Anyone Else Have Trouble with Unifi Support?

[robynedwards (Robyn_E)]

So we moved from Meraki to Unifi for our APs and switches, and I am starting to feel buyers remorse. We did it mostly for cost, but we do like the devices themselves and the management portal is great too. Their support, however…I have as yet to have a good experience. Their support is chat only. I am careful to describe the issue clearly, plainly, and thoroughly, trying to give them a clear picture of what is going on. What I inevitably get back is a few words that have nothing to do with the problems we are having. Has anyone else experienced this? I am kind of at the end of my rope here. I have issues that require support, and I am just not able to get anything helpful from them. I was hoping maybe someone had some suggestions. It’s flustering. Thanks so much in advance!

@Ubiquiti_Inc

[big-green-man]

I’ve always been under the impression that most of their support is community-based, just like Spiceworks, and is a trade-off for having such affordable products. Have you tried posting there?

https://community.ubnt.com/t5/custom/page/page-id/Forums

[da-schmoo]

They do have paid support subscriptions available but not sure exactly what that entails.

[da-schmoo]

Maybe post the issue you are having here as well? A bunch of us use their equipment.

[robynedwards (Robyn_E)]

@da-schmoo

Maybe post the issue you are having here as well? A bunch of us use their equipment.

I have 2 switches connected to each other by fiber, both on the same subnet. The first is coming from a Meraki MX64 that is connected to the ISP and it works fine. The second is connected to the first one via fiber. In the console it shows disconnected, and I can’t ping it or anything connected to it. However, the people connected to that switch have network access, printers, internet, etc. They are working and don’t notice anything, but we can’t configure the switch in the console, and if we needed to remote control a machine or print to that building, we would not be able to.

Also, I had no idea they had subscription support. I will be contacting our rep today.

[MI50]

OP Man I wish you would have posted before you switched Unifi support is terrible we tore out 3 systems from 3 different client and put meraki in because unifi support sucks and there equipment is not enterprise class hardware. Like meraki is there built for schools smalll or big and pretty much any other type business.

You get what you pay for …I really really feel your pain…sorry your going through it …there are alot of poor souls that use the equipment here seem to like it try posting your issue see if you get better support with SW then unifi…

[robynedwards (Robyn_E)]

@MI32

OP Man I wish you would have posted before you switched Unifi support is terrible we tore out 3 systems from 3 different client and put meraki in because unifi support sucks and there equipment is not enterprise class hardware. Like meraki is there built for schools smalll or big and pretty much any other type business.

You get what you pay for …I really really feel your pain…sorry your going through it …there are alot of poor souls that use the equipment here seem to like it try posting your issue see if you get better support with SW then unifi…

We left Meraki for Unifi devices. We fortunately kept our MX100s and MX64s so there’s that. Meraki support has been great for us. It was a decision made with no input from me. At the time, I was not the main networking person. I’m hoping Dr. Schmoo is right and there is better support that you can purchase. I posted the issue above.

[MI50]

@robynedwards

@MI32

OP Man I wish you would have posted before you switched Unifi support is terrible we tore out 3 systems from 3 different client and put meraki in because unifi support sucks and there equipment is not enterprise class hardware. Like meraki is there built for schools smalll or big and pretty much any other type business.

You get what you pay for …I really really feel your pain…sorry your going through it …there are alot of poor souls that use the equipment here seem to like it try posting your issue see if you get better support with SW then unifi…

We left Meraki for Unifi devices. We fortunately kept our MX100s and MX64s so there’s that. Meraki support has been great for us. It was a decision made with no input from me. At the time, I was not the main networking person. I’m hoping Dr. Schmoo is right and there is better support that you can purchase. I posted the issue above.

Did you buy chance call Meraki support and ask them about your issue maybe a routing issue in past experience they have helped me with other hardware as much as they could that was connected to there devices.

[Jared-Busch]

@robynedwards

@MI32

OP Man I wish you would have posted before you switched Unifi support is terrible we tore out 3 systems from 3 different client and put meraki in because unifi support sucks and there equipment is not enterprise class hardware. Like meraki is there built for schools smalll or big and pretty much any other type business.

You get what you pay for …I really really feel your pain…sorry your going through it …there are alot of poor souls that use the equipment here seem to like it try posting your issue see if you get better support with SW then unifi…

We left Meraki for Unifi devices. We fortunately kept our MX100s and MX64s so there’s that. Meraki support has been great for us. It was a decision made with no input from me. At the time, I was not the main networking person. I’m hoping Dr. Schmoo is right and there is better support that you can purchase. I posted the issue above.

You get what you pay, does not mean what you paid is worth what you get. That is almost always the case with Meraki.

There is nothing but community support or email support for Ubiquiti unless you choose to pay for a support plan.

Your expectation of something that was never sold or implied has tainted your opinion.

[Jared-Busch]

@robynedwards

@da-schmoo

Maybe post the issue you are having here as well? A bunch of us use their equipment.

I have 2 switches connected to each other by fiber, both on the same subnet. The first is coming from a Meraki MX64 that is connected to the ISP and it works fine. The second is connected to the first one via fiber. In the console it shows disconnected, and I can’t ping it or anything connected to it. However, the people connected to that switch have network access, printers, internet, etc. They are working and don’t notice anything, but we can’t configure the switch in the console, and if we needed to remote control a machine or print to that building, we would not be able to.

