Ignite Home Connect app asking for upgrade for this experience?

[cph1952]

My Homeconnect app was working fine a week ago. No changes to cell phone nor the app. 

My account is properly linked at rogers.com for Ignite Internet service. Tried to clean app cache and data and even reinstall to no avail. Phone is a S20  with Android 13 version. 

Internet works fine yet cannot see my devices nor see my networks since app keeps giving me the upgrade package message.

***Edited Labels***

[RogersZia]

Good evening @cph1952,

Welcome to the Community!

I appreciate the troubleshooting steps that you've already tried. It looks like we may need to check the entitlement for the Ignite HomeConnect app in your account. 

Please send us a private message @CommunityHelps so we can assist you further.

RogersZia

[Muath29]

Hi,
I have the same issue with my Home Connect App as well. What is the fix for this ?

[RogersJermaine]

Hi @Muath29,

Welcome to the Rogers Community Forums and thank you for joining the conversation. That certainly can be frustrating not having access to the Ignite HomeConnect app.

• Did you already have your Ignite Services setup and are now unable to access the app? 
• Have you made any recent changes to your account?
• Are you getting the same error when signing into the app: “Upgrade for This Experience – To access Ignite Wi-Fi, you’ll need to upgrade your service/equipment.”

If you have not made any recent account changes and you are receiving that specific error, then please refer to @RogersZia post above to reach out to us in PM to look into this further for you.

Regards
RogersJermaine

[Sidhuamanjit]

I have the same problem with the homeconnect app. It was working before and now I cannot login.

The issue was escalated to the escalation team, but they closed the case saying that it’s fixed, when it’s still not fixed.

[RogersJo]

Greetings @Sidhuamanjit, 😊 

We're sorry to hear about the issues you've run into. This is most certainly not the type of experience we want you to be having. Has this issue been resolved since you last posted?

If not, 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, you can find out more here.

Regards, 

RogersJo 

[schreibs]

I too have started having this issue. Is there any fix to it on my end or does Rogers have to check a box on their end?

[MapleLeaf74]

I need your help on this issue related Ignite Home app asking for upgrading. Can anyone help me, please?

[RogersYasmine]

Hello @MapleLeaf74 ,

Thanks for joining the conversation. 🙂

I'm sorry to hear that you've been experiencing this issue when trying to access the app. Is this happening across multiple devices? Would you be able to share what troubleshooting steps you've already tried, if any?

We recommend rebooting your device or reinstalling the app from scratch to see if that helps. It's important that you have the latest app version installed, and you may also want to check for any device updates as well. 

We look forward to your reply!

Thanks,

RogersYasmine

[robertof]

I have exactly the same issue since three weeks ago, already tried in different devices and the result is the same "Upgrade for this experience", the technical service from Rogers is useless, three weeks and they don't even understand the issue or what they are looking for. After changing to the 2.5Gb package the internet is horrible, very low signal, you must be next to the modem to have signal, walking ten steps from the modem you lose the complete signal. I am working now to see if Bell would be a better option.

[MapleLeaf74]

Honestly, I have been struggling to understand why. it isn't going to help me at all. Rogers cost me too much money. I am considering changing internet provider very soon. Rogers is SUCKS!! 

[RogersCorey]

The HomeConnect app has been rebranded to Rogers Xfinity.

Could you please try uninstalling and downloading this new version of the app? 

Should the issue persist, please feel free to send a private message to @CommunityHelps so we can assist you further. We may need to escalate this issue for further investigation if we cannot resolve it via troubleshooting.

For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey

[robertof]

The issue started 4 weeks ago, before the new app release. The new app was installed already 2 weeks ago and the issue persists. No one in Rogers has an idea of what they are looking for. Without the app, I can't do anything with my internet like for example adding pots manage the people or devices connected to my network, etc.

Besides, the internet signal is very bad, I mean bad, a technician came to my house last week and replace the fiber cable entirely, plus replaced the modem as well. I hired the 2.5Gb package and I have only intermittent signal, not even staying next to the modem the signal is constant. I understand I will never see 2.5Gb and anyway no one needs it, but having 40-50 Mb signal is ridiculous. I am paying for a service I don't have. I have been trying to escalate the issue with no success, again, seems like no one in Rogers have a clue of what the problem is or what they are looking for. Besides, it's impossible to communicate and make certain people from certain ethnicity to understand, they simply don't care and make the process even worse.

Attached is a picture of what I see in my app.  

[MapleLeaf74]

I have the exact same problem, as you uploaded the picture. Now I can see why I have to force myself to call Rogers. I think it is unfair. 

[robertof]

The problem calling Rogers is that you will wait 1-2 hours to reach someone, most of the times you will get a person that barely speaks and understand English and really don't follow what the issue is. I have 4 weeks already in never end calls trying to make people understand what the issue is. Sometimes you get a person that is capable to communicate and get the point of the issue, but still no solution. Trying the chat is even worse with the people answering, you can't even communicate with them. It's so frustrating. 

[MapleLeaf74]

they did repeat asking me to uninstall and reinstall. I told them no, it is all DONE. it is BS. I will get a new internet provider very soon. 

[robertof]

I have installed the app in five different phones, the error screen is the same on all of them. Is nothing to do with the app, install or reinstalling, you can install the app in 100s of different devices, once you log with your account you get the same issue on all of them. Rogers has to do something in our account to trigger an activation that links the app, but the people in the phone or in the chat doesn't understand that, it's almost impossible to communicate in English with most of them. Same than you, I will look to change an internet provider.

[RogersMoin]

Hello, Community!

Thank you for your patience and participation in this thread. Not being able to access the app can be inconvenient. We want to investigate the issue and help with the app access. Please send @CommunityHelps a private message so we can get started. We detailed more info about our private messaging in this blog. 

Cheers,

RogersMoin

[robertof]

Sending a private message for what? There is no solution just waste of time.

[robertof]

one more day, one more week, the issue still, Rogers tech people have no clue what they are looking for because every technician in the phone or in the chat don't want to see a picture of the issue, they want everything explained verbally which makes all more difficult because again "THEY DON'T KNOW WHAT ISSUE THEY ARE LOOKING SOLUTION FOR!!!"