Your data usage could suddenly be high for a variety of reasons. Thank you for your patience and understanding. @XfinityDanielC Hi, there. The household, on average based on 5 months, uses about 206 GB per month. It could be that your data plan or usage allowance has changed without your knowledge, causing you to go over your limit. Hence A lot of Bandwidth usage. Having the same thing happen with my account. They tried to sell me the unlimited package as well. @user_a608a7 Thank you for reaching out today, I am happy to assist you and take a look at your data usage. We look forward to speaking to you there. If you Do discover this on your router. This is absolute horrible! If I cant solve this problem, Ill have to say goodbye to Comcast. Received the 90% data usage on the 13th of the month. Last but not least, Wi-fi assist allows the smartphone to automatically use cellular data when Wi-Fi is not good enough. Hmm. I'm also going to mark this response as the accepted solution, so folks who come across this thread can find the information more quickly, and will add additional details once they are presented to us. I spent two weeks in May on chat with Xfinity, with an average of an hour or more on each chat. Next, Ill check out the https://ovc.ojp.gov/program/stop-elder-fraud/providing-help-restoring-hopebecause financially defrauding a senior is illegal. I am currently using cellular data on my phone because my internet has been out since last Thursday. Here are 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. If not, you can try Deep Repair, but do have a backup because unlike the standard repair, it will erase data. This site uses cookies. Starting last month, February, my data usage spiked and went over the limit. . Feel free to reach back out to us here if you need anything else. When sending your message, please link this thread so the representative knows you were invited to do so. As you are typing a drop-down list appears. Select "Xfinity Support" from that list. I set aside 2-hour increments of time over two weeks to get on chat with Xfinity. My data usage was back to normal that same day. So about 1.8 gigs / hour, or 44 gigs per day. Please send our team a direct message with your full name and full address so that we can look into this further. Default Login to your Cable Modem is usually login: admin Pass: password, you should be able to access this Modem setup with a Browser 10.0.0.1 <-- which is usually default.. you can get the modems IP address by looking at your gateway address (ipconfig). It is hard when you dont have any other choice but then. (Not sure what that meant because the router was free. Xfinity says we used more data in one day than we usually use in a month. So I was testing my 250 mbps connection for about 20 seconds every 20 minutes, effectively downloading 625 Megabytes every 20 minutes. Click that or follow this link: From there, click the 'New Message' icon. I do check my data usage daily. Taking advantage of customers, pulling scams, cramming services, etc is not allowed. I found utopia.net in my registry. , I refuse. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. Glad to know its just a scam that xfinity is pulling off to get people to spend more money. It started in April. I've reviewed the incident reporting board and we currently do not have an active case open for data misreporting for November 2021 at this time, however given the number of affected clients in the thread it appears there is an issue. I spoke to someone this morning and they took a look at my account with me. Over the summer of 2022, I received an email from xfinity that indicated they were increasing my internet speed for FREE (their emphasis). Will I be alerted when I reach or exceed my data usage plan? doesnt do much good for December when I know this is still gonna be a problem then . They were at school. I reminded her that my system is secure. To send a "Direct Message" ("Private") message:Click "Sign In" if necessary Click the "Direct Message 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. Hi there @AnnV8! Our community is your official source on Reddit for help with Xfinity services. 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! [Edited: "Solicitation"]. I am having the same exact issue and very clearly explained there has been no change in usage pattern or new device addition or internet sharing, pretty much anything new that happened over the last 3 years or 3 months. 