The name of the company (Netthings) seemed familiar with me, turns out I had read an blog article regarding the hardcoded NTP servers that they used in their devices being firewalled off and therefore losing time sync.
Article: https://strugglers.net/~andy/blog/2018/12/24/the-internet-of...
It also appears that they went into liquidation in 2018, so good luck getting any support with that device from them!