Data usage doubles with data cap over unlimited

This has been going on for over a year (of my 20 with Comcast). Data usage gets close to the TB limit so i add unlimited. So I dont have to think about it, I keep unlimited until i see that for each of the unlimited months, data is only 50%-75% of what it shows on capped months. Actual household usage is basically the same. I call and get the unlimited removed. Then, bam, next month usage is reported as much higher again. So far, I've not exceeded the cap; however, it appears I may today. I run mesh networks so can't get specific reports on usage from my router, but I've never found rogue users on my networks. If someone had been using my data, it would not have stopped on unlimited months. If the data usage showed relatively the same on capped months vs uncapped months, I wouldn't question what's going on. If we (3 people--one who never streams anything and two who stream lightly --based on info provided by Comcast on data loads) really use more than 1.2TB a month, I'd just keep unlimited. It seems as though capped data usage is somehow metered differently from uncapped data. I've read a closed forum on sudden high usage reports with no resolutions posted except for one who discovered it was an "i" (Apple) running in the background. None of those posts dealt with usage discrepancies between capped vs uncapped months. Is there anyway to check out how these discrepancies exist?

Responses

XfinityEricB

Official Employee

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1.7K Messages

3 months ago

ritchea Usage would be measured the same weather on or off unlimited. The only difference would be if charged off unlimited if you went over. I can only really give some possibilities, but without viewing what is using what there is no way to be specific. Items that boost usagage at random is possible 4K streaming vs just HD streaming. Downloading games or large updates to games can also boost usage in a specific month. I know these item boost usage in a month when other months are lower.

ritchea

Contributor

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139 Messages

I appreciate the fact that you commented, EricB. I have waited to reply because I have been keeping a daily log of posted usage on the Xfinity app. Since I started tracking on Sept 6, each day's usage was showing as expected. 9/6: 95gb--first 5 days; 9/7: 100gb; 9/8: 130gb; 9/9 171gb--a football game was streamed using 10gb beyond our average usage; 9/10: 196gb; 9/11: 213gb; 9/12: 225gb. All of these were noted in early morning (2:40AM-4:41AM). Although each specific day may not be totally precise, the next day's morning should show any unreported from the previous day.

Then, just a few hours ago on today 9/12, I happened to see that my current data usage (since a 2:28AM read of total usage of 225) showed as being 512! That is an increase of nearly 300gb over the past 10 or 11 hours. I checked our Deco mesh--no unknowns (of course I do get a message alerting me when a new device joins the network) and also very little activity. My husband sometimes streams and his device tells me how much; he did not stream at all today--and nothing yesterday. I sometimes watch YT videos (quality set at about 420) and my devices show 30gb used over the past 30 days. Our pc's show a total of less than 30GB over the past 30 days. No one else is streaming; no one plays online video games ever (this is accurate, not a fantasy). Today, in particular, has had negligible usage--much less than usual. So, when I saw the jump to 512gb about 3PM, I was shocked. I called Xfinity and the issue is being escalated.

I will continue to monitor daily.

Based on threads I've read (although I could not find the one I saw from a year or so ago that shared users' similar experiences--I believe it was on this forum, I'm still searching), this has happened before.

https://forums.xfinity.com/conversations/your-home-network/internet-data-usage-is-unusually-high/6517315f697e8c6b3445cd3e?page=2

https://forums.xfinity.com/users/615295a9dc872674e0f7a5aa

https://forums.xfinity.com/conversations/customer-service/xfinity-edited-about-my-data-usage-200-gb-in-one-week/6572676acc3f661cfc863bf6

https://www.reddit.com/r/Comcast/comments/t21mob/data_usage_scam/

2 months ago

XfinityJeniece

Official Employee

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2.4K Messages

Thank you so much for those additional details, ritchea. Have you already reached out to our Customer Security Assurance Team? They typically handle all the data disputes as they are the experts and have more information regarding the details. I know you mentioned the issue was escalated, so did you already speak with them?

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2 months ago

user_e5794d

Visitor

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38 Messages

@ritchea

Sorry to be the one to tell you but they never, ever escalated anything, you won’t get a call from anyone and every time you call or chat with XFINITY they will push you to pay the $25 extra for unlimited. Which is why XFINITY is doing this to customers in the first place!

2 months ago

user_e5794d

Visitor

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38 Messages

2 months ago

I have been through exactly what you’re describing except I am a widow and I only use one device at a time. June-649gb, July-780gb, august-934gb, September (2 days left) 1.27TB! I have not had any changes.. I don’t have anyone else on my data. I watch tv and I am being ripped off with so many others by XFINITY

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ritchea

Data usage doubles with data cap over unlimited

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