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Intermittent Disconnection Issue with Ignite

Craigkatie
I've Been Here Awhile

I've recently switched from old Rogers system to ignite. Had no issues with internet before the switch. Since switching to ignite I have intermittent disconnection issues while working. Skype calls dropping and disconnection from a VPN. Sites won't load. If I disconnect from internet and reconnect issue is fixed immediately. How do I stop these intermittent disconnection issues? Multiple phone calls to Rogers and tech visit have solved nothing. This is getting extremely frustrating. Wish I could get rid of ignite and go back to their old internet. PLEASE HELP

 

 

***Edited Labels***

6 REPLIES 6

Re: Intermittent Disconnection Issue with Ignite

RogersMoin
Moderator
Moderator

Hello, @Craigkatie.

 

Thank you for posting your concern; getting VPN dropped while working can be disruptive. Are your other home devices remain connected when you lose your VPN?

 

We need to figure out the root cause of the disconnections. Please check out our VPN troubleshooting FAQs to identify the problem.

 

Please keep us posted.

 

Cheers,
RogersMoin

Re: Intermittent Disconnection Issue with Ignite

BMRBMR
I've Been Here Awhile

Multiple homes on my street are having the same issues ( Internet use and TV and PHONE ).  Rogers has had someone at the street last week and has not fixed the problem. Internet pings are between 10 and 1000 randomly.  My wifi calling does not work at all, people on the other side say my call is completely broken up.   It has been more than a week,  FRUSTRATING !!!!!

Re: Intermittent Disconnection Issue with Ignite

Craigkatie
I've Been Here Awhile
Wifi on laptop drops signal as well. TV seems to work fine. Occasionally disconnected from Netflix on Tv. Tech came again today and switched the modem to a different model. Hopefully fixed but we shall see.

Re: Intermittent Disconnection Issue with Ignite

Craigkatie
I've Been Here Awhile
I feel your pain. The first tech said it was an issue with the node at the street and that most of my neighbours probably had issues too. Tech came and fixed outside node but problems persisted. Tech came by to change out the modem with a different model today. In the 5 previous years I had the old Rogers system and it worked great. Switched to ignite a while back and I've had nothing but problems since.

Re: Intermittent Disconnection Issue with Ignite

DavidHeilig
I Plan to Stick Around

Ignite TV and Internet dropping connection constantly (merged post)

This has been happening for about two months now and they have sent techs to my house four times already to fix the issue. They have replaced the modem, coax and I've replaced my ethernet cable and its still happening. Basically every few minutes my ping spikes to 6000 in Discord and online games (I am connected via Ethernet) and the tv goes black and then 10 or so seconds later it comes back on. From what I've read online this is likely a case of a drop cable needing to be replaced. However the Rogers technicians are refusing to change it. They are now sending us wifi pods thinking it will fix the issue even though I was adamant that the wifi was not the issue. What do I have to do to get them to fix this issue? Its been two months with non functioning tv and internet my family and I are so frustrated we would have switched providers already if Bell offered better speeds in my area. I am willing to try anything, its the holidays and we cannot even enjoy ourselves. Please help us were so sick of dealing with this.

Re: Intermittent Disconnection Issue with Ignite

Good morning @DavidHeilig!

 

Running a temporary aerial drop until such time that we can bury a new cable may be a solution but that is typically the last resort that we'd explore after eliminating all other possibilities. We'd only move straight to running a new drop if we knew for certain it was damaged or cut. 

 

In any case, we should have a tech come out to investigate and determine the next best steps.

 

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

 

Regards,

RogersCorey

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