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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

Yeah, dont wait on them to call you back. 
You should probably call them back in and try and get it sorted out (or maybe @CommunityHelps here can look into it for you).


Re: Rogers Ignite TV Installation/Experiences/Questions

gp-se
I'm an Advisor

Hey guys, I got Ignite TV installed a week ago and have a few questions.

 

1) I Have a Yamaha AVR that I set the Rogers remote to control the volume, which works fine, however when I press the "master power button" it only turns the TV off. Can I program this to turn the TV and AVR off like the old Champion remote?

 

2) In the settings menu what is the difference between "full or none" on Zoom? I have noticed the STB has lots of overscan and cannot be set to "full pixel" if that makes sense. 

 

3) Where can I find the channel lineup online? I checked the Rogers website and it has a channel lineup for Digital TV, but I cannot find it for Ignite TV Premier.

 

thanks everyone

 

Re: Rogers Ignite TV Installation/Experiences/Questions

57
Resident Expert
Resident Expert

 


@gp-se wrote:

1) I Have a Yamaha AVR that I set the Rogers remote to control the volume, which works fine, however when I press the "master power button" it only turns the TV off. 

 

2) I have noticed the STB has lots of overscan and cannot be set to "full pixel" if that makes sense. 

 

3) Where can I find the channel lineup online? 


1. There are usually a number of different codes for each make of AVR. Try a different code.  Some Yamaha AVRs have a different (discrete) IR signal for on and off, but I assume you still have the same AVR as you had with the Champion remote.

 

2. Tune to a channel like CP24.  Cycle through the various options.  There should be one with no overscan.  Make sure your TV is not stretching/zooming the picture.

 

3. Go the the following link. Scroll down and then over to Premiere, click on the "view" link for the channels.

 

https://www.rogers.com/web/consumer/ignite-bundles/tv-internet#combo-packages-tabs

 

If the popup doesn't come up for you, make sure you have your browser properly configured - see the following link:

 

https://communityforums.rogers.com/t5/Internet/Unable-to-load-certain-website-s-and-or-videos/m-p/42...



Re: Rogers Ignite TV Installation/Experiences/Questions

dulewis
I've Been Here Awhile

Looking for advice. Had ignitetv installed Sept 06 and as of today (Sept 11) home phone hasn't worked since and missing quite a few channels. Have called my "concierge" everyday since 06 (actually spoke with her once out of the 5-6 calls) and we've gone from being resolved in 24 hrs to give us 48 hrs to 72 hrs to today and no time frame. Was escalated on 07 and the "back office" crew has it but apparently they're not allowed to talk to strangers to explain the issue. "Work shows completed but the work order can't be closed for some reason" is all the info I can get. Can anyone here provide me with a phone# or email of someone that could at least explain if not resolve the issue? I'm no IT nor network guy just brave enough to be dangerous. Here's our current setup, rogers CGM4141COM gateway(wifi off/ bridge mode off) wired to a tplink Gigabit switch. 4 tv boxes, tplink wifi router, Synology NAS, printer and various others wired to switch. Wifi works flawlessly and TV is impressive but I'd like to get this resolved 

Re: Rogers Ignite TV Installation/Experiences/Questions

-G-
Resident Expert
Resident Expert

@dulewis wrote:

Looking for advice. Had ignitetv installed Sept 06 and as of today (Sept 11) home phone hasn't worked since and missing quite a few channels. Have called my "concierge" everyday since 06 (actually spoke with her once out of the 5-6 calls) and we've gone from being resolved in 24 hrs to give us 48 hrs to 72 hrs to today and no time frame. Was escalated on 07 and the "back office" crew has it but apparently they're not allowed to talk to strangers to explain the issue. "Work shows completed but the work order can't be closed for some reason" is all the info I can get. Can anyone here provide me with a phone# or email of someone that could at least explain if not resolve the issue? I'm no IT nor network guy just brave enough to be dangerous. Here's our current setup, rogers CGM4141COM gateway(wifi off/ bridge mode off) wired to a tplink Gigabit switch. 4 tv boxes, tplink wifi router, Synology NAS, printer and various others wired to switch. Wifi works flawlessly and TV is impressive but I'd like to get this resolved 


Rather than going through the Concierge, I would call 888-764-3771 (888-Rogers-1) and speak with Tech Support directly.  They should be able to provide you with a status update.  If you can't get any answers, ask to speak with a manager.

