New DISH Subscriber With Questions

[rk911]

We took delivery of the new MH a couple of weeks ago and are on its maiden voyage. Banana Boat III is equipped with a Winegard Trav'ler automatic satellite dish and a DISH network Vip722k receiver/DVR. The system is setup to watch/record two different programs simultaneously...one on the front TV and another on the rear TV. This is our first encounter with satellite TV in general and with DISH in particular.

We purchased the receiver and set up the accounts with Solid Signals, an authorized DISH network seller and they have been super. The dish works well and overall we're happy. But there have been a few hiccups for which I am getting conflicting answers. So I'm turning to those of you who are more experienced with DISH network for some straight answers.

* local channels: I made it clear to the DISH guy and to Solid Signals that the service was for an RV and that we wanted to be able to get whichever local channels/networks that were available wherever we might find ourselves. Both DISH and the Solid Signals customer service reps told me..."no problem" and that all I needed to do was call DISH and change my service address whenever we needed to. They added that the address needed to be a valid USPS address.

On our first night out I called DISH and asked to change my "service address" and that everything else in the account was staying the same. The off-shore CSR asked for the receiver ID and then promptly told me that the Vip722k was not compatible with that request. I asked for a supervisor and got the same response. The next morning I called the CSR at Solid Signals who set up our account. She told me that there are many DISH TV CSR's who are ill trained or lazy and either don't know how to or don't want to change a service address and that I might need to call 3 or 4 times in order to get the change made. sound about right?

Tonight we're in a different location and I tried again. This time a DISH CSR in NYC said "no problem" but it took about 20-minutes for him to make the change. Should it take that long? He said he had to get someone to "override" whatever he was doing. ???

Which is going to be my typical response from DISH when I call to change the service address...the argument I received on the first night, the 20-minute call the second night or something else? are there any "magic words" I should be using when I call them?

* Once the DISH CSR said that the service address change was made he said I had to re-load the guide and package by entering our local zip code in the installation menu (MENU:6:1:1). He said that was to ensure the dish antenna on the MH could lock onto the proper satellites. But the Trav'ler antenna had already locked onto sats 110, 119 and 129 and I had a picture and all of my channels prior to my calling DISH. Once I did enter the new zip code the receiver did a re-load that took about 15-minutes to complete and when done I had the new locals.

What's the real purpose of changing the zip code??? Will doing that get the local channels without having to make a call to DISH? Do I even NEED to change the zip code or is it just a good idea to do it? Is the real reason for the zip code to force a re-load?

So, what's the real skinny on all of this???

[Bill_Satellite]

Dutch_12078 wrote:

dan-nickie wrote:
Get an OTA Module from SolidSignal to connect to your roof antenna. Then scan for the local channels yourself. You will get more local channels and they will all be HD.

The OP has a VIP211k receiver that has OTA reception built in. The newer and less featured VIP211z would need the OTA USB module. Using OTA of course, assumes always parking in areas with good OTA reception.

The OP actually has a 722k and not a 211. However, the 722 also has a built in OTA tuner. Just in case the OP does not know this, only the TV connected to output 1 via HDMI or Component cable will get an HD signal. The 2nd TV picture will be in SD.

[Johno02]

Use the OTA antenna for local channels. Amazing what is on those channels in the middle of the night. Andy Williams is really funny at 2:00AM!

[lbrjet]

I have changed locals about 20 times over the past several months. They now only need a zip code, but some insist they still need an address. It was about half and half. The good news is the work force is much better trained this year than last year. Every offshore CSR this year knew exactly what to do which is a big difference from last year. Overall, I only had to call back once because the new locals didn't show up. We have the interface attachment for integrated OTA locals, but recording playback didn't work well so we bagged it.

[ReneeG]

Good responses and I've learned something myself here. Unfortunately we had the same problem on a recent trip. We called in to change the zip code/address so that we could get local programming news and all that rep needed was the zip code. He said to give it about 15 minutes and it'll work. He was right. Second time we called in was to get it changed back to our home address because we were close enough, yet not home, that the home broadcasting stations would be where we were and that rep asked for an address, etc. My husband started to lose his cool (DH Edit: only because the lack of consistency of training of operators at DISH, drives me nuts sometime, the simplest things???), but I told him to give the guy our home address. He did and we got the local channels again.

[Dutch_12078]

dan-nickie wrote:
Get an OTA Module from SolidSignal to connect to your roof antenna. Then scan for the local channels yourself. You will get more local channels and they will all be HD.

The OP has a VIP211k receiver that has OTA reception built in. The newer and less featured VIP211z would need the OTA USB module. Using OTA of course, assumes always parking in areas with good OTA reception.

[dan-nickie]

Get an OTA Module from SolidSignal to connect to your roof antenna. Then scan for the local channels yourself. You will get more local channels and they will all be HD.

[sch911]

It takes me about two minutes to switch inputs, crank up the OTA antenna, and scan for locals. IMHO this is a much more sustainable solution to the issue than calling a Dish CSR....

[paulcardoza]

Unfortunately, DISH is no different than most companies with call-in CS. These frontline CSR's are very low paid, entry level jobs, that experience high turnover. Training is marginal and attitudes are generally hit or miss.

Like others have said, call back till you reach someone with the willingness to help!

[charlysmom_dad]

Your rep from Solid Signals was correct about the Dish csr. Not all are the same.
When I called to discontinue my service, the first dish rep wanted me to climb up on my roof to take down the sat dish on my house. (Not going to happen, I'm an old lady)
I excused myself and hung up. Called back and got a different csr. He said no need to take down the sat dish.

[georgelesley]

I learned from from a good CSR to make sure and tell the CSR to send your receiver a "bump". That along with city and maybe zip code should give you locals after program guide reloads.

[Ed_Gee]

Sounds like other posters have already provided good info. I only want to add my opinions to the pile. Yes, you will get Customer Service Reps who don't know what they are doing. One poster nailed it ... in the menu system, go to the Tech Support choice for more knowledgeable service reps. Secondaly, I, too, find Dish Chat to overall work better..... and I usually have an Internet connection to do that. 20 minutes on the telephone with a customer service rep is probably par for the course, unfortunately.

[cmoecmoe]

Rk911,

You will not get the new local channels by changing the zip code on the receiver. Local channels are projected on a "spot beam" that you can only receive in that geographic area. When you move to a new area, your receiver will not be authorized to receive these spot beams until Dish sends new programming to the receiver. The call to Dish triggers this event.

I hope this helps.

Craig

[stickdog]

We've had our share of problems with first line CSR's. We now just go through the menu till the tech number comes up. They always get it right the first time.

[Dutch_12078]

As said, we've found the Dish online chat system to be the easiest and most reliable for changing our service address. I use a prewritten script that starts off by saying this account is for our RV, and we've changed locations. It then goes on to request the change to our service address only, not our billing address, followed by the new address. It typically takes about 5 minutes to get the change made, and another 10 minutes or so for the program guide to update. Once in awhile it takes a second chat session to get the guide updated when the CSR fails to set the correct flag, but that's pretty rare. I have a text file with a script for all of the locations we frequent regularly, along with a template for new entries. I've never needed to make any settings changes to either our Hopper or 211k.

[Dennis_M_M]

Never had to change the zip code to make it work. Usually no problem getting the "service address" changed and usually all they need is a zip code. Occasionally I will run into an uncooperative rep. When that happens I just says "Thank you" and call back again.

Some folks have had better luck using on-line chat, but that needs a WiFi connection.

We make the change four or five times a year, don't bother if we are not staying in one place longer than a week.