Ignite Modem Reset Disconnects Router & TV losing signal (Black Screen)

[downlowstudio]

We are long time Rogers customers with a recent switch to Ignite. It would seem that Rogers resets the modem ever few weeks sometime in the night causing our router to lose connection to the modem. We have to factory reset both units to reset the connection. We have the black modem in bridge mode with a Linksys router. We've spoke to IT several times but it's just the same old 'reset'. We had the same setup with our legacy service and there were no issues with connectivity.

Also, our main TV will cut out to a black screen. It will do it for a few seconds in quick succession for a few minutes and then be fine for a while. Then the problem starts over. This only seems to happen on the box connected to our LG smart TV. We have tried connecting the box directly via ethernet cable and disabling the TV Wifi. This does not solve the issue. At this point we can't even watch cable on our main television. Since the problem is intermittent it is hard to catch and talk to IT when it's happening. The modem has been reset several times and did not fix the issue.

***Edited Labels***

[RogersJermaine]

Hi @downlowstudio,

Welcome to the Rogers Community Forums and thank you for you post! We appreciate your loyalty and do apologize to hear that your experience so far has not been the greatest with the Ignite services. We most certainly do want to address both concerns that you have brought up to see if we can work to a resolution.

Do you currently have the Ignite Modem in bridge mode, and then using your own Linksys router for Wi-Fi connection for your devices including the Ignite Entertainment boxes, correct? 

If you can test the connection without your router connected and just use the Ignite Modem for the connected devices in the home. Leave it with that setup for awhile and let us know if you are still noticing the modem resetting and your TV losing signal.

Looking forward to your reply!
RogersJermaine 

[downlowstudio]

Yes we do have a router and it was set up in bridge mode. We had a tech come out 2 weeks ago. He tested everything. All the signals coming in to the house were fine. He has now taken the modem out of bridge mode and we have 2 networks. He connected the main TV to the Rogers modem directly via ethernet cable and said that should fix the issue of the cable cutting in and out. He also updated the software on the box. But the problem continues to happen. We can watch Netflix, Prime etc on the TV completely fine. As soon as we go back to cable the issue starts. At this point we might as well get rid of cable since we can't watch any of the shows we like without missing chunks of the show. It remains to be seen if there will be any internet issues as those seem to happen a few weeks to a month in between.

[RogersMoin]

Hello, @downlowstudio.

We appreciate the additional info; being unable to watch your main TV is disappointing. Is this problem affecting only your main TV?

Do you have other TVs working fine? Have you tried a different HDMI port on your main TV?

We look forward to hearing from you.

Cheers,
RogersMoin

[downlowstudio]

Yes, we have tried all HDMI ports on the main TV, including removing devices plugged into other HDMI so that the Rogers set top box is the only one plugged in and the same issue.

[RogersTony]

Hello, @downlowstudio 

Thanks for the additional details.

Can you swap that Ignite TV box with another TV box in your home to see if the same issue is occurring? If the issue goes away then it is most likely a faulty box. Is if the same issue persistent on another box we'll need to continue troubleshooting this issue.

Let us know how that goes for you.

RogersTony

[downlowstudio]

We did swap the unit with one from a different TV. We are still having issues with the new box and the box we swapped is working fine on the other TV.

[RogersJermaine]

Hi @downlowstudio,

Thank you for the updated information. That does rule out the box as the possible issue if it is working okay on the other TV and the second box is having the same issue on that TV.

On the TV that is having the issue, are you getting any error messages, or is it just intermittently going to a black screen?

You did mention trying all of the HDMI ports were you also able to try a new or different HDMI cable as well?

I look forward to your reply!

RogersJermaine