T2 TechSupport 2022 PG Current

Tech Support
TECH
v2.0.0
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TABLE OF CONTENTS
BUSINESS: INTRODUCTION TO TECH SUPPORT 5
APPS: FLOWS PART 1 7
APPS: FLOWS PART 2 15
APPS: KNOWLEDGE 25
APPS: CUSTOMER APP FOR TECH 29
TOOLS: SMART CONNECT FOR TECH 35
TOOLS: STB HEALTH 41
PEOPLE SKILLS: TROUBLESHOOTING 47
PEOPLE: INTERPERSONAL SKILLS 57
REMOTE: PROGRAMMING 59
REMOTE: MANAGEMENT 67
REMOTE: ISSUES 71
A/V: CABLES 77
A/V: CHANNELS AND INPUTS 83
A/V: DISPLAY FORMATS 87
A/V: RESOLUTION 97
A/V: IDENTIFYING ISSUES 103
A/V: MODULATOR SETUP 111
A/V: AUDIO SETTINGS AND OUTPUT 115
A/V: MIRRORED TVS 123
BUSINESS: SIGNAL ISSUES 129
SIGNAL: CHECK SWITCH TEST 131
RECEIVER: SINGLE AND MULTIPLE TUNERS 135
RECEIVER: TIMERS 143
RECEIVER: PTAT & AUTOHOP 151
RECEIVER: DVR ISSUES 159
RECEIVER: RECORDING BACKUP OPTIONS 165
AUTHORIZATION: ISSUES 173
AUTHORIZATION: MISSING CHANNELS 179
CONNECTIVITY: VIP 187
CONNECTIVITY: HOME VIDEO NETWORKS 193
RECEIVER: JOEYS 199
RECEIVERS: HOPPERS 213
CONNECTIVITY: PPV EVENTS AND ON DEMAND 221
MOBILE: DISHANYWHERE 227
SIGNAL: OTA 235
SERVICES: RAS 245
SERVICE: TECH VISITS 251
TECH: RSMI 253
TOOLS: MY APPOINTMENTS 261
ACCESSIBILITY OPTIONS: EQUIPMENT FEATURES 267
TOOLS: FEEDBACK TOOL & KPI/KSI SUBMISSIONS 277
SERVICES: TECH HOPPER UPGRADE 289
ENTERPRISE TRAINING: RESOLVE PREVENT PROMOTE 303
Participant Guide
BUSINESS
Introduction to Tech Support
TOPIC H:MM
Introduction 0:02
Computer-Based Training (CBT) 0:35
Closing 0:03
Total 0:40
v2.5.0 5
NOTES
INTRODUCTION 0:02
By the end of this module, you’ll be able to:
+ Describe our expectations of you during this training
+ Outline the role of Tech Support
+ OO Only - Accept the job description in Convers
CBT 0:35
Instructions
+ Click the link below
- T2: Introduction to Tech Support
+ Complete the CBT
+ Check-in with your trainer when you’re done for next steps
CLOSING 0:03
Nice work! You’re all set. Check-in with your instructor for next steps.
6
Participant Guide
APPS
Flows Part 1
TOPIC H:MM
Introduction 0:02
Importance 0:10
Identifying Issues 0:20
Usage 0:15
Application: Around the Room 0:20
Closing 0:03
Total 1:10
v2.5.0 7
NOTES
INTRODUCTION 0:02
+ You will use Flows App to resolve all technical issues that can’t be solved
through customer education
- Organized to make identifying technical issues simple
- Displays steps for completing troubleshooting flows
+ Using Flows App correctly will help you resolve customer’s technical issues
quickly and accurately, increasing customer satisfaction
+ By the end of this module, you’ll be able to choose the correct
troubleshooting flow and perform troubleshooting steps for a given issue
IMPORTANCE 0:10
A customer tells you their TV isn’t working, what do you do first?

With the extra information, how do you fix the issue?

What would help you resolve the issue better?

8
NOTES
IDENTIFYING ISSUES 0:20
HOW CAN I DO IT?
+ We created three Jump Start Questions that you should use at the start of
every tech call
- Knowledge > Tools & References > References: Rolodex, Warranties,
Hours of Operation... > Jump Start Questions
+ These questions are proven to be the most effective way to quickly identify
the customer’s main issue
+ Consistent use will improve the customer experience by:
- Helping you verify if it is or isn’t a technical issue
- Narrowing down possibilities of the current issue
JUMP START QUESTIONS
Instructions
+ Read each question
+ Write down why you think it is important to ask each question
1. What were you trying to do when the issue occurred?

2. What device are you currently using?

3. What do you see on your screen?

Apps: Flows Part 1 9

NOTES
USING THE QUESTIONS
+ Ask the questions in your own words

+ Jump Start Questions are a starting point, but you may need to ask more
questions to accurately identify and resolve the customer’s issue
- If the customer doesn’t give you an answer at all, try phrasing the
question differently
- If the customer gives you some information but not everything you
need, ask a follow up question
+ If a customer gives you information that answers the Jump Start Question,
you don’t need to ask them
PRACTICE
Instructions
Working as a class:
+ Open Flows App
+ Read the conversations below and identify the Jump Start Questions used
by the agent
+ After each question, discuss what the question helped you determine
+ Time to complete observation: 8 mins
JUMP AGENT CUSTOMER

START
QUESTION
“Thank you for choosing “I’m trying to watch a show,
Yes No
DISH. How can I help you?” but my DISH isn’t working.”
“That sounds frustrating, let’s
get it fixed. Are you having
Yes No “It’s the TV.”
trouble watching on your TV
or a mobile device?”
“Which receiver are you “It’s the big box in the living
Yes No
having trouble with?” room, the others are fine.”
“What do you see on the
Yes No “I just have a black screen”
screen right now?”
“If you press Guide on your
Yes No remote, does the Guide “Yeah.”
appear on screen?”
“What happens if you go
“Alright, I changed the
Yes No to channel 105 and press
channel. It’s still black.”
select?”
10
NOTES
JUMP AGENT CUSTOMER
START
QUESTION
“Thank you for choosing “I don’t see anything on my
Yes No
DISH. How can I help you?” screen.”
“Oh no, we can definitely look
“I was just trying to watch
into getting something back
that Showtime series about
Yes No on your screen. What were
that Ray Donovan because I
you trying to do when this
saw it On Demand.”
happened?”
“Alright, and were you trying
to watch that Showtime “It’s on DISH Anywhere on
Yes No
series on your DISH box or my computer.”
something else?”
“Okay, now I know you said
you don’t see anything, but “It’s just a black screen with
Yes No
what exactly does that look no message or anything.”
like?”
USAGE 0:15
ACCESS
Flows App is required on all troubleshooting calls. By accessing Flows App from
the skittle in Customer App, both tools will communicate with each other to:
+ Load account equipment
+ Create and apply notes to customers’ accounts
+ Maintain a history of recently used flows

NOTES
LAYOUT
Flows App’s layout is designed to funnel from broad to specific, which makes
identifying customers’ issues easier.
HOME SCREEN
Customer + Customer name, account number, DMA, and address
Information + Shown here so you don’t have to also access
Customer App for this information
Account Type + Default selection is residential

+ Useful for switching between residential and
commercial accounts
Line of Business + Current line of business selected for your flows

+ Useful for switching between lines of business on a
customer’s account
Equipment + Lists equipment on the customer’s account

+ Filters symptoms and steps to only show those
relevant for the specific equipment
History + Record of previously used flows

+ Will show both customer service and tech flows
Flows Flow Categories
+ Flows are sorted by the most commonly used
categories to the least
+ Expand each category to clarify what kind of issue
your customer is having by asking additional
questions when needed
Search Bar
+ Search bar that allows you to find flows by typing in
key factors
+ Only way to find flows associated with error
messages
12
NOTES
APPLICATION 0:20
AROUND THE ROOM
Instructions
Working as a class:
+ Open Flows App
+ Observe the demo
+ Take turns as the agent and ask your trainer questions to identify the issue
+ If you don’t think you need to ask a question, say which Flows App flow you
should use to troubleshoot the customer’s issue
+ Time to complete questions: 15 mins
CLOSING 0:03
Refer to the information in the Recap section for key points to take away from
this training. Ask questions if anything is unclear.

TOOL DETAILS
+ Before you can resolve the issue, you have to ask questions to identify what is happening
+ Once you have enough information to troubleshoot, you need to help customers perform
Importance
steps that should fix their issue
+ Flows App provides you with the structure necessary to resolve any technical issue
+ Primary troubleshooting tool to resolve tech issues
Usage + Designed to help you correctly diagnose a tech issue
+ Ask as many questions as needed in order to navigate through each section of Flows App
+ Use Jump Start Questions at the start of every tech call
- Ask the questions in your own words
- Just a starting point, so you may need to ask more questions to accurately identify and
resolve the customer’s issue
Identifying Issues - If a customer gives you information that answers the Jump Start Question, you don’t
need to ask them
+ Consistent use of Jump Start Questions will improve the customer experience by:
- Helping you verify if it is or isn’t a technical issue
- Narrowing down possibilities of the current issue
14
Participant Guide
APPS
Flows Part 2
TOPIC H:MM
Introduction 0:02
Step Usage 0:10
Providing Clear Instructions 0:25
Application: Hands-On 0:30
Closing 0:03
Total 1:10
v2.5.0 15
NOTES
INTRODUCTION 0:02
+ Now that you understand how to access and identify the issue, you need to
understand how to resolve technical issues
+ Correctly following the steps in Flows App and clearly explaining the steps
to your customers will help you find the right solution in the least amount of
time
+ By the end of this module, you’ll be able to perform troubleshooting steps
for DISH-related issues
STEP USAGE 0:10
SECTION HOW TO USE

Details + “Click to expand” - Click for more information
+ “Yes/No” - Click buttons to answer prompts
+ Links to info in Knowledge App or other apps may be
available
+ Brackets “[ ]” around a button name indicates to press
a physical button on a device
Feedback + In Forum
- Provide two-way feedback about the flows
- Best place to ask questions about steps or how to use
the flows
Process + Click the button when troubleshooting is complete
Complete Button + Closes the Flows App session
Done Button + Stops current flow process
+ Select a reason if you are unable to complete
troubleshooting
STB Health/ + STB Health shows as a green plus sign within
Smart Connect applicable flows
+ Smart Connect is available through the equipment tab
in Customer App
Possible Known + Shown when known issues exist, check when step
Product/Service specifically prompts
Issue (KPI/ KSI) + We’ll cover the process in detail later on
16
NOTES
PROVIDING CLEAR INSTRUCTIONS 0:25
OVERVIEW
While tech troubleshooting is common for you, it can be new for many of your
customers. Providing clear tech instructions is important when working with a
customer on troubleshooting.
To provide clear instructions on tech troubleshooting calls, you may use one or
more of the following techniques:
+ Explain the purpose
+ Provide details
+ Break down complex steps
+ Use multiple explanations/approaches
EXPLAIN THE PURPOSE
In some cases, customers will benefit from understanding the purpose of a

troubleshooting step.
+ Briefly explain the purpose of the step(s)
- Do not use this technique for every step
- Useful when the customer needs assurance or is unwilling to do a step
- If you don’t know the purpose, simply explain that the step is part of
troubleshooting and will allow for other steps to be completed
Step Does using the receiver Front Panel instead of the remote
resolve the issue?
EXAMPLE
Explanation “Let’s check if you have the same problem when you
of step’s use the front panel. This will help us determine if the
purpose problem is just with the remote or possibly something
else.”

