Lagging,freezing & weak signal

[2609]

Every single month we have the same issues with our Ignite services lagging, freezing, turning off due to weak signals.  This is becoming EXTREMELY FRUSTRATING because Rogers technical keep telling me that there are issues in our neighbourhood.  What & HOW LONG is it going to take for Rogers to fix these issues?  We never ever had a problem when we had cable boxes.  Unfortunately Rogers forced us a few years ago to go with Ignite or they would not renegotiate our package.  Our hands are tied and although my choice would be to switch to Bell with brand new fibre just run, they will be the same because all services now with these companies are all internet based and Bell customer service is horrendous.  Rogers please make this right so we am not forced to change providers.  Your personal customer service has always been exceptional for us, but the actual Ignite services are a FAILING grade and you are very close to pushing us into the hands of the competition / cancelling our services altogether Very disappointing!

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[RogersTony]

Hello, @2609

Welcome to the Rogers Community Forums! 

It's very disappointing to hear about your experience with the Ignite TV service thus far. The issues that you've described sound like it could be related to a poor WiFi signal.

• How far away is the modem from the Ignite TV box?
• Do you have more than 1 Ignite TV box? If yes, Does it happen on all boxes?
• Do you have WiFi issues when using the internet service on your personal devices?

Please follow the steps outlined here so we can review your signal level tables.

We look forward to hearing from you.

RogersTony

[yunier850710]

I have same issue, i moved to a new house 1 month ago, 1GB download speed Ignite Internet, no TV just only internet service, and i can't work from home, watch a movie or play online, having a lot of high latency issue. Rogers technician open tickets and close tickets and never solved, still. I am really upset thats i will post here, because i don't have any solution until now . My computer is connected directly to the Rogers Modem LAN port. this is a capture of ping google.com, normally should be 13 to 30ms latency. This is becoming EXTREMELY FRUSTRATING. 

ping google.com

Reply from 142.251.41.46: bytes=32 time=28ms TTL=117
Reply from 142.251.41.46: bytes=32 time=17ms TTL=117
Reply from 142.251.41.46: bytes=32 time=25ms TTL=117
Reply from 142.251.41.46: bytes=32 time=26ms TTL=117
Reply from 142.251.41.46: bytes=32 time=20ms TTL=117
Reply from 142.251.41.46: bytes=32 time=77ms TTL=117
Reply from 142.251.41.46: bytes=32 time=1146ms TTL=117
Reply from 142.251.41.46: bytes=32 time=815ms TTL=117
Reply from 142.251.41.46: bytes=32 time=340ms TTL=117
Reply from 142.251.41.46: bytes=32 time=63ms TTL=117
Reply from 142.251.41.46: bytes=32 time=810ms TTL=117
Reply from 142.251.41.46: bytes=32 time=54ms TTL=117
Reply from 142.251.41.46: bytes=32 time=269ms TTL=117
Reply from 142.251.41.46: bytes=32 time=23ms TTL=117
Reply from 142.251.41.46: bytes=32 time=25ms TTL=117
Reply from 142.251.41.46: bytes=32 time=206ms TTL=117
Reply from 142.251.41.46: bytes=32 time=1622ms TTL=117
Reply from 142.251.41.46: bytes=32 time=28ms TTL=117
Reply from 142.251.41.46: bytes=32 time=837ms TTL=117
Reply from 142.251.41.46: bytes=32 time=833ms TTL=117
Reply from 142.251.41.46: bytes=32 time=2179ms TTL=117
Reply from 142.251.41.46: bytes=32 time=433ms TTL=117

Reply from 142.251.41.46: bytes=32 time=17ms TTL=117
Reply from 142.251.41.46: bytes=32 time=25ms TTL=117
Reply from 142.251.41.46: bytes=32 time=26ms TTL=117
Reply from 142.251.41.46: bytes=32 time=23ms TTL=117
Reply from 142.251.41.46: bytes=32 time=1026ms TTL=117

[RogersJermaine]

Hi @yunier850710,

Thank you for joining the conversation here on the Rogers Community Forums. We do apologize to hear that you are having an ongoing issue with your connectivity. Our goal is to provide a reliable service and would like to see if we can get this resolved for you.

Can you please follow the steps outlined in our help article here to provide us with some more information?

Thank you
RogersJermaine

[yunier850710]

1- I rebooted the modem couple of times. still having high ping spikes

2- ping test result

ping -n 50 google.com

Ping statistics for 142.251.41.46:
Packets: Sent = 50, Received = 50, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 2408ms, Average = 366ms

3- trace route test result

Tracing route to google.com [142.251.41.46]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.68.1
2 25 ms 182 ms 149 ms 99.246.86.1
3 257 ms 47 ms 15 ms pc001b24b82e75-wm0003d71235fc.wbb.net.cable.rogers.com [24.156.143.201]
4 264 ms 19 ms 38 ms 209.148.235.109
5 123 ms 14 ms 94 ms 209.148.235.214
6 26 ms 108 ms 28 ms 72.14.216.54
7 1427 ms 547 ms 25 ms 209.85.249.37
8 623 ms 270 ms 93 ms 216.239.49.189
9 22 ms 41 ms 20 ms yyz12s08-in-f14.1e100.net [142.251.41.46]

Trace complete.

all technicians said there is some disturbance in the area, area issue, but all the times that i open a ticket they close it, and still with this issue, never happened this before where i lived at the old place. the above report was performance  at 12.44 AM. I cant, play, i cant work, my 1GB internet speed does not work properly. I use wired connection, i tried to put the LAN cable directly into the modem and still same issue.

[yunier850710]

Cancelling my account with rogers. if i will get really bad service and internet, i will pay for a cheaper internet..

[RogersCorey]

I am sorry to hear that you're cancelling your services with us. If you'd reconsider, I'd like to troubleshoot and resolve this latency issue you're reporting. 

Please 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