comcast data usage complaints

Read our affiliate link policy. A number of … Your California Privacy Rights | Do Not Sell My Personal Information That being said, Comcast's new plan could see customers being charged more for the data they use. But customers with huge internet bills from Comcast who stumble their way to the company’s support forum strongly dispute that notion. Join the Ars Orbital Transmission mailing list to get weekly updates delivered to your inbox. Also, customers who had readings that were too high wouldn't necessarily have been hit with overage fees because the readings might still have been under the 1TB cap, and Comcast allows two courtesy months before billing for overages. If you choose to interact with the content on our site, we will likely receive compensation. Data caps are not a new concept by any means when it comes to internet service providers. Have any states looked into the certification of ISP data metering systems to ensure their accuracy? Sign up or login to join the discussions! Because who doesn't love unfettered greed. “The government needs to do something to stop this practice of capping,” one letter to the FCC regarding Comcast stated. So, I know that in my state, the state government tests and certifies the accuracy of things like grocery store checkout scales and fuel pumps, to ensure customers aren't being overcharged. You must login or create an account to comment. The Comcast data cap means customers stream lots of content will pay more. This statement from Comcast implies that people that use more Internet Data impose a burden to those that don't use that much Data. Unfortunately there is no federal weights and measures to regulate your data usage. Comcast probably wouldn't have such crappy customer service if they had real competition. We're very sorry for inconveniencing our customers and here's what we're doing to address it: We fixed the technical issue, we're proactively crediting the accounts affected, and we're giving those customers an additional $50 credit to make it right. Comcast has admitted the error and told Ars it is giving refunds and additional credits of $50 each to customers who paid data overage fees that shouldn't have been assessed. Learn more about how we make money. Opinions expressed on this site are the author's alone, not those of a third-party entity, and have not been reviewed, approved, or otherwise endorsed. "People just have to take [Comcast's] word on how much data they use and are billed for, and Comcast has proven themselves to be irresponsible at this task.". "If [Comcast] wants to have caps, I think there needs to be better disclosure and tools for the employees, especially now we have proof that it can be horridly wrong," Goldsberry also said. Comcast insisted that someone must have hacked into his Wi-Fi network and used the data. Comcast also needs to figure out how to deploy its new billing software without triggering the problem again. If Comcast were required to meet the same requirements as other utilities when it comes to metered service I guarantee you that overnight Comcast would find it cheaper to just offer unmetered service. Find the right speed of … “The documents the government provided demonstrate than an angry citizenry feels pushed beyond the limits by the worst corporation in America,” the post stated. Another complained that the streaming involved in a single video game somehow ate up 40GB all by itself. But the company told us it will be able to update customer accounts with accurate readings for the August-September period. ... data usage grow quickly. But unlike regulated utilities, Comcast faces no government oversight of how it measures data usage. The problem wasn't isolated to one state, as Comcast said it affected customers in states from the company's Central and Western US divisions. Comcast doesn't enforce data caps in the Northeastern US, where it generally faces stronger competition. When a CEO tells customers they should just get used to data caps and stop being paranoid about them, it would not a stretch to assume the top executive of the nation’s largest cable company has no interest in hearing the views of his customers on the matter and has stopped listening.. Ad Choices. To that end, you should know that many or all of the companies featured here are partners who advertise with us. Comcast announces new, and arbitrary, 1.2 TB data caps for customers in the northeast. Comcast enforces a 1TB monthly data cap in 27 of its 39 states and charges $10 for each additional block of 50GB, up to a maximum of $200 per month. “PLEASE do something. Comcast employees took the position that "our stuff is right, and no, we're not going to help give you metrics so you can determine for yourself if there is a problem," he said. But when Oleg subsequently disconnected his cable modem for a week, Comcast's meter kept counting data that wasn't being used. Starting in January, the cable operator will put all Xfinity customers under a monthly 1.2 terabyte cap on data usage and will charge them $10 for every 50 gigabytes of data … Many of the complaints question how Comcast adds up customers’ data usage, which is generally limited to 300GB without an extra fee. Opinions are our own and our editors and staff writers are instructed to maintain editorial integrity, but compensation along with in-depth research will determine where, how, and in what order they appear on the page. Because Comcast has 27.8 million broadband subscribers, a fraction of 1% could be tens of thousands of customers. But when he unplugged his modem overnight, Comcast recorded another 40GB of usage during a 15-hour stretch in which he couldn't have used any data. Pricing subject to change. As we previously noted, Comcast incorrectly counted data usage in Michael's home while his modem was unplugged. Two other Comcast customers who contacted us about strange data readings say the readings were reset to a lower amount last week, shortly after Comcast rolled back