In November, 2022, they sent me an email stating they errored and asked my forgiveness. He spoke broken English and spoke in 3rd person (when he meant I, he stated he). This guide focuses on resolving the issue of data wastage for iPhone users, mentioning various methods to fix iPhone using too much data. Support all iPhone models and the latest iOS 16 and earlier. After the three weeks, I asked Xfinity to provide me a list by day/hour of my usage. There is absolutely no way. Hi @user_10f512 I would like to look into account in further detail especially around any tickets submitted. Looked back at other months and went from using roughly 600-800 GB per month up until May to well over 1.1TB from June forward (peaking at 2.3T in Aug! Im a senior citizen so that adds another level to the xfinity abuse. Yes, you read that correctly. I refuse to pay more for data I'm not using and I refuse to pay overage charges for data I'm not using. With the Comcast modem Im able to pause devices and I have paused anything that were not currently using or need access to. Or, the cramming scam where they load up customers with services then slap them with fees. That was a "fix" if ever I saw one! I definitely understand the concern if you've seen the data being used spike beyond what is typical for your household. Note: If you're on the browser version of your account, select Change By the Gig Data from your Activity page. Never in my life have I considered complaining to the FCC but Xfinity isn't taking accountability for issues they're responsible for. I ignored the problem since Id never had any problems before and thought it was just probably another error on their part. Step 1- Open Settings. @user_5223f6 Are you using a modem that you rent from us or are you using a modem that you purchased? I spent about an hour on chats and phone calls with Xfinity agents. All rights reserved. So, let's dive right in: Besides directly prohibiting apps from using data said in the last part, the low data mode is another great basic option that everyone can use to reduce their data usage on iphone or iPad. He informed me he had been in the country for 4 yrs and has worked for XFinity the entire time. Security said bluntly "I will fix it" and wouldn't elaborate. Ready to drop Comcast once and for all!!!!!!!! My viewing habits are the same as theyve always been. This happened to me 3=4 years ago when it was easier to get someone live on the phone. My usage has tripled in one month with similar usage as in the past. They only give you one leeway month in 12 months. Just adding another what the [EDIT] is happening to this thread. The data usage spiked to between 160 - 190 Mbps for eight hours. @user_61cb1f completely agree. , I've done research on several forums and it appears to be a common issue as of late. I am an IT engineer by trade, and I run a full Unifi network stack at home with my own modem. No other changes in viewing here. FYI, there is one "free" overusage month, per month, in a calendar year (per customer service), so maybe we all reset and hopefully aren't charged next year again while it looks like they need to fix their "extreme usage" random-setting next year. Hours of Operation: 6:00 AM 2:00 AM ET/Seven days a week. Open Settings. Here's the detailed steps to direct message us: Click "Sign In" if necessary Click the "Peer to peer chat" icon (upper right corner of this page) Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list Type your message in the text area near the bottom of the window Press Enter to send your message, Yeah August has been unbelievable considering I used maybe 450--500 last month & never in a year more than 850-900 now with 5 days left n this month I'm already at 95% something is not rite! Something wacky is going on here and I really wanna know what the heck is the deal. If xFinity strongly suspects someone is hacking into modems, why dont they allow us to see which device is using data? Xfinity phone and chat are not there for you. I had to pay more money for unlimited because of the lack of assistance and when I did call 2-3 times after asking for a supervisor, I was told someone would call me back. If you're in the app, go to My Data and select Change Shared Data. Chat was worthless. By continuing to use this site you agree to our use of cookies A Quick Check to see if your cable modem has this, ( specifically the utopia.net version): In Windows, Do a Registry Search for utopia.net -regedit.exe Select top of hierarchy (computer) then Edit/Search menu. Why does Comcast not help with this?? @user_013cb7 Thank you for letting us know about this concern. 500GB worth? To send a "Peer to peer" ("Private") message:Click "Sign In" if necessary Click the "Peer to peer chat" icon Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. Nowhere near a terabyte. I would highly recommend speaking with our Customer Security Assurance (CSA) team. If I cant solve this problem, Ill have to say goodbye to Comcast. Yes, I could change the password again. So I was testing my 250 mbps connection for about 20 seconds every 20 minutes, effectively downloading 625 Megabytes every 20 minutes. This is absolutely ridiculous. Why don't you explain to us all what the problem is so we can solve it? There's a Security Flaw with their Modems since 2017 . He finished installing my new modem and left. He determined that the data spike was unusual and was very clearly not my data use. The household, on average based on 5 months, uses about 206 GB per month. Go to Settings > Accessibility > Motion. The location services could keep on using mobile data in the background to locate where you are. In the month of my trying to get my issue resolved, I think I am down to two possible options. This site uses cookies. Also take Note of Connection-specific DNS Suffix. Absolutely nothing has changed in our house. CRAZY THE SAME EXACT THING IS HAPPENING TO MULTIPLE PEOPLE. I'm sorry to hear about your recent experience when you reached out to look into what is going on with the spike in your data usage on your account. As you are typing a drop-down list appears. 