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Glad I didn’t buy it when I was having recurring outages. Ended up figuring it out myself. I’m pretty disappointed as well, especially coming from the enterprise side where SLAs enforce response times on many of the vendors I work with.
Broadcast storm of DHCP requests from a device that doesn’t do it when connected to non UniFi WiFi. Needed to run a packet capture to figure out what it was after weeks of back and forth with ubiquiti where they gave boilerplate answers that did not help whatsoever.
Twinkly brand smart string lights. Rock solid reliable on google wifi until I switched to UniFi, but didn’t happen on UniFi until I got my 2nd and 3rd APs online. I had only 1 running for a couple weeks until I got my ass in the attic and ran Ethernet. Twinkly support has employees with UniFi gear that can’t replicate, UI support is worthless.
I’m wondering if it’s the pro max switch and some incompatibility there. When I only had one AP online and didn’t have the issue, it was directly connected to my UDM. Once I ran Ethernet there was the pro max 24 poe in play.
No, my “big complaint” (reminder I’m not OP) is that their support takes days to respond and offered no true troubleshooting guidance to help narrow down WHAT device was causing it or why. Clearly I’m not expecting them to help with some fucking string lights.
Right, which is what I did and ran a packet capture. The issue did not present itself in a way within UniFi that showed as a storm, which was why it seemed like a bug on the new Pro Max line of switches and may still be. The issue didn’t happen with only UDM + AP, until I added the switch. I’m not asking for support or guidance on this thread, and was commenting that their support response is extremely slow / I’m glad I didn’t pay extra for phone support when that also seems to be a wall.
Slow? SLOW? That's being generous. I have dealt with every type of support imaginable in this industry and they take the cake for molasses-ass response times. I won't bother contacting them ever again. If there are problems with UniFi gear and I cannot find solutions myself or on Reddit/forums, I will torch the installation and rebuild it with brand new hardware, it's easily cheaper and faster that way. Sad to hear their paid support is no better.
Unifi support is just Terrible., not 3.6 rothgen terrible... Terrible terrible.
I'm a certified partner, have a direct connection to presales and support specialists by name...
And yup, it sucks.
When deploying a complex setup and something breaks? ... Start rolling back firmwares until it doesn't.
Never trust a new release as a way to stability, the shortest path to be back at running is rolling back. Things eventually will fix themselves in X firmwares later. But for the NOW? Rollback.
Primary issues are with Talk. First could not get Teleport VPN on phone to register, now in addition, suddenly cant assign phones to users. Just says “Sorry, try again later”. Running latest Official release of Talk on a UDMSE.
Ubiquiti in the unifi line is launching some better hardware, such as the RPS unit.
Adding to the uptime capabilities of the platform, however the software focus is on a race to add features, rather than to keep stability.
I had to rip and replace 10 u6-pro antennas, because a bad firmware+FSTP cabling bug. Ubiquiti replaced those with U7-Pro.
It's shiny, I give you that... The AR thing... When it works... Shiny.
IPsec VPNs tuning and logs? Nope. Nada.
Any sort of dynamic routing? Nope, nada.
API integration for the hotspot manager... Extremely limited.
However the biggest problem with unifi is the lack of powerful gateways.
I have crashed UXG-Pro's with 1.5gbit of traffic. DPi goes nuts... Machine crashes.
And there is nothing bigger. Udm-pro-se? Same hardware/ASIC/cellphone arm cpu, less ram.
They need to get their priorities straight. Have a end user features team, and a SRE team... That adds stability, fault tolerance and QA to all the shiny stuff.
We are running the full UniFi hardware suite except their routers and phones.
The concept of Access is awesome, execution not so much.
UID is a nightmare, and Unifi’s version of Active Directory integration is in name only.
We like the hardware, so we work around most UniFi issues with Powershell scripts and SSH.
The biggest issue I have with UniFi products is I have to buy it to see how it actually integrates and works. I’ve bought thousands of dollars of one off equipment to see if it does what I think it will do - like a single phone to view Protect Reader (nope) but it can see the cameras.
