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Unusually high data usage megathread

Frequent Visitor

Re: Data usage has increased for NO reason

I was wondering if I use wifi instead of ethernet connection to both TVs. I have Orbi mesh network so the wifi speed is pretty good throughout the house. Will using wifi reduce my data usage (perhaps a stupid question)?

Frequent Visitor

Re: Data usage has increased for NO reason

No it will not.
Frequent Visitor

Re: Unusually high data usage megathread

@AndyTex 

The resolution that you decide to stream will reduce your data usage.

 

The device you use for streaming will not reduce your data usage.

 

New Poster

Re: Unusually high data usage megathread

This happened to me. I have been dealing this on a daily basis for the last three months. I AM HACKED AND MAYBE YOU HAVE BEEN AS WELL. I live in a small apartment complex that is well hidden and isnt managed like your typics corporate apartment housing. Dont get me wrong, I love this place and the management is great, but they arent onsite, so they dont necessarily experience or deal with the same stuff the residents do.  We have about 30 units. about 4 months ago, I saw my data usage and it showed that in May I used about 600GB of data!!!! I  am not even a gamer! I use wifi on my phone. I am one of those that streams tv, and am on my phone mostly, with the occasional checking emails on a laptop or computer. No heavy workload at home as I have an office. I showed 600GB. Thats when I knew something was up. The spike was so out of place in the graph.  I started investigating why and trying to get comcasts help by explaining the things I uncovered along the way.... but the inept service organization and  Long story short, I was right. My building is hacked. Its a group of hackers, some are on the inside of comcast and other companies like Microsoft. I really doubt their employers know nor would they approve, obviously they are rogue and abusing their privilege. They installed two business modems jacked in to the main line in from comcast, spliced it, and fed into two Arris TMO8 modems that fed into telephone panel. When I called comcast, the CSR said the only business account here was onsite leasing, which they took offsite, and it was one land line that was forwarded to a cell phone. PRetty basic. I asked him so why are there two broadband business modems, with 6 cat 5 wires, and those 6 plugged specifically into certain units - mine being one of them. I do not have a land line nor do I use DSL... There is ABSOLUTELY NO REASON why there should be two modems. who uses landlines excepty your grandmother??  it didnt even need that one business modem. Anyway, his reponse was that he cant do anything about it because he doesnt work on business accounts. I said well why did you come out here then?? Also, the guy that came out was the exact same guy that I spoke to when I called in like 4 days prior. I said why are the cables cut and jacked into the phone in such a shoddy amateur way? and WHY WHY WHY are there two if there is only one phone line. He finally said "i looked and it shows that one of them is supposed to be DISABLED but there is alot of activity on it" I said that doesnt strike you as suspiciously odd and criminal? I told him I have been noticing a broadband signal here that usually isnt, its hidden. But every once in a while it reveals it self to mess with me online. Well... im not scared of keyboard cowboys. I will just say this, for nearly two months I did not realize I had someone remoting into my computer and accessing all my data, stealing it, My identity is offically reported stolen and on life lock. Ive closed two bank accounts. I have reformatted every computer and device in my possession from home to work, and he is still there. Why? because of the two modems in the maintenance room, plugged into the telephone panel. At first it didnt make sense to me why the old telephone panel when we all use cellphones. Then I went to go buy a new router, and it had antennae and it just clicked that he is using the buildings thephone copper wiring as a giant antenna, and one of them is plugged into my units line.  The comcast guy says you shouldnt worry about it, youre not paying for it. Its not on your account! BUT how did he know it was or wasnt? Anyway, Ive just been calling them and doumenting everything, doing my due diligence. showing I brought it to everyones attention. when I walk into the investigaors office, I will have done most of the heavy lifting for him. im not getting paid, im not even appreciated by most. but this was all still worth it and it will be so freaking great when they shut those modems down and hopefully able to catch who is associated with it. But here we are 3 months later, Ive lost a lot, but Ive learned a lot too. I learned so much about the technology that exists today and strategies that hackers take.  I put in extra hours all week basicallly only sleeping when I cant keep my eyes open. ITS SO STRESSFUL and EXHAUSTING. But yea, you guys are still fairly young. Im a 40 year old man that has his own company and just became President and CEO of a non profit homeless reource center for young adults between  18- 24.  dont know why i didint see more as but I dornve head that they are tyring toto now wieht thenw banking is place. My suggestion: pay attention to detail, when I caught my hacker i just started to desroy all the thigs I could software wise so it became inoperable and he had to rebuild it. i lived for four  months with him in everything, including my phones, and if you dont think apple Is hackable, think again, its out there, many of you will just never come across it. Most people dont even know theyve been hacked. So why was my data so High if im a light to moderate user? well ive come to learn He reselling some of it, and he also turns your computer into a server while youre asleep and a lot of random people you dont know are now granted permission by someone who has no authrity. Dig deeper if you know something isnt right! My IT guys who was a friend Jason Lecompte at Jamaju IT turned his back on me without even looking at my networkt that he built.  IF he did, maybe I wouldnt have suffered such a hard blow.  People will call your crazy but you maybe talking about things they dont understand. When I told people I was hacked, and nobody believed me until just very recently when I had the second comcast guy come out truly me out, look at my documentaion, go and see the Modems in the maintenace room, he and his supervisor both advised me to call the FBI. Because at the end of the day Comcast leadership do not care about cybersecurity. ITs not smart business for them. IT costs them a lot of resources to go after hackers. They just want to be the hightway, but not the police. Statistics show that cybercrime is the fastest growing segment of crime today. and that my industry the healthcare industry is seeing growth by at least 20 percent each year. WHY? because its easy and very hard for them to get caught. 43 percent of all businesses in America get hacked. That is almost every other business with losses in the hundreds of billions, they just dont talk about it or they wont tell you. Protect your stuff. It is scary thinking about what they can do your Identity on the dark web.... I know that mine has been sold and now there is some weird connection with Ukraians, Nextiva VOIP phone company, and these hackers. I just have this weird feeling because of how its all going. This VOIP phone company, with these ukranians are very well mannered, knowledgeable and provide excellent customer tech support, some of the best customer experience, but some things are off... After I started talking about my hacking experiences with them and how telecommunications security is so important in my business, they assigned me one tech guy, same guy. he calls me nearly everyday to find out whats going on. Is he really interested or is he just handling me?  there was a lady at godaddy who I screamed at because my emails were being sabotaged again literally after a few minujtes of recovering them.  some of you still being intercepted and redirected after i paid like 300$, this godaddy rep who also does real este, she told me she expeienced the same thing. EXCEPT THEY WERE RUSSIAN! NK!  anyway, i have to go to FBI I dont want to. But if I dont this, nobody will and they will just continue to get away with it and no one will know the truth. Video, bit coins, serving, are  some of it, but they are dealing with big companies and big money so you know why I am so  just shocked and scared. Anyway enough Im just so tired. Living with no privacy and just and FYI know that he is listening aright your head up. everyday for  3going on 4 months. IF you dont squash it early on, it will infiltrate everything. They can be everywhere and nowhere. and they are hard to catch.  Omg i almost dozed off and he has been editing some where i cant see ugggh ....All of this is real. protect yourself. find out exactly why your data is high, download wifi tools and Ip address tools from the app store and look around you. those signals are all around you, you just cant see them. gonna see if i can attache some ppics.    OH, and if you dont care about technology, you should start to and start paying attention. Sorry if this was too long, i just need people to know this could happen to you.  because everybody is talking about a jump in data but I have seen anyone ask if youve been hacked. peace!                                                                                                                                                                         