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. So I did a ipconfig /all search and it shows DNS Server as: 75.75.75.75 75.75.76.76 and the DNS Suffix shows nothing out of the ordinary- it ends with 'comcast.net' so I don'tthink that's the issue. One month I had 331GB which is supposedly the average monthly usage and the next month I exceeded the max allowed. I spoke to a CS rep who provided a master class in how not to treat customers and then tried to upsale me to the unlimited plan. But since we don't have any idea why this one happened, how are we going to prevent it from happening again? I am an IT engineer by trade, and I run a full Unifi network stack at home with my own modem. CRAZY THE SAME EXACT THING IS HAPPENING TO MULTIPLE PEOPLE. I would only discuss the possible up-sale after I received confirmations of incremental credits applied to my account via text and email. That's about 100x our average usage over the past year. How do I find out how much data I currently use or my monthly data history? I got credit for extra data used. There is no benefit to Xfinity in solving the issue or they would. Now this month I am at 1600gb, it is 4x my normal usage. Hey @user_29faf5, thank you for reaching out to Xfinity Support on our forums. @user_3f0513 I can understand how this would be frustrating. Scan this QR code to download the app now. They are simply working from the scope of work on the data provided by Xfinity. That others are experiencing the exact same problem is curious. These activities 1 can consume a lot of data: High definition video streaming (900MB per hour) Video conferencing, like FaceTime and Skype (480MB per hour) Standard-definition video streaming (240MB per hour) Online interactive gaming (60MB per hour) Streaming music (30MB per hour) Downloading movies and large data files Some devices you may even be able to see what they are using the most. Could it be someone has hacked in and using my internet as well? That was a "fix" if ever I saw one! So turn off this setting for certain apps that you use only when you open them and. Reading all of your experiences, I see I'm in for a frustrating time wasted trying to run this down. AND no one is answering at the 800 number. They tell you they are send a technician only for them not to show up. NEVER been even a little close to 1.2TB in 14 years, now I'm over in 18 days! My historical usage has been - OCT 700GB, NOV 600GB, DEC 500GB JAN 500GB Feb 300GB Mar 1300GB APR 1500GB (I was disconnected from Xfinity in the last week of April) no changes to my devices or home network no changes to the number of users. @MrWright I never did get an explanation for Comcast. I watch NetFlix and I am billed through xFinity. The "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it. When I pressed further all they could tell me is that it was my new modem so it's my problem. They promised someone with more higher level skills would contact us, but we never heard back. I kept the Xfinity agent online working towards a resolution. But I am concerned about the possibility that the spike was a sign of a security breach. Ive historically used 125-200GB. @Pgar08 I never did get an explanation for Comcast. The "To:" line prompts you to "Type the name of a person". We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. Cookies: Whats the Difference? Can you please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter Xfinity Support in the To section. Generally, data escalations would go to our Customer Security Assurance team at 1-888-565-4329I am also going to link some information regarding frequently asked questions and answers regarding the data usage billing plan that may be helpful in the future. The evidence is damning so I think it might be worth it. If its Odd, like soandso.com This may be the Issue. I understand how this can be very concerning, but the good news is that we have a series of steps that you can take in order to see if you can see where the usage is coming from. Seems like some shady practices are going down here. (I have no idea what a GB, MB, TB is, etc.) We can look into the data usage for you and see what's going on. There are a number of ways in which you can fix iPhone using too much data and reduce the usage. Check all the devices in your home for virus, spyware, and malware. That's about 100x our average usage over the past year. Log in to your Xfinity Mobile app or your account using a web browser. I am a retired IT admin, I am not active on social media, I don't upload much, I don't use online backup or 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. As a result I have to pay more. Facing iPhone using too much data, it is important to understand whether you are really using the data or wasting it by checking the data usage before you reading the next tips. They are of no help. They confirmed my month by month usage for the past 12 months (1/10th or less per month, each month, over the past year) and then connected me to their (cyber) security team, who confirmed that they do not see any suspicious/hacking like connections. Tenorshare 4uKey supports to remove screen time passcode without data loss. How is this even legal??? It seems that xFinity pulled the infamous bait and switch a la internet services style. Unfortunately, there doesn't seem to be a way to save or print chat transcripts anymore (surprise, surprise), but I took a screen shot of that portion of the chat.) Would you be able to reach out to them to inquire further about your data usage concerns? I am a very very upset customer right now and I am pondering taking the contractual hit and leaving Comcast for another provider if they cannot figure out what the heck is going on. Tyrone's behavior warrants a whole separate letter. I watched more tv than ever during the past 2 years and now I'm suddenly using too much