750 GB over out of nowhere! "You could upgrade to our unlimited data plan to avoid overage charges!" At the end of October I started receiving texts stating I had used 75% of my data. There has been no changes whatsoever in my house. Is it really plausible that either of those things would explain an 8-hour spike of 200 Mbps? I just spent 1.5 hours on the phone, mostly in India with the same answer from everyone I spoke to-buy the unlimited plan! I spent two weeks in May on chat with Xfinity, with an average of an hour or more on each chat. For example, you can change the High Quality on Cellular Streaming to Off or High Efficiency in Apple Music so it will use less data to play the music. So turn off this setting for certain apps that you use only when you open them and. They are probably making money from people that dont keep track. @user_3f0513 I can understand how this would be frustrating. Our data usage is still being grossly inflated by 5 times our actual usage. If it is on, then toggle off the apps that is unnecessary to run in the background. Errors and leakage do occur. An "Xfinity Support" graphic replaces the "To:" line. Hmm. Not even half the months data cap of 1000 GB (1TB). We have not added any new devices and have changed passwords, etc. Type your message in the text area near the bottom of the window. The third party would be working from a statement of work and would not dig further into the source of the inquiries in this forum. He sent me a screenshot of my user name and password. This hijack Originates from a Low Network level on Xfinity's Network. I've recorded 2gb used in the last 15 minutes(screenshots on my phone) while not doing anything involving the internet. The data usage spiked to between 160 - 190 Mbps for eight hours. How were we using data when we werent even hooked up to it? They just try to upsell me to unlimited data service, which I will not do. Download the latest iOS firmware package. Xfinity engages with third parties for some of their stores as well. - An "Xfinity Support" graphic replaces the "To:" line. The third party Xfinity references in this forum as confirming usage can only complete analysis on the data provided to them by Xfinity garbage in/garbage out. Please select the chat icon in the top right-hand corner. I have reviewed all the connected devices. Reading all of your experiences, I see I'm in for a frustrating time wasted trying to run this down. So if this goes on again next month in December I will be charged $50 for overusage which is basically the same as me paying for my current internet plan, which is only at $60! We have not spoken yet and it has been over a week. We dont even stream at night anymore we only watch our DVDs and our Blu-rays!! The 8-hour spike has not repeated and my usage has been at the normal low levels since. But I am concerned about the possibility that the spike was a sign of a security breach. 2. How is this even legal??? Please feel free to send me a Peer to Peer message! THIS IS HOPEFULLY MY LAST CONTRACT WITH XFINITY. Xfinity is attempting to move customers off of older contracts they no longer offer. I do check my data usage daily. Go to Settings > App Store > Video Autoplay. Or click here. We can help with technical issues, general service questions, upgrades & downgrades, new accounts & transfers, disconnect requests, credit requests and more. SAME! Edit: Profanity Violation - Xfinity Forum Acceptable Use Policy. Then search for Xfinity Support. If you think that an app is unnecessarily using too much data, you can toggle it off, so this app will now never use your mobile data and will only work on Wi-Fi. I have been with Comcast/Xfinity for YEARS. All usage is based off what is being used in the home, this includes active use devices and those connected in the background. They were at school. I understand how this can be very concerning, but the good news is that we have a series of steps that you can take in order to see if you can see where the usage is coming from. Hello @AnnV8, we have received your direct message and we have also sent you a direct message reply. And yes, Xfinity has been Ignoring this issue since 2017. They don't want to admit that something is wrong on their end. Thank you for reaching out to us here through our Xfintiy forums to discuss your data usage. I discovered that my kids were pretty much living on YouTube or streaming music constantly which accounted for quite a bit of our data. He took a screenshot of my USER NAME and PASSWORD home with him! I would recommend reaching out to our specialized Customer Security Assurance (CSA) team at 1-888-565-4329 from 6:00am - 2:00am EST, 7 days a week. I have checked our usage by two other means including our UniFi home network traffic monitoring tools as well as looking at the network usage of each device through their native network monitoring tools and nothing adds up to anything near a terabyte. Copyright 2023 Tenorshare Co.,Ltd. Now we can discuss the main topic here. I CAN NOT GET THE MONTH I SPENT ON YOUR COMPANY BACK SO YOU DO NOT GET TO TAKE ANY CREDIT HERE. 2 emails in the last 2 months telling me I'm getting close to exceeding my internet data plan. Xfinity, in some communities, has a monopoly in that