My Rogers on iPhone - cannot display information

[jackthecompguy]

Hey guys, noticed the My Rogers app has been updated finally with a better interface and support for the iPhone 6 screen, but when I go to go into it, i get "We cannot display your information right now, please try again later. Please note there is scheduled maintenance between 11pm EST-6am EST" or something of the sorts. When it just reads my cell info off the SIM card (without signing into My Rogers) it works, but when I sign into My Rogers so I can see my Internet and Cable TV stuff along with my Wireless, the above happens.

Any help is appreciated

***Edited Labels***

[RogersMoin]

Hello @jackthecompguy

Thank you for your post, are you able to login to MyRogers on the web?

You may also want to try uninstalling/reinstalling the app. I was not able to replicate the error you were getting. Anybody in the Community received update for MyRogers app on iphone 6 or iphone 6 plus? Please chime in with your

experience, thank you.

RogersMoin

[jackthecompguy]

I can log into My Rogers on the web. It is a business account so shows up on the old interface on the web if that is any help. I was getting this issue before the app update as well. I have tried uninstalling/reinstalling the app to no avail. Thanks anyways 🙂
Cheers

[jimboden]

jackthecompguy:

I have an iPhone 4S and am not having any trouble signing into My Rogers. I'm also getting all my account info. Perhaps, what you're experiencing is a temporary glitch. Sometimes My Rogers does have issues, such as being down for maintenance.

[CptOats]

The new and "improved" version of the app no longer supports business customers. It says so in the app details. This version is getting roasted in the ratings. 1.5 stars!

My question: why release the app if it stops working for some of your customer base? I wish I could go back to the previous version because it at least worked.

[jackthecompguy]

Oh Awesome!!! Thats just freaking brilliant. No warning of this either since my iPhone autoupdates all apps. Thanks for the info anyway. Rogers mods maybe you could pass this up to upper management?

It will probably start working once they convert the rogers.com/bss portal to the new interface like the consumer MyRogers. Funny thing is i'm a regular consumer with a corporate plan from work, but I pay the cell bill and its a personal device, the plan was just negotiated by my employer.

Cheers

[RogersMoin]

Hello @jackthecompguy,

Thank you for your understanding. We routinely pass on all the feedback we see on the forum to the appropriate departments. Yes, I will have your feedback pass it on as well.

Thanks,
RogersMoin

[babeauche]

Hi,

My Rogers app does not work on my iphone 6. It used to work fine up until two weeks ago but now everytime i try to open it gives my the same error message: We can t acces your account for the moment please try again later. Tried to uninstall app and re-install it but same problem....

[RogersAsif]

Welcome to the Community @babeauche

Sorry to hear about the troubles. I see you have completed the troubleshooting step of removing the app and re-installing it.

Are you able to access your details on MyRogers from the website? If not, we will mostly likely have to send off a case to the backend team to get this resolved for you.

Please let us know if you require some assistance.

RogersAsif

[jackthecompguy · Accepted solution]

Hi guys

This issue seems fixed for now. I re-downloaded the My Rogers app tonight onto my iPhone 6, signed in and all was well, I can see my usage again, and do all the other functions the app provides.

To clarify: The issue was business customers or consumers with corporate plans could not use the updated My Rogers interface that came about with the recent redesign of everything. Thus when the app for iPhones and Androids got updated, we lost out on that too. They have fixed this issue and now I can access my account from the app, as well as logging into MyRogers normally from the website on my laptop I see the new interface as well.

Thanks Rogers for finally solving this somehow.

🙂

[christine006]

I have been having the same problem, My Rogers use to work a month ago, but now I get that same error. Cannot display information

I have removed and re installed with wifi and without wifi several times. It was workign for a few monutes and only partially, just showed my phone udage but no blances like tha old version.

Very frustrating 

Hopefully they can fix this ASAP 

I have a business acount as well.

Thanks

[RogersMoin]

Hello @christine006,  Welcome to the Rogers Community Forum!

