Hi @decare! We appreciate you for using the Xfinity Forum to share your feedback. This isn't the type of experience we want for our customers. Our team would like to chat, gather a few pieces of information and ask more questions to see how we can help. Unfortunately, if you aren't an authorized manager on your daughter's account, we will be limited to how we can help. If she prefers that you chat with us on her behalf, can you please ask her to review this document to have you added to the account before we can proceed?
Once you are added, please send a private message by clicking on my name, "ComcastChe," and then click send a message. Please include your first and last name, the account holder's name, and the numbers associated with her service address, and we can go from there.