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Unusually high data usage megathread

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New Poster

Overcharges of 1tb

Hi comcast, can you please stop <Edited> with your overcharges for going over 1tb a month please?

 

I use the internet daily, I usually skirt just below the 1tb monthly limit. This limit is very unfair and you wouldn't implement it if there was more competition in my area for with other internet service providers. Unfortunately only AT&T and COMCAST is available in my area <Edited>

 

If I download just one or two games ontop of my normal monthly usage, I will go over.

For instance, I downloaded RDR2 this month, 100gb game. Just to download the game I've already used up 1/10th of my limit. in just a couple hours.

 

If $80 a month for just internet is enough for 1tb. why isn't $160 enough for 2tb?

instead you charge more than twice as much for the same data if usuage is under 2tb. $200+ $80 = $280.

and 2tb is nothing, it's not that much data, it's easy download that much data.  

 

<Edited>

At the minimum you should offer plans with higher data plans instead of the 'get rekt for $10 per 50gb unlimited data plan' that you have.

 

<Edited>

 

I have 3 HDD drives that are 4tb large each It would take me over an entire year to fill them with my normal usuage with your data limits.

 

I don't think it would be as big of a deal if the overcharges were equal to the data that I already use and pay for but this is absurd. I miss the days when there weren't 'data limits'. 

 

I'll gaurentee you that I'll discontinue my service with you guys when applicable, and I'll continue to pay your ridiculous prices just so I can use your internet for the time being but only because AT&T and comcast implement that same data rates and charges in my area. But I'm not a happy camper. <Edited>. thanks

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Official Employee

Re: Unusually high usage.


@Silvano_gaytan wrote:

I've been doing the same stuff since before I cut off my cable side of Comcast and supposedly am using 2-3x as much data as I was before. None of the habits have changed we use the xfinity stream beta app which we were told by a Comcast rep that would not eat up our GB usage. Your system keeps saying I using 20-30 GB average a day when no one is home more than half the time. I would like an explanation. I purchased my own router 2 years ago and never had issues until we cut our cable. And no I would not like to rent a router from you guys. @Comcast


Apologies for the issues and the experience that you described above.

 

In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.

 

The credit will appear on your next printed statement and you can view the credit online via My Account.

The monthly data usage on your account so far is well below 1 TB.  November data is 309 gb and December to date shows about 588 gb so far.   

 

I've asked a colleague to review your account and contact you directly. Thanks for your patience.

 

We offer tools to help you track and manage your usage so there are never any surprises about how much data you use:

  • Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter.
  • Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.)
  • Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option.
  • Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.

 

For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges

 

Providing some additional information, background and tips below from our team that does the data overage reviews.


Customer owned devices
- One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network.

- The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices).


Metering System:
- Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/.
It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.

 

Comcast data metering accuracy reports at the link below:
https://www.netforecast.com/comcast-internet-usage-accuracy-reports/


- The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations.


- Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab).


- Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc.


Overall:
There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network.

The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used.


Common data users:
- Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices
- Data backups (including cloud backups)
- Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)


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Official Employee

Re: Overcharges of 1tb


@6859336 wrote:

Hi comcast, can you please stop <Edited> with your overcharges for going over 1tb a month please?

 

I use the internet daily, I usually skirt just below the 1tb monthly limit. This limit is very unfair and you wouldn't implement it if there was more competition in my area for with other internet service providers. Unfortunately only AT&T and COMCAST is available in my area <Edited>

 

If I download just one or two games ontop of my normal monthly usage, I will go over.

For instance, I downloaded RDR2 this month, 100gb game. Just to download the game I've already used up 1/10th of my limit. in just a couple hours.

 

If $80 a month for just internet is enough for 1tb. why isn't $160 enough for 2tb?

instead you charge more than twice as much for the same data if usuage is under 2tb. $200+ $80 = $280.

and 2tb is nothing, it's not that much data, it's easy download that much data.  

 

<Edited>

At the minimum you should offer plans with higher data plans instead of the 'get rekt for $10 per 50gb unlimited data plan' that you have.

