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Data usage doesn't match phone

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Regular Contributor

Data usage doesn't match phone

Over the past couple of months, I've noticed an issue with high data usage. In order to determine the cause, I've disabled some apps and starting tracking usage with the built-in iPhone app. My cycle recently restarted and I recieved an alert a couple days after saying that I had used 6+ GBs of data. My iPhone all shows 400 MB of data use during that time period. I have reached out to chat and phone support they have not been able to help. It seems Xfinity is having trouble keeping track of data usage or the iphone is not tracking correctly. I did have it happen with my other line last month but didn't have any proof, but now I do. Has anyone seen this issue?

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Official Employee

Re: Data usage doesn't match phone

Hi jac509,

 

Thanks so much for posting to the forum and I hope you’ll pardon my delayed response.  If you are still needing help with this issue or anything else related to your Xfinity Mobile service, I’m more than happy to offer assistance.

 

When you get a chance, reach out to me via private message.  Click on my name ComcastChrisL and then click on the blue 'send a message’ button from my profile page.  For account authentication, please include the following information;

 

First and last name, mobile number, complete service address, and the last 4 digits of the pay method on file.

 

Once I authenticate the account in question, I’ll be doing the needed research.  Thanks again for your continued time, and patience.

 

Sincerely,

Chris              


I am an Official Comcast Employee.
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New Poster

Re: Data usage doesn't match phone

I am having the same issue. My phone is saying I've used less than a gig of data but xfinity mobile insists it's 1.79gb. I would expect these numbers to be exactly the same but since I only recently switched and previously my data was closer to a gig than two (and that was for a full month—I'm only halfway through) I'm really confused. I can't see what's using the data. I put an extrnal data tracker on the phone but it agrees with the phone and so it doesn't give me any information about what xfinity thinks I"m using data for. I called in and was told they just "sometimes are recorded differently" but that's making my data go over every month. I'm working in safe mode right now to see if that helps but it's pretty slow. Anything I might try?