DISH Customer Service Issues

My bill has been increased once again. Despite numerous phone calls, I can only afford around $50. I have the most basic service. I keep records of all my calls, such as the one on 5-3-16 with Abby and a Manager who promised a permanent monthly charge of $50.53. Another call on 3-26-18 with Ashley only resulted in a $5 discount for six months, with no acknowledgment of the previous agreement in [redacted]. It seems the representatives are not truthful to keep services active. I only watch a few channels and am willing to cancel if there's no resolution other than more lies. I prefer not to engage on social media and won't discuss this further on the phone. If email correspondence is not possible, kindly cancel my service. Thank you.

I have contacted your [redacted] number and interacted with multiple technical representatives located in different areas such as West Virginia, Mexico, and elsewhere. Each one offered conflicting solutions to my concerns. A technician visited my home earlier today for a separate issue and was unsure if my desired setup was feasible. Currently, I have 5 televisions connected through RG6 cables to a central point with a [redacted] receiver, distributing signals to the TVs in standard definition. I wish to upgrade to a Hopper 2 or 3 system with Joeys or Super Joeys to transmit signals to all 5 sets. I prefer not to install new HDMI cables through the walls. One representative mentioned it could be done with specific equipment, while another claimed it was impossible. I request to speak with a knowledgeable technician with practical installation experience regarding my requirements. The phone system also experienced difficulties as I lost connection with a helpful West Virginia representative before concluding our discussion. I would appreciate a qualified technician to contact me for further assistance. Thank you. - M. T.

I was overcharged $[redacted] and, after multiple calls, an agent agreed to credit my account, but the promised follow-up call never arrived. Despite complaining on the chat line and being assured a manager would call back, it never happened. When contacting the Customer Escalations Dept., I encountered a trainee who was unfamiliar with the product. The lack of follow-through on promises and credits has led to frustration, as I received another bill for nearly $[redacted]. I've had poor service for 10 months due to being given the wrong package, leaving me with a non-functional service and owed a significant sum of money.

I have recently replied to emails regarding my bill. It was initially set up for automatic withdrawal from my checking account, but my new bank locked the card due to fraudulent activity on my due date. Dish should have promptly notified me of this issue, which they failed to do so. After reviewing my bank statements a week ago, I noticed no withdrawal was processed. I reached out to Dish via email since I couldn't access my account and was unable to contact them by phone to make a payment. I am now receiving unpleasant emails stating my account is overdue and service will be disconnected. I have requested Dish to reach out to me to resolve this matter, and help me set up my account since it doesn't recognize my account number or email. By sharing my concerns here, I hope someone will respond without sending threatening emails.

I couldn't access "On Demand" for 2 days, so I contacted customer service. After half an hour on the phone, they couldn't assist me and advised sending a technician, suggesting an $8.99/month program to reduce the $90 fee. Although I agreed, my husband and I resolved the issue ourselves two hours later. I then canceled the technician appointment. I believe customer service should have been able to help us with something we managed to fix independently. It appears they were quick to push the $8.99 service plan. Kindly cancel the plan tonight as I don't want to pay for a service I won't use and was persuaded into by an agent who couldn't troubleshoot as well as we did later. Please confirm the cancellation. I've had the service for less than 12 hours.

I have noticed what appears to be a design flaw in the Dish program menus. When I start watching a game, like game 1 of the World Series under Home > Sports, I can view it fully. However, at some point during the game, usually around mid-game, the option to continue watching disappears from the menu even though the game is still ongoing. This issue has also happened with other sporting events. I believe this needs prompt attention from engineering as it is frustrating for a sports fan like me. If this problem persists, I may have to switch to another provider once my contract ends. Feel free to contact me at [redacted] or via email at [redacted] for more details. Thank you.

I signed up for your service in [redacted] and selected a bundle that included local channels. A year ago, you began billing me for local channels, which was not part of my original agreement. I contacted support, and they adjusted my bill to match my initial contract. Yesterday at 9:45 am, I spoke with Jose about the local channels reappearing on my bill. Jose assured me he would adjust the bill, remove late fees, and stated my next month's bill would be $41.04. He did not mention canceling local channels, which I did not request. Later that day, after noticing the local channels were gone, I contacted Peter. He claimed that I always had to pay for the channels. I disagreed, stating that Dish was violating our contract by adding charges. I demand my services be restored to honor the original contract, including the local channels at the agreed rate of $43.04. Regards, Daisy J. Account #8[redacted] 8[redacted]