 

<Edited>

 

I have 3 HDD drives that are 4tb large each It would take me over an entire year to fill them with my normal usuage with your data limits.

 

I don't think it would be as big of a deal if the overcharges were equal to the data that I already use and pay for but this is absurd. I miss the days when there weren't 'data limits'. 

 

I'll gaurentee you that I'll discontinue my service with you guys when applicable, and I'll continue to pay your ridiculous prices just so I can use your internet for the time being but only because AT&T and comcast implement that same data rates and charges in my area. But I'm not a happy camper. <Edited>. thanks


Thanks for your feedback. The policy around this plan is the current policy.  Details at the link below: 

 

https://www.xfinity.com/support/articles/data-usage-plan?

 

That being said, I did go ahead and reverse the recent data usage charges and provided an additional credit as a courtesy.  You will see that on your next cable statement. 


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New Poster

Re: Your data usage numbers for my account are still incorrect.

My data usage is at least 30G/day, when we are were on international trip and no one is there at home. 

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Contributor

Re: Your data usage numbers for my account are still incorrect.

@reddyvabad

One of the many reasons why I like a firewall seperate from a cable modem.

 

As root: # /sbin/shutdown -p now

 

Cable modem?  If you can get to it remotely and check the settings on your modem, the game is over and would explain 30GB.  Can you?

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New Poster

Re: Unusually high data usage megathread

I have used the estimator tool for measuring data. I put in 1.5 of my actual hrs in each of the categories that I would use...  my total estimated use totals less than 600....  the billing for this data exceeded the allowed 1000..

(2) years ago I signed on to a sweetheart package that included phone,tv internet all for less than $150. Per month. During that period there was no talk about data caps.

 

after the contract was completed the package went up to 216.00 and I got a notice that my data exceeded the limit set by Xfinity. Being a senior on a fixed income I tried to adjust by canceling the tv and phone. Now I have the mystery data that will force me to look elsewhere for internet or pay  for the pirate that appears in my data usage. Any recommendations??

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Regular Visitor

Re: Crazy high usage

The situation seems to have cleared-up after I exchanged my 4-year-old gateway for a new one.  My data usage immediately went back to normal levels. However, because I burned through so much data the first few days of the month, I will probably go through my 1-T byte limit before the end of the month.  Thank you for the credit to my account, I really appreciate your understanding.

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New Poster

Data cap not reset when upgrading

When I upgraded my service to the fastest possible internet offered I was told my usage caps would be reset to zero but that hasn't happened and I've been getting endless overage messages. How do I fix this?

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Gold Problem Solver

Re: Data cap not reset when upgrading


@sf_o_matic wrote: When I upgraded my service to the fastest possible internet offered I was told my usage caps would be reset to zero ...

That's incorrect. If you are in an area subject to the data cap (see https://www.xfinity.com/support/articles/data-usage-plan ) it doesn't matter if you subscribe to 10 megabits or 1 gigabit or how you change speeds during a calender month -- your usage just keeps accumulating until the last day of the month. If you exceed the cap and you've used up your two courtesy months, you're subject to overage charges unless you are paying for Unlimited service.

 

The data cap does not apply their Gigabit Pro 2 Gb fiber optic service.

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Contributor

Re: Crazy high usage

@dshank33418 

 

Comcasteds is helping people with this and has some billing magic that appears to be a neat trick, but lets also help comcasteds, yourself and the rest of the network. There's not a lot the man can do to diagnose home network setups for folks.

 

I'm hitting attempted traffic from exploited boxes on the comcast customer network pool itself, as well as just about every commercial cloud hosting service, and deliberate hacking attempts from all over the world. Helping you, might help me too.  Working fine, then all of the sudden big data is an indicator of a problem.  So, from my notes and solution on this:

 

For a sanity check, take a peek at your cable modem settings. At the very least with little effort on your part, check these settings. Now after you change the default admin password like you were supposed to..... 😉

 

* Disable ICMP (no pings to your external IP address)

* Disable UPnP (It was a bad idea when it came out.....it's still a bad idea)

* Disable remote modem access, last thing you want is an external facing web server on a cable modem.  Don't try to run services like SSH or VPN with a modem.  That's insane and asking for it.

