About TibbieMom

@busy345 wrote: first time this has ever happened to me in the 9 years ive been using comcast here.  Data pretty much doubled my usual avg for the month of july.  nothing has changed on my end, no abnormal connections, I dont get it. 😞   is this happening to more people then usual this month? If you read the past few pages of this thread, you'll see there are many of us.  ... View more

if you are going over your limit, you can call and change to unlimited 'then' and it includes the current month so there would be no overages. for higher usage customers (I run 200-250 per month with 2 cams streaming and storing in the cloud for both cameras) it seems pretty cheap to pay less than $2 day for unlimited. I thought I read they won't make the unlimited retroactive. I hope I'm wrong.  ... View more

In looking at our Comcast bill today, I discovered a device we were being charged for but didn't have. The billing person at Comcast removed it from our list of devices and issued a credit for the 16 months we've been charged for it. During our convo, I mentioned our data overage issues, and from that discussion came the info I needed to be able to tell which devices on our network were using the most data. Every Comcast person I've spoken with since last Friday told me they had no way of knowing or telling us this. Here's where you can find the page.    http://my.xfinity.com/ >Click on "My Account." >Log in, if it asks you to.  >Choose "Manage Settings." >From the left column, choose "Internet." >Under Common Solutions, choose "XFINITY xFi." >Under Home Network Activity, choose "View All Devices." From there, you can see active and inactive devices. You can rename them and assign them.  As you click on each device, you'll see its activity for the past 24 hours, as well as for the past month.    It took a billing person to finally show me what I've been asking for all this time. Obviously, he's smarter than their tech support people. 😉   Additional info: Yesterday I hired an IT expert to come to our house and troubleshoot the data usage. He told me to delete the entire history in all my browser windows (I use Chrome, Firefox and Safari, in that order). I also emptied my download history and cached images and files. I was really hesitant to delete the browsing history, because I refer to that on an regular basis when I'm looking for something I've seen before. In addition to that, he deleted a ton of files from my husband's work pc. Everything he had us delete or empty had potential for being hacked. I'll be logging our daily data usage for the next month to see if we've solved the problem. An encouraging sign is that we've only used 1gb in the last 24 hours. I know Comcast's usage isn't real time, but I've been logging it daily. Every day since last Friday, we've used anywhere from 29gb to 85gb per day.    I hope this info helps someone.    ... View more

Our modem is upstairs, and we spend 99% of our time downstairs. Ethernet is not doable. ... View more

I changed router and wi-fi passwords last week. I also renamed my wi-fi network. ... View more

@grday2 wrote: TibbieMom I think it could be the youtube app-even when its not on or inuse or wifi devices data beeing read incorrectly.       I don't have the youtube app on my Mac. 😕 ... View more

  @Rustyben wrote: why not try using a comcast modem/gateway as a test to see if same usage develops? I've always had Comcast's modem/gateway. There are too many customers with the same problem for Comcast to continue ignoring it. This morning our usage is sitting at 1456. And the month's not even over yet. What could the two of us possibly be doing to use so much data? Here's a quick look at how our data usage has changed since April and May. Yet Comcast says they have no way of telling what's using all that data. Once we're set up with ATT, I plan to document all that's happened with this experience, including all the lame customer service conversations. I'm sure Facebook, Twitter and Reddit users will find it interesting. Hopefully they'll see it for what it is - a huge word of warning in case anyone is considering using Comcast. ... View more

