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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3 Messages

Hace 5 m

We have a similar issue.  Our usage is always very consistent and this month it has more than doubled.  We are two people, no kids, no gaming, limited netflix watching, no other tv streaming.  The only advice they could give us was to change our password because maybe someone is using our wifi.   If that is the case, not only has the person hacked our internet but they are also managing to secretly live in our house with us as our wifi drops as soon as you walk out the door.  Seems to be a scam as this has to be a mistake on the Xfinity end.  They gave us two days as "spikes" during which we were out of town and our house was empty.  We also had an outage one day which should have resulted in lower data usage, not higher. To add insult to injury my husband spent a couple hours on Christmas Eve trying to get this resolved with a few less than helpful and one rude (Jolene) xfinity customer service agents.   I'm very suspicious  of their data use calculations.

Visitor

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3 Messages

@user_20211c 

Further adding to the frustration, yesterday we had our second xfinity cable and internet outage of the month.  Special thanks to xfinity for the TV outage during the New Year's Eve bowl games.  I think XFINITY should be paying us for two days of outage during the month rather than charging us a bogus overage fee.  Also - whoever posted that you aren't charged for the first month Xfinity falsely claims you had an overage is incorrect.  This is our first month to be victims of this scam and we have already received a message saying we will be charged.

Official Employee

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217 Messages

Hi, @user_20211c

 

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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Visitor

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2 Messages

Hace 5 m

Is there any way to track usage data by device? I've been getting overages the last couple months and can't track the data hog. The data jumps at weird times. This month I got a 90% warning on the 23rd then got the 100% warning today on the 24th. I saw a post in the forum with many people talking about unexpected overages the last couple months. Is there any way week dig deeper into my usage to see what devices are using the data? 

Note: This comment was created from a merged conversation originally titled Confusing Data Overages - Usage by device

Visitor

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4 Messages

@user_1851c8 I have Arris modem then an Amazon eero homework network after that. All my home devices are connected to eero. I'm also paying for eero secure service - $29 per year. It gives me ability to see per device usage statistics - both real-time and historical data by day, week, month etc. 

Over the last few days, something went wrong - my total eero usage is showing about 85GB per week on the average consistently over many months including this week but xfinity data usage is showing as consuming 100GB per day over the last few days. Exceeding 1.2TB today as a result. Since we had one similar overage in Jan, we will be billed for overuse now.

I'll open a support ticket with Xfinity but there is clearly something wrong. My wife saw Comcast doing some cabling/digging work in the next street. Not sure if it's related. My neighbor on one side says he is fine.

Official Employee

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114 Messages

@user_1851c8 If you are renting a Comcast modem, you can download the xFi app and keep track of device usage, total data usage, and even set rules to "pause" certain devices, or certain times! 

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Visitor

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4 Messages

on your tv using your remote you can 

mako99

Frequent Visitor

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7 Messages

Hace 5 m

I had an insane spike today. Received a notice at 1:00 AM that I was at 75%, 5:00 another one saying I was at 90%, 8:00 another one saying I was at 100%. Contacted support and they tried to tell me my usage has been increasing month to month. I told that didn't explain a spike from 75% to 100% in a matter of hours. They just kept pushing the unlimited plan. Meanwhile the Northeast escapes this ridiculous data cap for at least another year. Why is our state saddled with this garbage? Stressful being a comcast customer dealing with these caps. Maybe it's time to find another provider.

Visitor

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17 Messages

@mako99   yes definitely very strange and it's rather shady that all the option for everybody to have this fixed is to buy the unlimited plan as if they're trying to force everyone into it.   Anybody else on here from Michigan.  That's where we're having problems

Visitor

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6 Messages

@user_10f512 I'm in GA and yes their trying to push paying extra for unlimited. I'll go unlimited if they lower my plan 

Visitor

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2 Messages

Hace 5 m

My data usage is rarely over the maximum limit (1.2 T). Once, a few years ago, it jumped rather high when my grandson was living here and playing a multi player game online. October and November, 2021, usage was 500+ gig OVER the 1200 allowed. Both months. December, which is almost over, is notably under the max usage. Before I call on Monday, I thought I'd check here and see if there is a commonality among other clients when this happens. We're doing the same old stuff we've always done. No multi player gaming. No video calls other than 15 mins on Thanksgiving and the same over this weekend. We stream Netflix and Amazon Prime and occasionally some IMDB or Paramount. I use the browser on my Kindle. My husband uses Chrome on his desk top. Again, nothing that explains this increased usage. Is someone possibly stealing my broadband?  Thanks so much. 👍

Note: This comment was created from a merged conversation originally titled Data usage jumped on broadband

Visitor

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2 Messages

I have the same problem the the past month and December I got the text about going over our monthly allowance, this never happened before. I am paying for the blast service though so many days the internet gets cut off or lags so much and I’m delaying calling the customer service because it doesn’t get me anywhere they reboot the system and say all is working properly. But with this overage for the second month it really doesn’t make sense and it makes me think to look for other alternative with internet provider. Please tell me if you got any success with your problem. 

