They only give you one leeway month in 12 months. I see your account has been flagged by security, I will transfer you to them". Yes, you read that correctly. Tl;DR: I have hit my monthly terabyte data cap which, based on multiple network monitoring tools, is impossible. In the Settings App, go to Home - Network and Internet - WiFi. There is absolutely no way. We have our Customer Security Assurance team for this exact purpose. Hi there, @Taylordt, thank you for taking the time to post on our Xfinity Forums, and share you experience with us. Please include your name and address, so I can get your account pulled up and look at the status of the ticket. I opened up regedit.exe and and clicked on 'computer' then 'edit' and 'find' and typed in utopia.net and nothing came up. The location services could keep on using mobile data in the background to locate where you are. No devices are using our network other than our own. 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. Pop in utopia.net and see if it finds it. Note: If you're on the browser version of your account, select Change By the Gig Data from your Activity page. We're now 13 days into March and I received the 90% usage notification. Oh and I got the streaming/gaming suggestion, as well. Nowhere near a terabyte. They are there to sell you Xfinity only. (Yes, that was sarcasm.) I watch NetFlix and I am billed through xFinity. 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. On one hand, I could just forget about it. So it Does Not originate from your (user) Activity on your Computer. Select "Xfinity Support" from the list. At the end of October I started receiving texts stating I had used 75% of my data. Each chat resulted in an attempted up-sale by the Xfinity agent. I'm having same problem, data usage up 2 to 3 times normal. 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. 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. I have been with Comcast/Xfinity for YEARS. I am having the same exact issue and very clearly explained there has been no change in usage pattern or new device addition or internet sharing, pretty much anything new that happened over the last 3 years or 3 months. Is there something I could be missing? [EDIT: Solicitation]Xfinity, why aren't you fixing this problem? Step 1- Open Settings. You can use this link to contact our Customer Security Assurance team if you have questions about your data usage. Tenorshare's software is not developed by or affiliated with Apple Inc. 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. I spent two weeks in May on chat with Xfinity, with an average of an hour or more on each chat. She continued and said the new modem is more secure. Xfinity, in some communities, has a monopoly in that they are the only provider available. I never asked for faster service - never. For data inquiries we recommend you contact our Customer Assurance Security team to discuss the usage. They don't want to admit that something is wrong on their end. Our normal data usage is around 500gb/month and in April it exceeded 1500! 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. Xfinity says we used more data in one day than we usually use in a month. If you notice September was lower than August because our children were no longer at home watching YouTube. November I still have about 300 gigs left to use. Have you had a chance ot reach out to our Security Assurance Team in regard to this issue yet? Now this month I am at 1600gb, it is 4x my normal usage. The "To:" line prompts you to "Type the name of a person". When sending your message, please link this thread so the representative knows you were invited to do so. 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. Cache vs. So it can cause iPhone using too much data. 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. Good luck everybody!! Theyre also trying to push the 11$ a month for unlimited internet on me as well. aka Command: ipconfig /all, Or Xfinities: 75.75.75.75 75.75.76.76 (Im not sure of they have more). SAME! Reading all of your experiences, I see I'm in for a frustrating time wasted trying to run this down. 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. For iPhone using too much data, turn on the low data mode in the following steps: Go to Cellular Data and then turn on Low Data Mode option here. Now over 700 at the 19rh of Dec. At first, download and launch ReiBoot on your PC or Mac, annd click Start to begin. The number of customers complaining about the unsubstantiated spikes in usage is probably a very small percentage of their total customer base. We are here to help! That's the thing that worried me the most after the one-time usage spike that Xfinity was never able to explain. 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. 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. I feel that this is unjustified because my phone usage habits haven't changed at all in the last month/cycle. Check for any details we can see from this end. And I'm genuinely never one to complain about anything. But once in a while I'll keep it up to date. It may happens all of a sudden, or after you update the software. Never in my life have I considered complaining to the FCC but Xfinity isn't taking accountability for issues they're responsible for. A technician came to my home. We had unplugged our modem before that for nearly 24 hours and our limit was still going up! My data usage was back to normal that same day. I've never exceeding, then BOOM huge overage! Look at your own system Xfinity!!!! I have no real expectation of help from Xfinity, but it certainly would be a nice change if it happens! My viewing habits are the same as theyve always been. Oh, no! I appreciate your time! Is your iPhone using too much data? Hours of Operation: 6:00 AM 2:00 AM ET/Seven days a week. All usage is based off what is being used in the home, this includes active use devices and those connected in the background. 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. 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. We have never been anywhere near getting to the 1.2 TB limit ever. - An "Xfinity Support" graphic replaces the "To:" line. Then search for Xfinity Support. Our team can most definitely take a further look at this issue. How to Stop It. This hijack Originates from a Low Network level on Xfinity's Network. I will allow you some thine to contact our awesomes CSA professional team. We seem to be having the same issue many others had in November 2020. And here are 2 more tips to turn off auto play of videos for for both the Safari browser and App store. Please feel free to send me a Peer to Peer message! An "Xfinity Support" graphic replaces the "To:" line. Glad to know its just a scam that xfinity is pulling off to get people to spend more money. Spyware running in the background can cause sudden spikes in data usage. I don't see my usage meter in My Account, what do I do? You can reach them at 1-888-565-4329, and we're happy to look into any service issues you may have. Same problem here with overages since late March. Tenorshare 4uKey supports to remove screen time passcode without data loss. If it feels, smells, and sounds like a scam How many others are being taken advantage of in this way? 