As for our account, we consider this matter resolved. We will make no further comments here or offer support others. This experience has been quite disconcerting.
However, we do respectfully request , and strongly advise, that you cease and desist from misrepresenting us and our particular case in your comments. In fact, we expect a public apology here for misrespresenting us by stating that Comcast technicians made several attempts and we were unresponsive. That statement is grossly inaccurate.
We have phone logs and time stamps to prove that we did work with ONE and only ONE tech person, who was kind, thoughtful and very professionaly, unlike your comments here. We have his name and direct phone number as proof.
This is very disappointing that a company would stoop so low as to cast doubt on customer's integrity.
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You said above: Respectfully, a Comcast Customer Security Assurance technician has made several attempts to contact you via the phone number listed on your account in order to address your specific data usage concerns.
Unfortunately, all attempts to reach you were unsuccessful.
ComcastTEDS - allow me to share publicly what we just told the Better Business Bureau in response to Comcast's statment, which you simpily cloned here. Your statement above is inaccurate. We have the name and contact information of the ONE AND ONLY Comcast Security Technician that reached out to us and worked with us, professionally, to resolve our issue. Your comment here is bogus. Improprieties such as those displayed by Comcast staff serves no purpose than to further damage customer relations. Very disappointing. +++++++Better Business Bureau requested a response from us. We issued the following statement 12.17.2019 in response to Comcast's assertion that we were not willing to work with them.***** Comcast’s response states: “A Comcast Customer Security Assurance technician made several attempts to contact Mr. Yoko to advise him of the above information. Unfortunately, all attempts were unsuccessful. The technician verified that Mr. Yoko’s modem is properly assigned and provisioned for his account and that the data usage recorded for the MAC address associated with Mr. Yoko’s modem is correct. The technician left a message with his direct contact information should Mr. Yoko have further questions regarding this matter.” Respectfully, the above statement is grossly inaccurate and misleading. A Security Assurance Technician DID reach out to us several times and WE SPOKE WITH HIM EVERY TIME HE CALLED US. When he left a message, we responded promptly. It was our desire to have this matter resolved. We have his name and direct contact information if Comcast would like correct their obviously defective record-keeping. In fact, all the phone calls were “recorded for quality assurance purposes” each time. Apparently, Comcast just confirmed here that they have a “quality assurance” problem in how they treat their customers. How unprofessional to disparage a customer who is seeking your help with a problem. Much of the information that Comcast offers in this above response is cookie-cutter and does not apply to our situation. We are not the only Comcast customer with this complaint. In fact, if anyone reading this message goes to the Comcast Community Forum at this link, you will read pages of complaints, all with the same issue. https://forums.xfinity.com/t5/Your-Home-Network/Unusually-high-data-usage-megathread/td-p/3265624 We appreciate the credit and removing lates charges, which we refused to pay until this matter was resolved. At this time, we monitor our data usage daily, screen shot router and monitor logs online, maintain a log of usage and compare with Comcast’s data numbers. Data is data regardless of whose equipment you are using. We still contend that if Comcast’s numbers are accurate, regardless if the router and modem is customer-owned or Comcast-owned, the numbers should be the same. Thank you, BBB, for your assistance. We consider this matter resolved with one exception. We ask that Comcast correct their statement about us being unresponsive. Technician Ray knows better.
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Respectfully, you said to others above;
"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."
Again, respecfully, thank you for that last sentence, which confirms what customers already know, and have been protesting here. Regardless of what the meter says, the data usage numbers are not accurate. So what's the use of a meter, if the data amount being recorded is not accurate?
"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."
So are we to understand from your statement that if a customer's router says 450 MGB for the month and Comcast's equipment says 1400 MGB for the month, we are expected to accept Comcast's numbers unconditionally, because there is going to be ghost data used that we are not aware of? Really?
Again, and quite respectfully, no one should pay for data they did not use. Saying that we should accept an overage just because Comcast says so, and our equipment says otherwise, is unethical.
