I also am having the very same issue! Spent 35 min on chat , which is something rare for me because sometimes I feel I know more Han them ! After that I was told she would let the people who run the software dept know. She also informed me they couldn’t come out to do anything nor could they replace my box. I asked so if it’s not fixed in let’s say a week should I call back ? Her response! These things take time and she couldn’t give me an idea on how long. The only thing was the software solution will be downloaded and I won’t have to do anything! Duhhhh! So don’t complain people let’s just wait until they get the Smarts to fix it!! Ya RIGHT !!!!! When dish is going well I love dish , However when it’s not the people working tech support haven’t a clue!