 

Should be a firewall on it. Although I trust the built in modem firewall about as far as I can throw my truck, make sure it's on. If you are "port forwarding" to any internal machines, disable that unless you have that protected by "other means".

 

On Usage:

2.5Mbps (Mega Bit Per Second) = 1.13GB/hour (Gigabytes per hour)

4Mbps = 1.8GB/hour – good for 720p, acceptable for 1080p

6Mbps = 2.7GB/hour – much better for 1080p 50-60 frames/sec. Your 4K TV stream will be here or higher

15Mbps = 6.75GB/hour – Phones can do this. Downloads can too if the server on the other side has a good pipe to Xfinity. It's all about what you're talking to, and the slowest “hop” between you and that.

 

I stream. A lot, perhaps an excessive amount with Roku boxes. I've also got a couple remote locations I'm talking to 24/7. I'm hard pressed to run over 300GB with my current setup with a decent firewall, throttling, with dynamic firewall rulesets. Still working on that firewall  formula, but bad does exist on the internet.  Shields up.  You need them.

 

Got a Netgear Router? R6250, R6400, R6700, R6900, R7000, R7100LG, R7300, R7900, R8000, D6220, and D6400 contain an unauthenticated command injection vulnerability that may be executed directly or via cross-domain requests. Your router could be pwned (and world accessible), and currently being used for a botnet. No, it doesn't require anything other than just being connected and people are looking for them.

https://www.kb.cert.org/vuls/id/582384/

 

Plenty of other router exploits out there too. Lots of models. Lots of issues. I used the above for an illustration of why you want to check for firmware updates. Find all the exploits on https://www.us-cert.gov/ or search kb.cert.org. Feds also pump out a weekly exploit list, for everything. The gov site is weak for search capability, but useful anyway. Weekly alerts are something they do well.

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New Poster

Unusually High Data Usage -- There's a Great Disturbance in the Force

My family's data usage is usually about half the 1024 MB limit -- then suddenly this month (Dec 2019), it's (apparently) doubled for no reason we can discern. I had my alerts set up, so I got notifications at 90%, 100%, then that I've exceeded my "one free overage month" and the data usage doesn't seem to be slowing down. We're only at the 24th of the month!

12.12 - 921 GB

12.18 - 1024 GB
12.22 - 1130 GB

Look... we're not using that much data. Something's wrong. Maybe something's been hacked and someone is draining our data.

We've identified all the devices connected to our router (and the ones connected directly to the Xfinity modem). Our router didn't have tracking turned on before (it does now), but we've looked at the usage of the devices we can track, and the total we can account for from all devices is about 400GB/mo... right in line with what we normally use and nowhere near this 1130 GB and climbing fast. 

Just this morning, when everyone was dead asleep, the router says someone used 2GB of data--literally nothing was on. 

Xfinity-- 1) what's wrong with your tracking and 2) how do we stop the madness and 3) this is my formal request that you stop charging us for data we're not using and help us figure out what's happening.

internet usage.png

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Regular Contributor

Re: Unusually High Data Usage -- There's a Great Disturbance in the Force

Keep in mind that Xfinity's counter says it may not count data used in the last 24 hours.  So data that seems to appear while people are asleep or things are off may have actually happened sometime over the prior 24 hours.

 

Is this your own router?  Is it a unify/ubiquity by any chance?  (They happen to have an issue of their own that can cause mysterious data usage.)

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New Poster

Re: Unusually high data usage megathread

Comcast, just issued me a warning for going over 1 terabye, and your meter is absolutely broken, i checked all theindividual data usages on ALL of my devices and did the math and put myself at 477 gigs of data, so why are you giving me a warning for 1tb of data used? i've seen all kinds of threads showing that your meter is faulty, so why are you punishing us for things that are YOUR fault comcast?

