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Rogers Ignite TV Installation/Experiences/Questions

Gdkitty
Resident Expert
Resident Expert

Had my install today!
Tech was really good and knowledgeable (well as much as they can be this early)

I need to head out shortly, so this will be just a QUICK overview, go into MUCH more detail about all the stuff when I get back later tonight.

Modem set up,  put at demarc.  Built in range was decent, but not great for my 3rd box, so installed a MESH wireless.  Seems to work well from what I can see.  (I am running NOT bridged right now.. as my RT-N66U is getting a little long in the tooth.)  I was able to get 300+/25 on wireless (on 500u).  Wired seems fine.

X1 boxes are TINY, like android box sized.  
Seem to work well though, VERY fast to respond.  Recording work.  Playback works.  Playback via cell/ipad works.
Cant seem to find where to change the wifi network right now.. will ask the concierge when I talk to them tomorrow.

Again, will write a much larger review later tonight.  If you have questions, let me know and I can try and see/check about it.

 

*Edited Labels*

1,081 REPLIES 1,081

Re: Rogers Ignite TV Installation/Experiences/Questions

RHstats
I Plan to Stick Around

@Datalink wrote:

 

As for the dropout that you had, did the devices flip to the other network at the end of the dropout period?  You could be absolutely correct in your thoughts on this, with the roaming assistant running a network swap at that point in time.  If that's what happens in all cases, I'll never use it.  It might be a matter of fine tuning the power levels so that the network swap is seamless, if that is possible.  


I wouldn't know whether the devices flipped to the other network since the devices in question are the Xi6-A STBs and there is no way of telling which network they band they are connected to.

Re: Rogers Ignite TV Installation/Experiences/Questions


@RHstats wrote:

@Datalink wrote:

 

As for the dropout that you had, did the devices flip to the other network at the end of the dropout period?  You could be absolutely correct in your thoughts on this, with the roaming assistant running a network swap at that point in time.  If that's what happens in all cases, I'll never use it.  It might be a matter of fine tuning the power levels so that the network swap is seamless, if that is possible.  


I wouldn't know whether the devices flipped to the other network since the devices in question are the Xi6-A STBs and there is no way of telling which network they band they are connected to.


By going into the Xi6 menu you can tell which wireless SSID it is connected to. It will either say "wired connection" or the SSID it is connected to.

Re: Rogers Ignite TV Installation/Experiences/Questions

Nick_W
I Plan to Stick Around

Unfortunately WiFi networks are quite a bit more complicated than most people think. The choice as to which network to connect to (and via which AP/channel etc.) is up to the client (phone, tablet etc) not the router.

This means that you can’t make a device connect to the strongest signal, it will connect to whatever its internal algorithms decide is the best option. In many cases this means that it will hang on to a weak signal, even if there is a better signal available. Many people also make the mistake of setting their router transmit power to maximum, in the belief this gives them better range or speed, but in fact it does the opposite if you have more than one router/AP/mesh network. This is because your speed/range is only as good as your devices transmitter, not your routers. If you set two routers to max power, the device (phone say) can’t tell which is the nearer, and will just connect to one of them. If this is the furthest away, the phone signal will be weak at the router/AP, resulting in a slow connection. The real solution is to set your routers power to low, so that your device will tend to roam to the strongest signal/band, which should be the closest and give you a faster connection. This also allows fewer connections per AP/router, which also gives you a faster connection, as most routers only have one radio per band, which is shared equally among all devices connected to that AP (and distant, slow devices will slow everything connected to that AP/router).

This can be improved with multiple antennas (Mu-Mimo).

Many people leave the channel selection on “auto” thinking this means “automatically pick the best channel”, when it just means “pick a random channel on every reboot”. You need to pick your Channel’s carefully for minimum interference, especially if you have more than one router. 2G only has 3 channels (1,6,11) - this is because the other channels overlap with these channels (ie channels 2,3,4 and 5 overlap with Chanel 1 or 6, so there is no point in using them).

The band steering/minimum RSSI settings on routers are just a crude way to “persuade” your phone to connect to a faster band/AP by disconnecting it - which can result in a lot of random disconnects if you are not careful.

A mesh network uses half of its bandwidth to connect to the main router, so you will only ever get 1/2 of your potential maximum speed on a mesh network - but no wires to the AP’s.

