Sudden huge increase in internet data usage

If any of you are having huge spikes in your data usage, you can contact our Customer Security Assurance Team at 800-Xfinity and they are experts at seeing what might be behind that spike! If you want to, you can also send me a DM, but I would try calling that number first! You can sned us a DM by following these directions:

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Wasted many hours of my life talking to you people both on phone and chat, only to go around in circles and being blamed for the spike. I am being told that there were several days this month that I used 150 gb in a single day which is impossible as we barely use 400-500 in a month. Nothing I said could convince them our data usage has not changed and she continuously kept telling me either get unlimited data or switch off devices to find out which one was causing the spike. We have not added any new device in years to have caused any spike. Xfinity doesn’t provide any real-time data usage history to be able to do any useful sleuthing as to what device could be causing a spike. They are not even willing to look into a possibility of culpability on their end. It’s an impossible situation. This is what monopoly looks like

Thank you for being so patient. I am very sad to read you have been dealing with the increase of your data usage via phone and over chat with us. Rest assured our priority is to get to the bottom of why there was such an increase of usage this month. 

I want to make sure this is resolved for you. Based on the information you've provided I would recommend reaching out to our specialized Customer Security Assurance (CSA) team at 1-888-565-4329 from 6:00am - 2:00am EST, 7 days a week. They will be able to provide more information on your data usage, and dig into the issue further, since they have the tools and can address it in real time. We are here 24/7 for your support as well. Please let us know if you have any other questions or concerns. 

@XfinityKrystal​ 

Today is the 27th and when I check my usage meter, it shows me that I have 0 days left in this month (February1st-28th)  to use my data and when I asked Xfinity customer service to explain this to me, they had no answer. Kept telling me I had 1.2 terra bytes to use in a month and I had used 1140 gb already. As if I wasn’t already painfully aware of it. I wanted to know why I was being told that I had 0 days left when I still had another day left but I didn’t get a reply. I’m so tired of the the level of customer service at Comcast

I completely understand and thank you for your reply. I would be more than happy to further research your account details to address your concerns regarding the days left for your billing cycle.  In order to do this would you be so kind and send us us a private message, using the instructions provided above? 

@user_63fe85​ 

Xfinity has been made aware many times by long time customers that they do not care about, they have to be involved as they don’t care to resolve the issue so must be so Xfinity can get customers to pay even more money, this time for unlimited data!

We also had an explosion in data usage by about 50GB per day two months ago.  We had started watching more internet content like Youtube, Netflix and Prime rather than TV content.  Autoplay was on by default on every application.  By turning off the autoplay feature everywhere (TV, Computers and Smartphones) on our WIFI with these apps, our usage dropped back down to about 10GB per day.  

@user_107783​ We also had an explosion in data usage by about 50GB per day two months ago.  We had started watching more internet content like Youtube, Netflix and Prime rather than TV content.  Autoplay was on by default on every application.  By turning off the autoplay feature everywhere (TV, Computers and Smartphones) on our WIFI with these apps, our usage dropped back down to about 10GB per day.  

@user_7ac6f9​ We also had an explosion in data usage by about 50GB per day two months ago.  We had started watching more internet content like Youtube, Netflix and Prime rather than TV content.  Autoplay was on by default on every application.  By turning off the autoplay feature everywhere (TV, Computers and Smartphones) on our WIFI with these apps, our usage dropped back down to about 10GB per day.  

@user_7ac6f9​ 

I’m having the same issue. Received an email at 7pm stating I had used 75% of the 1.2TB and an hour later I received a second email stating I was at 90% usage. I have 1 TV on and I’m watching the news. It’s only March 7, 2022, how in the heck couId I be at 90% usage in 7 days?? 

Same! It said I reached 90% and its only April 12th. 

@user_d263b5​ I think it was my Amazon Firestick.  I have been watching it carefully the past month and over 4 days it did 305GB and not even watching anything on it.  Basically zero the rest of the month when I made sure it was off. When not in use.  Not sure why Xfinity was not able to help me with this with so many people having issues with it.

My usage has totally dropped to very little. The firestick usages data unless you unplug it or put it to sleep. To put it to sleep is to hold the home button down for 5 seconds then click sleep. So far it's working.

@user_78088e - Hello! Our team of Xfinity experts are here to help! Keeping an eye on connected devices within your home is a great way to get a better understanding of the data consumption. Xfinity has some easy to use self-service options like Xfinity xFi which can help. You're able to view connected devices and even allocate those devices to user profiles. And, you can pause a single device or even an entire profile from accessing your home network. For me it was a life saved to help figure things out in my home. You can learn more here. Please let us know if this info helps! 

