Skip to main content

    Support

    Offers

U
user_0af3a2
1st Topic
1st Like
Stamp of Approval

2 Messages

Tuesday, September 19th, 2023 4:07 AM

Closed

Sudden Spike in Data Usage

There are dozens upon dozens of closed topics with this same subject line with hundreds of people all reporting very similar experiences and no fixes, just upselling. My data usage is typically 400-500gb. In March (6 months ago) I had to upgrade my modem to the new Gateway package with faster download speeds - from 200GB/s to 400GB/s. I was still consistently using 400-500gb of data every month. Then suddenly in July, it ballooned to 1000gb with zero change in habits or devices. Then August it was 900+gb and two weeks into September, we've used 95% of our data. We've never come close to going over and now suddenly, these huge spikes that many customers are experiencing. I reached out to friends and family and those with Xfinity have or are experiencing this too. From the comments, customer service can't provide detailed usage per month and they typically just try to upsell you to unlimited speeds. Our habits and devices have not changed but I have a little less than two weeks left and only 3% of my data remaining. We're definitely going over this month. I'm not looking forward to trying to resolve this issue as contacting Xfinity is worse than getting a root canal.

Question

 • 

Updated 

1 year ago

7.3K

21

Engineer_here

3 Messages

1 year ago

The issue

  • Same issue here as others describe, Just My wife and I, no cameras/home automation/gaming-internet browsing and Netflix on 1 TV @ 1080p not 4k (we watch antenna TV for local stuff).
  • Typically we use 500-600 GB per month, December we were away from Dec-9th thru Jan-6th, and we still used 600 GB-in 9 days (thats 250 hrs-10 straight days of 4 k streaming)
  • In January we hit 95% of out 1.2TB limit on the 22nd-so we used 1.1 TB in 13 days! (we were away till the 6th Jan)
  • So according to Xfinity 1.2 TB is good for 500 hrs (20 days straight! 24/7) of 4k streaming, we have 1080p and only watch 1 TV,
  • I cant fathom 1.1 TB was used in 13 days, we'd have to have 2x 4k TV's streaming 24/7-very odd.

What xfinity did

  • Called Xfinity-and yes the customer service met with my very low expectations, they did credit me 30$, so that was something-
  • thru somewhat difficult to understand English-had explained to me the difference between speed (in mb/per sec) and data (in gb), at least 3 times-like she was reading from a script.
  • Said it had been "escalated" to some other team-but when pressed exactly what that meant (who is the team, what will they do, will I get a call, is there a ticket, what should I expect next?) I got no real answer, but did have speed vs data explained to me again-like this was the only remotely technical thing in the script (see point above)

What I did-

  • I have my own modem (same as the xfinity arras surfboard)-checked all the connected devices, nothing unusual found.
  • Changed password, re connected devices 1 by 1-to verify the devices, nothing weird there
  • Last night I turned off/un plugged every single device and phone/tablet, and monitored the usage overnight- nothing unusual.

What I am planning

  • I am monitoring data usage and keeping a log of what we have on, the data meter on the app seems to be ok
  • We are only keeping plugged/turned on - in use devices
  • Switching off/un plugging all devices at night-so the only thing on is the wifi modem

Keeping my fingers crossed-

0

Engineer_here

3 Messages

1 year ago

So after calling and monitoring and logging on a spread sheet, my data almost every hour, our average daily was less than 5 gb, for several days.

My billing just rolled over and went from 0 GB to 13 GB in 1 hour, then 13 to 17 gb in the next hr, and we have nothing connected!.

Just not sure what to do, we are using Xfinity wi fi hot spots for all our devices and it still goes up at a unrealistic rate.

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

2

H8C

Visitor

 • 

3 Messages

It's called a scam.

They are the worst. Their site is slow and doesn't work half the time. It can take 40 seconds to get to the page you clicked on. User experience is like a 1995 website, cumbersome and unpredictable. It's not a 21st century website. But hey, gotta keep those $billions and $millions in those executives' pockets, right? Upgrading is too expensive. Yes, many customers are experiencing data being inflated. Same for us. Makes no sense. From reading all the forums and googling the topic, you can see it reads like they hit a batch of customers up for a few months and then move on to hitting up another batch of customers for inflated data. All the while hoping that no one will call or write to complain.