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New Poster

Re: Unusually high data usage megathread

You can now add me to the list as well. I'm in the Minneapolis, MN area and got an email last week stating I have used 90% of my data. Not sure how this can be when I haven't changed anything and months prior haven't been over 500GB and averaging around 425GB. Now for some reason in Dec I'm pushing 1000GB? Talked with a Comcast rep and ZERO answers. Told them I had read about their metering being goofy. Rep didn't have a response for that. Did not get anywhere with the rep other than him telling me I had a spike on Dec 1 and Dec 17. I'm doing some research on those days but they don't appear to be any different than any other day from the past. Let's just say I'm not happy.

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New Poster

Re: Unusually high data usage megathread

Add me to this list as well. Our household usage is normally between 700/800 GB/month ... and now the past two months, we’re supposedly over 1100. No new devices or users, and when I went to the store to ask, the days the rep said we had the highest usage were when we were away from home more than usual. (And our Google Wifi app has our usage tracked at its normal rate.) I don’t get it. Curious whether that software glitch that was supposedly fixed is still affecting customers ... like us.
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Frequent Visitor

Re: Unusually high data usage megathread

Can someone help me? I have been averaging 600-800 GB a month for the last 2 years. Suddenly since Late November I’m going over. This dec I’m head to 2 TB and all tech support wants me to do is rent your modem. I monitor my network like a hawk and I don’t see any device consuming that much data. Can someone please please help me?
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New Poster

Re: Unusually high data usage megathread

I'm still having the same problem, although I will admit their numbers are getting closer to reality.  Last month I didn't hit the cap because we were out of town for 2 weeks, but this month we're back to the same old problem.  There are numerous devices on my wi-fi (mesh) network, but they all funnel through a single Plume Networks superpod.  The Plume network keeps data usage statistics on all devices on the network and it reports that I've only used 797 Gb in the past 30 days, (since Nov 27th,) yet Comcast just sent me my 100% notification so their counter has added over 200 Gb to my numbers.  At this point I'm pretty sure they have no ability to count my data usage individually.  I think they count the numbers for my local switch and divide by the number of users.  My next step is to unplug and see if the counter keeps counting, but I've got to set up an alternate (Verizon hotspot) data feed first.  I shouldn't have to go through all this...and neither should the rest of you. 😞

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New Poster

Data Usage

OK...I have read ALL the complaints about data usage.  This is an Xfinity site!  Outrageous!  They have still not answered all this outrage.  Simple.  My wife and I are retired.  We are NOT computer people, gamers, or big smartphone users.  6 Devices in our house.  We followed all the guidelines for usage when we cut the cord last August.  I set up a spread sheet and monitor daily.  We go over a TB every Month!  Two OLD PEOPLE!!!  

After calls and calls I was finally told to go on their app that gives me usage by device.  The numbers aere simply wrong.  We have to believ their numbers or go away.  Yes, I believ it is a scam and so many times I have been tempted to do the %0.00 extra and go away.  It really isn't about the money.  It is SO typical of the Canle Industry mentality since their inception.  "MUST increase usage by customer to increase profits".  I will get out f this some how, even if I have to drink more often. LOL...However it isn't really funny...the cable and internet compaines are indeed out to get us.  I guess we are all in on the conspiracy.  I do know one thing...changing to internet only and cutting the cable has only made me HATE COMCAST more!

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New Poster

Re: Unusually high data usage megathread

My internet usage for December 2019 shot up from 800GB on 12/26 evening to 1.6TB on 12/27 morning, and got a call from Comcast automated system that I have exceeded my limit. My Internet usage has not changed. This is the third month where my usage has hit close to 1TB and I am seriously considering alternate options. Comcast does not have a clear answer on why this is.

 

My usage has been the same and hovering around 600-800GB / month. Why will my usage double in 24 hours?

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New Poster

How do i manage my internet data usage?

Home internet
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New Poster

High data spikes

Comcast,

You notified me that I went over data limits twice in the last 2 months. Our data was a little higher in November as I downloaded a few games, but you reported I went over the limit this month despite not deviating from regular usage or downloading liberally. Our average data usage for the months before were 700-800gb. Could you resolve this?

