U

Visitor

 • 

5 Messages

Sat, Nov 27, 2021 6:26 PM

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?

Taye81

Visitor

 • 

6 Messages

6 m ago

Add me to the list. I had this same issue, Never exceed it before and I have used Xfinity many years at multiple locations. No way we exceed when the same devices are used each month. Now, I am dealing with outages every day and I work from home.  Really annoyed and looking for another provider. This is ridiculous.

Visitor

 • 

3 Messages

@Taye81 It is the same for me!  There are just two of us in the house, we do not game and only have tv on for couple of hours in the evening, we don’t even have our phones in wifi so tell me how we are going over? I was on chat over an hour with customer service just for them to try and sell me the new unlimited package and a new 12 month commitment….seems VERY suspicious to me to be honest!  This just confirms my suspicions with numerous people having issues! They will get caught, just as Apple did when they made old phones stop working so customers would upgrade! Stop trying to take advantage of people comcast! This is why you are losing customers! 

Visitor

 • 

12 Messages

@user_4b8503

I am in the exact same situation.  Talked to 3 reps, 2 in India all trying to sell me unlimited.  There is a definite scam going on here.  I am looking for other victims on Facebook and I will be reaching out to the FCC-[Edited: "Solicitation"]

(edited)

Visitor

 • 

1 Message

I have the same issue. I feel like I am getting ripped off. Usage is crazy and I am not even home. Usage has always been in the low 500gbs not I am over the 1250gbs. 

x_user1

Contributor

 • 

36 Messages

@user_c14a0e​ It could be your modem or wifi issue if you get abnormal data usage count in a particular month or day. Double check if your wifi connections have been used by unknown devices on Xfinity app. It could also be a malfunction of your modem. My current modem is the latest model swapped on Feb 10th. It had the exact opposite issue as yours. It had not updated any data usage from any device it's connected to. I have unlimited data coverage from xfi complete, so it does not matter how much data I use. I still want to check data usage to make sure no unknown devices connect to wifi and use my data. 

If your modem drops your internet signals sometimes during a day, that can cause data usage count interruption as well. I normally use 1.5 - 3 TB per month since I signed up to xfi complete, but I have multiple computers and mobile devices. The game account from Origin uses more data than other services. All of a sudden, this new modem does not generate any data usage since I swapped to it last month. I did a test yesterday to download a game over 100 GB from Origin but nothing happened later. It still shows I have less than 1 GB used in this month. 

I think you should swap your modem to a new one if you get abnormal data usage. However, for my case, I do not bother to switch to another modem as long as the internet speed and signals are consistent. 

(edited)

Visitor

 • 

3 Messages

6 m ago

It is the same for me!  There are just two of us in the house, we do not game and only have tv on for couple of hours in the evening, we don’t even have our phones on wifi so tell me how we are going over? I was on chat over an hour with customer service just for them to try and sell me the new unlimited package and a new 12 month commitment….seems VERY suspicious to me to be honest!  This just confirms my suspicions with numerous people having issues! They will get caught, just as Apple did when they made old phones stop working so customers would upgrade! Stop trying to take advantage of people comcast! This is why you are losing customers! 

XfinityAbbie

Official Employee

 • 

950 Messages

@user_4b8503 I am sorry to hear you are also having issues with your data usage being abnormally high. Have you tried any of the steps outlined in this thread to see if it helps resolve your issue?

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

Contributor

 • 

22 Messages

6 m ago

Check your usage daily. Don't use auto play for sites like youtube, netflix or amazon prime. Turn off sites when you leave or when you are done. Use lower resolutions for viewing stuff. 720 is plenty good enough. If you use 1080p, that's fine but you will use a lot more data per movie or video. I hate going over my limit. Good luck!

Visitor

 • 

8 Messages

@user_d263b5​ 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.  

(edited)

Curly1

Visitor

 • 

3 Messages

6 m ago

In the last couple months my data has increased 200-300 GB. Nothing has changed at my end. I see many others having this same problem and want to know what is going on. I dont want to be charged for overages when im not doing anything to cause this. My August usage was like 650 GB.

Note: This comment was created from a merged conversation originally titled increased date usage.
Curly1

Visitor

 • 

3 Messages

@Curly1     I was told that they couldn't access my account and all they could do was see my usage. They would not admit that there is a problem even though I mentioned how many on here are having the same problem. These are the people from the number I received on here for the Security pros. I talked to 2 different people and all I got was change router password and check to see which device is downloading in the background.

