Service is Out

P

PJJAnthony

Thread Starter
SatelliteGuys Family
Sep 16, 2005
55
0
Anyone else have service out? We had a 4 hour power outage. When I turned TV on after outage, it says ERROR 002. PLEASE WAIT OR PRESS CHANNEL UP/DOWN. When I press channel up and down, some channels come in while others do not. Most channels are out. When I check signal strength, it is good, but station does not come in.

Called Tech Support, but they can't get a technician out til Tuesday! That sucks. Cox would have come out next morning if I called them with an outage.

Any ideas on how I can fix this on my own? I have 2 311s with the same problem. They both get the exact same channels out, and the same channels that come in.
 
J

Jared Twomey

Supporting Founder
Supporting Founder
Mar 7, 2005
2,066
0
Tacoma, WA
go into the "menu", go to "installation", "point dish", and select "check switch"
that should tell you what satellites you are picking up, and it you have a problem....
post here your results and we can go from there
 
P

PJJAnthony

Thread Starter
SatelliteGuys Family
Sep 16, 2005
55
0
Here's my results on check switch:

Satellite 119 110
Polarity Odd Odd
Device Twin Twin
Status Satellite reception verified.

When I go to System Info, I get ERROR!

I also checked signal strengths and am getting 98 on spot beams and around 85 on others. Still no picture on most channels. A few of the channels I do get are DIY, Comedy, TCM, Home Shopping. Weather here is clear but windy. Nothing is obstructing dish.

Please help. A tech can't come til Tuesday. You think Dish will reimburse me for the time I'm without a picture?
 
kstuart

kstuart

SatelliteGuys Master
Nov 5, 2006
5,206
0
Northern California
Did you actually run the check switch, or is that just the stored results from previous switch check ?

To run the check switch, you need to click on "Test" in the Check Switch screen (assuming that the 311 is similar to my receiver).

Sometimes running a check switch will fix this sort of problem.

PS Frankly, if everything was fine prior to the power failure, then it is not Dish's fault, it's the power company's fault. By the way, do you have your receivers on a surge protector ?
 
P

PJJAnthony

Thread Starter
SatelliteGuys Family
Sep 16, 2005
55
0
Yes I actually did click on TEST to run a check switch. And yes both receivers are on UPS. I don't think it is a receiver problem since they are both acting identically.
 
jacksluck

jacksluck

Member
Jun 7, 2007
7
0
Nebraska
I had similar troubles this morning with my 322. Kept getting the "Lost Satellite Signal", then it would try to reacquire. Then I would get the ERROR 002, Check Switch. Ran the Check Switch and a few channels worked. Got the ERROR 002 again. Ran Check Switch again....then everything seemed to work. We too had very high winds yesterday and overnight (Nebraska), not sure if that contributed to the problem or not.

But my 622 had no problems at all and was working just fine. Very odd.
 
boba

boba

SatelliteGuys Master
Dec 12, 2003
11,350
1,033
Dorchester, TX.
Unplug from UPS and do a hard reboot(unplugging is reboot) on receivers plug back in after about a 5 min. wait see if that corrects problem.
 
P

PJJAnthony

Thread Starter
SatelliteGuys Family
Sep 16, 2005
55
0
I had similar troubles this morning with my 322. Kept getting the "Lost Satellite Signal", then it would try to reacquire. Then I would get the ERROR 002, Check Switch. Ran the Check Switch and a few channels worked. Got the ERROR 002 again. Ran Check Switch again....then everything seemed to work. We too had very high winds yesterday and overnight (Nebraska), not sure if that contributed to the problem or not.

But my 622 had no problems at all and was working just fine. Very odd.

Yes, I'm in Nebraska too. Service is still out this morning. I tried doing check switch again with no luck. Also tried unplugging receiver for 10 minutes with no luck. This is bizarre because the dish sees the satellites, but I'm not getting all the channels.
 
J

Jared Twomey

Supporting Founder
Supporting Founder
Mar 7, 2005
2,066
0
Tacoma, WA
since you are getting the same error on both receivers i'd first guess that something happened to the lnb, cause the dish is lined up properly, but you are missing the even transponders on both satellites. And its pretty unlikely that both receivers all of a sudden developed the same problem at the same time.
so unless you have an extra lnb laying around, i'd say there's not much you can do until a tech can get there. sorry
 
P

PJJAnthony

Thread Starter
SatelliteGuys Family
Sep 16, 2005
55
0
since you are getting the same error on both receivers i'd first guess that something happened to the lnb, cause the dish is lined up properly, but you are missing the even transponders on both satellites. And its pretty unlikely that both receivers all of a sudden developed the same problem at the same time.
so unless you have an extra lnb laying around, i'd say there's not much you can do until a tech can get there. sorry


