Xfinity.com Website

[Christine1559]

We are new customers and the usage meter worked until we needed a different modem, I  have called Comcast and they submitted a ticket for lvl 2 support and still haven't heard anything. I really would like to be able to see my usage as we got 2 new computers for christmas and have been downloading alot of sutff for them.

[reasd]

Hello,

Try calling comcast again and ask them to roll and reprovision the modem.

[petecis]

I don't think the usage meter has anything to do with reprovisioning the modem.  The usage meter I am thinking of is the one that is online on the comcast "Users & Settings" web page.  

I just checked and my usage meter is missing also.  

[Queen-Evie]

That is the usage meter that is being discussed in this thread. A new modem will often cause the usage meter to disappear. The new modem is working because it is provisioned but the meter will not show up.

Call Comcast and ask for a roll and reprovision. That should work. You may not see it show up immediately.

I had the same issue this past summer and it took about 2 hours after the roll and reprovision before it showed up.

If you have Comcast digital voice phone service do NOT use the home phone to call. The process will knock out your phone.

[BethKatz]

As I understand it, for the data usage meter to report on the data going through your modem, the modem needs to be connected correctly to your billing account. The "roll" action we mention seems to involve checking the association of your modem and your billing account. Only the primary account and secondary accounts with billing access can see the meter. I gather the "roll" connects the modem's MAC number with your bill.

I think that's why we suggest a "roll" followed by a "reprovision".

But we're customers like you and don't know precisely what is involved. If my meter wasn't showing, I'd call Comcast and ask for a "roll and reprovision". As Evie notes, if your phone goes through the modem, use a different phone to call.

[EG]

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petecis wrote:

I don't think the usage meter has anything to do with reprovisioning the modem.  

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Indeed it can....

[petecis]

Gotcha, thanks for correcting without flaming me :-)  It's appreciated.

[cusefan1]

Yeah.......the roll and reprovision does not work! Still no usage meter! Extremely frustrated with Comcast!

[Queen-Evie]

cusefan, when was the roll and reprovision done?

[cusefan1]

twice tonight.

[Queen-Evie]

It may not show up immediately. While it only took 2 hours for mine to show up, it could take up to 24 hours.

Keep checking to see if it shows back up.

[koclem]

For me on osx.10.7 the usage meter just disappeared when viewing the site with chrome one day, however it still works in safari.

I did not do any provisioning or anything like that, its purely a brower thing in my case. for those that have this issue check the basic stuff first, the first assumtion that its a modem/provisioning issue is a little extreme IMO, we are talking about bad webapps here.

[BethKatz]

I don't think I've ever had a problem seeing the usage meter in Chrome on my Mac running OS X 10.7.2 or any earlier version. 

Yes, check with another browser, but in my experience, if it's missing from one browser, it's missing from all of them. You need to be checking with either the primary account or a secondary account that has billing access. Billing access is an extra part of unrestricted. So I don't know why koclem sees the meter in one browser but not another using the same account.

In my experience helping people here, the most common reason for a missing usage meter is that Comcast doesn't have the modem and account connected correctly. Doing both a roll and a reprovision usually fixes that problem. 

[EG]

Particularly specify an "APT push" / roll and reprovision of the modem.

[cusefan1]

The rollover and reprovision DOES NOT WORK! I have had comcast working on this since I posted on here. It's been over two weeks. Comcast called and said everything was "good", not so. I have tried every web browser there is. Still nothing. 👎

[BethKatz]

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cusefan1 wrote:
The rollover and reprovision DOES NOT WORK! I have had comcast working on this since I posted on here. It's been over two weeks. Comcast called and said everything was "good", not so. I have tried every web browser there is. Still nothing. 👎

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And you are using the primary account to look under Users & Settings?

If so, I'm reporting this to a forum administrator.

[cusefan1]

Oh yeah! I only have the primary on the account. It's frustrating not to be able to see tHe usage meter especially since I am using the Internet for more things

[BethKatz]

I reported this when I posted yesterday. Hopefully they figure out why it isn't working for you.

[ComcastLarry]

cusefan1-

I looking into this issue for you. Can you please bear with me while I look over your account.

[santos_e]

usage meter is gone for me as well, was working in jan when we got the service

[EG]

Have you tried any of the prior suggestions in this thread ?

[cusefan1]

Mine is finally fixed. The tech on the phone whoever he was fixed it within 10 min and even called back to check. I gave no idea what he did but it's there

[joentamsplace]

I have same issue. I requested a "Roll and Provision". Added phone service in Jan. CS and next level TS have not been able to resolve my issue. Next level TS said my old 5100 modem was listed but not connected. She removed it. Still no meter. They would get back to me. It's been another week. Any help is appreciated.

[EG]

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joentamsplace wrote:

I have same issue. I requested a "Roll and Provision". Added phone service in Jan. CS and next level TS have not been able to resolve my issue. Next level TS said my old 5100 modem was listed but not connected. She removed it. Still no meter. They would get back to me. It's been another week. Any help is appreciated.

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Specifically mention an APT push.

[joentamsplace]

CS performed several APT and none of them worked. They said it may be with the availability of the usage meter in my area which is Northern Colorado.

[BethKatz]

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joentamsplace wrote:

CS performed several APT and none of them worked. They said it may be with the availability of the usage meter in my area which is Northern Colorado.

