Xfinity.com Website

[TBDave]

I just noticed that the Usage Meter is missing from my account.  It was working fine a couple days ago.  Has it been moved?  Is it just a temporary problem?  Do I need to do something to get it fixed?

I'd appreciate any help.  Thanks.

[UHFhd]

Seems to be a issue end of month have seen problem posted before . 

Sticky note on subject http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Usage-Meter/m-p/919117/message-uid/919117#U...

CC-Dete comcast ...............  If previous contacts have been unsuccessful, please try once more and ask the agent to "roll" and "reprovision" your device will resolved the trouble. This usually resolves the trouble in a large number of cases.

[EG]

---

TBDave wrote:

I just noticed that the Usage Meter is missing from my account.  It was working fine a couple days ago.  Has it been moved?  Is it just a temporary problem?  Do I need to do something to get it fixed?

I'd appreciate any help.  Thanks.

---

Specifically mention to them to do an "APT push"/ roll and reprovision of the modem.

[Queen-Evie]

Have you recently gotten a new modem? That can cause the usage meter to disappear.

Because anything is possible and it could be an end of the month problem, it isn't likely. It usually disappers for a short time on the last day of the month as it is being reset.

As UHFhd mentioned you may need a roll and reprovision. IF YOU HAVE COMCAST DIGITAL VOICE DO NOT CALL FROM YOUR HOME PHONE. IT WILL BE KNOCKED OUT DURING THE ROLL/REPROVISION PROCESS.

[TBDave]

I'm using the same old modem and haven't made any changes, so I don't know why it would suddenly disappear.  Maybe it's the end of month thing, but I thought that happened on the last day of the month (about 2 days from now).

If it doesn't fix itself in the next day or two, I'll call on Monday and request the roll & reprovision.

Thanks.

[EG]

Once again, try specifically mentioning to the rep to do an "APT push" of the modem.

[davidself09]

Mine is down as well.. I will try the "reprovision." Really wish Comcast has more competition...

[HFod]

Am I really supposed to believe that Comcast just happens to "reset" the usage meter every month precisely when the heavy users would want to do the most downloading?  And that this takes a day or two to complete, and in the meantime, it still measures usage, it just somehow can't display it for multiple days?  I don't know what's worse, the corporate lying, or the fact that so many of their service reps clearly believe such nonsense.

[BethKatz]

No, it is just coincidence that someone's meter would be having a problem now. It takes less than an hour for the meters to reset at the end of the month. That reset will happen Saturday evening.

If you have a need to squeeze in some extra downloads, do them Friday evening or Saturday morning. If you wait until Saturday evening, they may end up on April's usage.

[KilgoreTrout]

I'm also missing the meter since the 29th.  Had them do the "APT push"/ roll and reprovision of the modem but that did not fix it.  I don't see it when connecting from my work either.

[scarygodmother]

Mine is missing as well. No its not from being reset at the end of the month. Its been gone for over a week now. This is flat out ridiculous.

[BethKatz]

Double-check that

1 - you are trying to access the meter from an account that has billing access to the Comcast account

2 - you have called Comcast and asked for a roll and reprovision including an APT Push of the modem

3 - you asked the Comcast rep to escalate your issue to someone who can fix it

If you have done all of those and Comcast still can't have your usage meter showing, post here and we'll describe how you should send a private message to one of the administrators with your account info.

While having the meter is useful and it should be appearing, if you've been checking it, you have an idea of how much you've been using. We will keep pushing on people until you get it back.

[Ryknbok]

I Too lost the ability to view the Usage Meter. It happened when the month rolled over.  I rely on it every day or two since we regularly hit 240 - 250 GB threshold every month and need to keep an eye on it since we have gone +275 GB twice in the last 4 months.

Guess I need to call for the ATP push.

