Xfi and pausing devices

[Sammiejo77]

I have started tracking usage in my house because of overages the last 2 months which has never happened in all the years of having Comcast. 

I have my devices paused yet in the middle of the night it shows VERY high usage...? No one can seem to explain this to me. I have changed my password and followed everything it says to do yet again in August over 90% of my data used. I have NO new devices and my habits have not changed. I am the only one in my house. 

Watched my fire stick in the bedroom last night and it did not show any devices connected...?

[ComcastHana]

Hi @Sammiejo77 

I've sent this issue up to prod support. I'll reach out once I hear back from them. 

Thanks,

Hana

[Neverfold219]

Did you ever find out what the problem was. Im dealing with the same thing & I still haven't got a stright answer to the problem

[Sammiejo77]

NO...they keep telling me to use their xfi app to track things and NEVER answer the questions...if I had other choices in my area I would drop them in a heartbeat. Still shows HIGH usage in the middle of the night when ALL my devices are paused...😠😠😠junk...

[ComcastHana]

@Sammiejo77 

I just wanted to give you an update that prod support is still looking into the issue with your gateway usage. I'll be in touch as soon as I see a resolution. 

@Neverfold219 , could you please send me more information on your issue so that I can send it to prod support as well. 

Thanks,

Hana

[Neverfold219]

My data usage keeps going up even though Im not using it. I dont use netflix or youtube. I just browse the internet & online game a few hrs. In the past 4 days its showed I used 157gb of data which is impossibe. I cut off my modem last night at 1a.m. & it read 145gb used. When I turned it back on at 12p.m. it read 157gb used. How could it go up by 12gb when it wasnt even in use. I rarely go over 100gb a month so I know something is wrong. Im not trying to go over my limit which is why Im looking for help with this problem.

[ComcastHana]

@Neverfold219 I've sent your issue to prod support as well. I'll be intouch as soon as I hear back from them 

Thanks,

Hana

[Momo1917526]

I had this same problem & noticed my usage was being used at night as well on a TV in my bedroom so I knew I was not doing anything to it. I put bedtime limits on all my devices that it showed using data so it would not use any data at night. That helped with the night time data usage. Now my problem is it won't pause when limits are reached. Ugh....

[ComcastHana]

Hi @Momo1917526 

I've sent your issue to prod support for investigation. I'll be in touch as soon as I hear back from that team.

Thanks,

Hana

[Sammiejo77]

At this point I really don't care...it is showing 99% usage on one of my devices that was paused...all I am getting from your wonderful security assurance department is change you password...change your security question. Also run a virus scan...99% usage is from my extender because the Wi-Fi will NOT work in my bedroom...not quite sure how they think you can run a virus scan on a Wi-Fi extender. 

I have had three new modems and changed the password each time...!!!  I have been using my fire stick for 2 years and the extender for 15 months...pretty sure that isn't it...the kicker...I have another fire stick in my room that I watch EVERY night and there is NO activity showing on it at all...!!!

filing a complaint with the FCC, so tired of prices increasing, internet and cable issues every time I turn around and NOTHING is being done to fix the issues. 😠😠😠

[Sammiejo77]

Don't bother calling...all you will get is...change your password and run a virus scan...if you have a security question...change that as well...😠😠😠

[kjyim]

Any resolution because we just got notified we’re at 90% of our usage for the month on the 13th when in a normal month we use barely a third of our allotment. I can see usage by device because everything is connected to our google WiFi and the totals are nowhere near what Xfinity says we’ve used. I checked via Xfinity website to see what’s connected to the router and there’s only our google WiFi. I chatted with an agent who said he couldn’t help and I need to call security which I’ll do tomorrow. But answers here don’t give me much hope they’ll be helpful.

[Sammiejo77]

No NOTHING...I have talked with their SECURITY department several times...they are NO help whatsoever...they have no idea what end is up. Keep telling me to do a virus scan...?!?! I have antivirus on all my devices...and of course the standard CHANGE YOUR PASSWORD...I have changed mine 3 times in the last 3 months...each time I get a new modem...which should not be that often...😠😠😠

I have received a couple significant discounts because of all the trouble...just received my bill...$238...!!! My plan is $69.99!!! Was told my payment is a month behind...! Last straw...filing a complaint with the FCC...😠😠😠

[PB2722]

