Issues
Backup so slow that number of files increases, 10 days ago I had 12,000 files to backup, now it is 17,000 and this is without adding files, just normal photo editing, using Lightroom.
Tech support blame your computer or bandwidth, no help advice on what may help speed the backup. Despite him seeing that I have 18M upload speed we spent 45 mins arguing about whether it was working or not and final comment was that I should just wait for it to complete. Couldn't seem to grasp that if the number of files just increased, that was never going to happen.
Backup Process. Follow on issue with slow backup is that backups work in alphabetical order, according to tech support. So if you backup C: User\Appdata and the backup is so slow that Appdata is changing, as you work. These updated files will be added to the backup ahead of any files further down the list, so photos\music\videos will NEVER be backed up. They could have been sitting there for days\weeks and will not be backed up.
Continuous backup doesnt work. In STATUS it will tell you that all your files are safe and its been idle for 45 mins, but look in Settings and it will say x thousand files pending backup. So its lying about the files being safe and despite having thousands of files to backup, is doing nothing.
Backup Now in settings there is a button saying Backup Now. Press that and you think it will immediately get to work on all the waiting files. No, minutes after doing this it is still on Idle, or it won't start at all.
I downloaded a trial of iDrive after 5 days of this issue, in the next 5 days it backed up 600Gb of data over the same internet connection, from the same computer. According to Carbonite though its an issue at my end...
Tried to check my backup files on Carbonite website - got a message saying they were not available and I should try later. Does not inspire confidence in the Always Available Anywhere slogan.
I removed thousands of files from Carbonite backup list to get the number down and it is now backing up at a reasonable speed.
Unbelievable. I have been using Carbonite over the last year. Due to my computer crashing I lost the backup program that runs on my computer. I contacted Carbonite online via chat because their phone support was not available on Saturday evening.
I was told by the chat representative to uninstall the program then go to their website, log on and then reinstall.
PROBLEM: Carbonite would not accept my email in the logon screen telling me that had no record of my email
ANOTHER PROBLEM: This chat person assured me that the email address I was using was correct and I should just go ahead and log on
ANOTHER PROBLEM: He obviously was not paying attention because I told him clearly that the address was not being accepted.
I went around in circles with this guy. He refused to get me a manager. He told me I would have to wait 2 DAYS! To hear back from their customer service department to assist me. Can you believe that!
An error on their end is costing me valuable back up time. I cannot back up any files until I hear from them.
WHAT I DID NEXT: After an hour of stupidity I logged off the chat, and tried again, hoping I would chat with someone who might actually be able to help me. NO! Same thing, different person. EXCEPT: After I threatened to begin lodging complaints about their company they promised me I would receive an email in 2 hours with the password reset imformation. AGAIN, I'd like to remind you that this problem was on THEIR END only and I am a PAYING CUSTOMER who has put my total trust in their service.
NEXT PROBLEM: Did I get the email? NO!
WHAT I DID NEXT: I went back online today and demanded they send me the email that was promised to me. Again I'm told by the chat person that it will have to wait until tomorrow. WHAT KIND OF A COMPANY PROMISED THINGS TO ITS CUSTOMERS BUT REFUSES TO DELIVER AND MAKE GOOD ON THEIR PROMISES? What else is Carbonite up to? What are they doing that we don't know about with our files we're entrusting them with?
ANOTHER PROBLEM: What is the point of 24 hour chat support if they can't help you with a log on malfunction that is on their end?
FINALLY: They make you wait to get answers on the chat screen while they are helping who knows how many other people, even if they are the ones causing you inconvenience. Carbonite needs to hire the right people who know what they're doing. Not just someone who has been trained to say "the right things".
I'll be looking for another backup company and suggest if you are considering using Carbonite, that you do the same.
All I can say is that they will need to reimburse me for the amazing amount of inconvenience and frustration I 've experienced with them.