Unable to Make Changes in the HomeConnect App

[britanyXanne]

I cannot change any of my details without calling in to a rep. I tap "wifi details" and all I get is a white bar at the bottom of my screen, if I go in through advanced settings to LAN & WAN, it says "we encountered an issue"... this has been ongoing for me since the app was released. The app is up to date, my phone is up to date, I have uninstalled and reinstalled multiple times and my phone has had more than 1 factory reset, the app still does not work. I am not comfortable getting a rep to do it considering how much personal information they already have access to but unfortunately I had no choice.

***Edited Labels***

[RogersJermaine]

Hi @britanyXanne,

Welcome to the Rogers Community Forums, and thank you for your post! We appreciate the additional details of the troubleshooting steps completed to help resolve the issue that you are facing.

Are you receiving any error messages when attempting to make any changes or navigate the different menus in the app?

If you can let us know some more details, such as the make and model of the device you are using, as well as the OS and the Ignite HomeConnect app version, we can take a further look into this for you.

If there are no device compatibility issues, then we may need to escalate a ticket for further investigation.
Please let us know and we look forward to your reply.

RogersJermaine

[britanyXanne]

I'm using a Samsung S22 ultra - One UI Version 6.1 - Android Version 14
Ignite HomeConnect Version 5.29.0-4

I cannot access profiles, wifi details or advanced settings. I get a variety of errors - sometimes it's a blank white bar at the bottom of the screen, sometimes it says "we've encountered an issue. If the problem persists, check back later" with a 'try again' button and sometimes I get "Something unexpected happened. We can't display your details right now. Please try again or come back later."

[RogersJermaine]

We may need to ensure there are no issues with the account and escalate a ticket to have this corrected for you. Please feel free to send us a private message to @CommunityHelps so we can assist you further. For more information on how our private messaging system works, please check out our blog.

Regards,
RogersJermaine