Community Forum

Unusually high data usage megathread

Highlighted
Frequent Visitor

Re: Internet usage

I am having the same issue here in Denver.  All of my devices go through my router which indicated I had about 300GB of data.  Comast is reporting I was over 800 GB.  So where is the difference?  

 

I will call in as well because it seems like Comcast is over metering folks. 

 

Mark

Highlighted
New Poster

Re: Internet usage

Please read the Best Answer in this thread to report issue to Comcast.

 

Also, here's a related article:

https://arstechnica.com/information-technology/2019/10/comcast-incorrectly-charged-2000-customers-fo...

Highlighted
New Poster

Re: Overcharges of 1tb

@ComcastTeds 

Can you please help me, I have been fustrated for weeks with no customer service agent able to help. Everythime I call saying it is impossible for me to use that much data in one month an agent says i must have and that netflix and HD movies consume a lot of data. Well i can assure you watching HD movie son netflic, facebook, and browsing the web could never comsume 1078 GB of data in 31 days/month of November.

I believe my 1 courtesy overage should be given back as I know i could never use that much data. My next option is to cancel my plan with xfinity and go back to atnt and report xfinity of the better buisness bureau.

and to top it all off xfinity has raised the fees on there sevice starting january.

Highlighted
Regular Visitor

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

Following the unexplained increase of monthly data usage of more than 40% in the period from Sept thru Nov, I tried to reduce the data usage in Dec by turning off the WIFI on our four cell phones as well as turning off the HD on Netflix, but those attempts did not stop Comcast from accelerating their meter an additional 20% from Nov to 1,360 GB in Dec, and that is an increase of 77% from August. It seems that Comcast do not care or listen to the complaints of their customers, because their priority is money. I have called Comcast customer service a couple of times recently, and I wished I did not call them. I was put hold for at least 20 minutes and then heard the voice of inexperienced employees from overseas repeating what they were taught to say just like what the voice machines do. I called AT&T today and get a reasonable offer that includes UNLIMITED data, although with slower speed of downloading, for nearly half what I have been paying to Comcast not to count the recent extra fees for the data used beyond one terabyte. After being a loyal customer to Comcast for eight years, I finally decided to break my loyalty and become disloyal and encourage my friends and relatives to leave Comcast. I will take Comcast equipment to their nearby store next week to end their low-quality service as soon as the technician from AT&T finishes from installing their equipment in my home.

Highlighted
New Poster

Unlimited price <Edited>

1T limit. Understand reasoning on limit but <Edited> those who own their own equipment.
Comcast will charge $15 for xFi modem rental and only $10 for unlimited. But if you own your own equipment it will be $50.
<Edited>

Highlighted
New Poster

Re: Overcharges of 1tb

Hi,

 

Here is my case.

 

My data usage has been always below the cap. Now in December we were home more often and as such I was not so surprised when I got an email that my data cap will be hit soon. However, I was still suspicious because 1TB is A LOT of data.

 

Here is the data usage my Google Wifi mesh network shows me:

 

Screenshot_20200101-025344.png

 

 

 

 

As you can see, this is far from 1 TB. So I was a bit baffled. 

 

I disconnected all my Nest cameras and we reduced streaming services to a minimum. No uploading of backups etc. I can look at the data usage of each device. Now is Jan 2 and Comcast reports a usage of already 37 GB. My Google Wifi says 2.1 GB. Which makes a lot more sense.

 

I know you claim to be audited etc. That's however no proof of being correct. For sure I don't have time to fight with you. My contract is up for renewal in August. So if I really have to pay the surcharge, I will probably just cancel and switch to another, albeit slower, option.

 

Can you please PM me. 

 

Edit: I can't seem to be able to include my screenshot. Maybe you have to approve it. It shows 390 GB of data usage (up and down) in Dec inside the Google Wifi App.

 

Thank you.