they are the only provider available. The "To:" line prompts you to "Type the name of a person". Welcome to our community forum, @user_ea7712! They can be reached at 1-888-565-4329. What's worse than iPhone using too much data is that iPhone data is not working at all. I am going to a Xfinity store near me this week. And calling customer service does nothing as they blame it on the customer. So it can cause iPhone using too much data. Step 2 - In settings open Connections. I am a very very upset customer right now and I am pondering taking the contractual hit and leaving Comcast for another provider if they cannot figure out what the heck is going on. I usually averaged 300-400gb the last 12 months. Ive historically used 125-200GB. I know you mentioned having a ticket opened. @XfinityDanielC Hi, there. This needs to be dropped or I will be taking my internet somewhere else. My data usage was back to normal that same day. Good morning! I know how frustrating it is when you don't get to the bottom of your concerns. I guess tomorrow is another hour +++ with customer service to try to get this solved. I'm already being charged $70 over right now(Sept. 25). Because I knew what family and friends were paying for Xfinity internet only I kept negotiating to the lowest number I had. The Comcast guy who came out to repair things took out some kind of filter thing, but that has not helped, our Internet is still going up by at least a gigabyte an hour, even when were sleeping for eight of those hours. How to Stop It. Welcome to the Xfinity community! Were you able to work this out with Comcast? Im CURRENTLY dealing with the SAME issue. Hi there @AnnV8! Our network is secure and no one else is accessing our network, as confirmed in the network admin tool. What's the 1.2 Terabyte Internet Data Usage Plan? Starting last month, February, my data usage spiked and went over the limit. For 5G cellular, go to Cellular Data > Data Mode > Low Data Mode. ), which was mind boggling to us since we hadn't really done anything different. If the test is internally consistent, an optimistic respondent should generally give high ratings to optimism . Some devices you may even be able to see what they are using the most. Here's the detailed steps to direct message us: Click "Sign In" if necessary Click the "Peer to peer chat" icon (upper right corner of this page) Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list Type your message in the text area near the bottom of the window Press Enter to send your message. Sudden changes can definitely be worrisome and I'd love to help. xFinity called me within a few days and left a message on my v/m. What's really odd is that the data usage shot up after we went to bed the evening of 4/4/2022 and then dropped right back to normal in the morning. I found utopia.net in my registry. Look at your own system Xfinity!!!! But always on phone with them for a couple hours and nothing gets fixed. I know XB-3 Modems are vulnerable to a DNS Hijack . If you do see one you can pause it to prevent it from accessing your internet services. I have included their contact information in this response. this seems extreme even when a few of us are on devices. @Taylordt - Not crazy, but an obvious, deliberate attempt by Xfinity to get customers to pay for a more expensive package. Once I called them out on it the usage went back to normal. My area was hit by Hurricane IDA at the end of August. What's really odd is that the data usage shot up after we went to bed the evening of 4/4/2022 and then dropped right back to normal in the morning. If you cannot come up with a real explanation, then I would like a promise that if we exceed our limit this month, we not only won't be charged for an overage this time, but we will retain our allowance for an overage in the future. I got an alert this month that Im exceeding my 1225GB plan. How would a customer know that they are charged extra for this channel but not every other channel on their line-up? https://comca.st/3DbG8SJ. Very frustrating when the company won't supply you with a phone number and won't take responsibility for internal issues. This is absolute horrible! And you know if this many people are complaining about it in this forum (and other forums I've found), you can extrapolate that Xfinity is doing it to thousands of customers. Same problem on my side. Thank you for bringing this to our attention! iPhone using a lot of data all of a sudden is annoying for everyone. this is clearly a problem they refuse to acknowledge for financial reasons. Hate to hear that you have had a spike in usage, are you using our Xfinity App to track active devices on your network? To begin, please send a Direct Message with your full name and address. Thank you for bringing this to our attention through this thread on our Forums! Or even look into it. Now over 700 at the 19rh of Dec. My usage doubled one month and when I called to inquire about it, I was told it could be my smart tv and gaming systems downloading updates in the background. I havent been home much this month. November I still have about 300 gigs left to use. If the particular month was a courtesy month, you'll see a usage charge that amounts to $10 for every 50GB of data you were provided will be included in the Xfinity Internet section of your bill, but you'll also see a courtesy credit for the same amount on that bill. Please send us a direct message with your full name and address to begin. REVIEW YOUR BILLING. You can reach them at 1-888-565-4329, and we're happy to look into any service issues you may have. Dont worry, we have you covered with great tips to reduce your data usage or wastage in this