U

Visitor

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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?

Visitor

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2 Messages

Hace 6 m

See “just another ignorant customer’s” post below. 

Regular Visitor

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7 Messages

Hace 5 m

My normal data usage has been comfortably below the 1.2Tb limit. October was 579, September 705.  In November, we replaced two devices and did use extra data setting things up and backing them up, so I wasn't super-surprised towards the end of the month to see that we were nearing and then at an overage for the month, especially because we had remote zoom school for a while that month (although note that we never once went over last year when we had tons of remote school).  Fine.  By the end of the month, the unusual activity ceased, the data reset, and I assumed everything would be fine.
I've checked in in December, and it still seems very high.  Already at 566, which is nearly the entire usage for the month of October.  And nothing unusual going on, including no remote school.  Even more concerning, although I have an email from XFinity noting that I only hit 100% of data on November 24 (at which point, I reduced usage quite a bit), it now says that we used 2181GB for November.  I don't know when it changed, but this is way way WAY higher than it told me when it sent me emails at the end of the month.


I have my own router and modem; however, my router software shows me all connected devices, and they are all mine.


Something is very off; I just do not believe that we are suddenly using this much data, or even that we used 2181 in November, since that is not what was reported during November.


I would love someone from Xfinity to reach out.  I did call in November, and the system would not connect me to anyone without restarting my modem and calling back, which takes way too long, considering that it has nothing to do with my issue.

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

Visitor

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3 Messages

Hace 5 m

I have had the same experience this month- 9 days in I received a text that I have used 90% of my data, 4 minutes later I reached 100% while not even home. Over many years I have never reached the data limit, let alone 9 days into the month. Last month I had to restart the modem daily due to offline issues. I called Xfinity with this issue, thinking they may be related- the rep could see the increased and unbelievable usage, agreed to waive any fees, and instructed me to exchange the modem which I did today. Less than 10 minutes after setting the new modem up I it went offline again, restarting with the usual hard reboot. Still too early to tell if it has corrected the ridiculous and erroneous usage reports. 

Visitor

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6 Messages

@user_a3c62c same exact thing happened to me and I'm a truck driver. 

XfinityDaryl

Official Employee

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465 Messages

@user_1fef41

 

Thank you for sharing your experience with us in our community forum. I would recommend reaching out to our Customer Security Team who can look into your data usage. A wonderful specialist from our Customer Security Team can investigate to see what is happening and help find resolution to this issue you are having. You can reach out to our Customer Security Assurance (CSA) team at 1-888-565-4329. 

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Visitor

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1 Message

Hace 5 m

We just got a notification yesterday that we were about to go over our data usage and we don't game or have kids in the home. We have used the same amount of data all year, watching the exact same shows. Nothing has changed, except our plan. We added Paramount Network to be able to watch Yellowstone. That's it!! This better not happen next month. We only get one overage per calendar year. 

Official Employee

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177 Messages

Hi @user_e38f46 thanks for taking the time to reach out. If you are using an Xfinity modem, you can log into your Xfinity App and see every device that is connected to your modem. From there, you can block access with to those devices. This will eliminate unnecessary internet usage. We also allow one courtesy overage a year, that will not charge you for going over. 

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Visitor

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1 Message

Hace 5 m

I have the same exact issue, right now it's "being escalated" so I can be told the same thing. I began monitoring my router and have clear data stating that I am nowhere near that amount of usage. It's absurd.

Official Employee

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287 Messages

Hey there, @user_435c37. Thank you for the comment. We can definitely look into this situation for you. Please send us a direct message so that we can look into it for you. 

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Visitor

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3 Messages

Hace 5 m

I am having a similar issue. Our data usage tripled in the last month and I have no explanation for it.

XfinityGina

Official Employee

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539 Messages

Yikes @user_dd0af2, that's a big jump! We would be glad to see if what you are seeing matches what we see on the account, as a starting point. If you'd like for us to check, please send us a direct message, using the following instructions:

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

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

 • 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/3FdaXqe for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

Hace 5 m

Have never been over on usage until November 21 then a substantial increase. December 21 says we have used over the limit and will be charged $70.00 overage use. This is a second home with very little usage. After reading all the issues and feeble responses I think I will change carriers for my internet. This overage is absolutely incorrect.

