@user_d263b5 Does you Modem get disconnected randomly? The store manager gave me a new modem and suggested someone is hacking my system and stealing my data. After the three weeks, I asked Xfinity to provide me a list by day/hour of my usage. Here, you can identify which of your apps are consuming the most data. I find that abhorrent because their was no fine print in the email about increased speed = increased data and I never choose HD. - An "Xfinity Support" graphic replaces the "To:" line. But wait! I would be more than happy to assist you with this further. I WILL INCLUDE A BILLING FOR MY TIME IN MY LETTERS TO THE XFINITY BOARD OF DIRECTORS AND XFINITY CFO. @Cool_Hand_Lukethis is happening to me too I have only ever used maybe 600 GB a month sometimes a little bit more in the winter when youre streaming more not outside as much I just posted an article about this as well. Hours of Operation: 6:00 AM 2:00 AM ET/Seven days a week. Select "Xfinity Support" from that list. Meaning, I'm responsible for paying whatever overage charges I receive. Same thing if happening to me this month. Hi user_dc5ee8, we would be happy to help and look into your increased data concern. Go to Cellular Data and then turn on Low Data Mode option here. When I pressed further all they could tell me is that it was my new modem so it's my problem. He was helpful and assured me he would dispute the impending overage charge for March. Fix this problem now! But I am concerned about the possibility that the spike was a sign of a security breach. Now, 2 days into May and were already showing 800gb. During this time my April overcharge went from 247GB to 347GB. Were looking into other providers! 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. Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily. Xfinity says we used more data in one day than we usually use in a month. Type your message in the text area that appears at the bottom of the window and hit enter to send. https://arstechnica.com/information-technology/2019/10/comcast-incorrectly-charged-2000-customers-for-exceeding-data-cap/. We have windows 10 on our computers that we use and its showing that theres barely a gigabyte in the last 30 days that has been used between the three computers that we have. Learn more about what counts towards your data plan. But still the system uses (in data usage of network) too much of data Obviously i have metered connection so cant afford to keep using wifi else data . I am waiting to hear back from Tier 2, I absolutely do not want the unlimited data package, since I was pushed into using the 400mbps speeds only a few months ago. Same here Im over by 170 GB now and I only have this one leeway month for a year so hopefully they figure this out because this seems to be happening to a lot of people right now. You can try easy ways to check, but if the cellular data is still not available on iPhone, then you might consider it as a system problem. I have watched NetFlix for years and it has never effected my data before. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. Exactly.. does no good to call.. https://comca.st/3CYC0DW. Now this month I am at 1600gb, it is 4x my normal usage. Anyone figured out what is happening? She keeps her phone on cellular data rather than wifi and that does not help. Tyrone's behavior warrants a whole separate letter. This is happening to us as well! (Happy New Year!). Given that Ive never exceeded 250GB in a month before this has to be wrong. Xfinity engages with third parties for some of their stores as well. They couldn't explain the spike. Also take Note of Connection-specific DNS Suffix. Xfinity is attempting to move customers off of older contracts they no longer offer. Here are some instructions on how to send us a PM in case you need them: 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. Then you can check if the iPhone using too much data has been fixed. In this way, data will not be lost. And wait for it to finish. xFinity called me within a few days and left a message on my v/m. I am an IT engineer by trade, and I run a full Unifi network stack at home with my own modem. I reminded her that my system is secure. We seem to be having the same issue many others had in November 2020. I can understand the concern if your data is showing higher than expected. Any other ideas of what might be making my data go crazy? I used 4.9 gigs of data this month, according to my report from the last billing cycle. . Select ". Fix the problem--it's on your end. The company agents are not interested in resolving your issues. Also, I tried to do the search for utopia.net and I don't think it's on my computer. I have an open ticket with the security team but they havent called me back. Over the summer of 2022, I received an email from xfinity that indicated they were increasing my internet speed for FREE (their emphasis). New comments cannot be posted and votes cannot be cast. This is especially the case if you are unaware of where it goes. Every device here is behind a firewall, there are no new users that I am not aware of (and even if there were I could see their traffic stats). Going to look into this ASAP!! , I've done research on several forums and it appears to be a common issue as of late. That's about 100x our average usage over the past year. Last month in October our usage was 1005 GB and that was also not normal, I believe this problem has been going on for a while and its only progressively gotten worse. Maybe that is why is Facebook using so much data on my iPhone. What happens if I use more than 1.2 terabytes in a month? 