Hi,
I had a scheduled install for Ignite Tv Saturday morning. The tech guy showed up 45 min earlier than expected and told me that he needs about 20-30 min to activate the new equipment in his van. After that, he came inside the house he plugged in the modem, connected the tv box. Internet works fine. After he first started the tv box there was an error code XRE-00002. He rebooted the box 6-8 times he decided to change the box for a new one. He went back to his van, got a new tv box, plugged it in and the same error happened. He told me it must be something on Rogers end and that it will fix itself in 1-2 hours. He left the house in a hurry for his next install appointment but promised he will follow up with me in 2 hrs. He never did...
After about 2 hrs I rebooted the tv box, and I got a new error code XRE-00250. I googled the code and found out its an activation error. So, when he switched the boxes he didn't activate the 2nd one. The box that is attached to my account is gone in his car, but I have this new box that needs to be activated and attached to my account.
I called in support and told them the issue. I asked them to check what device MAC address they have on file, and it was a different one compared to what I have on the back of my box. They opened a ticket but no chances that they will make this work soon.. And they might need to send in another technician to fix the issue.
And if you ask me about this $150 personalized installation...The technician was supposed to leave the house only after the service was up and running, but I didn't even see the main menu of Ignite tv. I tried calling my Rogers Ignite concierge, but she's not available on the weekends. When I called support I was on hold most of the time. I hope that they will credit the install fee and offer some credits for this mess.