[durp]

Lost Comcast usage meter last last month as well. Tried using IE 9, Chrome and Firefox, it was not available on any account. Tried Comcast support and the technician escalated the problem and did a roll and reprovison of the modem, the usage meter is still unavailable several days later.

[jimmyb981]

I am currently missing my meter as well, going back to the end of March.  I eventually set up an online chat with Support, and they did the provision trick (while on the chat, and fortunately we were able to reconnect after that), but it was still missing.  The rep even reset my password, verified it was still missing, escalated the ticket, and that's been all I've heard since March 31st.  Is there more going on here than just two or three of us having problems?  For example, why does this happen?

[scarygodmother]

Well missing for about two weeks now. Im sorry but the story about it being a result of the end of the month reset is just not true. Its replaced on my page with a box about making sure my email is correct. Comcast, your service is spotty at best could we just have the meter back now. Enough people have this problem to warrant someone fixing it. Absolutley the worst customer service.

[EG]

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scarygodmother wrote:

Im sorry but the story about it being a result of the end of the month reset is just not true.

---

It "IS TRUE" for some users..

[BethKatz]

It sounds like many of you have lost your usage meter after being able to see it. So that would seem to rule out the problem of using an account that doesn't have billing access. You've seen it before. But only some secondary accounts have access. Maybe even try looking with your primary account if you haven't been doing so.

The usage meters do go away for a short time (under a few hours) at the end of the month.

The modem being properly connected to your account and properly provisioned is not a general problem. It is specific to your account.

The fastest way to get it fixed is to call Comcast and ask for the APT Push. If that doesn't work, ask them to escalate your issue to someone who can investigate it.

I'll ask an administrator to look at this thread. He will probably ask you for your account information.

You could also try contactiing We_can_help@comcast.com

Please include all of the following in your email: The full name on your account, the telephone number they have on file for you in addition to the best contact number, the full address where service is active and a detailed description of the problem when emailing. 

In this case, note

- that you have already called Comcast and had a roll and reprovision,

- that you had seen the usage meter previously so that you know you are using an account that has access to it, and

- that the usage meter is still is not available.

[Phakur]

Yes please help-

Comcast has substituted a box regarding adding users for the Usage Meter.

I wwould like to see the usage meter returned please.

[jgalego]

Lost my meter as well

[BarbKeith]

I do not have a usage meter either. I found out comcast/xfinity is allowing HBO GO on xbox so i decided to try and find out aprx how much the data usage would be. Thats when i found out about the usage meter. Just as everyone else is reporting, there is NO usage meter available.

I have not contacted a rep yet, just figured i would comment here first.

[JLC10000]

I lost my bandwidth meter for the 2nd time in a couple of weeks. The first time the reprovisioning of the modem worked. The 2nd time today it did not. My issue has been escalated, but not holding my breath. Tried multiple browsers on differnet (MAC/PC) platforms from primary user login to no avail.

[BethKatz]

Those of us who volunteer to help here have no access to your account. We can't check whether your modem is correctly connected to your account. We can try to draw attention to your problem, but you still need to contact someone at Comcast with your account details.

Just saying "me, too" doesn't help. 

Did you send the info I listed above to We_can_help?

[KilgoreTrout]

I spent almost an hour on the phone with support on Friday, and the incident has been escalated but no word back as of yet.

[BethKatz]

I reported this thread again a few minutes ago.

[jennifero]

I, too, am missing my bandwidth meter. I've tried accessing it on all of our computers, clearing cookies, etc., and still nothing. I was able to see it up until yesterday.

If I don't see it by tomorrow I'll try calling, but it doesn't look like that helps anyway. Hopefully it shows up again soon, I'm super worried about going over the cap.

[jimmyb981]

I have just sent the email to We_can_help@comcast.com

I'm not sure if I am the only one to do so, but I will post here to let you know what happens.  My data usage meter has been out since the end of March and is still missing.

