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5 Messages

Saturday, November 27th, 2021 6:26 PM

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Sudden huge increase in internet data usage

I have been a Comcast/Xfinity customer for over 20 years. I got an alert this month that I’m exceeding my 1225GB plan. I’ve historically used 125-200GB. I haven’t been home much this month. What is happening?

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Updated 

2 years ago

123.4K

408

bcfrmkc

Frequent Visitor

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12 Messages

3 years ago

I to have had the data increase from 300-400 gb a month to over the 1229GB it was in march and I have not changed streaming or gaming habits 

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user_4b8503

Visitor

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4 Messages

3 years ago

✌️out xfinity there’s a new guy in town and we just installed it today! No more daily checks of how much internet we use to be sure we are not going to go over. No more buffering constantly or outages and not getting credit! No more being on chat with a representative just to have them try and upgrade me for $30 more a month and a new two year commitment! Woohoo! Also, funny how for months it seemed we were going over and then when I called them out on this forum and they knew a competitor was coming to town, our usage was cut in half and pretty much back to normal! Coincidence? I think not! 

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TeddyRae

Visitor

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2 Messages

3 years ago

I started to get notifications from xfinity that my monthly data was running out which made no sense considering the only things connected are 2 smart TVs and an Alexa echo show. My home has never even passed the 500 gb threshold but suddenly this month we’ve used 1110 gb? It makes no sense, it looks like there’s an inaccurate read on how much data we’ve used

Note: This comment was created from a merged conversation originally titled Sudden increase in data usage

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user_4ee8e1

Visitor

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1 Message

3 years ago

I am new sufferer in this list…. After going over the entire thread, I understood only better way is through lawsuit…

can anyone ever file a lawsuit, if so kindly post of the process

thank you

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Pgar08

Visitor

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3 Messages

3 years ago

We normally use between 400-600gb/month and have not changed any behavior, added devices or done anything to increase data usage. In April, we were notified that our usage was 3x our average over the past year. And in the first 2 days this month, we’re already over 800gb. I have an open ticket with the Security Assurance Team but judging from previous posts, I should be prepared for a non-solution and upsold to an unlimited data package. Has anyone else had this happen and successfully solved the problem or given a reasonable explanation?

Note: This comment was created from a merged conversation originally titled Inexplicable Data Spike

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user_a99937

Visitor

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22 Messages

@Pgar08​ Nobody has had successful resolution UNTIL they upgraded to their unlimited plan.  Then POOF!  Suddenly data usage drops right back down to the super low usage they always had.

3 years ago

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user_993538

Visitor

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3 Messages

3 years ago

I reset my router's data statistics counter on 04/30 midnight. Now the router statistics show my data usage is about 5.2 GB but Comcast shows that I have used 52GB. What is going on?

This is wrong.
I will check again tomorrow and update here about the data usage from Comcast and my router.

(edited)

2

flatlander3

Problem Solver

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1.5K Messages

@user_993538

​

I don't know what my Netgear 3rd party gateway traffic meter counts, but it's not data, nor is it accurate for a fixed known size upload/download if I watch it in real time.  You can try that yourself.  Download a large .iso without a download manager or compression and watch it.  As of today for the month:

Netgear says: 2773.54 total traffic for May (2.7085 GByte).

Xfinity says: 56Gb for May -- but there's a reporting lag there and I don't know when the cutoff time is for a 'day'.

At the physical interface level on my firewall, and all traffic goes through there including WiFi, I've passed or absorbed 60.32 GByte to the Netgear.  There are no errors if you get down into the mud on the TCP stack, so I would guess most if not all made it to the Netgear.  I can't see internally into the Netgear, so I don't know how many retransmits there were, but I'd guess most of it made it through or came through from the internet.

Over time, Xfinity always reports a bit short of what I know I actually pulled or pushed, but I'm assuming it's rounding and doing it daily.  We'll be off around 35-55Gb by the end of the month typically. 

I get daily reports from the firewall.  If I'm using over 40Gb/day (1.2T/month), I know something is off on the network, and can see which device did it, when, plus what is going on in real time.

I consider it essential if you want to avoid a data cap.  Some devices I throttle intentionally to avoid it.