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That's malarky. The usage meter is deployed nationwide and has been for quite a while.

Are you sure that you are looking with your primary account or a secondary account that has billing access?

Did they do a roll and reprovision and then the APT push? (I'm not sure where the APT push fits in there.)

If this is still not working (there might be a delay of a few hours but not several hours), call back and have them try again. If you've tried all that, post again here.

I reported this trying to push from this side, but you should still investigate further.

[joentamsplace]

Thanks for you reply. I agree, the explanation I was given is garbage. I was logged under my primary and secondary account to see if there was a difference. I tried IE and Chrome per their suggestions. I waited a couple of hours and then checked again this morning. Still no meter.

[BethKatz]

Did you try calling and asking for a roll and reprovision? Did you mention APT push?

I reported it as well.

[ComcastLarry]

joentamsplace-

I do see a ticket open for your issue. I've contacted the local area so they will be reaching out to you so we may resolve this issue.

[joentamsplace]

Thx

[v0r73k]

Just checked and my uasage meter is gone too.  Leap year bug?

[Queen-Evie]

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v0r73k wrote:

Just checked and my uasage meter is gone too.  Leap year bug?

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It's possible that it is the "end of the month reset" which will make the meter temporarily unavailable.

Earlier this evening mine was missing but is now showing up again.

http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Reminder-about-data-usage-meter-reset/td-p/...

[v0r73k]

Yes it's back now -- Thanks. I guess I never looked at it on the last day of the month before.  Midnite universal time is 5PM for me so it makes perfect sense.  The Web Devs should really put a "Usage Meter currently unavailable" message in its place when it's resetting and move the meter to a more prominent position like under the "Home" tab.  

[joentamsplace]

Just wanted to say thank your for the help. My Usage meter is now working.

[DrugDoc]

My usage meter has not been active for almost 2 weeks. Calling customer service does nothing. Is there some other method of having this fixed?

[CCCarole]

Did you tell them what Beth posted further up in this thread?

Did you try calling and asking for a roll and reprovision? Did you mention APT push?

[DrugDoc]

I did. I asked them to roll and reprovision the modem with APT push. It has been a few hours and the usage meter is still not visible.

[kris44dad]

They supposedly did all that and my meter is still gone.  I'll call them back. BTW, I don't have a new modem. It's the same I had for years.

[DrugDoc]

Does anyone have any other advice on how to resolve this. Still about 30 days into the problem and no one has been able to resolve it. I still can not see my usage meter. Roll and reprovision with APT push has been done days ago. Still nothing.

[BethKatz]

DrugDoc, I trust that you have seen the meter in the past with this account? And the online account has billing access to the overall account?

I'll report it again, but there seems to be no other way to get this fixed.

Edit: Looking at another thread, Comcast seems to be doing maintenance on some meters???? Some people report problems started after installing the XBOX Xfinity Connect app???

[DrugDoc]

Yes, I have seen the meter in the past with no issue for at least the past year and a half since it has been available. I use the main account to view it as well that I have always used. Roll and reprovision with APT push has yielded no results.

I do the the Xbox Xfinity Connect App installed and activated on my Xbox. Is this the issue?

[jimmyb981]

I'm from the other data usage meter missing thread.  It seems that a number of us (can't verify all of the posters) do not have a data usage meter, and they all state that they have installed and used the XBOX 360 app.  

I also have the XBOX 360 app, and the data usage meter disappeared not long afterward (I don't know the exact timeframe, but I'm pretty confident it was gone the first time I checked after using the app).  

Supposedly usage during this time is not being tracked and held against us, but I would still be careful and try to track how much you are doing.  But it seems to be this is the problem.

[aj48358465]

You can add me to the list of Xbox 360 users who have installed the xfinity app who now have a missing usage meter.

[bagurka]

Same thing here. Used the meter in the past, now it's gone after installing the xbox 360 app.

[kris44dad]

Same for me. Does uninstalling the app fix anything? I assume not.

[jimmyb981]

Has anyone heard anything yet?  Still gone for over a month.

[jimmyb981]

Actually, I just checked with an online technician.  I opened a ticket over a month ago, and it is currently still open on Tier 2 (or Escalation, whatever that means).  This is what a Comcast Technician told me over the online chatroom:

Rubileen Joy: That is right, James. This Usage meter problem is a system outage and does not only affect your account alone. This can be the reason why it is taking more time than usual for it to be fix. We do apologize for the inconvenience, our technician are working on it as hard as they could to fix the feature.

No estimate, no nothing.  Just "sorry for your problem."  

Anyway, thought I'd post here, since this is the latest I got when I asked.  So much for the Customer Service guarantee.

[BethKatz]

Comcast seems to be aware of the usage meter missing for people who have run the Xbox 360 Xfinity app. However, there is no indication of when the usage meter will reappear.

You might want to contact the Customer Feedback folks (Click the Read a letter from Rick link on the page below and then send him an email from the next page):

https://www.comcast.com/Corporate/Customers/contactus/ContactUs.html

[Murtee]

Just wanted to add another name to the list of people who have had their usage meter vanish after installing the xfinity xbox360 app. The meter worked fine for years. 

[aj48358465]

Might have been related to this initiative I suppose

http://news.cnet.com/8301-1023_3-57436489-93/comcast-ditches-250gb-data-cap-tests-tiered-pricing/