They are probably making money from people that dont keep track. @XfinityDanielC Hi, there. @user_61cb1f completely agree. T-Mobile Is on my way home. We have still had any contact from anyone at Xfinity who can actually help identify the issue. I am going to a Xfinity store near me this week. Are those hotspots using MY INTERNET DATA? I know XB-3 Modems are vulnerable to a DNS Hijack . I WILL INCLUDE A BILLING FOR MY TIME IN MY LETTERS TO THE XFINITY BOARD OF DIRECTORS AND XFINITY CFO. I hope you get it sorted soon, or have other options for internet in your area. They better fix this immediately ! And yes, Xfinity has been Ignoring this issue since 2017. Thank you for getting back to us. When our children were in school online last year during height of quarantine in May our usage was only 632 GB, that was three students video conferencing at the same time with different teachers and doing all their lessons online. Go into these conversations armed for a fight to be heard. Then click the "New message" (pencil and paper) icon. If its Odd, like soandso.com This may be the Issue. The only thing that fits a pattern is that every customer who experiences a weird usage spike is told by Comcast/Xfinity that it must be something the customer did. That's about 100x our average usage over the past year. That's about 100x our average usage over the past year. I know how concerning it is to see unexpected overages and certainly not the experience we would want anyone to go through. It was a challenge to understand what he tried to communicate. If this is the case for you, then update the software. I usually only use an average of 1 or 2 gigs a month. So far in May my usage is under 200GB. This is absolute horrible! Click the "Direct Messaging" icon or https://comca.st/3I1OiPw, Click the "New message" (pencil and paper) icon. And it's 10x the previous highest usage which was when our daughter was working remotely on video projects from our house for a few weeks last summer. They have been established to ensure a safe and secure online experience for our Comcast customers. No harm in stopping in to discuss their home internet plans. Hello @AnnV8, we have received your direct message and we have also sent you a direct message reply. This needs to be dropped or I will be taking my internet somewhere else. .css-1d89nre{color:#000000 !important;background-color:!important;}.css-1d89nre:hover{color:#000000 !important;background-color:!important;}.css-1d89nre:focus{color:#000000 !important;background-color:!important;}.css-79cmum{line-height:85px !important;}Home, I have been a Comcast/Xfinity customer for over 20 years. Suddenly 2 of us (retirees) have increased data usage by 10 times! Really Xfinity. We have never been anywhere near getting to the 1.2 TB limit ever. They have yet to offer an explanation why so many people are all of a sudden experiencing similar issues with overages. The customer assurance team has no answers and no access to data usage. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. Oh and I got the streaming/gaming suggestion, as well. I called the guy back but the call went to v/m. I received an email saying I was 90% usage with about 7 days to go. I, with 4 monitoring programs including WireShark, could not find any out going data with such significance. To help conserve your monthly usage, you may want to consider the following tips: Try your Own router, and Put your Cable Modem in Bridge Mode. The data usage spiked to between 160 - 190 Mbps for eight hours. If you have questions about your services, we're here to answer them. @TR_Hou Hello! And I don't see any hopeful words about Xfinity helping with a solution. In the past Iv verified from family in other States that got infected. Scan this QR code to download the app now. Xfinity says we used more data in one day than we usually use in a month. 3 dif technicians and new wiring..a subnet mask thing was set up on my network and was promised that stuff would stop after new wiring new modem new ssid and password..the xfinity assistant won't even answer about the screenshots I took of this stuff. Hmm. The 8-hour spike has not repeated and my usage has been at the normal low levels since. November I still have about 300 gigs left to use. What's really odd is that the data usage shot up after we went to bed the evening of 4/4/2022 and then dropped right back to normal in the morning. Same issue for me. Support all iPhone models and the latest iOS 16 and earlier. - As you are typing a drop-down list appears. We want to be sure to look into this for you! Select Wi-Fi only or Off. And yes, it still shows it ugly head every time I take the modem out of bridge mode. I have never gotten close to reaching my data limit. I have not changed anything. I definitely understand how something like this would be frustrating, and we want to be sure that we provide you with the most accurate information possible when it comes down to trying to find a solution to this problem. Update: following my post to this forum, I disconnected my devices and then my modem from Xfinity. No one seems to be able to help but increase to unlimited data this is crazy! NEVER been even a little close to 1.2TB in 14 years, now I'm over in 18 days! I was shocked. Ive had xFinity for over 20 years and have never had this problem before. If so I would recommend logging into the Xfinity app to see if there are any devices connecting to your internet that don't belong to your household. I watch NetFlix and I am billed through xFinity. I have reviewed all the connected devices. To begin, please send a Direct Message with your full name and address. So I was testing my 250 mbps connection for about 20 seconds every 20 minutes, effectively downloading 625 Megabytes every 20 minutes. Just watching a movie on Netflix can use 5 gigs of data. It seems that xFinity pulled the infamous bait and switch a la internet services style. As you are typing a drop-down list appears. Last month in October our usage was 1005 GB and that was also not normal, I believe this problem has been going on for a while and its only progressively gotten worse. I am curious to see if Xfinity