Also, I had no idea they had subscription support. I will be contacting our rep today.

1. Are you certain there is not also some kind of copper connection between the two switches?

2. If the switch is online in the UniFi controller, the switch has network access. If it has network access, then you can get into it one way or another.

3. if nothing else every model above the 8 port has a console port to my knowledge.

[ben-ubiquiti]

Hi Robyn -

PM me your contact information and will have support team reach out.

Thanks,

Ben

[robynedwards (Robyn_E)]

@jaredbusch

@robynedwards

@da-schmoo

Maybe post the issue you are having here as well? A bunch of us use their equipment.

I have 2 switches connected to each other by fiber, both on the same subnet. The first is coming from a Meraki MX64 that is connected to the ISP and it works fine. The second is connected to the first one via fiber. In the console it shows disconnected, and I can’t ping it or anything connected to it. However, the people connected to that switch have network access, printers, internet, etc. They are working and don’t notice anything, but we can’t configure the switch in the console, and if we needed to remote control a machine or print to that building, we would not be able to.

Also, I had no idea they had subscription support. I will be contacting our rep today.

1. Are you certain there is not also some kind of copper connection between the two switches?

2. If the switch is online in the UniFi controller, the switch has network access. If it has network access, then you can get into it one way or another.

3. if nothing else every model above the 8 port has a console port to my knowledge.

Yes they are only connected by fiber. As you can see the top switch shows where the fiber is plugged in. It runs to the same port on the switch on bottom. We did connect directly to it yesterday. That’s how we were able to IP it.

[robynedwards (Robyn_E)]

@jaredbusch

@robynedwards

@MI32

OP Man I wish you would have posted before you switched Unifi support is terrible we tore out 3 systems from 3 different client and put meraki in because unifi support sucks and there equipment is not enterprise class hardware. Like meraki is there built for schools smalll or big and pretty much any other type business.

You get what you pay for …I really really feel your pain…sorry your going through it …there are alot of poor souls that use the equipment here seem to like it try posting your issue see if you get better support with SW then unifi…

We left Meraki for Unifi devices. We fortunately kept our MX100s and MX64s so there’s that. Meraki support has been great for us. It was a decision made with no input from me. At the time, I was not the main networking person. I’m hoping Dr. Schmoo is right and there is better support that you can purchase. I posted the issue above.

You get what you pay, does not mean what you paid is worth what you get. That is almost always the case with Meraki.

There is nothing but community support or email support for Ubiquiti unless you choose to pay for a support plan.

Your expectation of something that was never sold or implied has tainted your opinion.

You are so right. I didn’t know much about Unifi products, and now tag I’m it as far as networking. I just saw the chat support icon in the portal and used it.

[robynedwards (Robyn_E)]

@MI32

@robynedwards

@MI32

OP Man I wish you would have posted before you switched Unifi support is terrible we tore out 3 systems from 3 different client and put meraki in because unifi support sucks and there equipment is not enterprise class hardware. Like meraki is there built for schools smalll or big and pretty much any other type business.

You get what you pay for …I really really feel your pain…sorry your going through it …there are alot of poor souls that use the equipment here seem to like it try posting your issue see if you get better support with SW then unifi…

We left Meraki for Unifi devices. We fortunately kept our MX100s and MX64s so there’s that. Meraki support has been great for us. It was a decision made with no input from me. At the time, I was not the main networking person. I’m hoping Dr. Schmoo is right and there is better support that you can purchase. I posted the issue above.

Did you buy chance call Meraki support and ask them about your issue maybe a routing issue in past experience they have helped me with other hardware as much as they could that was connected to there devices.

Funny you say that. The Meraki guy did help me as much as he could without being able to log into the portal himself. He went way above and beyond, but he said it should be working. There are no fancy configs, no VLANs, just switch to switch on the same subnet.

[dancrane]

Seems like something is off on either the management IP or the adoption address of the 2nd switch there.

Any chance you can find some time to try and SSH into it from a direct connection and check the inform on it?

[robynedwards (Robyn_E)]

@dancrane

Seems like something is off on either the management IP or the adoption address of the 2nd switch there.

Any chance you can find some time to try and SSH into it from a direct connection and check the inform on it?

I work remotely 2 hours away, but my coworker did last night and says it is good. I may ask him to connect to it again then share his screen with me.

[kateswistowicz]

We had 6 pairs of UBNT bridges and in four of those pairs we had one of the network ports loose its web interface. It still worked, but I couldn’t get to the web interface. I too was faced w/ chat only support and it was very frustrating. I went through all their hoops, factory reset via tftp, upgraded firmware, etc… No matter what I couldn’t get that web management interface back. Technically the unit still worked, but if I had to make any changes I was out of luck or had to connect to the CLI

[dancrane]

Definitely Unifi support can be a bit lacking, but some of the recent firmware upgrades have gone a long way to keeping things stable. Most of what I know about the stuff comes from hands-on fixing it and dealing with our crazy deployment scenarios.

Here’s what a couple of my switches look like in a fraternity house.

Port 1 on the Midland switch is showing there’s an uplink, is that just going out to the Meraki?

Probably the biggest gotcha, especially with layer 3 adoption and the controller residing on the subnet you set it up on, is that you have to inform, adopt, then re-issue the inform code after it provisions.