XfinityAmir

Official Employee

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6.9K Messages

Hi user_ddd88b, we can help you as well. Just follow the steps that XfinityChristy left and send us a private message with your full name and street address. 

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Visitor

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1 Message

Hace 5 m

Same problems here started in August never before have I gone over my limit and suddenly it's happening I've paused a bu ch of devices and use my internet less even though I've had a bunch more usage in the past and not come close.... might by time to look into other providers 

Official Employee

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553 Messages

Welcome to our community forum, @user_ea7712! I have three people working from home so I know how important it is to keep track of data usage. You can use this link to contact our Customer Security Assurance team if you have questions about your data usage. 

This reply has been converted into a comment
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flatlander3

Contributor

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284 Messages

Hace 5 m

Probably not what you want to hear......but..

Generally, the folks that have success keeping tabs on this, are routing all the traffic including all wifi connected devices through a separate firewall.  Your firewall box/appliance will have at least two ports.  One port is the external connection to the gateway, the other port is your internal network.  Xfinity gear is just used for a cable connection.  Nothing else.  No wifi enabled on the Xfinity gear at all, or you don't use it at all if it can't be disabled.  In the simplest configuration, it goes like this:

Internet<-->Xfinity gateway<--Ethernet Lan cable-->Firewall Box/appliance of some kind<-->Internal WiFi router (or access point) and Lan ports<-->All your internet connected stuff

Every single byte that leaves your devices, goes through the firewall box.  You do your data monitoring from there.  You can log data usage from every device that way.  Then you'll know.  Bonus round segregates devices you may not trust all that much like cameras, streaming devices, and IOT devices  from the rest of your computer gear, so TWO internal networks that cannot talk to each other.  That's overkill but I do it.

Recent thing for me (Dec 2021)?  Youtube on a couple of old Roku external boxes doesn't time out like it used to.  If you just shut the TV off, the wife doesn't grasp that the Roku is still streaming and will run 24/7.  Neflix will still time out eventually.  Amazon prime will most of the time on a series, but maybe it will play the whole thing.  Hulu is hit or miss from what I've seen.  Sling usually times out, but sometimes doesn't....etc.....Usually, there isn't a timeout setting now, and all device updates may change settings or reset them. If your Xfinity speed is really good, or they updated something your area suddenly, a TV can really pull down Massive Big Data in really good hi-def!!  Maybe there's a streaming data use setting on it.

I had an iPhone that went insane a while back that got stuck downloading an update (24/7 at almost 18M/s).  Reboot fixed it.  Stray stuff happens.  Make sure you also didn't do something bad like enabling remote access to your Gateway.  Nothing good can come from that.  A gateway isn't a server, nor should it try to be.

I have also noticed that Xfinity email alerts for data usage do not work for customer owned devices (Not Xfi) anymore.  You used to be able to set those when you hit a data percentage used (70%....80%.....).  Doesn't matter if you watch it yourself.  Your firewall box/appliance can just email you usage daily.  Watch it in real time, etc.  Also throttle traffic to a max rate per device.  Sacrifice top end streaming quality for data usage savings. 

For a firewall, pfsense or opnsense works good (configure in a web browser). Its Free. Could even be a raspberry pi iptables firewall, or older box running linux of some kind.  Old unused gear can be pushed into this role. You can buy a firewall appliance for under $200.  I'd do that if you hit overage costs frequently and don't want to build it yourself, or pay for unlimited.  (Yes, that is really lame option you don't want to hear either).  Firewall also helps protect you from the eventual firmware exploit coming from their end too, and that happens to everything sooner or later.

Xfinity isn't going to be able to troubleshoot your network, but if you have your own data logs, you can compare to what Xfinity reports.  Every month I actually KNOW I'm using slightly more data than what they show, but there's probably a logging cutoff time/rounding thing involved with what they log beside the "normal" 24 lag on reporting.  Active firewall with with deliberate open trap ports can interfere with hacking/DoS traffic generating attempts too.....but that's the advanced class......

