About ComcastTeds

@mremtff wrote: I've been using unlimited internet for over 20 years, since 14.4k dialup modems.  Recently, Xfinity lobbied to have Net Neutrality killed.  Now there are data caps!  By having a data cap of 1024gb, Xfinity has crippled my ability to utilize media sources that are not their own.  I can watch unlimited cable TV with Comcast, but I can't watch unlimited Sling or Netflix.  In casual use, my household reaches this 1TB data cap every month.  Additional service of "unlimited" internet now means more than DOUBLING my internet cost!  If I want to use a media source that's not Comcast for the same duration each month, such as Hulu or YouTube, I'm forced to pay up, which I can't afford.  The President cannot legally block me on Twitter.  And yet, an internet provider can now block me and force me to pay fees for the data of viewing that same information if I've already met a restrictive data cap.  This is shameful.  Comcast / Xfinity is the worst company I've ever known.  I'll be glad to be rid of them forever. Thanks for your feedback. The policy around this plan is the current policy.  Details at the link below:    https://www.xfinity.com/support/articles/data-usage-plan?   Below is our position on an open Internet:  https://corporate.comcast.com/openinternet/open-net-neutrality https://corporate.comcast.com/stories/comcast-remains-committed-to-an-open-internet   Broadband Disclosures: https://www.xfinity.com/policies/internet-broadband-disclosures   Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. November and December were both just over 1 TB of data.   Some high usage days (over 90 gb)  include 11/2, 11/10, 11/14 , and 12/11 (160 gb).  January usage to date is at 13 gb.  A reminder that the metering system is delayed by up to 24 hours.   I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)       ... View more

@Tkitchens wrote: Our internet usage has doubled this month as well, and we've never went over. Is something being done about this? Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. Deceember's data usage at 1330 gb was certainly much higher than in previous months. There was significant usage on 12/24 (130 gb) and 12/25 (310 gb) that are out of your usual pattern. The rest of December was under 60 gb/day.  Another high usage day was 11/2 (over 200 gb). A reminder that the metering system is delayed by up to 24 hours.   January to date shows about 45 gb so far.      I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@Vando22 wrote: I have been using almost no internt the last four days and am still getting charged for 5-7 GB of data per day.  In fact, I even unplugged the moden entirely yesterday for about 24 hours and just now plugged back in and it says I used 9 GB of data in that time.  Basically 200-250 GB of the 1024 GB I am almost maxing out every month is being stolen by Comcast.  Don't expect that you'll get ananswer from them, they know they can stay hidden like cowards and keep lying to people and stealing from behind the internet... because they think lying and stealing is what the people paying for the internet are doing.  There's nothing you can do about it because they're hiding behind the internet and remaining anonymous and the only way to get at them is through the internet anonymously.   Apologies for the delay in responding.  I wasn't able to locate your account information using the  email address that you registered with in this forum. I will reach out via PM (Private Message) or you can send me a PM  with some account information (that can be account number, name, address, or phone number on your account) and I can look into this further.   Apologies for the issues and the experience that you described above and thanks for your patience.      ... View more

@leoger wrote: Please read the Best Answer in this thread to report issue to Comcast.   Also, here's a related article: https://arstechnica.com/information-technology/2019/10/comcast-incorrectly-charged-2000-customers-for-exceeding-data-cap/ To clarify - in regards to the above linked article, that initial issue was a confirmed and acknowledged event in the Fall of 2019 that was identified, corrected and resolved. It was acknowledged in this thread in October.  That specific issue impacted a very small number of our customers (less than 2,000) . Once it was raised here (and in other places), the right teams investigated, we owned that issue, we apologized publicly and then we worked with impacted customers directly to make it right.    From the Fall issue:   "While updating our data usage meter to a new system, a software error occurred resulting in a small number of our customers being billed incorrectly. We're very sorry for inconveniencing our customers and here's what we're doing to address it: We fixed the technical issue, we're proactively crediting the accounts affected, and we're giving those customers an additional $50 credit to make it right". Our teams have investigated subsequent individual issues posted here and have not seen a common thread or pattern. If they do, we will own it and work to make it right - as we have done in the past.    There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. ... View more