I have a Unifi network, with 8 AP’s, I get 500Mbps on my iPads/phones (which is the max for an iPhone/iPad), and 940Mbps on my laptop WiFi (gigabit plan). This is because I have 4x4 Mu-Mimo AP’s with one running 160MHz bandwidth on 5G ch36 (the one my laptop connects to), Ch 36 has very restricted power, but the most available bandwidth. Yes, 5G channels have different allowed power and bandwidth capabilities. Many routers do not even allow all 5G channels (DFS) because of Industry Canada requirements for radar detection and avoidance on DFS channels, so they just avoid the requirement by not allowing those channels.

If you only have one router, it’s easy, set it to max and take what you get, but as soon as you get into more than one router or a mesh network, you have to plan carefully to get the best performance. If you are buying a router, get one that allows DFS channels.

I’m giving this quick insight into WiFi here as there is a lot of talk about WiFi speed here, and it’s a complex subject, that Rogers certainly has no control over.

If you want the fastest speed, all, the time, every time, wired is the way to go. My Xi6 boxes are wired.

Re: Rogers Ignite TV Installation/Experiences/Questions

StatsMan
I Plan to Stick Around

@Biollw wrote:

@RHstats wrote:

@Datalink wrote:

 

As for the dropout that you had, did the devices flip to the other network at the end of the dropout period?  You could be absolutely correct in your thoughts on this, with the roaming assistant running a network swap at that point in time.  If that's what happens in all cases, I'll never use it.  It might be a matter of fine tuning the power levels so that the network swap is seamless, if that is possible.  


I wouldn't know whether the devices flipped to the other network since the devices in question are the Xi6-A STBs and there is no way of telling which network they band they are connected to.


By going into the Xi6 menu you can tell which wireless SSID it is connected to. It will either say "wired connection" or the SSID it is connected to.


@Biollw - sorry for the delay in responding ... you are absolutely right about that. Unfortunately, it's very difficult to tell how quickly the stb flips to the other network/band as it takes some time to get into the stb menu to check, especially after a 10 or 15 second blackout and even more so if both the 2.4 Ghz and 5G bands have the same SSID.

 

Re: Rogers Ignite TV Installation/Experiences/Questions

jonathandowler
I've Been Here Awhile

Hey There,

 

I've looked over several letters and can't seem to see if anyone's found this issue - my wireless internet signal randomly drops and then comes back several times a morning or evening. This is a big issue as I work from home and have been wired until we installed Ignite.  The base box is too far away to wire. Do the ethernet cables cary the internet from the TV box? That I could wire.  

 

If not, I'm going to have to find another (expensive) solution. 

Re: Rogers Ignite TV Installation/Experiences/Questions

Bplayer
I'm a Trusted Contributor

You need to provide more details:

- does the wifi drop at all locations in your home

- how far away are from the modem when the wifi drops (maybe you need extenders)

- there are always solutions to enable a wired connection from anywhere in the home that is not expensive

- what do your mean "do ethernet cables carry the internet from the TV box"? If you mean  that the TV box is wifi connected and will connecting an ether cable provide internet, then the answer is no.

I am sure there is a reasonable solution. Have you called the Concierge to report your problem?

Re: Rogers Ignite TV Installation/Experiences/Questions

jonathandowler
I've Been Here Awhile

Hey There!

Wow, rapid response, thanks.  I will include more detail. I have been trying to work this out.

 

Okay - so we live in a 3-storey house.  My workstation iMac Pro is on the 3rd floor.  Our Ignite TV base station has been installed near where the Rogers cable came in on the first (main) floor. There are 3 tvs, including the main one right next to the big box.  There is one on the 3rd floor about 30 feet from my computer in another room, one in the basement, and one on the main floor where it's right next to the main box.

 

I have no issues what-so-ever with Rogers Ignite.  The 3rd floor TV might need a reboot now and again, but the TV is okay. 

 

However, while the Wifi is strong on the first floor and basement, where I need the internet to be un-interrupted, my 3rd floor computer has constant dropouts. It *might* be because my network is switching constantly between 2.4ghz network and a 5ghz one in order to get the strongest signal. It drops, it comes back constantly. For browsing it's a minor inconvenience, but as I work from home and have huge uploads and downloads, these are being constantly interrupted and having to be restarted.  I can't keep this going.

