Ive been dealing with a problem being unable to restore my files from carbonite download since August 2020- Its now the middle of October and we finally learned that with my plan they can send me a hard drive of my files to restore. No one had mentioned it at Carbonite. A tech person I HIRED to help me navigate Carbonite tech support asked for it. I paid $10 and was told it would ship to me within five bus days. Its now been two weeks and no sign of the external drive ....Ive ben paying for this support for over a decade with Carbonite and now that I need them, they cant deliver. This has negatively effected by business and been terribly stressful.