Ignite Home connect app will not login

[Jimmy1313]

The Home Connect app will not log me in. It's just an infinite loop of entering my info and the code that is sent to me. Reinstalling doesn't work, changing the browser that opens to enter the info doesn't work, clearing the cache doesn't work. Very frustrating that I need to even use this app to change certain router settings!!!

Brand new Samsung s23+, android 14 running.

*Labels Added** 

[Waynegc69]

Hi, I just got migrated over to Rogers from Fido Internet, my new modem arrived today (April 4, 2024) and the Home Connect app works for me.  I use an Andriod phone and it works fine.  Make sure you log in to the My Rogers app first then the Home Connect app and wait for the modem light to turn white.

[57]

@Waynegc69  ...Thanks for the tip. That aspect was discussed in the following recent thread from yesterday...

https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Ignite-app-won-t-let-me-login/m-p/525092

[Shaq007]

Its been weeks now and the problem is still there. I am now stuck in an infinte loop. Followed the solution steps, did not work. Deleted and reinstalled, clear cache, unplug and replug the modem, unlink and relink, no there is no shaw user, and the problem still persist. 

[tmwtl3628]

I called customer service and was suggested trying on another phone. It worked!

[nwolk]

I just signed up for Ignite and initially had all these issues ranging from login loops to the app repeatedly configuring the router even though it already had a name and password. The main thing is to ensure the internet account is linked to your TV account login profil. It cannot be separated. Once the accounts are linked the magic will occur within a day. It will recognize the login, associated gear and the app will start working. From what I can see you don't need to get the app configured at set up. It can be done after initial set up going through the IP address of 10.0.0.1.

[dkettles]

I received a new modem today.  All my devices but my printer are now reconnected to the new modem.  However I can't get my printer to connect and it is telling me to check the MAC Address filtering.  Now the next problem is exactly what is being discussed here.  I cannot get into the application to do any config of the modem.  Endless looping.

[RogersYasmine]

Hello @dkettles,

Thanks for chiming into this conversation and sharing with us the issue you've been having. 

By any chance, have you had time to review this thread and try some of the troubleshooting steps provided in the Accepted Solution post, as well as suggestions made by other users? They seemed to have worked for some our community members.

Please let us know what troubleshooting steps you've tried so we may assist further.

Kind regards,

RogersYasmine

[sfortino]

Recently just switch back over to rogers and I am in the dreadful loop of sign in page of the ignite connect home app. I have tried all the steps and still it brings me back to the login page. I have tried deleting and reinstalling the app. Signing out and back into MYRogers and nothing is working. Do I call and have a ticket escalated? I’d really like to have this resolved

[Johnny43]

I almost forgot to come back here when I figured it out. I had to go into my Chrome browser settings, and "allow pop-ups and redirects". Then I closed the Chrome browser. I wiped the data and cash one more time in the ignite app. Then it worked just fine, just remember to turn the default pop-up setting back on after you get it

[57]

@Johnny43 : Thank you for that tip.  I completely forgot that the app may sometimes require you to go to the browser.  Here are my list of tips for browser issues, some of which you have highlighted:

https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Tips-for-Rogers-Websites-amp-Apps/m-p/491...

[Outy754]

Yep infinity loop is right I'm having so much fun with this ridiculousness just to view my home cameras on my phone

[jayney]

I have the same problem, and I am away and need to reboot my router for the security cameras..........very irritating

[RogersCorey]

Good morning @jayney!

I am sorry to hear that you're having difficulties logging in.

What error are you getting when you attempt to login to the HomeConnect app?

Regards,

RogersCorey

[Egbo]

Hello, is there a solution to this issue now? I'm having the same problems with the infinite loop

[RogersMoin]

Hello, @Egbo.

I appreciate you joining this thread. We can investigate and help with the app access; please send @CommunityHelps a private message. You can find details about our private messaging in this blog.

Cheers,

RogersMoin

[Poking]

It's clear to me that seeing this long stream of failed interactions, my own ticket being cancelled because they 'couldn't replicate the problem' that Rogers is FULLY aware that the app is not functional and pretending that it is a surprise to them that users aren't being able to log in. 

They are not taking any serious steps on this, and tech support will recycle the same unending loop of failed fixes to keep you frustrated and eventually hope you give up and shut up and continue to pay your bills. 

It's a shamefully unresponsive support system for a failed product and once again you will only find frustration at the end of this rabbit hole. 

I cannot imagine any of this is good for our personal home internet security, but their gambling that so long as their primary service is up and running that this app they've failed to create will be swept under the rug.

Don't waste your time on this. 

[RogersMoin]

Hello, @Poking.

Thank you for joining this thread; it's disappointing that tech support couldn't find a resolution. Let's try from our end; hopefully, we can resolve it for you. Please send us a private message as outlined in the message above. 

We look forward to hearing from you. 

Regards,

RogersMoin