Good morning, we are sorry for the inconvenience you have had in pairing the devices. It is possible that you have misunderstood the instructions given by our technical support regarding the configuration of your router. Our devices work with a 2.4Ghz network and we do not guarantee pairing with a 5Ghz network. The routers work with both networks simultaneously, but sometimes both have the same name and we ask you to differentiate the networks to make sure you are connected to the correct one. However, if you would like a specialist to review all the details of your case, you can contact us at gestion.qos@rointe.com
As far as the length of the serial numbers is concerned, the regulations state that this has to be the case, so there is nothing we can do about it.