Community Forum

Unusually high data usage megathread

New Poster

Re: WiFi usage

Same problem here. An hd movie will eat 6 GB. an hour, 4K will eat even more. Check the settings and lower picture quality from auto, or 1080 to something lower like 480 or 360.        With youtubetv  When watching a program,  press the down arrow 2 times (it will highlight networks) then the left arrow 3 times,(highlight3 vertical dots) then down again 1 time, and right 1 time change you picture quality there.  NOTE: changing 1 station will set all stations to the same setting.   Roku tvs when you change the settings for picture quality, it Will revert to the factory default!!!!!!

  Hope this helps somebody.   We were 588 GB over for the the 1st month.   Shootin for under this month.............

New Poster

More data for faster tier internet?

Hello, 

 

I have loved Xfinity internet and tv service since I had signed up for it a few years ago and haven't had any issues and I am still loving the service since it is the fastest in my area. Also have been trying out Xfinity Mobile and so far no issues other than having to "pause" the new phone number and un-pause it to get it to accept calls/test

 

Anyway 

 

I had recently upgraded to a way faster teir Xfinity internet plan of 600Mbps (and upgraded my tv package) and while that speed is amazing I was kinda bummed to see that I am still stuck with a 1tb of data that I had on my 200Mbps :/ . While I never went over the 1tb on my old plan, the first month I kinda did on this plan lol... 

 

One thing I liked with my old ISP was if you bundled Internet and TV you could get unlimited data, but their fastest plan was 75mbps...  I do understand if this might not be possible for Xfinity to do, and I know you can buy unlimited data for something like ($30-50?) a month but that falls off my budget, and you also get 2 courtesy months, but are you able to earn those back if you use them? (maybe you can, just dont see anything on the page). 

 

However I do think that each teir should come with more data allowance in reality if I am looking at a 600mbps plan I am most likely going to use it. and really 1tb is going to go fast for some these days. Video games are becoming larger in file size along with their updates, some pushing 150gb for one game, 4k downloads can be way larger than just HD. Next thing you know you could be done with 1tb of data within a day or two... 

 

If I could suggest something I would say a plan of 600Mbps should get 2tb and 1000Mbps should get at least 3tb of data and maybe all plans if you bundle with tv you get an aditional 1-2tb of data and maybe the same if you bundle a phone plan. 

 

Maybe what I am saying is I don't see 1tb holding up like it use to with how large downloads are becoming, more shared devices on a network, and how fast speeds are getting. 

 

Just my thoughts.  Smiley Happy

 

 

 

New Poster

Re: More data for faster tier internet?

I still have not gotten their accidental mistake refunded yet. it still shows my Account as using 1Tb for the Month of November 2019 and 1 out of 2 Courtesy months used and not yet refunded.

 

Xfinity Mistake 2019 

 

Edit: NOT SOLVED

New Poster

Data usage high WHY?

I have had xfinity for over 10yrs. I've never come close to reaching a TB. I was using 500-600GB and that's just this year. My husband and I live alone our kids stop by every so often to visit and we stream Netflix (1080) and all other programming at (750). Such as Prime, or You tube TV. We don't game or really download very much except for updates for our IOS equipment. I watch 1 TV a day with the grand baby when she comes to visit. My router does show there is 7 things online (I watch, I phone, Roku main tv and Roku bedroom TV, my husbands I watch and I phone) however the only one using data is the Main TV. I've called several times and nibidy can explain it to me other than I need to pay $50 more a month fir unlimited? I'm so confused? We have friends that have xfinity that their kids game all night, never shut off the TV and they are always on their phones and watching YouTube videos. The difference between our friends and us is they rent xfinitys modem and we don't. We used to, but after having several technicians out to figure out why Netflix kept dropping the signal I decided to buy my own modem. As soon as I did this I started using triple the amount of internet WHY? No one at xfinity can explain to me why? I called last Thursday and was transferred several times, tried to sell me tv and hike phone and then tried to sell me unlimited data. WTH? I kept saying if they could explain to me why I'm using that much and I felt it was needed I'd upgrade, but I couldn't understand why all the sudden it's trippled. She couldn't explain it, put me on hold and then hung up. It was 48 minutes of my life wasted. And this is the 4th time I've called. I just need to figure out where and how am I using this much data. We went to Disneyland with their grand  kids in December for a week. I unplugged the modem and I still used data while it was unplugged. I was told by xfinity that I needed to change my line and password. They changed the line and I changed the pass word and I still went over. Ugh!! Today we watched the super bowl. We did have 3 TVs streaming the super bowl and I calculated the internet we used (based on xfinitys website) that we used 50gb from 3:30pm to 8:30. How? We did not game, use our phones, or shop online. We just had 3 TVs streaming and none of them were streaming in 4K. I've contacted the modem company and the router company and they can't figure out how xfinitys is calculated their data use. I'm super bothered by this. I don't have time to babysit xfinity. 

