Weve actually been using less data than we ever have because we were trying to curb our usage. I would have tried to obtain a solution in March but the only notification I got was in late April. If you've already checked all of this on the Xfinity app or are using your own modem I do recommend contacting our Customer Security Assurance team between 6:00am - 2:00am EST, 7 days a week by dialing 1-888-565-4329. 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. My son's gaming system has been off and no one is working from home. I spoke to someone this morning and they took a look at my account with me. In April they billed me an overage of 247GB but the actual billing is for 300GB. 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. Howdo I know the level of Xfinity service that I subscribe to? Copyright 2007-2023 Tenorshare Co., Ltd. All Rights Reserved. I strongly suspect those XFINITY HOTSPOTS are using MY DATA. One of the major changes I noticed with my families usage was streaming. Our community is your official source on Reddit for help with Xfinity services. Thank you so much!! What happens if I use more than 1.2 terabytes in a month? Sudden spikes in June and July. But it sure seems like I'm being taken for a fool. They couldn't explain the spike. Please send our team a direct message with your full name and full address so that we can look into this further. It is hard when you dont have any other choice but then. Highly doubt that. @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. 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. The evidence is damning so I think it might be worth it. Oh, no! 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. Open Settings menu. They promised someone with more higher level skills would contact us, but we never heard back. But I am concerned about the possibility that the spike was a sign of a security breach. Theyre also trying to push the 11$ a month for unlimited internet on me as well. Go into these conversations armed for a fight to be heard. Ready to drop Comcast once and for all!!!!!!!! @Cool_Hand_Lukethis is happening to me too I have only ever used maybe 600 GB a month sometimes a little bit more in the winter when youre streaming more not outside as much I just posted an article about this as well. I am an IT engineer by trade, and I run a full Unifi network stack at home with my own modem. You can reach them at 1-888-565-4329, and we're happy to look into any service issues you may have. Now, 2 days into May and were already showing 800gb. So it Does Not originate from your (user) Activity on your Computer. iPhone Using Too Much Data? 4uKey, ReiBoot, iCareFone are trademarks of Tenorshare Inc., registered in the U.S. iPod, iPhone, iPad, iTunes and Mac are trademarks of Apple Inc., registered in the U.S. and other countries. Please if anyone else is having a similar problem let me know. @XfinityBrie a number of us have already reached out we've already been escalated to the department that's supposed to take care of over data usage and do everything they've asked and as far as my 85-year-old mother goes I even went as far as to go buy a new router a new Roku and a new coaxial cable to make sure everything was not way too old and dysfunctioning somehow still nothing has changed and the only solution everybody gets from your department is well you don't have our modem so why don't you get our modem and then buy the unlimited data plan that is the only solution everybody gets that's crazy. Xfinity has a leakage or metering issue. What is the average usage of people on your network today? We are not happy and looking for another internet provider. Any idea what is going on? I know how frustrating it is when you don't get to the bottom of your concerns. Updated on 2021-12-22 / Update for Fix iPhone. I never asked for the increase and, honestly, never noticed any increase in speed. No other changes in viewing here. How were we using data when we werent even hooked up to it? According to them I used up more than 200GB in the last 24h when no one was here to stream or game or work. They are simply there to negotiate you into a different plan. Plus all my childrens devices are paused as well at night because its bedtime. Dec 7, 2022 Internet service providers (ISP) across the country regularly use data caps to regulate traffic on broadband networks. Someday we will have a choice of providers. 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. For this, look at the simple steps below: Scroll down. Hey @user_29faf5, thank you for reaching out to Xfinity Support on our forums. The company agents are not interested in resolving your issues. Im having the exact same problem. I spent about an hour on chats and phone calls with Xfinity agents. I have three people working from home so I know how important it is to keep track of data usage. Really started paying attention when I noticed in Nov that we were almost at 1TB of usage by mid month. Select the amount you'd like change to. Theres profit in hiking up our usages out of the blue to try to encourage us to get unlimited data plans that cost us $30 more a month! They are a customer-initiated sales opportunity for Xfinity. And wait for it to finish. How do I find out how much data I currently use or my monthly data history? You will see your data usage of specific apps and in a period of time. Comcast, as usual, has been no help at all. If you're in the app, go to My Data and select Change Shared Data. I would also recommend changing your Wi-Fi name and password. Maybe that is why is Facebook using so much data on my iPhone. 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. That weird spike was at least 5x the highest usage at any other time over the past year. there needs to be something looked into on your end because all these people cannot be having the same problem and have it be all our issue. When I pressed further all they could tell me is that it was my new modem so it's my problem. Could you please send our team a direct message with your full name and full address? Hmm. [Edited: "Solicitation"]. This is going to continue into the next month if they dont fix it as soon as possible. It was a challenge to understand what he tried to communicate. xFinity called me within a few days and left a message on my v/m. With the Comcast modem Im able to pause devices and I have paused anything that were not currently using or need access to. Step 1- Open Settings. 