 

If this was so important, why wasn't it installed on the 3rd floor?  Because the tech told me it would be fine and went above and beyond to re-assure me there would be no issue.  I had reservations, but I had to trust him. Now I find that it's not working.         The issue is I can't plug my computer into the main box because it's 3 floors away (unless I have to pay for a pro installer to rip out walls and what not)   

 

When you stay extenders, do you mean the small boxes that are used for the ignite TV? THere's an ethernet port on them, so I was wondering if I could get a hardwire to a signal that way?  So far as I have tried, that's not the case. 

 

Any suggestions would be welcome.  I was promised by the Sales rep Adam and by my tech that there would be no interruption to my service.  Now I'm looking at more headaches, so please give me help. 


We only had this stuff installed last thursday, and I've been trying to troubleshoot some of this on my own.   I will contact the Concierge, but the first thing they'll ask me is have I tried solving it on my end.  Any ideas?


Thanks again!


Re: Rogers Ignite TV Installation/Experiences/Questions

Bplayer
I'm a Trusted Contributor

The Concierge is there to help not question how you have tried to solve any problems. You may need an eero mesh network to improve the wifi coverage (a monthly charge). Other solutions:

- move the modem to the 3rd floor, but this may result in wifi issues to the TB in the basement (needed the eero).

- move the modem to the basement near to your ether connection point, but this may result in wifi issues to the TV on the 3rd floor unless you can use a wired connection (or eero needed)

- is the modem near the ethernet outlet on the 2nd floor? if so you may be be able to connect it to the modem and then use a female-to-female connector in the basement to get ethernet connection to the 3rd floor.

Re: Rogers Ignite TV Installation/Experiences/Questions


@jonathandowler wrote:

Hey There!

Wow, rapid response, thanks.  I will include more detail. I have been trying to work this out.

 

Okay - so we live in a 3-storey house.  My workstation iMac Pro is on the 3rd floor.  Our Ignite TV base station has been installed near where the Rogers cable came in on the first (main) floor. There are 3 tvs, including the main one right next to the big box.  There is one on the 3rd floor about 30 feet from my computer in another room, one in the basement, and one on the main floor where it's right next to the main box.

 

I have no issues what-so-ever with Rogers Ignite.  The 3rd floor TV might need a reboot now and again, but the TV is okay. 

 

However, while the Wifi is strong on the first floor and basement, where I need the internet to be un-interrupted, my 3rd floor computer has constant dropouts. It *might* be because my network is switching constantly between 2.4ghz network and a 5ghz one in order to get the strongest signal. It drops, it comes back constantly. For browsing it's a minor inconvenience, but as I work from home and have huge uploads and downloads, these are being constantly interrupted and having to be restarted.  I can't keep this going.

 

If this was so important, why wasn't it installed on the 3rd floor?  Because the tech told me it would be fine and went above and beyond to re-assure me there would be no issue.  I had reservations, but I had to trust him. Now I find that it's not working.         The issue is I can't plug my computer into the main box because it's 3 floors away (unless I have to pay for a pro installer to rip out walls and what not)   

 

When you stay extenders, do you mean the small boxes that are used for the ignite TV? THere's an ethernet port on them, so I was wondering if I could get a hardwire to a signal that way?  So far as I have tried, that's not the case. 

 

Any suggestions would be welcome.  I was promised by the Sales rep Adam and by my tech that there would be no interruption to my service.  Now I'm looking at more headaches, so please give me help. 


We only had this stuff installed last thursday, and I've been trying to troubleshoot some of this on my own.   I will contact the Concierge, but the first thing they'll ask me is have I tried solving it on my end.  Any ideas?


Thanks again!



What about powerline networking? You could pick up two AV2000 things for ~$100, put one on the main floor plugged into the Rogers Ignite modem, put one on the third floor, and plug the iMac Pro into it.

 

I just got back from Montreal where I set up some powerline stuff for my parents in a condo. In that application it's only doing about 100 megabits/sec, but wifi from the main router on 5Ghz would do about 2 megabits/sec at best so you're looking at a 50X speed increase. (I have strong objections to 2.4, so... that's not in the picture)

Re: Rogers Ignite TV Installation/Experiences/Questions


@jonathandowler wrote:

When you stay extenders, do you mean the small boxes that are used for the ignite TV? THere's an ethernet port on them, so I was wondering if I could get a hardwire to a signal that way?  So far as I have tried, that's not the case. 





