Unable to Sign into Ignite WiFi Hub App

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RogersMaude
Moderator
Moderator
Posts: 2,349

Re: Unable to Sign into Ignite WiFi Hub App

Hello @chearn16,

 

Thanks for joining the rogers Community! We certainly want to help you resolve the issues you're experiencing with the Ignite WiFi Hub.

 

Can you tell us what troubleshooting steps you've performed so far to get this matter resolved? Does it happen via web browser or just through the app?

 

Don' forget to make sure you have the latest software updated on your device and that you are using the most recent app version. Try clearing your app cache and re-attempt to log in.

 

Additionally, are you are able to use the same login credentials to access your other Rogers apps and/or your MyRogers profile?

 

Looking forward to your reply!

 

RogersMaude

 

chearn16
I've Been Here Awhile
Posts: 2

Re: Unable to Sign into Ignite WiFi Hub App

Good day

I have tried deleting the app and reinstalling, I have tried logging on to the website, I have reset my passwords,

I have called Rogers about it. I have updated my phone.  But all it says when I login is "it looks like you don't have ignite wifi yet." I thought it may have been a glitch.  The MyRogers app for billing works perfect, but still having trouble with the Ignite Wifi Hub app

RogersTony
Moderator
Moderator
Posts: 1,180

Re: Unable to Sign into Ignite WiFi Hub App

Hello, @chearn16

 

Thanks so much for providing us with all of those details.

 

We'll need to take a closer look at your account on file to determine what is causing this error. Please send us a private message @CommunityHelps so we can get started on this for you. Not familiar with our private messaging system? No worries, click here.

 

RogersTony

Tabitha1
I've Been Here Awhile
Posts: 4

Re:Unable to Sign into Ignite WiFi Hub App

Hello, I’ve had ignite for over a week now. I haven’t been able to log into the Rogers ignite wifi hub app on my iPhone XR phone, Mac Computer on browser or Chromebook as the app is not available on the one I have. However, I just received a pod booster to help with the wifi and again I’m stuck with the issue of not being able to log into the ignite wifi hub app to get the pod working. I once was able to log into the browser and change some settings but now I am unable to as it takes me to the app and when I log in, it just shows the dots as if it’s loading it up but never does it log in. Feeling very frustrated. Tried deleting and reinstalling it and it still doesn’t work. Rebooted router and still doesn’t work. Shut phone off for awhile and back on and still doesn’t work. Turned VPN off to see if that was the problem and still doesn’t work. Please help. It works on my husbands phone, and not on the iPhone XR. Is this a compatibility issue with the iPhone XR?
RogersMoin
Moderator
Moderator
Posts: 1,943

Re: Re:Unable to Sign into Ignite WiFi Hub App

Hello, @Tabitha1

 

Thank you for your post, and welcome to Rogers Community Forums! 😃

 

I appreciate the details and the troubleshooting you have done so far. The app not working could be mainly because of MyRogers profile or something is being blocked on a device. 

 

Since the app works on the other phone, we can rule out the profile-related concern. 

 

Please elaborate on the following:

  • What's the make and model of the other phone on which the app works?
  • Are you running Norton Security on your iPhone XR and Mac? 
  • Can you use Ignite TV app on your iPhone XR?

Please be advised Chrome OS (Chromebook) is not supported, hence the IgniteTV related apps may not function. 

 

We look forward to hearing from you. 

 

Cheers,

RogersMoin

 

Tabitha1
I've Been Here Awhile
Posts: 4

Re: Re:Unable to Sign into Ignite WiFi Hub App

Hello, ty for getting back. The other phones it works on is an iPhone X and iPhone 11 Pro. There is no Norton installed on the iPhone XR which the wifi ignite hub app does not work. I can use ignite tv on the xr iPhone but can not change the flex channels. Can only view and watch the tv on the xr phone.
RogersTony
Moderator
Moderator
Posts: 1,180

Re: Re:Unable to Sign into Ignite WiFi Hub App

Hello, @Tabitha1

 

Thanks for providing us with the additional details. Can you confirm the iOS version you are using on your iPhone XR?

 

RogersTony

Tabitha1
I've Been Here Awhile
Posts: 4

Re: Re:Unable to Sign into Ignite WiFi Hub App

The IOS version I am using on my IPhone XR is 14.4.2 which is the latest IOS software.
RogersMaude
Moderator
Moderator
Posts: 2,349

Re: Re:Unable to Sign into Ignite WiFi Hub App

Thank you very much for providing us with the answers to our questions @Tabitha1!

 

To further assist you, we'll need to take a closer look at your account to determine what could be causing the problem you're experiencing. Please send us a private message @CommunityHelps so we can get started. If you're not familiar with our private messaging system, click here.

 

Thanks!

 

RogersMaude