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Important Customer Information for Symantec Enterprise Division, Broadcom

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We want to thank you for being a valued customer of Symantec and for your patience as we transition to Broadcom. We acknowledge that the migration to Broadcom systems has been more difficult than we anticipated. We understand the challenges this has caused our customers and are working hard to accelerate the process. 

To help with some of these challenges, we have created a site where you can find resources and answers to frequently asked questions that might help you during our transition. This page will be revised regularly to address additional questions and provide updates on our progress.

Most Commonly Asked Questions

How do I order Symantec products now? My authorized reseller has not been able to help.

The transition in ordering systems has been more difficult than we thought. We apologize for the challenges you faced as we transitioned to Broadcom. The good news is that systems are now transitioned, and your authorized reseller can order Symantec solutions through Broadcom’s eStore again. Reach out to your authorized reseller. If you don't have one, you can find one here: https://www.broadcom.com/company/partners/ca-technologies/symantec-partner-locator

I am trying to renew my Symantec subscription and I can’t get any information. What’s happening?

Our renewal ordering systems were impacted as we attempted to transition to Broadcom. We apologize for this. Our systems are back online and ramping up slowly. Because we are slowly ramping up our ordering systems, we are extending all Symantec licenses to the end of April 2020. Your customers' expiration date for renewals will remain the original expiration date outlined in their contract.

Who do I contact for help with my account?

You can contact our Customer Care team through our support portal at https://support.broadcom.com/security.

I was notified that you’re offering to switch my subscription to Symantec Endpoint Security for free. How do I know I’m eligible?

If you are running Symantec Endpoint Protection Cloud (SEP Cloud) or Symantec Endpoint Protection Small Business Edition (SEP SBE), you are eligible for the free upgrade to our Symantec Endpoint Security (SES) solution. We are currently defining how to do the transition from SEP Cloud or SEP SBE to Symantec Endpoint Security and will send out more details shortly. In the meantime, we have extended all licenses for SEP Cloud and SEP SBE to the middle of May 2020.

How do I get hold of technical sales support?

Your authorized reseller has technical sales support to help you. If you have a Broadcom sales representative, s/he can find a Symantec Systems Engineer (SE) who can help you.

Who do I call to get help on the My Norton dashboard and those subscriptions?

When Symantec sold its enterprise assets to Broadcom, Norton became its own company, now called NortonLifeLock. You can get support from them at https://support.norton.com/

When I go to your support portal, I’m asked for a “Site ID”. What is that?

The Site ID is your Symantec Support ID which can be located on your e-fulfillment letter. Enter your Site ID during the portal account registration process to gain access and manage your Symantec products. If you're unable to locate your Site ID, you can enter a valid Serial Number during the registration process and we will also send you your Site ID for future reference (required when phoning support).

If your email address domain matches that of the Site ID Account domain, your portal access request will be auto-approved. If they do not match, a request will be logged with our Customer Care Team to process. Please expect a delay in response, as we are dealing with a higher-than-anticipated volume of requests.

If your Site ID contains alphanumeric values, upon entering that value, you'll be presented with your new Site ID, as the Broadcom systems are unable to support alphanumeric Site IDs. If you are not presented with your new Site ID, a Customer Care representative will follow up and provide the new number once your portal request is approved.

For additional information regarding portal access, along with all other system transition information, please click here.

I was notified that you’re offering to switch my subscription to Symantec Endpoint Security for free. How do I know I’m eligible?

If you are running Symantec Endpoint Protection Cloud (SEP Cloud) or Symantec Endpoint Protection Small Business Edition (SEP SBE), you are eligible for the free upgrade to our Symantec Endpoint Security (SES) solution. We are currently defining how to do the transition from SEP Cloud or SEP SBE to Symantec Endpoint Security and will send out more details shortly.  We’ve had a lot of questions from customers about this transition to SES and have created a document with answers to frequently asked questions. You can download it here.

Download FAQ

I'm not able to view all my products / entitlements via the Broadcom Support Portal

Unfortunately, we experienced some migration issues when moving the Symantec data to Broadcom systems, and as a result, some products were not associated to the correct Site. If you feel you're missing specific products / entitlements when navigating the Broadcom Support Portal, please contact Customer Care and provide them your Site ID (formerly known as your Support ID). 

I'm experiencing long wait times when attempting to phone Broadcom Support

We are experiencing higher-than-normal call volumes due to various migration issues post cutover (Mar 2, 2020). Please know that our teams are aggressively working to correct these issues as quickly as possible, with the ultimate goal of reducing our call wait times. To expedite your request, please have your Site ID ready when phoning Broadcom Support.