Netgear router no handshake with main server

System down x6 days. reported x8 times via phone from home, they inquired x2 times whether service is on or off; we reported x10 times service remains down; they promised response initially technician on site at our home within x2 days - up to date after x6 days no show. We went into system and managed to setup wireless internet local server here at home - and are able to connect via LAN cable, but wireless server remains dysfunctional - but, we are able to connect our wireless printers to our computers via the routers wireless function - thus the routers wireless function works = printers and computers connect to the router by means of wireless function & the modem function works because we can access internet via direct LAN connection. Thus we tried to reset Basic router setup - this fails to accept our router handshake attempt to connect to their server to forward our wireless settings. We need a technician on sight to sort the problem out - which is either Telkom site or our site?