Welcome to the community!
I was able to locate your account using your given details. I ran an initial test on your service it shows connected for 55m. I'd like to clarify if your computer won't be able to detect the wireless connection as it clearly shown on the posted screen shot that wireless/Wi-Fi is currently off.
We did an article that will help you retrieve your Wireless password available here Forgotten Your Wi-Fi Password?
Tell me how it will go.
Thanks for letting us know! I believe that's the reason why the test result shows that you're connected to our server.
I would recommend to speak with one of our technical support as we would need to confirm further details with you.
Can you please send us a Private Message with your best contact time and number so that I can arrange this for you?
For your reference, please see How do I private message (PM) in the community.
Thanks for sending your details @kenwei via Private Message!
I've now arrange a call from one of our technicians tomorrow, Monday, 8 October between 8:30am - 9:30am WA.
We would appreciate if you'll be at home during the time of call as our technicians would like carry out simple checks with you to eliminate any possible equipment issue. If this time is not suitable, please let us know and we'll have this rearrange for you.