@AWBolden wrote: I understand the frustration TibbieMom. I have no idea why my service meters 50-70 GB per day. However, I connected my equipment to Comcast service with no connection to my internal network.my service meter did not move. Once I connected a computer or tablet, my router detected DoS from Comcast DNS1 and DNS2. I also experienced other DoS errors, such as port scans. I do not believe my problem is a Comcast issue. It seems my network router (Netgear c3700-100nas) may be experiencing some translation issues. Not sure why. I didn't have this problem until I moved to Blast! October 2016. Formerly I used 150-200 GB max per month. I've been with Comcast since they purchased ATT Broadband in 2001. I've owned 4 cable modems. D-Link, Netgear, Netgear, and Arris. Never experienced a nightmare like the one I'm experiencing now. So I continue to use the service like one uses a toaster. After I use the internet, I shut it down 2-3 days at a time. Not pretty. But Comcast is not the reason for my problem. I just don't know how to solve this one yet. By the way: I'm a career IT person. I manage our workplace network. My home network uses more traffic than the 100 workstations simultaneously connected to the internet. I'm going to monitor traffic with Wireshark or Spiceworks Network monitor. I'll let you know what happens. AWB I'm certainly not an IT person, but isn't that part of what we pay Comcast for? Shouldn't they be able to solve problems like this? Even if you had to pay for a service call, it would be worth it to get things fixed.    We haven't changed a thing in our viewing habits or computer use since May, when these overages started doubling exponentially each month. We don't play games, we don't stream music. We watch the occasional Netflix movie, but we've always done that.    Another good thing about switching to ATT is they don't have a data cap. We're also in the 2% of our city where ATT uses fiber. Could it be because we're maybe 2 miles from Google? 😉     I do wish you the best, and I hope you're able to figure out what's eating all your data usage.  ... View more

@TibbieMom wrote:  My husband is already looking into switching to ATT. If the tech can't solve the problem on Wednesday, the only call Comcast will get from me is to disconnect service. Not that they would care or anything....  ================================== So...the tech came out and said he couldn't solve this type of problem. When I made the appointment, explaining about the data overages, the guy taking the info said, "OK, so your internet's not working, right?" Seriously? That wasn't even close to what I described to him. Because I knew he didn't understand the problem, I also knew the wrong type of tech would be sent out. Yep, I was right.    The tech gave me a number to call that he said was a direct line to Tier 3 service. It requires a one-time, 15-digit ID number, which he gave me. Since I didn't expect a tech to have been told what the real problem was, it wasn't his fault he couldn't solve the issue. I called the number, and the person I spoke to said she'd have to "ask around" to see if anyone in her office knew anything about data overages. 😕     The person she transferred me to wanted me to do all the troubleshooting I'd done with the previous 10 people. I told him sorry, not doing it again. He said there was nothing he could do about data overages, and he reminded me that we get two free months of data overages. Yeah, that helps, when we're still using 30-50 GB per day. (Please note the sarcasm.)     ... View more

  @dudeinco wrote: They want their $50 extra, regardless of tier.   But theoretically using up your cap in 2 hours is awesome, right? My husband is already looking into switching to ATT. If the tech can't solve the problem on Wednesday, the only call Comcast will get from me is to disconnect service. Not that they would care or anything.... ... View more

@Kicken wrote: Comcast's meter isn't real-time.  That extra GB could have just been something used prior to you shutting everything down but just hadn't been accounted for yet in the tally when you checked.  Comcast allows for up to 24-hours before any usage is accounted for on their meter so you'd have to have everything off for at least that long to be certain.    If you can afford the time, you could re-connect your devices one by one to try and determine what is using the data.  Check the meter, connect a device then wait a few hours or a day and check the meter again to see if the usage spiked.   Yes, I'm doing that today.  ... View more

Last night I shut down all computers and iPads, and disconnected the tv from the network. Usage before I shut everything down was 1350. First thing this morning, the usage is 1351. I'm wondering how a GB could have been used with nothing on the network?   Is it possible that a new router/modem could take care of the data issue? ... View more

@Again wrote: FWIW, the number is legitimate and is for Comcast Security Assurance.  If you're having problems with data consumption, that is the number you need to call.   TibbieMom, the link/post you referenced at 800notes.com is 8 years old. OK, thx, I'll call them tomorrow.  ... View more

@Rustyben wrote: try 888-565-4329 data security. Would you reply with how if at all they can help you determine what is using the data? I just googled that number, and there are reports that it's a scam number. 😕   http://800notes.com/Phone.aspx/1-888-565-4329   Also, I've just been able to schedule an appt. for Wednesday to have a tech come out - again with someone who barely spoke English. I had to ask him to repeat himself every time he asked me anything.  ... View more

