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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

5 m ago

Past 2 months I’ve noticed increase usage of data on my internet. I have read all comments regarding this issue . I have lower speed internet and no Cable with xfinity .  Nothing changed in the house in terms of usage of internet . I feel xfinity is targeting the customer that doesn’t have unlimited data and no cable with them . It’s pretty sad that this company is playing this game durning a pandemic. 

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

Visitor

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13 Messages

@user_b452dc same! I don't rent their equipment, don't have a cable package, and don't have unlimited data - and I've been hit with the overages too. Definitely fishy.

Visitor

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1 Message

5 m ago

Just had the same problem!  Xfinity claims we used our entire data plan in 3 days.  Insane!  The person on the phone says it is just the way it is.  Time to switch providers.

Official Employee

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209 Messages

Hello, @user_f34d76. Thank you for commenting here on the Xfinity Forums and helping the community grow. A very small percentage of our customers use 1.2 TB of data in a month. You can sign in to My Account here to see how much data you use. 

 

Also, be sure to read our Data FAQS which reviews many common questions and answers about the Xfinity Data Usage Plan. 

 

By the way, did you have a chance to read what contributor flatlander3 had written about exiting out of streaming apps while they play in the background? I know in my home it's an issue not only on the TV's but also with my kids phones which are connected to my home network. Also, I noticed my family downloading games and other entertainment around the holidays which causes spikes in data usage for my home. That along with hosting at my home caused a spike for me but I know every case is unique and different. The wonderful thing about Xfinity xFi is that it puts the power in your hands. For example, with Xfinity xFi you can see which devices are connected to your home network and even name the devices. You can create user profiles and allocate each device to a user profile. You also have the ability to pause an entire profile from using your network, or an individual device. For me this customization and control helps to manage the Data consumption. You can learn more about getting started with Xfinity xFi here

 

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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11 Messages

The streaming fix suggested by another user was helpful but it DOES NOT explain the ramp up of usage for all of these customers (and me) starting in November.  Unless you are suggesting that Netflix,etc changed their apps to not stop streaming when the TV is turned off..

Visitor

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4 Messages

5 m ago

In the last month (December) Xfinity has noted a significant increase in data usage that I believe is incorrect. I've been a customer for 10 yrs, and never had hit my data limit or been even close.

I don't live stream or play games, and there's been no change of behavior that would explain the massive increase in data usage.

Additionally, I was out of town over the holidays, but somehow Xfinity computed 150GB used when the home was absolutely empty. This has to be an error. 

Please help.

Note: This comment was created from a merged conversation originally titled Incorrect Data Usage

Visitor

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4 Messages

One more thing, I've been home for about an hour  today, but Xfinity somehow says 45 GB have already been used in January.

This is ridiculous

Official Employee

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280 Messages

Hello there @user_680dff thank you for reaching out to us here with this concern with your data usage. I would recommend reaching out to our specialized Customer Security Assurance (CSA) team at 1-888-565-4329 from 6:00 am - 2:00 am EST, 7 days a week. They will be able to provide more information on your data usage, and if there are unwanted parties using the data or if you have any issues with the way your data is being calculated they can address it in real-time. Feel free to reach back out to us here if you need anything else. 

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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13 Messages

@user_680dff - Do you happen to have your own router/modem or do you rent from Xfinity?

Visitor

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6 Messages

5 m ago

I have never come close to the 1.2 terabyte cap before 

What is going on? My new contract increased my download has increased 

my monthly garage if data by 50% .

How can I fix this probkem?  Can a setting change fix it.

Milo [Edited: "Personal Information"]

Note: This comment was created from a merged conversation originally titled Excessive data use ..dec 2021 ...41 mg over 1.2 terabybes

(edited)

Visitor

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6 Messages

5 m ago

In dec, my cost was increased by 1/3 and my de facto data available decreased 25%

Fix the problem ..or tell me how to fix it. 

Your monthly over charges are excessive ..$10 plus tax every 50 mg ...

I usually use less than 800 mg per month ...

Milo (Edited: Personal Information)

Note: This comment was created from a merged conversation originally titled Used over 1.2 terabytes of data in Dec

(edited)

Visitor

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6 Messages

I expect a pertinent reply in 24 hours .

Thank you 

Official Employee

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768 Messages

Hi, @user_396df4. There are different things that can effect data usage. Did you recently add any new devices, have more devices connecting in the home? I know in my home, when there's games being downloaded it uses more data as well as when there's more 4K streaming going on. Are you streaming in 4K any more than usual? We have noticed that most streaming services are now automatically upscaling their delivered content to 4K automatically. You can change this setting to have content delivered in HD only in your profile for those services, which should also help to reduce the amount of data being used. 

