"You no longer have Xfinity service" despite no cancelation request and always paying bill.

Recently, my roommate got an Xfinity modem for our shared apartment. I've had my own for a long time but since yesterday night, my services have been discontented despite me paying my bill on time for my entirety of having Xfinity internet.

I got two emails prior stating "We received your cancelation request". It freaked me out a bit because I didn't want to be in the position I am in now with everything shut down and turned off. But when I asked about it, I was told there was no request on my account and to ignore the email. Now only a short time later my services have been completely disconnected. I'm sure you could understand me being a little confused and frustrated.

As for the Xfinity app as well, every time I open the app, it tells me I need to make a payment to then sign up again. I made my payment pre-paid this month because of that thinking it would solve it, but it didn't. And I don't want to be paying my bill each month for services I don't have.

I'm wondering if there's a solution to fixing this and if my roommate implementing her own wifi modem at the same address is possibly what caused this issue. We share the same address and our bedrooms are practically right next to each other. I don't want to disconnect her services in order to get my own back, but I'm not sure what to do, thank you.