Xfinity's meter appears to be completely broken

For the past months, my Xfinity app and account show an abnormally high amount of data usage that does not align with my actual internet activity.

My monthly usage is consistently around 600-700GB, but last couple months it suddenly spiked to 1.380TB. Worse, my new billing cycle started yesterday, and the system claims I already used 60GB in just ONE day. This is technically impossible for my actual internet usage.

When I called customer support, the agents just insisted the system is never wrong. Then they tried to push me into an Unlimited Plan that offers lower speed for a higher price.

It feels like they are using these faulty numbers to force customers into upgrading. Please check your apps and keep an eye on your usage. Xfinity needs to fix this glitch.

I'm posting this to warn other users to monitor their data usage closely. Xfinity's meter appears to be completely broken.

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XfinityMarshante

Official Employee

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1.6K Messages

19 days ago

Hello @user_49mkgd, thank you for taking the time to leave a post. Sorry for the frustration and concern this unexpected increase in data usage has caused, especially when it doesn’t appear to match your normal activity. We’d be happy to take a closer look and help determine the best next steps. Have you had a chance to check the connected devices in the app to make sure there aren’t any devices you don’t recognize? Have you recently added any new Wi-Fi-connected devices, or do visitors connect to your Wi-Fi when they’re at your home?

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user_49mkgd

Visitor

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2 Messages

19 days ago

Hi,

No new devices, no unrecognized devices, and zero visitors at my home.

In fact, smartphones in our house have had Wi-Fi completely turned off for several weeks.

Your meter is still phantom-charging us hitting 130 GB in just 3 days.

This is clearly a severe glitch in Xfinity's data tracking system, not an issue with our devices.

Please escalate this to a backend engineer or advanced technical team to investigate my account logs immediately.

Thank you.

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XfinityLinda

Official Employee

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2.9K Messages

@user_49mkgd Have you already taken extra security measures like change the Wi-Fi password on your home network? This is recommended in case someone is logged into your Wi-Fi.

We would need to get your name and account information through a Direct Message to look into this further.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon in the top right corner

Click the "Start new conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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19 days ago

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user_49mkgd

Xfinity's meter appears to be completely broken

XfinityMarshante

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XfinityLinda

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