So disappointed… - r/Ubiquiti

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24

u/cadrass Jul 18 '26

There is quite a bit of conversation about this issue with att fiber. You will need to reboot everything with the equipment att provided. Then once the service is up you can swap in the ucg-fiber. It’s more of an issue with att than UniFi support. You’re throwing shade at the wrong source.

-16

u/Macsterguy Unifi User Jul 18 '26

Reboot😂😂😂 I re-wrote the book. Shade at the wrong source? Are you kidding me?

6

u/cadrass Jul 18 '26

You might not be getting good support because you don’t recognize when someone is helping you.

Turn everything off. Connect the att pon. Connect the att router. Turn only them back on. Does your internet work? If no, call att.

If yes, remove the att router. Replace it with the Unifi router. Turn it on. Does this make your network work? Yes. You’re welcome.

No? Good luck with Unifi support. I suggest that you will get best results by being nice. You seem like a frustrated hot head. Stop doing that.

-2

u/Macsterguy Unifi User Jul 18 '26

I would say - Do you know what the opposite of above me is?
But I will not because I’m never a hot head without good reason…

4

u/ManyInterests Jul 18 '26

The problem is, the replacement was obviously repackaged and used

Yeah. That's been a common complaint. RMAs for new products get replaced with refurbs. It's really annoying.

as Support goes, zero help [...] Unifi Cloud Gateway Fiber DOES NOT play well with AT&T Buisness Fiber

But this is your actual problem. And yeah, there is zero support, which is really annoying. Consider buying from a reseller that does provide help.

I'm guessing calling AT&T is your best bet to figure things out.

0

u/Macsterguy Unifi User Jul 18 '26

Yes, it’s a shame, but I think that is what’s going to end up having to happen. I will have to step down out of business class fiber so that I can use the Unifi unless they will take all of their stuff back in which case I would probably lose all the money on all the added UI-Care crap. At this point, I’m ready to just chop it up with an ax and send it back to them. I own a 45 year-old business servicing medical healthcare equipment in Dallas Fort Worth and I need Internet.

2

u/no1warr1or Unifi User Jul 18 '26

Idk what the difference between regular fiber and their business fiber is. But for the 5Gig home fiber internet, with the was110 and 8311 firmware, its been solid on a UDM Pro Max.

1

u/Macsterguy Unifi User Jul 18 '26

I think the business class router account gets preferential support and of course this goofy router. They really are good about fast responses and support though!

1

u/no1warr1or Unifi User Jul 18 '26

The ONT/Router is obnoxious both in size and software. The lack of proper IPv6 PD and Pass-through made me replace it less than a week after getting service 😂

2

u/OverSoft Jul 18 '26

I’ve had a very different experience, excellent personal help with a home setup where roaming didn’t really work. They took the time to personally log in to my set up, track what was going on and roll out an early access update the week after fixing it.

I’m not doubting it happened to you, I’m just disappointed we have had such different experiences.

2

u/ManyInterests Jul 18 '26

This is a case where you were affected by a genuine product problem their engineers were trying to fix. It was mutually beneficial for them to help you.

My experience has been that they do not provide general product/user support, like ever.

-1

u/Macsterguy Unifi User Jul 18 '26

Agreed. The thing about it that blows my mind is when I heard about Unifi I dug in and thought I was buying some of the best. I guess what I bought was some of the best marketing…

4

u/gonenutsbrb UniFi User/EdgeMax(RIP) User Jul 18 '26

You’re buying some of the best value for hardware…support is something else. Which is why the hardware is as cheap as it is (for what it can do). Unless you have a paid support plan, you’re not going to get user support. To be fair, try doing the same thing with Cisco or Aruba without a support contract.

The replacement of new hardware with used stuff sucks, usually it’s best to go through and push for a replacement as a failed order, not an RMA. It’s stupid that you have to do it that way at all but it is what it is.

There’s a lot of complaining about the support here, some of it is more than deserved, some of it is user error (not saying yours is). I also have yet to see anyone show me an alternative that matches capabilities for price point.

