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Difficulty reaching support

cbunting

My first time needing support, and having some difficulty...

 

I went to Sophserv as directed by the support page, however none of the XG products are listed under the dropdown?

The other? way to open a ticket on the first page does have my product listed... why the inconsistencies?

So, I gave up and called the 800 number. I have pretty good hearing, but the fast speed and the strong UK accent of the person doing the IVR prompts makes it almost impossible to hear what she is saying. I can't say I've ever experienced such a confusion IVR in all my years of calling tech support lines.

Am I alone here or have others experienced this?



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  • Hi  

    I'm sorry to hear you had a difficult time contacting Support. 

    If you decide to create your ticket via SophServ, in order to specify XG, you must select 'Sophos Firewall' under 'Product'

    The following drop down for Operating System will allow you to specify firmware and model further (please see image below).

    If you would like to try to call again, please select option 3 once they are listing which products you are calling for

    Alternatively, and the simplest way to contact Support, would be to create a ticket online via this link on Sophos.com: Open A Ticket

    Appreciate your feedback and hope these help.

    Thanks,

    Karlos

    Karlos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
Reply

  • Hi  

    I'm sorry to hear you had a difficult time contacting Support. 

    If you decide to create your ticket via SophServ, in order to specify XG, you must select 'Sophos Firewall' under 'Product'

    The following drop down for Operating System will allow you to specify firmware and model further (please see image below).

    If you would like to try to call again, please select option 3 once they are listing which products you are calling for

    Alternatively, and the simplest way to contact Support, would be to create a ticket online via this link on Sophos.com: Open A Ticket

    Appreciate your feedback and hope these help.

    Thanks,

    Karlos

    Karlos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
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