Full story with the Sense Hub:
App version: 2.28.0 (b99) and previous version
Hub Firmware version: 4.32.7.177 and previous versions
Log file ID #435832
Route This Code: T6VSRC3T
I pre-ordered the sense hub and received it some time around June of 2021. For the first few months everything was fine other than a couple of times that the hub disconnected but I would unplug the ethernet cable and plug it back in and the hub would reconnect. Then the update for WiFi came out and I updated the firmware and set up a wireless connection as a backup in case the ethernet stopped working. Over the next few weeks/months the hub started disconnecting more often and became increasingly difficult to get reconnected with having to delete the device and redo the setup sometimes to get it connected again. I opened a support ticket and was told that the network issues were known and a firmware update to address the issue would be released in the future.
While I wasn’t satisfied with the response, I waited until the firmware was released and upgraded my hub. This didn’t resolve my issues and actually made them worse. I couldn’t get the hub to stay connected for 24hrs anymore and eventually it became a brick where I wasn’t even able to delete the device and redo setup in the app. So, I opened another support ticket referencing my issues from before and was sent a replacement hub.
The replacement hub was running an older firmware so I updated it first thing and then set it up with ethernet only. The new hub stayed connected for about 2 days then lost connection. So, I decided to try it with an ethernet and WiFi connection and new ethernet cable and changed the switch port. This setup lasted about 5 days before disconnect. I unplugged the ethernet cable and set up as WiFi only and it has been connected for the past 3 days now with no issue.
During this time I opened a new support ticket for the replacement hub and asked to be escalated to work with senior level technical support on the issue before requesting a refund. I got the back and forth for a while and sent over a ton of information on the issue including log files, old ticket numbers, and I leveraged the Route This application the requested to provide additional information on my network. My ticket was not escalated as I requested until I called the support line and asked for escalation on the phone which was suggested both here and in the final email from the tech support rep.
I’m now told that my problem on WiFi is that I have both the 2.4 and 5GHz bands on the same SSID and that my problem on ethernet is that I am connected to a switch and not directly plugged in to the router. I don’t understand this from a technical perspective as the 2.4/5 would be invisible to the device and it would only connect to the 2.4 if it didn’t support 5GHz. The issue that was stated with the ethernet setup doesn’t make sense to me either as I am plugged in to a switch that is directly connected to the router and it is managed by the UniFi OS. But, the current way forward is that the “supervisor” that I spoke with said I would need to change the SSID on one of my networks and not combine them and also move the hub to directly connect to the router and then call back if it disconnected again.
There is a reddit thread with another person that has the same issues that I am having and the common denominator is a Ubiquity network setup. I have a UDM Pro, 8 port POE switch, and UniFi APs. I really would like to connect with higher level technical support or even the developers to work out the issue but I don’t know how to get there. Does anyone know how I can escalate my tickets to the dev team to analyze the logs and see if we can come up with a solution to the issues? Anyone have ideas on things to try from my network setup?
Does anyone else have a Ubiquity UniFi setup and have the same issues? Answer is yes see links below, also posted in Wyze discord: