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device usage and summary home network activity last 24 hours don't match up

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Contributor

device usage and summary home network activity last 24 hours don't match up

Something on my network is using a LOT more bandwidth than usual. I'm normally around 500 GB/mo give or take.

This month in only 28 days (5 of which I was not here and nothing high-bandwidth was active, so really more like 23 days) I am using 926 GB and got a warning about going over the cap.

However, the xFi app doesn't show me what's using all the data! The summary shows "very high" pegged for the last 24 hours, yet if I painstakingly click through *every* device (even the non-active ones), none of them shows more than a blip of "very high" or more than a few hours in a row of medium/high usage, yet the 24 hour view shows it pegged, and given the nearly 2x usage of my household this month, I'm trying to figure out what's going on. My daughter got a smart TV for Christmas, so that is probably contributing, if not the culprit but even that device doesn't show activity during the day so I'm at a loss.

 

Here's a screen cap from the xFi app (web site shows the same) where all the profiles (every device is assigned to one of them) are all 0% yet it's "very high" the last 24 hours and my data usage is way higher than normal. I don't see how you can bill someone for this when there is NO way to debug what the cause is.

 

xfi.png

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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

How can Comcast charge overage when there is NO WAY to tell what device is using too much data and when there are no numbers? I called the security assurance folks and even they can't see what is actually using the data.
I guess I'll have to buy a router that is capable of this, since the xFi router software cannot, which is ridiculous.
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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

My usage has not changed. We don't have any 4K TVs. The new smart TV is showing very high usage only for 3-4 hours.

The way I see it, there are two possibilities:

1) there's a rogue device that does NOT show up on xFi. Not my problem if someone hacked their device, they support it.

2) xFi is wrong and not reporting what devices are *actually* using. Again, not my problem. I can't determine what is using the data, so how can they charge me?

They need to provide customers with info in order for us to stay compliant. I'll refute the charge every month, because of they can't tell me what is using the data, and the info they DO give me shows none of the devices are at fault, I don't think I should be liable for overage charges.

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New Poster

Re: device usage and summary home network activity last 24 hours don't match up

Where you able to contact comcast regarding this issue? I am experiencing the same problem and cannot determine where the increased data usage is coming from.

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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

I've called them and they couldn't tell me what was using the data, only the breakdown between my X1 cable box and the modem and that "downloads are 98% of your usage". I'm trying the Twitter route now, but not holding my breath. So you're seeing high usage but none of your devices show any usage either?

 

So if the xFI app can't tell me what device is using the data (or it's misreported) and Comcast can't see anything more detailed or accurate, I refuse to pay any overages. I have legal representation through a perk at work so I think I could litigate this (for "free"). The burden of proof should be on them, and even if it's on me if I'm using their supported hardware and their hardware can't tell me what's going on, I should not be liable for the overages.

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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

Twitter people referred me to the "Customer Security Assurance Team" who I had already spoken to yesterday and could NOT tell me what specifically was using my data on my network. Absolutely ridiculous, I will be contacting my lawyer.

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New Poster

Re: device usage and summary home network activity last 24 hours don't match up

I rent a router/modem from them and wonder if replaceing the hardware will help, I'm not sure.  It looks like all the articles I can find on the web are from earlier in 2019 regarding innacurace data usage calculations. It seems like there is still a bug in their system. My usage started rising in September 2019 and has stayed high ever since with little to no change to our ususal data usage habits. 

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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

Come to think of it, for me this spike in usage correlates to the new advanced security software update they pushed. I think you're right, there's a bug in how it's calculating usage and/or a problem in accounting for the each device with the new software update.

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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

You can call the "Customer Security Assurance Team" @ 1-877-807-6581 to complain about the bogus xFI information and ask them for *real* numbers in bytes and also tell them the device usage shows "0%" or "<0.1%" for all your devices, yet you're using a bunch of data.

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New Poster

Re: device usage and summary home network activity last 24 hours don't match up

I am having this exact same issue. It is very frustrating. We have not changed anything as far as usage, yet we had an overage, and all devices show as 0%. It is very frustrating.
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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

There are quite a few people reporting it on Reddit, too:
https://www.reddit.com/r/Comcast_Xfinity/comments/eyou52/xfinity_data_usage/

Something is messed up, and we have no recourse since calling Comcast they just have a blanket "our vendor that provides the data analysis says it's accurate". Well, thanks, I guess it's settled then! *facepalm*

 

 

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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

I believe replacing my XBR6 fixed the inflated data usage issue! It definitely fixed the xFi reporting per device and profile.

And after a day of checking the usage manually, I used about 19-20 GB in a day after swapping out the modem, which is more in line with my anticipated usage and historical usage.

Highly encourage anyone with high data usage that seems irregular who is using an XBR6 to ask for a replacement.

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Silver Problem Solver

Re: device usage and summary home network activity last 24 hours don't match up


@jkcarrol wrote:

I believe replacing my XBR6 fixed the inflated data usage issue! It definitely fixed the xFi reporting per device and profile.

And after a day of checking the usage manually, I used about 19-20 GB in a day after swapping out the modem, which is more in line with my anticipated usage and historical usage.

Highly encourage anyone with high data usage that seems irregular who is using an XBR6 to ask for a replacement.


What is the model you have now?

Model Numbers: TG3482G and CGM4140COM


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

They look the same, but:

old PN: CGM4140COM
new PN: TG02DCW3482P2CT 

 

Both are "XB6" on this site:

https://www.xfinity.com/support/articles/broadband-gateways-userguides

But it looks like the old problematic one is a Technicolor and the new one is an Arris?

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Silver Problem Solver

Re: device usage and summary home network activity last 24 hours don't match up


@jkcarrol wrote:

They look the same, but:

old PN: CGM4140COM
new PN: TG02DCW3482P2CT 

 

Both are "XB6" on this site:

https://www.xfinity.com/support/articles/broadband-gateways-userguides

But it looks like the old problematic one is a Technicolor and the new one is an Arris?


Possibly; I haven't had any issues with my Arris TG3482G


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
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Contributor

Re: device usage and summary home network activity last 24 hours don't match up


@RobertWy wrote:

@jkcarrol wrote:

They look the same, but:

old PN: CGM4140COM
new PN: TG02DCW3482P2CT 

 

Both are "XB6" on this site:

https://www.xfinity.com/support/articles/broadband-gateways-userguides

But it looks like the old problematic one is a Technicolor and the new one is an Arris?


Possibly; I haven't had any issues with my Arris TG3482G


Actually, usage still seems very high. 😞 Guess I will have to keep unlimited for now until Comcast provides the necessary tools to debug the high usage. I need to see raw # of bytes per device to really be able to determine what's going on.

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Contributor

Re: device usage and summary home network activity last 24 hours don't match up

I suppose there is another possibility here, which is they were previously not reporting accurately the usage, and now it's been updated and more accurately reflects the usage. But since Comcast gives us no way to see the actual data, it's anyone's guess. Providing real data not just vague usage labels would allow customers to have more faith in the number Comcast reports.