Troubleshooting login issues with the Rogers Xfinity app

Trying to sign into the Rogers Xfinityapp but getting an error message? Try these troubleshooting steps in sequence to solve the problem.

If you’re signed in but having trouble within Rogers Xfinity app, check out our troubleshooting pages for the Rogers Xfinity app.

Step 1: Make sure you have the Rogers Xfinity Gateway

Rogers Xfinity app is only compatible with the Rogers Xfinity Gateway, which comes with our new Internet packages. If you don’t have the Rogers Xfinity Gateway, you will not be able to access Rogers Xfinity app. If you see the message "Upgrade for this experience," that means that you don't yet have a Rogers Xfinity Gateway set up in your home.

To check which modem you have, visit your MyRogers Internet dashboard. If you already have a Rogers Xfinity Gateway, make sure that it's not in Bridge Mode and that you aren't using a third-party router.

To upgrade to a new Internet package that comes with Rogers Xfinity app, start here

Step 2: Make sure you’re signed up for MyRogers

Haven’t created your MyRogers or MyShaw account yet? You need a MyRogers account to access Rogers Xfinity app. Visit this article to finish setting up your MyRogers account.

Step 3: Make sure you’re able to sign into your MyRogers account on rogers.com

If your credentials aren’t recognized, follow these steps to reset your MyRogers or Shaw ID username and/or password.

If you get an error message saying “Your profile has been locked for up to 30 minutes due to too many sign-in attempts,” you (or someone else) has tried signing in too many times with the wrong password. Wait at least 30 minutes before trying to sign in again.

Step 4: Make sure your MyRogers is linked to your new Internet package

Here’s how to confirm this:

Sign into MyRogers.
Visit your Internet dashboard.
Check that your dashboard has an image of the Rogers Xfinity Gateway (XB6).
- If you do see the image, this means your accounts are linked properly.
- If you see an image of a different modem, this means your accounts are not linked properly. Visit this page to correctly link your MyRogers account to your Internet package. You won’t be able to sign into Rogers Xfinity app until this is done.
  - Note: If you follow the instructions in the link above but are still having trouble, contact technical support and we’ll help you out.

Step 5: Try signing into Rogers Xfinity app again

If you’re still get an error message when signing into Rogers Xfinity app, follow the instructions below based on the message you’re seeing:

“Sorry, there is a problem on our end. Thanks for your patience while we fix it. Please check back later” (On the website only)

You may be seeing this message because your session timed out and you were redirected back to the sign-in page. Try opening a new browser window and signing in again at ignitewifi.rogers.com.

“Sorry, we’re experiencing technical difficulties. Please try again later” or “Your Gateway May Be Offline”

If none of your devices can access the internet right now, try troubleshooting your Rogers Xfinity Gateway.
If your internet is working, try restarting your modem by unplugging it from the power outlet, waiting 10 seconds, then plugging it back in.

“Sorry, the username and/or password entered is not recognized. Please try again.”

Since you’ve already confirmed your MyRogers username and password in the above steps, we know they’re correct.
If you’re using a password manager (you may have one built into your web browser or device settings), check that it has the correct username and password stored for your MyRogers and Rogers Xfinity app accounts.
Use the Show/Hide option on the Password field to confirm that the password is being entered correctly.