Ignite TV Internet - Google devices connection issues

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Resident Expert
Resident Expert
Posts: 14,251

Re: Ignite TV Internet - Google devices connection issues

As myself being a tech support person (for another company), being able and know how to support EVERY internet connected device.. will never happen.  There is no way they can know how to do all of them.
(Basics maybe, yes, but not all details).

The techs out to the house, even more so, are techs for setting up the MODEMS and TV boxes, and often dont know a lot about computers network setup, etc.  Its not part of their job.

I have talked to others, that have used the chromecast with Ignite just fine.

I am wondering if its more of a SIGNAL issue.  That the chromecast is not picking up a good enough signal, or that there is interference with it. 



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I've Been Here Awhile
Posts: 3

Re: Ignite TV Internet - Google devices connection issues

After hours on the phone with support I have given up. Google recommended trying some settings which even support wasn't able to access.
I fixed the problem by bridging through the Rogers modem and setting up my own router.
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I Plan to Stick Around
Posts: 26

Re: Ignite TV Internet - Google devices connection issues

we got ignite tv, internet and the wifi hub yesterday, and it’s been nothing but a headache to get setup correctly. The worst has been my 2 chromecasts, the hub absolutely refuses to recognize them. I’ve reset both chromecast, reset the wifi hub, changed the connection name to use -5G at the end. Nothing works. They are both first gen chromecast devices and worked flawlessly with my other modem. Has anyone else had a similar issue, or even better has anyone found a solution I’m really frustrated after 5 hours of troubleshooting and constantly hitting a brick wall so any help would be appreciated.

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Moderator
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Posts: 1,861

Re: Ignite TV Internet - Google devices connection issues

Hello, @Dire.

 

I appreciate your patience with the first-gen Chromecast setup. It can only connect to a 2.4GHz network. At times such devices may encounter difficulties connecting when band steering is in use. 

 

By default, the band steering is enabled on XB6 modems. It's required so all the set-top boxes and devices automatically connect to the best band/network either to 2.4GHz or 5GHz based on device capabilities, signal strength and congestion.

 

If you have changed the name of the 5GHz network, please revert it so both the 2.4GHz and 5GHz have the same name. 

 

I suggest trying the following steps:

 

You can also check the Chromcast firmware version and update it if required. 

 

Please make sure you to enable back the 5GHz network after setting up Chromecast.

 

If still help is required, you may want to check out Chromecast Community

 

Cheers,

RogersMoin

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I've Been Around
Posts: 1

Re: Ignite TV Internet - Google devices connection issues

We have exact same issue when we switched from Bell to Ignite. All google devices will not connect. We trouble shooted and call tech support. Totally useless.
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Moderator
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Posts: 470

Re: Ignite TV Internet - Google devices connection issues

Hey @duck!

 

Sorry to hear you weren't able to get assistance through support! I can understand wanting to get your Google devices up and running as soon as possible. Assuming you're still having the issue, we'd be happy to assist!

 

Can you confirm for us:

  • What Google devices you're unable to connect
  • What modem you're currently using
  • What troubleshooting steps you've attempted thus far from this thread

Thanks!

 

@RogersAndy

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Resident Expert
Resident Expert
Posts: 1,492

Re: Ignite TV Internet - Google devices connection issues

@RogersAndy  Can you check to see whether we currently have "AP Isolation" enabled on the XB6 as part of our default provisioning?  If so, that would explain many of the Wi-Fi connectivity issues that users are reporting.  I can't test this myself because I connect to Wi-Fi through an external mesh network.



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Posts: 470

Re: Ignite TV Internet - Google devices connection issues

Hey -G-! 

 

The XB6A/T modem's to my knowledge are not set with AP Isolation (Guest Mode) enabled by default.

 

Though I'm not entirely certain what's causing the connectivity concern for those impacted here, it is something I'm looking into. Given that it seems to be a relatively rare occurrence, I'm interested to know if the troubleshooting steps provided are able to resolve the issue for those affected.

 

@RogersAndy

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Resident Expert
Resident Expert
Posts: 1,492

Re: Ignite TV Internet - Google devices connection issues

@RogersAndy  Thanks.  This is a REALLY weird problem.

 

I found some interesting articles where users in corporate network environments were also having problems connecting their Chromecasts to enterprise-grade Wi-Fi networks that had Band Steering enabled.  (Basically, the problem was that the Chromecast was trying to connect to the AP at 2.4 GHz (including 5GHz-capable clients) but due to the band-steering logic, the AP was not responding to the auth request and the device could never connect.)  It primarily affected first-time connections and attempts to connect after performing a factory reset.  A workaround was to first connect the Chromecast to a completely different Access Point (with the same SSID/passphrase) but with Band Steering disabled/no radio preference, after which the Chromecast would be able to reconnect to other Wi-Fi access points elsewhere in the organization without issue.

 

Disabling Band Steering on the XB6 should allow the Chromecast to connect.  However, if it still refuses to... if you happen to have another Wi-Fi router, you could try to set it up with the same SSID and passphrase as the XB6 and then try to connect the Chromecast to that router.  If that works, see if the Chromecast will now connect to the XB6.  Obviously, this will have to be done with great care because the router and XB6's Wi-Fi networks would be in conflict with one another but it still might be worth trying if absolutely nothing else will work.