Unable to unpause Ignite TV boxes

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Trinirish2
I've Been Here Awhile
Posts: 2

Unable to unpause Ignite TV boxes

I just got Rogers ignite TV on March 4th and everything worked fine until I used the mobile app to "pause" wifi to devices for my son.   When I went to unpause the assigned devices all come back except my 4 TV boxes which still showed paused.   I called Rogers tech support 2 times to try and correct but they were not able to do so remotely.   I only see the following message on my TV screen "Welcome connecting to your entertainment experience". This message will stay on for hours but no TV programs will be displayed.  They have arranged for a tech to come back out next week to see if they can correct.

I am using 4 wireless boxes and the Rogers tech brought my router box up from basement to main floor for better signal which works.   This is very frustrating seeing that I had no issues with the TV top boxes before switching to the ignite wifi system.  So now have no TV service for at least 5 days or more.   If anyone else has experienced this and has a solution please let me know.  I have tried the following :

1- unplug moden/router and TV boxes - that did not work

2- tried to reset gateway moden - that did not work

3-Unplug individual TV boxes - that did not work

 

***EDITED LABELS***

 

-G-
Resident Expert
Resident Expert
Posts: 1,879

Re: Unable to unpause Ignite TV boxes


@Trinirish2 wrote:

I just got Rogers ignite TV on March 4th and everything worked fine until I used the mobile app to "pause" wifi to devices for my son.   When I went to unpause the assigned devices all come back except my 4 TV boxes which still showed paused.   I called Rogers tech support 2 times to try and correct but they were not able to do so remotely.   I only see the following message on my TV screen "Welcome connecting to your entertainment experience". This message will stay on for hours but no TV programs will be displayed.  They have arranged for a tech to come back out next week to see if they can correct.


Rather than using the mobile app, what do you see when you go to https://ignitewifi.rogers.com and log into the Ignite WiFi Hub?

 

Make sure that your set-top boxes are not blocked.  Next, create a custom device profile and assign the set-top boxes to that profile.  Hopefully that will prevent their Wi-Fi access from being paused in the future.

 

If all else fails, you can also try to Delete and Forget the set-top boxes from within the Ignite WiFi hub.  Reboot the set-top boxes and they should then reconnect to Wi-Fi as new devices.



Trinirish2
I've Been Here Awhile
Posts: 2

Re: Unable to unpause Ignite TV boxes

I ended up doing a hard reboot on the gateway hub ( small hole on back of modem ) and then removed existing wifi network and set it back up again. That worked!!  All TV devices came back on line and are working .

-G-
Resident Expert
Resident Expert
Posts: 1,879

Re: Unable to unpause Ignite TV boxes

@Trinirish2  Yup, that'll work too!  Glad to hear that you're up and running again!



Gdkitty
Resident Expert
Resident Expert
Posts: 14,297

Re: Unable to unpause Ignite TV boxes

I agree with G though.

You might be best to set up the profiles.

I put all my rogers devices like the TV boxes into one profile.  
Then have the rest spread out between each user/owner of each device.

That  way I can turn my sons off completely separate then the rest of them.



Pieboy314
I Plan to Stick Around
Posts: 13

Re: Unable to unpause Ignite TV boxes

Hello, I have the opposite problem. I want to pause my Ignite TV box. When it is added to a Profile and the Profile is paused, all devices under that profile are paused EXCEPT the Ignite TV box. And when going to the device list, all devices EXCEPT the Ignite TV box has the 'Pause Device' button on the top right. The Ignite TV box has neither the Edit or the Pause Device option in the device banner.

 

 

RogersAndy
Moderator
Moderator
Posts: 557

Re: Unable to unpause Ignite TV boxes

Hey @Pieboy314!

 

The IgniteTV stb's don't have a pause feature for internet connectivity but I'll be happy to pass this interest along to our product team.

 

@RogersAndy

Pieboy314
I Plan to Stick Around
Posts: 13

Re: Unable to unpause Ignite TV boxes

please do log a feature request for me. I am as interested in scheduling a pause in our TV as for our wifi 

Gdkitty
Resident Expert
Resident Expert
Posts: 14,297

Re: Unable to unpause Ignite TV boxes

No need for any feature request.

Create a profile for the TV boxes, and then add all, or just some of them if you only want specific ones, to that profile.

Then you can manually, or by schedule, pause those devices



Pieboy314
I Plan to Stick Around
Posts: 13

Re: Unable to unpause Ignite TV boxes

did you read my original post? "When it is added to a Profile and the Profile is paused, all devices under that profile are paused EXCEPT the Ignite TV box."

did you try this? I checked to see if anything had changed or updated since Jan. 14 but it still doesn't work for me.