Visitor

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2 Messages

Hace 5 m

I was notified of overage in December and would be charged for the GB overage. This is a second home with very little usage and has never used these amounts. Unbelievable of the feeble response to these complaints of GB overage. I will change carriers in short notice if not corrected and I have tried to contact a live agent to no avail ,

Visitor

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6 Messages

@user_c6fb7c I used this # 18009346489 but it's a waist of time. I've talked to 5 agents only to tell me me the same thing and transfer me to customer security service # 18885654329. And they want to upgrade, this is a scam and I'm about to contact the news 

Official Employee

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639 Messages

Hi, @user_c6fb7c. I get you have some questions about the usage which I understand. Every month, you will be able to view your current data usage to see where you are. This way you can keep an eye on the data during the month. This link will show you where to find this: https://comca.st/3F7s2lz

 

If you feel the data is wrong, I can certainly help with this as well. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

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Visitor

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2 Messages

@user_1fef41

I agree. This appears to be a scam to get people to sign up for an unlimited data plan.

 

Visitor

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1 Message

I totally agree, they have only just begun to charge for data overages in our area and suddenly our usage has about tripled what it has always been.  Total scam! 

Official Employee

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228 Messages

I'm sorry that you are having increases to your usage. It would be my pleasure to assist you with talking a look at what has changed. If you have already looked at your usage and fell this is incorrect we have some additional options.

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 "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

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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4 Messages

Hace 5 m

I am also experiencing recent huge spikes in data consumption even though I am an average family with average usage.  Following the advice in this thread I opened a chat session at the top of the page with @XfinityAmir and the final advice was "I understand your concern is getting the answers you need as far as your data usage goes, but I wanted to remind you of your option to eliminate the data allowance all together by adding unlimited data to your account. We have the option to add it for $30.00 with your own purchased modem, or we also have the $25.00 Xfi-Complete plan that comes with unlimited data, free modem rental, and advanced security so that you can personalize your network. Let me know if one of these options sounds like the one for you, if you add unlimited today we can wipe out any overage you have for the month."

Of course, the solution is for me to spend more money instead of xfinity to honor its loyal customers by resolving the problem.

(edited)

Visitor

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12 Messages

@Susan1343

I have just had 2 more frustrating calls to India which consumed  1 hour and 42 minutes of my life and they could NOT get it through their heads that suddenly using 10 times more internet per month after 14 years when nothing had changed meant something was wrong.  I am almost in tears with the frustration of trying to communicate with them.  I finally broke down and accepted the unlimited data with no commitment for $30 per month since I was going to have to pay them $50 extra this month for the extra data I am using.  I currently appear to be using what I used to use in two weeks every single day!  Nope, nothing wrong there! I will be finding SOME other option as soon as possible!

AnnV8

Visitor

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25 Messages

@Susan1343 It’s nearly the exact thing I was told too, they told me to upgrade to unlimited and I’d have no problem, except I currently only pay $60 a month for my two year contract, it would have to be nearly $100 a month!! Yeah, of course our only option is to force us into paying more money. SMH

Official Employee

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157 Messages

This is certainly not the experience that we want you to have with your account and services @user_8b60f5. If this was your first time going over on Data, you should have been notified that we do provide One free Courtesy Data credit every 12 months. You can read more about it here https://www.xfinity.com/support/articles/data-usage-exceed-usage. 

We will be glad to take a look at this in more detail. To get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

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

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7 Messages

@Susan1343  That is what they tried to do to me also, sell me unlimited data!  I had to tell them they weren't listening to me and they weren't much more help.

Visitor

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10 Messages

@AnnV8​ download the data usage app and you’ll see that xfinity is using our data when connected to WiFi.  My data usage spiked this month too so I started investigating and with that app I am able to prove that it’s using data inappropriately.  I spoke with their support and they told me they are looking into the problem.  I had them confirm on the phone that I will not be charged for any extra data charges.  I pay for one gig and previous months can prove I don’t even use half a gig.  This is fraud as far as I’m concerned.  

