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Ignite TV - Connection Issues

WKHC
I've Been Around

Let me share my horrible experience with Ignite TV. I am seriously considering switching back to cable or maybe Bell is worth a look now. 

 

I have been a Rogers Cable customer for over what 26 year at my currently location now, I have cable, internet, cell phone and home phone all with them but last Dec I notice my bundle discount has stopped and my bill went up a lot. I called customer service and trying to get my discount back but they sold me on an UPGRADE to this premier service Ignite TV. With the installation discount an all I thought I would give it a try. Installation was on Dec 27 2018. 1) First it was the installation hiccup - the TVs stopped working after the guy left and I had to escalate to get the same guy to come back that evening to fix the problem. The reason I was given was that the coax cable connecting to the modem was pinched and he had to tighten the connection and the system started working again. 

 

2) So it was working fine except whenever the network goes down, the IP phone is dead and my alarm system would beep because a phone line fault is detected. My alarm company would call and would not be able to get through to the home phone so they would call my cell phone. This happened usually in the middle of the night because Rogers probably thinks that no one is using the network so it is ok to reboot it?

 

3) Then started last week, about a month after the system was installed and some of my laptops (mix of Mac and Windows)  would be able to connect to the WiFi but would not be able to reach the internet. I started to do some diagnostics ( still remember how to use ipconfig on a command prompt) and determined that some machine would have the default gateway and DNS server at 10.0.0.1 and they would work properly, the other ones that for some reason would have the old 192.168. 0.254 would either have no internet access or connect but can reach some sites like Google and Youtube but not Roger.com or RBC.com etc.  This tells me it is a DNS server issue. All machines's config is to get the DNS Server automatically from the WiFi network and are not hardcode. Remember all these machines were working fine before I switched to Ignite and were working fine for about a month. Last Friday I spent about 2 3 hour on the phone with a Rogers agent who has no clue what a DNS server is about, insisted that since some machine works and some don't then it it not the network problems. Told me I need to find someone to check my machines out! I repeatedly trying to explain to him that there where no change in my machines but he has no clue and suggested to send a technician to check it out. On this past Sunday, the technician came and spent again 2-3 hours trying many rebooting of the router, rebooting of my machines, tried different TCPIP config changes (which was my tasks as the technician claims that he is only a cable guy  and not a computer guy). At the end of that I still have some machines working and some don't. The strange thing is that some would work at one time and then not working another time. It is like they are limiting a fix number of machines to work. AT the end, the tech guy blamed the issue with the bad weather. But the issues started mid last week before the weather turn bad!

 

4) On Monday night there was a power surge and all machine was rebooted including the router. And my alarm company calling routine once again. But after that, because the router were rebooted, all the machines got the 10.0.0.1 addresses and all started to work. I thought finally, they fixed whatever the problem with the network was and thought I can now sleep easy. 

5) This afternoon, the problem returns. It is 2:30 AM now and I am still up because I just spent another 2 and half hour on the phone with Rogers Tech support this evening again trying to figure out what the . is wrong. At the end they couldn't fix it and now blame it on the faulty modem and will need to send another technician next Wednesday (earliest evening appointment they have) to replace the modem! I am guessing that the tech will say he is the network guy and not a computer guy and I have to go find other help?  

 

The net of this is that Ignite is just nothing but nightmare for me. what I want is a stable network and accessing the internet is really a basic thing that a carrier should provide. So much for this PREMIER service I was lured into. 

 

I am giving them one more chance, and at the meantime I am shopping for alternatives. There are many options out there these days I heard.

 

 

80 REPLIES 80

Re: Ignite TV - Connection Issues

Gdkitty
Resident Expert
Resident Expert

The everything dropping.. normally shouldn't happen that often.

Since I got ignite, I have had to reboot it maybe 2-3 times.. and only maybe 1-2 drops.  
And I have had it since first day it was available.


It shouldnt be rebooting/dropping that regularly.

 

Hopefully with that tech out they can take a look at things at the house there.. and just see if its something localized.. bad signal even could cause those dropouts.

(or at least narrow down if its outside the house, etc)

Re: Ignite TV - Connection Issues

mysticnights
I'm Here A Lot

I have been losing connection with ignite on my laptop since the day it was installed.  My laptop looses connection every 3 - 5 minutes  a couple of hours then settles down for a couple of hours and then once again it is losing connection constantly for another couple of hours no matter the time of day.  The TV,  iphones, and galaxy phones lose connection but you barely notice  it and not near as often, the tablets looses connection a few times a day, but it too is barely noticeable., but the laptop, wow, unbelievable.  The speed of Ignite is amazing, but this loosing connection is a daily headache.   I had a technician out and everything is hooked up fine, he explained well it is new and will have growing pains in the beginning.   I have scoured the internet looking for ways to fix the problem, from taking out my Network adapters and putting new ones in.   If anyone has had this problem and found a fix for it, please leave a reply  I totally regret the day I changed from cable to Inginte TV, unfortunately it is the only package I could bundle to save a few bucks.  

