I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.
I can assist you. So that I can take a look at your account, please send me a private message and include your full name and account primary email address. Please click on my name to see my profile, and then hit the blue "Send Message" button.
Did you get this issue resolved ? I've been overcharged for months....nothing seems to work and they are still charging me double my original bill. Regardless of bedtime or pause mode. Tired of same canned responses.
To quickly address data consumption, you can use xFi to help monitor network activity for WiFi/ethernet connected devices on your home network, however xFi does not account for data consumed through X1 set top boxes (ex. streaming Netflix via the X1 app).
@mjpatterson11, have you noticed a specific issue with xFi not pausing devices? If so, you can send me a Private Message with your account #, device MAC, and timestamp of the last time you tried to pause the device and the activity that device was doing (streaming, browsing, etc). We can look into it.