Silver Problem Solver

Re: Data usage high WHY?

Streaming like Netflix and Amazon Prime, etc have an effect on data usage.

https://www.xfinity.com/support/articles/data-usage-what-counts-towards-my-data-plan


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
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Regular Contributor

Re: Data usage high WHY?

3 TVs, running for 5 hours and consuming 50gb (I'm assuming you mean gigaBYTEs) is about 3.3GB/hour/stream which is within the ranges I see quoted for HD streaming.

Frequent Visitor

Re: Data usage high WHY?

I solved my high data usage problem that started in September (like many other people) by getting a new router. I don’t know why this solves the problem but my usage went from 1350 back down to 650GB where it usually was before the September surge started.
New Poster

Re: Data usage high WHY?

Did you change your router only, and not the modem or are you using a modem+router combination?

Frequent Visitor

Re: Data usage high WHY?

@haavar I am using the Xfinity gateway which is a router and modem combo. I had their newest one but went ahead and swapped it out anyway to see if it would make any difference. It cut the data usage in half. Now it’s back to 650 where it was before the September surge. Interestingly I did just get a notice that someone logged into my account at 1 am this morning. Not sure how they got in but I’m changing all the passwords etc again.

Frequent Visitor

Re: Overcharges of 1tb

Swap out your Xfinity router/modem with a new one. That solved my crazy, makes no sense, data spike problem that started in September. Went over the limit in Oct, Nov, Dec. As soon as I switched it out my daily usage went from 40-50 back down to around 20 where it usually is. And this is in a house with 2 xboxs, 3 tvs, multiple personal computers, gaming computer, Netflix and Amazon streaming most nights. Goes up a bit on weekends or holidays when teens are on more often but not much. If it's going up and up when you're not even using it then get a new router/modem. I went into the Xfi app and paused every single device.....except the gateway (router/modem) itself....and I was still gobbling up data.

Frequent Visitor

Re: Unusually high data usage megathread

@mollinmark That's an interesting perspective. I don't think its accurate though. My new data surge usage of 1350GB (double what it says i normally use) vanished after I swapped out my year-old Xfinity modem for a new one. Back down to the 650GB range where I have always been for years.

New Poster

Re: WiFi usage

Same thing for us as well... been going on for over a year now. The whole reason we originally got xfinity was to avoid going over data on our Verizon bill. I really do not see the point personally in keeping the WiFi considering now we have unlimited data on our Verizon. It is more the price of it all... ridiculous. Considering I read they use Verizon towers. I feel a bit cheated all the way around. Quite offended actually. Even read the privacy information on how they store our data information. That was interesting to find out, as I was looking for answers to where my data could be going.
New Poster

Fraudulent Data Overage

I had ATT for years, never went over 600gb. Started out w/xfinity with the same usage.. then randomly in November, we shot up over a TB and have consistently gone over since. It's now Feb 7th and Xfinity says we have used over 400GB in SEVEN DAYS!!  I have apps that track data usage on my laptops, and they're barely 1gb/day. We do have Netflix, but our usage hasn't changed.

 

I talked to the "data usage escalation" department in December, and they were no help. Just tried to call again, and was on hold for 30 minutes. SO many threads of people with the same issue. Something about this stinks! The only other thing I did around the time of the increase was purchase the pod signal extender 3 pack, but I've been assured that should have no effect. 

Regular Visitor

Extremely High Internet Data Usage

As of January my data usage spiked to over 1TB. 

I never was one to track in the past, but looking at the past 6 months we averaged ~600 GB/month (according to Xfinity's tracking log). It is just my wife and I at the house and we have 10 devices connected - 2x Smart TVs, 2x Laptops, 3x Cell Phones, Nest, Ring and an iPad. 

 

We use our own ASUS Router and personal Modem. As of 1/31 I turned on the data tracking feature and can track data per device and even down to usage of each app on each device. Since I started tracking, I show that after 9 days I have used 43GB vs Xfinity data usage showing I've used 165GB. 


Ive called and spoke with the "experts" in customer service who told me to just continue tracking but gave no further gameplan or solution. They also confimred that  they cannot see what is consuming the majority of data but only that I've used the 165GB. How can they back up any of their data usage claims if they cannot even supply data to compare against mine?

