As a tech agent, I really wish we would have been made aware of this. I only know about this from this and another forum I belong to.
I see so many agents getting these calls, not being aware of what's going on, and sending tech after tech out to fix the "Missing channel" issue. which won't fix the issue, and ends up with frustrated and upset customers.
I'm going to be honest - this has been communicated in many different ways to agents and there are multiple tools that would help with understanding the cause of missing channels. The outage has made everything MUCH more difficult though, but any feedback should be sent through your coach/manager and it should reach the appropriate people to address it. I don't really want to go into all the different agent tools etc, but the info is there.
Tech communication isn't my department but I've been told tools have been updated to reflect changes and should help but I know you guys have the most difficult job of actually trying to identify what is actually happening with the customer's installation. I will pass feedback your feedback on to the IHS operations team.And techs getting hits on their metrics for BS R12's, wasting money on truck rolls, making it harder to schedule other customers as we are extremely busy now and hitting office metrics for the extra truck rolls, the jobs without sales opportunities, etc. Not to mention the insanely long waits on hold for a DASH rep since the cyber attack.
It's long been an issue with the boots on the ground how the CSR's are not informed about things that we know are known issues and one of the reasons for the perception that Dish is OK with techs and subs losing money over things like this.
The techs in my office only know about this because I read this forum and relay the information, otherwise they would be wasting time and receivers trying to fix something that has no fix.
Josh. Are you allowed to say when approximately the MPEG2 -> MPEG4 conversion on the WA is expected to be completed?
Summer, things are a bit fluid at the moment but I'd estimate July.