@Kuykendr wrote: Comcast, You notified me that I went over data limits twice in the last 2 months. Our data was a little higher in November as I downloaded a few games, but you reported I went over the limit this month despite not deviating from regular usage or downloading liberally. Our average data usage for the months before were 700-800gb. Could you resolve this? Thank you for your time. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. Novembrer data usage was 1402 gb, December was 1205 gb. January to date is already at 150gb.    Some days with high usage (more than 140 gb/day) are: 11/25, 11/26, 11/27 and 12/23 if that helps you to track some of this down. A reminder that the metering system is delayed by up to 24 hours   I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn't mean it isn't being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@Tricia3 wrote: Home internet Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. The monthly data usage on your account is at or close to 1 TB a month (August through December so far is well below 1 TB.  January to date shows about 96 gb so far.     Some high usage (above 110 gb) on the following days: 11/2, 12/14, and 12/26 (over 160 gb on 12/26).   A reminder that the metering system is delayed by up to 24 hours.    I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@naprocks00 wrote: My internet usage for December 2019 shot up from 800GB on 12/26 evening to 1.6TB on 12/27 morning, and got a call from Comcast automated system that I have exceeded my limit. My Internet usage has not changed. This is the third month where my usage has hit close to 1TB and I am seriously considering alternate options. Comcast does not have a clear answer on why this is.   My usage has been the same and hovering around 600-800GB / month. Why will my usage double in 24 hours? Apologies for the issues and the experience that you described above. Yes, the monthly data usage on your account over the past three months has exceeded 1 TB/month (October 1089 gb, November 1013 gb and December at 1715 gb). There were some days in November and December that exceeded 120 gb/day (11/11, 11/20, 11/30, 12/13, 12/20, 12/26 and 12/27. 12/26 was over 300 gb and 12/27 was over 500 gb) if that helps you to track this down.     Looks like your account is pending a disconnect. Sorry to lose you as a customer.    We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@captanbly23 wrote: OK...I have read ALL the complaints about data usage.  This is an Xfinity site!  Outrageous!  They have still not answered all this outrage.  Simple.  My wife and I are retired.  We are NOT computer people, gamers, or big smartphone users.  6 Devices in our house.  We followed all the guidelines for usage when we cut the cord last August.  I set up a spread sheet and monitor daily.  We go over a TB every Month!  Two OLD PEOPLE!!!   After calls and calls I was finally told to go on their app that gives me usage by device.  The numbers aere simply wrong.  We have to believ their numbers or go away.  Yes, I believ it is a scam and so many times I have been tempted to do the %0.00 extra and go away.  It really isn't about the money.  It is SO typical of the Canle Industry mentality since their inception.  "MUST increase usage by customer to increase profits".  I will get out f this some how, even if I have to drink more often. LOL...However it isn't really funny...the cable and internet compaines are indeed out to get us.  I guess we are all in on the conspiracy.  I do know one thing...changing to internet only and cutting the cable has only made me HATE COMCAST more! Apologies for the issues and the experience that you described above. Apologies also for the delay in responding. As you have read "all of the complaints" in this thread, you may have seen numerous responses from me here.     In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. The monthly data usage on your account has been fairly consistent from July through December -  a range of 864 gb to 1123 gb over this time period;  this is an average of 997 gb/month.  No single day in November, December or January (to date) has exceeded 50 gb/day . It's pretty consistent daily usage (no spikes). I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@WebScorpion wrote: I'm still having the same problem, although I will admit their numbers are getting closer to reality.  Last month I didn't hit the cap because we were out of town for 2 weeks, but this month we're back to the same old problem.  There are numerous devices on my wi-fi (mesh) network, but they all funnel through a single Plume Networks superpod.  The Plume network keeps data usage statistics on all devices on the network and it reports that I've only used 797 Gb in the past 30 days, (since Nov 27th,) yet Comcast just sent me my 100% notification so their counter has added over 200 Gb to my numbers.  At this point I'm pretty sure they have no ability to count my data usage individually.  I think they count the numbers for my local switch and divide by the number of users.  My next step is to unplug and see if the counter keeps counting, but I've got to set up an alternate (Verizon hotspot) data feed first.  I shouldn't have to go through all this...and neither should the rest of you. :( Apologies for the delay in responding. I wasn't able to locate your account information using the email address that you registered with in this forum. I will reach out via PM (Private Message) or you can send me a PM with some account information (that can be account number, name, address, or phone number on your account) and I can look into this further.  Thanks for your patience.  ... View more

@hqduong wrote: Can someone help me? I have been averaging 600-800 GB a month for the last 2 years. Suddenly since Late November I’m going over. This dec I’m head to 2 TB and all tech support wants me to do is rent your modem. I monitor my network like a hawk and I don’t see any device consuming that much data. Can someone please please help me? Apologies for the issues and the experience that you described above.   It appears that our team attempted a few times in early December to reach you directly at the phone number listed on your account. I will send you a PM (Private Message) to see if there might be a better number for our team to reach you. Thanks for your patience.     There were several days in December that were over 90 gb/day including 12/3, 12/5, 12/8, 12/11, 12/13,  12/15 and 12/16 if that helps you to track this down . A reminder that the metering system is delayed by up to 24 hours. January to date shows about 47 gb so far.      We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@greyskygirl wrote: Add me to this list as well. Our household usage is normally between 700/800 GB/month ... and now the past two months, we’re supposedly over 1100. No new devices or users, and when I went to the store to ask, the days the rep said we had the highest usage were when we were away from home more than usual. (And our Google Wifi app has our usage tracked at its normal rate.) I don’t get it. Curious whether that software glitch that was supposedly fixed is still affecting customers ... like us. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. The monthly data usage on your account in November and December did exceed 1 TB.  There was a high usage on 11/16 at 120 gb. December high usage days were 12/7 (70 gb) and 12/8 (90 gb) if that helps you to track this down. January usage to date is showing at only 8 gb.  Please note that the metering system is delayed by up to 24 hours.    I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@TRMNTR2000 wrote: You can now add me to the list as well. I'm in the Minneapolis, MN area and got an email last week stating I have used 90% of my data. Not sure how this can be when I haven't changed anything and months prior haven't been over 500GB and averaging around 425GB. Now for some reason in Dec I'm pushing 1000GB? Talked with a Comcast rep and ZERO answers. Told them I had read about their metering being goofy. Rep didn't have a response for that. Did not get anywhere with the rep other than him telling me I had a spike on Dec 1 and Dec 17. I'm doing some research on those days but they don't appear to be any different than any other day from the past. Let's just say I'm not happy. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. I can confirm that there are high data use days on your account in December (above 80 gb/day on 12/1, 12/17 and 12/28).   Please know that the metering system is delayed by up to 24 hours.   I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@Paddymaellaro wrote: Comcast, just issued me a warning for going over 1terabyee, and your meter is absolutely broken, i checked alltheindividuall data usages on ALL of my devices and did the math and put myself at 477 gigs of data, so why are you giving me a warning for1tbb of data used? i've seen all kinds of threads showing that your meter is faulty, so why are you punishing us for things that are YOUR faultcomcastt? Apologies for the delay in responding.  I wasn't able to locate your account information using the  email address that you registered with in this forum. I will reach out via PM (Private Message) or you can send me a PM  with some account information (that can be account number, name, address, or phone number on your account) and I can look into this further.   Apologies for the issues and the experience that you described above and thanks for your patience.    There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network.   The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used.     We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplanxfinityy.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: httpss:/wwwwxfinityy.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices likeUbiquitiiuNiFii, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https:/wwwwnetforecastt.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: httpss:/wwwwnetforecastt.comcomcasttinternett-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by100GBB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the meteringtimeframee is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go intoNetflixx settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using,doesn’tt mean itisn’tt being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/ormisconfiguredd settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos fromonlinee services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@QuinnFamily wrote: My family's data usage is usually about half the 1024 MB limit -- then suddenly this month (Dec 2019), it's (apparently) doubled for no reason we can discern. I had my alerts set up, so I got notifications at 90%, 100%, then that I've exceeded my "one free overage month" and the data usage doesn't seem to be slowing down. We're only at the 24th of the month! 12.12 - 921 GB 12.18 - 1024 GB 12.22 - 1130 GB Look... we're not using that much data. Something's wrong. Maybe something's been hacked and someone is draining our data. We've identified all the devices connected to our router (and the ones connected directly to the Xfinity modem). Our router didn't have tracking turned on before (it does now), but we've looked at the usage of the devices we can track, and the total we can account for from all devices is about 400GB/mo... right in line with what we normally use and nowhere near this 1130 GB and climbing fast.  Just this morning, when everyone was dead asleep, the router says someone used 2GB of data--literally nothing was on.  Xfinity-- 1) what's wrong with your tracking and 2) how do we stop the madness and 3) this is my formal request that you stop charging us for data we're not using and help us figure out what's happening. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. There are some spikes of data usage (above 100 GB/day) in December (the 6th through the 11th and again on the 25th) if that helps you to track this down. The metering system is delayed by up to 24 hours. It's still early but January data to date is only 24 gb and more typical with your earlier patterns.     I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@sf_o_matic wrote: When I upgraded my service to the fastest possible internet offered I was told my usage caps would be reset to zero but that hasn't happened and I've been getting endless overage messages. How do I fix this? Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use:   Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   ... View more

