Is anyone else having problems when they use the phoneline to pay their bill, add programing, yada yada yada.. It dials then goes thru the "Please wait - this may take a few moments". Then hangs up for a long time then says "EA 09 - Unable to connect to Dish Network at this time. Please try again later" I have reported this problems now three times and they keep giving me the same stuff. That they wont swap out the reciever becuase this is a problem with many vip 622's and the new one will probably have the same problem. They say they are working on it. But I have reported it 3 and 6 months ago. Here is a copy of the chat session:
Dish: Thank you for choosing Dish Network Chat Support. Please give me a moment while I review your technical Issue.
Dish: DO you currently have the receiver connected to a phoneline?
ME: that is correct
Dish: And do you have any dsl service?
ME: nope cable internet. I have tried several different phone cords even new ones and it still does not connect.
Dish: Go to the menu, and then hit the number 6-3, please.
ME: ok
ME: at diagnostics menu
Dish: Then go to connection and select that, please.
ME: broadband and phone ok
Dish: You have Ethernet hooked up to it as well?
ME: yep
Dish: The phoneline, is it standard service or voip?
ME: but it did it even when the etherenet port was on even enabled. Phone line is a standard service.
ME: sorry not enabled
ME: the ethernet port
Dish: Ok, now let's reset the reciever by holding the power button on the front of the receiver for 10 seconds, please.
ME: i have done this also with no luck. I have now reset the reciever.
Dish: Right, we are going to reset it and I am actually sending an authorization issue to the receiver as well.
ME: ok it has not come back online yet
Dish: Tell me when it has acquired signal and downloaded the program guide, then we are going to try to get to the interactive applications again.
ME: ok its online "Acquiring satellite signal"
ME: 1 of 5
ME: 3 of 5
ME: now just went back to 1 of 5
ME: now jumped up to 5 of 5 and now its getting programming
ME: still there?
Dish: Yes sir.
ME: ok thought i lost you there for a moment
Dish: No, just waiting for it to acquire.
ME: ok. if we have to swap out the reciever how much would it be to get a 722 instead of a 622?
ME: or could i just get a 722 sent to me?
Dish: 1 moment. Actually for this issue, since the receiver is dialing out and removing the access fee on a monthly basis, we would replace the box for the problem, but gather information for our engineering to department to resolve via software update. But let me get the pricing for a 722 for you as well.
Dish: It would be $75.00 with a 24 month commitment and credit card qualification.
ME: ok thanks. Could we just swap out the box?
Dish: You want to upgrade to the 722?
Dish: nope just swap out the box for another 622 I will probabily upgrade later on.
Dish: No sir, this is a known receiver issue we are having with this receiver, if it is still not working after what we have done, I need to get some information from he system info screen on your receiver to give to our engineering department.
ME: if it is a known reciever issue why is nothing getting done to fix it. I have reported this problem before long time ago and nothing was done. If they wont replace my reciever they need to get off their butt and fix the issue.
ME: or i will switch networks. This is making me not happy
Dish: Have you tried it again, sir?
ME: yes and nothing
Dish: Ok, can you press the menu button twice on your remote, please?
ME: ok
ME: in the system info screen
(24DrDcb) Jerry D: Can you give me the Roo, S19 #'s, and the software version.
ME: (Edited) Sent them ROO & S19 number and software version. If they don't get this problem fix I will be canceling my service and going over to direct tv. I am getting mad everytime I call in or chat with someone they give me the same line and have me give them the Roo and s19 #'s and the software version and nothing gets done.. HAVE THEM GET IT DONE!!!!
Dish: Sir, I assure you we are working on the situation and will do our best to get it resolved as soon as possible. Can I help you with anything else today?
ME: yea when 30 years from now. I will try in two weeks and if its not fixed I will be canceling my service. I am paying good money to you guys and why should i be having problems.
ME: and you wont swap out the reciever.
ME: I pay for that service also.
Dish: Because the replacement would most likely have the same issue. You pay for programming, but the customer support application is a free service, so you are still getting everything that you actually pay for sir. But, I definitely apologize for the frustration.
ME: Well its been like 3 and 6 months and reported the same problem and still noting. What do they do all day drink coffee and sit around and do nothing. Have them actually do some work.
ME: yes i am very mad right now.
Dish: I assure you they do sir. May I help you with anything else today?
ME: nope but tell them to fix the damn issue or i will be leave you guys.
Dish: Thank you for being so co-operative throughout the chat session and also for providing me an opportunity to assist you today.