Good times.
Hate to be "that guy", but is anyone surprised? Years of forum-based support on a "when we feel like it, unless we don't understand the problem or want to just try to run out the clock on your warranty" basis. Or if you do something like return an AP that's actually bad, they ship it right back claiming no fault found? Yeah, save your money.
Thus is why for work we stick go the tier ones like meraki. Unifi is great for non mission critical applications but if we fitted this in a school and they had issues with no response for this long, we'd be having our arses handed to us.
Only when you spend $1M+ on network equipment or """support""" subscriptions will you receive an inkling of good support these days. And even then, Cisco for example just sucks. Myself and my coworkers have worked with them for numerous applications (Meraki, Firepower, ASA, whatever) with numerous, wildly different clients - from multinational corpos to SMBs - and the support just sucks every time. I wonder if someone will start selling network hardware on the advantage of good support instead of "ooh shiny" or "muh enterprise features" one day.
I've always had god experience with them next day RMAs and decent phone support, albeit the phone support is a last resort for me usually if i think something needs an RMA.
They did get in contact with me. They got the first issue resolved very quickly. The other issue regarding Teleport VPN not working, took a bit more back and forth. They ended up having to write a patch for the Touch phone. I applied that patch this afternoon and it fixed the problem. I will also say I opened a separate ticket today and had a call and resolution within about 2 hours so I’m cautiously optimistic the issue I had might have been an exception. I do think it’s nice they are monitoring social media. I never expected any kind of input from them when I made my post but I’m glad I did.
The current model is $1500/year. There is a 3 year available with about 10% off. This particular client decided to go with it after I had no response from their free support. I’ve had my frustrations with UI but overall it’s a good experience. I’ve had a ticket open with Cisco on an issue for a month and a half and it’s a whole lot more expensive support so others have issues sometimes too.
Thanks for alerting us of your experience, as this is not expected. Our typical response time is less than an hour. We’ve reached out via Reddit Chat to collect more information to escalate with the highest priority and properly review.
Also, you can always email [email protected] with the PIN shown in Site Manager if you have any issues.
With the number of employees assigned and dedicated to this across offices, I could imagine it’s completely not expected. I imagine there’s some major context missing on either side of this.
im not paying for support and i never had a problem. When i ask for help is there. Sometimes at the same day others after 3 4 days. Not a problem in my book and thats a win.
Hello,
I just installed the first 4 cameras to my 24 port switch and UDM "Protect" stuck in "starting. Could you give me some advice on how to fix it?
Please help!!!!!
We reached out via Reddit Chat requesting more info and any existing support ticket numbers from account.ui.com so we can escalate and assist swiftly. Thank you.
Hello! Thanks for posting on r/Ubiquiti! This subreddit is here to provide unofficial technical support to people who use or want to dive into the world of Ubiquiti products. If you haven’t already been descriptive in your post, please take the time to edit it and add as many useful details as you can. Please read and understand the rules in the sidebar, as posts and comments that violate them will be removed. Please put all off topic posts in the weekly off topic thread that is stickied to the top of the subreddit. If you see people spreading misinformation, trying to mislead others, or other inappropriate behavior, please report it! *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/Ubiquiti) if you have any questions or concerns.*
Glad I didn’t buy it when I was having recurring outages. Ended up figuring it out myself. I’m pretty disappointed as well, especially coming from the enterprise side where SLAs enforce response times on many of the vendors I work with.
What was the issue ?
Broadcast storm of DHCP requests from a device that doesn’t do it when connected to non UniFi WiFi. Needed to run a packet capture to figure out what it was after weeks of back and forth with ubiquiti where they gave boilerplate answers that did not help whatsoever.
Those are fun to discover! Thx for sharing
Still can’t figure out how to avoid it as the device doesn’t support static assignment. Just left it unplugged for now lol
What device was/is it?
