Carbonite Avis 3 086

Since more than a year there’s no backup anymore. I get monthly mails about it, but there’s no one to contact, no help desk, no nothing. I serious waste of money!

I used Carbonite Safe Basic for years and recently discovered a critical failure: for the past two years, not a single new file or folder I created or downloaded was picked up by the backup. Existing files that were already in the backup continued to update fine, which is why everything appeared healthy at a glance — but anything new was completely ignored.

This had nothing to do with file type exclusions, extension filters, or any setting on my end. I checked. New folders on the same drive that was already fully backed up simply never made it into the backup set. No warnings, no errors, no notification — the dashboard showed a green status the entire time.

This is the worst possible failure mode for a backup service. A loud failure (expired subscription, disconnected drive, sync error) is annoying but recoverable because you know to act. A silent failure means you're paying for a service that you trust is protecting your data, and it isn't. If I had ever needed to restore from a disaster, two years of new work would have been gone, and I would have only found out at the worst possible moment.

I've cancelled and moved to a different provider. I'd encourage anyone currently using Carbonite to manually verify that recent files actually appear in their backup via the restore interface — don't trust the dashboard status alone.

First of all, there's only a 30-day refund policy. Even if you buy a plan for 2 years and your computer dies, you cannot get that money back. Let's say in 30 days you can't figure out how to download the stuff or it just doesn't work on your computer. You can't get your money back. Also, if you have a computer for 10 years and you have an exorbitant amount of files, you cannot download them because obviously your new computer probably cannot handle 10 years worth of old files. To me. This service is complete waste and these people just rip off your money and will not give you a refund. Do not buy this.

Unreachable except for M-F 9-5. Carbonite caused my computer to SHUT DOWN! It glitched and used all the system data on my computer, making it entirely unusable. It happened on a Friday night and was solved at Apple after 4 hours of wasted time! I removed Carbonite from both of my computers and am going with idrive. I emailed Carbonite with no reply.

Carbonite Safe Core was backing up files from my 2 NAS devices for about 10 years under Windows 10. I upgraded to Windows 11 and all of a sudden Safe Core doesn't know how to back up NAS devices. They now claim I have to upgrade to their server product to back up NAS devices. Horse puckey. The server product is a file level backup as well.

I've used Carbonite for years, both on my own systems as well as on customer systems. For years, the product was top notch, and customer support was excellent.
That has all changed in the past six months. The product is now failing to complete backups on the five customer systems I've installed it on, and customer service has gone down the drain, they have no way to fix the problems.
To show how bad their support team has gotten, after spending two hours on the phone with their overseas tier 1 team, they finally escalated my call to the stateside tier 2 team. The tier 2 rep, in sharing my screen, showing a folder (and subfolders) that were not backup it, pointed out in folder "2026", there was a subfolder named "2026". She said that was not supported in Windows! Their tier 2 team wasn't even familia with UNC file naming conventions - that are supported by Windows!

Customer support sucks, can't even answer simple questions

The worst company and their customer support is beyond awful. I had purchased a one yr subscription
And it appears to have stopped working after the IOS 26 update on my laptop. I tried to get this fixed by online as well as in person call. I did not feel comfortable of giving them remote access to my computer and asked to cancel the subscription
And they refuse to provide any refund as they said it was after 30 days. The absolute worst experience
I have ever had with a company that appears to be a scam in all areas. Beware if you are even looking too use this service it will be a mistake!

I needed Carbonite reinstalled on a new computer. I reached out to the company, and in a short while, a competent, efficient, polite technician accomplished the task. It took her 30 minutes. Imagine this--a real, live human, knowledgeable and skilled, addressed my problem and resolved all issues. In this day, that is a miracle and deserving of 5 STARS. PS: Twice in the many years that I have been a subscriber, I had to reinstall all files, and the program came to the rescue and worked perfectly.

The online support function feels like it was written by a two year old. It has endless options all of which lead to dead ends. It is about as useful as a chocolate teapot. There is no workflow built around a failed request, just the ether. Lord knows how it makes any money!!

After almost 10 years as a loyal customer, Carbonite failed me when I needed them most. I am attempting a 1.5TB restore on a state-of-the-art 2026 Mac Mini and a 70Mbps BT line. On four consecutive support calls, Carbonite staff stated the low download speeds are on my side i.e my hardware, my ISP, and Apple for my 150KB/s download speeds.

