EX6150 Extender not recognized

I purchased a Netgear 6150 extender and I've been trying to connect it to the router.  I have tried using the WPS approach multiple times, I have tried using the Netgear installation assistant.  With the latter (Netgear installation assistant), I get through the process and it says that the extender has been successfully connected, but when I go to my computer and look at available WiFi connections, I do not see the extender available with the EXT extension.  All the lights on the extender are green, so it looks like everything is a go, but none of our devices recognize the extender.

I have tried multiple times... restoring factory settings, shutting off the extender, and nothing seems to work.  I eventually tried a chat online with who I thought was Netgear, but while I was on the phone with him and he began to tell me that we had too many "foreign" connections to our router that was creating too many "users" and that I needed to purchase some network security, I got nervous that this was a scam and ended the phone call.  (Subsequently, I have read online that this is indeed a scam)

Does anyone have any idea why my computer (or any device) cannot recognize the extender?  I have purchased and set up multiple extenders in the past, and I have never run into this problem.  Usually the WPS approach works best, but I have tried that 20 times, and have now tried the Netgear installation assistant about 3 times, and nothing works.

I'd appreciate the help...

Thanks,

Scott