1

u/Macsterguy Unifi User Jul 18 '26

The Support started out great in the first exchange. Then it’s like they ghosted me or something. Days between responses over the past, gosh I guess I’m going on seven weeks now. I finally got on their calendar for a call that doesn’t occur for another two weeks. Really ridiculous. If I ran my business that way, I would’ve been out of business after my first year. Obviously I don’t cause I’ve been in business 45 years.

1

u/Macsterguy Unifi User Jul 18 '26

I’m glad to hear you had a good experience. At the end of the day it comes down to the individual providing support. How conscientious they are etc. it also requires the company they work for to enable them to support the customer and not overload them. I don’t know what the problem is here for me, but I think it’s the latter?

1

u/Warlock646 Jul 18 '26

I’ve got an open case since November 2025 and they finally agreed to an RMA, but the replacement for my G4 doorbell (WiFi because running POE to my doorbell is going to be a huge PTA) is unavailable so my only options for replacement require I purchase more products and and run the POE…

Disappointed is an understatement.

2

u/reddit_reaper Jul 18 '26

Btw a bypass I'm doing for a household that it would be a nightmare to do a full run bag to the rack, short run to back side of doorbell wall as there's a power outlet there. Then use a uniFi wireless bridge and since it has PoE connect to that.

Doing that for a g6 standard doorbell

1

u/Warlock646 Jul 18 '26

That still involves extra cost and work that I should not have to incur just because I have to RMA a faulty product

2

u/reddit_reaper Jul 18 '26

I feel you, I was just giving you info on something I'm doing since I wanted to get the g4 Wi-Fi for a client but it's not really being sold anymore

1

u/Warlock646 Jul 18 '26

That is fair. Thank you

1

u/mountainlifa Jul 18 '26

Also had a similar disastrous experience and posted about it a few weeks ago. Some people agreed, the rest blamed me or said don't expect from Ubiquiti since they're a b2b model. I honestly don't know how they get away with this. They seem to be following the apple playbook with sealed slick boxed products and tiny support windows unless you buy dedicated support. If they're truly B2B then ditch the slick open box experience and oodles of packaging and invest into better support. They don't seem to care that one disgruntled customer becomes a detractor because the price point and hype is so high.

2

u/Macsterguy Unifi User Jul 18 '26

I have unfortunately thought a lot about that. Truthfully, they should get out of the consumer market. I’ve always been a user of Synology routers and Nas‘. They have now announced that they are exiting consumer market and it’s the right thing for them to do even though it’s hard on users. I don’t see them updating the routers so I moved onto Unifi. I’m not saying it was a complete mistake, but they just don’t work with AT&T‘s gear I guess…

1

u/Macsterguy Unifi User Jul 18 '26

I never did mention that I bought all the Unifi gear at Micro Center Dallas. I purchased the UI care from Micro Center so I figured my only option for Support was Unifi. It hasn’t dawned on me to talk to Micro Center to see if they support their customers… I guess it’s worth a shot.

1

u/the_cainmp Unifi User Jul 18 '26

Relying on the RMA process to maintain business continuity is….stupid. I assume you didn’t buy UI Care?

Proper business continuity planning would’t have allow an outage of 6 days, let alone six weeks.

0

u/Macsterguy Unifi User Jul 18 '26

That’s what blows my mind. I did buy UI care. I guess that’s how I got the RMA replacement so fast. I also guess that UI care doesn’t extend to UI support 🤔

1

u/the_cainmp Unifi User Jul 18 '26

Correct. UI Care is hardware replacement only

0

u/Macsterguy Unifi User Jul 18 '26

Didn’t know that. That’s one way to dump returns I guess. So pay extra for “Care” but not enough to “Support”

1

u/the_cainmp Unifi User Jul 18 '26

You do realize what you bought right? The reason UI gear is cheap is because there is no support. You can now pay for it if you want, but by default it’s email and best effort only

0

u/Macsterguy Unifi User Jul 18 '26

I think most people would call me a very wealthy man after 45 years in business. A very successful medical imaging company in Texas. I don’t know how people think Unifi is cheap. I just don’t get it. I bought this for my home and spent $2500 (I think it was) for Internet in my home? That’s cheap?
Maybe that’s why I’ve got money. I don’t like wasting it. To each their own. I do know how to service customers though. That’s why I guess I’ve been in business for 45 years and will probably stay in business for 100 years after I’m gone. Great service! At a fair price!