(edited)

Visitor

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17 Messages

@flatlander3    well this is a lot of very good information and very useful for some this does nothing for my 85-year-old mother who has no device other than her Roku which is set to 720p  that she has ever used she only has IMDb TV app on there and that is the only thing she's ever watched outside of her three zoom meetings with her other 80-year-old friends that we connect three times a week that's it and all her life never came close to her 600 now she's going close to and exceeding alloted  1229 suddenly    they have been doubling her usage.  That's the only explanation in her situation. 

flatlander3

Contributor

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284 Messages

Well, it might not be the only explanation.  Here's some trap ports I threw open for an example:

WAN
Dec 27 15:30:21
46.174.191.32:38364

192.168.0.16:8080
ET CINS Active Threat Intelligence Poor Reputation IP TCP group 62
WAN
Dec 27 15:28:15
89.248.165.248:42662

192.168.0.16:8080
ET DROP Dshield Block Listed Source group 1
WAN
Dec 27 15:24:09
23.95.132.46:59831

192.168.0.16:8080
ET CINS Active Threat Intelligence Poor Reputation IP TCP group 21
WAN
Dec 27 15:10:19
34.86.35.9:60065

192.168.0.16:8080
ET CINS Active Threat Intelligence Poor Reputation IP TCP group 30

And what are these?  These are compromised cloud servers portscanning my Xfinity IP address.  It's unsolicited traffic.  They've hit my firewall, which then murdered the state.  You'll see this happens quite frequently.  They're probably running a script kid program.  Part of the same botnet?  Different botnets?  Who knows.  If the remote script had no error handling, I might have even hung their script.  If they had error handling, they banged their head on my firewall, timed out eventually (probably after a long pause), then moved on to another Xfinity IP address.  Yay!  I delayed the jerk.....even if only briefly....

If you have any open ports configured, or if by default any port on your gateway responds with "something" as opposed to nothing, you'll get hammered with traffic.  They're trying to cause a buffer overflow and gain access.  You can try portscanning your own IP address to see if that's the case.  Some security websites will do that for you.  Try different types of scans.  It's against TOS to do it someone else and can can result in your account getting canceled -- or a felony if you hit the government and Gahd forbid tip over a poorly configured piece of equipment.

Now you also have to remember, when you visit a website, they're also visiting YOU.  This page alone is running four "scripts".  It's not uncommon for them to run 50 or more.  They're feeding you adds, handling content, stuffing cookies in your browser cache so they can see what you visit, running analytics, all kinds of things (how neat!).  Without a script blocker, you've allowed all of this.  Leave a browser open, it can happen continuously as they refresh the page constantly, or play a video for a over and over again to jack their hit counts.  Even do it in the background so you can't see or hear it.

Generally, it's not much of an issue on data use, but it's there......until you hit something like a malicious cross site scripting attack.  Then you got maulware if you aren't up to date on software and OS updates, or if there's a Zero Day Exploit, and now you are a spam zombie or one of the botnet hijacked granny machines/compromised cloud servers portscanning my firewall.  This can really be a data burner.

The point is, without network monitoring, you won't know if it's YOU or external.  You will also have something to talk about with Xfinity security if you have logs that show one thing, yet your account is getting hammered with traffic and shows something else.  Maybe better chance of pleading your case for an overage.

It's why I suggested a sub $200 firewall appliance if you don't build it yourself.  Netgate makes one.  Others do too.  They can run a relatively pretty secure** VPN server too so you can log into grandma's network, and see what's going on remotely when there's an issue.  Default settings on them and just using the quickstart guide is pretty secure by default.   She sounds like the cheapest access point you can find will work for her. 

Just an option.

**pretty secure = maybe not going to hold up to a nation state attack, but good enough.

Visitor

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2 Messages

Hace 5 m

Doubled in nov and december but no new devices or changes on our end.Seems fishy! Would like detail print out of wifi usage per device

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

Official Employee

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280 Messages

Hello there @user_e40323 I definitely understand wanting more of a breakdown to locate where the new usage is coming from. If you are not finding the details you need in the Xfinity app or the Xfinity My Account app I would recommend reaching out to our Online data experts! You can reach out Customer security assurance team by calling 1-888-565-4329. They will be able to help provide more details for you to help locate the cause of your usage! I do hope that helps! 

