Unknown cause of High Data usage

On 4/18/2025 my data at 9amCST was 633gb and by 7pm I got email saying I've used 75% of data, I chatted with tech support about it and they said it was error in system and was being worked on would be fixed within hour and real data usage would be back, that never happened I then talked on phone about same thing and the technician said they were seeing the high usage of data coming in and I verified with him that there were no devices connected to the modem router. I was on phone with him for 53mins and he told me he fixed issue and the data usage would go back to where it should be. Nothing has yet happened, my data at time of this posting is 1080gb. I messaged chat for them to pull up chat transcript to verify what was spoken but nothing.

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XfinityMarcus

Official Employee

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1.4K Messages

3 days ago

user_09w2be thank you for using the Xfinity Community Forums page to reach out today. Staying on top of your data usage is very important. If you are noticing usage that you feel is not being accurately reflected, we recommend getting in touch with our Customer Security Assurance team to report it. You can reach them using this hyperlink.

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user_09w2be

Visitor

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3 Messages

@XfinityMarcus I've read up on other cases of sudden high data usage and the user being told to report it to security assurance just to be told that if they don't have Xfinity property modem there's nothing they can do. So what will they do in my case? I monitor my data via the Nighthawk app and checking Xfinity app daily

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3 days ago

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XfinityRay

Official Employee

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2.7K Messages

Our Customer Security Assurance team can further investigate this no matter the modem type you use, user_09w2be. I have seen in some instances where a technician is sent out to verify the data usage that is being seen in our systems. That team handles all data usage concerns and are the correct route to go with this. We encourage you to reach out and speak with them at your earliest convenience.

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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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3 days ago

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user_09w2be

Visitor

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3 Messages

@XfinityMarcus that hyperlink don't work, is there a phone number I can call

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12 hours ago

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XfinityRay

Official Employee

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2.7K Messages

Thanks for letting us know, user_09w2be. That team recently had a website update. This is the new link to their contact us page.

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.
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11 hours ago

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BruceW

Gold Problem Solver

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26.3K Messages

3 days ago

@XfinityMarcus wrote: "... You can reach them using this hyperlink. "

No, we cant. Once again, an employee has posted a web address the is only accessible to employees with access to Comcast's internal, private Intranet, and NOT available to customers. Perhaps the employee meant to post the page located at https://spa.xfinity.com/?

If you get a "Bad Request Request Header Or Cookie Too Large" message on that link, try logging in using a Private/InPrivate/Incognito window, or clearing the browser's cache and cookies.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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Customer Service

user_09w2be

Unknown cause of High Data usage

XfinityMarcus

user_09w2be

XfinityRay

user_09w2be

XfinityRay

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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