Author: Marcel

We no longer provide RF Remotes to customers.  We have the normal IPTV IR remotes and some some STBs support the IR Extenders.  

Update September 15, 2016: To clarify if a customer calls in and they are using the Arris WiFi escalate a ticket and we will come out and put in a Calix 844E router.  This is better as it gives us more visibility in Consumer Connect. Due to the high number …

Slot 2 in Turnbulls is not working at the moment.  We have sync, but traffic is not passing through.   We are investigating. This will effect up to a dozen customers or so.  Internet and IPTV will be down. Dec 23, 2015 11:24AM Update: The blade has been replaced and services …

Customers on SHIP 1-1 will be experiencing problems as the blade is having issues.  We are going on site. Update Dec 18th 2015 12:15PM:  The blade is back up.

Sound on IPTV Channel 73 CNBC cuts out.   It happens for sure during a show called Asian Squack Box. This has been reported to Rogers as it has been determined that the feed is coming to us with the sound out.

Some customers are experiencing freezing when viewing the Guide on Entone STBs.  We have reproduced now at my desk with a newer model Entone Amulet 450 standard STB.   Entone is looking into this for us. When scrolling around on the guide it seems to randomly freeze.  Rebooting gets it going …

There are a few ways to tell, but here is one way that is pretty easy and should usually tell you what you want to know. Have a ticket open for the customer in ivue On the Ticket Information tab, when viewing the ticket, click the link for address.  This …

This issue is happening recently due to channel number changes that were related to our feed provider change. To correct this issue we need to clear current scheduled recordings and set them up again with a clean slate. Be sure to go into Schedule Priority and completely clear out that …

Entone For Entone STBs if you go into the Hardware Settings you can select Video Position Adjustment (near the bottom).   This will allow you to zoom out enough to see the channel numbers if they are being cut off. On the Video Position Adjustment screen you zoom in with channel …

We have identified the majority of Smart rg modems that are running this terrible software version and they have all been upgraded to the stable 2.5.0.8. Version 2.5.0.6 has some serious issues such as randomly lock up completely and stop providing WAN Services such as PPPoE, MER, or IPTV requires …