@dshank33418 wrote: The situation seems to have cleared-up after I exchanged my 4-year-old gateway for a new one.  My data usage immediately went back to normal levels. However, because I burned through so much data the first few days of the month, I will probably go through my 1-T byte limit before the end of the month.  Thank you for the credit to my account, I really appreciate your understanding. Thanks for providing this update. Looks like you made it through December under 1 TB (as well as July through November).  You are welcome and thanks for being a Comcast customer.   ... View more

@Jar101038 wrote: I have used the estimator tool for measuring data. I put in 1.5 of my actual hrs in each of the categories that I would use...  my total estimated use totals less than 600....  the billing for this data exceeded the allowed 1000.. (2) years ago I signed on to a sweetheart package that included phone,tv internet all for less than $150. Per month. During that period there was no talk about data caps.   after the contract was completed the package went up to 216.00 and I got a notice that my data exceeded the limit set by Xfinity. Being a senior on a fixed income I tried to adjust by canceling the tv and phone. Now I have the mystery data that will force me to look elsewhere for internet or pay  for the pirate that appears in my data usage. Any recommendations?? Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. The monthly data usage on your account in November anbd December is just over 1 TB.  If it helps, t track this down, there was a spike of usage around the middle of December (the 13th through the 17th).     I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@reddyvbad wrote: My data usage is at least 30G/day, when we are were on international trip and no one is there at home.  Apologies for the delay in responding.   Actual data usage is not real-time and may be delayed up to 24 hours. In looking at your account  I can see zero usage 12/26 through 1/1.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account - Monitor how much data you have used with our Data Usage Meter. Xfinity My Account App - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website - Summary of plan features and additional tools and tips related to the data plans. To visit, go to dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@6859336 wrote: Hi comcast, can you please stop <Edited> with your overcharges for going over 1tb a month please?   I use the internet daily, I usually skirt just below the 1tb monthly limit. This limit is very unfair and you wouldn't implement it if there was more competition in my area for with other internet service providers. Unfortunately only AT&T and COMCAST is available in my area <Edited>   If I download just one or two games ontop of my normal monthly usage, I will go over. For instance, I downloaded RDR2 this month, 100gb game. Just to download the game I've already used up 1/10th of my limit. in just a couple hours.   If $80 a month for just internet is enough for 1tb. why isn't $160 enough for 2tb? instead you charge more than twice as much for the same data if usuage is under 2tb. $200+ $80 = $280. and 2tb is nothing, it's not that much data, it's easy download that much data.     <Edited> At the minimum you should offer plans with higher data plans instead of the 'get rekt for $10 per 50gb unlimited data plan' that you have.   <Edited>   I have 3 HDD drives that are 4tb large each It would take me over an entire year to fill them with my normal usuage with your data limits.   I don't think it would be as big of a deal if the overcharges were equal to the data that I already use and pay for but this is absurd. I miss the days when there weren't 'data limits'.    I'll gaurentee you that I'll discontinue my service with you guys when applicable, and I'll continue to pay your ridiculous prices just so I can use your internet for the time being but only because AT&T and comcast implement that same data rates and charges in my area. But I'm not a happy camper. <Edited>. thanks Thanks for your feedback. The policy around this plan is the current policy.  Details at the link below:    https://www.xfinity.com/support/articles/data-usage-plan?   That being said, I did go ahead and reverse the recent data usage charges and provided an additional credit as a courtesy.  You will see that on your next cable statement.  ... View more

@Silvano_gaytan wrote: I've been doing the same stuff since before I cut off my cable side of Comcast and supposedly am using 2-3x as much data as I was before. None of the habits have changed we use the xfinity stream beta app which we were told by a Comcast rep that would not eat up our GB usage. Your system keeps saying I using 20-30 GB average a day when no one is home more than half the time. I would like an explanation. I purchased my own router 2 years ago and never had issues until we cut our cable. And no I would not like to rent a router from you guys. @Comcast Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. The monthly data usage on your account so far is well below 1 TB.  November data is 309 gb and December to date shows about 588 gb so far.      I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account   - Monitor how much data you have used with our   Data Usage Meter. Xfinity My Account App   - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications   - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website   - Summary of plan features and additional tools and tips related to the data plans. To visit, go to   dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from   https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. -   Greatest opportunity with Windows 10 devices.   Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@midtenner wrote: @ComcastTeds Y 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   To clarify - in regards to the above, that initial issue was a confirmed and acknowledged event in the Fall of 2019 that was identified, corrected and resolved. It was acknowldeged in this thread in October.  That specific issue impacted a very small number of our customers (less than 2,000) . Once it was raised here (and in other places), the right teams investigated, we owned that issue, we apologized publicly and then we worked with impacted customers directly to make it right.    From the Fall issue: "While updating our data usage meter to a new system, a software error occurred resulting in a small number of our customers being billed incorrectly. We're very sorry for inconveniencing our customers and here's what we're doing to address it: We fixed the technical issue, we're proactively crediting the accounts affected, and we're giving those customers an additional $50 credit to make it right". Our teams have investigated subsequent individual issues posted here and have not seen a common thread or pattern. If they do, we will own it and work to make it right - as we have done in the past.    There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. ... View more

