How to handle OTA antenna/installer runaround...

[shanewalker]

How to handle Dish & OTA antenna/installer runaround...

So the folks that installed my OTA antenna don't want to touch my satellite system...and the Dish installers don't want to touch my OTA antenna...what to do. Want HD locals, gotta get them OTA, so...

I need somebody to split my antenna feed and run a non-diplexed line down for my main room 942 because the diplexed feed/line that is currently running and split inside to feed the antenna in on the box seems to be suffering from multipath interference. This was determined to be a viable need for tech service by Dish when I last spoke with them last Friday (after all, the 811s in room 2 & 3 are getting all OTA locals fine, so its a weakness of the 942 tuner they 'leased' me), and was acknowledged by the initial technician who came out to check all the wiring/connects for possible issues.

I had a follow-up service call approved through Dish for this afternoon, then we get a call from the installer dispatcher arguing that they can't/won't work on the antenna or do antenna installs.(btw this is follow-up #2, because the initial tech visit "ran out of time" because his company had him hitting 4 homes that day, as did our original installer from the same company). My wife took the call, tried to explain they need do no antenna install, but simply run a new line, but the dispatcher said she had to get in touch with Dish directly and would let us know 'if someone will be coming out.'

How do I handle this? Seems ridiculous that the subcontractor can veto what Dish approves as far as needed service. I know the whole 'liability' cha-cha between the OTA/satellite, but this is due to the satellite systems needs, so seems it should be required work done by their techs. Advice?

 

[shanewalker]

Well, I called E* Customer Service, spoke with a very nice woman who looked at my file, made a call to the Dish Chicago office that farms the workorders out to local subcontractors...the gentleman she spoke with made the point 'in no uncertain terms, if this installer doesn't show up today, they won't get any more work from us'. I told her I wasn't trying to put the screws to anyone, just wanted things fixed and working so I could move on and not bother anyone any more...she said, no problem, don't sweat it.

Nice. The E* CSR put it succinctly, "If the subcontractor has an issue, they can talk to us about it...no you, you're the customer." The technician showed up a half hour ago and is working on it as I type. Here's hoping all is fixed by the end of this visit.

Hats off to E* Customer Service for making sure things happen. Fingers crossed I get home to all my OTA locals on my 942...

 

[mothergoose45]

Let us know how it went. I am looking to get a 942 but the OTA needs to work correctly.

 

[shanewalker]

Well, the technician did a battery of tests, using the ole' scientific method, and came to no clear resolve. I'm still not getting solid lock/pixellation-free channels outside of the big three networks and PBS on the 942. He swapped the 942 out for one of the 811s from the other rooms and it got lock just fine. He tested signal strengths with his meters, he unhooked the satellite and used the line for a straight antenna run, still the same issues. His comments when packing up.."This is a brand new box and these issues, we just don't know at this stage how to fix it...it's got to be the box." I asked whether I should request a replacement 942--he shook his head 'no', suggesting it was the design/components of the unit itself, not necessarily a part defect. He promised to look into it and contact me in a couple of days...here's hoping.

I sent a question about the OTA tuner in the 942 in to the Tech Forum that aired last night. Didn't catch the last half to see if it made it on, but it was a song-and-dance for the 942, don't imagine that they'd want to acknowledge an "issue" with it. I really like the 942 otherwise, just want my OTA.

Anyone else having these issues and found a solution/resolution? I thought running a straight line from my antenna, which gets solid signal here close to the city, would be the answer, but according to the technician that didn't do it. Other ideas?

P.S. Just checked Sean's 'Tech Forum' summary, and lo and behold, they did put my question on the air (not sure how it was edited and their answer seems to not address exactly my issues, but still...have to watch it through to the end tonight).

 

[mudder1310]

When I show up to do a high def install I plan on running or diplexing wire for the OTA but I don't mess with mounting or aligning the antenna. It only makes sense to me.

The off air tuners in the E* gear are just ok, not great. I've had to manually input the channel in the "add dtv" menu to get channels to add to the guide so I don't think they're particularly sensitive or stable. The only thing I could recommend would be to acquire a separate off air tuner, an extra $150 and up. Nice.

 

[shanewalker]

Yeah, I didn't have the E* installers do anything to the antenna itself...only the wiring to get it to the 942. The original antenna install was done top-notch by Abt Electronics and has not ever been accused as being at fault by any of the techs (o.k., except one, who was quickly hushed when I caught him simply trying to get out of dealing with the problem). I realize the boundaries for the E* installers/techs and have dealt with them accordingly.

The bite with all this is my Sony TV has a tuner and it works fine...I plan on splitting and using it in the meantime while this problem (hopefully) gets researched and solved. Problem is, that just precludes my being able to deal with the channels seamlessly, and, more importantly, record them on the 942.

I'm hoping this boils down to a solvable 942 tuner software issue as some suggest it might be over at DBStalk...

http://www.dbstalk.com/showthread.php?t=41135&page=2

 

[videobruce]

I will be willing to bet MOST of the issues with the 'subs' are the programming supplier, E*, D* etc. They don't pay squat and if it is a return call I will be willing to bet they don't get paid anything.

I don't know about you but, I don't work for free even if it WAS my fault! Freelance sucks, the installer always gets the shaft!