Using the Ignite TV Modem/Gateway in Bridge Mode

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Re: Using the Ignite TV Modem/Gateway in Bridge Mode

I've been using the Ignite Modem in Bridge mode since I had it installed about a year ago.  I have it connected to my Ubiquity Unifi Router, Managed Switch and Wifi Access Points.  Works well.  My three Xi6 TV boxes are all connected through Ethernet.  In the past couple of months, I've had issues with the TV feed (freezing of picture and/or sound intermittently).  When speaking to a Rogers tech, they attempted to update the firmware on the Xi6 TV box, however, I told them they wouldn't see it given my bridge mode setup.  Is there a way (or reason) to update that firmware, and if so, how would you go about doing this (other than to revert to Gateway mode and have Rogers do it remotely)?  I see that the software on the Ignite modem gets updated as Rogers rolls out the new software, but I don't know how to access the Xi6 boxes. 

 

Separately, I just had a Rogers tech come to the house.  He saw that the signal coming into the house was above 10db, and had me install a stronger filter to reduce the signal to below 10 (he suggested that may have been the reason for the TV issues).

 

Thanks very much!

 

Jan

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Re: Using the Ignite TV Modem/Gateway in Bridge Mode

@jsorhaug  The Ignite set-top boxes are able to update themselves, even when connected through your own router and with your XB6 in bridge mode.  It is also true that Rogers cannot run their tests because your router's internal firewall does not have the necessary rules in place to allow their systems to connect to the Xi6 set-top boxes and check their status.  There is also no way for you to be able log into the set-top box to check their status.  There are a few diagnostic screens that users can access but nothing that will allow you fully troubleshoot this problem on your own.

 

Rogers can help you to get these issues resolved but you will need to put your network back into a supportable configuration, with your XB6 in gateway mode and with your set-top boxes directly connected to the XB6.

 

As for why this is happening, Ignite TV's network streams get sent in bursts, and should be able to ride out minor network glitches, but video freezes and audio drop-outs can occur if segments in the media stream get delayed, if there is insufficient bandwidth, or due to other issues where the set-top gets busy/overloaded (for whatever reason) and cannot process the network stream in a timely manner.  It could be caused by extreme latency or packet loss in the Rogers network, WiFi problems, or a defective set-top box.  It could also be caused by an improper network configuration on your part.  For example, enabling QoS on your network gear could be causing (or could exacerbate) the problems that you are seeing.



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Re: Using the Ignite TV Modem/Gateway in Bridge Mode

@-G-Thanks very much for your detailed response. You and many of the others on this forum are providing such great help!  Quite amazing. 

 

Agree that there can be many reasons why I experience the TV issue, and some of it may reside in my equipment, however, I do find it a bit frustrating that Rogers is not able to provide same level of service for customers that use their own router/wifi/etc.  There are obviously many reasons why some customers want their own router/wifi/etc. and Rogers should (in my view) as the service provider be able to work with a customer to get their service working and not have the customer be forced to adapt to the Rogers "one size fits all" technology solution?  Anyway, I realize we are where we are!  🙂

 

I guess a potential solution would be to modify the setup to have the Rogers modem operate as a Gateway and connect to the Xi6 boxes in parallel with my own router/switch/wifi servicing all the other Internet needs inside my home, thereby allowing Rogers full access to its equipment and allow me to run the rest off of my own equipment?  But I have never explored how to setup a dual-router configuration that way.  Will it cause more headaches then it is worth?

 

Again, thanks for your help!

Jan

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Re: Using the Ignite TV Modem/Gateway in Bridge Mode

@jsorhaug "I do find it a bit frustrating that Rogers is not able to provide same level of service for customers that use their own router/wifi/etc. There are obviously many reasons why some customers want their own router/wifi/etc. and Rogers should (in my view) as the service provider be able to work with a customer to get their service working and not have the customer be forced to adapt to the Rogers "one size fits all" technology solution?"
You have chosen to protect you network and that means that an outside "agent" is blocked form entering or seeing your devices and configuration. To provide access you would have to give them specific authority to your system. Do you know how to do that? Would the procedure be the same for each different type of router that a customer may have installed, and should Rogers be knowledgeable about them all? Likely not, and the percentage of customers with their own routers and switches will be small. It just does not seem to make business sense to support this small population.
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Re: Using the Ignite TV Modem/Gateway in Bridge Mode


@jsorhaug wrote:

@-G-Thanks very much for your detailed response. You and many of the others on this forum are providing such great help!  Quite amazing. 

 

Agree that there can be many reasons why I experience the TV issue, and some of it may reside in my equipment, however, I do find it a bit frustrating that Rogers is not able to provide same level of service for customers that use their own router/wifi/etc.  There are obviously many reasons why some customers want their own router/wifi/etc. and Rogers should (in my view) as the service provider be able to work with a customer to get their service working and not have the customer be forced to adapt to the Rogers "one size fits all" technology solution?  Anyway, I realize we are where we are!  🙂

My pleasure!