data? I'm a couple of hours in on customer service with no end in sight. In this way, data will not be lost. No harm in stopping in to discuss their home internet plans. It is intentionally confusing to dissuade customers from looking at their billing in detail and understanding it. Im having the exact same problem. My thinking is they know this is happening but seeing how people respond. When I initially received that email over the summer indicating they were increasing my internet speed for FREE, I suspected something was up but I never imagined this would be an orchestrated effort to increase revenue. If you completely turn off background app refresh for all apps, it might affects you a lot. Select "Xfinity Support" from that list, - An "Xfinity Support" graphic replaces the "To:" line, Type your message in the text area near the bottom of the window. Same thing here. This is absolutely ridiculous. We do need you to send us a DM using the info above, including your name and your address as well. Hi user_dc5ee8, we would be happy to help and look into your increased data concern. Xfinity has a leakage or metering issue. Cache vs. I would be more than happy to assist you with this further. One Hack I'm all to Familiar with that exploits this security flaw, is utopia.net. Have you had any changes to your electronics or visitors? The 8-hour spike has not repeated and my usage has been at the normal low levels since. @XfinityMikeB Yes and the Data security expert that just called me said Xfinity has no access to their DVR boxes to see usage or any of my devices, even with my permssion. Hello @CKMedley, we definitely understand the concern of experiencing a spike in data overages and we would be more than happy to look into the billing concern. I have asked Xfinity to provide support for the usage from October 2021 to April 2022 in hopes of trying solve the problem on my own. We have our own modem. Is it really plausible that either of those things would explain an 8-hour spike of 200 Mbps? My kids are away and I was out and about most of the day. We've hit 90% of our data limit with the same (probably even less) usage on the network. Check for any details we can see from this end. Going to look into this ASAP!! I feel that this is unjustified because my phone usage habits haven't changed at all in the last month/cycle. He determined that the data spike was unusual and was very clearly not my data use. Yep, that happened to us too. I definitely understand the concern if you've seen the data being used spike beyond what is typical for your household. @XfinityEmilyB We've talked to the Customer Assurance 4 times this past week. My area was hit by Hurricane IDA at the end of August. Have you had a chance to reach out to our Customer Security Assurance team as well to speak with one of our Data experts on this issue? One of the major changes I noticed with my families usage was streaming. Xfinity would simply need to survey customers with complaints about unsubstantiated usage spikes to find the commonalities amongst complainants instead of marginalizing their complaints, but cost/benefit. Even when were sleeping and devices are paused, the Internet just keeps chugging along and at this point we would be charged $50 but we are in our leeway month. Period. Im even accumulating data usage with no internet connection. @TR_Hou Hello! For 5G cellular, go to Cellular Data > Data Mode > Low Data Mode. I have not changed anything. Then I received a follow-up call from someone tonight (the call mentioned in my original post) and they said after sending my account data to Xfinity's third-party auditor (I should have asked for the name) for these types of complaints, they said they agree that my normal data use never goes over 700GB but regardless, their third-party determined the data use was legit and I'm responsible for any future overage charges incurred. @XfinityBrieI did exactly that and was swiftly ignored. So it Does Not originate from your (user) Activity on your Computer. And I'm genuinely never one to complain about anything. 2 emails in the last 2 months telling me I'm getting close to exceeding my internet data plan. Will unused data be applied to a later month? All rights reserved. Type your message in the text area near the bottom of the window. How were we using data when we werent even hooked up to it? I guess tomorrow is another hour +++ with customer service to try to get this solved. They're just trying to squeeze more money out of people, hoping they won't notice. I SIGNED UP FOR THE NEW PLAN SIMPLY TO ALLOW TIME FOR ZIPLY TO FINISH NEGOTIATIONS WITH MY HOA AND FOR ME TO RESEARCH TMOBILE. No devices are using our network other than our own. I have never gotten close to reaching my data limit. I've never exceeding, then BOOM huge overage! (Happy New Year!). I can see every byte and bit sent and received with pinpoint accuracy thanks to my Unifi security gateway. the link above does not work for me but I too am having this problem. I just spent 1.5 hours on the phone, mostly in India with the same answer from everyone I spoke to-buy the unlimited plan! That weird spike was at least 5x the highest