nextmilenium's profile

New Poster

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14 Messages

Tuesday, June 3rd, 2025 5:49 PM

Weird data usage issue - Please help!

I've been a long time Xfinity internet customer. I added another Xfinity internet account for another address at the end of April this year. So now I have 2 separate Xfinity internet accounts for 2 different physical addresses. I'll call these Account 1 (original) and Account 2 (new).

Account 2 was created under different email address but same phone number as Account 1.

At the end of May, I got an email from Xfinity for Account 1 saying that I was approaching my 1.2TB data limit. I thought that was strange because my usage pattern hasn't changed. So I poked around and saw that my data usage showed 0 for month of May for Account 2. 

I'm guessing that for some strange reason, my data usage for Account 2 is being added to Account 1. I think this explains why data usage is 0 for Account 2 while data usage increased for Account 1.

I contacted Xfinity customer service few times but they don't seem to know how to fix this.

Any help would be greatly appreciated!!!

New Poster

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14 Messages

2 days ago

I’ve talked to 5 different reps and their answers range from looking into the issue and calling me back (which they never do) or it takes a while for the data usage to show up (it’s been over a month for the new account and it still shows zero usage). 

Where can I turn to get some help?!

Official Employee

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4.2K Messages

Hi nextmilenium! Thanks for visiting our Xfinity Forum. We value you being a long-time customer and appreciate you choosing us as your service provider. This is definitely odd that it is reporting that way, and I'm unsure how this would occur with 2 different accounts at 2 separate addresses. No worries, we will definitely get to the bottom of this. 

 

To better investigate this for you, please send us a Direct Message. Here are 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

 

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