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Data Usage?

New Poster

Data Usage?

Hello,

 

I have an unlimited internet plan through Xfinity (keyword "unlimited.") I have no phone or cable access. But, I just received a voicemail (through my cellphone) that said I went over my data usage plan for a terabyte a month. This cannot be right because I have an unlimited plan. Also I used to pay $60/month, now they want to charge me $20/month extra for going over my supposed data usage plan. I don't have and never signed up for that. I'm furious. I cannot afford $80/month because I have my bills specifically setup down to a mad science. Also here is proof from Xfinity's website that says that this does not apply to unlimited data plan customers. https://www.xfinity.com/support/articles/data-usage-exceed-usage. The specific sentence that says "Note: This information does not apply to customers enrolled in the Flexible Data Option or the Unlimited Data Option." Hence "Unlimited Data Option." What is going on?

Expert

Re: Data Usage?


@gene_brown_742 wrote:

Hello,

 

I have an unlimited internet plan through Xfinity (keyword "unlimited.") I have no phone or cable access. But, I just received a voicemail (through my cellphone) that said I went over my data usage plan for a terabyte a month. This cannot be right because I have an unlimited plan. Also I used to pay $60/month, now they want to charge me $20/month extra for going over my supposed data usage plan. I don't have and never signed up for that. I'm furious. I cannot afford $80/month because I have my bills specifically setup down to a mad science. Also here is proof from Xfinity's website that says that this does not apply to unlimited data plan customers. https://www.xfinity.com/support/articles/data-usage-exceed-usage. The specific sentence that says "Note: This information does not apply to customers enrolled in the Flexible Data Option or the Unlimited Data Option." Hence "Unlimited Data Option." What is going on?


The Unlimited Plan is actually set at 1TB per month based on the fact that 90% of users will not ever reach that amount of data used.  The Unlimited Plan that you referred to actually means that those that pay an extra $50 per month will have no overage fees should they go over the 1TB limit.


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New Poster

Re: Data Usage?

No it isn't hence the fact that it says "https://www.xfinity.com/support/articles/data-usage-exceed-usage"

Administrator

Re: Data Usage?

@gene_brown_742,

 

Thank you for posting your question here in the Xfinity Forum. We sincerely apologize for the confusion about our Internet Data Usage Plan. 

 

As mentioned by user @Again, Xfinity Internet customers in the following locations have the Terabyte Data Internet Usage Plan:

  • Alabama
  • Arizona
  • Arkansas
  • California
  • Colorado
  • Florida
  • Georgia
  • Idaho
  • Illinois
  • Indiana
  • Kansas
  • Kentucky
  • Louisiana
  • Michigan
  • Minnesota
  • Mississippi
  • Missouri
  • New Mexico
  • Western Ohio
  • Oregon
  • South Carolina
  • Tennessee
  • Texas
  • Utah
  • Southwest Virginia
  • Washington
  • Wisconsin

The Terabyte Internet Data Usage Plan is suspended in Maine, effective December 1, 2016.

The Terabyte Data Internet Usage Plan does not apply to Xfinity Internet customers on our Gigabit Pro tier of service. The plan also does not apply to Business Internet customers, customers on Bulk Internet agreements, and customers with Prepaid Internet.

 

If you are not in a market with Terabyte Internet Data Usage Plan, you do not have a data plan at this time, although we retain the right to adopt one in the future.

 

With our Terabyte Internet Data Usage Plan, your Xfinity Internet data usage is unlimited. Your plan includes 1 terabyte (1,024 GB ) per month, with an unlimited number of additional 50 GB blocks of data provided as needed for $10 each (up to $200 per month).

If you enroll in the Unlimited Data Option, you will pay a flat fee of $50 per month regardless of how much data you actually use. That way, you never have to pay individual overage charges.

However, like all other Xfinity Internet customers, your use of the Xfinity Internet service must be consistent with our Acceptable Use Policies for residential services and network management system. To learn more about our policies, see Customer Agreements, Policies & Service Disclosures.


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New Poster

Re: Data Usage?

i had the same issue. and i know i paid for unlimited but now they are saying i dont have unlimited but can pay 50 more for unlimited. I swear i have NEVER went over. suddenly out of nowhere i am over. i dont believe this. this cannot be right. Did they also say you already used your curtosey in NOV 2017 and DEC 2017? i bet they have you the same story they telling everyone. 

New Poster

Re: Data Usage?

im sorry , but i think comcast did something. why is everyone going over. why all of a sudden we no longer have unlimited and now have to pay $50/month more for unlimited. This doesnt make sense. i spoke with other customers and its the same story. Why all of a sudden every is getting msgs that they went over, but never got those msgs in the past? why now? it doesnt make sense. 

New Poster

Re: Data Usage?

I agree. Never had data usage problems before. Never heard that we had an allotted amount. Seriously $200 a month for them isn’t enough!?
Highlighted
Regular Visitor

Re: Data Usage?

