Poor Ignite TV Quality

[DMF1]

I can’t believe how poor he reception is with Ignite TV. Constant - hesitation and blackouts.

Am I the only one complaining because this seems to be a common issue in the area.

Whats the problem and why can’t Rogers fix it?

*Added Labels*

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@DMF1  The Ignite TV picture quality is normally excellent.  Occasionally, problems can occur in the back-end systems, that affect all customers and are seen by all customers.  However, most of the time, any problems with Ignite TV are caused by problems with a customer's in-home network, due to problems with the Rogers Ignite Internet service in your area, or when running Ignite TV over customer-owned network equipment, which is not supported by Rogers.

What channels are currently problematic for you?  Are you also seeing the same problem on all of the set-top boxes in your home, the same glitch at precisely the same point in the program?

[DMF1]

It could be all of the issues you mentioned except we only have Rogers equipment. All TVs have similar issues with hesitation and going black. I can’t say if they all happen at the same instant on the different TVs as that’s not possible to observe. I do find that sports broadcasts are the most impacted on all channels, TSN, Sportsnet etc.

we have had technicians on the phone and n person looking at the problems and to date there has been no improvement. I wish I could get cable back.

others in the area have similar problems so it appears Rogers is offering a very poor service that now is the standard.

[AV_Fan]

DMF1,

What area are you in?

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@DMF1  With Ignite TV, typically, whenever you see audio/video dropouts or a black screen, it is due to a network problem of some kind, somewhere.  An Ignite TV HD stream consumes roughly 10 Mb/s of bandwidth and, normally, it is able to recover from minor network glitches without you even realizing that anything had happened.  However, if the network problems are severe enough, or the equipment in the back-end that actually streams the channel stops streaming, then your set-top box will run out of data to process and you will get a black screen.

One thing that you can do is run a test to confirm that all devices and Pods in your home have good connectivity.  Launch the Ignite WiFi Hub app, click "Connect" on the Overview / Connect / People navigation strip, then click "Run a test" under Test your internet.  All of your devices should have Strong WiFi connection.

You can also check the health of your Internet connection by logging into your modem (the default username and password is admin / password) , then go to "Gateway > Connection > Rogers Network".  If you are technically inclined, you can check the signal table to verify that Power Levels and SNR are within norms.  Also, scroll down and check the "CM Error Codewords" table; all of the channels should have zero (or close to zero) Uncorrectable Codewords errors.

The next step is to contact Rogers technical support.  If your internal Wi-Fi network is healthy and your modem's connection to the Rogers network is healthy, then Rogers has a problem on their end that they need to fix.  (Tech support can also run tests on your set-top boxes to see if they are logging any errors.).

If your modem's connection to the Rogers network is not healthy, Rogers needs to investigate that.

If you have problems with your Wi-Fi network, Rogers should be able to assist you with that as well.

If you have an Ethernet cable, try connecting a set-top box directly to the Ignite gateway with a wired connection.  If the black screens and A/V dropouts persist, then it is not being caused by your in-home Wi-Fi.

I am not seeing any major problems with Ignite TV but we may also be served by different infrastructure.  I see occasional minor glitches from time to time but I'm also currently working with Rogers to resolve problems with my Internet service.