(edited)

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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5 Messages

5 m ago

Hi,

In about three hours overnight xFinity said we used over 1.5TB of wi-fi data. The data usage detail statistics on the offending computer for the last 30 days only add up to about 140GB.

I received a 90% message on 1/3/22 2:31am (CDT) and a 100% message at 3:31am.

Can you give me any more detail on what happened? Thanks.

Note: This comment was created from a merged conversation originally titled Data Usage
Nap1985

Visitor

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4 Messages

5 m ago

I thought I'd  update my situation. It  says my monthly limit  is 1229 gb. Apparently  for Dec. I  used 1228 gb, which is an unbelievable number compared to my  usual  500 or so, and also super suspicious? It seemed to be on an upward trajectory towards the sky when I made my post, and then....slowed  down considerably. So far on morning of Jan 4 I'm at 65 gb, which sounds about right. Maybe they're paying attention to this thread? I don't  know what's going on, but  I'm going to keep an  eye on  it. 

Visitor

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18 Messages

@Nap1985 Yes thank you. Its now quite obvious that Xfinity is fully aware of this 'problem' and should be taking steps to fix it and not be trying to sell promotions and other products to us. The 'problem' is not our fault and it should not cost us one penny to resolve. 

(edited)

XfinityRaul

Official Employee

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617 Messages

Hello, @Nap1985. Thank you for posting your concern about your monthly data usage. There are many factors that can cause your data usage to spike. Did you by any chance have any visitors during the holidays? How about children, do you have any kids that use their wireless devices? If not, I would recommend reaching out to our specialized Customer Security Assurance (CSA) team at 1-888-565-4329. they will be able to help figure out what's causing your data usage to increase.

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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12 Messages

No they won't! Been there, done that more than once. Two mid-sixties adults in the house, low tech lives and we suddenly use more than 6 times the data after 14 years.  My router shows the devices that are using my internet-2 TV's, one lap top, one smart phone and a Kindle reader, nothing has changed but what I am being charged.

Visitor

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4 Messages

5 m ago

Since November I have been double my normal usage. I have worked from home for 2 years and NEVER had this issue. I cannot find any source as our technology has not changed. There has to be something wrong with Xfinity but the tools provided to look at the devices does NOT allow you to see what is using the most data. You also cannot speak to a human ever so I am almost to the point where I can cancel service online and go elsewhere. Anyone else have this issue with a Comcast router at home?

Note: This comment was created from a merged conversation originally titled Data usage overage not correct

Visitor

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1 Message

5 m ago

I am in the same boat as of December.  Rarely hit 500 per month and now in Dec hit almost 2,000 and 4 days into January already matching my average month with my devices disconnected.  I have spoken to tech support twice and sales once.  Been a customer for over 20 years.  Fortunately I have att fiber as an option with unlimited data.  I will not be scammed to pay extra money for data I am not using.  What a poor business model and I hope they lose a large portion of their customer base over their lack of awareness or ability to address the issue from their end. So much for customer loyalty and honest support.

Visitor

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18 Messages

@user_452d68  Xfinity really has no shame.  Disconnected devices and still high usage??

Visitor

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4 Messages

@user_452d68 I am currently 4 representatives deep that just offer me unlimited data ignoring that fact that for several years I never have gone over 700gb. I was now told that my router is not compatible with my speed of 900 mp somethings and that I should be using the new white one and that it likely what is causing the glitch. Since today 5 days into the month I am already averaging 45 GB I will report back tomorrow what happens and if this is the fix. The stars aligned that this new router arrived today OR I am being lied to just so I can call back. We shall see! 

Visitor

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17 Messages

@user_452d68   is anyone else on here been using IMDb we've been noticing a huge data use when watching any of the shows on the IMDb app

Visitor

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13 Messages

@user_452d68 If we had fiber offered in our area, we'd be done with Comcast and Xfinity in a heartbeat!!

Visitor

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4 Messages

not sure how to update my thread but after months of data issues in my house I have upgraded from the black router to the white Comcast tower router and today the data reading has been NORMAL! It was reading me 45-50gb a day for the last two months and today finally back to the normal experience I had before of 20gb per day. The tech I spoke with told me my router likely had a glitch because it was not built to work on speeds over 900mps. Hopefully this helps someone! 

