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user_61cb1f
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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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1 year ago

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user_fa0f1a

Contributor

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14 Messages

2 years ago

Hi

New here, we've had Xfinity internet & TV for a little over a month. We live in PA so are not subject to data caps at least for now. I find it interesting that Xfinity doesn't enforce data caps in Verizon FiOS territory but seems in other parts of the country. Coincidence? I also wonder if there's a way for those of us in the non-capped areas to check data usage. I'm not sure it would help because everybody's data usage is different. I've been lurking on this forum for a few days and know there are some technically competent people. Has anyone connected a router running DD-WRT or other 3rd party firmware and loaded it with a data consumption tracker? PfSense also sounds like a good possibility but doesn't sound like it's for those of us with weak networking  fu.  Here is a thread on this topic:

https://forum.dd-wrt.com/phpBB2/viewtopic.php?p=1024293

1

flatlander3

Problem Solver

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1.5K Messages

@user_fa0f1a​  I've got one old router I reflashed with DD-WRT  running as an access point for a garage.  It will show you what devices are connected but isn't going to give you per-device usage stats at least on the firmware load I have, just real time data throughput and a total.

Pfsense community edition (free) or Opnsense (free-open source fork that split off from the commercial version) work.  Both will do per-device stats, graphing, packet capture, history/logging as long as you want it, real time graphical per-device visualization, per device throttling -- bandwidth limiters per device.  I use the Pfsense version currently, but have used both.  That was my bandwidth/firewall control solution.  A little learning curve, but it's not that bad.

Remember, you want your WiFi behind your Pfsense/Opnsense firewall to accomplish that, so you'll be using other access points/mesh network Wifi, and not the gateway WiFi.  You'll need a dedicated box of some kind with at least two network interfaces, or you could buy an appliance they sell.  Setup isn't very difficult and both have good user forums with tutorials and pictures that will help you with firewall rules.  Configure both from a web browser on the inside of your network.

Most folks don't realize streaming 4K=~14.4GB/hour and there's a lot of UHD streams now ~11 GB/hour.  It adds up.  I don't know how you would stay under 40Gb/day without throttling them.   Streaming devices will all find the largest, highest quality stream they can deliver without buffering and the bandwidth limiters are hit and miss on apps, TV's and streaming devices.  Faster service?  More bandwidth usage.  Updates go insane too sometimes.  Email can get stuck re-downloading attachments.  Lots of things go wrong.

If you can't see what is doing it, you have no chance on a 1.2T data cap.

2 years ago

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user_14c12a

Visitor

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4 Messages

2 years ago

After Xfinity telling me I started using an insane amount of data beginning this year, I decided to get a different router that is able to track usage per device. I’m now using Synology RT2600 ac. Amazing how my data went down even though we haven’t changed our usage. No more overage charges.

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user_hja613

Visitor

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2 Messages

2 years ago

My average internet usage per month is 100 to 250Gb. It's only been 12 days into this month and my usage shows over 1.6Tb of usage. Holy moly. 

What on earth is going on?

Note: This comment was created from a merged conversation originally titled Massive Internet Usage Spike, Over 1.6Tb in TEN DAYS

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user_10b3f6

Visitor

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2 Messages

2 years ago

June 13, 2022 -- Like others here, I've been a loyal Xfinity customer for many years. Suddenly, Xfinity claims that I'm exceeding my monthly data usage, even though I haven't changed my viewing habits at all. I telephoned and my case was escalated [Edited-personally information], but I'm still waiting for a call back. I keep calling for information or for a solution, but they say I must wait for the escalated department to call me. They never do.

I receive a $30 monthly credit from Xfinity under the Emergency Broadband Benefit Program. I'm guessing Xfinity must want to retrieve its $30--and possibly more-- by charging me for fictitious data usage. Xfinity offers no proof, ignores my calls, and essentially has me by the jugular: either I buy their unlimited data plan or pay more for the additional data they claim I'm suddenly using. Clearly, I have no option but to quit Xfinity at month's end.

(edited)

1

XfinityNicolas

Official Employee

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1.1K Messages

Hey @user_10b3f6, thank you for reaching out to us on our forums. We apologize you are having trouble getting the information on the ticket. For security reasons those tickets are only viewable to our Customer Security Assurance team. You can reach them directly at the following 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

2 years ago

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user_993538

Visitor

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3 Messages

2 years ago

One update:

I have found one possible cause of my data usage.

My wife's Apple M1 with Big Sur was using ~ 1 MB/sec when nothing is running. 

Then I upgraded it to Monterey and the problem seems gone.

I use my TPLink Advanced -- System -- Statistics to check data usage from time to time.

(edited)

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user_e5794d

Visitor

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38 Messages

2 years ago

So, I found a fox for exceeding the 1225 monthly allotted data.. Every since I agreed to the extortion by getting on the unlimited data usage plan, I have not exceeded the 1225gb. I didn’t make any other changes and I have actually been streaming more than I was prior to paying more money to Xfinity??

2

user_26af20

Visitor

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3 Messages

@user_e5794d​  Same.

2 years ago

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user_e5794d

Visitor

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38 Messages

2 years ago

I have found the fix to exceeding the 1225gb.. I agreed to Xfinity’s extortion and signed up for unlimited data plan. Although I’m now streaming more than when XFINITY said I went over the allotted GB’s I’ve not once in last several months since paying them more money exceeded 1225gb??

