However, both their website and their customer service protocol need complete overhauls to substantially increase transparency and to provide increased customer confidence.SOS Online Backup is one of the bigger worldwide providers of online backup service. I think SOS offers a very good product that is fairly pricey but ultimately worth the cost. In summary, I'm comfortable with my decision to stay with SOS and to upgrade, but I still feel like the rep was managing me. The additional data I received was more than I expected for the increase in price, which was welcome considering SOS is one of the most expensive services available. I chose to upgrade because I will need to buy a new computer soon (i'm still using Windows XP!) and figured there would be a lot of data that would need to be backed up due to a new operating system, programs, etc. I appreciated this, but again, shouldn't that info be readily apparent on the website? The rep observed that I had recently exceeded my allotted backup capacity and suggested a couple of upgrade options. He responded to my questions appropriately and, when I said I was a technological Neanderthal, offered to send me an email explaining how to access SOS technical support to help with any difficulty I might have. The rep with whom I dealt was polite, patient, and I could understand his speech (which is surprisingly increasingly rare). Again, this seems a little odd, almost shady. There was NO cost information whatsoever. When I went onto the SOS website I could not find a way to renew online, nor were the membership tiers and benefits clearly defined. Before contacting SOS to renew, I did a little research and found several independent entities endorsing their product so I felt ok about renewing. I was notified by email and by phone that my coverage would be expiring "soon"-I had to ASK the rep when the actual expiration date was-seems this should be automatic. I recently renewed and upgraded my subscription with SOS. Good product, terrible website and uncomfortable customer service When you get to a few TB, you're outta luck. As I said above, it's great for restoring a few GB. Now, I not a network engineer, but I have worked in IT for 30 years, so I know BS when I hear it! So, for all the 5 star rates here, I suggest you test doing a SIGNIFICANT restore before making your mind up. ![]() & google drive) then surely this pointed to throttling? No Sir, this was down to my connection and usual internet traffic. The gist of the conversation was that they do not throttle connections and that 30Mbit/sec was considered an excellent speed and IF I was previously getting 50-200Mbit/sec then I was a very lucky man as this was not expected! I suggested that I must have been very lucky for 3 days having traffic rates almost flatline from them (but not other sites I tested, e.g. The conversation went on for 20 minutes with the agent speaking to me like I was dumb and would just take his word for things. So, I phoned the support line and spoke to a technical support agent to explain that it looks like they were throttling my connection. Then, after a few days, this dropped to 30-35MBit/sec with no peaks and troughs - I never got below 30Mbit/sec and never above 35MBit/sec for 24 hrs. ![]() I monitored traffic and I could see the usual network peaks and troughs that you would expect with a consumer ISP, but I was averaging 130Mbit/sec over 3 days. So, when the restore started and I was getting between 50-200Mbit/sec restore times, I was happy. ![]() Now, I'm not expecting instant restores and the data I backup I can live without for a week. Then, last week, the worst happened I had to do a restore of 6TB. ![]() Everything seemed OK for general day to day backups and restores. I've been with SOS Online Backup (consumer, not business tier) for 3 years.
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