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Kudos0

Struggling

Since installing Norton Online Backup in May 2012, I have been unable to restore any files. I have spent many, many hours in online chats and on the phone to the Norton call-centre, but nothing is ever resolved. I am tired of hearing that my case has been 'escalated' or that the 'development team' are working on it. I am tired of chasing Norton about this. I just want my files back.

Thanks to Norton, I know have unprecedented levels of stress in my life (I am also a full-time surgeon and mother of  two tiny children - there is no comparison). 

Years of work and photos lost forever? Probably.

I am lost. I am struggling. Please help.

Replies

Kudos0

Re: Struggling

Same problem here in Italy. Norton support says I have to wait a few days and try again to download the files. Fantastic! 

Kudos0

Re: Struggling

Have you tried restoring the files one folder at a time?

Kudos0

Re: Struggling

I have tried on a number of occasions to download or restore a single, small file. Hours, days later....nothing has happened.

Kudos0

Re: Struggling

The same thing happens to me.

Kudos0

Re: Struggling

Missuro,

You also have the option where we can send your backed up files to you on a DVD.  You would need to call Tech Support @800-745-6061 and have a case created.  Explain to them the issue that you are having and either have the agent work with you on this issue or request that your files be sent to you via a DVD. 

Joe

Kudos0

Re: Struggling

One other question for anyone having this problem.  What is your ISP?

Joe

Kudos0

Re: Struggling

Hello Missuro and all,

Please detail what the restore issues are that you're experiencing. Even better send me a private message with the following so I can research the account directly. The upside is you're not dealing with Tier 1 or have to contend with any more false escalations. Send me at least the below details via private message and we'll get the ball rolling:

  • Your name and email address associated to your Norton account
  • A copy of this forum thread so I have a point of reference.
  • All errors you've encountered. Please be as explicit as possible. The more you provide the better I can help.
  • Contact phone number in case my team or I need to call you.

In regards to a DVD that is not something Tier 1 can approve. That option needs to be only used once a valid technical issue has been identified and cannot be resolved. By providing the above details we can see if its needed. A majority of cases I've dealt with, where a DVD wasn't needed. Also manual DVDs are time consuming so we definitely want to try to rectify the underlying issue first.

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