Our Ignite Freezes Up After 9PM

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
FedupwithIgnite
I've Been Around
Posts: 1

Our Ignite Freezes Up After 9PM

We have an ongoing problem with Rogers Ignite.

We have had 4 techs visit our house.

One more coming this afternoon

They have done all the testing, diagnostics, switched out the modem, new cables coming in etc

Still we have a regular freezing that happens after 9PM.

By freezing I mean we are watching TV and the channel just freezes, not buffering.

The only resolution is to turn of the TV and unplug the modem , wait 30 seconds, and reverse the process.

Rogers has tested the modems, the signal coming in, useage in the area everything they can think of.

Today they are coming to swap out my set top boxes.

I think this is a desperation move.

BTW , they asked me if I have any low flying aircraft in the area. I kid you not.

 

We are 99.% ready to cut the cable.

 

*Added Labels*

57
Resident Expert
Resident Expert
Posts: 4,008

Re: Our Ignite Freezes Up After 9PM

1. Does this happen at exactly the same time every day - say 9:06PM?  If it does, look for something that starts operating at that time in your home, or perhaps even your neighbour.  A large motor or something can cause electromagnetic interference.

 

2. If it happens at roughly the same time every day - say 9-11PM, then it may be a connection that becomes poor as it cools down (thermo-expansion/contraction of metals). This can affect a cable adversely if a connection is borderline and show a good signal during the day.

 

These sorts of temporary glitches can often be very difficult to track down.  We once had a tree branch come down on a neighbourhood cable line that caused just this sort of problem - as it cooled, the signal went bad.

 

3. Have you talked to your neighbours?  Do they encounter anything similar?  That's how I tracked down the branch issue mentioned above because it affected more than my home.

 

4. Are you using WiFi to connect the boxes?  Have you had the WiFi signal checked to the boxes (if the coax incoming signal is fine).  Again, something may be affecting the WiFi at that time of day.

 

5. Is it possible to connect one or more of the boxes via Ethernet cable instead of WiFi?



-G-
Resident Expert
Resident Expert
Posts: 1,850

Re: Our Ignite Freezes Up After 9PM


@FedupwithIgnite wrote:

Still we have a regular freezing that happens after 9PM.

Another possible source of interference could be something like a wireless baby camera/monitor getting turned on.



anonymouslykyle
I've Been Around
Posts: 1

Re: Our Ignite Freezes Up After 9PM

After another 7 days of Rogers trying to fix the problem we have decided to move to Bell . Basically we love the service but it just doesn't work after  9 PM. Over 20+ years with Rogers.


@-G- wrote:

@FedupwithIgnite wrote:

Still we have a regular freezing that happens after 9PM.

Another possible source of interference could be something like a wireless baby camera/monitor getting turned on.


 

Gdkitty
Resident Expert
Resident Expert
Posts: 14,291

Re: Our Ignite Freezes Up After 9PM

Yeah.. not working after 9 is not normal.
At my home, thats the MAIN time that most of our watching goes on (between 9-11) and dont have an issue.

So I dont think its a specific to the service  itself.

I agree, that its something else more going on at play. 
That there was interference.. or something else more going on, that was effecting the signal overall for the internet, etc in the area during that time.

HOPEFULLY you dont run into the same with Bell.  As long as their infrastructure is decent in your area.
Some of the bell stuff runs off wireless though as well, so hopefully its not an interference issue, or it could possibly effect there too.



RogersLaura
Moderator
Moderator
Posts: 766

Re: Our Ignite Freezes Up After 9PM

Hi @anonymouslykyle,

 

Thanks for posting and we're super sad that it's regarding your decision to cancel services with us, especially after being in the Rogers family for 20 years!! It's never nice to see one of our valued customers leave due to a disappointing experience. 😔

 

I wish we had known of your problem here in the Community Forums prior to your cancellation, as perhaps, we could have provided you with some advice or helped troubleshoot your issue further. Should you ever have a change of heart and would like to give us another go, we'll be most happy to welcome you back again, and hopefully, your experience will be the opposite of this one. 🙂

 

Wishing you all the best!

 

RogersLaura

 

 

 

 

 

 

 

 

JP1W
I've Been Around
Posts: 1

Re: Our Ignite Freezes Up After 9PM

our roger ignite does the same issues, many techs come and they are saying its an issues outside..  freezing and turn off on-demand back to Live tv.. sometimes video is good and NO sound,, then freezing with sound 😞 very bad service for the price we pay... 

 

can someone fix the issues and refund me for the bad Service ?

RogersAndy
Moderator
Moderator
Posts: 553

Re: Our Ignite Freezes Up After 9PM

Hey @JP1W!

 

Welcome to the community!

 

I'm sorry to hear you're experiencing freezing issues with your IgniteTV. It's certainly not the intended service experience. Given that the technicians have indicated that there's an issue, have you had your issue escalated? Has there been a ticket sent for you or any indication of this being resolved for you? Keep us posted.


@RogersAndy

geniedust
I've Been Around
Posts: 1

Re: Our Ignite Freezes Up After 9PM

our ignite freezes up all the time, it's been doing it for 3 days now all throughout the day. i work from home, so our modem is upstairs in my office as i must be connected through the ethernet cord....many techs have come out (and escalation tickets) since switching to ignite and tell us the signal is good it must be inside your house and to move the pods around for better signal......one of the pods is right beside our TV box and still doesn't work properly......we even went down to just one pod outside my office upstairs because we were told the pods can interfere with eachother........we reset the box daily but unplugging for 30+ seconds, pause devices within the hub app that we are not using and still the TV freezes.....the last call to Rogers said there were error codes with the box but they would have to disconnect the box leaving us with no TV at all and send a new one via fedex/purolator due to COVID.....why should i continue to pay for services we cannot use without issues?

jjjjy7
I Plan to Stick Around
Posts: 82

Re: Our Ignite Freezes Up After 9PM

I too have had this issue off and on (I think I previously wrote a post about it).  TV/Internet super fast throughout the day, but between 7-10pm everything slows down.  It doesn't happen that often, but last night TV was not watchable.  Picture freezes every few seconds.  It like the old days of the dial up modem.  Everything working well this morning, but we never know if we can watch TV in the evening.