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BT Broadband ISP Customers Suffer Digital Vault Storage Problems

Posted: 13th Oct, 2009 By: MarkJ
The 'Digital Vault' online storage and backup service provided by BT to customers of its Total Broadband ISP package(s) has been branded as "totally useless" by some of its users. Problems with the facilities auto backup manager, slow support, connection and incorrect storage levels are just some of the gripes being aired since late August.

The PC Pro article notes that BT did manage to post a constructive update on the problem late last month, which apologised for the difficulties and promised a fix - BT's Support Forum. It added that the difficulties were only known to be affecting a small proportion of BT Digital Vault customers.

Extract from BT's September 23rd Update:

Firstly, we would like to apologise to those customers who have encountered problems whilst using the Digital Vault service. Following planned upgrades to the service we have encountered some unexpected and intermittent errors and are actively working to resolve them. Whilst we can assure you that the issues we have are affecting a small proportion of our Digital Vault customers - we realise for those of you are experiencing them that this is of no consolation.

Secondly and most importantly, we would like to confirm that these problems have no impact on your data held within the Vault. The integrity and security of the service is of paramount importance and we test extensively to ensure that we do not jeopardise that.

Frustratingly the problems have continued and BT is still working to get its new v3 Auto Backup Manager code fixed for a second release. In the meantime existing customers are being asked to use the older 2.82, which is believed to have been patched up. Fewer users are now reporting problems but some issues clearly remain.
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