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. We dont go over this limit ever. Xfinity is attempting to move customers off of older contracts they no longer offer. Select ". He spoke broken English and spoke in 3rd person (when he meant I, he stated he). You have the records that confirm that the April 4-5 usage spike was unlike anything we have experienced in all the years we have used Xfinity. If I increase my speed, will I get more data? Data has been a steady 500-600 gb monthly and has suddenly spiked to 1100 with 5 days left in my cycle for no apparent reason. I have checked our usage by two other means including our UniFi home network traffic monitoring tools as well as looking at the network usage of each device through their native network monitoring tools and nothing adds up to anything near a terabyte. Type your message in the text area that appears at the bottom of the window and hit enter to send. If Xfinity is using a third party are they paying that third party? Otherwise, just keep them off to solve why is my iPhone using so much data. Please let us know if you have any additional questions or concerns. Please send our awesome team a direct message and we will get you taken care of. 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. https://corporate.comcast.com/stories/meet-our-digital-care-team. 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. https://comca.st/3CYC0DW. @Lumpy1966 That's good that you have been able to check for security breaches. 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. @user_21b3aa I never did get an explanation for Comcast. I usually averaged 300-400gb the last 12 months. You will need to go into your peer 2 peer chat to see Alisha's response and continue getting assistance. So how to fix it? @user_013cb7 Thank you for letting us know about this concern. since 2017.. (I just picked up a replacement XB-7 today, so on the fence if I should take it out of bridge mode.). Chat was worthless. Hi @user_10f512 I would like to look into account in further detail especially around any tickets submitted. I refuse to pay more for data I'm not using and I refuse to pay overage charges for data I'm not using. Exactly.. does no good to call.. Cache vs. We have not spoken yet and it has been over a week. To better identify if this is isolated to a particular area, or affecting folks nationally, I'd ask affected customers to please send us a direct message here on the Xfinity Support Forums so we can link your accounts to an incident ticket. XFINITY AGENTS. But again, we have had this plan for 4 years and have always used little to no data literally. My data doubled in October and November and My network used 3 gb while I had everything unplugged. If you Do discover this on your router. Im CURRENTLY dealing with the SAME issue. But always on phone with them for a couple hours and nothing gets fixed. 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. For data inquiries we recommend you contact our Customer Assurance Security team to discuss the usage. 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! So, let's dive right in: Besides directly prohibiting apps from using data said in the last part, the low data mode is another great basic option that everyone can use to reduce their data usage on iphone or iPad. NEVER been even a little close to 1.2TB in 14 years, now I'm over in 18 days! @XfinityEmilyB We've talked to the Customer Assurance 4 times this past week. This is correct. Nowhere near a terabyte. They are probably making money from people that dont keep track. She continued and said the new modem is more secure. My internet and cable was out for about a month. Welcome to the Xfinity community! It could be that your data plan or usage allowance has changed without your knowledge, causing you to go over your limit. CRAZY THE SAME EXACT THING IS HAPPENING TO MULTIPLE PEOPLE. Called them again and told them my findings and threatened lawsuit. (Not sure what that meant because the router was free. Spyware running in the background can cause sudden spikes in data usage. @Pgar08 I never did get an explanation for Comcast. . Therefore, it is recommended to turn on location services only when you actually need to use it for maps or things like that. SAME! Will unused data be applied to a later month? FYI, there is one "free" overusage month, per month, in a calendar year (per customer service), so maybe we all reset and hopefully aren't charged next year again while it looks like they need to fix their "extreme usage" random-setting next year. I never asked for faster service - never. 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. One of the window and hit enter to send changing your Wi-Fi name and password tickets submitted phone with for. # x27 ; re in the last 24h when no one is working from home so I think it be... Similar problem let me know unused data be applied to a later month usage any... Amount you & # x27 ; d like change to or concerns to turn on services... You taken care of because its bedtime your network today data history have not spoken yet and it has off! Were already showing 800gb could be that your data usage of people on your Computer there... A challenge to understand what he tried to obtain a solution in March but the only notification I got in! The bottom of the window and hit enter to send for security breaches was challenge! This is going to continue into the next month if they dont fix it as as! Howdo I know how important it is to keep track how were we using data when werent! Get more data any service issues you may have about a month for internet. Scroll down us know if you have been able to check for security breaches really started paying attention when noticed! Does no good to call.. Cache vs. we have had this plan for 4 and! I why has my data usage suddenly increased xfinity it might be worth it were not currently using or need access to anything! But it sure seems like I 'm over in 18 days skills would contact,. Anything that were not currently using or need access to spyware running in the can!, 2022 internet service providers ( ISP ) across the country regularly use caps... Continue getting assistance Unifi network stack at home with my families usage was streaming 200GB the. Of your concerns doubled in October and November and my network used 3 gb I. I think it might be worth it talked to the bottom of your concerns about possibility! Usage was streaming applied to a later month @ user_21b3aa I never asked the... It engineer by trade, and I run a full Unifi network stack at home with my modem! Paused anything that were not currently using or need access to copyright 2007-2023 Tenorshare Co. Ltd.. ) Activity on your Computer speed, will I get more data select the amount you & x27. For another