Pods not recognized on HomeConnect app

[gailc]

After receiving a new modem, my pod stopped being recognized on the app. Any attempt to reconnect does not work "let's try that again". Tried with other phones plus on the phone of the second tech who arrived. Received gen 2 app. Same issue. 3rd tech coming tomorrow to replace modem (2nd tech said this won't fix issue).
Please help! Communication between onsite techs and app dev might help!

***EDITED LABELS***

[RogersMaude]

Good day @gailc,

Thank you for sharing your situation with us. I apologize you encountered issues with the HomeConnect app. 

Were you able to pair the pods to your gateway since you last posted?

Please let us know if you still require our assistance! 

Kindly share with us the problems you're still facing, as well as troubleshooting steps you've gone through so far, so we can help you.

Cheers!

RogersMaude

[gailc]

Hi Maud. No, they (tech) was unable to pair the pod. They gave me a new modem. The network is up and running but now after logging into the app we get an error, so we can't even set up the pod. Ticket# C192267603. Troubleshooting tried-- reinstal app, install app on other phones, restart phones, modem etc. Empty cache.... . Thanks

[gailc]

Any updates Maude. The situation remains the same. I successfully log into the app, it appears to be running "checking a few things, just a moment" then the message "sorry, we're having some trouble". Please contact us at 1-833-791 HELP......

[RogersMoin]

Hello, @gailc.

Thank you for your continued patience while we work towards a resolution. The HomeConnect app may not be seeing your new modem, hence erroring out. Can you log in to your MyRogers app and see your services?

I hope you have access to a desktop browser like Chrome. Sign in to MyRogers online at rogers.com/myrogers and Unlink/Link your account. From the Settings/Linked Accounts menu, document your account number and Unlink the account. Link your account back. Please wait about half an hour after linking your account. Now, sign in to the HomeConnect app.

If successful, plug the new Pod into the modem via an Ethernet cable and pair it. Most likely, it gets paired. Now, you can remove the Ethernet cable and move it to the desired location.

Please keep us posted.

Cheers,
RogersMoin