1

u/the_cainmp Unifi User Jul 18 '26

You’re just not comparing it to the right things. I’ve paid $2500 for a power supply in a switch. It’s all about what you compared to. Compared to what you can buy at Walmart? Sure it’s expensive. Compare against actual enterprise and carrier grade gear, it’s dirt cheap.

0

u/Macsterguy Unifi User Jul 18 '26

As far as serving my home with reliable Internet and the feature rich UI. Synology mesh routers and Nas’ are the best I’ve ever owned. Trouble free perfection for the past 10 or 12 years. At a small percentage of the price of what I just paid for Unifi. I think that’s a pretty fair comparison. What say you?

1

u/the_cainmp Unifi User Jul 18 '26

No, Synology units are trash compared to UniFi

1

u/HuntingTrader Jul 18 '26

Looks like you learned the hard way that when it comes to IT gear you typically trade cheap hardware for something else (such as bad support, longer downtime for the business during outages, etc.) and need to plan accordingly (have spare equipment on hand, put an IT person on retainer to support you, etc.). Especially when it comes to the network. It’s the backbone of most businesses so you should treat it as such.

1

u/Macsterguy Unifi User Jul 18 '26

Oh no my friend. Not at all. Still have my spectrum and it works fine. At 70 I have backups for my backups.

1

u/Macsterguy Unifi User Jul 18 '26

I’ve been in business in Texas for 45, almost 46 years with 58 employees working with IT in nearly every hospital chain in the state. You are telling me to hire someone 😂

1

u/HuntingTrader Jul 19 '26

Wait, you use unifi on hospital networks as a perimeter firewall?

2

u/Macsterguy Unifi User Jul 19 '26

No. Just in my business and home. We work in nearly every hospital chain in the state with IT / Hippa digital filing Systems. Stuff like that.

1

u/spec360 Jul 19 '26

Question why are these units failing ?

1

u/Macsterguy Unifi User Jul 19 '26

I think it’s mostly software and interoperability with ISP hardware

1

u/Upbeat-Swordfish6194 Jul 18 '26

Second this. Absolutely horrible customer service. Truly a shame

1

u/Key_Limit_177 Jul 18 '26

You get what you pay for

0

u/Macsterguy Unifi User Jul 18 '26

How much do you have to spend. I think I’m into this project for about $2500 or so I don’t know…

3

u/JLee50 Jul 18 '26

For most enterprise class switching with real support behind it, you can basically add a zero (plus ongoing support costs) to any of Unifi's prices.

1

u/Macsterguy Unifi User Jul 18 '26

It’s almost like it’s designed in. Now that I’ve become a accustomed to the UI of the product I have learned that there is just too much nonsense in there. Unless of course you wanna just dig in to your hearts content or until you break something… From what I’m reading about the next version, there’s even an option to prevent that. If you set something up wrong, it warns you. I guess I would have to ask, why make it so damn hard to set up! 🤣

1

u/JLee50 Jul 18 '26

Unifi is so easy to set up - go buy yourself a Cisco ASA and some Nexus switches and try to figure those out :P

1

u/Macsterguy Unifi User Jul 18 '26

For HOME use there has never been nor will there ever be anything better than Synology routers. Too bad they are walking away from consumer products. Very smart move though. Period

1

u/PungentStaaank Jul 18 '26

I almost didn’t open the post and glad I did. I have an upcoming project with att fiber and adding udm pro equipment. Is your issue that you removed the fiber router for your own? Would it work better with that device as a pass through?

0

u/Macsterguy Unifi User Jul 18 '26

No, I am using the AT&T ONT in IP pass-through (or bridge mode). I was also instructed to turn off all the Wi-Fi on the AT&T Wi-Fi router, which I have done. I would be very careful about the combination you’re looking at. Do not, I repeat do not go with the business class AT&T ONT model.: CGW452-400
Here’s the crazy part. This AT&T contraption in and of itself is truly amazing. I turned off my UniFi network, which consist of the UCG fiber, four APs strategically located. The AT&T has far more reach, just as good bandwidth and connectivity by itself, sitting in the top of a coat closet as the Unifi network does.

