Sudden huge increase in internet data usage

@user_63288d​ There is a bar chart that shows up if you log in and click on the wireless symbol. From the same original login page if you click on My Account and work your way in, you can see the monthly usage. Click on the table format and you see the running numbers.

@user_63288d I would like to assist you with this, and go over your current usage to see what is going on.

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

@user_3a7f10​ They told me the same thing...you can buy unlimited data.  When I asked them to prove to me that I was the one that more than double my data use in one month, they said they couldn't.  Only suggested I change the password on my router. 

Hello, @user_3a7f10. We would be happy to further help with your data usage. Have you checked the Xfinity app to see what devices show the largest amount of usage? Once you see what the high usage devices are then you can check the device itself to see what data is has been using to help narrow things downs further. 

My router shows me exactly how much data each device is using but the people at Comcast could not care less. In fact your response is basically the standard response from customer support which is useless to us. What comes next is the phone number to the Customer Security Assurance team which that team's name couldn't possibly be anymore sarcastic as the last thing they're worried about is customer security. 

Hello, @user_63288d. We are glad to help with the data usage questions you have. The Customer Security Assurance team are the ones that handle any data usage issues for our company as you know. The meter will count both uploaded data and downloaded data. Have you tracked the data usage down further by comparing your the data usage on your devices to the usage you see on your modem and at the Xfinity data meter? That can help to track down where you are seeing the difference from. Using only 1-2 devices for a day or two can further help. You can see if things look correct and continue to add devices back each day to track the issue down further. 

@XfinityRay​ This is not true Xfinity. We checked our devices, and nothing on our side showed what your Xfinity reps claim. The repeated suggestion to upgrade or rent your router is insulting. Since we filed a complaint with the FCC everything is fine, as it had been for the 4 years we have been with you (up until of course the dreaded Spring, where you claimed otherwise).

@user_3959a7​ giving a fake ticket number seems to be their way of getting off the phone with the customer. I've had that happen also and when I call back to check on the status, they tell me there is no record of a escalation or ticket number.  I was told the notes for the day I called only indicated that they 'educated' me on what devices, etc. use data. That was a laugh since I had told them a couple of times during the conversation that I had the web page with that info in front of me.

@user_63288d​ As I have mentioned, if you use Outlook you need to look into fixing that. Our IT guy did that on my company laptop (I work from home) and the usage went from 2 TB/month down to 72 GB. If you go to their website you can look up the data usage and play around with  logging out of Outlook for a period and see if the data usage continues. Unfortunately I can't get there anymore on my computer. The phone app also doesn't have the hour by hour bar chart, just the total for the month. Makes troubleshooting more difficult.

@user_6dfe6a Hi, thank you for your message and I know data spikes is super concerning especially when knowing your set up has not changed. When you removed cable did you add more streaming services or devices that stream at all? Also have you done the basic troubleshooting steps by changing or updating your WiFi password?

@user_6dfe6a​ 

To anyone having this problem. Are you technically proficient or know someone who is? If so, I'd suggest using your own router that has data logging capability or install a 3rd party firmware on a router you might already have. I'm pretty sure some of the higher end non-Xfinity routers have the capability to track how much data they send and receive via the internet. I believe an Xfinity device can be set to only function as a cable modem, passing the internet data through to separate router. Personally, I bought my own cable modem and use a router with dd-wrt installed.  We don't have data caps where I live so haven't set up data monitoring but it's certainly possible. Here is one how-to:

https://www.howtogeek.com/222740/how-to-the-monitor-the-bandwidth-and-data-usage-of-individual-devices-on-your-network/

Hello @user_955a75 Thank you for reaching out through our forum. 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.

Hi there, @1geTTnX1r1pd I'm very sorry for the trouble you are having with your data concerns. Please send us a DM with your first and last name and your full-service address so we can assist you further.

@user_63288d​ If the old modem/router was not connected, it should not have increased your data usage. I found out my area now has ATT fiber internet available with no data usage caps so I am going to switch my service.

@reenska​ I would agree but for some reason as soon as the modem that wasn't connected was removed my data usage went back to normal. I can't explain it but that's the only thing that changed and it's normal again. 

