Broadcom Customer Care

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  • 1.  Support Portal issues

    Posted May 04, 2020 01:22 PM
    Hi everybody,
    I am having circular support portal issues.  As a Symantec customer I have registered a Broadcom account but when I attempt to upgrade to Enterprise (by entering a site ID) I receive an error message saying my profile is under review - but this has been the case for the last month.

    I have raised cases regarding this, the most recent being 31894613 - but I have no way of tracking this case as I can't access the Case Management section of the portal as it refers to "Grant not available. Please contact admin." via Okta.

    Please can someone tell me how I can get the profile corrected so that I can gain full access to both the case management and the licensing sections of the portal?

    Thanks.


  • 2.  RE: Support Portal issues

    Broadcom Employee
    Posted May 04, 2020 04:31 PM
    Hi Gary Horton

    Sorry for the inconvenience. I think it is best to have a Webex session so I can understand the issue better and escalate it internally if required.

    I sent you an email via case with the details. I look forward to hearing from you. 



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



  • 3.  RE: Support Portal issues

    Posted May 19, 2020 08:29 AM
    Hi,
    Thanks to Heena for her time previously reviewing the problem, however it's been a couple of weeks now and I am not aware of any progress.  In particular being unable to access the Support cases (Grant Not Available" error) means I am unable to chase or review case progress.

    I am still experiencing the same issues, using both Edge and Chrome browsers.

    Please can an update be provided. 

    Regards,
    Gary


  • 4.  RE: Support Portal issues

    Broadcom Employee
    Posted May 19, 2020 10:31 AM
    Hi Gary Horton

    The IT team is still investigating on this issue and will get back to you once there is an update. 

    Thank you for your patience. 



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



  • 5.  RE: Support Portal issues

    Broadcom Employee
    Posted May 20, 2020 03:32 PM
    Hi Gary Horton

    IT confirmed that the issue is fixed. Could you please check and confirm the same?


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



  • 6.  RE: Support Portal issues

    Posted May 22, 2020 05:54 AM
    Hi Heena,
    Thanks, I can now access case management and entitlements.

    I have closed the case.

    Regards,
    Gary.