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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

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408

xsandos

Contributor

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72 Messages

3 years ago

I posted this yesterday but it has mysteriously disappeared.

I went over the 1229Gb data limit for the first time ever last month.  I think something changed.  We had a service outage in our area about a week ago and since then my usage is 2x-3x.  Our habits have not changed during that time.  We usually use 700-1000Gb per month.  Now just for the first 2 days of October we are at almost 200Gb used, which will be well over 2000Gb for the month.  How is this possible???

Note: This comment was created from a merged conversation originally titled internet data use

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xsandos

Contributor

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72 Messages

@xsandos​ My usage now after 5 days this month is 400Gb, which is about 80Gb per day.  That's like streaming HD video 24/7 plus online gaming 24/7.  Considering we sleep, work and do other stuff not using our home internet, this doesn't make any sense.  Get this fixed.  I'm not paying for any overage charges.

3 years ago

0

CCZachary1

Problem Solver

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672 Messages

@xsandos Thank you for reaching out and for bringing this to our attention. I would advise you to reach out to our Customer Secuirty Assurance team to look into your data usage further. You can contact them through this link: https://comca.st/3fMVaXv.

They may be able to take a closer look at your connected devices.

I no longer work for Comcast.

3 years ago

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xsandos

Contributor

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72 Messages

@XfinityZacharyA​ Thanks I'll contact them this week.  

Adding another update to this thread: As of today, my data usage reported by comcast for October is now about 600Gb.  Data usage reported on my modem/router for October is 189Gb.

3 years ago

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CCKorie

Problem Solver

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1.1K Messages

I am confident they will be able to get this sorted out. We will follow up as well here to see how that went. 

I no longer work for Comcast.

3 years ago

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JumppinJoe

Visitor

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3 Messages

I too have been a customer for many years and historical usage is 360 to 420 MB.  Xfinity shoes we used 1420GB or 1.4TB for Sept 2022 and we have already used over 700MB on the 11th of Oct.  I have changed all my passwords, (wifi and xfinity user login) and the usage is not letting up.  I have spoken with customer service a few weeks ago who said I needed to change my passwords and call back a week later.  I did that and then my case got escalated to level 2 security team.  Turns out they are not very technical and could not see or find out where the usage is coming from.  They could only see the same chart / data usage that we can see.   I told him my router is from 2015 and he recommended I get a new one.  So I got xfinity to send me a replacement router and waive the one time fee.  It's suppose to be here tomorrow, Oct 11, so we'll see.   I believe the spike is usage started on Sept 10th.

(edited)

3 years ago

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maxie

Contributor

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94 Messages

3 years ago

Constant Comcast outages with no explanation

Do they really think no communication is best.

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UnknownEntity

Visitor

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3 Messages

3 years ago

My usage started to spike when I was using ring cameras. All the uploaded videos to the cloud was tearing through the data. I have since got rid of them and usage has normalized.

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user_6897b2

Visitor

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4 Messages

3 years ago

Funny how since I switched from Xfinity to AT&T fiber my speeds have gone up and my usage has gone down.  That is with a lot more streaming since I cut the cable.  No doubt in my mind Comcast is fudging their usage numbers to charge you more.  Unlimited internet with free HBO plus for $80 a month

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mako99

Frequent Visitor

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10 Messages

@user_6897b2​ I would switch in a heartbeat if Comcast even had a single competitor in my area. This data cap is what will ultimately lose me as a customer when an alternative becomes available.

2 years ago

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user_ec094f

Visitor

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2 Messages

3 years ago

There has been plenty posted about this issue in the last few years, but it is happening to me NOW.  I've been with Xfinity for YEARS and my usage has NEVER been an issue, NOW today with 10 days left in the cycle I am OVER the 1.2 TB.  That just flat out isn't possible.  It showed my iphone used 600GB before noon today.  It shows my  monthly usage at over 2.3 TB (usage data for individual devices is from my Google Home App for my Google Nest  system)  Xfinity doesn't give individual device usage, just total.

I've spent over an hour on the phone with the tech folks in Manila, first representative agreed the amount of usage in the periods claimed was NOT POSSIBLE and transfered me to Shawn.  He said, "I used that much data.... PERIOD"  I had too many devices and I should turn some off.  I TRIED to explain the disputed data amounts are NOT physically possible.  

