My Norton Online Backup account shows 22 GB of storage being used. I have purged all stored files. I have deleted all computers. But the storage used indicator never goes down. The Chat people told me to wait 24 hours for my changes to take effect. Not true. Then they told me someone would call me. Not yet. Then they said it would happen if I sent a requesting email to some NOBU address and waited seven days. But the address is invalid. Does anybody have a solution for this?
I just concluded a remote help session with Norton's online support on this issue and have requested a refund and am canceling my subscription. I was told that I cannot backup 25GB because the 8.25GB of backed up files that I already have takes up 22GB of space due to encryption.
I feel that this is a blatantly deceptive marketing practice on the part of Norton and I intend to report it to the BBB and attorney generals office for deceptive marketing practices.
bhenderson wrote:
I just concluded a remote help session with Norton's online support on this issue and have requested a refund and am canceling my subscription. I was told that I cannot backup 25GB because the 8.25GB of backed up files that I already have takes up 22GB of space due to encryption.
That is incorrect. The way files are stored on the back end has nothing to do with the way your account is credited for quota. Even if it did, the data stored on the servers is at worst the same size as it is on disk and more often than not quite a bit smaller due to compression.
More likely your account quota was just out of sync. Support folks should know how to address it. Sorry for the confusion.
It appears that the support person I spoke with did not know how to resolve the issue (or did not wish to do so). When I cancelled my service on Saturday I removed all PC's from my backup account. I checked it today and it still says I have 14.5GB in use, 2-days later. The support person did not offer to make any corrections to the account and insisted on blaming the problem on encryption.
I liked the service and would like to continue using it, but if Norton's support persons are unable/unwilling to correct such situations there is no difference to me as the customer. Either way I don't have the use of a large portion of my storage space.
If this situation can be corrected I would be willing to consider reactivating my account and continue using the service. Can you direct me to a specific person/group (other than the remote chat support) who can resolve this issue?
My Norton Online Backup account shows 22 GB of storage being used. I have purged all stored files. I have deleted all computers. But the storage used indicator never goes down. The Chat people told me to wait 24 hours for my changes to take effect. Not true. Then they told me someone would call me. Not yet. Then they said it would happen if I sent a requesting email to some NOBU address and waited seven days. But the address is invalid. Does anybody have a solution for this?
Sure, I'll fix it for you. Send me an email with your NOBU product key and I'll take care of it today.
To let everyone know; I communicated with Scott and he was able to resolve the problem with the space and I am now using Norton Backup again.
I would suggest that if the Norton support representative is unable or unwilling to correct the issue, you should ask to be escalated to a more experienced representative.
Thanks again to Scott for his assistance with this issue.