Xfinity.com Website

[reasd]

Hello,

The usage meter is alway when you click on myaccount>user settings. It should be on the right side. If it is missing you should contact 1-800 xfinity connect and and ask them to do a apt push roll and reprovision of the modem.

[EG]

They are working on current issues with the app lately where an APT push doesn't help or matter for this latest one.

[BethKatz]

Comcast's FAQs about Xbox 360 ( http://xbox.comcast.net/faqs.html ) states:

• Q: Will watching XFINITY TV directly on my Xbox 360 use data from my XFINITY Internet monthly data usage allowance?
• A: No; similar to traditional cable television service that is delivered to the set-top box, this content doesn’t count toward our data usage threshold. The Xbox 360 running our XFINITY TV app essentially acts as an additional cable box for your existing cable service, and our data usage threshold does not apply.

But normally, the usage meter is counting any bits that go through your modem. So it sounds like Comcast is needing to adjust that usage to not count Xfinity TV content that goes into an Xbox 360. And it sounds like doing that may be involved with the missing usage meters. Maybe. 

[corgi11]

 I live in the Chicagoland Area and have not had a usage meter problem in a little over a year. At that time it took a lot of calling and emails to get it fixed. Today 4-16-2012 it has disappeared. Before I start calling in and emailing again, can anyone tell me if the  maintenance period with the Usage meter is affecting us in the Chicagoland area as well.

Thanks.

[CCCarole]

I live in the south burbs.  Just checked my Meter using Firefox and it is there.  Maybe call in and have them reprovision and roll again? 

[bnklassen]

Usage meter has been gone for two weeks around the time I installed the Xfinity app on my 360.  Called and a did a roll and reprovision on Wednesday of last week.  Was told it could take 3 days to show up again.  As of 4/16, it is still missing.

What gets me is that the ones of us here that are complaining are trying to really be good usage citizens and play by the rules so we can all get the benefit of faster speeds, less congestion, better uptime, etc.  Yet Comcast seems to place the entire burden of making sure we play by the rules on the customer.

• You must reach out to support to get something fixed that you never asked for.
• You must initiate a support chat session to do get the process started.
• You must tell them that you need to "roll and reprovision" your modem.
• You must take an hour our of your day to escalate the issue on the phone if the chat session didn't work.
• You must pay the penalty if you go over the limit you never asked for but have NO WAY to monitor when you are approaching the limit or you have gone over.

Anyone notice a trend in the above statements?

Guess I will just keep checking my account to see if my usage meter comes back.  If I am sent nastygram, I will cite the above example as a reason as to why I couldn't be a good customer with the badwidth I pay for every month.

[corgi11]

 I called in and asked for a roll and reprovision including an APT Push of the modem and write a trouble ticket as well. Time to wait and see.

[rbeats]

Comcast behaves that way because they are a government protected monopoly. In many regions of the country there simply is no alternative to Comcast. They know this and abuse their customers.

I can not believe this problem has noty been fixed by now.

I am not calling customer support.

I am not intiating a chat

This is beyond absurd.

This is comcasts problem.

[jimmyb981]

According to Comcast, there is an issue.  Supposedly none of the data racked up during this "issue" will count against you.  

Supposedly.  

No one has come on this forum thread to say anything about it.  I have an email from a person who works at the we_can_help@comcast email account.  Again, I don't know if it's gospel truth or not, but that's what I've gotten back from them (and I posted it earlier in this thread what I got from her).

You aren't alone in your frustrations, but getting upset about it at this point doesn't help.  It's not these people who have messed up--most want to try to help, but it's just beyond what they can do at this level.  It looks like they made a critical mistake with their roll-out of the XBOX 360 app, and now their trying to fix it.

[corgi11]

Usage Meter Has Returned

[bnklassen]

Incorrect. Not for me anyway.

[jimmyb981]

It may have returned for you.  It has not for me.  But it seems that your issue was different than the rest presented here.  You didn't report you had an XBOX 360.  Do you have one, and downloaded the app for it?  

Don't get me wrong, I'm very glad that you data meter is back.  But mine's not yet...

[corgi11]

I do not have an Xbox 360 and I just received this email from Comcast Technical Support this morning:. My meter is still here after returning yesterday.

Good morning,

We apologize for any inconvenience.  We’re currently performing system maintenance and some customers may be unable to view their data usage meter at this time.

Thank you,

Elisa

[GODmStR]

Checking in on 4/17 from central MA i installed the xfinity app on my xbox and have not had access to my data meter since then.

I had spoke with the chat help and was told they would get back to me, that was 2 weeks ago now or so.

