Ignite service disconnecting every few minutes!!

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I'm Here A Lot
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Ignite service disconnecting every few minutes!!

Have the Ignite 1gig with tv and telephone since almost a year.  Suddenly 4 days ago, all my services started going down. The modem disconnects, TVs go black and then telephone goes down. The lights on the modem flash and essentially it reboots itself. After a bit, they all go back up. Now this happens about 50 times a day!!  Have spoken to several technical support agents who always tell me everything looks fine on their end.  A technician checked the outside hook up to house and deemed it fine. Was given a different modem but after setting it up was back to the intermittent disconnects. Have checked all the cable hookups, changed the power bar even changed the actual power outlet it’s hooked up to and nothing.... still the same. Today speaking to tech support again told nothing wrong on their end but while talking to him the modem rebooted 10 times and he was not able to do an update to my account! This is beyond frustrating and I have no idea how to get this resolved. Please need help!!!

 

 

 

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Re: Ignite service disconnecting every few minutes!!

@ParisParis one reason for modem to reboot on its own again and again is loss of communications with the neighbourhood node due to external cable / connector degradation.  To that end, and despite whatever you've been told by tech support, can you post the downstream and upstream signal data in a post.  Please follow the instructions in this following post and the next post to drill down into the modem user interface down to the signal data:  

 

https://www.dslreports.com/forum/r32716143-

 

Then follow this post to copy and paste the data into a post here in this thread:

 

https://www.dslreports.com/forum/r32717105-

 

The tables should paste into a post so that we can scroll to the right, to review the whole table(s). 

 

You indicated that you use a power bar.  They normally last for a very long time, but, when they start to fail the metal oxide varistor that provides over-voltage protection in the power bar can emit a large amount of RF noise that can find its way to the modem and its cabling, basically killing your internet connection.  The power bar is normally the last item that anyone ever thinks of.  Can you completely disconnect from the wall socket and equipment if you haven't done so already and run your equipment temporarily off of extension cords as a trial.  



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Re: Ignite service disconnecting every few minutes!!

@ParisParis  Have you tried resetting your Ignite modem by unplugging its power cord for 15 seconds?  I know that some of us with Technicolor (XB6-T) modems, myself included, received a firmware upgrade.  Following this, you may also need to power-cycle your set-top boxes as well to get them to reconnect to Wi-Fi.



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Re: Ignite service disconnecting every few minutes!!

@-G-  Hello, yes I have tried that several times.

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Re: Ignite service disconnecting every few minutes!!


@ParisParis wrote:

@-G-  Hello, yes I have tried that several times.


Thanks.  This is VERY strange.  Was your replacement modem ever stable?  Please forgive the obvious question but did you replace the modem's power cable as well?



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Re: Ignite service disconnecting every few minutes!!

I’ve had the new modem for 2 days now. Of course after the set up it seemed to be working fine. After a few hours the same issues reappeared on the new modem. Yes the power cord for this new modem was changed, it was new in the box. A new issue also appeared today. Instead of the tv completely shutting down every time, it also freezes on occasion.

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Re: Ignite service disconnecting every few minutes!!


@ParisParis wrote:

I’ve had the new modem for 2 days now. Of course after the set up it seemed to be working fine. After a few hours the same issues reappeared on the new modem. Yes the power cord for this new modem was changed, it was new in the box.


For the same problems to come back with a new modem, this reduces the likelihood of this being caused by faulty hardware, but it still could be due to a software bug, power (quality?) issue, or something else local to your environment that is seriously disrupting the XB6 hardware in some way.

 

A new issue also appeared today. Instead of the tv completely shutting down every time, it also freezes on occasion.


This is most likely due to a network problem, and there are a few potential causes that might not show up on any tests when you call in for tech support.  Ignite TV is very tolerant of minor network issues but if the amount of available network bandwidth to the set-top box drops below a critical threshold or network delay and packet loss become excessive, it will cause audio and video drop-outs to the point that you even momentarily get a totally black screen.  When the set-top box encounters network issues, its processor also becomes busier recovering from errors in processing the video stream and the STB, in turn, might even become less responsive to button presses on the remote.

 

There has been a significant issue that started occurring a few months ago where users of the Rogers network have experienced excessive latency and packet loss.  The network literally stops moving network packets for a period of time.  If these "network freezes" extend to several seconds, it will significantly affect your ignite TV service.  (...and when this happens, you will see problems on ALL of your set-top boxes, and problems with other streaming services as well.)  However, the connection to your modem is still totally fine so tech support doesn't see any problems when they run their tests.

 

I also recently ran into another problem with one of my set-top boxes where the Wi-Fi signal strength was very strong but the data rate on the connection fluctuated constantly and periodically became VERY low.  (...most likely caused by a faulty set-top box.)  In my case, it only occurred on one set-top box and with that STB, I also saw audio/video drop-outs and even a black screens from time to time.

 

@ParisParis  I'm not sure what to suggest next.  All that I can do for now is to provide a plausible explanation for what you are seeing based on my own actual experience with the Ignite TV service.

 

One thing that you can do is to run a ping test from a computer to check for excessive network latency and packet loss.  This basically sends a type of "test packet" to well-connected Internet host, once per second, for one hour, and times how long it takes to get a response each time.  If many test packets get lost/dropped or if it should take several seconds to get a response, then that would explain why you are seeing occasional freezes on Ignite TV.



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Re: Ignite service disconnecting every few minutes!!

@ParisParis one reason for modem to reboot on its own again and again is loss of communications with the neighbourhood node due to external cable / connector degradation.  To that end, and despite whatever you've been told by tech support, can you post the downstream and upstream signal data in a post.  Please follow the instructions in this following post and the next post to drill down into the modem user interface down to the signal data:  

 

https://www.dslreports.com/forum/r32716143-

 

Then follow this post to copy and paste the data into a post here in this thread:

 

https://www.dslreports.com/forum/r32717105-

 

The tables should paste into a post so that we can scroll to the right, to review the whole table(s). 

 

You indicated that you use a power bar.  They normally last for a very long time, but, when they start to fail the metal oxide varistor that provides over-voltage protection in the power bar can emit a large amount of RF noise that can find its way to the modem and its cabling, basically killing your internet connection.  The power bar is normally the last item that anyone ever thinks of.  Can you completely disconnect from the wall socket and equipment if you haven't done so already and run your equipment temporarily off of extension cords as a trial.  



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Re: Ignite service disconnecting every few minutes!!

@Datalink, thanks for the detailed reply. As we speak I have a Rogers technician outside replacing the external cable. Hopefully this will work🤞
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Re: Ignite service disconnecting every few minutes!!

Well it has been almost a week since the technician replaced the outside cable and everything seems to be working fine!! Thanks for all the recommendations!

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Re: Ignite service disconnecting every few minutes!!

Thanks for the update.  I'm glad to hear that things are working well for you now!  Given that replacing your outside cable fixed the problem, I'm surprised that Tech Support agents were unable to spot any issues with the signal to your modem.

 


@ParisParis wrote:

 Have spoken to several technical support agents who always tell me everything looks fine on their end.