The ignite TV boxes (or most equipment, really) don't do bridging between their wireless and wired interfaces, so... that's not an option. You could potentially get a router with a ... what's the mode called... (the reverse of access point mode... grr... the name escapes me) where that router connects via wifi to the main one, plug the ignite TV box into it, plug a longer cable from your iMac Pro, and boom.

 

I think most 'range extenders' can also be configured to do that.

 

But overall I think that's a dangerous idea unless you have an outstanding, outstanding wifi signal to the location where this device is going to be located.

Re: Rogers Ignite TV Installation/Experiences/Questions

@jonathandowler can you have a look at the bottom of the modem to determine what model you have.  There are two models of the XB6 modem, an Arris TG3482ROG and a Technicolour CGM4141.  The Arris modem is an Intel Puma 7 modem.  The Technicolor modem is a Broadcom BCM-3390 modem.  The most important difference for your situation is the wifi power output.  The Arris modem is rather anemic, to say the least.  If you have that modem, its understandable why you're experiencing issues with wifi coverage.  The Technicolor modem runs almost 1 watt for output power in the 5 Ghz channel 149 range. 

 

If you already have the Technicolor modem, then its time to look for alternative solutions such as a wifi extender, installing the eero mesh network that Rogers installs and charges for, or possibly running an ethernet to cable adapter if you happen to have a cable port in a wallplate which is close to your MAC location.   That adapter set requires a specific MoCA 2.0 qualified cable splitter and MoCA Point of Entry filter installed where the cable enters the home.  The ECB6200 and ECB6250 are seen on the following page:

 

https://www.actiontec.com/moca/

 

The ECB6200 supports transfer rates of 1 Gb/s and the ECB6250 supports data rates of 2.5 Gb/s.  You can connect the ethernet port of the adapter to your MAC , or to a router that is running in Access Point mode, providing wifi services only.  

 

The first question to resolve is which modem model that you have. 

 

Edit:  Can you also have a look at the following post regarding slow wifi.  Skip down to the section on Wifi settings and monitoring the wifi environment with various available applications.  Modify the modem wifi settings to match and reboot the modem.  If you happen to have a windows laptop, consider loading inSSIDer and Lizard Systems wifi scanner to see who you're competing with for clear wifi channels.  On the third floor, you have a much larger radio horizon, so, you should see a great many more wifi networks from that floor, compared to the bottom floor.  

 

https://communityforums.rogers.com/t5/Internet/slow-wifi/m-p/429489#M54216

 

 

 

 



Re: Rogers Ignite TV Installation/Experiences/Questions

chispy
I've Been Around
I walked away from BELL Fibe 1Gb. Because the connectivity of the Home Hub 3000 was very bad, even with the mesh pods.
I have 3 TV boxes. They all have access to the PVR.
After the installation was done I checked signal strength and speed in all rooms on second and first floor as well as the basement and patio. Strength -60db speed 380 + everywhere. Awesome!!
I don't have eeros or any other mesh network pods. Just the Arris XR6. That modem handles it all. 1,680 sqf home + basement and garage.

Re: Rogers Ignite TV Installation/Experiences/Questions

mozerd
I Plan to Stick Around

@Datalink wrote:

@jonathandowler can you have a look at the bottom of the modem to determine what model you have.  There are two models of the XB6 modem, an Arris TG3482ROG and a Technicolour CGM4141.  The Arris modem is an Intel Puma 7 modem.  The Technicolor modem is a Broadcom BCM-3390 modem.  The most important difference for your situation is the wifi power output.  The Arris modem is rather anemic, to say the least.  If you have that modem, its understandable why you're experiencing issues with wifi coverage.  The Technicolor modem runs almost 1 watt for output power in the 5 Ghz channel 149 range. 

 

The first question to resolve is which modem model that you have. 

 


@Datalink 

Just a heads up: I recently had Ignite TV installed in my Home and the Gateway model the Rogers installer used is the Technicolour CGM4140COM.

