Sudden huge increase in internet data usage

@user_e95221​ I'm at 97 percent this month today 8/27/2022 I'm allowed 1200. Last month I used 400+ not close to 500 but over 400 for the whole month!

<Edited for profanity>IS REALLY GOIN ON I looked on my phone & tablet at wut apps used the most CHROME,INSTA & PANDORA any ways my phone & tablet are on a whole different service but wen I hav wifi on & I'm home it uses on my Xfinity GB so I jus turned wifi off wen I'm home to see if that helps but it doesn't seem right 

@Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience. I recently did the update to Microsoft 11 as well, and hit the data cap for the first time in 5 years. Streaming any kind of content on Discord and Twitch will cause a large increase as well. Here is more information on background data too: https://comca.st/3qgdj2d;

I have tried to do some snooping:

• I have 2 linux PCs, a Win10 laptop, a Win 11 PC.  I shut down the workshop linux (see next bullet), shut down the laptop, shut down the Win 11 PC == no appreicable difference in throughput;
• I have looked at the data logs from the router, it appeared that the workshop linux pc was making lots of requests, but, again, shutting it down for a day didn't help;   
• I have downloaded WireShark hoping I can learn it and figure out where the problem is;
• I don't "see" any unauthorized devices on my attached device list;
• Discord on the PC is off;

Next I'll revert Win11 back to Win10 in hopes that may be a fix.  XfinitiyHeather:  the link you offered came back 404.  But, thanks for replying.

<sigh>
Too late, I missed the window to revert from Win11 to Win10 w/o doing a complete reinstall.

update:
I shut down all my computers for the night (this was 3 nights ago).  I've restarted the two in my office (Win11, Linux) and the laptop (Win10) --- shop computer I'll start up later today.

• Yesterday's usage (12233) was similar to last month's average (13222);
• Today's usage is still low (755 with 3 computers going, 10hrs);
• Yesterday I cut dropbox's bandwidth in half;
• I'm closing Chrome between computer use sessions;
• Dropbox, Chrome and Kate (Python Editor) were the biggest packet users. I removed Kate b/c I didn't think it needed to run in the background when I'm not using Python (which I haven't in 2months);
• (Still learning Wireshark the packet sniffer);

I suspect that some piece of software, I'm not sure which, got too big for it's britches and just started doing something, not sure what.  A reset of all the computers seemed to have cleared out RAM and fixed things.  It's really not a bad idea to restart the computers regularly (note to file, eh?).

I would request of Xfinity that their gurus create a simple download pc app (or web app) that can, with user permission, sniff out any offending software that's sucking up bandwidth and causing excessive data use.  You guys have the expertise  --- I don't have that expertise, mine is in the other dark science, econometrics.    A message that I've used up 50% of my data allowance in 10d is already too late.  As soon as I'm using one standard-deviation more than average should trigger an SMS or email.  And then an app to help determine what software is at fault, or if the probability of a unsolicited hack is high, would also help --- all this because Xfinity is a natural monopoly, and to subject us users to a excessive data use fee seems unfair when Xfinity has the expertise to reduce such incidents.

@user_b7256c​ All the links offered by the "comcast reps" go to 404 error.  Don't waste your time.  In the meantime, I hope you got some resolution.  

@user_57ead3​ So sorry you are being put out of pocket this way. Shameful.   I strongly belief their intention was to get more money out of you one way or the other and they succeeded. Now you rent their box.  Mission accomplished.  It's the Comcast Way.  

@user_57ead3​ I don’t have a DVR so that’s not what caused my problem. I have had solution to the problem, it went away in January and now everything‘s gone back to normal, but I keep an eye on my usage. every couple days I log into the website and take a screenshot of my current usage and keep very high tabs on everything because what happened was a major glitch on their end and they refuse to acknowledge it and are charging people out the nose for this and then only offering unlimited plans to people as the only option which means there trying to sell us on something and making it our only option .

Your upload data looks to be an obvious error and you should report that issue to Xfinity tech support and have them send a technician to fix it. I have had data count error before but only happened on download side but not upload side. The reason is Xfinity only offer up to 15 mbps upload speed to residential internet users. I have 800 mbps download and 15 mbps upload package. I am not sure about your download speed package, but there's no way your upload data usage exceeds your download data usage unless you leave your device on and active 24 hours on every single day per month. Even if you do that, your upload data usage should never exceed 600 GB per month or 20 GB per day due to the max speed is 15 mbps. If your download speed package is less than 200 mbps, then your upload speed only max at 5 mbps. 

If Xfinity tech support can identify your issue due to their server error or device error, then you should not be billed for anything due to the error. They even will waive your tech visit fee and give you billing credit for apology. That's just my experience for their old device data overcount issue happened a couple years ago. That's due to signal drop frequently so the internet went up and down to cause unnecessary data usage waste by their old rental device. That's not server error. Your issue sounded like a server error. 

Also, Xfinity max bill for overage data is $100 per month even if you do not have unlimited data plan. They had such policy before the pandemic started, but I am not sure about their current policy. Anyway, there's no way you will be billed for over $800 for exceeding their 1.2 TB data cap in a month. 

