DISH NETWORK and the PROGRAM ACCESS FEE! BE WARNED!

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Complaint

0
Jess
Country: United States
We recently had DISH NETWORK installed in our home. We agreed to their 18 MONTH COMMITMENT. I was told when I ordered DISH NETWORK that our phone line would be hooked-up to the satellite receivers. So when the man came out to install DISH NETWORK he was finishing up his work, but had not connected the phone line.

I asked him "are you going to hook up our phone line"? And he said "well I could, but if your not going to be using pay per view, it is not needed". I said ok then,"don't hook up the phone lines", and he left.

Well a few days later we received our first DISH NETWORK bill. On it was a $20 PROGRAM ACCESS FEE. This did not make sense to me. I was not told about this fee, so I contacted DISH NETWORK customer service. The customer service agent told me that the PROGRAM ACCESS FEE, "was for not having my phone line connected to the receivers". I told him that the installer did not hook them up, "that it was not needed".

The agent got ugly with me and replied , "I can't help what the installer told you, but it is needed"! I said, "then please send the installer back out to hook-up our phone line". "If we do there will be a charge for the trip!" the customer service agent said rudely. I couldn't believe what I was hearing! What kind of scam are they pulling here? If I hadn't sign that 18 MONTH COMMITMENT, I would have canceled DISH NETWORK, then and there! Don't need it... do need it... charge you for a return trip, it went on and on! So finally it ended up with myself taking a few hours of my time to run phone lines all over the house to hook-up the DISH NETWORK receivers. Then it took 3 or 4 calls to DISH NETWORK customer service to get the PROGRAM ACCESS FEE off my bill.

I wonder how many DISH NETWORK customer are paying the PROGRAM ACCESS FEE and don't even know what it is. I'm sure there must be some senior citizens and other people who don't check their bill as closely as I did. Its pretty deceiving because it sounds like a fee for programs your are getting.

PROGRAM ACCESS FEE! They should call it the 'phone line fee', but that would send up red flags and alert people now wouldn't it. And they wouldn't be making that extra cash from a fee that people don't understand. I wonder why they are charging me for not hooking up my phone line in the first place? What difference does it make? Or are their receivers doing something with my phone line that I don't know about? They could be sending information about me and I wouldn't even ever know about it. Something must be going on!

So if you or your friends or family have DISH NETWORK, you should check your bills closely and see if there is a PROGRAM ACCESS FEE on it.
And to the people at DISH NETWORK, you should be ashamed of deceiving new customers by sending out your installers to tell people the phone line is not needed and then charging your customer for a return trip to fix your mistake! You should be ashamed of the way your agents at customer service treat new customers.

I guess you figure that after we sign your 18 MONTH COMMITMENT it doesn't matter, you can treat us like dogs. And by the way the DISH NETWORK 18 MONTH COMMITMENT, it is completely one sided in favor of DISH NETWORK! It's all about everything DISH NETWORK can do and everything YOU CAN'T DO! They have paid their lawyers good to make sure you have absolutely no way out! Without paying BIG BUCKS, that is. Oh yeah, if your promised a $100 REBATE from DISH NETWORK and the installer tells you "the rebate form will come with the first bill, to fill it out and send it in with the payment", don't believe him.

This is miss-guided, misinformation also! You must go on-line to a certain website to get the form and send it to an address other than where you send your payment. I wonder what people without computer have to go through to get the rebate form? DISH NETWORK and the PROGRAM ACCESS FEE! BE WARNED!

Comments

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    john
    I have Directv and although I have not had a problem with getting a charge for phone line not being connected. Which is ridiculous that a company would charge a customer a fee for not having a phone line connected, when the system works perfectly without a phoneline. That's why it's called satellite tv. No cables or wires are needed to get the programming. You can also call Directv's number to get pay-per-view programming. The phoneline is just a convenient way to order pay-per-view programming. The only problem I had was trying to access the rebate form online. I went to the site that the receipt, the tech left, instructed me to go to. I tried several times to get form to show up on my screen so I could print. I finally had to call Directv customer service. The csr gave me a different website to visit. Still not able to pull up the form to print. I called
    back. The csr gave me yet another website to go to. When I visited the last website address given, I had to download an updated version of acrobat reader to finally get the rebate form to even appear, so that I could print. Both satellite providers need to go to a mail order rebate. Although there are a good majority of homes with computers, not everyone has access to a computer.
  • 0
    bholat
    When you call dishnetwork they all have an attitude and they like to offend their customer. They don't appologies for their offensive comments. they don't even wat to transfer to a sup untill yopu threaten them with a lawsuit and tell them you have placed a bomb at their call centers even though you did nothing of that sort.  Supervisers are quict in blaming you for using foule language and yealling when you did nothing of that sort. they are quick in telling you they will fine you if yopu call back for any type of complaint. thats garbage service for you.
  • 0
    Liz
    I have even better story about  dishnetwork, I had their service for 3 years, then I moved to the apartment (NY) that already had a cable, so I canceled my service, since they always charge you up front - I had a credit with them for close to $60, well guess what, after 1 year my account showed $0.

