Xfinity.com Website

[zzzpk]

I can't see the data usage meter using my online account.

I called Comcast last week and talked to them about my problem. I even asked for a roll and reprovision of the modem but the meter still doesn't show up. They ended up submitting a ticket for me and told me that a representative will be calling me in 24 hours but never called.

I chatted with a representative this morning through live chat and still haven't got my issue solved.

So I'll try my luck here instead.

Anyone has any idea what is the problem?

(PS: I just signed up for comcast last month and my modem is a used modem.)

[CCCarole]

I have notified the Administrator of your post.  You said this is a 'used modem'.  Do you own the modem or is being rented from Comcast?  What date did you start Comcast service?

[zzzpk]

I bought it from my friend. I started the service from Aug 18.

[CCCarole]

Ok- I will notify the Administrator.  He can check your account.  It might have something to do with it being a new account too.  OR a possible mistyped number for the information required when you modem was first provisoned.

[ComcastLarry]

zzzpk-

Are you able to view the usage meter?

[ahinterlang30]

I had the same issue and was able to resolve it by switching to a different browser. I'm using a new-ish Mac laptop running Snow Leopard and was experiencing the issue in Safari 5.1 but was able to access it in Firefox 5.0.1. You might want to try doing the same and see if it works for you. Hope this helps!

FYI - I couldn't see my account details at all in Google Chrome (it's a 15.0.874.24 beta version, so who knows?)

[wavedog]

Could be the browser but I don't think so.  I was using IE8 and used to see the usage meter.  Now I can't.

[Queen-Evie]

wavedog, if it doesn't show up within the next couple of days call Comcast and ask for a roll and reprovision of your modem. If you have Comcast digital voice don't use that phone to call.

Speaking of modems, have you recently gotten a new one? Sometimes the usage meter will not show up with a new modem.

edit to add: with a roll and reprovision the meter may not show up immediately. After I had one done, it took about an hour before I was able to see it.

[Larnot]

I am also having this problem and got quite a run-around yesterday from a rep in chat. Here is the way I started:

-start-

I cannot access my comcast data usage meter anymore.  The last time I tried was about a year ago and haven't had to worry about it but lately I have been more active and did not want to go over the 250GB monthly limit. However, the meter which I used to access and is still listed in your help files as being at Data Meter is no longer there.  The help page is there, but when I go to the place it suggests, the meter is no longer available. I tried as primary account and on secondary ones and I also tried on 3 different browsers (IE9 Firefox and chrome), with no luck.

-end-

As you see I have tried 3 browsers and now have tried 3 different computers but no meter.  The rep really tried to pass the buck, telling me "It would be resolved in 24 hours" and that I should try back in 1 hour (several times he said this).  He did eventually tell me, "Okay, just got a report that there has been an outage on this".

I don't want to go over my limit this month.  I have come close once or twice in the past and I just got active again recently so my usage this month will be heavier that it has been.  Without the meter I do not know where I stand and don't feel it would be fair to be sanctioned if I do go over.  Especially if it continues to be broke past the end of this month.  I wouldn't think it would, but seeing that the OP here said his has been out since last week, I am now concerned even more.

Anyone else having issues with this?

[Queen-Evie]

Larnot, first don't use chat. While it can help with some things, it isn't very effective over-all.

 Call Comcast and ask for a roll and reprovision of your modem. If you have Comcast digital voice don't use that phone to call.

Speaking of modems, have you recently gotten a new one? Sometimes the usage meter will not show up with a new modem.

edit to add: with a roll and reprovision the meter may not show up immediately. After I had one done, it took about an hour before I was able to see it.

[Larnot]

Hi Queen-Evie,

Thanks for the suggestion.  It is still broken and no, I haven't changed my modem since the service was originally installed.  I will call as you suggest and request the procedure.

I also appreciate your candid opinion of customer service via-chat.  It is a shame that it is as unreliable as you expressed and obviously so (unreliable/ineffective).  It would seem that it could be eliminated as the money wasted maintaining such a service would be better spent elsewhere.  Truly, I was very frustrated by the end of my conversation with the chat rep and to the point of switching service.  I have cooled down since, and am now weighing my options objectively.

Again, thank you for the suggestion and I will return with a report of success or failure, whichever proves true.

Thanks!

Larnot

[wavedog]

Larnot - did a roll and reprovision correct your usage meter problem?

[Larnot]

Sadly, no.  It did not...  now I am hoping just to not go over.  

[dragonz02]

yeah I'm having this problem too, can't see the meter.  Old modem went bad and had them switched for a new one recently.  Guess I'll call them and ask them.

[Queen-Evie]

---

dragonz02 wrote:

yeah I'm having this problem too, can't see the meter.  Old modem went bad and had them switched for a new one recently.  Guess I'll call them and ask them.

---

A modem swap can cause the meter to disappear. Call and ask for a roll and reprovision of the modem.

[Brian K.]

My usage meter has been missing as well.  It seems to have happened after I upgraded my speeds from Performance to Blast. 

