Live Chat With Dish TV, Duration 1 hour 20 minutes.
Anna Margarita (ID: BWY): Hi, my name is Anna Margarita (ID: BWY). How may I help you?
Nick Dalrymple: I just installed a new receiver. It is connected to 4 TV’s. One of the TV’s only shows the preview channel now. What to do?
Anna Margarita (ID: BWY): I will be happy to assist you with your technical issue.
Anna Margarita (ID: BWY): I was unable to access your account with the phone number you have provided. Would you please provide a different telephone number or the 16 digit account number listed on your DISH bill?
Nick Dalrymple: Two work fine. I didn't check the 4th as we never use it.
Nick Dalrymple: 217469xxx
Anna Margarita (ID: BWY): Thank you.
Anna Margarita (ID: BWY): Please give me a moment to access your account.
Anna Margarita (ID: BWY): I'm done accessing your account.
Anna Margarita (ID: BWY): For security purposes, would you please verify the 4 digit Security Code on the account?
Nick Dalrymple: xxxx
Anna Margarita (ID: BWY): Perfect!
Anna Margarita (ID: BWY): In order to do proper troubleshooting we need you to have access to your equipment. Are you currently at home?
Nick Dalrymple: yes
Anna Margarita (ID: BWY): Great!
Anna Margarita (ID: BWY): Can you see your television screen from where you are at now?
Nick Dalrymple: Wait
Anna Margarita (ID: BWY): Sure! It's my pleasure.
Nick Dalrymple: yes
Anna Margarita (ID: BWY): Can you please describe exactly what is on the television screen now? If there is an on screen message, please include the 3 digit number found in the top right corner.
Nick Dalrymple: Preview channel
Anna Margarita (ID: BWY): Thank you.
Communication with the Oracle RightNow CX Cloud Service Chat service has been lost. Please wait while attempts are made to restore the connection.
Disconnection in 360 seconds.
Connection resumed.
Anna Margarita (ID: BWY): What is the model ID number of your receiver? The model ID is listed in the lower left hand corner on the front of your receiver.
Nick Dalrymple: vip722k dvr
Anna Margarita (ID: BWY): Thank you Richard.
Nick Dalrymple: This is Nick
Anna Margarita (ID: BWY): I'm sorry Nick for the wrong name.
Nick Dalrymple: Hello?
Anna Margarita (ID: BWY): Please give me a minute or two while I research this.
Nick Dalrymple: Sure
Anna Margarita (ID: BWY): Thank you so much Nick!
Anna Margarita (ID: BWY): This will not take a while.
Anna Margarita (ID: BWY): By the way Nick, how are you doing today?
Nick Dalrymple: FINE thank youuuu. How are you doing today?
Anna Margarita (ID: BWY): I'm glad to know that you're doing fine today. I'm doing great. Thank you for asking me.
Nick Dalrymple: You are welcome.
Anna Margarita (ID: BWY): By the way Nick, how long have you had this issue?
Nick Dalrymple: I just installed a new receiver. It is connected to 4 TV’s. One of the TV’s only shows the preview channel now. What to do? This morning. Probably when I replaced the receiver last night,.
Anna Margarita (ID: BWY): May I know what channels are missing is it local or non-local channels?
Nick Dalrymple: One of the TV’s only shows the preview channel now. What to do?
Nick Dalrymple: Perhapa
Nick Dalrymple: s
Anna Margarita (ID: BWY): Okay thank you for the information. Let us start the troubleshooting steps.
Nick Dalrymple: Perhaps the remote is not set for the new receiver
Anna Margarita (ID: BWY): Thank you for the new information.
Nick Dalrymple: It asked me to set two remotes. Those now work.
Anna Margarita (ID: BWY): Can you please try to change channels using the Dish remote?
Nick Dalrymple: yes. On that TV... wait...
Anna Margarita (ID: BWY): Sure! My pleasure.
Nick Dalrymple: Thank you for waiting. Nothing happens with that TV with that remote.
Anna Margarita (ID: BWY): Thank you for the update.
Nick Dalrymple: Your average customer service time (show on the chat start screen) must be going up because of this chat.
Anna Margarita (ID: BWY): I apologize for the inconvenience.
Anna Margarita (ID: BWY): On your Dish remote Nick, Press and release the "SAT" button on the top left corner of your remote control (button will briefly light up).
Nick Dalrymple: The remote on the TV we are discussing? Ok, done.
Anna Margarita (ID: BWY): Yes, thank you.
