Visitor
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2 Messages
data usage spike
I’m posting here because I’m really frustrated and wondering if anyone else has dealt with something similar.
Starting in April, our Xfinity data usage suddenly spiked out of nowhere. Our household normally uses around 500GB a month, but in April Xfinity reported 3345GB of total usage, with 2116GB counted as overage. Support told me the biggest spike happened over just 3 days, but they could not tell me what device actually used that data. If 2116GB of overage really happened in just 3 days, that works out to about 705GB per day, which is far beyond normal household use and would usually require something like nonstop multi-device 4K streaming for hundreds of hours.
That’s what makes this so hard to accept. Our internet habits did not change at all. We’ve been using the internet the same way as always. I also checked the connected devices and did not find anything suspicious or any unknown devices. On top of that, the usage we can see on our own devices does not come close to matching what Xfinity is claiming.
I told them I do not believe this reflects our actual usage and asked whether they could remove this month’s overage charges and restore the courtesy adjustment that was used in April. I also asked whether there could be a proper investigation into what is actually causing this issue. Instead, I was told that this month’s overage charges would still apply, and the only solution offered was upgrading to unlimited.
Has anyone else run into this kind of issue? Were you able to get it meaningfully investigated?
XfinityFrank
Official Employee
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2.3K Messages
3 days ago
Hi there, @user_7amm42. Thanks for reaching out to us here on the Community Forum. Using more data than expected can certainly be a surprise. It is true that we do not track the devices that use the data or what the data was used for, just that it was used. We would recommend you check the devices that have access and make sure they are all recognized and update your WiFi password if you are seeing any you don't. If you are using one of our gateways, directions are located here : https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi. We also see many cases of spikes in data when folks are restoring a system back up from the cloud or installing a lot of large items like games on a PC or gaming console. Not saying that is the case here, but something to consider if you have gamers in the home. Let us know if any of this advice helps in your situation. We also do include unlimited data in our newer plans. Did you want us to review your rates to see if that makes sense for you?
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