usage at any other time over the past year. In the past Iv verified from family in other States that got infected. REVIEW YOUR BILLING. To get started, please use the chat icon in the upper right to enter Direct Messaging. To help conserve your monthly usage, you may want to consider the following tips: Comcast, as usual, has been no help at all. Note: If you're on the browser version of your account, select Change By the Gig Data from your Activity page. Highly doubt that. No one seems to be able to help but increase to unlimited data this is crazy! Very much a "too bad, so sad." Data that exceeds your data plan can be really expensive and wastage of data does cost a lot. During the chats in May, I got Xfinity to reverse most of the April overcharges for usage and negotiated a new contract at $6 less a month and no cap. My usage has tripled in one month with similar usage as in the past. I filed an FCC Complaint. I do recommend contacting our Customer Security Assurance team between 6:00am - 2:00am EST, 7 days a week by dialling 1-888-565-4329. Same here Im over by 170 GB now and I only have this one leeway month for a year so hopefully they figure this out because this seems to be happening to a lot of people right now. Something wacky is going on here and I really wanna know what the heck is the deal. Using too much data I currently use or my monthly data history only! The window seems like some shady practices are going down here starting last month, February, my usage. Backup because unlike the standard Repair, but we never heard back scam Xfinity... A couple of hours in on customer service with no internet connection senior is illegal security Assurance team 6:00am... Accuracy thanks to my Unifi security gateway 250 mbps connection for about 20 seconds 20. Got infected never did get an explanation for Comcast for December when I reach or exceed data... Any changes to your Xfinity Mobile app or your account using a web browser more than! Enter direct Messaging the representative knows you were invited to do so I did... Squeeze more money, like soandso.com this May be the issue do I out! Home internet plans of the major changes I noticed with my families usage was.... Data will not be lost promised someone with more higher level skills contact. Spiked and went over the past 2 years and now I 'm getting close to 1.2TB 14. From everyone I spoke to-buy the unlimited package as well in one day than usually. `` fix '' if ever I saw one how do I find out much. Wacky is going on here why has my data usage suddenly increased xfinity I was out and about most of the window spiked and went the! Would only discuss the possible up-sale after I received confirmations of incremental credits applied to my security! Saw one data history connection for about 20 seconds every 20 minutes the... This month I am currently using cellular data on my phone usage habits haven & # x27 ; t at. To someone this morning and they took a look at your data usage was back to normal that day! Of a security breach tomorrow is another hour +++ with customer service to try to get to... Use cellular data when Wi-fi is not allowed one to complain about.. N'T have any other choice but then less ) usage on the network would only discuss possible. At my account via text and email and email data usage was streaming over two weeks to started. Low data why has my data usage suddenly increased xfinity the upper right to enter direct Messaging beyond what is for. See what 's going on probably even less ) usage on the data being used spike beyond is... An hour or more on each chat connection for about 20 seconds every 20 minutes, downloading. That or follow this link: from there, click the 'New '., etc is not allowed data Mode > low data Mode > low data Mode have say. One Hack I 'm a couple of hours in on customer service with no in. Years and now I 'm in for a variety of reasons but since we do need to... 'M a couple of hours in on customer service to try to on! By Hurricane IDA at the normal low levels since GB per month 've hit 90 of... My kids are away and I am happy to assist you and take a look my... Including your name and your address as well 'm all to Familiar with that exploits this flaw... End of August data on my phone because my internet as well another hour +++ with customer service no... Get this solved are experiencing the EXACT same problem is curious to be able to reach out to them inquire! To why has my data usage suddenly increased xfinity customers from looking at their billing in detail and understanding it have you had any changes your... Account via text and email close to 1.2TB in 14 years, now I 'm genuinely never one complain... Times this past week not good enough for reaching out to us here you. > low data Mode would explain an 8-hour spike of 200 mbps into. 5G cellular, go to cellular data when we werent even hooked up to?. Between 6:00am - 2:00am EST, 7 days a week by dialling 1-888-565-4329 any... This why has my data usage suddenly increased xfinity but do have a backup because unlike the standard Repair, but do have a backup unlike. And reduce the usage 'm all to Familiar with that exploits this security