Surely, you mispoke. 😉
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@ComcastTeds ComcastTeds (Official Employee)
We genuinely appreciate your assistance and intervention with this matter. However, and I want to be very clear and respecteful.
We understand that Comcast contends that by renting their equipment they have a better ability to monitor usage. A router is a router. A modem is a modem. No one piece of equipment is exclusive to functionality, unless it is modified with exclusive features.
With that said, you have said here, and the Comcast Tech support on the phone had the same conversation with us that by using Comcast requipment we would receive better service. However, you must know, and I want to make this public....we called once and was told they could not see the sources of usage. We called back two hours later and spoke to a different tech support who "slipped" and told us what devices were using power.
Now I am not a conspiracy therorist, and I do not wish to cast Comcast in a bad light, but that example merely justifies why so many people here do not trust your company.
Futhermore, we switched away from Comcast Xfinity Mobile which seems to have helped the problem a bit. However, we monitor our usage daily. We are following every single tidbit of direction offered by you and Over Overages of Data page on your website. With that said, we will see.
Please consider the fact that any customer should be able to use any modem or router and receive fine outstanding service. No one should feel held hostage by using equipment that they believe violates their privacy or usage. We are following your guidelines to a "T". When my router says 300 KB of usage a month and yours shows 1400 GB a month, something is wrong.
And it's not on our end. Just saying . . .
Thank you again for the credit and prompt response.
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Everyone, we are still experiencing issues even after being offered credit and removing late fee. The problem is effecting too many people to be a fluke. It's not a one time occurance. It is repetitive.
We also find it amusing that Comcast offers this page to help you NOT to go over your limit.
How Do I Avoid Overage Charges?
Scroll down and find the section about the data estimator.
If you take the time to use the Xfinity Data Estimator, you will discover something fascinating, just like we did.
Comcast asserts that our usage is based on devices running constantly in the background. Okay, that's not true, but let's go with that for this example. Using the Xfinity Data Estimator, if we let ALL devices run for 20 hours a day (giving us 4 hours to sleep), including streaming movie and music.... the total data calcuated by the Xfinity Data Estimator does not even come close to what Comcast has been billing us for.
In other words, either Comcast's Xfinity Data Estimator is faulty. Or their equipment is faulty and they are overbilling customers, whether knowingly or unknowingly. Either way, it's bad business.
If you look on this thread, you will find someone posted that they are gathering names for a class action suit. I recommend that each of you reach out to the FCC and file a complaint, copying the Attorney General of your state. Post your experience on social media and ask familiy and friends to do the same, if they are affected.
Document. Document. Document. Keep a long of phone conversations, these forum threads and any email messages. Screen shot your own data colletion, as well as the results of your Xfinity Data Estimator.
We appreciate the credit on our account., and Comcast's willing to correct the problem. But what about this month? And next month? And next year? Are we to understand that we will continue to receive a credit for any and all erroneous data charges that we did not incur?
Before this issue escalates beyond damage control, Comcast would best be served to address it publicly and correct the problem. Otherwise, they should simply offer unlimited data only and be done with it. Stop playing games with other people's money. Offer quality service at a competitive price and stand by your service and stop hiding in the shadows.
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The only way that we were able to get action was to file a complaint with the Better Business Bureau. As soon as Comcast was notified by BBB about the complaint we received a call from Comcast security, credit was given and case closed.
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As of this morning, December 2, 2019 at 10:33 am we talked with Comcast Security...yet again. The representatives of Comcast continue to read from the same dialog. They don't have any idea how this is happening. Our WIFI is secure. Even being on vacation for 5 days during Thanksgiving, the usage is ridiculous. They fail to offer refund, intelligent explanations, or even the least bit of assistance. And yet, they content what customers experience in new to them. Meanwhile, you only have to read the comments in this forum to see it's an issue....and it continues to go unaddressed.
