Has anyone else ever been switched to a 'Special Account" aka 'Terror Watch List"???

faster345

faster345

Thread Starter
SatelliteGuys Family
Jun 30, 2006
42
0
San Pedro, CA
About a year ago I received a voice-mail from Dish asking about what Dish receivers I had. Thinking it was a marketing call I didn't call back. A few weeks later my wife calls and says the TV doesn't work. I think it's the DVR going bad (again) so I tell her I'll take care of it after work. When I get home I notice the screen says to call (888) 309-0370 to get reconnected. I called, they asked about an old SD receiver that was on my account but I wasn't using. I told them it was in a closet and I didn't use it and they could have it back if necessary. The CSR said they would cancel service to that receiver and I was told that 'for my protection' my account was being reclassified as a 'Special Account' and that from now on I would have to call a different number for tech support. That new number, by the way is not 24-hour support. I asked why this was necessary and was told it was standard procedure but not to worry and that I would still get the very best satellite service available. Just without 24 hours tech support. Great.

Six months later I call for another failed 622 but unfortunately it was after the 'special' tech support was closed for the day. I immediately called customer support at the regular 24-hour number and was told my account was classified as 'special' and she could do nothing for me. The next day I called the special number and talked to a CSR that could not explain why I was still a 'special account'. He said that because I had an old receiver way back when and didn't call back to verify that I still had it that there was a chance someone was using the sim card in the unit and stealing satellite service. That sort of made sense. But how is this still a problem if that receiver has been cancelled and why am I STILL on the list? The CSR said he had never seen a 'special account' stay 'special' for more than a week or so and this oversight would probably be corrected automatically.

So today (nine months later) I call again because our third 622 has gone bad and I find that I am STILLon their terror watch list. Today's CSR said once you're special you never go back. He even chuckled when he said it. I asked for more of an explanation but he could not give me any more information and wished me a good day.

So my question to all of you is: has this happened to anyone else? I just refinanced my house so I know my credit is pretty great, I've always paid my Dish bill on time, I can't think of any reason for this nonsense. What exactly is Dish doing here?
 
dishcomm

dishcomm

SatelliteGuys Master
Nov 29, 2005
10,388
553
suburbia
What is the total number of actual receivers on your account? Not the number of tv's you have connected.
This matters.
With some customers, Dish seems to randomly select certain customers with multiple recivers. Reason: suspected account "stacking".
This is a term used when customers keep or use receivers at more than one home or address.
Sorry. It is what it is.
 
DJ Rob

DJ Rob

SatelliteGuys Pro
Sep 8, 2003
1,576
1
Denver, Colorado
And yet another reason to give your money to a different provider that actually respects you. Seriously, I would demand to have an exec call you back and explain why they feel they can treat their customers like this.
 
faster345

faster345

Thread Starter
SatelliteGuys Family
Jun 30, 2006
42
0
San Pedro, CA
Thanks for the responses. I have a total of one (1) 622 DVR on my account. And other than an 811 many many years ago and this unused receiver which I offered to return but they said I could keep (the CSR told me I could probably even sell it on ebay if I wanted to) I've never had anything but the single DVR on my account. So I pay these guys $100+ per month for a single shoddy 622 and on top of everything they think I may be 'stacking'? Really? That's just brilliant. Oh and I did ask for a higher-up to talk to, I was given ceo@dishnet.com or something and was told to just send an email with my concerns. I have yet to try that.
 
vurbano

vurbano

On Double Secret Probation
Supporting Founder
Apr 1, 2004
23,813
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Newport News, VA
seems like Charlie assumes everyone is guilty before there is any evidence at all.
 
eurosport

eurosport

In Dave Grohl We Trust!
Supporting Founder
Mar 31, 2008
6,862
309
North Florida
All of Charlie's random channel drops and carriage disputes aside,
THIS would cause me to switch to another provider immediately! :rant:
 
r10fret

r10fret

SatelliteGuys Pro
Dec 20, 2008
758
18
FL
Hmmmm, this one sounds suspicious! Why exactly were you paying for a receiver each month if it was in the closet?
 
dishcomm

dishcomm

SatelliteGuys Master
Nov 29, 2005
10,388
553
suburbia
Thanks for the responses. I have a total of one (1) 622 DVR on my account. And other than an 811 many many years ago and this unused receiver which I offered to return but they said I could keep (the CSR told me I could probably even sell it on ebay if I wanted to) I've never had anything but the single DVR on my account. So I pay these guys $100+ per month for a single shoddy 622 and on top of everything they think I may be 'stacking'? Really? That's just brilliant. Oh and I did ask for a higher-up to talk to, I was given ceo@dishnet.com or something and was told to just send an email with my concerns. I have yet to try that.

try ceo@echostar.com
 
faster345

faster345

Thread Starter
SatelliteGuys Family
Jun 30, 2006
42
0
San Pedro, CA
r10fret, I hadn't paid for it for quite some time. When I signed up for Dish's "HD in a Box" deal back in 2004, it was a 34" HDTV and an 811 receiver for $1000 plus up to three extra SD receivers, when they arrived with the equipment they asked if I wanted another room hooked up I said yes for one SD receiver for $5 per month I think. I used it sporadically for several years. I eventually upgraded to the 622 and at some point after that the extra $5 for that second SD receiver disappeared from my bill. Until they asked about it I forgot we even still had it.
 
navychop

navychop

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Jul 20, 2005
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Well I guess I can see some reasonable doubt on Dish's part, if I try hard, and maybe after a couple of drinks. It really makes you feel like you're riding in the short schoolbus, though, doesn't it?
 
Claude Greiner

Claude Greiner

SatelliteGuys Master
Supporting Founder
Sep 8, 2003
13,225
3,769
Detroit - The Paris of the Midwest
If the CEOs office doesn't take care of you, I would write the Better Business Bureau.

Looking at the way Dish is trying to resolve BBB complaints lately, you might be able to finally get yourself off the terror watch list with the audit department.
 

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