Frequent Visitor

Re: Unusually high data usage megathread

Wow! I don't have the patience or the skills you have. I am wondering if there is any software I can install to monitor my daily data usage. I am ready to throw in the towel and go with their unlimited plan. I don't have any other provider in the area that offeres gig internet other than Comcast.

Regular Contributor

Re: Unusually high data usage megathread

@AndyTex do you need 1 gig service?  So far, I've only seen you mention TVs, so you might consider slower internet plus unlimited for a price similar to what you're paying now.  (Netflix says they need about 5Mbps for HD video.)

 

As for software, it depends on what you have.  For example, as far as I know, Windows 10 keeps track of its data quite well (settings/network and internet/data usage).  Many other OS's have similar data tracking.  Of course, this is per device.  For the whole home, your best bet is probably the kind of stuff that @flatlander3 mentioned. 

 

There's also the process of elimination.  Personally, I wouldn't sign up to pay for unlimited before I had determined the cause.  It would be a shame to pay money because someone hacked into your cameras or your thermostat or doorbell has a bug, or a PC has malware etc.

New Poster

Re: Unusually high data usage megathread

Our household experiencing same "high data" useage issue withought any change in our habits, infact the TV is off more than it was months ago.  Xfinity had to have made a change.

New Poster

Re: Unusually high data usage megathread

So did you ever get a solution?  I'm having the same issue.  UGH.  Multiple phone calls and chat with no solution.  I have 600gb from March to July.  NO changes except that my husband actually started working at the office 3 days a week and not at home.  And we were gone 8 days out of the month of August, yet we used 1700 gb.  September, same story.  I'm so frustrated.  They just want me to upgrade to unlimited for my "peace of mind".  Makes my internet bill $80 a month.  That is not piece of mind for me.  I have my own modem, no gaming, 2 fire sticks, 3 tablets, 2 computers and a sonos music system.  

New Poster

Re: Data usage has increased for NO reason

Yep same issue for me and several people in surrounding neighborhoods are having the same problem.  Very frustrating as there is no other option in our area.

New Poster

Who do I have to contact for security issues?

