First, make sure you are connecting to the bottom pair of jacks. Next, try to move your roommate's connection to your jack temporarily. If they CAN connect from your jack also, then the problem is not your jack.  If your roommate CANNOT connect from your jack, then you probably have a problem with your jack.

If you are still in need of help, Apogee support is available 24/7:

Call: 844-459-7405
Text: ResNet to 84700
Email: support@myresnet.com
Chat live: www.MyResNe.com