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. I had that interval set to 20 minutes. [Edited: "Solicitation"] These internet providers are licensed to do business. We are not happy and looking for another internet provider. Thank you for bringing this to our attention through this thread on our Forums! 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. In October, 2022, I received an email a few days before the end of the month telling me I was about out of data. He sent me a screenshot of my user name and password. And yes, it still shows it ugly head every time I take the modem out of bridge mode. In the past Iv verified from family in other States that got infected. Can you please meet us in a Peer to Peer chat/DM so we can help you? Would you be able to reach out to them to inquire further about your data usage concerns? It was back when they gave 2 courtesy overage months. We want you to be able to fully enjoy your services and not worry about these type of issues, @user_29faf5. Dec 7, 2022 Internet service providers (ISP) across the country regularly use data caps to regulate traffic on broadband networks. They were at school. So far we have had no luck getting any explanation. Same here 5 1/2 hours was longest. Could you please send our team a direct message with your full name and full address? I am having the same problem. My son's gaming system has been off and no one is working from home. .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. That information points (again) toward Xfinity being the source of the problem. Xfinity phone and chat are not there for you. I called the guy back but the call went to v/m. It is hard when you dont have any other choice but then. If you have questions about your services, we're here to answer them. Our community is your official source on Reddit for help with Xfinity services. Not happy! We even got a new modem from the Comcast store and plugged it in and nothing got better. I'm a couple of hours in on customer service with no end in sight. 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. Thank you for your patience and understanding. 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). Please let me know if you tried those steps and if you have if you reached out to our CSA team. @Pgar08 I never did get an explanation for Comcast. @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. 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? Pop in utopia.net and see if it finds it. , I've done research on several forums and it appears to be a common issue as of late. Hi there @AnnV8! You can see what devices are connected to your internet and using it. I've had this problem too, although not to your extent. 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". 2. WHAT? And we were on vacation for part of the month. .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 just got off the phone with an agent after disputing my current data usage trends and I'm fuming. Im having the exact same problem. They can't hang up on a customer when the inquiries are face to face. 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. Period. No harm in stopping in to discuss their home internet plans. I got a text this morning that I was 100% over the archaic one terabyte limit imposed by this company. Are those hotspots using MY INTERNET DATA? New comments cannot be posted. 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. I strongly suspect those XFINITY HOTSPOTS are using MY DATA. Or even look into it. I'm shocked I'm even writing this! 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. My area was hit by Hurricane IDA at the end of August. If so, Ive never seen it and I read the entire recap. Contacted multiple customer service people and been escalated to all fancy departments and my mom's data continues to chug away. Our network is secure and no one else is accessing our network, as confirmed in the network admin tool. So now I'm back to step 1 again and not knowing what the hell to do. I contacted Xfinity via online chat shortly after posting my comment. If you would like us to look at this with you, we are happy to do that! 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. 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 can appreciate the frustration of trying new equipment and time spent working on this without seeing the results you are looking for. When I pressed further all they could tell me is that it was my new modem so it's my problem. If you Do discover this on your router. Edit: Profanity Violation - Xfinity Forum Acceptable Use Policy. With that said, I would like to review the account in order to see if I can find any additional information in regard to what our support teams have found in regard to the issue. Comcast, as usual, has been no help at all. We want to be sure to look into this for you! Nowhere near a terabyte. They would be the experts in this field of concern. That or they know the issue cost/benefit. 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. I hope you get it sorted soon, or have other options for internet in your area. Also take Note of Connection-specific DNS Suffix. We have not spoken yet and it has been over a week. Comcast, as usual, has been no help at all. I'm already being charged $70 over right now(Sept. 25). Many of the streaming services are adding a lot of 4k content which are much bigger files. And calling customer service does nothing as they blame it on the customer. I have never gotten close to reaching my data limit. We can look into the data usage for you and see what's going on. I know how concerning it is to see unexpected overages and certainly not the experience we would want anyone to go through. @user_61cb1f same no end in sight. Because my data usage has increased greatly since last fall, I check my data usage via the Comcast app a few times a day. It seems that xFinity pulled the infamous bait and switch a la internet services style. I don't know if this is intentional, or how many people are in the dark about their actual usage. She escalated to IT who was supposed to call me back but never did. @XfinityAlishaHow soon should I expect a reply? Any other ideas of what might be making my data go crazy? He indicated he only installs equipment. And you can use the iOS repair software Tenorshare ReiBoot as an ultimate try. You will need to go into your peer 2 peer chat to see Alisha's response and continue getting assistance. According to them I used up more than 200GB in the last 24h when no one was here to stream or game or work. And yes, Xfinity has been Ignoring this issue since 2017. And, they tried to upsell a new service. I received an email saying I was 90% usage with about 7 days to go. 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. Even if you're not actively watching online content, the device could still be streaming, which counts toward your data usage. I havent been home much this month. 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