I have xfinity internet. Hotspot says that I am not an xifinity user and that I need to buy a pass.

I got xfinity home internet in June. I recently tried to sign into a public hotspot with my information that I use for my xfinity account to pay the bills and manage my service and whatever. But, then it tells me that I need to buy a pass. I called Xfinity 2 times about this. A technician came out to my house (because customer service said the problem might be my modem. How? I don’t know). I have also gone to a local xfinity office. Why can’t anyone seem to help me? The last time on the phone, they said that my name/user id is on 2 accounts and that the other one has a balance on it. This doesn’t seem to make sense to me even though this “other account” is in another state. I have never lived in the state that they mentioned and they didn’t even make any suggestions about what to do. I mean, when you start the service, don’t they run your SSN to see if you have a previous account? Anyways, I’m pretty annoyed about this.