 

Has anyone else experienced this and if so have you found a solution? I already had to use 1 free overage month and do not want to pay for data I know I am not using. 

At the rate they are currently saying I am using data I fear I will always be above the 1TB threshold on their books. 

 

Regular Visitor

Re: Extremely High Internet Data Usage

My data usage shot up from 165GB to 300GB in ONE DAY! And I was barely even home over those 24 hours!

 

Also, I know the meter is not accurate. In one instance, near end of month with one day left, I had almost 200GB free. So I downloaded 150GB in game files. 24 hours later it only showed I used 20GB of data. It worked to my advantage that time, but point being, I know it's not accurate by a long shot.

 

I don't have any way to accurately track every byte, but I do closely monitor large file downloads. All computers are set to 720p streaming, except living room which is 1080p. But even then it's only a few hours a day at most they get used.

 

If they're going to charge for data overage then there needs to be an accurate up to minute (heck, even up to the hour) certified meter like with gas or electric companies. Imagine if you went to the gas station and went to put $20 in your car's gas tank, you stop the pump at $20 but it keeps going up for another minute or so for another $5-$10 added on. That's what Xfinity data control is like.

 

I don't know what I can and can't do any more. Only thing they'll tell me in customer service is I have the option to pay $50 more a month for unlimited internet... That's no a solution to the problem.

Frequent Visitor

Re: Extremely High Internet Data Usage

The data meter is not accurate.  On January 31 my data meter read 658 gb and on the monring of February 1, 2020 it read 1339 GB and was in red. Not knowing how this could be, I called Comcast and was told that my data meter on their end read 658 and I was not over. I also did not receive an email stating I was over the 1 tb. I asked how can I as a customer truly believe or rely on the data meter and was told were working on it. 

 

My data meter still reads 1339 gb and not has been fixed. 

 

I asked to have this documented in my account but I doubt it will be.  Also you cannot screen shot the data meter from a phone using the app. Interesting, so it can't be documented. 

 

I am writing this to let every one know as I feel the data meter cannot be trusted. 

New Poster

Exceeded Data Usage

This is the third month xfinity claims I have exceeded the limit for data use. It is impossible.!!! I have a two-person home. I know families of 4+ and they have not gone over once. I used the data usage calculator and according to that if I surfed the web, used social media, gamed online, streamed music, streamed HD video and received 100 emails EVERY DAY FOR 8 HOURS I’d only use 500gb! I can assure you all those things are not simultaneously happening everyday at my home. They need to fix this. Bad enough they squeeze you for all sorts of ridiculous fees but this is insane. .
Frequent Visitor

Re: Unusually high data usage megathread

What is the status of my ticket regarding data overages, a ticket that I opened in late December and have heard nothing since? Xfinity Case #IH72767009.

 

There is no way in October and December that we went anywhere near 1TB, let alone exceeded it. While customer service gave me daily usage, I've requested hourly usage.

 

My next step is to go to the New Mexico Attorney General's office.

Regular Contributor

Re: Extremely High Internet Data Usage

Frankokee

 

Try the meter on the website using a computer – at least then you'll be able to screen capture it.  I'd be curious as to whether that meter matches the app or the internal number that Comcast said they have.  (If that meter matches their internal meter, then it makes sense that you wouldn't get an email – ie: it's just a bug in an app and the app isn't what sends the email.)

Regular Contributor

Re: Exceeded Data Usage

Caedmom,

 

The calculator is really just a simple guestimater that totals up "typical" usage rates for certain specific things.  But there's a lot of things it doesn't ask about like torrents, on-line drives or backups, and there's a lot of weird stuff like a program stuck in a loop of downloading the same update or malware.  I don't know what you have on your network, but lots of devices can tell you about their own data usage so that might be a place to start.

New Poster

Re: Overcharges of 1tb

Just an update on my issue. I swapped out my modem, and it seems like the data usage rate dropped right away. It's hard to say for sure, since they are only displaying monthly usage and the updates are delayed, but the first couple of days looks very promising. 

 

Definitely looks like something is wrong with Comcasts metering. I had to switch our an otherwise perfectly good modem.  Just speculating here, but it could be a simple as someone spoofing my modem's ethernet address, and that's why it gets fixed when I swap the modem. If that's the case, who knows when they are going to guess my new address...

 

I think this is really bad customer service. First of all, this has to be a known issue for Comcast, but they are not providing support for customers. Secondly, they keep billing with an obviously flawed metering system. That's fraudulent, when the customer has little to no recourse.

