Still having account issues

I have one primary account and two secondary accounts.   After weeks and weeks, after the big Xfinity data breach i was able to reset my password in a normal way (sending a code to my alt email) ... today i was trying to reset the master account for a family member and its back to the "you are not on your home network" message and eventually leads to a "give us the last digits of your SSN (which Xfinity would never have) and phone number"  or "you have to call us up" again ... I TRIED this the other day but those family members were not ready to think of a PW and i could send a code to thier alt emails too ... i was dont that just as a test but now it's back to "you have to call us" again.

I tried wifi and wired connections directly to the Xfinity modem but it still says "you are not on your home network" ... and apparently i am guessing no matter what i type (with or without the city. state zip" part i mean) it is not verifying the home address i type

This is getting stupid and annoying at this point ,.. if i see i can reset their passwords for them at some point with just their alt emails i may just do it and they can change it later ... WE JUST WANT TO GET THE ACCOUNTS (one being the primary account) back