From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 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. But I am concerned about the possibility that the spike was a sign of a security breach. Or click here. I received an email saying I was 90% usage with about 7 days to go. @user_61cb1f Hi there! I have reviewed all the connected devices. This is absolute horrible! Meaning, I'm responsible for paying whatever overage charges I receive. 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. It started in April. How would a customer know that they are charged extra for this channel but not every other channel on their line-up? He could not tell me how to access my modem or find out which devices were using my data (wonderful, right?). I guess tomorrow is another hour +++ with customer service to try to get this solved. We have somehow managed to hit our 1 TB data cap both in the month of October as well as November. 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. Each chat resulted in an attempted up-sale by the Xfinity agent. Try your Own router, and Put your Cable Modem in Bridge Mode. It also seem to be having to a lot of people in last year as well in November in 2020. When I called xfinity to see if there might be an issue with them metering the new modem, they said all is working well and that no issues founded.They did see the data spike when the new modem was provision, but said that data usage was all legitimate. Hours of Operation: 6:00 AM 2:00 AM ET/Seven days a week. This hijack Originates from a Low Network level on Xfinity's Network. Is it published on the description of every movie? I still can't figure out why I use so much data. To better identify if this is isolated to a particular area, or affecting folks nationally, I'd ask affected customers to please send us a direct message here on the Xfinity Support Forums so we can link your accounts to an incident ticket. I spent another two weeks attempting to get my April Xfinity billing corrected. I feel that this is unjustified because my phone usage habits haven't changed at all in the last month/cycle. Open Settings menu. I don't see my usage meter in My Account, what do I do? It was just the general customer service line unfortunately. We are here to help! That's great - who did you contact and how did you get them to pull that back? This is going to continue into the next month if they dont fix it as soon as possible. Instead, type "Xfinity Support" there. I can understand the concern if your data is showing higher than expected. 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. 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. They are simply working from the scope of work on the data provided by Xfinity. Then search for Xfinity Support. I kept the Xfinity agent online working towards a resolution. We got hit with the same problem. Will I be alerted when I reach or exceed my data usage plan? I would be happy to review the account and check for any provided notes. Same is happening to me right now. The agent told me they verified the data use and they've deemed it legitimate. My download data increased as well, just not as drastic as upload. Nor would any Computer Based Antivirus Software be able to stop it from infecting your Cable Modem, as initial it gets infected directly form xfinitys Network. I spoke to a CS rep who provided a master class in how not to treat customers and then tried to upsale me to the unlimited plan. Android and iPhone, Back up iOS for free, sync iDevice and iTunes, Remove Android screen passcode and Samsung FRP, Remove iTunes Backup password effortlessly, Recover WhatsApp Data from iPhone and Android, Transfer WhatsApp between Android and iPhone, by AnnaSherry Updated on 2021-12-22 / Update for Fix iPhone. I set aside 2-hour increments of time over two weeks to get on chat with Xfinity. And I don't see any hopeful words about Xfinity helping with a solution. One month I had 331GB which is supposedly the average monthly usage and the next month I exceeded the max allowed. So about 1.8 gigs / hour, or 44 gigs per day. Hmm. Tenorshare 4MeKey: Remove iCloud activation lock without password/Apple ID. This helps a lot in monitoring your cellular data. Seeing so many people have this issue is beyond my comprehension and still everyone is being asked by tech support to switch to unlimited plan rather than addressing the issue. That others are experiencing the exact same problem is curious. 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! Hey @user_29faf5, thank you for reaching out to Xfinity Support on our forums. By continuing to use this site you agree to our use of cookies I walked away from the conversation three times, each time Xfinity proposed a lower charge. Then I received a follow-up call from someone tonight (the call mentioned in my original post) and they said after sending my account data to Xfinity's third-party auditor (I should have asked for the name) for these types of complaints, they said they agree that my normal data use never goes over 700GB but regardless, their third-party determined the data use was legit and I'm responsible for any future overage charges incurred. Welcome to the Xfinity community! 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. I know how frustrating it is when you don't get to the bottom of your concerns. This is happening to me as well. @user_61cb1f did you get this resolved? Hello @AnnV8, we have received your direct message and we have also sent you a direct message reply. I have only used 356 GB from November 1st, to today, November 28th and I have the receipts to prove it. 