As much as I would like to champion an effort to have Comcast investgated, we are signing off...and going with another service.
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what about the rest of us who are obviously having issues with overage that we are NOT using. How can you no be at home? All wireless devices are with you? You are 1,000 miles away? Everything at your home is turned off? And still you exceed the data usage? Respecfully, this matter needs to be addressed publicly and expediously. This duck and cover approach in avoiding customer service is just not professional. Comcast cannot say these are "isolated incidents." Same song and verse, different customers throughout the country.
Please help us and stop this craziness. This does not have to escalate into a class action suit, as others have suggested.
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we have the same problem. Is it a coincidence or a valid issue? We don't know, because no on is willing to help. The poor girl at the Comcast store was frustrated because management wouldn't help her by offering answers to the problem. She felt like she was getting the run around. We promised to tell her personally what the end result to all this craziness is. Exhausting.
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Since I began this thread, I thought an update was in order.
Every customer here is echoing the exact same problem and yet, Comcast Support acts as if it's a new revelation. We have a called scheduled for tomorrow morning to update Comcast Security on our usage, and how to procede from here. We have been away for 5 days, no one in the house, all wireless devices with us, and the usage is still unjustified and excessive.
Comcast is very much aware of this problem, but they are banking on customers being desparate and accepting Comcast's recommendation of paying for an Unliminted Plan and using only Comcast equipment. Ironically, while talking with the Comcast Security Rep last week, he slipped up when telling us that using Comcast's equipment was the only way to monitor usage, and then he said that he has our daily usage on this screen.
So what do customers do? Where are we to go from here? Here is a list of what we have uncovered from talking to officials.
1) For some customers there is a "coincidental" relation to using Comcast Internet service (home) and the Xfinity Cellular Service. This needs to be investigated, as well as execessive data usage that is vastly different from monthly use.
2) We have contacted the Better Business Bureau and files a complaint. The BBB has notified us that they have contact edComcast about this issue and asked for their cooperation. No news as yet.
3) We can file a complaint with the FCC and open an investigation. With so many customers experiencing the same issue, and it has not been resolved for any of us, the FCC would find this compelling enough to investigate.
4) We can file a complaint with the Attorney General for the state here you live. He will also investigate.
5) We can do all the above and copy the news media on these procedures as well. Our research shows that there are tens of thousands of customers who have voiced their experience on this forum, as well as neighborhood forums and in comment sections after articles. Just think how many out there that have not spoken up, thinking they are the only ones?
6) Or, we can just walk away, and use another service.
That's where we are. Tomorrow telephone call will determine our own next course of action.
<sigh> Comcast would be best serviced to address the problem and resolve it, rather than hiding behind veiled ignorance.
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@SarasotaRon123 We will soon find out.
Comcast Security called us today, based upon comments we left here. They seem sincere in getting to the bottom of the problem. But much of what they told us we have heard before. As soon as we get a viable answer, or even no answer at all, we will post here for everyone's information.
It just baffles us how many people across the country have had this problem and Comcast pleads ingnorance.
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We received this message this morning via email. You need to escalate us immediately. We will not pay anything to Comcast until we resolve this matter immediately. There are plenty of other companies offering us better deals. But as we have been told repeatedly by every single employee of Comcast, "You are a valued customer and have been with us for 18 years. We need to resolve this matter. Thank you for your patience."
Our patience is wearing thin.
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ComcastTeds (Official Employee)
Thank you for your response and willingness to help. Here is an update for your information.
Comcast store rep texted us yesterday to advise that Comcast managers do not know how to resolve this matter. They advised us to call the corporate office to resolve. 251-286-1700 We are not going to do that, since we have already received the "hand-off" or "runaround" or whatever you wish to call it from every single Comcast employee we have reached out to.
Here are the facts:
We have had excellent service from Comcast for 18 years. No issues.
