Visitor
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1 Message
SUDDEN Increase in Data Usage in JULY and AUGUST..... No Change to streaming habits.... Customer Service cannot provide details????
For several months of data usage 300-400 GB per month, my July usage usage increased to 800 GB and so far I'm at 1.18 TB for August. My habits haven't changed, so I'd like to know exactly what is causing this increase. I called customer service to ask for details. He said that he could see the details but I couldn't understand what he was saying so I asked if he could send me a detailed report to review. He told me that he could not send this to me but I could go to the search bar and get the information that I needed. I tried and told him that it was just a bunch of articles to comb through. He also mentioned that my current data limit was insufficient, but could not tell me why I needed more data (ie, what am I doing differently to require more data).
Anyway, what I came here to say is that I would really like to know which devices or apps are causing this surge so that I can properly address it.
XfinityRay
Official Employee
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3.1K Messages
5 hours ago
Hi there, user_k8qzz8! Thank you for reaching out about your data usage. You can view your monthly data usage with us but due to privacy reasons, we are unable to see what devices and applications the data was used on. You can check your devices in the settings to look for the data used on each device. Another strategy is to only connect a couple of devices one day. Check the usage and keep adding devices daily until you see the spike in usage to identify it.
If you use our modem and set up People profiles for the devices, you can view the uptime for each device which can also help to track that down. This goes over what counts towards the data plan.
Do you stream in your home? If you do, check the resolution that you are streaming in. Is that in 4K, HD, or SD?
If there are any gamers in your home, are games being downloaded? Those are a couple of items that can increase the usage.
If you check the devices that are connected to your network, are there any you don't recognize? If there are, you would want to reset your WiFi password.
We changed our plan offerings at the end of June. Our new plans include unlimited data so that would no longer be a worry moving forward. I see that you already sent through a direct message so I will continue there.
Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. We are happy to continue helping you there but please keep that in mind for the future.
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