Carbonite Customer Service Issues

My late husband, Harvey F. Blanck, was a loyal customer of your service for many years and held it in high regard. He passed away 3 years ago on May 7, [redacted]. Despite my efforts, I continue to see your ad/logo pop up on my computer daily, and I am unable to disconnect from your service or stop receiving notifications. At 84 years old, I no longer require your service. I kindly request that you remove my email from all your mailing lists. Thank you in advance for your assistance. Sincerely, Shirley Blanck; [redacted]

I was recently charged $76.71 on my credit card, which thankfully was not successful due to my card being replaced. I haven't used your services in years and am puzzled by this charge. I am requesting a prompt call back to resolve this issue. I spent over 3 hours yesterday waiting for a call from your customer service, which I never received. Each time I attempted to contact you, the price has increased without notification. I am dissatisfied with this service and unless I receive a satisfactory resolution, I will need to cancel. I am frustrated with the lack of direct contact and insistence on waiting for automated calls that never come through. For assistance, please contact me at [redacted]. Harvey D. Brewer

I've been experiencing ongoing issues with my internet connection from my provider for several months. Recently, Carbonite has informed me that they will pause my backup service until the issue is resolved. I reside in a retirement community where many of us face similar connectivity challenges. I'm considering switching to a different internet provider, but I am unsure if this will resolve the problem. I am also uncertain if the new provider can reconfigure my internet service to ensure that Carbonite works correctly. Thank you for your understanding.

Hello, I am experiencing an issue with my home computer's [redacted] GB data drive that recently failed. This drive is backed up on Carbonite, but I cannot see any of the files when attempting to restore them. Initially, the failed drive was recognized as my D:/ drive. However, after a reboot, another internal hard drive was assigned as the D:/ drive. I mistakenly continued with Carbonite backups on this new drive, leading to confusion. Given that this problem occurred on 9/19, I kindly request assistance in recovering the backups from the original D:/ drive. My name is Dean Barsaleau, and I am using software version 6.3.5 (build [redacted]) with serial number [redacted]-[redacted]. Thank you for your prompt attention to this matter.

On Saturday, 9/28, I encountered an issue with my computer where the hard drive crashed, leaving me unable to retrieve important work files. Despite having Carbonite backup, it did not include the work from Friday, which is concerning. I need to address two main issues: changing the computer ID associated with Carbonite to the new one and setting up continuous backups for assurance. As the host computer for a network system using QuickBooks, this is crucial for my business. I would greatly appreciate a phone call at [redacted] to assist me further. I prefer verbal instructions over emails for clarity and efficiency in resolving this matter promptly.

The alert banner prompting me to update my software is very intrusive, and I would like it removed from my computer. Additionally, my attempts to update the software have been unsuccessful due to backup failures, resulting in lengthy and frustrating troubleshooting sessions. Reinstalling the software every time to resolve the issue is a time-consuming process. I am seeking a more efficient solution to address both of these issues.

I have been a customer of Carbonite since [redacted]. In February [redacted], I renewed and paid for a 3-year Mirror image subscription for complete computer backup. In [redacted], my drive failed, and thanks to the Mirror image backup, I could fully restore my computer seamlessly. However, my computer recently encountered issues, and upon contacting online support, I was informed that the Mirror image software was discontinued in October [redacted]. I did not receive any notification about this. Despite discussing that the business plan still supports it, I was charged for a service that is no longer provided. I am dissatisfied with the lack of communication regarding the change. The customer service representatives were not helpful, with the second one seeming unaware of the issue. I believe the company should review their recorded calls to understand the problem better. I am disappointed with this situation.

I utilized my HP Stream laptop for online shopping, and everything worked fine. Today, I discovered that the laptop has been reset to factory settings, erasing all my data, desktop items, and software. I attempted to restore using Carbonite, but encountered an issue with the C drive being full, preventing the completion of the process. I am hesitant to delete anything from the C drive for fear of causing further problems. I then tried to transfer files to my HP Pavilion, which has more disk space, but I am unsure if the files will be compatible with the other computer. The backup process in Carbonite only shows a partial backup today. I am seeking a complete backup from either yesterday or, ideally, from Sunday, 11-17, to restore my HP Stream to its previous condition.

I currently use Carbonite and iCloud Drive. I checked the Knowledge Base and found information about how Carbonite might treat iCloud files as deleted when syncing the documents folder across all devices. This poses a challenge since I primarily use iCloud Drive for storage and do not possess an external hard drive. It seems like using both iCloud Drive and Carbonite simultaneously may not be feasible. Additionally, even though the files are labeled as "deleted," they are still present on my computer. Does this signify that they are solely not being backed up by Carbonite?

Last week was a bit overwhelming for me. I attempted to use OneDrive on Windows 10 but encountered issues. I also tried to perform a full backup with Carbonite across my three computers. Unfortunately, I had the wrong settings, causing my laptop to shut down every 15 minutes. Now I am facing password issues with Microsoft, Outlook, and other accounts, as well as missing data like calendar entries. I am thinking about reaching out to Carbonite to restore my entire system to a point before last week. Any advice or suggestions?