 

I use my own modem, and it's only a modem, not a combined router and modem. Having to buy. a new modem to [possibly temporary] fix their gliches does not make me a very happy customer.

Contributor

Re: Overcharges of 1tb

I've been looking at this seriously since June last year when I had a problem with unexpected traffic bringing me to the brink of overage.
 
I gotta tell ya.  Never has there been a more wretched hive of swine and villainy as the comcast network. I have over six months of log files, packet traces, usual suspects, known exploit attempts, other really weird TCP/UDP/ICMP traffic with frags, runts, sync requests and packets with bogus flags right down there in the TCP/IP spec mud (invalid packets/crafted packets). Also hostile local subnet traffic from my neighbors virus encrusted machines. In other words, typical internet traffic.

 

I have extensively banged on my cable modem from remote servers with intrusion software. Flipped settings. Enabled for capture. Redirected for dynamic firewall rules to capture, then analyze. Features on the modem enabled/disabled. There’s only one conclusion.

 

The firewall on my modem will mask traffic from external sources, and not tell me anything if the remote source is half way clever about it. Its counter will also not report any traffic for intrusion attempts that are outside of what it can report in the log files (full and valid TCP/IP/ICMP packets). Frags/sync/modified runt for example aren’t reported as data. I’d consider the counter on my customer owned netgear router helpful, but not particularly useful.

 

Two ways to solve it. Pass all traffic from the internet to an internal actual firewall appliance (separate box/laptop/PC), then dynamically block it with adaptive rule sets, or plan B. Plan B is using the modem firewall and it’s “features” such as portscan blocking, but enable port forwarding to an internal firewall low numbered port on a firewall appliance (separate box/laptop/PC) that will dynamically blackhole the external request and hang the offending side script that is port scanning you or otherwise trying an intrusion. When you analyze the traffic, you’ll notice the remote side hangs, their script moves on, and doesn’t target you again for as many as 3 days typically, but they always pop up again.  Such is the weberverse.

 

With traffic shaping on my side internally, I can get down to under 250G typically with no changes in my usage and I stream stuff heavily. With Xfinity gear, running their firmware, I’m sorry. You’re on your own. I’m not looking at it. I’ve posed suggestions in the past about settings you can look at and how to achieve an internal firewall appliance.

 

Your problem or theirs? I conclude it’s yours since its your network you are stuck with the bills. Welcome to IT and network administration.

New Poster

Re: Unusually high data usage megathread

We got the same situation since this year. We used to watch Netflix so we know how much the data we used. However since this year, we stop to use Netflix and our data usage was even higher. We checked with Comcast's support and they only want to push you to buy their new unlimited data plan with 300mb. We are going to BBB as they are not willing to help us to investigate this issue but just trying to sale you more.

New Poster

High data usage - Comcast ignoring the megathread?

Posting a new question because the last reply from Comcast in the megathread says the issue is being investigated as of October 2, 2019 and zero updates.  What's the update?  My bandwidth habits haven't changed over the last several months, but Comcast reports I've gone from less than 200GB a month to 1.1TB in January and now 0.8TB half-way through February.  I stream HD content 1-2 hours a day, music for maybe an hour a day and beyond that it's just some web browsing.  I recognize all devices that use my wifi; none of my TVs or devices are streaming nonstop mistakenly; my computer doesn't have a virus (and isn't turned on enough to be the cause, anyway).  And calling Comcast is useless because they believe they're accurate.  

Frequent Visitor

Re: Extremely High Internet Data Usage

The meter on the internet says 1024 gb and I still have my 2 courtsey months. This is why no one can trust the data meter from Comcast if they are over or under.

Regular Contributor

Re: High data usage - Comcast ignoring the megathread?

types24,

 

There are updates from 10/9 and 12/4 a little later in the thread, here:

https://forums.xfinity.com/t5/Your-Home-Network/Unusually-high-data-usage-megathread/m-p/3268732/hig...

 

New Poster

Data usage increase

My data usage suddenly shot up in December - when we were gone for 10 days.  I have since gained a full time job, and my husband has a full time job.  No teenagers in the house.  one child that does not have a tablet or use a computer or phone.  Why has my data usage suddenly shot up - 400 GBs?  Why do I no longer get notifications that I have used x% of my data?  Why am I suddenly using more data when noone is home 40+ hours a week?  When calling comcast I had a useless conversation with someone in Indonesia or India.  They could not explain my data usage to me.  We do not game or stream HD in our house.  We only have two people using internet.  How are we exceeding 1024GB when 'the majority of households use far less?" and we can stream 600 hours of tv according to Comcast?  I would like a detailed, daily explanation of my usage.