UPDATE: So I called support and they were very helpful! The agent there was very understanding and he even looked up my router's manual to find out if there was a problem there. And there was! My router, the Netgear N600 Model WNDR3800 wasn't allowing the almond to connect. A quick change of the security features through the Netgear Genie (WPA2 to WPA) fixed it right up and now I have internet in every corner of my house. A highly recommended service.