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?

Responses

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user_41ef5f

Visitor

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11 Messages

3 years ago

They are doing this to 1,000s of people. This happaned to us in the Spring. We spent a month on the phone for many hours trying to resolve. Three times we have filed complaints with the FCC who are supposed to regulate ISPs.

I am very sad to tell you, that when you file a complaint to the FCC, all they do is turn around and ask the ISP to respond to this complaint (like a mediator) to the client within 30 days. The FCC says if your not satisfied with ISPs response to contact them and work it out.

Xfinity attempt at resolution, is to send a long tirade of legal contract jumbo actually suggesting a new modem or to upgrade.

The whole experience was horrifying. We don't know what else to do.

Altho, to be honest, filing the complaint seems to have brought our usage down to normal ever since. This is a sad sad story of customer service and regulators allowing a company to monopolize the system.

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flatlander3

Problem Solver

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1.5K Messages

@user_41ef5f It's been a 'complaint' since the 1st data cap was ever imposed.

Only way to 'win' is if you can prove how much data you used in court, so you need to actually log it. Then the argument changes. They have to prove your logs are wrong. Log at the hardware level, plus every host you contacted, data transferred on every device, which device contacted which host. You can't do that with Xfinity equipment, so using their crippleware IS the problem. You need a firewall that has the capability.

Couple of years ago, someone did prove an error with data reporting, and it was "fixed", but it did take a user with the capability to do it.

3 years ago

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user_7a084b

Visitor

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6 Messages

I am happy to say that towards the middle to end of August, my usage slowed down dramatically. This is just the 2nd day of the month & my usage looks normal. Fingers crossed that this will be the end of this bad blood with Xfinity. I hope every ones usage goes back to normal.

3 years ago

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tiredofspam

Visitor

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4 Messages

Yeah…funny how that happened. My usage dropped back to normal the following month after I complained in this forum (coincidence?) with no change in usage or behavior.

I posted this a few weeks ago but it mysteriously disappeared. Signed up for frontier fiber internet in Florida - $45 month total, 500Mbps up and down, free install, no cap, no rental charges. My Xfinity bill is now $260/month and I can’t even use the Xfinity stream app on my Roku when I’m in Florida.

Of course, the fact that Xfinity has a virtual monopoly on internet service doesn’t hurt them.

3 years ago

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CCLuis

Problem Solver

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493 Messages

Greetings,tiredofspam. Thank you for taking the time to bring your experience to our attention. I'm happy to read that the Usage issues seems to be under control. As for the cost of service, I would be more than happy to review your account with you in order to see if there is anything else available for your account. When you get a chance, please send our team a direct message with your full name and full address so that we can assist you further.

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

3 years ago

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user_b6319c

Visitor

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6 Messages

3 years ago

If anyone from Xfinity is actually paying attention: IM NOT GOING TO PAY YOUR JACKED UP, FRAUDULENT DATA OVERAGE CHARGES, nor am I going to let Xfinity trick me into upgrading to unlimited data.

(edited)

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CCJennifer

Problem Solver

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743 Messages

Hello @user_b6319c! We're happy to help with your data usage concerns.

Could you please send our team a direct message with your full name and full address?

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3RgXp3e

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

I no longer work for Comcast.

3 years ago

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user_dfd4a7

Visitor

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2 Messages

3 years ago

The data usage at my household went from ~150 GB in July to ~1200 GB in August!! That's just not possible, I decided to monitor data usage this month and it's already at ~200 GB SEVEN DAYS IN. Thats outrageous and not possible with internet usage at my house. At the end of last month I spent hours going round in circles with the online support only for them to give me a small credit and not explain why this misrepresentation is occuring! I took a look at the Xfinity forums and many other users are having this issue. It's outrageous!

Note: This comment was created from a merged conversation originally titled Data Usage percent increase of ~700%

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CCDaryl

Problem Solver

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828 Messages

@user_dfd4a7

Please reach out to our Customer Security Assurance team, who can look into this for you: https://comca.st/3QxHufR.

I no longer work for Comcast.

3 years ago

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user_e0c692

Visitor

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3 Messages

3 years ago

I’m getting excess usage notifications which is impossible given my history and the fact that I’ve reached 90% of the max in only the 1st 8 days of September. I called and was told to change my email and internet passwords which I did. But it doesn’t seem to have helped. This needs to get fixed!

