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how to escalate Sophos XG cases that go round and round without resolution

Paul Carcary

we have 2 x cases open with Sophos, and neither are progressing at all

I spoke to our Sophos Account manager, and their response was dismissive 

we find emails to the case are ignored, and today (the final straw) was an email to say there had been no answer to their call at 06:40 this morning. followed by no response to anything we sent, other than the reply below - it seems that despite a large spend, and full MTR Advanced cover, no one really seems to care

This is regarding your service request number 04294297

Apologies I'm not available for the day.

Your time is valuable to us. Request you to please call us on support helpline number: 000 800 100 8381, so that we can provide you the solution at the earliest. 
Our technical support teams are available 24/7 and can be contacted at your local Technical Support telephone number listed on our website: 
https://support.sophos.com/support/s/?language=en_US#



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  • 0 in reply to LuCar Toni

    Hi Lucar

    gladly, though my onsite staff are no longer there for the fullest answer

    this is with an XG310 firewall, installed earlier this year with Sophos PS using 2 x days support

    when completed everything worked fine, and the configuration has not been changed

    we noticed heartbeat errors, for clients, and found these to be caused through missing updates in succession, fortunately we still pass traffic, but we know this is linked to the proxy service, as turning this on and off will then allow updates

    the second case we also have open, which is really going round in small circles, involves out on premise phone system "shoretel" a VOIP system, again this was completely working when the XG went live. people use shoretel either with a physical phone on the desk or using a "softphone" app on their portable. the physical phones are all in the office and work fine. A softphone user in the office is also fine. a softphone user connected via sophos vpn can make a call but has no sound, calls to external systems fail, with more people back to home working, this is a huge problem.

    I am unable to give much more detail, but am happy to provide as much detail, background and log info as needed.

    we have had numerous "try this" links for the second case, none get us any further forward

    the heartbeat case has never yet had someone actually connect and work, but seems to be dodged and avoided (as per my original post) 

    and our Sophos contact said no help would be given as they feel this is a "change" and not a product "fix" - but the only changes made are the auto updates applied to the firmware - no actual config changes have been made

    it is frustrating

  • 0 in reply to Paul Carcary

    About the VOIP Part: Try in console: set vpn conn-remove-tunnel-up disable
    see: https://docs.sophos.com/nsg/sophos-firewall/18.5/Help/en-us/webhelp/onlinehelp/AdministratorHelp/RulesAndPolicies/FirewallRules/VoIPDropVPN/index.html

    About the first point: Central Endpoint should be able to update there pattern and modules regardless of the proxy etc as Sophos uses a internal whitelist for Sophos.com etc. What you could try to look at: Try to implement a update cache into your building: https://support.sophos.com/support/s/article/KB-000035498?language=en_US It could resolve potentially such an issue and reduce the load of WAN as a benefit.