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Thread: Pause/unpause at vacation home...ever-changing rules and policies...I'm screwed now

  1. #1
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    Angry Pause/unpause at vacation home...ever-changing rules and policies...I'm screwed now

    This is really unbelievable. I've had a vacation home with Dish for years. I'm there maybe 4 times per year, so not that often. I always unpause/pause the account while I'm there. I was told by Dish and through my own research that this was the way to handle it.

    I just got onto chat today to have it paused again after unpausing it a few days ago and they told me that I can only pause an account once in any 12 month period. I've done this for years and this is the first time I've heard this policy. It must be new. Here is the chat transcript:

    Customer Chat
    Chat Transcript
    Please wait while we find a representative to assist you...
    Welcome to DISH Network Chat.
    Alfred (ID: F10): How may I help you today?
    David Taylor: yes...this is the account for my vacation home....i had unpaused it a few days ago...i need to pause it again.
    Alfred (ID: F10): I will be happy to assist you with your request.
    Alfred (ID: F10): For security purposes, would you please verify the 4 digit PIN on the account?
    David Taylor: xxxx
    Alfred (ID: F10): Thank you.
    Alfred (ID: F10): Please give me a moment to access your account.
    Alfred (ID: F10): Your patience is greatly appreciated.
    David Taylor: no problem
    Alfred (ID: F10): Thank you.
    Alfred (ID: F10): David, I see that on your account you have paused the services on 05/16, am I correct?
    David Taylor: i unpaused on 5/16
    David Taylor: and now I wish to pause again
    Alfred (ID: F10): Okay.
    Alfred (ID: F10): Dish Pause can last a maximum of 6 months. After 6 months your services will be restored automatically. You may only participate in 1 Dish Pause in any rolling 12 month period.
    David Taylor: that is a new policy
    David Taylor: are you saying you cannot pause my account?
    Alfred (ID: F10): Yes.
    Alfred (ID: F10): David, Let me check what can be done.
    David Taylor: then i guess you will have to cancel it
    David Taylor: i've done this for 10 years
    David Taylor: i visit my vacation home maybe 3-4 times per year...and i always pause/unpause
    Alfred (ID: F10): I am sorry.
    David Taylor: this has never been a problem...
    Alfred (ID: F10): I understand your concern.
    David Taylor: if you are telling me the policy has changed, then I'm going to have to cancel Dish for good.
    Alfred (ID: F10): I apologize for the inconvenience.
    Alfred (ID: F10): One moment please.
    Alfred (ID: F10): I am very sorry that I was unable to resolve your issue today. We do have a specialized department that handles all cancellations. While I transfer your chat to loyalty?
    Alfred (ID: F10) has left the session.
    Please wait while we find an agent from the (20) Loyalty department to assist you.

    Every time I pause/unpause recently it seems like there is a new hassle. Last time it was the new $5 per package downgrade fee when pausing. Now they are saying I cannot pause it because I just unpaused it. I'm getting so sick and tired of hassling with this. One of the big reasons I keep Dish at home is so I can have a secondary account at my vacation home. If they take that away from me I'll have much less incentive to stay with Dish at my home.



    If the DiRT guys are reading this, any help would be appreciated. I'm still in a chat with the loyalty department. I'll update the thread as needed.

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  3. #2
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    Ugh. Now that they have agreed to pause my account, they cannot do it due to technical issues. Here is the chat transcript. Bottom line, it sounds like I'll be fighting this battle every time I want to turn Dish on at my vacation home.

    Robert (ID: GCN): You have been successfully transferred to me, please give me 1-2 minutes to access your account and review your transcript with the previous agent.
    Robert (ID: GCN): I see that this account is for a vacation home.
    David Taylor: correct
    Robert (ID: GCN): How long until you are there again?
    David Taylor: i've had it for years...i always unpause/pause it
    David Taylor: i'm usually there 3-4 times per year
    Robert (ID: GCN): Okay.
    David Taylor: but they just told me that they can only pause it once per 12 months
    David Taylor: which must be a new policy because i've been doing this for years
    Robert (ID: GCN): Please give me 2-3 minutes to research this for you.
    David Taylor: sure
    Robert (ID: GCN): Thank you.
    Robert (ID: GCN): To help I've left a note on the account for you David.
    Robert (ID: GCN): The account can be paused immediately or, up to 30 days from today. What day would you like?
    David Taylor: go ahead and pause it now
    David Taylor: please
    David Taylor: but what happens next time? do i get the same runaround?
    Robert (ID: GCN): You're welcome.
    Robert (ID: GCN): You can reference by operator id of GCN.
    Robert (ID: GCN): DISH Pause can last a maximum of 6 months. After 6 months your services will be restored automatically. You may only participate in 1 DISH Pause in any rolling 12 month period.
    David Taylor: but i'm going to have to ask for special treatment every time i want to pause/unpause? why is Dish making this so difficult all of a sudden?
    Robert (ID: GCN): Normally the pause is used as a temporary solution.
    David Taylor: well, that is not how it was presented to me years ago when i set up the account for the vacation home...but ok
    Robert (ID: GCN): One moment.
    David Taylor: so i am going to have to go through CSRs to find someone to get me special treatment each and every time i need to do this?
    Robert (ID: GCN): This is why I noted the account for you.
    David Taylor: ok...and honestly...they've done that before if i recall correctly...there have been similar problems in the past...maybe not the exact same problem, but something similar...but i thank you for doing that
    David Taylor: next time i'll ask them to look at the notes...
    Robert (ID: GCN): Please give me 2-3 minutes to process this for you.
    David Taylor: but the account is paused now?
    Robert (ID: GCN): One moment.
    David Taylor: ok
    Robert (ID: GCN): Thank you.
    Robert (ID: GCN): Due to a technical issues. I am unable to complete your request. I would recommend contacting DISH later on so that we can pause the account again for you.
    David Taylor: seriously? i'm going to have to go through all of this again?
    Robert (ID: GCN): I apologize for the inconvenience.
    David Taylor: i've been on this chat for ~ 30 minutes
    Robert (ID: GCN): I can understand your frustration.

  4. #3
    Scott Greczkowski's Avatar
    Scott Greczkowski is online now HERE TO HELP YOU!
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    Today is a bad day to do anything as today is the new promo day which means their computer systems are screwed up and in a state of flux.

    Try again later tonight or better yet wait until tomorrow if you can.
    Scott

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  5. #4
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    Yeah, I'd forgotten about that. Thanks, Scott.

    Anyway, does anyone else out there use Dish Pause the way I do? Have you run into similar issues? It seems like I randomly get hassled about it depending on what CSR I happen to get that day. :-/

  6. #5
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    And FWIW, they always promise to note the account...and it never seems to help. :-/ Years ago, there was a specific number I would call to get this done. That worked beautifully. They did away with that and ever since it has been a major hassle.

  7. #6
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    I have my winter home on the same account as my permanent home. I only have to change the service address when I relocate and take a receiver back and forth. It seems like a long time ago when Dish allowed multiple pausing. I'm surprised they allowed it up until now. Maybe they grandfathered your account previously. I'm sure the DIRT people can probably help out. If you can take receivers back and forth, I'd set up the vacation home on the same account as your permanent one. The noting on accounts doesn't seem to work. I don't know how many times they've told me they've made notes and the next time they say there is no record of it.

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