@midtenner wrote: @ComcastTeds    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. My sincere apologies to you, I was given incorrect information from our team regarding the non- contact. I'm glad that you were able to speak to someone on our data team about your situation.    Apologies again.       ... View more

@midtenner wrote: @ComcastTeds    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. ;)   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. Our technician verified that your modem is properly assigned and provisioned for your account and that the data usage recorded for the MAC address associated with your modem is correct.  Our data meter is accurate and verified by an independent third party, below is background on that:    Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/   We have provided several suggestions for you on how to check your devices and your network. We initially provided a goodwill credit and we also (as a courtesy) recently reversed the data overage charges on 11/15/19 and 12/15/19.  We have escalated your concern (and the same with any of the issues in this thread that I have responded to)  to our data specialists for their research and review.       Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)   The above is the customer's responsibility.  ... View more

@UnhappyData wrote: I am new to this thread only because I’m searching for why my data usage has skyrocketed in the past week or so. As I scroll through the hundreds of similar complaints over the past few months it is quite obvious that these are not individual problems, they are COMCAST PROBLEMS! As I’m sure everyone has noticed, there is a cookie cutter Comcast response stating something like “Were very sorry, we’ll credit your next bill, blah blah blah. Hey Comcast, why don’t you actually look into your internal data measurement tools to find out why this phenomenon is happening? Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account.   The monthly data usage on your account has been under 350 gb/month over the past 6 months, well under 1 TB.  I don't see any data overage charges in the past 6 month either.    I do see that in December there was a spike in usage outside the normal use pattern on or around 12/14 (750 gb used).   The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations.   I've asked a colleague to review your account and contact you directly. Thanks for your patience.   I'll skip the usual set of the "blah, blah, blah" as it's posted in a few of the earlier responses, but there is some good stuff there including the accuracy of our data usage meter validated by a third-party, how we measure data and how you can keep an eye on your data usage.   I hope you take the time to review it.      There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network.   The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. ... View more

@75evo wrote: I too have faced the same issue. All the Roku boxes are set on low data rate. We don't watch the high def streaming on Prime/Disney etc. only low quality 480p-720p shows.  Never had this problem on Sonic before. Only in the past 2-3 months have we seen this. Changing routers to one which can check data use of devices.  At the most we use 15GB-20GB/day. 'very disappointed with Comcast. Will most likely leave for another provider soon.     Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. The monthly data usage on your account is fairly consistent over the past 6 months at just above or just under 1 TB/month;  the exception being in July when usage is showing at 294 gb.     I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account   - Monitor how much data you have used with our   Data Usage Meter. Xfinity My Account App   - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications   - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website   - Summary of plan features and additional tools and tips related to the data plans. To visit, go to   dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it is part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from   https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. -   Greatest opportunity with Windows 10 devices.   Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@Phillipk86 wrote: @ComcastTeds Our usage is still going strong even after upping our cable modem firewall, but we'll continue to monitor it now that's its the weekdays and we're not really even in the house for most of the day. However, I have a question, does the xfinity cable box use data that counts towards the caps? Because now that I think about it, our data usage started increasing dramatically after getting the X1 system (and there are lots of other quirks with it, like our remote batteries die every 5 days or so). We don't regularly use the streaming services on the box like Netflix, but not sure if other functions of the device (like DVR, regular cable channels, guides) may cause any data usage? Because we got the devices to decrease our internet usage since we used to only stream, but it's actually only gone up since getting cable. The link below has some good info on X1 cable box and internet data usage:   https://www.xfinity.com/support/articles/x1-internet-data-usage-details   The easiest way to tell which features will count against your Internet data usage is to look for the Internet badge, which will appear in the program info. Using the following X1 features will count against your monthly Internet data usage: Netflix:   See how Netflix on Xfinity X1 influences data usage Pandora:   Pandora App remote functions with X1 Web Videos:   View web clips On Demand from your X1 TV Box YouTube:   See YouTube app on X1 Amazon Prime: https://www.xfinity.com/support/articles/xfinity-x1-amazon-prime-video ... View more

@RobertWy wrote: @ComcastTeds wrote: @Marcusatx wrote: The most data I’ve ever used in a single month was close to 700 gigs and for some reason I’m over the terabyte by 40 gigs the first five days in December. It’s absolutely impossible. Nothing has changed at the house. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I can see data usage from June through November averaged about 582 gb/month. The December usage spike appears to be around two days - December 2nd (550 gb) and December 3rd (450 gb) - if that helps you to track that down.  Please see earlier disclaimer around data usage metering delayed by 24 hours (it's not a "real time" data meter).    I've asked a colleague to review your account and contact you directly. Thanks for your patience. It sure would be nice if we could see daily spikes of that magnitude so we could search for a cause Monthly numbers don't warn us before we go over the limit. The Xfinity My Account app will show you Month-To-Date Internet data usage and it is updated daily. Snapshot of My Account image below:     We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account   - Monitor how much data you have used with our   Data Usage Meter. Xfinity My Account App   - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications   - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website   - Summary of plan features and additional tools and tips related to the data plans. To visit, go to   dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges ... View more