NOTES
PROVIDE DETAILS
Detailed instructions will help ensure your customers complete

troubleshooting steps correctly.
+ Determine what details to provide
- How to perform an action
- Where to locate a specific button
- What a piece of equipment looks like
+ Use your tools to find important details
- Expand details in Flows App
- Refer to Knowledge App or other resources as needed
+ Provide details at the right time
- Tell customers what to look for before they perform the task
- Provide additional details when the customer is confused
+ Break down complex steps when needed to make information easier to
understand
- If a customer doesn’t understand the step, they will give you cues
- “Uh, umm, hmm, err, etc.” are all things a customer might say if they
don’t understand
- Silence or a customer trailing off may also indicate difficulty
understanding what to do
STEP SUB-STEPS
Does using the receiver + Locate front panel
Front Panel instead of the + Open front panel
EXAMPLE
remote resolve the issue?

+ Locate the “Select” button
+ Press the button
+ Check what is on the TV
+ Express information in a customer friendly manner
“Mr. /Mrs. Customer, are you familiar with the buttons on the front of the
EXAMPLE
receiver? Before we actually perform the step, let me walk you through
what we will do. First, I will have you move to the front of the receiver,
and open the front panel so we can find the button we need. Are you
ready to get started?”
18
NOTES
MULTIPLE EXPLANATIONS/APPROACHES
+ Being able to restate instructions in multiple ways will increase clarity

+ Try to mirror terms used by the customer
+ Avoid slang and internal jargon
+ Confirm understanding by asking what happened or what a customer sees
after completing a step
STEP CUSTOMER INSTRUCTIONS

Does resetting the receiver + “I’ll need you to reset your receiver by
resolve the issue? locating the receiver cable that has
the red tag, then removing it from the
power source. What happened after
you plugged it back in?”
EXAMPLE
+ “What we’re going to now is

shutdown the DISH box to see if we
can reset everything. Just find the
DISH power cord, it has a red tag on
it, and we’re going to unplug it from
the wall for about ten seconds. Now
plug it back in, and can you tell me
what you see on your screen?”
APPLICATION 0:30
ROLE PLAY
Working with your class:

+ Open Customer Learning Environment (CLE)
- Phone #424-700-1085
- Access Flows App through the Flows skittle
+ Use Jump Start Questions to identify the flow you should use for each
scenario and write the answers in the identify column
+ Once you identify the flow, take turns practicing explaining the steps to
your trainer and write what worked in the explain column

NOTES
# IDENTIFY EXPLAIN
20
NOTES
CLOSING 0:03

TOOL DETAILS
+ Primary troubleshooting tool to resolve tech issues
+ Designed to help you correctly diagnose a tech issue
+ Ask as many questions as needed in order to navigate through each section of Flows App
Step Usage
+ All flows are complete, consistent, and easy to understand, so you can handle your calls
effectively
+ Data you send using Flows App helps us address known issues and other fixes
+ Explain the purpose
- In some cases, customers will benefit from understanding the purpose of a
troubleshooting step
- Briefly explain the purpose of the step(s)
+ Provide details
- Determine what details to provide
Providing Clear
- Use your tools to find important details
Instructions
- Provide details at the right time
+ Multiple Explanations
- Try to mirror terms used by the customer
- Avoid slang and internal jargon
- Confirm understanding by asking what happened or what a customer sees after
completing a step
22
Participant Guide
APPS
Knowledge
TOPIC H:MM
Introduction 0:02
Knowledge App 0:30
Application: Web Hunt 0:25
Closing 0:03
Total 1:00
v2.5.0 25
NOTES
INTRODUCTION 0:02
+ Customers will call in for assistance resolving a wide variety of issues

+ Knowledge App contains information on how to assist customers with most
inquiries, including technical issues
+ By the end of this training, you’ll be able to navigate Knowledge App to find
information on how to educate customers and resolve technical issues
KNOWLEDGE APP 0:30
TECH RESOURCES
Your trainer will project Knowledge App and walk through tech resources.
Follow along at your desk as the class progresses through the activity.
Access: Knowledge App > Solutions > ViP/SD Receivers
SECTION PAGES
Receivers + Overviews
(XiP/ZiP Receivers + Features
and ViP/SD Receivers) + Settings
+ Set up/Disconnect
+ Timers
+ Recordings
+ Technical Processes
Remotes + Overviews
+ How-Tos
+ References
Signal Flow + References
+ Devices and Diagrams
Additional Services & + OTA - Over-the-Air
Products + Services & Products: DISH Protect, SHS, EHD...
+ Sling Media
+ Third Party: Alexa, Google, Sling...
DISH Anywhere + Set Up
+ Features
+ Settings
+ HopperGO
26
NOTES
APPLICATION 0:25
WEB HUNT
Working with a partner, use Knowledge App to answer the following questions.
Do not use the Search feature. This will get you used to the organization of tech
content.
# KNOWLEDGE APP ARTICLE

1 Where can you find steps
for creating Hopper
timers?
for using the Game Finder
app on a Hopper?
3 Where can you find

information on common
technical processes on ViP
receivers?
for backing up receiver
settings to the remote on
a Hopper?”
5 Where can you find an
image of a DPP 44 switch?
6 Where can you find details

about resets on Hopper
equipment.
7 Where can you find

information on preventing
IR remote interference on
TV1?
Apps: Knowledge 27
TOPIC DETAILS
Knowledge App Look up equipment features, diagrams, processes, simulators, etc. that will assist with
troubleshooting issues.
+ Receivers
+ Remotes
+ Signal Flow
+ Additional Services & Products
+ DISH Anywhere
28
Participant Guide
APPS
Customer App for Tech
TOPIC H:MM
Introduction 0:02
Research 0:10
Application: Q&A 0:20
Closing 0:03
Total 0:35
v2.5.0 29
NOTES
INTRODUCTION 0:02
+ Customer App can be a very effective tool in identifying and resolving tech-
related issues
+ Utilizing available information in Customer App can increase your efficiency;
creating a positive customer experience
+ By the end of this module, you will be able to locate information in Customer
App to aid in the resolution of technical issues, and prevent future call backs
RESEARCH 0:10
TECH HISTORY
Researching the Technical Activity section (Customer App > Activity >
Technical) will help you determine the correct resolution for customers, as it
will indicate whether or not customers are experiencing a recurring technical
problem, which Flows App will occasionally ask you to check.
TOPIC DETAILS
Flows App + Displays information about tech issues and
Sessions troubleshooting that has been completed
+ Shows OPID and date information
+ Can be cross-referenced with memos, to see which steps
or flows a customer completed previously
STB Health + Displays a record of reports on any errors that relate to
the overall health of the receiver
+ Helps diagnose the customer’s issue
Outbound + Displays outbound and inbound shipping records

Shipments/ + In the case of suspected Add Swap/Install calls, these
Inbound sections can be used to confirm equipment changes
Shipments
Research RA + Displays account history for all RA (Return Authorization)
instances.
+ “Details” provides additional info including: shipping
status, shipping addresses, cost, replacement reason and
more.
Appointments + Displays a quick summary of all tech appointments that
have been completed, what they were for, and how they
were resolved if applicable
+ Shows date information to cross-reference with memos
30
NOTES
MEMOS
Use the Memos skittle in Customer App to further research issues found in the
Activity section as well as view additional technical issues the customer may
have experienced.
+ Quickly locate memos that correspond to the Activity section using OPIDs
and dates for additional information
+ Flows App memos provide steps that were completed during the Flows App
sessions noted in the Activity tab
APPLICATION 0:20
Q&A
Instructions
Working as a class:
+ Use Customer App CLE and the provided account to answer the questions
below
+ Be prepared to share your answers
+ Time to complete Q&A: 15 mins
Account 1
Account: Carl Martinez - (312) 981-1076
1. What is the most recent tech issue troubleshot using Flows App?
2. What’s the receiver number of the receiver shipped out on 05/08/18?
3. How many shipments have we received from the customer in the last 24
months?
apps: Customer App for Tech 31

NOTES
Account 2
Account: Albert & Jennifer Jones - (303) 381-4527
1. What did OpID FAD complete on 12/18?
Debrief 2. When is the Received Date for the last Inbound shipment?
How might you use the information
found in Customer App during tech
calls? 3. What tech issues has this customer called about?
CLOSING 0:03
At the end of each module you will have the opportunity to ask questions if
anything you’ve learned is unclear.
32
TOOL DETAILS
+ Technical Activity is used to research tech issues that have occurred within the last 24
months
+ Memos generally contain more detailed information about tech issues the customer may
Research have experienced
- Complement the information in the History tab by providing more details
- Use dates and OPIDs to quickly locate important information
33
Participant Guide
TOOLS
Smart Connect for Tech
TOPIC H:MM
Introduction 0:02
Smart Connect 0:25
Application: Hands On 0:30
Closing 0:03
Total 1:00
v2.5.0 35
NOTES
INTRODUCTION 0:02
+ At times, customers may find it difficult to follow along with your

instructions while troubleshooting or changing receiver settings
+ The Smart Connect tool allows you to troubleshoot on the customer’s
behalf by enabling/disabling settings or features and running diagnostic
tests to help identify other issues
+ By utilizing this tool, we’re helping to eliminate the factors that make
troubleshooting a potentially negative customer experience
+ Smart Connect is also valuable to agents for its ability to educate customers
on everyday use of their receiver, making it possible to demonstrate receiver
features the customer may not be aware of
+ By the end of this training, you’ll be able to access Smart Connect to
troubleshoot and/or educate using a customer’s own television and receiver
SMART CONNECT 0:25
REQUIREMENTS
The Smart Connect tool can only be used on the following receivers when
connected to the Internet:
+ Hopper
+ Hopper w/Sling
+ Hopper 3
+ Hopper Duo
+ Wally
You may use Smart Connect for troubleshooting/educating the customer any
time the customer agrees to allow you remote access to their receiver. Flows
App will prompt you to launch it when most helpful, but you can access any
time you feel it would help.
36
NOTES
ACCESSING SMART CONNECT
Smart Connect can be accessed the following ways:

+ Customer App
- Access under a compatible receiver in the Equipment page
Upon selecting “Start Session” in Smart Connect, the customer will see a pop-up
alerting them that a Customer Service Rep is remotely accessing their receiver.
+ Smart Connect will close after 60 minutes
- This is a full session stop. If the tool is still needed you will have to restart
Smart Connect
+ Smart Connect will time out after 10 minutes of inactivity
- This can be avoided by sending commands within the tool
- If this timeout occurs, a new session can be initiated from within the tool
APPLICATION 0:30
HANDS ON
Instructions
Working as a class:
+ Take turns walking your trainer through using Smart Connect to perform the
listed receiver functions
+ Follow along onscreen as each scenario is completed
+ Time to complete tasks: 20 mins
# TASKS DONE
1 Get CAID/Smart Card # from Diagnostics screen
q
2 Check DVR timers
q
3 Change PTAT settings
q
4 Check connection speed
q
5 Check wireless signal strength via Health Upload
q
Tools: Smart Connect for Tech 37

NOTES
CLOSING 0:03
Smart connect will simplify troubleshooting and customer education for both
the customer and the agent, ensuring the best possible customer experience.
38
TOPIC KEY POINTS
Smart Connect + Using Smart Connect, you can remotely access a customer’s receiver to change receiver
settings and assist in completing troubleshooting steps
+ Use Smart Connect frequently to:
- Show customers the value in their equipment
- Simplify frequently used functions by demonstrating them right on their TV
+ You are empowered to assist customers with using Smart Connect for troubleshooting
and/or customer education whenever the customer agrees
Requirements + Hopper, Hopper w/ Sling, Hopper 3, Hopper Duo, and Wally all support Smart Connect
+ Receiver must be connected to the internet
Accessing Smart + You can access Smart Connect via Flows App or Knowledge App
Connect + The customer will be alerted to an agent connecting to their receiver via Smart Connect
39
Participant Guide
TOOLS
STB Health
TOPIC H:MM
Introduction 0:02
STB Health 0:10
Application: Demonstration 0:20
Closing 0:03
Total 0:35
v2.5.0 41
NOTES
INTRODUCTION 0:02
+ While some troubleshooting steps are necessary, customers may find them
tedious or challenging
+ Set Top Box (STB) Health provides diagnostic information, and can perform
several functions remotely so customers don’t have to
+ You can use the STB functionality on some ViP equipment to help improve the
customer experience by reducing the need to direct customers to perform
these functions
+ By the end of this training, you will understand how to use STB Health to
perform commands remotely
STB HEALTH 0:10
OVERVIEW
STB Health is a dashboard of information about the installation, equipment,

and signal integrity of each customer’s setup. While this information is available
for ViP and XiP/ZiP, STB Health is primarily used for ViP customers.
+ Using STB Health, you can complete troubleshooting steps remotely and
view information about a customer’s system.
+ Commands rely on IP connectivity, but a customer can also use a phone line
which will provide us with the health info
+ Perform an action or verify a setting as directed in Flows App
+ To view STB Health information: Solutions > Tools and References > Overviews
> STB Health
Follow along as a class as your trainer reviews an example Flows App

+ Use the space provided below to write a description for each section
# SECTION DESCRIPTION
1 Receiver List
2 Installation
Details
3 System
Commands
4 Receiver Settings
42
NOTES
HOW TO ACCESS
STB Health is available in the Flows App. Just click on the Green Plus icon if it
appears in a troubleshooting step
FUNCTIONS
+ STB Health provides receiver, setup, and overall health information

+ The Receiver List shows any compatible, Internet-connected equipment on
the account
+ Installation Details provides receiver, setup, and overall health information
+ System Commands allow you to send commands directly to some receivers
if they are connected to the Internet
- It takes 5 seconds or less for receivers to react to commands
- Commands will cause receivers to temporarily go offline
- Commands should not be sent while receivers are in standby
SYSTEM COMMANDS
+ ViP STB Health has several system commands you can use while
troubleshooting
- Reboot Receiver to perform a soft reset
- Call in PPV Data to reset the PPV cache
- Download Guide Data to manually update guide data
- Reset Receiver Password to remove the current parental controls
- Perform Check Switch to remotely begin a check switch test
- Scan OTA channels to remotely begin an OTA channel scan
+ XiP/ZiP STB Health has a few more system commands including:
- Remote Restore to backup user settings
- Reset Network to reset Internet and MoCA connections
- STB Health Upload to manually force an update to STB Health Data
- Reboot Joey to soft reset the Joey Receiver
+ You can use this information to identify settings, but for additional
troubleshooting, use the Smart Connect Feature
Tools: STB Health 43

NOTES
APPLICATION 0:20
DEMONSTRATION
Instructions
Working on your own:
+ Access the STB simulator
+ Click on each System Command to demonstrate the functionality
+ Observe how the receiver/TV reacts to each System Command
+ Document the customer’s experience for each command below
+ Time to complete demonstration: 15 mins
# SYSTEM COMMANDS
1 Call in PPV Data
What was the customer’s experience?
2 Perform Check Switch
3 Download Guide Data
4 Reboot Receiver
44
NOTES
Debrief
1. What are the benefits of using STB Health with System Commands?
2. Where can STB Health be accessed?
3. When should you use STB Health and System Commands?
CLOSING 0:03
RECAP
Tools: STB Health 45

TOPIC KEY POINTS
STB Health + Using Set Top Box, STB Health, you can complete troubleshooting steps remotely and view
information about a customer’s system
+ Receivers must be STB Health compatible and connected to the Internet or a phone line
for it to work
+ Click the STB Health link in the Flows App to access the tool
+ Perform an action or verify a setting as directed in Flows App
How to Access + Select Flows App flow steps
+ Customer App, when available
Functions + Installation Details provides receiver, setup, and overall health information
+ Receiver Settings provides receiver and tuner settings information
+ System Commands allows you to send commands directly to some receivers if they are
connected to the Internet
+ To view STB Health information: Solutions > Tools and References > Overviews > STB
Health
System Commands + ViP equipment features several system commands to assist in troubleshooting
+ XiP/ZiP features include more information and system commands
+ STB Health & System Commands are great functions to use
46
Participant Guide
PEOPLE SKILLS
Troubleshooting
TOPIC H:MM
Introduction 0:02
Why Does It Matter 0:05
Partnering With Customers 0:05
De-Escalation for Tech 0:15
Refusal to Troubleshoot 0:10
Application: Scenarios 0:25
Closing 0:03
Total 1:05
v2.5.0 47
NOTES
INTRODUCTION 0:02
+ Even though customers have a technical issue, they may not want to
troubleshoot over the phone
+ Using Flows App and techniques designed to partner with the customer
will help you provide the assistance that will help customers resolve issues
immediately with you
+ By the end of this module, you’ll be able to use Flows App and partnering
techniques to find the best resolution for customers
WHY DOES IT MATTER? 0:05
Think about a time you had a problem you couldn’t fix by yourself and reached
out to some sort of support to fix it.
+ Had you already tried to fix the problem? If yes, how did it make you feel if
they had you try the same steps?

+ What did or didn’t they do to show you they wanted to fix the problem?

+ What could have improved that experience?

48
NOTES
PARTNERING WITH CUSTOMERS 0:05
To establish a partnership with your customers, provide a brief explanation of

the troubleshooting process and what they’ll need to do.
+ Provide an overview of the troubleshooting process
+ Set the right expectation
+ Use collaborative language
“We will walk through a series of steps that will help us identify the
problem and the correct solution.”
EXAMPLE
“Mr./Mrs. Customer, our troubleshooting may involve moving from

room to room or getting behind the equipment to check cables.”
“I’m here to work together with you to resolve this issue. Let’s get
started.”
DE-ESCALATION FOR TECH 0:15
DE-ESCALATION TECHNIQUES REVIEW
Customers who are experiencing repeat tech issues will likely be frustrated. As
with any escalated customer, you should apply de-escalation techniques to
these calls. Here is a brief review of those techniques:
+ Let customers vent

- Customers who are upset often want to express their frustration
- Allow customers to vent without interrupting
- Listen to gather information and determine the best way to provide a
resolution
+ Acknowledge feelings
- Customers may become frustrated when their feelings are not appreciated
- Use a brief but sincere empathetic statement
- Adjust your tone to match the situation and the customer
- Do not use negative tones (like sarcastic, irritated, annoyed)
+ Focus on resolution
- The customer is escalated because they have not had their issue resolved
- Reassure the customer that you will help and focus on resolving the issue
- Take ownership of the issue
- Do not place blame (on other agents, technicians, business rules,
computer problems, etc.)
People SKills: Troubleshooting 49

NOTES
CALL CONTROL
Customers want to know that their issue is a top priority and is being
addressed, not handed off. You’ll earn customers’ trust and achieve call control
by assuring the customer that you have the expertise to resolve the issue and
by taking ownership of it.
Projecting confidence in your expertise

+ Enhances your credibility
+ Increases customers’ willingness to accept your resolution
How can you project confidence in your expertise?

+
+
+

Take ownership of the issue
+ Keep customers focused on resolving the issue or preventing future issues
+ When customers move calls in an unproductive direction, take advantage of
customer pauses and redirect the call by:
- Asking questions
- Making a statement that focuses on the resolution of an issue
- Using the customer’s name/title
How can you take ownership of an issue?