Anna Margarita (ID: BWY): Press other buttons on the remote to see if they are functioning
Anna Margarita (ID: BWY): Please update me of what happened.
Nick Dalrymple: The channel buttons don't work. My wife turned on the TV and said there was a message that the TV was not connected to the receiver then the preview channel came on. I just installed a new receiver. It is connected to 4 TV’s. One of the TV’s only shows the preview channel now. What to do?
Anna Margarita (ID: BWY): Thank you.
Anna Margarita (ID: BWY): Thank you for patiently waiting Nick.
Anna Margarita (ID: BWY): Let us program first your remote to the receiver.
Nick Dalrymple: ok
Anna Margarita (ID: BWY): Perfect! Let us help together to solve this tech issue.
Anna Margarita (ID: BWY): Press the SYSTEM INFO button on the front panel of the receiver
Nick Dalrymple: ok
Anna Margarita (ID: BWY): Can you tell me what you see?
Nick Dalrymple: Lots of info. Primary Remote Address 1 1 IR Secondary Remote Address 1 2 UHF Pro Band A
Nick Dalrymple: Receiver mode: dual mode
Anna Margarita (ID: BWY): When you are already on the System Info Screen, Press the SAT mode button on your remote and Press the RECORD button. The SAT mode button should light up again.
Anna Margarita (ID: BWY): When you're finished Select "Done". Go to the TV where the remote will be used. Press the GUIDE button.
Nick Dalrymple: Again, with the TV and remote I am having trouble with or on the TV hooked directly to the receiver?
Anna Margarita (ID: BWY): Will you please verify your new receiver number? The receiver number can be located by pressing menu twice on the remote. It will be listed at the top of screen as Receiver CA ID.
Nick Dalrymple: R)1
Nick Dalrymple: R01 1203 1215-20
Anna Margarita (ID: BWY): Thank you.
Anna Margarita (ID: BWY): Can you please check if the TV1 is properly connected to the receiver?
Nick Dalrymple: Which is TV 1?
Anna Margarita (ID: BWY): TV1 is the one connected to the receiver.
Nick Dalrymple: How do I know that? It is hooked up like the original receiver.
Nick Dalrymple: I never was asked to program the remote on the TV that isn't working right. If that is what you were asking me to do earlier, I didn't do it. I asked a question not answered.
Anna Margarita (ID: BWY): At the back of the receiver you will see two INPUTS SATELLITE 1 and SATELLITE 2. For TV1 it should be on SAT1 for TV2 it should be on SAT2.
Nick Dalrymple: Done
Anna Margarita (ID: BWY): Is it placed properly?
Nick Dalrymple: The inputs? Yes. If the TV wasn't connected how do I get the preview channel. I never was asked to program the remote on the TV that isn't working right when I set up the new receiver. If that is what you were asking me to do earlier, I didn't do it. I asked a question not answered. "Anna Margarita (ID: BWY): When you are already on the System Info Screen, Press the SAT mode button on your remote and Press the RECORD button. The SAT mode button should light up again.
Anna Margarita (ID: BWY): When you're finished Select "Done". Go to the TV where the remote will be used. Press the GUIDE button.
Nick Dalrymple: Again, with the TV and remote I am having trouble with or on the TV hooked directly to the receiver?"
Anna Margarita (ID: BWY): Thank you for checking.
Anna Margarita (ID: BWY): Nick, we need to reset your receiver. Please unplug your receiver from the power outlet, leave it unplugged for 10 seconds, and then plug it back in. Please let me know when the DISH start up screen appears. This reset process should take no more than 5 minutes to complete.
Nick Dalrymple: OK. Will do and be back soon.
Anna Margarita (ID: BWY): Okay, It's my pleasure.
Anna Margarita (ID: BWY): Just give me an update of what happened.
Nick Dalrymple: The receiver TV came back on the channel (MSNBC) watching.
Anna Margarita (ID: BWY): Is there any changes?
Anna Margarita (ID: BWY): I have not heard from you in a while and your chat window shows you've been idle, are you still with me?
Nick Dalrymple: You are in a hurry. I have to go upstairs each time. No Changes. Still wonder about that remote that was never reprogrammed. I never was asked to program the remote on the TV that isn't working right when I set up the new receiver. If that is what you were asking me to do earlier, I didn't do it. I asked a question not answered. "Anna Margarita (ID: BWY): When you are already on the System Info Screen, Press the SAT mode button on your remote and Press the RECORD button. The SAT mode button should light up again.
