Preparing for your Ignite Professional Installation

Your Rogers technician will ensure your installation is effortless and personalized to your household needs, with expert in-home testing and setup.

Below you’ll find everything you need to know about the Professional Installation process, including some simple steps to get the most out of your installation, plus details about strict sanitization measures and enhanced protocols in place to help protect the health and safety of our customers and teams.

If you need to reschedule your appointment for any reason, you can contact a Rogers specialist through Live Chat 48 hours prior to your appointment.

To help speed up the installation process, ensure that you can access your MyRogers account before your technician arrives. You need your MyRogers account set up in order to access Ignite WiFi_TM Hub, the app you’ll use to easily set up your WiFi, plus personalize and control your home network. Setting up your MyRogers account will also give you access to the Ignite TV_TM app, so you can watch your favourites anywhere, anytime. Click here to learn more about MyRogers.

New to Rogers? Set up a MyRogers account using the registration email we sent you. Can’t find it? Check your junk folder just in case.

Already a customer? You can recover your username or reset your password by selecting the “Forgot username and/or password?” Link when signing in.

Once your MyRogers account is set up, run through these steps to make sure you’re ready for your installation:

• Confirm that someone over the age of majority will be home for the installation and can access your MyRogers account during the setup process.
• Permission from the homeowner may be required to complete work. For example, drilling, running new cables, placing temporary lines, etc).
  • If the homeowner will not be present during the appointment, you can also find the Letter of Permission here for the homeowner to sign and have ready for the technician.
• Be aware that you'll need to answer a short set of health questions before the technician can safely enter your home. Based on the answers provided, and any other factors considered applicable by the technician, the installation process may be adapted or the appointment may be rescheduled. You can also choose to reschedule the appointment if you have any concerns with proceeding.
• Identify which phone wall jacks you want activated and ensure they all outlets, coax cables & phone wall jacks needing activation are visible and easy to access for the technician.

How long will my Professional Installation take?

We understand how valuable your time is. That’s why we’ve created convenient, 2-hour windows during which your technician will arrive. These windows range from 8 a.m. to 8 p.m., 7 days a week. Rogers EnRoute_TM is one of the many tools we’ve developed to save you time.

On the day of your Professional Installation, Rogers EnRoute will let you know when your Rogers technician is on the way and provide real-time updates on their arrival time. Once the technician has arrived, your appointment will take approximately 2 hours to complete.

What will be completed during my Professional Installation?

Your Rogers technician will complete the following to help ensure you can enjoy dependable WiFi, TV and home phone service in your home: 

• Verify that the cabling to your home is ready for speeds up to 1 Gigabit per second
• Once your WiFi network is set up, verify the WiFi performance for each location you select in your home, and install any equipment needed to help achieve wall-to-wall WiFi coverage
• Optimize your WiFi settings to help maximize signal strength
• Confirm that all your previously connected devices are successfully connected to your new WiFi network
• Help you download the Ignite WiFi Hub app to your mobile device(s) and highlight key features to help you personalize your WiFi experience, including Advanced Security, Parental Controls, Active Time Limits and easy self-serve tools.
• Ensure that your WiFi network is secured with advanced WiFi encryption for your devices using Ignite WiFi Hub.
• Verify that your TV is connected and working.
• Set up your TV remote.
• Activate phone wall jacks that were previously in use.

COVID-19 health and safety protocols

When a technician needs to enter the home for an installation, it will be at their discretion with everyone’s safety as the main concern. To help ensure this, before entering the technician will ask a series of COVID-19 related screening questions. Should they not be able to enter at this time, they’ll discuss alternative solutions with you.

While inside, it is recommended, but not mandatory for the technician to wear a protective mask and face or eye protection. Upon your request, a mask must be worn by the technician while in the home. Our technicians are also equipped with safety kits that also include protective gloves, hand sanitizer and disinfectant wipes as part of our enhanced sanitation measures.

During the appointment in your home, it’s suggested but not mandatory that our customers wear a face covering for their own safety and comfort. If you are going to be in the same room as the technician, it is encouraged but not required to maintain a distance of at least 2 metres.

I have to work but my child will be home. Can they let the technician in?

Your child can let the technician in as long as they are over the age of majority. The technician will not be able to enter your home to complete any work if there are no adults present.

Once my installation is completed, where can I learn more about how to use my new service?

You can find helpful links to online support articles here or, if you have Ignite TV, just say “Help” into your Voice Remote to check out how-to videos. 

What happens after the installation?

Our technicians will clean up any messes made during the installation and provide an overview of our apps and innovative features to help you get the most out of your new service. We’ll also send you a series of emails containing tips and tricks on using your new service, so keep an eye on your inbox.

How soon after the technician leaves can I use my new service(s)?

Right away! You’ll be fully connected before the technician even leaves your home.

What should I do if I have to reschedule or cancel my installation appointment?

Please contact us through Live Chat at least 48 hours prior to your originally scheduled installation appointment to reschedule or cancel.