trying to connect my fingbox but says fingbox not found

Karl you helped me on this one, my hubby removed me from MY account and added his info, I just found out that this took place. well I notified support I had to create a new email send a picture from his account with the fingbox id number and do the  same with my new account, I jumped through hoops. well I have tried everything to connect my fingbox to my router but nothing. I also just purchased a few months earlier my subscription. well I never got a response back so I bought a new one. now I need help connecting