article. When I finally got my bill this week from Xfinity for April, Xfinity indicated usage over the cap of 247GB but they charged me for 300GB. That or they know the issue cost/benefit. i have reported this to the FCC. AND no one is answering at the 800 number. To send a "Peer to peer" ("Private") message:Click "Sign In" if necessary Click the "Peer to peer chat" icon Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. Nowhere near a terabyte. I am currently using cellular data on my phone because my internet has been out since last Thursday. Our normal data usage is around 500gb/month and in April it exceeded 1500! If you have questions about your services, we're here to answer them. That weird spike was at least 5x the highest usage at any other time over the past year. Open Settings menu. There is no benefit to Xfinity in solving the issue or they would. In the 'To' field, type 'Xfinity Support'. Period. I have worked for a number of companies that provide data usage to customer. Hi, @user_a93608! The techs Don't seem to understand whats going on they dont even have a clue. I hope google is dealing with it because it is very disappointing, and since we're getting abusively charged for the data reported by google, it sounds like a future class action. @Pgar08 I never did get an explanation for Comcast. Select "Xfinity Support" from the list. Here is a link where you can review recently monthly usage. Even if you're not actively watching online content, the device could still be streaming, which counts toward your data usage. I dont know how anyone would know. My thinking is they know this is happening but seeing how people respond. I hope this was helpful! Have you had a chance to reach out to our Customer Security Assurance team as well to speak with one of our Data experts on this issue? Our data usage skyrocketed in November above our average of 900-1000gb to over 1700gb. Part 1: How to Check Data Usage on iPhone, Part 2: 7 Tips to Solve iPhone Using Too Much Data, Bonus: How to Fix iPhone Data Not Working with ReiBoot, Tenorshare ReiBoot - Best iOS System Recovery Software, How to Fix iPhone Cellular Data Says No Service in iOS 16/15, How to Fix Cellular Data Not Working After iOS 16/15 Update, How to Recover iPhone Data without Backup in iOS 15. We look forward to speaking to you there. Given that Ive never exceeded 250GB in a month before this has to be wrong. But again, we have had this plan for 4 years and have always used little to no data literally. (Yes, that was sarcasm.) When I pressed further all they could tell me is that it was my new modem so it's my problem. I would only discuss the possible up-sale after I received confirmations of incremental credits applied to my account via text and email. It is hard when you dont have any other choice but then. These stores cannot talk to you about your billing etc. I have checked our usage by two other means including our UniFi home network traffic monitoring tools as well as looking at the network usage of each device through their native network monitoring tools and nothing adds up to anything near a terabyte. I strongly suspect those XFINITY HOTSPOTS are using MY DATA. I called the guy back but the call went to v/m. They are simply there to negotiate you into a different plan. We have security software and have our network secured. I am currently on hold with the number given to me for data usage questions and figured I would post here too. send us a direct message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. Good afternoon! Comcast, as usual, has been no help at all. The 8-hour spike has not repeated and my usage has been at the normal low levels since. I had several people say they were sending me the data. Business Hours:8:00am - 12:00am EST, 7 days a week. Please let us know when you have been able to contact them for further assistance.. This is especially the case if you are unaware of where it goes. I'm 71 and have an adult daughter living with me. @Lumpy1966 That's good that you have been able to check for security breaches. hope someone can help / look into, investigate. Multiple scans of our computers haven't shown any infections but as long as I don't have a good explanation for the data spike, I'll continue to worry. I SIGNED UP FOR THE NEW PLAN SIMPLY TO ALLOW TIME FOR ZIPLY TO FINISH NEGOTIATIONS WITH MY HOA AND FOR ME TO RESEARCH TMOBILE. Modems, why dont they allow us to see what they are charged for... Using and I really wan na know what the problem is so we can solve?. English and spoke in 3rd person ( when he meant I, he he... Also sent you a direct message with your full name and address to begin, please send us a message... Constantly which accounted for quite a bit of our data usage is around 500gb/month and in it! Couple hours and nothing gets fixed and for all!!!!!!! ) team know what the [ EDIT ] is happening to MULTIPLE people for certain apps that you only... I strongly suspect those Xfinity HOTSPOTS are using my data use our through... What family and friends were paying for Xfinity internet only I kept negotiating to the FCC but is. Hours on the customer usage questions and figured I would only discuss the possible up-sale after I received confirmations incremental., 2022, they sent me a screenshot of my user name password... Information in this article Hours:8:00am - 12:00am EST, 7 days a.! Data in the home, this includes active use devices and I really wan na know what the is. My usage has been Ignoring this issue since 2017 credits applied to my account via text email! 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Financial reasons wastage in this response they are the same as theyve always.!