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rjdefran
1st Topic
1st Reply
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7 Messages

Friday, February 14th, 2025 1:08 AM

Data usage incorrectly showing "0 GB" for the last three months

Since November of 2024, I've lost the ability to monitor my data consumption. Both the Xfinity app and the web page shows that I've used 0 data, which is obviously incorrect.

This same issue happened --and was resolved by Comcast-- a bit over a year ago (details here: https://forums.xfinity.com/conversations/customer-service/internet-data-usage-stuck-on-zero/6531b14177679f48f5baae0a). It's now happening again.

I need someone at Comcast to fix this again, please.

--Rufo

Question

 • 

Updated 

2 days ago

54

3

0

XfinityBrianH

Official Employee

 • 

1.2K Messages

2 months ago

 

rjdefran Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

1

0

rjdefran

7 Messages

Thank you @XfinityBrianH. I just sent the DM.

--Rufo

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2 months ago

0

Rogmill1

Visitor

 • 

1 Message

1 month ago

I have the same issue. January and February 2025 both show zero. 

1

0

XfinityEricB

Official Employee

 • 

2K Messages

 

Rogmill1 I would be happy to look into why your data usage is showing incorrect. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. 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

Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

0

bent27

2 Messages

2 days ago

Hi, I also have this exact problem since February 2025. Do I also need to resolve this through a Direct Message?

3

0

XfinityRaul

Official Employee

 • 

1.8K Messages

Hello, @bent27. I appreciate you making us aware your data usage is not appearing since February. I would be more than happy to help figure out a solution to this problem you're experiencing. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance uninstalled the app and then download it again on your phone? How about using a different browser, have you tried that?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 days ago

0

bent27

2 Messages

Thanks Raul, my Xfinity data usage shows 0 GB in both my desktop browser (Chrome) when I go to https://customer.xfinity.com/#/devices#usage, and it also shows the same info in the Xfinity mobile app (Android). Since I see the same problem on a computer browser, I haven't tried uninstalling my mobile app because I don't think it'll fix it. I've also power off and turned back on my personally-owned modem and router, and that hasn't triggered it to track data usage again.

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2 days ago

0

XfinityRaul

Official Employee

 • 

1.8K Messages

@bent27 I appreciate you troubleshooting on your own. I would like to take a look at your account to see what we can do to fix this data usage issue you're experiencing. Please send a direct message by clicking the 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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

2 days ago

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