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Ignite is Unreliable

steelback
I've Been Here Awhile

We switched to Ignite in December, worst decision we've made. Before switching, if internet went down, you'd still have your other services, now it's very frustrating because every time Ignite goes down which has become a  frequent occurrence for us, you lose all services, no internet, no cable, no home phone, nothing like being in the middle of a phone conversation and the phone line goes dead.

 

 

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Re: Ignite is Unreliable

steelback
I've Been Here Awhile
Tony, funny, after explaining our outage that's the first question asked every time we call. We were to receive a text when the issue was resolved, still waiting for the text, but currently our services are working again, for how long, who knows but we've been in touch with customer service and they are tracking our open ticket.

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Re: Ignite is Unreliable

GODZILLA
I'm Here A Lot

I also switched to ignite in Nov and never have been able to login to the ignite app. Worst of all, I’m paying $20/mo more with this garbage package than my previous legacy package for same speed, and the performance and reliability of it is the worst ever in my decades as a loyal Rogers customer. I’m fed up with their constant performance issues, outages, and poor customer support service. Not sure why we Ontario pay through the nose for the most expensive internet service in the world. Is it the Liberal government and corporate greed? I’ve had it. Time to cancel Rogers and switch to anything cheaper. Not worth the $$$$$ premium for such poor service.

Re: Ignite is Unreliable

Picotine
I'm Here A Lot

Switched to Rogers Ignite in May 2021 - all was well until November 2021 - getting the RDK-03117 error code it getting more & more frequent. A tech was sent to our home last Tuesday and again on Friday to switch out our modem last week (went from the black version to the white). At first the wi-fi would go down - so I do the unplug wait & replug dance - which used to fix the problem but is a royal pain. But NOW it’s wayyyyy worst and I am sorry but insisting I download the HUB is even more useless because without wi-fi there is no access. Last week it took us almost 3 hours to watch 4 - 30 minute segments, skipping commercials (normally takes 1 hr 20 mins). I had installed a POD at one point last year b/c wi-fi was spotty at best just outside the door but I had to remove it completely. I spend more time messaging with Rogers than I do with my daughter. I want a REAL solution - the little dance isn’t working anymore. Plus one support person tells you one thing while the next guy tells you something completely opposite. Get your stories straight please.

Re: Ignite is Unreliable

Hello, @steelback, @GODZILLA, &, @Picotine

 

Welcome to the Rogers Community Forums!

 

Its disappointing to hear about your experiences with the Ignite TV service thus far. 😞

 

@steelback - Have you noticed the colour of the LED on the top of the modem when the connection drops?

@GODZILLA - Can you describe what is happening when you try to login to the app, do you get an error message of any kind? Are you able to login to Rogers.com?

@Picotine - Can you describe the location of the pod in your home in relation to the modem? Was the pod installed in an area with a strong Wi-Fi signal or a weak signal?

 

Most of the issues with Ignite TV revolve around Wi-Fi, it is important to have a strong Wi-Fi signal for the service to work well.

 

We look forward to hearing from you all.

 

RogersTony

 

 

 

Re: Ignite is Unreliable

steelback
I've Been Here Awhile
Tony, funny, after explaining our outage that's the first question asked every time we call. We were to receive a text when the issue was resolved, still waiting for the text, but currently our services are working again, for how long, who knows but we've been in touch with customer service and they are tracking our open ticket.

Re: Ignite is Unreliable

The POD hasn’t been plugged in b/c the tech that came here told me they are causing havoc all over the place so please don’t insult me by telling me to uninstall and re install. It can’t be hard to work there I just keep getting the same answers “unplug and replug”. To add insult to injury last evening while settling down to watch a movie - approx 20 in the wi-fi goes down again - for almost 4 hours. Great Service Rogers. I am so flipping fed up - the colour shows me its a piece of garbage. Over the last 4 days we have had no wi-fi for a total of almost 20 hours. But still we have to pay our invoice and pray to God it doesn’t fail again in the meantime using all my data to communicated with anyone b/c your wifi is down yet again. 

Re: Ignite is Unreliable

Before reading the rest of this, please take it, as I am not saying any of the above are NOT having problems, etc.  They ARE.  But, the question is WHY?
In a perfect world, everything would be just plug in/start and go, and never ever have any problems, have to have any work on them, etc.  But any one who has owned a car, a house, knows that is not the case.

IF everything is set up correctly, and and all at the right levels, etc.. Ignite CAN be stable and works really well. 
EG: I have maybe one 30 second hickup, every week at the most?  I would say 99% uptime?   I have the pods, i have over 100 devices on my network, so tons of chances of bad stuff happening.
Trick, is finding out WHATS wrong.

Dont get me wrong.. its still rogers job to FIX it.. trick is getting it fixed.. and sometimes you have to poke at them to get it done right unfortunately.


A ) Signal Levels - This is probably the biggest cause of anything.  If the signal levels are not good coming to the modem this can cause outages.  And in the case of ignite, cut then everything out.  Especially lately, with the more 'in home self setup' these things are not specifically checked by a tech.   And then can be set up on BAD levels.
Its a lot of info to go into details here, but if you want help in checking your levvels to see if thats the problem, feel free to post here or on another post and one of us might be able to point you in the right direction.
But if the levels are bad, getting a tech out to adjust/fix them, may make a world of difference.

B ) Wifi - Always a potential issue.  Again in a perfect world, we would only ever need ONE device, that modem should reach everywhere, etc.   BUT wireless devices of that quality, the router itself can cost in the $300+ range itself..  and would really jump up the monthly costs probably.   Generally that is what the pods are for, to help increase a mid rage device to have a more broad overall coverage.
Use something like a phone, and go around your house and watch the bars.  Even turn wifi of and back on to ensure its connecting to the closest point.  If its low bars, the wifi is not reaching there properly.  And if you have a TV box in that area.. it will have poor performance.
Many people set up wifi pods incorrectly as well.  That if you say have poor performance in the bedroom, will put the pod in/near the bedroom.  The wifi signal will then look good on their device, but show poor performance.  This is because the pod is then receiving a poor signal, and just repeating a poor signal.
A pod needs to go in between, somewhere where there is still a decent signal, and then can repeat that signal.

Re: Ignite is Unreliable

Pickle-3
I've Been Around

I been using ignite 1gb now about a month and I am not impressed at all. I want the old internet back. I pay more and it cuts out all the time and freezes. It doesn’t seem any faster either. I didn’t have any issues at all with my standard internet.

Re: Ignite is Unreliable

Why am I still with rogers
There has been issues with internet and ignite TV since last year Actually since I have had this service
They have offered me nothing
I have been a loyal customer for probably 20 years
They just don't care about the customer
Absolutely brutal service and thier ability to resolve the issue is apparent
They are rebuilding covid Sabatoge are some of the reasons
Is anyone else having issues
I have had it

Re: Ignite is Unreliable

-G-
Resident Expert
Resident Expert

@Unhappy8 wrote:

Is anyone else having issues
I have had it


I have been an Ignite TV customer for three years and for me, the service has been glitch-free and rock-solid stable.

 

If your in-home network works properly and your Internet connection works properly, then Ignite TV will work properly.

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