Re: Ignite TV - Connection Issues

That sort of thing has nothing to do with 'growing pains'

Some of the issues going on with playback, etc.. which are server/software issues? Sure.

But things like general internet drops like that? No, thats not growing pains.
9/10 time its more setup problems.. etc.

That 
A) the signal overall to the house is NOT good, that it is whats causing the problem and the dropouts.
B) Something else with the setup.  ANY provider, the modems are notorious for beeing not the greatest quality.  Depending on the house, the location.. they just dont cut it.
Its one reason now that rogers is offering to have the Eero mesh network setup.

Generally, on a good setup, you should not be having dropouts like that.
I can do stuff for hours on end (outside of the TV) on the internet with no interruption on mine.
(I do have the Eero units)

Re: Ignite TV - Connection Issues

Dash57
I've Been Around
Did you resolve your connection issues?
I have the same problem losing the connection from the router out within a few minutes on Dell laptop with a 1490 dual mic that does support 5Ghz. All other connections from multiple iPhones,TV work well

Re: Ignite TV - Connection Issues

Spence123
I've Been Around
Thank you for sharing your experience. I was helping out a family friend who is having almost the exact same issue, especially what you described in #3. It's both helpful and reassuring to know that he's not the only one with the issue. So again, thank you for taking the time to share your experience. It seems like there are legitimate issues that Rogers needs to sort out on their end.

Re: Ignite TV - Connection Issues

COPO
I Plan to Stick Around

I only have 1 out of 3 Xi6-A tv boxes (on the smart tv) that gets no signal when I turn on the tv or while watching tv and I switch to Netflix I will get the no signal picture screen. I've sent a note to Rogers on Twitter cause they are more knowledgeable  than the normal help desk. 

 

So so far to get my tv back up and running I just Power off the box for 10 sec that's connected to the tv. Yesterday I logged into the router using 10.0.0.1 and reset the 2 wifi options for kicks and giggles and that reset seemed to work. While the 1 tv has no signal, the other 2 tv's work fine along with the Internet.

Re: Ignite TV - Connection Issues

Hello, @COPO.

 

Thank you for joining this discussion and posting your experience. The 'no signal' message on the TV could mean a cable (HDMI) connection issue; it may not be related to your WiFi signal.

 

Have you tried to reseat the HDMI cable? You can also try to plug in the HDMI cable to a different port on your TV.

 

As for WiFi options, I suggest keeping a note of what was reset so that it can be taken into account while troubleshooting WiFi in future. 

 

Cheers,

RogersMoin

Re: Ignite TV - Connection Issues

COPO
I Plan to Stick Around

HDMI cable is fine and relatively new and the TV is about 1 month old. All cables are properly connected.  I have 35 yrs experience in the Hardware IT World which helps elimination on hardware problems. I have a Rogers Tech guy coming today to most likely swap the set top box. Before signing up with the Ignite pkg, I had no issues with my HDMI cable. Prior to getting Ignite, I put up with signal drops 5-10 X's per day for over a year until I decided to work with Rogers on Twitter which are awesome people who know their stuff. The help desk just kept telling me that the signal looks good at our end so it must be interference of some kind in your house. Ya, I called folly on that one and had the problem escalated. A Tech guy showed up the next day and tested the signal and replaced a coax connection and fixed a ground and everything looked good. He then escalated it up and the next day a Rogers Tech showed up on the street. I spoke with him and he told me the 2 Rogers boxes up the street from me had some faulty components that he replaced which was causing the box in front of my house to fail. After that, I have had no outages.

Re: Ignite TV - Connection Issues

57
Resident Expert
Resident Expert

@COPO wrote:

...Before signing up with the Ignite pkg, I had no issues with my HDMI cable. 


Just because something was working before, doesn't mean that it'll work on Ignite.  Were you on a 4K signal to the TV before?  Or 1080i/p?  Which model number box did you have before IgniteTV (9865, 8642, etc)?  Try temporarily switching the box to 1080i output to see if it works then. Try a different HDMI port on the TV.  The "no signal" popup on the TV indicates a problem with the TV getting any signal from the box, which could be related to the HDMI cable, or a poor connection at either end of that cable. "No signal" typically has nothing to do with the box.  You would get a black screen instead, or some other issue which would then typically be related to signal issues in your home/neighbourhood which appear to have been fixed.



Re: Ignite TV - Connection Issues

COPO
I Plan to Stick Around

The Forum coder should really add an edit button like other forums have so a post can be edited rather than create another post. Just wanted to add that when I turned on the TV this am, I DID NOT get the no signal message on my smart TV as I did the day before or when I switched to YouTube or Netflix. Looks like an intermittent problem with the top box for this TV or maybe my new TV is smarter than the Rogers hardware.