I’ve tried to address my concerns with excessive data being used even though my PC has been not working for months. I’ve never used 150GB at times 200GB in a month ever. Like who is using all that data and doing what? Is this why my PC isn’t working? I tried to ask an agent at the xfinity store in Corvallis, Oregon... his name was Jaime, he was no help whatsoever. Instead of sounding concerned and willing to try to get to the bottom of it he began telling me that I was the problem and that I had to be smarter about my internet usage. What’s wrong with that picture... I am a customer with a problem with one of your services, it’s clear to me I can’t fix the problem, why didn’t he have a solution for me?
New Poster

Spike in data use

We have not changed anything in our behavior or use from July to August to September but our data use has gone way up.... seems like something has changed on your end

Frequent Visitor

Re: Unusually high data usage megathread

We don't "need" gigabit speed. We used to Uverse 450 (AT &T 45MB). I t was pretty expensive. So we decided to switch the carrier and strictly went to streaming. Paying Comcast for this service is still cheaper than the old arrangement. We have two TVs, 3 Phones (Verizon) and two tablets. We do use WIFI for phones and tablets when home. So its a mystery of excessive data never to be solved.

New Poster

Hi Data Usage and No Help From Comcast Xfinity

I have been complainting for months about this issue and they do nothing but hang upon you, rude and say you are the problem. Its just two people in our household and I don't watch that much streeming. Comcast claim its because of COVID-19 and people now working from home, but I've always worked from home so nothing has changed in our home and they refused to believe. Today I made 4 calls and 1 chat. 3 of the reps hung up on me and the last rep told me to run malware on my devices and change my password and that will make the diffreence. I refus/ to believe this.  I have had comcast for 3 years and never an outage until the past 4 months. Now every month we are over. This is a Comcast issue and they refuse to address it head on.  I made a complaint to BBB and the next day got a call and they just pasified me on this and promised some one would come out. But its COVID and I dont expect that. Anyway no one came, just a call telling me to run malware, change paswords, etc. Nothing viable. My sister said Comcast told her to get the unlimited package or she would have problems.  Our options are to pay the extra and get unlimited or continue to be over and get charged or move to another carrier. I'm exhausted wasting time talking to these people. I'm considering moving back to AT&T.😭

New Poster

Re: Hi Data Usage and No Help From Comcast Xfinity

I want Comcast to bring back the unlimited data now!!!!  With everyone at home now, they should bring that back like they did when COVID first hit.  It amazes me how they can't supply this to everyone.

Frequent Visitor

Re: Hi Data Usage and No Help From Comcast Xfinity

I'm baaaaaaccccckkkkk! Comcast banned me from this forum for 1 month due to my urging for everyone to file a complaint like I did to get results since customer service is an absolute joke and not helping anyone. It doesn't look like much has changed. When I was banned there were 16 pages worth of complaints and now I see 18 BUT there might be a solution!

 

Our data shot up a ton for July and for August, we came in just barely under the data limit of 1.2TB's of data, I think 5 or 10 GB's which we knew was impossible like everyone else and this is not something we want to deal with every month and shouldn't have to either. I didn't even have Wifi on my phone for most of the month of August because the data shot up in just a week and it was somehow more than July. So this time, I filed my complaint with the BBB since I wasn't getting anywhere with Comcast directly. I will say this, my complaint with the BBB was taken seriously and I was contacted from someone on Comcast's Security team also at the very end of August, a team I have never been directed to ever. 

 

While this rep said all the same things about possible issues as everyone else and I knew they weren't reasons for our data being so high, he was very nice. More imporatntly, he also changed my firewall settings, something I was not able to do on my own as he needed to direct me to a specific site and give me login credentials. I do not know if this is why our data for September is as it should be or if Comcast knows I'm not playing around anymore but here we are at the end of the month and our data is right at 800GB's for the month. We did not change any of our media habits and they better believe I'll be checking our usage every day, multiple times a day moving forward to make sure it stays this way.

 

It's also worth noting that Comast told the BBB that they went through a software upgrade in August and discovered at some point this month that there was a bug that affected select users and their data though they claim mine wasn't affected. I don't necessarily believe that because they have not made anything like this known to their customer base and considering all the complaints, very sketchy!

 

So to wrap it up, I would advise to do what you can to get connected specifically with someone on Comcast's Security team and have them send you credentials to set the firewall settings. This is the ONLY thing that has been changed in the last month and it took filing a complaint to get it done. Hopefully it stays this way for us and works for everyone else

New Poster

Re: Data usage has increased for NO reason

Same thing happened to me.  The intersting thing is that I use a nighthawk router, which also tracks my data usage, and it's showing I've used a fraction of what comcast is reporting.  Seems VERY scammy.  Support and their securities team is not help, as they just tell me it's my fault.  Reading everyone's comments on this forum, and looking at the data my router is reporting Directly to me, I beg to differ.  Outside of filing a complaint with the BBB, I also plan of contacting a lawyer if this continues.  I have all the data I need to easily get my overage fees back in a small claims court.  I've already spoken to a lawyer about this as well.