Visitor

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13 Messages

Hace 5 m

Been reading a ton of posts on a bunch of different threads opened up about the same issue- data going way over all of a sudden.  I'm in the same boat, so nothing new to really add.  Always been around 200gb a month, then this past August til now it's been from around 1300-almost 1600gb a month, out of nowhere, with no change in habits in the household. Just 2 of us, and we dont do gaming and rarely stream.  Originally I was told it was "data leakage" and that the "data leakage" in my area is what caused it and they were going to have someone look into it.  But, the next month my data was even higher.  Had a tech come out and change the wires/cables....next month data was even higher.  I had my own Netgear router so I thought maybe the router was the issue.  This past Saturday I changed to an Xfinity modem/router to monitor it for a month and maybe see if my Netgear router was the issue- well today is Wednesday, so 4 days later, and it went from 1000gb this past Saturday to me waking up to an email saying I've gone over the data cap.  So over 200gb data used in 4 days, and this is with an Xfinity modem/router now.  So clearly my Netgear modem/router was NOT the issue.  I dont know what to do anymore.  Clearly this issue is happening to a lot of customers and also clearly is that it's not being resolved.  At this point it's pretty obvious that Comcast is doing this as a scam to get people to give up and just pay the $30/month for unlimited data.  No chance I'll do that.  I will 100% switch to another provider for internet.  This is absolutely ridiculous.  A complete joke. 

Visitor

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17 Messages

@AlwaysAnnoyed2at-comcast     I agree have no clue what to do as far as my 85-year-old mother goes for two days it finally dropped down to around 18 GB and a 24-hour period which is more normal and then now in the last 24 hours it says she used over 60 GB unreal when all she's doing is watching murder she wrote and a few TV shows ridiculous.  I'm at the same point going to switch providers it's clearly on their end

Regular Visitor

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7 Messages

@AlwaysAnnoyed2at-comcast 

It's not a joke, this is criminal. I agree the whole point is to try and shove everybody into the unlimited plan. As soon as I went over they switched my plan to unlimited without asking. Proof positive of the entire intent. 

Visitor

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10 Messages

@AlwaysAnnoyed2​ I agree with you.  I used .75 of a gig overnight awhile I was sleeping.   I downloaded an app called data usage and had my daughter and friend download it too who are both on other carriers.  So we all downloaded it, disabled WiFi assist and connected to WiFi and started using google Facebook and so on.  The app showed I was using my data but neither of their phones used data as they shouldn’t because we were connected to WiFi.  I called xfinity support and got a credit for the extra gig I was charged but at the rate I was using data I will again go over my 1 gig I pay for.   I had the representative confirm on the phone that I will not be charged for going over again.  They know this is a issue and are working on getting it fixed.  Apparently it’s been going  on for quite awhile.   I’m going to the store tomorrow to prove in person how it’s using data inappropriately.  If it doesn’t get fixed I see a lawsuit being filed against them.  Too many people having these overage charges.  

Nap1985

Visitor

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4 Messages

Hace 5 m

Yay! Me too! I average about 450 gb a month for past 4 years. Suddenly, November it went up to almost 900, today Dec. 22 it hit 1107gb. Somethings going on, I'm assuming we're only a small percentage of the people with the  problem that have come here and commented. I only recently got my internet fixed after months of outages, took 5 tech  visits and the issue ended up being something not on my property  (never found out exactly what.) Now this? I  already have ATT box on the back of my house. I'm not sitting on the phone for hours trying to solve this when it's clearly not an isolated issue on my end. They're not getting any more money from me, so if they want to keep getting the money I've been paying for years...fix it. 

Visitor

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6 Messages

@Nap1985 As of today I'm at 4212gb, I guess I'm supplying my whole county with internet service 

Nap1985

Visitor

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4 Messages

@user_1fef41 So generous! Think you deserve a statue in the town square. With the overage costs that would be....$600 a month? 

Visitor

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17 Messages

@user_1fef41 . Omg ridiculous. And they can't admit it's their issue

Regular Visitor

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7 Messages

I was just told by a support agent that as long as you have cellular data enabled on your phone  you will be charged for cellular data even when you are connected to wifi. Even at home on Xfinity's modem/router !! This is criminal. I've had other carriers in the past and I never had to adjust my phone settings every time I left the house or returned. They charge you for cellular data when you aren't using cellular data. They are trying to shove everybody into the Unlimited plan obviously. When I went over what they call cellular data this month they immediately put me into the unlimited plan, which I did not ask for. Everybody needs to file a formal complaint.