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Visitor

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17 Messages

@user_e40323   that's a great idea it would also be nice to see our daily usage not just all lump together they can see it but they don't allow us to see it

Visitor

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3 Messages

@XfinityAmandaB this does not help.  Xfinity security department was supposed to look into the jump of my data usage in December and update me.  I called Monday 12/27; still waiting for someone in your security department to contact me.  This speaks volumes on the ineptitude of your customer service.  The history on this forum shows this problem started in March this year, and we are about to end the year and no solution.  How is this service?  What is Comcast doing to correct this BIG problem? You offer a service, state we are over, charge for the overage and provide no proof of the over usage? how is this legal?

Official Employee

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149 Messages

@user_e40323 Have you checked out our Xfinity app? The app will allow you to assign your devices to different usernames in your home and see what devices are currently using the network and how long they have been active. 

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XfinityAbbie

Official Employee

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950 Messages

@user_651598 I am sorry to hear you are still waiting for hear from our security team. I can understand your alarm and would be eager to find out what is going on as well. While the graph is no longer available, you can still see how much time each person has been on the internet and what apps they are using as well, which may be able to pinpoint some things. I know with my kids being off for most of December, we noticed a bit of an increase, but nothing like double the usage. I hope our Security assurance team gets back to you very soon. 

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Visitor

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2 Messages

Hace 5 m

I have a secured network at my place and I haven't been home for about a week until arriving last night. I keep getting messages that I'm close to my data cap. I don't download/play games on my home wifi I'll stream every so often and maybe watch youtube. The wifi usage on the phones I have on the network equal to less then 100gb. I have a ps4 that I strictly use for streaming. Even then I'm somehow getting to over 1 to within a few days of my bill cycle.

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

Official Employee

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1K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I definitely understand the concern if you are approaching your data threshold fast that you expect. If you have our Xfinity modem you can use the Xfinity app to check and see what devices are connected to your Wi-Fi. I love that I'm able to name all of our household devices so if there is one I am not familiar with I can pause it. Pausing it means that it can no longer access my internet service. We are only able to review how much data has been used, not what was using it and when. I would recommend reaching out to our Customer Security Assurance team at 1-888-565-4329. They are open 7 days a week from 6 AM - 2 AM EST. They would have the tools to better assist you with this concern.

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Visitor

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1 Message

Hace 5 m

I typically use 200-250 gb a month and on the 22nd I received an email saying I was about to go over the 1.2 T cap.

They convinced me into signing up for the XFI unlimited plan and now after seeing this POST I'm convinced this was a SCAM. 

Official Employee

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264 Messages

Hi @MetalDude Thank you for sending us your concerns about the data usage. There are many factors as to why the internet is being used and I can help take a look at it for you from our end and get this figured out. Do you rent our modem or do you have your own?

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Visitor

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11 Messages

Getting tired of these lame responses from "Official XFinity Employee".   I understand this is just a job for you but reading all of these customer's problems should  tell you something is really wrong at Xfinity.  

Visitor

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13 Messages

Hace 5 m

It's impossible to hit the 1,229 data cap if you're just doing basic use.  On xfinity's own page, link here, https://www.xfinity.com/learn/internet-service/data#skywalker-faq it says:

"What can I do with 1.2 terabytes of data in a month?

With that much data, you can video conference for 3,500 hours, watch 1,200 hours of distance learning videos, stream 500 hours of high-definition video content a month, or play more than 34,000 hours of online games."
I'm already at 1,636gb this month, with 3 days left to go, and am already being charged $90 extra for it LOL.  I also just filed a complain online to the FCC about this. (Edited: Soliciting)
Something has to be done about this eventually. 

(edited)

Visitor

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17 Messages

@AlwaysAnnoyed2at-comcast   I agree.  I'm surprised they didn't edit your comment.   Everytime I say file with FCC. They remove it. 

My 85 year old mother who only watches IMDb And only tv shows no movies.  Has reached her limit already and has never used even 600 per month.  Done all the complaining possible.    Something has to be done soon.  Every month gets worse.  For the past 3 months 

Visitor

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2 Messages

Hace 5 m

Sudden huge increase in internet data usage

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

Official Employee

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221 Messages

Thanks for posting on our Community Forums to let us know of this situation, @user_604655! Usage can definitely vary depending on the number of devices sharing the connection and type of use during the day. Has your usage changed in any way? Or would you say it has stayed the same? 