 

One other very useful bit of information for those that are interested in BRIDGING their GW is as follows:

1. set up the gateway; The gateway will prompt you to enter the SSID for your wifi system and password. MAKE sure to use the SSID that your independent Wifi system was configured to use for the TV's -- Since I use Unifi Access Points I set up a unique 5G SSID for the TV network.

2. NOW before you bridge the GW connect the  Ignite TV box to your TV and proceed with the setup of the TV. When finished if you have more than 1 TV proceed to setup each other TV with your Ignite TV boxes. When finished with all the TV boxes NOW comes the critical next step.

3. Place the GW in bridge mode BUT do NOT disconnect the Ethernet cable just YET -- you need to wait for GW to finish communicating with your control station [either your laptop or PC] -- this will take approx 2 minutes. You will see in your control station's GW web page that the gateway is now disabled.

4. NOW remove the Ethernet cable from the GW and next remove the power cable from the GW and wait for 1 minute.

5. Power down your Router, wait for 1 minute then re power your Router.

6. Attach the Ethernet cable from your Router to the GW and then re-attache the power to the GW and wait for 3 minutes +/- 1 minute

7. from your control station see if you have Internet connectivity -- if YES your done and your TV's should be getting your Ignite TV stations.

 

Note: that I have no idea if the Rogers home Phone will work using the above nor do I know if Netflix will work as well --- Since I use vlans -- my Netfix and Phones are independent of Ignite TV.

 

Note2: IF all your TV's and Ignite TV were configured by the Rogers Installer and you do not have Rogers Home Phone but now want to go the Bridging route YOU can in the Gateway edit the WiFi settings and change them to whatever you may want to use in your independent wifi system --  after making the change and saving those changes start to follow step 3, 4, 5 ,6 and 7. You may need to go to each Ignite TV box and pull the power cord out then after 30 seconds re-insert the power cord -- all your Ignite TV boxes will now be on your independent wifi system and working.

David Mozer
IT-Expert on Call

Re: Rogers Ignite TV Installation/Experiences/Questions

mozerd
I Plan to Stick Around

@mozerd wrote:

@Datalink wrote:

@jonathandowler can you have a look at the bottom of the modem to determine what model you have.  There are two models of the XB6 modem, an Arris TG3482ROG and a Technicolour CGM4141.  The Arris modem is an Intel Puma 7 modem.  The Technicolor modem is a Broadcom BCM-3390 modem.  The most important difference for your situation is the wifi power output.  The Arris modem is rather anemic, to say the least.  If you have that modem, its understandable why you're experiencing issues with wifi coverage.  The Technicolor modem runs almost 1 watt for output power in the 5 Ghz channel 149 range. 

 

The first question to resolve is which modem model that you have. 

 


@Datalink 

Just a heads up: I recently had Ignite TV installed in my Home and the Gateway model the Rogers installer used is the Technicolour CGM4140COM.

 

One other very useful bit of information for those that are interested in BRIDGING their GW is as follows:

1. set up the gateway; The gateway will prompt you to enter the SSID for your wifi system and password. MAKE sure to use the SSID that your independent Wifi system was configured to use for the TV's -- Since I use Unifi Access Points I set up a unique 5G SSID for the TV network.

2. NOW before you bridge the GW connect the  Ignite TV box to your TV and proceed with the setup of the TV. When finished if you have more than 1 TV proceed to setup each other TV with your Ignite TV boxes. When finished with all the TV boxes NOW comes the critical next step.

3. Place the GW in bridge mode BUT do NOT disconnect the Ethernet cable just YET -- you need to wait for GW to finish communicating with your control station [either your laptop or PC] -- this will take approx 2 minutes. You will see in your control station's GW web page that the gateway is now disabled.

4. NOW remove the Ethernet cable from the GW and next remove the power cable from the GW and wait for 1 minute.

5. Power down your Router, wait for 1 minute then re power your Router.

6. Attach the Ethernet cable from your Router to the GW and then re-attache the power to the GW and wait for 3 minutes +/- 1 minute

7. from your control station see if you have Internet connectivity -- if YES your done and your TV's should be getting your Ignite TV stations.

 

Note: that I have no idea if the Rogers home Phone will work using the above nor do I know if Netflix will work as well --- Since I use vlans -- my Netfix and Phones are independent of Ignite TV.