 

I really hope someone from Comcast sees this, and starts to take their customer service a bit more seriously.  

 

 

Contributor

Re: Hi Data Usage and No Help From Comcast Xfinity

@lassi505 

 

"More imporatntly, he also changed my firewall settings, something I was not able to do on my own as he needed to direct me to a specific site and give me login credentials"

 

This is of extreme interest to me, as I have been working it with another solution.  Can you be a bit more specific on this?

 

Were you directed to log into your gateway with a browser?  An internal network address like a 192.168.x.x IP address, or something external with an https://xxxxx.com address?  Also, can go back in and tell me what firewall settings you were directed to change?

 

Are you using Xfinity supplied gear, or your own?  I find it extremely odd if someone at Xfinity would be able to give you login credentials for customer owned gear.  Also odd if they could tell you what your password was for Xfinity owned gear.  At best, they should only be able to reset the password for you and provide a temporary one -- provided they have the ability to blank and default setup, and then reprovision Xfinity owned gear.  I don't know if they can do that or not from their end.

 

If there is something "upstream" from my gateway/modem with settings I can modify......well.....I need to know that, and specifically what that device or account setting is.

 

Thanks

New Poster

Re: Crazy high usage

What if we refuse to pay for data overage unless they can provide indisputable records proving over use?  It would seem a court would rule in our favor if we are required to pay for a service we did not receive.  What if we go to arbitration?  What if we find a firm to file a class action lawsuit?  I am having the same problem, told I am approaching my allowable data limit when I know I am not.  When asked for proof I get the run around and for whatever reason no proof is revealed.  The burden of proof is on them.  It's a scare tactic to get us to pay for more or unlimited data. 

Frequent Visitor

Re: Hi Data Usage and No Help From Comcast Xfinity

@flatlander3 

 

Exactly right, I was directed to log into the gateway via browser and the IP address was similar to the example you provided. I don't remember what the settings were except there were 3 options and I'm almost certain the options were Low, Mid, High and my settings were originally on Low and moved to the Mid. 

 

I'm using Xfinity equipment and if memory serves me right, they had my user name and a password that I had to change in order to get in.

 

That's literally all that has been changed. I know we're only at Oct. 4 but it's already looking exactly like it did last month which is the way it should be

Regular Visitor

Proof of Data Usage from Xfinity directly

Hello, 

I've had a tier 2 support ticket open for a month now. The person I was in touch with at 888-565-4329, and his unique 7 digit extension has yet to reach back out to me going on 3 weeks now. 

Xfinity says my husband and I (2 people) are using 1300+ GB of data a month. Using Xfinity's data calculations (2.2GB of 1hr streaming in 4K, about a GB for HD) - we dont have ANY 4K capable devices here - we still wouldnt surpass the 1200GB data cap, even if we watched 10hrs of netflix everyday of the week, along with our 8hr workdays - which in and of itself is kind of out there, considering Comcast is the ONLY ISP that holds their customers to a data cap. Our personal router (we don't use Comcast's) alerts us to new devices connected to the network, and in fact I've blocked new devices from coming on to our network without approval - so it's not that.  Whats even funnier is all of a sudden after opening a ticket, my usage was cut in half to about 600GB for the month of September, but now reporting unusually high just like previous months (more than 50GB a day, no matter how much we stream). 


I've asked for proof with a report of our data usage and Xfinity has stopped at nothing to avoid providing me with this reporting of my usage. Safe to say, the lack of trust with Xfinity is growing with every phone call I have. My bill is due on Monday and I refuse to pay for overages that they cannot prove. Does anyone know if the CPA has reach to get Xfinity to provide me with the reporting I need to see if they are gauging the numbers to force their customers onto an unlimited plan that is in fact not necessary. It's almost like they count 1GB as 2GB, which makes everyones data usage spike. 

 

Is everyone who has 1GB speed experiencing this? Or do folks with lower speeds also experience unusally high data usage as reported by Xfinity? 

Thanks

Regular Visitor

Re: Internet usage

Hello - has this been re-run to see if new customers have been affected? I started with Xfinity in June 2020, and have seen nothing but data overage, with 2 people living in a home and no 4K capable devices, I find it difficult to believe we use 1300+ GB a month. 

Regular Contributor

Re: Proof of Data Usage from Xfinity directly

@vbat2,  The numbers I see for Netflix are 3GB/hr in HD and 7GB in 4K.  These are 3 to 1 ratios vs your numbers so that might account for your discrepancy.

 

I've never heard of anyone getting any specific proof beyond what the meter says.  There have been a few cases where someone has given day by day breakdowns but I've never seen reports from Comcast broken down by URL or protocol if that's what you're looking for.

 

Contributor

Re: Hi Data Usage and No Help From Comcast Xfinity

@lassi505 

 

Never was a fan of default passwords.  Changing it is good.  Go back in and change a few more things.  I don't have Xfinity gear, but perhaps some other folks can give you more detail on what the pages look like on your router.  You want to change:

 

Firewall settings --> from med to High

 

If there's an option to block portscans, turn that on too.

 

Disable ICMP.  They may call it "respond to ping".  It's a bad idea to allow that and it isn't nessessary in the first place and a sync/ack and flood ping attack risk.

 

Disable any kind of remote access to your gateway.  No, you don't want to be able to mess with settings from another offsite location.  If you want to be able to do that, there's other secure ways to accomplish that.  Never expose anything that runs a web server, or any other service to the internet without other gear to protect it, and the ability to update the service with full control of the software.  You don't have that with an Xfinity gateway.

Frequent Visitor

Re: Hi Data Usage and No Help From Comcast Xfinity

I am already at 327 GB for this month. I am on a gigabit speed plan. This time around, I will not be granted courtsey overage..

Contributor

Re: Hi Data Usage and No Help From Comcast Xfinity

@AndyTex 

 

Well.  How about an experiment?  After the previous post, I started looking at the manuals for Xfinity gear.  You can find yours here if you are using one of their gateways.

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

 

So let's look at one.  How about a TC8305C user guide?  That's technicolor.  They got ARIS and others too.  Flip your gateway over, see what model it is.  Probably has a bar code with a default username and password on it too.

 

Here's the manual:

https://secure.xfinity.com/anon.comcastonline2/support/help/faqs/wireless_gateway/HOW5220_TC8305C_Us...

 

I'd say this goes for ALL gear, not just Xfinity.  If you want different, then I hope you know what you're doing.

 

Login to your gateway.  A web browser to http://10.0.0.1 with a default username=Admin, password=password (facepalm.......gahd!!!!) on this model.

 

Section 3.2 page 28 change that password.  Seriously.......

 

Now let's look at the firewall configuration section 5.2 and page 41.  Although the firewall on a gateway is truly junk and shouldn't really be trusted for security, notice the default setting.  It's set to a predefined default of "low".   That is of zero help to anyone.  I was surprised to see it.  You want this changed to "High".

 

Maximum Security (High): Blocks all the applications including voice applications (such as Gtalk, Skype) and P2P applications. Allows Internet browsing, email, VPN, DNS and iTunes services.

 

So now you've disabled:

1. ICMP pings

2. UPnP -- it was a bad idea when it came out, it's still a bad idea

3. You may have closed port 443 if they're talking about skype and possibly some higher UDP ranges, but that is really untested.  In any case, you want to set this to "high".  This one doesn't have a "block portscan" or "Block DoS" attack or other options.  If yours does, turn all those on too.

 

Make sure you hit SAVE.

 

Check section 6.1.1 UPnP.  Make sure that setting is really disabled.  (SAVE again).

Section 6.1.2 Port Forwarding.  Make sure that setting is disabled (SAVE again)

Section 6.1.3 Port Triggering.  Make sure that setting is disabled (SAVE again)

Section 6.1.4 DMZ host.  Make sure that setting is disabled (SAVE again)

 

This model has no "Remote Access" feature -- configuration from a remote location.  Good!!!  If yours does, Disable that too.

 

Look at your usage now on the Xfinity site -- they claim a 24 lag, so yesterday hasn't shown up yet (perhaps).  Look at it two days from now.

 

Did the difference in your usage reported look lower than 300+G in 7 days?  I'm horrified at the default settings.  Perhaps they are all that way.......you know.....to make stuff Easy for an end user and avoid support calls.........dunno.

 

Frequent Visitor

Re: Hi Data Usage and No Help From Comcast Xfinity

Looks complicated, but I will try it before running out to Xfinity store. Thanks.

Frequent Visitor

Re: Hi Data Usage and No Help From Comcast Xfinity

Sorry to say that I give up. Yesterday I went to Xfinity store and signed up for additional $11/month unlimited plan. I was already at 527 Gig. This time around, when I go over the limit, they would have been happy to charge me $10/50 gb.

Frequent Visitor

Re: Hi Data Usage and No Help From Comcast Xfinity

Hi everyone. Since this continues to be an ongoing issue for everyone, I just wanted to post a follow-up now that we're half-way through October and I'm very happy to say our data usage is still as it should be, close to 400GB's and right on track to be around 800GB's for the month.

 

Again the ONLY thing that has changed (back at the very end of August,) was our Firewall settings from Low to Mid and it took getting connected to Comcast's Security team to provide credentials. Our Media and Internet usage have not changed in the slightest.