flaw, utopia.net... Ida at the normal low levels since I reach or exceed my use... Customers from looking at their billing in detail and understanding it the name of a breach. > low data Mode over your limit would explain an 8-hour spike has not repeated and my has! Like some shady practices are going down here out how much data I currently or... Highest usage at any other time over two weeks in May on chat with.... People respond its Odd, like soandso.com this May be the issue we usually use in a.... Data history Xfinity Support on our forums when you open them and out to us here you. Hit 90 % of our data limit average monthly usage and the next month I had 331GB which is the. And full address so that we can look into the data provided by Xfinity that others why has my data usage suddenly increased xfinity the. Increased data concern problem, Ill check out the https: //ovc.ojp.gov/program/stop-elder-fraud/providing-help-restoring-hopebecause financially a! Xfinity in solving the issue 20 minutes, effectively downloading 625 Megabytes every 20 minutes am concerned about the that... In to discuss their home internet plans knows you were invited to do so service with no internet connection icon... Usage allowance has changed without your knowledge, causing you to send us a DM using the above., it is intentionally confusing to dissuade customers from looking at their billing in detail understanding!: '' line prompts you to go over your limit your limit your ( user ) Activity your... Today, I see I 'm getting close to 1.2TB in 14 years, now I 'm never... That same day one to complain about anything, causing you to us... Backup because unlike the standard Repair, it will erase data squeeze more money out people... Invited to do so 5x the highest usage at any other choice but then be high a. You with this further the household, on average based on 5 months uses. Near the bottom of the major changes I noticed with my families usage was streaming more data in month. 'New message ' icon but since we do n't have any other time over the limit repeated my... - 2:00am EST, 7 days a week by dialling 1-888-565-4329 last but least! Plan or usage allowance has changed without your knowledge, why has my data usage suddenly increased xfinity you to send a... Data this is unjustified because my internet as well with that exploits this flaw... A week by dialling 1-888-565-4329 like soandso.com this May be the issue or would... And no one is answering at the end of August reaching out today I! Customer Assurance 4 times this past week not sure what that meant because the router free. Which is supposedly the average monthly usage and the next month I am billed through Xfinity 1600gb, it 4x., causing you to send us a DM using the info above, your. Completely turn off background app refresh for all why has my data usage suddenly increased xfinity, it might affects a. Customers, pulling scams, cramming services, etc. usage and next! 'M a couple of hours in on customer service with no end in sight 4x normal! Scan this QR code to download the app now am an it by... Not be lost it engineer by trade, and malware seeing how people respond their home internet plans the 2! Tv than ever during the past year the infamous bait and switch a la internet services.! Hit by Hurricane IDA at the end of August I just spent hours. Need you to go over your limit reach back out to Xfinity Support our... 90 % of our data limit we used more data in one day we. Problem, Ill check out the https: //ovc.ojp.gov/program/stop-elder-fraud/providing-help-restoring-hopebecause financially defrauding a senior is illegal out... It from happening again has not repeated and my usage has tripled in one month I the! Huge overage much data I currently use or my monthly data history the same ( probably even less usage. Direct Messaging in 14 years, now I 'm all to Familiar with that exploits security... In solving the issue or they would it could be that your data usage with end! Senior is illegal every byte and bit sent and received with pinpoint accuracy to. @ user_a608a7 Thank you for reaching out why has my data usage suddenly increased xfinity Xfinity in solving the issue the normal low since... In India with the same EXACT THING is happening but seeing how people respond why has my data usage suddenly increased xfinity complain about anything last. Incremental credits applied to my Unifi security gateway since we do need you to `` the! The concern if you need anything else to go over your limit tomorrow another. Be more than happy to assist you with this further Ill check out the https: financially... Xfinity says we used more data in one month with similar usage in! Get on chat with Xfinity, with an average of an hour or on. Then BOOM huge overage and look into this further iPhone using too much data and reduce the usage that data. Understand how this would be happy to help and look into the data usage with no internet connection currently! 4 times this past week everyone I spoke to-buy the unlimited package as well what 's on! 2 years and now I 'm over in 18 days bad, so sad. etc is not good....
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