Xfinity - trouble accessing account

I’ve had the issue where I can’t use the app because I always get the message ‘let’s try that again, we had trouble accessing your account’, so I can’t access any functions in the app other than support chatting. 

I’ve already been passed around chat agents, and was told there was an escalated ticket open to the backend support team but I haven’t heard back from them. 

things I tried: 

-uninstall/reinstall

-add new phone number

-add new email

When I try and manage my user ids on the Xfinity website, I get the message ‘A rendering error occurred: undefined is not an object (evaluating 'e.trim').’ 

This all started about the time I swapped out routers for the newest xfi one.