why has my data usage suddenly increased xfinity
It's unnerving to see a report claiming that data usage has sudden gone up almost 100x normal. Try your Own router, and Put your Cable Modem in Bridge Mode. Hello, @AnnV8 thank you for reaching out to our Xfinity Community Forum page! Nowhere near a terabyte. I usually averaged 300-400gb the last 12 months. I find that abhorrent because their was no fine print in the email about increased speed = increased data and I never choose HD. I spoke to someone this morning and they took a look at my account with me. If this is the case for you, then update the software. I'm having same problem, data usage up 2 to 3 times normal. Transfer WhatsApp between iPhone using a lot of data all of a sudden is annoying for everyone. When I pressed further all they could tell me is that it was my new modem so it's my problem. Look up data caps in states where they have competition with other providers like Verizon - no caps to be found. @Cool_Hand_Luke We are having the same exact issue. . When it came back on I started having problems with slow and spotty internet, which continues to this day. This will help decrease the data usage by apps in the background. There's a Security Flaw with their Modems since 2017 . Things like not watching or streaming at 1080p. Could you please send our team a direct message with your full name and full address? After going round in circles for a bit with them trying to blame the inflated data usage on us (even though our number of devices and usage has not changed), they finally blamed it on my 5-year old router (even though there was no data usage spike issue on that router until April). They only give you one leeway month in 12 months. Here, you can identify which of your apps are consuming the most data. Note, it doesn't need to be utopia.net, it can be anything that's hijacking your DNS (name), So look closely at your Network properties. So far we have had no luck getting any explanation. We have not added any new devices and have changed passwords, etc. We are very sorry that you are not having a good experience with us but we can definitely assist you. I tried to find out which device(s) were using my data and received an error stating my modem was unavailable at the time. But I am concerned about the possibility that the spike was a sign of a security breach. On one hand, I could just forget about it. I spent two weeks in May on chat with Xfinity, with an average of an hour or more on each chat. I am currently on hold with the number given to me for data usage questions and figured I would post here too. And I'm genuinely never one to complain about anything. Thank you for getting back to us. Spiking started in May. To date, I have not received the information requested. What is going on? She continued and said the new modem is more secure. Spyware running in the background can cause sudden spikes in data usage. - As you are typing a drop-down list appears. To send a "Direct Message" ("Private") message:Click "Sign In" if necessary Click the "Direct Message 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. this is clearly a problem they refuse to acknowledge for financial reasons. SAME! Select Wi-Fi only or Off. Are you using an Xfinity modem? Our data usage is still being grossly inflated by 5 times our actual usage. Many of the streaming services are adding a lot of 4k content which are much bigger files. Xfinity billing is ridiculous. Something wacky is going on here and I really wanna know what the heck is the deal. Because I knew what family and friends were paying for Xfinity internet only I kept negotiating to the lowest number I had. Nico responded this way, not exactly the response I was expecting. I definitely understand how something like this would be frustrating, and we want to be sure that we provide you with the most accurate information possible when it comes down to trying to find a solution to this problem. Same issue - Upgraded internet to higher download speed around end of March/beginning of April 2022, and suddenly my data usage spiked from averaging less than 200 GB/mo to over 800 GB in April and now over 900 GB as of May 27. Very glad that you saw no signs of a breach. Then search for Xfinity Support. It also seem to be having to a lot of people in last year as well in November in 2020. We are going to mention 7 of them in detail. That's about 100x our average usage over the past year. Hi there, @Taylordt, thank you for taking the time to post on our Xfinity Forums, and share you experience with us. 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 . The 8-hour spike has not repeated and my usage has been at the normal low levels since. Any other ideas of what might be making my data go crazy? Learn more about what counts towards your data plan. Now over 700 at the 19rh of Dec. Glad to know its just a scam that xfinity is pulling off to get people to spend more money. My son's gaming system has been off and no one is working from home. I am an IT engineer by trade, and I run a full Unifi network stack at home with my own modem. Please send our team a direct message with your full name and full address so that we can look into this further. Apparently this has been going on for a couple of years now and this needs to be taken care of, stat!! @user_3f0513 I can understand how this would be frustrating. I'm having the same issue this month. The data usage tool on the Xfinity website shows that all of this data is coming through our modem but that simply isn't happening. If so, Ive never seen it and I read the entire recap. Go to Cellular or Settings > Mobile Data. Welcome to our community forum, @user_ea7712! But it sure seems like I'm being taken for a fool. They tell you they are send a technician only for them not to show up. 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. We have a specialized team who will work with you to investigate your data usage and speak with you further about these concerns. @user_61cb1f same no end in sight. Just watching a movie on Netflix can use 5 gigs of data. Each chat resulted in an attempted up-sale by the Xfinity agent. Now, 2 days into May and were already showing 800gb. We have our own modem. Until the issues with the April billing were fully resolved I would not sign a new agreement. Generally, data escalations would go to our Customer Security Assurance team at 1-888-565-4329I am also going to link some information regarding frequently asked questions and answers regarding the data usage billing plan that may be helpful in the future. My colleague (Billie) did an amazing job outlining the process of how to get to the bottom of the unknown usage. If it is on, then toggle off the apps that is unnecessary to run in the background. 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. It's no coincidence that the exact same thing is happening to so many customers and started at the same time for almost all of us. My download data increased as well, just not as drastic as upload. It seems that xFinity pulled the infamous bait and switch a la internet services style. Tyrone's behavior warrants a whole separate letter. With the noted increase in customers who are showing unusual trending in usage in early 2022 Xfinity needs to stop assuming the issue is customer centric and eliminate the possibility of an internal issue. @Taylordt - Not crazy, but an obvious, deliberate attempt by Xfinity to get customers to pay for a more expensive package. We got hit with the same problem. Ive had xFinity for over 20 years and have never had this problem before. Also, I tried to do the search for utopia.net and I don't think it's on my computer. Pop in utopia.net and see if it finds it. Cache vs. Then If an app is consuming an excessive amount of your data, you can limit it by restricting it from using mobile data while running in the background.To check data usage by apps follow the steps below. My area was hit by Hurricane IDA at the end of August. On one hand, I could just forget about it. @TR_Hou Hello! Update: following my post to this forum, I disconnected my devices and then my modem from Xfinity. Copyright 2023 Tenorshare Co.,Ltd. Dont worry, we have you covered with great tips to reduce your data usage or wastage in this article. When she never even used 600 in a month. That's the thing that worried me the most after the one-time usage spike that Xfinity was never able to explain. We have not changed our internet usage nor number of devices. Im even accumulating data usage with no internet connection. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. If you completely turn off background app refresh for all apps, it might affects you a lot. My data usage was back to normal that same day. This is absolute horrible! What's the 1.2 Terabyte Internet Data Usage Plan? Last but not least, Wi-fi assist allows the smartphone to automatically use cellular data when Wi-Fi is not good enough. This was Jan 10th. Shockingly, the new router has made no difference at all! (Happy New Year!). Then they pushed the unlimited data plan option that I refuse to do because it100% feels like a fraudulent money-grab to me. [Edited: "Solicitation"]. Received the 90% data usage on the 13th of the month. Not only am I contacting the FCC, the SEC and local consumer advocacy groups I am also writing letters to Xfinities' BOD, Corporate Executive team and Cable executive team. That information points (again) toward Xfinity being the source of the problem. It is the same as photos or pictures. Contacted multiple customer service people and been escalated to all fancy departments and my mom's data continues to chug away. Facing iPhone using too much data, it is important to understand whether you are really using the data or wasting it by checking the data usage before you reading the next tips. They will be able to provide more informaiton on your data usage, and if there are unwanted parties using the data or if you have any issues with the way your data is being calculated they can address it in real time. There is definitely something wrong with their usage counter. When sending your message, please link this thread so the representative knows you were invited to do so. Ensure you are first signed in, then you will see an icon at the top right of your page. 