 

Note2: IF all your TV's and Ignite TV were configured by the Rogers Installer and you do not have Rogers Home Phone but now want to go the Bridging route YOU can in the Gateway edit the WiFi settings and change them to whatever you may want to use in your independent wifi system --  after making the change and saving those changes start to follow step 3, 4, 5 ,6 and 7. You may need to go to each Ignite TV box and pull the power cord out then after 30 seconds re-insert the power cord -- all your Ignite TV boxes will now be on your independent wifi system and working.


Another Note:  If you follow my Note2 and your Ignite Box's are not connecting YOU need to do the following at each Ignite TV Box. On the remote  press and hold in the Exit button for 5 seconds, followed by down, down THEN immediately type the special access code 9434 then select manual, find your Ignite TV SSID you created and proceed to fill in the details. 🙂

David Mozer
IT-Expert on Call

Re: Rogers Ignite TV Installation/Experiences/Questions

WJW2
I Plan to Stick Around

Here is my experience with recently switching from the legacy cable Internet and TV (and home phone) to Ignite.

 

I was quoted prices for renewing the legacy system, including my loyalty discounts, and for Ignite at the same level (bandwidths and channel packages). Ignite came out slightly cheaper, even with no loyalty discounts. What sold me on taking a gamble on Ignite, despite seeing warnings in the community forums of problems? Two things: (1) the promise of strong wall-to-wall WiFi in my big old house; and (2) the promised ability to manage the cloud PVR from remote apps. It turned out that neither of these things were completely true.

 

WiFi:  I was clear with the sales agent that my house had poor WiFi coverage and I was assured by more than one agent that Ignite would fix this (since everything operates from WiFi -- phones, TVs, computers). Well, the new Ignite modem may have improved WiFi, but it had to go into the basement since that was where the old home phone modem was located, near the 3rd party alarm panel. The resulting WiFi on the second floor was very weak -- unusable. No problem, the installer said. We just need you to call Rogers and add 'mesh' to your order. When we come back and install that, everything will be fixed. Great, except that a mesh (eero) base station plus 3 beacons costs an additional $18/month! A current promotion brought it down to $9/mo., but the overall package is no longer cheaper than the non-Ignite package. I feel misled and swindled. What should have happened? I should have been alerted to the fact that mesh was likely required and what it would cost. The installer should have the mesh gear in the truck, just in case. An agent should be able to add mesh to the order while the installer is still at the home.

 

Cloud PVR:  Navigating at home with the new remote control is fine. The voice-based search works surprisingly well. There were some minor surprises with how one records a series (you can't lock it to a specific time of day), but it is manageable. The big surprise is with the app on the phone or on a computer web page. The capability to record shows is not yet implemented!! This is particularly what I wanted -- like the old app that was dropped. If a new series starts when you are in the middle of an overseas trip, you can't set up the recording before leaving. (Caveat: I do see that the guide extends out two weeks instead of the old one week, so that would help a little.)

 

There were some smaller issues that required more phone calls to sort out. I was promised all the same TV channels as before, including my 'bonus' channel. This proved to be a problem for Rogers, but they have made good, for the first year at least. I was promised a discount off the Ignite installation fee. This didn't show on the documentation sent to me, but I am told it will be reflected in the billing. My assigned Rogers Ignite Concierge was never available when I called, but it wasn't hard to reach someone else, and they were knowledgeable and helpful.

Re: Rogers Ignite TV Installation/Experiences/Questions

57
Resident Expert
Resident Expert

@WJW2 : You stated that you reviewed posts here before switching. If you did do a thorough review you would have read:

 

1. That if WiFi is poor you'll need some form of "extender" (either Mesh at extra cost, or perhaps negotiated down in price) or perhaps powerline adapters or some other option.

 

2. The ability to schedule programming (manage PVR) is not available.  Here's but one recent example.

 

https://communityforums.rogers.com/t5/Ignite-TV/WANT-Scheduling-recording-from-phone-app/m-p/441789#...

 

I'm sorry that you think you were misled, however, it's typical that CSRs "oversell" the product and you must make sure yourself that you will get what you need.

 

Let's just hope that the IgniteTV works for you since most people consider it a superior product to the old digital cable.



Re: Rogers Ignite TV Installation/Experiences/Questions

RainbowTrout
I Plan to Stick Around

Just had the Ignite TV bundle set up 4 days ago. We received a letter in the mail from Rogers advertising it, so called in and wanted to see what they would offer us.

