Frequently Asked Question
Why does my phone or laptop disconnect when I walk between UniFi access points?
ACE SUPPORT · UBIQUITI
Roaming problems need measurements from the affected client and locations. Start with signal, AP uplinks and interference, then test client-specific settings one at a time.
Applies to
A managed multi-AP UniFi deployment, including U7-Lite. Standalone AP mode has different roaming capabilities. This article covers movement-related drops; whole-site internet outages and a single offline AP need separate diagnosis.
Before you begin
Do not copy another site's transmit power, minimum RSSI or roaming thresholds. Aggressive settings can disconnect clients before a usable replacement AP is available.
Retain the current configuration and avoid simultaneous firmware, channel, power and security changes, which hide the cause.
Work through these checks
- Reproduce the issue on a short route and note the time, affected application and client model. Check whether the device loses Wi-Fi entirely or stays associated while internet access fails. Compare a second client on the same route.
- In UniFi Network, inspect the affected client's connected AP and signal, rather than relying only on its Experience score. Review coverage and AP/client signal balance. A strong AP transmission does not prove that a small client can send back reliably.
- Use the WiFi troubleshooting views to compare airtime, interference, retries and neighbouring networks at the affected APs. Look for a repeated location or busy period. An occasional successful walk does not rule out congestion.
- Check that both APs have stable uplinks and suitable overlapping coverage. Where practical, use wired AP uplinks instead of adding wireless hops. Move a test client or AP to establish whether placement is the limiting factor before buying more hardware.
- Check the client's current wireless driver or OS and its fast-roaming compatibility. Review the relevant SSID settings against Ubiquiti's current guidance. If only one model fails, trial one setting on a controlled test SSID and compare results, then restore it if there is no improvement.
Confirm the result
Repeat the same route while a call or continuous test runs, checking which AP serves the client before and after the transition. Confirm improvement across several attempts and other normal-use locations.
When to contact us
Provide our Support Specialist with timestamps, client/AP models, Network and firmware versions, signal/airtime observations and whether wired uplinks or a second client changed the result. A site survey may be needed for persistent coverage gaps.
Related ACE guides
Updated 261105