@user_63288d​ Strangely enough, I recently had to replace my modem and the system seems to be stuck showing my old (now disconnected) modem still attached to my account...  I am trying to get some help from Xfinity to resolve that, but your post has me concerned that somehow disconnected equipment still in their system is pulling data counts...

Thanks for your information!

@JPWildman2​ same here.

@user_14c12a​ I posted my unusual experience with data going CRAZY high out of nowhere and I spoke with the company and they waived that month.  During the next month I had a new modem and it didn't accurately count the data (I watched it on the app and for about 10 days it showed "zero" usage), so for that month we were under our normal usage.  However, the following month it was going CRAZY high again even though we no longer had the playstation plugged in and nothing else had changed, but I caved and took the "unlimited" because the company was unwilling to really figure out the "why/reason" for this bizarre situation. 

Here is the interesting point.  For the last 4 months we have NEVER gone past the 500 GB mark (which is right around where we ALWAYS were)!  So, I'm paying extra for the peace of mind that I don't have to worry about the usage.  But it is maddening since we are now right back to where our family typically fell which is 500 GB/month.

Hi, @user_fb189a. Thank you so much for sharing this insight with us. I definitely understand how something like this would be concerning, and it would be my pleasure to look into this data issue for you. Just to confirm, when you signed up for Unlimited Data, did you sign up for xFi complete? The reason why I ask is because xFi Complete includes the rental modem, unlimited data, and xFi Advanced Security. xFi Advanced Security has features that really clamp down on your network usage and can really help keep any unwanted devices off of your network which could have an overall impact on the usage you're seeing on your account. 

For example, xFi Advanced Security:

• Helps prevent you from accidentally accessing risky sites.
• Blocks remote access to smart devices from known dangerous sources.
• Monitors network activity in real-time to detect when devices are behaving in unusual ways that could indicate a security risk.
• and much more. 

@JPWildman2​ Same thing here. My usage for August looked like I would exceed the max or be very close. After I posted my complaint, it has slowed down also I looks like I will finish just a little over 1000GB, which still is too high for what we use. No gaming devices on our internet. I'm sure they are just trying to upsell to use they're modem and unlimited GB.

@user_1bd633​ I checked and am still on the road to be under 100 gb for August. The fix to Outlook is holding steady for me. I wish i knew what the IT guy did (work computer I use at home), but it was more than just reinstalling Outlook. Maybe something about resetting my profile..

Hello and thanks for taking the time to reach out to us on our Forums page! We appreciate you being a long-time and loyal customer with us. We can certainly further look into this Data Usage concern on our end. To best assist you, please send us a Private Direct Message. 

Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message 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

Hello. I'd be happy to assist with your data concerns. To get started, can you please verify your full name, the full name on the account (if different) and the full service address with the zip code? 

I have had a problem with excess usage in September with an email telling me I used 75% of the data within the first 6 days. When I checked August it was also high but didn’t go over the max. Reading other comments makes me think something happened with them in August and my usage meter is going off the charts. I called  a couple of days ago but they didn’t really do anything. Told me to change my email and internet passwords which I did and it’s still going up. 

@mjkeaa​ thanks for the tip! If I might add, you can turn off automatic login and automatic connection from your settings on an iPad or iPhone.

@mjkeaa​  Thank you so much! This issue has been driving me crazy.

@mjkeaa​ 

Or get your own equipment. I'm not subject to data caps ( there is competition here - Verizon Fios) but never used Xfinity's equipment and haven't had improbable data consumption numbers.  The monthly cost on an Xfinity modem/router would have been $14/month.  The cable modem cost $89 and I already had a router. I figure it took 7 months to pay for the modem and I know what it's doing.  I wonder if people having trouble are using Xfinity's hardware or their own?  Being able to independently document what sites you connected to and how much data you transferred is not especially easy or cheap. 

pfSense is an open source firewall that would do what is required to document data usage and the price is right - free. It runs on a standalone PC, wouldn't require the latest and greatest but it would require some knowledge and patience to install and configure.