Statement from DISH - Not Getting the New HD?

[Scott Greczkowski]

If you are one of the Dish Network customers who is not getting the 9 new HD channels because you are getting your HD from 61.5 then you need to call DISH Network for an upgrade.

SatelliteGuys.US has just received the following official statement from DISH Network regarding this issue...

A small number of customers have configurations that currently do not allow them to receive the recently launched HD channels. As each situation is unique, we are working with customers who wish to receive the channels on a case-by-case basis to determine the best solution for them.

When you call please post your results here to SatelliteGuys as we want to make sure that all members get a fair deal from DISH Network.

The number for Dish Network is 1-800-333-DISH.

I have updated this post and added a PDF which was sent to retailers which explans what channels were added, where to find them and what packages they are part of. Enjoy!

Thanks!

 

[Cold Irons]

I'll be calling as soon as I get home today. I've got 110/119/61.5 - have had this since HD came on the scene. 'Course, with the 18+ inches of snow here, it may be a little while before any I can get an upgrade/install.

 

[dont24]

"A small number of Customers?"
I called yesterday morning. Took one phone call. Tech is coming out this afternoon to replace my Dish 500 ( 110/119 ) w/ a 1000.x. Wing 61.5 will stay in place, since that's where I get my HD locals. $15 charge since I have the protection plan. Will follow-up once the work is completed. You will lose channels, once the work order is submitted. I lost most of my channels.

 

[nlk10010]

If you are one of the Dish Network customers who is not getting the 9 new HD channels because you are getting your HD from 61.5 then you need to call DISH Network for an upgrade.

SatelliteGuys.US has just received the following official statement from DISH Network regarding this issue...

[/B]

When you call please post your results here to SatelliteGuys as we want to make sure that all members get a fair deal from DISH Network.

The number for Dish Network is 1-800-333-DISH.

Thanks!

Scott:

This doesn't appear to be a press release. Is it something that, as far as you know, was sent just to you @ Satelliteguys or was it more widely distributed? I would guess the former as if it were widely distributed the press would turn the word "small" into "insignificant" or "unimportant to Dish" and dig out, if possible, an estimate of the actual number of subscribers affected.

 

[cosmo_kramer]

"A small number of Customers?"
I called yesterday morning. Took one phone call. Tech is coming out this afternoon to replace my Dish 500 ( 110/119 ) w/ a 1000.x. Wing 61.5 will stay in place, since that's where I get my HD locals. $15 charge since I have the protection plan. Will follow-up once the work is completed. You will lose channels, once the work order is submitted. I lost most of my channels.

Won't the 1000.4 cover 61.5 also??

 

[tigerfan33]

I wonder how many total subs have been affected?

 

[CuoreAzzurro]

Hey Scott, I was having this issue, and it took me two hour-long phone calls to Dish Network. One was last night without me knowing all of the exact specifics on where my programming was located HD Locals, International Channels, etc. Then after using Satellite Guys as my source, I called back this morning with my facts straight so they couldn't throw me any typical CSR BS without having something to contradict them. Hahaha. I'll copy and paste my post from another thread for more details into what I said to them exactly.

"Hey Guys, I just wanted to give you all a final update on my situation:

I decided to call dish network one last time before going ahead and buying and installing the dish myself, to see if they would possibly install it for me. After talking to a couple different people and explaining the situation to them, they all told me different reasons why I couldn't make the switch to the eastern arc. I was finally transferred to someone who was VERY nice and listened intently as I explained to her that I KNEW that it was possible to get Eastern Arc in my area, and went through the technical explanations of why that was and that all I needed was to have someone come out here and set up a 1000.4 dish.

I then told her that the new channels that were added yesterday were very important to me, and if I couldn't receive them I would have to switch providers. As soon as I said that, she put me on hold for quite some time. Finally she came back to tell me that she was working around certain errors in the system that was making it a bit difficult to set up, and to keep my upgrade cost low.

She put me back on hold, and then all of a sudden I got an email from Dish Network telling me about my service request. Before I could talk to her again my phone died and I lost the call! I had to call back to confirm the date on the order. I have them set up to come here from 8am-12pm this Sunday! Two hours before the soccer game starts! It couldn't have worked out any better!

The only thing I forgot to ask about was the cost to me for the upgrade, so I had to call back AGAIN. But that was totally my fault. And it's a good thing I did, too. They were going to charge me $99 for the upgrade, even though I signed up for the protection plan (yesterday). Once I told the CSR about that, he put me on hold and fixed that for me. So now I'm ALL set.

I just want to thank everyone for their help with this issue, and i'm REALLY thankful that SatelliteGuys exists. It's the only way to keep up with everything Dish Network does."