Highlighted
New Poster

Data usage meter

I have the same issue of Comcast claiming I am using about 10 times more data than I am. I made a log of every time we use the internet for a period of 10 days. (A lot of work!). Where we estimate using 5 Gigs a day, rounding up, they say we use 68 Gigs. When we estimate we used 15 Gigs, they say we used a whopping 180 Gigs. One day when we were out of town, they said we used 35 Gigs. Since we got the new router/modem 3 months ago, we have gone over 1T all 3 months. Everyone having this issue needs to contact their attorney General for their state! I did by filling out the online complaint form and the associate attorney general called me the same day! They are very interested in this issue. Here’s the link for Minnesota: ag.state.mn.us
Highlighted
New Poster

Re: Unusually high data usage megathread

I just became a customer a couple months ago and had medicomm for 13 years prior to this and never exceeded 999 GB (their cap) in 13 years, I have since exceeded my data cap two months in a row....my first two months as a customer.

 

Also, my router is capable of dispalying every service, every client and every application running on every client and give a daily, weekly or montly report about data usage.  This month I have been streaming a lot for me, their bandwidth monitor is report 10 GB over what I'm actually using, the graphs from my router are below.  Even with this evidence they do or say nothing.  I guess I'll try calling them again tomorrow.

January 2 2020.pngJanuary 1 2020.png

Highlighted
New Poster

Actual data usage and reported usage vastly different.

I know this is posted a lot, but I have some data from my router that shows daily bandwith usage and also the reported usage from Xfinity.  Can someone explain this to me?  My router shows EVERYTHING....every client, every service, every app on every client and their usage...everything.  These two days show around 49 Gbps, but Xfinity is showing 58 Gbps....why?

 

Gallery of photos below

 
Highlighted
Frequent Visitor

Re: Unusually high data usage megathread

We have the same problem. Data spike started in September 2019 and has continued every month since then pushing us over the data cap. Haven’t changed anything on our end. Xfinity increased our download speed from 400 to 500mbs but that shouldn’t double our usage. Something is very wrong with their third party meter reading company.
I’m a long time Comcast customer and I’m about ready to switch. All I get from Comcast is -restart your modem and change your password-or upgrade to biz plan for an additional $50!?! No thank you. Beyond frustrated.
Highlighted
Frequent Visitor

Data spike starting mid September

We have been experiencing a data spike since September just like many other customers. We have not changed anything on our end. Highest usage point ever was around 750. September just under the 1tb mark. October and nov went over and December was over 1300. And this is with all cell phone WiFi with paused via the XFi app or turned off on the phones for the month of December. Devices still register data usage while paused.
I’m so frustrated. I’m going to get hit with overage charges for data that I’m not really using. Fix your meter reader problem please.
Highlighted
Silver Problem Solver

Re: Data spike starting mid September


@Proveit wrote:
We have been experiencing a data spike since September just like many other customers. We have not changed anything on our end. Highest usage point ever was around 750. September just under the 1tb mark. October and nov went over and December was over 1300. And this is with all cell phone WiFi with paused via the XFi app or turned off on the phones for the month of December. Devices still register data usage while paused.
I’m so frustrated. I’m going to get hit with overage charges for data that I’m not really using. Fix your meter reader problem please.

I am using a lot of data waching Amazon Live.


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!
Highlighted
Official Employee

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


@reddyvbad wrote:

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


Apologies for the delay in responding.  Actual data usage is not real-time and may be delayed up to 24 hours.

In looking at your account  I can see zero usage 12/26 through 1/1.  

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.)


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: Unusually high data usage megathread


@Jar101038 wrote:

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??


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 in November anbd December is just over 1 TB.  If it helps, t track this down, there was a spike of usage around the middle of December (the 13th through the 17th).  

 

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.)


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: Crazy high usage


@dshank33418 wrote:

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.


Thanks for providing this update.

Looks like you made it through December under 1 TB (as well as July through November). 

You are welcome and thanks for being a Comcast customer.  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

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 but that hasn't happened and I've been getting endless overage messages. How do I fix this?


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.

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.)

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

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


@QuinnFamily wrote:

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


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.

There are some spikes of data usage (above 100 GB/day) in December (the 6th through the 11th and again on the 25th) if that helps you to track this down. The metering system is delayed by up to 24 hours.

It's still early but January data to date is only 24 gb and more typical with your earlier patterns.  

 

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.)

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: Unusually high data usage megathread


@Paddymaellaro wrote:

Comcast, just issued me a warning for going over 1terabyee, and your meter is absolutely broken, i checked alltheindividuall 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 for1tbb 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 faultcomcastt?