Thank you for your time.
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Contributor

Re: Unusually High Data Usage --

I have been using almost no internt the last four days and am still getting charged for 5-7 GB of data per day.  In fact, I even unplugged the moden entirely yesterday for about 24 hours and just now plugged back in and it says I used 9 GB of data in that time.  Basically 200-250 GB of the 1024 GB I am almost maxing out every month is being stolen by Comcast.  Don't expect that you'll get ananswer from them, they know they can stay hidden like cowards and keep lying to people and stealing from behind the internet... because they think lying and stealing is what the people paying for the internet are doing.  There's nothing you can do about it because they're hiding behind the internet and remaining anonymous and the only way to get at them is through the internet anonymously.  

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Regular Contributor

Re: Unusually High Data Usage -- There's a Great Disturbance in the Force

Vando22,

 

I think you got your test almost right, except for the fact that Xfinity says their meter may not include data used in the last 24 hours.  So, you don’t know if that 9GB really happened while the modem was off or sometime in the previous 24 hours when it was on. 

 

So, to improve the test, try it like this: Turn off the modem for at least 24 hours.  Check usage (preferably via another method such as a phone so you can keep the modem off the whole time.) Use this as the baseline number and leave the modem off for at least another 24 hours. Now check again. If data went up on the second 24+ hour period, then something is going on. 

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Frequent Visitor

Downgrade Service because of Data Cap?

Who is willing to downgrade their service in order to get unlimited internet? I think Comcast is shooting themselves in the foot here. I have the best package already for cable and Internet, so I’m going to downgrade the package to offset the cost of getting unlimited internet. Good job Comcast.

Your techs are useless in terms of trying to help my data usage problem. I never gone over except the last 2 months and the only help I can get is to rent your modem.
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New Poster

Re: Unusually high usage.

Our internet usage has doubled this month as well, and we've never went over. Is something being done about this?
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Diamond Problem Solver

Re: Unusually high usage.


Our internet usage has doubled this month as well, and we've never went over. Is something being done about this?
______

Click on best answer in this thread for suggestions, nothing is going to happen unless you follow up personally

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New Poster

Data Usage

I've been using unlimited internet for over 20 years, since 14.4k dialup modems.  Recently, Xfinity lobbied to have Net Neutrality killed.  Now there are data caps!  By having a data cap of 1024gb, Xfinity has crippled my ability to utilize media sources that are not their own.  I can watch unlimited cable TV with Comcast, but I can't watch unlimited Sling or Netflix.  In casual use, my household reaches this 1TB data cap every month.  Additional service of "unlimited" internet now means more than DOUBLING my internet cost!  If I want to use a media source that's not Comcast for the same duration each month, such as Hulu or YouTube, I'm forced to pay up, which I can't afford.  The President cannot legally block me on Twitter.  And yet, an internet provider can now block me and force me to pay fees for the data of viewing that same information if I've already met a restrictive data cap.  This is shameful.  Comcast / Xfinity is the worst company I've ever known.  I'll be glad to be rid of them forever.

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New Poster

data usage

Have never approached the level, hit it 2 months ago, scanned my computer, found 2 suspicious items, no big deal but maybe that caused it.     Hit it again last month, now my 2 give me months are up.   Now here we go again.   Come on xfinity, there is a problem here.    There is 2 people in the house and we use the net in the evenings but that is it.    Something is up.

Regular Visitor

Comcast rises the bar of data usage so high and unreasonably

My monthly data of Internet usage has never been above one terabyte per month prior to Sep 2019, and the monthly average for June, July and Augusts was 842 MB, but all of sudden the monthly usage of data for Sep, Oct, Nov, and Dec (still two more days to go) skyrocketed to more  than 1.20 terabyte (an increase of more than 40%). We have been using the same number of electronic devices all year long and used Internet the same way we used before. Nothing has changed, except that Comcast decided to raise the bar from their end. It seems that the loyal customers of Comcast are forced to pay monthly bonuses to Comcast ten times a year and consequently do what Comcast wants them to do; buy unlimited data for an additional $50 a month. This policy will leave me no other option but to leave this company and try AT&T.

