Some ISP plans limit the amount of wireless devices (computers, consoles, mobile devices) that can connect at the same time.
Assuming their modem isn't somehow built to only accept approved routers (or heaven forbid it's one of those modem/router combo boxes), I would think they could just buy their own router instead to get around that. Granted I've never even heard of such a thing, this is news to me
checking the laptop's current wireless adapter to make sure that no "Static" IP or DNS is assigned wouldn't hurt
I'd just like to expand upon this a bit for the OP. Basically when your adapter is set to use a "Static" IP that means you assign a specific address for that particular computer on your network, and when it's set to a "Dynamic" IP, that means the computer gets a new address each time it connects to the router. Here's a visual aid showing which option is which;
It's important when you have more than one computer connecting to a single router that they're all either set to Static or Dynamic, not a mix of the two. Basically the dynamic ones can end up trying to take one of the static computers addresses and cause connection issues, and vice versa. In any case if you aren't able to get it figured out with what you have and decide to get a new router, I would highly recommend one of these.
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