Re: Rogers Ignite TV Installation/Experiences/Questions

Bplayer
I'm a Trusted Contributor

@dulewis wrote:

Looking for advice. Had ignitetv installed Sept 06 and as of today (Sept 11) home phone hasn't worked since and missing quite a few channels. .....Here's our current setup, rogers CGM4141COM gateway(wifi off/ bridge mode off) wired to a tplink Gigabit switch. 4 tv boxes, tplink wifi router, Synology NAS, printer and various others wired to switch. Wifi works flawlessly and TV is impressive but I'd like to get this resolved 


This is a non-standard configuration. Did you convert to this after a standard setup, and was the phone originally working before the conversion? The install tech should not have left or as classified the installation complete until the phone was working. Missing some channels is a more obscure issue and could easily have been missed.

 

If you search through this forum you should find some posts that specify how everything needs to be configured for it to work correctly together. You can either wait for Rogers to fix (and they may say you have a non-standard setup), or you can try and resolve on your own. I would go back to a basic standard config, confirm that everything is working, and then reapply to config changes to try and identify where the problem might be (it is most likely in your setup and not at the Rogers end).

Re: Rogers Ignite TV Installation/Experiences/Questions

-G-
Resident Expert
Resident Expert

@Bplayer wrote:

@dulewis wrote:

Looking for advice. Had ignitetv installed Sept 06 and as of today (Sept 11) home phone hasn't worked since and missing quite a few channels. .....Here's our current setup, rogers CGM4141COM gateway(wifi off/ bridge mode off) wired to a tplink Gigabit switch. 4 tv boxes, tplink wifi router, Synology NAS, printer and various others wired to switch. Wifi works flawlessly and TV is impressive but I'd like to get this resolved 


This is a non-standard configuration. Did you convert to this after a standard setup, and was the phone originally working before the conversion? The install tech should not have left or as classified the installation complete until the phone was working. Missing some channels is a more obscure issue and could easily have been missed.


If I'm reading the original post correctly, the setup actually should be supportable.  The XB6 is in gateway mode and the Xi6 set-top boxes are connected through a switch.  It looks like the TP-Link router is only being used for Wi-Fi connectivity for other devices.  (I, personally, would put that router into "AP mode" (if that option is supported by the firmware) or configure it as an access point but if that configuration is working, I'd leave it as-is for now.)

 

No part of that setup should interfere with the XB6's internal VoIP ATA, so the telephone service should be working.  @dulewis  did not provide any details about what was/was not working when the tech left.  For all we know, there could have been problems with porting an existing phone number.  Regardless, the Ignite phone service should be operational and if it is not, Rogers should be able to provide a status update as to where things currently stand.

Re: Rogers Ignite TV Installation/Experiences/Questions

dulewis
I've Been Here Awhile

should have posted on here earlier as it has been addressed, phone now works and i assume the flex channels take a little while to change over so we'll be patient with that.

fyi, nothing was changed since the tech was here. I forgot to check the phone line before he left. When he arrived he did his wifi tests throughout the house and said he couldn't match the speed or coverage i had so he just disabled the wifi on the rogers gateway and left everything else as it was. Seemed to be a pretty slick install overall 

Re: Rogers Ignite TV Installation/Experiences/Questions

My TV is IR, my soundbar is IR and current Nextbox is IR. My now unused DVD player was IR. My Harmony works great and I have their app installed on my phone. I have no idea why Rogers introduced a RF device in an IR world.

Re: Rogers Ignite TV Installation/Experiences/Questions


@MichaelYaffe wrote:
My TV is IR, my soundbar is IR and current Nextbox is IR. My now unused DVD player was IR. My Harmony works great and I have their app installed on my phone. I have no idea why Rogers introduced a RF device in an IR world.

I'm pretty sure that the Xi6 set-top box is still IR-capable.  The XR11 remote uses a paired RF link for Voice Control and to eliminate the need to point the remote at the set-top box.

