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Xfinity incorrect Data meter - Escalating everytime to tier2 and no response

Regular Visitor

Xfinity incorrect Data meter - Escalating everytime to tier2 and no response

I am a comcast internet service customer since 2015. However, recently since the last month, I noticed that my data meter shows that the usage has crossed 1 TB. I am amazed as there was no change in my browsing habits. I stream youtube daily for an hour, and 3-4hrs on the weekends. With this, my average usage havent ever crossed 300GB in a month, for the past two years. To check if there was an error with the data meter, I had disconnected all the devices from the router for three days, and just turned on the router. To my surprize the data meter was still running 30GB of usage every day. I then plugged in a different router and still see the same pattern (having no devices connected). To further confirm this, I switched off the router entirely, and still the data meter shows the usage.

When I complain this to the xfinity, the representatives always say that they are investigating, and give me a ticket number, and say that I will receive a response in about 24-48 hrs, which I havent ever received. Till now the ticket numbers I was given are NA250253092 on 9/12/2019, NA250259741 on 9/17/2019, NA250265518 on 9/23/2019 and NA250266453 on 9/24/2019.

One of these guys went on to say that since I am using a my own router (not rented from xfinity), they cannot verify the usage and so cannot help me. I cant beleive xfinity service is such fraudulent/ cheating and their customer service never address  the issue you complain about. 

 

https://arstechnica.com/information-technology/2015/12/comcast-admits-data-cap-meter-blunder-charges...

https://www.reddit.com/r/Comcast_Xfinity/comments/8zksmf/xfinity_data_usage_is_an_rip_off_and_a_scam...

https://www.reddit.com/r/Comcast_Xfinity/comments/d7b4uc/data_usage_is_going_up_even_after_modemrout...

https://www.reddit.com/r/Comcast_Xfinity/comments/d86v4w/data_usage_over_1_tb_how/

http://www.dslreports.com/shownews/Comcast-Users-Still-Say-Usage-Meters-Arent-Accurate-141526

 

Official Employee

Re: Xfinity incorrect Data meter - Escalating everytime to tier2 and no response

Hello, mck1! Welcome to the Xfinity Forums. 
I'm sorry to hear you are having some difficulties getting a response to the ongoing investigation into your data usage. If you'd like, I'd be more than happy to look further into this and make sure we get this taken care of as quickly as possible. 
Please send me a private message with your first and last name as well as service address so I can assist.

To send a private message, click my name "ComcastTambrey", then click "send a message".


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Xfinity incorrect Data meter - Escalating everytime to tier2 and no response

I am having the same issue.

My usage has not been >300GB for the last 3 months and for Septmber my usage has exceeded the 1024GB limit. 

I notie the data keeps going up despite no devices being connected.

Tier 2 support did not help and told me that nothing is wrong.

It appears multiple people are having this issue