So if you're calling to get the upgrade, make sure you know what you're talking about, and can contradict their typical lines to avoid upgrading you. For example, they told me at one point that my previous installer had said that there was no line of sight for EA when they originally installed everything. I had to explain to the rep that my original HD install was 2 or 3 years ago, and that EA was introduced last year. Oh, and make sure you sign up for the protection plan BEFORE you call to avoid the $99 fee.

Good luck everyone!

 

[dont24]

Won't the 1000.4 cover 61.5 also??

I think I'm getting the Western Arc, 110/119/129. What's that? 1000.2 ? I did ask what happens if they can't get 129? Then it would be an eastern arc solution. So in this case, I'd have a Dish 500 and a 1000.4 ?
Only downside is the AE solution will require my 510 DVR to be upgraded. That would go to a 612. ( $100 plus a 2yr commitment ) If it comes down to that, I'll just buy a 612 from DishStore.net

 

[nlk10010]

I wonder how many total subs have been affected?

It's unclear if there's any way to measure it (short of polling the Dish subscriber base). That may be what Charlie is counting on.

Of course, IF it turns out that there is a way to find out and the number is large (depending on what "large" means) then Charlie has just given his competitors some ammunition in the war for subscribers and is just digging himself in deeper.

 

[Scott Greczkowski]

Scott:

This doesn't appear to be a press release. Is it something that, as far as you know, was sent just to you @ Satelliteguys or was it more widely distributed? I would guess the former as if it were widely distributed the press would turn the word "small" into "insignificant" or "unimportant to Dish" and dig out, if possible, an estimate of the actual number of subscribers affected.

It was sent to me by the Dish Network spokesperson.

I believe a small number is not really that small.

 

[cosmo_kramer]

I think I'm getting the Western Arc, 110/119/129. What's that? 1000.2 ?

Probably. I'm in CT and have scheduled a 1000.4 install for EA.

 

[mruk69]

I am glad when I had my vip 722 installed a few years back. I insisted that they install my 61.5 as well. That way I have 110,1149,129 and 61.5, meaning I am fully covered.

 

[nlk10010]

I think I'm getting the Western Arc, 110/119/129. What's that? 1000.2 ?

I don't know if that's Western Arc but from what I've read Dish won't easily upgrade a subscriber to EA (using a 1000.4). They seem to want to just replace the 110/119 Dish 500 with a 1000.2 (110/119/129). That should work fine, assuming you have LOS.

 

[uhf]

I've got 110/119/61.5
That was after I "upgraded" from a 1000.2 dish. Neighbor has a damned tree in the path so I don't have LOS to 129.

 

[huskerpat]

I originally moved from 129 to 61.5 because my locals started there and I got a much stronger signal from 61.5. Our HD used to drop all the time. I've got a 1000.2 and a 500. would they just need to pull the 500 aimed at 61.5? Has 129 improved?

 

[jacobm69]

When you call please post your results here to SatelliteGuys as we want to make sure that all members get a fair deal from DISH Network.

Thanks!

I have called numerous times but was told the only thing they can do is an upgrade for $99. Have had HD for about 4 years. I do not have the protection plan but was told if i do get that it will still be $99. . . .

Not sure if this is a fair deal as i have been reading some members getting the upgrade for $15 and some getting it for free

I have 110/119/61.5

 

[RandallA]

I originally moved from 129 to 61.5 because my locals started there and I got a much stronger signal from 61.5. Our HD used to drop all the time. I've got a 1000.2 and a 500. would they just need to pull the 500 aimed at 61.5? Has 129 improved?

There's a new satellite at 129, very strong signal now.

 

[nlk10010]

It was sent to me by the Dish Network spokesperson.

I believe a small number is not really that small.

Thanks. Damage control to the nth power.

The problem with the way it's stated is that Dish, by using the word "small", seems dismissive of that part of its base that can't see the channels. Nice way to p**s people off, Charlie.

Of course once people get the new dishes their outrage will dissipate; however, if it's a lot of people and Dish doesn't upgrade the dishes in a reasonable period of time then there will be a lot of unhappy customers.

 

[kenny9966]

just got off the phone with them. Took an Hour and diff peeps AWFUL mess. I finally got to cancellations dept and they set me up with a new dish for $15 no contract no dish home plan.(Thats after i did sign up for the dish home plan hung up and realized they shut most my channels off due to a service call the next day). Why would they shut off channels i have had for the past 7 years??? Geesh do some people have no clue whats going on around there. been a dish sub for 12 years now thank god i have a lil pull in there.

 

[dont24]

Probably. I'm in CT and have scheduled a 1000.4 install for EA.

I'm in eastern Ma. What's the deal with 129? The farther North East, the harder it is to get the signal? Bottom line is I'm not signing anything until I get all the channels with very good signals across all Sats. Let's hope the tech has both solutions available in his van.