Re: Rogers Ignite TV Installation/Experiences/Questions


@MichaelYaffe wrote:
My TV is IR, my soundbar is IR and current Nextbox is IR. My now unused DVD player was IR. My Harmony works great and I have their app installed on my phone. I have no idea why Rogers introduced a RF device in an IR world.

There are several threads regarding using the Harmony remote with Ignite. It works just fine when properly programmed. I believe you designate it as a Comcast X1, or Xfinity, and Model as X1....

 

https://communityforums.rogers.com/t5/Ignite-TV/Harmony-Remote-and-Ignite/td-p/432816/page/4



Re: Rogers Ignite TV Installation/Experiences/Questions

lsheen6212
I Plan to Stick Around

I really can't figure out how Rogers can attempt to make people pay for this. The list of problems is a direct match for the list of features. Combined with ignite wifi it's the worst tech product on the market. Support is non existent. Ignite doesn't work while all other apps using the internet work. To fully list all the problems would take months and nothing has changed since I made the mistake of changing to it. If Rogers had any pride they would drop this horrible product. The best is when it doesn't work out is flippant about it. I had a contact in the president office but even he has given up. I spent hours today talking to support management and realize that they have no plan to fix things.
Well that doesn't seem to have gone as planned. Their words not mine.

Re: Rogers Ignite TV Installation/Experiences/Questions

Bplayer
I'm a Trusted Contributor

@lsheen6212 wrote:

I really can't figure out how Rogers can attempt to make people pay for this. The list of problems is a direct match for the list of features. Combined with ignite wifi it's the worst tech product on the market. Support is non existent. Ignite doesn't work while all other apps using the internet work. To fully list all the problems would take months and nothing has changed since I made the mistake of changing to it.


@lsheen6212: If you are really into figuring out how thing work then try and explain why it is functioning normally for many users. Could you also provide a reference to a list of all the tech products on the market with the reviews that Ignite is at the bottom of the list?

No this is not a serious request, but trying to balance you post. Is the product perfect or completely trouble free? No, but experience suggests that either there a setup/environmental issue or a fixable technical problem. If the problem was widespread this forum would be jammed with user complaints.

 I have not looked back in the forum, but have you posted details of your issues? Maybe this forum can provide some assistance. Whatever the situation I hope you get it resolved.

Re: Rogers Ignite TV Installation/Experiences/Questions

slick1
I Plan to Stick Around

I can relate to your pain.  My first 4 months of Ignite was pure . !  I talked with many, inside and outside of Rogers with little success.  They usually like to blame the strength of the Wifi signals but in my case I even had problems with a hardwired TV.  Then low and behold all of a sudden most of my problems were gone without a service person in my house nor any change to any equipment in my home.  That pretty much shows that the problems are remote from your home at their end.  Never did hear a word on what the solution was.  What really hurt was when Rogers dropped their price a few months after my . install and didn't tell me.  I happened to notice the price drop while surfing the net looking for solutions to my problems.  When I called about the price drop they gave me the new price and told me they would not inform me of it, as it was up to me to call them.  I wouldn't say that that is the best business practice for customer loyalty.  With all that said, my system has been working pretty good for 6 months.  It is a pretty good system when it works.  Roger understands marketing and business planning but sucks when it comes to implementation.  If Rogers initially installed what I have today, I probably would be one of their best salesman, however considering what I went through during the first 4 months I will always have a bitter taste towards Rogers for many years.  What a shame !

Re: Rogers Ignite TV Installation/Experiences/Questions

Babylegs1
I Plan to Stick Around
I’ve had my ignite tv since Dec 2018
I run 4 TVs, have a gamer in the house and all of us use wifi on our cell phones, not one issue for us

Re: Rogers Ignite TV Installation/Experiences/Questions

Paula241
I've Been Here Awhile

Good afternoon


I am not at all happy with the service.  If every new customer with Roger's ignite had my experience with it, you would not have any customers.  It started with my first call from the concierge, Linda. The order was for only ignite tv with 1 box . I have been a customer for over 30 years. When I spoke to tina at sales, I ordered the bundle (with the home phone) and an extra box.l have had a phone with Roger's for decades. I want to keep this phone for access for my elderly family. 