@Garebear wrote: Unfortunately, I am also experiencing spikes in data usage. It is very unclear to me what to do or how to see details of where the data use is coming from. It has been going on for several months now. Our data use would tend to be somewhere around 500-600 GB per month. With no changes in our habits, we have been getting notified that we are coming close to (or exceeding) our data cap for at least the past 5-6 months. The strange part is that we will show around 700 GB one month (which is still unusually high for our household, but at least within reason compared to the norm). Then the next month, the data use seemingly skyrockets. I am currently seeing that we have used 704 GB as of Dec 16, which is insane. I should also clarify that our common use has remained the same as always (video streaming, downloads, etc.). At the same time, I have also taken measures to pause activity on many devices that could consume a lot of data throughout this month. In reality, we should be seeing a reduction in data since, in that sense, our usage has gone down.  I am fairly technically savvy, so I have continuously attempted to take measures to keep data usage at bay. This also means that I find the lack of transparency of the Comcast hardware and metrics a bit frustrating. If anyone from Comcast can help with my account to allow us to see more realistic numbers (and to avoid showing overages that should not exist), I would highly appreciate it. Thank you! Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. The data usage in November spiked at the end of the month if that helps you to track some of this down.  On 11/29 the usage was about 280 gb. On 11/30, the usage was about 180 gb.  Actual data usage is not real-time and may be delayed up to 24 hours. The rest of November usage was under 100 gb per day. December usage to date is approximately 705 gb (average of 45 gb/day).   I've asked a colleague to review your account and contact you directly. Thanks for your patience.   We offer tools to help you track and manage your usage so there are never any surprises about how much data you use: Data Usage Meter in My Account   - Monitor how much data you have used with our   Data Usage Meter. Xfinity My Account App   - You can also monitor how much data you have used in our mobile app. (Download the Xfinity My Account app.) Notifications   - We will send you an 'in-browser' notice and an email letting you know when you approach, reach and exceed a terabyte. You can also elect to receive notifications at additional thresholds as well as set up mobile text notifications. Usage notifications will not be sent to customers who enroll in the Unlimited Data Option. Data Plan Website   - Summary of plan features and additional tools and tips related to the data plans. To visit, go to   dataplan.xfinity.com.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it’s part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from   https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. -   Greatest opportunity with Windows 10 devices.   Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@The_Schwartz wrote: I am on the way of going over on the data cap once again. I hit the 50% data usage mark today. There is nothing else I can do. We never had an issue in 3 years prior to October. I am to the point of paying the early terminaiton fee. A representative from Chicago spoke with me, CSA, etc. I was informed my usage would be monitored by their team.   The only streaming happening in my house is YouTube TV and CrunchyRoll. This has been going on for the past 3 years. Our habits are the same and we have even lowered the amount of devices in the household. Our data usage has doubled in October, November, and now it looks to as well in December. I feel as if I am being scammed at this point.   I was suppose to have swapped over to the streaming service back in October but found out that all Samsung Displays 2015 or newer could not find the applcation. Therefore I was placed back onto my old plan. Firmware had to be applied to my boxes and they could not explain why. Since then my data keeps doubling. Why can I not get a response on how to fix the issue? Also I was told I could have unlimited data with the Xfinity modem. No, there is still a data cap of 1024 gb according to the website. No response from the representative. Apologies. It looks like your data usage has been steadlily increasing: June 537 gb July 621 gb August 853 gb  September 796 gb  October 1022 gb November 1296 gb  December month to date looks to be about 588 gb (estimated so far) which tracks closely to your October and November usage.  We will automatically provide you with an additional 50 gb of data for $10 once you exceed your monthly allowance of 1024 gb.   I have asked our Service Policy Assurance team to review your account and reach out to you again as a follow up. If you wish to disconnect services, I will get the ETF waived. Just let me know.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it’s part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from   https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. -   Greatest opportunity with Windows 10 devices.   Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.)         ... View more

@Rturner22131 wrote: Yes, I spoke to many Comcast people....explained the exact same thing. Tho I do have streaming devices...only one is on at any time. If they are not in use...,they are off and not streaming. They’re first response was to come out and change the gateway....however.... noone ever set up the appointment to come out... everyone wanted to do the same trouble shooting instead of scheduling the appointment for the tech. Per Comcast meters are 24 hrs behind so that means the 47gb if data on Dec 1 at 7am when all devices were off and we were sleeping is actually used dara from November. Not exactly right to be rolling used data from a previous month to the new month, especially if you don’t allow our unused data to roll over. I have only the gateway, no router like netgear etc. Also too many people have been having issues to it to be our fault. When I went into the hospital in November I turned all off. Also I have a habit of pausing everything thru the xfi app at night. Anyways At this point.. I’m still waiting for the appointment appointment for a technician to replace my gateway and check my lines. That was what Comcast wanted to do first to rule out issues with your equipment. So I wait. BTW, my habits, streaming devices have not changed in a year. So if it was due to my devices, I would be over 1tb every month and I’m not, therefore something in your systems has changed. Apologies I'll have some one reach out to you to set up the technician appointment at a time that works for you. Thanks for your patience.     ... View more

@Shonasmum1 wrote: For several months my data usage was under 200 GB but the last two months it's been over the limit and I have no idea why?  My XFi app shows my iMac using 95% of the network although that may or may not be related to the data usage issue.  We are not streaming anything or downloading huge amounts of photos.  Any clues would be appreciated.  I've already run malware software on the iMac. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. The data usage in October and November does seem quite high compared to earlier months.   Thanks for your patience.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   I've asked a colleague to review your account and contact you directly. Thanks for your patience.   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it’s part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from   https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. -   Greatest opportunity with Windows 10 devices.   Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@Phillipk86 wrote: Alright I see I'm not alone, I'm seeing massive data usage, and we are an internet-active familiy, but our own tracking via monitoring of our TP-Link router is nowhere near what we are seeing in Comcast's tracking. Even when we were gone on vacation for a week it kept chugging along and somehow we used an additional 200gb (we do have a smart thermostat and sprinkler system, can't imagine it using anywhere near that data, and the router constantly shows these devices as using no data unless I'm logging in to change setting on them).   What, exactly, are we supposed to do about this? We cannot see any daily usage meters on xfinity, we've stopped streaming this month aside from evenings, no online gaming, our cameras are offline, no downloading of games (I moved to a Nintendo Switch with physical copies) and somehow we're still already at 500gb of usage for the month. We've been dinged for our 2 courtesty months already, I figured it may have been our Blink cameras or online gaming using the data but even with those all disconnected its running like crazy according to the website, we may have no choice but to find a competitor (and we don't want to, I prefer Xfinity's speed) if we literally can't even use our devices.  Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. Thanks for your patience.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   I've asked a colleague to review your account and contact you directly. Thanks for your patience.       Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it’s part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@dfinifrock wrote: I doin't think I can be getting overages from my mobile phone as I don't own one and never have. That was why I also posted that Comcast put me in a dangerous position by turning off my land line. I am a senior and would have no way to call anyone in case of an emergency.  To get my service back I had to pay over double what I owed and then found out in my conversation yesterday I was being charged a $50 charge to have my line reconnected. The person helping me said there was nothing he could do about that but he would transfer me to billing. Are you serious?!!! Now I have 11 hrs spent trying to fix my problem. Where should I send my bill for my time and unbelievable patience???? Apologies, I had one our data overage specialists contact you as that was what your original post was about in this thread. It appears that you have not exceeded or come close to 1 TB a month with your high speed Internet data.    We have recently credited the reactivation fees, late fees and also provided an additional credit for the inconvenience. Those credits will appear on your next cable statement and you can also view the credit online or on our app via My Account.  Please let me know if  there is still an issue with your phone service and we can get that addressed.    Apologies for any confusion and thanks for your patience.      ... View more