Visitor

 • 

17 Messages

6 m ago

Same here. I am communicating for my mother who's 85 years old the last 3 months her internet usage has slowly been going up to where this month it was almost exceeded all she does is watch her Roku and an occasional zoom call with her friends there is no way she is using the alloted amount every month something is severely wrong my husband can sit and watch TV all day and all night and we never and we have all our devices connected to Wi-Fi never come close to exceeding our usage how does an 85 year old person do it something is wrong.   

Got a hold of quality assurance good absolutely nothing for me he agreed he could see that all of her months were always rather low usage and suddenly in September at height and it's just been hiking since I went ahead and replaced her router with a new one her Roku with a new one I got her a brand new cable to run from the wall to the units her Roku is set at only $720p all she does is watch murder she wrote and some home improvement shows that's all she does and then a couple of zoom meetings a week with her friends that's it there's no way she's using over 1200 GB a month.   I am at a loss as to what to do because no matter who you get a hold of it's only our fault when it's clear that she's using double the amount of data my husband and I use I'm deliberately came home had hurt called her had her put her murder she wrote on I put it on on my TV we watched for 2 hours an hour after that I checked data use I used 1.1 GB she used 2 GB so they are counting double usage for her

(edited)

Official Employee

 • 

768 Messages

Hi, @user_10f512, we ask that you send us a direct message per the instructions of the official solution on this thread so we can assist you further. That way we can get to the bottom of these issues for you and your mother. 

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
JRharm

Contributor

 • 

17 Messages

6 m ago

Seems like this issue on incorrect data usage has suddenly returned.  My usage doubled last month (over twice the consistent number from the previous 3 months), and now I'm already over 150G in three (3) days this month.  And ironically, my service was down for nearly the entire day on December 1.  Nothing has changed with my devices or services, our online time might have increased a bit.....but seriously what is going on?  Given the past track record on botching this up, I'm looking right at you Xfinity.  

Official Employee

 • 

768 Messages

Hi, @JRharm. We really do want to assist our customers, if you can please follow the instructions on the accepted solution in regards to sending us a direct message so we can look into your account specifically. That way we can get to the bottom of this for you! 

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

Visitor

 • 

2 Messages

6 m ago

Same problem in Chicago. Usage well below 200gb until November 2021. It then shot up tp 972gb. Nothing changed over the previous 10 month in what we watch, or equipment we have. What I do know is you guys have increased my monthly bill by about 20% and sold me a faster package. Current usage shows 60gb/day (now at 228gb. Entire month of October was 149gb. What have you done?

Official Employee

 • 

3.1K Messages

Greetings, @sturat1! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear that your internet usage might not be reporting right. For more information to have this monritored and find out what's going on, you can reach out to our Customer Security Assurance (CSA) team at 1-888-565-4329. Please let us know if you continue to have issues or if they were able to track down the issue.

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

Visitor

 • 

2 Messages

6 m ago

Minneapolis here, and we will be reaching out to customer service, but wanted to get added to the list of accounts having the same issue!

Family of 5, never before exceeded the data limit even with all three kids here doing online school last year. In GB, our usage was: June-1044 (high for us), July-843, Aug-777, Sept-2029 (!!!), Oct-1270, Nov-1604, and now 741 for the first 8 days of December.

Notice the HUGE increase between August and September, which makes no sense considering all three kids went back to school, including one who completely left our house and WiFi to go live in a different city. 

We've been trying to isolate the issue; checked the router; changed passwords; paused devices...the only people here during the day are two adults, not streaming anything, not gaming, just working and doing some video meetings occasionally. The evenings are two kids doing homework, sometimes online, and a few hours of gaming. Since yesterday at 7 am, we've used up over 100 GB! What is going on??

AnnV8

Visitor

 • 

25 Messages

@user_0bc739 we are nearly a carbon copy of your issue except we didn’t have as many high months, I caught it pretty quickly, since complaining and getting someone to look into it it seems our Internet has come back to normal but I am still babysitting the usage on a regular basis and I’ve been kicking kids off the Internet and everything and it seems like it’s gone back down to normal but there was no reason for that high! literally kids are gone at school for six + hours a day now there’s no reason for this even was one person working from home .

Visitor

 • 

2 Messages

It's really crazy. I can't imagine what all we'd have to be streaming to use up that much data in a day. The only things connected during the day today were two iPhones and two laptops. I disconnected the Xbox last night, and only reconnected an hour or so ago. I paused the printer. Only two of us were even here from 7 am-3 pm. It doesn't make any sense.

Official Employee

 • 

183 Messages

@user_0bc739, thanks for reaching out! I went ahead and sent over a direct message to further assist you. Go ahead and respond to the direct message and we will be happy to help!  

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

Visitor

 • 

8 Messages

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.  

