Ignite TV - Connection Issues

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I Plan to Stick Around
Posts: 22

Re: Ignite TV - Connection Issues

I only have landline phone from Bell.

 

As I understand....I can simply run a standard phone cable (rj11) from the Ingite modem to any existing phone jack and all my phone jacks throughout my home will work

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Re: Ignite TV - Connection Issues


@sadchel wrote:

As I understand....I can simply run a standard phone cable (rj11) from the Ingite modem to any existing phone jack and all my phone jacks throughout my home will work


Yes, that should work fine, so long as the inside wiring is good/to-spec and you do not have a wired home alarm system... and, of course, that the incoming Bell service has been completely disconnected inside your home.

 

Edit: Also, if you should run into any issues, you can buy an inexpensive phone line tester to confirm that the incoming Bell line has been disconnected and that everything is "to spec" at each jack after your Ignite phone service is installed.



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Re: Ignite TV - Connection Issues

Will the Roger tech disconnect the Bell line from outside the house at Bell's entry box point or disconnect the line inside my house at the my 'distribution' junction box point where all my jacks are wired from?  

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Re: Ignite TV - Connection Issues

The Rogers tech will NOT touch the Bell NID outside your house, nor is he permitted to do so. Once your Bell Line is confirmed Dead, No battery or Dial tone from Bell, he may simply connect the Phone cable from the Ignite Gateway Modem to the Closest RJ11 Telephone jack, and it will distribute dialtone to all the jacks in your house. Some newer homes have a modular RJ11 Demarcation point, it seperates Bell Service from the Inside wiring, if you have this, simply unplug it, most of the time they write your Telephone number on the jack to identify such. Older homes may not have this and the bell wires are punched down to the 66 block. as long as the wired landlines in your house have dead air and/or a message on the screen that says "check line chord" then you know bell disconnected the line properly, otherwise its not recommended to tinker around with those wires if you do not understand


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Re: Ignite TV - Connection Issues


@sadchel wrote:

Will the Roger tech disconnect the Bell line from outside the house at Bell's entry box point or disconnect the line inside my house at the my 'distribution' junction box point where all my jacks are wired from?  


The Rogers tech should (and must) perform the disconnection inside your home.  The Bell box outside your home (called a NID) is Bell territory and the Rogers tech can't touch this.  You also want to make sure that the Bell line can't get reconnected again from the outside, so that's yet another reason to perform the disconnection inside.

 

Edit: According to this, the NID is not exclusively Bell territory but I would still want the tech to disconnect the Bell line inside.



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Re: Ignite TV - Connection Issues

Older house.  Phone system lines were installed 40 or so yrs ago. Outside line runs into a spot in my furnace room and then phone lines run out from that to all my jacks throughout the house. Best play is let Rogers tech figure it out.

 

Thanks for your help!

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I've Been Here Awhile
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Re: Ignite TV - Connection Issues

Rogers Ignite internet goes down once ignite tv is turned on

 

Each day while I'm surfing the web and playing games the internet will either drop to 0.02mbps or simply not be able to connect.

This occurs whenever one of the two ignite tv are turned on. The current solution that I have to my problem is to unplug the ignite modem. Wait for a minute until the tv is turned off due to lose of buffering and plug the modem back in.

Obviously this this quite annoying. I've reached out to rogers twice before and they suggest simply changed the tv modems out with each other. That worked for a day. The second time they sent a tech and said that the problem was on the street.

Would like to figure this out so I can surf and others can watch tv without a 10 minute pause.

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Re: Ignite TV - Connection Issues


@CoreNeill wrote:

Rogers Ignite internet goes down once ignite tv is turned on


Hi, and welcome to the Community!

 

Each day while I'm surfing the web and playing games the internet will either drop to 0.02mbps or simply not be able to connect.  This occurs whenever one of the two ignite tv are turned on.


That's not good but should be fixable, and I sincerely hope that we can help you to get this issue resolved.

 

Just so that I am clear, are saying that normally your Wi-Fi and Internet are fast but as soon as you turn the TV on, it REALLY slows down?

 

Do you have good WiFi coverage in all areas of your home or do you have some rooms where your WiFi connectivity is very poor and very slow?

 

Is is only one particular TV that slows everything down or will turning either TV on slow down your web surfing and game play?  When you turn the TV on, try tuning to a CP24.  Is the picture and text smooth and clear or is the picture quality poor?  Do you get any audio or video drop-outs?

 

Where is your Ignite gateway (the Internet modem) located in your house, where are the TVs located, and your computer?  Do you have Pods installed to expand the WiFi coverage in your home?  What is the quality of the WiFi connection on your set-top boxes?  (Press the Rogers (menu) button, select the "gear" to go into Settings, then go to Device Settings , Network)  It should say that you WiFi signal strength is either good or excellent.  If the signal is either weak or poor, this will need to be fixed.

