Ignite Home Connect App

[Brimwood]

Hi
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?

***Edited Labels***

[-G-]

@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.

[Brimwood]

Hi Jermaine
I'm using Android V9.0.
Yes I'm able to sign into MyRogers account on my phone or on my laptop but I'm not able to sign in the ignite home connect App. When I run the app, the sign in page is opened first and after I hit the sign in bottom then the page turns to a plain grey page and is stuck there. It's all I get.

[RogersCorey]

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?

Regards,

RogersCorey

[Brimwood]

Hi there,
Yes I have contacted Rogers and ticket number C188755426 is open.
No I did not buy a modem. The rogers device is a brand new one installed by Rogers technician. It's working fine, all my devices are connected but as I said the home connect app is the only issue.

[RogersCorey]

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?

Regards,

RogersCorey

[Brimwood]

I'm with fido and my devise is an unlocked phone bought from a third party. Does it make any difference?

[-G-]

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@Brimwood wrote:
I'm with fido and my devise is an unlocked phone bought from a third party. Does it make any difference?

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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

[Brimwood]

My phone is an android V9 phone which is higher than the version required by Rogers for running the home connect app. The question is how come a high tech company like Rogers is not able to introduce an app that can work on all devices with no trouble. If you check the feedbacks you will see that I'm not the only person struggling with the issue. Why ordinary clients like me should deal with rogers' app issues and their unprofessional approach to the problem?
I'm glad that Bell has finished installation of fiber cables in our street and I am looking forward will to switching to them soon.
You will lose customers like me as long as your App is bad.

[Brimwood · Accepted solution]

During the past couple of weeks I talked to 4 Roger experts but none of them could help me. I found a solution by myself and I'm writing this to Rogers moderator, maybe he could forward it to the app "high tech " department to get the bug fixed.
There is a confliction between android internet and chrome and that is why app is not responding as it should. Android users have to disable chrome letting the app use android internet only, that's all.

[Citywok]

Hi, I am using a Rogers phone yet I'm still having the same issues as brimwood. I think the app is non android compatible. Before you tell me to reinstall the app or restart it, I've done all the basic troubleshooting. The app is glitched. You guys need to fix this. I've had no Internet now after "upgrading" to this so called better internet

[-G-]

@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...

[Brimwood]

Hi Citywok,

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. 

[Handarohit]

(Post merged by moderator)

I am having issues with Home Connect App. On click either no action happens or it shows error. I am struggling for last 1 year. Never seen such a useless App.

[RogersJermaine]

Hi @Handarohit,

Thank you for joining the conversation here and we do apologize to hear that you are having issues with the app. Have you tried the suggested solution in this thread to see if that does help. If you can let us know some more details regarding the issue that you are having with the app, and we will be glad to assist you further. 

Regards,

RogersJermaine

[Oceana1978]

It didnt go away

[Oceana1978]

Mine is the same problem

[heruksakya]

Hey, I am having the issue where the app keeps looping back to the login screen after entering username and password. You mentioned "There is a confliction between android internet and chrome and that is why app is not responding as it should." I am not clear about this. Can you please explain it step by step? Calling Rogers just to change my wifi username and password is embarassing!

[RogersMoin]

Hello, @heruksakya.

We appreciate you joining our Community and sharing your HomeConnect app login concern. The login loop could happen for various reasons. We need more details about your device and the app version to assist better. Please send @CommunityHelps a private message so we can help. We detailed more info about our private messaging in this blog. 

Cheers,

RogersMoin

[Brimwood]

Hi heruksakya,
With all due respect to Roger's tech guys but they do not have enough knowledge to solve such a simple issue.
Anyways, you just need to uninstall Google Chrome app and then try the Roger's app again.
Good luck