Cannot access 5G Gateway router.

I received my gateway yesterday. I was able to set up my wifi however I could not access my router. When I try to connect through the app, it says it could not connect. It tried to go to the IP address but it says it took to long to load and I cannot get it to display. Finally, I got another IP address from the help chat and I got the Verizon router pager to come up but it would not accept the password on the bottom of the router. We did a reset but it didn't help. The help center was not able to connect to the router either. They said it was defective and had me pick up new one. The new router has the same problem. I have wifi but cannot access the router. Note* I did not save the second IP address given to me by the help center. I have not been able to try that.