Telkom Wi-Fi

We’ve been having issues with our Wi-Fi and my mom eventually took it in because the Wi-Fi is on her name , she took the router in and they touched it a bit and said it was fixed and also said she must go home and put it close to a window , imagine that being the solution my mom was given , she got home and said they fixed it. It’s like they made it worst because now we can’t even stream a YouTube video.