UPDATED: BT backup lets customers down

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Backup solutions

BT's Digital Vault online back up tool has come under scrutiny from its customers as the service has been plagued by problems.

BT has just confirmed to IT PRO the problems its online backup service has been experiencing.

A spokesperson from the company said: “BT’s Digital Vault has had some intermittent technical issues following a complex upgrade to improve the service. We apologise to any customers who were affected by the problem.”

They added: “There was an intermittent fault limited to the Auto Backup Manager which affected only a small number of customers and has since been rectified. At no time were customers’ personal files or content at risk.”

Complaints about Digital Vault have been posted on BT’s forums, as some customers could not backup their PCs and others were unable to access their data.

The online service comes in packages with BT’s broadband, offering a basic 5GB back-up for free or the plus size back-up of 50GB for £4.88 a month. Although primarily a consumer product, BT confirmed that some small business would chose to use this as a back up option.

A stream of complaints followed an initial post on the forums from one customer who detailed a list of problems they had come across over the past two years. These included auto-backup software not working at all and the Vault not acknowledging when files were deleted, cutting the availability of free space for the customer.

BT has said that if anyone experiences problems they should contact the helpdesk for free on 0808 100 6778 between 8am – Midnight, seven days a week.