Ignite TV App Issue

[FBJR]

Hello, I'm hoping for some insight from experienced users.

We recently switched from Bell to Rogers due to a great offer. Installation went smoothly and 2 boxes, internet and home phone are working fine for a week now.

One thing I cannot figure out though, is when I log into the Ignite TV app on iOS (iPhone/iPad), all I see are 'Purchases / Downloads'. No channel guide or anything.

Anyone ever experienced this, and if so, what did you do to fix this issue? I'd like the option to watch shows/channels on my iPad if possible.

Thanks in advance for any insight you can provide!

FBJR

***Edited Labels***

[RogersZia]

Hi @FBJR,

Welcome to the Community!

Glad to hear you're enjoying the new service. Are you able to log into the Ignite TV app? When you log into the app, it should look like this:

Does your landing page look similar? Would you be able to share a screen shot of what the app looks like when you launch it?

Please keep us posted!

RogersZia

[FBJR]

Hi There, thank you for your reply!

My landing page does not look like yours. I will attach mine below. Ever seen this before?

[RogersZia]

I wasn't able to find these two features within the app. Just to confirm, you're in the Ignite TV app for Rogers services right? This isn't the Ignite TV (Shaw) app is it?

Have you had a chance to review the step by step guide to download and set up the app?

RogersZia

[FBJR]

I can confirm the app I downloaded was for Rogers Ignite and not the Shaw version. I also followed the step by step instructions. I also deleted and reinstalled the app. But each time I do and sign in, that is the landing page I get.

I’m just not sure why. Is it possible I have to wait a period of time so my account syncs up with the new services in my account? It’s the only thing I can think of.

I appreciate your interest to help and assist. Thank you.

[RogersZia]

@FBJR, when you log into your MyRogers, do you see the new services in there? If yes, you should be good. If not, it could explain why you're not able to view the Ignite TV app properly. And yes you would have to wait for the profile to be synced with your services to access the app. 

You can also log into igniteTV.rogers.com to check if you're able to view anything via the browser. You may be prompted to accept the terms & conditions as well.

RogersZia

[FBJR]

I can see the services on my rogers.com account. When i try logging into the ignitetv.rogers.com website from my laptop browser, i see the exact same landing page as the app. Shows purchases and downloads.

Not sure what else to do, but I appreciate your help with this. Thanks. I can reach out to support for help. It's odd no one has seen this before, but explains I'm not crazy.  lol

Thank you.

[FBJR · Accepted solution]

Just following up. Support refreshed my services which linked it to MyRogers account. That did the trick, I can now stream channels on my iPad/iPhone. Thanks for the assistance, we can consider this issue closed.