SIP Traffic Dropped to Commander.com.au

Question

I have multiple customers who have hosted PABX in the Commander Cloud. I have repeated cases where the issue is perceived to be Sophos Firewall caused. The phone company provider is common in all the cases. Commander is common in all the cases. The solutions is to put a Draytec router in. I have collected thousands of packet without a drop on any device. SIP helper is disabled. QOS is on in some case, off in others. I have changed the UDP timeout to 150. I have unbloud the IPSEC\SSL VPN from the traffic. I have placed SIP traffic higher in the rules. The phone system provider cannot provide support and have washed their hands of the issue and told the customer it is a Sophos. I have the customers recording phone number and logging the issue. Raising cases but I ma not hopeful.

Added TAGs
[edited by: emmosophos at 1:37 AM (GMT -8) on 9 Nov 2021]
[locked by: rfcat_vk at 9:31 PM (GMT -8) on 26 Nov 2021]

Sophos Admin66 · Answer

Admin, please lock this tread ASAP 
 Closing all tickets. 4/5 of issues was caused by the issues unrelated to Sophos. Legal (metaphors) prevent me from the full detail of the facts, so I simply provide guidance. 
 1 issue was a link issue that was corrected by putting phone traffic on NBN rather than poor quality, known issue fixed WIFI link. -- that one is on me. Fixed. 
 4 other issues were related other issues. 
 NON SOPHOS RELATED ISSUES 
 As general advice about assumptions: May or may not be related to these cases. There are a few things in terms of poor troubleshooting and networking knowledge may play a hand. I.E. incorrect reporting of connection methods and technologies (F2NODE,F2CURB, F2P), assuming if Sophos is involved it is a Sophos issue because of the other site having a Sophos Issue, and assumption if an error is reported, it is not the phone system. Get all the basic facts first. Dont assume, confirm. 
 Facts about the cases I reported. I rang Sophos and inquired on how many open SIP related tickets were in Australia. I was informed that I was about the only person reporting cases (that he could see). 
 Note: The Sophos Firewall XGS issues and bugfix register does not have a known SIP issue mentioned, nor ready for a fix. If the phone can connect and it is a SIP trunk of poor performance, rule out every other item before suggesting a router (beyond the supported adjustments and SIP trunk recommendations). A SIP on a Sophos XGS is possible but has the facility to adjust and remediate. If that makes no difference, then something else, not your XGS, is involved. 
 As general advice, which may or may not be reported with these cases. If there are no dropped packets on SIP, the issue is mostly likely in the "Application Layer&rdquo; or related to hardware not seen by the router. These other items may include: a misconfigured SIP trunk by your phone company, a half migrated NBN service and new source IP address is not registered in your hosted PABX, or you have faulty handset (or more). 
 Please lock this tread as it is falsely putting forward a Sophos issue. It was not Sophos related.

SIP Traffic Dropped to Commander.com.au

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