That's what I was afraid of. You think Dish will credit me for the 7 days I'll be without TV? After all, it is their problem that they can't come out for 7 days. If they don't, I'll probably just cancel the service because I don't want to be left without TV for 7 days again without reimbursement. I'll have to wait until September, though, when my 18 months is up
 
stone phillips420

stone phillips420

On Vacation
Oct 20, 2004
3,360
2
earth
no they wont reimburse you, but they charge you at least 30-90 dollars to come out and fix your problem
its only tv listen to radio or watch dvds for a week then
 
P

PJJAnthony

Thread Starter
SatelliteGuys Family
Sep 16, 2005
55
0
no they wont reimburse you
its only tv listen to radio or watch dvds for a week then

Wow. That's amazing. Cox would always reimburse me when I had an extended outage. Guess I'll be switching back in September.
 
stone phillips420

stone phillips420

On Vacation
Oct 20, 2004
3,360
2
earth
Wow. That's amazing. Cox would always reimburse me when I had an extended outage. Guess I'll be switching back in September.
dont forget this is *ish
they have 2 different fees for housecalls
30 dollars if you have their protection plan thing a warranty, exact name slips my mind maybe dhpp
90 dollars if you dont have there warranty
after house call problem is solved as far i know the defective parts that *ish replaced that day are then only warrantied for 90 days so if it breaks again in 100 days its on your dime

*ish knows how too sign customers up but many finally get sick of nickel and dime everywhere they turn and go elsewhere

however they could potentially reimburse you but that would entail you dialing 888 # and ask for ert executive resolutions team and they maybe and compensate you but by this time you would have already wasted at least 3 hours on the phone

so you could end up getting minimal reimbursement for no tv but not the TIME it took you to get $
 
patmurphey

patmurphey

SatelliteGuys Pro
Dec 29, 2006
1,297
439
New Jersey
Once when my dish was knocked out of line, I had to wait a few days for a service call. I had NO problem with getting a credit for lost days of service. Similarly when I first got HD service, the installer did not find a LOS for 61.5. Another tech came out and found the LOS for 61.5 100' away on my garage. Again, NO problem getting credit for lost service. Why is everyone so paranoid and ready to accuse Dish of failing to stand behind their product? BTW, I was not charged for those service and installation calls.
 
stone phillips420

stone phillips420

On Vacation
Oct 20, 2004
3,360
2
earth
Why is everyone so paranoid and ready to accuse Dish of failing to stand behind their product? BTW, I was not charged for those service and installation calls.
b/c *ish uses there own overpriced products switches lnb line seperators and so on, then if they go bad more than 90 days after replaced customer foots bill
*ish only seems to warranty their parts for 90 days
recievers tend tobe warrantied for as long as reciever tied to active account

ive had many service calls paying 30 dollars for each one
they included bad switches within 90 daytime frame *ish 500 replace with *ish 1000
129 degree repoint and so on
the only fee theyve waived for me in the myriad of prob,ems ive had is the shipping and handling fee they have when they send replacement reciever
 
kstuart

kstuart

SatelliteGuys Master
Nov 5, 2006
5,206
0
Northern California
PJJAnthony:

1 - Try unplugging the AC Cords of both your receivers, wait 30 seconds, and then plug them back in.

2 - If that doesn't work, try calling Technical Support again - you may get a different Tech who knows something that the first person did not know.
 
dishcomm

dishcomm

SatelliteGuys Master
Nov 29, 2005
10,388
554
suburbia
Wow. That's amazing. Cox would always reimburse me when I had an extended outage. Guess I'll be switching back in September.
I have seen notes on my w/o's where the customers who'd had extended outages were credited for those days. It cannot hurt to ask. Be firm but not irate..
I think your LNB is the problem. As a tech my first instinct would be to check the receivers..If working properly, then the LNB...Knowing that there was a power outage I would immediately investigate the possiblity that a voltage spike occurred when power was restored..LNB can be harmed by the spike......
 
D

Desert Satellite

SatelliteGuys Family
Jun 8, 2006
107
0
You can try one more thing... disconnect the cable from each satellite rcvr going to your dish. Yes, disconnect them both, we don't want any power going to your LNB. Then run a check switch... this affect the matrix's and might help. It should run a test up to 38 and not see any satellites - dah... coax is disconnect... :) After you run the check switch connect the cables and run another check switch. This time it should either run test 2 of 2 or 3 of 3... and give you new results.
When you are only getting half the transponders you are only getting part of your channels, because your rcvr can't see the other transponders. 13 and 18 volts flow out to your Lnb and it sounds like either the 13 or 18 isn't getting there... check your connections. Take them apart and look at them... all else... borrow a friends lnb and see it that takes care of it... just make sure it's the same type lnb... look at the label... is should be DP or DPP...
 

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