Sudden huge increase in internet data usage

@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! 

@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"]

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. 

@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. 

@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?

@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.  

@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.

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. 

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! 

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.

why can't you just post some tips? Any troubleshooting tips or signs to look for? Does allowing the xfinity network hotspot get added to the totals? I have read through a lot of these posts and there is never a suggestion that everyone might be able to use that comes from Xfinity. Very frustrating. Poor business model in my opinon

@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 .

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.

@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!  

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.  

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.

@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.

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.

@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!