+
+
+
Your training and experience makes you the best person to take the call. Be
assertive, confident, and polite when handling the issue. When a customer
becomes escalated, use Flows App.
50
NOTES
POSITIONING RA/TECH VISIT RESOLUTIONS
When an RA/Tech Visit is necessary, you may need to explain the benefits of
those resolutions to the customer, particularly when they have experienced
repeat tech issues.
When an RA/ Trouble Call (TC) is Necessary:

+ You and the customer have completed all possible over-the-phone
troubleshooting steps
+ An RA/TC is the best permanent resolution to their issue
Benefits of an RA to the customer
+
+
+
Benefits of a Tech Visit to the customer
+
+
REFUSAL TO TROUBLESHOOT 0:10
FLOWS
Some customers experiencing tech issues may refuse to troubleshoot and

demand an RA or Tech Visit.
+ Flows App provides a flow to assist you with customers who refuse to
troubleshoot:
- Refuses to Troubleshoot and Demands Technician Visit/RA
+ Benefits of troubleshooting:
- Save customers time and money
- Can diagnose and resolve most technical issues quickly
- Steps are easy to perform and assistance is provided until
troubleshooting is completed

NOTES
REFUSAL TO PERFORM A SPECIFIC STEP
Sometimes customers will agree to troubleshooting but will resist completing

specific steps. In these situations, use the following techniques to overcome
customer resistance.
Reasons a customer will resist performing specific troubleshooting steps:

+ They won’t perform a step due to a physical or other limitation
+ They are skeptical the step will resolve the issue
+ They state it was previously completed
+ The step may seem difficult to complete
Example
Step: Check if Remote Batteries are Fresh
Customer response: “I put in new batteries a couple months ago. They should
be fine.”
Use the following techniques to overcome customer resistance to

troubleshooting:
TECHNIQUE EXAMPLE
Provide a reasonable Step: Are the Remote Batteries New?
explanation for
completing the step
+ If the batteries are less than 6 months old, let’s
go ahead and reset the remote by removing the
batteries and reinserting them
+ If the batteries are the same batteries that came
with the remote, let’s replace them with a fresh pair
Discuss the step Step: Does Resetting the Receiver Resolve the Issue?
as being linked to
other steps in the
troubleshooting
process

52
NOTES
Explain any non- Step: Does Resetting the Receiver Resolve the Issue?
obvious problems
the step could help
identify

APPLICATION 0:25
DEMONSTRATION
Instructions
Working with your group:
+ Complete assigned scenario using Flows App and other tools as needed
using all the skills you’ve learned for explaining steps
+ Observe the other groups’ demonstrations
+ Be prepared to provide feedback on strengths and opportunities
+ Time to complete activity: 10 mins
+ Time to complete all demonstrations: 15 mins
DEMO
STEP TECHNIQUE(S)
Does Cycling the Inputs on TV1 Resolve Provide details & Break down
the Issue? complex steps
+ “Using your DISH remote, press the clear TV button at the top
once, and then press the TV/Video button right below it once.
EXPLANATION
Tell me what you see on your screen. Usually the input will
appear in one of the top corners as AV 1, Input 1, or HDMI 1 or
STEP
something like that. Are you able to see anything like that?”
+ (Once customer identifies input, begin to cycle.) “To change the
input, we need to press the TV/Video button once every two
seconds until we see DISH TV again, or we get back to the input
we started at.“

SCENARIO 1
ACCOUNT Name Carl Martinez
INFO
Phone 312-981-1076
FLOWS Receiver 722
APP INFO
Pop-Up N/A
STEP TECHNIQUE(S)
Does the dish have a clear signal path? Explain the purpose
EXPLANATION
STEP
Does Resetting the Receiver Resolve the Issue? Provide details

EXPLANATION
STEP
Is the Wiring Between the Receiver and the Wall Correct and Explain the purpose & provide details
Secure?
EXPLANATION
STEP
Schedule Technician Visit Position the value of a Tech Visit

EXPLANATION
STEP
54
SCENARIO 2
ACCOUNT Name Albert & Jennifer Jones
INFO
Phone 303-381-4527
FLOWS Receiver 622
APP INFO
Symptom Video - Black Screen a Guide/Menu Doesn’t Appear - TV1 - Coax
STEP TECHNIQUE(S)
Customer refuses to troubleshoot and demands a tech visit Overcome customer refusal to Troubleshoot
EXPLANATION
STEP
Check if the receiver has power Explain the purpose & provide details
EXPLANATION
STEP
Check if TV1 is Tuned to a Channel Number (to Determine if Explain the purpose & provide details
TV1 is on Correct Input)
EXPLANATION
STEP
Does Resetting the Receiver Resolve the Issue? Explain the purpose & provide details
EXPLANATION
STEP

NOTES
CLOSING 0:03
56
Participant Guide
PEOPLE
Interpersonal Skills
TOPIC H:MM
Introduction 0:02
Closing 0:03
Total 1:05
v2.5.0 57
NOTES
INTRODUCTION 0:02
+ Apply communication skills to effectively overcome objections to resolve
issues and ensure your customers feel listened to, cared for, and connected
with
+ Use Jump Start Questions to dig deeper into your customers’ technical
issues to gather all the necessary information to resolve their issues
+ Understand customers’ jargon, while avoiding it yourself, to communicate
more effectively
CBT 0:35
Instructions
- T2: Interpersonal Skills
+ Complete the CBT
CLOSING 0:03
58
Participant Guide
REMOTE
Programming
TOPIC H:MM
Introduction 0:02
Programming to Receiver 0:15
Deprogramming from Receiver 0:10
Programming to TV/Other 0:15
Remote Frequencies 0:15
Application 0:20
Closing 0:03
Total 1:20
v2.5.0 59
NOTES
INTRODUCTION 0:02
+ Remotes communicate with our equipment in different ways, Infrared (IR)

and Ultra High Frequencys (UHF)
+ At the time of initial install, remotes are programmed via the Install Wizard
as part of the setup
+ However, customers can obtain new equipment that requires remote
programming
+ By the end of this module, you will learn about remote frequencies, and be
able to program remotes to DISH receivers and other equipment
PROGRAMMING TO RECEIVER 0:15
DISH remotes must be programmed to each device the customer would like to
control. In this section, you will use Knowledge App to walk you through the
process to program various remotes to different types of devices.
Write the instructions for the different equipment types below as your trainer
demonstrates.
Non-Hopper
+ Solutions > Remotes > How-Tos: Program Remote to TVs, Switch Inputs..+ >
How to Program Remotes to Receivers
+ Steps with button pushes
Hopper
+ Solutions > Remotes > How-Tos: Program Remote to TVs, Switch Inputs..+ >
How to Program Remotes to Receivers
+ Steps with button pushes
60
NOTES
DEPROGRAMMING FROM RECEIVER 0:10
As part of your troubleshooting for Hopper receivers, you may need to

deprogram a remote from the receiver. This can occur during the Add/Swap
process when a customer is still linked to their old receiver. You may also see
it when a customer wants to use a remote from a second room because of the
original remote not working and they are waiting for a new one.
+ There are two ways to deprogram a Hopper receiver from its remote
- Through the receiver (preferred)
- From the remote (if the receiver is unavailable)
+ The process is noted in Knowledge App with the instructions for
programming the remote to the receiver
- Solutions > Remotes > How-Tos: Program Remote to TVs, Switch
Inputs..+ > How to Program Remotes to Receivers
What did you notice about manually deprogramming a 40.0 remote and a 52.0
remote?

Important When completing the tasks, button presses must be
completed in sequence quickly. The remote will cancel the
operation if you wait more than 20 seconds between steps.
PROGRAMMING TO TV/OTHER 0:15
DISH remotes need to be programmed to other devices (such as TVs or DVD

players) in order to control them.
+ Non-Hopper receivers use a series of button pushes and manufacturer
codes to program to other devices
Inputs..+ > How to Program Remotes to TV by Code/Menu/Scan
+ Hopper receivers use the receivers menu to cycle through codes

automatically
! Smart Connect can be used to program a remote to a TV or Auxiliary Device
Important If programming is not successful using any of the methods,

your customers device may not be supported by DISH remotes.
Remote: Programming 61
NOTES
REMOTE FREQUENCIES 0:15
IR VS UHF
We have three remote frequency types: Infrared (IR), UHF Pro, and UHF - 2G.
This is how the remote communicates with the receiver as well as other
equipment, like customers’ TVs, or auxiliary devices (i.e. surround sound, sound
bar, etc.). Answer the questions below to refresh your remote knowledge.
Instructions
+ Follow along in Knowledge App while observing the demo
- Solutions > Remotes > Remote Overviews
Inputs..+ > Set TV1 to UHF to Prevent IR/UHF Interference
+ Discuss and answer the questions with your class
1. How would you explain how IR remotes work to a customer?
2. How would you explain how UHF remotes work to a customer?
62
NOTES
OBSERVATION
Instructions
+ Follow along in Knowledge App while observing the demo
Inputs..+ > Set TV1 to UHF to Prevent IR/UHF Interference
+ Discuss and answer the questions with your class
1. When might a customer request this type of a setup?
2. Is the TV1 remote address different from the TV2 remote address?
3. What appears to the right of the green TV1 box on the System Info screen?
Remote: Programming 63
NOTES
APPLICATION 0:20
WEB HUNT
Instructions
+ Fill in the blanks on the table below
+ Use Knowledge App to identify the remote(s) or the receiver(s) that have
these specific features
FEATURE REMOTE RECEIVER(S)
On screen setup 40.0
and device pairing 50.0
52.0
54.0
Device pairing ViP Equipment and older

done using a series
of button pushes
and codes
Equipment code XiP/ZiP
library built into the
receiver
CLOSING 0:03
What questions do you have about this module?
64
KEY POINTS
TOPIC DETAILS
Programming to + Solutions > Remotes > How-Tos: Program Remote to TVs, Switch Inputs..+ > How to Program
Receiver (non- Remotes to Receivers
Hopper) + Each step in the programming process must be completed within 20 seconds. After that
time, the remote will reset and you will have to begin the programming process again
Programming to The process for programming the remote to the receiver is the same for the Hopper and Joey.
Receiver (Hopper) + Solutions > Remotes > How-Tos: Program Remote to TVs, Switch Inputs..+ > How to Program
Remotes to Receivers
+ If the customer has an Hopper receiver to a 21.x remote, IR mode must be enabled for the
process to be successful
Deprogramming There are two ways this can be done:
from Receiver + Through the receiver
(Hopper Only)
+ From the remote
+ Solutions > Remotes > How-Tos: Program Remote to TVs, Switch Inputs..+ > How to Program
Remotes to Receivers
Programming to + Solutions > Remotes > How-Tos: Program Remote to TVs, Switch Inputs..+ > How to Program
TV/Other Remotes to TV by Code/Menu/Scan
+ If programming to an Auxiliary device (such as a sound bar or surround sound speakers),
Infrared (IR) mode must be enabled for the process to be successful
Remote Infrared (IR)