As the post I've read, and there are many on this issue, none are current in the last month or so.  

Can someone give me some guidance, direction or support?  Xfinity's answer is just; 'you used that much data'.

thanks

Note: This comment was created from a merged conversation originally titled HUGE Spike in Internet Data

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Rose5366

Visitor

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1 Message

2 years ago

So this month and last month my usage has gone over 1.2TB. I have had the same plan for 3 years and it's never happened. I talk to my work colleagues that also work from home and do the same amount they us and it ranges 250GB-600GB. ITs literally impossible that I am using this much data. I changed my password - so maybe someone was stealing my internet? But if I get this message again next month I will be changing to ATT, especially after reading that it's clearly becoming a problem with a lot of costumers. 

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user_77c5f5

Visitor

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3 Messages

@Rose5366​ has anyone new moved in?  If so and if you truly are getting charged over there's a chance that they legally spliced your cable. Xfinity is not supposed to do that. However they did it to mine. And it took me 3 years to get them to finally fix

2 years ago

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XfinityRay

Official Employee

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2.7K Messages

Hello, @Rose5366. Thank you for reaching out with your data concerns. Have you tracked any of your usage per device by checking the Xfinity app if you rent a modem or have xFi Complete? You can also view usage on the devices themselves to ensure nothing looks off. Changing your password is a perfect step to take if you are worried someone else is on your connection. The Xfinity app will also show all connected devices and you can name as well as group them to make it easy to see everything on your connection. 

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

2 years ago

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user_3f3bbe

Visitor

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10 Messages

@XfinityRay​ you don’t find it odd that all of us are having this issue??? That it could possibly be your data counter?

2 years ago

user_3b91ea

Visitor

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2 Messages

2 years ago

We have been Xfinity customers for a number of years and our internet usage has consistently been hovering around 500-700 GB on average per month. I got a notification yesterday that we have used 1135 of our 1229 GB with 5 days left in the month. Our habits and connectivity haven't changed this month and there were 4 days we weren't even home this month. There is no way we almost doubled our usage.  I called Xfinity customer service and all they told me is that they can only see my usage by month, with no additional details or breakdown to get to the bottom of this usage, which is unacceptable and does nothing to help get to the root of this issue.   

Note: This comment was created from a merged conversation originally titled Sudden unusually high data usage

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CCDaniel

Problem Solver

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606 Messages

I'm sorry that you are unable to get to the bottom of the usage increase. We do have a team of experts that can help look into this for you. It's out Customer Security Assurance they can be reached by dialing 1-888-565-4329 between 8:00am - 12:00am EST, 7 days a week. 

I no longer work for Comcast.

2 years ago

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user_0f843a

Visitor

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2 Messages

2 years ago

My internet usage measured by xfinity appears to be off. My daily usage habits have not changed but the usage recorded has fluctuated wildly as follows. July-0, August-200, Sept-1200, Oct-1200. I do not believe these numbers to be accurate. 

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

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CCYvonne

Contributor

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340 Messages

Hello @user_0f843a We understand how concerning it is to see your internet usage rise. One great way to track your usage is through the xFi app. On the app you can see all the devices that are connected to your internet. It allows you to assign a profile for each device and in doing so will track the usage. Do you have the xFi app? If not, there is the link https://www.xfinity.com/apps to download it. 

I no longer work for Comcast. 

2 years ago

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user_6fff97

Visitor

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2 Messages

2 years ago

I’ve somehow exceed my monthly data limit by doing absolutely nothing different. 
my normal usage has averaged about 650 and this month is beyond 1225 - this seems to be a frequent issue looking at the number of similar posts.

Please look further into my usage by day/ hour or new devices added this month…whatever will help identify what is using an additional data.

Note: This comment was created from a merged conversation originally titled Internet usage doubled for no reason and caused me to exceed monthly limit

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CCChristopher

Problem Solver

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577 Messages

@user_61cb1f Hello and thank you for reaching out over our Xfinity Community Forum. I am so sorry to hear that you are experiencing this higher than expected data usage, seemingly with no changes on your end, that would definitely be frustrating. I would be more than happy to assist you in looking into this further on an account and device level. We also received your private message as well, and I look forward to assisting you further privately.