Visitor

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18 Messages

5 m ago

So I've had two calls from Xfinity regarding the data usage.  I did everything one rep suggested except to disconnect everything for 48 hours because I know that too will be futile as I disconnect everything for 2 hours and the meter still went up.  We do not have a smart home, no mysterious devices, no gaming, nothing to support already using 222 gb as of this morning (January 1-5).  So from 200 or less for all prior monthly usage before October's rising increase.  The rep that called yesterday stated that Xfinity does not believe what the customer's are saying.  We have to come together and get this resolved since it is clear Xfinity is not about to solve this problem which is not a new one.  

Visitor

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1 Message

5 m ago

I have been having the same data issues as well as EVERYONE else! I too am a 20+ year subscriber to Xfinity and have never used that much data before. I spent hours on the phone as well with no REAL answers other than, "I'm just using more". I am in the area that got the "extension" until 2022 on the overage charge and have been trying to upgrade to unlimited data for the $30 that they state is the rate. The strange thing is that it is "temporarily unavailable". Why is that?? It is now January 2022 and my area will now be subject to the overage charge. According to their fabricated data usage number for me I would have to pay close to, if not the "max" charge of $100 EXTRA per month! So of course, it's "temporarily unavailable" to me, that way thy get an extra $70 per month from me instead of $30! This is a scam and with this many complaints about the same issue I do not understand why Xfinity has not been investigated. I am now going to start the process of finding a new provider and also find out why they are able to do this to their customers.

XfinityRaul

Official Employee

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617 Messages

Hello, @KodaQ. We would hate to lose you as a customer and would love the opportunity to investigate this data usage issue you're experience. I recommend reaching out to our specialized Customer Security Assurance (CSA) team at 1-888-565-4329. they will be able to help figure out what's causing your data usage to increase.

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

Contributor

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22 Messages

5 m ago

I am ready to switch companies if this continues. I haven't gone over the 1229 gig limit yet but this month (January) I could go over the limit. There have been so many comments from so many people but no answers yet. I have Ziply fiber in my area. I could switch for 200 mpbs for $40. I will wait awhile. Keep complaining.

Visitor

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6 Messages

@user_d263b5​  I am having the reverse experience I started getting that I’ve used 0 gbs the last few months and now I see others getting over charged this is a crime and they need to fix it 

Visitor

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1 Message

5 m ago

Haven't seen anything definite, but Xfinity must have identified a major, major bug in their system to track internet usage. They also may have corrected their problem, but I am keeping tabs on a daily basis.

Background: During the last week of December 2021, I received a warning that my usage was close to 1 TB with only 229 GB remaining in my monthly allotment. This is many, many times over my normal monthly usage, over the most recent 6 months. I also received the standard "offer" to go to unlimited internet for an additional $11 per month. I declined and finished December at just over 1 TB usage. I know something was wrong and began monitoring our phone and other device usage.

Well, I just went in to check the usage site and lo and behold, my TOTAL usage for December is now reading 102 GB....  uh???? I'm glad to see usage cut by a factor of 10, but this sounds like it was an Xfinity workaround. I hope Xfinity has actually found and corrected their bug. In any case, if anyone does get billed for overusage (or notified they exceeded and received the "free" one time pass), challenge Xfinity and insist that they fix what is clearly their own problem.

Visitor

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2 Messages

5 m ago

I showed about 90gb of monthly usage as of this morning. By end of day I am showing 410gb used. No way I used 320gb all by myself in one day. I am growing tired of this [Edited: "Language"].

(edited)

Visitor

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12 Messages

5 m ago

Im Having the same issue, did you get this resolved?  I'm having a hard time reading this thread.  Thanks for your help.

Contributor

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22 Messages

@user_890b7b Everybody on this thread seems to be having this data usage problem. I think xfinity knows about this problem but they resist in solving it. I'm sure the problem is with them and I hope they solve it soon. I haven't gone over yet but I have been close. This month I am very close to hitting 1660 GB. I track my data use daily. We'll see what happens in the future. Good luck with your data. They say it's pretty hard to hit 1229 GB but I think they [Edited: "Language"] on their end. Keep tracking!

(edited)

Visitor

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18 Messages

@user_890b7b Two calls from Xfinity with no resolution.  Data still increasing daily at an alarming rate.  Will be at the limit by the middle of the month with the current pace I'm presuming. The second rep I spoke to said that he does not believe the claims of the customers even though there has been acknowledgement on this same thread that something is amiss based on the volume of complaints.  How they are getting away with this is beyond me. 

(edited)

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