  ... Do you know of any way to contact someone at Comcast that can help with this? ... Comcast Security Assurance handles questions about excessive usage, although their response usually boils down to "You're on your own". You can call them at 1-877-807-6581 (from https://www.xfinity.com/support/internet/do-not-see-usage-meter/). Yes, I called them today after I spent over 30 mins with someone on online chat. The chat person transferred me to the data usage team (or whatever it's called), and after holding for 15 minutes, a lady came on and said I had the wrong department. She said she would transfer me to someone who could schedule an appt. to send someone for a service call. When she transferred me, the person who answered (whose English was barely understandable), said I needed to call the 800-COMCAST number to schedule. Is it any wonder why Comcast has one of the lowest customer satisfaction ratings in the US? ... View more

Do you know of any way to contact someone at Comcast that can help with this? I understand we get two free months of overages, but my Devices page says, " You have been charged $70.00 for the additional data provided over your data usage plan." Usage now stands at 59 GB, just so far today. There are no strange devices showing on the Gateway Login page. ... View more

@Kicken wrote: If your mac is new and/or you recently enabled iCloud or some other online-backup then that could be at least part of the reason for your increased usage.  You could try something like Little Snitch to try and track what is using your data.   I bought it in January. It's the latest MacBook Pro running Sierra. I downloaded Little Snitch and checked everything it showed in the activity monitor. Nothing was running that shouldn't be.  ... View more

@Rustyben wrote: @TibbieMom wrote: @Rustyben wrote: @TibbieMom wrote: @Rustyben wrote: @TibbieMom wrote: No, it's a Canon.  changed the wifi password (not giving it out to others but entering it yourself in any authorized devices? Yes, those were changed, as well as renaming the network. do you have a desk/laptop that you leave on all the time? There might be a DDOS viris or mailer virus that sends out junk emails. Yes, I have a MacBook Pro. I close it at night but I don't shut it down.  might try shutting it down completely when not using for a few days at least and see if the major usage reduces. macs don't normally get virus last I read (it is rare) I'll do that tonight. Thx! ... View more

@Rustyben wrote: @TibbieMom wrote: @Rustyben wrote: @TibbieMom wrote: No, it's a Canon.  changed the wifi password (not giving it out to others but entering it yourself in any authorized devices? Yes, those were changed, as well as renaming the network. do you have a desk/laptop that you leave on all the time? There might be a DDOS viris or mailer virus that sends out junk emails. Yes, I have a MacBook Pro. I close it at night but I don't shut it down.  ... View more

@Rustyben wrote: @TibbieMom wrote: No, it's a Canon.  changed the wifi password (not giving it out to others but entering it yourself in any authorized devices? Yes, those were changed, as well as renaming the network. ... View more

No, it's a Canon.  ... View more

This week was the first time we've ever received warning notices about our data usage. We're currently 248 GB over the monthly limit. Something is seriously wrong. Our monthy usage this year has been Jan. 180 GB Feb. 73 GB Mar 113 GB April 92 GB May 395 GB Jun 622 GB Jul 1272 GB (so far this month)   It doesn't take a rocket scientist to see there's a problem. We only have two adults in the home; we don't stream music, we don't play games. I called Comcast yesterday, and I was transferred to SEVEN DIFFERENT PEOPLE, for a total of two hours on one call. The last person I spoke with suggested I change my router login from the default, which I did. I also changed our wi-fi passwords and renamed the wi-fi networks. There were no strange devices showing on the gateway login page. In the past 24 hours, our usage went from 1196 GB to 1272 GB.    I've read at least half of the 40 pages in this forum thread, and it couldn't be more clear that something is going on. Why aren't we getting any help from Comcast? They should be able to troubleshoot these data overages and solve the issue. We've been with them forever, so they should be able to figure this out. Can't they send someone out to troubleshoot this? One of the people I spoke with yesterday said they didn't have anyone to work on this type of issue. What??    Short of switching internet providers, I have no clue where to go from here. Can a Comcast person here please respond and help figure this out?  ... View more