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Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Alex4161
I'm a senior contributor

We are Roger's customers for well over 30 years.  I have the Rogers XB7 modem on a 500 Mbit plan and the Ignite Premiere Package.  We have 3 people in the house (2 seniors) who don't use the internet much except for TV watching, Internet Browsing, and watching some Youtube on the Roku device.  For over 1 month now, I have been having issues where I experience:

 

- Delays tuning to various tv stations (takes 12 seconds or more).  Sometimes we get an error message of sorts.

- Internet speed seems to be lagging.

 

To resolve this, we need to unplug all 4 Ignite boxes, turn off the modem, wait a few minutes, turn the modem back on, let it connect to the Rogers network (i.e. solid white light), and then plug the 4 ignite boxes in (i.e. the ritual as I call it).  This seems to solve the problem for about 4 to 7 days until it happens again and have to repeat this process.

 

After going through this enough times, I called support and they had a tech come by and replace the modem and repair a cable end piece saying that it was not looking correct.  The new modem seemed to fix the internet lag, but again, after 2 days, we could not load ANY tv channel until I had to go through the ritual again.

 

I'm in the East Scarborough area (Meadowvale and 401 Area) and not sure if it is area specific.  While I understand that rebooting devices once a month is a good preventive way to keep things working, surely having to reboot devices every 4 to 7 days is excessive.

 

Is this the norm for service with Rogers these days?  I know they royally messed up several months ago when their network went down nationwide. 

 

My current promotion price with Rogers ends at the end of the month before it skyrockets.  Is my experience consistent with other clients or is it out of the ordinary?

 

Any suggestions would be greatly appreciated.

 

*** Edited Labels ***

12 REPLIES 12

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

57
Resident Expert
Resident Expert

@Alex4161 : Rather than unplugging/replugging all those devices, simply launch the Rogers IgniteTV WiFi app on your phone or tablet, select the Gateway and click "Restart".  This will take care of all this in one easy step. It says it'll take up to 12 minutes, but I find it's usually finished in about 6.

 

I hope Rogers finds the source of your problem.  I've probably only had to do a restart a few times in the past year.

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Alex4161
I'm a senior contributor

Thanks for the suggestion. The restart on the app won’t power cycle those devices which is what I wanted to do as suggested by a Rogers tech.

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

@Alex4161 send a message to the moderators at @CommunityHelps and ask them to check the signal levels for your modem. 

 

When you're logged into the forum, follow this link @CommunityHelps to their pubic page.  On the right will be a link to Send a Message.  Follow that link to the message composition page.  The message address will fill in automatically.  Fill in the subject line and details, including a request to check the modem signal levels.  Include your account number and if possible the MAC address from the modem.  That MAC address should be found in the first page or two of the modem's user interface.  Having that MAC address will make it easier and a little faster to find your modem and check the signal levels.  When you have all of the details included that you feel is necessary, hit Send at the bottom right.  

 

When you're logged into the forum watch for a number overlaying the envelope symbol in the upper right hand corner.  That indicates an message waiting for you in your inbox.  Follow the envelope symbol which serves as a link, down to the message inbox to see the response.  

 

The fact that you have to restart the modem every few days is an indication that you have external cable / connector problems.  The external cable ages over time, resulting in signal leakage out of the cable.  As a result the downstream signal levels degrade and drop, while the upstream signal levels increase as the modem is commanded to run higher signal levels to make up for the signal loss in the outside cabling.  The modem can only provide a limited amount of power however and will start to drop upstream channels one by one in order to remain in operation.   A signal check will reveal where your signal levels are currently sitting and what needs to be done to rectify the situation. If required, one of the moderators can arrange for a field tech visit to attempt to correct the problem. 

 

While you're at it, ask the moderators to review your current internet/tv/home phone plan and determine what the best options are going forward.  

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Alex4161
I'm a senior contributor

Thanks, Datalink.  I sent them a message.  The signal levels are as follows.  When I have TV/Internet issues, the uncorrectable count goes very high:

Index

4

5

6

7

2

3

1

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

0

0

33

34

Lock Status

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

  

Locked

Locked

Frequency

591000000

597000000

603000000

609000000

579000000

585000000

279000000

615000000

621000000

633000000

639000000

645000000

651000000

657000000

663000000

669000000

675000000

681000000

687000000

693000000

699000000

705000000

711000000

717000000

723000000

825000000

831000000

837000000

843000000

849000000

855000000

861000000

  

352800000

218800000

SNR

38.605377

38.605377

38.605377

38.605377

38.605377

38.983261

37.636276

38.605377

38.605377

38.983261

38.983261

38.605377

38.983261

38.605377

38.605377

38.983261

38.605377

38.983261

38.983261

38.605377

38.605377

38.605377

38.605377

38.983261

38.983261

37.636276

37.636276

37.636276

37.636276

37.636276

37.636276

37.636276

  

39.14 dB

39.12 dB

Power Level

4.699997

4.199997

3.5

3.299999

6.599998

5.599998

4

3.599998

4.400002

6.699997

7.800003

8.099998

7.900002

7.099998

6.800003

6.300003

5.699997

5.300003

5.300003

5.199997

5.099998

5.300003

6.300003

7

8.300003

5.300003

4.5

3.700001

2.700001

2.599998

3

3.099998

  

