If you set pihole ip as DNS server in router, then you can just connect to it and it will work. However if you enter ROUTER ip address as DNS in your device (let's say your mobile) it will fail to resolve.
Some routers put themselves as the DNS server and then internally forward to the DNS servers. Clients often disregard the primary vs secondary distinction, using both. If your router is not setting the DNS servers as you would like, or requires you to set more than just the Pi-hole as a DNS server, try disabling DHCP on the router and enabling it on the Pi-hole via the web interface settings.
Pi-hole should be your only DNS server since it sets additional upstream servers for you.
In addition to what @Mcat12 said, if you set Pi-hole and another DNS server in your router, clients may use on or the other so ad blocking may be hit or miss as a result.
Did you wait until their DHCP licenses were renewed, so that they'd check for the setting? Your router probably wasn't sending out the DNS addresses via DHCP that you were expecting.
"If you set this configuration via your router's DHCP options"
The FAQ also mentions a section for how to setup when not using DHCP like you do for laptop and Kodi's:
"Manual Method"
And as @Mcat12 mentioned, when you change DHCP settings, these settings need to propagate to the clients first.
This happens when the DHCP lease expires on the client (Pi-Hole's DHCP default is 24 hours);
or release/renew the DHCP lease manually on the client;
or bring down and up, the network interface;
or reboot.