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.
Original Message:
Sent: 08-19-2020 05:27 AM
From: matthew cheung
Subject: securitycloud.symantec.com
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
Original Message:
Sent: 8/10/2020 12:21:00 PM
From: Heena Tabassum
Subject: RE: securitycloud.symantec.com
Hi matt_cheung,
May I know your feasible time to have a webex session?
------------------------------
Regards,
Heena Tabassum
Customer Care Community Admin
Broadcom
Original Message:
Sent: 08-09-2020 08:49 PM
From: matthew cheung
Subject: securitycloud.symantec.com
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 accountWe're sorry, you do not have an active account for Symantec Endpoint Protection"
Thanks
Matt
Original Message:
Sent: 08-09-2020 01:55 PM
From: Heena Tabassum
Subject: securitycloud.symantec.com
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
Original Message:
Sent: 08-04-2020 02:07 AM
From: matthew cheung
Subject: securitycloud.symantec.com
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,
Original Message:
Sent: 07-31-2020 10:59 PM
From: matthew cheung
Subject: securitycloud.symantec.com
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.
Original Message:
Sent: 07-19-2020 12:20 PM
From: Heena Tabassum
Subject: securitycloud.symantec.com
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
Original Message:
Sent: 07-13-2020 02:54 AM
From: matthew cheung
Subject: securitycloud.symantec.com
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
Original Message:
Sent: 7/13/2020 2:33:00 AM
From: Heena Tabassum
Subject: RE: securitycloud.symantec.com
Hi matt_cheung,
Could you please help me with the support ticket number? Let me see what best I can do for you.
------------------------------
Regards,
Heena Tabassum
Customer Care Community Admin
Broadcom
Original Message:
Sent: 07-12-2020 09:26 PM
From: matthew cheung
Subject: securitycloud.symantec.com
Broadcom, still no idea on how to fix this, been passed from one department to another.
Anyone else impressed with overall Broadcom support.
Original Message:
Sent: 06-26-2020 06:06 AM
From: matthew cheung
Subject: securitycloud.symantec.com
Logged in to securitycloud.symantec.com don't see any entitlements.
Been waiting 2 weeks for support to look at this - look not fix.