Data Usage Spike

@XfinityVictor​ We also had a huge spike in our data usage in January 2025 after data usage in 2024 averaged about 700 GB per month.  We have not changed how we were doing things in 2024. Data usage is still spiking.  We use to average about 28 GB per day and not its in the 35-18 GB.  There are many customers with the same problem.  Is anything being done?  Calling or using chat does not seem to work well.  Going to an Xfinity Store has not been successful either.  When will Xfinity get this problem fixed?  

If you are disputing data usage, I would recommend reaching out to our Customer Security Assurance Team (CSA) and they would be able to provide you with more details regarding your usage. You can reach them at their website, https://internet-security-site-web.as-g7.cf.comcast.net/help/report-abuse, or by calling in and requesting the CSA Team, 1-800-Xfinity (800.934.6489). 

Thanks for your reply!  I've thought about getting a new modem as my netgear isn't able to provide the data that I'm looking for and it's due for an upgrade.   Frustrating situation.   Greatly appreciate the feedback!

Thank you for providing your account information, I can finish verifying the account by sending a verification code. We can send it via text or email. Which would you prefer?

Please send via email.

@user_8kd2im Hello and good afternoon. I can certainly understand your concerns with a spike in your usage. I know its never fun not knowing where that spike has come from! 

As a friendly reminder, Watching 30 minutes of web/app videos uses approximately 1 GB of data. Listening to 60 minutes of streaming music for example on Pandora uses approximately 60 MB of data. Viewing 20 full-screen photos from Facebook, Instagram, Flickr or shares uses approximately 25 MB of data. Netflix estimates about 1 GB of data per hour for each stream of standard definition video, and up to 3 GB per hour for each stream of HD video.

I have a few options for you to try to obtain a resolution for this! 

Option one is to add unlimited. I have unlisted as I am not a fan of checking/monitoring usage for all my devices.  

Option two is to check all your devices and ensure all programs are closed, and all apps are logged out as apps can run in the background and continue to use data even when you do not have the app pulled up and in use.

Option three is changing your Wi-Fi password and slowing adding devices back to see which device is spiking in usage. 

Could you give those options a try?

@XfinityKei @XfinityVictor I'm having the same issue and can't get anyone to find a solution. I've reset my modem, updated my wifi name and password and the data meter still says I'm burning through my data at an alarming rate. No changes have been made to my regular uses and no new devices have been added. I'm seeing more than 4x of a spike for this month compared to my normal usage in the past YEARS. What is the solution here? Many people on this forum have reported a similar problem.

I unplugged my modem for a couple of hours and in that time the meter said I was still using data at an alarming rate. Clearly there is a technical issue that xfinity is refusing to acknowledge. 

@XfinityKei​ It's well documented that Xfinity's Data Meter can be WILDY inaccurate. The issue is not that customer devices are consuming data at alarming rates it's that the Meter is SAYING that data is being consumed at an alarming rate when it is not. Like many others, I too have had this issue pop up a couple of times where, despite no change in usage on my end, the data usage would slowly ramp up month after month (from the typical 300-400Gb up to 400-500 then next month then 500-600 the next month etc. until almost reaching 1200). Then I made a post like this (or replied to another I can't remember) and stated that if it went over the limit and I was charged any extra fee I would cancel all my services and magically it went back to normal. THEN, awhile later it went the opposite direction where it would stay at 0Gb for like the first 2 weeks of the month and then show like maybe 1Gb of usage per day for the rest of the month and finish at about 15-20Gb for the month (I have screenshots to prove this). I made a post about that to show how stupid this "Meter" is and how you absolutely CANNOT trust it.  

@user_8kd2im​ I've gone nowhere but in circles.  SUPER frustrated as we've once again gone over our 'allotment' for yet another month.  Before I cave into paying even more than I do currently, I really would like an explanation.  In this day and age, with everything being wi-fi related, it's unreal that they even have limits.  I've seen that certain states have outlawed the data limits.  Unfortunately, I do not reside in one of those states.

I am an empty nest mom who lives alone. I will have my computer on, my phone and possibly a TV. But that’s it. I have Roku on my TV and I don’t exit out of whatever I’m watching at night because I fall asleep to the TV and it just turns itself off. Could that be doing it?

Same here.  I was at 615 GB as of last March and hit a high of 1.23TB in December.....when my husband was even out of town for 3 weeks of the month and we had less usage than normal.

@user_e9us35 Our team can assist with adding on the unlimited data option to your account along with discussing options and providing insight into your recent data usage increase. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
See https://comca.st/3KQF8q9 for an example.