cmiller
11-04-04, 06:23 PM
So, last Friday I sit down and try to watch some TV.
Hardly any sat channels are working. So, I do the "unplug it and plug it back in" thing. And wait while it reboots. It still doesn't work. Go to the setup page and it says I've got good signal on both satellites. Go to check switch and it starts counting very slowly to 28. That's not good, it usually only counts to 3.
It takes about 10 minutes. Finally it gets done and it tells me that I have an unidentified switch, it's plugged in to satellite 119 only on both tuners, and a big red X.
I reset again, try again. Counts from 1 to 28 very slowly. 10 minutes later, still doesn't work.
Swap out the cables between my DP34 switch and the receiver. Counts from 1 to 28 very slowly. 10 minutes later, still doesn't work.
Try different ports on the DP34 switch. Counts from 1 to 28 very slowly. 10 minutes later, still doesn't work.
I reset again, try again. Counts from 1 to 28 very slowly. 10 minutes later, still doesn't work.
Finally, fed up with this and fully thinking it's the receiver, I go up and grab my old 501. It gets full strength and good switch test on both of the satellite inputs I was using for the 921. All channels work on both sat inputs on the 501. The "check switch" option only counts to 3 instead of 28. So, the 501's fine, and the 921 is mostly not working.
Technical advice on the story so far would be appreciated. A dish network customer service story follows from here.
We had a lot of company over the weekend, and I finally got around to calling Dish last night. After waiting on hold for 10 minutes for tech support, I explained my problem. After waiting on hold for another 10 minutes for "advanced tech support" I finally talk to someone and explain what I'd done so far. He was impressed that I'd tried all that, and agreed that I've probably got a bad receiver. Unfortunately, he can't send me one, I need HD tech support. Unfortunately further, none of them were working last night. I tell him, hey, no problem, have somebody call me tomorrow after 6 and I'll be home then.
I take off from work a little early to miss traffic, and end up at home at 5:15. There's a message. From Dish tech support. From 1:30 in the afternoon. I guess the guy can't read the note that said "won't be home until 6". Leaves me a message and an extension. Grumble grumble grumble. Call the extension. Get a very confused sounding young lady (the guy who left the message was a guy) who forwards me to tech support. Wait on hold for 5 minutes this time. Get forwarded to Advanced Tech Support. Wait on hold another 5 minutes before she tells me that Mike's not there. OK, is someone else there that can help me.
Evidentally, there are only 3 techs that can authorize shipping a 921 out. 1 is on vacation today, the other two worked day shift.
Any advice from folks who have dealt with Dish Customer Service want to give me a hand with this one? Is there a special "when I hang up the phone with you next time and I don't have a new receiver on the way I'm going to call my cable company" support number? Any key phrases I can say, like "I've been a good customer for 6 years and you're really ticking me off, and I have cable in my neighborhood now"?
Honestly, this is the first bad support experience (heck, the first "not completely amazingly good" service experience) I've had with Dish. And it's over a really expensive piece of equipment that's pretty obviously b0rked. Is Dish support getting worse, or is 921 support just horrible?
Hardly any sat channels are working. So, I do the "unplug it and plug it back in" thing. And wait while it reboots. It still doesn't work. Go to the setup page and it says I've got good signal on both satellites. Go to check switch and it starts counting very slowly to 28. That's not good, it usually only counts to 3.
It takes about 10 minutes. Finally it gets done and it tells me that I have an unidentified switch, it's plugged in to satellite 119 only on both tuners, and a big red X.
I reset again, try again. Counts from 1 to 28 very slowly. 10 minutes later, still doesn't work.
Swap out the cables between my DP34 switch and the receiver. Counts from 1 to 28 very slowly. 10 minutes later, still doesn't work.
Try different ports on the DP34 switch. Counts from 1 to 28 very slowly. 10 minutes later, still doesn't work.
I reset again, try again. Counts from 1 to 28 very slowly. 10 minutes later, still doesn't work.
Finally, fed up with this and fully thinking it's the receiver, I go up and grab my old 501. It gets full strength and good switch test on both of the satellite inputs I was using for the 921. All channels work on both sat inputs on the 501. The "check switch" option only counts to 3 instead of 28. So, the 501's fine, and the 921 is mostly not working.
Technical advice on the story so far would be appreciated. A dish network customer service story follows from here.
We had a lot of company over the weekend, and I finally got around to calling Dish last night. After waiting on hold for 10 minutes for tech support, I explained my problem. After waiting on hold for another 10 minutes for "advanced tech support" I finally talk to someone and explain what I'd done so far. He was impressed that I'd tried all that, and agreed that I've probably got a bad receiver. Unfortunately, he can't send me one, I need HD tech support. Unfortunately further, none of them were working last night. I tell him, hey, no problem, have somebody call me tomorrow after 6 and I'll be home then.
I take off from work a little early to miss traffic, and end up at home at 5:15. There's a message. From Dish tech support. From 1:30 in the afternoon. I guess the guy can't read the note that said "won't be home until 6". Leaves me a message and an extension. Grumble grumble grumble. Call the extension. Get a very confused sounding young lady (the guy who left the message was a guy) who forwards me to tech support. Wait on hold for 5 minutes this time. Get forwarded to Advanced Tech Support. Wait on hold another 5 minutes before she tells me that Mike's not there. OK, is someone else there that can help me.
Evidentally, there are only 3 techs that can authorize shipping a 921 out. 1 is on vacation today, the other two worked day shift.
Any advice from folks who have dealt with Dish Customer Service want to give me a hand with this one? Is there a special "when I hang up the phone with you next time and I don't have a new receiver on the way I'm going to call my cable company" support number? Any key phrases I can say, like "I've been a good customer for 6 years and you're really ticking me off, and I have cable in my neighborhood now"?
Honestly, this is the first bad support experience (heck, the first "not completely amazingly good" service experience) I've had with Dish. And it's over a really expensive piece of equipment that's pretty obviously b0rked. Is Dish support getting worse, or is 921 support just horrible?