Bandwidth Limit Support
Answered
Hi,
We have been limited in our box usage due to using (apparently) too much bandwidth. We received no warning and no detailed information. When I ask the chat support just points me toward the fair use policy, but according to that policy, I am well within normal usage. (Based on per user counting and limits - though that policy is really hard to understand).
I even created (and paid for) an additional user that clearly has not used any bandwidth this month (since they are a new user) and they are also blocked from sharing files.
We RELY on box for our business and really need help. I have reached out to support, but they have been totally unwilling to help (or even provide more info on why we are blocked).
Does anyone know how to get actual support from someone helpful? I am desperate for actual help!
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Hi Rona,
That is NOT correct.
I was in touch with chat support, but they were not able to help at all (see my original post). I am still DESPERATELY seeking ACTUAL SUPPORT as my business relies on box and we are currently not able to use it. I am still looking for any help or any direction on how to get useful support?
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I just received my email. I am a new customer migrating to Box.com from two other providers and trying to consolidate assets in one place - backups, AI models, learning data, etc. I uploaded over half of what I needed but suddenly got this message. Everything seems to be working fine for now, but reading through community posts, I am getting anxious...
I do not understand one thing - a new sign-up, paid up for a year upfront. Logically, there will be more traffic as files need to get uploaded, and it takes time!
Especially this post got me worried:
I raised a ticket with them asking for some grace period; let's see what will happen. However, 1TB per company per month with - theoretically - unlimited storage (reported as 1PB, though) seems unreasonable. Especially at the beginning, when a new account will surely try to move files around. There is Box Shuttle, but it won't work in my case as files are proprietary, high value, and hence encrypted while uploading. And, anyway, somewhere on the forum here, I wrote that the Shuttle is also limited in traffic...
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Tho, Łukasz (or anyone else),
Here is my update...
After 3 days of BEGGING box support for any type of useful help, they finally escalated my ticket. That was a Friday, so I had to wait until Monday to connect with the escalated support. Then after 2 more days of BEGGING escalated support, they agreed to help, then didn't, then after a couple more days of them not actually helping had to go back and ask again, and they finally helped and re-enabled our account for the remainder of the month.
I used to be an evangelist for box, telling others how great it was and recommending people to use it. After this experience, I would recommend not using box for any critical use cases, as the chance of getting your account blocked with no warning and very poor support response is too much of a risk for critical data.
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Unfortunately, I slowly start to agree with that statement. Honestly, I understand they want to impose some limits, but 1TB per month per company without any flexibility is not reasonable, sorry. If one followed their limit, reaching this magical 1PB of data would take 83 years! Plus, with a minimal 3-employee account, 1TB might be reasonable for most industries. But for creative or technical folks, this is really not that much! And what if you have 50 employees or more? With 50 people in your company, one employee can upload 20GB per month. Is that a lot? Again, it depends, but not so much in the end. One backup of my AI project is easily 60-70 GB!
Also, I reached the support. They just copied & pasted the same message as I received via email. I explained again that this is my first week or so of using this service and I needed to synchronize my files, but there was no response. Judging from the experiences noted here - I probably shouldn't expect any...
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