Dear Customer Service, I notified you of my upcoming three-month trip abroad when I canceled my service. I was surprised to be told I did not need to return the dish and receiver. As a loyal customer for 20 years, I feel disappointed by this treatment. I have decided not to resume my service with your company. Furthermore, since I originally purchased the receiver, I request its return. If this issue is not resolved promptly, I will have to escalate my complaint to the BBB, as I can still do this whilst overseas. Please confirm when you will return my original receiver or I will proceed with filing a complaint. Thank you, Jawed

I requested the disconnection of my services in September and was assured by customer service that my cancellation was processed. I was informed that I owned the equipment since I had paid a monthly fee for its use over the years. However, bills continued to be generated post my cancellation request. On October 6th, at 2:31 pm, I contacted the center and informed Management of the situation. I was told that after making a payment of $39, my services would be fully disconnected, and I would not be required to return any equipment. I made the payment over the phone on the same day. It was also confirmed that I had no more financial obligations towards the account. I urge for a thorough review of my account to rectify any erroneous charges. I have settled my balance and reiterated my cancellation request for the third time. I find it unacceptable and unprofessional how Dish Network has handled this matter. Thank you, Nada T. [redacted] --- Hi Nada, We regret to inform you that your DISH service has been disconnected due to non-payment, potentially leading to early termination fees and further collection proceedings. Please note the details regarding the return of your current equipment. Kindly follow the return instructions provided in the return kit, as it is crucial to avoid unreturned equipment charges. Do not attempt to sell any equipment marked as "Return Not Required," as it is obsolete and cannot be used by other DISH customers. For electronic recycling options near you, please visit mydish.com/recycle.

I recently received a letter dated 11/19 stating that I do not qualify for your best offer, citing reasons that I believe are inaccurate. Firstly, I have maintained a cell phone for over five years, currently paid up until [redacted]. Secondly, my Internet service has been active for more than five years. Thirdly, I was a customer of another satellite service for over three years until recently. It concerns me that your investigation only involved NCTUE without considering my reliable communication history. Moreover, if a program with [redacted]+ channels is not your best offer, I am interested to learn about your actual best offer and why it was not initially presented on your signup site. I am puzzled by the inaccuracies in the letter and would appreciate clarification.

Dear Dish Network, I am writing to address concerns with my recent billing statements and programming changes. My name is L.O. and my account number is [redacted]. I have noticed that HBO and ELREY are no longer available on the TV Guide listings. Additionally, I have observed discrepancies in my bills, with a sudden increase of $20 from $[redacted] to $[redacted] for the month of December. I feel unsettled about the lack of communication regarding these price changes and programming disputes. Furthermore, I am also experiencing ongoing issues with the clarity of my TV viewing despite reaching out to customer service without a resolution. I urge Dish Network to provide transparency on billing and promptly address technical issues with my service. Please contact me via email at [redacted] or phone at [redacted] to discuss these matters. Your attention to these concerns is greatly appreciated. Sincerely, L.O.

On June 10th, I contacted the customer service to cancel my service. The representative informed me about promotions and offered to adjust my bill. After waiting for two days, I checked my bill on June 12th and saw it was $10. I promptly paid that amount and contacted them again to cancel. Another representative mentioned a 6-month program to keep promotions if I decided to continue with Dish. I agreed, under the condition that there would be no monthly charges. Shortly after, my service was disconnected. Dish started sending return boxes before the 6 months were over. I returned the equipment as I intended to cancel post the trial period. However, I received a bill despite paying $10 and having no service since then. I request the erroneous charges to be removed as I fulfilled my end by returning the equipment. I urge the company to review the calls made on June 10th and 12th, as they should confirm my statements. Thank you.

I qualified for the Hopper upgrade after being a DISH customer for 17 years. When the technician came on November 28th to install the Hopper, it was defective. It kept shutting off and the Joeys on my other TV were not working properly. The technician returned on December 3rd to replace the Hopper, but then the Joeys wouldn't download. After multiple calls, a technician instructed me to unplug them, but they still didn't work. Another call led to the decision to replace the Joeys, with an appointment set for December 7th. After requesting an earlier visit, I was promised a call back that never happened. When checking the appointment, the recording said the technician was coming the next day, requiring me to change my plans. Despite the technician being nice, the overall customer service experience has been frustrating. If not for the high fees to cancel the contract, I would switch to DIRECTV. After 17 years, the lack of follow-up from your company is disappointing, and I am considering changing providers once my contract ends.

