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4:37 PM





DISH,
Hi, I'm the DISH virtual agent. I can help you with many things. If I can't, I'll connect you with someone who can.



How can I help you?



You,

I need a new remote. The buttons on mine require you to push really hard. I have replaced the batteries and that did not help.



DISH,
I'll connect you with someone who can help you with that.



May I have your first name so our agent will know how to address you?



You,

Joe



4:38 PM

You're now chatting with Mariciel.



Mariciel,
HI, Joe



Thank you for letting me know your concern. I'll be more than happy to assist you today.




You,

This would be for one of my 4K joeys



Mariciel,
Oh I see



What is the model ID of your remote? The model ID is located on the back of your remote near the top or near the bottom and is a two or three digit number, such as 40.0 or 54.0, 52.0



You,

I do not want the voice remote I want the 40.0



Mariciel,

Oh but this remote is 54.0?



You,

no my current remote is the 40.0



Mariciel,

I see



You,

I have been offered free upgrades to the voice remote but do not want it



Mariciel,
Its okay , I understand.



When you change channels using the receiver panel, is there no issue?



You,

no issue like that and I can program one of the other remotes in my house to it and it works fine. The problem is the remote



Mariciel,

On the Receiver Front Panel please press [LOCATE REMOTE] . Check if remote being used is beeping (usually within 15 seconds).



You,
That works fine



The buttons are just worn out



Mariciel,
Thank you for clarifying



Is there a particular button that is worn out?



You,
The skip forward and back are the worst



I have been paying $9.99 for Dish Silver protection for years can I not just get a remote replaced



Mariciel,
I understand , I just need your patience so that we can properly document the issue.



Please press system info button , and check if the remote battery level is green



You,

I have done that like I told you to begin with I put new batteries in it.



Mariciel,
Alright thank you, please press [MENU] > Settings > Remote Control > [PAGE DOWN] > [PAGE DOWN]



Is the "Infrared Reception" field is set to "On"?



You,

Yes just like it has been for years



Mariciel,
We need it to set OFF


It should be on UHF



And also check if the remote antenna is properly connected at the back of the receiver



You,

Dude If the next thing you type to me is not I am sending you a new remote I will Immediately pick up my phone and Call Dish and cancel my service. I know how this system works I do not need anything from you but a remote



Mariciel,
I understand your frustrations.


We have found that troubleshooting will diagnose and resolve most technical issues quickly. It can be a minimum of two days to five days before a replacement remote arrives, whereas following a few steps may resolve issues in minutes.



I can ship you a new remote to replace your defective one.



You,

Ship the remote



Mariciel,

Would you please verify your shipping address?



You,

XXXX XXXXXXXXX



Mariciel,

Please verify your email address to send you updates and tracking information from this order



You,

XXX@XXXXX.com



Mariciel,

There is a one time fee of 19.62 for this remote order



You,
Hell no! This is what I pay Dish protect for



If I was going to have to pay for it I could order a new one off ebay with going threw all this hassle



Mariciel,

I understand if you will allow to continue documenting the remote issue, I might be able to send you a remote for free.



You,

OK Document



Mariciel,
Thank you



Kindly check if the uhf antenna is plugged in at the Hopper



You,

Why would the antenna on the hopper matter. This is the remote to my 4K Joey and I have not disconnected any antennas



Mariciel,

That matter, if the remote antenna were not plugged in your will have remote issue as well.



You,

OK I checked it is plugged in



Mariciel,

We need to RESET the receiver Hopper first then this Joey. Please press the reset or the power button on the receiver front panel.



You,
O Hell No!



I am calling dish You are useless



Mariciel,

Sorry if you feel that way



You,

End this chat to where I can get a transcipt



Mariciel,
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You can also access mydish.com/support or interactive DISH Channel 101 to access quick and easy troubleshooting steps that will save you time in the future.