Frequencies
+ 3.4, 4.4, 5.4, 6.4, 20.0/20.1, and 21.0/21.1 remotes
UHF Pro
+ 4.4, 6.4, and 21.0-21.1 remotes
UHF - 2G
+ 40.0, 50.0, 52.0, and 54.0 remotes
65
Participant Guide
REMOTE
Management
TOPIC H:MM
Introduction 0:02
Remote Simulator 1:00
Debrief 0:10
Closing 0:03
Total 1:15
v2.5.0 67
NOTES
INTRODUCTION 0:02
+ DISH customers depend on their remote controls to navigate, explore, and

find content they want to watch
+ When customers experience remote issues, it decreases their satisfaction
with our products and causes them to become frustrated
+ In this hands-on simulator, you’ll increase your knowledge about remotes to
help customers manage their equipment
+ By the end of this module, you will be able to successfully identify a remote
issue or feature and educate or troubleshoot to address the customer’s
concerns. This will allow you to promote DISH’s services and products.
REMOTE SIMULATOR 1:00
COMPUTER-BASED TRAINING
Instructions
Working on your own
+ Access the XiP / ZiP simulator
+ Complete each action for each remote model
+ After completing the steps for all remotes, complete the questions below
and move to the next simulator
+ Time to complete: 50 mins
1. How will you explain these types of instruction to customers?
2. What instructions do you think might be difficult to explain or for

customers to do?
68
NOTES
3. How will you deal with confusing steps and customers who still aren’t
understanding?
Instructions
Working on your own
+ Access the ViP Simulator
+ Complete each action for each remote model
+ After completing the steps for all remotes, complete the questions below
and move to the next simulator
1. How do the ViP remote processes differ from the XiP/ZiP?
2. How might your instructions differ for ViP customers opposed to XiP/ZiP
customers?
CLOSING 0:03
remote: Management 69
Participant Guide
REMOTE
Issues
TOPIC H:MM
Introduction 0:02
Common Issues 0:40
Application: Game of Roles 0:50
Closing 0:03
Total 1:35
v2.5.0 71
NOTES
INTRODUCTION 0 :02
+ Customers interact with their remote every time they watch TV, but may not
know how to clearly describe a problem when it’s not working
+ When customers have an issue with their remote, it is your duty to take what
they describe and translate it into a Flow Tools flow
+ By understanding common resolutions and troubleshooting techniques for
remotes, you will be able to correctly resolve more remote issues
COMMON ISSUES 0:40
Most remote issues generally share a few common causes and therefore are
often fixed by addressing one of the following:
RECEIVER/AUXILIARY DEVICE
Remote does not control Receiver

+ Potential causes:
- Remote is not paired or addressed
- Batteries are dead
+ How to fix:
- Pair or address the remote
- Replace the batteries
Remote does not control Auxiliary Device

+ Potential causes:
- Not addressed to the equipment
- Batteries are dead
- Equipment not supported
+ How to fix:
- Address the remote
- Replace the batteries
- Advise customer that equipment is not supported
72
NOTES
INTERFERENCE - IR
Potential causes:
- Direct line of sight issues

- Sunlight or florescent light interference
- TV Interference (e.g. older flat screen TVs warming up after they are first
turned on)
+ How to test
- Move closer to the receiver and point it directly at the IR sensor to see if
functionality returns
- The IR sensor is marked on the front of each receiver on their applicable
home pages
+ How to fix:
- Program remote to UHF
- Remove cause of interference
INTERFERENCE - UHF
+ Potential causes:
- Other electronics
- Distance
- Other environmental factors (e.g. building materials)
+ How to test:
- Move closer to TV1
- Point the remote at the port where the remote antenna was and try to
use a remote function like menu or change channel
+ How to fix:
- UHF Antenna Extender
- Remote Back Feed
- Remove cause of interference
+ Solutions > Remotes > References: Button Categories, Voice Commands..+ >
Remote Interference
Remote: Issues 73
NOTES
REMOTE VOICE COMMANDS FAILURE
+ Potential causes:
- Receiver is not connected to Internet
- Loss of remote function
+ How to test:
- Use Smart Connect to type in the voice command
+ How to fix:
- In Flows App, select the category No Response > Using Remote >
Voice Control > and choose the appropriate flow based on how the
customer’s receiver is connected to the internet
- If the customer’s receiver is connected to the Internet, but the button
will not function, follow the No Response - Voice Control flow and
choose the voice command flow
FIRMWARE MESSAGE
+ Potential causes:
- Programming new remote to receiver or TV
- Only applies to XiP and ZiP receivers
+ How to fix:
- Allow the firmware to update
74
NOTES
APPLICATION 0:50
ROLE PLAY
In order to better understand the importance of communicating effectively

with customers, it can help to experience things as a customer would.
Instructions
Working with the class:
+ Role play remote issue scenarios with your instructor
- Customer: Your instructor will describe the issues and follow the steps
provided by the agents
- Agent: each person will take turns assisting the customer
+ Request a hint, if needed
+ If a group is unable to advance in the scenario:
- Stop role-playing
- As a class, discuss how to identify/resolve the scenario
+ Time to complete : 40 mins
ROLES DESCRIPTION
Agent + Use Flows App (when applicable)
+ Refer to Solutions > Remote > Remote Overview for
remote details
+ Identify and resolve your customer’s issue
- Ask questions to correctly identify the issue
- Provide clear instructions to guide your customer
Customer + Use the information card provided to begin the scenario

+ Answer any questions the agent asks
+ Follow any directions the agent provides
CLOSING 0:03
Remote: Issues 75
TOPIC DETAILS
Common Issues + Remote does not control Receiver
+ Remote does not control Auxiliary Device
+ Remote Interference - IR
+ Remote Interference - UHF
+ Remote Wizard Failure
+ Remote Voice Commands Failure
+ Firmware Message
+ Customizable Button Failure
76
Participant Guide
A/V
Cables
TOPIC H:MM
Introduction 0:02
Cables 0:20
Application: Activity 0:15
Closing 0:03
Total 0:40
v2.5.0 77
NOTES
INTRODUCTION 0:02
+ Customers may use a variety of cable types to obtain DISH video

+ Understanding the differences among cable types will help you assist
customers and resolve technical issues
+ By the end of this module, you’ll be able to identify cable types and their uses
CABLES 0:20
CABLE TYPES
There are six cable types that are compatible with DISH receivers. As each type
is discussed and passed around, fill in the blanks in the chart below.
+ To view cable types and information: Solutions > Signal Flow > References:
Signal Codes, Cable Types, LNB Combos > Cable Types
CABLE TYPE VIDEO AUDIO CHANNEL/INPUT

Coax
RCA (Composite)
S-Video
Component (YPrPb)
HDMI
Optical
78
NOTES
CONNECTING CABLES
Video cables are connected to the receiver, and then lead to the TV. When
verifying cable connections from the receiver to the TV, it’s important to ensure
each cable is plugged into the correct port, on both ends.
The cable connector will match the receiver port in:

+ Shape
+ Color (if available)
- Ex: RCA cables for TV1 will be yellow, white, and red, and should be
inserted into TV1 output ports of matching colors
To assist customers with correctly connecting cables from their receiver to their TV:
+ Verify receiver output matches the expected TV display
- Ex: RCA cables for TV1 will be yellow, white, and red, and should be
inserted into TV1 output ports of matching colors
+ XiP & ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Set Up/
Disconnect: Receiver to Internet, Add/Swap..+ > Setting up XiP/ZiP Receivers
+ ViP: Solutions > ViP/SD Receivers: 922, 722, 211, etc > Set/Up Disconnect:
Receiver to TV, Add/Swap..+ > Setting Up and Disconnecting a ViP Receiver
If customers connect cables incorrectly, or do not connect all of the necessary

cables, a few issues may occur. Use Flows App to assist the customer with
resolving these issues, which include:
+ No Video
+ No Audio
+ Black and White video/Distorted Color
- Color distortions, including black and white video or purple hue to the
screen, should all be troubleshot as “black and white video”
A/V: Cables 79
NOTES
ACTIVITY 0:15
Instructions

+ Your facilitator will select participants to complete the following tasks
+ Use Knowledge App to find out how to do the task (when applicable)
+ Write down the results in your book
+ Use the equipment in the room
+ Time to complete the tasks: 5 mins
1. What cable with red, white, and yellow plug ins can deliver SD Video and
Stereo Audio?
2. For HD programming, which cable would be the best option?
3. Which cable delivers SD video but no audio?
CLOSING 0:03
80
KEY POINTS
TOPIC DETAILS
Cable types + There are six different types of cables that customers can use to get their video and
audio
+ Being detailed in your explanations of what the cables look like and where they should
be plugged in will help customers find the equipment and plugs they need
Connecting cables + XiP/ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Set Up/Disconnect:
Receiver to Internet, Add/Swap..+ > Setting up XiP/ZiP Receivers
+ ViP: Solutions > ViP/SD Receivers: 922, 722, 211, etc > Set/Up Disconnect: Receiver to TV,
Add/Swap..+ > Setting Up and Disconnecting a ViP Receiver
81
Participant Guide
A/V
Channels and Inputs
TOPIC H:MM
Introduction 0:02
TV Channels/Inputs 0:10
Activity 0:15
Closing 0:03
Total 0:25
v2.5.0 83
NOTES
INTRODUCTION 0:02
+ TV channels/inputs are used to receive video and audio signals from

external devices like our receivers
+ Whether a TV needs to be on a channel or input is determined by the type
of cable being used
+ By the end of this training, you will be able to resolve customer issues by
choosing the channel or input they need
TV CHANNELS/INPUTS 0:10
Channel or Input
+ Devices connected with coax cables always need to be tuned to a channel
number to receive video and audio signals
+ Devices connected with any other cable type need to be tuned to the
correct input/source on the TV (Video, HDMI, etc.)
Changing Inputs
The buttons used to change inputs and the input names vary based on the TV
model.
+ Most TVs have input names labeled on their back panel to match the input
names that appear on the TV screen
+ Common input button names are:
- Input
- Source
- Video
- HDMI
- A/V
+ The methods for changing inputs are:
- DISH remote
- TV remote
- Buttons on the TV
Access Knowledge App and follow along as you learn about changing input
modes.
Solutions > Remotes > How-Tos: Program Remote to TVs, Switch Inputs..+ >
Change TV Inputs
84
NOTES
ACTIVITY 0:15

+ Using the AV Cables video, your trainer will highlight the different cables
a customer may use and how their connections can affect their audio and
video output
+ Take notes throughout the video
+ Use the information in the video to answer the following questions
1. If the receiver and television are connected by a coax cable, what

modulated channel is typical for TV1 and TV2?
2. If a customer has their receiver connected to their TV at HDMI 1 using an

HDMI cable, which input will the customer’s TV need to be set to to receive
signal?
3. Which buttons can customers push on their DISH remote and/or TV remote
to change inputs?
CLOSING 0:03
A/V: Channels and Inputs 85

TOPIC DETAILS
Inputs + Changing inputs is a common troubleshooting step
+ There are three different ways to change inputs
- DISH remote
- TV remote
- TV panel buttons
+ The labeling on the customer’s TV and TV remote can vary. Examples include:
- Input
- Source
- A/V
- HDMI
- Video
86
Participant Guide
A/V
Display Formats
TOPIC H:MM
Introduction 0:02
Aspect Ratios 0:05
Video Display Settings 0:05
Troubleshooting Video Display Setting Issues 0:05
Screen Adjustments 0:15
Activity 0:15
Closing 0:03
Total 0:50
v2.5.0 87
NOTES
INTRODUCTION 0:02
+ DISH receivers have video display format settings, which change the shape
and size of the video
+ It is important to understand what these settings are, in order to enhance
customers’ viewing experience
+ At the end of this module, you will be able to change the display settings,
including format and aspect ratio, on DISH HD receivers
ASPECT RATIOS 0:05
Aspect ratios refer to the shape or format of an image.