I attempted to contact the live chat customer service (becuase I am at work) but they wanted me to paperclip the modem but its a Customer owned Motorola 6120 and does not have that hole (only power, coax, and ethernet).  She attempted the "roll and reprovision" but it appears to have knocked the modem offline permanently, normally I am able to remote in.  I will attempt to contact the 800-Comcast number when I get back home after I power cycle the modem. 

[dragonz02]

I just spoke to tech support awhile ago, and apparantly, comcast has removed this feature.  Instead, they will email you when you reached certain percent.

[wavedog]

All-

I have got my usage meter back today.  Not sure why it went away or what really needed to be done but it is back.  Here is what I did.  There is also a direct comcast support forum sponsored by DSL reports.  It is at this link.  https://secure.dslreports.com/forum/comcastdirect.  I signed up for an account (no cost) and was contacted by Comcast Steve.  He did the reprovision of the modem and about an hour later the usage meter was back.  I had also tried to call the support number but got bounced around and put on "hold".

[EG]

---

dragonz02 wrote:

I just spoke to tech support awhile ago, and apparantly, comcast has removed this feature.  Instead, they will email you when you reached certain percent.

---

Incorrect.

[dragonz02]

---

EG wrote:

---

dragonz02 wrote:

I just spoke to tech support awhile ago, and apparantly, comcast has removed this feature.  Instead, they will email you when you reached certain percent.

---

Incorrect.

---

Mind filling me in on this?  Either I'm misinformed or the person wasn't sure of the problem.

[wavedog]

The usage meter still exists on their website. 

[Larnot]

I went to the website and Steve also helped me.  He got my data usage meter back.  I will include the entire conversation below.  He said he "cleaned up some database issues on the back end" and that did fix it.

Sadly, I am 51 gb over here on the 28th when I finally get my meter this month!  Hopefully my attempts with customer service to report this meter outage will garner me some grace.  Here is the conversation:

(the site was  https://secure.dslreports.com/forum/comcastdirect )

Data Usage MeterMy Data Usage Meter is and has been gone most if not all the month of October. I had a very disagreeable discussion with Comcast online help and I am still frustrated. I'd like the meter back. I fear that I may have already went over the 250gb limit this month but have had no way to gauge it or find out. Thanks
to forum · permalink · actions · hey mods ·  · 2011-10-26 05:37:15 ·   ·  · Print · Edit
ComcastSteve Premium,VIP join:2009-01-06 Philadelphia, PA kudos:105	Can you give me some account info? - Name: - Phone Number on Account: - Contact Number: - Best Time To Call: - Email: - Address: - MAC (if HSI Issue): -- ComcastSteve
to forum · permalink · actions · hey mods ·  · 2011-10-27 15:11:52 ·   ·  · Print
Larnot join:2011-10-26 Anoka, MN	[del] DxDiag.txt 42,689 bytes - Name:********** - Phone Number on Account: ************ - Contact Number: same - Best Time To Call: 10am-2pm cst, I don't answer blocked/unknown calls, so please call from comcast or give me an exact time/day - Email: Primary: **********@*******.com - Address: ********** - MAC (if HSI Issue): ? Thanks I can include dxdiag info if needed. Since this started I have also done a clean install of windows7 and still have the issue.
to forum · permalink · actions · hey mods ·  · 2011-10-27 18:23:23 ·   ·  · Print · Edit
ComcastSteve Premium,VIP join:2009-01-06 Philadelphia, PA kudos:105	reply to Larnot I cleaned up some database issue on the backend. See if that helps. -- ComcastSteve
to forum · permalink · actions · hey mods ·  · 2011-10-28 18:12:31 ·   ·  · Print
Larnot join:2011-10-26 Anoka, MN	Yes, it did thanks you. I am over by 51gb and I hope they won't hold it against me since I could not tell how much I was using or I would have adjusted and remained under. Thanks! Ed

[dragonz02]

dang it, mine isn't back up yet. 

I restricted the internet uses around the house from what used to be a 15hr/day to 5hr/day in these passed 5-6 days in hopes that we don't go over the limit.  Hopefully this problem gets resolved soon.

[wavedog]

As luck would have it mine is gone again.  Lost power due to the storm and the meter never came back.  It seems like this would be a simple thing to fix once and have it stick. 

[The-Forum-User]

No usage meter available anymore. Comcast sucks. They have no clue. Also, their speed test is a lie. I wish I could get a different ISP but I'm stuck with this c r a p.

[BethKatz]

Call Comcast and ask them to roll and reprovision your modem.

[wavedog]

Why do I need to keep calling for them to do this?  This has been done multiple times and yet the meter will disappear eventually.

[BethKatz]

I don't know. I'm a customer like you. However, the data usage meter is tied to your modem and how it is registered with your account. It could be that the MAC number for the modem isn't recorded properly and connected properly to your account. That makes it a billing problem.

If it's a Comcast-provided modem, you might be able to get them to replace it and when they get it set up appropriately, the usage meter problem may go away.

But that's just a guess on my part.

[wavedog]

You would think after several online chats and calls with Comcast customer service they would just fix the problem.  I am not sure I understand how they can put a data cap on your usage and not give you a reliable way to monitor the usage.