 

I don't know if that's what officially fixed things and can't imagine what it's doing to keep the numbers in check but since it's been working so far, do anything and everything you can to get directed to this group. For me personally, it took filing a complaint with the BBB to get to that team and the Security rep even read the complaint word for word to make sure he knew what my problem was. 

Frequent Visitor

Re: Hi Data Usage and No Help From Comcast Xfinity

I have only had Xfinity Internet for a month or so, and am nowhere near the data cap. I have my own router (ASUS AX3000), and have the Xfinity Gateway in Bridge mode and turned off it's Wi-Fi, so everything goes through the ASUS and gets logged by device, by hour. The total the ASUS shows tracks pretty closely to what "My Account" shows. Without that sort of information, it is a guessing game. Somebody poaching wi-fi? rogue device/app?  No way to tell, but some of the numbers people have mentioned make me think one of those.

I have found that my average "web surfing" data use went from about 3 GB/day to about 4. Likewise, my wife's iphone gaming went up from 3 to almost 5 GB/day. My suspicion is that all of the video ads can now come in much more rapidly, so they show us more of 'em.

 

Regular Visitor

Re: Internet usage

I recieved the data usage warning last week. I checked the usage data and it shows I used almost 1TB 20 days into the billing cycle. this cannot be possible.  The spike started in Sept but I hit the 80% threshold and got the email warning this month. We don't stream movies other than occational watching youtube clips which we have been doing for years. I have been checking my everyday data usage since I got the first notification, and it shows I was using anywhere ffrom 30-50GB per day(that's a lot of HD movies! to watch) . Our usage pattern hasn't changed and I don't see unrecognized devices connected to my router(although I changed my wifi password out of precaution). I called xfinity Security Assurance team but they just repeated what I already know. I asked for a breakdown of the website and IP addresses which consumes most of the data and they don't have those information.  I am an IT professional and I know it will require a lot of HD streaming to use even 30GB of data per day(we don't have 4K TV). Now it's all what xfinity says against what I say and I see this is as a losing battle. I am waiting for their level 2 support to call me back. But if I don't get a satisfied answer, I will jump ship and switch to AT&T.

Regular Contributor

Re: Internet usage

@charlie_y for "typical" people, I recommend a process of elimination to see where the data is going.  However, since you are an IT professional, you'll probably want to look at the posts from @flatlander3 as it sounds like you could have fun tracking this down.  Please let us know what you find!

Regular Visitor

Re: Internet usage

thanks. I changed the firewall setting to typical(medium) as I have Ooma VOIP as a backup home phone and cannot set it to maximum(high). Will see if this makes any differnece. I will report back in a few days.

Contributor

Re: Internet usage

I'd love to see the meter broken down into days and even hours so we can better understand what might be causing the problem. 

 

It would also be useful to enable short-term logging (say for an hour) of traffic by port and address, but that can be expensive if done on the head-end router in Comcast's data center. I've used that on my personal router running OpenWRT to try to figure out which device and port is using my connection. I wish the Comcast router offered similar abilities. 

New Poster

Internet data usage problem

The data usage on my internet account has been normal till April 2020. Its usage was under 1TB per month, but since you starts capping the usage, it mysteriously increased to more than 1.2 TB per month. There are my 2 kids my 90 yrs old mom at home. There should be more usage before 4/2020 than now since my kids are back to school. They only use their data phones to chat with their friends. They don't even watch movie or play video games. My mom does not use internet.

There are 3 days power outage in October but I see my data usage still climbing. I received  your mess age yesterday 10/27/2020 at 3:48 PM saying my data usage is at 90% and at 6:43PM, within 3 hours, my data usage is exceeding 100%. That means my kids used 120GB data within 3 hours on their phones?

Regular Contributor

Re: Internet data usage problem

Their meter says it may not include data used with the last 24 hours.  So, you can't count on it for hour by hour tracking like that.  (I don't mean to suggest that it's impossible to use the data on the phones, just that you don't really know that that's what happened.)

 

I would start with malware scans and then move to a process of elimination.

 

New Poster

Suspiciously high internet data usage

Hello,
I just received a message saying that we have used 90% of our 1.2 TB of data for the month, and we still have a week and half left! Upon further investigating, it looks like our data usage has doubled since they so graciously “let” us have a higher limit of 1.2 TB. That’s suspicious, as our internet usage and habits did not change, and then all of a sudden we are using twice as much? I do not think so. Comcast will not answer me either, other than to just give me a bunch of tips on how to avoid over usage. I already have limits set on all the children’s devices, so I know that they are not using twice as much at as they used to. So what is really going on? I’m sure no one will tell me, give me the actual data, or provide an explaination. Lovely.
Diamond Problem Solver

Re: Suspiciously high internet data usage

@Kyaltia
It goes by calendar month, so it ends today

I am a Retired Official Comcast Employee
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Contributor

Re: Suspiciously high internet data usage

All my internet traffic goes through a Synology router. Traffic through the router for October was 789.9GB.

