Rogers Ignite TV Installation/Experiences/Questions

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seadooxp30
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Posts: 360

Re: Rogers Ignite TV Installation/Experiences/Questions

Yeah been there done that year ago when jumped on ignite TV. 3 days of no service!

Not sure how can Rogers allow this to happen.

Once you get your service you will be with other issues... (Waiting for 3 weeks now for OOP to provide update on my freezing after 8 PM).

 

Unless you're one of the lucky ones on ignite TV that will have flawless service.

 

 

 

Gdkitty
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Re: Rogers Ignite TV Installation/Experiences/Questions

I updated on your other thread about it.. its most likely a infrastructure issue in the area. 
(bar it being say a server issue for where your feed from in  your area).
But generally time of day issues are more infrastructure.

If your able to get anyone to escalate it.. get them to send the maintenance teams out to the area, DURING those peak times, and track down where the failing node, street feed, etc that is failing.



seadooxp30
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Posts: 360

Re: Rogers Ignite TV Installation/Experiences/Questions

@ Gdkitty,

Thank you for your response and all information. Also yes I saw your post in other thread.

Problem is that I shouldn't be telling all this to Rogers!

They are the service provider and their "ADMIN" on this forum should be able to force backend to look into this.

I don't have time to do this for something that I pay premium $$

Having said that after 5 tech and ongoing call to managers and support and OOP, they know its their back end but not sure why taking so long to fix.

 

 

gmoney63
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Posts: 2

Re: Rogers Ignite TV Installation/Experiences/Questions

A few questions about moving to Ignite

1. - If I go online to my account and order Ignite for TV, Internet and Home Phone when would my current rogers services stop? In other words I don't want my current services to stop until I have the new Ignite services up and running.

2. - How do I select my flex channels? Specifically how do I remove and add flex channels?

3. - When do I, or when can I, select my flex channels? Do I pick them when I order the service? Is this done online or do I have to contact Rogers in person? Can you change them if your tastes / watching habits change?

4. - If I attempt a self-install but then require help will I be without Internet, TV and Home Phone until an on-site service can be scheduled or will my current setup continue to work?

5. - I maintain a land-line home phone because my wife and I have parents in their late 80's and we are reluctant to change things for the time being. So I have numerous land line phones, some wired and some cordless with base-stations and I read somewhere that the new Ignite modem provides only a single RJ11 port to connect in either a single wired or single base station to it. Is it possible to simply connect that port into a jack in the house and provide phone connectivity to all jacks in the home?

6. - Lastly, in my current setup I have a very good router and I have put my Rogers Hitron modem into Bridge-Mode. So my router (not Hitron) is assigning DHCP IP addressing I would like to do the same thing with the Ignite but I realize that in order to do that I would need to route my TVs through the router. Is this a common setup possibility with Ignite.

 

Many thanks.

-G-
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Re: Rogers Ignite TV Installation/Experiences/Questions


@gmoney63 wrote:

A few questions about moving to Ignite

1. - If I go online to my account and order Ignite for TV, Internet and Home Phone when would my current rogers services stop? In other words I don't want my current services to stop until I have the new Ignite services up and running.


I believe that the switchover takes place when your new Ignite modem gets installed.  As far as I know, you cannot have Rogers Ignite and legacy services active at the same time.  @CommunityHelps , could you please confirm/clarify this?

 

2. - How do I select my flex channels? Specifically how do I remove and add flex channels?

3. - When do I, or when can I, select my flex channels? Do I pick them when I order the service? Is this done online or do I have to contact Rogers in person? Can you change them if your tastes / watching habits change?


You do this by signing into MyRogers.  Just go into your TV service area and you will find an "Exchange Flex Channels" button.  You will see this tool once the Ignite TV service gets added to your MyRogers account.

 

https://www.rogers.com/customer/support/article/exchange-ignite-tv-channels

 

When I signed up for Ignite TV two years ago, I was able to make an unlimited number of Flex channel changes during the first 30 days.  That allows you to see which channels you like or don't like and settle on a channel lineup that works well for you going forward.  Once that grace period is over, you will not be able to make another change until 30 days after your last Flex Channel exchange.  At that point, you can exchange as many Flex Channels as you want but you have to live with your choices for another 30 days.

 

If you have a limited number of Flex Channels, try to schedule your Flex Channel changes around Free Previews to maximize the number of channels available to you.

 

 

4. - If I attempt a self-install but then require help will I be without Internet, TV and Home Phone until an on-site service can be scheduled or will my current setup continue to work?


If your telephone service is with Bell, I would start off by ordering Ignite TV and Internet.  The installation of those services are pretty straightforward.  Replace your Hitron modem with the new Ignite gateway, perform the basic setup, then power up the Ignite set-top boxes and they will automatically discover the gateway and connect to WiFi automatically.

 

Once Ignite TV and Internet are set up and running, you can then port your Bell Home Phone service to Ignite Home Phone at a later date.

