Visitor
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1 Message
Xfinity data usage spikes and breakdown of devices
I have noticed that Xfinity data usage spikes during 2023 while my habits have remained the same. I called the customer service and they seem to dodge that they have to defer to level 1 and level 2 etc. Also, I have asked them how they calculate the usage and they could not explain. The app used to show the devices connected but that feature is disabled both in app and website. There is lack of transparency and I am not happy xFinity. I have noticed that several people are having this problem but not seen any clear resolutions. Why cant' xfinity explain or answer simple questions (1) Why my usage has suddenly spiked? (2) Why am i not seeing the devices connected ? (3) Why are you not providing the details of usage by device?
Accepted Solution
clone1008
Visitor
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4 Messages
1 year ago
I would suggest that anyone experiencing this issue to call into Customer Security Assurance @ 1-888-565-4329 from 8:00am - 12:00am Eastern Time. They will verify what they actually see on their end which is almost exactly half of what we are seeing. But the bigger reason to make the call is that you go on record as being aware of this and they setup a flag on your account to notify you when the problem has been corrected.
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user_c015d9
1 Message
1 year ago
same issues! so frustrating!! maybe they will answer here?
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XfinityAngie
Official Employee
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1.4K Messages
1 year ago
@pavanv272, we would love to assist you with your data usage issue. Please send us a DM with your name and full address by doing the following:
• 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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user_85ymw7
9 Messages
1 year ago
Similar question,
I have been experiencing BIG data increases the last couple of months despite activity to reduce our usage. BIGGER QUESTION: why does my Motorola Router/Modem tell me I've used 195G in the last 7 days on all devices but the Xfinity data page say I've used 441G? I can understand some disparity but that is huge.
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user_tkcy3p
4 Messages
1 year ago
Same issue I'm having. I noticed earlier today the gb its saying I've used is doubled to what my modem is saying I've used. THANKFULLY I take screenshots daily of my usage. Yesterday it had my at 173gb and when I checked this afternoon it went to 512gb... mind you my modem says I've only used 260gb. Also I have screen shots of my monthly usage and I have a screenshot saying the month of September I used 936gb, and it's now saying I used 1891gb... which would be over the 1229 gb and yet didnt get charged..and right now I just watched a regular HD standard movie and my modem calculated 8gb used, but xfinity is reporting I used 16gb. Something needs to get fixed asap before legal action takes place because I thankfully have the receipts.
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user_qbkitm
7 Messages
1 year ago
I check my usage every month. My last 3 months showed me consistently under 700g out of the 1.2T allowed. Just check the usage today, over the last 3 months, as well as current month. The last 3 are now showing I went over the 1.2T every months, though the over column still shows 0. Also, current month is showing 233g used, and I'M OUT OF TOWN, so 0 should be usage. (No, no smart devices always on. I have laptop. Smart TV and mobile, which not being home, means NONE are in use.) What is going on?
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user_qbkitm
7 Messages
1 year ago
Between this morning when I posted the above post and now, the Xfinity website has completely changed. You now need to scroll to the right to see data usage. I'm wondering if all these changes with their website (Xfinity Mobile app going away, the new layout to this app, the excess data usage being reported incorrectly) is all part of this transition, and these are all just errors as a result???
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bcronerb
Visitor
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2 Messages
1 year ago
Same issue and I actually noticed in April-June my usage was below 100GB, historical monthly average is always around 650GB. In addition the data table below the usage chart does not match the bar graphs.
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user_85ymw7
9 Messages
1 year ago
Indeed, the website info has changed since I looked this morning. Now the lady 4 months all show me over the 1.2T cap, and they were all below 1T this morning. Interestingly, the data use on the mobile app shows different numbers than the website, but still over. My modem reports 192G data the last 7 days. The Xfinity website shows 449G. I went to the Xfinity store this afternoon, and their internal system showed 232G for the last 7 days (still about 40G over what my modem says). Something's very wonky, and the clerk suspected it had to do with Xfinity not getting accurate info from my 3rd party modem. He submitted a ticket. Will see what happens.
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user_jr9p14
1 Message
1 year ago
I was just at 100GB used last night and now currently tonight I’m at 748GB when I was at work all day.. the 3 months I always ended at 600-700 used all of a sudden it says I’ve maxed out to 1.2T… what is happening
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user_tkcy3p
4 Messages
1 year ago
I just called 1-888-565-4329 and spoke to a representative there and he has no idea about the gb reporting incorrectly. And said he sees I'm at 296gb mtd. And when I questioned what online is reporting me at 601gb used, he said he doesn't see that number anywhere. So I just told him to make a note on the account what he's seeing and the issue online.
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clone1008
Visitor
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4 Messages
1 year ago
Mine seems to fixed now on both the app and the web.
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user_tkcy3p
4 Messages
1 year ago
Just checked and my data usage is back to normal.
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user_85ymw7
9 Messages
1 year ago
Mine also seems to be back to normal, although Xfinity does still show about 50G over what my modem says. It's definitely an improvement.
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user_e887ay
1 Message
1 year ago
I am having the same issue, the last two months. My husband and I have spoken to customer service and they are telling me that it’s my problem and we are just going over and I’ve explained nothing has changed and they keep pushing me to the unlimited plan. This is unacceptable. What can I do to get this fixed?
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