Hello, @Estcher
Welcome to the Rogers Community Forums!
I can understand how frustrating it has been dealing with these connectivity issues on your Ignite service.
- Do you have more than one Ignite Entertainment Box? If yes, does this issue happen on both boxes?
- Is the box connected to your modem via Wi-Fi or Ethernet?
- How far away is the box from the modem?
We look forward to reviewing your response.
RogersTony
Hi @Peete22, is the issue specific to the two channels you've listed? Have you had a chance to speak to tech support about this? We can create a ticket to have the issue investigated. Please reach out to us via PM @CommunityHelps for further assistance.
RogersZia
I'm not sure about very short REW since it may be stored on the box itself. It has a bit of memory.
@-G- should be able to confirm.
However, if you stay with the programme for say 30 minutes, it will be in the cloud since the box doesn't have that much built in memory.
If you watch a programme with the restart feature (blue arrow in the guide), then that is in the cloud.
If you set a recording of the programme, it is in the cloud.
Therefore if you record several programmes on the problem channel and you get the dropouts and can REW and see the dropout in exactly the same spot, then it's definitely in the cloud and nothing to do with your connection, box, etc. Hope that helps.
@57 wrote:
I'm not sure about very short REW since it may be stored on the box itself. It has a bit of memory.
@-G- should be able to confirm.
Yes. The box processes the streamed data and then buffers it internally for playback. If there is a glitch in the stream and you rewind, you will just replay the data that is stored in the buffer and the glitch should replay as well.
However, if you stay with the programme for say 30 minutes, it will be in the cloud since the box doesn't have that much built in memory.
If you watch a programme with the restart feature (blue arrow in the guide), then that is in the cloud.
If you set a recording of the programme, it is in the cloud.
Therefore if you record several programmes on the problem channel and you get the dropouts and can REW and see the dropout in exactly the same spot, then it's definitely in the cloud and nothing to do with your connection, box, etc. Hope that helps.
Yes, also correct.
If only a few channels are problematic and all/most of the others are fine, chances are VERY good that there is either a problem with the source signal, a problem with the equipment that Rogers uses to receive it, or some other problem in the back-end occurring at the time of encoding.
Rogers streams TV channels as unicast streams. If you tune to a problematic channel on multiple set-top boxes, each set-top box will receive separate, independent streams. If a glitch reproduces on multiple set-top boxes and precisely the same point in the program, this also adds confirmation that the problem is occurring close to the source, not due to a problem in the neighbourhood or within the home.
If you either restart the program or watch it On-demand immediately after it airs and the glitch reproduces again at precisely the same spot, that absolutely confirms that the problem is occurring close to the source.
If the glitch is cause by a problem at the source or in the back-end infrastructure, then ALL customers who are served by that streaming infrastructure will see the problem at precisely the same spot.
@Peete22 wrote:
It happened last night on one channel watching live 3 times in 20 minutes, each time I rewound it back the skip was there then went back to live and would do it again. Of course just got a text from Rogers saying they can't find a friggin problem. Only seen it on 2 channels so far, signal and internet is perfect. I wish I could switch to bell fibe but not offered here.
If the problem lies with the originating broadcaster, all that Rogers can do is receive the garbled source signal and stream it, faithfully reproducing the glitch. There is nothing that Rogers can do to fix this, other than report the problem to the broadcaster. There is also nothing that you can do to fix this either.
Another problem that can be tricky to isolate and confirm is if network traffic between the encoders and the streaming servers is getting delayed, lost or garbled. You (probably) won't be able to reproduce that sort of glitch by watching the recorded program or watching it on demand. A tech support agent, almost certainly, will not have visibility into that sort of problem. However, this would definitely be a Rogers problem. It would also, almost certainly, affect more than just a few channels and would affect all customers who are served by that back-end infrastructure.
If a channel is glitchy, start recording the channel, and the program that follows. Also, post to the forum so that others can do the same and try to confirm the problem. If a program glitch is seen at the same point by multiple people, then its almost certainly a Rogers problem.
@Peete22 wrote:
It is 2 channels we are having problems with that we know of, 2 that we watch on a regular basis could be other channels that we don't watch as well. Surprised it would be 2 well know channels
Which two channels are those? Please provide the channel number for your area and the channel name.
If/when you see problems with a channel, let us know which program you are watching. Hopefully, others can tune in as well and confirm the problem.
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