Ignite TV - Several Issues

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
I'm a Reliable Contributor
Posts: 122

Re: Ignite TV - Several Issues

@221Webacons221 

My view as a past executive, not a media company, would be for a senior person to take charge of this situation and to do the following:

- arrange for an initial phone call or letter of apology from the Office of the President with an offer of 6 months of free service as compensation

- a full investigation by the technical department into all the reps that visited you home with the appropriate reprimand and corrective technical/customer service retraining

- a full investigation by the account management department to get your account properly cleaned up

- all the necessary actions to get the service working as advertised within the next couple of days

- a posting here to say the the installation has been properly completed to your satisfaction.

 

If this does not happen I would strongly recommend that you write a concise complaint letter to the Office of the President. This entire situation was unavoidable and extremely poorly handled. There is no excuse for it.

Highlighted
I Plan to Stick Around
Posts: 14

Re: Ignite TV - Several Issues

I switched from Rogers Cable/Homephone at the beginning of the year...based on "more for less" (higher speed, larger capacity, lower price). Soon after the first tech installed the Ignite modem/set top boxes (etc.), I experienced issues (check my previous posts from several months ago). Thinking this was a Wi-Fi connectivity issue, the concierge sent a tech to install the EERO mesh. But the issues (freeze, delay when changing channels, lag between video and audio, pixelization, unreliable PVR/DVR, voicemaill) persisted. Then I sent a message to joe.natale@rci.rogers.com (President/CEO) and told him my customer experiences and the poor service issues. Immediately, a case manager (Executive Response Team/Office of the President) connected with me. Three ppl from the Rogers Field Tech Support came; 1 manager, 2 senior techs. They configured the Ignite setup properly: modem/gateway, EERO hub/extender, 4-port bridge. Refer to my recent post from a few weeks ago which describes the setup. With the Ignite properly set up in my home (customer premise) I still experienced the issues. However, I convinced the case manager that the problems could be at the Rogers backend; e.g., media server. Once RCI upgraded/patched some components and cleared some cache at their backend,  the Ignite service stabilized. Since April, my Ignite service has been very good.

Lessons learned:

* Zoom out and look at the big picture (the forest) and not zoom in and be myopic (the tree ... the wrong tree).

* Consider the various elements from end-to-end: outside the home (e.g., RCI provisioning, external cabling), the cable to the curb and from the box to the demarc at the home, and inside the home (internal wiring).

* Under a root cause analysis, not just scratch the surface and get caught up with symptoms.

* Possible problems @ the customer premise:  Arris modem/gateway (hardware, firmware, settings), set top boxes, coax cable run, HDMI cable connection, (dual freq) Wi-Fi connections to wireless devices, Ethernet RJ45 connections to wired devices, RJ11 connections to phone jacks, etc..

* Possible problems @ the RCI backend: network infrastructure in the RCI data centre, DNS servers, media streaming servers, etc..

* technicians - skills set knowledge, technical education (e.g., head knowledge of IP networking, telephony, wiring, 802.x concepts) and training (e.g., hands-on experience in installation, troubleshooting).

* per Bplayer's post: reach out to Joe Natale.

Highlighted
Resident Expert
Resident Expert
Posts: 2,764

Re: Ignite TV - Several Issues


@221Webacons221 wrote:
I don't know how to prove to you I'm not a troll.  I don't blame you for being skeptical, no one would believe this story, but it can't be made up. 

Hi 221Webacons221,

 

I honestly believe you and the issues you  have been facing,  I really wish I was employed by Rogers Cablesystems and I wish that I was the chosen tech to come out to your house to troubleshoot and resolve your issues.   When I was a Technician back in my early 20's, I would often be hired by individuals for their issues that cable companies like rogers or bell would refuse to touch because it was unsupported or beyond the scope of the service they provide.   Stuff like setting up network printers, running cables, installing phone jacks, fax machines, etc.  so i have a very broad range of knowledge.  I was one of the most respected technicians in my time because my bos would never give me crap for taking extra time to sit down and explain to customers what I did to fix it, and if it cant be fixed why and give them some suggestions, etc.  I find that Todays technicians are just trying to get in and out as quick as possible, and when something does not work, they blame it on your equipment or wiring, its wrong, but its not always their fault, the company they work for puts these limitations on the technicians.

 

If I was your Rogers technician I would do the same troubleshooting I mentioned to you in my posts, and would work with you, and heck, I would even come back after my shift unpaid and make sure your system is working or not.  This is what the real good technicians do, but there is very few of us around, most of the guys in the industry are just either piece work or want to get the heck out of there and finish their shift, some do not even have a passion for telecom, cabling, wires, phones, internet, and its just a job for them, but the good ones study and do their research and read textbooks, study telecommunications standards and even get their certifications every so often.



