i have raised one ticket 8 days ago and since then i have not got any proper response from Sophos. Ticket id - 04213942, they have assigned an engineer Mubin, who is totally useless,neither he gives me proper solution nor he is responding me over email or calls. Don't know how to escalate the ticket.
As I could check, the issue was resolved after enabling Show Captive Portal to unknown users for the specific rule.
Feel free to post into the community for any queries :)
I know how you feel. You are not alone with your experience. Sad but true.
I suggest you go two way: contact your reseller, they should have a channel to Sophos GES and or personal contacts to Sophos.
2nd, forward the case mail to email@example.com.
You should get a mail in time from someone. This may but also may not help. From my experience you will get a quick feedback but then later, the case will go to sleep again.
Hi, I have checked details on the case and the engineer has mentioned in the case that he'll be contacting you today. I have flagged this to support management to expedite the resolution for the reported concern.