 

This occurs whenever one of the two ignite tv are turned on. The current solution that I have to my problem is to unplug the ignite modem. Wait for a minute until the tv is turned off due to lose of buffering and plug the modem back in.


Rather than the power-cycling the modem, what happens when you unplug the power adapter from the back of the Ignite set-top box?  Does WiFi immediately speed up on the device that you were using for web surfing?

 

Obviously this this quite annoying. I've reached out to rogers twice before and they suggest simply changed the tv modems out with each other. That worked for a day.


I totally sympathize with your situation.  When you say the "tv modems", I presume that you are referring to the set-top boxes that are connected to your TVs.  Is that correct?

 

Did Rogers actually replace the set-top boxes with new ones or do you still have the same set-top boxes but the tech simply switched the TVs that they were connected to?

 

The second time they sent a tech and said that the problem was on the street.


I suppose it's possible but that doesn't necessarily explain why turning on a set-top box would suddenly slow down your Internet connection.  When a set-top box is streaming a high definition channel, it's only using 10 Mb/s of bandwidth at most.  Even if you only have a 150 Mb/s service (like I do as well) that's only a small percentage of your available bandwidth.

 

Did this technician say anything about what the problem was or how much time and effort it would take to fix?  Did they have to escalate this problem to maintenance?

 

If you go to http://10.0.0.1/ and log into your Ignite XB6 modem/gateway, go to "Gateway > Connection > Rogers Network" and scroll to the bottom of that page, and look at the number of "Uncorrectable Codewords" in all the columns of the "CM Error Codewords" table, do see a lot of uncorrectable errors (hundreds/thousands/tens of thousands) or just a few in each column?  (Check these stats after the modem has been running for quite a while, ideally several days.)

 

If you then go to "Troubleshooting > Logs" and display the "Event Logs" for the Last week, do you see many errors, especially critical errors?

 

Would like to figure this out so I can surf and others can watch tv without a 10 minute pause.


I have three set-top boxes and several other devices active on the network, connected by both (wired) Ethernet and WiFi, with no issues.  ALL of my WiFi devices have connections that the set-top box would describe as "excellent" or better.  My Internet speed tests measure 190 - 200 Mb/s, measures with different speed test services.

 

In order to get all of your services working well, your in-home WiFi needs to be stable, your Internet connection needs to work well, and you need to have good WiFi coverage throughout your home.  If you have even a few devices with slow/weak WiFi connections but are very active on the network, that can severely degrade your WiFi performance and cause problems for other devices, even for those that are only a few feet away from the Ignite WiFi modem/gateway.

 

When a WiFi client device connects to the network, it needs not only a strong signal but the data rate on the connection needs to be fast.  If you have a set-top box with defective hardware, it can see a strong signal from the WiFi gateway but the speed of the connection can be slow and erratic, which can also destabilize your WiFi.

 

Hopefully the Rogers techs can verify that your in-home WiFi is stable, that you are using WiFi channels that don't conflict with those that your neighbours are using, that your Internet connection is reliable and as error free as possible, and that you are getting the Internet speeds that you are paying for.  Once everything is in good shape, you should finally be able to enjoy high-quality Internet and TV services.

 

Best of luck with getting these issues resolved!



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Re: Ignite TV - Connection Issues

Normally the Wi-Fi and internet are top speeds in which i'm paying for, but once a TV is turned on it slows down to anywhere from .02Mbps to 3.0Mbps

 

The WiFi coverage is fantastic, full connection bars on everything and anything that is connected to it.

It always seems to be the one TV that is hardwired into the modem. Which is right beside the said modem. TV quailty is good once the tv is turned on so there is no issue there. No audio or video drops.

The Ignite gateway is located on the main floor which is, if i could go through the ceiling, 10 feet away from the computer that I am using in the basement. The second tv is also in the basement which is 2 more feet away from this computer. No pods have been installed to expand the WiFi since the modem itself has great range. The connection on the TV in the basement is excellent.

 

I haven't tried disconnecting the actual TV box, only ever done the Getaway modem.

 

I still have the original 2 Set-top boxes that i received when we first switched over to Ignite. I only changed places with each other to see if the issue was the said TV box.

 

I'm seeing 373017 Uncorrectable Codewords in the EM Error Codewords.

 

The only thing i'm seeing from the Event logs are Harvester StartRadioTrafficeHarvesting. 

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Re: Ignite TV - Connection Issues

I spent hours last fall 2019 when I switched to ignite.  They kept telling us it was our HDMI cables (all new) or our tv also new.  Never had a problem for years with our cable.  They sent 3 technicians.  This went on for 2 months.  None of them could figure it out.  They finally sent me a new receiver.  Fixed the problem immediately.  Now having problems again.  They are sending another box.  Ridiculous