Failed T25 - non existent support?

MrFixit
MrFixit
in Firebox - Hardware

Just venting ….

I’ve had a hardware failure of my T25 after 1 year. So a CRITICAL problem.

I’ve tried to get a response from Support 3 different ways. I’ve tried calling, no callback. Chat, no follow up. Raised a ticket, no response.

I have a 3 year Basic Suite subscription which supposedly has 24x7 support.

Is this normal?

I’ve been a customer for many years. T5, T10, T15, T20, and now T25. You’ve now lost me. I will move to another provider next time.

Comments

  • Bruce_Briggs
    Bruce_Briggs

    Your experience is very disappointing.

    I haven't opened a support case recently, so I can't comment on if this is common or not recently. One would certainly hope not.

  • Bruce_Briggs
    Bruce_Briggs
  • MrFixit
    MrFixit

    Indeed …….

    As of today (2/8/2026) I've had no response to my Support ticket marked Critical. Its not even been looked at!

    I'll make a call to UK Support again on Monday - hopefully I can get to speak to someone and not be left in a queue endlessly waiting.

  • Charlie_Mak
    Charlie_Mak

    I feel sorry for your situation, I think we also get support from where we buy our WatchGuard from.
    Most clients buy WatchGuard from distributor or retail

  • MrFixit
    MrFixit

    This morning (03/08/2026) I have finally had a response to my ticket. I have made my complaints. We will see how this pans out.

  • MrFixit
    MrFixit

    As a follow-up, I should be receiving a replacement T25 tomorrow (06/08/2026) via the RMA process.

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