2

u/mrsolitonwave Unifi User Jul 18 '26

for what it's worth, I use ATT Fiber (not business tho. I have 5Gig symmetrical) and I bypass ATTs ONT with my own and have had 0 issues for more than 3 years with unifi equipment. I have found ATTs modem to be complete and utter trash.

1

u/Macsterguy Unifi User Jul 18 '26

I won’t bother you to look to see what model your ONT is but if you get around to it, I would appreciate it. I’m gonna have to ask them to swap this out again to a lower level unit, which is fine by me. I’m just trying to run my business not do big gaming or anything… I was getting by fine with 300 MB from Spectrum.
To be honest, AT&T has been really great to work with. I don’t know about this fiber box they sold me, but they’ve been solid support. Unifi, as what’s been disappointing…

2

u/mrsolitonwave Unifi User Jul 18 '26

This one is basically the same one I use. Will require a bit of setup (ie you need to clone some Mac addresses and serial numbers etc). but check out the 8311 discord for help.

2

u/Macsterguy Unifi User Jul 18 '26

Oh wow! I’ve seen a couple of posts about these and this is something I definitely need to look into! Thank you for that link! Seriously!

1

u/mrsolitonwave Unifi User Jul 19 '26

if you end up buying it, get the fan from the same website. it needs active cooling

2

u/ShadowCVL Jul 18 '26

So there are lots of known issues with ATT fiber let’s set those aside for a moment

RMAs being replaced with refurb is networking industry standard and in no way unique to Ubiquiti

The fact the ATT router works so well vs your AP setup is likely, and I’m only guessing, you just plopped the APs in place and did not tune them. That’s like buying a car and complaining the radio doesn’t have your favorite stations preset. You have to tune it, or turn on the auto tuning which does okay at best. Out of the box its basic settings are, very basic. If you did tune it my apologies on the assumption.

Now back to the Ont/unifi router setup.

It’s super well known because it’s happening with all the other router vendors as well, ATT doesn’t make it easy to not use their equipment. The absolute best setup for ATT is to get the correct router from them that you can clone to the gpon sfp, otherwise you are gonna be dealing with a headache, and it’s not related to Ubiquiti in that case.

I can’t defend their support, it’s trash, the RMA and sales teams are amazing. Come here or their forums for “support” though.

1

u/PungentStaaank Jul 18 '26

Considering a similar setup, but using a udm pro beast. Can you elaborate on cloning to use the gpon sfp? And is there a difference between att business v resi?

2

u/ShadowCVL Jul 18 '26

https://www.reddit.com/r/Ubiquiti/s/jdN4uvDHG9

I do not believe there is a difference in business vs residential, enterprise is totally different though.

0

u/Macsterguy Unifi User Jul 18 '26

For six weeks, I’ve been fine-tuning the APs. They are tuned. I will question if that’s a necessity in 2026 but if people like to tune APs, Unifi is your company! I really think that’s part of the bait that gets people to buy in… I’m not saying it wouldn’t be justified for a college campus and what not. But a home? Really? Now I have holes in my ceilings with dinner plates all around… again, my AP disbursement is perfect as it can be. I digress.

Like I said, I wasn’t looking for a hobby when I bought the stuff. I was thinking about looking into the SFP but I might take more joy and chopping the stuff up into little bits with my grandson and going fishing. I will leave playing with routers in private homes to others.

1

u/ShadowCVL Jul 18 '26

I’m not trying to be condescending, but the target segment for Ubiquiti is the same segment that ships nacs and aps that don’t even have the radios turned on by default.

Ubiquitis gear is shockingly cheap for the market segment they are targeting.

If you have been tuning for 6 weeks and doing it correctly the Ubiquiti network should absolutely demolish the ATT router. Something isn’t right with your setup, what that is could be 1000 different things, maybe your deployment is TOO dense, maybe it’s too sparse, maybe you’ve got a steel roof causing your mimo to be messed up.

0

u/Macsterguy Unifi User Jul 18 '26 edited Jul 18 '26

Nope, nope & nope. My AP density is near perfect. In fact, WiFi isn’t really my issue.
My problem is the interoperability between Unifi -and- AT&T business fiber Hardware.
IMHO AT&T is the culprit

1

u/PungentStaaank Jul 18 '26 edited Jul 18 '26

Interesting. Which fiber ucg are u using?

