Ignite Internet Cuts out EXACTLY Once Per Night!!

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RogersZia
Moderator
Moderator
Posts: 1,405

Re: Ignite Internet Cuts out EXACTLY Once Per Night!!

Hello and welcome to the Rogers Community Forums @Leewolfia,

 

I can imagine how inconvenient interrupted service can be. How long have you had this issue for? Have you had a chance to speak to tech support about this?

 

We may need to take a look at this on our end. Please send us a PM @CommunityHelps so we can gather your information and get started.

 

If you are not familiar with our Private Messaging system please Click Here.

 

 

 

RogersZia

 

cynthiageorgas
I've Been Around
Posts: 1

Re: Ignite Internet Cuts out EXACTLY Once Per Night!!

Mine does the same thing every night at midnight! So annoying.. They say the same thing, that everything is ok on their end. Don't know how to stop this..
Gdkitty
Resident Expert
Resident Expert
Posts: 14,340

Re: Ignite Internet Cuts out EXACTLY Once Per Night!!

Does everything cut out? (TV and internet?)
Or just the TV.

 

It may be that the TV is doing its nightly update?



-G-
Resident Expert
Resident Expert
Posts: 2,482

Re: Ignite Internet Cuts out EXACTLY Once Per Night!!


@cynthiageorgas wrote:
Mine does the same thing every night at midnight! So annoying.. They say the same thing, that everything is ok on their end. Don't know how to stop this..

I can't think of anything on Rogers' side that could be causing it.  The Ignite TV set-top boxes get Guide-related updates all the time but that should not be disruptive or even noticeable.  Daily Updates, which may require a reboot, normally take place between 02:00 and 04:00, and that can be changed in "Settings / Preferences / General / Daily Update Time".  The set-top box also displays a pop-up dialog when an update requires a reboot, and gives you the option to either update immediately, Skip the update, or change the Daily Update Time.

 

On the Internet side, modem firmware updates (followed by a reboot) seem to happen (for me) at around 04:30, but certainly would not happen every day.

 

If your modem momentarily lost sync, that should show up in the error log.  (Log into the XB6 gateway, go to "Troubleshooting > Logs", and display the Event Logs  for the Last week,

 

Are you sure that you don't have a computer (or other device) kicking off a cloud backup (or doing something else intensive or disruptive on the network) that is scheduled to occur every day at a very specific time?



Jschiff
I've Been Around
Posts: 1

Re: IgniIte Internet Cuts out EXACTLY Once Per Night!!

Same issue. My internet goes down everynight without fail in the evening.

It's ridiculous.

 

and every time I try to call in I wait on hold forever before I give up and hang up.

 

Sincerely,

 

Frustrated customer

-G-
Resident Expert
Resident Expert
Posts: 2,482

Re: IgniIte Internet Cuts out EXACTLY Once Per Night!!


@Jschiff wrote:

Same issue. My internet goes down everynight without fail in the evening.

It's ridiculous.

 

and every time I try to call in I wait on hold forever before I give up and hang up.


Does it happen at the same every day?  Do you lose Wi-Fi, with your mobile phone switching to cellular data and not seeing any Wi-Fi network to reconnect to?  Do the status LEDs on top of the Ignite modem flash/change color indicating that the Internet connection itself dropped?

 

Rather than calling into support, I would send a private message to @CommunityHelps .  Be sure to note the exact time that you lost connectivity.



Pete3416
I've Been Around
Posts: 1

Re: Ignite Internet Cuts out EXACTLY Once Per Night!!

I have similar problem, it seems to cut out at the same time everyday (around 9:50am) for about a few minutes. I am working from home and my online meeting are always affected at that time. It seems to be scheduled to check for something. Can this schedule be changed so I don't get affected during work hours. It can reset all it wants and check for updates when I am asleep. Ignite seemed to have reset something at some point because my home phone answering machine was defaulted to Rogers voicemail which I had set that so it wouldn't. When updates are sent, is Rogers setting everything to default to test my patience?

RogersMoin
Moderator
Moderator
Posts: 2,010

Re: Ignite Internet Cuts out EXACTLY Once Per Night!!

Hello, @Pete3416.

 

Thank you for joining this thread, and welcome to Rogers Community Forums!

 

The Internet going offline in the day time at the same time is puzzling. The modem should not receive updates during the day time. Please answer the following:

  • Did you notice the light pattern on the modem when this happens? 
  • Is the modem rebooting itself?
  • Are you losing the Internet on both wired and wireless devices?
  • Is the TV functional during this interruption?
  • Are you using your own router?

I look forward to hearing from you. 

 

Cheers,

RogersMoin