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user_S2122

Visitor

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5 Messages

2 years ago

This isn’t a question, this is a statement to xfinity so I can screen shot it and use it in my lawsuit. I use about an average of 300gb of data per month ALWAYS!!!!!! Today I see after 2/3rds of the month I’m at 1200gb by xfinity faulty data monitoring or padding. This is IMPOSSIBLE. I have not made a SINGLE change to devices connected, shows watched, things download, NOTHING. I would like someone from xfinity to respond to this and provide me with a case number that I can reference. I will not be paying any overage of data and will take whatever I have to litigation for this to be solved. 

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

7

CCOtto

Problem Solver

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497 Messages

Hi, @user_S2122 [Edited username to remove PII]

 

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

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user_S2122

Visitor

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5 Messages

I will be calling on my lunch to figure this out. Just wanted to get this on paper for the lawsuit. This forum is FLOODED with data issues exactly like mine. My favorite are the ones where the data usage went up 300% from the previous FOREVER months and then they “buy” into the unlimited data scam and wouldn’t you look at that, all of a sudden their data usage is right back to where it was before. I’m also adding data tracking software tomorrow so I’ll know exactly how much data I used next month. My lawyer is going to have a field day with this. 

2 years ago

CCOtto

Problem Solver

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497 Messages

Our team will get this squared away with you when you call in. I apologize for the frustration this has caused you. 

I no longer work for Comcast.

2 years ago

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user_3fa89c

Visitor

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4 Messages

[Edited: "Solicitation"]  The same thing is happening to me, and yes, I see it's happening to many other customers.  Xfinity is intentionally recording false data usage to increase revenue. 

2 years ago

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user_y6w123

New Poster

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3 Messages

Happening to us as well. Amazingly all these issues will go away if we buy into Comcast's unlimited data plan and rent their equipment from them directly. If we don't then they cannot confirm that the problem isn't with our router, and it's probably our fault. [Edited: "Language/Inflammatory"]

(edited)

2 years ago

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Rhyland29

Visitor

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2 Messages

2 years ago

Not sure what happened but I got a message this morning saying I was at 90% of my data usage when I usually use a bit over half of that. I haven't done anything different this month so I'm not sure what the problem is

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

1

CCTimothy

Valued Contributor

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406 Messages

I'm so glad you reached out, @Rhyland29! I would be concerned with a sudden increase in data usage, and you're in the right place. We can definitely help out.

 

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 "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

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

 

See  https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

2 years ago

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Boxtopico

Visitor

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2 Messages

2 years ago

I have the same issue.  Our usage hasn't changed but all of a sudden we're using twice as much data?  Doesn't make any sense at all.  Now we're at 90%.  What's up Comcast/Xfinity?  Why is this happening to loyal customers?

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Boxtopico

Visitor

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2 Messages

2 years ago

We're having the same issue.  Our usage actually went down from February of this year to now we were notified we are at 90% for the month. Along with a request for us to purchase unlimited internet.  Could it be due to customers are ending their cable and going to live streaming services?

Anyone have any idea why this is happening?  Comcast/Xfinity?  

1

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XfinityPaula

Official Employee

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1.1K Messages

Hello @Boxtopico Thank you for sharing. It does seem very alarming that the data would increase suddenly like this. There are a lot of factors that could be causing the increase like streaming especially when streaming 4K. But I would be happy to help investigate the data to see what is contributing to the use. 

Would you please send us a direct message with your name and service address?

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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 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

0

user_41ef5f

Visitor

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11 Messages

2 years ago

I agree. And after multiple hours over the course of 2 weeks and in my opinion, my filing a complaint with the FCC, Xfinity backed off. Something is terribly wrong with their tactics. Someone needs to do something about it. I hope the Federal Communications Commission reaches out to me so that I can reconfirm that there was no resolve, as it is no resolution that my data mystery went right back down to minimal use which we have always enjoyed in our 5 years of internet with these clowns.  They said I needed a new modem - not true. Then they said I needed unlimited data -- not true, then they said it is clear that I was using lots of data -- not true.  Good luck everyone. Stay strong. Google, 'File a complaint with FCC'.  It is simple and straightforward. FCC regulates ISPs. After enough people voice their concerns, they have to act. ISPs have to respond to FCC within 30 days regarding any complaint filed.

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user_b3bf31

Visitor

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2 Messages

2 years ago

Same issue, got a notification this morning stating that my usage was suddenly over 90% when we usually use less that 400 GB. I spoke with customer service and they offered no help only offering that I switch to an Xfi modem and unlimited data. Why is this happening? I refuse to switch to unlimited or the Xfi modem.

(edited)

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CCDevinC

Contributor

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473 Messages

Hey there! Were you able to get this resolved or still need assistance?

I no longer work for Comcast. 

2 years ago

0

user_56f9f7

Visitor

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3 Messages

2 years ago

I've had a huge data usage spike for the past four months and have been unable to determine why. I've worked with Xfinity and done all of the things they've asked me to do, but the data keeps ticking away. Can someone please contact me to try to resolve this? Thank you!

Note: This comment was created from a merged conversation originally titled Data Usage Direct Message

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user_a82b49

Visitor

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2 Messages

2 years ago

Anyone else experience high data usage after commercials aired on TV advertising unlimited data option?  I have been a Xfinity customer for over 14 years and have never gone over my 1.2TB of data.  I have paused all devices, reset the modem, etc. Somehow I used several GB overnight while asleep.  I have checked in the app and all devices connected are mine.  I can’t help but feel that this is a way for xfinity to make customers switch to the unlimited data plan and squeeze extra money out of long time customers pockets.

Note: This comment was created from a merged conversation originally titled High Data Usage

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CCChristopher

Problem Solver

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577 Messages

@user_a82b49 I am so sorry to hear about this high data usage overnight while you sleep, and I would be more than happy to help in looking into this further if needed. If you still need assistance with this high overnight data 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

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