I too have been fighting Comcast for months about data usage suddenly doubling and then staying high. This started to become a consistent issue in early 2019 where I'd routinely go over my data cap by about 100gb after being stable around 700gb prior to that. We only use the internet in the afternoons and on weekends. One person in the house is out of town 2 out of the 4 weeks every month. My router backed this up continually ending up around that same amount in the data usage meter at the end of each month, and did not climb further with the comcast meter. It had stayed roughly at that level regardless of the Comcast readings until my hand was forced to switch to you rhardware due to multiple techs/reps stating they can't help unless I use the xfi stuff. This was done on Nov 29.
As you can see after July with the exception of October our overage amount is signifant, becoming astronimical in November.
The problem could still not be diagnosed, but the overage amounts still weren't enough to justify moving to unlimited until we arrived in November where the household exceeded the limit by 661 gb. Again no usage changed to warrant such a massive increase. After reveiwing the bill in response I called one of your reps on Dec 22 to say I can't keep getting hit with these charges and I'm done being surprised by bills—lets just add the unlimited if we can take care of my $140 overages from November showing . The rep stated that seeing as I was adding this in December it should apply to my open bill for the previous month of November as those charges should show on my current bill, and no future overage charges will apply. He noted a credit should be applied to balance out those charges.
I've spoken to 3 people in the last 3 days and received zero help on the charges that I believe are the result of ongoing incorrect data usage. Oner person forwarded me to a full invoice with your data team, one stated it was after hours but he gave me his word he would resolve this issue for me by getting me the refund and returning my call the next day which he never did, and today I was told that this kind of retroactive application of a service is not permitted and the best they could do is refund me $90 of the $140 which I've tentatively accepted until a better solution can be offered.
So to summarize we've had an ongoing data issue with massive spikes since the beginning of last year with no change to usage. I've called your security team several times and they refused to help unless I moved to your hardware. I made the switch to your hardware at the request of your security team in late November and still a diagnosis could not be made. I then requested a change to unlimited to avoid surprises and was told by your rep my $140 fee should go away with this change. I have followed up with 3 reps, 1 of which never returned my call even though they stated this would be resolved, one sent me to a dead end, and one was compeltely unhelpful stating that I must have been in the wrong this entire time. It does not make sense we're using 50gb+/- of data a day when usage is limited to evenings.
@ComcastTeds please help! Ideally I'd like my massive data issues diagnosed and resolved, but at at a minimum I'd like for your company to maintain its word and remove these charges.
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