I no longer work for Comcast. 

2 years ago

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user_93d666

Visitor

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3 Messages

2 years ago

I've been an xfinity customer for the past 4~5 years, and prior while in college. Our home usage hovers traditionally around 300~400 GBs. However, in the last ten days, I have received a notification saying we are getting close to reaching our limit. This is astonishing because nothing has changed in the household....

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CCSean1

New Problem Solver

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318 Messages

Hello @user_93d666, thank you for taking the time to reach out to us on the forums. I can understand the concern this would cause when you are receiving notifications that you are close to your data limit and don't know why. You have reached the right team to help! Can you send us a direct message with your first and last name and address to get started?

 

To send a direct message: 

 

  1. Sign into the community. 
  2. Click the message count or envelope icon to go to our private message inbox 
  3. Click the New Message icon. 
  4. Enter Xfinity Support in the Send to field. 
  5. Type the reply in the Message box. 
  6. Click Enter to send your message. 
  7. You can see your back and forth messages with any user by clicking the messages. 

I no longer work for Comcast.

2 years ago

0

user_be247e

Visitor

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1 Message

I have the same issue.  The 2 persons using my account never go over 600 GBs in a month.  I got 3 emails this morning within a 2 hour window saying we've used up 1200 GB for this month of November.  3 days!?  Are you kidding me!?  What is going on here!?

2 years ago

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user_3f3bbe

Visitor

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10 Messages

@user_be247e​ same.  I was at work for all of those days and they are saying I used nearly 1.5 tb in 4 days.

2 years ago

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CCTimothyA

Problem Solver

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785 Messages

@user_3f3bbe Thak you for reaching out to us and letting us know about the usage. 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.

2 years ago

0

user_3f3bbe

Visitor

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10 Messages

2 years ago

I Dont have any more devices than I’ve had in the last year.  How could I possibly go from 900mb in a monthly average to almost 1.5TB in 4 days?  No gaming. Tried to get help, missed work to meet the tech never showed and now they want to reschedule so I can miss work again. Been with them 15ys.  So tired of everything outsourced that you can’t talk to a local person to see if this is a common issue.  Any suggestions is greatly appreciated.  At this rate it’s going to force me to take the unlimited plan ( which makes me think that’s the plan all along). Or pay $hundreds in overages.  

Note: This comment was created from a merged conversation originally titled Data leakage causing high bills

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user_3f3bbe

Visitor

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10 Messages

2 years ago

Same here. I think it’s there way to force you into the unlimited plan

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reenska

New Poster

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13 Messages

2 years ago

It definitely is their way of forcing you into the unlimited plan. It's just me and my adult daughter here. We don't do gaming. We have changed the resolution on all our TV's for streaming from best to good, which is supposed to help. My daughter uses her cell data instead of wifi. so still no reason to go over. I had a tech out about a month ago bc my internet would go off and back on right away quite often. the tech said he found some loose connections and that would definitely help with the data showing correctly. It might have helped a little, but not a big difference. I'm still contemplating changing to ATT Fiber service.

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user_480ca3

Visitor

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1 Message

2 years ago

Add me to the list.. I actually downgraded our plan because we werent using that much data. Went from 500 a month to over 1T the month after i downgraded. We will be switching. 

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CCAbbie

Problem Solver

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1.4K Messages

@user_480ca3 Sorry to hear you have some data usage concerns. I would like to look into this further.

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

 

I no longer work for Comcast.

2 years ago

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user_a9aa0b

Visitor

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15 Messages

2 years ago

Still less than 100GB per month since my work IT guy fixed my Outlook. With all of the postings about this issue, it would seem that Xfinity would put a team on it to fix the issue. If it ever happens to me again, I will be switching to someone else like Ting.

(edited)

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reenska

New Poster

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13 Messages

@user_a9aa0b​ Do you know what he did to fix your Outlook?

2 years ago

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user_980989

Visitor

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2 Messages

@user_a9aa0b​ why when they can pretend all is well and price gouge.

2 years ago

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