@user_20211c 

Further adding to the frustration, yesterday we had our second xfinity cable and internet outage of the month.  Special thanks to xfinity for the TV outage during the New Year's Eve bowl games.  I think XFINITY should be paying us for two days of outage during the month rather than charging us a bogus overage fee.  Also - whoever posted that you aren't charged for the first month Xfinity falsely claims you had an overage is incorrect.  This is our first month to be victims of this scam and we have already received a message saying we will be charged.

Hi, @user_20211c. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

@user_1851c8 I have Arris modem then an Amazon eero homework network after that. All my home devices are connected to eero. I'm also paying for eero secure service - $29 per year. It gives me ability to see per device usage statistics - both real-time and historical data by day, week, month etc. 

Over the last few days, something went wrong - my total eero usage is showing about 85GB per week on the average consistently over many months including this week but xfinity data usage is showing as consuming 100GB per day over the last few days. Exceeding 1.2TB today as a result. Since we had one similar overage in Jan, we will be billed for overuse now.

I'll open a support ticket with Xfinity but there is clearly something wrong. My wife saw Comcast doing some cabling/digging work in the next street. Not sure if it's related. My neighbor on one side says he is fine.

@user_1851c8 If you are renting a Comcast modem, you can download the xFi app and keep track of device usage, total data usage, and even set rules to "pause" certain devices, or certain times! 

@XfinityKyla

That's not correct- I just switched to a Comcast modem to try to track the data for a month, to see if the issue was my Netgear router/modem or something else....well even with the Comcast modem/router my data is going through the roof and also, I am NOT able to track how much data each device is using in the xfinity app/website.  All it does is allow you to show what devices are connected to the wifi, but absolutely does NOT show how much data each device is using.  Another flat out lie by Comcast employees (I was told by numerous Comcast chat/phone Support that if I changed to a Comcast modem/router, I'd be able to track the data from each device). 

on your tv using your remote you can 

@mako99   yes definitely very strange and it's rather shady that all the option for everybody to have this fixed is to buy the unlimited plan as if they're trying to force everyone into it.   Anybody else on here from Michigan.  That's where we're having problems

@user_10f512 I'm in GA and yes their trying to push paying extra for unlimited. I'll go unlimited if they lower my plan 

I have the same problem the the past month and December I got the text about going over our monthly allowance, this never happened before. I am paying for the blast service though so many days the internet gets cut off or lags so much and I’m delaying calling the customer service because it doesn’t get me anywhere they reboot the system and say all is working properly. But with this overage for the second month it really doesn’t make sense and it makes me think to look for other alternative with internet provider. Please tell me if you got any success with your problem. 

Hi user_ddd88b, we can help you as well. Just follow the steps that XfinityChristy left and send us a private message with your full name and street address. 

@flatlander3    well this is a lot of very good information and very useful for some this does nothing for my 85-year-old mother who has no device other than her Roku which is set to 720p  that she has ever used she only has IMDb TV app on there and that is the only thing she's ever watched outside of her three zoom meetings with her other 80-year-old friends that we connect three times a week that's it and all her life never came close to her 600 now she's going close to and exceeding alloted  1229 suddenly    they have been doubling her usage.  That's the only explanation in her situation. 

Well, it might not be the only explanation.  Here's some trap ports I threw open for an example:

And what are these?  These are compromised cloud servers portscanning my Xfinity IP address.  It's unsolicited traffic.  They've hit my firewall, which then murdered the state.  You'll see this happens quite frequently.  They're probably running a script kid program.  Part of the same botnet?  Different botnets?  Who knows.  If the remote script had no error handling, I might have even hung their script.  If they had error handling, they banged their head on my firewall, timed out eventually (probably after a long pause), then moved on to another Xfinity IP address.  Yay!  I delayed the jerk.....even if only briefly....

If you have any open ports configured, or if by default any port on your gateway responds with "something" as opposed to nothing, you'll get hammered with traffic.  They're trying to cause a buffer overflow and gain access.  You can try portscanning your own IP address to see if that's the case.  Some security websites will do that for you.  Try different types of scans.  It's against TOS to do it someone else and can can result in your account getting canceled -- or a felony if you hit the government and Gahd forbid tip over a poorly configured piece of equipment.

Now you also have to remember, when you visit a website, they're also visiting YOU.  This page alone is running four "scripts".  It's not uncommon for them to run 50 or more.  They're feeding you adds, handling content, stuffing cookies in your browser cache so they can see what you visit, running analytics, all kinds of things (how neat!).  Without a script blocker, you've allowed all of this.  Leave a browser open, it can happen continuously as they refresh the page constantly, or play a video for a over and over again to jack their hit counts.  Even do it in the background so you can't see or hear it.

Generally, it's not much of an issue on data use, but it's there......until you hit something like a malicious cross site scripting attack.  Then you got maulware if you aren't up to date on software and OS updates, or if there's a Zero Day Exploit, and now you are a spam zombie or one of the botnet hijacked granny machines/compromised cloud servers portscanning my firewall.  This can really be a data burner.

The point is, without network monitoring, you won't know if it's YOU or external.  You will also have something to talk about with Xfinity security if you have logs that show one thing, yet your account is getting hammered with traffic and shows something else.  Maybe better chance of pleading your case for an overage.

It's why I suggested a sub $200 firewall appliance if you don't build it yourself.  Netgate makes one.  Others do too.  They can run a relatively pretty secure** VPN server too so you can log into grandma's network, and see what's going on remotely when there's an issue.  Default settings on them and just using the quickstart guide is pretty secure by default.   She sounds like the cheapest access point you can find will work for her. 