ME: I will also be e-mailing the CEO on this isssue.
ME: Thanks
Dish: I assure you as well, he is very aware of all known receiver issues we are having at this time. I am very sorry, and we are working on the issues.
ME: thanks bye
Dish: Thank you for choosing Dish Network Chat Support. Please give me a moment while I review your technical Issue.
Dish: DO you currently have the receiver connected to a phoneline?
ME: that is correct
Dish: And do you have any dsl service?
ME: nope cable internet. I have tried several different phone cords even new ones and it still does not connect.
Dish: Go to the menu, and then hit the number 6-3, please.
ME: ok
ME: at diagnostics menu
Dish: Then go to connection and select that, please.
ME: broadband and phone ok
Dish: You have Ethernet hooked up to it as well?
ME: yep
Dish: The phoneline, is it standard service or voip?
ME: but it did it even when the etherenet port was on even enabled. Phone line is a standard service.
ME: sorry not enabled
ME: the ethernet port
Dish: Ok, now let's reset the reciever by holding the power button on the front of the receiver for 10 seconds, please.
ME: i have done this also with no luck. I have now reset the reciever.
Dish: Right, we are going to reset it and I am actually sending an authorization issue to the receiver as well.
ME: ok it has not come back online yet
Dish: Tell me when it has acquired signal and downloaded the program guide, then we are going to try to get to the interactive applications again.
ME: ok its online "Acquiring satellite signal"
ME: 1 of 5
ME: 3 of 5
ME: now just went back to 1 of 5
ME: now jumped up to 5 of 5 and now its getting programming
ME: still there?
Dish: Yes sir.
ME: ok thought i lost you there for a moment
Dish: No, just waiting for it to acquire.
ME: ok. if we have to swap out the reciever how much would it be to get a 722 instead of a 622?
ME: or could i just get a 722 sent to me?
Dish: 1 moment. Actually for this issue, since the receiver is dialing out and removing the access fee on a monthly basis, we would replace the box for the problem, but gather information for our engineering to department to resolve via software update. But let me get the pricing for a 722 for you as well.
Dish: It would be $75.00 with a 24 month commitment and credit card qualification.
ME: ok thanks. Could we just swap out the box?
Dish: You want to upgrade to the 722?
Dish: nope just swap out the box for another 622 I will probabily upgrade later on.
Dish: No sir, this is a known receiver issue we are having with this receiver, if it is still not working after what we have done, I need to get some information from he system info screen on your receiver to give to our engineering department.
ME: if it is a known reciever issue why is nothing getting done to fix it. I have reported this problem before long time ago and nothing was done. If they wont replace my reciever they need to get off their butt and fix the issue.
ME: or i will switch networks. This is making me not happy
Dish: Have you tried it again, sir?
ME: yes and nothing
Dish: Ok, can you press the menu button twice on your remote, please?
ME: ok
ME: in the system info screen
(24DrDcb) Jerry D: Can you give me the Roo, S19 #'s, and the software version.
ME: (Edited) Sent them ROO & S19 number and software version. If they don't get this problem fix I will be canceling my service and going over to direct tv. I am getting mad everytime I call in or chat with someone they give me the same line and have me give them the Roo and s19 #'s and the software version and nothing gets done.. HAVE THEM GET IT DONE!!!!
Dish: Sir, I assure you we are working on the situation and will do our best to get it resolved as soon as possible. Can I help you with anything else today?
ME: yea when 30 years from now. I will try in two weeks and if its not fixed I will be canceling my service. I am paying good money to you guys and why should i be having problems.
ME: and you wont swap out the reciever.
ME: I pay for that service also.
Dish: Because the replacement would most likely have the same issue. You pay for programming, but the customer support application is a free service, so you are still getting everything that you actually pay for sir. But, I definitely apologize for the frustration.
ME: Well its been like 3 and 6 months and reported the same problem and still noting. What do they do all day drink coffee and sit around and do nothing. Have them actually do some work.
ME: yes i am very mad right now.
Dish: I assure you they do sir. May I help you with anything else today?
ME: nope but tell them to fix the damn issue or i will be leave you guys.
Dish: Thank you for being so co-operative throughout the chat session and also for providing me an opportunity to assist you today.
ME: I will also be e-mailing the CEO on this isssue.
ME: Thanks
Dish: I assure you as well, he is very aware of all known receiver issues we are having at this time. I am very sorry, and we are working on the issues.
ME: thanks bye