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Having a serious issue with Sophos Support (BIG SIGH)

So I came here initially to see if I can fix the DB issue I am having with my SG125w (do a search admins). one of you offered to open a ticket for me and aother tried to help. Anyhow a week before I went on vacation I finally was able to tackle the issue with the firewall DB and opened a ticket. They tech looked at my firewall which was painfully slow, closer to the end of th eweek he had done nothing. Then i get an email from another tech saying they were taking over, I told them I would be away (last week, on vacation) and so they promised they would get back.

So they are telling me tomorrow they will call me now...

This is painful. Does Sophos not having anyone in North America who help? This is wrose than having to deal with MS PSS.

Thanks,

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Top Replies

emmosophos 10 months ago in reply to Andrew English +1

Hello Andrew, I was reviewing the case and apologize for the service you received. You should have received a call from the engineer assigned to the case by now and an email with the next steps if the…

0 Raphael Alganes 10 months ago

Hi Andrew,

Good day and thanks for reaching out to Sophos Community

I apologize you have faced this experience. Would you be so kind so share the support caseID with us?

Many thanks for your time and patience and thank you for choosing Sophos

Cheers,

Raphael Alganes
Community Support Engineer | Sophos Technical Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Andrew English 10 months ago in reply to Raphael Alganes

Hi Raphael,

The subject line in my email which is on-going is this: RE: Automatic reply: 06529914 / High CPU utilization / ref:_00D301GN6a._5003Z1a689h:ref

I am not sure which number is the actual case number!?

Thanks,

Andrew
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0 Raphael Alganes 10 months ago in reply to Andrew English

Hello Andrew,

Thanks for this, it should be 06529914 - I have followed up and put on case notes on our end with regards to this. Again, thank you for your patience as we work toward this concern.

Should you have further clarifications from our side, kindly let us know.

Thanks

Cheers,

Raphael Alganes
Community Support Engineer | Sophos Technical Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Andrew English 10 months ago in reply to Raphael Alganes

So what does this mean? Will I need to wait another week or two until someone pulls the trigger and fixes the DB?

Thanks,

Andrew
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0 emmosophos 10 months ago in reply to Andrew English

Hello Andrew,

I was reviewing the case and apologize for the service you received. You should have received a call from the engineer assigned to the case by now and an email with the next steps if the issue isn’t resolved.

We have alerted also management about this case.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Amodin 10 months ago

Post for reference on issue: SG125w broken after 9.714-4 update :( - General Discussion - UTM Firewall - Sophos Community

OPNSense 64-bit | Intel Xeon 4-core v3 1225 3.20Ghz
16GB Memory | 500GB SSD HDD | ATT Fiber 1GB
(Former Sophos UTM Veteran, Former XG Rookie)
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