Unreliable SSL VPN Performance and Poor Support Experience

[IT_Ech]

We've been using Fortinet for a long time and renewing their premium support contracts every year, expecting reliable help for business needs like SSL VPN. However, our recent experience has been very disappointing, and I wanted to share this to see if others have faced similar issues.

We raised a ticket about an SSL VPN problem where the VPN connects initially, but after a few minutes, we lose access to LAN services and the internet, even though the VPN still shows as 'connected.' Despite providing all the necessary details - configuration files, logs, and background information, support didn't attempt any troubleshooting. Instead, their first response focused on licensing, suggesting we might need FortiClient/EMS licenses before they could help. This makes no sense since SSL VPN is a built-in feature of Fortigate, and we're using the free FortiClient from Fortinet's website.

The support process was frustrating and unprofessional. We received repeated reminders stating that support hadn't heard from us, even though we had already provided updates and attached the requested files. Additionally, they claimed to have tried calling us, but no calls were ever received on our end. To make matters worse, the ticket was eventually closed without the issue being resolved, with the reasoning that no updates were provided from our side.

This has left us questioning whether renewing the premium support contract with Fortinet is worth it. If Fortinet is only selling the hardware box and providing firmware updates as the core benefit of their premium support, they should clearly state that upfront. Right now, the quality of support feels no better than what you'd get from a community forum for open-source solutions.

Has anyone else experienced similar issues with Fortinet SSL VPN or their support recently? Do you think their support quality has declined? We hope Fortinet starts addressing these concerns soon, as it feels like customer satisfaction and proper issue resolution are no longer a priority.

[Anthony_E]

Hello,

Thank you for using the Community Forum. I will seek to get you an answer or help. We will reply to this thread with an update as soon as possible.

Thanks,

[Anthony_E]

Hello,

We are still looking for someone to help you.

We will come back to you ASAP.

Regards,

[IT_Ech]

Thanks for the update.

[CoraMartinez]

Is everything good now?

Spoiler

Dealing with unreliable SSL VPN performance reminds me of the uncertainty in gambling, it’s all about taking chances! Speaking of which, when I faced challenges similar to figuring out how to get off Gamstop, I found this helpful: https://uk.notgamstop.com/gamstop-faq/how-to-cancel-gamstop/ Just like troubleshooting Fortinet’s VPN issues, it’s about finding the right steps and support to regain control. Has anyone else found a solid workaround for these VPN performance problems?

[IT_Ech]

Fortinet SSL VPN remains broken and repeated attempts to get support have been ineffective. We've switched to a pfSense device running OpenVPN, which has worked flawlessly without any of the issues we faced with Fortinet. Unless Fortinet addresses these problems, we plan to stick with pfSense.

[Anthony_E]

Hello,

Sorry to read that.

One of our engineers will get in touch with you soon.

Regards,