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. AND no one is answering at the 800 number. I spent about an hour on chats and phone calls with Xfinity agents. 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. Step 1- Open Settings. - An "Xfinity Support" graphic replaces the "To:" line. Chat was worthless. I was livid. T-Mobile Is on my way home. Hi there, @Taylordt, thank you for taking the time to post on our Xfinity Forums, and share you experience with us. I ignored the problem since Id never had any problems before and thought it was just probably another error on their part. 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 usually averaged 300-400gb the last 12 months. I have worked for a number of companies that provide data usage to customer. If its Odd, like soandso.com This may be the Issue. Instead, type "Xfinity Support" there, - As you are typing a drop-down list appears. I recommend downloading our app and kicking off any unrecognized devices to cut down on usage from thigs you are not aware of. Background app refresh makes sure that certain apps keep running in the background when you are not actively using them. So now I'm back to step 1 again and not knowing what the hell to do. 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. Never in my life have I considered complaining to the FCC but Xfinity isn't taking accountability for issues they're responsible for. It is intentionally confusing to dissuade customers from looking at their billing in detail and understanding it. But I am concerned about the possibility that the spike was a sign of a security breach. Maybe that is why is Facebook using so much data on my iPhone. Hello, @AnnV8 thank you for reaching out to our Xfinity Community Forum page! What is the average usage of people on your network today? 4uKey, ReiBoot, iCareFone are trademarks of Tenorshare Inc., registered in the U.S. iPod, iPhone, iPad, iTunes and Mac are trademarks of Apple Inc., registered in the U.S. and other countries. New comments cannot be posted and votes cannot be cast. Type "Xfinity Support" there. Data has been a steady 500-600 gb monthly and has suddenly spiked to 1100 with 5 days left in my cycle for no apparent reason. @MrWright I never did get an explanation for Comcast. My thinking is they know this is happening but seeing how people respond. Use a lower setting. Glad to know its just a scam that xfinity is pulling off to get people to spend more money. And I'm genuinely never one to complain about anything. Someday we will have a choice of providers. Were you able to work this out with Comcast? My data was in the mid 200s now up here 500 [Edited: "Language"]. @user_d263b5 Does you Modem get disconnected randomly? To get started, please use the chat icon in the upper right to enter Direct Messaging. We run the same exact network setup as you, a UDM pro and UniFi switch with our own Arris modem, to track our data usage. So how to fix it? @Cool_Hand_Luke We are having the same exact issue. @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. 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! 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. Same issue for me. They would be the experts in this field of concern. Please if anyone else is having a similar problem let me know. THIS IS HOPEFULLY MY LAST CONTRACT WITH XFINITY. Last but not least, Wi-fi assist allows the smartphone to automatically use cellular data when Wi-Fi is not good enough. Oh, no! Anyone figured out what is happening? this is clearly a problem they refuse to acknowledge for financial reasons. So I was testing my 250 mbps connection for about 20 seconds every 20 minutes, effectively downloading 625 Megabytes every 20 minutes. @XfinityAlishaHow soon should I expect a reply? Absolutely nothing has changed in our house. My first move was actually to call that number. They were at school. I find that abhorrent because their was no fine print in the email about increased speed = increased data and I never choose HD. Sudden changes can definitely be worrisome and I'd love to help. Support all iPhone models and the latest iOS 16 and earlier. So far we have had no luck getting any explanation. He sent me a screenshot of my user name and password. Click that or follow this link: From there, click the 'New Message' icon. These stores cannot talk to you about your billing etc. I have pasted their information from above here: 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. On one hand, I could just forget about it. Could it be someone has hacked in and using my internet as well? If you Do discover this on your router. These things can add up and cause higher usage. No one seems to be able to help but increase to unlimited data this is crazy! I appreciate you providing us the update on the calls that took place. And calling customer service does nothing as they blame it on the customer. Please let us know if you have any additional questions or concerns. Log in to your Xfinity Mobile app or your account using a web browser. 