Some people mention our data wont count till they fix it. has this been confirmed yet. Id hate to run into trouble for going over when i cant even check it

[BethKatz]

I have no insight into what is happening or when it will be fixed. However, Comcast hasn't been being very strict about the 250GB limit. If you had been looking at it, you have an idea of how much you have been using. But you could protest as a group that not being able to see the meter didn't allow you to check.

With that said, I wouldn't go on a downloading binge grabbing terabytes of data.

[jimmyb981]

It's been two days since any activity on this forum--anyone have any success yet?  I still can't see the meter.

[jennifero]

Meter isn't back for me, either. Found out the Xfinity app on the Xbox in anotehr room in the house was activated right before it disappeared, so I'm sure that's my issue, also.

Hoping it returns soon! That, or what others say is true, and that whatever bandwidth accrues while the meter is missing won't count. Really getting nervous about going over the cap.

[BethKatz]

I nudged the administrators again.

[jimmyb981]

Thank you, BethKatz.  Others are frustrated with the service, and I'm certainly frustrated, but technical difficulties happen.  You do what you can to fix it, and you take care of it as you go.  

What's been really frustrating to me is that no one is talking about it to us from an administrative level.  It would be so awesome if an administrator would just come and acknowledge it.  "Hey, we are working on it, and we're sorry, and we'll keep you updated."  Just a simple thing like that every once in a while, to know that we haven't been forgotten.  

I don't expect things to be fixed immediately (although at almost 4 weeks it's a little long), but some communication would go a long way to smoothing it over.

[jennifero]

I sent an email to Comcast support and they stated to me: Please be advised that although you might not be seeing the usage meter, but data being used is still being counted.

So it seems as if there are some inconsistences, since others have heard the opposite.

[KilgoreTrout]

This fiasco may be the final straw for me as far as Comcast goes.  

Between the COMPLETE lack of communication from them (my incident was "escalated" on 4/7 and I have not heard a single thing since) and the atrocious customer support we received when called the other day with ZERO upstream bandwidth (the moron at the call center actually asked "how is this affecting your internet?" and "What do you want *me* to do about it?", I have just about had enopugh.

If they think they can take away the bandwidth usage meter and then saying "but we're still going to penalize you for going over the limit", well their arrogance knows no bounds.

[BethKatz]

Well, I could go on Twitter and suggest that the way around the Comcast data usage meter is to connect an Xbox 360 and run the Xbox Xfinity app. Start a rumor. Make them pay attention.

This is what I tweeted:

I hear that using an Xbox 360 and running the Xbox Xfinity app makes the #Comcast data usage meter go away. @Comcast has no comment.

[scarygodmother]

Been almost a month now and still nothing. Love the fact that in a few days we will be back to the excuse that is casue it resets at the end of the month. Sure does take a long time to reset.

[M1rth]

Yep. Same old garbage "customer service" from comsplat.

Moment I can get something with better speeds and customer service BUH-BYE MONOPOLIST JERKS.

[jimmyb981]

Any updates?  I thought Comcast actually checked their own forums.  This is what completely sucks.  How hard is it to actually check their own forums and say, "Hey, still working on it."  So, since they won't say anything, what have you guys heard?

[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 is aware that the data usage meter is missing on accounts that have run the Xbox 360 Xfinity app.

There's no suggestion of when the usage meter will reappear for those accounts.

Yes, you would think someone from Comcast would comment on this thread. But they haven't.

You might try commenting at:

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

[jennifero]

I emailed Comcast_helps a few days ago and got the standard email. I then pressed for more information and got this response:

For any impacted customers, data that is consumed during this maintenance period will not count towards their monthly data usage allowance.

So at least that gives me something.

[jimmyb981]

Thanks, Beth.  I sent I nice little email to Rick earlier today.  I got a generic Comcast ECARE response, thanking me for my comments.  You've been more helpful than all the others combined.  Thanks again.

[normang]

Where is the usage meter go? Is it just being hid while more than one page tells me my bill is due, which I autopay when due.  If the changes to the account page removed the usage meter, PUT IT BACK..

[Queen-Evie]

---

normang wrote:

Where is the usage meter go? Is it just being hid while more than one page tells me my bill is due, which I autopay when due.  If the changes to the account page removed the usage meter, PUT IT BACK..

---

Today is the last day of the month, which means the usage meter is reset.

Remember that the data usage meter resets at midnight universal time at the end of the month and that usage report may be delayed by three hours. 0 UT is 19 EST (five hours ahead of east coast US); 7pm Eastern.

[Spartibus]

Well, it's good to know that I'm not alone with this problem, at least. I too installed the Xfinity App on my XBOX360, in early April, which caused my usage meter to disappear. I assumed that was what caused it, but I wasn't 100% sure.

I decided to just wait until the beginning of the next month, thinking it would probably come back on the 1st. It hasn't, so I searched Google, which brought me here.