the software update. Comcast customer discovers huge mistake in company’s data cap meter. Comcast still has work to do. I told them that isn't so, and they told me basically that I was wrong and tried to sell me a $50-per-month upgrade to unlimited data. Comcast counterclaims that usage exceeding 1 TB a month is so rare, it represents only about 1% of its customer base. This principle of an unnecessary increase of cost of With home internet usage higher than ever due to the COVID-19 pandemic, Comcast is planning to impose a new cap on the amount of data customers … In January and February, Comcast will give its Xfinity customers not on an unlimited plan a “credit” for any data usage charges over 1.2TB during those months to ease them into the new limits. We detailed other problems in our September 2016 feature "Tales from Comcast's data cap nation: Can the meter be trusted?" As for the subscribers who do get hit with extra fees for going over their allotted monthly data threshold—remember, not a cap!—well, the idea is that the extra charges are fair because those folks are such heavy users. The purpose of this disclosure is to explain how we make money without charging you for our content. Comcast could provide a usage chart showing the specific sites that you spend the most data visiting, which not only would help consumers, but may help Comcast … After 20 GB monthly data use, speeds reduced to a maximum of 1.5Mbps download/750 Kbps upload. Comcast told us that a couple thousand customers were incorrectly charged for overages, but the total number of customers who were given inaccurate data readings was likely significantly higher. The meter will show you how much data you’ve used in the current month. According to Comcast, about 95% of Xfinity Internet customers consume less than 1.2 TB of data per month and that its broadband users’ median monthly data usage … The process of disputing data-meter readings is tedious and often infuriating for customers because Comcast offers no way for users to verify that individual data readings are correct. According to Comcast, about 95% of Xfinity Internet customers consume less than 1.2 TB of data per month and that its broadband users’ median monthly data usage … CNMN Collection "What really gets my blood boiling is during the entire process, even with executive complaints filed twice, Comcast employees were extremely dismissive," Goldsberry told Ars. (To be clear, we are quoting two different people named Michael in this article.). Our content is free because our partners pay us a referral fee if you click on links or call any of the phone numbers on our site. Comcast CEO Brian Roberts once claimed that Internet data is just like electricity and that customers who use more should pay more. In light of the above, it would seem that Comcast’s assertion that only 5% to 10% of subscribers would actually go over the monthly limit could drastically underestimate the situation. One complaint that really struck me was the fact that Comcast doesn’t really offer you any granular information about what might be causing you to exceed your monthly data … If an ISP insists on metering connections and billing appropriately, they must be subject to regulation by a federal weights and measurements inspector, just the same as a gasoline pump. For months, Comcast has stuck to its guns by trying to maintain the idea that its data cap plans aren’t data caps, and that they’re fair because very few customers wind up paying extra money. Guaynabo PR 00968, Sign up to receive the latest updates and smartest advice from the editors of Money. All rights reserved. If you don't, we will not be compensated. Michael Goldsberry, who has been helping his parents in Hinesville, Georgia, deal with a Comcast data-meter problem, told Ars that Comcast offered his parents a credit after weeks of insisting that the meter readings were accurate and that his parents might have been hacked. That occurred before Comcast discovered that the problem was in its billing software, and it's not clear why a modem switch would have had any effect on his problem. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Condé Nast. See reviews below to learn more or submit your own review. The website Cut Cable Today just reported that it filed a FOIA (Freedom of Information Act) request and found out that the FCC has received more than 13,000 complaints about Comcast’s practice of charging customers extra if they go above a certain monthly data allotment. The decision to roll back to the old software on October 2 gives Comcast engineers time to figure out exactly what happened and do further testing before attempting to reinstall the new software. A minimum $15.00 charge applies per month, per account for By the Gig lines, regardless of data usage. Many companies featured on Money advertise with us. Comcast finally admitted its mistake and said the company had entered his modem's MAC address incorrectly into their billing system. The latest NetForecast report found that Comcast's data meter in 2018 undercounted customer usage by 1.5% on average. “Due to the time it would take to process all 13,000+ of these complaints, we weren’t able to get our hands on all of these complaints, but we did obtain just under 2,000 of them.”. 