Official Employee

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116 Messages

Wow, that is a lot of data! We would be happy to look into the data concern with you today. To get started, please send our team a direct message with your full name and full address? 

 

To send a "Peer to peer" 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 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

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2 Messages

Hace 5 m

I am also having this problem of seeing a doubling of my internet data usage this month, with little change on my end. What’s up?

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

Official Employee

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116 Messages

That is a great question and I would be concerned too! I'd be more than happy to look into this issue with you. Could you please send our team a direct message with your full name and full address?

To send a "Peer to peer" 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 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.
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Official Employee

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602 Messages

Hello, @user_9cf175 have you reached out to an expert specialist from our Customer Security Team who can investigate to see what is happening and help find a resolution to this issue you are having. You can reach out to our Customer Security Assurance (CSA) team at 1-888-565-4329. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

Hace 5 m

Like the user above, I have been a long time Comcast/Xfinity customer (9 years). The last 2 months I received alerts that I was about to (then did) exceed my 1225GB plan. I have also had typical usage in the 125-200GB range per month in the past. There have been no changes in devices that I own or have connected to my network. I also was gone quite a bit earlier this month. Remotely, from the other side of the US, I monitored the data usage for 2 weeks, and saw it repeat its exponential usage rise, just like November. Last month Xfinity gave me a "grace" month for exceeding the plan limit. I've also been digging into the wireless devices connected to my network using an app on my phone, as well as the app for the Cable Modem. I'm concerned that possibly someone has hopped onto my network. But even after changing the Wireless name and password the data usage continues to skyrocket. After looking at some of the other comments in this thread, it appears there's a good likelihood there is some systemic issue on Comcast's side. I've called Tech Support twice and they remotely rebooted the Modem (which I've also done multiple times); no help. They had a technician come out and inspect cabling from the outside network box to the connection on the outside of the house, then inspected the interior wiring, even replacing some connectors; no problems were ID'd by the technician. 

XfinityDaryl

Official Employee

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465 Messages

@user_16d984

 

 

I can understand your concern. At this point, I would recommend that you reach out to our folks in the Customer Security Assurance team. They handle our internet security and investigate data usage. You can visit them at

https://comca.st/3svTGoK. You can also call them by calling into our main number (1-800-934-6489) and request to be transferred to the CSA department.  They are open between 8:00 am and 12:00 am ET. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

Hace 5 m

I am having a similar problem but I was looking more towards accessing the router to find out what device exactly was using so much data if any. but i am having a issue logging into my router even after a hard reset it wont accept the password and username on the side on the side of the device. can someone please link me something to help?  

Official Employee

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639 Messages

Hi, @Questionable... I would reach out directly to our Customer Security Assurance Team. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam,  and other security issues like this. You can reach them over phone at 1-888-565-4329 from 6:00 AM - 2:00 AM ET, or visit them online at https://comca.st/33XOiAK.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

Hace 5 m

After I wrote in to this forum earlier in the month of December, the GB used number that I had been seeing completely disappeared and went down to about seven or eight GB. This was down from well over 900 GB the day before - December 4th or 5th.  My computer shows data used as well as your system, and it's recording about 8 GB used thus far in the month of December whereas I just got yet another notice from Xfinity that I had used 75% of my available internet data. Something is seriously wrong here that you guys need to correct. 

Visitor

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17 Messages

@sturat1    yes something is wrong  they will do nothing about it   my 85 year old mother is now using well over 900gb for dec when she NEVER EVER used even used half of the allotted 1229 per month... i have been checking it every morning at 8 am and keeping a diary of the data use   i even stayed at her house for a 24hr period and watched what she was doing   only watching imdb for murder she wrote and a few other tv shows there   NO MOVIES   NO HIGH DEF nothing  and 3 zoom meets a week with her friends for about and hour her data use in a 24 hour period is averaging 40 - 50 gb    now she would have to be watching major high def videos for that    ......they keep deleting my post telling people to write a complaint to the F.C.C   

Visitor

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3 Messages

Complaint to the FCC is a good idea!  Thank you!

Official Employee

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538 Messages

Hi there, @sturat1, thank you for taking the time to share you experience. I can understand how concerning it would be to see the usage data disappear and unexpectedly lower. I would like to do a little more investigating so we can provide a clear picture of your monthly usage. Please send us a direct message with your full name and service address. 

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.
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