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Frequent Visitor

Re: Comcast rises the bar of data usage so high and unreasonably

Our Data usage this month about 91GB remaining of 1024GB,  Some of it legimate usage of PC updates,  Clean install of my Desktop due to getting newer hardware at Christmas, 

 

Antivirus scans ran, nothing found  (1 PC running Avast Free Antivirus/Malwarebytes 4.0 Free, and 2 Most used PC's running Windows Defender, and Malwarebytes Free--Willing to make changes there if need be) 

 

Usage is normally a little Youtube here and there,  internet browsing,  Some Amazon Prime video not much, very little Netflix,  even still approaching going over the cap once again

 

Did check our Gateway Modem Arris TG1682G, even reset the wifi password eariler in the month

 

 

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New Poster

Big jump in usage starting in november

Have never had usage issues before but starting november there has been a huge increase seen. checked my routers and they are all secure with no new mysterious signons seen.

 

the usage info on the site doesnt give much detail as to the when what type of traffic this is coming from. 

 

Seeing this happend all of the sudden back to back like that is concerning seeing it burned my overage grace, now making me worried about what the bill next month is going to be like.

 

Untitled.gif

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Regular Visitor

Re: Unusually high usage.

Glad i found this thread and i am not the only one. In last 12 months i was over 1 tb limit 2 times. usually around 900GB or below. Today i faced a really weird thing. My billing cycle is from Dec 1st to Dec 31st. Till Dec 19th i think i used around 700GB of data. From 20th morning to 30th morning our family is out of town for vacatio. Today after returning from the trip i casually checked my account and i see i have used something around 730 GB out of 1024 GB limit. So i thought i should be good as there are only 2 days in my billing cycle and almost 300 GB of data cap left to use and by my usual usage i will be using 60 GB in the next 2 days. 7 hours later i am over my monthly cap limit by 77GB. So that means i used almost 377GB of data in 7 hours. I am out of words. Today the things we did is probably 2-3 hours of Netflix and 2 hours of browsing in my desktop and 8 hours of VPN connection to my work which hardly takes may be 500-600 MB in those 8 hours. i didn't even downloaded any netflix movies for offline watching or any other games from my xbox store. after i got the 90% usage alert email from xfinity i contacted the customer service and they told me to chage the password for my wifi and install anti-virus on my devices and told me to contact them once i am over the 1024GB datacap limit so that they investigate the spike in data usage. i don't understand why should i wait till i get over my data cap to report it so that comcast can investigate it. And one more thing is comcast says the data usage may not include the last 24 hours usage data. But i saw my data usage chage in the online account 3 times today : afternoon i saw some 279 GB left in my cap, 5 hours later 77 GB left, another hour later 11GB left, couple of hours later i am over the data cap by 77GB. This clearly seems very very unusual.

 

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New Poster

I have the unlimite data option for $50, and you're still alerting me about being over a terabyte.

Your system is still giving us alerts about us being over a terabyte of bandwidth despite me signing up for the $50 surcharge to get the internet package I paid for so long ago.

 

Fix your service, and stop harassing us.

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New Poster

Re: I have the unlimite data option for $50, and you're still alerting me about being over a terabyt

Excuse me. This isn't anything to do with this topic! Move it back! It's about your system still harrassing us after we opted to pay your 60% markup on the service you promised us!

 

Learn some customer service skills while you're at it!

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Frequent Visitor

Re: Unusually high usage.

Something is definately awry.  I was always close, but under the 1TB limit, then around October things started heating up and I was charged $30 for overage.  In Novemeber I was notified in the middle of the month is was at 90% and got whacked for $70 more in overages.  At that time I subscribed to Xfinity streaming and invested in a bunch of Roku devices.  Now, the vast majority of our streaming is through Xfinity (~90%), which is not supposed to count against internet usage and I was just notified that I was at 900GB+ for the month.  This is literally impossible.  My Netgear router shows 1.469TB for the month and Comcast reports 935GB in internet.  No way are we only using 1/3 on Xfinity streaming abnd 2/3 on generic internet access.  Comcast you better get you're act together.   

