Supposed spike in data usage

No, it was not solved. I do not even know what to report on the site at your link because I do not know the problem. I only know that my usage is horribly high and cannot possibly be real. The first issue is that I have no way to look into the possible sources, and no clear way to contact a human at Xfinity who would. The "issue" is on your end. 

user_4344fa, I can understand the concern with seeing the high usage. You have reached the right place to speak with experts. Have you tried any troubleshooting steps like resetting your Wi-Fi password? Another option would be to replace the modem that I can have shipped to you, or I can set up an order for you to pick one up at your nearest store. There are 3 great ways to track data usage. One is by signing in to our website and checking out the Usage Meter page under the Internet section. The second way is by saying Monthly Data Usage into your X1 Voice remote control, which is my favorite if you have our video service on our X1 platform. The other way is through the  XFINITY app. I recommend tracking the usage when using each device individually for a day and going from there for tracking. If you have tried all these options and still are having a data usage concern, you can call our Customer Security Assurance team at 1-888-565-4329, too. This team is dedicated to supporting data usage escalations. How does this sound?

Yes, I have reset all the equipment more than once, and have changed the password. I then let a few days go by, checking data use every 12 hours, to see any result. I am still using 3-4 times as much data as I ever have at any time in the past 3 years of having Xfinity. There appears to be no explanation or way for me to research the cause. >>> One consistent condition that I have noted during the 2-3 weeks this problem has been festering is that spikes occur when there are outages that take down service for my part of town. After the outage is fixed, somehow I seem to have logged a lot of data use during the down time. This pattern may be related to the drop in signal quality that we have experienced in the past few weeks. Again -- an Xfinity issue that I cannot do anything about, but will be required to pay $$ for. 

I would really like to know what has worked for the many, many other Xfinity users who report the same issue. Somehow they seem to be told to contact someplace and no resolution or outcome is ever noted, that I can locate. This is apparently a common issue with a cause that is outside the user, but the users are always tasked with finding a solution or paying for extra use - use that cannot actually be traced to us. 

We definitely want to get this resolved and we have recommended the path with our Customer Security Assurance Team (CSA) as they are a dedicated team for this type of concern. If you are having issues reporting to them over the phone, we can also assist in submitting this for you. Just send us a direct message with your full name and service address to get started. 

To send a direct message: 

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
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