Broadcom Customer Care

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securitycloud.symantec.com

  • 1.  securitycloud.symantec.com

    Posted 06-26-2020 08:27 AM
    Logged in to securitycloud.symantec.com don't see any entitlements.

    Been waiting 2 weeks for support to look at this - look not fix.


  • 2.  RE: securitycloud.symantec.com

    Posted 07-12-2020 09:26 PM
    Broadcom, still no idea on how to fix this, been passed from one department to another.

    Anyone else impressed with overall Broadcom support.


  • 3.  RE: securitycloud.symantec.com

    Broadcom Employee
    Posted 07-13-2020 02:33 AM
    Hi matt_cheung,

    Could you please help me with the support ticket number? Let me see what best I can do for you.

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    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
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  • 4.  RE: securitycloud.symantec.com

    Posted 07-13-2020 02:54 AM

    Hi Heena,

     

    Broadcom like's to close tickets – and create new ones, so here's a list of tickets for you.

     

    Case#32041672

    Case#32077797

    Case#32078381

    Case#32083173

    Case#32083973

    INC00898504

     

    If you can assist great, if not expectations are low to begin with.

     

    Regards

    Matt

     

     






  • 5.  RE: securitycloud.symantec.com

    Broadcom Employee
    Posted 07-19-2020 12:20 PM
    Edited by Heena Tabassum 07-19-2020 12:20 PM
    Hi matt_cheung,

    The case 32083973 is open and the IT team is working on it. The case owner will keep you informed about the status of your case.

    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------



  • 6.  RE: securitycloud.symantec.com

    Posted 07-31-2020 11:00 PM
    Still no progress on my ticket, Broadcom support have no idea why their migrations does not work, case owner will keep me informed - eh yeah only if i keep pushing, will continue to update on the no progress that broadcom is making.


  • 7.  RE: securitycloud.symantec.com

    Posted 08-04-2020 02:08 AM
    Update the GCA Team sent me an email to try something which we already tried on July 5th - reset my paassword.

    No surprise, exact same result, still cannot login to securitycloud.symantec.com, still says i don't have an active account.

    Wouldnt surprise me if i get the exact same email in another months time, asking me to do the same thing.

    Needless to say not support continues to be as expected, crap,


  • 8.  RE: securitycloud.symantec.com

    Broadcom Employee
    Posted 08-09-2020 01:55 PM
    Hi matt_cheung,

    Sorry for the inconvenience. I personally checked your account in our system and it's set up correctly. If you are able to login to support.broadcom.com and not able to login to securitycloud.symantec.com, then I will have to forward it to IT team to look into it.

    Could you please try logging into both the portals (Support Portal and SES Portal) once and let me know the status?




    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------



  • 9.  RE: securitycloud.symantec.com

    Posted 08-09-2020 08:50 PM
    Hi Heena,

    Thanks for checking - no change still says i don't have an active account, forwarding to IT Team wont make any difference, they have been playing hot potato with this since the beginning of July - I have been passed from IT Team to GCA to somewhere else I think they have just given up as i have not heard anything, no update in last two weeks.

    I've been told on two occassions to reset my password and to try to login again, which i have done, but the result is the same

    "Could not sign in to your account

    We're sorry, you do not have an active account for Symantec Endpoint Protection"

    Thanks
    Matt


  • 10.  RE: securitycloud.symantec.com

    Broadcom Employee
    Posted 08-10-2020 12:21 PM
    Hi matt_cheung,

    May I know your feasible time to have a webex session?

    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------



  • 11.  RE: securitycloud.symantec.com

    Posted 08-19-2020 05:28 AM

    Hi Heena,

     

    I am open to a WebEx session, anytime in the pm during normal business hours GMT+8.

     

    I don't think it will show anything new.

     

    Please send invitation

     

    Thanks

    Matt

     

     






  • 12.  RE: securitycloud.symantec.com

    Posted 08-25-2020 12:37 AM
    Broadcom continues to send the same instructions, whilst i continue to tell them the site says i don't have a valid account.

    In the meantime my time window for migrating my clients to the new cloud solution is getting shorter and shorter.

    The offer of a webex session came to nothing. Support, there is no support, I have been patiently waiting since July for this to be resolved - yes i have been vocal, if i'm not then it wont get fixed.

    Anyone browsing this discussion should consider alternative products, 20 Yrs+ using Symantec time for something new.


  • 13.  RE: securitycloud.symantec.com

    Broadcom Employee
    Posted 08-25-2020 07:12 AM
    Hi Matt,

    As discussed over the webex, we have scheduled another webex on 27th for further investigation.

    Appreciate your continued patience.


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    Customer Support Representative
    Broadcom
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  • 14.  RE: securitycloud.symantec.com

    Posted 09-03-2020 04:20 AM
    My issues seem to have been the same as some other people, if can do a copy and paste from another ticket.

    "My SEP SBE Cloud portal super admin account is admin@mycompany.com and My Broadcom support admin account is admin@mycompany.com.

    Unfortunately, Broadcom auto-created SES Cloud portal super admin account is david@mycompany.com', 'eventVal': 0, 'nonInteraction': 0});" target="_blank" rel="noopener">David@mycompany.com."

    Credit to Ravi who got on a call with me and explained the situation and final fixed it.


  • 15.  RE: securitycloud.symantec.com

    Broadcom Employee
    Posted 09-04-2020 08:51 AM
    Hi Matt,

    Glad the issue is resolved now and thanks for the confirmation.

    Best Regards,


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    Customer Support Representative
    Broadcom
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