Billing
Charged a fee for Late payment, Programming changes, Banking, or receiver upgrade/ Dish'n it up (DIU) costs
What is One Time Fees
Issues finding sports: Baseball (MLB), Basketball (NBA, NCAA), Football (NFL, NCAA, Thursday on Prime), Hockey (NHL), Soccer (MLS, EPL, etc.) and more./ Can't find game Includes help with Blackouts, RSN restrictions, Takedowns.
What is Where's My Game / Cannot Find Game
Inquiring about a senior, military/first responder, teacher discount or verification through ID.me.
What is flow for Dish55+, Military, or Healthcare
Requests to cancel or disconnect account, Wants to disconnect, General cancel reasons, Incapacitated/deceased, Military deployment, Account Not Disconnected as Requested.
What is flow for Cancel Service Request
Inquiring on tech arrival time, asking where's my tech.
What is flow for Missing Technician
Disputing charge for movie rental or event, claiming did not order, wants credit.
What is Pay-Per-View (PPV)/Video On Demand (VOD)/Movies for Purchase Charge
Upset or asking about missing channels due to takedown or free preview. Unable to find channels or programs
What is Missing Channel
Do Not Provide Offers Tag Code (DNP)
What is flow for Do Not Provide Offers Tag Code
Requests to make changes or updates to attributes such as Name, email, privacy, or phone number. Billing or Service address needs updated because tech wasn't able to find home or pop-up says it's invalid
What is Change Customer Account Information
One time charges for tech visit or custom work, Hopper upgrade installation, or International Reflector. Includes service/trouble calls and first appointment and Priority Scheduling
What is flow for
Technician or Work order Fee Dispute
Stating they were double or over charged for programming or service. Prorate occurring from adding or removing services including pause
What is Prorated Charge
Upset about not being able to see their favorite team, disputing charge of package and wants refund, did not authorize auto-renewal (NBA League Pass, MLB Extra Innings, NHL Center Ice, etc).
What is Seasonal Sports PPV Package Dispute
Missing/waning new customer offer or credits, missing no cost programming
What is flow for
Missing Offer/Wants New Customer Offer
Wanting to put service on hold or sleep for vacation or is using service seasonally, known as a Snowbird.
What is Dish Pause
Refuses to accept the resolution for their issue or is demanding a tech when an RA is needed. Does not want to have a receiver shipped and is demanding a technician instead.
What is flow for Demands a Technician visit or RA
Unable or cannot afford bill, too expensive, on a budget or fixed income. Or wants to lower bill, does not see value in service, wants credits, offers, or discounts.
What is Unhappy with Price
Wants local channels from an area they are not currently in, new address has not been updated, receiving incorrect locals.
What is
Wants Different Locals
Disputes Credit Roll-Off, Price Lock Roll-Off, or Roll-to-Pay (RTP) and wants to receive another discount/credit. Disputing service charges after promotion expired.
What is flow for Offer Roll Off Dispute
Requests to restore service, Questions about hard or soft disconnection, Services interrupted due to non-payment and has questions or wants to turn services back on.
What is Restore Suspended/Disconnected Account
Wants to return, dispute, or exchange item purchased from technician or esales. Includes when the item is not working such as a sound bar, remote, smart home products, Dish Outdoors etc.
What is flow for Purchased Item Issue
Making or taking payment, offering autopay, and handling declined payments. Missing Payment to DISH, when payment hasn't processed or applied to account, mailed in payment, not posted or reflected.
What is Payment Concerns
Change programming, questions about current channels or information regarding packages or shows. Add or remove programming including Gallery, roll to pay/drop (RTP/RTD), core programming, or premiums and channel packs.
What is Programming or Content Offered Inquiry
Inquiring about gift (Missing gift card), credit, or other deals sold when signed up for service. Checking status of Alviere promo and redemption. Lost or Expired Gift
What is flow for Missing Gift/Wants to Add Offer Not Provided at Point of Sale
Wants new or different equipment, guidance on the upgrade process and includes information on credit card qualifications, contract/commitment, upfront costs, and monthly fees.
What is Wants to Change Receiver/Hopper Upgrade
Unhappy with technician not available to schedule sooner, no dates available in calendar.
What is flow for Technician Visit Not Available Soon Enough