Accessing an Xfinity Account Remotely

I have a user ID on my mom's Xfinity account so i can troubleshoot account/router issues (I have my own account at my home).  However, when i try to log in, I receive an 'oops...something went wrong' error.  Do I have to be on her home network in order to log into her account?  If so, is there a setting that will allow me to log in and manage the account remotely?