We use Internet only @$66.63 a month.
We use our own modem and router...again NO issues.
On October 5, 2019, we switched our cellphone service from Verizon to Xfinity and BAM! Our Internet service quadrupled. We asked if there was a correlation and Comcast reps at Comcast store said NO!
We have NOT changed any devices, streaming habits, etc. Everything in the home is exactly the same as it was before we switched cellphone service.
We are monitoring our usage with our own router and modem. Usage does NOT compliment the numbers that Comcast indicated.
We have changed all access information to a strong encrypted language. The data usage is still outrageous.
Customers have confirmed on this form and through neighborhood/homeowner site NEXTDOOR, and as news media reports and articles also confirm, that this issue has been and is ongoing with many customers. One customer published an article about his personal experience. He was charged for excessive data usage while he was on vacation. No one was home. He did an experiment when he got home and disconnected all devices fro 24 hours....the Comcast meter kept reporting usage.
Homeowners in our area tell us that they experienced the same issue. Comcast advised them that the only way to correct it is to up your plan to unlimited data and rent only Comcast equipment. That advice is tantamount to extortion.
Calling the 800 Customer Service is worthless. They only read from a prepared script and cannot offer any assistance. We asked to be escalated to a supervisor and was told "we don't have any working her at the moment." We advised him that we know all call centers have managers on the floor. The poor customer service person was so stressed, he went back to reading his prepared dialog script.
Comcast Security was even worse. They had no clue, or were playing dumb. Said that they never heard of any experiencing this issue.
Full disclosure, we have contacted the Better Business Bureau this morning and filed a complaint in hopes that effort will escalated us to the right persons in order to resolve this matter amicably.
Meanwhile, our last resort will be the FCC and Attorney General. But at this time, we will patiently await your contact to reach out to us with a solution.
Thank you for your time and attention to this matter.
Attached documents: 1. Screen shot of message to another customer on Comcast Community Forum advising customer about software issue relative to erroneous data overage.
2. Article about man being charged overage while on vacation.
Unable to share the plethora of additional information from other customers. You only need to read this forum to grasp that Comcast has a serious problem that needs to be addressed honorably. If you want to be seen as a leading ISP provider you should treat your customers better. Exemplary customer service is the key to the success of any company.
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Thank you so much for taking the time to share the links and offer support. This has been an horrific experience. We feel so violated by Comcast. They have done nothing to help us. Meanwhile, they act clueless to any issues that they have had, or are continuing to have.
Appreciate your time and willingness to help.
Enjoy your day.
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Thank you so much for the response. You are kidding. Isn't that extortion? Honestly, they are going to get you one way or another. I knew the cellphone service was too good to be true. We are not done with this yet. If anyone reading this is having, or has had, the same issue, please respond. We are interested in knowing just how many people have experienced this.
We are not happy.
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We are curous to know if any other customers have experiened this same issue.
We have been Comcast customer for 18 years. Our bills for home wifi (data) have always been consistent. Our data useage as been the same every month. Then on October 1, we switched our cellphone service from Verizon to Xfinity. (Much cheaper.) Suddenly our home data usage quadrupled. We went from around 300 MBs a month to 1300MB in one month.
We called Comcast to discuss. No one could help. Requested to speak to supervisor. Said there was not one working that day. <cough> Then we were told to call Comcast Security. We did. Again, no one could help us. The poor young man could not speak English and could only read from the prepared dialog. Asked to speak to supervior. Again told that they would have to check. Didn't know if one was on duty. <rolling eyes> So, we went to the Comcast/Xfinity store and talked to them. They are just as baffled as we are. Nothing has changed. Same equipment. Same service. Same everything. However, just to be sure, we changed passwords on anything that connects to the router. Meanwhile, our data useage is excessively high again this month. And we can do nothing about it.
Has anyone here expereinced the same issues? Any suggestions of what we might be experiencing? We appreciate your assistance.
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