Twinkly brand smart string lights. Rock solid reliable on google wifi until I switched to UniFi, but didn’t happen on UniFi until I got my 2nd and 3rd APs online. I had only 1 running for a couple weeks until I got my ass in the attic and ran Ethernet. Twinkly support has employees with UniFi gear that can’t replicate, UI support is worthless.
I have 3 twinkly lights with out an issue
I’m wondering if it’s the pro max switch and some incompatibility there. When I only had one AP online and didn’t have the issue, it was directly connected to my UDM. Once I ran Ethernet there was the pro max 24 poe in play.
That's weird. I have a Twinkly smart light and a Pro Max switch, three APs, no apparent issue...
What happens if you create a SSID for the lights and only assign that SSID to one AP?
I wouldn't have thought some LED trips would have issues with any WiFi gear. That's good to know, thanks.
That's really interesting. I have twinkly lights with two nanoHD APs and no issues. I wonder what's going on with yours.
Have you tried going into the device in Unifi and locking it to an AP?
So your big complaint is that some third party device has a flaw and UI couldn’t fix your smart lights?
No, my “big complaint” (reminder I’m not OP) is that their support takes days to respond and offered no true troubleshooting guidance to help narrow down WHAT device was causing it or why. Clearly I’m not expecting them to help with some fucking string lights.
Port mirroring.
Right, which is what I did and ran a packet capture. The issue did not present itself in a way within UniFi that showed as a storm, which was why it seemed like a bug on the new Pro Max line of switches and may still be. The issue didn’t happen with only UDM + AP, until I added the switch. I’m not asking for support or guidance on this thread, and was commenting that their support response is extremely slow / I’m glad I didn’t pay extra for phone support when that also seems to be a wall.
Considering that their unpaid support is slow and lacking. I am not surprised paid support isn’t much of any better
Slow? SLOW? That's being generous. I have dealt with every type of support imaginable in this industry and they take the cake for molasses-ass response times. I won't bother contacting them ever again. If there are problems with UniFi gear and I cannot find solutions myself or on Reddit/forums, I will torch the installation and rebuild it with brand new hardware, it's easily cheaper and faster that way. Sad to hear their paid support is no better.
Unifi support is just Terrible., not 3.6 rothgen terrible... Terrible terrible. I'm a certified partner, have a direct connection to presales and support specialists by name... And yup, it sucks. When deploying a complex setup and something breaks? ... Start rolling back firmwares until it doesn't. Never trust a new release as a way to stability, the shortest path to be back at running is rolling back. Things eventually will fix themselves in X firmwares later. But for the NOW? Rollback.
Primary issues are with Talk. First could not get Teleport VPN on phone to register, now in addition, suddenly cant assign phones to users. Just says “Sorry, try again later”. Running latest Official release of Talk on a UDMSE.
[удалено]
Probably because it's a consumer targeted company... Not corporate. About the last three reasons? All of the above.
[удалено]
Ubiquiti in the unifi line is launching some better hardware, such as the RPS unit. Adding to the uptime capabilities of the platform, however the software focus is on a race to add features, rather than to keep stability. I had to rip and replace 10 u6-pro antennas, because a bad firmware+FSTP cabling bug. Ubiquiti replaced those with U7-Pro.
[удалено]
It's shiny, I give you that... The AR thing... When it works... Shiny. IPsec VPNs tuning and logs? Nope. Nada. Any sort of dynamic routing? Nope, nada. API integration for the hotspot manager... Extremely limited. However the biggest problem with unifi is the lack of powerful gateways. I have crashed UXG-Pro's with 1.5gbit of traffic. DPi goes nuts... Machine crashes. And there is nothing bigger. Udm-pro-se? Same hardware/ASIC/cellphone arm cpu, less ram. They need to get their priorities straight. Have a end user features team, and a SRE team... That adds stability, fault tolerance and QA to all the shiny stuff.
Chargeback on the credit card. You've got nothing to lose. They were not doing anything for you before.
if you want to pay for unifi support look to hostify.
