Sudden Massive Increase in Data Usage

That's interesting that you say that the CSA team has the tools to dig into this issue. When I called in the past, I was told that since I own my own modem, they could Not tell me anything about where my usage coming from. Yet when I called to find a lower monthly rate, the only suggestion I got was to buy my own modem. 

Greetings @user_2sdjz6 thanks for using our Forums to reach out. We are sorry to hear that you are also having issues with your data usage. Have you contacted our Customer Security Assurance (CSA) team? If not you can reach them at 1-888-565-4329 and we assure you they will take care of you! 

I have not called the number you provided bc I am not confident they will do anything since they have not in the past. It just gets too frustrating to talk to anyone at Comcast, if I can even get through the horrible automated system to a live person. At my elderly age I don't need that kind of stress. 

@reenska​ 

I, too, over the last 3 months have experienced huge data usage spikes.  Like others, my patterns and devices have not changed and it would be physically impossible for my family of 2 to use as much data as Xfinity claims.

 I did call the 800 Customer Security Assurance number and was able to speak with someone in under 15 minutes without the maze of automated questions.  A live person! What a concept.  My problem hasn’t yet been solved (it’s been less than 24 hours) but I do have a case number and I’m going to keep calling until I get satisfactory answers and an account credit for being forced to pay for the unlimited data plan that I don’t actually need. I’ll post again when I’ve made progress. 

Hi there @user_o9oeqz. Thank you so much for reaching out to us about your data usage concerns. I am happy to hear that you have spoken with our CSA team about it. Did they tell you when they were going to update you on your ticket?

No, I never received return calls from Xfinity, so I called back every day for one week.  I was continuously given the run-around and no one at Xfinity took responsibility. Their only solution was to encourage me to pay more for unlimited data. 
My patience is exhausted and it’s clear that Xfinity is running a scam to force customers to pay more for data.  So, I’m actively seeking another provider.  Can anyone recommend a good alternative to Xfinity? 

@LargoJazz​ If you got a bill you want to dispute, you've agreed to arbitration with your service.  Start here:  https://www.xfinity.com/nod 

You are supposed to start out, just as you are, with trying to contact support.  Depending on the wiretap laws in your state, I'd record the conversation if it's allowed, but you are going to want to make sure that is legal first.  There are also disclosure statements that are required in some states and it's completely illegal in others.  Make note on date, time and duration of all calls, employee names (false or not) and titles (false or not), plus redirects to other departments (false or not).  Also note any "offers" made. 

If this still doesn't resolve the issue, you can submit an arbitration form and do it that way.   They have 60 days to respond. 

This goes a lot better if you have your own data logging using your own equipment, and screen shots of their data use page reporting on the Xfinity site, and/or changes in data reported and billed in previous months that now differ from currently reported numbers.  Track this over time.  You won't be able to log your own data use with Xfinity equipment, but you can do that with other equipment, or your gateway in "bridge mode".  You will also not be able to track data use by coax connected TV set top boxes.  Only Ethernet and WiFi connected devices. 

@user_9beu44 We hate to hear you feel this way, and can definitley understand your concerns with possible inaccurate data reporting. We never want you to pay for services you don't need, and want to ensure that your account is reporting correctly for you at all times! Can you send our team a direct message with your full name and address so we can look into this further together? To send us a message, just use the link provided or the direct message icon in the top right-hand corner of the screen. Then, click "new message", type "Xfinity Support" and select that profile to send us a message directly. We look forward to hearing from you!

It's probably time to change services. So many people are experiencing data usage spike the past few months.