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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12 Messages

4 m ago

The is unbelievable!!! Same story here 2 50 something live in this house and we got the message in Nov, that we were going to go over, almost did, then December same message come January by the 7th we had used all our data. Come on!!!  Go to the Xfinity store and guess what, I need to use their router and get unlimited data, more money for Xfinity.  I'm sick to death if this company and how they get away with this.  Going to the store tomorrow, have them look at all my devices all my usage since using their router and document.  I will do this every week for a month if I have to then take back their router/modem.  Plug my own back in and start over.   

Note: This comment was created from a merged conversation originally titled Over Useage

Official Employee

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723 Messages

Hello, @Hckymum, I'm sorry to hear you've been having issues with your data limit and continually going over. I'd love to take a look at your account and help with this. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? You can have Unlimited data without using Xfinity equipment if you'd prefer, and I can help with that as well. If you are disputing your data usage, you will need to reach out to our Customer Security Assurance team. They have all the tools to dig into that and find a resolution. That link I provided is to their direct website to get the ball rolling. 

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Visitor

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2 Messages

4 m ago

I switched to Xfinity internet from CenturyLink last October. My calculated data usage is much higher now than before I switched. I was never close to the data cap like I am now. My streaming & internet usage hasn’t changed. I don’t do gaming. A neighbor with Xfinity internet has much lower data usage. We both use the internet in a similar fashion (streaming, email, etc). Can my usage meter be checked for accuracy or can you tell if there’s a “data leak” or which device is the culprit? Thanks.

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

Visitor

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2 Messages

4 m ago

For October, November , December the average usage was 250 - 300 gigs of data then for Jan 1 thru today, my usage skyrocketed to 1.1 Tb with no material changes in daily routine. How does my usage increase by almost 350% 20 days into the month?? For the first time, I got some notification about using 75% of my monthly data  allotment and need some sort of explanation. The only change made was to upgrade to the newer Xfinity Gateway but I can’t begin to imagine that this is the reason for the increase.


The offshore “technical support” people are useless as they are unable to provide any information that would explain this increase. Of course, it was suggested that paying $30/month for “unlimited” would solve the problem but butting up close to the cap was never an issue before.

I see that this is not the only such complaint so there must be a “reason” for the spike but I am yet to see a post addressing the cause.

GD

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

Official Employee

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538 Messages

Hi there, @user_ec5d1e, thank you for taking the time to share your experience with us through our Xfinity Forums. I can definitely see how concerning it would be to see your data increase without any equipment or devices changes on your end. I would recommend using the following link to contact our Customer Security Assurance team to review this sudden increase: https://comca.st/3H8ZTvD. Please let us know if any other questions arise. 

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Visitor

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3 Messages

@user_ec5d1e​ I had the same issues, after 1 self reinstall, 2 tech visits and countless phone calls and escalations I opted to terminate my service and pay the extra $10 they were trying to upsell for unlimited to their competitor. Nobody with Xfinity has been able to show me where the extreme data usage was coming from, even with over half of the usual devices offline and constant monitoring of the limited information provided by the app. They can tell me something is using more data in 1 day each month than I have historically used in 1 month- seems very sketchy, glad to be rid of the stress. Good luck! 

Visitor

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6 Messages

@XfinityValerie​ Please escalate this issue to the top tier management who deals with Tech issue. If this is done deliberately to make money, it is not going to work out for Comcast/Xfinity. This is nothing but cheating customers. How can so many people's usage went to triple their average monthly usage? Only answer is " we are looking into it" , " buy our unlimited plan" or "get our modem/router" as we can't help you identify? Are you taking your customers for fools?

Visitor

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11 Messages

@user_2f4b08​ Agreed, no help from the Level 2 team at that number.  Just tried to upsell me to the unlimited plan.  Decided to report them to the FCC instead after reading all of the related postings on this site.

Visitor

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1 Message

4 m ago

I just spent 45 minutes talking to the data usage agent and they were useless. They said they couldn't see the devices on my WiFi because I was using my own modem and router. They keep saying that my son's game may be downloading huge updates, or someone has hacked into my network. They kept asking me when was the last time I changed my modem password. They also said my modem was old and that could be causing the problem! They are worse than useless.

I've used Comcast/Xfinity for more than 10 years. I started tracking my data usage in March 2021 when I received a data usage alert. My daily usage averages 30GB. The past two days their record shows that I used 350GB, in 2 days! And my old modem is to blame! Or hackers!

flatlander3

Contributor

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284 Messages

@user_f515b3

Cool.  3rd party gear.  You're in a good position to look at it.  Reboot your gateway.  That will zero the counters.  Then, see what you're burning in 24 hours.  No, not on Xfinity's site.  On the admin page on your gateway.  There's a connection status/counter on most of em.  Don't touch anything else.  Do what you usually do.  Don't reboot anything. Let er run free and true!!  Over 40GB, you're topping the data cap.  It doesn't tell you how it's happening, but it's a start.