[jimmyb981]

Hello, everyone.  I emailed that stupid drop box (We_can_help@comcast.com).  I explained my issue.  This is what I got:

James,

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

Apparently, they can't help.  They can charge LOTS OF MONEY, put constrants on our accounts, and then give us a customer service line that basically says, "Sorry, not going to tell you anything and certainly not going to help."

This is ridiculous--I couldn't even use the "crud" word, because apparently it's a "bad word". They can censer a post on their forums, but they can't give any answers to problems they've created.  Anyone hear anything else? 

[BethKatz]

Making changes in your web browser does not help. If you don't see the meter and you are trying to see it from an account that has billing access to the account, there's a problem in the connection between your modem and your account.

You *NEED* to call Comcast and ask for a roll and reprovision with an APT push.

On the bright side, if you have never seen your meter, you probably aren't using nearly as much as you suspect. And Comcast doesn't cut you off abruptly if you go a little over. See the excessive use policy:

http://customer.comcast.com/help-and-support/internet/common-questions-excessive-use/#excessive6

[jimmyb981]

Not to discredit what Beth has posted, but I have been getting emails from Elisa that tell me this is an issue that is affecting some people.  When I talked about inconveniently not being able to see the data usage meter in two weeks, she replied with the following:

From: "Stagliano, Elisa" <Elisa_Stagliano@
Date: Tue, 10 Apr 2012 16:50:17 +0000
To: James Buchanan <jimmyb981
Subject: RE: data usage meter missing

We don’t have a specific timeframe to share right now. And for any impacted customers, data that is consumed during this maintenance period will not count towards their monthly data usage allowance. 

I don't know how true that is, but this is what I'm hearing.  Can we get any confirmation about this?  Again, I have talked with a technician--they did the modem thing, and still couldn't access the meter, and it was supposedly escalated.  

[BethKatz]

I don't know. I've also reported this thread. It would be nice if someone from Comcast would comment.

[ComcastLarry]

Yes, we are still in our maintenance period with the Usage meter. We do apologize for all the issues during this time frame.

[rbeats]

My meter is missing too. And after reading this entire thread I see it is known to Comcast.

Why can't Comcast put a note where the meter would normal be alerting users to the issue?

What is the ETA on the fix?

Where is the official document from Comcast stating bandwidth usage during this time period will not be counted?

[jimmyb981]

Yeah, the only thing I got was from the email from Elisa, saying that they are not going to count data used during this time.  I wonder if there is more going on than just maintainance...

[control2]

Yesterday, 4/11/12, I set up an XBox 360 to take advantage of Xfinity's new offering of streaming video (Xfinity, HBO-GO, MLB.TV and other services) that they stated would now not count against one's monthly Gb cap.  I downloaded the apps and tested out the quality with which I was quite pleased.  I then went to take a look at the Usage Meter to jot down a few numbers for future "comparison" and discovered that the meter was absent.  I called Customer Service, and to make a long story short, they advised that it was a "known problem" and that none of my usage, via either XBox or other devices would count towards the monthly usage until they had fixed the problem.  Anyone else have this experience ?

[thatguy1978]

You are correct. I just finished a chat with a tech support representative and he/she confirmed that the usage meter is being upgraded and that none of my internet usage will be tracked until the update is finished. My usage meter disappeared right after I activated my XBOX 360 with Xfinity.

[jimmyb981]

I'm wondering if part of the problem is with those who have an XBOX and tried to use the Xfinity app.  I wonder if there is a connection between that and the data usage meter needing to be upgraded.  Any thoughts or confirmation?

[JLC10000]

Possibly. I had recently activated my sons XBox app as well. 

[rbeats]

I can confirm I added the xfinity and HBO go app to my Xbox a few days ago.

That seems to be the common theme.

I too wanted to monitor my internet usage to verify my use of the xfinity app did not count against my monthly bandwith allotment, even though I never come close to hitting the limit, It is the principle to me.

[KilgoreTrout]

Same here, our meter disappeared the day we activated our son's X-Box.