4.199997 dBmV

4.300003 dBmV

Modulation

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

QAM256

  

OFDM

OFDM

                                     
                                     
Index

1

2

3

4

                                
Lock Status

Locked

Locked

Locked

Locked

                                
Frequency

25900000

38700000

32300000

21100000

                                
Symbol Rate

5120 KSym/sec

5120 KSym/sec

5120 KSym/sec

2560 KSym/sec

                                
Power Level

37.770599

37.770599

39.020599

37.2603

                                
Modulation

64QAM

64QAM

64QAM

64QAM

                                
Channel Type

US_TYPE_ATDMA

US_TYPE_ATDMA

US_TYPE_ATDMA

US_TYPE_TDMA_ATDMA

                                
                                     
                                     
ndex

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

  
Unerrored Codewords

18522

18397

18236

18082

17955

17769

17649

17438

17294

17180

17058

16898

16763

16640

16410

16288

16165

16016

15904

15781

15638

15510

15398

15278

15129

15013

14829

14673

14558

14436

14305

14138

81

79

  
Correctable Codewords

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

  
Uncorrectable Codewords

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

  
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     
                                     

 

 

 

 

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Alex4161 QAM Downstream Power Levels.png

 

 

One of the moderators will have to approve the signal level image so that its available to the public. 

 

@Alex4161 you were reading my mind 🙂  The downstream QAM signal levels aren't totally terrible, but, they're not good either.  They're higher than what I'd like to see and there are definite signal slopes present in the QAM data.  The normal downstream QAM signal levels are 0 dBmV with a signal to noise ratio of 36 to 40 dB.  So, what you should have is a flat line, or close to it at 0 dBmV which is at the bottom.  You shouldn't have multiple hills and valleys in the data.

 

The upstream QAM signal levels are right within the typical range which is 36 to 40 dBmV so there's no evident problem.  

 

The one problem here is the lack of data for the downstream OFDM channel.  There simply isn't enough data to assess the health of the OFDM channel.  The moderators have access to the OFDM MIBS which is a breakdown of the OFDM channel into smaller frequency blocks, where each block has its own signal level and signal to noise ratio.  Since the modem is running OFDM channels, most of the data is probably carried within those OFDM channels.  Note that your OFDM channels are running within that initial upslope.  The OFDM channel range runs from about 218 Mhz up to approx 440 Mhz.  

 

It looks like you rebooted the modem, given the lack of erroneous data in the word table.  Can you confirm that for me.  If thats the case, where you did a very recent modem reboot, it would be good if you could post the same data over the following days, right up to the point in time where you're about to reboot the data to clear up any problems.  

 

A modem reboot will temporarily resolve cable issues, unless their totally bad, but, that reboot won't solve the underlying problem.  When you're at the point of having to reboot the modem every few days or hours, then there's a cable problem afoot.  At that point, its time to get a field tech onsite to determine what the problem is.

 

Is your external cabling run overhead from a nearby utility pole or does it run underground for a nearby pedestal?  And, do you happen to remember when that cable was changed?

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Alex4161
I'm a senior contributor

@Datalink 

 

I rebooted the modem about 1 day ago as I was not able to watch any tv shows and no channels were loaded. I don't have the signal levels before Friday.  I had a tech visit earlier this week when he swapped the modem and changed one of the connectors that connects the cable to the back of the modem.  the modem runs from the tap to the side of my house further down and into my bedroom.  I can't recall when that wire was changed.

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Alex4161
I'm a senior contributor

Update:  I had another tech visit on Monday Afternoon and he replaced the wiring line in my home and removed the 6db return pad on the line and opened a maintenance ticket to review the levels and make the necessary adjustments.

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Alex4161
I'm a senior contributor

It looks like one of the issues I am having is that the signal is coming from this box up the street (near 106 Lavery Trail, Scarborough, ON M1C 4Z2)  that has a broken cover and is full of water.  When can Rogers fix this?

 

PXL_20230211_162035328.jpgPXL_20230211_162051683.jpg

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Greetings @Alex4161!

 

I am sorry to hear about your ongoing difficulties with our service. That damaged ground vault you've posted a picture of could very well be the culprit.

 

Since we've placed a cone over it, it's possible there's already a maintenance work order in place to have the vault repaired. I'll just need to gather your account information securely in private so that I can check for existing work orders.

 

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

 

Regards,

RogersCorey

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Alex4161
I'm a senior contributor

Good Morning @RogersCorey 

 

That cone has been there for quite some time now as others on the street told me.  This would be inline with the issues I have been having as well.  I believe I provided you all my info in the previous email exchange.

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

Newmaryland
I've been around

Funny thing is I'm in New Brunswick and wringing a few more months out of the older legacy technology. Unfortunately we are experiencing similar problems...channels not loading, lags, erratic access to the channels we've paid for...etc., etc.

Re: Problems tuning to various channels with Ignite TV and Lagging Internet for over a month now

boylebj
I've been here awhile

I'm experiencing the same problem.
Was given the same solution from Rogers you were.

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