internet nicht verbunden

Once again, my fritzbox 7490 is not working. On fritz.box it says “internet nicht verbunden”, even though the lights are ok (wlan and internet lights are green).
Last time i made a friend call the customer service in german and the only thing they did was reset something from there and everything was ok. It took literally 3 minutes. But they don’t understand me in english, i just need them to reset the damn thing from there!!!!!! Can someone help me please???