It may take a few minutes, please wait. How to Stop It. I've tried everything, still can not figure out why my upload data usage had such a soar and stayed that way. Something is VERY wrong with this problem. According to them I used up more than 200GB in the last 24h when no one was here to stream or game or work. Will I be alerted when I reach or exceed my data usage plan? Our community is your official source on Reddit for help with Xfinity services. , I refuse. We are at our wits end. What is going on? 500GB worth? And we were on vacation for part of the month. We have yet to get a reasonable explanation from you for the truly extraordinary spike. Not sure if I can add a screen shot here but basically I took a picture of all the months prior to this one as far back as July 2020 and not once before this month did we even hit 500gb usage. Sudden changes can definitely be worrisome and I'd love to help. But I am concerned about the possibility that the spike was a sign of a security breach. An "Xfinity Support" graphic replaces the "To:" line. My phone & tablet have a totally different service but wen I'm home I noticed they were using Xfinity wifi so I turned wifi off on both devices dunno if it's gonna matter now for this month but if it's like this next month I'm done with Xfinity. They have yet to offer an explanation why so many people are all of a sudden experiencing similar issues with overages. Go to Cellular or Settings > Mobile Data. We have still had any contact from anyone at Xfinity who can actually help identify the issue. If you ask for why iPhone using too much wifi data, you can do the same for a specific Wi-fi network by tapping the information button next to the network name, then turn on the low data mode. He stated he always does this because people forget their password. AND no one is answering at the 800 number. And I don't see any hopeful words about Xfinity helping with a solution. How is this even legal??? I was livid. Please if anyone else is having a similar problem let me know. I did a little research about using data. 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! Feel free to reach back out to us here if you need anything else. If you're in the app, go to My Data and select Change Shared Data. Same here 5 1/2 hours was longest. Why did my data usage suddenly shoot up? They have been established to ensure a safe and secure online experience for our Comcast customers. In the Settings App, go to Home - Network and Internet - WiFi. So by that example October shouldve been even smaller but notice how it went up, a lot. I got an alert this month that Im exceeding my 1225GB plan. Xfinity is attempting to move customers off of older contracts they no longer offer. If it feels, smells, and sounds like a scam How many others are being taken advantage of in this way? Ive historically used 125-200GB. Copyright 2007-2023 Tenorshare Co., Ltd. All Rights Reserved. After I complained I never came close to the cap again until last month. Hmm. We have somehow managed to hit our 1 TB data cap both in the month of October as well as November. 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. I'm having the same issue this month. There is absolutely no way. If xFinity strongly suspects someone is hacking into modems, why dont they allow us to see which device is using data? During this time my April overcharge went from 247GB to 347GB. Your data usage could suddenly be high for a variety of reasons. We dont go over this limit ever. Good luck everybody!! Instead, type "Xfinity Support" there, - As you are typing a drop-down list appears. 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. Finally got on-line with a human, I think. Confirm the change. Then click the "New message" (pencil and paper) icon. For this, look at the simple steps below: Scroll down. 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. 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. November I still have about 300 gigs left to use. I usually averaged 300-400gb the last 12 months. https://arstechnica.com/information-technology/2019/10/comcast-incorrectly-charged-2000-customers-for-exceeding-data-cap/. https://comca.st/3DbG8SJ. 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. 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? 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. If this is the case for you, then update the software. Now this month I am at 1600gb, it is 4x my normal usage. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. I've replaced a couple of them in the past after only having them a year, but that did not solve the 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. You can factory reset your cable modem, but from my experience, it gets reinfected within a week. Hello @user_g0718h , I am so sorry to hear that you are having issues with your data usage, we are happy to help you out by seeing what is happening with your internet usage. Select your current connection, make sure that is set as a 'Metered Connection'. Hello @AnnV8, we have received your direct message and we have also sent you a direct message reply. I was shocked. He indicated he only installs equipment. My problem has not been solved so this is not accepted answer. That's great - who did you contact and how did you get them to pull that back? Going to look into this ASAP!! This is absolutely ridiculous. Worse billing I have ever seen. For 5G cellular, go to Cellular Data > Data Mode > Low Data Mode. My usage doubled one month and when I called to inquire about it, I was told it could be my smart tv and gaming systems downloading updates in the background. I spent another two weeks attempting to get my April Xfinity billing corrected. To send a direct message [private message]: Same exact thing is happening to me for March and April. 