Cannot find NETGEAR_EXT wifi with EAX20 model

[RichardFeynman]

After opening the package for our wifi extender from netgear, we were told to use the app and follow those instructions. On the app it says to connect to a wifi network called NETGEAR_EXT, however we cannot find the wifi network: it simply does not appear on our list of networks! We have tried adding the network manually, restarting the router, reinstalling the app, and restarting the phone, all to no avail. If anybody can help, it would be much appreciated.

Model Number:
EAX20

[plemans]

Did you try setting it up using wps first? WPS sets it up in mesh mode which will give it the same ssid as the router. 

If not, maybe it was setup prior. Try factory resetting it by pushing and holding reset for 7-15 seconds while its powered on. 

If that doesn't work, what are the led's on it doing? 

Have you tried hardwiring a pc/laptop into it for setup?