5 Messages
Sudden HUGE Spike in Data Usage
Been noticing a HUGE spike in data usage with no habit change. For July, Xfinity says I've hit 1TB of my data usage limit in 15 days, while my own modem app is showing my actual usage is 1/3 of the amount Xfinity is showing.
Been on the line waiting for somebody to help me for 40min, still waiting, no luck so far. Think Xfinity is scamming me at this point.
7/16 update:
Spent 1 hour 44 minutes on the phone with their "Customer Security Assurance" team, talking to 3 different agents, finally was able to get a daily breakdown of our usage, which (again) is 3-4 times (on a daily basis) the usage showing in our modem app. After questioning the way they are tracking our usage, we were constantly told to contact our modem manufacturer. So things got nowhere.
7/19 update:
3 days after calling their "Customer Security Assurance" team and getting nowhere, now Xfinity app shows we've used 2TB, that means, between 7/16 and 7/19, despite the fact that we've only worked from home on 7/16 and 7/17, we've consumed another 1TB. RIDICULOUS.
BBB complaint submitted.
7/26 update:
- July 22, 5:07PM, Missed the call from the "agent" who's assigned to my case due to a meeting at work.
- July 22, 5:18PM, I called back, spent 33 minutes on the phone being redirected from level 1 support to level 2, then to level 3, somebody picks up the call saying the agent assigned to my case just left for work, saying he would really like to have this specific agent call me back. I told them to call me back on Friday July 26 after 9am.
- July 26, 9:29AM, didn't hear anything from them, decided to call. Spent 17 minutes on the phone AGAIN being redirected leveling up, being told to wait for the agent to call me by "today". I said I have a meeting starting from 11AM, so call me before that, they said they'll pass along the note.
- July 26, 1:12PM, didn't hear anything, decided to call AGAIN. Spent 29 minutes on the phone ONCE AGAIN being redirected leveling up, STILL being told to wait for the agent to call me by "end of day today". Since I have a meeting at 3PM, I told them to pass along the note of "CALL ME BEFORE 3PM PACIFIC TIME".
At this point, unless I have no life, no nap, no meetings, and constantly hold my phone so I don't miss a damn call from Comcast, I'm NEVER getting any real resolution from this monopoly giant.
7/26 last update:
After updating both my BBB complaint and this post, I finally got a call back from the agent. The "resolution" that I got was that there was some "errors" calculating the usage that some accounts were impacted for the month of July but should be resolved starting August. I'm keeping an eye on my usage for August at this point.
XfinityEmilyB
Official Employee
•
1.7K Messages
4 months ago
@user_61a5o7 Welcome to our community forum! Thanks for reaching out so we can answer your questions about data usage. The Xfinity app offers many tools that can make life easier like data monitoring, hotspot locations, troubleshooting, and more! If you have questions about your usage, you can contact our amazing teammates in Customer Security Assurance. They have the tools available to investigate the data usage in more detail.
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user_29ys2x
1 Message
3 months ago
Same here. Getting no where with live chat. [Edited: "Soliciting"]
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user_8ztnnc
1 Message
3 months ago
I am having the same problem! Called them multiple times and no resolution. It is still not making any sense that our usage went by 8x monthly with no habit changes... May I know - how do you submit BBB complaint? I would like to do the same. I saw so many posts with the same problem and all xfinity does is offering unlimited data. Thank you so much.
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user_j4tqyy
4 Messages
2 months ago
Thank you so much for your post. I'm glad I saw it as it helps me to avoid going down the rabbit hole for days and days whilst I wait for someone to call me. I rang them tonight, was told my case would be escalated and I would hear back in 24 to 72 hours. Nope they rang back in 2mins and I missed the call & can't face jumping all the hurdles.
I have had Xfinity for 5y, switched plans at end April 24 and prior to this my monthly data usage was around 300gb. Now I'm approaching 1tb. I calculated I used to use roughly 10gbs a day and just in the past 30mins have used that.
I have changed nothing in my house, same TVs, same laptop, same security camera. I have streamed tv for the past 2y, I don't work from home, any games I play on my phone, I don't even connect my phone to wifi anymore. They reckon I've used 850gb so far in Sept 24. This time last year I used 200gb the entire month. This seems to be a really big fraudulent activity going on w Xfinity. There is no way at all that ALL of a sudden I have quadrupled my internet usage. They want to charge me $10 for every 50gb I go over. This is [Edited: "Language"] 2024 and I want to know how I was switched to a cap plan when I have always had unlimited and now for some whackadoodle reason I'm allegedly using 5 x the amount of data. What total rubbish. I'm contacting the attorney general as this is something really dodgy
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