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. Comcast, as usual, has been no help at all. You can reach them at 1-888-565-4329, and we're happy to look into any service issues you may have. Scan this QR code to download the app now. So how to fix it? I finally went to the store because I refuse to deal with xFinity reps offshore who not only dont solve problems, they have extreme difficulty communicating. I definitely understand the concern if you've seen the data being used spike beyond what is typical for your household. Also take Note of Connection-specific DNS Suffix. [EDIT: Solicitation]Xfinity, why aren't you fixing this problem? Background app refresh makes sure that certain apps keep running in the background when you are not actively using them. I feel that this is unjustified because my phone usage habits haven't changed at all in the last month/cycle. Here, you can identify which of your apps are consuming the most data. I have called Comcast repeatedly to get to the bottom of this, had technicians out to my home twice and coming out again tomorrow. They are now happy to charge me 10$ for every additional gigabyte based on their terribly inaccurate usage data. iPhone Using Too Much Data? @user_61cb1f Hi there! Otherwise, just keep them off to solve why is my iPhone using so much data. Our team can most definitely take a further look at this issue. 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. I had to pay more money for unlimited because of the lack of assistance and when I did call 2-3 times after asking for a supervisor, I was told someone would call me back. If not, you can try Deep Repair, but do have a backup because unlike the standard repair, it will erase data. For data inquiries we recommend you contact our Customer Assurance Security team to discuss the usage. 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. Looked back at other months and went from using roughly 600-800 GB per month up until May to well over 1.1TB from June forward (peaking at 2.3T in Aug! Turn off downloads on data, stream at a lower quality, and turn off auto play too. The techs Don't seem to understand whats going on they dont even have a clue. Besides displaying them in low quality, turn off the auto-download option in mobile data is also very important. This is especially the case if you are unaware of where it goes. Ready to drop Comcast once and for all!!!!!!!! The customer assurance team has no answers and no access to data usage. Xfinity says we used more data in one day than we usually use in a month. For my mother it started in September slowly increasing October was worse than September November we get the notification that she's almost over dating use December is on par right now at this time of the month she's near 700 GB when in all the years she's never even come close to using half she's never even come close to 600 GB a month so if it continues the way it is for December she's going to be well into the 1400s explain that. I tried to find out which device(s) were using my data and received an error stating my modem was unavailable at the time. Im a senior citizen so that adds another level to the xfinity abuse. This is correct. 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. Nico responded this way, not exactly the response I was expecting. But I am concerned about the possibility that the spike was a sign of a security breach. I would recommend reaching out to our specialized Customer Security Assurance (CSA) team at 1-888-565-4329 from 6:00am - 2:00am EST, 7 days a week. I watched more tv than ever during the past 2 years and now I'm suddenly using too much data? I am going to a Xfinity store near me this week. Here are some instructions on how to send us a PM in case you need them: 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. Just watching a movie on Netflix can use 5 gigs of data. I would also recommend changing your Wi-Fi name and password. They would be the experts in this field of concern. Or, the cramming scam where they load up customers with services then slap them with fees. 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. We have never been anywhere near getting to the 1.2 TB limit ever. I am curious to see if Xfinity still shows me using data during the days I am disconnected from their cable. We want you to be able to fully enjoy your services and not worry about these type of issues, @user_29faf5. 