(edited)

3 years ago

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XfinityWilliam

Official Employee

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1.2K Messages

HI @user_993538. Please contact our wonderful CSA (Customer Security Assurance) if you would like more detail information about your data usage. 

 

Here is their contact information;

 

  • Business Hours: 8:00am - 12:00am EST, 7 days a week
  • Contact: 1-888-565-4329
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

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user_04037d

Visitor

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7 Messages

3 years ago

Reminder make sure your Not using any site to site VPNs and also Netflix and YouTube are set to 720p(actually good quality and faster buffering). These are easy to overlook.

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user_1287a6

Visitor

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2 Messages

3 years ago

I have been a customer for over 3 years now, and on average use about 600-700 GB of data. Last month for the first time I exceeded the 1.2T cap, it seems that data usage has gone up after xfinity announced the cap. My usage behavior hchanged, it actually decreased because now 

Note: This comment was created from a merged conversation originally titled Suddenly data usage spike, what’s going ON!

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XfinityArmand

Official Employee

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2.1K Messages

Hello there @user_1287a6!  Thanks so much for taking the time to reach out to Xfintiy Support with Digital Care here on our Community Forum.  We are so glad to hear from you and more than happy to address your concerns with your data usage.  o worries!  You have reached out to the right team, and we are going to get this taken care of for you in the best way that we can.  So that we can get started, please feel free to shoot us a private message with your full name and complete service address.  That way we can access your account to get a good look at your usage.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3Nc3iME 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_0256cd

Visitor

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2 Messages

3 years ago

Us too! I believe they are inflating our usage

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CCChristopher

Problem Solver

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577 Messages

@user_0256cd Hello and thank you for reaching out over our Xfinity Community Forum. I would be more than happy to take a closer look, and help you get to the bottom of this higher than expected data usage, no problem at all! Whatever we can do to help a valued member of our Xfinity family. To continue, 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

I no longer work for Comcast. 

3 years ago

0

user_0fe752

Visitor

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1 Message

3 years ago

Got a text saying that my data was almost 90% used, which is odd because I have never even come close to even using half the data. Come to find out my data has steadily almost doubled since February when i was using 200GB. Now its 1100 GB used (5 times the data usage from February and almost double last month) and I can't seem to figure out why. I tried to chat with someone but they just tried to sell me the unlimited data plan. This is crazy. The kicker here is this month we've been gone more than usual this past month with birthday celebrations, family events, vacation, weddings, and also going into the office more. So why would my usage be up? 

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user_993538

Visitor

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3 Messages

3 years ago

After talked to online chat and make formal complaint, now my data usage pattern is going back to normal.

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user_23b675

Visitor

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1 Message

3 years ago

Same here. Xfinity is claiming we constantly use 1100+ gb data. Impossible. Our usage is very normal. They have charged additional usage charges twice at least. 
When asked they don't have data usage by the device because we use our own modem. They asked us to switch to unlimited data, which is $30 more. Looks like a scam.

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AlwaysAnnoyed2

Visitor

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13 Messages

3 years ago

Can someone at Comcast tell me why every time I make a post in this thread or respond to someone's post, they make the post/comment 'Private' soon after? Why does Comcast censor me when I'm only telling the truth and trying to tell people here what I did to fix the fake overage charges I was getting for months? This is completely ridiculous. 

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user_6c6fa9

Visitor

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2 Messages

3 years ago

Im having the same issue with massive increases in data usage.  I've gone from 150-250 GB to exceeding data last month and most likely exceeding again this month (May 2022)

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user_6c6fa9

Visitor

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2 Messages

3 years ago

Im having the same issue with massive increases in data over the last 3 months.  I've gone from 150GB in Feb to over 650GB in march 2022, 122`9 in April and I'm at 1000GB in May. @XfinityBrie anything you can do to help?

1

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CCEthan

Official Employee

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1.4K Messages

@user_6c6fa9. Due to privacy we are limited on specifics on data. The best we can do is give you tips on where to look on your devices and computers. If you have already done that and don't see any high usage I recommend calling our Customer Security Assurance who handle data disputes. Call 1-800-Xfinity and say that into the automated system.

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

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