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pavanv272
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Monday, September 4th, 2023 3:03 PM

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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? 

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1 year ago

2.1K

20

user_gitgjt

20 Messages

2 years ago

On Oct 20 I received an email showing my usage at 75%…yesterday another email saying I was at 100%….so today I am in the “over” zone. I have never in 2 years gotten close to being over with the same devices connected. Talking with CSA got me nowhere, they are saying it’s my problem….and the gentleman was rude, gave me no ticket number, just told me that was the information they received from my modem, nothing they could or would do about it. If I had any other choice for service I would dump Xfinity in a heartbeat. Just feels like a scam to force me into buying unlimited service and as a senior that’s really not an option!!

(edited)

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user_qbkitm

7 Messages

I thought this was corrected.  I too was getting ridiculous numbers from Xfinity, double what I've ever used.  I was posting on Reddit about it, along with others.  Then, an Xfinity online rep said it was fixed, and I received a direct inquiry to my Reddit post asking if my situation was resolved.  It was.  I just checked and my October usage (and prior months usage, which were reported as double) and all has been corrected, both current usage numbers and retrospective usage numbers.  Something is obviously still amiss for some users.

2 years ago

0

user_gitgjt

20 Messages

@user_qbkitm​ I would love to know how you had your usage resolved.....mine just keeps going up and up!  I see one post where the rep said their engineers were aware of the problem and they were dealing with each case by case.  My conversation with CSA was fruitless so I hesitate to call back again.  Really wish I had other options for internet but as we are all aware Xfinity has a lock on many areas.

2 years ago

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user_85ymw7

9 Messages

I had the best luck going into the Xfinity store and taking with the manager. I showed them the data usage being reported on the Xfinity website and app and I also showed them the (much less) data usage that was showing from my personally owned router/modem. I asked them to pull up on screen what they showed my data is being, and it was about half what the website reported. I stood there while he called in and opened a ticket for me. My problem was resolved by later that day, but I'm still watching it. If you can, walk in there and at least show them this thread where the reps do admit it's a known issue. Good luck. 

2 years ago

0

user_jpj1zz

1 Message

2 years ago

68 year old using 1 terabyte is ridculous. Is Comcast taking advantage of older customers? No way this is possible. Doesn’t use cell phone hardly. Plays solitaire on Chromebook and watches YouTube tv occasionally, WTH Comcast? No way to talk to a human and if I do get through they don’t understand me and are absolutely no help. If they charge for overusage I will contact FCC. 

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user_gitgjt

20 Messages

@user_jpj1zz​ It seems odd that suddenly usage is so monumentally increased.  I wonder if forcing you to pay for unlimited is their way of getting back the $30 given out for the ACP.  I really wish I had another option for internet service.

2 years ago

0

user_gitgjt

20 Messages

2 years ago

Just before going to bed last night at 10pm EST I checked my usage.......the meter had already changed from Oct. to Nov. despite 2 hrs. remaining which I found very odd.  This morning I got up at 8  and despite the fact Nothing [edit all caps] was being used while I slept the meter shows me at 6 GB.......how is that possible???  I am so over this company!!

(edited)

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Shelly1450

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1 Message

1 year ago

Boy, do I agree!  Everytime I call them ,which unfortunately is often,  I get different prices and when the bill comes, it's always more than any of the quotes.

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user_roo3yg

1 Message

1 year ago

Same issue as everyone else... no habits changed but all of a sudden i'm getting "over-usage warnings" and it says we hit our limit. This has never happened before.  And of course their "check usage" page is down so no way to do a quick check, without the dreaded call to their customer service.  I hate to think they are doing something a bit shady on their end to push people to unlimited but it sure vibes that way.  I wouldn't be surprised to see Comcast get hit with a class action if anyone is able to prove it, as I think they are hosing all of us.

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