Visitor

 • 

2 Messages

6 m ago

I am on the second month of this.  Spent many hours last month with data escalation experts who supposedly traced my offending device to one Amazon firecube.  But it’s not even being used….I’ve reset that, now same problem.  I don’t have time for 5+ hrs again with customer service with no resolution.  Figure this out Xfinity/Comcast!!!!!  

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

Official Employee

 • 

238 Messages

Hey, @user_5e6e35! Thanks for posting your data usage concerns. We definitely want to help provide an understanding of how the 1.2 Terabyte Data Usage Plan works, and help prevent any overages where possible, of course. I know there's a chance not much has changed this month, usage-wise for your household, but I still want you to see what all can affect your usage. Here's more on what counts towards your data plan, then a few more details regarding when you'll be alerted for approaching, reaching, or exceeding your data usage plan. Customers are often surprised by certain programs or activities that count towards the plan, so that's why I want to start here. After reviewing these links, please let me know if you still have any questions or concerns, and we can always take a deeper dive into your account if necessary.

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

Regular Visitor

 • 

7 Messages

@XfinitySara I am in the same position and have now gone from 646GB yesterday at noon to 886 GB right now and I can tell you that is not possible.  My usage is the same as always, and I used to be at 600-700 per month.  I have called, escalated, posted, and gotten nowhere.  I am all ready for the deeper dive into my account.  Please help before this customer of two decades is forced to switch providers.

Visitor

 • 

11 Messages

I have the same problem.  Usage went from 549 GB in November to 937 GB in December (out of town for 8 days that month), then almost went over the 1229 limit in January (even thought I monitored it very closely).   Are major user is a single Samsung 4K tv.  Mid-January I tweaked its settings to use a lower resolution which seemed to help, but an older tv was using in the prior months where I still say the problem.  Average usage last year was closer to the 548 GB reported in November. During the 2nd half of January I averaged 17 GB/day after I tweaked the tv's resolution.   Then, in the first two days of February the Xfinity app reported that I used almost 90 GB.   SAME EXACT setup as that used for the 2nd half of January where I measured about 17 GB per day on average.

I have reset my router passwords, admin and wifi, but the problem continues.  Today the app reported my usage as 106 GB from 7 am until 5 pm.  Then it jumped to 142 GB a little after 5 even though no streaming of significant internet was used.

I had a bad experience with the "Level II" XFinity tech who seemed more interested in telling me about their high use data plan for $30.   He closed the ticket I had opened at my objection since the problem was not solved and he could not explain the inconsistent readings that their app was reporting.

I have had, in general, good experience with XFinity but will move to another provider is this does not get resolved soon.

Visitor

 • 

2 Messages

6 m ago

My data usage doubled from october to november and is approaching overage for december. No new devices have been added. Every time i contact comcast i get a different answer and they ask if i want to subscribe to unlimited data. No, I want to find out why it has jumped so high. They gave me a ticket #, but ive not been contacted. Very frustrated! Any guidance greatly appreciated!

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

Visitor

 • 

2 Messages

6 m ago

I started having the same issue last month.  Now I am 9 days through December and almost out of data.  I have checked everything and nothing has changed since early this year.  When I called, they said that I must have a weak password or multiple people on my WiFi.  That was not the case.  I need help.

Visitor

 • 

2 Messages

6 m ago

I started having the same issue last month.  Now I am 9 days through December and almost out of data.  I have checked everything and nothing has changed since early this year.  When I called, they said that I must have a weak password or multiple people on my WiFi.  That was not the case.  I need help.

Contributor

 • 

22 Messages

6 m ago

I have been checking my data for this month. So far is very low compared to October and November. Check your data usage daily. Some apps like Netflix and Prime use a lot of data at 1080p but at 720 it is way lower. So far so good! Keep checking.

Visitor

 • 

2 Messages

6 m ago

Adding my name to the list. For the past few years we've averaged 400 gb for every month. Now we're 9 days into December and suddenly I get a warning that we're at 900 GB!

What is happening! Absolutely nothing has changed in our day to day.

Visitor

 • 

11 Messages

@user_04a870​ I have the same problem.  This is something that started in November.  I tweaked my TV's resolution settings and that seemed to help temporarily but the problem returned Feb 1st.  Good luck!

AnnV8

Visitor

 • 

25 Messages

6 m ago

I have noticed that my usage has gone back down to normal, it seems like, because of complaining and having gotten a supervisor to look into this so I’m not sure if they fixed it, but it’s definitely lower than it was in October and for sure in my overage month of November. Fingers crossed that they’re fixing the bugs in the system!

forum icon

New to the Community?

Start Here