Apologies for the delay in responding.  I wasn't able to locate your account information using the  email address that you registered with in this forum.

I will reach out via PM (Private Message) or you can send me a PM  with some account information (that can be account number, name, address, or phone number on your account) and I can look into this further.  


Apologies for the issues and the experience that you described above and thanks for your patience. 

 

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.

 

 

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 dataplanxfinityy.com.

 

For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage:
httpss:/wwwwxfinityy.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 likeUbiquitiiuNiFii, 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:/wwwwnetforecastt.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:
httpss:/wwwwnetforecastt.comcomcasttinternett-usage-accuracy-reports/


- The metering system is delayed by up to 24 hours. "I watched my meter and it went up by100GBB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the meteringtimeframee 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 intoNetflixx 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’tt mean itisn’tt being used.


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

 


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Re: Unusually high data usage megathread


@TRMNTR2000 wrote:

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.


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.

I can confirm that there are high data use days on your account in December (above 80 gb/day on 12/1, 12/17 and 12/28).   Please know that the metering system is delayed by up to 24 hours.

 

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 Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Re: Unusually high data usage megathread


@greyskygirl wrote:
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.

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 in November and December did exceed 1 TB.  There was a high usage on 11/16 at 120 gb. December high usage days were 12/7 (70 gb) and 12/8 (90 gb) if that helps you to track this down.

January usage to date is showing at only 8 gb.  Please note that the metering system is delayed by up to 24 hours. 

 

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.)

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Official Employee

Re: Unusually high data usage megathread


@hqduong wrote:
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?

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

 

It appears that our team attempted a few times in early December to reach you directly at the phone number listed on your account. I will send you a PM (Private Message) to see if there might be a better number for our team to reach you. Thanks for your patience.    


There were several days in December that were over 90 gb/day including 12/3, 12/5, 12/8, 12/11, 12/13,  12/15 and 12/16 if that helps you to track this down . A reminder that the metering system is delayed by up to 24 hours.

January to date shows about 47 gb so far.   

 

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.)

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
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Re: Unusually high data usage megathread


@WebScorpion wrote:

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. 😞


Apologies for the delay in responding. I wasn't able to locate your account information using the email address that you registered with in this forum.

I will reach out via PM (Private Message) or you can send me a PM with some account information (that can be account number, name, address, or phone number on your account) and I can look into this further.  Thanks for your patience. 


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Re: Data Usage


@captanbly23 wrote:

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!


Apologies for the issues and the experience that you described above. Apologies also for the delay in responding.

As you have read "all of the complaints" in this thread, you may have seen numerous responses from me here.    

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 has been fairly consistent from July through December -  a range of 864 gb to 1123 gb over this time period;  this is an average of 997 gb/month. 

No single day in November, December or January (to date) has exceeded 50 gb/day . It's pretty consistent daily usage (no spikes).

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.)

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Unusually high data usage megathread


@naprocks00 wrote:

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?


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


Yes, the monthly data usage on your account over the past three months has exceeded 1 TB/month (October 1089 gb, November 1013 gb and December at 1715 gb). There were some days in November and December that exceeded 120 gb/day (11/11, 11/20, 11/30, 12/13, 12/20, 12/26 and 12/27. 12/26 was over 300 gb and 12/27 was over 500 gb) if that helps you to track this down.  

 

Looks like your account is pending a disconnect. Sorry to lose you as a customer. 

 

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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Re: How do i manage my internet data usage?


@Tricia3 wrote:
Home internet

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 is at or close to 1 TB a month (August through December so far is well below 1 TB.  January to date shows about 96 gb so far.  

 

Some high usage (above 110 gb) on the following days: 11/2, 12/14, and 12/26 (over 160 gb on 12/26).   A reminder that the metering system is delayed by up to 24 hours. 

 

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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Re: High data spikes


@Kuykendr wrote:
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.

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.

Novembrer data usage was 1402 gb, December was 1205 gb. January to date is already at 150gb. 

