Rogers Ignite WiFi Hub > sign-in issues

[Kushana]

When I open the app on Android and push the Get Started button, then app opens a Chrome browser, which then redirects to a Rogers signin page. When I enter my credentials, the login fails. It usually first claims that I'm not on Ignite (I am, actually), and then claims the problem is on Rogers' end.

Signing in using the MyRogers Android app or the myrogers web page works just fine, and both of those agree that I'm an Ignite customer.

*Added Labels*

[RogersAndy]

Hey @Kushana!

This is certainly a strange error to occur! Given the connection to the MyRogers account and that there's no issue for you on that end. Sorry to hear that this has been giving you such difficulty! We'd be happy to help get to the bottom of it for you.

Are you able to complete the following steps for me?

• Clear cache, cookies in your browser.
• Clear your application data/cache (Done through the app settings)
• Log into your MyRogers account
• Open the app and attempt to log in normally.
• Should it fail, provide a screenshot of the error message here.

Thank you so much!

@RogersAndy

[Kushana]

If I do everything you said, I get this:

(Link removed due to privacy)

If I then try to log in again, I get:

(Link removed due to privacy)

In short, exactly what I was getting yesterday.

[RogersTim]

Hey @Kushana,

I suspect we'll need to link your Ignite account for you at this point. Please send us a Private Message to @CommunityHelps.

Please click here for instructions on how to send a PM.

Regards,

RogersTim

[Gdkitty]

I hadnt realized that the app now works with Ignite TV owners.
(I think it didnt work with the ignite TV modem, but did with the others)

I just gave it a try, and it worked for me!  
So hopefully its just that somethings not linked right in  your account and they can correct that.

[AnneSimcoe]

---

@Gdkitty wrote:

I hadnt realized that the app now works with Ignite TV owners.
(I think it didnt work with the ignite TV modem, but did with the others)

I just gave it a try, and it worked for me!  
So hopefully its just that somethings not linked right in  your account and they can correct that.

---

It does not work for me either.  I have Rogers Ignite package … Internet, TV and Phone.

[RogersCorey]

Greetings @AnneSimcoe!

If you wouldn't mind sharing with us the error that you're receiving when you attempt to sign in, I'll be more than happy to provide further assistance.

The error will give me a good starting point. 🙂 Thank you!

Regards,

RogersCorey

[AnneSimcoe]

Thank you.  First the message was "It looks like you don't have Ignite WiFi yet.  Check out our packages here".  Then the next time it said "Sorry, there is a problem on our end.  Thanks for your patience while we fix it.  Please check back later. 

I have tried many times to log in to the WiFi Hub.  I also deleted and re-installed the app but keep getting the same results.

[RogersAndy]

Hey @AnneSimcoe!

Thank you so much! To confirm if a ticket to our network team may be required, have you tested the app on any other device(s) and experienced the same error?

We would definitely recommend reaching out to support as well to confirm if there is anything at account level that might be restricting connectivity. Feel free to send us a PM @CommunityHelps. For more information on our private messaging system you can check out our Blog!

@RogersAndy

[Gdkitty]

have you tried via the web interface as well? Say from a computer.

ignitewifi.rogers.com

[AnneSimcoe]

Yes.  Same thing on the computer when trying to sign in.  This is the message:

"Sorry, there is a problem on our end. Thanks for your patience while we fix it. Please check back later."

[RogersTim]

Hey @Anne,

Thanks for trying the web portal to confirm it wasn't just an app issue. We'll definitely need you to PM us so we can check your account to make sure everything is linked properly.

Please PM us @CommunityHelps. Please click HERE, for instructions on how to send a PM if you're not familiar. 🙂

Regards,

RogersTim

[madunne]

I'm a new Ignite TV/Wifi customer after having it installed on Monday. I downloaded the Ignite Wifi app on my phone but when I try to log in with My Rogers credentials it tells me I'm not an ignite customer yet. Anyone experienced the same and know how to fix this?

[AnneSimcoe]

I have the same problem.  It has still not been resolved after several months.

[Datalink]

Maybe @RogersMoin or one of the other mods can clarify the present state of the wifi app.  There was a wifi app that was produced and which worked with the white Hitron CODA-4582 modem.  That was a beta version and I don't know if it ever proceeded beyond the beta stage.  The one kicker with that app is the that the modem's IP address had to be 192.168.0.1.  If it was anything else, the app wouldn't work.  

Now, the question is, has that app been modified (in theory) to work with the newer Ignite TV modems, which are the Arris and Technicolor XB6 modems.  If no modification has taken place, then in theory that app wouldn't work as the XB6 IP address is set to 10.0.0.1 from what I understand.  

So, maybe one of the mods can clarify the present state of affairs.  

[RogersCorey]

Hello @Datalink!

I can confirm that the WiFi Hub app is compatible with the XB6 modem. It does not work with the CODA, they would have to download the MyWiFi app instead. 

This sounds like it may actually be a MyRogers related issue since the error is telling @madunne that she isn't an Ignite customer yet. The WiFi Hub app will not work if your Ignite TV account isn't properly linked to your MyRogers credentials.

I would recommend that anyone receiving this specific error PM us @CommunityHelps so we can make sure your MyRogers account is properly linked to your Ignite TV account. If you're not familiar with our PMing process, you can find instructions here.

If you're getting a different error, please post it here so we can better assess.

Regards,

RogersCorey

[KD25]

I was wondering if anyone could help me with my ignite wifi hub setup, I just keep receiving a few different errors, between a global error and another

[RogersJo]

Good day @KD25! 

Welcome to the Rogers Community Forums and congrats are in order for your first post with us! 😊 I hope you're staying safe and sound. What kind of error messages are you receiving? The WiFi Hub app will not work if your Ignite TV account hasn't been properly linked to your MyRogers credentials. For steps on how to Troubleshoot issues with the Ignite WiFi Hub app, please Click Here. To Troubleshoot issues with the Ignite WiFi Hub website, instructions can be found here. I hope this helps! 👍 

If the issue still persists, please feel free to reach out to us at @CommunityHelps and we'd be more than happy to have a look into this for you. In the event that you're unfamiliar with our private messaging system, feel free to Click Here. 

RogersJo

[alex230]

I was trying to log into the Ignite Wifi Hub app and web portal, but for some reason it keeps giving error prompt that i don’t have ignite Wifi yet. Everything is fine on the MyRogers end, and it shows my Ignite modem, any possibilities as to why it isn’t signing in??

[Don_Ca]

How long hav you had it? It sounds like some back end system has not updated yet.

[Kentsmith]

Has anyone actually been able to resolve this? Been on the phone with tech support (and several other departments they transfer me back and forth between). No one has a clue.