SophosReviews of sophos.com

Sophos' support is TERRIBLE, outside of the obvious and ordinary issues. We had an HA issue with our Sophos XG Firewalls that started in May of 2023; after a month of being bounced around support centers around the globe due to time difference, we were finally escalated to development which diagnosed the issue as a software bug. It took development until August to devise a solution, leaving us without a working HA until August 2023. We attempted to implement the bug fix as instructed in August but discovered a hardware failure of the standby FW. A replacement was sent, and another attempt to install it was made in November. When we attempted to install the patch this time, the support rep found the replacement device was once again faulty and required to be replaced. Unfortunately for us, this time, we did not have licensed replacement services, and we had to wait three weeks to process an order for this service. On the day we received the replacement, the primary license holder appliance that was still functioning also crashed. This left us with a FULL OUTAGE! We recovered from a backup to the replacement we had just received but ran into a licensing issue, which took Sophos support 3 weeks to understand and resolve. Apparently, transferring a license is very complex and requires 3 levels of support. At this point, Sophos support didn't see a need for the patch on our device because we performed a full restore. As it stands, in February 2024, we were about to test the HA failover, but in the prechecks, we discovered that the firewall had disconnected from Sophos Central and would not reconnect. The status of the HA is listed as healthy, but the registration link to Sophos central on the device lists a status of "Auxiliary device status: Couldn't get the registration details. The device is offline." Online forums are stating it might be another hardware failure, but support is once again researching. Overall, it's been a nightmare! We are 9 months into an issue with multiple hardware failures. Support takes 24 hours to respond, no matter how severe the problem is. Support is mainly in India or other regions, never in the US. They call you back for critical issues but are unable to resolve them; they just transfer you to another team or tell you that they will get back to you in 24-48 hours. If you don't experience an issue, the product works well and is "easy" to navigate and set up. Overall, avoid Sophos due to the lack of enterprise-grade technical support.

Absolute nightmare, nothing ever works properly or first time, new support portal you have to register for and then wait ages to be approved before you can log a ticket. Support has really gone down the pan. Wish we had never renewed hardware with them. In 3 years will move to another vendor.

Somebody from Sophos has been cold calling me virtually every day for the past month despite me never having been a customer. I have repeatedly asked to have my data erased under GDPR laws but to no avail. The calls come from different mobile and landline numbers as well as withheld numbers so are difficult to ignore when you are expecting other important calls. Pretty ironic for a company publishing blogs about stopping cold callers and scammers.

Putting Sophos on your Mac is the worst possible thing you can do. On my iMac (Ventura) everything slowed down to glacial pace making it almost impossible to use - constant restarts necessary. Before I found it was Sophos that was causing a problem I did several clean installs, checked RAM thoroughly, threw away loads of software and replaced my internal drive. Getting rid of Sophos cured it all. And in a quarter of a century of Mac computing I've never encountered a virus...

Shocking support since it was moved, i wont be renewing, there is no support, all they do is email cant speak english, i cant understand their mumbling at all. Dont purchase their products you wont have support in english.

Absolutely awful product. Terrible CPU and memory hog. will bring a server to a standstill if it decided it wants to scan every file in sight (irrespective of whatever settings you give it). In an enterprise environment updates can take 2 HOURS to think about installing once you've requested and update. Then you have to deal with virus false positives, which is basically everything non Microsoft. Always tells me the keygen i use to install my company products is a virus which is basically - this generates passwords its not Microsoft so it must be a virus - Utter garbage AVOID AT ALL COSTS and if anyone in an enterprise environment says there going to buy it for you sack them immediately as they are clueless

We have used Sophos for 20 or so years. We are in the UK and support was local geographic regions. It was fast and efficient. Now it seems support has been moved elsewhere and there is a language barrier to deal with along with inexperience and lack of knowledge with the Sophos products. We often find logging support requests with Sophos painful. The logging of support tickets is quick, and the initial response is quick, however it takes days to get through their Sophos first line support to someone who understands the problem and knows what they are doing to investigate! In the last couple of years Sophos have removed their Account Managers, so the generic resellers you deal with when you renew or look to buy new products do not know Sophos products. We have been mis-sold Sophos Firewall products with limited numbers of firmware updates - For a security product this is madness. We are looking to move to another security vendor, which is sad, but we have had enough of Sophos.

I had been using Reflection email filtering software for many years which came to 'end of life' on 31st March 2023. I asked Sophos what their suggested replacement was and they promised to get their 'senior CAM' to 'loop up' and 'reach out' to me (yuch!) in order to get one of their ISPs to sell me their new product. Incredibly 4 people were involved with this and surprise surprise - I never heard from them again. So that's there approach to customer service in a nutshell!