And wait for it to finish. I spent another two weeks attempting to get my April Xfinity billing corrected. 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.) 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. Click the "Direct Messaging" icon or https://comca.st/3I1OiPw, Click the "New message" (pencil and paper) icon. I am also experiencing this issue. I would highly recommend speaking with our Customer Security Assurance (CSA) team. I still can't figure out why I use so much data. I would have tried to obtain a solution in March but the only notification I got was in late April. Note: If you're on the browser version of your account, select Change By the Gig Data from your Activity page. I was livid. My usage has tripled in one month with similar usage as in the past. Will unused data be applied to a later month? Xfinity says we used more data in one day than we usually use in a month. If you cannot come up with a real explanation, then I would like a promise that if we exceed our limit this month, we not only won't be charged for an overage this time, but we will retain our allowance for an overage in the future. We can look into the data usage for you and see what's going on. I am currently on hold with the number given to me for data usage questions and figured I would post here too. 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. I found utopia.net in my registry. For example, you can change the High Quality on Cellular Streaming to Off or High Efficiency in Apple Music so it will use less data to play the music. How do I find out how much data I currently use or my monthly data history? What is the average usage of people on your network today? We have our Customer Security Assurance team for this exact purpose. That's great - who did you contact and how did you get them to pull that back? If it finds it, then yea that's what's chewing up your bandwidth. Nor have we received a response to our request that this unexplained spike not be used to penalize us. Can you please meet us in a Peer to Peer chat/DM so we can help you? I'm having the same issue this month. Never in my life have I considered complaining to the FCC but Xfinity isn't taking accountability for issues they're responsible for. And I don't see any hopeful words about Xfinity helping with a solution. @XfinityDanielC Hi, there. Could you please send our team a direct message with your full name and full address? This is absolutely ridiculous. @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. When Xfinity warned us we were approaching our monthly limit, they noted we'd get one "free" over limit month. iPhone using a lot of data all of a sudden is annoying for everyone. Please let us know if you have any additional questions or concerns. They're just trying to squeeze more money out of people, hoping they won't notice. Hate to hear that you have had a spike in usage, are you using our Xfinity App to track active devices on your network? Seems like some shady practices are going down here. @user_61cb1f completely agree. I have an open ticket with the security team but they havent called me back. I had several people say they were sending me the data. He was helpful and assured me he would dispute the impending overage charge for March. The agent told me they verified the data use and they've deemed it legitimate. She said they hear that a lot. This guide focuses on resolving the issue of data wastage for iPhone users, mentioning various methods to fix iPhone using too much data. Then click the "New message" (pencil and paper) icon. These stores cannot talk to you about your billing etc. , I refuse. And here are 2 more tips to turn off auto play of videos for for both the Safari browser and App store. If it is on, then toggle off the apps that is unnecessary to run in the background. That's just what you did even to a customer who had disconnected his modem to guarantee that he wasn't using the data you claimed he was. REVIEW YOUR BILLING. Instead, type "Xfinity Support" there. Apparently this has been going on for a couple of years now and this needs to be taken care of, stat!! aka Command: ipconfig /all, Or Xfinities: 75.75.75.75 75.75.76.76 (Im not sure of they have more). [Edited: "Solicitation"]. I am having the same problem. Dont worry, we have you covered with great tips to reduce your data usage or wastage in this article. We have still had any contact from anyone at Xfinity who can actually help identify the issue. Chat was worthless. This was Jan 10th. this seems extreme even when a few of us are on devices. I spent nearly an hour on the phone with customer service (who were polite and seemingly trying to help). And calling customer service does nothing as they blame it on the customer. Otherwise, just keep them off to solve why is my iPhone using so much data. Instead, type "Xfinity Support" there, - As you are typing a drop-down list appears. These two issues can be fixed by iOS repair tool - Tenorshare ReiBoot. . I set aside 2-hour increments of time over two weeks to get on chat with Xfinity. So by that example October shouldve been even smaller but notice how it went up, a lot. If I am billed for NetFlix, why arent I given notice when I switch over? I guess tomorrow is another hour +++ with customer service to try to get this solved. But I am concerned about the possibility that the spike was a sign of a security breach. Same thing if happening to me this month. Xfinity has a leakage or metering issue. If you Do discover this on your router. Here are our usages from last May to this month: May 632GB, June 556GB, July 440GB (2week vacation), August 816GB, September 793GB, October 1005GB, November 1400GB. Thank you for your patience and understanding. Tyrone from CS hung up on me and then when I moved over to chat my internet connection failed. 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. Or even look into it. To send a Private Message, please click on the link https://comca.st/3rsEI2i to initiate a live chat. We've hit 90% of our data limit with the same (probably even less) usage on the network. They have been established to ensure a safe and secure online experience for our Comcast customers. Thank you for bringing this to our attention! Pop in utopia.net and see if it finds it. Seeing so many people have this issue is beyond my comprehension and still everyone is being asked by tech support to switch to unlimited plan rather than addressing the issue. @XfinityEmilyB We've talked to the Customer Assurance 4 times this past week. This Post Describes the Symptoms Of this type of Hijack. Please select the chat icon in the top right-hand corner. She escalated to IT who was supposed to call me back but never did. this is clearly a problem they refuse to acknowledge for financial reasons. He indicated he only installs equipment. Could it be someone has hacked in and using my internet as well? Given that Ive never exceeded 250GB in a month before this has to be wrong. This is for a week and a half of usage. Go to Settings > Accessibility > Motion. Also take Note of Connection-specific DNS Suffix. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. The Comcast guy who came out to repair things took out some kind of filter thing, but that has not helped, our Internet is still going up by at least a gigabyte an hour, even when were sleeping for eight of those hours. Period. @user_d263b5 Does you Modem get disconnected randomly? Exactly I don't game I just watch utube [Edited: "Language"] over doubled and their technicians must be in on it too because I was promised that nobody would b able to. Hi there @AnnV8! Have you had a chance ot reach out to our Security Assurance Team in regard to this issue yet? We are not happy and looking for another internet provider. 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! My kids are away and I was out and about most of the day. Open Settings. I don't game, and hardly stream, so that doesn't hold water. I would be more than happy to assist you with this further. Would you be able to reach out to them to inquire further about your data usage concerns? Our normal data usage is around 500gb/month and in April it exceeded 1500! Howdo I know the level of Xfinity service that I subscribe to? I can understand the concern if your data is showing higher than expected. Now Im over 2,225GB which is +600GB in the past week. Try your Own router, and Put your Cable Modem in Bridge Mode. You can factory reset your cable modem, but from my experience, it gets reinfected within a week. 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 have called the regular customer service number, they will never admit that there could be a problem on their end. 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. The data usage spiked to between 160 - 190 Mbps for eight hours. It started in April. Some devices you may even be able to see what they are using the most. Same is happening to me right now. Exactly.. does no good to call.. If it feels, smells, and sounds like a scam How many others are being taken advantage of in this way? I have included their contact information in this response. In this way, data will not be lost. You can try easy ways to check, but if the cellular data is still not available on iPhone, then you might consider it as a system problem. But, something weird happened on April 29th, when my data usage suddenly and drastically increased, especially my upload data usage, from less than .5GB/day to more than 7GB/day, and stay consistent. 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! Same thing here. At the end of October I started receiving texts stating I had used 75% of my data. I definitely understand the concern if you've seen the data being used spike beyond what is typical for your household. I guess I should have? Why did my data usage suddenly shoot up? No devices are using our network other than our own. I never asked for faster service - never. This is absolute horrible! 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 security software and have our network secured. I know XB-3 Modems are vulnerable to a DNS Hijack . I am detaching my modem from the cable outlet tomorrow. We are currently over on our data usage. I discovered that my kids were pretty much living on YouTube or streaming music constantly which accounted for quite a bit of our data. Copyright 2023 Tenorshare Co.,Ltd. This is correct. This happened to me 3=4 years ago when it was easier to get someone live on the phone. Oh, no! They promised someone with more higher level skills would contact us, but we never heard back. Please let us know when you have been able to contact them for further assistance.. I received an email saying I was 90% usage with about 7 days to go. It was a challenge to understand what he tried to communicate. Step 3 - Then tap and open Data usage. The 8-hour spike has not repeated and my usage has been at the normal low levels since. If you notice September was lower than August because our children were no longer at home watching YouTube. I appreciate your time! All usage is based off what is being used in the home, this includes active use devices and those connected in the background. 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. Suddenly 2 of us (retirees) have increased data usage by 10 times! Its been a week. 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. 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. Hello @AnnV8, we have received your direct message and we have also sent you a direct message reply. 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. 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. Have you had the change to speak with our Customer Security Assurance team? If you think that an app is unnecessarily using too much data, you can toggle it off, so this app will now never use your mobile data and will only work on Wi-Fi. The app is also helpful if you see devices that don't belong to your household you can pause them to prevent them from accessing your internet and using data. 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? That or they know the issue cost/benefit. Im experiencing this exact same problem right now. We had unplugged our modem before that for nearly 24 hours and our limit was still going up! 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. Having the same thing happen with my account. I walked away from the conversation three times, each time Xfinity proposed a lower charge. 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. Log in to your Xfinity Mobile app or your account using a web browser. Ive had xFinity for over 20 years and have never had this problem before. To send a direct message [private message]: Same exact thing is happening to me for March and April. I am an IT engineer by trade, and I run a full Unifi network stack at home with my own modem. Each chat resulted in an attempted up-sale by the Xfinity agent. Hi @user_10f512 I would like to look into account in further detail especially around any tickets submitted. It can refresh the content and notify you the newest messages when you turn on Wifi or mobile data. If this is the case for you, then update the software. We got hit with the same problem. @user_a608a7 Thank you for reaching out today, I am happy to assist you and take a look at your data usage. xFinity called me within a few days and left a message on my v/m. 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. I never had checked my usage before and this was in October. Now, 2 days into May and were already showing 800gb. 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. Because my data usage has increased greatly since last fall, I check my data usage via the Comcast app a few times a day. 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. Very much a "too bad, so sad." To get started, please use the chat icon in the upper right to enter Direct Messaging. @user_013cb7 Thank you for letting us know about this concern. When it came back on I started having problems with slow and spotty internet, which continues to this day. CRAZY! As a result I have to pay more. iPhone Using Too Much Data? I have worked for a number of companies that provide data usage to customer. They couldn't explain the spike. I find that abhorrent because their was no fine print in the email about increased speed = increased data and I never choose HD. Also, I tried to do the search for utopia.net and I don't think it's on my computer. Our team can most definitely take a further look at this issue. If I increase my speed, will I get more data? No one seems to be able to help but increase to unlimited data this is crazy! 750 GB over out of nowhere! It is hard when you dont have any other choice but then. 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