+ Always width by height
+ Expressed by two numbers separated by a colon
- 16:9 – High Definition
- 4:3 – Standard Definition
+ DISH video content is 16:9 or 4:3, and is determined by the format of the
program itself
Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey etc.) > Settings: Display,
Accessibility, Parental Controls..+ > Aspect Ratios and TV Resolution
88
NOTES
VIDEO DISPLAY SETTINGS 0:05
Customers can change their video display settings to match their preferences,
but specific settings may lead to the DISH video not filling the entire screen or
certain parts getting cut off.
Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey etc.) > Settings: Display,
Accessibility, Parental Controls..+ > Aspect Ratios and TV Resolution
TYPE WHEN IT HAPPENS WHAT IT LOOKS LIKE

Letterbox The program is 16:9, but the Black bars above and below
receiver or TV format is set to the DISH video
4:3
Pillar box The program is lower (4:3) Black bars on the left and right
than the aspect ratio of the TV side of the DISH video
or receiver (16:9)
Window The program was made to fit Black bars surround all sides of
box widescreen, and an HD TV is the DISH video
being used to watch an SD
channel
A/V: Display Formats 89

NOTES
SETTING DISH VIDEO 4:3 DISH VIDEO 16:9
Normal
Stretch
Partial
Zoom
Zoom
Gray Bar
90
NOTES
VIDEO DISPLAY SETTING ISSUES 0:20
Customers may complain that they are having issues with their DISH video and
contact us for assistance. The customer may experience a few issues related to
video display settings. To identify problems with display settings:
+ Listen for indicators that the video is the wrong size
- Looks stretched out/ people look fat
- Heads/scores/tickers are cut off
- There are black bars surrounding the DISH video
+ Use the Format button (*) to toggle through video display options to correct
these issues for a particular program
- Only available on HD receivers
- XiP will display the various options in a menu at the bottom of the
screen: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Settings:
Display, Accessibility, Parental Controls..+ > Display Settings
- For the process of adjusting the display format, refer to:
Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Settings: Display,
Accessibility, Parental Controls..+ > Display Settings
- ViP will display the various options, one at a time, in a pop-up box
under the program banner: Solutions > ViP/SD Receivers: 922, 722, 211
etc. > Settings: Display, Audio, Parental Controls..+ > Adjusting Display
Settings
- It is important to note that formatting changes made on HD channels
will apply to all HD channels and changes to SD channel formatting
applies to all SD channels
+ Use Flows App: Video - Size
+ Many TVs also have the ability to change similar settings
- If guides and menus appear to be cut off, the issue is being caused by
the TV itself, not the DISH display format
- Troubleshooting through the receiver is recommended since you are
not trained on all models of TVs

NOTES
RECEIVER ADJUSTMENTS
We can also change the settings in the receiver preferences.

XiP/ZiP:
+ Adjust Screen can move the video left, right, up down and zoom in or out
small amounts
ViP
+ Aspect Ratio can change the default aspect ratio
+ Picture Resolution can change the DISH video resolution on the receiver
WEB HUNT
Instructions
+ Find answers for the items below using Knowledge App
+ Time to complete web hunt: 10 mins
1. Meadow calls in saying that the people on her favorite programs look fat
and short, when she watches on her HD TV. What Video Display Setting is
her receiver currently on?
2. Christopher calls in saying that his picture is very small, and it is surrounded
by black bars. Which type of issue is he seeing?
3. Tony says that he has black bars on the sides of his screen, and this really
bothers him. What button on the remote should he push to change the
video display setting?
4. Junior has a silver TV and the black bars distract him. Is there an option that
might camouflage the bars somewhat for him?
5. Carmela says that the tops of people’s heads are cut off when she’s
watching her favorite programing. What setting is she probably on?
6. Adriana calls in asking why there are sometimes black bars on the top and
bottom of her picture. How would you explain this to her?
92
NOTES
ACTIVITY 0:15
Instructions

+ Watch the Display Formats video
1. Which aspect rations are most common?
2. Which aspect ration will you typically find with older TVs and content?
3. If the customer has the correct aspect ratio but is still noticing a distorted
picture, what should they do to fix it?

NOTES
CLOSING 0:03
94
KEY POINTS
TOPIC DETAILS
Aspect Ratios Refers to the shape of an image.
+ 16:9 - HD content
+ 4:3 - SD content
Video Display All DISH video content is 16:9 or 4:3.
Settings + Customers may notice video does not take up their whole screen or that parts of the screen are cut
off
+ Customers can change their video display settings
+ Video is 16:9
- On an HDTV the video will fill the entire screen
- On an SDTV the left and right portions of the DISH video picture will be not visible on the
screen
+ Video is 4:3
- On an HDTV the DISH video will have black bars on the right and left sides of the screen
- On an SDTV the DISH video will fill the entire screen
Video Display Sometimes customers have problems with their video display settings
Setting Issues + Listen for indicators that the video is the wrong size
+ Use the Format button (*) to toggle through options that allow the picture to be manipulated
to correct these issues for a particular program
+ Flows App a Video - Size
Many TVs also have the ability to change similar settings, but it can be difficult. Doing it through
the receiver is recommended.
Troubleshooting Screen adjustments can be made through receiver settings.
+ XiP/ZiP
- Set Screen Zoom and Alignment
- Set Aspect Ratio
- Set Picture Resolution
+ ViP
- Set Aspect Ratio
- Set Picture Resolution
95
Participant Guide
A/V
Resolution
TOPIC H:MM
Introduction 0:02
Presentation 0:10
Application: Quiz 0:05
Closing 0:03
Total 0:20
v2.5.0 97
NOTES
INTRODUCTION 0:02
+ Customers can view a few different video resolutions on their TVs

+ Resolution determines the quality of the DISH video picture
+ By the end of this module, you will be able to identify, explain, and resolve
resolution issues
RESOLUTION 0:10
WHAT IT IS
Resolution refers to the detail provided by a video signal or display. Resolution

is written as a number and a letter (e.g. 1080p).
+ The number indicates the amount of horizontal lines used to make up a
video picture
+ The letter indicates the type of signal you will see:
NUMBER LETTER TYPE

480 i Standard Definition (SD)
480 p Standard Definition (SD)
720 p High Definition (HD)
1080 i True High Definition (HD)
1080 p True High Definition (HD)
2160 p True 4K (4k)
2160 p 4K-HDR
Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey etc. > Settings: Display,
Accessibility, Parental Controls > Aspect Ratios and TV Resolution
LETTERS
+ Interlaced (i)
- All odd lines move across the screen first (1, 3, 5, 7...)
- Then all even lines move across the screen second (2, 4, 6, 8...)
- Can cause flickering or bouncing
+ Progressive (p)
- Lines move in order one after another (1, 2, 3, 4, 5, 6, 7, 8...)
- Smoother picture than interlaced
- Faster picture creation
98
NOTES
COMPATIBILITY
+ The TV, receiver, cables, and content need to be HD in order for the viewer
to see HD quality programming
+ Content is delivered from providers in different resolutions (SD, HD, 4k)
+ There is no way to upgrade SD video to HD
+ XiP/ZiP receivers and ViP (TV1) are HD compatible
+ Use Flows App to troubleshoot any video issues related to resolution
- Video - Quality a Grainy or Fuzzy - TV1 - Live TV
- Video - Quality a Grainy or Fuzzy - TV2 - Live TV
! TV2 off of ViP Duo receivers will always be SD quality
Solutions > Signal Flow > Reference (Signal Codes, Cables, LNB Combos) >
Cable Types
CHANGING
Customers may want to change the resolution of their receiver.

+ The most common reason is compatibility
+ XiP/ZiP: Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey, etc.) > Settings:
Display, Accessibility, Parental Controls..+ > Display Settings for XiP/ZiP
Receivers
+ ViP: Solutions > ViP/SD Receivers (922, 722, 211 etc.) > Settings: Display,
Audio, Parental Controls..+ > Adjusting Display Settings
A/V: Resolution 99
NOTES
APPLICATION 0:05
QUIZ
Instructions
Working as a class:
+ Answer the questions below
+ Use Knowledge App if needed
+ Time to complete quiz: 5 mins
1. Which of the following setups will result in an HD picture for the customer?
q HDTV, coax cable, ViP 211 receiver, HD programming
q HDTV Y/Pb/Pr cable, Hopper, HD programming
q SDTV, coax cable, 311 receiver, SD programming

2. True or False: All programming viewed through the 4K Joey will be in Ultra
High Definition.
q True
q False
3. If a customer wants to watch the HD broadcast of an NFL game on their flat

screen plasma TV, which resolution are they likely to choose to support the
fast-paced game play?
q 480i q 480p q 720p q 1080i

