Segway Xyber Help Needed
Posted by KriosThane@reddit | ebikes | View on Reddit | 11 comments
Hi Hivemind, need assistance with a Segway Xyber I purchased this week.
My issue: Despite updating the Firmware, I have no option in the application to increase the speed limit of my Segway Xyber and go to off-road mode. I am limited to 20 MPH even in race mode. I've tried rebooting both bike and phone, reinstalling app, unplugging battery, resetting the app, I don't know what else to do. I've used both Android and iPhone apps with no success.
Here is a screenshot of my Segway Mobility app. In the Segway Laboratory section there is no option to increase the speed limit.
I contacted Segway, the representative escalated my issue as he couldn't figure it out. However, I am not getting any response from them on the escalation.
Thoughts? Thanks in advance.
KassandraEagleBearer@reddit
I have the same problem too, just got it brand new today
KriosThane@reddit (OP)
Update - I finally got a response from technicalsupport@segway.com
They are working on the issue but are asking me further questions via email. It hasn't been resolved yet. But I suggest reaching out to them via this email. I told them that at least one other person is experiencing it.
KassandraEagleBearer@reddit
I did talk to them as well and they escalated the situation and told me that they would get back to me soon as they look into it. Hope that they roll out a fix, this cannot stay like this 😢
KriosThane@reddit (OP)
Thank you for commenting, now I know I am not alone in this problem. Could you post here if you end up figuring it out? I will do the same. I am going to call them Monday morning to try to get an answer. Its crazy how unresponsive they are and its unacceptable to be capped at 20 mph especially on such an expensive bike.
KassandraEagleBearer@reddit
I agree with you wholeheartedly. My experience was greatly diminished by the speed cap that I can't seemingly do nothing about. 3k for this is outrageous and there must be a fix. I saw a post earlier of someone suggesting unbinding the bike and rebinding it but I don't know if it would work. My segway app is updated to the latest firmware and I have the same screen as you too
KriosThane@reddit (OP)
update - no luck with unbinding bike and battery, deleting account, creating new one and rebinding both. Looks like this is something Segway has to deliberately change on their side.
KriosThane@reddit (OP)
Exactly, I completely agree. That is a great idea. I will try unbinding and rebinding to see what happens. I'll let you know if it ends up working. Thanks again for replying - I imagine more folks are in this situation as well since we are experiencing it. It must be some issue on their side.
It may be that our bikes are registered with the wrong regional profile/SKU profile on the IoT backend. The off-road/35 mph mode flag is not enabled on our accounts. We need someone with backend access to push the correct vehicle profile to our serial numbers maybe. Just a theory.
grilledchzisbestchz@reddit
Look up their dealer network and see if there is a shop nearby. If there isn't, try calling the nearest one and asking to speak with their service guys.
One other thought, are location services activated on both your phone and in the app? Rationale would be that if you deny location to the app it defaults to the most restrictive setting.
KriosThane@reddit (OP)
Thanks again! That is a great idea. Looks like there is one about an hour away so I will call them when they open tomorrow. I think that will probably be the best option.
Great question - so I went in and checked, location services were set to while app is in use. I changed it to all the time but that didn't change the option unfortunately.
I really appreciate the ideas. It helps as Segway doesn't appear to be responding.
grilledchzisbestchz@reddit
I have a Xafari, but this is what my Ninebots Lab screen looks like when I'm not connected to the bike. Move your phone closer to the bike and try again.
Also, I think Segway regulates options based on state or local laws. Check your local laws to see if e-bikes are limited to 20mph.
Final thought, are those features only available if you have the dual battery? Do you have the dual battery option, and if so, is that setup correctly through the app?
KriosThane@reddit (OP)
Thank you so much for the advice. I just went and tried the phone proximity idea but no luck. I am in Maryland where the bike was shipped and our limit is 28 mph. Which I actually don't mind, I just need at least 25 mph for my streets around here. And great question, this 35 mph top speed is supposed to be available even on the one battery setup which I have. The speed does diminish if the battery is low but I've tried it at 100% juice as well. This is such a strange issue and its so difficult to get a helpful response from Segway.