Thank you for your post, I understand the inconvenience when the app is not performing as it should.

It was a good troubleshooting step to try reinstalling the app. I’m wondering if this is some kind of cache issue.

@jackthecompguy was able to fix the issue by re-downloading the app, perhaps he can share his experience in detail.

Thank you for your patience and understanding!

RogersMoin

[christine006]

Hello

THnaks for the message, but I did reinstall the app at least 3 times now...still not working. I called for tech help and was told to re install using my celluar date anot wifi, which I did and it still does not wsork. I do have a business plan.

Cheers

[RogersHassam]

Hi @christine006,

I use an iPhone myself and have normally resolved app issues by doing a "soft reset". I have rarely had to do this but it's safe and won't delete anything on your phone. 

1. Press and hold the Home button (big circle below the screen) and the Sleep/Wake button (on top of the iPhone) simultaneously.

2. Continue holding both buttons until the iPhone shuts off and begins to restart. This will take anywhere from 10-20 seconds

Try the app using your cellular data (not WiFi) and let us know if it works 🙂 

Thanks, 

RogersHassam 

[jackthecompguy]

My issue was resolved with a subsequent app update and being able to log in to the "new" My Rogers interface on rogers.com (not the rogers.com/bss) ... Try reinstalling the app again as this may fix it this time around. Cheers

[RogersArthur]

Hi @jackthecompguy, thank you for you assistance, great information . 

@christine006 I hope you find this helpful, let us know if you still need our assistance. If so, it maybe an issue related to the MyRogers app's login id. Just as a test, could you please turn off the cellular data, connect to WIFI, make sure data is working on the WIFI. Then log out of the MyRogers app and log in again to test. If you are already logged out, just log in, log out again, power off the device, power on the device then log in and test.
               

Thanks,
RogersArthur

[CptOats]

@RogersArthur @RogersHassam @RogersMoin

There hasn't been an update to the app so I'm not sure how @jackthecompguy got his to work with his business account.  Mine still doesn't connect.  

Just take a look at the rating on the iPhone app store.  1 star average with 383 votes.  That's awful.  The reason:  it does not work for Business Accounts.  I appreciate that you guys are only trying to help by giving suggestions but the app description even says it doesn't work - which lead to my earlier question:  why release an app that doesn't work for half of your customers?

If you go to the App Store and search the app and go read the description, you will see it clearly states:

"Unfortunately, Pay as You Go and non-consumer accounts are not compatible with this app just yet."

Almost two months later, there hasn't been an update and business accounts still can't connect.  Powering off the device won't help.  Re-installing the same version of the app won't help.  What would help is allowing business customers the option of downloading the old version since it WAS compatible with their accounts.  Frustrating.  Sorry @christine006, but it's still not gonna work.

[ycdejong]

The My Roger's app on my iPhone 6 is no longer tracking the data on my sharing plan for my three phones. Uninstalled and reinstalled to no avail. Even if go to My Roger's on the main site on my computer the data is still not tracking. Subsequently I don't know the data being used on all three phones.

[BIR]

MyRogers App bug

How do you report a MyRogers iPhone App bug? 

The account balance only shows four digits (including cents) and strips off the hundreds.

[RogersHassam]

Hi @BIR,

Welcome to the Forums!  

I’d like to help in getting your issue resolved. Addressing the issue you’ve described involves accessing your account. I’m going to send you a private message from @CommunityHelps, when you receive it please check our messages via the envelope icon which appears in the top right hand side of your screen when you are logged into the forums.

Thanks!

RogersHassam

[jimboden]

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@BIR wrote:

MyRogers App bug

How do you report a MyRogers iPhone App bug? 

The account balance only shows four digits (including cents) and strips off the hundreds.

---

@BIR

I have an old iPhone 4S and it shows a 5 digit account balance. Is your app up-to-date? If you don't know for sure, delete the app and download it again from the App Store.