We qualified for a Hopper upgrade after having Dish for 17 years. Technicians came on November 28th to install the new equipment, but it was defective - constantly shutting off and not changing channels. The Joeys on my other TVs had issues too. A technician returned on December 3rd to replace the faulty Hopper, but then the Joeys wouldn't download. After multiple calls for assistance, a solution was delayed until December 7th, then expedited to the next day without prior notification. I had to adjust my schedule last minute. Despite the technical problems, the technicians were polite. Frustrated by the ongoing issues and lack of proactive communication, we are considering switching to Direct TV once our contract ends.

I contacted DISH for information about upgrading my receiver to the Hopper for two TVs. Currently paying $7 a month for this service (including a $15 loyal customer discount), I was surprised to find out my bill is now $91.01 monthly. The representative I spoke with had a strong accent, making it hard to understand everything, but mentioned I was eligible for an upgrade to the Hopper for $17 extra per month with a contract. As a loyal customer, this increase doesn't sit right with me. If I can't get a better deal without a contract, I may explore other ways to watch TV. I'm even considering installing an antenna for local channels, which used to cost $5 and is now $12. My current receiver is the VIP 722K.

I recently had an issue with my TVs connected to Joeys after they stopped showing a picture unexpectedly. Despite my attempts to troubleshoot following the instructions, I couldn't resolve the problem. Due to my age and hearing difficulties, I contacted customer service but unfortunately did not find a solution. As a result, I had to seek professional help to ensure my wife, who is unwell, can continue to watch TV for a distraction. The technician had to reprogram the equipment due to a problem between the Hopper and the Joeys. I am concerned that there may be a recurring equipment issue and wonder if I should consider switching service providers. Thank you. - H.A.

I have been a long-time customer, but recently faced a frustrating issue with DISH. After a power outage, all my DVR recordings of "Perry Mason" got deleted. Despite informing DISH about the repeated black screen issues for over a month, I was only advised to watch for future incidents before they replace my hopper. Even after years of loyalty and monthly payments, DISH's policy made me wait for a potential future problem. If this matter is not resolved promptly, we are considering switching to Direct TV or cable TV due to the inconvenience caused by lost recordings.

About a month ago, I encountered a hard drive failure with the VIP612 receiver I rent from DISH. I arranged for a replacement to be sent, but the new DVR is having issues with playing recently purchased movies, freezing every couple of minutes. Despite being informed that the matter is being looked into, there is no specific contact person for updates. I was directed to the Dish Internet Department after two chat sessions, where they suggested deleting and reordering the movie to resolve the playback problem, claiming my internet speed was either too slow or too fast for the equipment. During another chat session this morning, Dish insisted on an upgraded receiver with an increased equipment charge, which I'm not willing to accept. The previous VIP612 model worked fine for years until the replacement came with the hard drive issue. I expect the equipment charge to be removed from my bill since the receiver doesn't function as promised, making it impossible to watch on-demand movies. If this matter isn't resolved, I will have to consider canceling my subscription. Regards, Steve Schau

My 211K receiver no longer works. Dish informed me it was discontinued, so they sent a Wally as a replacement. However, the Wally has been problematic since day one. It fails to pick up all my channels without running a check switch every time I change channels. This constant troubleshooting is frustrating me. During my 8 years with the 211K, I never encountered such issues. I've tried various troubleshooting methods to no avail. If this continues, I will cancel my subscription. I expect my bill to be prorated for the service downtime. The Wally's performance is disappointing compared to the reliable 211K. It must be fixed or replaced with a functional unit.

I noticed an increase in my bill, which led me to reach out for help. Previously, I was paying $66.16 on the 5th or 6th of each month through autopay from my checking account. After speaking with a customer service agent a couple of months ago, I requested a payment date change to the 15th, which was confirmed. However, in January [redacted], $[redacted].15 was withdrawn on the 18th instead. This resulted in a $41.99 difference from my usual monthly payment. Calculating the difference for the nine days between the 6th and the 15th of the month, I expected a new amount of $88.20. As a result, I believe I was overcharged by $19.95 this month. I kindly request a credit for this overpayment. I also inquired about receiving the best available monthly internet deal to accommodate my budget. If you can provide me with a competitive offer better than the $39 I saw elsewhere, that would be great. I appreciate your assistance.