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Kudos0

Online quota keeps showing incorrect size

hello,

Not sure where to go now as customer service wasn't able to help and the email to delete my files didn't help. 

My online quota keeps showing as 80% of 30GB (~24GB). 

I only have one computer with ~14GB so should be less than half. 

The online customer service had me delete the one computer and then re-install.  Files were still showing, so had to send an email requesting data purge from the server.  I did that and it didn't fix it.  I removed computer again, requested purge again, but it always has an extra 10GB or so showing being used. 

Please point me in correct direction to resolve this issue as I feel like it goes in a circle.  I don't want to delete again and reload data as that eats up a lot of my monthly bandwidth upload (about 28GB so far with the re-load after computer removed and added back in).

John

Replies

Kudos0

Re: Online quota keeps showing incorrect size

hello,

Not sure where to go now as customer service wasn't able to help and the email to delete my files didn't help. 

My online quota keeps showing as 80% of 30GB (~24GB). 

I only have one computer with ~14GB so should be less than half. 

The online customer service had me delete the one computer and then re-install.  Files were still showing, so had to send an email requesting data purge from the server.  I did that and it didn't fix it.  I removed computer again, requested purge again, but it always has an extra 10GB or so showing being used. 

Please point me in correct direction to resolve this issue as I feel like it goes in a circle.  I don't want to delete again and reload data as that eats up a lot of my monthly bandwidth upload (about 28GB so far with the re-load after computer removed and added back in).

John

Kudos0

Re: Online quota keeps showing incorrect size

Hello jstran93,

We have run a quota reset on your account and the space is showing used correctly.  However we have some other questions with your account that may resolve the issue.  We have contacted you privately and are awaiting your reply.

We ask that you mark this thread as solved once we have completed addressing your issue.

Thank you,NicoleIT Support Specialist, Symantec Corporation
Kudos0

Re: Online quota keeps showing incorrect size

This is not solved, and I was not contacted privately. 

My online storage is now showing 100% at 30GB when the computer is only 11GB and then 14GB trying to store.

I will try online help one more time, but am most likely going to try to get my money back and go with a different service.

Kudos0

Re: Online quota keeps showing incorrect size

After waiting for 55 minutes for phone support (website showed estimate of 6), the phone rep was able to look at the problem.  She said the request to delete the online erroneous storage had apparently not been completed (I sent in form two different times).

She confirmed one computer - 14.8 GB file backup - 30 GB storage limit and showing 102% with backups now failing every day.

I'm now uploading to carbonite free trial and will see what happens.  I've been a norton user for over a decade, so not too pleased with the problem that can't seem to be fixed.

Kudos0

Re: Online quota keeps showing incorrect size

Hello John,

Our support team has contacted you via phone and provided a call back number to assist you directly.  As stated previously we reset the quota on your account to show correctly.  If you were still having problems to contact support.  We have tried to contact you at the phone numbers listed on your account.  If you have a different preferred number to call please provide this via private message.

Thank you,NicoleIT Support Specialist, Symantec Corporation
Kudos0

Re: Online quota keeps showing incorrect size

Hello John,

If you need assistance with creating a private message please use the following link.

http://community.norton.com/t5/help/faqpage/faq-category-id/pm#pm

Thank you,NicoleIT Support Specialist, Symantec Corporation

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