Router Compatibility? DI-624

Hi,

Have you guys had any issues with your unit(5002-C) connecting to a router? Specifically the D-Link DI-624 AirPlus Xtreme G 2.4Ghz. I have setup a number of these device's for our solar customers without many issues except for this one customer who's problem is unusual. First I want to be clear that your unit which is installed at this customers home is in perfect working order(that statement right there might end my tech support for this issue : ) ). It was tested at our office before going out. I also tried a second gateway at the customers home to be double sure. His network is basic; a cable modem router and laptop. The router is at default settings. The issue is that the router recognizes the gateway, gives it an IP address but it is "mostly" unreachable. Ping tests are spotty, sometimes it responds sometimes not. There seems to be some connection through the web browser but never loading past the gray background or sometimes it times out before the gray background. There is nothing out of the ordinary that I can find about the security settings on his laptop. If it would be easier the customer is computer savvy and is willing to talk directly to tech support and if the only advice you can give is to try another router he is willing to do that.

Thanks,