Only after I proved the bottleneck was on their end did they finally admit they intentionally throttle restores to 100-150KB/s. At this rate, my data recovery will take over 4 months. They also refused to ship a recovery drive to a US address to help an international customer. This isn't a backup service; it's a data hostage situation. You have lost a long standing customer through dishonesty and technical inadequacy.

I have had Carbonite for years. For the first time I am restoring my backup. It is downloading at 3.5 Mbps. My ISP supports 300 to 500 Mbps. Customer support will not admit they are throttling the download speed. I understand them not wanting people to use as a file transfer service, but this is way too slow.

I've had carbonite for years - don't need it anymore because we have Microsoft Sharepoint. The cancellation policy is awful. I send the request to cancel from within the site. It took several emails to get them the information - just another company trying to make it so hard to cancel that you give up. I'm sure I'm not alone - might be grounds for a Planet Fitness like class action lawsuit.

I've been with Carbonite for years and have recommended them unstintingly. Until now. Their customer service has gone down and down in quality and accessibility over the years while the price has of course increased. Today I'm leaving them because I was unable to access my backup (error code 404) and so I used their 'live chat' to ask someone to call me. I waited well over an hour for someone to call, had to chase, and the net result is they tell me I need to spend over $200 to buy some kind of software to clean viruses from my computer as they assured me this is the reason I can't access Carbonite. I have Norton Utilities which surely is doing the job and apart from Carbonite not working everything else on my computer appears to be fine. I told their salesman that I wouldn't be buying the recommended software and will not be renewing Carbonite under any circumstances. How sad that such a previously great company with a great product has come down to this. I can no longer recommend this company at all, appalling trying to get me to spend yet more money when I'm pretty sure there's no reason for it other than to line THEIR pockets or the pockets of an associate company. Bye Carbonite.
EDIT: Despite having paid a month ago for a further year, I appear now to have been shut out of customer support, my own Carbonite account, live chat and any other way to contact them. Perhaps because I asked about a refund on the remaining portion of the subscription for the year. BUYER BEWARE!!!!

I've been a Carbonite paid up Carbonite customer since 2015. I need to check my back up. Carbonite blocks me from viewing my files with a message that my Carbonite subscription has lapsed. When I check Payment History on the Carbonite Website shows that I paid my subscription of $182.38 on March 16, 2025. When I try to find an agent to clarify, I'm told that the Carbonite office is open only between 9 AM - 6 PM Eastern and closed on weekends. Bad Service!

I've had carbonite for many years. I had a drive crash and felt confident all my files could be restored. WRONG! Carbonite apparently only backs up one drive. If your computer has two, you are screwed. I lost all my data and cannot even get a refund for a 2-year subscription that was paid in advance.

Big scam company got no customer support try to contact them you'll see.

I needed to reinstall my laptop from scratch and decided to make use of the Carbonite restore for the first time after paying for an account for years. Only 104GB, so not a huge amount and by Google's reckoning, at the download speed I have, it should take an hour. 7 days later and I'm only at 52%, despite turning off sleep function and closing all other programs when not in use. I've called the helpline a few times and was told that this is normal, and my data is exceptionally large (!) which is why it takes so long. They were friendly, but completely brushing me off as they obviously know that their restore is slow. This is a pretty unworkable solution for me, so will be cancelling my subscription and finding an alternative. Hope it's finished by 2 weeks! Pffff

I use Carbonite for years on my Windows 10 machine.
an year ago I started using it also on my MAC computer.
On Windows it works great but it is awful with the MAC.
It ignore many many files that have to be backed up especially while they are located in an inner folders .

I needed to restore my files, total of 200 plus GB. This was within days of my subscription expiring. In 24 hours of restoration only 1 GB was downloaded. I ran an internet speed check and it was a high speed for downloading. The Carbonite app said the download speed was running normally. 36 hours ago I wrote to them and explained I wasn't going to renew my subscription and since the slow speed problem was on their side could they consider giving me a week extra without charging me. They still haven't replied. Their cost is quite high and covers only 1 machine. They don't even deserve one star.