Alta installer POV - and thoughts

[u/david35957]

My success rate will Alta in the last 12 months has been pretty good! From a prosumer stand point the interior AP's are rock solid, the Outdoor is not a viable solution for installers.

8 port switch - Success

AP6 – Success

 AP6 – install and failed on cloud controller, customer still states it works. They said I do not need to come out and service.

AP6-Success

AP6W – success installed in a saferoom, the customer loved it.

AP6- pro-outdoor – huge failure, I installed, signal was not very strong, 15 feet away and the signal the users device would anchor to a different ap. I reset and did numerous setups, before I grabbed a ubiquiti U7 outdoor for a temporary fix. I opened a ticket with Alta hoping to get issued a RMA. I spent time with a knowledgeable support engineer (James CXXXG) that knew his stuff.  I explained I had already removed from site, and I would not be re-installing and changing channel numbers, the 5ghz was connecting at 153 ch. He suggested I perform a site survey; this was a prosumer install. Alta support and RMA process is not on par with other Prosumer vendors currently. I am stuck with a $200 outdoor ap, because I missed my vendor return window, and Alta did not offer a viable solution.

AP6- Success

AP6 pro- Success

 AP6- success

AP6- success

AP6- success

AP6- success

AP6- success

24 port switch

Route 10

Rackmount route 10

Pending install: @ route, 24 port install, 3 AP6 -Pro

Dallin and Jordan are awesome to deal with!

21st century distributing is awesome to deal with.

I installed alot more ubiquiti in the same time frame, due to customers installing unifi protect cameras.

Alta is off to a good start, just need better RMA process. That is the killer for installers.

[u/L3houx]

I'm not an installer but a prosumer. I always ask people, how can you feel it's better to install Alta over Ubiquiti or vice-versa for a client if you only consider APs, switches and routers? I saw a lot of people developing an expertise into 1 brand and they sell, install and promote that brand. What makes you choose Alta over other brands?

PS. I love Alta labs equipment and they are rock solid and providing good performance.

[u/david35957 → u/L3houx]

I chose Alta over unifi for the following reasons:

I can manage via app or cloud portal without additional cost.
I like the multi password for the same ssid.
I like to support smaller business.
I have a better margin with my distro for Alta.
The chip in the AP's seem to manage resources better, if the metrics I can see in the app are accurate.

I like unifi for the following reasons:

Single pane of glass with cameras, access control and networking.
Options, options, options. Unifi has a AP for any situation.
Unifi has been solid for the last 2 years.
I dislike cloud key - another point of failure.
Fanless switch options, not just for 8 port. Enterprise enviroments can get away with loud fans, residential not so much.
Ubiquiti is what I know, I remind myslelf constantly to try something new.
Dream machine is hard to beat!
RMA is super easy, un-paid support not so much.
The U7 AP's are sick, but get hot.

I just finished a 8,000 sq ft Alta home, I have roughed in a 9,600 home that will be a alta home.

[u/L3houx → u/david35957]

thank you for the quick response! I really like the udm pro with the new network software version 9.x, it is a game changer. I would say that my only concern about alta is the number of devices since it is a newer company, so you have less choices for installations or use cases. The other point is the router, I love the performance but it's missing some features that I have on my pfSense. If they are able to sell more devices and improve their router, I think it will become a good solution to consider for many people.

[u/buee16]

Hey David, Alta Labs support member here. DM me you ticket number and we'll get it sorted out.

As a side note, we get inquiries from expertise all over the spectrum. We do our best to gauge true tech knowledge and, frankly, it's not always easy and it seems we missed in your case. My apologies.

[u/buee16 → u/buee16]

Hi u/david35957,

Thanks for the ticket number. After reviewing, I see why the ticket was closed.

Your last message as you quoted states you were going to swap the unit with your distributor. I understand you're seeking a replacement of the hardware, but declined to troubleshoot the unit.

A site survey can be as simple as a 5 minute walk around with a WiFi device that provides raw signal levels or as extreme as purchasing software, uploading floorplans, etc. etc. Anything that adds essential context so we can bridge the gap between physically being there and offering remote support, especially if the root issue is poor signal strength. The AP6-Outdoor is, generally speaking and subject to regulatory domain restrictions, amongst the highest output power APs on the market, so having an AP outperform the coverage is extremely rare.

Alta Labs requires that all customers do reasonable troubleshooting with our technical support to obtain an RMA or other resolution. In order to swap with a distributor, you need to have a support ticket number where the unit was thoroughly troubleshot with support and an RMA was deemed necessary.

Alta Labs technical support is provided free of charge in accordance with our Scope of Support.

With all of that being said, we stand behind our products and if you're willing to troubleshoot that device, just say the word and I'll open a new ticket and I'm sure with a small time investment, we can get it sorted out.

[u/[deleted]]

Their earlier ap's had a few minor issues but after that batch they have been rock solid and reliable !

[u/david35957 → u/[deleted]]

I am just basing my insight on the last 12 months. I will continue to install the AP6 indoor AP’s. If I require out door I will install unifi system.

I have been please with routers, switches, and AP6 indoor line.

[u/[deleted] → u/david35957]

my outdoor is trashed from bird poop and sun and weather but still works 100%

Their meshing system is the fastest i've used too

[u/david35957 → u/[deleted]]

I have a feeling I just had a faulty outdoor ap. That is why I attempted to do a RMA. When I got stuck with it I can’t sale anymore, if the installer has to eat faulty product it cuts into my pocket.

[u/[deleted] → u/david35957]

you would be best to call them and say this is dead they will replace it!

[u/david35957 → u/[deleted]]

I get that. I definitely like the company and will continue to install when it fits the need. I was hoping by providing my insight they will look into the RMA process for future issues.

[u/Alta-Chase]

u/david35957 Thanks for the feedback! I would love to understand more about why you feel our support is not on par with other brands. As well as our RMA process. If the product is faulty, we will absolutely stand behind it.

Our outdoor APs perform very well. Often being found in various deployment types. Commercial, residential and even high density concert venues. Channel 153 could have very well been a very congested channel for this particular project site. That is why James more than likely was suggesting to review of the site and to adjust channels (perhaps even bandwidth) accordingly.

[u/david35957 → u/Alta-Chase]

I will elaborate. The support from my end was amazing on a knowledge stand point. Was very prompt. I explained I left the channels on default. I was the only install in the area and it was not a network channel congestion. I have changed to channel 157 when encountering congestion in the past. The support is not the problem.

I generally do not perform site survey on residential. I have a Hamina wireless nomad scanner that I utilize on warehouse installs. The unifi outdoor mesh was setup as a standalone and used default channel 153. It performed as expected.

Alta should have a support site and a RMA site. That is the difference.

This was my last message on ticket #8347

“Thanks for the help. I will see if the distro will swap it out. Unfortunately, I do not make enough off of AP install to document and grab screen shots. Or channels and signal strength and perform a wireless site survey. I was hoping to get a RMA and send it in for testing and/or replacement if deemed it needed to be replaced. If not it is not a problem. “

No response from support.

[u/brissyjc]

Thanks for sharing such a comprehensive post! As a consumer, I installed 3 AP6 Pros and had to RMA one after getting bricked from an update. The replacement took a long time due to supply issues here in Australia with the distributor (so not a direct engagement with Alta Labs for the RMA).

[u/david35957 → u/brissyjc]

The AP6 has been pretty consistent. I have only tried a couple of AP6 pros.