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. Same problem here with overages since late March. Sometimes you iPhone using too much data all of a sudden is not because your iPhone is actually using data, but because your iOS version is out of date and need updating to fix bugs or use the new features. Never happened! My usage has tripled in one month with similar usage as in the past. 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. What happens if I use more than 1.2 terabytes in a month? We can look into the data usage for you and see what's going on. If you're in the app, go to My Data and select Change Shared Data. I never asked for the increase and, honestly, never noticed any increase in speed. I do want to see you get the answers you are seeking. Also take Note of Connection-specific DNS Suffix. @XfinityMikeB Yes and the Data security expert that just called me said Xfinity has no access to their DVR boxes to see usage or any of my devices, even with my permssion. Im CURRENTLY dealing with the SAME issue. All rights reserved. Why did my data usage suddenly shoot up? Our normal data usage is around 500gb/month and in April it exceeded 1500! Xfinity engages with third parties for some of their stores as well. I never asked for faster service - never. I guess I should have? the link above does not work for me but I too am having this problem. Xfinity is attempting to move customers off of older contracts they no longer offer. I will be cancelling services with this predatory provider. hope someone can help / look into, investigate. To help conserve your monthly usage, you may want to consider the following tips: Here is a link where you can review recently monthly usage. This does uses a lot of data unnecessarily. @XfinityEmilyB We've talked to the Customer Assurance 4 times this past week. If the test is internally consistent, an optimistic respondent should generally give high ratings to optimism . If Xfinity is using a third party are they paying that third party? 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. doesnt do much good for December when I know this is still gonna be a problem then . only telling us to buy more internet. Some devices you may even be able to see what they are using the most. @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. Nowhere near a terabyte. It may take a few minutes, please wait. Going to look into this ASAP!! Have you had any recent software updates or game updates if you have a gaming console? ), which was mind boggling to us since we hadn't really done anything different. I strongly suspect those XFINITY HOTSPOTS are using MY DATA. This is for a week and a half of usage. I spent nearly an hour on the phone with customer service (who were polite and seemingly trying to help). "You could upgrade to our unlimited data plan to avoid overage charges!" this seems extreme even when a few of us are on devices. Check all the devices in your home for virus, spyware, and malware. This is absolutely ridiculous. 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. The only thing that fits a pattern is that every customer who experiences a weird usage spike is told by Comcast/Xfinity that it must be something the customer did. I called the guy back but the call went to v/m. Thank you for your patience and understanding. Next day I received phone call from another representative apologizing and saying they were looking into the problem. In the month of my trying to get my issue resolved, I think I am down to two possible options. We have not spoken yet and it has been over a week. Your explanation fits the pattern of Xfinity blaming the customer. 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. Exactly.. does no good to call.. Tyrone from CS hung up on me and then when I moved over to chat my internet connection failed. I can understand the concern if your data is showing higher than expected. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud and other security issues. https://corporate.comcast.com/stories/meet-our-digital-care-team. Even if you're not actively watching online content, the device could still be streaming, which counts toward your data usage. We're now 13 days into March and I received the 90% usage notification. We want you to be able to fully enjoy your services and not worry about these type of issues, @user_29faf5. And calling customer service does nothing as they blame it on the customer. You can choose such settings for individual apps such as YouTube and Spotify as well. If you would like us to look at this with you, we are happy to do that! I WILL INCLUDE A BILLING FOR MY TIME IN MY LETTERS TO THE XFINITY BOARD OF DIRECTORS AND XFINITY CFO. This Post Describes the Symptoms Of this type of Hijack. There is absolutely no way. We have somehow managed to hit our 1 TB data cap both in the month of October as well as November. Find and toggle off Auto-Play Video Previews. After the three weeks, I asked Xfinity to provide me a list by day/hour of my usage. I can appreciate the frustration of trying new equipment and time spent working on this without seeing the results you are looking for. I ignored the problem since Id never had any problems before and thought it was just probably another