Primary Account Holder???

Over a year ago I setup my Xfinity account using a personal email I trust and remember. For the past 8 months I’ve had nothing but problems trying to sign into this account. I’ve been continuously given the “Access not Authorized” error. I have come to learn that somehow my account is under a different ID. When I type that ID in and attempt to change the password, I am redirected to a page with the message “Connect to your home WiFi to reset your password” despite already being connected to that internet. (I have verified that I have no VPN activated) I’m wiling to provide what ever information I can.