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

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flatlander3

Problem Solver

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1.5K Messages

You are left with three possible solutions if you are using Xfinity gear.

Your neighbors may have MoCA devices connecting to your gateway via coax. You can look at their app, and see if there are any devices connected you do not recognize. Although their app is rotten and may not show you every device connected I'd look there first. You may need a POE filter (point of entry filter) installed where the cable comes into your house. If you have no MoCA devices yourself or a cable TV set top box, you can put it on the back of your gateway. They're $5 on Amazon.

Get rid of the Xfinity gear, and buy something that will show you data used by every device. You'll save $14/month on rental fees.

Pay for unlimited -- although, I'd be more concerned about which device went insane and is using data, and why.

3 years ago

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user_82221a

Visitor

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4 Messages

Have you had any success accessing usage per MAC address in the Xfinity router portal? Although I can’t access it yet I’m wondering if it’s worth trying to figure out the credentials in the first place.

3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

@user_82221a Sorry to hear you have some data usage concerns.

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.

I no longer work for Comcast.

3 years ago

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user_1217e3

Visitor

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2 Messages

3 years ago

Good afternoon,

We have been having unusual increases in our data usage. This began in June and each month has been worse. We have no changes in the amount of streaming or devices and cannot figure out the issue on our end.

In June we used 469 and then July jumped to 706. August made its way to 1529 and as of September 10th we’re already at 433.

We do not stream all night, but last night is said we had 13 hours straight of usage. We would really like to find out why this is happening.

Thank you for your time.

Note: This comment was created from a merged conversation originally titled INSANE Usage Issues

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ashes1222

Visitor

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3 Messages

I experienced this same issue in July and August. My usage was reporting a 17.5x jump!! INSANE. Contacted Xfinity via their chat function and agents assured me I wouldn't be charged for the overages, yet here I am with a $100 charge for August. Been on the phone with multiple agents for the past two hours trying to get this reversed. Truly the worst experience.

3 years ago

XfinityRoberto

Official Employee

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1.7K Messages

Hi there and welcome to Comcast! @ashes1222. Thank you so much for brining this horrible experience to our attention. You are in the right place, and I am happy to take a look at your account. Can you please send me a private message with your name and address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from 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

3 years ago

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UnknownEntity

Visitor

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3 Messages

Mine went up also. June was 284, July 540, August 982. So far September is showing 210. Something gotta be going on.

3 years ago

CCEthan

Official Employee

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1.4K Messages

@user_1217e3. Due to privacy we can't see what devices used what data. Many devices have data tracking, especially computers. You can also check mobile devices Wifi usage and mobile usage to get an idea and the phone will also break down where it went. If you don't find anything I recommend calling Our Customer Security Assurance team for data dispute at 1-888-565-4329.

I no longer work for Comcast.

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

3 years ago

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JoeHenry

Visitor

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1 Message

3 years ago

I am seeing the same thing since May of this year. I have done a lot of research and still I'm at a lost. My usage was about 300GB a month until May when It went over. I am not sure what could be causing the issue and xfinity has no clue.

I may have to change provider.

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CCMike1

Official Employee

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933 Messages

Hello JoeHenry, if you need assistance, please send me a direct message with your name and address.

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I no longer work for Comcast.

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

3 years ago

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user_d863a0

Visitor

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1 Message

3 years ago

We're having the same problem here. Every month of this year we've been averaging around 800GB of usage. In August that usage spiked up to 1600GB resulting in $80 in overage fees added to our bill and our current usage is already up to 926GB. It's only the 15th.

To the Comcast employees saying contact the Customer Service Security Team: we've already tried calling. They could barely give us any information and said someone would call us back to discuss further but they never did. No, we are not interested in upgrading our service.

We have no faith in resolving this issue with Comcast alone. We have no interest in going in circles with you guys so we already have an active complaint with the FCC

(edited)

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user_dc5ee8

Visitor

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3 Messages

This has been a big problem and Comcast seems to have no interest in fixing it. We had the same sort of spike a couple of years ago, and went through the same frustrating process with "customer service" as everyone else. I now check my data usage everyday. It has been pretty normal since the last issue right about 7Gbs/day. Sept 1 I checked my usage and it was 39 for the day; that is not possible. All month I've been running 10-20Gbs/day, way above average. No teenagers in the house, we aren't doing anything different. I never called about the data usage because I can't stand to talk to those people who have no ability to fix anything and only want to sell you an unlimited plan. Good luck.

