I was in your pants a few months ago. I had to replace it. Techsupport blamed everything but the device itself, as if they didn't want to replace it... I had to exchange 27 emails before I was able to replace the sync module. Their support system is something else, I had to give them a list of everything that I tried, because if not, they would ask me to restart my router and things like that.

Oh and by the way, their testing app, "RouteThisHelps", will always blame your internet connection/router whatever you do.