 

5. - I maintain a land-line home phone because my wife and I have parents in their late 80's and we are reluctant to change things for the time being. So I have numerous land line phones, some wired and some cordless with base-stations and I read somewhere that the new Ignite modem provides only a single RJ11 port to connect in either a single wired or single base station to it. Is it possible to simply connect that port into a jack in the house and provide phone connectivity to all jacks in the home?


That depends.  It's not quite that simple.  You will first need to physically disconnect the wires of the incoming Bell service from your in-home telephone wiring before you wire up Ignite Home Phone.  Also, you can't do this trick if you have a monitored home alarm system; you need to wire in Ignite Home Phone in such a way that your alarm system can seize the telephone line.

 

6. - Lastly, in my current setup I have a very good router and I have put my Rogers Hitron modem into Bridge-Mode. So my router (not Hitron) is assigning DHCP IP addressing I would like to do the same thing with the Ignite but I realize that in order to do that I would need to route my TVs through the router. Is this a common setup possibility with Ignite.


This is possible but if you should ever run into any technical problems with your service, Rogers will not be able to support you in this configuration.

 

 

FYI, you may also find the following thread helpful: https://communityforums.rogers.com/t5/Internet/Questions-about-Ignite-Service-and-Setup/td-p/471673



gmoney63
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Posts: 2

Re: Rogers Ignite TV Installation/Experiences/Questions

Hi -G-

Thanks so much for the super quick reply to my many questions.

For clarity I am currently on Rogers Internet, Rogers TV and Rogers Home Phone so there will be no porting of anything from another carrier required.

Since I am currently on Rogers Home Phone and my home alarm system does not use the phone lines I should simply be able to plug an RJ11 cable from my wall jack into the Ignite Gateway and the wired handsets in my home should work as normal.

Once again, thanks a million for such a quick and detailed reply.

 

Sailorman
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Posts: 73

Re: Rogers Ignite TV Installation/Experiences/Questions

 

Hi … I’m a long time Rogers customer with legacy Digital TV, High Speed Internet and Home Phone service. Rogers is pressuring us to upgrade to Ignite TV. My current set up is stable, performs well and I have some questions/concerns about changing it. Can someone help. Reading above leaves me very leery.  

 

  • My Rogers CODA modem is located in a 2nd floor bedroom and is bridged. I’m using 2 Eero Pro 6 routers, one connected by ethernet to the CODA; the other wireless on a lower floor. I own both of these. I know mesh pods are available from Rogers but prefer to use the Eero Pro 6’s. I’m paying for 500 mb/s High Speed Internet but consistently get faster speeds throughout. My internet is fast, stable and I’m 100% happy with it. Will my Eero Pro 6’s work with the Ignite modem and will the set up be the same. Can the modem stay in my upstairs bedroom connected to an Eero Pro 6.

 

  • The legacy Home Phone panel with backup power is located in the basement near the electrical panel where the telephone jack wiring is. The panel is connected to this wiring and regular phones can be plugged in anywhere in the house where there is a phone jack. Can Ignite work the same way.

 

  • I have a Home Alarm system connected to the Home Phone box. Since the Home Phone box has a back-up battery, service is not disrupted by a power outage. What options exist for the Ignite Phone. Can it be connected to the alarm box in the basement, and will the alarm system have priority such that it isn’t compromised by making a telephone call on one of the phones. Back up power?

 

  • Is this something that requires an on-site tech call or can I do it myself. With COVID 4th Wave upon us we would prefer not having a tech into the house if this is something that can be done ourselves.  

 

Advice and suggestions much appreciated.   

57
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Re: Rogers Ignite TV Installation/Experiences/Questions

@Sailorman : I'm not an expert on IgniteTV. I don't even have it, I'm also still on Legacy Digital Cable, however, I have read all of the Ignite threads, so here are my comments until one of the experts here chimes in with additional information.

 

1. Yes, that should work - you would "bridge" your gateway/router(s).  Others will have more information.

 

2. Ignite does not work in the same way. There is no separate modem, phone modem.  There is a "gateway" which you need to put somewhere and everything connects to it.  The STBs can connect wirelessly (WiFi) or via Ethernet.

 

3. There is no battery backup in the gateway, but you could plug it into a UPS.  Be aware that most Rogers node locations near your home now no longer have battery backup at the node, so if there is a power failure in your neighbourhood, the home phone likely will go down even if your gateway stays up. Most people have cell phones for backup/emergency use.

 

How the alarm system connects depends on your individual system, so until we know exactly what you have an how it's wired, we cannot comment.

 

It's typically easy to connect the gateway to one of the phone jacks in your home and "backfeed" any other phone jacks in the home using the existing wiring. How this affects an alarm system depends on wiring and system

 

4. You may be able to do this yourself. Many do, however, with an alarm system external help is often required.

 

5. I suggest you read through the relevant threads in the Ignite forum here to get some initial understanding of these things.



-G-
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Re: Rogers Ignite TV Installation/Experiences/Questions

@Sailorman  This installation is doable but will have its challenges.