3 years ago

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user_16d7a9

Visitor

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7 Messages

3 years ago

I have been with XFINITY for years and now I’m getting data usage advising 75percent within 1st 15 days of month? What is going on when th XFINITY data use?

Note: This comment was created from a merged conversation originally titled Use unrealistic

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user_16d7a9

Visitor

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7 Messages

I’m even turning off my modem at night now because of this wild use of data

3 years ago

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user_82221a

Visitor

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4 Messages

Same! I’m not even sure what to do. I see the customer service agents have been giving the same response to everyone for almost a year although customers have always said that even after following instructions on those responses they get no help. This is horrible.

3 years ago

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user_82221a

Visitor

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4 Messages

3 years ago

This is insane. For almost a year many people have been having the same concern and the representatives give the same responses even after customers have provided updates that they were not helped after following these instructions. Has anyone had success reporting the company to the better business bureau?

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user_63288d

Visitor

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9 Messages

@user_82221a I have heard of some people going the route of filing a complaint with the FCC as well as the BBB and having some success. I know exactly what you're going through and basically outside of canceling your services, filing a complaint is your only avenue for satisfaction.

3 years ago

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user_16d7a9

Visitor

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7 Messages

3 years ago

I have had the same happen to me just started this huge use in mar/apr/May etc

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XfinityBenjaminM

Official Employee

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2K Messages

@user_16d7a9 Hello! We will need you to send us a Private Message so that we can look into this for you. Here are some instructions on how to do that in case you need them:

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.

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

3 years ago

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CharlesLarry

Regular Visitor

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6 Messages

3 years ago

My internet data use suddenly spiked from a many years-long pattern of less than 400 gb/month to more than 1000, and with seven days left in the month I'm pretty certain I'll be over the 1229 gb limit. I found out when I got a msg from Xfinity last week informing me that I had already 75% of my limit. Since then I've been monitoring my usage via the usage meter both online and in the Xfinity app, and it continues to creep up. The usual pattern is maybe 24 hours with normal data use (7-8 gb per day), then all of a sudden in a single hour my usage spikes up by 20 gb or more. I've also monitored the family members who use our network via the app, and see nothing out of the ordinary. There has been no change in the pattern of data use in my household, and I'm at a loss to find a cause for this. In addition, I've been checking for unassigned connected devices and find that every day or so something new shows up with only a number to identify it (e.g., 7E7199D281B8, CA1B48F77E74) - when I see one of these I immediately pause it and have noticed no bad effects from this until today when my wife's iPhone 8 wouldn't connect and the iPhone error msg said it was paused! Go figure.

I've also done a gateway reset (I'm using Xfinity's XB7 gateway (the white one), but that didn't solve the issue.

I've talked with a service tech at Xfinity, and got no help other than a suggestion to purchase an unlimited data plan. I'm pretty certain that this problem is on Xfinity's end, and that somehow my data use is being mis-reported. Can anyone help with this?????

Note: This comment was created from a merged conversation originally titled sudden high data use

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user_3fa89c

Visitor

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4 Messages

3 years ago

The data usage hasn't changed in my household, yet xfinity has said I'm using over the 1.2 TB since July. I see that there are many other customers who have experienced the same problem. The problem is with xfinity. I have called twice regarding this issue and was told I would need to upgrade to the unlimited data plan. One agent told me I had used 75% of my 1.2 TB in one day in July.. one day! That isn't possible. Xfinity is the problem. When will this end?

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

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user_10e67c

Visitor

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2 Messages

3 years ago

I am getting alerts all the time now saying that I am going over in data charges. They have charge me $70 a month for this. I have called customer service and have chatted online to multiple people and have received no answers. Where are the daily reports of our home usage. I see the graphs for monthly use and the numbers only but how are we to monitor ourselves? They told me to download the app, I would be able to see daily reports but nothing. So is this another way to charge customers more money by telling us we are using more data but not letting us seeing where or how to change on our end. We have been using the same since Covid and now that everyone is back to work and school somehow I am going over. Anyone, figure out how to see your data usage or did they just change sevices? I don't want to continue with chargers nor change plans to pay more monthly for something that is seen on Comcast end only.

