Ditto. My experience in the telecom industry is dated from the 70's into the 2010's. I agree that the basic principles of operation remain, albeit the design and technology have advanced. While no human-made product is perfect, it behooves suppliers to perform comprehensive verification and certification before their products, goods and services are made generally available and charged. Even in this age of agility, Quality of Service is still #1. The consequence affects Customer loyalty and retention.
As Bplayer indicated, I also thought that there may be capacity performance issues, particularly at the backend. But with seasoned service providers like Rogers, I'd expect they have technical experts monitoring those servers, observing the peaks and valleys of demand, and managing the provisioning accordingly. Thus, I'd expect that Rogers to proactively scale their resources accordingly.
However, it would be prudent to take a more holistic approach to check the overall system end-to-end; i.e., between the Rogers backend ops and the Customers. I would expect a "complex web" of components that are woven to deliver the Ignite service: media/streaming servers, local network infrastructure at the Rogers backend, broad network infrastructure from Rogers through its distribution network to the boxes in the 'hood, then to the demarc at the Customer premise, and further on to the modem/router and the TV set top boxes. The bottom line is that the system is as strong as its weakest link.
If, indeed, Rogers is managing their backend ops well, then there could be weak links from there out to us the Customers. When it comes to lags as experienced by many of us, there could be different factors. The delay in delivering video and/or audio signals from Rogers at the backend to us Customers in the frontend could be affected by the speed of the connection. Personally, upgrading from 150mbps to 500mbps has improved the receipt of video and audio signals to my premise. Note the recent reduction in pricing of Rogers' various bundles.
Alas, once data hits the Arris modem/router on the Customer premise then the router has to transmit the signals @ 5GHz to the TV set top boxes. Some of us in this forum have contacted our Concierge (my experience has been relatively positive so far but I have only been an Ignite Customer for a couple months) and were recommended to upgrade our on-premise configuration with the EERO mesh product. Essentially, this chargeable add-on replaces the routing capability of the Arris modem/router as well as acts an a Wi-Fi extender to communicate with the set top boxes and other Wi-Fi devices on the Customer premise. Some of you who went this route may have enabled bridging on the Arris modem/router (10.x.x.x) to pass the routing function to the EERO hub (192.168.x.x) and turned off Wi-Fi on the Arris modem/router. Hence, the Arris modem/router becomes a "dumb" modem. Others who have not bridged the Arris modem/router with the EERO hub, then the Arris continues to perform routing (on the 10.x.x.x LAN). Note that if both the Arris and the EERO accept Wi-Fi signals, then the TV set top boxes could flip between these hubs (10.x.x.x and 192.168.x.x LANs).
The moral of this story (i.e., to install the EERO) is that the Arris device may be a weak link in the end-to-end architecture. So if the EERO does resolve the service issues (e.g., lags, freezes) then it should be an integral component of the bundle. Since the bundle includes the first set top box at no charge (subsequent TV boxes @ $5.00 per month), perhaps the bundle should include the EERO hub ($5.99 per month) at no charge instead. NB: I am not yet convinced the EERO mesh is a solution for our problems.
On the other hand, perhaps Rogers should provide a more powerful and capable modem/router than the current Arris device. Ideally, similar to other ISPs, Rogers should deploy a modem/router that has the EERO smarts and also supports more than 2 RJ-45 ports; e.g., HUB 3000.
WARNING: The above comments are my personal thoughts.