 

Comcast says I used 1400GB. 

 

I'm forced to add unlimited data. What is going on here?

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Frequent Visitor

Re: Proof of Data Usage from Xfinity directly

I just ran into this myself in October. After running sniffer software to watch connections etc... on my network, I realized this data usage is not going through my Modem at all. I have my own Modem for what its worth.

Turns out that when you use your Xfinity (cable) service to watch the channels they provide, you are not using internet as you would expect. BUT when you use any app like Peacock or use Netflix/HULU... through your Xfinity system, you are using data. This is not a device that will show up like a phone, PC or smart TV. AND I beleive the Data Usage meter provided on Xfinity site for your account has some lag when tallying usage within the Xfinity TV apps versus through your modem.

 

We should ALL thank COMCAST and their inept tech support for not telling us this up front. I spent 4 days and countless hours on the phone with these people and had to figure this out myself.

By the way, Peacock uses approx 4-5 GB per hour. My wife started watching it and last month our usage went nuts. We went from 650 GB oer month to 1.5 TB in October.

Frequent Visitor

Re: Internet usage

After 4 days of sniffing my Modem/Router traffic to find that my data usage according to Xfinity usage meter was north of 100 GB/day but my network taffic was 3.5 GB over those 4 days.

I finally found the culprit. My wife started watching the Peacock thing through Xfinity box. Turns out anything you do through your Xfinity TV service that streams data (i.e. Apps such as Peacock, Netflix, Tubi) are using your data and this does not flow through your modem. MYSTERY SOLVED at my house. Dont depend on Xfinity tech support at any level to tell you this. I know because I talked to 6 of them all the way up to the Gateway group what ever that is. They all assured my TV doesnt hit data unless you are using wifi thgough the smart TV. NOT TRUE!. To top it off, I measured (roughly) that Peacock is using 4-5 GB/hour. Proved this by unpluggin modem for 2 hours. Turned on TV and lauched Peacock. Watched data on Xfinity site climb GBs at a time. It was not real time and lagged even after I exited.

BE SURE TO EXIT APPS ON TV as we had peacock running for a day with the TV off. It will NOT kill its own connection.

Frequent Visitor

Re: Internet data usage problem

Are you using your Xfinity TV service to watch Nexflix/Peacock/ etc..?

I'm not talking about your Smart TV connected to the wifi. Just talking about hitting Menu while wathcing TV and going to APPS.

This is internet streaming and counts against your data even though you wont see it on from your router or network if watching though a tool.

I tested by unplugging my modem (no internet) and then watch TV and launched Peacock.

It gobbled up 4-5 GB /hr. And my wife turned the TV off with the Xfinity remote while watching Peackock and it kept running until I turned the TV on and exited the app.

 

New Poster

Re: Internet data usage problem

Suffering from this same issue. Seems to have started in late September/early  October. I've been trying to keep track but Comcast doesnt report daily usage trends. Any help would be greatly appreciated.

My usage only shows approx 15GB down and 2.8 GB uploaded. Comcast usage meter went from 40 GB to 108 GB used in the past 24 hours. It is several orders of magnitude out of whack! I would give Comcast the benefit of the doubt if it were 1.5x times larger than reported, but this is 4x more than what my gateway shows. 

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Frequent Visitor

Re: Internet data usage problem

I spent a lot of time digging into this problem and I am very confident I found the problem.

If you have Xfinity TV and Internet and your data started spiking, you probably were looking at your data traffic through your Modem and/or router. I was too. After many hours of staring at the Xfinity usage meter and watching it climb through the roof, I disconnected my Modem while talking to Xfinity and we both watched it climb for 2 hours. I asked and was told multiple times that if our TV's arent connected to the wifi then we arent using data. Well your data is being used when you access content through your Xfinity TV. This includes Peacock, Netflix, Tubi.... anything marked Internet. 

The rub is that Xfinity is hammering your data usage and you can't see that happening through your Modem/Router, No Way to measure it. 

Well I measured it in a rough way. I ran an hour of Netflix through my Xfinity TV apps and it the data usage showed 4+GB. I then ran same Netflix show through the Smart TV wifi and the data usage showed 1+ GB used. This s not scientifc but it is the best we have since Xfinity does not break the usage out for us and their tech support doesnt even know how it works. We stopped using Peacock and our Nov usage so far is 53 GB compared with 50-75 GB/DAY on some days last month with no idea what was happening.

Contributor

Re: Internet data usage problem

Xfinity  apps clearly are marked "Internet streaming" if one wishes to view content, and we were rather careless in overusing Peacock for some live European sports coverage, as our data usage counter spiked a bit.  Sorted out the issue as you did, now confine streaming to modem/router/Roku.

New Poster

Re: Internet data usage problem

Got 0 help from the CSA team. They wanted me to call my router manufacturer. I’ve since installed a pfsense box with a bandwidth monitor listening on the WAN side of my connection.

