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No English Speaking Support

Stephen Wratten

Getting really pissed off with Sophos, I've spent over 10 hours now with 3 phone calls talking to Indians trying to submit a bug. 

I'm finding while they can speak english, they dont understand english when its talked back to them. And they dont understand networking either. 

This really is frustrating when I'm spending MY time to report to you YOUR BUG in IPSEC VPN.

I'm now being told its a known bug with DHCP and PPPoE - I DONT USE PPPoE !!??!!?!?!?!?

"oh yes yes i understand exactly what your saying"  FML

Is it possible to speak to somone who understand English and Networking ?  They need to understand VPN and NAT is there anyone like this in your company?

 

 

 



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  • 0

    Hi,

    if you can explain the Bug, try it via mail with screenshots and logs. 

    Personally speaking, im struggling with explaining a bug via phone, because you never know, on which step the other person cant follow you anymore. 

    So would recommend to gather all the logs and all the information (Config / Screenshots / Steps to reproduce) and report the bug in 1 email.

     

    Cheers. 

  • 0 in reply to LuCar Toni

    Did that in Act 1 few weeks ago.. as time passes they confuse themselves more

    They keep telling me my bug is known and being fixed, but its not because the bug they describe back to me is completely different. 

     

    this company is a joke. 

     

     

     

  • 0 in reply to Stephen Wratten

    Hi,

    Can you copy your email to this forum? Will try to help. 

    Cheers

  • 0 in reply to LuCar Toni

    Thanks - but its an actual bug in the code so you wont be able to help. 

     

    In short, if you have a Sophos firewall doing an IPSec VPN back to a head office from behind another router doing NAT, and that routers outside public IP address changes you lose the VPN connection as expected. 

    What happens is the sophos never tries to Authenticate with the head office again, it just tries to keep running, so the head office side rejects the VPN packets as its coming from a now  unknown IP address. Doesnt matter how many hours pass, the Sophos NEVER tries to re authenticate so the VPN never gets rebuilt. 

    The only way to bring the VPN back up is to reboot the sophos so it will re authenticate again. 

     

  • 0

    Hi Stephen,

    Thanks for bringing this to our attention, I really appreciate you taking your time to update us on the bug. 

    I have PMed you to confirm the case#. Please be assured that I will pass it on to the Quality Team to examine the case actions and call quality. I will also arrange a Senior Technical Engineer to follow up with you in this case. I have read through the case and I will coordinate with the Developers and the GES Team to test and confirm the provided report.

    Sincerely,