OK, is this a wired or wirless device? If it is wireless, is it your wifi gateway, or the ISP? If it is the ISP, contact them as you are already paying for tech support. If it is yours, then you need to log into the router, and try some ping tests to see if the wifi device is accessing the ISP network. Can you plug the device into the ISP router, and browse? If so, then your wifi is mangled, and you need to contact whoever set it up for you!