Home Connect App issue - Wifi tab is missing

[cwsj]

It has been a while that my Home Connect App does not show the Wifi tab, which caused trouble for me to adjust wifi settings. I called Rogers technical support but they have no idea of it. What caused this issue and how can I set up wifi without this tab?

**Labels Updated**

[RochelleP]

Literally dealing with the same problem! I’ve had a ticket open for a couple weeks with no resolution. I’m on the phone with them again. I’ll update my comment if I get anywhere

[Yashpatel]

I have the same problem. It's started few days ago and since then rogers technical support have created 3 tickets so far but no solution.

[cwsj]

same here. The technical support doesn't help at all. They kept saying it's my fault and closed the ticket. This is what they said:

There are no issue found. This is more like a single fault issue with the App and the device. Please TURN OFF/TURN ON the device and try again.

If that fails then uninstall/Reinstall the Home Connect APP also try using a different device and launch the APP again. Closing this Ticket.

[Yashpatel]

I had the same problem but i got the modem replaced with new one and now my problem is solved.

[RochelleP]

Okay it’s fixed, it’s actually fixed!! Update your home connect app to Rogers Xfinity app and everything is back. All the profiles, the wifi tab, everything!

[cwsj]

No,...unfortunately upgrading to Xfinity still didn't resolve this issue for me. I still only have 2 tabs - Overview and Account.

[JackalBear]

I have also upgraded to Xfinity and don't have these buttons.  I can't control my port forwarding which is now affecting my work.  

[RogersJermaine]

Hi @JackalBear & @cwsj,

Thank you for joining the conversation. We do apologize to hear that you are having issues with the app. Which tabs are you able to see located at the bottom?

If you can try uninstalling the app and reinstalling it back as well as rebooting the device and let us know if the issue persists. Please provide us with the make and model of the device you are using along with the current OS, and we will be glad to assist you.

Regards, 
RogersJermaine

[JackalBear]

I have fully turned off and on my device. I have a made sure I'm on the latest firmware for my device. I'm on the Galaxy s22 ultra. I also try it on my wife's phone and on a tablet. All of them are missing the Wi-Fi tab. I've used the app before when it was the my home Connect app but after up dating to Xfinity it does not seem to work. I have uninstalled and reinstalled the app multiple times as well.

[cwsj]

The issue was eventually resolved after Rogers completely removed the device from their end with shutting down the wifi. After re-setting up the gateway, I was able to see the Wifi tab.

[DMN9999]

This is my problem exactly. I placed a review on the app and got an e-mail to come here to the forum for a solution. They are no help whatsoever at Rogers. This problem persists with no answer.

[RogersJermaine]

Hi @JackalBear & @DMN9999,

Thank you for your continued participation in this thread and all the additional information provided. If the issue persists, we will need to escalate this to get this resolved 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

[RogersCorey]

Hello Community!

We've just received word that we're now tracking this as a known issue. Thank you all for bringing it to our attention. We are working on a fix for you. 🙂

If you are impacted by this issue and you haven't reached out to us to have a ticket escalated, 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.  

~RogersCorey

[DieselTran]

Hi.

I have an issue with the Rogers Xfinity App (Shaw). I can't manage devices or any features. It has shown "Upgrade for This Experience." I tried to research it, but it did not help. I use a new iPhone, a new OS, and a new modem. I see many people have the same issue. Does anyone know how to fix it? Thanks.

[virparam01]

So the only stuff that seems to solve this issue is to get the modem replaced.

[DieselTran]

I have replaced the newest modem a few months ago. It only happened after I set up a streaming box. It is so weird.

[virparam01]

So what I feel is this all happened when they shifted to xfinity or something. So they might need to reconfigure the modems again into our account. Thats why it is happening. Try calling support maybe they can reconfigure it for. 

[DieselTran]

Yup. I think so. Thank you so much for your advice.

[JackalBear]

In regards to C203767069:

I received an automated phone call that my issue is resolved but it is not.

My ticket has been open since Nov 26th and there is no actual resolution.  My tabs are still missing.

Also note that the automated phone message tells me I can email support@rci.rogers.com which is an invalid address.

[RogersYasmine]

Hello @JackalBear ,

Thanks for the update! So sorry to learn that your issue is still unresolved, that's no good. 😞

I do see that you've sent us a PM and we've since replied. If you get some time, please continue to engage with us via PM (if help is still needed), and we'll do our best to assist you further.  🙂

Much appreciated!

RogersYasmine