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. Type your message in the text area near the bottom of the window. For 5G cellular, go to Cellular Data > Data Mode > Low Data Mode. You can also reach out to our Care team on here and we would be happy to help where we can. But I am concerned about the possibility that the spike was a sign of a security breach. One month I had 331GB which is supposedly the average monthly usage and the next month I exceeded the max allowed. 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. He stated he always does this because people forget their password. Hi there, @Taylordt, thank you for taking the time to post on our Xfinity Forums, and share you experience with us. Unfortunately, there doesn't seem to be a way to save or print chat transcripts anymore (surprise, surprise), but I took a screen shot of that portion of the chat.) Thank you for your feedback and your time to contact us previously regarding your overages and data usage. Thank you so much!! Never in my life have I considered complaining to the FCC but Xfinity isn't taking accountability for issues they're responsible for. You can see what devices are connected to your internet and using it. I cannot use their XFi app to further monitor devices on our network as I do not have any xfinity components in my network, nor do I want them. Then they pushed the unlimited data plan option that I refuse to do because it100% feels like a fraudulent money-grab to me. 3 dif technicians and new wiring..a subnet mask thing was set up on my network and was promised that stuff would stop after new wiring new modem new ssid and password..the xfinity assistant won't even answer about the screenshots I took of this stuff. I havent been home much this month. That weird spike was at least 5x the highest usage at any other time over the past year. Really Xfinity. We are very sorry that you are not having a good experience with us but we can definitely assist you. 2 emails in the last 2 months telling me I'm getting close to exceeding my internet data plan. I'm 71 and have an adult daughter living with me. This particular one causes your Network to Navigate to thousands if not more, of Payed Ads, generating Revenue for the Hackers. @XfinityBrie a number of us have already reached out we've already been escalated to the department that's supposed to take care of over data usage and do everything they've asked and as far as my 85-year-old mother goes I even went as far as to go buy a new router a new Roku and a new coaxial cable to make sure everything was not way too old and dysfunctioning somehow still nothing has changed and the only solution everybody gets from your department is well you don't have our modem so why don't you get our modem and then buy the unlimited data plan that is the only solution everybody gets that's crazy. Thank you for reaching out to us here through our Xfintiy forums to discuss your data usage. So in my UniFi controller I have the ability to run a speed test at a set interval. I will see what happens in December. Please make sure to provide your full name and service address. Support iOS 14. iPhone Using Too Much Data? Same thing here. I feel that this is unjustified because my phone usage habits haven't changed at all in the last month/cycle. Step 1- Open Settings. Support all iPhone models and the latest iOS 16 and earlier. 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. 2. If you're in the app, go to My Data and select Change Shared Data. Are those hotspots using MY INTERNET DATA? Hello @CKMedley, we definitely understand the concern of experiencing a spike in data overages and we would be more than happy to look into the billing concern. Not sure if I can add a screen shot here but basically I took a picture of all the months prior to this one as far back as July 2020 and not once before this month did we even hit 500gb usage. This helps a lot in monitoring your cellular data. Even if you're not actively watching online content, the device could still be streaming, which counts toward your data usage. And yes, Xfinity has been Ignoring this issue since 2017. How to Stop It. This needs to be dropped or I will be taking my internet somewhere else. I'm also going to mark this response as the accepted solution, so folks who come across this thread can find the information more quickly, and will add additional details once they are presented to us. It may happens all of a sudden, or after you update the software. Use a lower setting. The household, on average based on 5 months, uses about 206 GB per month. Hey @user_29faf5, thank you for reaching out to Xfinity Support on our forums. An official employee, such as myself or whoever is first available, will respond. Cookies: Whats the Difference? Thank you for getting back to us. Good morning! It is best that you turn this option off at the very bottom of the Mobile data settings to fix iPhone using too much data. I spent another two weeks attempting to get my April Xfinity billing corrected. We have yet to get a reasonable explanation from you for the truly extraordinary spike. Ive been offered the unlimited plan SOOOOO many times now after trying to explain that nothing has changed here yet our data is way over! Im even accumulating data usage with no internet connection. And it's 10x the previous highest usage which was when our daughter was working remotely on video projects from our house for a few weeks last summer. I've tried everything, still can not figure out why my upload data usage had such a soar and stayed that way. I did a little research about using data. Were you able to reach out to our Customer Security Assurance Team? aka