Suspicious Internet Usage Spike by Xfinity

Hi there, user_fwjzm4! Thanks for taking the time out of your day to reach out about the data usage. The Xfinity app is a great place to start tracking that down. It will show any connected devices and the percentage of daily usage.

Have you been in touch with our Customer Security Assurance Team (CSA) regarding the issue? They handle any data disputes for our company. You can file a claim at their website, or by calling 1-800-Xfinity (1-800-934-6489) and asking for the CSA Team.

@user_fwjzm4​ It's sad that they can't give an honest answer. I simply don't trust in what has suddenly occurred in either of our cases, and Xfinity's actions or lack thereof doesn't help the matter.

@XfinityRuben​ I've done this and I hope to receive an answer and insight instead of the run around that's been happening for several months now. Thank you.

@user_fwjzm4​ We literally have the exact same spike in data you show, even the same months. When I check my router, it shows 1/7th the data that Xfinity claims. That includes both Wi-Fi and Ethernet combined. Today is the first day of the month (August 2024) and Xfinity already claims 37 gigs in about 18 hours. My router shows 3 gigs total. This includes the house being empty for nine of those hours. So, Xfinity believes that we are essentially using 4.1 gigs per hour? This is not true. I have also change my password and verified that the only things connected to my Wi-Fi are my devices. 

I have called the number they keep suggestion in the threads three times. Each time they say they will escalate the matter to a higher group, give me a ticket number, then claim they will call back in 24-48 hours. They have never called back. 

I have been an Xfinity customer for the better part of 20 years. I even used to work for them under a previous company name. In the past we only had one choice for service, now I have three other options. If Xfinity does not contact me back, I will change service.

I've been in contact with the CSA team and they've not been of any help. They give empty promises of investigation then when I call back as they lied about calling me, they tell me to change my wifi password. I've worked in tech, I know the basic troubleshooting and basic security measures to take. If Xfinity is lying about calling me back, and can't give me a reason as to why the data usuage is astronomical, then they're lying about what the usage is showing. How can an internet company not provide any insight into what is suddenly going on after consistent usage over 2 years? Why is the immediate remedy given by any agent that I upgrade to Unlimited? I can file a claim, but I'd be filing each month. The point I'm trying to make that Xfinity isn't understanding, is that I need this issue looked into, found out, and resolved. Going to these forums is my last resort.

@XfinityJeniece​ You can close this thread. I work in Customer Service myself at a tech company and the run around I've received has simply been disrespectful. I'm tired and I'm done.

I definitely apologize for the customer experience you have had and our CSA Team would be the only team who can assist with data disputes. If you do need anything else in the future, we are here on this platform 7 days a week. I really appreciate the time you have spent on this as I know your time is valuable and your time in reaching out.

I'm going to contact Netgear about your comments with MOCA. I was just fine with the 3.0 DOCSIS modem/router and never had to do anything or think about anything other than connecting it and going about my day. I'm so frustrated with this situation especially since I received a email that I've now used 75% of my monthly allotment and there was a backend error with Xfinity that didn't allow for accurate tracking. If there was an alternative company, I would have switched yesterday.