Hi All,
We've been using Square at our retail venue for 3 years without issue.
Until now it's been working well but we no longer have internet connectivity to the terminal, so, we of course cannot process payments.
After running the Connectivity Test the terminal is reporting it has a critical IP address issue.
We use a RUT360 router with a 4G SIM card (rural location, no phone lines), all other devices connected to the router have internet access, it's just the terminal.
I contacted support chat who had me factory reset, internet speed, Wi-Fi signal strength etc but this didn't help.
I informed the support member that I can see that the router has successfully allocated an IP address via DHCP and suggested that the log files from the router may help to debug the issue but was told this was not required.
Not trying to be a know it all, but, I informed them that as a software developer myself, the log files from the router and the terminal may assist and was told that they would not.
I asked if I could access the log files from the terminal to try and understand what the issue is and was told that I cannot do that as it's locked down and that "I should write my own API" if I wanted to access the terminal logs.
I then contacted the phoneline support team and was asked to send a screenshot of the internet speed to them via email.
The response I received was that because my upload speed (24.3MBps) was below the required 25MBps requirement they could not assist.
I (again) asked if the log files would be helpful and that I don't believe the internet speed had anything to do with a router IP allocation issue and request assistance and if they we unable to, then to let me know so I can switch payment platforms to another provider.
That was 24 hours ago with no reply.
I've since switched the SIM from the router to a mobile hotspot that has approx. 1MBps up and 1MBps down and the Square terminal is working as expected.
I have to say that the lack of assistance is frustrating and frankly unacceptable.
That aside, seeing as Square cannot (or have decided will not) assist, is there anything else I can do to troubleshoot?
I'm contacting the router manufacturer separately for their assistance.
I have to say that when Square is working it's great, but, I am hugely disappointed in the their assistance when there is an issue and will be moving platforms shortly if this is not resolved or at lease reasonable assistance provided to assist.
Thanks!
