IGNITE GATEWAY KEEPS GOING OFFLINE - MODEM REPLACEMENT?

[ok31]

I have been with Rogers Ignite Wifi for a few years and I am currently experiencing poor wifi connectivity as it keeps going on and off numerous times. The Ignite Gateway keeps going offline! This has happened for over a week now. I believe it is due to my modem as when I perform a wifi troubleshooting, it states "Your broadband modem is experiencing connectivity issues" I would like to replace my current modem with a new and upgraded one. As a longtime Rogers customer, I have been experiencing wifi troubles and this has caused an inconvenience for my family and I. What should I do? Should I request a new upgraded modem? Is it possible to speak to someone at a physical Rogers store about this? 

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@ok31 wrote:

What should I do? Should I request a new upgraded modem? Is it possible to speak to someone at a physical Rogers store about this? 

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It's possible that your gateway is defective.  The Ignite Gateways have a low failure rate so I would first try to perform a factory reset, and I would perform that reset using the physical reset button.  You will then need to re-do the basic setup, either with a web browser or using the Ignite HomeConnect mobile app.

If things still do not stabilize, I would send a private message to @CommunityHelps and ask them to run their tests.  If they find that the modem is defective, they can then arrange for a replacement.  If they find that the instability is being caused by problems in your area, they can arrange to have a tech dispatched to investigate further.

You cannot get your equipment swapped or upgraded on your own.  The Rogers stores no longer perform equipment exchanges... and even going back many years ago when they did, they could not do that unless the equipment was deemed defective by Rogers Tech Support.

[shedrock]

I happened to stumble across this thread on a Google search. I seem to be experiencing an issue with my Gateway, but also my Internet keeps dropping out on me if I am downloading, at times I am just browsing and it happens. I have not called tech support because I was busy with work stuff etc. Anyway, this started yesterday, and even though this post has nothing to do with my Ignite TV, I seem to be having an issue with that as well (sometimes). I guess my best bet would be to call tech support. I am just not sure if they can assist me if the system is up and running. When the above happens with the Internet, I unplug my Router, then the Modem, but I usually have to do it twice before it starts up.

Thank you if anyone has any idea as why this may be happening.

Regards,

Shedrock

[RogersJermaine]

Hey @shedrock,

I am glad to hear that you were able to find a similar thread for an issue that you are facing. We do hope you are able to find the threads and resources on the Rogers Community very helpful. We also have some great hubs with engaging content that you can interact with.

In your scenario, losing your internet connection can be frustrating, but we can go through some steps to see what may be causing this.

You mentioned that this issue started yesterday. Were there any recent changes made to your connection?
Do you notice what colour the LED light on the modem is when the connection drops?
Has the issue happened again since you last reset your router and the modem?

Let us know any further information, and we can work together to reach a resolution.

Regards
RogersJermaine

[TheCat007]

I am having the same issue for a while now. I ask the to swap my modem and they refuse to do this without sending a tech onsite which is not convenient for me. I used to be able to do this at the Rogers store but they no longer support this so I’m stuck.

[RogersMoin]

Hello, @TheCat007.

We welcome you to our Community and thank you for joining this thread. If the modem keeps going offline, it's mostly related to the RF signal, not the modem hardware itself. Hence, a tech visit is required to determine the root cause of the problem.

Let us know when it's convenient for you; we can work with you to arrange a tech visit.

Cheers,
RogersMoin