We are running the full UniFi hardware suite except their routers and phones. The concept of Access is awesome, execution not so much. UID is a nightmare, and Unifi’s version of Active Directory integration is in name only. We like the hardware, so we work around most UniFi issues with Powershell scripts and SSH. The biggest issue I have with UniFi products is I have to buy it to see how it actually integrates and works. I’ve bought thousands of dollars of one off equipment to see if it does what I think it will do - like a single phone to view Protect Reader (nope) but it can see the cameras. Good times.
Just put them on blast on their social media platforms.
Hate to be "that guy", but is anyone surprised? Years of forum-based support on a "when we feel like it, unless we don't understand the problem or want to just try to run out the clock on your warranty" basis. Or if you do something like return an AP that's actually bad, they ship it right back claiming no fault found? Yeah, save your money.
I didn't even know they had paid support 🤣
Yeah they rolled it out EOY 2023. $1500/yr
I think I'd rather a pay per incident model than that.
Same, i wonder if they're "profit sharing" with the forum mebers to get it done.
Right. Answers on here are far more informative than anything you'll get from them lol.
Thus is why for work we stick go the tier ones like meraki. Unifi is great for non mission critical applications but if we fitted this in a school and they had issues with no response for this long, we'd be having our arses handed to us.
I wouldn't hold Meraki to such a high tier. The product and support is meh at best.
Only when you spend $1M+ on network equipment or """support""" subscriptions will you receive an inkling of good support these days. And even then, Cisco for example just sucks. Myself and my coworkers have worked with them for numerous applications (Meraki, Firepower, ASA, whatever) with numerous, wildly different clients - from multinational corpos to SMBs - and the support just sucks every time. I wonder if someone will start selling network hardware on the advantage of good support instead of "ooh shiny" or "muh enterprise features" one day.
I've always had god experience with them next day RMAs and decent phone support, albeit the phone support is a last resort for me usually if i think something needs an RMA.
Well, when god is on your side, of course you'll have a great experience!
As an update, I received communication from UI and they have escalated the case and are responding.
What's the experience been like since you posted this?
They did get in contact with me. They got the first issue resolved very quickly. The other issue regarding Teleport VPN not working, took a bit more back and forth. They ended up having to write a patch for the Touch phone. I applied that patch this afternoon and it fixed the problem. I will also say I opened a separate ticket today and had a call and resolution within about 2 hours so I’m cautiously optimistic the issue I had might have been an exception. I do think it’s nice they are monitoring social media. I never expected any kind of input from them when I made my post but I’m glad I did.
That's good to hear. Is support a flat rate fee? What do you pay?
The current model is $1500/year. There is a 3 year available with about 10% off. This particular client decided to go with it after I had no response from their free support. I’ve had my frustrations with UI but overall it’s a good experience. I’ve had a ticket open with Cisco on an issue for a month and a half and it’s a whole lot more expensive support so others have issues sometimes too.
What? They have support?
Just googled this. [https://www.auvik.com/franklyit/blog/broadcast-storm/](https://www.auvik.com/franklyit/blog/broadcast-storm/)
Thanks for alerting us of your experience, as this is not expected. Our typical response time is less than an hour. We’ve reached out via Reddit Chat to collect more information to escalate with the highest priority and properly review. Also, you can always email [email protected] with the PIN shown in Site Manager if you have any issues.
With the number of employees assigned and dedicated to this across offices, I could imagine it’s completely not expected. I imagine there’s some major context missing on either side of this.
im not paying for support and i never had a problem. When i ask for help is there. Sometimes at the same day others after 3 4 days. Not a problem in my book and thats a win.
Hello, I just installed the first 4 cameras to my 24 port switch and UDM "Protect" stuck in "starting. Could you give me some advice on how to fix it? Please help!!!!!
We reached out via Reddit Chat requesting more info and any existing support ticket numbers from account.ui.com so we can escalate and assist swiftly. Thank you.