 

Keep in mind that Comcast designed all of the components as an integrated solution that can be supported, end-to-end, by the service provider.  It simply isn't feasible for a Rogers or a Comcast-sized company to support any configuration that they cannot test, certify, support or troubleshoot themselves.  We should consider ourselves fortunate that we even can run Ignite TV on our own networking gear, but I don't expect Rogers to support any configurations involving network components that they don't know anything about.

 

I guess a potential solution would be to modify the setup to have the Rogers modem operate as a Gateway and connect to the Xi6 boxes in parallel with my own router/switch/wifi servicing all the other Internet needs inside my home, thereby allowing Rogers full access to its equipment and allow me to run the rest off of my own equipment?  But I have never explored how to setup a dual-router configuration that way.  Will it cause more headaches then it is worth?


I also use business-class WiFi gear.  I create a separate SSID on my AP just for the Ignite TV set-top boxes and I duplicate that SSID/passphrase in the XB6.  (That SSID is disabled on the XB6 when it is in Bridge Mode.)  When I need to fall back to a supported configuration, I power-off the set-top boxes, disable (or rename) the "Ignite" SSID in my AP, put the XB6 into gateway mode and reset the IPv4 and IPv6 WAN interfaces on my router, then power up the set-top boxes.  The STBs should now be connected to my XB6 via WiFi.

 

I will then re-test in this configuration to verify that the problem replicates, and will call Rogers if I need them to troubleshoot and investigate further.

 

When we have finished troubleshooting, I reverse the above steps to revert back to running on my own equipment.

 

But I have never explored how to setup a dual-router configuration that way.  Will it cause more headaches then it is worth?


I only go into a "supportable" configuration when I need support.  If you look at the set-up tips that I wrote up earlier in this thread, the IP address allocations were done in such a way that my equipment would work with the XB6 in either bridge mode or gateway mode, and also considered situations where you might need to factory-reset individual pieces of equipment without breaking things too much.

 

 

Back to your original problem, are you still getting audio and video dropouts from time to time?  If so, is it only happening on one set-top box or do you see the same problem on all of them?



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Re: Using the Ignite TV Modem/Gateway in Bridge Mode

@-G-  Again, thanks so much for your detailed responses on this! 

 

As to you last question regarding my TV signal, I will monitor it to see if the signal strength reduction which the tech did yesterday will make the situation better.  Since the TV signal issue (freezing picture and/or sound) was intermittent, it's something I need to now monitor closely going fwd.  Other family members have also mentioned poor internet signal over the past few months, but yet again another intermittent issue.  I originally "blamed" it on our and other's increased use of home services due to Covid-19, however, decided to check it out with Rogers, so hopefully the signal issue was the cause of the issue and now rectified. 

 

Again, thanks for all of your awesome suggestions.  I will have to review them and see if I want to pursue some of those. 

 

Have a great day!

Best,

Jan

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Re: Using the Ignite TV Modem/Gateway in Bridge Mode

I tried to put  XB6 gateway back into Gateway mode and setup my Orbi router and Satellite and AP mode. 

What I did on XB6 Gateway was enabled DHCP with 192.168.50.11 - 192.168.50.100. By doing that XB6 internet IP got changed to 192.168.50.1. 

Now everything seemed to have connected back to internet as it was before. I have lots (around 40) of smart devices connected. Next morning I checked my Nest thermostat in my phone app, it was showing offline. I checked few other devices which were showing offline. When I checked Nest thermostat physically, it was connected to wifi but was showing offline. There were few other devices in the same mode e.g Nest Protects etc.

Then ran to basement and changed XB6 back to Bridge mode and made Orbi as router and connected everything back and everything is running normally now. So I have no idea where was the problem that devices were connected to wifi but still showing offline.

Now I cannot connected to XB6 using 10.0.0.1 anymore. So IP it got switched to now? 

Is it possible to reset it to factory default settings so that it goes back to 10.0.0.1?

I will appreciate your help.

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Re: Using the Ignite TV Modem/Gateway in Bridge Mode

Hello @rookie8155,

 

I am glad to know that the devices that were showing offline despite being connected to the WiFi are working now 😊!

 

I would recommend a factory reset if you are unable to connect to your router settings through your browser. 

 

Please let us know if that helps.

 

 

Regards

 

RogersNiki

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Re: Using the Ignite TV Modem/Gateway in Bridge Mode

Thanks for your reply. Will factory reset change IP address within the router change to default 10.0.0.1 range.
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Re: Using the Ignite TV Modem/Gateway in Bridge Mode


@rookie8155 wrote:
Thanks for your reply. Will factory reset change IP address within the router change to default 10.0.0.1 range.

Yes, the factory reset will reset all settings to their defaults, including WiFi settings and the addressing for the internal LAN.

 

I'm still a bit surprised that you cannot connect to your XB6 at http://10.0.0.1/

 

Did you also try accessing it at http://192.168.50.1 , even while it was in bridge mode?  If that conflicts with what you are using on your Orbi's internal LAN, try unplugging the Orbi from the XB6, reboot the XB6, wait 10 minutes, then connect directly with an Ethernet-connected computer... if you should want to try to regain access without the factory reset.