I’ve done all the usual… rebooted… cleared cache… switch off my machine and the GF and the router… held down start button till its turned Teal, then reconnected with my mac… done pretty much everything on this page apart from connecting it to my mobile:
That last one… connecting to your mobile hot spot might be needed to verify it’s not your router. I’d get that ruled out before support pops in here so they don’t ask you to do it.
Also the middle section is all about cleaning your machine - it needs to physically see the logo on the top of the head in order to complete. Did you do that part? (Sorry, “pretty much” means we don’t know what you’ve done outside of what you listed.
My mac though is connected to it… thats what holding the starting button down for 10 seconds and reseting the network connection does… I’m not sure what connecting it to my mobile as a hotspot will prove?
By passes your home wifi. The GF gets to the internet through the cell towers and not you local network. Just a check to rule out intermittent wifi issues.