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rpm99
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Regular Visitor

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7 Messages

Sunday, March 10th, 2024 1:45 PM

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data speed problem

I have the 20gig data plan. Last month I exceeded the 20gig limit and my speed was reduced to 3g (1.5Mbps). At the beginning this month my data limit was restored to 20gig however my data speed stayed at 3g. I have talked to customer support 3 times and they cannot fix problem. I do have ticket #.  I don't like paying for something I do not get. What is problem? Last month is the first time I have exceeded the 20 gig limit. My mobile data speed is usually 4g (25-70 Mbps)

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8 months ago

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XfinityTy

Official Employee

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376 Messages

9 months ago

Hello @rpm99! I apologize that you are experiencing issues with your internet speed. Is this regarding Xfinity Mobile service? 

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rpm99

Regular Visitor

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7 Messages

Thanks for your quick reply.

I think I figured out my problem. On my account page for xfinity mobile there is a message that I have exceeded my 20 gig limit this month and that my speed will be reduced until April 2 when I will be back at 20gig. The confusing thing is that just below this message is the display of my usage this month(Mar) which shows about 15gig. I believe that xfinity determines the data usage based on the calendar month - correct? I had a lot of usage on the 1st & 2nd of this month thinkin that this data was applied to Feb total which would of made Feb total above 20gig. As it turns out Feb was less than 20gig but usage on the 1st & 2nd made Mar exceed 20gig. If Xfinity does determine usage based on calendar month why doesn't that usage shown on my account page?  

9 months ago

0

XfinityMarcus

Official Employee

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1K Messages

@rpm99,

 I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. I would definitely recommend calling or texting 888-936-4968, or reaching out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7 to look into this further for you.

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

9 months ago

0

rpm99

Regular Visitor

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7 Messages

There is no account specific information in answering my general question about how Xfinity mobile determines data usage. Is it on a calendar month for all users? That answer will determine whether I proceed with resolution.

9 months ago

0

XfinityAirelle

Official Employee

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2.1K Messages

 

rpm99 Hi there! Your data usage is measered between the dates your billing cycle starts and ends. 

 

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

8 months ago

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