Sudden huge increase in internet data usage

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. 

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. 

@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! 

@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?

@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.

@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.

@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! 

@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. 

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. 

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?

@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. 

@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. 

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

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.

@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"]

@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.

@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.  

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. 

@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.  

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?

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! 

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.

@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