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Visitor

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1 Message

Hace 5 m

I am another long-time Comcast customer using my own modem.  I have had the same problem beginning in November 2021.   To be kind, I guess it is best to attribute the problems we are all having to a system bug, but why has not the problem been resolved?  If not resolved soon, perhaps third-party advice will be required.  

Official Employee

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1K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear that you are also experiencing this issues. Have you already attempted to reach out to our amazing Customer Security Assurance team at 1-888-565-4329? They would be the best team to further assist you with your concerns regarding the data as they have the tools necessary to look into this further. 

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Visitor

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11 Messages

Memo to Xfinity.  I have spoken with the Customer Security Assurance Team.  I can't say that I agree that they are "amazing".   Maybe the sales/marketing team appreciates them pushing to upgrade to the unlimited plan but they are not very helpful when it comes to solving the problem with you system that says users are using so much data.

Contributor

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22 Messages

Hace 5 m

Xfinity may have solved the problem I hope! October I used 1116 GB, Nov 940, and Dec 900 GB. I do check daily and use the lowest resolution around 720. 1080 uses a lot of data. Just keep checking. Good luck!

Visitor

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13 Messages

@user_d263b5   How exactly is that Xfinity solving the problem?

Visitor

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3 Messages

Hace 5 m

From what I have read in your forums, you have removed the graphs that provided information on which device in my household was using the most data.  Now I just have to trust you, when you tell me I am over my data without any proof.  This month of December I doubled my usage, according to you, but no reports have been made available to me to show where the overage is happening.  For all I know it can be someone outside my household using my wifi, but Comcast/Xfinity is unable to assist me.

This is shady, to say the least.  Other wifi providers can give you this information, I do not understand why Comcast is unable to do so.  I have spoken with 5 different customer service representatives in the span of 4 days for about 1 hour each.  Not one was able to assist me.  So please do not refer me to your 1-800 customer service number, because it is not useful or helpful.

I am very dissatisfied with your Customer Service and the inability to provide me with what I have requested.  Please post a solution to this problem, as it seems all your customers are requesting the same.

Thank you.

Note: This comment was created from a merged conversation originally titled Data overages and no accountability from Comcast

Visitor

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18 Messages

Hace 5 m

Oh my goodness.  I was going crazy about my internet usage jumping from 200 to 1,200 in three months.  Called Xfinity and the service rep was of no help.  I am somewhat relieved to know that this may be Xfinity's problem and not their customers.  Xfinity needs to correct this issue right away.  I smell something rather fishy here.  

Official Employee

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1K Messages

I'm truly sorry that you've been experiencing this same frustration. Have you already attempted to contact our Customer Security Assurance team at 1-888-565-4329. They are open 7 days a week from 6 AM - 2 AM EST. They would have the tools to better assist you with this concern.

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Visitor

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13 Messages

@XfinityBillie this person already said in their original message they contacted customer support and they were of no help. So far, no one from Comcast/Xfinity has offered any possible explanation for the multitude of customers experiencing the exact same issue - just responses saying to contact customer support so people can be sold Xfinity modems/routers they don't need, and upgraded unlimited plans.

Visitor

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11 Messages

Agreed, the solution is NOT to upgrade your plan.  Xfinity should be honest about their problem and suspend any overcharges until it is corrected.  That is what a "good" company would do.

Visitor

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3 Messages

This is happening to me last month! I got a bunch of emails telling me I am at 75% and then 90%.  I looked at my app and it showed I was mo where near it. Then I got an email saying I went over but they will waive the fee for the first time as if they were doing me a favor. I live alone and onky have a few devices. I don’t play games or listen to music. I only stream shows and work on my laptop. I do use my phone too.  

Anyways, I contacted customer service and they basically told me someone else could be using the device so I changed the passwords and one by one. I ended up changing each device while checking if it is linking to the new password.  I looked back at my previous history and I was not even close to using half of my 1229GB.  The rep said one day I was using about 40-50 GB when I was wfh one day and said I used up to 200GB on another…except that day I was in the office all day. I was gone for 8-9 hrs but yet I managed to use more than when I was at home. She told me not to worry because they waive one month free…I don’t want that waiver when I don’t think their records are correct.  

I have since moved in the last few weeks and just got an email stating I used up to 75% of my data again. Now I am worried that they will end up charging me again.  I seriously think there is something wrong especially when their app shows I only used up to 100GB out of 1229GB but their email notification says I used up to 75%. There clearly is a bigger issue here so hopefully Comcast gets this resolved soon otherwise I am going to have to look for alternatives.

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