Can’t sign in to home connect app

[Jake44]

Been trying to sign in to home connect app for days. Called tech support many times. Every time I type in my Roger’s credentials on home connect app it just loops back to the sign in screen as if I had never tried logging in at all. No error message given. I’ve tried all the basics, reinstalling the app, updating my phone, still nothing. Multiple tech support chats and calls, still can’t sign in. Having read many reviews about the app this seems like a pretty common issue. I can’t understand why the company wouldn’t address this issue given the amount of people experiencing this. I’m not impressed

***Added Labels***

[RogersMoin]

Hello, @Jake44.

Welcome to our Community, and thank you for your post.

Not being able to sign in to the app can be inconvenient. Thank you for reinstalling the app and trying other troubleshooting steps. If the initial setup was not through the app, it may not recognize the service is already configured.

Can you sign in to the MyRogers app? If yes, please close all the apps running in the background, sign in to the MyRogers app, and launch the Ignite HomeConnect app from the Equipment tab as shown below:

Please keep us posted on the outcome. 

Cheers,

RogersMoin

PS: If you are a Rogers Together with Shaw user, you must use the Ignite HomeConnect (Shaw) app. 

[Jake44]

Yes, i have tried that as well. No luck. Rogers has linked my account multiple times as well. Ive called in to tech support for troubleshooting multiple times, still no luck.

Have had an open ticket with rogers tech support for 3 weeks to resolve the issue, still cant sign in. Have had the ticket escalated twice, still cant sign in. This is pretty brutal. I expect better

[rahulpatel1391]

Ya I have the same problem. Even restarted the device. Reinstalled the app several times. No fix.

[RogersMoin]

Hello, @Jake44 & @rahulpatel1391.

I appreciate your continued patience; we can follow up on the escalation. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

Regards,

RogersMoin

[Jake44]

My issues was escalated to Roger’s level 2 tech support after my casefile was closed for the third time unresolved. The level 2 tech support team informed me the issue was on rogers end and it should be fixed in a day or two. It’s now been more than a week and the issue remains. Still can’t sign in to home connect.
As this seems to be a pervasive issue with the home connect app, perhaps there should be an alternative method available to configure one’s wifi. Feeling extremely frustrated and dissatisfied with my experience thus far.

[singh1322004]

In the PS at the bottom its written you have to use Ignite HomeConnect (Shaw) app. No such app exists. Can you be more specific as I am a rogers and Shaw user.

[RogersMoin]

Hello, @singh1322004.

I appreciate your query. Thank you for joining our Community. 

Which device do you intend to install the Ignite HomeConnect (Shaw) app? No worries, let me list both the apps on the App Store and Play Store:

• iOS: Ignite HomeConnect (Shaw) on the App Store (apple.com)
• Android; Ignite HomeConnect (Shaw) - Apps on Google Play

Please ensure your Ignite Internet service is listed on your My Shaw app and that you use the same ShawID/password to log into the HomeConnect app. For further assistance, please connect with us.

Cheers,

RogersMoin

[anastvt]

As many others here, I have issues logging in to Home Connect app - it's stuck in a resetting loop when I log in.
What I tried (it didn't help):
1) reinstalling app
2) rebooting phone
3) clearing data/cache for the app
A technician will be installing the modem today and I wanted to have this app ready as per instructions.
It's ridiculous so many people have this exact issue and Rogers did nothing to fix the app and not shared instructions how to resolve the issue.

Edit: MyRogers app logs in without issues (only Home Connect has this problem), and my device is Android 

[Jake44]

Issue still isnt resolved. Still cant use home connect. Sign in attempts still continue to loop back to the home screen. At this point ive given up on it. 5+ tickets were raised. All were closed without the issue being resolved. It doesn't seem like rogers is capable of fixing the issue. i wont waste more time on hold with customer service for an issue they cant or wont fix

[RogersCorey]

Good morning @Jake44!

I'd like to look into the history of these 5 tickets that have been already escalated and see what I can do to offer you some additional support towards finding a resolution.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[SharOn88]

EDIT:  for users who are Rogers Partnered with Shaw:

Do not download the ROGERS HomeConnect App.  Instead search for the App Store for "Blue Curve TV" (this is the former Shaw App), and the store should give you a download for the HomeConnect (Shaw). Then sign in using your Shaw sign in credentials.

How do I access the App if I am a customer from "Rogers Partnered with Shaw"? I recently renewed my previous Shaw contract which is now Rogers Partnered with Shaw.  Because I am a pre-existing Rogers Wireless customer, I went to MyRogers, signed in, went to linked accounts but I cannot add a 'Shaw' Acct # as it will only accept a 9 or 12 digit # and Shaw's account #'s are 11 digits (and yes, I even tried to add a zero to the front of the numbers).  Does this mean I cannot access the app at all? I am trying to change my wifi name, and online/paper instructions only indicate to sign into the HomeConnect App.

[kdeokie1988]

Having the same issue as Jake44 ...I've also tried with no luck

- Uninstaling and installing the app

- Opening the browser and signing in to your MyRogers account. Once signed in, open the app to see if I can access the app.

- Clearing cache

- Ensured my phone is up to date (Pixel 7)

[RogersMoin]

Hello, @kdeokie1988.

We appreciate you joining this conversation and sharing your concerns about your HomeConnect app login. Thank you for listing the steps you tried and connecting with us in PMs. We will work with you toward a solution.

Cheers,
RogersMoin

[Cameron_poe]

This is disconcerting. I am a new customer trying to activate the service, experiencing this same issue, and I see this discussion unresolved since February. And, when I google the issue, many other reports of this app not working.

How is this mandatory app so bad, and why haven't Rogers done anything about it?

[RogersCorey]

Good morning @Cameron_poe!

Do you currently have your services already installed or are you trying to sign in before your equipment arrives?

Regards,

RogersCorey

[beverlyvillabla]

I am also having this issue. Looked at multiple threads on the internet and found no solution that works. Took a look at the app reviews on both Play Store and App Store and found people having the same issue. If multiple people are having this issue why isn't it fixed? It doesn't seem to be a device issue as suggested from others as it doesn't work on either my Samsung and iPhone.

[RogersMoin]

Hello, @beverlyvillabla.

It isn't pleasant that you can't sign in to the app. I appreciate the PM; we look forward to resolving the app access issue. Thank you for joining our Community.

Cheers,
RogersMoin