Hello all. I have had subscribed to IgniteTV since June 2018. For the first 12months or so We had the same issues as others on this thread have been complaining i.e. audio/video dropouts, voice control not working properly or at all, getting kicked out of recordings/Netflix/YouTube, etc. I had called support numerous times without result and my wife especially, and I were getting quite upset about the lack of results.
My setup at the time was a atypical: I had left the Rogers modem in gateway mode but had disabled both the 2.4 and 5G wifi networks. I connected a pair of ASUS RT-AC68U routers in Ai-Mesh mode to the XB6 modem and all 5 of my STBs and personal peripheral devices (desktop pc, phones, iPads, Google Home minis, fire sticks, Nest thermostat and cameras, etc.) were connected to the ASUS router network.
Finally, after numerous techs had come out and tried to resolve the problem without success, a senior tech was sent out in June and when he arrived he took out his notebook and checked my setup. He then restored the XB6 wifi networks and, leaving the XB6 in gateway mode, installed four wifi pods throughout our house, ensuring that they and the STBs were all connected to the XB6 wifi network. Before he left he made sure that all of our TVs were getting good signals and pictures. So now all my STBs and wifi pods were connected directly to the XB6 wifi network and all my personal peripheral devices were connected to the ASUS Ai-Mesh network.
From that point on our IgniteTV service was perfect! No dropouts, slow responses to the remote or voice control issues for the next six months... until about two weeks ago when all the previous issues came back with a vengeance!
After suffering for a little more than a week, I called tech support last Wednesday, and complained loud and long. I told them that nothing had changed in my setup so there doesn’t appear to be a reason why all of a sudden the issues should return.
After carrying out checks, etc. he said he could see that there appeared to be some issues but that he couldn’t resolve them online and Je scheduled a senior tech to come out on Friday. When the tech arrived on Saturday, the tech pulled out his notebook and after a few minutes proceeded to replace my modem wit a Technicolour modem. He then ensured that all the STBs and wifi pods were connected to the XB6 and left saying that it should resolve all the issues that we had been having. Of course it didn’t! On Saturday night the problems remained the same so I called tech support and they scheduled another tech to come out on Saturday.
when this tech arrived he checked everything on his laptop and said that he couldn’t see any issues and that the problems we were experiencing were probably caused by the new modem and wifi pods were downloading software updates and that was causing erratic issues with our ignite service. He then left! Of course, that wasn’t the answer and last night while watching the Oscars we were watching the recorded show (so as to avoid the commercials), we experienced innumerable audio/video dropouts, were getting kicked out of the recording into either live tv or into the On Demand showing of the Oscars. Since it was late, I decided to wait until today to call tech support. After doing some online testing and checking I was told that they couldn’t see any reason for the problems we were experiencing and scheduled a level 3 tech to come out tomorrow to resolve the problems.
i shall provide an update tomorrow.