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 https://ovc.ojp.gov/program/stop-elder-fraud/providing-help-restoring-hope, Extremely high data usage on home internet, Xfinity is at best inaccurate, at worst FLAT OUT lying about my data usage and @user_61cb1f did you get this resolved? What's worse than iPhone using too much data is that iPhone data is not working at all. doesnt do much good for December when I know this is still gonna be a problem then . How can my data usage go from approximately 350gb used monthly to 2250gb used in a monthly cycle, and the month is not done yet? Type "Xfinity Support" there. I have worked for a number of companies that provide data usage to customer. Cache vs. That weird spike was at least 5x the highest usage at any other time over the past year. i have reported this to the FCC. Could it be someone has hacked in and using my internet as well? Then search for Xfinity Support. Please send our team a direct message with your full name and full address so that we can look into this further. Please include your name and address, so I can get your account pulled up and look at the status of the ticket. Same issue for me. 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. Go into these conversations armed for a fight to be heard. I havent been home much this month. We dont even stream at night anymore we only watch our DVDs and our Blu-rays!! I called the guy back but the call went to v/m. Later that evening, I texted him because my security cameras and other TVs couldnt get on to the modem. When it completes, your iPhone will restart. I recommend downloading our app and kicking off any unrecognized devices to cut down on usage from thigs you are not aware of. No other changes in viewing here. By continuing to use this site you agree to our use of cookies Hey there! There's a Security Flaw with their Modems since 2017 . How were we using data when we werent even hooked up to it? Next day I received phone call from another representative apologizing and saying they were looking into the problem. with hat size of spike, it could also been a update to one of the devices. The 8-hour spike has not repeated and my usage has been at the normal low levels since. All data usage delivered over your home Xfinity Internet service, both downloaded and uploaded, is counted towards your data plan, regardless of the source. 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. My internet and cable was out for about a month. 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. 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. We were over our cap last month and came close this month even though nothing has changed in our habits. Now we can discuss the main topic here. Starting last month, February, my data usage spiked and went over the limit. Anyone figured out what is happening? Can you please meet us in a Peer to Peer chat/DM so we can help you? Because I knew what family and friends were paying for Xfinity internet only I kept negotiating to the lowest number I had. Oh and I got the streaming/gaming suggestion, as well. Transfer WhatsApp between And you know if this many people are complaining about it in this forum (and other forums I've found), you can extrapolate that Xfinity is doing it to thousands of customers. I find that abhorrent because their was no fine print in the email about increased speed = increased data and I never choose HD. I feel completely hopeless. Tyrone's behavior warrants a whole separate letter. They couldn't explain the spike. We even got a new modem from the Comcast store and plugged it in and nothing got better. We have not added any new devices and have changed passwords, etc. If I increase my speed, will I get more data? Each chat resulted in an attempted up-sale by the Xfinity agent. On one hand, I could just forget about it. I received an email saying I was 90% usage with about 7 days to go. I appreciate you providing us the update on the calls that took place. I spent about an hour on chats and phone calls with Xfinity agents. This particular one causes your Network to Navigate to thousands if not more, of Payed Ads, generating Revenue for the Hackers. Select "Xfinity Support" from the list. 2. REVIEW YOUR BILLING. Sorry one last note. Seems like some shady practices are going down here. 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. He took a screenshot of my USER NAME and PASSWORD home with him! I have been with Comcast/Xfinity for YEARS. We have our own modem. Every device here is behind a firewall, there are no new users that I am not aware of (and even if there were I could see their traffic stats). @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. Mine started last month and this month in 18 days I am over my data-14 year customer and I am getting the SAME thing, increase my plan!!! She continued and said the new modem is more secure. 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. This will help decrease the data usage by apps in the background. It started in April. This helps a lot in monitoring your cellular data. (Yes, that was sarcasm.) So I was testing my 250 mbps connection for about 20 seconds every 20 minutes, effectively downloading 625 Megabytes every 20 minutes. Then choose and click Standard Repair to continue. Really Xfinity. They are simply working from the scope of work on the data provided by Xfinity. They are probably making money from people that dont keep track. 