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Troubleshooting sign-in issues with the Rogers Xfinity app

If you’re getting an error message when trying to sign in to the Rogers Xfinity app follow the steps.

If you’re already signed in but something isn’t working, visit the Rogers Xfinity app troubleshooting page instead.

The Rogers Xfinity app only works with:

  • A Rogers Xfinity Gateway (included with eligible internet plan)
  • An active MyRogers account
  • An internet plan correctly linked to your MyRogers profile

If any of these are missing, you won’t be able to sign in.

Step 1: Make sure your Gateway is set up

The Rogers Xfinity app works only with the Rogers Xfinity Gateway.

If the message “Upgrade for this experience” appears, a Rogers Xfinity Gateway isn’t currently set up on the internet plan.

How to check the setup

  1. Sign in to MyRogers or MyRogers (Shaw)
  2. Go to the internet dashboard
  3. Check the equipment or modem details listed on the page

What to look for

  • If the equipment name includes “Rogers Xfinity Gateway,” the equipment and account are set up correctly.
  • If a different modem name is listed, the MyRogers or MyRogers (Shaw) account isn’t linked to the active internet plan.

If the account isn’t linked

The MyRogers or MyRogers (Shaw) account needs to be linked to the internet plan before signing in to the Rogers Xfinity app.

  • Rogers customers can follow the steps in this article.
  • Rogers together with Shaw customers can follow the steps in this article.

If a Rogers Xfinity Gateway is already set up

  • Confirm that the Gateway isn’t in Bridge Mode.
  • Confirm that a third‑party router isn’t being used.

To upgrade to an internet plan that includes access to the Rogers Xfinity app, start here.

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Step 2: Check your MyRogers or MyRogers(Shaw) sign in

A MyRogers account is required to use the Rogers Xfinity app.

  • Register or sign in now at MyRogers or MyRogers (Shaw).
  • If help is needed while signing in, the registration page includes steps to:
    • create a new MyRogers or MyRogers (Shaw) account
    •  recover a username
    • reset a password

If there’s a message indicating the profile is locked:

  • Wait at least 30 minutes before trying to sign in again.
  • Profile locks usually happen after multiple unsuccessful sign‑in attempts.
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Step 3: Try signing in again and check the error message

If you still see an error when signing in, the fix depends on the error message shown. Follow the steps that match your error message:

“Sorry, we’re experiencing technical difficulties” or “Your Gateway may be offline”

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

  • Check if your MyRogers or MyRogers(Shaw) credentials are correct.
  • Check that your password manager has the correct username and password saved.
  • Use the show/hide password option to make sure you entered the password correctly.
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Need more help?

If you’re still having trouble or you’re seeing a different error message, contact Technical Support and we’ll help you out.

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