Sign out/in issues.

[Ciaochiao]

Hello all,

Recently, (6-8 mos), my Roger’s tv app continually signs me out if I’ve been away from my system For some length of time. It never did that previously. I thought it might be the OS on my iPad Air gen 5, but it’s the same on my android tab, Samsung galaxy tab A9 + and my google pixel 8 pro. Prior to that, my Motorola power g 5 2021. I’ve tried everything possible including 2+ hrs top with a Rogers specialist. Nothing has helped. It only becomes an issue ehrnivebeen watching a show and paused it. When the app signs me out, I lose my place in the show. And it’s a nuisance always having to sign back in, re-select my “Favorites etc. Is this just the “way it is” for me or is there a fix for this? I’m quite exasperated and annoyed. I’m considering reading the Bell Fibe support to see if their customers have the same type issues with their tv app. Or if it’s specific to rogers. I know I’m not the only person this has happened to. I’m in a hospital and the lady next to me was having the same issue. Any help is appreciated.

regards,

cc

***Edited Labels***

[RogersMoin]

Hello, @Ciaochiao.

Thank you for being our Community member, and we appreciate you sharing your sign-in experience with the Rogers Xfinity Stream app.

The app sign-out could be related to concurrent streams. Up to two out-of-home streams are allowed at once. Up to five combined in and out-of-home streams are permitted. 

You may want to sign out for other devices except the one you are using to see if it helps you remain signed in.

Regards,

RogersMoin

[Ciaochiao]

Hi,

thanks for your response. I’m the nay person using the app. I have it installed on all my devices (4), but I close each one before opening another. I don’t believe that’s the issue. And it’s not just going through choosing my favourites, it’s also a nuisance when I need to pause a show to do something that may take up to 30 min. When I return, I’ve been signed out and lose my show. Please find a fix for this as it’s extremely vexing and frustrating. It definitely does not make using your app convenient or joyful.

thank you.

regards,

Cc

[Ciaochiao]

*I'm the only person using the app.

[RogersMoin]

Hello, @Ciaochiao.

We appreciate your continued patience and thank you for the additional details.

I couldn't replicate the problem you are experiencing with the Rogers Xfinity Stream app. It could be the network you are connected to in the hospital.

As a workaround, instead of pausing the show, could you stop it? Once you log back in, you can go to the "Recently Watched" section and resume the show from where you left off.

Let us know if you can resume the show.

Regards,

RogersMoin

[Ciaochiao]

Hi again,

thanks for your response. It’s not the net work because it started doing this to me when I was on another network. In trying to figure out if I can use the app on my phone data network. I have so many gigs I’m not using, But I do have a question: if I’m paused while using my own data, is the pause time  calculated into the data? In other words, does my pause time use up any data?

thanks again. 


cc

[Ciaochiao]

SHOULD READ: “I’m trying to figure out if I can use my phone data to stream…..”