When the technician arrived he spoke to your head office and was told that he could hook up one box. Close the order, then reopen and place an order for the second box. That did not happen . My account is stuck in limbo. Now I have one tv and internet,  but no second tv and no phone. I have made a couple of calls to Roger's, but I can not be given an eta for a resolve. A flyer from bell was dropped off in my mailbox.  I am seriously pondering this.  If Roger's cannot make good for this inconvenience and total unprofessional situation,  I will not want to remain with Rogers. 


Re: Rogers Ignite TV Installation/Experiences/Questions

@Paula241 the new ignite TV service is an all in one service, where a single modem replaces all of the previous modem in the house, and they would have included the internet modem, any nextboxes which are modems unto themselves, and the Home Phone modem.  The new XB6 modem replaces all three, and the Home Phone service is shifted over to and thru the new modem.  I don't know if there was any misinterpretation in the process, but, although you would still retain the Home Phone service, with your current phone number, that Home Phone service would run thru the new modem.  

 

Now, just to point this out, the previous standalone Home Phone modem had a battery backup.  Not sure how long it would last, perhaps a few hours?  With the new service running thru the XB6 modem, if the house power goes out, there is no phone service unless you happen to have your own backup battery running the XB6 modem, specifically a Uninterruptible Power Supply.  

 

Bell has the same issue, when they replaced an older generation phone with a new modem, where the older generation equipment was powered from Bells central offices.  This is part of a much larger issue of technology changing from running a central office connected via copper telephone lines, to hybrid fibre / copper systems, where the customer equipment simply doesn't function like their previous equipment.  In this case, Bells systems were powered from the central office and would remain connected and running during a power outage, as would Rogers Home Phone with its backup battery.  That just isn't happening now.  

 

As for the Bell flyer, be aware of what you might be seeing in the flyer.  Bell plays rather loosely with the term "fibe".  That could mean a fibre optic service, or it could mean a service which runs on the old copper telephone lines.  For the Fibe service that runs over the copper telephone lines, your maximum internet data rate is dependant on the distance from the local neighbourhood telephone connection point.  That usually maxes out around 50 Mb/s if your very close.  In my neighbourhood, Bell offers 5 Mb/s down, 800kbits/s up.  That's the result of running a service over the old telephone lines.   Swap that for real fibre and you could conceivably run 1.5 Gb/s down, 900 Mb/s up.  So, if you decide to look at Bell's service in your area, be very deliberate in your questions to any Bell sales rep.  The maximum offered data rate should tell you right away as to which service Bell is really offering in your area, old generation telephone line based service, or new generation fibre optic service which still needs a battery backup to run during a power outage.

 

Hope this helps.



Re: Rogers Ignite TV Installation/Experiences/Questions

Paula241
I've Been Here Awhile
THIS DOES NOT HELP AT ALL.!! ONLY 1 out of 3 tv s are working. I stare at white screens when I turn on the inoperable TVs. Mg home phone does not work at all. I was told by head office that someone would contact me. That was yesterday at 230 pm. Almost 24hrs. I was put first on the list. Blantent lie. I have received no contact at all, except for you. I don't know if you even work for Roger's. Not Impressed at all

Re: Rogers Ignite TV Installation/Experiences/Questions

Nope, definitely don't work for Rogers, just a site volunteer.  You need one of the moderators or other Rogers staff member to contact you 😞



Re: Rogers Ignite TV Installation/Experiences/Questions

-G-
Resident Expert
Resident Expert

@Datalink wrote:

Nope, definitely don't work for Rogers, just a site volunteer.  You need one of the moderators or other Rogers staff member to contact you 😞


@Paula241  ... or you can also contact the Rogers team online by sending a Private Message to @CommunityHelps 

 

Regarding your Home Phone, I'm really surprised that they would deactivate your existing Rogers phone service without moving it to the Ignite service.  Did the installation tech plug anything into the telephone jacks located on back side of the new Ignite TV modem?

Re: Rogers Ignite TV Installation/Experiences/Questions

Paula241
I've Been Here Awhile
No he did not, but showed me how. We were waiting for a new order to be opened, so that he could hook up the second box and the home phone (sales did not initially input the correct order). He was speaking with someone at h/o who told him to keep checking for the initial order to close so a second order could be opened. It did not happen so it was left in my hands. After several calls I was told my order got paused and could take up to 7 days to resolve. Unacceptable.