No internet access "media disconnected"?

[RAPTOR]

They are not making a connection to their router to get an IP address which is not dependent on the internet provider. I agree with Julius but also think that making a Ethernet link to see if you get an IP address might be helpful. Also you could check the router settings to see if something is not looking right. I assume you restarted the router. You could also not use DHCP to get an address and just set it up with a static address and that should work unless something else is failing.