Ignite cuts out and freezes frequently

[FrustrateAnn]

Hi Rogers 

my ignite cable tv keeps freezing. Please tell me the fix thanks 

*Added Labels*

[mascf1]

I’m getting completely fed up with Rogers.  For the past few days the TV screen has been going black for about 30 seconds and then the picture comes back.  When I try to change the channel while the screen is black it says there appears to be a gateway problem, but theres no issue with Internet access.

[mascf1]

OMG, all support does is make excuses!  The modem and TV box have never changed their locations over the entire 2 years I’ve had ignite TV and now they’re arguing that my TV box isn’t getting a good wifi signal. That tells me there’s either an issue with the wifi adapter in the TV box or the modem, yet all they suggest is either move the modem or the TV box!  This is not being helpful.

[RogersCorey]

Greetings @mascf1!

Our tools let us view the signal strength at your set top box. Even if you haven't moved the modem or set top box, that doesn't mean that new sources of interference haven't been introduced into or around your home. 

Do you have any WiFi pods in your home? If we're seeing a weak signal at the set top box, a pod may be necessary to fix it. Moving the modem or set top box is another solution if you do not want a WiFi pod.

Regards,

RogersCorey

[mascf1]

Absolutely no new sources of potential interference have been added to the environment. I don’t need pods, I’m in a condo and the modem is less than 30 feet from the TV box.

[RogersCorey]

Being in a condo, you'll be within range of potentially dozens of WiFi networks at once which could interfere with your WiFi signal. 

If you don't want to add an Ignite WiFi Pod to bring up the signal strength near the set top box, is it possible to hardwire the STB via Ethernet? If we're seeing a weak signal at the STB, Ethernet is the best possible solution. 

Regards,

RogersCorey

[mascf1]

The fact remains that none of my other devices that use wifi are having any issues.  There is no need for a pod when the modem is providing a strong wifi signal to all other devices that are the same distance from the modem as the TV box.  No one ever bothers to consider the wifi adapter in the tv box could be the issue.  Rogers never provides brand new equipment to customers, it’s entirely possible the tv box has a failing adapter.