I am a Dish Network subscriber, and the majority of the time I’m pretty happy about it. Aside from a few initial billing issues (mostly with getting a rebate setup) I hadn’t had any problems. That was, until about a week ago when I decided to switch from my America’s Top 200 package to the DishHD package (only HD channels).
Before switching I chatted with one of the Dish Network advisors via their online chat module to ask a few basic questions; was it really only HD channels, verify the price, ask about premiums such as HBO and so on. After getting satisfactory answers on the online chat I called their 800 number to double check what I had been told online. It all checked out, I also did some additional checking, such as making sure I wouldn’t be breaking any agreement and having some surprise fees or anything like that, checking the new rates, and the like. I was told that I wouldn’t be breaking any contracts, my new monthly rate should I choose to change, and that the Dish HD package did qualify as a basic programming package so I could get this as a standalone package. I also one last time wanted to check that I’d get all the HD channels I currently had plus the extra non-premium channels on the channel list, I was told I would get them.
I was sold, I told the guy to go ahead and change my programming package to the HD only package and the rep on the phone said ok, did it and then I was informed that there’d be a $5 service charge for changing my programming package on my next bill, as well as the prorated balance for the remaining month’s unused programming. I was surprised about the $5 charge, but it’s not that big a deal (I would have changed the programming anyway), just would have been nice to be reminded of it again prior to telling him to go ahead and execute the change.
So after all the changes were done and I got home from work I went to watch my beloved Chicago Cubs, but where the hell is channel 429 (Comcast Sports Net Chicago)? I live in the region that gets CSN Chicago, I know this because when I had the America’s Top 200 package I had the HD and SD CSN Chicago channels, but now I no longer did. I called up Dish Network and was quickly connected with “Sam” in their offshore call center. I assume it’s only for after hours because during more “normal” hours I’m usually connected with a more “American” sounding person. Not that I care either way, but my experience with offshore call centers is that they are less willing to “work” with me and stick to their canned scripts answers.
Anyway, I quickly explain to the guy on the phone that my problem is I live in the CSN Chicago region and I no longer get the channel, I have the HD only package and expected to get the CSN HD channel. I was put on hold for a moment while the rep looked up the answer to my question. When he came back on the line he asked what I saw on my TV. I informed him I had ESPN HD on, to which he asked what the problem was. I again explained the situation, and I again got the canned “I’m so sorry for that sir…” blah blah blah. Long story short, with this guy I learned that apparently the Dish HD only package does NOT contain the CSN Chicago channel, and that the “only” way I would be able to get it was by reinstating the America’s Top 200 package. At this point the man on the phone asked if I would give him permission to re-add it to my account. I said no, explained how I had just gotten rid of it and had no desire to get it back. At some point during this explanation I was either hung up on or my call dropped, so I called back.
This time I selected a different option and my call was answered by someone that didn’t sound to be in an offshore call center. I explained the situation again; the rep checked into it and told me Comcast Sports Net Chicago was not available with the Dish HD only package. I asked why and was told that the provider does not allow it to be added to the package. I was also told that the rep had some good news, and that I could probably add the “Multi-Sport Package” to my account for $5.99 per month. I was told that it contained 20-30 regional sports networks and contained CSN Chicago. I said OK to add it, but the rep then informed me that since I didn’t have one of the “America’s Top” packages it could not be added.
At this point I was beyond frustrated. I asked why it was not available for the Dish HD package and who I could contact to try to remedy this situation… Basically what I was told was that the provider (Comcast) did not allow it. I’m not sure how much I believe that since the Multi-Sport Package contains Comcast, Fox, and other providers, but whatever. I also was told that my complaint was sent to Dish Network HQ for me, I’m not sure how much I believe that because it seemed a little too quick to be entirely believable.
Anyone that is interested in getting only Dish HD channels and is a sports fan may be interested to learn this. I encourage you to contact Dish Network and Comcast/Comcast Sports Net in an attempt to remedy this situation. I have contacted both and am still awaiting a response from Comcast.
The main point of this post is to be a warning to others in a similar situation as me, if you are considering it, double and triple check if your specific regional channels are available in this package.
The executive summary:
• As of today, the Dish HD only package does not contain Comcast Sports Net Chicago (one of the major carriers of the Chicago Cubs, White Sox, and Black Hawks).
• As of today, Dish does not allow Dish HD only subscribers the option to add the “Multi-Sport Package” to their subscription. (The Multi-Sport Package contains around 30 regional sports channels from across the nation)
• Contact Dish Network and Comcast to request this be resolved.
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