Roger xfinity app

[EmilyT1]

Can't seem to log into the xfinity app as I get stuck in an endless loop of email, password, verification code, email, password, verification code etc.
New customers to Rogers and Shaw and already running into issues.

***Added Labels***

[RogersMoin]

Hello, @EmilyT1.

We're delighted that you joined our Community. Thank you for sharing your Rogers Xfinity app login experience.

We understand how frustrating it can be to encounter technical difficulties, especially when new to a service.

There are two app versions; using the correct app to manage your services is imperative.

Customers in the East:

Rogers Xfinity - Apps on Google Play

Rogers Xfinity on the App Store

App Setup/Login: How to get the Rogers Xfinity app - Rogers

Customers in the West:

Rogers Xfinity (Shaw) - Apps on Google Play

Rogers Xfinity (Shaw) on the App Store

App Setup/Login: Getting started with the Rogers Xfinity app

Depending on the region and device, please select one of the appropriate links to download the app. To setup/login, you can check the instructions in the support article above.

We appreciate your patience and understanding.

Cheers,

RogersMoin

[dqi]

I installed the latest the Xfinity app in my iPhone 12 Pro Max. When I launched the app, clicked the Sign In button, and I was redirected to the Roger’s web login page, then I entered my credentials and I logged in, after that I was redirected back to the Xfinity app, but nothing has changed, I was not logged in to the app, I still see the Sign in button.

I tried several times, no difference.

[57]

@dqi : These sorts of issues almost always appear when there is a non-standard configuration of your device/computer.  Here's a set of tips which outline possible causes: Most of these are for computer browsers, but some also apply for device apps:

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

[dqi]

First of all, I live in Toronto and I installed exactly the east version of Xfinity. So don’t I assume I installed a wrong version. Btw, if an app has different versions for different areas, why is it so hard to mark the difference on the app instead of making users frustrated in the first place? Have anyone known “user friendly “?

Second, why are all the apps on my iPhone device working perfectly except for this Xfinity app? Why is it so special?

[-G-]

@dqi  Just tested with my iPhone (running iOS 18.1.1) and I was able to log in with the Rogers Xfinity app just fine.  No issues with the MyRogers or the Xfinity Stream app either.  I run a fairly standard setup, with Safari as my default browser and no content blocker extensions.

[dqi]

Thanks for your reply! I just found you guys are not the Rogers employees.

So I’d like to apologize to user 57 for my strong words!

I also have 18.1.1 iOS in my ip12 pro max , and installed the right version. Also, all the Roger’s logins are working properly on my iPhone or the computer web browser; only the login of this Xfinity app does not work at all. It’s like the dead cycle, I click sign in in Xfinity, being redirected to the popup login page, I logged in and being redirected back to Xfinity, I still see the sign in instead of leading me to a logged in page.

[dqi]

Hi 57, I apologize for the previous inappropriate reply! And I really appreciate your volunteering to help others here!

[57]

I have an iPhone SE2020 and all three apps work fine on that phone.  Rogers Xfinity, Rogers Xfinity Stream and MyRogers.  All three also work fine on my iPad Air 2020.  Restarting your phone may help in some instances.

@dqi If you investigated the tips I provided in my previous link and it still won't work, then you may wish to PM the mods on this forum (instructions below).  There may be some sort of issue with your account, however, based on our experience with hundreds of previous posts on similar topics, that is relatively rare.

When logged into the forum, click on @CommunityHelps   .  On the page that comes up, you'll see a link near the top right of the screen to "send a message".  If you're using a tablet or phone, you may need to switch your browser to the desktop version. How to do that will depend on the device but a web search should find it.  There may be some back and forth required while Rogers get your personal information to look into your account.  Personal information is not allowed in this forum.  

When logged into the forum, check the envelope icon at the top right of the screen for messages.  You would usually also receive an e-mail that you have a PM, but it may have ended up in your spam folder...

[-G-]

@dqi Version 5.37 of the Xfinity app just got released yesterday, so please double-check that it is up-to-date on your phone.  If you are running the latest version, try deleting the app, reboot your phone, then reinstall Rogers  Xfinity.

[shahmeer800]

Same issue, logging in does nothing, and just returns you to the login screen. Tried on both my iPhone 13 (iOS 18.1.1) and iPad 10th Gen (iPadOS 17.3).

