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user_i7n3gi
1st Topic

4 Messages

Sunday, May 26th, 2024 5:14 PM

Closed

Usage tripled with no explanation

Nothing in household has changed and last month Xfinity shows usage doubled and this month tripled saying I’m almost at my 1TB. I’ve always been around 400 GB and with nothing changing in our households usage this has to be a scam trying to make us go to unlimited. Looks like reporting to the FTC as no one can show what caused the increase. 

Question

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Updated 

1 year ago

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eric.n.james

2 Messages

1 year ago

Same thing happened to us since Thursday - Never used more than 600 GB in a month, suddenly we're up to 1.4 TB, increasing 150 GB/day. Comcast/Xfinity is [Edit: Inflammatory] in identifying what might be causing all this usage. Many posts in the forum complaining of the same thing with no clear resolution, other than to contact support with waits of hours or no response to messages sent. It does seem to be very [Edit: Inflammatory] - the only way to avoid $100 in over-the-limit charges is to go unlimited for $25 extra.

(edited)

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XfinityMarcos

Official Employee

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2.4K Messages

Hello eric.n.james, I can see how that unknown data usage would be pretty alarming, especially these days when data security is so important. Plus, like you mentioned, data overage fees are no fun to deal with either. Have you already had a chance to confirm the devices connected to your home network? If not, this Link can help walk you through the steps to take full advantage of the Xfinity app. I love all the control and customization the Xfinity app gives our customers over their network. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

eric.n.james

2 Messages

Yes, all devices on the network are known. The app only provides total usage to date for the month, not even by device; so, it's not much help at all, other than to see that we continue to use 130 GB/day. I tried contacting Customer Security Assurance (only a 10-minute wait!), and a ticket was generated, but I was supposed to get a response within 72 hours and it's been well over that without a peep; so, no help at all.

1 year ago

0

XfinityMarcos

Official Employee

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2.4K Messages

 

eric.n.james, Understood, I really appreciate you taking those steps to check the self-service options, and for working with our Customer Security Assurance team. They're a dedicated team for this type of concern, and typically do a very thorough job. Let's look more into this together and make sure we're headed in the right direction. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

XfinityPeterH

Official Employee

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2K Messages

1 year ago

@user_i7n3gi Have you contacted our data specialists trained to investigate spikes in usage? Customer Security Assurance Business Hours: 8:00am - 12:00am EST, 7 days a week
Contact: 1-888-565-4329

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user_i7n3gi

4 Messages

Yes I have and they were no help whatsoever. 

1 year ago

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XfinityShawn

Official Employee

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1.6K Messages

@user_i7n3gi We understand this isn't the result you were looking for, but our CSA team would be the only ones able to detect if there is an issue with your data usage. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

PCPrincess

Visitor

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3 Messages

1 year ago

Apparently, Xfinity is contracting w/a third party to do their data aggregation. I think its worth looking into this third party (I'll leave it to your imagination, because Xfinity will frown upon suggestions of impropriety).

(edited)

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