Is there a way to see how much data is used per device?

Not a running total for the month but per specific device usage so I can see what it was and if there are issues. 
Last time I called Customer Support I did not get a clear answer and lost an hour of my life

That is a great question @user_0e9644. Our xFi App only reports a total monthly usage. As mentioned by my peer, you can keep an eye on each device (Pause and Unpause) to have a better understanding of your monthly data consumption. You can check our xFi features here. However, the app will not provide you with specific usage per device. Are you concerned about unusual data usage? What specific issues are you experiencing? 

@user_31aa2c​  Mine was 337 GB just now in less than 48 hours.  I don't know what to do either.  

@user_31aa2c Hi there! I'm sorry to learn about the spike. What I would suggest is to call in at 1-800-Xfinity and ask for our Customer Security Assurance Team. They can investigate any security issues that might be causing the large increase when there aren't any devices connected. 

@user_0e9644​ Xfinity has disabled the feature that show relativity of data usage among all devices on your Wifi. I used to be able to see that in 2019 but it's just a relativity rather than actual data usage per device, but at least that could give you an idea which device used more data than other devices. You no longer can see such thing in Xfinity app. They stopped updating my data usage since I switched to their latest model modem in second week of February. I rent modem from Xfinity all the time, so I wonder if whoever returned this refurbished modem to Xfinity did not deregister his or her account completely. I could not see any data usage on the latest model modem. It shows my February data as 890 GB but I exceeded 1.2 TB data cap before mid-February based on estimate. My March data shows less than 1 GB used, but I have downloaded a couple games from Origin account and watched some videos already. That should exceed 200 GB by tonight but nothing changed. 

Based on my experience, if you or your family members did not download big games from Steam or Origin or other video game online, then you should never exceed 1 TB data in a month. If your kids play video game, then that do not consume a lot data by itself, but download games can generate a lot data usage within a couple hours. 

I have unlimited data plan, so I do not need to check data cap. However, I still want to see if my data usage is normal or not to ensure there's no unknown device steal my data randomly. That can happen if your wifi or wired cable out of your house got used by other people. I put antivirus software on each computer to stop trackers and virus. 

@user_0e9644​ Same here. I spoke with an agent who told me to call another number in the morning .  There are so many complaints on this Forum  regarding the same issue.  It has to be a problem with XFINITY.  

@user_f38386​ I would call and LOUDLY complain.  This is something we cannot let them ignore.  Expect that they will blow you off and tell you just to buy their unlimited package, but don't let them.  Escalate as far as you can!

I called today. You’re correct, they kept pushing the unlimited plan. I finally spoke with someone that opened a ticket and sent it to their security team. Waiting to hear from them. Thanks, it’s good to know I’m not the only customer with this issue. From reading ALL the comments, it’s definitely an issue on Xfinity’s end. 

@user_645f4e​ You should have got unlimited data plan for only $30 more to cover that. 2000 GB is nothing if you have unlimited data coverage. There might be someone stealing your data if your wifi password is not strong. It does not seem that Xfinity server will overcount that much due to error. They have overcounted many customers' data usage between last November and this January for up to a few hundred GB like what they complained on the forum. However, overcount over 1.5 TB in a month seemed to be very unlikely. You need their tech support or in person tech to have a visit or diagnosis on your modem. 

@x_user1 Huh? I don’t want the unlimited data plan and shouldn’t need the unlimited plan! I’ve always averaged 300-400gb for years and 900gb when I had guests over for month and pretty much gaming and watching 4k tv non stop! Overcount 1.5 tb is very likely because it just happened to me and it’s been like this since November (and that probably isn’t a coincidence…) and almost exactly 2tb every month.  I am a software engineer and am extremely techie and know exactly what’s on my network and how my network works. It’s not an issue on my end and nobody is “stealing” my data except for xfinity….  Multiple other people on this forum and other forums are having this issue with 1.5tb+ of overcounting

@user_645f4e Hello and thank you for reaching out. Oh gosh, I am so sorry to hear about this extremely high data usage you are all of sudden seeing unexpectedly, and I would be more than happy to help get to the bottom of this. 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

@user_52e8b5

Good afternoon! Thank you for reaching out to us through our Xfintiy Forums and brining this concern to our attention. I can certainly appreicate the concern with your data if you have been using it less and still seeing an increase in the data usage. We definitely want to be sure this is accurate for you.

For data usage concerns, we recommend reaching out to our Customer Security Assurance team (CSA). Here are their business hours and contact information:

Business Hours: 6:00am - 2:00am EST, 7 days a week

Contact: 1-888-565-4329

@user_ec130a​ 

same story for me.  This Xfinity Company is horrible!!!

Hi, @