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

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XfinityEricB

Official Employee

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2.1K Messages

Hello @user_10e67c, and thank you for reaching out to us here through Forums for assistance with your data usage meter concern. When you open the app, tap Internet on the top left menu bar or on the Overview screen, you should see the total used in the current month on the very bottom. Is there nothing showing on the bottom?

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

3 years ago

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user_d3d0d2

Visitor

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2 Messages

3 years ago

I have been an Xfinity customer for over 7 years and recently I bought my own equipment. Since I have bought this equipment, I have received an overage notification 2x out of the 3 months that I've had the equipment. I have called several times trying to get this figured out. The offshore rep that I talked to this am would not allow me to speak, everything I said she spoke over me and was yelling, then straight hung up on me. ( WAY TO GO XFINITY CUSTOMER SERVICE) I had to call back and talked to a 2nd offshore rep for a little over an hour, this is just today, she told me that since I use my own equipment that they can only guesstimate how much data I'm using. However, if I started using xfinity's modem that I most likely would not go over on my data for $14 a month. I have been tracking my own data since I bought new equipment and I'm not even close to being at 1.2 terabytes. I was told I was not going to be charged and yet here we go. I am being charged for data overage. I have been checking my data daily/ monthly, I have not gone over on data, NOT EVEN CLOSE to 1.2 TB but Xfinity does not want to hear this. They want me to upgrade to unlimited for an extra $30 a month. I refuse to upgrade when there are 2 adults that live in this household, We both work a full-time job so we are not home until the evening and on weekends we do not stream a lot and basically just use our cell phones that are not on Wi-Fi... I have also contacted your customer assurance team with no luck, so please don't ask me to contact them again. Contacting Xfinity is becoming a full-time job for me, and I absolutely hate speaking to Xfinity CS.

Looking at this forum it seems Xfinity is having a major issue with this. Seems a little shady to me.

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

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BruceW

Gold Problem Solver

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26.3K Messages

... since I use my own equipment that they can only guesstimate how much data I'm using ...

That's incorrect. Counting is done by the equipment at Comcast that modems and gateways communicate with, not by the modems or gateways themselves. The process is described in reports in the "Comcast 20?? Usage Meter Accuracy Audit Report" documents on https://www.netforecast.com/audit-reports/.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

3 years ago

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CCEdgardo

Problem Solver

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513 Messages

Hi there, @user_d3d0d2. Thank you for reaching out to us.

Could you please send our team a private 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.

3 years ago

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user_8e3503

Visitor

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2 Messages

3 years ago

I have been Xfinity customer for many years, and I have received 100% internet data usage (1,229GB) warning on Sep. 22. Today morning (Sep. 25) it shows 1,385GB usage, meaning I have been used the internet data on average 52GB/day. This is absurd and non-sense, because, since I get the 75% warning notification, I've been checking all network usage in my home and there have been nothing unusual, and made sure to use the network at the minimal. I even had used my AT&T mobile hotspot for the business works. The usage history is 509GB in June, 255GB in July and 804GB in August. At this rate, I expect additional $100 charge in September. How is this happening all of a sudden with no change in my equipment or usage? I believe there is something wrong with Xfinity data usage report.

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

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mike1sc

Contributor

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73 Messages

I agree with you 100%. The same thing happened to me 24 hours apart. What [Edited: "Language"] Xfinity. Did you find a new way to steal from us?

(edited)

3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

@user_8e3503 I can understand your concerns with data usage, and I 'd like to look into this.

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.

Here's how to "send that direct message";
Click "Sign In" if necessary.

Click the "Direct Message" icon in the upper right corner or https://comca.st/3dLXm0R;

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.

I no longer work for Comcast.

3 years ago

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Your Home Network

user_61cb1f

Sudden huge increase in internet data usage

user_41ef5f

flatlander3

user_7a084b

tiredofspam

CCLuis

user_b6319c

CCJennifer

user_dfd4a7

CCDaryl

user_e0c692

flatlander3

user_82221a

CCAbbie

@user_82221a Sorry to hear you have some data usage concerns.

user_1217e3

ashes1222

XfinityRoberto

UnknownEntity

CCEthan

JoeHenry

CCMike1

user_d863a0

user_dc5ee8

user_16d7a9

user_16d7a9

user_82221a

user_82221a

user_63288d

user_16d7a9

XfinityBenjaminM

CharlesLarry

user_3fa89c

user_10e67c

XfinityEricB

user_d3d0d2

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

CCEdgardo

user_8e3503

mike1sc

CCAbbie

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