Re: Ignite TV - Connection Issues

COPO
I Plan to Stick Around

My prev box was the Hitron CGN3ACSMR. FWIW, the EasyConnect00177 communicates with the  Xi6-A tv top boxes. I have seen many complaints about Rogers Ignite where people have wished they never switched over and to hear it's just growing pains on new hardware is hog wash. The Ignite hardware should have been extensively tested before making it available to the public. Google the problems, there are plenty. Microsoft did the same with its Windows 10 ramming it out to the public without properly testing it.

Re: Ignite TV - Connection Issues

57
Resident Expert
Resident Expert

@COPO wrote:

My prev box was the Hitron CGN3ACSMR. 


I was asking for the cable box make/model number (9865, 8642, CAV10455, etc). The model number you gave was for the modem/router.

 

Many times there are issues with "HDMI handshakes" between the Ignite boxes and the TV, either due to firmware issues with the TV, or an issue with the HDMI connection/TV port, etc. We have seen this many times on this forum.  I hope that the issue is solved for you, but if it returns, then the recommendations in my previous post stand.



Re: Ignite TV - Connection Issues

57
Resident Expert
Resident Expert

@COPO wrote:

The Forum coder should really add an edit button like other forums


You can edit your post for up to 2 hours. After that it's "locked". Click the "gear" near the top right of the post to edit.



Re: Ignite TV - Connection Issues

COPO
I Plan to Stick Around

Rogers Tech showed up and tested the signal and noticed too low of a signal on the tv in the other room which was set at 5G. On the day it was 1st set up, the signal was low to start with then sped up so the installer left it at 5G. The Tech guy today set that TV to 2.4G, which was always working whenever the smart tv had the no signal issue. He said that it was causing the no signal issue on the smart tv. End of story I hope.

Re: Ignite TV - Connection Issues

57
Resident Expert
Resident Expert

@COPO wrote:

1. ...noticed too low of a signal on the tv...

 

2. He said that it was causing the no signal issue on the smart tv. End of story I hope.


1. What he noticed was a low WiFi signal on the Ignite box, not on the TV itself. There is a difference.

 

2. I hope it is the end of story for you, however, the tech is not correct. The "no signal" on the TV indicates that there is an issue between the box and the TV.  The "no signal" is being generated by the TV itself, not by the Ignite Box.

 

If the signal to the Ignite box from the RF-coax cable into your home, or the WiFi signal from the Rogers modem to the ignite box were weak, you'd probably have a black screen, or see something like "searching for channel", etc, not "no signal".  One needs to differentiate between the error messages in order to troubleshoot.



Re: Ignite TV - Connection Issues

scouternorm
I Plan to Stick Around
Did you resolve your connection issues? I am getting Ignitite installed in a few days, but there seems to be a lot of issues, and I really don't need more grief.

Re: Ignite TV - Connection Issues

When the tech is there.. dont let them slack on the install.

Make sure that they check the signal on the modem.  Within spec should be +/- 10db... but should be as close to 0 as possible.  Any signal issues could cause major issues.

 

Have them check the wireless signal.  As the boxes all run on wireless.. this part is critical as well.  Poor wireless will = poor tv.   Since you wont be needing all the other connections in the house going to cable boxes, etc, moving it would be an option.  The modem doesnt necessarily be near the electrical box where it often normally is.

While there is an additional cost, the Eero mesh work pretty well to spread the wireless around.

Re: Ignite TV - Connection Issues

scouternorm
I Plan to Stick Around

thanks for the reply. Looking at the Ignite boxes, they look like Android boxes, and I have one plus an Apple TV that have never connected very well using wireless, so I have them hard wired. If there are all the issues that I have seen on the 'Net, I may have to reconsider getting it installed.

Re: Ignite TV - Connection Issues

You can connect the box wired as well.
(not everyone has a wired connection there though, so not always mentioned).

As long as everything is set up correctly.. there shouldn't be any issues in that regard.

I have a really good signal to my modem.  I have the Eero set up myself, and my boxes are running wireless.

I generally have ZERO regular day to day watching issues.  Picture quality, etc is all fine, no drops, etc.
Only issues I have had were the some of the PVR playback issues that many were.  (though the quality issue on the playback seems to be fixed.. more the FF issues, etc remain)

Re: Ignite TV - Connection Issues

COPO
I Plan to Stick Around

@scouternorm wrote:
Did you resolve your connection issues? I am getting Ignitite installed in a few days, but there seems to be a lot of issues, and I really don't need more grief.

My issue was resolved but I also installed the new HDMI cable that Rogers supplied just for kicks and giggles.

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