There are few things that must be checked in this kind of issue:
1. we have to be sure that the cable used to connect to the white port of almond, gives internet when it is connected directly to a computer
2. we must also check if there is a green light on the white port of almond when connected to the cable
If all these are OK, then we have 3 other steps to try:
3. We have to turn off almond and the main router and wait for 1 minute and turn on the main router first and then almond
4. almond must be hard reset-ted by pushing and holding the small button above the power cord. Then we have to reconnect it as access point
5. you can also update the software of almond to Al1-r199-L301-w33 by typing the software update icon in the 2nd page of the LCD screen while almond is connected to internet (in mode or range extender mode)
Hope these will help...
Otherwise, you can email support with a phone number to reach you or you can call them too.