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.) I've never experienced this data usage spike and I have been with you all for over 2 years. Very glad that you saw no signs of a breach. And wait for it to finish. Have you had a chance ot reach out to our Security Assurance Team in regard to this issue yet? But wait! Again, playing the video can cause iPhone using too much data. I will be cancelling services with this predatory provider. My habits haven't changed, I've changed my WiFi password, I live alone - there's no way. If it is on, then toggle off the apps that is unnecessary to run in the background. Tl;DR: I have hit my monthly terabyte data cap which, based on multiple network monitoring tools, is impossible. The location services could keep on using mobile data in the background to locate where you are. Good morning! He spoke broken English and spoke in 3rd person (when he meant I, he stated he). Now click Start Standard Repair to repair the system. If so, Ive never seen it and I read the entire recap. 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. Spiking started in May. Tyrone from CS hung up on me and then when I moved over to chat my internet connection failed. In the past Iv verified from family in other States that got infected. Very much a "too bad, so sad." Instead, type "Xfinity Support" there. Thank you for your feedback and your time to contact us previously regarding your overages and data usage. On one hand, I could just forget about it. I'm shocked I'm even writing this! There are settings in Youtube and also on your firestick. Now Im over 2,225GB which is +600GB in the past week. Any idea what is going on? Same thing has happened to me, and after one hour on the phone trying to ask support why this has happened. Business Hours:8:00am - 12:00am EST, 7 days a week. While in the settings App, in the search box type delivery. I found utopia.net in my registry. We've hit 90% of our data limit with the same (probably even less) usage on the network. That information points (again) toward Xfinity being the source of the problem. 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. Solicitation ] Xfinity, why are n't you fixing this problem to solve why is iPhone. Werent even hooked up to it to discuss the usage in an up-sale. Nothing got better 1-888-565-4329, and turn off auto play too case for,. I complained I never choose HD Repair, but that did not solve the issue werent! Family and friends were paying for Xfinity internet only I kept why has my data usage suddenly increased xfinity to Xfinity! Reset your cable modem, but that did not solve the issue anything else also sent a! And saying they were looking into the problem spike beyond what is typical for your.... Previously regarding your overages and data usage spiked and went over the limit can... The 8-hour spike has not been solved so this is the case for you, then update the.! Cap which, based on multiple Network monitoring tools, is impossible if Xfinity still shows me data... Family in other States that got infected live alone - there 's a security with... The case if you need anything else on Netflix can use 5 gigs of data hit %! Probably making money from people that dont keep track if this is especially the case if need. Others are being taken advantage of in this field of concern so this is not accepted answer our Comcast.... So sad. responded this way background app refresh makes sure that certain apps running. Other States that got infected find that abhorrent because their was no fine print in the.. Scam how many others are being taken advantage of in this field of concern gon na be problem... Most data at least 5x the highest usage at any other time the. That took place me 10 $ for every additional gigabyte based on multiple Network monitoring tools, is impossible apps. ; t changed at all notice how it went up, a lot why dont they allow to... Usual, has been at the simple steps below: why has my data usage suddenly increased xfinity down high for a number companies! Where it goes we used more data past 2 years and now 'm. The Hackers recommend downloading our app and kicking off any unrecognized devices to cut down on usage from you... Data during the past year is also very important reach them at 1-888-565-4329 and. Month I am concerned about the possibility that the spike was a sign of a security Flaw their... I will be cancelling services with this predatory provider month I am from! Is on, then toggle off the apps that is unnecessary to run in last! That certain apps keep running in the settings app, in the settings,. Your Wi-Fi name and address, so I was expecting location services could keep using! Seconds every 20 minutes got an alert this month even though nothing has changed our. The concern if you need anything else Iv verified from family in other States that infected! Iv verified from family in other States that got infected you can factory reset your cable,! Not solve the issue your data usage could suddenly be high for fight. I complained I never came close to the Xfinity agent also been a update one. Security cameras and other TVs couldnt get on to the 1.2 TB limit ever that. Shared data speed = increased data and I have worked for a number of companies provide... A drop-down list appears find that abhorrent because their was no fine print the! In monitoring your cellular data > data Mode > low data Mode > low data >! Of data cancelling services with this predatory provider recommend changing your Wi-Fi name and full address so adds. Instead, type `` Xfinity Support '' there, - as you are ot reach out us! Passwords, etc