No, I am saying you claim to have a box at home A to get those locals, but it is really at home B. They call home A, but you can not give them the id numbers of the box because you do not have it there. That is what I am referring to.
"I'm sorry Dish rep, I've got painters in my living room right now and everything is covered with a tarp and unplugged. I can't get in there right now to give you any information."
I've got dozens of excuses that come to mind, some real, some hokey. The point is, if they are on the other end of a phone they have no idea where you physically are or your box is. There is no need for anybody to panic.