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Hello, and sorry you're having problems.
The problem you're having is often due to the software in the Kindle locking up and it needing to be rebooted. To do this, simply press and hold the power button on the Kindle for 40 FULL seconds, then release and wait a full minute for it to reboot (do no press anything else within that minute). If this does not cure the issue, try that reset up to THREE TIMES and wait the full minute to see if it reboots.
If you're still running into problems, then try plugging the Kindle into the charger for 15 minutes, then eject it and try the reboot a couple of more times.
Okay, have you tried rebooting your router yet?
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Usually, a factory reset will fix the issue.
Did you perform the factory reset?
The factory reset will fix your issue although it is up to the customer if they want to perform the steps.
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Via the phone conversation, please follow the steps to do the factory reset and check:
Please let me know if there is still any issue; we guarantee our service, so don't worry. Thank you.
Please follow my steps for a factory reset (Same as the last expert posted)