10-30-2023 06:39 PM - last edited on 10-30-2023 06:43 PM by RogersZia
We have 2 tvs and 2 Rogers Ignite boxes. Both have the same problem. When watching Ignite Tv suddenly the screen goes black, no sound, for about 6 seconds, then resumes the program. This happens on both tvs. Checked connections, Cannot resolve this problem. Any suggestions?
***Edited Labels***
03-31-2024 04:58 PM
03-31-2024 05:16 PM
Cf67....not sure who you have contacted, but I would recommend the following sequence;
-call tech support and they will probably want you to reboot modem and boxes , etc. but advise them you want a ticket created and get the ticket number. You will eventually in few days get a text saying they fixed the problem or there has been a delay in fixing it and if not fixed notify tech support and give your ticket number and ask to speak to a manager
- ask one of the moderators who monitor this site to give you assistance...they are usually quick to respond and I found provide more information than then phone front line support.
Have tech support told you it is still a widespread problem....one of the moderators here will have or seem to be able to get that information.
One last resort is to go to the Rogers website or google Rogers unresolved complaint resolution and you can send an email with details of your situation and it goes to the office of the President. However, unless you have tried the things above, it won't go very far.
Hope you get results
03-31-2024 06:03 PM
07-12-2024 11:27 AM - edited 07-12-2024 11:38 AM
I am having the same issue. Have already had a box replaced (model I have is XiT-6). Running the latest firmware based on the posts before.
Technician that came before, left me his number for follow up. Says he will stop by today, so be interested to see what happens.
07-12-2024 11:30 AM
Should also advise my issues occurred on both wired connection and Wifi.
07-28-2024 12:59 PM - edited 07-28-2024 01:26 PM
Here is a possible solution. The way I resolved this issue is by turning off the snapshot capturing on all my ring cameras.
My snapshot captures was set to every three minutes on all three of my ring cameras.
To turn off the snapshot capturing on your ring cameras, go to Dashboard and click on the three dots above the camera screen. Click on device setting. click on snapshot capture and disable it.
07-28-2024 01:27 PM
07-29-2024 08:37 AM
We just got switched to a Xi-One box. Unfortunately, it has not corrected the issue. I have it wired as well, on recommendation from the Technician. They have replaced the outside line as well.
Not really sure what to do now.
07-29-2024 12:09 PM
tupelo
I am no technician but it sounds like it is a firmware issue. You should check what version is on your new box.
If you not up to date contact tech support to get their help in pushing a new one through. My issues were resolved near end of February when Rogers pushed a revised update through.
You may also put a message on here asking for a moderator to provide assistance and guidance.
07-29-2024 12:17 PM
Thanks for the suggestion. What version Firmware are you running? I can check that against mine. I have been in touch with a Moderator as well - excellent to work with.
07-29-2024 12:40 PM
I checked one of my boxes: TX061AEI_6.6p21.s1-Prod-sey
The moderator should be able to give the most up to date version in case I copied some digits incorrectly. I also found all the Moderators very helpful.
07-30-2024 10:47 AM
08-06-2024 07:49 AM - edited 08-06-2024 07:49 AM
I did some more testing, and ordered 2 8K HDMI cables. I was replacing the HDMI to the Rogers Box with a new out of the package HDMI. I bypassed my Denon AVR and connected the Rogers Box direct to the TV and noticed no blackouts.
This pointed to something in the AVR/TV connection. Replaced the HDMI from the AVR to the TV with the 8K cables. Appears to have resolved the issue.