 

Some days with high usage (more than 140 gb/day) are: 11/25, 11/26, 11/27 and 12/23 if that helps you to track some of this down. A reminder that the metering system is delayed by up to 24 hours
 

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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Re: Unusually high data usage megathread

I finally decided I had enough of this runaround and switched to AT&T.  Dozens of people just on this forum having the same issue - usage increasing 25-100% with no apparent change in devices or patterns - yet the only response is a cut and paste putting the onus back on us and to take Comcast's word that their meters are accurate.  The $50 credit covered one month of overage so that is a drop in the bucket from what the company will make on future overages or upgrades to unlimited.  

 

The types of households that could exceed the 1TB according to Comcast's own website do not jive at all with the folks that are hitting overages.  Some folks in this thread have been told they have had single day usages of 500GB to 1TB.  One day!!  That should be just about impossible if you go by what 1TB should entail per the website.  I told the AT&T tech about our overages and he just laughed and said that's an enormous amount of data.

 

I have long heard horror stories about the Comcast customer experience but foolishly switched when I moved back in 2018.  Shame on me.  Trying the deal with the "customer service" folks was an exercise in futility.  The account rep that was supposed to contact me after I posted here left a voicemail on my wife's phone claiming he'd been trying to reach her and saying he was closing the ticket.  I called him back the next day and left a message.  Never heard back.  I posted here and Comcast Ted passed that along to him.  Still never heard anything.  Comcast Ted - I give you credit for monitoring this and attempting to help people.  But something is up and people want an explanation besides posting links to how to cut back on usage.  A better explanation is needed for why all of these people have sudden huge spikes in usage and how their usage patterns can possibly fit the stated parameters to hit 1TB .  Because it sure seems there is no desire to truly explain what is happening.

 

My new plan is cheaper with unlimited data and speeds showing over 900mbs up and down.  And I'll have peace of mind and won't have to worry about this garbage.  Best of luck to everyone else trying to figure out what is going on.  

 

 

 

Highlighted
Official Employee

Re: Internet usage


@leoger wrote:

Please read the Best Answer in this thread to report issue to Comcast.

 

Also, here's a related article:

https://arstechnica.com/information-technology/2019/10/comcast-incorrectly-charged-2000-customers-fo...


To clarify - in regards to the above linked article, that initial issue was a confirmed and acknowledged event in the Fall of 2019 that was identified, corrected and resolved. It was acknowledged in this thread in October.  That specific issue impacted a very small number of our customers (less than 2,000) .

Once it was raised here (and in other places), the right teams investigated, we owned that issue, we apologized publicly and then we worked with impacted customers directly to make it right. 

 

From the Fall issue: "While updating our data usage meter to a new system, a software error occurred resulting in a small number of our customers being billed incorrectly. We're very sorry for inconveniencing our customers and here's what we're doing to address it: We fixed the technical issue, we're proactively crediting the accounts affected, and we're giving those customers an additional $50 credit to make it right".


Our teams have investigated subsequent individual issues posted here and have not seen a common thread or pattern. If they do, we will own it and work to make it right - as we have done in the past. 

 

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.


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Re: Unusually High Data Usage --


@Vando22 wrote:

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.  


Apologies for the delay in responding.  I wasn't able to locate your account information using the  email address that you registered with in this forum.

I will reach out via PM (Private Message) or you can send me a PM  with some account information (that can be account number, name, address, or phone number on your account) and I can look into this further.  


Apologies for the issues and the experience that you described above and thanks for your patience. 

 

 


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Official Employee

Re: Unusually high usage.


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

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.

Deceember's data usage at 1330 gb was certainly much higher than in previous months. There was significant usage on 12/24 (130 gb) and 12/25 (310 gb) that are out of your usual pattern.
The rest of December was under 60 gb/day. 

Another high usage day was 11/2 (over 200 gb). A reminder that the metering system is delayed by up to 24 hours.

 

January to date shows about 45 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 Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Re: Data Usage


@mremtff wrote:

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.


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?

 

Below is our position on an open Internet: 

https://corporate.comcast.com/openinternet/open-net-neutrality

https://corporate.comcast.com/stories/comcast-remains-committed-to-an-open-internet

 

Broadband Disclosures: https://www.xfinity.com/policies/internet-broadband-disclosures

 

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.

November and December were both just over 1 TB of data.  

Some high usage days (over 90 gb)  include 11/2, 11/10, 11/14 , and 12/11 (160 gb).  January usage to date is at 13 gb.  A reminder that the metering system is delayed by up to 24 hours.

