Cannot reset password for primary identity

On my Xfinity account I have a Primary identity and a User identity.  I can log into the User identity OK (I am using it to post here.)  But when I try to log in to the Primary identity:

• it tells me to enter my username because I must reset my password
• when I enter my username it says "Connect to your home WiFi to reset your password You'll need to connect to your home WiFi, then navigate to xfinity.com/password to complete a password reset."
• I am connected to my home WiFi.  And when I go to xfinity.com/password it tells me to enter my username
• when I enter my username it says "Connect to your home WiFi to reset your password You'll need to connect to your home WiFi, then navigate to xfinity.com/password to complete a password reset."
• I am in an infinite loop.

I cannot log in to my primary identity or reset its password.  How do I resolve this?  Thanks.