 

Ended up getting the Premier channel package, Crave+Movies+HBO free for first year, 150 Mbps unlimited internet, and Home Phone for slightly less than what we were paying for all those types of services before. (About $10/mo less.) There was also a $100 discount on the installation fee.

 

While the customer service reps at Rogers have all been very courteous, our initial technician visit made a poor first impression. After he arrived, he was inside for 10 minutes and then said he had to go outside. A few minutes later, we noticed he was gone. Thought maybe he'd forgotten something, and would be back. But after waiting an hour, it was clear he wouldn't be returning. Had to call Rogers and find out what was going on. Was told he'd made a note that we'd need a temporary line, then left without saying a word.

 

A second technician visit was scheduled. Since the first technician rudely left without saying a word, and completely wasted our time, a Rogers customer service rep said the remainder of the installation fee would be waived. So it should end up being completely free. (Will check the first bill to make sure of that!)

 

The second technician did a great job, and even returned later with an Ethernet switch after I requested it. (Since the Modem/Gateway only has two ports, and we needed more.) As suspected, we didn't need a temporary line at all. Especially considering we already had working cable internet with another ISP, beforehand. The temporary line excuse just seemed to be a way for the tech to go home early that day.

 

The only thing I could criticize about the second visit, is the tech didn't explain how to use the Home Phone, set up the Modem Gateway, or verify that the Internet was working with any device other than the Ignite TV box. Had figure out all of those myself.

 

As for the services themselves:

  • Ignite TV is excellent, so far. Superb picture quality. No stutter or hitches of any kind. Yet.
  • Internet also seems to be working well. Not sure if Rogers is still using Speedboost, but we're often getting even somewhat faster speeds than the 150/15 Mbps advertised.
  • Home Phone itself appears to be working fine. But the Online Manager is awful. Far inferior to the web interface of our previous VoIP service. The Online Manager looks (and apparently is) about 10 years out of date. Doesn't even work correctly half the time, with the site spitting out error after error.

Except for the rude first technician who wasted our time, and the awful Home Phone Online Manager, we're overall quite pleased with the Rogers Ignite TV bundle!

 

Just too bad about the lack of TV Call Display. Really would love to have that added in the future. It's extremely convenient to be able to see who's calling, while watching TV, without having to look at the phone.

Re: Rogers Ignite TV Installation/Experiences/Questions

Hey @RainbowTrout,

 

Thank you for sharing the experience with your install. It is a shame about the first visit and definitely not how your install should have gone. I'm glad to hear you're enjoying the service so far and we'll pass along your feedback on the Online Manager and TV Call Display.

 

Please send us a Private Message to @CommunityHelps and we can provide feedback further. If you're not familiar with or PM system, please click here to find out more. 


Regards,

RogersTim

 

 

Re: Rogers Ignite TV Installation/Experiences/Questions

I have had nothing but horrible issues with ignite TV, voice and audio not matching up to what is said on tv, video description coming on by itself this will e the 2nd tech to come out and see what is going on with my ignite TV. I am very disappointed with it.

Re: Rogers Ignite TV Installation/Experiences/Questions

Good day @Catmama49,

 

Thanks for posting your concerns to the Community! Sorry to hear your Ignite TV experience has been overall disappointing.

 

Did the 2nd technician visit take place yet? Feel free to provide us with updates on the outcome!

 

Also, could you let us know the troubleshooting you've gone through so far?

 

Looking forward to your reply!

 

RogersMaude

Re: Rogers Ignite TV Installation/Experiences/Questions

I have been having the exact same issue with my laptop but here's the weird thing - the technician came to install the ignite tv package and spent 4 HOURS trying to get it working.  He finally gave up and put my account back to what it was before.  Except now I can no longer connect to the internet from my laptop (yet it's fine from my cell phone) AND I have no ignite tv, internet or phone - everything was put back to what it was before.  So why did I lose the internet on my laptop (and only my laptop)?

 

The technician left all of the devices required to install and configure the ignite tv package and said that I would be contacted by Rogers when the problem was resolved.  That was over a week ago and I still haven't had a real person call me to explain what happened and why it's taking so long to come back to try again.

 

I've also been a long term customer and am really frustrated by this experience.  Hopefully somebody will come soon and get this working for me....