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New Poster

Re: Unusually high data usage megathread


@EchoNM wrote:
I also had the September spike. I’ve never been over 500 gb, yet somehow while being out of town for a week and having my modem unplugged for another week I hit 1100 gb. Internet only, no tv. After a few calls to CSA, where they talked to me like I was a moron I might add, I finally got them to open a ticket. My router traffic says I’ve only had 407 gb worth of data volume yet nobody at Comcast seems to think that’s an issue. In fact, even after I unplugged my modem my data usage went up over 60 gb.

It appears my problem started in September as well and in November and December we have somehow gone over our data. We didn't do anything different or add people or devices. It just went up for no reason. Our signal has been dropping everyday for the last couple of months as well and I have had to restart the modem and router almost everyday.

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Diamond Problem Solver

Re: Unusually high usage.

My Netgear router shows 1.469TB for the month and Comcast reports 935GB in internet.
___________
@meball101
So your personal equipment is registering more use than what Comcast is reporting
1.469 TB =1469 GB
1469>935

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Contributor

Internet data usage issue

I noticed something weird a few years ago when I bought a new router but never really looked into it.  The past two months now I've come close to the terabyte limit which doesn't seem possible considering I haven't changed my habits.  I turned on my router's traffic monitor recently.  My router shows usage for today from midnight to now, 1/1/2020, as just over 700 Mbytes down and up combined.  My comcast account shows usage at 8 Gbytes.  How is that possible?

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Frequent Visitor

Re: Unusually high usage.

Yes, but we use xfinity streaming for video, which obviously uses data, but is not supposed to count against the 1TB internet allocation. So we are definitely using this for 90% of streaming video but Comcast is reporting that we are using only 1/3 of our total throughout for Xfinity and that we still used over 900GB on general internet and occasional Hulu/Amazon. I’m a video streaming engineer and understand in detail how much data is used to stream MP4 videos, and we have not used 900GB in the limited Hulu/amazon usage. They are not metering correctly.
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Regular Visitor

Unusually high usage.

I have noticed this same issue as well. The last two months our data meter has spiked. We have gone over our 1TB limit and haven’t done anything different than the previous months. We have had to use both of our overage freebies. We weren’t even home for a lot of December. Something has to be done about this! My plan runs up in February. I will look into switching to another company.
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Diamond Problem Solver

Re: Unusually high usage.

@meball101, again how do you explain your personal router showing more usage than Comcast is showing, if your complaining about usage. Comcast is measuring upload/download, both devices should be measuring the same. PS, remember to exit out of all those Roku devices, if not, they’re still using internet even though you turn the TV off

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Frequent Visitor

Re: Unusually high usage.

Xfinity streaming does not meter as internet usage. If I stream 500GB of Xfinity video streaming and have 100GB of internet usage, my router should show 600GB of throughput and Comcast should report 100GB of internet usage. The 500GB should be filtered out of the Comcast metering. Got it?
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Frequent Visitor

Re: Unusually high usage.

I have the exact thing happening. Ever since I installed the upgraded Gateway my data is exceeding 900 in november, and in December I exceeded the 1tb limit for the first time. What's even stranger is we were on vacation and away from the house for 10 days!?!?! I never got the 90 percent warning and as soon as I logged onto my iPad I got a warning for going over 1tb. Something is fishy. I have no idea why there is a cap to begin with. I never knew there was one until recently. If you pay for cable and internet there should be no cap period. Now I have to worry and fret over how much data My family is using like it's from a cell service. This is completely absurd. I am really close to making a letter for my local congressmen but who knows if that would do any good.  It just gives me a bad feeling.  There is no other alternative in my area. 

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Frequent Visitor

Re: Unusually high usage.

Comcasts metering is broken for some people.

Happened to me in Sep-Oct.

 ComcasTeds was able to reslove the problem.

Got my overage month credited back and got a $60 account credit for the issue.

@ComcastTeds 

 
 
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Regular Visitor

Re: Unusually high usage.

