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Connecting to Wifi has nothing to do with our servers, so I'm confused as to why Customer Support would say such a thing to you. Regardless, can you tell me what you are seeing when you try to connect? A couple of thing to take note of - our setup app does not work with Enterprise security wifi or public wifi that requires a login via a browser (like airport of many hotels). Additionally, if you are connecting to a WEP network you will not get error messaging back if you enter the wrong password - it will simply fail to connect you. So be sure to double check your password.
James
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