Anna Margarita (ID: BWY): When you're finished Select "Done". Go to the TV where the remote will be used. Press the GUIDE button.
Nick Dalrymple: Again, with the TV and remote I am having trouble with or on the TV hooked directly to the receiver?"
Anna Margarita (ID: BWY): I apologize for the inconvenience.
Nick Dalrymple: Also, I am multi tasking. How about you?
Anna Margarita (ID: BWY): I am here to help you with these, however you need to respond so I can still confirm that you are still on the session. I appreciate your patience.
Anna Margarita (ID: BWY): Nick can you please bring your TV2 Remote with you to TV1 then Access "System Info" from the receiver front panel (just press the System Info Button)
Nick Dalrymple: Ready
Anna Margarita (ID: BWY): After pressing the System Info Button, Press and release the "SAT" button and Press and release the "RECORD" button
Nick Dalrymple: OK Done. Check upstairs again?
Anna Margarita (ID: BWY): Thank you for the information.
Nick Dalrymple: Should I go check upstairs to see if the other TV is working now?
Anna Margarita (ID: BWY): Yes please, check the TV that is not working with the remote.
Nick Dalrymple: It works now. Did you know "In Space (and live chat) No One Can Hear You Scream"?
Nick Dalrymple: Thank you Anna Margarita (ID: BWY)
Anna Margarita (ID: BWY): Is there anything else I may assist you with?
Nick Dalrymple: No, Thank you Anna Margarita (ID: BWY).
Anna Margarita (ID: BWY): I hope I have answered all your questions today. Is there anything else I may assist you with?
Nick Dalrymple: No, Thank you Anna Margarita (ID: BWY).
Anna Margarita (ID: BWY): Thank you for your patience in doing this troubleshooting steps. I hoped it helped you a lot even though it is hard for you.
Anna Margarita (ID: BWY): For future convenience, you can also check some troubleshooting steps online at http://www.mydish.com/support or DISH home channel 101.
Nick Dalrymple: Thank you Anna Margarita (ID: BWY).
Anna Margarita (ID: BWY): I'm really glad I was able to help you today. I hope I didn't take up too much of your time. Thank you for using DISH Chat. Have a fantastic day.Your good experience with DISH chat is much appreciated.
Anna Margarita (ID: BWY) has disconnected.
Anna Margarita (ID: BWY): Hi, my name is Anna Margarita (ID: BWY). How may I help you?
Nick Dalrymple: I just installed a new receiver. It is connected to 4 TV’s. One of the TV’s only shows the preview channel now. What to do?
Anna Margarita (ID: BWY): I will be happy to assist you with your technical issue.
Anna Margarita (ID: BWY): I was unable to access your account with the phone number you have provided. Would you please provide a different telephone number or the 16 digit account number listed on your DISH bill?
Nick Dalrymple: Two work fine. I didn't check the 4th as we never use it.
Nick Dalrymple: 217469xxx
Anna Margarita (ID: BWY): Thank you.
Anna Margarita (ID: BWY): Please give me a moment to access your account.
Anna Margarita (ID: BWY): I'm done accessing your account.
Anna Margarita (ID: BWY): For security purposes, would you please verify the 4 digit Security Code on the account?
Nick Dalrymple: xxxx
Anna Margarita (ID: BWY): Perfect!
Anna Margarita (ID: BWY): In order to do proper troubleshooting we need you to have access to your equipment. Are you currently at home?
Nick Dalrymple: yes
Anna Margarita (ID: BWY): Great!
Anna Margarita (ID: BWY): Can you see your television screen from where you are at now?
Nick Dalrymple: Wait
Anna Margarita (ID: BWY): Sure! It's my pleasure.
Nick Dalrymple: yes
Anna Margarita (ID: BWY): Can you please describe exactly what is on the television screen now? If there is an on screen message, please include the 3 digit number found in the top right corner.
Nick Dalrymple: Preview channel
Anna Margarita (ID: BWY): Thank you.
Communication with the Oracle RightNow CX Cloud Service Chat service has been lost. Please wait while attempts are made to restore the connection.
Disconnection in 360 seconds.
Connection resumed.
Anna Margarita (ID: BWY): What is the model ID number of your receiver? The model ID is listed in the lower left hand corner on the front of your receiver.
Nick Dalrymple: vip722k dvr
Anna Margarita (ID: BWY): Thank you Richard.
Nick Dalrymple: This is Nick
Anna Margarita (ID: BWY): I'm sorry Nick for the wrong name.
