Are you able to get online with a direct connection by plugging directly into your modem? I'd like to see if the issue is the router or the modem. Of course, if it works when plugged directly into the modem and not the router there could be some issues that could cause you to not be able to connect such as your wifi password being wrong, a wrong connection, or issues with the router in general.
If you'd like, you can email us at email@example.com with your account information and we can look at your account. However for quicker response as of now while we are closing the gap on our backlog of emails from our giant email migration, I would recommend calling 855-463-9333 for quicker service and troubleshooting if you're still having problems connecting.