I’ll try to compute my daily usage and post back. If someone from Comcast wants to have a meaningful troubleshooting discussion that would be appreciated.
Regular Visitor

Re: Internet usage

@strega7 It appears that changing the firewall setting to typical(medium) did make a big difference. I changed the setting on 10/26 with 52GB remaining, and I ended up with exceeding 15GB for October(when my daily usage was more than 35-40GB in average prior to that ). And so far this month(5 days into the month) I only used 80GB and my usage patten hasn't changed. I don't believe I have anything which used huge amount of data. If any unsolicited traffic coming from the internet, it shouldn't be counted towards my quota. Comcast really needs to look into this as I see so many customers are complaining.

New Poster

Using over 1000 gigabytes a day, that's right a day!

Not really, but my Xfinity internet account shows I'm using over 1000 gigabytes a day. It started Nov 3, I got an email @ 4:00 am, you have used 75% & @ 7:00 am, I used 90% & @ 8:00 am I have reached my data plan threshold of 1.2 TB (1229GB). That was the Nov 3rd, At 4:15 pm my data was @ 1758 GB, @ that time I disconnected the cable from the house so no service was going to my house. The next morning Nov 4 @ 9:00 am I connected the cable back to the house and checked the data, it was 2808 GB.
Now it's Saturday Nov 7th @12:30 and the data is @ 7814 GB. Anyone else have a problem like this?
Frequent Visitor

Re: Using over 1000 gigabytes a day, that's right a day!

I measured (roughly) 4-5 GB per hr usage for Peacock and we had 2 people watching on different TVs. It did not stop clicking when we turned tv off either so let's say 1x GB per hour for 24 hours is 240 GB. I suppose it could be higher but I didn't yest past a few hours. I did that with the modem unplugged so I know it was just streaming. Netflix through xfinity service was 4 + GB per hour but 1.5 when running through wifi (smart tv).
That's as far as I got as I dont have a choice on internet. We used 600 GB per month until October where it shot up to 1300 but now we know their calculations mist have changed so we use less.
New Poster

Unusually High Data Usage

I have been dealing with unusually high data usage ever since I switched from ATT over to Xfinity back in july. Back when we were with ATT at most we used about 650gb out of the 1.2 tb they gave us. But as soon as I switched over to xfinity for the better speed internet I have gotten more data usage more than double of what I did before with the same habits and equipment. And its kinda messed up how I now have to pay more then I need to for something that should not be an issue. if I don't pay for their unlimited plan which is $30 since I have my own equipment they end up charging me that.but if i get their equipment either way  I will still be charge $30 just to have their $15 equiment rental fee and the the $15 for the unlimited plan. theirs no escape from the $30 extra dollars. if  possible I would like to get help on this matter to see if I can get a better offer for the same plan. honestly was not expecting data usage to be an issue.

New Poster

Sudden unexplained major spike (~500gb) in monthly data usage

Hello,

 

We recently received a "90% usage warning" text for the first time with our internet (1.2 terabyte data cap), and have absolutely no clue how our network could be using so much data!

 

After checking the data usage trends on the account page, our data usage spiked from 450gb per month in June (normal - I am working from home, my mother has stayed home and is streaming a lot of video) to 900gb in July, with absolutely no major changes taking place that month. The only new additions to the network have been a new smart TV in August, and a small personal server in September, both added to the network over a month after this initial spike. Our data usage has been steadily climbing by around 50gbs/mo since the big spike in July & we were blissfully unaware until just now, as we've never received any alerts for any other thresholds of this cap before (We've never even gone over 50% until July).

 

Short of one of our neighbors breaking into the cable box in our backyard and pirating our internet (wouldn't be shocking, they're not the best people), we have no clue what could have caused this. We have one router (a Netgear Nighthawk) that manages all of our internet traffic, both hardwired and wireless, connected directly to our modem (ISP provided, model# SMC D3GNV). There are no unrecognized devices connected to our network, and no obvious culprits for what could be using up so much data that it's completely doubled our highest average month on record. We have no open guest Wi-Fi network and our 2.4 & 5ghz bands do not use the default names or passwords. I highly doubt this is coming from our network.

 

I've enabled traffic monitoring on the router now so we can keep an eye out going forward to potentially prove we aren't using this much data, but that doesn't do much to help solve what's already happened, and we're only 10% away from going over the limit only halfway through the month now! We haven't done any major downloading of any files, I've scanned all our computers for viruses, none of our streaming services are in 4K; there's just nothing obvious that could cause such a huge & dramatic uptick! It's mind-boggling and extremely frustrating, especially since I'm working from home and cannot just avoid using the internet for the rest of the month to avoid any penalties for going over this cap, which has never before even been close to an issue for us.

 

If anyone has any advice for how to approach this, it would be greatly appreciated! Thank you.