still shows me using data during the days I am disconnected from their cable. I appreciate your time! When I called xfinity to see if there might be an issue with them metering the new modem, they said all is working well and that no issues founded.They did see the data spike when the new modem was provision, but said that data usage was all legitimate. https://comca.st/3CYC0DW. Then search for Xfinity Support. I hope this was helpful! Sometimes you iPhone using too much data all of a sudden is not because your iPhone is actually using data, but because your iOS version is out of date and need updating to fix bugs or use the new features. Because my data usage has increased greatly since last fall, I check my data usage via the Comcast app a few times a day. Android and iPhone, Back up iOS for free, sync iDevice and iTunes, Remove Android screen passcode and Samsung FRP, Remove iTunes Backup password effortlessly, Recover WhatsApp Data from iPhone and Android, Transfer WhatsApp between Android and iPhone, by AnnaSherry Updated on 2021-12-22 / Update for Fix iPhone. Multiple scans of our computers haven't shown any infections but as long as I don't have a good explanation for the data spike, I'll continue to worry. I had several people say they were sending me the data. Taking advantage of customers, pulling scams, cramming services, etc is not allowed. The 8-hour spike has not repeated and my usage has been at the normal low levels since. It was also my husband working full-time online video conferencing and downloading and uploading files. It's no coincidence that the exact same thing is happening to so many customers and started at the same time for almost all of us. It was back when they gave 2 courtesy overage months. Our network is secure and no one else is accessing our network, as confirmed in the network admin tool. We run the same exact network setup as you, a UDM pro and UniFi switch with our own Arris modem, to track our data usage. If the particular month was a courtesy month, you'll see a usage charge that amounts to $10 for every 50GB of data you were provided will be included in the Xfinity Internet section of your bill, but you'll also see a courtesy credit for the same amount on that bill. Here's the detailed steps to direct message us: Click "Sign In" if necessary Click the "Peer to peer chat" icon (upper right corner of this page) Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list Type your message in the text area near the bottom of the window Press Enter to send your message, Yeah August has been unbelievable considering I used maybe 450--500 last month & never in a year more than 850-900 now with 5 days left n this month I'm already at 95% something is not rite! This site uses cookies. The number of customers complaining about the unsubstantiated spikes in usage is probably a very small percentage of their total customer base. Yes, you read that correctly. He informed me he had been in the country for 4 yrs and has worked for XFinity the entire time. They would be the experts in this field of concern. She continued and said the new modem is more secure. This is going to continue into the next month if they dont fix it as soon as possible. I watched more tv than ever during the past 2 years and now I'm suddenly using too much data? And I'm genuinely never one to complain about anything. Not even half the months data cap of 1000 GB (1TB). Hence A lot of Bandwidth usage. You will need to go into your peer 2 peer chat to see Alisha's response and continue getting assistance. To send a "Peer to peer" ("Private") message:Click "Sign In" if necessary Click the "Peer to peer chat" icon Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. 2. @user_d263b5 Does you Modem get disconnected randomly? I recommend downloading our app and kicking off any unrecognized devices to cut down on usage from thigs you are not aware of. There is no benefit to Xfinity in expending the cost of researching the leakage/metering issues for a small customer base or a base that has no other options. Called them again and told them my findings and threatened lawsuit. So about 1.8 gigs / hour, or 44 gigs per day. During this time my April overcharge went from 247GB to 347GB. Why did my data usage suddenly shoot up? We are now currently at nearly 1400 GB which is 170 GB over your allowed usage. For 5G cellular, go to Cellular Data > Data Mode > Low Data Mode. @XfinityBrieI did exactly that and was swiftly ignored. If you do see one you can pause it to prevent it from accessing your internet services. We are very sorry that you are not having a good experience with us but we can definitely assist you. That's the thing that worried me the most after the one-time usage spike that Xfinity was never able to explain. Our team can most definitely take a further look at this issue. You can reach them at 1-888-565-4329, and we're happy to look into any service issues you may have. Choose Delivery Optimization form the list. There was a change within Xfinity last year that caused issues with my home network which is on an older owned modem resulting in Xfinity showing an unsubstantiated usage spike. @MrWright I never did get an explanation for Comcast. They promised someone with more higher level skills would contact us, but we never heard back. I've never exceeding, then BOOM huge overage! We got hit with the same problem. With the noted increase in customers who are showing unusual trending in usage in early 2022 Xfinity needs to stop assuming the issue is customer centric and eliminate the possibility of an internal issue. I'm sorry to hear about your recent experience when you reached out to look into what is going on with the spike in your data usage on your account. I have an open ticket with the security team but they havent called me back. Last but not least, Wi-fi assist allows the smartphone to automatically use cellular data when Wi-Fi is not good enough. The 8-hour spike has not repeated and my usage has been at the normal low levels since. @user_e1c8ae Nothing so far, they keep telling everyone its on our end, its our fault because were streaming too much or playing too many games etc.
