The Rogers ignite home connect app is not functioning on my phone. I have followed all the recommended steps by deleting cache, data, reinstalling the app and restarting my phone but not a chance.
When I run the app, I get the sign in page but after clicking on sign in bottom, a plain grey page appears and does nothing. I called tech guys and talked to them for half an hour but they had no idea what I should do about it and they just asked me to reinstall the app.
Could anybody help me with it?
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@Brimwood Are you using iOS or Android? Also, are you able to sign into your account with the MyRogers app or is the problem just with HomeConnect? I am an iOS user and I am able to sign in with both MyRogers and HomeConnect on my iPhone.
FYI, a few days ago, in another thread, some users (including myself) reported similar issues (blank page after entering username/password) when trying to log into the Community Forum. That problem seems to have gone away.
Good morning @Brimwood!
Have you contacted us already on the phones to have a ticket escalated for this issue? It sounds like you've done all the basic troubleshooting steps so a ticket is the next step.
I also just want to confirm whether or not you're using an official Rogers device or if you've brought your own unlocked device?
Hello again @Brimwood!
My apologies if I wasn't clear enough.
I wasn't referring to your modem but rather the phone that you're using to access the app. Is it an official Rogers device that you got from us or did you get your phone from a third party?
I'm with fido and my devise is an unlocked phone bought from a third party. Does it make any difference?
If Rogers sold the device, they would have tested it internally, and would also be able to test HomeConnect on that device. We don't know which phone you have, only that it runs Android 9, which is an old OS that also has not received security updates from Google for more than a year.
Rogers says that HomeConnect should work on Android 7.0... but HomeConnect also only got released only a few months ago, and there might be unknown problems with older Android versions or the Android builds shipped by some phone manufacturers.
You also will not be able to sign in with HomeConnect unless you have an Ignite (XB6, XB7 or XB8) Gateway active on your account or if the back-end services are not active. Presumably, tech support would have checked these basic things before creating a ticket.
Also, which browser do you have set as the default on your phone? I don't use Android but on iOS, the signin dialog is different on HomeConnect than it is on MyRogers, and I don't know whether it invokes an external browser on Android.
The only additional thing that I can suggest is going through these troubleshooting steps, one by one: https://www.rogers.com/support/internet/cannot-sign-into-ignite-homeconnect
@Citywok If you just want to get your Internet service up and running, you can configure Wi-Fi and perform a basic configuration of your Ignite Gateway using a computer and a web browser: https://communityforums.rogers.com/t5/Internet/How-to-Set-up-Ignite-Internet-Without-Smartphone/td-p...
No offence to Roger's tech guys but they just keep reading out the step by step procedure to the clients only without neither having enough knowledge nor trying to find out the issue.