@midtenner wrote: @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. Apologies for any confusion we may have caused. Customers are free to bring their own routers and modems, many of our customers do that. We have reduced insight into customer-owned devices by design and on purpose. They are not our devices, but they are devices on your/our network. We have enough information to activate them and a few other things. We certainly have more insight into Comcast-owned devices and can support-troubleshoot them. Our XFi app also allows our customers to have additional insight into our owned devices. Our advanced technicians are able to "see" (at a very high level) some of the types of devices connected to your network and also some very limited details about those devices. Based on my review of your account, it looks like you have been talking directly with our Service Policy Assurance team. They are really our experts on this.   In looking at your December data usage to date, six days have been under 5 gb/day. I do see four days around 15 gb/day and one day (12/9) is just above 30 gb. Actual data usage is not real-time and may be delayed up to 24 hours.   From what I can see, a rough estimate for December to date is about 115 gb.      I do want to reiterate that each of the cases I have responded to in this thread have been reviewed by our Service Policy Assurance team.  They have determined that there is currently no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network.   ... View more

@mjohnson1760 wrote: Over the past 2 months my data usage has doubled with no changing in my habits or new equipment. Xfinity has no answer except to tell me maybe I need to rent their router. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. Thanks for your patience.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I can see steadily increasing data usage from August through December; 624 gb, 914 gb, 1118 gb and 1315 gb respectively.      I've asked a collegue to review your account and contact you directly. Thanks for your patience.     Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it’s part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@hqduong wrote: Am I the only one who suddenly see a massive increase in data usage? I have consistenly used under a TB for the last year and startin November I can use over 100GB in one day!   I'm suspecting it's Disney+ and there needs to be a resolution on this. 1TB is completely unusable in the world of 4k and offering 500Mbps internet!!  Apologies for the issues and the experiences that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   I've asked a collegue to review your account and contact you directly. Thanks for your patience. ... View more

@dfinifrock wrote: Have been dealing with overages for data since June 2019. I don't do anything with my computer except occ. emails and some google inquiries (never any videos etc) I have had Comcast for 15yrs and have always had the limited 5gb of data and never went over more than a dollar or two in 15yrs.  When I called customer service in July with $200 in overages she gave me the new Xfinity one with new remotes,boxes utube,netflix etc plus extra data all at a lower price than I had been paying. She forwarded the complaint to the secutity dept also. Fast forward to today (12/8/19) and I have spent 10hrs of my time trying to solve the issues. My service was disconected last week and the only number the phone would let me talk to was an auto pay and had to pay double what I owed just to get my phone working again. I'm a senior with no cell phone so very dangerous position to put a person living alone in.  I have talked to many depts and even high level people and their supervisors during my 10 hr phone quest and no one can help me including the person I just talked to today from the # listed on this forum. The 3 people before her actually hung up on me. I think they get frustrated and hang up as they don't know what to  tell me.  My friends told me a call a TV investigative team as they sometimes are about the only ones that can help people after they've done all they can do. Guess that might be my next step as I don't want this to wreck the upcoming holidays wondering if I I will have a phone etc in an emergency.   Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further. I also reversed the recent late charges as a courtesy.    The credit will appear on your next printed statement and you can view the credit online via My Account. Thanks for your patience.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I don't see any high speed data overages on your high speed data account in all of 2019. The highest data month was November at 439 gb, well under  1 TB.  You may be talking about data overages on your Xfinity Mobile phone?  I've asked a collegue to review your account and contact you directly. Thanks for your patience. ... View more

@Mudgrousers wrote: Well heck, our internet usage "jumped" November 2019, (doubled overnight) and I was sure our antique router had been bot-hacked south of the DOCSIS modem....but no.  After upgrading my router to modern and monitoring all internal usage after the modem for 7 days, I find that Xfinity puts my "usage" at 10X what actually passed through my router, as documented by my router reports......So a little research followed and this thread is not an uncommon one.  Must be the modem is hacked?  Also performed external port checks on this cable modem and it's as secure as they get.  What does that leave?  There could be an error in the billing system, and in fact no other explanation makes sense.  @coles1 wrote: Jessie helpfully locked the thread pertaining to this for being "off topic" after merging all relevant threads into the irrelevant terabyte thread. I thought we should still have a place to discuss this ongoing problem. I took 20 pages of documentation into a store today and was told all they could do was charge me 70 dollars to send out a tech. Out of desperation I conceded. Any thoughts? Anyone had any resolution yet? Some folks on Twitter seem to have made slight headway and had their accounts credited but aren't sure how to help since they seem to think they just got lucky.   Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I can see an uptick in data usage from October (693 gb) to November (1201 gb), not quite double but certainly a lot of data being used.  I've asked a colleague to review your account and contact you directly. Thanks for your patience.   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it’s part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@OZ_hamster wrote: As one who had experienced an unprecedented surge in data usage in early October, and subsequently "normalized" mid-month after posting here on the forum (and receiving a $50 credit by Comcast), the most frequently-cited complaint here is a massive surge in data usage radically departing from a customer's historical  data-count pattern.  I can appreciate many of the comments by CC employees and others regarding causes apart from Comcast, such as "cloud synching", constantly running updating, etc., on i-Devices,  and anything else particular to the customer's own connected devices.  But, with few exceptions, these data surges occurred spontaneously, with no obvious change to customer's viewing or streaming habits.  Moreover, many affected customers can actually monitor data usage through their router options (as we did), and clearly demonstrate a huge disparity between daily data counts logged by CC v. the respective routers numbers.  It now seems inescapable that the Company must be more proactive in righting wrongs, and not place the onus on customers first, but concede that bugs and gremlins continue to plague their data-counting SW, and declare it a top priority to sort out this ongoing issue. After our experiences in October, we now check our account religiously every few days to monitor data usage assigned v. household viewing/streaming online hours actually logged.  Thankfully, no deviations noted, but remain vigilant.   Outside of the earlier Fall 2019 issue, there is currently no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. That is based on each of the individual issues posted in this thread that I responded to and had our data team review and contact the customer with their findings. 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. ... View more