Nick Dalrymple: Hello?
Anna Margarita (ID: BWY): Please give me a minute or two while I research this.
Nick Dalrymple: Sure
Anna Margarita (ID: BWY): Thank you so much Nick!
Anna Margarita (ID: BWY): This will not take a while.
Anna Margarita (ID: BWY): By the way Nick, how are you doing today?
Nick Dalrymple: FINE thank youuuu. How are you doing today?
Anna Margarita (ID: BWY): I'm glad to know that you're doing fine today. I'm doing great. Thank you for asking me.
Nick Dalrymple: You are welcome.
Anna Margarita (ID: BWY): By the way Nick, how long have you had this issue?
Nick Dalrymple: I just installed a new receiver. It is connected to 4 TV’s. One of the TV’s only shows the preview channel now. What to do? This morning. Probably when I replaced the receiver last night,.
Anna Margarita (ID: BWY): May I know what channels are missing is it local or non-local channels?
Nick Dalrymple: One of the TV’s only shows the preview channel now. What to do?
Nick Dalrymple: Perhapa
Nick Dalrymple: s
Anna Margarita (ID: BWY): Okay thank you for the information. Let us start the troubleshooting steps.
Nick Dalrymple: Perhaps the remote is not set for the new receiver
Anna Margarita (ID: BWY): Thank you for the new information.
Nick Dalrymple: It asked me to set two remotes. Those now work.
Anna Margarita (ID: BWY): Can you please try to change channels using the Dish remote?
Nick Dalrymple: yes. On that TV... wait...
Anna Margarita (ID: BWY): Sure! My pleasure.
Nick Dalrymple: Thank you for waiting. Nothing happens with that TV with that remote.
Anna Margarita (ID: BWY): Thank you for the update.
Nick Dalrymple: Your average customer service time (show on the chat start screen) must be going up because of this chat.
Anna Margarita (ID: BWY): I apologize for the inconvenience.
Anna Margarita (ID: BWY): On your Dish remote Nick, Press and release the "SAT" button on the top left corner of your remote control (button will briefly light up).
Nick Dalrymple: The remote on the TV we are discussing? Ok, done.
Anna Margarita (ID: BWY): Yes, thank you.
Anna Margarita (ID: BWY): Press other buttons on the remote to see if they are functioning
Anna Margarita (ID: BWY): Please update me of what happened.
Nick Dalrymple: The channel buttons don't work. My wife turned on the TV and said there was a message that the TV was not connected to the receiver then the preview channel came on. I just installed a new receiver. It is connected to 4 TV’s. One of the TV’s only shows the preview channel now. What to do?
Anna Margarita (ID: BWY): Thank you.
Anna Margarita (ID: BWY): Thank you for patiently waiting Nick.
Anna Margarita (ID: BWY): Let us program first your remote to the receiver.
Nick Dalrymple: ok
Anna Margarita (ID: BWY): Perfect! Let us help together to solve this tech issue.
Anna Margarita (ID: BWY): Press the SYSTEM INFO button on the front panel of the receiver
Nick Dalrymple: ok
Anna Margarita (ID: BWY): Can you tell me what you see?
Nick Dalrymple: Lots of info. Primary Remote Address 1 1 IR Secondary Remote Address 1 2 UHF Pro Band A
Nick Dalrymple: Receiver mode: dual mode
Anna Margarita (ID: BWY): When you are already on the System Info Screen, Press the SAT mode button on your remote and Press the RECORD button. The SAT mode button should light up again.
Anna Margarita (ID: BWY): When you're finished Select "Done". Go to the TV where the remote will be used. Press the GUIDE button.
Nick Dalrymple: Again, with the TV and remote I am having trouble with or on the TV hooked directly to the receiver?
Anna Margarita (ID: BWY): Will you please verify your new receiver number? The receiver number can be located by pressing menu twice on the remote. It will be listed at the top of screen as Receiver CA ID.
Nick Dalrymple: R)1
Nick Dalrymple: R01 1203 1215-20
Anna Margarita (ID: BWY): Thank you.
Anna Margarita (ID: BWY): Can you please check if the TV1 is properly connected to the receiver?
Nick Dalrymple: Which is TV 1?
Anna Margarita (ID: BWY): TV1 is the one connected to the receiver.
Nick Dalrymple: How do I know that? It is hooked up like the original receiver.
Nick Dalrymple: I never was asked to program the remote on the TV that isn't working right. If that is what you were asking me to do earlier, I didn't do it. I asked a question not answered.
