There are two things that come to mind. The first is the method of connection. The second is possible interference.
I sometimes have issues with my Neo that are related to the connection type. BT doesn’t play nice with multiple apps on the Neo2.
I’ve also had issues in the past with my Wi-Fi messing things up. 5ghz fixed that one and for some reason it doesn’t happen in my new place.
It’s a bad time to have a trainer die. I sold my Kickr Core in under 10 minutes on the weekend. People are desperate for training gear.
Good luck. Hopefully it’s just a connection issue.