(edited)

Visitor

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6 Messages

@user_f515b3​ I am being told the exact same reasons. My monthly average for last couple of years has been 350 GB. Not it is 950 GB. They are telling exactly, EXACTLY, the same. This all looks fishy! 

Visitor

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1 Message

4 m ago

My monthly data usage over the past 6 months (July - December 2021) never exceeded 520gb. The average of the 6 months is 413gb. Now, in Jan 22, 2022 I received an email that I've already used 90% of my data for the month (1112gb!!). Our internet usage behavior has not changed. What is the deal? Now, our household of 3 have our phones use it's cellular data and off of wifi to see if that makes a difference . That's an outrageous jump in data usage and we can't figure out anything that has changed

Visitor

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12 Messages

@user_373a65​ 

Same thing happened to me.  Same story all over the forum!!  Call and report to the Security Data team.  I have been escalated to a level 3 now, we see if that gets me anywhere, waiting for a phone call back from them. 

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. If you are using an Xfinity rental modem I always recommend checking to make sure that there aren't any unknown devices connected to your internet by using the Xfinity app. I use it all the time and love that if I do see a device that doesn't belong to anyone in the home I can pause it. 

 

For concerns such as yours we do recommend contacting our Xfinity Customer Security Assurance team at 1-888-565-4329 and they are available from 6 AM  to 2 AM EST. That team has the tools to help you review the concerns with the data. 

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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18 Messages

It is easy to see that our TV and 2 mobile phones are the only devices that access the internet through our modem.  Hence the need for the most basic internet package.  So if there is NOT another device sucking up my internet data..... what is?

Visitor

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6 Messages

@XfinityBillie​ [Edited: "Language"]. I have done everything and there is no suspicious activity on the account or anything. This is a delaying tactics! This is way to force users to go for the unlimited plan. It is getting extremely difficult to talk to a PERSON / AGENT on Xfinity Customer Support. 

(edited)

Visitor

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2 Messages

4 m ago

Same situation here, been using around 600-700GB on average, but Jan 2022 we are up over 1055 with 7 days to to go!!

it cannot be an accident that this is happening to so many people here and such outrageous jumps that doesn’t seem normal.  Why does this sound like a class action to me? 

Especially when the suggested “fix” is to upgrade to unlimited!

Something smells fishy here!

Visitor

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1 Message

@user_18ed2e​ 

same problem started in January for us and we were gone 2.5 weeks. February we are using 200-250 day and nobody is home during the day. I have spent 5.5 hours on phone and chat and nobody can help me. Changed my password and removed all devices. Something is not right. I feel I am being scammed. I was told to upgrade to unlimited which I did and I am still being charged for overages. 

Official Employee

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228 Messages

Thank you for letting us know of your billing issue. It would be my pleasure to assist you with getting to the bottom of what is going on and resolve and billing issues and concerns you have. 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

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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17 Messages

What a joke.. this is equivalent to price gouging like stores due during natural catastrophe’s… I of course had no choice but to pay them more money for unlimited data. I am reporting to the BBB.

Visitor

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2 Messages

4 m ago

I’m going to try and go through the pain of resolving this with direct message or calling their data assurance group, but luckily we have AT&T fiber in our neighborhood now … I might as well switch since they now have unlimited internet data on their comparative plans … we’ll see where this ends up …

Visitor

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18 Messages

4 m ago

I have been with Comcast/Xfinity for over 2 decades.  For the first time ever, I am being told I am using more than my allotted data amount.  I have not changed ANYTHING.  What is happening here?  There is no reason for me to change to unlimited because the basic package has always been more than enough for me.  Reading through this forum, it tells me that nothing is being fixed, so I'm thinking it's time to switch to a different provider.  I will lose my mind if I call them and they tell me that I'm the problem here.

Visitor

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12 Messages

@user_a99937​ 

If there was ANY other option, I certainly would switch.  I reported them to the FCC and then got a call from Comcast with the SAME nonsense trying to insist it was my issue.  I have caved and am giving them the extra money for unlimited but trust me, the MINUTE AT&T or Metro are available in my neighborhood-goodbye Comcast.  It is totally obvious that they couldn't care less about their customer base, 14 years with them, hopefully no too much longer.  [Edited: "Solicitation"]

(edited)

mako99

Frequent Visitor

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7 Messages

4 m ago

Time to contact our congressional representatives and attorneys general. The issue of datacaps was on lawmakers' agenda in the northeast and so far xfinity hasn't imposed caps there even though they keep promising to. This approach of imposing datacaps in hopes of up-charging for unlimited service while telling us that 1.2 terabytes is more than enough yet providing zero transparency on where the questionable usage numbers are coming from seems completely unethical.

Visitor

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1 Message

4 m ago

Same thing here. Suddenly last month I received an email toward the end of the month telling me that I had used 75% of my data then a few days later 90%. I luckily didn't go over in December but this month the 75% warning came much earlier and a few days later the 90% warning followed. At this rate, overage is unavoidable for January it seems. Thing is I am not doing anything differently than I have in the past and this has never happened before, EVER, in several years of using xfinity for internet. This month I have taken my phone off the wifi and unplugged the Roku when not in use, even unplugged the cable modem before leaving the house but still it appears that insane amounts of data are being used even when nothing is plugged in.