Anna Margarita (ID: BWY): At the back of the receiver you will see two INPUTS SATELLITE 1 and SATELLITE 2. For TV1 it should be on SAT1 for TV2 it should be on SAT2.
Nick Dalrymple: Done
Anna Margarita (ID: BWY): Is it placed properly?
Nick Dalrymple: The inputs? Yes. If the TV wasn't connected how do I get the preview channel. I never was asked to program the remote on the TV that isn't working right when I set up the new receiver. If that is what you were asking me to do earlier, I didn't do it. I asked a question not answered. "Anna Margarita (ID: BWY): When you are already on the System Info Screen, Press the SAT mode button on your remote and Press the RECORD button. The SAT mode button should light up again.
Anna Margarita (ID: BWY): When you're finished Select "Done". Go to the TV where the remote will be used. Press the GUIDE button.
Nick Dalrymple: Again, with the TV and remote I am having trouble with or on the TV hooked directly to the receiver?"
Anna Margarita (ID: BWY): Thank you for checking.
Anna Margarita (ID: BWY): Nick, we need to reset your receiver. Please unplug your receiver from the power outlet, leave it unplugged for 10 seconds, and then plug it back in. Please let me know when the DISH start up screen appears. This reset process should take no more than 5 minutes to complete.
Nick Dalrymple: OK. Will do and be back soon.
Anna Margarita (ID: BWY): Okay, It's my pleasure.
Anna Margarita (ID: BWY): Just give me an update of what happened.
Nick Dalrymple: The receiver TV came back on the channel (MSNBC) watching.
Anna Margarita (ID: BWY): Is there any changes?
Anna Margarita (ID: BWY): I have not heard from you in a while and your chat window shows you've been idle, are you still with me?
Nick Dalrymple: You are in a hurry. I have to go upstairs each time. No Changes. Still wonder about that remote that was never reprogrammed. I never was asked to program the remote on the TV that isn't working right when I set up the new receiver. If that is what you were asking me to do earlier, I didn't do it. I asked a question not answered. "Anna Margarita (ID: BWY): When you are already on the System Info Screen, Press the SAT mode button on your remote and Press the RECORD button. The SAT mode button should light up again.
Anna Margarita (ID: BWY): When you're finished Select "Done". Go to the TV where the remote will be used. Press the GUIDE button.
Nick Dalrymple: Again, with the TV and remote I am having trouble with or on the TV hooked directly to the receiver?"
Anna Margarita (ID: BWY): I apologize for the inconvenience.
Nick Dalrymple: Also, I am multi tasking. How about you?
Anna Margarita (ID: BWY): I am here to help you with these, however you need to respond so I can still confirm that you are still on the session. I appreciate your patience.
Anna Margarita (ID: BWY): Nick can you please bring your TV2 Remote with you to TV1 then Access "System Info" from the receiver front panel (just press the System Info Button)
Nick Dalrymple: Ready
Anna Margarita (ID: BWY): After pressing the System Info Button, Press and release the "SAT" button and Press and release the "RECORD" button
Nick Dalrymple: OK Done. Check upstairs again?
Anna Margarita (ID: BWY): Thank you for the information.
Nick Dalrymple: Should I go check upstairs to see if the other TV is working now?
Anna Margarita (ID: BWY): Yes please, check the TV that is not working with the remote.
Nick Dalrymple: It works now. Did you know "In Space (and live chat) No One Can Hear You Scream"?
Nick Dalrymple: Thank you Anna Margarita (ID: BWY)
Anna Margarita (ID: BWY): Is there anything else I may assist you with?
Nick Dalrymple: No, Thank you Anna Margarita (ID: BWY).
Anna Margarita (ID: BWY): I hope I have answered all your questions today. Is there anything else I may assist you with?
Nick Dalrymple: No, Thank you Anna Margarita (ID: BWY).
Anna Margarita (ID: BWY): Thank you for your patience in doing this troubleshooting steps. I hoped it helped you a lot even though it is hard for you.
Anna Margarita (ID: BWY): For future convenience, you can also check some troubleshooting steps online at http://www.mydish.com/support or DISH home channel 101.
Nick Dalrymple: Thank you Anna Margarita (ID: BWY).
Anna Margarita (ID: BWY): I'm really glad I was able to help you today. I hope I didn't take up too much of your time. Thank you for using DISH Chat. Have a fantastic day.Your good experience with DISH chat is much appreciated.
Anna Margarita (ID: BWY) has disconnected.