Command: ipconfig /all, Or Xfinities: 75.75.75.75 75.75.76.76 (Im not sure of they have more). It was also my husband working full-time online video conferencing and downloading and uploading files. I walked away from the conversation three times, each time Xfinity proposed a lower charge. To send a "Direct Message" to Xfinity Support: 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". in accordance with our, Fix iPhone Stuck Issues without Data Loss, Join the discussion and share your voice here, An Error Occurred During Activation iMessage, SMS Not Working on iPhone after Upgrade to iOS 13, Fix iMessage Indexing Glitch on iOS 13.2.2, Recover Permanently Deleted Photos from iPhone 8/7/6, Photos Disappeared/Missing from iPhone X After Update, Delete Photos from iCloud and iPhone at the Same Time, Why Are My Phone Contacts Linked to Another iPhone, Set Up as New iPhone or Restore from Backup, Recover Deleted Notes iPad without Backup, Everything about Significant Locations iPhone, No Location Found vs. November I still have about 300 gigs left to use. They just try to upsell me to unlimited data service, which I will not do. That's great - who did you contact and how did you get them to pull that back? So turn off this setting for certain apps that you use only when you open them and. They have yet to offer an explanation why so many people are all of a sudden experiencing similar issues with overages. Go into these conversations armed for a fight to be heard. Then click the "New message" (pencil and paper) icon. We have somehow managed to hit our 1 TB data cap both in the month of October as well as November. There has been no changes whatsoever in my house. We can look into the data usage for you and see what's going on. since 2017.. (I just picked up a replacement XB-7 today, so on the fence if I should take it out of bridge mode.). It is intentionally confusing to dissuade customers from looking at their billing in detail and understanding it. Comcast, as usual, has been no help at all. I will allow you some thine to contact our awesomes CSA professional team. We have not spoken yet and it has been over a week. 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 watch NetFlix and I am billed through xFinity. Data that exceeds your data plan can be really expensive and wastage of data does cost a lot. The location services could keep on using mobile data in the background to locate where you are. And I'm genuinely never one to complain about anything. Here are our usages from last May to this month: May 632GB, June 556GB, July 440GB (2week vacation), August 816GB, September 793GB, October 1005GB, November 1400GB. I am going to a Xfinity store near me this week. On one hand, I could just forget about it. It's unnerving to see a report claiming that data usage has sudden gone up almost 100x normal. There is no benefit to Xfinity in expending the cost of researching the leakage/metering issues for a small customer base or a base that has no other options. Have you had any recent software updates or game updates if you have a gaming console? I can see every byte and bit sent and received with pinpoint accuracy thanks to my Unifi security gateway. This will help decrease the data usage by apps in the background. One of the major changes I noticed with my families usage was streaming. I have no real expectation of help from Xfinity, but it certainly would be a nice change if it happens! 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. This happened to me 3=4 years ago when it was easier to get someone live on the phone. Will I be alerted when I reach or exceed my data usage plan? , I refuse. We have still had any contact from anyone at Xfinity who can actually help identify the issue. But once in a while I'll keep it up to date. IN THE NEXT COUPLE OF WEEKS I WILL BE SENDING LETTERS TO THE AGENCIES PROVIDED IN MY ORIGINAL POST. My son's gaming system has been off and no one is working from home. It is the same as photos or pictures. (She has since moved away, so that's not a possible explanation.). Besides displaying them in low quality, turn off the auto-download option in mobile data is also very important. This is correct. Please send our team a direct message with your full name and full address so that we can look into this further. CRAZY! Instead, type "Xfinity Support" there. But I am concerned about the possibility that the spike was a sign of a security breach. Go to Settings > App Store > Video Autoplay. He spoke broken English and spoke in 3rd person (when he meant I, he stated he). Remember when xFinity made xFinity Hot Spots? hmmm. No harm in stopping in to discuss their home internet plans. Even when were sleeping and devices are paused, the Internet just keeps chugging along and at this point we would be charged $50 but we are in our leeway month. I have included their contact information in this response. Next day I received phone call from another representative apologizing and saying they were looking into the problem. She escalated to IT who was supposed to call me back but never did. The customer assurance team has no answers and no access to data usage. To begin, please send a Direct Message with your full name and address. Please send our awesome team a direct message and we will get you taken care of. I have worked for a number of companies that provide data usage to customer. Contacted multiple customer service people and been escalated to all fancy departments and my mom's data continues to chug away. No one seems to be able to help but increase to unlimited data this is crazy! 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