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user_4bgdou
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Thursday, September 12th, 2024 1:49 AM

3rd attempt home internet usage

Hoping this post doesn’t get “deleted” due to a mysterious error as soon as I attempt to hit submit. Looking for reasons as to why our internet usage has gone from roughly 750GB per month to 1.56TB with absolutely no major changes to our day to day usage. We have been with xfinity for about a year with minimal issues but this random unexplainable spike in internet usage is quite frustrating. I’ve read previously that Xfinity meters are prone to glitches. Even with attempting to limit our data usage this month we are already at 485GB this month and it’s only 11 days into the month. No way the meter is correct and we plan to plug our own router in so we can track the usage ourselves. What do I do with that information once I have it to ensure Xfinity fixes this issue so we no longer have to add this phantom stress to our life. 
Also I can’t add any tags as that dumps me out of the page and throws an error code. Hopefully this can be fixed as wel. 

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2 months ago

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XfinityRaf

Official Employee

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591 Messages

2 months ago

Good evening @user_4bgdou. For data usage issues, we recommend reaching out to our security team for further assistance. Head over to https://internetsecurity.xfinity.com/help/report-abuse to find their contact information and hours of operation. 

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user_4bgdou

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@XfinityRaf​ How does this issue fall to security? When it seems like the meter is incorrectly determining data usage? I've checked all devices connected to the network, and none of them as suspicious. Our usage habits have not changed, yet our data usage has almost doubled according to Xfinity's meter. This seems like an equipment issue.

(edited)

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2 months ago

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XfinityArmand

Official Employee

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1.9K Messages

No worries @user_4bgdou!  Issues with internet and data usage can be an equipment issue, however this can become a security issue if this is a constant issue where you know you, or your at home equipment are cause of the usage.  We can definitely take a closer look into this for you.  Please feel free to shoot us a DM with your details so that we can get started.

 

To send a "direct message" / "private message" message to Xfinity Support:

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 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • 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

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2 months ago

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