Xfinity data usage spikes and breakdown of devices

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.

@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.

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. 

@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.

 @user_gitgjt Thanks for reaching back out to let us know. I have been in your shoes before, so I understand the inconvenience that this can cause. When speaking with our Customer Security Assurance team, did they happen to suggest swapping out the modem? When this happened to me, I was able to get my modem swapped out for a solution. Would this be something you would be willing to try today?

I caved in to Xfinity several days ago and changed my plan along with my modem......to an Xfinity modem.  The continued increase in data usage has remained the same whether I was on my Motorola modem or yours.  I have gone from an average of just over 900 GB a month (for the previous 5 months) to an exorbitant use of 1568 GB for the month of October.  No new devices, no change in usage, nothing to justify this increase.  Obviously even a change in modem hasn't made any difference, the usage is by far well beyond typical for me.  To have that many gigs used while asleep and nothing being used boggles my mind. My last conversation with CSA, Trixie, assured me my usage would return to normal with the new month.....obviously that isn't the case.

That is strange. @user_gitgjt I would certainly be just as concerned. Whenever I notice my data usage goes up, I also change my network password. Have you tried this step as well? Another great way to get to the bottom of the usage is by monitoring the data use with the XFINITY app or via the usage meter when utilizing each device individually to pinpoint which devices are using the data and which devices are connected to your network. 

I did change my password when I installed the new Xfinity modem.  I have tested my 5 devices.....2 cellphones, 1 desktop, 1 laptop, and a TV....the only ones connected to my network and I can find none of them at fault to be using any more data than they did a month ago, 6 months ago, a year ago.  I follow the usage now daily on my app since this issue developed in October. I do not watch movies or anything that may use a huge amount of data at a time.  While I don't have to worry about overage charges (Xfinity talked me into a reduced charge of $10 to sign up for unlimited) I am still very concerned about the blatant increase in usage and of course, cost to me.

@user_gitgjt changing your password is a great way to keep your network secure, I do that regularly as well. If you haven't looked into it, the xFi modems do have a some great features of being able to name and manage devices. You can also set up notifications when the network detects something new. We got a ring doorbell last year, and have a couple cameras that I forget about that use data. Putting names to all the devices has been really helpful for me. Here is a great article that goes over xFi notifications: https://www.xfinity.com/support/articles/xfinity-xfi-notification-center. 

I know you have already worked with our dedicated CSA team, but if you continue to experience any data concerns I would definitley recommend reaching back out to them.