 

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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Highlighted
Frequent Visitor

Re: Data Usage

The massive activity in this thread speaks to everyone that is is not an isolated occurance but a growing widespread event.  Either metering is faulty or technology is starting to push the boundaries of the cap.  If my daughter watches a movie on Disney plus on our 4k television for 2 hours that could use ane excess of 12gb alone in one viewing.  People upgrading their equipment to enjoy 4k viewing are now forced to not even use this option in order to fall below the cap.  This cap restriction is now taking away peoples ability to enjoy the hardware they purchase.  In the near future there will 8k viewing that will greatly increase the amount of data consumed as well.  I believe if you are paying for both internet AND cable you should not be restricted with data comsumption.  If I were to updgrade to the unlimited option that will push my bill to almost $300!!!! I feel people are being taking advantage of in this sense.  There should not be a 3rd party company doing the metering that is of corporations choosing if this is the case.  A state/federal agency handling weights and measures needs to certify the legality of this metering just like gas pumps and grocery store scales.  

Highlighted
Frequent Visitor

Re: Data Usage

I'm glad this thread exists, as I am definitely getting frustrated with the data monitoring and incorrect reporting.

I have begun to see what many others are experiencing with Comcast reporting much higher data usage than what we are using. Now I won't put my head in the sand and say we don't use alot, but seeing i've been with Comcast for five years, and last Month is the first time we exceeded the data cap is suspicious.  We've come close quite a few times, but I consistently monitor our data. 

 

Heck, our kids were off this summer laying around watching TV and streaming YT and Netflix, and never got above 600GB. But yet in the past few months with them back in school and normal viewing schedule, we are getting closer and closer to hitting our cap.

 

Just starting this year, we are 4 days in and already at 250GB, even though the WAN port reporting on my router shows roughtly 180GB.  We did go above a bit and downloaded some steam games, but even then, 70GB being reporting higher by Comcast is concerning.

 

As I read through this thread, I can see this is not a single isolated issue as once reported back when the metering changed. It sounds suspiciously like bandwidth is increasing as more individuals "cut the cord".  Or the issue that was found a while back is much larger and Comcast needs to take a huge look into it.

 

I'm holding my breath to see how this works out, as ATT is rolling out Fiber in my area. For the same price I can get 1000/1000 with no data caps.  Comcast either needs to fix the issue, raise the data cap or suffer losing more and more customers.

Highlighted
New Poster

Re: Data Usage

So with this bandwidth issue being something many people are experiencing, is anyone else getting these types of erorrs on their modems?  This seems unsual to me, but I'm not sure how to read these codes.  Could this be contributing to the bandwidth spikes?  Could it be that the system is constantly trying to resove these errors and is using up bandwidth in doing so?  I'm still within my 30 days to cancel with no charge, and I'm going to cancel before the 30 days are over if this bandswidth issue is not resolved.

 

 

netgear issuesnetgear issues

 

 

Highlighted
New Poster

Xfinity Insanely high data usage

How in the world can we use 100 gb of data overnight while sleeping? I'm so frustrated. We are 3 days into a new month and our data is being eaten up at warp speed. We are two 60 year old people who only watch TV. We don't do gaming, download photos or music. What in the world us going on!? This is so ridiculous. We are actively searching for a new internet provider.
Highlighted
Frequent Visitor

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

Part of your reply, in quotes below, is highly inaccurate and misleading. There most certainly is a trend and consistency indicating a metering issue. Xfinity even has an open ticket from October 2nd looking into this. For many people it started in September 2019. People keep calling in and complaining with no result and then only a small portion end up here on the forum. The numbers affected are much larger and the issue is the same: Data Spike starting in September and continuing to this day. This seems to correspond to the speed increase initiated by Xfinity mid-September. Obviously correlation doesn’t always mean causation so a data metering issue is a possible problem.
“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.”
Highlighted
Frequent Visitor

Re: Data spike starting mid September

We do as well, along with Netflix, but we didn’t start binge watching shows 24/7 in September.
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Contributor

Re: Xfinity Insanely high data usage

IfZU have modem with  Wireless/Wi-Fi, make sure there is assigned a password to log in.  If not anyone can use your connection.

