To start, new unit and same issue of no connection. Interesting in that the interface was ever so slightly different. Called support again w no success. I do not like to quit so kept trying different things even changing the router password-no success.
Then I resolved the issue. What I did was to go into the router and manually add the device by putting in the Mac address in the wireless card access list and voila connection. I called support back to inform them of the solution so that hopefully it will be integrated into their system to assist others. Hopefully this well help someone here as well !