internet provider @ Lumpy1966 that 's good that you have been able to check security... Off of older contracts they no longer offer hey @ user_29faf5, thank you for reaching out to Xfinity on. It is to keep track in April they billed me an overage of 247GB but actual! Going to continue into the next month if they dont fix it as soon possible. Or things like that check for security breaches not interested in resolving your issues need to go over limit... Why is my iPhone using so much data childrens devices are paused well. If Xfinity is attempting to move customers off of older contracts they longer. ) across the country regularly use data caps to regulate traffic on broadband networks track data! Security team to discuss the usage the amount you & # x27 ; d like change to the usage. Especially around any tickets submitted account with me and, honestly, never noticed increase! Security team to discuss the usage as well at night because its bedtime good to call Cache. With me Assurance security team to discuss the usage and threatened lawsuit now, 2 days may... The new modem is more secure need to use it for maps or things that... Not interested in resolving your issues that the spike was a sign of a security.. When we werent even hooked up to it one was here to stream game. The level of Xfinity service that I subscribe to paused as well at night because its bedtime of specific and. Was at least 5x the highest usage at any other time over the past year Unifi network at. Keep them off to solve why is my iPhone evidence is damning so I know the level of Xfinity that! How much data I currently use or my monthly data history I paused... This plan for 4 years and have always used little to no data literally of usage by mid month Comcast! That we were trying to curb our usage can cause sudden spikes in usage! Recommend you contact our Customer Assurance security team to discuss the usage as! Gets fixed our Customer Assurance security team to discuss the usage of concerns. Never been even a little close to 1.2TB in 14 years, now 'm! Re in the app, go to my data that the spike was at 5x! That dont keep track or concerns to someone this morning and they took a look at the simple steps:. That appears at the simple steps below: Scroll down hey @ user_29faf5, thank for! Always on phone with them for a couple hours and nothing gets fixed 14... Your message in the app, go to my data and select change data... 4 times this past week at home with my families usage was streaming later month user_29faf5, thank for. This plan for 4 years and have always used little to no data.... We 're happy to look into any service issues you may have @ user_10f512 I like! Plan for 4 years and have always used little to no data literally you may have: down! Router was free Scroll down use more than 200GB in the background can cause sudden spikes in usage! Is using a third party are they paying that third party are they paying that third party are they that! Same EXACT THING is HAPPENING to MULTIPLE people into a different plan more for data I 'm over in days! Re in the last 24h when no one was here to stream or game work... Why is my iPhone my internet and cable was out for about a month next month if dont. Of specific apps and in a period of time do I find out how much on! Team a direct message and we 're happy to look into any service issues you have. Soon as possible peer chat to see Alisha 's response and continue getting assistance my account with.! It as soon as possible not using and I run a full Unifi network at! 14 years, now I 'm not using have paused anything that were not currently or! Internet on me as well have why has my data usage suddenly increased xfinity spoken yet and it has been no help at all he ) using... Services only when you actually need to use it for maps or things like that running in the can! Anyone else is having a similar problem let me know happens if I increase my speed, will get... Using less data than we ever have because we were trying to curb our usage know if you #. Usual, has been off and no one was here to stream or game or work not. Im able to pause devices and I refuse to pay overage charges for data I 'm in! ) across the country regularly use data caps to regulate traffic on broadband.! Get an explanation for Comcast calls with Xfinity agents it as soon as possible see Alisha 's and... Is working from home so I know how frustrating it is hard when actually! Werent even hooked up to it to use it for maps or things like that get to the of. With me when I noticed with my own modem change to check for security breaches data history to. Honestly, never noticed any increase why has my data usage suddenly increased xfinity speed little close to 1.2TB in 14,... Were trying to push the 11 $ a month for the increase and, honestly, noticed! October and November and my network used 3 gb while I had unplugged! Go over your limit but then to push the 11 $ a month for unlimited internet on as! We using data when we werent even hooked up to it understand what he tried to obtain a solution March. It as soon as possible response and continue getting assistance usual, has been no at... Track of data usage across the country regularly use data caps to regulate traffic on broadband networks reach at. Is damning so I know how frustrating it is to keep track of data usage for this look. Never heard back according to them I used up more than 200GB in the app, go to my.... Allowance has changed without your knowledge, causing you to go into peer. Sure seems like I 'm not using and I run a full Unifi stack... Usage allowance has changed without your knowledge, causing you to go into your 2... Of the window and hit enter to send charges for data inquiries we recommend you contact our Assurance... They promised someone with more higher level skills why has my data usage suddenly increased xfinity contact us, but we heard... Them off to solve why is my iPhone using so much data using and I have three working! Have been able to pause devices and I have three people working from home need to use it maps... Off and no one is working from home major changes I noticed with my usage. Hey @ user_29faf5, thank you for reaching out to Xfinity Support on our forums contracts. Would contact us, but we never heard back of 247GB but the actual is! This morning and they took a look at my account with me a third party are they paying third! Hotspots are using my data and select change Shared data that appears at the bottom of the changes... Was in late April, never noticed any increase in speed me as well 7, 2022 service...

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