@Rturner22131 wrote: I don’t have a router....only the gateway. At this time, most forum responses and verbal responses via phone are putting the blame on customers instead of realizing there are way too many complaining of the same issue to be the customers fault Outside of the earlier Fall 2019 issue, there is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. That is based on each of the individual issues posted in this thread that I responded to and had our data team review and contact the customer with their findings. 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. ... View more

@Nal64 wrote: I ended up on this page while looking into why my WiFi hasn’t been working for the past 24 hrs and after reading here, I remembered that I received my 1 and only 90% warning in September. This was especially odd because all 4 people in my family are students or teachers who were home all summer together gaming, streaming, using a new nest cam, and browsing the internet all day long. How did we use MORE data after returning to school for half our day? Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. Thanks for your patience.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I can see that you have not used 1 TB/month in the last 6 months. Average monthly data usage on your account  over the past 6 months is 746 gb.  December usage to date also looks in line.   I've asked a collegue to review your account and contact you directly. Thanks for your patience. ... View more

@bq42 wrote: Seeing this thread brings me a little comfort to know that I'm not the only one having this issue.    My problems started back in August, after changing my plan and modem in July.  My reported usage jumped significantly starting in August, where I went over the cap for the first time since it was implemented.  Since then every month has been pushing the cap, which doesn't match the historical trend of reported data usage.  Historically for me a "big" month would be 600GB.   I was one of those customers affected by the billing software chage.  I received the credit and had the "data cannot be displayed" issue for September usage.  Even after the the billing software change was rolled back, I am still seeing excessively high usage reported by Comcast.  I finally got tired of it and started collecting Netflow data off my router. My data collection numbers aren't even close to what Comcast is reporting for usage.  There is clearly something still wrong with the data usage system.  Comcast reports that I have used 158GB of data for the month of December.  My Netflow data says that I have used 102.935GB of data.  Comcast is reporting 54% more data usage than what I have measured at my router.   It's nice to see that there have been a few Comcast employees posting in this thread, Comcast really doesn't care about customers, as evidenced by their last known NPS score of -3.  But in all those posts I haven't see any mention of actually fixing anything, just lots of bill credits for the inconvenience.   Can someone from Comcast please contact me and help me resolve the issue? Apologies for the issues and the experiences that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. Thanks for your patience.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   I've asked a collegue to review your account and contact you directly. Thanks for your patience.   Outside of the earlier Fall 2019 issue, there is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network.  That is based on each of the individual issues posted in this thread that I responded to and had our data team review and contact the customer with their findings.     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. ... View more

@mark6785 wrote: Thanks for the credit but my real worry is the overage. As of 1pm today I'm at 216 GB and will have to find a solution before the 20th of Dec. or I'll be charged BIGGLY. I have been tracking my data usage and it seems to be about 60 GB a day (24 hour period). 1024 divided by 60 =17.0666666 days. 11 days left before I start to rack up extra charges and it's Christmas time.   I called Netgear and talked to a tech ( 90 day support with purchase). While on the phone, reset the modem/router and new password and opened up a case with them and checked to see how many devises, 1 laptop 3 tvs. No outside interferance according to the tech and on monitoring the modem/router through their app..         Will now check prices for Verizon (as they are my current phone data provider ) to see a finale price for service to run 1 laptop and 3 tvs from them. For December, outside of 12/1 and 12/7,  your usage has been fairly  consistent and is pretty close to your October (1077 gb) and November (1295 gb) activity .   Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it’s part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from   https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@sam91765 wrote: same here. somehow I blew through 500gb in one day on Nov 7. I called Comcast and got connected to the security team and got nothing resolved. In fact I left the call feeling like it was my fault for not monitoring my data usage daily or for using my own modem rather than Comcast’s. I ended up going over and using up a courtesy overage. Then it happened again on Dec 5. This time I somehow blew through the 1TB in one day. I disconnected my modem @ 919gb but still manage to blow through another 163gb and reach the 1082gb mark. Haven’t had internet in my house since. I got connected with a more competent person on the security team today and he opened a case number for me. He suspects it’s my modem sending inaccurate data usage? To me it seems like the Comcast metering issue hasn’t been resolved yet with all the people here continuing to see the same issue. Apologies for the issues and the experience that you described above. The earlier Fall 2019 data issue has been resolved. Those customers were identified, contacted and credited. While not an ideal situation, this was not a large amount of customers.    In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I can see data usage from June through November averaged about 786 gb/month. As you mentioned, the December usage spike appears to be around December 5th (over 900 gb) if that helps you to track that down. Please see earlier disclaimer around data usage metering delayed by 24 hours (it's not a "real time" data meter).   I've asked a colleague to review your account and contact you directly. Thanks for your patience. ... View more

@Debbiejr wrote: My data usage soared from 385GB to over the 1024 GB limit in October and close to that in November. I work and my viewing habits did not change. I went in and picked up Xfinity box to pin down culprits. It only during my viewing habit times. Something is very wrong. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges   I've asked a colleague to review your account and contact you directly. Thanks for your patience. ... View more

@asusDev wrote: "The December data usage reports from Comcast are not accurate and off as much as 30% - 60%; even taking into account a 24-hour delay in usage reporting. As of 12/6 Comcast's Data Usage Report shows that I've used 128GB of data, my router report states 80GB of data - 60% difference. Again, these large data discrepencies did not exist in October and November. There hasn't been any firmware or hardware change on my end since July."   Monthly Usage As of December 7th: Asus Router: 118GB, Comcast 260GB.  In 24 hours, according to Comcast, I have used 130GB of data, versus 38GB reported by my router.   Can someone at Comcast help me with this issue?  @ComcastCares @ComcastDNS @ComcastVijaya   Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. Thanks for your patience.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I can see high data usage (about 130 gb) on or about December 6th.  As mentioned earlier, our data meter data is delayed by about 24 hours.     I've asked a collegue to review your account and contact you directly. Thanks for your patience. ... View more

