I switched from DTV to Dish 1 1/2 months ago. The installer used to same location on my roof for one of the 2 new dishes (I have the VIP 622 for HD and a 625) and every time it would rain signal loss would occur from the start of the rain until 1/2 hour after. I was concerned maybe the tree in my backyard was causing this, by getting wet, droopy and cluttering together. But I was wrong. The LNB was never screwed down with both screws and sealed, so all the rain was building up inside it and shorting out the system. The original installer (Antenna Star) came out to troubleshoot but only aligned the dish to maximum signal strength. He said the tree was not an issue, MAYBE the LNB. He didn't check. It rained and no signal again.
I contacted the CEO Escalations with email address on this board and was contacted immediately by Jenny. She listened to my issue and said she would make sure an internal tech came out to address the problem. 2 guys showed up, showed me where the satellite was, verifying the tree was not an issue, checked strength (over 100) and stated that even if the tree was in the LOS a signal would not degrade from 105 to 0 because of rain. He went up and when he noticed only 1 screw on the LNB he popped it loose and was instantly drenched by water, the LNB was still full. He replaced it and caulked it shut. My signal strength is even higher and I am thrilled that I can show off my HD to friends and family and not worry that it really doesn't work.
I wanted to share a positive story, because Jenny deserves to be thanked publicly. Calling a CSR would only get the routine responses, "There can and will be Rain Fade." They wouldn't listen that I had DTV for 6 1/2 years and I know rain FADE, a few minutes here and there, but hardly ever. I was losing signal for hours, even during a drizzle. The CSR offered no fix, just a band aid of looking for a transponder with a signal. You would think that when most of them had nothing a red flag would go up.
So thanks to Jenny, I feel happy to report that things are great. :up :up :up
I contacted the CEO Escalations with email address on this board and was contacted immediately by Jenny. She listened to my issue and said she would make sure an internal tech came out to address the problem. 2 guys showed up, showed me where the satellite was, verifying the tree was not an issue, checked strength (over 100) and stated that even if the tree was in the LOS a signal would not degrade from 105 to 0 because of rain. He went up and when he noticed only 1 screw on the LNB he popped it loose and was instantly drenched by water, the LNB was still full. He replaced it and caulked it shut. My signal strength is even higher and I am thrilled that I can show off my HD to friends and family and not worry that it really doesn't work.
I wanted to share a positive story, because Jenny deserves to be thanked publicly. Calling a CSR would only get the routine responses, "There can and will be Rain Fade." They wouldn't listen that I had DTV for 6 1/2 years and I know rain FADE, a few minutes here and there, but hardly ever. I was losing signal for hours, even during a drizzle. The CSR offered no fix, just a band aid of looking for a transponder with a signal. You would think that when most of them had nothing a red flag would go up.
So thanks to Jenny, I feel happy to report that things are great. :up :up :up