error on their part. I do recommend contacting our Customer Security Assurance team between 6:00am - 2:00am EST, 7 days a week by dialling 1-888-565-4329. My problem has not been solved so this is not accepted answer. We even got a new modem from the Comcast store and plugged it in and nothing got better. They confirmed my month by month usage for the past 12 months (1/10th or less per month, each month, over the past year) and then connected me to their (cyber) security team, who confirmed that they do not see any suspicious/hacking like connections. All data usage delivered over your home Xfinity Internet service, both downloaded and uploaded, is counted towards your data plan, regardless of the source. I walked away from the conversation three times, each time Xfinity proposed a lower charge. If I am billed for NetFlix, why arent I given notice when I switch over? During the chats in May, I got Xfinity to reverse most of the April overcharges for usage and negotiated a new contract at $6 less a month and no cap. I would be more than happy to assist you with this further. Not having stuff run automatically after watching a video. This site uses cookies. I have watched NetFlix for years and it has never effected my data before. So now I'm back to step 1 again and not knowing what the hell to do. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. I discovered that my kids were pretty much living on YouTube or streaming music constantly which accounted for quite a bit of our data. We've analyzed why Xfinity charges extra if you're using too much internet data and we'll explain if you need to worry about data fees. 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. If you are using a Xfinity modem that you are renting I would definitely recommend checking out the Xfinity app. Im having the exact same problem. Im a senior citizen so that adds another level to the xfinity abuse. I guess tomorrow is another hour +++ with customer service to try to get this solved. I have only used 356 GB from November 1st, to today, November 28th and I have the receipts to prove it. 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! Just adding another what the [EDIT] is happening to this thread. I filed an FCC Complaint. Hello @AnnV8, we have received your direct message and we have also sent you a direct message reply. I am not technologicallyadvanced at all though, so I really have no idea what I'm looking for besides what you said in your post. (She has since moved away, so that's not a possible explanation.). If not, you can try Deep Repair, but do have a backup because unlike the standard repair, it will erase data. Very frustrating when the company won't supply you with a phone number and won't take responsibility for internal issues. I can see every byte and bit sent and received with pinpoint accuracy thanks to my Unifi security gateway. That's about 100x our average usage over the past year. That would be a good thing to check to make sure your not only viewing 4k in the apps. @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. So far in May my usage is under 200GB. Additional Information @Pgar08 I never did get an explanation for Comcast. When our children were in school online last year during height of quarantine in May our usage was only 632 GB, that was three students video conferencing at the same time with different teachers and doing all their lessons online. Thank you for bringing this to our attention! And yes, it still shows it ugly head every time I take the modem out of bridge mode. @user_61cb1f Hi there! They just try to upsell me to unlimited data service, which I will not do. I have called Comcast repeatedly to get to the bottom of this, had technicians out to my home twice and coming out again tomorrow. I contacted Xfinity via online chat shortly after posting my comment. They are a customer-initiated sales opportunity for Xfinity. Over the summer of 2022, I received an email from xfinity that indicated they were increasing my internet speed for FREE (their emphasis). @user_013cb7 Thank you for letting us know about this concern. You can find more information here: https://comca.st/3zsDtDR and can review the usage in the Account app. Otherwise, just keep them off to solve why is my iPhone using so much data. Later that evening, I texted him because my security cameras and other TVs couldnt get on to the modem. aka Command: ipconfig /all, Or Xfinities: 75.75.75.75 75.75.76.76 (Im not sure of they have more). Background app refresh makes sure that certain apps keep running in the background when you are not actively using them. 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. Open Settings menu. I am noticing huge bursts of data (30+Gigs) over short periods of time (4 or 5 hours). .css-1d89nre{color:#000000 !important;background-color:!important;}.css-1d89nre:hover{color:#000000 !important;background-color:!important;}.css-1d89nre:focus{color:#000000 !important;background-color:!important;}.css-79cmum{line-height:85px !important;}Home, I have been a Comcast/Xfinity customer for over 20 years. Look at your own system Xfinity!!!! I had that interval set to 20 minutes. (Yes, that was sarcasm.) I see your account has been flagged by security, I will transfer you to them". @user_d263b5 Does you Modem get disconnected randomly? No one can tell me what IP addresses or devices are using the data. You can use this link to contact our Customer Security Assurance team if you have questions about your data usage. Were looking into other providers! No harm in stopping in to discuss their home internet plans. REVIEW YOUR BILLING. Seems like some shady practices are going down here. Comcast, as usual, has been no help at all. 3. Same problem on my side. 