Yes I'm on the correct app (Rogers, not Shaw)

Yes I tried deleting and rebooting.

This is very frustrating and is a high severity bug.

[57]

@shahmeer800 : Please see my comments in the following link with the tips to try.  Have you tried those tips, especially trying a different browser?

https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Roger-xfinity-app/m-p/538334/highlight/tr...

See also:

https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Roger-xfinity-app/m-p/538339/highlight/tr...

[shahmeer800]

@57 unfortunately those tips are not relevant to this issue/thread. We are discussing the sign in flow of the app, not the website.

[57]

@shahmeer800 : If you read the tips you will see that several of them apply to apps/devices. When you sign in using the app, you should notice that it goes to the web for your username and password.

If you have a computer or use a device browser in desktop mode, you can check to see if you can sign in to MyRogers for example to see if that works.  If you can, the account information is probably OK.

We see hundreds of similar complaints and they are almost always due to the items in the tips or some other non-standard device/setup.  The app works for your equipment as discussed earlier in this thread, although you may wish to ensure you have the latest app(s) and get the latest iOS version for your iPad. 

In some relatively rare instances, it can be due to an account issue and that's why I provided the second link in my previous post.

[shahmeer800]

@57you're just wrong. The app opens a webview when logging in, not a web browser. Yes, there is a difference in mobile environments, which is what I was pointing out.

This log-in loop is a documented issue that has absolutely nothing to do with web browser cache/rendering on mobile. The "non-standard device" that I am using is an iPhone on the latest version of iOS with the latest version of the app (as specified above).

Example of a different thread with the exact same issue: https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Ignite-Home-connect-app-will-not-login/td...

I understand that you are trying to help but please go read up on iOS/Android Webviews and how they work so that you are aware of where and when the generic "reset your browser" advice applies. Please understand that by commenting on this issue and offering incorrect and confusing advice, you are not helping. It's ok to say "I don't know" and to not contribute.

[shahmeer800]

Finally fixed this issue by unlinking then linking my account as per these instructions, then signing in on the Xfinity app: https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Ignite-Home-connect-app-will-not-login/m-... , no need to factory reset the modem.

@RogersCorey this is the solution to the discussion we've been having in DM's, in case others also experience it.

[57]

---

@shahmeer800 wrote:

@57you're just wrong. The app opens a webview when logging in, not a web browser.

---

I did not say that.  I said:

"When you sign in using the app, you should notice that it goes to the web for your username and password."

I also said that if you can't get it working using the tips, you can PM the mods for assistance, where they can help with any account issues (like linking).  I'm glad you were able to solve your issue.

PS.  Wiki (and other websites) call Webview an "app-embedded web browser."

https://en.wikipedia.org/wiki/WebView

[shahmeer800]

@57, indeed, and if you continue reading you’ll find that in webviews the user has no control over JavaScript execution, extensions, incognito/private mode, history, cookies and cache, which makes practically all of your “tips” useless.

Not knowing this is fine, especially if you’re not a software developer or something similar, but don’t go around telling people that the issue they’re experiencing does not exist:

”The app works for your equipment as discussed earlier in this thread, although you may wish to ensure you have the latest app(s) and get the latest iOS version for your iPad. ”

The app was **not** working with the equipment for me and many others, as evidenced by the related thread linked above. It was silently failing and swallowing a backend error on Roger’s side. This is a bug, not a misconfiguration, and at minimum the app should advise that there was an error.

[57]

@shahmeer800 I see that you continue to quote select pieces of my posts while ignoring other helpful information like when I said:

"In some relatively rare instances, it can be due to an account issue and that's why I provided the second link in my previous post." (to contact Rogers via PM). 

As requested, I will no longer provide tips for app issues, which can have many causes outside of the one you encountered.

PS.  You say "makes practically all of your “tips” useless.".  Isn't that the case with all checklists?  Typically only one of them will be "on the mark"?

[dqi]

Today, Dec 9, 2014, the issue persists on my iPhone 16 Pro with the latest Xfinity app.

The problem is exactly the same as before so I don’t want to repeat.

I can live without the app as I have no issue using the wifi.

The developers need to have a look at the recent app reviews. There is a reason behind those one star reviews.

[57]

@dqi : 1. Have you PM'd the mods on this forum as I suggested in an earlier post?

2. Have you tried the unlink/link tip provided by @shahmeer800 in a recent post?