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So, i just had a call from sophos (the first human contact in 2years from them) to tell me our firewall goes EOL in march, but we have an active and FULLY PAID sub until april 2026, why am i being asked to spend money on something that i have already paid for, nd i have checked all emails from around about the annoucement date going by their own date of april this year, and we received NO NOTIFICATION to email - but no surprise considering everything else we have had in terms of support.

So curious why are we NOT receving 20% of our product we paid for supported, (yes i also work in IT and understand EOL so why sell 5 year contracts if you CANNOT Honour them…)
I bought a car, and i woudlnt have bought the car if they didnt give me 1 of the wheels which is what sophos have done…

Absoolutly crap behaviour either the update should be done FOC until end of contract, or a 20% refund on cost for services not supplied

3 Spice ups
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The subscription isnt for the hardware its for the software and support.

The XG series is old- we have been on the XGS series for close to 2 years. This is on you, its impressive that firmware still works on the XGs but you can’t expect updates forever hence they need to go EOL.

As for notifications- we not only had automated ones as soon as the XGS series came out but also our account manager pushing us to move over. Even then its down to you to keep tabs on these kind of things.

Sophos hardware is much cheaper than say the 5k for a hardware replacement for a Palo, and really you should be ensuring you have a plan to lock in your hardware upgrades into your software renewal and really you’ve got caught out because you’ve skimped on / no planned for new hardware.

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Effectively are you saying they sold a 5 year service when the product EOL was 4 years?
Was the product EOL published at the time?

even though it is EOL are they actually going to stop the support and other services in the subscription.

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talk to a Sophos partner about the on going promotions. They currently have a promo on upgrading to the XGS models upto the XGS136 where you get a huge discount if you go with the 3 year Xstream Protection.

1 Spice up