I tried entering my Discover card details twice, but each time I clicked "complete," the system cleared my information and asked me to reenter the credit card details. I also attempted to use my American Express card with the same outcome. How can I renew my two-year Carbonite service without facing this issue? I attempted the automated system for assistance, but I haven't received a call back, only an extended "3-minute" warning. This process has already taken half a day. Can someone please assist me with this? - Bolt (Carlile Bolton-Smith)

At the start of this year, I tried to cancel my Carbonite subscription. I noticed that I hadn't received backup emails since Dec 19. Despite multiple password reset requests, I never received an email to reset my password. Living in France, I couldn't reach the toll-free numbers for help. In July, I saw my subscription was about to renew, so I tried resetting my password again. When I found out my credit card failed to pay, I thought the issue was resolved. Surprisingly, on July 7th, Carbonite charged me again, and now I seek a refund and wish to cancel. I've been unable to contact Carbonite as they no longer send emails. If unable to email me, please reach me at +33 (0)7 84 14 68 16.

My subscription for Carbonite's Safe Basic plan was set to auto-renew. On August 20, [redacted], I got an email saying it renewed to Safe Plus, which I didn't intend. This also happened last year. I need this sorted because I prefer the Basic plan and avoid yearly calls to customer support. I called Carbonite but faced long wait times. Today at 1:51pm CST, the estimated 11-minute wait ended in dead air when the phone finally rang at 2:13pm CST, with no response until I hung up at 2:19pm. Mistakes happen, and I get that. Is there a quicker way for customers with billing issues to reach support?

I terminated my account earlier this year in [redacted]. Despite being informed that I would need to continue using the service until the end of the year, with no refund available, my account was supposed to be cancelled upon expiration. Today is November [redacted], and I received an email notifying me of a forthcoming charge to my credit card. I kindly request that any pending charges be removed as I no longer require this service. Thank you for your assistance. Sue Z.

I am concerned about losing important data if I cannot retrieve it from the cloud. I have been a customer since [redacted] and I apologize for monitoring my calls. At 78 years old, I will make an effort to answer the phone when you call, but if I miss your call, kindly leave your contact details, and I will call you back. I reside in Carson City, NV, USA, in the Pacific Time zone. Please assist me! My computer crashed, and I purchased a new Dell [redacted] with Windows 10 to replace my old one from [redacted]. Although my computer repair shop transferred data from the old to the new computer, I am having difficulty locating it and need to retrieve it from the cloud. I believe I installed Carbonite on March 7, [redacted]. I would appreciate it if Carbonite could assist in downloading software and backing up my data, particularly for Outlook [redacted] and Google Earth Pro. Thank you, David B., Carson City, NV, USA, Pacific Time.

I am Donna from San Luis Obispo, and our household uses three computers: Donna Desktop, Donna Laptop, and Paul Desktop. Recently, Paul's computer was upgraded by a technician with a Solid State Drive to enhance its speed. Following this upgrade, C. was reinstalled on his computer. I am concerned that Paul's files might not have transferred correctly. The file size on his computer seems smaller than before, and I wonder if all the backed-up files are indeed there. I would like to know if the technician selected the correct option when reinstalling C. on Paul's Desktop. I am worried about missing history and would like to know if it can be restored. If there was an error during the installation process, please explain what happened and what should have been done differently. Thank you, Donna Gallagher.

I received an email in early April offering Carbonite Plus service for $28.99 per month. When I tried to purchase it, the price increased during the checkout process. As a previous Carbonite user who had to pause my subscription for financial reasons, this deal was important to me. I contacted Carbonite's customer service, and the person who answered was extremely rude. Their disrespectful demeanor and apparent disbelief in the discounted rate left me disappointed in the way Carbonite handled the situation. This negative experience contrasts with my previous satisfaction with the service. The customer representative's unhelpful attitude during our interaction was truly disappointing.

On April 3, [redacted], I decided to take advantage of an offer to purchase Carbonite Plus for $28.99. The offer was emailed to me on March 31 at [redacted], stating I had until midnight on April 3 to redeem it. I tried to purchase it before midnight on April 3, but the price changed before I could complete the transaction. I contacted Carbonite multiple times on April 4 and again today, April 5. The first person I spoke with today was unhelpful and claimed I never received such an offer, which was upsetting. Upon calling back, I spoke with Tony, who was very helpful and instructed me to proceed with the purchase. Unfortunately, I was charged $83 instead of $28.99. I kindly request that this email be forwarded to Tony. I am seeking a refund of the difference to $28.99. Please process the refund to my card.

The information provided on GetHuman's page for Carbonite's customer service number is inaccurate. While the website states they are available 24/7 with the best time to call at 9 a.m., this only applies to customers with the Endpoint product. For users of Carbonite Safe, the service for home computers, the hours are actually 9 a.m. to 7:30 p.m. Monday to Friday, closed on weekends. It would be helpful if GetHuman.com could update their information to reflect the correct hours for Carbonite's different services. Thank you.

I've been a long-time user of Carbonite, and recently got a new computer running Linux (Ubuntu). Unfortunately, I discovered that Carbonite doesn't seem to support Linux after I had already paid the annual fee of $71.99. I'm unable to download or install Carbonite on my new system. I've been trying to reach Carbonite for a refund with no success. Invoice: #ZIN[redacted]1 Invoice date: 5/16/[redacted] Billed to: Warren Anderson