Welcome to the community!
Does your mobile/smart phone we're able to detect a signal?
You can try to do the following basic troubleshooting:
Let me know how it will go. In case it does not work I will have to arrange a call from one of our Mobile Technicians.
Feel free to message me your Mobile number associated with the account best contact number and preferred time today.
In case you need a reference. How to send a private message.