They have info on their screen that says what slots your install supports, it's possible they think you only have a Dish300 not a 500. Either way, you know what you have, so make sure to let them know that.
CEO had to add the 61.5 dish to my account since I self installed and they didn't have it in the computer. After they did that, they were able to mail me my 722 and 211s instead of doing install.
Bottom line - If they have the wrong info for what dish you have, it doesn't let them provision certain features.