@Marcusatx wrote: The most data I’ve ever used in a single month was close to 700 gigs and for some reason I’m over the terabyte by 40 gigs the first five days in December. It’s absolutely impossible. Nothing has changed at the house. Apologies for the issues and the experience that you described above.   In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I can see data usage from June through November averaged about 582 gb/month. The December usage spike appears to be around two days - December 2nd (550 gb) and December 3rd (450 gb) - if that helps you to track that down.  Please see earlier disclaimer around data usage metering delayed by 24 hours (it's not a "real time" data meter).    I've asked a colleague to review your account and contact you directly. Thanks for your patience. ... View more

@Rturner22131 wrote: The Data estimator app shows I should be around 623gb not 1017. Noone can yet explain how from midnight Dec 1 to 7am Dec 1st I used 47 gb of data while sleeping and everything was disconnected. Noone can explain how for November I used 1017 gb yet was in the hospital first part of the month. Despite the one response I received, my cat is Not smart enough to log into devices to connect to the internet. Comcast obviously is aware of these issues we are all experiencing yet prefers to copy and paste answers and treat each one of us as total idiots. I must agree, it is time for the BBB, State Attorney General, FCC and class action lawsuits. In my area, Comcast is a monopoly and is the only provider of high speed internet available as their competitors are not allowed to service people on my side of the street. They would be better off doing away with data caps as obviously the equipment is faulty. There are too many having the exact same issue and getting zero results. Comcast was better 20+ yrs ago when they were Road Runner.   According to our team, we did have someone reach out to you directly and recently on this.  The data on your account is indeed accurate and we informed you to re-secure the wifi if you believe that the device is being used by people other than yourself and to use the XFi app as well as the My Account section to see what devices are using what data.  Our team has confirmed that there is more than one streaming device that is currently connected. To clarify - Road Runner was a product from Time Warner and licensed to other cable operators, which may have been an earlier cable provider in your area. Comcast itself  was affiliated with the "at Home" internet service (1996-2002) and not (as far as I know) with Road Runner.        Providing some additional information, background and tips below from our team that does the data overage reviews. Customer owned devices - One example are devices like Ubiquiti uNiFi, which our team most commonly sees as an issue with data usage. The device has an internal metering system along with a periodic speed test built into it. The speed test can accrue massive amounts of data usage without reporting to its own internal metering system because it’s part of its system functions, not a device using data even though it is using data. We report its usage because we monitor for all data traffic going to and from the modem/network, not per device connected to their network. - The number and kinds of devices connected to your network matters. Suggestion is to log into your router to see and verify all the devices connected to your network" (very applicable with customer owned devices). Metering System: - Comcast does not have direct access into the metering system to the extent to be able to artificially input or output data usage results or information. Our metering system is regularly audited as well where information on it can be gathered from https://www.netforecast.com/. It includes everything from the yearly audits to how the metering system works on a technical level. This is done third party outside of Comcast.   Comcast data metering accuracy reports at the link below: https://www.netforecast.com/comcast-internet-usage-accuracy-reports/ - The metering system is delayed by up to 24 hours. "I watched my meter and it went up by 100GB in the last 3 hours and I just booted up my computer for 15 minutes!" is not accurate - the metering timeframe is not 1:1 - its delayed because it needs to validate data and remove any data that we do not count towards the metering system. This includes things like firmware updates we push out and any other possible data we may push to the network for normal operations. - Greatest opportunity with Windows 10 devices. Windows 10 has a built in data usage meter for its own data tracking per application/software used on the device for 30 days(Settings -> Network & Internet -> Data Usage tab). - Similarly could be done for other devices, ex: “Go into Netflix settings and make sure that it pauses after not watching it for a while”, etc. Overall: There is no trend or consistency indicating an issue in metering, but rather these have all been unique issues per network requiring the subscriber to troubleshoot/review their network. The common trend topic is “there is no way I can use this much data”. While the number amount of data a customer can see on the meter is more than what they know to be using, doesn’t mean it isn’t being used. Common data users: - Streaming devices left on even when TVs are turned off – continuously streaming and/or misconfigured settings on streaming devices - Data backups (including cloud backups) - Large file downloads for entertainment (video games, updates, locally downloaded movies/videos from online services, etc.) or business purposes (files of information/data for business needs, Data backups downloaded from or uploaded to, etc.) ... View more

@Shelley71 wrote: I had so many problems with xfinity's modem. I had 4 technichians come to my home and gave me answers like "Your neighbor might be making toast" "Xfinity does not guarantee WIFI" "My home was built solid" "The railing in my home might be causing the WIFI to lose connection" "Theres too much noise on the line. So I'll install a amplifier" "The amplifier should have never been used it made matters worse" "I'm at the end of the line and Internet will be slower" I could go on and on with all the excuses I've been given. After doing research on my own I decided to buy my own Modem (Xfinity approved) and Purchase WIFI boosters for my home. I have had no issues watching Netflix or using the WIFI since purchasing my own modem. However I canceled my Cable TV and My home phone and I recieve an alert that I've almost reached my 1024TB. I had no idea what that meant. I've had Xfinity for the past 12yrs and I've never had this message before. I was informed that I am using a lot more Data than in the previous months. WHY? Xfinity could not answer that. We have 2 people that live in my home. We do not do any gaming of any kind. We watch You Tube TV and Netflix and occasionally stream music. Nothing different than what we've done over the past years. I disconnected everything, changed WIFI passwords, Disabled everything that was connected to WIFI and still my Data was going up. The only thing I did different was I canceled cable and home phone. And I purchased my own modem. Xfinity is giving me the run around and telling me its not there problem and I need to call Motorella. The maker of the Modem that I purchased. But everything looks fine on their end. So why all the sudden am I having Data issues? I noticed today that an Xfinity worker was outside my home today. Why? IDK? I'm super frustrated!! I have spent countless hours on the phone with Customer care and I get no where.  Apologies for the issues and the experience that you described above.     In the interest of the customer experience, I have applied a credit to your account while our team researches your account further.   The credit will appear on your next printed statement and you can view the credit online via My Account. Thanks for your patience.   For all - the link below has some general information on how to avoid overage charges and tips to conserve data usage: https://www.xfinity.com/support/articles/data-usage-avoid-overage-charges In reviewing your account, I can see data usage growing steadily each month from July through November. The October number was close to 700 gb and November shows 1100 gb so a variance of 400 gb month over month.    I've asked a collegue to review your account and contact you directly. Thanks for your patience.     ... View more