Ignite TV App - Not Connected to the Internet error

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Moderator
Moderator
Posts: 654

Re: Ignite TV App - Not Connected to the Internet error

Hello again, @alijaffer

 

Thanks so much for providing us with that info!

 

There aren't any specific ports that need to be open for the Mobile App to work. If you have not already, please completely uninstall and then reinstall the App on your devices. This will ensure any cached App data is cleared as well as ensuring you have the latest version downloaded.

 

Please confirm if you have tested the connection on your mobile devices using both Wi-Fi and Cellular Data. Does the same "Not connected to the internet" error occur on both connections? If the same error is occurring please provide us with the OS you are running on both devices as well as the App Version so we can review.

 

We look forward to your response!

 

RogersTony

 

I Plan to Stick Around
Posts: 8

Re: Ignite TV App - Not Connected to the Internet error

I uninstalled and reinstalled the app on both devices.

Pixel 3
Android version: 9
App version: 5.2.2.001
Does not work on wifi and works on cellular. I can't get past the get started screen unless I turn off wifi and if I turn it o to get past and then turn it back on then all the shows disappear.

iPhone X
IOS version: 12.2
App version:
Does not work on wifi and works on cellular. I can't get past the get started screen unless I turn off wifi and if I turn it o to get past and then turn it back on then all the shows disappear.
Moderator
Moderator
Posts: 654

Re: Ignite TV App - Not Connected to the Internet error

Hello again, @alijaffer

 

It sounds like the issue is specific to your Wi-Fi connection.

 

We'd like to run some tests on your equipment and see if we can determine if there is an issue with the settings that are causing the Apps to display this error message only when connected to Wi-Fi.

 

Please send a Private Message to @CommunityHelps so we can gather your info and get started on this for you. If you are not familiar with our Private Messaging system please Click Here.

 

RogersTony

I Plan to Stick Around
Posts: 8

Re: Ignite TV App - Not Connected to the Internet error

I was just able to figure out the issue.

I ran ipconfig on the computer hardwired to both the rogers modem and my personal router. When doing this I noticed the DNS servers do not show up for my router.

Even though it should be inherited, I tried hard coding the rogers modem's DNS entries on my router and reset the router.

I am now able to access the ignite app on both my Pixel 3 and iPhone X.

Hope this helps others with a second router.

Thanks,

Ali
Moderator
Moderator
Posts: 1,047

Re: Ignite TV App - Not Connected to the Internet error

Thanks for updating the Community @alijaffer! We appreciate it!

 

Hopefully, this advice will be of help to other users. Smiley Happy

 

Regards,

RogersCorey

I've Been Around
Posts: 1

Re: Ignite TV App - Not Connected to the Internet error

This is ridiculous! Everyone is saying the same thing and Rogers keeps trying to say it's something we're doing. Mine used to work and just stopped. Tried everything they've suggested. Works on my android tablet but not on S9, A8, S5. I've had 2 tickets opened and then I get a text saying "Thanks for reporting a problem with your Ignite TV. We have been unable to identify an issue at this time. If you're still having an issue, please contact us (www.support.rogers.com) and quote case number _____." Come on Rogers, stop blaming us and figure this out!
Moderator
Moderator
Posts: 151

Re: Ignite TV App - Not Connected to the Internet error

Hey @sbinnie,

 

Welcome to the Community. Where the issue seems to have popped up out of nowhere and was working before, I can understand your frustration. We can certainly give you a hand in hunting down what the issue is.

 

We'll need more information on how your Ignite TV is set up, do you have your own Router in use? If so, have you tried what @jaffer suggested earlier in this thread, found here?

 

Regards,

RogersTim

I Plan to Stick Around
Posts: 10

Re: Ignite TV App - Not Connected to the Internet error

Has anyone solved this issue. My problem started around the same time as everyone else. I have an iPhone 8 and XPlus, 2 iPads and a Samsung 9 that stopped working like everyone else. I receive the same message and have opened 3 tickets with Rogers, spent at least 3 hours chatting with the technicians to get fixed. They finally suggested I go to the Rogers store to see if they can help me. I will try but am struggling to understand how the technicians cant help but a sales person will.  

 

The interesting revelation from yesterdays chat is that the Ignite app does not show up under "location services", don't know if this is the issue but the techs believe it is. 

 

The My Rogers  and Rogers Wifi apps work and this is the only one that seems to have an issue. Rogers should get serious about resolving this issue as there seems to be a number of people reporting it and who knows how many that don't and just believe it is bad service by Rogers. 

Moderator
Moderator
Posts: 1,487

Re: Ignite TV App - Not Connected to the Internet error

Hello, @Drfe99.

 

In the post 44 above, @alijafer was able to resolve the issue by adding back Rogers DNS.

 

To better understand the problem, please answer the following:

  • Have you changed DNS servers or are you using your own router?
  • Are you able to access the app on the same devices when connected to a different WiFi network or Cellular data connection?
  • On your home network, are you able to access the Ignite TV app on the web at https://www.rogers.com/web/ignitetv/signin?

We look forward to seeing the resolution at the earliest. 

 

Cheers,

RogersMoin

I Plan to Stick Around
Posts: 10

Re: Ignite TV App - Not Connected to the Internet error

Hi RogersMoin,

I did not understand the DNS issue was applicable in this situation. However after further debugging in this case it believe it may be the issue. I turned off the wifi on my Apple and Sumsung phones and the Apps work. It leads me to believe it is the Wifi network in the house. What's really strange is Ignite service works on my laptop which is connected to the wifi. 

 

Here is my network config: I have a Rogers Ignite Modem (Wifi off), connected to my Linksys EA9500 router (wifi on). The Linksys has better wifi signal than the Ignite modem so I use it. I'm not very strong on networking so how do I check my DNS and how do I determine if the DNS is not being inherited by the Linksys router. I would love to solve this problem quickly.

Thanks Drfe99