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Please note that we have had a lot of complaints about buffering this is why we have setup the Knowledge Base. Please take the time to use our knowledge base and implement what is suggested, such as Outgoing DNS Server Change. We do not have control how your Internet Service Provider routes to the servers so we have provided a few way to help, Rogers Ignite customer especially need to follow some of the FAQs.
Just cause you can surf the internet on another device does not mean your internet service is fine when it comes to routing to a server ei: for streaming service. For a nominal fee, we can offer Remote Desktop assistance to connect via your computer to change your DNS in your router as long as you have the login information to your router. Rogers Ignite customer MUST do the DNS change from the device itself. There also may be other ISP's (internet service providers) that will require this as well.
When having issues with channels such as Playback, Freezing, make sure you have done everything in our Knowledge Base, FIRST, as we are going to ask you to do that before asking/doing anything else. When submitting your ticket please remember to send Pictures to prove it you have made the changes as per the knowledge base so that we know that the issue is not a commonly known issue that is addressed in the knowledge base. Again, this is because we have had to many customer say they have and have NOT made the changes.
We realize that some customers were not having any issues with the "old version" but we have to consider the majority and there were many more that were having issues than not. As a company we strive to make the majority of our customers have the most enjoyable experience possible. Hence, that is why we have tested all the solutions in our Knowledge Base and know they work. If you have done everything in the knowledge base and still face the same issue then when reporting channels or movies you need to provide the following:
We strive to provide the best service as possible, this is a streaming service and there is NOT ONE service online that works flawlessly. Also majority of TV Providers are switching to a streaming platform which again has the same issues.
