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Unusually high data usage megathread
Jessie helpfully locked the thread pertaining to this for being "off topic" after merging all relevant threads into the irrelevant terabyte thread.
I thought we should still have a place to discuss this ongoing problem. I took 20 pages of documentation into a store today and was told all they could do was charge me 70 dollars to send out a tech. Out of desperation I conceded.
Any thoughts? Anyone had any resolution yet? Some folks on Twitter seem to have made slight headway and had their accounts credited but aren't sure how to help since they seem to think they just got lucky.
I thought we should still have a place to discuss this ongoing problem. I took 20 pages of documentation into a store today and was told all they could do was charge me 70 dollars to send out a tech. Out of desperation I conceded.
Any thoughts? Anyone had any resolution yet? Some folks on Twitter seem to have made slight headway and had their accounts credited but aren't sure how to help since they seem to think they just got lucky.
CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies for the issue and the experience. I do see a credit recently placed on your account for this. Thanks for your patience. It will appear on your next printed statement and you can view the credit online via My Account.
I have also asked a colleague to review your account and contact you directly for any next steps. Thanks for your patience.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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midtenner
Contributor
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28 Messages
3 years ago
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
To be clear, the above referes to a "valid issue" for about 2,000 customers who we identified and credited.
To put that in perspective, that's about .008% of our high speed data customers. While unfortunate and certainly not intended, we identified that issue, addressed it and worked to make that right with the customers that were affected.
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies for the issue and the experience. I do see a credit recently placed on your account for this. Thanks for your patience. It will appear on your next printed statement and you can view the credit online via My Account.
I have also asked a colleague to review your account and contact you directly for any next steps. Thanks for your patience.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies for the issue and the experience that you described above. Your data usage in June (871 Gb), July (949 Gb) and November (1084 Gb) are fairly comparable.
In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.
The credit will appear on your next printed statement and you can view the credit online via My Account.
I have also asked a colleague to review your account and contact you directly for any next steps. Thanks for your patience.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies, I am checking on your case now. Someone is expected to reach out to you today.
As posted by a customer on the previous page - our teams see more than a few instances where applications like online drives (iCloud is just one example) syncing constantly and/or "getting stuck" can cause significant data usage.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies for the issue and the experience that you described above.
In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.
The credit will appear on your next printed statement and you can view the credit online via My Account.
I have also asked a colleague to review your account and contact you directly for any next steps. Thanks for your patience.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies. From your earlier posts, it sounds like our team has been in contact with you and is researching the specifics on your account. Thanks for your assistance and cooperation. It is much appreciated.
In the interest of the customer experience, I have applied a loyalty credit to your account while our team researches your account further.
The credit will appear on your next printed statement and you can view the credit online via My Account.
As posted by a customer on the previous page - our teams see more than a few instances where applications like online drives (iCloud is just one example) syncing constantly and/or "getting stuck" can cause significant data usage.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Was on vacation during the Thanksgiving holiday.
Hope you had time with family and friends as well. Been helping and continue to assist.
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies for the issue and the experience. I do see a credit recently placed on your account for this. Thanks for your patience. It will appear on your next printed statement and you can view the credit online via My Account.
I have also asked a colleague to review your account and contact you directly for any next steps. Thanks for your patience.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies for the issue and the experience that you described above.
In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.
The credit will appear on your next printed statement and you can view the credit online via My Account.
I have also asked a colleague to review your account and contact you directly for any next steps. Thanks for your patience.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies for the issue and the experience that you described above.
In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.
The credit will appear on your next printed statement and you can view the credit online via My Account.
I have also asked a colleague to review your account and contact you directly for any next steps. Thanks for your patience.
For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges
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tabamccoy
Frequent Visitor
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6 Messages
3 years ago
These copy and paste answers aren't cutting it. The $50 credit is appreciated but I'd much rather have an honest assessment as to what is happening. You should also reinstate everyone's courtesy months.
We received a text that someone from Corporate was trying to contact us and left us a phone number that said to call and leave a message and we'd receive a response in 24-48 hours. Nothing.
Our date usage is still off the charts ridiculous the past 2 months despite nothing changing on our end regarding usage. We supposedly used 91 GB of data of the first day of December which would put us close to 3 TB for the month. Up from around 762 GB in September.
Comcast needs to address this asap and the issue appears to be affecting way more customers that they are leading on. I'm giving this about 10 days and then it's off to another provider.
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CCTeds
Gold Problem Solver
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18.9K Messages
3 years ago
Apologies. Looks like from 11/15 through 11/19 Matthew W. on our team reached out via voicemail, e-mail and USPS mail. He left his direct contact information for follow-up.
I will send you that information via Private Message so that you have that.
Thanks for your patience.
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midtenner
Contributor
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28 Messages
3 years ago
As of this morning, December 2, 2019 at 10:33 am we talked with Comcast Security...yet again. The representatives of Comcast continue to read from the same dialog. They don't have any idea how this is happening. Our WIFI is secure. Even being on vacation for 5 days during Thanksgiving, the usage is ridiculous. They fail to offer refund, intelligent explanations, or even the least bit of assistance. And yet, they content what customers experience in new to them. Meanwhile, you only have to read the comments in this forum to see it's an issue....and it continues to go unaddressed.
As much as I would like to champion an effort to have Comcast investgated, we are signing off...and going with another service.
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