Government (FCC) isn't doing a thing about it.

1 year ago

0

XfinityDilary

Official Employee

 • 

2.1K Messages

I'm sorry to hear you feel this way, @H8C. We want to help with all of your service concerns and turn your experience around. What specific issues are you currently experiencing? Is it related to a spike in usage? 

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

1 year ago

0

user_0ck40h

2 Messages

1 year ago

I'm having this exact issue, and it is infuriating. Xfinity sends me a link to a data usage monitoring page that doesn't work. The Xfinity Assistant and the 800 number won't provide any information. The latter just wants to reset my modem over and over. I know for sure that this month I have used less data than usual. My video calls are way down and I haven't downloaded any new video games. And yet Xfinity tells me I've blown past my data cap for the first time ever.

3

XfinityEmilyB

Official Employee

 • 

2K Messages

@user_0ck40h Welcome to our community forum. I definitely want to make sure you're able to keep track of your data usage. When you sign into your account online, are you able to view your data usage? I just checked mine and it loaded for me. 

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

1 year ago

0

WillyB46

New Poster

 • 

15 Messages

@user_0ck40h​ It seems like taking down the data usage page was the best they could do.  "Doctor, I'm checking my blood pressure every day and it's way too high."  Doctor:  "Stop checking your blood pressure."

1 year ago

user_noname

Contributor

 • 

168 Messages

@WillyB46 - the data usage page is working ok since Tuesday morning this week.

1 year ago

0

user_zehamx

1 Message

1 year ago

I am having the same issue. When I spoke to someone over the phone he claimed it may be a "virus" and then just tried to upsell me on unlimited Data. For years we have only used around 600GB and now this month we've used more than double our typical month. We went to the Xfinity store in town and they said they don't have answers or technicians to look into it. He didn't try to upsell us either, but said that may be our best solution. The only change we had last month was switching back to our own router, which had been using years prior before our move to this home where we had the Xfinity router for several months because I had just never put ours back. There should be zero difference. Our habits have not changed. And the day we got notification of going up to 75%, 4 HOURS later we were notified it was at 90%. The person on the phone said that was not possible, yet still tried to upsell us. Absolutely frustrating!

(edited)

1

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

@user_zehamx, managing data usage is important and a major spike would certainly raise my eyebrows as well. We would be happy to see if there is anything we can do to assist you with this. Have you already reviewed the listed devices connected to your equipment that accrued usage?

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

1 year ago

0

jrmorales12

Visitor

 • 

1 Message

1 year ago

I do Have the same problem as i've notice that before or even last year i haven't had a problem of going over my data usage but now for the last 2 - 3 months i'm going over my data usage, funny thing is pandemic time when all of the kids using xoom meeting with my 3 kids it never goes over the 1.2 TR, but now it seems that almost every month it goes over. I've lower video resolution from 1080p to 720p and advice the device users on the house to do same thing and still my data goes over. It seems like for some reason its devouring all of the data before the months end. 

1

0

XfinityKatie

Official Employee

 • 

744 Messages

@jrmorales12 we know that it is crucial that your data is reporting correctly, and we want to make sure that you don't continue having issues with this. Our team here would love to review the account with you to determine what is causing this. Can you send our team a direct message with your full name and address so we can look into this together? To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 

 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

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

1 year ago

0

H8C

Visitor

 • 

3 Messages

1 year ago

They are the worst. Their site is slow and doesn't work half the time. It can take 40 seconds to get to the page you clicked on. User experience is like a 1995 website, cumbersome and unpredictable. It's not a 21st century website. But hey, gotta keep those $billions and $millions in those executives' pockets, right? Upgrading is too expensive. Yes, many customers are experiencing data being inflated. Same for us. Makes no sense. From reading all the forums and googling the topic, you can see it reads like they hit a batch of customers up for a few months and then move on to hitting up another batch of customers for inflated data. All the while hoping that no one will call or write to complain. But hey, there's not much the customer can do about it. Data usage isn't transparent for most of us because we don't use their router. Even still, do you trust a decrepit system like theirs to be accurate? Or my bet is that they are rigging the numbers. Don't even think about calling. Trying to get an honest answer is just begging for an upsell. So, it's time to shop around.

0

0

forum icon

New to the Community?

Start Here