For anyone work from home and play/download some games from Origin or Steam and streaming online videos each month, exceed 1.2 TB data cap should be easy. Just subscribe to unlimited data plan to avoid overage fees. It only costs $30 per month if you do not rent modem from Xfinity. 

@x_user1​ Thanks for the reply,

I really hope that there is a cap on overage charges at $100. I have Verizon cell service, during the summer months I live in a rural area without internet access and Verizon is the only cell service. So I depend on them for the internet, I just received my Starlink for that address so hopefully that will solve this. Regardless I have a MiFi device (Mobile Wifi) Verizon charge me an overage on it for each 15 GB over my limit. Which has no $100 cap believe me I know from experience. When I was in the Comcast store I asked them if I would be charged $20 per day for these overages and they confirmed it. I asked if my bill would of been $824 and he said yes. So maybe he just didn't know but I was going on info from the in-store Comcast representative.

The plan I have is called Super Fast 600 down & 20 or 30 up. $99 per month

I also have a legacy plan so if I want to upgrade to the 1200 down plan that includes unlimited, I would need to restructure my entire plan and it would be more expensive. Currently they are offering to give me unlimited data but I would be forced to use their equipment. They offered to waive the rental costs but it is an additional $30 month. I don't want to use a Comcast modem/router combo. I purchased my own so that I have some freedom over my network usage inside my home. I should not be punished for it.

They don't care unless they can access your router, maybe this is why I don't want their equipment, because they can just pop in anytime and view all my router info without my consent. Yes they see so much already and probably more than they let onto but the very illusion of control is better than nothing. I even offered the tech to use TeamViewer or AnyDesk to come on my PC and view my router logs or whatever else they would like to see. They declined that and said only if you rent a router.

Please see the linked article.  https://www.xfinity.com/support/articles/data-usage-what-counts-towards-my-data-plan

I checked all of my devices for data usage and know I did not use that much data.  After talking to the resolution team, I know they will not do anything to fix this problem. 

Hi there. Thank you for reaching out. I understand that you are having issues verifying where the data is coming from. Are you using one of our leased gateways?

@Vexash​ Any updates? resolution?

@TreasaV​ To recap my experience, for over 12 months my household average right at 500 GB with only one month going to almost 600.  But in Jan 2022 we went to 2600 GB (which is insane, the only unusual activity was 1 new PS4 game that we downloaded).  So I called customer service, they escalated and a "security" tech called me back in mid-Feb and said "he tested the meter and that it was accurate", his only suggestion was to change my password.  So, I not only changed my password but I traded in my old modem for a new modem.  We barely stayed within our cap limit for Feb; however, what was really interesting about our "meter" reading was that I checked it DAILY in March and we registered "0" data for the first 9 days but then jumped immediately to 522 GB around the 10th day.  We were out-of-town for a week and managed to go from 599 GB to 918 GB in two days!  Something is definitely wrong!!!  I did see an earlier comment about the "Public hotspot wifi" being a culprit and I do want to try this option.  However, since the end of Jan we no longer have connected/played the Ps4 and have not changed to new phones or computers since 2021 and yet xFinity claims we are doing double or triple our previous (yearly) monthly averages.

Thank you for providing and a background of what has been occurring regarding your data usage. Do you have the opportunity to lock the internet so we can see if the usage increase? You are able to control the internet from the Xfi app. Are you able to see you daily usage right now? 

@user_ada836​ How did you shut your public hotspot off?  I went online and saw two other xfinity wifi options.  One network read "XFINITY" with a lock beside the wifi symbol and the other one read "xfinitywifi" and there was NO lock symbol beside the wifi symbol.

@user_dcadad - Thank you for reaching out to the community with your shared data concerns. I appreciate all of the details you've provided and would be happy to look into this further for you! Before we continue, and to clarify steps taken previously, have you already been in contact with our Customer Security Assurance team regarding the security concerns? If so, and if they were the ones who prompted you to change your password, did that resolve the overages going forward as far as you've seen?

@

I have been reviewing this thread and see some customers Roku or Amazon fire stick was using their data. Do you have one of these?

Also if you would like our team can take a look into data usage by day and see what days the highest data usage was on. 

@XfinityMartinB​  we don't have Roku or an Amazon fire stick.  We primarily use our data for browsing, emails and the occasional video chat or Netflix movie.  If you look at our history, our data usage is around 500-600gb per month.  It's not logical that it would've more than doubled when we used even less data than normal this month (due to both being out of town and not working).

Thanks for the details. This is indeed odd, especially if you were out of town. Let's dig a little deeper into this. We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

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 that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

@mcstrangelove​ That is weird. No extra devices, yet your usage is going up. Really fishy!!

@mcstrangelove​ please do!

@mcstrangelove​ It is seriously surprising they keep coming at their customers like this.  Good luck with the FCC.  I contacted them and my usage has been back to almost normal for the past three months. 

@user_b822bb​   Can you please explain how you went about doing that.  I'm fed up

Thanks!!