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New Poster

Re: Xfinity Insanely high data usage

I need help simply understanding what is counted. For example, I have multiple ways to access Netflix - are they all counted the same?

 

Netflix via device (iPad, phone, etc)

Netflix via app on TV

Netflix via app within Xfinity 

 

Used 177GB already in January, so I have to figure out something to minimize usage (the kids going back to school will help) - this is 1,371 GB pace assuming reporting is a day behind.

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Contributor

Re: Xfinity Insanely high data usage

@JBJohnBender 

 

Got a junk PC or an old laptop?  Run everything through a firewall like this one.  https://www.pfsense.org/  Then you can see your bandwidth and devices in real time.  You can also throttle use per device if you want to.

 

In the mean time, check your cable modem settings.  Change the default admin password, disable ICMP, disable remote access, make sure the firewall is on, disable insecure bonehead  features like Netgear's "readyshare", etc.  Check for firmware updates/exploits on your gear (several came out lately).

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Regular Contributor

Re: Xfinity Insanely high data usage

JBJohnBender,

 

As far as I know, all Netflix is over the internet so it all counts.  It wouldn’t surprise me though if the methods you list use data at different rates because each device/app may come to a different conclusion as to what resolution should be streamed.  Also, people often mess up with Netflix by turning off a TV and walking away but the app/device they’re running just keeps on streaming. 

 

Here’s a Netflix page on selecting data rates:

 

https://help.netflix.com/en/node/87

 

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Regular Visitor

Re: Overcharges of 1tb

@ComcastTeds 

In the last 12 months i was over 1 tb limit 2 times. In those 2 months my kids were home as they have holidays and parents were visting us so we are watching something on the tv most of time. other than that we 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 vacation. 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. My xfinity account shows i have data overage of 166 GB. My google wifi app shows i used 681 GB and my xfinity account shows i used 1190 GB for the period Dec 1-31st. So i don't know what to do. can you please help.

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New Poster

Re: Unusually high data usage megathread

I'm having the same concerns.  My data usage for December was three times higher than previous months, with no changes.  I checked and only my devices are online.  I turned off my two amazon fire sticks, turned off my printer, put my computer to sleep (I checked its usage and it was minimal) and I'm not at home and I'm still using 3 gb in an hour!

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New Poster

Re: Data Usage

I guess I'll never get an answer to why after paying for the $50 dollar markup for unlimited data, we are still being harassed for being over the cap. It's not even related to this thread, but your own people lumped me in here to be forgotten.

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New Poster

Extremly High Data Usage

is it possible for a NON 4k tv to use 980 something gigs of data in a 24hr period?
this seems extremely high to me and extremely unlikely 

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Silver Problem Solver

Re: Extremly High Data Usage


@ur_av_kidd wrote:

is it possible for a NON 4k tv to use 980 something gigs of data in a 24hr period?
this seems extremely high to me and extremely unlikely 


Data usage is not dependent on a TV; it is the amount of data used with the Internet connection.

I watched JacK Ryan last month with Amazon Prine and almost went over the 1TB cap.


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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New Poster

Extremely high data usage

My xFi app shows extremely high data usage for every hour for the past several days. But when I look at the data usage on individual devices, the usage is very low. Something is not matching up. I want to find out what is causing the high usage numbers.
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New Poster

WiFi overlimit

Why would my WiFi usage go from an average of 150 GB to all of the sudden over 1 TB. I've added an x-box but it replaced a PS4. I have added a WiFi extender, could it be using that much data? I have looked and don't see anything not recognized as one of our devices. Thanks for any help.

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New Poster

Re: Unusually high data usage megathread

To start with, I’d like to mention that I am a network engineer, so I have some idea what I’m talking about. With that said, I’d like some help with unusual data usage that is suddenly putting me over the data cap. Nothing has changed on my network and it’s locked down. I analyzed the LAN with Wireshark and see no unusual conversations to/from my local network. As it stands right now, I’m seeing 50GB of data per day using your data meter. This is impossible and cannot be accurate.
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Expert

Re: Extremly High Data Usage


@RobertWy wrote: 

Data usage is not dependent on a TV; it is the amount of data used with the Internet connection.

I watched JacK Ryan last month with Amazon Prine and almost went over the 1TB cap.


Perhaps you were close to the cap to begin with ?



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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