3 Messages
Sudden Spike in Data usage
Before anyone from Comcast replies, just know I have a $300 modem, night hawk Netgear and a $650, EERO pro6E wifi set up. I can accurately track all my data usage per device by day and even show live data. This has happened once before and comcast corrected it. The last several months my data usage shown by comcast matched exactly with my EERO reports, all was good. But starting last month, November, comcast showed 950 GB of usage and my EERO only 643 GB and I was on a camping trip for a full 8 days with 0 usage. That's almost 50% more data usage showed by Comcast. Now, just 3 days into Dec. comcast is showing 134 GB, while Eero is only showing 64 GB and that is 100% more data usage reported by comcast. Something is not right. I have called and they have no answers. They told me someone would call me back from a specific department that handles data usage and nothing.
angus1357
New Poster
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8 Messages
10 months ago
I am having the exact same issue, it started in August. It jumped from 800Gb to almost max. It's almost double what the Eero is reporting. While I'm sure the Eero isn't 100% accurate, there is no way it's that far off.
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flatlander3
Problem Solver
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1.5K Messages
10 months ago
If you look at your historical data use on the Xfinity page, do they report double the usage there too for previous months?
I take screenshots of it (also track my own data by device with alternate gear), and caught that one last month. I was one of the ones that little "bug" hit too. I did also see at least one person reported it was back (double data count). Might want to start doing screenshots yourself too, along with backups of your own data logging.
I don't know if it's just a website issue, or if it hits billing. It wasn't going on at the end of the month, were I assume billing would get it "by some means".
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XfinityThomasA
Official Employee
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1.6K Messages
10 months ago
@user_slna7t - Our Digital Care team can help. Please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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LorraineG
Contributor
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46 Messages
10 months ago
I've also had the same issue the last couple of months. I've had Xfinity mobile since its inception. I've also had a 1GB plan since then. I'm in wifi 99.9% of the time. I can count on one hand how many times I've gone over my 1 GB. That is UNTIL the last few months. I've gone over or had to pretty much just stop using the phone unless I'm at home for the past 3 months. Comcast's response is to tell me how to check data usage on my phone. I have data saver on, routines set up to turn data off when I leave home and only open apps out of wifi for certain apps. NOTHING on my end has changed as far as habits. In fact, I'm actually at home on wifi more recently. If anything, my data usage should be going down. I use my phone 1 day a week outside of my home. I smell a rat. I have a friend in the same exact situation. We were actually discussing this when she got an alert that she'd reached her data limit.
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angus1357
New Poster
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8 Messages
10 months ago
I solved my problem, I switched to AT&T fiber. After all the years I've been a customer not only have I had ZERO response, I sent a PM to the support team and was promptly told I was violating forum guidelines.
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user_if7cv4
1 Message
9 months ago
I am having the same issue. Xfinity is showing that I used almost 1400gb of data in a month while eero shows 590gb. I know eero isn't 100% accurate, but I was out of town for 10 days of the month so I am thinking that the actual number is closer to eero than Xfinity, which would have been my biggest usage month to date.
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user_i9li9x
1 Message
8 months ago
I am having the same issue since September where Xfinity says I’ve exceeded the 1.2TB, but my router shows no where near the usage. I’ve not been home much the last couple of months so my usage has dropped by 80%, but Xfinity still says I’ve exceed 1.2 TB where my router shows 280GB. I’ve tried calling billing where they said I had been hacked and also contacted the security group where I was given an incident number and told someone would get back to me within 48 hours, but I’ve not heard anything. This has been going on for several years for many customers and I see it as Xfinity making up usage numbers to increase profits by forcing people into the unlimited package at $30 a month if your have your own modem and $25 a month plus rental charge for their modem. I’ve reported Xfinity to the Washington State attorney general as well as filed an FCC complaint, [Edited: "Solicitation"]. [Edited: "Inflammatory"]. Good luck everyone, we all need it!
(edited)
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user_wlqmxm
1 Message
6 months ago
Did anyone that this is happening to ever get it resolved? They are totally ripping me off too. It's bull that they keep promising call backs and to fix the "glitch" - Please let me know if anyone ever got this fixed properly.
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