Hello Angel,
Let me try and help you. Here some general advise on contacting Technical Support. You can contact Technical Support in several ways:
1. Phone - Local numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp
2. MySupport - Link: https://mysupport.symantec.com/
3. Email (only for Availibility Products due to security reasons) enterprise_suppo@symantec.com
As you mentioned hold times are currently a little longer then usual due to high call volume and you tried to use MySupport.
In order to use MySupport you need to have a valid support contract. You need to enter either a SID (Support Identifier) or CID (Technical Contact ID). The SID can be found on the Support Certificate and is usualy 12 digits long. The CID (15 digits) is either on the same certificate or can be provided by an agent, when you call Technical Support.
Note that if the Support Certificate was misplaced or lost you can request to have it re-printed by contacting Customer Care. You can do so by going via the Customer Care Portal or by calling them: http://www.symantec.com/business/support/assistance_information.jsp
I hope this has been of some help.
Cheers,
Catengine
