Visitor
•
1 Message
Unrealistic Data Use
I signed up for Xfinty internet service on 11/18 (7 days ago). I am using my owner cable modem and router.
On 11/22 (4 days after starting service) I received a message to say I had used 75% of my data.
Today (11/25, 3 days later, and a week after starting service) I received a message saying I had used 90% of my data.
There is no way I have used 1.11TB of data in a week, especially when I was away from Thursday to Sunday with my computer shut down and all devices away with me. My router records all internet traffic and provides daily log reports. According to those reports, I have used about 7GB in a week. There doesn't seem to be any way to contact someone about this. The data usage report tracking on the Xfinity site isn't helpful because it doesn't provide usage my day or any metrics that would enable better tracking.
I have disconnected my cable modem for now and gone back to my previous provider.
This is really disconcerting, and I am very much regretting signing up for Xfinity service.
On another post in this forum, it was suggested this be reported to Xfinity security, but there is no ability to report this there because the issue doesn't fall into one of the categories.
Can someone suggest some meaningful actions I can take to resolve this?
XfinityVianney
Official Employee
•
1.8K Messages
18 days ago
Thank you for sharing your experience. It’s completely understandable how concerning and frustrating this situation must be. The data usage you’re seeing doesn’t align with your actual activity, and the lack of clarity around usage reporting makes this even more disconcerting. We’re here to help you get this resolved.
The best step would be to reach out to our Customer Security Assurance Team at 1-800-XFINITY. When you call, ask specifically for this team to ensure you’re connected to the right experts who can investigate and address unusual data usage on your account.
If there’s anything else you’d like assistance with in the meantime, don’t hesitate to let us know. We want to ensure you have the confidence and peace of mind you deserve with your service. Thank you for bringing this to our attention!
0
0