I too went over and I just recently went from household of 6 to 4ppl with less online equipment. I decided to monitor usage thru xFi app. It showed usage for things that were not plugged into electrical outlets & usage for phones/iPads not in the home for over 8-10hrs. I pause data on everything at night and last night everything that has ever signed onto my router in the past pulled large amounts of data. How is that possible some of that equipment has been out of the home 8-9months! Something is definitely wrong on Comcast end this needs immediate attention since we are being charged for overages & it’s obviously their problem!!
Frequent Visitor

Re: Data Usage?

I am having the same problem. There is no way I used 1.5 Terabyte’s of data last month. I have tried pausing devices. It seems the more I try to do to reduce my data usage, the more the data usage goes up. A month ago a Comcast tech named Lucas helped me and said he was going to find out exactly what was going on. I trusted him when he said he would call me at the end of the month with answers, but guess what? He never called. I am most disappointed with Comcast customer service. Today I was told to call their “Data Usage Team” I called this number thinking I would get some answers. Instead I got a call center with a foreign voice I could barely understand. I could tell they were reading off a list of pre written answers. They were no help at all. Last month I went out of town for 3 days. No devices were being used at my house but according to the Xfinity data meter I was using lots of data. What gives? I am on a fixed income and can’t afford the extra dollars for data I know I am not using. Please help me Xfinity!!!!!
New Poster

Re: Data Usage?

We had a similar problem in December '18 and January of '19 and Xfinity was of absolutely no help. We exceeded our 1 TB of data usage in both months. I spent hours trying to get help from Xfinity before doing my own research. I solved the data issue by setting Netflix to play only in standard definition. What you may not know about these streaming services is that they can use HUGE amounts of data. You can't set the playback quality for Hulu or Amazon - they play at the highest definition possible, as does Apple TV. We didn't have any changes in our home with respect to devices using data, yet Xfinity insistend there must have been a change to exceed 1 TB of data because "that's far more than the average customer." Oh really? I've read many similar stories about Xfinity. I don't like this ISP at all!

Frequent Visitor

Re: Data Usage?

Sounds like we are having the same problem with little or no help from Infinity. I will definitely take your advice on changing Netflix to standard image quality. I was feeling like Comcast was doing everything possible to make me pay the extra $50. a month for unlimited. Thanks for your help!!
Regular Contributor

Re: Data Usage?

You might want to check into this thread

 

https://forums.xfinity.com/t5/Your-Home-Network/Terabyte-Internet-Data-Usage/td-p/2741624

 

There are many ways to go over the data cap described there as well as many ways to track data and reduce data.  (That thread has been going for years so the later pages are more relevant.)

 

Data use is going up in general.  2 years ago Comcast said their median monthly household data use was 60GB but now it's up to 200GB.  An outside firm estimated that 4% of comcast customers hit the data cap now vs only 2 percent last year. 

 

I wouldn't expect much help from Comcast.  If you go over your quota, then they charge you more and from their perspective the problem is solved.  My water main and my neighbors' water mains broke and the water company was happy to just charge us money until we found and fixed our broken pipes at our time and expense.

Frequent Visitor

Re: Data Usage?

Thanks again for the helpful info. I wanted to cut the cord so I could save money since I am retired. Having my data go up every month from 300 to 1.5 Terabyte’s really surprised me, and then Comcast did nothing to help me except send me on a wild goose chase from one call center to another!!
Regular Contributor

Re: Data Usage?

If you go into your comcast account, you can enter a personal email address and set it as your preferred contact address.  Otherwise I think notices go to the main Comcast email box whether you read it or not.  Also, while you're there, under "manage internet" you can see what you've used so far this month, and under communications preferences, you can set it to send you a warning at a lower threshold to give you more time to react.

New Poster

Re: Data Usage?

Same issue here. We have gone over our data limit 4 or 5 months in a row. I've been consistently paying $120 for my $70 internet plan. I went so far as to implement a captive portal which requires all devices to login every 2 hours (to prevent autoplay and other background connections). It didn't help.  This month we are already over the limit and it's only the 20th. I feel like I should mention that I have a very strict firewall (annoyingly so) and use my own modem.

Frequent Visitor

Re: Data Usage?

I’ve tried everything. I just had a Xfinity serviceman at my house on Friday. He checked everything in my system and said he couldn’t believe I was using that much data. He told me he was a big online video game user and never goes over a terabyte. He did give me a number for the supposed “ Data Use Team” which he said these people will be able to diagnose exactly where the data was going. I called the number immediately and got a foreign sounding voice who appeared to want to help me, but actually was no better than anyone else I had talked to. I have started turning my modem off at night and pausing devices not in use during the day. I wish Xfinity could help more but so far I am not happy!!! The number that I called for the data team is 1-888-565-4329!!!!!
Official Employee

Re: Data Usage?

Hello, all. 

 

Thank you for taking the time to reach out to us here on the forums. If you're worried about the amount of data being used, I would highly suggest reaching out to our Customer Security Assurance team at 1-888-565-4329 (as kvb968 has pointed out). Their hours of operation are 6:00 am - 2:00 am EST, 7 days a week. If, after calling them, you are still experiencing issues, please feel free to send me a PM with your first and last name. I'd be happy to help! 

To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”


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