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Kudos0

Purge my Backup - Called Norton support 7 times since Dec '17

My online backup of over 300 g is nearly full - most of it backup sets from old computers, so I want to delete it all and start over with backup (rather than Norton's suggestion to purchase more backup).

I tried to delete the backup sets using the Norton security app and using windows explorer - no luck.

I've called Norton customer support about 7 times on this issue since mid-December 2017. Most times, the agent takes control of my computer, confirms that he/she is unable to delete the online backup, completes a purge request form online with my assistance, promises to escalate the issue, and informs me I will receive a call from Norton in two days. BUT NOTHING HAPPENS.

The latest is that I called two days ago and the agent went through the above process. He was very helpful and was certain the issue would be fixed by today. ..... Guess what. Nothing. So I just called again. Helpful agent again promised to escalate the issue and said I will receive a call from Norton in two days. . . . . deja vu

Any suggestions?

Replies

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Hello Zak. I have asked an admin to assist you with your issue.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos1 Stats

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Hi @Zak in DC,

Welcome to the Norton Community! 

I understand you have difficulties in deleting the old backup sets and you would like to delete it all now so you can back up new data.

so I want to delete it all and start over with backup

No worries. I'm passing this on to the data purge team right away. I'll update this thread once the data purge is complete.

Sorry for the inconvenience caused. 

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Thanks.

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

I hope this isn't deja vu for me as I've only called once, 10 working days ago and nothing has changed! Like you an agent took control and filled in a purge form reference 33898374 but nothing has changed.

My backup is also full of old rubbish and like you I cannot access my old files and even the newer ones wont delete so I'm stuffed too!

Can anyone help me?

Thanks Tracy

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Hi @Zak in DC,

Thank you for your patience.

The data has been purged. Could you please check it now and let us know if it looks good?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Hi @TracyP,

Sorry for the inconvenience caused.

TracyP:

I hope this isn't deja vu for me as I've only called once, 10 working days ago and nothing has changed! Like you an agent took control and filled in a purge form reference but nothing has changed.

My backup is also full of old rubbish and like you I cannot access my old files and even the newer ones wont delete so I'm stuffed too!

Can anyone help me?

Thanks Tracy

Would you like to purge all your data? 

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Hi Mohan

Yes please with the exception of the following two backup files "New backup 240118" and "Pictures F drive" that I've created and run recently please!

I'd really appreciate it.

Thanks

Tracy

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

YES! Thanks! Files were purged! Really appreciate your help!

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Is there any tool for us Norton Security Premium users to purge our own old files and folders from previous backup sets? The app process "Delete Backed up Files" only gives access to the current backup sets...

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Can I too request a purge of my backup files? Contacting support does nothing as they don’t understand what the problem is.

Virginia/Twilight Princess. Windows 10 Pro 64bit, iPhone X, iPad Pro 9.7".
Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Twilight Princess:

Can I too request a purge of my backup files? Contacting support does nothing as they don’t understand what the problem is.

Hi @Twilight Princess

Yes but I've sent you a Private Message requesting additional information. Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Hi Mohan_G

I replied to your question but my files still haven't been purged - do you need something else from me?

Thanks

Tracy

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

"Is there any tool for us Norton Security Premium users to purge our own old files and folders from previous backup sets? The app process "Delete Backed up Files" only gives access to the current backup sets..."

Did you ever get a response to this post? Can you please share?

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

TracyP:

Hi Mohan_G

I replied to your question but my files still haven't been purged - do you need something else from me?

Thanks

Tracy

Hi @TracyP,

I've sent you a private message for additional information

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

@TracyP,

The requested data has been purged.

Could you please check it and confirm?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

Woo hoo yes all purged as requested THANK YOU Mohan for your help!

Kudos0

Re: Purge my Backup - Called Norton support 7 times since Dec '17

@Mohan_G,

Can I ask for backup purge also please?

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