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Unexpected reboots XG125

Besides unexpected reboots we had several crashes, disconnected WAN-Lines (we have 3) with our XG125. Sophos is not able to fix anything!!! They  let time lapse away and close the ticket. But nothing was fixed. Before closing the ticket they phone me and let the bell ring 3 times (~ 3 seconds!!) and hang up. This is not the 1st time that I had such a insolence call. Seems they do so  they can say then "I have phoned the client".

Boefore my client switched to Sophos I had several pfsense running.  I know what is going on on the commandline-level (OpenWRT)- The 1st Leve Support did not understand anything what I tell them what I detected in /log.

We pay for the support and get nothing.I can only warn to pay for the support, or better: use another firewall.

A frustrated admin



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  • Today another unexpected reboot at 00:05 CET

    And your Reply: is b**: 

    I can see the calls were made and follow-up emails were sent but there was no further reply from your end, which is why the case got closed after the 3rd try to reach you, in the future if Support Calls and for some reason the call isn’t answered timely, reply to the email asking for a remote session link instead of a call to avoid phone connecting issues from any end.

    I replied on the mail from sophos after I had givven the access id! My reply was: We had another unexpected reboot. Your phone call let it ring 3 times (THREE times!!) - I wasn't fast enough. I tried an email to get the massage: closed!!

  • Hello there,

    Thank you for the Case ID.

    I can see the calls were made and follow-up emails were sent but there was no further reply from your end, which is why the case got closed after the 3rd try to reach you, in the future if Support Calls and for some reason the call isn’t answered timely, reply to the email asking for a remote session link instead of a call to avoid phone connecting issues from any end.

    I have sent an internal email to the manager of the engineer for them to arrange a call/session to keep investigating as I can see in the last email you made the changes they suggested and the issue continued.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • [Closed] 04907567 / Unexpected reboot 3rd time / ref:_00D301GN6a._5003Z1Mb71p:ref

  • Hello Peter,

    Thank you for contacting the Sophos Community.

    Sorry to hear about your experience with support, would it be possible for you to share the Case ID to investigate further.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.