Highlighted
Resident Expert
Resident Expert
Posts: 1,359

Re: Ignite TV - Several Issues

@Pauly  That is so true.  I've also worked 30+ years in ICT, not as a tech but much of it leading advanced networking and telecom projects.  I've seen average and exceptional techs; good, beautiful and sloppy workmanship.  (I've also been right in the thick of things resolving major outages.)  I have tremendous respect for the techs that know their stuff inside-out and do great work.  Sadly, it's painfully apparent that the under-contract Rogers techs (I can't speak for the ones driving the red vans) lack both the experience and the expertise on the telephony side.  Their skills are pretty basic and it doesn't take much at all for them to get into unfamiliar situations.

 

The install techs are definitely under time pressure.  The guy that did my morning install arrived 2 minutes before my appointment window expired.  You could tell that he was REALLY stressed because his past appointment had run overtime.  The good news is that it was clear that he truly cared and wanted to do a good job, and none of the (recent) Rogers techs that ever came to my house ever left before getting my confirmation that their work was done and that it was okay for them to go.



Highlighted
I'm a Senior Advisor
Posts: 2,154

Re: Ignite TV - Several Issues

@-G-  I am in agreement with you on all your points.

 

Just my two cents, well maybe five, since there are few pennies still in the system.

 

No real solutions, just a comment on the general state of Ignite model of all in one from the Ignite gateway.

 

Technical support for the different options in the service - phone, Internet, Wifi reliability. I won't comment on home security, don't really follow it.

 

An observation - in a recent install from a telephony, tv, internet provider, I was scheduled for seperate times for the Internet side of things and for the phone sides.  Both techs were highly skilled on the telephone side, as their service arrives via phone technology, but the tech who worked on the telephone was incredibly thorough as was the Internet specialist.  Two different skilled trades as they work very differently from each other. there was a glitch that had to be solved due to incomplete communication with the back end staff - they had set the internet up on dry loop and had not completed the port to my ported phone number.  I am a bit responsible for the confusion in that I did not order a home phone originally, so dry loop was ordered, and then I requested a phone service and port and the back end side had missed it.  The tech solved the issue with a test with a good old fashioned but phone to identify the number on the line, and called in and got it changed. 

 

Internet and telephone are not the same beasts when it comes down to it in any system, copper, IP to traditional wired phones from the gateway, ATA like on the past Home Phone system from Rogers, or a VOIP solution.  It appears that in the original install groups and some follow up on site techs, that they may not be well versed in telephony, and also, in my searching, there is little support available for the Ignite model of services on Rogers help support channels on the web.  Some stuff on rebooting gateways, how to turn on band steering, not advice on when it may not work as it is not always the best solution, little on the mesh pods, how to troubleshoot the voice control for TV and some troubleshooting around the TV boxes.

 

Everything else seems to be a lot of dialogue with limited generalizable solutions here on the forum.

 

The state of troubleshooting across the board for the model is still in its infancy, so I suspect that it is a real challenge for both the customer and the support people, in particular when it appears the push right now is get as many people on Ignite as possible and the first emphasis was on the TV box connectivity, limited on the phone.  The support online is still directed at the old Home Phone model and ATA box.

 

So I expect that for the near future, there will be a lot of questions here, lots of calls and chats to support, follow-up techs with mixed results on all channels because the potential issues and stability just is not there yet.

 

It will come, I hope, but keeping pushing, escalating, supporting each other, asking questions, and if need be, move on.  Unfortunately, going back to digital is not an option to go directly from Ignite to Digital.  And even outside the Rogers/Comcast model, others in Canada are moving to Mediakind, which Cogego is targetted to start rollout to current customers this year, and others are following suit, and even Bell has planned to integrate the model into their existing Fibe TV model.  Mediakind was originally a division of Ericsson and they divested them to a standalone company early this year keeping 49% shareholder, so are not the controlling company, but huge influence.

 

I read that Bell inked their deal for change originally with Ericsson over a year ago, so now it is under Mediakind.

 

A whole new model of media, claims to have the largest base of media delivery in the world, and if you look at their website, you will find that it is really a next step revolution.  It never stops.  Kind of dejavue of SA, Cisco, explorer, navigatr, Espial, to now Comcast and the original spinoff from Cisco Technicolor is in this new mix.  Go figure.

 

The next and newest thing keeps coming, and every company is trying to out do the other, but unfortunately, this is all new technology, and so it has huge growing pains that come along with it.

 

My best wishes to all that Rogers gets this whole thing stable and sustainable before the pressure to move to the next iteration of home internet, IOT and everything else connected to that core Internet coming into our homes.

 

No solutions, just an acknowledgement that there are issues and it looks like some are dealing with significant troubleshooting, trial and error and challenges with the new model.

 

Bruce

 

Here's to the future, and a quick solution, I do sincerely hope.

 

Bruce

Highlighted
I'm a Senior Advisor
Posts: 2,154

Re: Ignite TV - Several Issues

@Pauly   I relate to all you say there.  I too did technical support on computers, and networks and managed internal support for an organization.  I hired companies that went that extra mile, even it had to cost me more, they made sure it worked, and if it didn't, they came back and fixed it, or referred me to other supports.

 

I also did it as a tutor to families for their children, and always felt that I had to go that extra mile - in that case, it was their day to day living as a family that was impacted if I got it wrong.  Again, if outside my scope, I assisted them to find alternatives.

 

But I also did a huge amount of "free customer service and support" above and beyond what I got paid for.  I loved what I did, but I agree, I am not sure all are that committed anymore, and due to a piece work model, it is a lot of in and out, move to the next one.  This model exists within many service industries unfortunately, and it is so wonderful when we find the exception.  I got that just recently from a team that installed a door latch set for me 5 years ago.  He was driving by my home after doing a job down the road, a replacement of insulation on garage door and front door.  He knew me from past, so asked how the latch was functioning, and when I said, I had planned to call him because I lost his card, he had his installer do what was necessary, no initial service call charge, as they were already in the area, and he was already paid by the other to do a job, so he charged only for parts and the labour.

 

Things went wrong along the job, and it took far longer than expected, but the installer would not leave until he was satisfied and I was satisfied.  There was something I noticed got missed that night, left a message with the owner, and the installer came by the next day, and finished the missed piece of insulation, and did another adjustment on the door hinges and lock set and told me that although it wasn't perfect, that what I really needed was a new door that has been an issue since the house was built, but this would probably get me a few more years and showed me what to do to deal with adjusting things until we can afford a door.

 

They also fixed insulation on my garage door that was installed 5 years ago, out of warranty, but was never installed properly in the first place.  Educated me on why it needed to be replaced, how to maintain it and how to look for wear and tear to warn me of future replacement I may want to consider when the time comes.

 

So, I recognize exactly what you are talking about.  I have had a couple of installers along the way from Rogers do this, but I also haven't had an installer on site, other than to deal with an outside pedestal connection and signal strength issue, who did replace every connector end to end, outside and inside.  Two techs came, one outside specialist who was working on neighbourhood issue, and a junior tech he called in to double check connections in the house and confirm signal strength across the board.  He called me back to see if I was happy with both their work and gave me his supervisor's name and asked if I could send off a compliment via the web site and site the  work order number and staff involved.  I did it gladly.

 

I had an install from a competitor 6 weeks ago, and again, well above and beyond expected, 9 hours total between two of them, but their job is also to make sure that the inside lines are solid, new jacks and junction points were put in, all replaced with their new silicone based punch downs to avoid corrosion, no stripping necessary, and the pedestal was also the same silicone based, punched down cables, and ran one new line, and cleaned up a mess created by the original install of cabling by the builder's contractors.  Said this should have been caught at that time by the company, as he could see that the plates had their company logo on it.  He even checked my own installs of cabling - only a matter of plugging in the tester on each cable, and since he was doing the telephone cables, no issue to do the Internet cables to.  Redid one Ethernet jack that had slipped away with one wire to get the signal strength back up and it was a line that was not actually in use, so I had not noticed it.

 

So, you are right, it is hit and miss, there are still some out there, and this guy was a junior tech and relatively new.  We talked a lot and in words, I don't want to walk away until you are satisfied.  Yes, I have had to delay a job planned for the afternoon, but another tech will get to them tomorrow.

 

So my advice, keep calling if the job is not satisfactory, or in the case of many reported here, not even working reliably or at all at times, and hopefully you finally get that tech that can fix it. Or just pack it in and go.

 

Great discussion going on here, glad to be back reading and commenting after being away for a stretch.  I keep learning and hopefully helping.

 

Bruce

Highlighted
Resident Expert
Resident Expert
Posts: 1,359

Re: Ignite TV - Several Issues


@BS wrote:

And even outside the Rogers/Comcast model, others in Canada are moving to Mediakind, which Cogego is targetted to start rollout to current customers this year, and others are following suit, and even Bell has planned to integrate the model into their existing Fibe TV model.  Mediakind was originally a division of Ericsson and they divested them to a standalone company early this year keeping 49% shareholder, so are not the controlling company, but huge influence.

 

I read that Bell inked their deal for change originally with Ericsson over a year ago, so now it is under Mediakind.

 

A whole new model of media, claims to have the largest base of media delivery in the world, and if you look at their website, you will find that it is really a next step revolution.  It never stops.  Kind of dejavue of SA, Cisco, explorer, navigatr, Espial, to now Comcast and the original spinoff from Cisco Technicolor is in this new mix.  Go figure.

 

The next and newest thing keeps coming, and every company is trying to out do the other, but unfortunately, this is all new technology, and so it has huge growing pains that come along with it.

 

My best wishes to all that Rogers gets this whole thing stable and sustainable before the pressure to move to the next iteration of home internet, IOT and everything else connected to that core Internet coming into our homes.

 

No solutions, just an acknowledgement that there are issues and it looks like some are dealing with significant troubleshooting, trial and error and challenges with the new model.

 

Bruce

 

Here's to the future, and a quick solution, I do sincerely hope.

 

Bruce


I'm not sure what's going on with the MediaFirst deployments in Canada; they all seem to be waaay behind schedule.  Part of it is due to Ericsson divesting their IPTV Solutions unit to MediaKind.  I've also only seen working deployments with Android TV-based set-top boxes with the TV client running as an app.  Start has had the MediaFirst platform in production since they launched their TV service at beginning of this year but their solution is pretty simplistic.  They are still smoothing out the bumps and they also don't have to worry about scaling to anywhere near the number of customers that a Bell or Rogers would.  Bell is still running Fibe TV on the legacy Mediaroom platform and with hardware that's really starting to show its age.

 

By going with the Xfinity platform, Rogers has gone with a more proven solution, even of they are deploying it a bit differently than the other cable co's.

 

As for the troublesome Ignite TV installations that people have been reporting, they really shouldn't be happening.  Rogers seems to have resolved past technical/infrastructure-related issues with scaling out Ignite TV to a larger and larger customer base.  Installing a cable modem should be routine for any Rogers tech.  Rogers Home Phone is nothing new either, and the Ignite TV phone service is actually a simpler installation in many ways.  Rogers knows what's involved when connecting their equipment to in-home telephone wiring; they just need better trained/more experienced techs that can all do the job properly.  The only new thing is Wi-Fi installation and troubleshooting.  Sure, techs have enabled it on gateways in the past, but Wi-Fi is now an integral part of the Ignite TV solution.

 

So far, I have not had any major technical issues with Ignite TV whatsoever and there's no reason why my experience should not be typical.



Highlighted
Resident Expert
Resident Expert
Posts: 14,246

Re: Ignite TV - Several Issues

Agreed.

Sure there were some BIG bugs a while back (mostly around playback of recordings, etc).  And there are occasional other bugs (have had random recordings stop, box lock up once or twice, etc).
But really, nothing more than bugs which occasionally happen/happened with the cable hardware as well.

I have had a really good experience so far, but I had a GOOD install experience.
The tech was here for.. 2-2.5 hours?  Which, unless things changed, was what the allotted time for the install was set as.
Came in, and removed/disconnected anything which was not needed.  So its pretty much the line into the house, right to the modem.  This could remove any other signal issues by any splitters, etc that might be installed.
Did the initial modem setup, made sure it was authenticated, etc.  We checked the signal that it was good.  Then we set up the wifi on it, and did some tests on my phone to check levels.   And yes found that it wasnt strong enough.  So we decided to set up the Eero mesh system.  (though, I think there are new ones out/coming out?)

Plugged it in, and set it up, plugging the other units and checking the wireless then  on all floors.
Only THEN started to set up the TV boxes.

 

 



Highlighted
Resident Expert
Resident Expert
Posts: 1,359

Re: Ignite TV - Several Issues


@Gdkitty wrote:

So we decided to set up the Eero mesh system.  (though, I think there are new ones out/coming out?)


Rogers has dropped hints about this here: https://www.rogers.com/consumer/bundles/ignite-wifi-hub

Note the hexagonal modules to the left of "Coming soon: Ignite WiFi pods to bring you Wall-To-Wall WiFi!"

Those are Plume WiFi pods; Comcast uses them as well:  http://xfinity.com/xfipods

 

They'll certainly simplify installation.  They connect wirelessly to the XB6 and to each other to form an adaptive mesh.  (This is a MUCH better option than installing range extenders to expand Wi-Fi coverage!)  They'll also make it easier and simpler for users to manage their home Wi-Fi network.

 

However, I must admit, I still personally like the eero mesh (and other external Wi-Fi solutions) better.



Highlighted
Resident Expert
Resident Expert
Posts: 14,246

Re: Ignite TV - Several Issues

Yeah, the Eero mesh is nice, and works well.
It has its own separate interface for all your wifi settings, etc.

But it does take up one of the only two wired ports on the unit.

And then the wifi management has to be done via Eero app.
With the updates to the Rogers Ignite internet app, with the new pods, I am guessing ALL wifi can be managed from the one app.  Vs right now, your stuck doing via two (some on the rogers and others on the eero)