    How would you call it ?
    a Stealing maybe?
  • 0
    SB
    I also have problems with DISH Network.  I have been with them for a year now, and if I was not under contract for 18 months would also cancel. I also have the programming access fee, which was not told I would need when I signed up.  I had to go buy a $50.00 device so I could plug the phone in for both boxes.  Now, we have d/c'd our phones and have cell phones only, and are being charged 2 times each bill for the access fee because we have 2 boxes.  But again, the satellite works just fine without the boxes.  I can't wait until March to cancel with them.  Is this even a legal fee they are charging when it's not needed to run the satellite?  
    Any attorney's out there that can help with this?  Maybe we need to have a class action lawsuit to get our money back.
  • 0
    JW - Brookings SD
    I have the same problem a programming access fee showed up on our bill.. Our installer never even said anything about not hooking it up to a phone line... he just didn't do it... it is relatively simple to get a phone line hooked into the room the recievers are in... The installer also gave up way too easy when doing the installation... I have 4 recievers and we only had two tv's working when he left... what a bunch of crap.... I am going to run some phone line and see if I can get that programming access fee off my bill... but yeah very very frustrated at this whole issue
  • 0
    FW
    I never saw a response from the question about a lawyer responding to help understand  the actions, we can take with Disk Network
  • 0
    Tom
    I to have found out about Dish Networks "programming access fee".  What a load of crap.  I called customer support, spoke to 3 different people, and not one of them could give me a good reason why the phone line is necessary, other than being able to use the interactive applications.  What if you don't use them?  I asked a supervisor I spoke to if he would like to pay for something he is not using, and all I got was a long silence and then in a meek voice he told me "No".  I have no way to get a phone line to where my satellite reciever is, so I think that DN should send me wirelss phone jack free of charge to alleviate my aggravation, and train their people and installers to better explain all these requirements before signing up.
  • 0
    MM
    I had the same problem, and when I called customer service they were so rude. When i activated service, they never revealed that phone line should be connected. Every month they charge $5. By the end of the contract it will be $90, which could be almost couple of months of the bill..
    I had to call 4 times then I spoke with the supervisor to get things resolved after they accepted to send me a  receiver which doesn't require phone connection. I think this is done deliberately at a time when lots of people are dumping land lines and moving to VOIP, and they find innovative ways to rip off people...
  • 0
    Mike
    Has anyone been able to successfully get DISH to waive the fee?  I haven't tried yet, but I'd sure as hell like to get rid of this damn fee.  Me and my girlfriend both have cell phones so we have no need for a land line and thus cant hook up the receiver to a phone line...
  • 0
    Rod
    I have had the same problem.  The installer mentioned nothing about connecting the phone.  When I was charged $5.00 on the first month's bill, I call and complained.  They agreed to refund the access fee and send me a free wireless phone jack.  However even with the phone jack, I still get charged periodically.  So several days ago I called again and they agreed to refund the access fee and send out a service technician to determine the problem at no charge.  The technician came out and determined that the wireless phone jack was faulty but when he called dishnetwork they refused to send a replacement without charging $50.  I also discovered that they charge $20 dollars for the service call.  I called again this morning and got all charges reversed and another free phone jack is being sent to me.  The trick is to be persistant, stay calm and insist on speaking to a supervisor.  If they tell you they can't refund your money as they told me this morning, tell them they are obviously the wrong person so give you a supervisor that deal with people that are about to disconnect.  I also have the 18 month agreement but it is prorated so you only owe 13.33 for each month not fulfilled on the contract.  I believe it is time someone bring a class action suit on this deceptive practice.
  • 0
    Jahn
    Dish Network is very very good at being terrible. The promotion code said specifically "FREE activation, PLUS 49.99 bonus" and what was customer service's excuse? - well it may have been written that way, but in fact it is only free activation. WHAT!?

    Onto the programming fee- that is total crap. No way out because it does say that in the contract in fine print in the middle of the page. Of course the tech will not mention it, they don't want an argument....

    Would this work if you connect it to the internet through a router instead of a phone line?
  • 0
    our78caddys
    We live in northern Minnesota, and upon moving here, we decided to get satelite tv, we had a tech come over the same day that we started our plan, and we never had to use a phone line, and our bills have never shown a programming access fee, ever.  You don't need a phone line or a little black box unless you want to get ppv's, which you can still order over your own phone.  They don't allow a one time payment from a savings account, which would really help us out, since I am disabled, and hate having to make out a money order each month to dishnetwork, but, our bills have never had anything on them that appears fraudulant.  And I am a very obsessive about each bill that comes to our house, and if it is off, I am calling immediately to the company in which I saw the discrempicy.  Good luck to those of you who are finding out you are being screwed, keep on them, know your rights!!!!
  • 0
    DJ
    I would guess the reason they require the phone line is to make sure both all equipment is at the same physical location (Caller ID) but this still stinks.  I was planning on canceling my land line and be cell only.
  • 0
    Wayne
    Today we got our bill from Dish with a $5.00 "program access fee".  I called and talked to someone who didn't know much.  However, he did tell me that I had a receiver that could provide different programming to two tv's and therfore I would pay the "program access fee" if I did not have that receiver connected to a phone line.  When questioned about "why" ther was no reasonable answer.