Just an option.

**pretty secure = maybe not going to hold up to a nation state attack, but good enough.

Hello there @user_e40323 I definitely understand wanting more of a breakdown to locate where the new usage is coming from. If you are not finding the details you need in the Xfinity app or the Xfinity My Account app I would recommend reaching out to our Online data experts! You can reach out Customer security assurance team by calling 1-888-565-4329. They will be able to help provide more details for you to help locate the cause of your usage! I do hope that helps! 

@user_e40323   that's a great idea it would also be nice to see our daily usage not just all lump together they can see it but they don't allow us to see it

@XfinityAmandaB this does not help.  Xfinity security department was supposed to look into the jump of my data usage in December and update me.  I called Monday 12/27; still waiting for someone in your security department to contact me.  This speaks volumes on the ineptitude of your customer service.  The history on this forum shows this problem started in March this year, and we are about to end the year and no solution.  How is this service?  What is Comcast doing to correct this BIG problem? You offer a service, state we are over, charge for the overage and provide no proof of the over usage? how is this legal?

@user_e40323 Have you checked out our Xfinity app? The app will allow you to assign your devices to different usernames in your home and see what devices are currently using the network and how long they have been active. 

@user_651598 I am sorry to hear you are still waiting for hear from our security team. I can understand your alarm and would be eager to find out what is going on as well. While the graph is no longer available, you can still see how much time each person has been on the internet and what apps they are using as well, which may be able to pinpoint some things. I know with my kids being off for most of December, we noticed a bit of an increase, but nothing like double the usage. I hope our Security assurance team gets back to you very soon. 

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I definitely understand the concern if you are approaching your data threshold fast that you expect. If you have our Xfinity modem you can use the Xfinity app to check and see what devices are connected to your Wi-Fi. I love that I'm able to name all of our household devices so if there is one I am not familiar with I can pause it. Pausing it means that it can no longer access my internet service. We are only able to review how much data has been used, not what was using it and when. I would recommend reaching out to our Customer Security Assurance team at 1-888-565-4329. They are open 7 days a week from 6 AM - 2 AM EST. They would have the tools to better assist you with this concern.

Hi @MetalDude Thank you for sending us your concerns about the data usage. There are many factors as to why the internet is being used and I can help take a look at it for you from our end and get this figured out. Do you rent our modem or do you have your own?

Getting tired of these lame responses from "Official XFinity Employee".   I understand this is just a job for you but reading all of these customer's problems should  tell you something is really wrong at Xfinity.  

@AlwaysAnnoyed2at-comcast   I agree.  I'm surprised they didn't edit your comment.   Everytime I say file with FCC. They remove it. 

My 85 year old mother who only watches IMDb And only tv shows no movies.  Has reached her limit already and has never used even 600 per month.  Done all the complaining possible.    Something has to be done soon.  Every month gets worse.  For the past 3 months 

Thanks for posting on our Community Forums to let us know of this situation, @user_604655! Usage can definitely vary depending on the number of devices sharing the connection and type of use during the day. Has your usage changed in any way? Or would you say it has stayed the same? 

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear that you are also experiencing this issues. Have you already attempted to reach out to our amazing Customer Security Assurance team at 1-888-565-4329? They would be the best team to further assist you with your concerns regarding the data as they have the tools necessary to look into this further. 

Memo to Xfinity.  I have spoken with the Customer Security Assurance Team.  I can't say that I agree that they are "amazing".   Maybe the sales/marketing team appreciates them pushing to upgrade to the unlimited plan but they are not very helpful when it comes to solving the problem with you system that says users are using so much data.

@user_d263b5   How exactly is that Xfinity solving the problem?

I'm truly sorry that you've been experiencing this same frustration. Have you already attempted to contact our Customer Security Assurance team at 1-888-565-4329. They are open 7 days a week from 6 AM - 2 AM EST. They would have the tools to better assist you with this concern.

@XfinityBillie this person already said in their original message they contacted customer support and they were of no help. So far, no one from Comcast/Xfinity has offered any possible explanation for the multitude of customers experiencing the exact same issue - just responses saying to contact customer support so people can be sold Xfinity modems/routers they don't need, and upgraded unlimited plans.

Agreed, the solution is NOT to upgrade your plan.  Xfinity should be honest about their problem and suspend any overcharges until it is corrected.  That is what a "good" company would do.

This is happening to me last month! I got a bunch of emails telling me I am at 75% and then 90%.  I looked at my app and it showed I was mo where near it. Then I got an email saying I went over but they will waive the fee for the first time as if they were doing me a favor. I live alone and onky have a few devices. I don’t play games or listen to music. I only stream shows and work on my laptop. I do use my phone too.  

Anyways, I contacted customer service and they basically told me someone else could be using the device so I changed the passwords and one by one. I ended up changing each device while checking if it is linking to the new password.  I looked back at my previous history and I was not even close to using half of my 1229GB.  The rep said one day I was using about 40-50 GB when I was wfh one day and said I used up to 200GB on another…except that day I was in the office all day. I was gone for 8-9 hrs but yet I managed to use more than when I was at home. She told me not to worry because they waive one month free…I don’t want that waiver when I don’t think their records are correct.  

I have since moved in the last few weeks and just got an email stating I used up to 75% of my data again. Now I am worried that they will end up charging me again.  I seriously think there is something wrong especially when their app shows I only used up to 100GB out of 1229GB but their email notification says I used up to 75%. There clearly is a bigger issue here so hopefully Comcast gets this resolved soon otherwise I am going to have to look for alternatives.