7 calle 1, Suite 204 The back-end software upgrade was rolling out gradually, one CMTS (cable modem termination system) at a time, so the data-meter bug didn't affect most customers. If you’re a Comcast customer, chances are you’re now operating under an effective 1TB data cap. However, according to the company, the vast majority of its customers never use 1.2TB of data in a month. Lots 81-82 Street C One individual reported that while Comcast tallied up his usage to 271GB in one month, a separate service found that his usage totaled only 147GB during the same time period. Some customers may see higher-than-actual data readings while others may see lower-than-actual data readings, Comcast said. Comcast Internet Service has Flex 4K streaming and hotspot services. The FCC has received more than 13,000 complaints about Comcast’s usage-based broadband data trials, according to a Freedom of Information Act … Customers have been discussing the problem on Reddit, Twitter, and a Comcast customer forum. After that, data will be charged at $10 for 50 gigabytes, up to a maximum of $100 additional each month. Comcast's data-usage meter gave thousands of customers inaccurate readings for two months because of a software bug, causing the broadband provider to incorrectly charge about 2,000 users for exceeding their monthly data caps. This company is not yet accredited. What Comcast knows for certain, the spokesperson said, is that the problem was fixed when it rolled back to the previous version of its billing software on October 2. Dorado, PR 00646, Metro Office Park For more information, read, Why Comcast Keeps Insisting Its Data Caps Aren’t Caps—and That They’re Fair, Comcast's New Data Caps Are Drawing an Astonishing Amount of Hate. Some customers are already seeing changes in their data usage readings. Comcast users, as expected, are not happy about it. Comcast said the inaccurate readings affected a fraction of 1% of its customers, but it declined to provide a more specific number. Jon Brodkin Comcast engineers found that the problem began after the company started rolling out a new billing system in early August. Opinions are our own, but compensation and in-depth research determine where and how companies may appear. In times of congestion, your data may be temporarily slower than other traffic. Also, since they admitted that the data problem was their fault, they should never again tell a customer that it's impossible for the data meter to be inaccurate. Cut Cable Today, which has an obvious and unabashedly anti-Comcast stance, minces no words in what it found in the FOIA request. In essence, they put the burden on the customer to prove that the data is being measured improperly. Comcast Customer Service is here to provide Help and Support for your Xfinity Internet, TV, Voice, Home and other services. Comcast told Ars that it was able to identify the customers who were wrongly billed overage fees and is proactively applying the bill credits and $50 additional credits to those customers' accounts. "This seems like an issue that the FTC should look into," Michael told Ars. Another complained that the streaming involved in a single video game somehow ate up 40GB all by itself. The data meter was apparently still collecting accurate data, but the numbers were being reported in the new billing system incorrectly. While updating our data usage meter to a new system, a software error occurred resulting in a small number of our customers being billed incorrectly. While the company is still investigating the exact nature of the bug, Comcast told us that the bug "redistributed" the data counts in an inaccurate way, perhaps meaning that some people's data usage was wrongly applied to other people's Comcast accounts. This isn't the first time Comcast has incorrectly counted data usage. To find out more about our editorial process and how we make money, click here. © 2020 Condé Nast. Our mission is to help people at any stage of life make smart financial decisions through research, reporting, reviews, recommendations, and tools. That's because the problem caused inaccurate readings in both directions, with some customers getting a number that was too high and others getting a number that was too low. The Federal Communications Commission abandoned its primary regulatory authority over broadband providers when Chairman Ajit Pai led a December 2017 vote to kill net neutrality rules and deregulate the industry. Michael, the customer from Duluth, Georgia, told us he had a similar experience: The first couple of calls to customer service, the reps told me that their measuring of data is accurate and it must be that I'm using the data, or a faulty device. We contacted Comcast two weeks ago after we heard from a customer in Duluth, Georgia, who found that Comcast was recording major data usage on his account even when he wasn't using the Internet. Michael's data usage readings went back to normal after a Comcast technician swapped his modem for a new one. Bearing in mind that this new kind of Comcast Internet pricing is only being testing in select markets, and that it hasn’t been around long in any of the markets, the sheer volume of complaints is staggering. Customers don't have to contact Comcast in order to get the credits, and the company will reach out to people who were inaccurately billed to explain what happened, Comcast said. To assure customers that its meter can be trusted, Comcast has paid consulting firm NetForecast to verify the accuracy in a subset of customer homes for several years. Still others griped about going over their monthly data allotments every month, despite having busy work schedules and rarely ever using at-home Internet. How To: Remove Items From Your Credit Report, How To: Boost Your Credit Card Approval Odds, Making Over $65K Per Year? Comcast itself proved data caps were unnecessary, as it highlighted how its network was unaffected with rising internet usage patterns during the early months of the Covid-19 pandemic. We have no one to protect us!”, MORE: Why Comcast Keeps Insisting Its Data Caps Aren’t Caps—and That They’re Fair, If Comcast Did This One Thing, So Much Customer Hate Would Vanish, Ad Practitioners, LLC Overage charges of $10 for each additional 50GB were piling up as Comcast's meter claimed usage totaling multiple terabytes a month. Our inquiry to Comcast and complaints from other customers on social media caused the company to investigate. Therefore, the extra charges for going over the threshold could hit many more customers than Comcast would have us all believe. Click the “Devices” tab at the top of the page and then click the “View data usage” link under Usage Overview.

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