Having many of the same issues as discussed above. I’ve gone over for the first time in 20+ years I’ve use the service. How did you find out how many gigabytes each unit uses? I just see it by percentage which is not helpful. Trying to keep this under control or may need to switch vendors.HELP please

[kjyim]

I spoke to security two days ago who said they would analyze logs and get back to me. No response yet. Still showing 100G a day being used even when we physically unplugged the router and shut off everything. Coincidentally we saw a tech on the pole across the street a couple of weeks ago and today received an email that our area is being upgraded to faster downloads. So maybe our line got crossed at the pole or there’s been some weird error where all the block’s traffic is being charged to us? I pray they figure it out quickly. This is stressing me out horribly. If they don’t figure it out by month’s end we’ll have no choice but to cancel service after being customers for 25+ years.

[dunnch101]

Same issue here.  Went on vacation and came back had to reset the modem and router.  Next 2 months way over one Terabyte usage when previous months hit 60%.  Are you kidding me?  Had the family go dark for a few days as xfinity showed 65% usage through 2 weeks.  Crazy usage when I'm only checking email.  Not optomistic by the comments here.  Recommendations?

[kjyim]

I’m seeing the same issue posted on reddit and Twitter. Something is going on but I haven’t seen any indication that Comcast has acknowledged it. All say they get the same response when they call for help: change your WiFi password, run virus scan. In other words, Comcast doesn’t believe the customer isn’t responsible for the usage. I had a rep yesterday tell me straight out their usage monitors were accurate so obviously we were using the data. I almost cried I was so frustrated. With multiple people reporting the same problem I’m starting to wonder if this isn’t a technical problem with individual accounts but some kind of weirdness in their internal system. Seems like usage stats for several accounts are getting conflated. If it is some internal issue I wish Comcast would acknowledge there is a problem and ask customers to be patient while they investigate it. But knowing how corporations work, I’m not holding my breath...

[s414]

Same problem here and no answers.

[s414]

We are doing the same. We were Comcast customer since 2005. This is absolutely ridiculous. Five phone calls no resolution. I’m done with Comcast.

[Sammiejo77]

Well you may have directed things to someone but it is obvious from ALL the other post in this thread that no one there cares enough to do anything...NONE of us have received answers...you are just waiting for us to go last our 2 months Grace to charge us more money...!!! I am STILL having issues...!!! Service is subpar...stinks...!!!😠😠 There I took out the BAD word

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@ComcastHana wrote:

Hi @Momo1917526 

I've sent your issue to prod support for investigation. I'll be in touch as soon as I hear back from that team.

Thanks,

Hana

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[MNmomma]

Same problem, but only with my teenage sons device showing he has almost hit his limit, but device is paused. I googled "why is my son on the internet if phone is paused" a bunch of you tube videos popped up showing kids how to override Xfinity parental controls.
When I asked my son about it he seemed guilty. Could trying to override this cause issues to our personal Network usage??

[tomsteele1]

I am currently having the same issue, I have never exceeded 300GB and this month I have exceeded 1024 GB. The data keeps going up and up despite not using it

The CSA service was woeful

[kjyim]

Comcast admits it was a problem on their side!

https://arstechnica.com/information-technology/2019/10/comcast-incorrectly-charged-2000-customers-fo...

I have not been contacted by Comcast nor have I received a credit back for it using one of my courtesy overage credits. We noticed our usage numbers looked normal again on 10/1 so we’re just happy it had been fixed.

[Raidersvalle13]

Ether do I I can't figure out every since I started using Xfinity and PayPal Progress App or Developer App it's nothing but pain at the neck Out off the Sutton I can't even wach SouthPark, The Simpson or Family Guy cartoon shows on any my Devices because everything's getting blocked by you Protect Blocker Security Security programs on all my device's come on you Guys I'm surprised that you guys allow me to send this respose to you Technical Support you Guy's to much GET RAID OUT you PROTECT BlOCKER it not helping anything if it's anything is nothing but pain at the neck

[Sammiejo77]

Mine as well...but having major issues today. Logged in to the xfi app to in pause a device...already connected as were 2 other devices that should have been paused. 😠😠😠

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@kjyim wrote:
Comcast admits it was a problem on their side!

https://arstechnica.com/information-technology/2019/10/comcast-incorrectly-charged-2000-customers-fo...

I have not been contacted by Comcast nor have I received a credit back for it using one of my courtesy overage credits. We noticed our usage numbers looked normal again on 10/1 so we’re just happy it had been fixed.

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