@PDUBZ wrote: ...makes me wonder why a single modem needs so much power lol!!!!
I can't imagine the modem using more than say 5-10W. The IgniteTV STBs probably only use 5W or less. I suggest you look elsewhere for the source of your problem. Perhaps try plugging the problem equipment into a different circuit in your home. You may need an extension cord for that test.
You can test the power draw of various devices using a Watt Meter. Sometimes you can borrow one from a friend or local library.
Hello @Pguy!
Welcome to our Community!
Is your Internet still down?
If so, feel free to send us 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
@atpham wrote:
Rogers promised that if I switch to Ignite internet, I can get good internet anywhere throughout the house. It has been almost two years and every month or two I have to call for support and Rogers used to send someone to the house to fix the problem. It seems that now they don't even bother to come out any more. June 29th, I called and they said they would send someone out and will either call or text me within 24-48 h to let me know what needs to be done to fix the unstable internet connection. NOONE called or text.
Sorry to hear about your difficulties. Did you just switch to Ignite Internet recently or did you make the switch two years ago and have been battling with Rogers ever since?
Rogers makes a pretty bold "Ignite WiFi promise", and with the latest version of their hardware, they do offer a good solution that should perform well when installed correctly. (Obviously, that promise comes with some conditions. There are some highly-populated areas and certain types of building construction where Wi-Fi will not perform well.)
Problem continued on and off. I called on July 19th and the tech support repeatedly told me that unless I am hardwired I should not expect to get stable or high speed internet until I told her to stop telling me nonsense as that is not the claim Rogers makes about Ignite service.
If you have a Gigabit Internet service, it is unrealistic to expect Gigabit speeds over wireless... but if installed correctly, the service should be stable and you should get good WiFi coverage.
If you Internet service is unstable, you need to figure out whether it's due to a Wi-Fi problem, a problem with the Ignite gateway, or the coax Internet connection itself. An Ethernet-connected computer should always have good, stable Internet connectivity. If it does not, that is the first thing that Rogers needs to fix.
She said someone will look into it and get back to me within 24 h as she made the ticket high priority. NOONE called or text to let me know anything. I called again on July 20th, tech support gave me the same answer and assured me that I would be contacted by end of day to let me know what needs to be done to fix the issue. Needless to say, I did not receive a single call or text and the problem continues..... Do I have to make another half an hour call to receive the same answer again?!?
Their tech support is now telling the same lie every single time. Clearly they are no longer bothering to fix the issue. What does it take to get tech support or should I just switch provider if I wish to get any service????
Lots of people here say that their Internet keeps dropping. It could be a problem on Rogers side. It could be a problem within your home that you need to fix.
I just performed an Ignite TV installation a few days ago for family members who had never had Rogers Internet.
The first thing that I had to do was clean up the installation, removing splitters that they had in place for their Digital TV coax feeds. I made sure that their modem had a good connection.
A Rogers tech (a contractor) dropped off the Ignite TV and Internet equipment. The signal levels looked a bit strong at first, and this was confirmed when I brought the modem online. I installed a 6 dB attenuator and the tech confirmed that everything looked good from his side. I did the same and confirmed that the modem stats looked good. The tech left and I continued to test the Internet connection before installing anything else. I didn't see any uncorrectable codewords errors in the stats and I was getting the speeds that I was expecting when I tested with a computer over a wired Ethernet connection.
Before installing Pods, I manually set my preferred 2.4 and 5 GHz Wi-Fi channels on the modem. I did some Wi-Fi testing using just the modem/gateway's Wi-Fi. I also installed one Ignite TV set-top box (next to the modem) to confirm that the Ignite TV service worked well. I also did a site survey and confirmed where the Wi-Fi signal was good and where I needed to improve coverage.
I knew that I needed to install a Pod. I also had to find the best possible location to install that Pod. It couldn't be too close or too far from the Ignite modem/gateway. It had to provide coverage to the dead zones in the house. It also had to plug into an available wall socket. I found a good location for the Pod but then had to reposition the modem so that the Pod could get a good connection. (The wall behind the modem had plumbing, wiring, duct work, etc. and this made it very challenging to get a good connection to the Pod, and the Pod kept going offline.)
Today, everything is still performing well. No issues. However, it was really tricky getting the Wi-Fi installed correctly. If I were to move the modem literally inches to the left or right, WiFi performance and stability would suffer. You can't just take components out of the box, plug them in and expect everything to just work.
@atpham I really am sorry to hear that you are experiencing these difficulties. However, the only way to get this fixed may be to redo the same steps that I did. Start by ensuring that you have a good, stable Internet for your devices with wired Ethernet connections. Once that is done, get your Wi-Fi network stable. This may not be an easy task if you are in a high-density area with many Wi-Fi networks and/or have a home with challenging building construction.
You can also start by sending a private message to the @CommunityHelps team and ask them to check your modem's signal levels and the health of the Rogers network in your area.
Hello, @NM72.
Thank you for your patience with an intermittent Internet connection, and welcome to Rogers Community Forums.
Are you experiencing this intermittency on a wired or WiFi connection?
Can you also please post the Downstream, Upstream, OFDM/OFDMA sections from the Status/DOCSIS WAN page of the modem? This data will help in analyzing the signal reaching your modem.
Cheers,
RogersMoin
@jphorx Did your support calls ever get escalated to second-level (or higher) techs and/or did they ever dispatch an actual Rogers field tech, who drives a red truck, not a contractor?
An L1 support tech can check your signal levels and tell you that everything is fine. Higher-level techs and network engineers have access to additional troubleshooting tools, logs and stats on the node/CMTS.
Given that this issue has been going on for so long, Rogers probably knows exactly what the problem is and has escalated this issue with their vendors. However, if any of their vendors are not cooperating, it could still be a while before this problem (for those affected) finally gets fixed.
@jphorx wrote:
They've never sent anyone in a red truck, so I guess I can try again.
It's just such an exhausting procedure to go through the call center and go through all the steps in their script... I've done it so many times only to get a trainee-level tech show up or a promise to "monitor it on our end".
Rogers dispatched a contractor. Those folks are fine for dealing with most problems. However, if the problem is beyond their ability to fix, they don't seem to have the ability to escalate it to Rogers' engineering or maintenance teams.
I asked them to skip their script last time and just escalate immediately I was literally hung-up on. After a 55-minute wait to talk to them, it just left me seething, so I thought it best for everyone involved not to call back right away.
I can't stress enough how important it is to be patient with whoever you deal with on the phone. You may be frustrated but the tech support teams really are trying to help, and there are reasons why they need to stick to established procedures. To get this escalated, you just need to tell them that the contractor that they dispatched was unable to fix the problem, that your issue is still ongoing, and ask them to dispatch a "Senior Tech". Before they do that, hopefully the L1 tech will escalate (and perhaps even transfer your call) to their L2 techs for further investigation.
Another avenue for support is to send a private message to the @CommunityHelps team.
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