[TBDave]

Me too.  I activated the Xfinity app on Xbox about a day or two before I posted this thread.

[deafninja]

Larry my usage meter is gone as well and I believe that it coincided with the xfinity xbox app being installed on my xbox.  I have tried contacting chat and email and no one has resolved the issue all they say is that everything is good as far as they can see.

[jimmyb981]

So can we keep this going and help Comcast?  Is this the case with those who have posted before--we have installed the XBOX 360 App and our data usage meter is missing?  

A question I have, because there is another thread I'm checking on the XBOX side--is anyone having a problem accessing that app after using it once?  And also missing their meter?

[durp]

Just an FYI, multiple articles have quoted comcast saying the Xfinity Xbox app will not count against the 250gb bandwidth cap, kind of weird since Xfinity's online subscription streaming service does. The explanation does not make sense.

XBox Live Adds HBO Go, MLB.tv and Comcast Xfinity Apps

http://www.pcworld.com/article/252660/xbox_live_adds_hbo_go_mlbtv_and_comcast_xfinity_apps.html

Comcast has declared that Xfinity On Demand on the Xbox will not count against your 250GB bandwidth cap, saving you some dollars.

"Since [Xfinity On Demand] is being delivered over our private IP network and not the public Internet, it does not count against a customer's bandwidth cap. XFINITYTV.com and the XFINITY TV app stream content over the public Internet and count toward the customer's bandwidth cap," Comcast wrote in its Xbox FAQs.

Also of note, Comcast's maintainence period may also involve adjustments to implement the new agreement to track bittorrent downloaders. According to TF, all participating IP's will have it up and running by July 12, 2012.

http://torrentfreak.com/bittorrent-crackdown-center-prepares-to-punish-pirates-120402/

[BethKatz]

Hmmmm. I don't have an XBox. Is there only one wire connecting it to the modem/router? Or is there also a cable so that it acts as a cable decoding box? 

If all the traffic is going through the modem, but the XBox is acting as a cable box as well, I can see why having to separate out the "TV" traffic from the "internet" traffic could have messed up the usage meter.

Curious.

[Ryknbok]

Beth, your question makes little sense. The Xbox is using the Internet whether it is wirelessly connected through a router, Ethernet connected to a router, or (without a router) directly connected to the modem. All scenarios require Internet access through the modem. With that being said, why wouldn't the Xbox usage count towards the cap ? FYI I'm not sure about the addition of the xbox app being the problem, but the timing sure looks suspicious. My meter disappeared about the same time we added the app. Also, kids just checked the app and it is still working on the Xbox ......

[BethKatz]

If you follow the link to Comcast's Xbox FAQs, they note that TV content (as if the Xbox is acting as a cable decoder for a TV) will not count against the data usage limit. But "internet" activity will count.

If Comcast treated everything going through the modem against the usage limit as they have been, bits would be bits. But if some bits are being treated differently (as the FAQ states), that complicates the usage meter reporting. 

I don't have an Xbox, so I didn't know if there were two cables, but it sounds as though the Xbox connects through the modem (via Ethernet cable or wirelessly) and not the coax cable.

Or I could be totally confused. It's time for bed.

[jimmyb981]

XBOX connects through the modem.  My is through a physical connection to the router, and then to the modem.  I have a second XBOX that connects wirelessly through the router, and then various other devices that connect wirelessly.  

[durp]

Same with Jimmy. Have two Xbox's, one connects to cable modem via LAN, other to wifi router which is connected to LAN. Don't see how the traffic from either on Xfinity's Xbox app would be any different from that of a computer using Xfininity.com.

[warnolde]

Im having difficulty finding the usage meter.  I check to see where im at from month to month and for some reason the links locating to meter are gone and cannot find them.  Just wondering where else to find the usage meter.

       thanks

     p.s.  sorry if i posted improperly earlier moderators