Frequent Visitor
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12 Messages
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.
CClexx
New Poster
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6 Messages
5 years ago
Yeah, no. I have worked 22 of the last 48 hours and this does not include drive time or sleep.
There is absolutely no possible way I have used all my data when in fact you look at the last three months work where I never break 500.
This is BS. No one at Comcast would give us a straight answer. “Change your password”, “use the xFi app (that costs more money)”..... just the same runaround. No guys, tell me why the heck this is happening! Fix my account and give everyone here a reason for your lies!!!!
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Rturner22131
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13 Messages
5 years ago
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
Apologies for the issue and the experience that you described above.
As mentioned earlier in this thread, there was a known issue that impacted a very small percentage of our customers in the Fall. The referenced Fall 2019 issue impacted about 2,000 customers. 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.
A cursory review of your account shows steadily increasing data usage from June through November with an average monthly usage of 827 Gb over this period.
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.
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
5 years ago
Glad to hear that your issue was resolved to your satisfaction. Thanks for your patience.
To be clear, the credit was issued on your account prior to your BBB compliant being filed. But glad to hear that all ended up well.
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Rturner22131
Frequent Visitor
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13 Messages
5 years ago
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
Apologies for the issue and the experience that you described above. As mentioned earlier in this thread, there was a known issue that impacted a very small percentage of our customers in the Fall. The referenced Fall 2019 issue impacted about 2,000 customers. 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.
A cursory review of your account shows data usage from June through November in a range of 795 to 1175 Gb per month, an average monthly usage of 980 Gb. That shows a fairly consistent data usage pattern over the past 6 months.
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.
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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Rturner22131
Frequent Visitor
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13 Messages
5 years ago
Unfortunately we keep getting the same answer.
We may represent a small percentage of Comcast customers but we are customers nonetheless.
As an fyi... I have changed my password recently....xfi hotspot turned off.....gateway rebooted..... all devices turned off and not connected to the gateway overnight. One TV on during the day.... no computer....no gaming consoles online.,, yet massive amounts of data used.
Went to bed at 85gb.... all devices disconnected..., this morning.....100 gb used.
It would be more understandable if it was just 1-2 customers having this issue, but over 2000 shows it is not the customers it is Comcast and their data usage meters, either that or you have a serious data leak issue. Unfortunately, in some areas, Comcast is the only available provider, so that puts many if us relying on you all to provide good and accurate services allowing customers to use their internet in the normal manner they typically would without the fear if suddenly being close to or over the data cap. If Comcast cannot or will not fix the issue, then do away with the cap or raise the cap.
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
Sorry to hear that you were in the hospital. Hope you are doing better.
Cats are pretty smart though. There is a ticket opened on your account for this issue with the right teams based on your call to us last night. That team will review and contact you.
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
5 years ago
Yikes. That is a lot of data in a very short period of time.
Apologies for the issue and the experience that you described above. As mentioned earlier in this thread, there was a known issue that impacted a very small percentage of our customers in the Fall. The referenced Fall 2019 issue impacted about 2,000 customers. 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.
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.
Also, there is no additional charge to download or use the Xfi App or online:
https://www.xfinity.com/support/articles/xfinity-xfi-overview
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
5 years ago
Apologies. Your account was credited this morning (within 13 hours of your post) and someone is reviewing your account and will follow up with you directly . Thanks for your continued patience.
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CClexx
New Poster
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6 Messages
5 years ago
4:58am 90% used. I was asleep.
6:58am 100% used. Still asleep.
9:58am 125% used. I am not gaming, I am not streaming. I am doing nothing besides trying to figure out how your team or your meter or what ever the heck it is is messing everything up so much!!!!!
Also I would like to point out EVERY time I click on the stupid XFi link, it wants me to “upgrade” my service.
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
A larger credit was applied this morning.
The earlier referenced issue with the data meter was resolved and corrected. It does not appear that your account was part of that original concern.
Anyone having a data overage now doesn't appear to be part of the referenced Fall 2019 issue. Most often these are individual issues.
As mentioned, our team will review and make contact with you. Thanks for your patience while the team reviews your account.
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
5 years ago
Apologies, as mentioned earlier today in this thread, someone on our team is looking into your issue. Thanks for your patience.
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
Have you had the opportunity to review the link above?
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CCTeds
Gold Problem Solver
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18.9K Messages
5 years ago
Thanks for confirming. Much appreciated. Someone is reviewing your account and will be in contact with the primary account holder. As mentioned, a courtesy credit has already been issued based on your initial report to us less than three hours ago. Thanks for your patience while the team reviews.
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CClexx
New Poster
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6 Messages
5 years ago
I want legit answers. Not this same nonsense you are spouting. I want to know how I jumped 35% in FIVE HOURS. There is no possible way for this to happen.
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