 

Let's deal with the phone situation first.  The alarm system makes things complicated because it needs to be able to seize the phone line when an alarm triggers so that it can call the central station, even when a phone is off hook or somebody is using the telephone.  Your telephone service therefore needs to feed into the alarm system first (usually through a special jack) and the home's telephone jacks then get access to "dial tone" from the telephone service when the alarm system does not require it.

 

I also have an alarm system that requires a telephone connection.  I have my Ignite gateway installed in my basement so that it can connect to my alarm system and telephone jacks, but I also have my house wired for Ethernet, so I have a lot of flexibility that allows me to easily connect networking gear anywhere within my home.

 

With your current setup, you will basically need to disconnect the cable that plugs into your legacy Home Phone modem (which probably leads to an RJ31X jack where your alarm system connects) and connect that cable to the TEL 1 jack on the back of the Ignite gateway.  That's going to be very difficult to do with the Ignite gateway located on the upper floor.  The basement is the logical place to install the Ignite gateway but now you have to worry about how to provide good network and Wi-Fi connectivity to the rest of your home.

 

 

As for running Ignite TV over your own networking gear, I have done this for the past two years... but there is a big difference between "will work" and "is supported".  Running Ignite TV over your own network gear is NOT officially supported, and to get it working you need to be aware of some quirks, but it is possible.  To get technical support from Rogers, you also need to first put your home network back into a Rogers-supported configuration, with your Ignite gateway running in "gateway mode".  (i.e. with Bridge Mode disabled)

 

I'll pass on a story about my latest dealings with Tech Support:

Two weeks ago, I needed to report problems with Ignite TV that had been going on for a while.  They were problems in the back end and had nothing to do with anything in my home.  I put my home network into a Rogers-supported configuration, reported the problem to Rogers, Rogers tech support ran their tests, confirmed that nothing was wrong in my home, confirmed the problem at their end, and escalated the ticket.  I put my Ignite gateway back into bridge mode, reverted back to my previous configuration, and waited for the problem to get fixed.  I got notified that the problem was fixed, but then it started happening again.  I called into tech support to find out what they did to try to resolve the problem.  I then found out that nothing was done.  The specialist saw that my modem was bridged and immediately closed the ticket without doing anything.  😠

 

At one time, Rogers officially supported Ignite TV deployments with an eero Wi-Fi mesh providing wall-to-wall wireless connectivity.  The eero mesh ran in bridge mode and the install tech disabled Wi-Fi on the Ignite gateway, but the gateway still provided the routing and firewall functionality.

 

As for your telephone conundrum, whether you go with Rogers Ignite TV, Bell Fibe TV, or anything else, you will have a challenging installation, unless you have a direct wired connection of some kind from your modem down to your basement.

 

With Fibe TV over VDSL, the installation tech connects a filtered line to your RJ31X jack/alarm system, and will also need to run either one or two unfiltered lines to your modem location.  If Bell delivers phone service in your area through the VoIP module in the HomeHub modem, unfiltered telephone lines run to your modem and you will still need to connect the modem's telephone jack to your alarm system.

 

With Fibe TV and Fibre-to-the-Home, the incoming Bell fibre feeds into a fibre module on the HomeHub modem.  You will then also need to connect the modem's telephone port to your alarm system.  (...and you have the same dilemma as to where to place the modem, that delivers all your services, as you do with Rogers Ignite.)

 

There are other options:

If Bell can provide you with a Home Phone service over a pair of copper wires, you could get a telephone service from Bell, where the incoming Bell line feeds into your RJ31X jack/alarm system.  You can then place the Ignite gateway anywhere in your home.

 

If you can get cellular connectivity for your alarm system, you can then disconnect the alarm system from your phone lines.  Your Ignite gateway can be placed in any convenient location and "back feed" dial tone to the wall jacks as @57  suggested.

 

Another option may be to do away with having your alarm system monitored.  In my case, the discount that I get on my home insurance for having a monitored home alarm is actually less than what I pay for alarm monitoring.

 

There are also some cool gizmos that will allow you to retrofit legacy alarm systems with network connectivity, where you can get alerted by text or email when an alarm triggers.  You will still have the challenge of providing your alarm system with network connectivity.



Sailorman
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Posts: 73

Re: Rogers Ignite TV Installation/Experiences/Questions

Thanks for all this. It's really helpful and confirms some of my fears.

 

I think for now I'm going to have to stay with the legacy products and try to find a solution for my House Alarm system as that needs a solution first.  It's possible with my DSC Alexor system to set up IP Monitoring but that involves adding an ethernet board to the alarm panel and an ethernet connection (another Eero Pro) in the basement.  I need time to more fully explore this option. Running ethernet lines inside my older house to the second floor isn't an option.  

 

Doing a self install for this set up sounds challenging and not having support from Rogers Tech Support if there are any issues is worrisome. Hopefully Rogers doesn't make this difficult for me. I've been a customer a long time and would like to retain my services and discounts. I realize at some point I'll probably have to move to the newer platform but perhaps now isn't the best time.