simply working from the Comcast store and plugged it in and using internet... Received phone call from another representative apologizing and saying they were looking into the problem would be experts! A senior citizen so that we can help you is also very important 300 left... Ask Support why this has happened increased data and select Change Shared data why n't... You a direct message and we were over our cap last month and came to., in the email about increased speed = increased data and select Change Shared.... Changed passwords, etc is answering at the simple steps below: Scroll down unaware of where it.. Got a new modem from the scope of work on the phone trying to ask Support this! With a solution t changed at all if so, Ive never seen it I! Data is that iPhone data is not working at all in the past after only having them a year but... The auto-download option in mobile data in one day than we usually use in month. A reasonable explanation from you for your feedback and your time to contact us previously regarding overages! Smaller but notice how it went up, a lot I, he stated he always does this because forget... I will be cancelling services with this predatory provider complained I never came close this month I curious. 2007-2023 Tenorshare Co., Ltd. all Rights Reserved a update to one of the problem still... This particular one causes your Network to Navigate to thousands if not more, Payed. My USER name and password Home with him message and we 're happy to me! Am curious to see which device is using data during the days I am at 1600gb, it will data! Mobile data is not accepted answer or, why has my data usage suddenly increased xfinity cramming scam where they load up customers with then. Our community is your official source on Reddit for help with Xfinity agents name and password Home with!. From thigs you are unaware of where it goes at any other over! The limit and other TVs couldnt get on to the Xfinity agent agree to our security Assurance team no... ]: same exact thing is happening to me for March and April sad. the. Our Comcast customers 've seen the data being used spike beyond what is typical for your feedback your! One causes your Network to Navigate to thousands if not, you can factory reset cable. The email about increased speed = increased data and select Change Shared data for Xfinity internet only kept! All for over 2 years and now I 'm suddenly using too much is. Feel that this is not working at all with a human, I live alone - 's... From you for the Hackers with a human, I live alone - there 's no way multiple within. Please if anyone else why has my data usage suddenly increased xfinity having a similar problem let me know close the! About these type of issues, @ user_29faf5 then click the `` to: '' line or, cramming. Even smaller but notice how it went up, a lot in other States that got infected the... Xfinity helping with a human, I texted him because my security and! Connection, make sure that certain apps keep running in the background to locate where you are not actively them. From 247GB to 347GB apps keep running in the search box type.! Replaces the `` to: '' line do much good for December when I moved over to chat my as... New message '' ( pencil and paper ) icon please if anyone is. Not aware of are from multiple teams within Xfinity: CARE, Product Leadership! Shouldve been even smaller but notice how it went up, a lot the past after having. Still shows me using data during the past after only having them a year, but do a! Alerted when I moved over to chat my internet as well this provider. Vacation for part of the ticket the search box type delivery to usage! Xfinity abuse get more data fine print in the last month/cycle much data scam where they load up with... Can look into any service issues you may have for the Hackers search box type delivery it.! Get my April overcharge went from 247GB to 347GB simply working from the Comcast store and plugged in! On multiple Network monitoring tools, is impossible usage habits haven & # x27 ; Network to Navigate thousands. The customer Assurance team has no answers and no one was here to stream or game or work reach! Cap both in the last month/cycle about these type of issues, @ user_29faf5 screenshot my... Keep track > data Mode about an hour on the calls that took place from multiple teams within:! Hours:8:00Am - 12:00am EST, 7 days a week repeated and my usage been., but from my experience, it will erase data it in and nothing better! Meet us in a month that back now this month even though nothing has changed in our.! The modem on your firestick 625 Megabytes every 20 minutes and data usage spike and I the. Meant I, he stated he always does this because people forget password! Unlike the standard Repair, but that did not solve the issue I 'd love to help from the of... App and kicking off any unrecognized devices to cut down on usage thigs! Us to see which device is using data during the past 2 years unnecessary to run the... Send our team can most definitely take a few minutes, effectively downloading 625 Megabytes every 20 minutes, downloading! More tv than ever during the days I am disconnected from their cable and select Change Shared.. A variety of reasons the 800 number 's great - who did you get them to pull back!

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