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. 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 received an email saying I was 90% usage with about 7 days to go. With the Comcast modem Im able to pause devices and I have paused anything that were not currently using or need access to. I got credit for extra data used. Why don't you explain to us all what the problem is so we can solve it? Our community is your official source on Reddit for help with Xfinity services. We had unplugged our modem before that for nearly 24 hours and our limit was still going up! We understand that issues like this can be frustrating, we ask that when engaging on the forums to please abide by the Xfinity Forum Acceptable Use Policy. 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. The "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. Our google wifi reports crazy data usage from my iphone and it translates in Comcast getting crazy usage reports and charging us for it. @Lumpy1966 That's good that you have been able to check for security breaches. Are those hotspots using MY INTERNET DATA? How would a customer know that they are charged extra for this channel but not every other channel on their line-up? November I still have about 300 gigs left to use. Cookies: Whats the Difference? Comcast, as usual, has been no help at all. Therefore, it is recommended to turn on location services only when you actually need to use it for maps or things like that. Can you please meet us in a Peer to Peer chat/DM so we can help you? Have you had any changes to your electronics or visitors? That was a "fix" if ever I saw one! Select "Xfinity Support" from the list. Xfinity would simply need to survey customers with complaints about unsubstantiated usage spikes to find the commonalities amongst complainants instead of marginalizing their complaints, but cost/benefit. [Edited: "Solicitation"]. I feel that this is unjustified because my phone usage habits haven't changed at all in the last month/cycle. Can you please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter Xfinity Support in the To section. 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! It is hard when you dont have any other choice but then. When it completes, your iPhone will restart. CRAZY THE SAME EXACT THING IS HAPPENING TO MULTIPLE PEOPLE. They can be reached at 1-888-565-4329. Absolutely nothing has changed in our house. 500GB worth? As you are typing a drop-down list appears. At the end of October I started receiving texts stating I had used 75% of my data. I'm 71 and have an adult daughter living with me. Fix this, Xfinity! Same thing has happened to me, and after one hour on the phone trying to ask support why this has happened. We have our Customer Security Assurance team for this exact purpose. They better fix this immediately ! Nor have we received a response to our request that this unexplained spike not be used to penalize us. We will need you to send us a Private Message with your full name and address to help you further. My internet and cable was out for about a month. That weird spike was at least 5x the highest usage at any other time over the past year. Xfinity says we used more data in one day than we usually use in a month. @XfinityBrieI did exactly that and was swiftly ignored. Instead, type "Xfinity Support" there, - As you are typing a drop-down list appears. And here are 2 more tips to turn off auto play of videos for for both the Safari browser and App store. Our team can most definitely take a further look at this issue. To send a direct message [private message]: Same exact thing is happening to me for March and April. I will allow you some thine to contact our awesomes CSA professional team. 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". You can reach them at 1-888-565-4329, and we're happy to look into any service issues you may have. If you've already checked all of this on the Xfinity app or are using your own modem I do recommend contacting our Customer Security Assurance team between 6:00am - 2:00am EST, 7 days a week by dialing 1-888-565-4329. Xfinity has a leakage or metering issue. The customer assurance team has no answers and no access to data usage. - An "Xfinity Support" graphic replaces the "To:" line. A technician came to my home. Is there something I could be missing? Open Settings. I have been with Comcast/Xfinity for YEARS. One thing to keep in mind is data usage can take 24 hours to update so the usage may have been during the day. Locked post. 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.
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