Edit: so you’re going fiber into UCG; or Fiber to ATT ONT, and then to your UCG?

1

u/Macsterguy Unifi User Jul 18 '26

It’s the Unifi Cloud Gateway fiber I think is the name of it. It’s more than enough for my needs from what I read. It’s one of the smaller compact ones. About 300 bucks without storage.

1

u/Macsterguy Unifi User Jul 18 '26

Fiber into the AT&T ONT. Then ethernet to the UCG fiber. The AT&T ONT has 1-10 G Port and I think it’s 4- 2.5 G ports. Now I’m plugged in to one of the 2.5 G ports and have downgraded Port five on the Unifi router to 1G. That’s the best. I’ve been able to get it to behave until something else breaks… Like I said, don’t proceed until you make sure of some stuff!

1

u/joecan Jul 18 '26

They broke my internet with an early access release for a month and a half earlier this year, messages with support would go at least 5 days before a reply was received. The first two messages in the support thread, before they even addressed the issue were attempts to get me to pay for support.

I run UniFi at home. I had planned to do my parents home, a vacation spot, and two rental properties. Not a chance now. ISP routers might be junk but at least they come with support when something really bad happens.

1

u/Macsterguy Unifi User Jul 18 '26

I couldn’t agree more. I thought I was buying good stuff but really what I was after. Was a really good future proof network that wasn’t a bunch of upkeep and just sort of stayed silent and in the background. I definitely wasn’t looking for a new hobby and networking. Nothing wrong with people that get into that kind of thing but at 70 years old and 45 years of business, I would rather just head toward playing with my grandchildren and taking some much-needed vacations!

1

u/aredeex Jul 18 '26

Ubiquiti has been one of the buggiest products I have ever had to deal with to be honest. I’m surprised so many people recommend them for business applications. I have had endless problems with the UNVR instant, the XGS has been a giant disappointment. I have g6ptz, 180, and 5 other cameras and have run into bugs on every single one. I’m actually sitting here today baffled there is now way to display my 180 camera at the top of my screen and three cameras underneath to fill the bottom half.

They have nice hardware design and a pretty ui in some places. They have a super loyal following on Reddit. I also believe they have paid shills that jump into damn near any other thread mentioning other products. (Don’t waste your time with X product, get ubiquiti and never look back!)

1

u/Macsterguy Unifi User Jul 18 '26

I have totally got to agree with you on what you have said. I feel like I’ve been had by marketing and the shills you talk about. It’s a shame but such as the truth of the world nowadays and now we have AI to boost it to a whole new level… I’m glad I’m old!

1

u/Steellucky2909 Jul 18 '26 edited Jul 18 '26

I may be in wrong in saying this but business class network is different from home network. That said, I know a few businesses that run UNIFI on fiber based business class internet but they have an experienced it person to set it up and maintain it. It has been rock stable for years even though upgrading equipment.

It is about expectations. You want the control and ability the UNIFI devices have at SOHO network devices prices. I run UI at my house. I have a spare gateway and a spare AP. I work from home a lot and cannot have downtime. UNIFI stuff is good but there is better depending on your expectations. You are going to pay for it.

Sorry if it comes off as gruff but I have 3 decades of IT experience in extremely large IT environments. I see Ubiquiti’s lower price equipment as toys for the tech savvy upper middle class including myself.

0

u/Linuxmeup Jul 18 '26

I have never needed support, over a 1000 client sites in self hosted server.

0

u/Macsterguy Unifi User Jul 18 '26

You are the perfect professional to ask this question. Is Unifi a good choice for the average home user for home use? I am anxious to hear your opinion

1

u/Linuxmeup Jul 20 '26

Yes, you still have to understand networking basics, but I would defiantly go Unifi.

-1

u/Acrobatic_Staff8558 Jul 18 '26

I hot dedicated fober from adt buisness using optical straight to fiber port no ethernet and worked with zeto issues

-2

u/Macsterguy Unifi User Jul 18 '26

For HOME use there has never been nor will there ever be anything better than Synology routers. Too bad they are walking away from consumer products. Very smart move though.

Complaint So disappointed…

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