Sign-in to Rogers Xfinity app keeps looping.

[Podge]

Getting Xfinity installed in two days, told I need to be signed-in to the App when that takes place.  I have installed the App but on sign-in I get to the phase where a security number is sent to my email or text. I enter this and the screens just take me back to the Sign-in screen again, repeatedly. Tried de-installing and starting over again - same response.

Help please

***Edited Labels***

[RogersJermaine]

Hello @Podge,

Thank you for joining us here on the Rogers Community Forums!

Have you had your services installed yet, or are you just preparing for the installation? If you are still waiting for the technician visit or the couriered equipment, please wait for their arrival before attempting to sign into the Rogers Xfinity App. You would only need to confirm you are able to sign in to your MyRogers account.

If you have had the services already installed and you are unable to connect, then if you can, please provide us with some more information, such as the make and model of your phone and OS.

We look forward to your reply.

RogersJermaine

[Podge]

I have since had equipment installed and now working OK. If I had been advised prior that I could not sign-on until equipment installed by Rogers Tech, I would have saved myself many hours of frustration.  One assumes that if you can install a software product that one could log on and open it to fully test connection.

Comments by other customers on the Play Store installation indicate that many other customers have also been confused (and annoyed) by the lack of knowledge. Perhaps you could do a better error response than just continually looping back to the Sign-In area. 

[jackie_huang91]

i have the same issue with signing into the xfinity app, put user and password, client login, just went back to the sign in page again, repeat and repeat...

[Podge]

I discovered that you can only sign-in once the Technician arrives to set-up the installation.  Would help if Rogers gave an informative error response; and stated that clearly on contract documentation

[Nieron]

I have the same issue of login in then go back to the sign in page for Xfinity app. It is frustrating. When Rogers will fix this? I already installed our new Xfinity wifi device.

[KSilver11]

I am having the same problem.

Issue 1) One should be able to completely control their modem and services local, aka Log onto the modem device and set all parameters like port filtering, port triggering, and port redirection, etc.

2) The App is utter garbage even when it works, which my common opinion for ratings - not often and not well.

3) There needs to be a non-mobile platform option.  My cellulars (yes plural) are all work devices, I cannot install *Garbage* apps onto them that compromise security or stability.  Further not everyone has a compatible mobile device or wants to use one.  For example, my Father has internet services and desktop computers, but not a mobile phone.

[RogersCorey]

Good morning @KSilver11,

Thank you for your feedback.

You may want to consider putting our gateway in bridge mode and connecting a router of your own choosing to it if you do not wish to use our app.

~RogersCorey

[Nieron]

Dear RogersCorey,

When Rogers can fix this Xfinity app? We installed this app both to our latest Android and iOS phones but it keeps looping and always going back to the sign-in page.

[RogersYasmine · Accepted solution]

Hello @Nieron ,

Thanks for joining in on the conversation. I'm sorry to hear that you're experiencing this 'looping' issue when attempting to sign into this app. 😞

By any chance, have you tried any of the following steps to try and resolve this issue?

- Ensure you have the latest software updated to your device.

- Clear app cache (for Android only).

- Reboot your device.

- Reinstall the app from scratch.

If none of these steps help, kindly send us a Private Message @CommunityHelps so we can investigate this further for you. For more information on how to send a Private Message, please click here. 

Thank you!

RogersYasmine

[Nieron]

Hi RogersYasmine,

I followed your advice but still same problem. I have never encountered an app like this.

I sent a message to @CommunityHelps hoping to get a reply.

Will Rogers fix the app?