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?

Responses

Accepted Solution

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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_qbkitm

7 Messages

Calling now. Thanks for the heads up.

1 year ago

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user_c015d9

1 Message

1 year ago

same issues! so frustrating!! maybe they will answer here?

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user_e21916

4 Messages

Same issue https://www.reddit.com/r/Comcast_Xfinity/comments/1623fwu/exceeded_your_monthly_data_usage_plan_but_router/

Lots of people having this issue, not an edge case. There only solution is to disconnect cable modem or get unlimited plan - Xfinity is not able to help or not willing..

Unfortunately the regular plans without unlimited are not usable (maybe a legal contractual issue). When my cable modem is the only device connected (nothing else, no router) I still get data usage 2 GB / hr consistent.

I will be cancelling Xfinity until they fix this by either upping data cap to 3 TB or when Xfinity matches customers data router usage.

1 year ago

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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

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_tkcy3p

4 Messages

Exactly what I see on my end as well.

1 year ago

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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_qbkitm

7 Messages

Keep us updated please..

1 year ago

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user_85ymw7

9 Messages

@user_qbkitm both mine and others are reporting that it seems to be more accurately reflected now. Hopefully this is the case for you.

1 year ago

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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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XfinityMichaelC

Official Employee

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4.1K Messages

Hey, @user_jr9p14! Thanks for reaching out to us on the forums! I apologize to hear of the issues you are running into with the data usage calculator. Having a look further into this thread, it looks like the issue should be resolved. Can you please confirm this?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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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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user_85ymw7

9 Messages

Get a ticket number and save it for your records. If you search on this topic in these Xfinity forums you'll see many people are getting billed for these false overages. They aren't getting any answers, except customer service pushing them to go pay for unlimited data. They are rightfully PO'd

1 year ago

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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.

4

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user_qbkitm

7 Messages

Mine is fixed as well.

1 year ago

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user_ncjhyt

1 Message

Looks fixed here, too. It previously 30 and 35 in July and August, 800 for September, and in 9 days of October, over about 500.

1 year ago

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XfinityJustinC

Official Employee

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893 Messages

Hello, @user_qbkitm. Thank you for taking the time out of your day to follow up that your data meter has been fixed. I've been receiving reports from other customers that they are seeing the correct information as well. We definitely appreciate you hanging in there with us while the fix was being worked on. Please let me know if you need any further assistance.

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

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XfinityKrista

Official Employee

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1.5K Messages

Hello @clone1008, thank you for taking the time to reach out on social media. I'm happy to hear the data is now showing the correct amount. While we're checking on your account, are your services working all right for you? Do you have any other concerns I can help with?

I am an Official Xfinity Employee.
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1 year ago

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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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XfinityThomasC

Official Employee

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2K Messages

Thank you for reaching out to us @user_tkcy3p There is a known issue impacting the data usage calculator for some of our customers. Our engineers are actively working to resolve this issue soon.

I am an Official Xfinity Employee.
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1 year ago

0

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user_85ymw7

9 Messages

Thank you for the confirmation. Can you clarify if the issue is a just affecting those of us who own our own modems?

1 year ago

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XfinityJamesC

Official Employee

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1.7K Messages

That's a great question, @user_85ymw7! There doesn't appear to be a connection with any specific type of modem. The CSA Team has been looking into this on a case by case basis.

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.
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1 year ago

0

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user_pb26rf

1 Message

@XfinityThomasC This is happening to me as well. My husband called customer service and they weren't helpful at all. Can you help?

1 year ago

0

XfinityJamesC

Official Employee

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1.7K Messages

Greetings, @user_pb26rf! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your data usage as well, but you have definitely come to the right place for assistance.

If you haven't already done so, the best course of action is to contact our Customer Security Assurance (CSA) Team, as suggested by @clone1008. They can look into your data reporting, and make sure there aren't any unusual errors. You can reach them by calling 1-888-565-4329, between the hour of 8:00am and 12:00am, Eastern Time. You can also create a report on their web page by visiting https://internetsecurity.xfinity.com/help/report-abuse/.

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

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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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user_85ymw7

9 Messages

If you can, go to the local Xfinity store and let them know that what you see on the website does not match their internal records. Have them open a ticket for you. Write down the ticket number. If you can't get to the store call the CSA team at 1-888-565-4329. The regular customer service stinks.

1 year ago

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XfinityEricB

Official Employee

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1.7K Messages

Hey @user_e887ay. The best team to speak with about usage in the home is our CSA team posted throughout this tread. They can help review usage, and provide the most information about home usage. Other teams are only able to see the total usage, and all we have to offer is unlimited, or advise on how to limit usage in the home. I appologize we haven't been able to provide you the information you want like our CSA team can.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

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Xfinity data usage spikes and breakdown of devices

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