I also am having the same issues and also the screen freezing. Have had many techs here and countless calls to service. Always the same answer, it is fixed and nobody else has these problems.
after reading about others with same issues I have concluded Rogers has unreliable service and I will cancel my services and go to other providers. If more people did this they will take us seriously and improve their service.
@Rising, it is possible to check which modem you have with the ignite Wifi App. Open the app, click on network at the bottom of the screen. Then under Network Details, click on Gateway and at the bottom of the page, click on Gateway Details and all the information about your modem will be there
I feel your pain. My Wife is more frustrated than me. She keep asking how company can stay in business having such a service!
She couldn't watch Oscar or Raptors game last night. Micro freezing and lost audio.
I also feel your pain. The cable companies stay in business due to the CRTC limiting competition in Canada. I have had the ignite service for over a year now, 5 tv's with 1 being hardwired. For the first 3 months the system was nothing short of trash. Pretty predicable lose of TV (freezing, loss of audio, and terrible PVR) during peak viewing hours. Had techs to the house who found nothing and changed nothing. Then all of a sudden, one day, everything worked pretty good. Don't even try to tell me the majority of problems as such lie within the household. I was never told what Rogers did to solve the issue, nor do I believe they will ever let the public know what their problems are. I also believe the local techs can't solve such problems because the root is out of their control and expertise. However with all that said, once the system works, it's a pretty neat. Particularly the whole house PVR and voice search. My system has been working pretty good now (98 percent up time) for over a year. It is just a shame that Rogers couldn't deliver the system working perfectly immediately upon installation.
Deja-vu. Anxiously waiting for your update.
For me, I experienced similar service issues a year ago. After reaching out to Mr. Natale and several visits by real Rogers Sr. Tech (incl. Field Tech Manager), the service stabilized. Then a month ago, my modem kept disconnecting from the Rogers network. This impacted not only Ignite TV and Internet, but also HomePhone. The first tech didn't do much except replaced a coax connector in my house. The second field tech identified some flapping which interfered the signals coming to my house. This was addressed by Rogers Maintenance: "extender was replaced and that all signals were boosted to appropriate levels." Then OSCAR came. Like you, the video freezes, audio drops, etc., came back; e.g., this weekend during the second half of the OSCARS (~10:00pm EST). I ran some speed tests from my PC which is wired (not Wi-Fi), also confirmed by the EERO app, and they fell short of the 500mbps download. I called Tech Support last night and they did see some network issues to my house. A ticket was opened for the backend Network group to monitor my connection.
@Bplayer- I haven't tried WinFi (just looked it up and it appears to be quite comprehensive and I might give it a
try ... I found an interesting video on YouTube (https://www.youtube.com/watch?v=n0iX5xzVuw8) that explains how it works.
I tried unsuccessfully to find a WiFi analyzer app in the Apple app store for my iPhone but someone on this thread, or another one, mentioned that the Apple Air Port Utility works pretty well to scan local WiFi networks and I have been using that. However, I also have an Android tablet and there are a number of wifi analyzer apps that work pretty well.
I found the Air Port Utility quite useful in that it allows you to scan for a particular SSID and see the signal strength if I scan for my SSID I can see my modem/router and all of the wifi pods and how the signal strength varies from second to second. I also see quite a few hidden SSIDs. It seems that all of my Rogers devices transmit on the same channel, 2.4ghz on channel 6 (except for one device broadcasting on channel 11) and the 5G network on channel 157. The devices on my personal network (ASUS Ai-Mesh plus a couple of power line adapters) broadcast on differing channels (I suspect that the ASUS routers broadcast on the same channels and the power line adapters broadcast on a different channel).
I see that a lot of the hidden SSIDs seem to be broadcasting on the same channels as my Rogers devices which could be causing interference for my networks - it's hard to tell whether I'm getting interference that is causing the problem. Last night I tried an experiment; up until now all of my STBs were getting their connections via Wifi and the Wifi pods were located strategically throughout the house to ensure that they communicated well with each other, so I decided to move the wifi pods next to the STBs and connected the STBs to the wifi pods using an ethernet patch cord. Presumably, this would provide a stronger signal to the STB but the wifi pods could still experience interference so I'm not sure that this is a viable solution. It did seem to improve things for the short while that I was watching TV but I need to see the results over the long term. Perhaps something to ask the level 3 tech that is coming out this afternoon.
Welcome to the Rogers Community Forums and thank you for posting. 🙂
We're sorry to hear about your disappointing experience and wish that things could have gone better for you. It's always a sad day when we hear that one of our customers is planning to leave us due to a poor experience. 🙁
By any chance, has a Senior Tech been out to your home to assess the situation as yet? If not, that would be the next best step as perhaps they can find something that was previously missed and get it resolved for you.