Sudden huge increase in internet data usage

@user_a0eb61​ 

this has happened to me as well!   Less than 200 tv and then boom - 1.4 TB with no change in activity for a 90 year old grandpa.  Filing a complaint with the fcc.  Anyone else have any suggestions?

Hello @user_a0eb61, I appreciate you reaching out to us with your data usage concerns, and I would be happy to assist you.

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

Hello @user_cc2756, thank you for taking the time to reach out to us on the forums. I can understand the confusion and frustration this would cause to see such a huge spike in data without a change in your internet activity. You have reached the right team to look into this for you today.

Can you send us a direct message with your first and last name and address to get started?

To send a direct message: 

1. Sign into the community. 
2. Click the message count or envelope icon to go to our private message inbox 
3. Click the New Message icon. 
4. Enter Xfinity Support in the Send to field. 
5. Type the reply in the Message box. 
6. Click Enter to send your message. 
7. You can see your back-and-forth messages with any user by clicking the messages. 

@user_e58593​ The same exact thing has happened to me! I was on vacation for the last 2 weeks, and I just got back yesterday and I am already over for the month of July?? It started for us at the end of April

@Art7​ Verizon I wish. Not yet available in my area. Thank you for sharing your concerns.

@Art7 Hello! We can definitely take a look at your data usage and see what is going on. Can you please send a Private Message with your full name and address? You can do so by following these steps:

Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

We look forward to speaking to you there! 

Hi, thank you for reaching out to Xfinity forums. We would like to look into your usage concern. Have any devices changed within the home? Do you have the My Account app to track the usage daily that is used? 

@XfinityAshley​ 

Nothing that would have almost doubled my usage for the month.

Gotcha! By chance have you had the opportunity to check the handy Xfinity application and see if there were any newly connected devices to the network?

I ask, as in the past, I've had unknown devices connect to my network (as my daughter was handing out our WiFi password to everyone and their brother!) and it caused my usage to go through the roof! I was able to login to the Xfinity application, and remove those devices from my connection, and everything went back to normal!

I've included a link below that will help guide you on how to check that, if it's not something that you're already familiar with!

https://comca.st/3Iewnpt;

Just an FYI to anyone still reading this forum - my July usage (with almost no variance in usage from all of my previous months) was back to normal (actually less than May).

So...Xfinity pulled something in June to claim my usage had almost doubled over the previous months.  I suspect that they were metering everyone's X1 connection incorrectly and fixed it last month.

I'd really like to see someone from Xfinity prove to me that I exceeded my average monthly usage by almost 600GB in June.

At this time data usage is verified by an independent, third-party auditor. The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them by following this link: https://comca.st/3QgnPBE or by calling CSA Toll-Free Number: 1-888-565-4329.

Hello, @907 we would be more than happy to review your current data usage to see where these spikes are occurring. 

To send a direct message [private message]:

   Click "Sign In" if necessary
   Click the "Direct Message" icon or https://comca.st/3HWbYp4
   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

@user_8789cb

Hey there, thanks for connecting. So, aside from the usual culprits of unknown data usage (background devices accessing data being the biggest) another contributing factor to accounts going near or over the threshold can be the system misreporting due to a fault MoCA filter. This happens in cases with On-Demand too, where a customers neighbor may inadvertently order a movie however it shows up on the other account. In those instances, a tech can provide a quick fix.

We are working on ways to track data down to the devices itself and better monitoring systems in general. In the meantime, we always cover the first instance of an overage of 1.2TB. In the event there is any sort of system or area-wide misreporting, we would credit back any overages and reset the courtesy month as needed. 

@XfinityBrie​ Oh come on, Brie. The culprit is xfinity.

@XfinityBrie​ The culprit here is that xfinity is not reporting data usage correctly. Xfinity site always reports that I use 120GB more per month compared to what my home router is reporting. 

@XfinityBrie​ Like I said, nothing has changed in the way we use our data.  We haven’t added any devices, we don’t do online gaming, and rarely, if ever, download movies.  Nothing has changed in all the years we’ve had  X-finity.  We have never come close to going over our data before (the highest being in the 600 GB range) so why now, all of the sudden?  I already used my free overage last month, as no one at X-finity was willing to fix this issue when I called.  I’m not going to switch to unlimited data plan, just to pay for data I don’t need.  

However, if X-finity doesn’t get this resolved soon, I will have no other choice but to switch providers.

So, how do I connect with a tech to get this fixed?

Thank you for helping us understand the situation in further detail. I can imagine the concern behind all this random usage, especially if you know for sure it's not coming from anyone within the home. I recommend reaching out to our Customer Security Assurance Team, so they can investigate this further. I've attached their contact information below Furthermore, I hope this was helpful! 

Customer Security Assurance (CSA) Team

PHONE NUMBER: 1-888-565-4329

Hours of Operation: 6:00 AM - 2:00 AM ET/Seven days a week

Hi, @musbegin. There's different reasons for an increase in usage. Did you recently upgrade any of your TVs, download a new game, do more 4K streaming anything like that? 

Hi @user_3c2527. Please send us a private message with your full name and full service address, so we can take a closer look.

Hi, thank you for reaching out to Xfinity Forums. When it comes to data usage we want to make sure our customers are able to see the current status. You can view your usage on the My Account App. 

I do not have a computer connected and simply have an iPhone. I am away from home approx 12 hours per day and asleep for another 7 hours. I am on EST and I have woke up in the am with 40-60GB's having been used overnight. This has been going on for over 2 months & unless I can get some help, I will have to change internet providers and I really do not want to do that. I have been a Comcast/Xfinity customer for over 20 years and have never had problems like this before.

@Melbab58​ SO Xfinity is charging customers to be their Home Hotspot extension of the Xfinity network?!

@user_a9aa0b​ Thank you!  I have had my laptop turned off & unplugged since I realized this was going on. Did you have to do your "magic" with your mobile device? My mobile is the only device I use Outlook on since I am not using laptop. Thanks!

@user_a9aa0b​ 

could you find out more specifics of what was done? For the first time ever we just got hit with a “you’ve used all your data for this month.” We normally use ~600 GB/mo, now apparently we’re on track for over 2.5 TB. Absolutely nothing has changed with our usage habits. I just disabled the home hotspot option which I didn’t know was on but want to make sure Outlook isn’t screwing things up either

@Vyxxen​ Since you don't mention having. Outlook running, then this is different from my issue.

Hi there, @Vyxxen I'm very sorry for the inconvenience you are going through with your Internet Data, I understand how concerning this is for you. Please send me a DM with your full first and last name along with your full-service address so that I can assist you further.

To send a direct message [private message]:

•   Click "Sign In" if necessary
•   Click the "Direct Message" icon 
•   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