General Troubleshooting Tips That do not Require a Visit From a Rogers Technician.

[RogersTony]

We understand that this is a challenging time for everyone. Staying connected is important, now more than ever. With recent changes to how we handle our service calls, we wanted to give you some useful tips to help diagnose and resolve common issues. A lot of this information can be found on our new self-serve hub at www.rogers.com/support.

Here’s a list of things you can try depending on which product or service you have with us:

Internet

• Reboot your internet modem by unplugging the power cord from the electrical outlet, then plugging it back in.
• Twist the coaxial cable clockwise and ensure the connection is tight.
• Do a full reset by unplugging the power cord and the coaxial cable on both ends. Wait 1 minute, then reconnect the coaxial cable – first at the outlet, then at the back of the modem. Plug the power cord back in only once the coaxial cable is tight on both ends.
• Reset your modem to factory settings. Find the exact steps for your model by going to Factory Reset your modem.
• Optimize your Wi-Fi network. Find out how to do that by going to Optimize your Wi-Fi Networks.

Ignite TV

• Reboot your internet modem by unplugging the power cord from the electrical outlet, then plugging it back in. If you can’t reach your power cord you can find out how by going to How to Restart or Reset the Ignite Wi-Fi Gateway Modem.
• Twist the coaxial cable clockwise and ensure the connection is tight.
• Do a full reset by unplugging the power cord and the coaxial cable on both ends. Wait 1 minute, then reconnect the coaxial cable – first at the outlet, then at the back of the modem. Plug the power cord back in only once the coaxial cable is tight on both ends.
• Reboot your set-top box by unplugging the power cord from the electrical outlet, then plugging it back in. Alternatively, you can press the “A” button on your voice remote and select “Restart”.
• Optimize your Wi-Fi network. Find out how to do that by going to Optimize your Wi-Fi Networks.
• Replace your HDMI cable.

TV

• Reboot your set-top box by unplugging the power cord from the electrical outlet, then plugging it back in. You can find detailed steps by going to How do I reset my Digital Cable Box?
• Twist the coaxial cable clockwise and ensure the connection is tight.
• Do a full reset by unplugging the power cord and the coaxial cable on both ends. Wait 1 minute, then reconnect the coaxial cable – first at the outlet, then at the back of the set-top box. Plug the power cord back in only once the coaxial cable is tight on both ends.
• Replace your HDMI cable

Home Phone

• Reboot home phone modem. Find out how to do that by going to Reboot Home Phone Modem.
• To fix, inside wiring issues, connect your phone directly to the Rogers home phone modem using the RJ11 phone cord. If you’re using a cordless phone, please make sure to also connect the power cord to the main base as it needs power to work.

Smart Home Monitoring

• Reboot your touchscreen. Start by tapping on Settings on your touchscreen. Enter your master code, then tap on Advanced settings > Reboot Touchscreen.

If you’re still experiencing issues after trying these steps, reach out to us through any of the available technical support channels on our Contact Us page.

Have you checked out our new self-serve hub at www.rogers.com/support? Find all the information needed to manage your account and services online, 24/7, including troubleshooting tips, answers to most frequently asked questions, video tutorials and more.