Devices appearing as paused, HomeConnect app shows them as not being paused

[jernest]

I installed ignite internet in my new apartment about a week ago, and my phone and laptop both have consistently shown that their wifi is paused, and the webpage prompts me to check the HomeConnect app to resume internet access. When I log in to the app, the devices are not shown as being paused, so I'm left without any options to restore internet access. I am the only one with access to both the Rogers account and the wifi network - I live alone and have not shared any passwords. Another note that may or may not be relevant to this issue is that the HomeConnect app shows some devices as being connected to my network that are not mine, and others around me should not be able to connect as I've changed the wifi password multiple times.

I've tried the usual fixes (factory reset on the gateway, restarting devices and gateway, others listed on Rogers support pages, etc.) and have had no luck this far. Any advice or fixes would be very appreciated!

*** Edited Labels *** 

[RogersJermaine]

Hi @jernest,

Welcome to the Rogers Community Forums, and thank you for your first post!

We appreciate the troubleshooting steps that you have completed so far, such as doing a factory reset of the modem. If you are still seeing other wireless networks connected to your network in the HomeConnect app, then we would like to take a closer look into this for you.

Please feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our private messaging system works, please check out our blog.

Regards
RogersJermaine