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incorrect data usage reported

tbenjam
New Poster

incorrect data usage reported

My data usage is reporting a very high amount used when all my devices are on wifi and have cellular data turned off..  How can i get someone live to lookat this?

ComcastBillie
Official Employee

Re: incorrect data usage reported

That is a fantastic question! I can definitely understand your concern. Just to clarify, are we discussing the data usage for your home internet plan or would this be in regards to your cellular data with our Xfinity Mobile service?


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tbenjam
New Poster

Re: incorrect data usage reported

this is on my xfinity mobile devices data usage

Chrispy1974
Frequent Visitor

Re: incorrect data usage reported

I have a similar issue... my daughter's phone says 89.0MB, and Xfinity Mobile says 1.86GB...

I tried the online chat and it was brushed off as 'must be the device, bring it to apple care'

eraym
Regular Contributor

Re: incorrect data usage reported

Just curious, and for further clarification, you are talking about Wi-Fi data usage only since you say that cellular data is turn off?

 

And are you saying it is shows that usage for just the current measurement period?

(as opposed to a cumulative amount being compared to a current period amount)

 

And since you are talking about a mobile phone(s), do you ever use the phone(s) at any other locations?

 

The mobile phone(s) will measure all Wi-Fi data usage accessed from all locations, not just your house, any time you are connected to a Wi-Fi access point.

 

Chrispy1974
Frequent Visitor

Re: incorrect data usage reported

I am not concerned with the amount of WiFi data usage on the phone...it is the cellular usage that contributes to the monthly billable amount.

 

We had limited the apps that had access to cellular data, but it appears that data was still being consumed by the phone somehow...during the billing period there was a serious discrepancy between the amount of cellular data that the phone says it has consumed vs. what Xfinity is indicating was consumed by the device...

 

For now, my daughter is completely disabling her data unless she needs to use it to avoid the unexpected overage, or an explanation can be provided.

eraym
Regular Contributor

Re: incorrect data usage reported

Hi Chrisp1974, sorry my questions were directed to original post by tbenjam as he was asking only about W-Fi data usage since he said cellular data was turned off.

 

And in your original reply you didn't distinguish between Wi-Fi data usage or cellular (mobile) data usage. So I wasn't sure what to ask. I agree that what you are saying can be confusing.

For cellular data usage you should be able to look at what apps had access to cellular data and what amount of cellular data each app used. Add those amounts and you should get something close to what the phone is reporting as the the total cellular data used for the period. When I do this on my mobile (I have a Samsung Galaxy S8+) it always adds up to close to what the phone shows as the total cellular data used. If that isn't the case, then there would appear to be an issue somewhere.

With the cellular data turned off have you noticed if the phone is still reporting the amount of cellular data usage going up?

And if it is, have to checked to see which apps are reporting any increases? You would need to write down all cellular data usage by apps at a given time and date, then monitor that over some period of time (several days to weeks) to see if you notice any discrepancies.

 

And finally what the phone shows for cellular data usage should match what Xfinity Mobile is reporting for that same period (or at least fairly close). If that isn't the case it is extremely odd. I would say it may be a phone related problem also, but not sure what kind of issue or how to fix it.

And I assume since Xfinity Mobile is reporting a lower amount that at least you aren't being billed for huge cellular data usage that isn't being used in reality.

Chrispy1974
Frequent Visitor

Re: incorrect data usage reported

Check again...lol...the phone says 89MB consumed.... Xfinity says 1.86GB...which is why it is a concern...

 

We haven't been able to identify what is using the data, so she has disabled cellular data altogether now...although that's not an ideal solution

eraym
Regular Contributor

Re: incorrect data usage reported

Oops, Chrispy1974, got it. My bad, should have looked closer at the Mbs and Gbs.

Not sure why Xfinity Mobile would be reporting usage that much higher than the mobile phone actually shows.

 

I have seen small amounts (less that 1Gb) that don't add up for cellular data usage and assume it's the OS using cellular data when I have done restarts, etc. When I restart my mobile it always uses cellular data to connect to the towers before it ever enables Wi-Fi. And I have noticed that the Google Play store always uses small amounts of cellular data even when I have the phone set to always use Wi-Fi when I'm connected to Wi-Fi. Have never ben able to figure out why that occurs. I think the way to force a mobile to not use cellular data is to disable it. I assume that other apps may be doing the same. But none of that explains why Xfinity Mobile still reports much higher usage than the phone shows.

 

Right now on my mobile it shows a little more mobile data used than Xfinity Mobile reports, but that may be that the monthly switchover time for the billing period isn't quite the same on the phone as to what Xfinity Mobile uses (I'm not sure you can set that exactly) and they do say there can be a 6 hour lag in updating their site reporting amount.

Might that be what you are seeing?