Sudden huge increase in internet data usage

@user_f12d2d​ 

Same here and I’m actually streaming more than prior to giving up more money!

@Hckymum​ I was on the same boat of you guys on closing to exceed data cap before COVID started. Fortunately, COVID made Xfinity to remove data cap temporarily, and then added promotional offers of unlimited data for $10 per month extra with a 12-month contract in end 2020. That's totally worth the data overage protection even if you do not go above the data limit. For those of you suddenly increase data usage without your awareness, possible reasons below can explain what's going on: 

1. Double check your wifi password and make sure nobody is using your data without your permission. Also check the list of connected devices to your wifi on Xfinity my account app. If someone else use your data, then that can explain sudden data usage increase. 

2. Double check if you have any large size like 40 GB or larger games or applications downloading to your computer and if your connection is stable during the download progress. If your internet signal drops a few times a day or even in a week, that means something is wrong with either your modem or the hard wire outside of your building that connects to Xfinity signal cable box. You may need to book a tech visit to find out the root cause. Frequent signal drops can cause significant data usage increase, because the download progress will not stop and try to finish the same set up each time your connection resumes that will waste some data. 

3. Double check if your Xfinity hotspot for home internet is turned on. It does not mean your data usage will increase significantly if you keep the hotspot on all the time. However, the hotspot is turned on to serve your neighbors or visitors that use the internet speed nearby your building except anyone live in your household. When I exceeded my data cap for the first time before COVID, I was told to use the free xifi wifi that's the free public hotspot for Xfinity users only. That's not supposed to use your data limit, but I doubt that's true. You can use xifi wifi for 500 GB in a month without any increasing your regular data limit at all, but such data usage gets to be covered somewhere, right? So whoever sponsors your data speed should cover your xifi wifi data usage that needs to be someone live nearby you and turns on Xfinity hotspot. 

4. There can be a server issue that wrongly counts your data usage. Such issue can happen, but I doubt that happens randomly on so many users complain the abnormal data usage increase on this forum. The root cause of server issue can be one or more of three issues addressed above.

Good luck with your data usage correction with Xfinity. 

@shikai​ Thank you !

@x_user1​ Thank you, I've done all those things.  No Gaming here!  Two 60 year old living here 

@x_user1​ 

As soon as I agreed to pay for unlimited data (no other changes) and actually have been streaming more, I’ve yet to exceed the data limit. Go figure!

Hello @user_46d64a! We certainly don't want you to go over your data if it can be helped, and I'm happy to help in any way I can see if there is a way to prevent the increase. We also have an unlimited data option if you require it. Can you send us a private message with your full name, name of account holder (if different), and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

Can you explain why, even though I’ve been streaming more since I agreed  to pay Xfinity more money for the unlimited data plan that you guy’s push when customers call in regarding sudden high data billed, my data usage went back down to what it was previously??

@user_e5794d All data calculations are based on the usage within the home. We are not able to see what devices have used how much for the privacy of your account. You may be able to find out more information here: https://comca.st/3MXYYQL.

@user_2ea3c2​ What's your speed plan with Xfinity? If you have one of their fastest speed package like 800 mbps or faster, then you should double check your kids' online games. Sometimes when people play games, Xfinity can drop their connections because they use a lot bandwidth. You may not notice that if you only play a little. However, if you play a couple to a few hours without stop per day, then you may notice such disconnection. That's called signal drops. In such case, your actual data usage can be doubled or tripled or even more when the connection resumes. Windows network diagnosis and Crystal Diskinfo for hard drive health can verify that. The website sponsors the online games will not stop transmitting their data to your kids' devices during the disconnection, so once the connection resumes, your device can resume the process especially during game download or update process. That's when your data usage gets counted much more than you usually use. 

That's just based on my own experience. I do not often play games, but I do download games to each used computer I buy and upgrade to show their gaming capability and graphics quality for resale. When signal drops happen during game download or update process, it cost me more data usage than usual. I have unlimited data plan to cover such wrong data count caused by Xfinity signal issue. 

@x_user1​ Thanks! this is good to know and I'm going to look into it with the kids.  

Absolutely a modem swap is great step. For something that has been so persistent we might want to have one of our amazing field techs come by to do some digging on this hiccup. Your experience means the world to us. Having this type of signal issue for such a long period of time is never how we want you have the Xfinity Internet for your home.

