Access not authorized

Hello!

I set up an account and an internet plan for an apartment I will be moving into next month. Upon verifying my account, I don’t seem to be able to actually sign in. On the app, after entering my credentials, I get the following error message: “Acess not authorized,” immediately followed by “

You signed in successfully, but you must be an Xfinity user to enjoy this service.” On the website it’s just an endless loop of entering credentials and not legitimately being signed in. Is this happening because I’m not yet using the plan or did something get messed up with my account? Any help is appreciate, I’d love to be able to log in