Thread: Audio problem - 622

Got a response from DishQuality@echostar.com




Dear [Miggity],

Thank you for expressing your concerns and interest in DISH Network. Customer input is an important tool in our efforts to continuously improve the quality of the DISH Network service.

We apologize for taking awhile to get back to you. We just want to clarify when you say skipping you are only referring to the audio? If so, this is not in your system setup. It is an issue that our software engineering team is currently researching. It appears to be happening only on certain channels and only to certain customers. We retrieved two of our customer’s boxes who have recorded this issue, so the team can further troubleshoot. If the picture is skipping and freezing, we would be curious to know if this happens on another show other than Sara Conner Chronicles. Do you experience that on any of the non-local channels? If so, which ones?

We appreciate the time DISH Network customers take to email their audio/video quality concerns Thank you for your patience and for being a valued customer.

Got another response from Dish Network:

We are aware of the issue. Our Software Team for the 622/722 receivers is currently looking into it. To investigate this issue, our Software Engineering team is currently dissecting one of the boxes that we have retrieved from a customer. We are also in the process of retrieving another box for that same team. Hopefully, they will find a resolution soon. The fix will most likely come in the form of a software download. Some of our customers have this issue on 1080i channels as well. We will keep looking into the issue and trying to get it resolved. It will be a matter of getting the problem identified and then corrected. Unfortunately, sometimes these things take awhile and then other times it is a matter of a few minutes.
We appreciate the time DISH Network customers take to email their audio/video quality concerns. Thank you for your patience, information, and for being a valued customer.

EchoStar Technologies LLC
Quality Assurance Department

I am having the exact same issue with Fox in Portland, OR. Family Guy was HORRIBLE!

Miggity, thank you for posting those responses from Dish!

ya
I have the same problem with ABC & FOX piss me off mine is VIP722,when i watch fringe every week piss me off the sound clipping of and on,but the rest is ok just those ABC & FOX...i live in castro valley cali.

Thank you Miggity for posting those responses! At least we know they are aware and are working on the issue. They haven't responded to me yet. Thanks again.

It is nice to know they are working on it and I have been incredibly impressed with the responses I've received from the Quality Assurance Dept., but that still leaves us with the fact that this is a major problem for a lot of people and it needs to be fixed ASAP!

Originally Posted by Miggity

It is nice to know they are working on it and I have been incredibly impressed with the responses I've received from the Quality Assurance Dept., but that still leaves us with the fact that this is a major problem for a lot of people and it needs to be fixed ASAP!

I still get P.O.ed when it happens but you know what they say: "Sh## happens" and now we know Dish is working on figuring out what is going on.

Also gives me a great big "Ah ha!" when a CSR jumps in with an offer to send a new box. It could be not so much nice guy as request from the tech dept for units to study.

Then even more sinister is when someone is given a "new" re-manufactured unit and it does the same thing. Are those unlucky folks getting to beta test a possible solution?

Just think; only some units and some locals cause it to happen. It would be very helpful to send a unit out that is known to be OK in some particular regard which may or may not be the reason for it happening then waiting for the poor customer to unknowingly"test" their solution.

The techs are in a tough place. I've been there when sh## happens and you can't figure why.

But I think I have even more sympathy for us folks who are paying and not getting paid to deal with this.

Same problem in Detroit, MI - I've noticed it on ABC, Fox and NBC.

Watching a recorded show was so bad last night I went to abc.com & watched it on my laptop instead. I'm going to contact Dish again about this and suggest that if they don't get it fixed soon that they should offer some financial consideration to those suffering with this problem.