Judging by the amount of posts here this is a nationwide/ systemwide problem. At least now I know it's not just me. But what will I do when next month comes along and xfinity wants to collect all the overage fees for data that I actually did not use? I can't afford it and it sounds like fraud to me!

XfinityAbbie

Official Employee

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950 Messages

@user_4a3591 I am sorry to hear you are experiencing issues with large amounts of data being used. As was mentioned in this thread, I would recommend reaching out to our Customer Security Assurance team so they can look into what may be causing overages.

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

4 m ago

Same !!! I’ve been a customer for over 20 years never wen river then suddenly I’m being charged an extra 100 a month for the last two months TIME TO CHANGE SERVICE

Visitor

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5 Messages

4 m ago

Sameee!! I am so sick of Xfinity’s unreliability and scams I was told this will not happen again two months ago and the same bill came two months I. A row after!! I demand my money back and time to switch services

Visitor

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6 Messages

4 m ago

Yea weird thing is I’m seeing the opposite that have used none just waiting for when they come back and say I went over months in a row which is wrong and in ethical we got to get the government involved somehow this is wrong … 

Visitor

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1 Message

4 m ago

Looks like I am in the right place as my wife spent the last two days calling and then waiting for a call back on the same issue. Sudden spike in data usage for January when we have not changed any of our usage. If anything I would expect January to be less than November and December. 

Comcast is trying to say there is nothing wrong with the equipment but pointed to a group of days where there was a spike in usage - problem is that they picked two days that I wasn't even home (where I would normally be working from) and then two days over the past weekend after I received the first notice and cut the usage back to check.

We never went over the limit during COVID with three people working from home and two teenagers on Zoom class all day and streaming at night. We are down to one teenager that is back in school and two adults working from home part of the time. Sorry I am not buying it.

Visitor

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3 Messages

@user_7a18dc​     Changing my wifi password seems to have fixed my issues.  In fact, si interesting that the Xfinity CS in the Security department was pretty confident that it would do the trick. (Like maybe he did something more at his end to take care of the problem but did not want to tell me that.  I got all the attention I needed once I emailed their corporate offices and called their executive CS people there.  Everyone should do that- contact their corporate offices!  All contact info is online and their phone number.   Last two days it is back down to about 30 a day, about normal.  

Official Employee

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232 Messages

Hello @user_7a18dc! Thank you for reaching out to our community forum. I can definitely understand how concerning it is to see a spike in usage when there's seemingly no reason for it. If you have our modem you can use our awesome Xfinity app to see your usage details and connected devices, as well as control your home network. Here's a link with more details and information on that. We also recommend changing your password to be safe, especially if you see any devices in the app that you don't recognize. 

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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10 Messages

@user_7a18dc​ I called customer service and was firm with them.   I got credit for extra data used.  Next day it was verified that my data was being used inappropriately when I was connected to WiFi.  Called them again and told them my findings and threatened lawsuit.  Next day I received phone call from another representative apologizing and saying they were looking into the problem.  My data usage was back to normal that same day.  Seems this is xfinity scam.  

Visitor

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2 Messages

4 m ago

We just experienced this data usage surge … We just maxed out 1.2 TB with 1 more week yet to the month end. There was an email notification of 75% usage 5 days ago but now 100% plus 30 GB of added 50 GB also gone in less than a day. I can’t think of how this usage could be possible when no one work or study at home anymore.

As reference, we have been using 6-700 GB when 2 kids were doing virtual school~8 hrs + gaming~2 hrs, parents working from home and 4-5 hrs of Netflix daily.. Our max usage was 90%, only once last summer when both kids are home obsessingly gaming and/or binge watching series. 

Official Employee

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464 Messages

Hello @Katzenliebhaber, thank you for reaching out to us on our community forums. The data usage calculator can take up to 24 hours to update. We recently upgraded our Netflix plan to have access to 4K Ultra HD. Does your home stream movies/shows in 4K?

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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

We only signed up for Netflix standard plan, so only HD not UHD.

Since we started monitoring our data usage via home router meter, we found data usage as display on account pretty correlated. So I could assume no faulty cable issue at the back of the router, like some user mentioned in the forum.

I found switching off the router at night stemming  the data ‘leakage’ but this is not good solution for security camera…. I wish there is fiber option in our area! 

Official Employee

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464 Messages

You mentioned monitoring your data usage with a home router meter. Do you use our Xfinity application? With our awesome Xfinity application, you can view all of the connected devices on your network. If there are unauthorized devices connecting to your network, you can pause the devices to prevent them from using your data.

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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10 Messages

@Katzenliebhaber​ I called customer service and was firm with them.   I got credit for extra data used.  Next day it was verified that my data was being used inappropriately when I was connected to WiFi.  Called them again and told them my findings and threatened lawsuit.  Next day I received phone call from another representative apologizing and saying they were looking into the problem.  My data usage was back to normal that same day.  Seems like a xfinity scam if it can be fixed by a phone call 

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