It's been awhile since I have had to do anything DISH so bear with me. I had heard about the hack but am trying to understand what that has to do with unreturned CS calls or a 45 min wait to ask a question. I did talk to someone yesterday (I dialed the preferred customer number but this was definitely an overseas callback). This agent told me he could help me with basically nothing....no working on my recently inflated bill, no transfers, pretty much nothing 'due to the hack'.
So if someone could give me an update and tell me how they are dealing with long time customers and locked in rates (we have been with them since 1995 and I usually can negotiate something reasonable), I would really appreciate it.
Basically, everything is on hold until they get everything restored that they need to have restored to resolve these kinds of issues.
Understand that when the cyber attack happened, it shut down everything globally. Not one computer can access the Internet. That one computer could run any files or any programs. And Dish, like most companies is not going to pay the ransom to a company that still has control of their system so they are rebuilding everything through back ups every scratch.
Two and a half weeks after the attack, only three buildings in the united states had Internet access. People that have one job total before February 23 we’re filling in and covering other responsibilities after February 23.
That is the reason for the excessively long hold times. about a month and a half later and all the call centers are still not back up and running. I’ve heard stories of people who waited online for up to an hour and a half, and I’ve heard stories of people whose calls were answered rather quickly. Same thing with the call back. Some calls were returned by the system and somewhere not.
Many aspects of the operation we’re running in a hybrid way. Work orders, and the information that goes into them. We’re not accessible and we’re being created on the fly.
Every day, and every week, more and more is restored. Things that we, as technicians were not able to do on Tuesday, we could on Thursday.
The one thing I can tell you is that everybody who had discounts and different deals with Dish, once everything is restored, Dish will honor those. You just have to be patient. My guess is that within the next week or two things are going to be very close to back to normal.
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