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. Type your message in the text area that appears at the bottom of the window and hit enter to send. Step 2 - In settings open Connections. Our community is your official source on Reddit for help with Xfinity services. We want to be sure to look into this for you! This is happening to us as well! Your data usage could suddenly be high for a variety of reasons. Called them again and told them my findings and threatened lawsuit. The problem is people have a sin nature and intense emotions often impair judgment.Practical Guidance: Even when the ADA permits an employer to seek medical information or require a medical examination, it still may be difficult to determine if that is an appropriate course of action. No harm in stopping in to discuss their home internet plans. I called customer service and was firm with them. That or they know the issue cost/benefit. Our team can most definitely take a further look at this issue. On one hand, I could just forget about it. Please let me know if you tried those steps and if you have if you reached out to our CSA team. Trying to get a 3rd party to drill down into our data usage per device. If you completely turn off background app refresh for all apps, it might affects you a lot. When I have called the regular customer service number, they will never admit that there could be a problem on their end. Select ". 500GB worth? Comcast, as usual, has been no help at all. . @TR_Hou Hello! @user_61cb1f completely agree. Pop in utopia.net and see if it finds it. Never happened! If it finds it, then yea that's what's chewing up your bandwidth. No other changes in viewing here. Im having the exact same problem. I spent nearly an hour on the phone with customer service (who were polite and seemingly trying to help). The "To:" line prompts you to "Type the name of a person". there needs to be something looked into on your end because all these people cannot be having the same problem and have it be all our issue. @Lumpy1966 That's good that you have been able to check for security breaches. Yep, that happened to us too. Here is a link where you can review recently monthly usage. If I cant see which device is using my data, how would I know? What's the 1.2 Terabyte Internet Data Usage Plan? Period. For my mother it started in September slowly increasing October was worse than September November we get the notification that she's almost over dating use December is on par right now at this time of the month she's near 700 GB when in all the years she's never even come close to using half she's never even come close to 600 GB a month so if it continues the way it is for December she's going to be well into the 1400s explain that. Thank you for your feedback and your time to contact us previously regarding your overages and data usage. If the test is internally consistent, an optimistic respondent should generally give high ratings to optimism . Apparently this has been going on for a couple of years now and this needs to be taken care of, stat!! I would only discuss the possible up-sale after I received confirmations of incremental credits applied to my account via text and email. Ive historically used 125-200GB. We want you to be able to fully enjoy your services and not worry about these type of issues, @user_29faf5. (Yes, that was sarcasm.) 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. Same problem here with overages since late March. As a result I have to pay more. Copyright 2023 Tenorshare Co.,Ltd. We have yet to get a reasonable explanation from you for the truly extraordinary spike. There are settings in Youtube and also on your firestick. Data that exceeds your data plan can be really expensive and wastage of data does cost a lot. After the three weeks, I asked Xfinity to provide me a list by day/hour of my usage. Cookies: Whats the Difference? 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. He took a screenshot of my USER NAME and PASSWORD home with him! It may happens all of a sudden, or after you update the software. While in the settings App, in the search box type delivery. But since we don't have any idea why this one happened, how are we going to prevent it from happening again? Then they blame it on my modem/router. Now, 2 days into May and were already showing 800gb. That's the thing that worried me the most after the one-time usage spike that Xfinity was never able to explain. I am a retired IT admin, I am not active on social media, I don't upload much, I don't use online backup or 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. 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. - An "Xfinity Support" graphic replaces the "To:" line. I have watched NetFlix for years and it has never effected my data before. The household, on average based on 5 months, uses about 206 GB per month. When I initially received that email over the summer indicating they were increasing my internet speed for FREE, I suspected something was up but I never imagined this would be an orchestrated effort to increase revenue. He stated he always does this because people forget their password. 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. Transfer WhatsApp between If so I would recommend logging into the Xfinity app to see if there are any devices connecting to your internet that don't belong to your household. Select "Xfinity Support" from that list. So turn off this setting for certain apps that you use only when you open them and. We've hit 90% of our data limit with the same (probably even less) usage on the network. 