Originally Posted by jbud2
my sister had one - she said she was using a lot of batteries.
WHAAAAAT??? You mean she's going through battery power on her laptop, right?
My husband is a certified network engineer. He has done this for a living with corporations and businesses. The two things he said when I read the OP's message to him were:
1. she needs to make sure the wires are connected to the router in the right spot. This is usually what people do wrong, especially if you have 2 routers. You have one router that brings the internet into the house, and a second router that transforms the signal into wifi. If the wires are not set up correctly, the communication between the routers will "confuse" the routers, and you may end up only being able to connect intermittently when one router manages to pull the correct IP address. (this is me parsing his response, which was long and complicated)
2. It could be a SSID issue, and you would need help from the router's support center to resolve that.
Basically, I'm echoing others here who are advising you to contact customer support.