@user_3b4f28​ It's possible your data usage can be 700 GB in one day if you have Xfinity's gigabit speed plan. That will require you to download large size games (40 GB or larger) every hour for over 20+ hours in a day to reach such usage level. For such fast speed, 40 GB game can be downloaded within one hour if you maintain such high speed. That will be approximately 960 GB if you run your device 24 hours per device. If you use more than one device, the speed will be shared among those devices, so it does not increase your data usage per hour. 

If your internet speed is 100 mbps or less, then logically speaking, there's no way you can reach over 100 GB per day even if you turn on your device 24 hours per day. 

I like to skip movies and TV shows a lot on my streaming services, since I don't have time to watch them from begin to end for many hours per day. I have fast speed plan >600 mbps, so I just use fast forward to skip a lot and watch begin for a few minutes and middle to end for a few minutes per movie or TV show. That saves me a lot time but the device will still buffer fast with high speed to count as the whole video gets watched or data used. If you have such habbit on your streaming experience, you can use a lot data too especially on UHD or 4K resolution contents. However, the only thing I can think of such big data usage in a day is game download from Origin or Steam or other online gaming sites, because their buffer speed is faster than streaming services. 

@user_da9dc4​ 

I agree with you.  They have "forced" me to change to the unlimited plan.  Looks like for the month of March our data will be around 2000 GB

with former monthly averages at 500 for more than a year.  We NO LONGER even have our Ps4 connected.  But when I tried to rectify the problem

with changing my password AND getting a new modem what was curious is that for over 10 days the data monitoring system that the "security

expert" said was accurate read "0" GB used, until day 10 it popped from "0" to over "500".

I WOULD LOVE to have an app that shows which devices are using all of this supposed DATA and I'd like to know who to complain to about this situation.  As an aside, the local xFinity worker that I spoke to at the store while changing to the unlimited plan said that his last month's data skyrocketed as well so he also upgraded to unlimited; yet, he didn't seem bothered by this change.

@user_da9dc4​ Maybe it's there way of making you appreciate you switched up after strong arming you into it.  Just not right. 

@user_da9dc4 Thank you for bring this to our attention. I am glad you downloaded the Xfinity app. This is a great tool to use and keep track of the devices that are connected to your network. I have used this to see all the devices and match the MAC addresses to the devices I use. If I find one that does not match I pause the usage on it and then remove it in the same app by clicking on the device information tab and then click remove. I also set up profiles for each person in my house and add their devices so I can see exactly who is using the most.  

Hi there, @user_fb189a, thank you for sharing your experience with us. Did you see a change in your usage report after removing your PS4?

@user_da9dc4​ I use Glasswire to track usage per device. Also tracks daily usage of data. The free one works. The paid one which isn't too expensive covers all your stuff. Try it!

I always have trouble understanding what they are saying, very annoying. I always have to have them repeat and slow down.

Hello @user_769b34! This is never the feeling we want you to have and I'm happy to help you with your internet and data concerns. 

It's true that streaming in 4k uses more data, but not all content is available to watch in 4k. Here's a great link that explains more about how data is used.

Additionally, if you lease one of our awesome gateways, you'll have access to xFi! xFi is a great tool for monitoring your data usage and even gives you control over your network and the devices that are connected. This link has all those details! 

I have been having an issue with the amount of data usage I use ever since they have billed for overage. It's just me and my daughter with the same usage, but one month I'll almost exceed the max and the next month or so I use 1/2 to 3/4 of the max. I have changed the preferences on the streaming from best resolution to good but that doesn't seem to make much of a difference. My daughter turned wifi off on her phone and just uses data since she her mobile provider gives her unlimited data usage. I was out of town the first week of March and my data usage was higher for that week than the following week when I was at home. Now today is April second at 9 AM and it shows that I have used 100GB! There is definitely something wrong with the metering. 

@user_769b34 Thank you for reaching out and bringing this to our attention. We can understand the frustration and would love to look into this for you. Are you doing strictly 4K streaming? 

@user_cb6dd2​ 

They are all employed in the Phillipines, Pakistan, India ect....

The Comcast way, pay your people smaller wages, and rip your customers off $100 per month.

What a shame, just full blown robbery!

@user_80d3b3 Here is what uses the data within the home: https://comca.st/3DAx3De. you can view your usage through the My Account app and https://comca.st/35Ay3KZ. If you feel this calculation is in error please contact our Customer Security Assurance (CSA) Team at 1-800-XFINITY.