Missing apartment wifi on account

I have a new wifi account i’m paying for and it won’t show up on my account, it only shows me as being a member on my family’s old wifi. I used the same account to make the new one and called it got it set up a month ago before i moved in. I tried to link accounts to see if that was the problem and then the address of my apartment isn’t even “valid” it says. I’m not sure what to do. The box is already installed in my apartment with a username and password, but when i connect to the wifi, it says no internet connection.