I can't believe this isn't fixed yet.

[BethKatz]

Yes, Comcast is aware of the Xbox 360 Xfinity app making the data usage meter disappear.

As far as I know, there is no indication of when it will reappear.

Be careful to not use terabytes of data, but I think you would have a darn good excuse if Comcast complained about your data usage even though you can't see the meter.

[BlueJay]

Hi Beth & QE,

I've been following these threads of the trials and tribulations from customers who have lost their Usage Meter..

You ladies have gone above and beyond the call of duty, repeating over and over the vagaries of the usage meter.

Is it pure stupidity on my part to think that comcast could do much more than they do at this time?

Customers are, in some way, accessing the usage meter on their machines. 

I, personally, have no problems..  But for those that cannot get to where they want to go to see a meter, couldn't comcast have some sort of notice on the page for these customers when they are unable to find their meter?,  what might be the cause, what to do, and most of all WHAT COMCAST IS DOING to correct the problem..

That's all, 'nuff said.. 

ciao, bj

[Anon296145]

wow glad to see i'm not the only one here i sure hope they can't count this against us. i tell you this i think if they do all of us will have a darn goood excuse as to why we went over. i dont think if we all presed it they would have a leg to stand on really. i sure do hope they get it fixed soon though as i stream allot movies on netflix and pkay games. 

[TBDave]

Has anyone's usage meter come back yet?  I check every day, but it's still missing.

Any updates on this?

[Anon296145]

mine is still gone i check all the time and nothing 

[BethKatz]

Note that Comcast announced today that they are not enforcing the usage limit:

    http://customer.comcast.com/help-and-support/internet/common-questions-excessive-use/

However, I have asked again about why the meter has disappeared for the people who ran the Xbox 360 Xfinity app.

[jimmyb981]

Of course, there's still the problem of using too much and being charged more without the ability to check our data usage.  At this point, I think Comcast is heading this way because they have no idea how to get it back.  At least, I'm not sure that's an unreasonable assumption after 2 months of nothing.

[BethKatz]

For now they are not enforcing the cap. If they don't give you a way of knowing how much you are using, they can't charge you extra. That's part of why they started the usage meter. Take screenshots showing that you can't see what your usage is.

They need to fix the problem of not seeing the meter if you've used the Xbox app. 

But for now, just use your systems. Show them what "normal" is.

[Anon296145]

just took my screen shot glad i did that whey it wont come back and bit me in the a** lol 

[scarygodmother]

Still gone. Never coming back. Comcast sucks.

[jakerawk]

lol.  this thread really made me laugh.  you all really need to follow the news. http://arstechnica.com/business/2012/05/comcast-answers-data-cap-questions/

as of right now you don't have a cap on your data.  only the people who live in one of the test areas have the ability to see their usage stats.

[BethKatz]

---

jakerawk wrote:

lol.  this thread really made me laugh.  you all really need to follow the news. http://arstechnica.com/business/2012/05/comcast-answers-data-cap-questions/

as of right now you don't have a cap on your data.  only the people who live in one of the test areas have the ability to see their usage stats.

---

The part in red is not true. The data usage meter still exists, and many of us can still see it. Mine's sitting at 47 GB today. The cap is not being enforced unless you're in Comcast's new trials.

However, if you have run the Xbox 360 Xfinity app, you cannot see your data usage meter. This is a problem Comcast knows about. But it doesn't matter because the cap is not being enforced.

Use your connection as if there is no cap. Just use it. Don't exploit it just because you can. Just use it. For now, most of us have no cap. And I haven't heard people who are in the trials complaining about it, so I'm guessing that they haven't started. 

So just use your connection.

Note that we mentioned earlier in this thread that the cap is gone within hours of Comcast making that announcement.

[bnklassen]

Okay, so now after 2+ months of my meter being gone AND their announcement about their shift to tiers, my meter all of a sudden shows back up.

I just wish they could get a clean communication strategy around this to their paying customers. I am in the trial or am I not?  Was my cap 250 and now it is 300?

Just a confusing mess if you ask me.

[jimmyb981]

Well, mine is still missing, and they haven't updated anything yet.  Until they officially come out and say what they are doing (and it should be all over the internet, including these forums), keep operating under the assumption that everything is okay.

[Ryknbok]

Crazy as it may sound to some of you, my meter"s" have also returned.  I haven't checked the website in a couple of weeks, but it has returned. Not only do I have one, but two meters. One for phone (EMTA) and one for my chsi modem.  Both show numerically above the bar chart how many GB have been used to date, along with the "250GB" at the far right end. BTW last month (May) I finished out at 263GB. That's the 2nd time in 6 months going over 250.  Yes, I did get a call & shut down for a day because we hit the 250 limit multiple times at the end of 2011.