Your colleague did reach out to me by, I appreciate you helping set that up.
However, they basically reiterated the same points the past three (3) people I have spoken to and that Comcast continually says there is no issue on their party and repeat the same script:
1. Change wifi password
2. Check for Malware/Run Antivirus software
3. Check for snagged downloads/cloud syncing
4. Check how much you're actually streaming/using data by installing your own data monitoring devices/software.
I checked this morning, Comcast reports that I am now at 1114 GB.
So from the morning of 2/21 to the morning of 2/25 (4 days) I've used 177 GB? Thats ~45GB a day which is about 15hrs/day of HD streaming? I'm not even awake 15 hrs a day on the weekend.
My biggest gripe with your representatives responses are #4. I have downloaded/installed data tracking software. My issue is I brought up the fact that what if a scenario occurs where my data tracking differs from Comcast's data usage meter? Your representative basically said they cannot take that data and we're basically back to this issue. There is no point in tracking our own data if it ends up having a discrenpancy to Comcast's data usage meter because Comcast said they won't even consider it.
Like I said, I'm the most egregious data user in the home and even then I roughly average 250-300 GB/month per my Windows data usage meter. I don't see how we've never gotten close to 1TB in 5+ years up to Oct 2019, and now Nov 2019 we suddenly use ~2x the amount each month are increasing each month in data use.
All I'm asking is to take a deeper look at my data usage meter in my area around those times. Or if you're able to pinpoint days or anything that would cause that spike in November and then a continual high usage read despite no change in our usage habits.
And I really do not appreciate the constant attempts to push me towards paying an additional $50/month for unlimited data or the condescending tone regarding "courtesy months" or "crediting me back" as if that is why I am calling. As I have reiterated previously, I do not care for either as our normal use would never reach these limits anyways and has never been an issue prior to Nov 2019.
For February MTD, I am seeing 1102 gb used so far. There was higher than normal usage on or about 2/2 (120 gb), 2/15 (70 gb), 2/16 (112 gb) and 2/17 (80 gb). The rest of the month is showing fairly consistent usage at 60 gb/day or less.
Sharing the dates if that helps you figure this out from a device or usage or user standpoint.
January data usage was at 973 gb. There was some "higher than your normal monthly usage" on or about 1/4 and 1/5 (55 gb/each day), 1/14 (75 gb), 1/20 (60 gb) and 1/29 (50 gb).
December data (930 gb for the month) shows higher than your usual usage on 12/25 (80 gb) and 12/26 (97 gb).
Please note - - 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.
The suggestion of using your own data meter (or the Windows 10 tool outlined earlier) may help you track down which devices connected to your network are using the most data (smart TVs, mobile device, gaming system, security system, refrigerator, thermostat, laptop, etc). I can share that we did see a lot of spikes in usage around the same time of the launch of Disney Plus in November. Any/all streaming TV services will also use data, especially in HD or 4K playback modes.
I would like to know where you are pulling these numbers from? Thin air? Why does the customer not have access to this sort of information? All I can see is a graph that has no numerical reference, just zero and very high... Which tells me absolutely nothing. We're just supposed to take your word for it? I can make up numbers too...
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