    I called back, talked to a different guy, Reul, who knew what he was doing.  We went to my tv, looked in the righ spot and he informed me that my receiver did not require it to be hooked up to the phone.  He then connected me to the technical department who agreed that I should not be billed the extra $5, agreed to remove the existing charge and make sure that I was not billed again.

    Phew.  But I got it done.  Hopefully.

    Stay with them.

    Wayne
  • 0
    Mitch
    With the new DVRs, you are able to connect your box to the internet (via your local network) and that is supposed to work for all the interactive functions, plus some new ones.  It's also supposed to get rid of the program access fee.  I hooked my receiver to my network a couple months ago, but haven't checked my bill to see if they have continued charging me or not.  I just wanted to let everyone know that the Ethernet connection option exists, since I don't think anyone else mentioned it.
  • 0
    Sam
    I too was conned into an 18 month contract too and the installer told me that a phone line wasn't needed.  I then noticed the $5 fee at the end of the first month.  I called and got it reversed for the first month and then plugged my dvr into my router.  The $5 fees stopped showing up.  The only problem with plugging it into a router is that if ever you have a power outage for an extended period of time, dish may charge you (I got charged 1-2 months ago b/c there was a power outage in NC).
  • 0
    F&$K DISH NETWORK
    I see I found customers with like issues.  We have DISH through a bundle with our local phone provider and noticed the $5 fees recently.  My DVR IS connected to a telephone line and was connected by the DISH service tech.  DISH agreed to credit me for one month, even though they have improperly charged me for the last 12.  By my math, someone owes me $60 but they essentially told me to go pound sand.  I spent over one hour on the phone going through some BS diagnostic test, which confirmed I had connectivity through the phone.  The supervisors was worthless at best and chided me for not picking up on their mistake sooner.  Like I am the bad guy here for noticing their fricking error - hello!  

    I took the DVR, drove to their customer service call center and beat the swing shift supervisor over the head until he gave me $60 of his own money.  I am in jail now, but feel gratification for venting my frustration on the very people who receive wages through unlawful charges.

    OK - I made that last part up, but is a nice fiction, eh?
  • 0
    Bildo
    I have the same garbage about the $5 fee in the mail today. When the tech installed the units I specifically asked if he was gonna install the phone line. He sated "You only need it if you are going to order PPV movies". I knew they liked to keep tabs on their stuff but took his word for it. Of course they give no phone number so I can talk to a biological so I can't call them and lambaste the shinola out of'em. Anyone got any further intel on this subject? I would gladly connect if I could get a free wireless jack from them.
  • 0
    Trish W.
    I had no idea that Dish Network could be so deceiving.  I had initially had Dish through my AT&T account.  Back in Aug 2007, I upgraded my kids Dish units to DVR's and was promised 100.00 rebates on each.  I paid 99.00 upgrade fee on both.  I was told to fill out the rebate form, which was available on the Dish Network website, and mail it in.  I did so, before the expiration dae and should have received a 200.00 credit on my AT&T bill in 8-10 weeks.  Well after 10 weeks I started making phone calls.  Seems no one knew where my rebate was.  Then finally in Jan 2008, I was told by one of the AT&T's CSR that the rebate check had been sent by Dish to AT&T, but because the account number was invalid, it was not credited to my account and then sent back to Dish.  The AT&T CSR said that Dish would send the check back and it would be credited in 1-2 billing cycles.  Well now it's June 2008 and I just got off the phone again. Now they are telling me that they have never offered an instant rebate and that the only thing they could do for me is give me 10.00 credit on each bill for a year. I told her that I had to pay the upgrade fees all up front and I wasn't allowed to make payments, so why should Dish be able to?  I was furious because what they were basically saying is that I'm a liar and too bad, so sad but we can't honor your original agreement.  They are definately liars when it comes to honoring their so-called Rebates and I would definately beware of signing up for any agreements with Dish that involves Rebates!!!
  • 0
    James
    It's your own fault for not knowing about this. It's mentioned in the LONG legal agreement you agreed to when you signed up for Dish Network. This is why I sit here and actually READ the *legally binding contract* I am about to agree to. As I was reading through it, I saw where it stated that if I don't hook up certain receivers to a phone line, I would be charged $5/month. I don't have a phone jack as I'm currently RV dwelling, I use a cell phone for all my calls. This is why you should stop and read all that legal fine print. It's there for everyone to see. It's your own stupid fault if you blindly sign/agree to a contract without reading it. For all you know, it could also say they can take possession of your car if you don't pay them their money for all you know...since you didn't read the contract.
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