Did you try a hard reset yet? That is, with the power on, remove the battery for at least 30 seconds.
It wouldn't hurt to reset the router, too. Shut the power off on the modem and the router, wait a minute, then power up.
Then try again.
Next step if it isn't working, re-send service books.
Then call service provider if you still can't get it, and see if it's a network issue.
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