What I meant is the router he has is a cellular modem/router (based in the model number he provided previously)…I am thinking his internet provider is cellular (sim card)…looking at this model online, it only has two ethernet ports...wan/LAN and LAN. If he is using cellular (SIM Card), then the WAN/LAN port in his router needs to be set as LAN, not anything else. I could be wrong as I don't really know what his home network really is, but working with cellular/router devices before, this was always an issue for me. Again just a suggestion, hopefully he can get it resolved soon