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). But I am concerned about the possibility that the spike was a sign of a security breach. Really started paying attention when I noticed in Nov that we were almost at 1TB of usage by mid month. On one hand, I could just forget about it. How do I find out how much data I currently use or my monthly data history? If you would like us to look at this with you, we are happy to do that! https://comca.st/3CYC0DW. only telling us to buy more internet. The data usage spiked to between 160 - 190 Mbps for eight hours. Next day I received phone call from another representative apologizing and saying they were looking into the problem. Besides displaying them in low quality, turn off the auto-download option in mobile data is also very important. Very much a "too bad, so sad." XFINITY AGENTS. Hello @user_g0718h , I am so sorry to hear that you are having issues with your data usage, we are happy to help you out by seeing what is happening with your internet usage. All rights reserved. Seems like yet another money grab by Xfinity. If this is the case for you, then update the software. Within an hour I received messages stating I had used 90%, then 100%, then I was over my data usage for the month and collecting overage charges. My internet and cable was out for about a month. Ready to drop Comcast once and for all!!!!!!!! Just adding another what the [EDIT] is happening to this thread. I opened up regedit.exe and and clicked on 'computer' then 'edit' and 'find' and typed in utopia.net and nothing came up. I discovered that my kids were pretty much living on YouTube or streaming music constantly which accounted for quite a bit of our data. I do check my data usage daily. Xfinity phone and chat are not there for you. If it finds it, then yea that's what's chewing up your bandwidth. Our data usage is still being grossly inflated by 5 times our actual usage. ), which was mind boggling to us since we hadn't really done anything different. They are there to sell you Xfinity only. For this, look at the simple steps below: Scroll down. Not having stuff run automatically after watching a video. That's just what you did even to a customer who had disconnected his modem to guarantee that he wasn't using the data you claimed he was. I don't game, and hardly stream, so that doesn't hold water. Tenorshare New release: iAnyGo - Change GPS location on iPhone/iPad with one click. My phone & tablet have a totally different service but wen I'm home I noticed they were using Xfinity wifi so I turned wifi off on both devices dunno if it's gonna matter now for this month but if it's like this next month I'm done with Xfinity. So far in May my usage is under 200GB. 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. Worse billing I have ever seen. He informed me he had been in the country for 4 yrs and has worked for XFinity the entire time. 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. Same problem on my side. Now we can discuss the main topic here. They can be reached at 1-888-565-4329. I hope this was helpful! They charge you $10 for every 50 GB over limit. @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. Type your message in the text area near the bottom of the window. Going to look into this ASAP!! There is absolutely no way. I guess I should have? November I still have about 300 gigs left to use. Comcast, as usual, has been no help at all. I found utopia.net in my registry. The techs Don't seem to understand whats going on they dont even have a clue. I feel completely hopeless. In the 'To' field, type 'Xfinity Support'. REVIEW YOUR BILLING. Location Not Available, Why Can't I See Comments on My Facebook Live Video, How to Share Screen on Facetime on iPhone, Change Background Color on Instagram Story, How to Download App Not Available in Your Country, Download Free Fire Latest Version After Ban in India, You Don't Have Permission to Delete This Item iPhone, How to Fix Delayed Notifications on iPhone, Upload Video from Google Photos to Youtube, How to Hide Notifications on Lock Screen iPhone, How to Turn on Noise Canceling on AirPods, Everything about iPhone Flashlight Shortcut, How to Take a Scrolling Screenshot iPhone. Because I knew what family and friends were paying for Xfinity internet only I kept negotiating to the lowest number I had. Support iOS 14. @user_3f0513 I can understand how this would be frustrating. With the Comcast modem Im able to pause devices and I have paused anything that were not currently using or need access to. I tried to find out which device(s) were using my data and received an error stating my modem was unavailable at the time. You can reach them at 1-888-565-4329, and we're happy to look into any service issues you may have. Find and toggle off Auto-Play Video Previews. Look at your own system Xfinity!!!! 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. There's a Security Flaw with their Modems since 2017 . I reminded her that my system is secure. This is correct. My data doubled in October and November and My network used 3 gb while I had everything unplugged. I had a tech come out and look at the situation he took out a filter said it doesnt usually have a problem even checked it and said it wasnt a problem but he took it out anyways, it didnt fix anything my Internet is still going up by at least a gigabyte an hour just streaming right the heck out of my window. 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.
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