Glad i found this thread and i am not the only one. In last 12 months i was over 1 tb limit 2 times. usually around 900GB or below. Today i faced a really weird thing. My billing cycle is from Dec 1st to Dec 31st. Till Dec 19th i think i used around 700GB of data. From 20th morning to 30th morning our family is out of town for vacatio. Today after returning from the trip i casually checked my account and i see i have used something around 730 GB out of 1024 GB limit. So i thought i should be good as there are only 2 days in my billing cycle and almost 300 GB of data cap left to use and by my usual usage i will be using 60 GB in the next 2 days. 7 hours later i am over my monthly cap limit by 77GB. So that means i used almost 377GB of data in 7 hours. I am out of words. Today the things we did is probably 2-3 hours of Netflix and 2 hours of browsing in my desktop and 8 hours of VPN connection to my work which hardly takes may be 500-600 MB in those 8 hours. i didn't even downloaded any netflix movies for offline watching or any other games from my xbox store. after i got the 90% usage alert email from xfinity i contacted the customer service and they told me to chage the password for my wifi and install anti-virus on my devices and told me to contact them once i am over the 1024GB datacap limit so that they investigate the spike in data usage. i don't understand why should i wait till i get over my data cap to report it so that comcast can investigate it. And one more thing is comcast says the data usage may not include the last 24 hours usage data. But i saw my data usage chage in the online account 3 times today : afternoon i saw some 279 GB left in my cap, 5 hours later 77 GB left, another hour later 11GB left, couple of hours later i am over the data cap by 77GB. This clearly seems very very unusual. My data usage went from 730GB on 12/30/2019 afternoon to 1190 GB 12/31/2019 11:59 PM. 460GB data usage in 1.5 days is unheard of for me in last 10 years atleast.

 

@ComcastTeds  can you please help me.

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New Poster

Re: Overcharges of 1tb

Good to know that other people are having the same issue.  What I can't understand is how Comcast doesn't address this issue if multiple people have the same issue.  You would think they would assign someone to the forum issue to research it and investigate what's going on.  Every time I call to find out what the issue is, I get passed around.  On Tuesday I called again and  CSA (Customer Security Assurance) referred me to tech support.  Tech support sent a tech out.  The tech said my signal is good and to go a store and talk to them there.  I mentioned to CSA, tech support and the tech that there is a thread on the Comcast forums where other people are having the same issue and each one of them said we've never heard of this issue.  Maybe they should have an internal bulletin board for sharing major issues so their people are knowledgeable on the current issues.  This is a "megathread" and you would think there would be more awareness of the issue.  Tonight I am going to turn off/unplug all streaming devices, screen shot my netgear meter the comcast meter when I wake up screen shot the differences again.  If it's anything like the other night, netgear showed 2GB and xfinity showed 25GB.  I reset my network, change all passwords, only allowed known devices, and still high usage.  I wasn't even home on the 30th when my data showed I used 20GB in 6 hours time.  How does xfinity explain all this?

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Regular Contributor

Re: Overcharges of 1tb

Xfinity says their meter may not show data used within the last 24 hours, so over-night tests or even tests of a single day aren’t very meaningful.  (Since you don’t know if the data counted occurred during the test period or before it.)  Unfortunately, you need longer test periods if you are only using their meter.

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Silver Problem Solver

Re: Overcharges of 1tb

I went over 900 in December; I'm petty sure it was Amazon Prime movies that did it.  I am going to cut back on streaming this month and see if it goes down.


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New Poster

Re: Overcharges of 1tb

I went over once again, I truely do not understand what else I can do. Watching video in 240p, removing devices all together from the network, and monitoring my traffic. The modem only used 990gb reported but the usage meter states 1195 GB. I am beginning to feel deciet in your practices. Again, I had no issues prior to October for two years.

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Frequent Visitor

Re: Overcharges of 1tb

What is being done? Obviously this is not unique anymore as this thread has exploded in the past week with more and more cases.  I used 10gb yesterday after trying to restrict our usage. I turned the resolutions down on our screens and I am not seeing any slow down.   I looked over the gateway access to make sure there wasn't anything nefarious and found nothing syphening my data.  These caps need to go. I didn't cut my chord, I still have cable, and yet I feel like I'm being gouged.  I spend 240 dollars a month, these caps need to be removed.