4. What does a customer need to view 4K?
q Any Hopper receiver, 4K TV, HDMI cable
q Hopper Duo w/ 4K Joey, 4K TV, HDMI cable
q Hopper 3 receiver, 4K TV, HDMI cable
CLOSING 0:03
100
KEY POINTS
TOPIC DETAILS
What is resolution? + Resolution is written as a number and a letter
+ The number indicates the amount of horizontal lines used to make up a video picture
+ The letter indicates the type of signal you will see
- Interlaced (i)
- Progressive (p)
Compatibility + The TV, receiver, cables, and content need to be HD in order for the viewer to see HD
quality programming
+ Content comes in different resolutions
+ There is no way to upgrade SD video to HD
+ XiP/ZiP receivers and ViP (TV1) are HD compatible
+ Can change resolution on the receiver if needed
101
Participant Guide
A/V
Identifying Issues
TOPIC H:MM
Introduction 0:02
Identifying 0:40
Where to Troubleshoot 0:30
Closing 0:03
Total 2:00
v2.5.0 103
NOTES
INTRODUCTION 0:02
+ Video issues are among the most common calls we receive

+ Understanding how to identify TV1 and TV2 issues and troubleshoot
accordingly will help you assist customers who are having difficulties
viewing their DISH programming
+ By the end of this training, you’ll be able to identify if an issue is related to
TV1 or TV2 and use Flows App to resolve TV1 video issues
IDENTIFYING 0:40
OVERVIEW
Video issues never have DISH pop-ups; therefore, you have to rely on the
customer’s description of what they see to identify the correct symptom.
+ Customers’ explanations are typically unclear and could apply to many
different symptoms
+ Issues will appear differently depending on the type of cable, receiver, TV,
and signal the customer has
+ Properly identifying the correct symptom in Flows App begins with
determining whether video is visible or not, and then, for most symptoms,
the cable type or video type
RACE
Instructions
Working with your team:
+ Compete to identify the symptom category and Flows App flow the fastest
+ Customer descriptions of technical issues will be displayed
+ Use Flows App to identify the most likely symptom category
- Hopper Account: Brian Opana (4247001085)
- ViP Receiver Account: Carl Martinez (2139811076)
+ Write the correct symptom and flow for each scenario in the chart
+ Correct responses earn: 1 pt
+ Incorrect responses or failure to answer within 30 secs: 1 pt is subtracted
from the team’s score and he other team is allowed to buzz in
+ The team with the most points at the end wins!
+ Time to complete race: 15 mins
104
NOTES
Roles
Working with your team:
+ Sit together at a computer with Flows App open
- Access Flows App from the Customer Learning Environment
- Select the receiver that matches the image on screen
- Find the applicable symptom category and flow based on the issue
shown
+ Observe demo of scenario 1
+ Discuss responses prior to buzzing in
+ Once you have buzzed in:
- All conversation must stop. You must state which symptom matches the
displayed scenario
# CORRECT ANSWER
1
Debrief
What information did you get from the picture that you would normally have
to research?
A/V: Identifying Issues 105

NOTES
AROUND THE ROOM
Since you are not able to see your customer’s symptoms, developing effective
question techniques is the key to correctly identifying video issues.
Instructions
+ Compete to identify the correct symptom in Flows App
+ Ask the customer (trainer) a question about the issue
+ After you have an answer you can:
- Guess the Flows App symptom
- Pass to the next person if you don’t have a guess
+ You are eliminated from the game for the following:
- Not following the identification flow
- Repeating a question that has been asked
- Guessing the wrong Flows App symptom
- Taking more than 30 seconds to ask a question
+ Time to complete all scenarios: 15 mins
WHERE TO TROUBLESHOOT 0:30
TV1
+ Generally located in room with the receiver and connected using coax or
other cables
+ Often, video issues are caused by the TV being on the wrong input
+ Coax TV1, default channels: 03 and 04
+ Non-coax TV1, input dependent on cable type
TV2
+ Generally located in another room away from the receiver and are
connected using coax cable
+ Often, video issues are caused by the TV being on the wrong channel (for
new TVs, wrong input can cause this issue as well)
+ Coax TV2, default settings: 60 Air and 73 Cable (for new TVs, the channel
number might be different depending on the TV Settings; ex: it could be
channel 1 with saved frequency that is equivalent to channel 73)
+ Non-coax TV2, only applies if inline devices are present
106
NOTES
TV1/TV2 TABLE
Flows App is used to troubleshoot all video issues. The resolutions vary
depending on the symptom, but include using the correct cabling, tuning the
TV to the appropriate channel, and verifying the modulated channel.
+ Symptoms in Flows App
- Video - Black Screen
- Video - Blue or Snowy Screen
- Video - “Unusable Signal” or “No Signal”
Specific problems are addressed through troubleshooting at the TV1, TV2, or

both locations.
PROBLEM TV1 TV2 WHY
CATEGORY
Signal Issues
q q
DVR Problems
q q
Internet
Connectivity
q q
Issues
Remote Issues
q q
Video - Black
Screen - Guide
q q
Appears
Video - Black
Screen - Guide
q q
Doesn’t Appear
Receiver
Overheating
q q
A/V: Identifying Issues 107

NOTES
APPLICATION 0:45
HANDS ON
Instructions
+ Use the scenario cards to complete tasks at your assigned station
+ Use Flows App to troubleshoot:
+ Swap stations after completing all scenarios
Roles
Each participant will be given a role card or will act as an observer.
ROLES DESCRIPTION
Creator Use the card information and equipment
Create the video issue
Caller Use the caller scenario card and what you see on screen
Describe your issue to the agent
Agent Use your tools

Troubleshoot the caller’s issue
Observer Observe the actions of the creator, caller, and agent
Provide feedback that would help when assisting
customers in the future
CLOSING 0:03
this training. Ask questions if anything is unclear
108
TOPIC DETAILS
Identifying Video issues never have DISH pop ups, therefore you have to rely on the customer’s
description of what they see to identify the correct symptom.
+ Customers’ explanations are typically unclear and could apply to many different
symptoms
+ Issues will appear differently depending on the type of cable, receiver, TV, and signal
the customer has
+ Properly identifying the correct symptom in Flows App begins with determining
whether video is visible or not, and then, for most symptoms, the cable type or video
type
Where to Troubleshoot TV1
+ Generally located in room with the receiver and connected using coax or other cables
+ Often, video issues are caused by the TV being on the wrong input
+ Coax TV1, default channels: 03 and 04
+ Non-coax TV1, input dependent on cable type
TV2
+ Generally located in another room away from the receiver and are connected using
coax cable
+ Often, video issues are caused by the TV being on the wrong channel
+ Coax TV2, default settings: 60 Air and 73 Cable
+ Non-coax TV2, only applies if inline devices are present
Specific problems are addressed through troubleshooting at the TV1, TV2, or both
locations.
109
Participant Guide
A/V
Modulator Setup
TOPIC H:MM
Introduction 0:02
What is Channel Modulation? 0:05
Mode Options 0:10
Adjusting Modulator Setup 0:05
Activity 0:15
Closing 0:03
Total 0:35
v2.5.0 111
NOTES
INTRODUCTION 0:02
+ Channel modulation allows duo receivers to output two independent TV

images at the same time
+ Understanding modulation is a key component of many troubleshooting steps
+ By the end of this training, you will be able to change modulation settings to
address video issues
OVERVIEW 0:20
MODULATION
+ Channel modulation:
- Compresses the satellite signal onto a single channel frequency
- Distributes the signal from each tuner, giving customers the ability to
have one VIP receiver output images for two TVs
+ Utilizes the Home Distribution output on the receiver
+ Modulated signal is active on any connected coax output
+ Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Settings: Display, Audio,
Parental Controls..+ > Adjusting Display Settings
MODE OPTIONS
TVs can have two different channel settings to display video, Air mode and
Cable mode. The TV will display DISH video when the setting and channel on
the TV match the setting and channel within the Modulator Setup screen.
+ Air mode
- Receiver outputs video signal to the frequency range of Air on channels
21 through 69
- The channel on the Modulator Setup screen should match the channel
on the TV
- Channel 60 is the default channel for TV2
+ Cable mode
- Receiver outputs video signal to the frequency range of Cable on
channels 73 through 125
- The channel on the Modulator Setup screen should match the channel
on the TV
- Channel 73 is the default channel for TV2
112
NOTES
ADJUSTING
When troubleshooting video-related issues, Flows App often gives steps to

ensure the modulator setup is correct.
+ The modulator functionality is dependent on whether the TV is on Air or
Cable mode
+ The receiver output mode can be changed by navigating to the receiver
menu
+ Use Air mode if the customer’s TV is set to Air or Cable mode if the TV is set
to Cable
ACTIVITY 0:15
Instructions

+ Watch the Modulator Setup video
1. What is modulator channel and why is it important?
2. What mode is the receiver in if it’s set to output channel 80?
3. What menu do customers need to navigate to to adjust the modulator

setup?
CLOSING 0:03
A/V: Modulator Setup 113

TOPIC DETAIL
What is Channel + Channel modulation compresses the satellite signal onto a single channel frequency, and
distributes the signal from each tuner giving customers the ability to have one VIP receiver
output images for two TVs.
+ Utilizes the Home Distribution output on the receiver
+ Modulated signal is active on any connected coax output
Mode Options + Air mode

+ Cable mode
Adjusting Modulator + The mode can be changed by navigating to the receiver menu
Setup + Use Air mode if the customer’s TV is set to Air or Cable mode if the TV is set to Cable
+ If the customer experiences interference, select another channel within the same mode
+ If TV1 and TV2 are using the same mode, the output channel for each TV cannot be the same
114
Participant Guide
A/V
Audio Settings and Output
TOPIC H:MM
Introduction 0:02
Alternate Audio 0:10
Volume Modes/Leveling 0:10
Audio Devices and Setup 0:20
Audio Output 0:05
Closing 0:03
Total 1:15
v2.5.0 115
NOTES
INTRODUCTION 0:02
+ From time to time, customers may contact us regarding the audio issues
they are experiencing
+ Understanding how these settings work will prepare you to handle calls
from customers who need assistance with these issues
+ By the end of this module, you will be able to assist customers who have
questions about the audio settings and output on their equipment
SAP 0:10
Audio languages can be changed on some DISH programming to match

customer preferences.
+ May not be available on all channels or in all languages
+ Programs will generally advise customers when SAP is available
+ Each channel can have up to two audio feeds
AUDIO
SELECT AUDIO OUTPUT
FEED
Secondary Any other Selecting any language other than English on the
language Alternate Audio menu will provide the secondary
audio feed on all channels when available
Setting audio language:

+ XiP/ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Settings:
Display, Accessibility, Parental Controls > Audio
+ ViP: Solutions > ViP/SD Receivers: 922, 722, 211 > Settings: Display, Audio,
Parental Controls > Audio Settings and Closed Captioning
116
NOTES
VOLUME LEVELING 0:10
VOLUME LEVELING
Volume Leveling helps eliminate fluctuations in volume during commercials or

across different channels. When Volume Leveling is:
+ Enabled
- The volume on all programming, including the commercials, will be at
the selected level
- This is the default setting
+ Disabled
- The volume on programming will change to match what is being
broadcast
How to enable/disable:
+ XiP/ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Settings:
+ ViP: Solutions > ViP/SD Receivers: 922, 722, 211 > Settings: Display, Audio,
Parental Controls > Audio Settings and Closed Captioning
AUDIO DEVICES AND SETUP 0:25
AUDIO DEVICES
Customers may need assistance getting their audio to work with their DISH
programming. Customers may use the internal speakers in their TV or external
speakers for their audio:
AVAIL. AUDIO
DEVICE CONNECTION
SIGNAL
INTERNAL TV only Mono Coax
Stereo Coax or RCA cables
EXTERNAL Surround sound Dolby Digital HDMI or Optical
speakers cables
Bluetooth Stereo or Dolby Bluetooth
soundbars Digital connection (no
Bluetooth cables)
headphones
a/v: Audio Settings and Output 117

NOTES
MONO SOUND AND STEREO
+ Monaural (Mono) sound:

- Uses a single audio signal to produce sound
- Can reproduce the same sound through several speakers
+ Stereophonic (Stereo) sound:
- Uses two audio signals to produce sound
- Creates directionality, perspective, and space
SURROUND SOUND
Surround sound speakers use multiple audio signals to produce a 360 degree
audio experience.
Dolby Digital
+ Requires compatible audio decoding equipment, such as an Audio/Visual
receiver, in order to deliver true Dolby Digital Surround Sound
+ 5.1 Dolby Digital
- 5 = Five mid/upper range speaker channels (left front, left rear, center,
right front, right rear)
- 0.1 = One subwoofer channel
+ To set up a receiver for surround sound:
- XiP/ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Settings:
- ViP: Solutions > ViP/SD Receivers: 922, 722, 211 > Settings: Display,
Audio, Parental Controls > Audio Settings and Closed Captioning
BLUETOOTH SOUNDBARS AND HEADPHONES
Bluetooth can be used to connect and support audio equipment.

+ Most XiP/ZiP receivers are compatible with Bluetooth audio devices
- Hopper 3, Hopper with Sling, Hopper, and 4k Joey have internet
Bluetooth capabilities
- Hopper Duo and all other Joeys can support Bluetooth connectivity
with an external Bluetooth adapter
+ Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey etc.) > Set Up/Disconnect:
Receiver to Internet, Add/Swap, Configurations..+ > Setting Up XiP/ZiP
Receivers
118
NOTES
+ Pairing:
- Bluetooth devices must be paired to the receiver before use
- Two Bluetooth devices can be paired to a Hopper and in use at one time
- Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Set Up/Disconnect:
Receiver to Internet, Add/Swap > Disconnecting XiP/ZiP Receivers
ACTIVITY: OBSERVATION
Instructions
+ Follow the flows below while observing the demo
Receiver to Internet, Add/Swap > Setting up XiP/ZiP Receivers
Receiver to Internet, Add/Swap > Disconnecting XiP/ZiP Receivers
+ Discuss and answer the question your facilitator shares
AUDIO OUTPUT 0:05
DECODER SETTINGS
Decoder Settings indicate which signal source the receiver should output
audio as, to match the customer’s speaker setup.
+ Pulse-Code Modulation (PCM) Only - Should be selected when the system
or amplifier cannot decode Dolby Digital signals
- Mono
- Stereo
+ Dolby Digital/PCM - Should be selected when the system or amplifier can
decode Dolby Digital signals
- Surround Sound
To change decoder settings: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey
> Settings: Display, Accessibility, Parental Controls > Audio
a/v: Audio Settings and Output 119

NOTES
ACTIVITY 0:15
HANDS ON
Instructions
Working as a class, direct your trainer to complete the following tasks:

1. Connect one of the two cables to your receiver and sound bar so that
audio plays through them
2. Tune to a movie on an HD Premium (Showtime or Starz)
3. Cycle through each of the different sound settings on the receiver and
listen for any differences
4. Swap out the cables and repeat steps 1 to 4 once
5. Complete the observations in your book
Observations
1. What are the two primary reasons audio issues occur?
2. What type of sound do RCA cables produce?
3. Explain the difference in audio for a customer watching HD programming

with RCA cables vs an HDMI cable .
CLOSING 0:03
120
TERM DEFINITION
Secondary Audio Setting audio language:
Programming + XiP/ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Settings: Display, Accessibility,
Parental Controls > Audio
+ ViP: Solutions > ViP/SD Receivers: 922, 722, 211 > Settings: Display, Audio, Parental Controls >
Audio Settings and Closed Captioning
Descriptive Video + Feature for the visually impaired
Service (DVS) + Describes what is happening on the screen during a program or event
Volume Leveling + Enabled: Volume on all programming will be at selected level (default)
+ Disabled: Volume will change to match broadcast
Setting Volume Leveling
+ XiP/ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Settings: Display, Accessibility,
+ ViP: Solutions > ViP/SD Receivers: 922, 722, 211 > Settings: Display, Audio, Parental Controls >
Audio Settings and Closed Captioning
Audio Devices and + Monaural (Mono) - uses a single audio signal to produce sound
Setup + Stereophonic (Stereo) - uses two audio signals to produce sound
+ Surround sound - uses multiple audio signals to produce a 360 degree audio experience
To set up a receiver for surround sound:
+ XiP/ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Settings: Display, Accessibility,
+ ViP: Solutions > ViP/SD Receivers: 922, 722, 211 > Settings: Display, Audio, Parental Controls
> Audio Settings and Closed Captioning
Bluetooth Some soundbars and Headphones use Bluetooth to connect audio equipment
Connectivity + Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Set Up/Disconnect: Receiver to
Internet, Add/Swap > Setting up XiP/ZiP Receivers
+ Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Set Up/Disconnect: Receiver to
Internet, Add/Swap > Disconnecting XiP/ZiP Receivers
Decoder Settings Decoder Settings indicate which signal source the receiver should output audio as
+ Pulse-Code Modulation (PCM) Only - select when the system or amplifier cannot decode
Dolby Digital signals
+ Dolby Digital/PCM - select when the system or amplifier can decode Dolby Digital signals
To change decoder settings: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey > Settings:
121
Participant Guide
A/V
Mirrored TVs
TOPIC H:MM
Introduction 0:02
Mirrored TVs 0:10
Troubleshooting 0:15
Closing 0:03
Total 0:30
v2.5.0 123
NOTES
INTRODUCTION 0:02
+ Customers sometimes have a third TV installed with their duo receiver,

which is called a mirrored TV
+ While troubleshooting mirrored TV issues is similar to that of standard duo
receiver troubleshooting, there are a few important differences
+ Your ability to identify mirrored TVs and their related issues will help you
efficiently troubleshoot and resolve your customers’ issues
+ By the end of this module, you will be able to identify and troubleshoot
mirrored TVs
MIRRORED TVS 0:10
WHAT ARE MIRRORED TVS?
Mirrored TVs are additional TVs that display picture from the TV1 or, more
commonly, TV2 output on the receiver.
+ The mirrored TV shows duplicate DISH video from either the TV1 or TV2
satellite feed
+ This allows the customer to view DISH programming on an additional TV
without an extra monthly cost
+ Mirrored TVs use modulated channels and UHF remotes to access DISH
content away from the receiver
+ Mirrored TVs are set up using coax cable and a splitter
+ Solutions > ViP/SD Receivers: 922, 722, 211, etc > Set/Up Disconnect:
124
NOTES
IDENTIFYING MIRRORED TVS
There are several common situations that you should be familiar with that help
you identify typical duo receiver vs. mirrored TV setups.
SITUATION IDENTIFIER
“Two (or more) Check the equipment in the installation to see if a
of my TVs share mirrored TV is supported.
a box.” + Only non-XiP/ZiP equipment can support mirrored TVs
+ Most mirrored TVs are installed using in-line splitters
and coax cable
“I have this TV in Ask if the TV has its own receiver and can watch a channel
a spare bedroom independently from other TVs.
that we hardly Mirrored TVs are:
ever use.”
+ Generally TVs that are rarely used but connected to DISH
+ Not capable of viewing a channel independently
TROUBLESHOOTING 0:15
TUNING CHANNELS
When troubleshooting mirrored TV issues, there are a few important steps to

keep in mind to ensure correct channel tuning.
+ Most issues appear as “video not visible” or “same video and same audio”
to customers
+ Use Jump Start questions to determine if mirrored TVs are present
+ During steps that involve checking the input channel or modulator setup,
air/cable conversion channels may be used
- Changes to the modulator setup affect both TVs in the mirror, but both
TVs may not be set to the same air or cable setting
- Conversion channels can be found at: Solutions > ViP/SD Receivers: 922,
722, 211, etc > Set/Up Disconnect: Receiver to TV, Add/Swap..+ > Setting
Up and Disconnecting a ViP Receiver
+ If a customer cannot change the air/cable setting on their TV, conversion
channels can be used to return video as a last resort
- Conversion channels can sometimes cause poor picture quality
- In cases of poor picture quality, it is appropriate to recommend a
Change Receiver
A/V: Mirrored TVs 125

NOTES
ADDRESSING REMOTES
There are special considerations when addressing remotes to mirrored TVs.

+ Most issues appear as “no response using DISH remote” or “channels
changing on own” to customers
+ Use Jump Start Questions to determine if mirrored TVs are present
+ To address remotes: Solutions > Remotes > Remote How-Tos: Program
Remote to TV/Receiver, Switch Inputs > How to Program Remotes to the
Receiver
- Look at the different options available in the “In this Article” section
- Create matching remote addresses for the mirrored TVs
- Each mirrored TV may have its own remote, so both remotes must use
the same address on the receiver and must both be UHF
- Readdressing only one remote would be a failure to prevent an
unnecessary call back
+ If a customer only has one remote for both TVs, you can use this as an
opportunity to promote buying an additional remote
CLOSING 0:03
126
KEY POINTS
TOPIC DETAILS
Mirrored TVs + Mirrored TVs are additional TVs that duplicate the TV1 or TV2 output signal on the receiver
+ Use identifiers to help determine if a customer is using a mirrored TV
Troubleshooting + Video and remote issues are resolved using the same Flows App flows as other installation
types
+ Some steps within flows may require additional considerations when troubleshooting
127
Participant Guide
BUSINESS
Signal Issues
TOPIC H:MM
Introduction 0:02
Closing 0:03
Total 0:40
v2.5.0 129
NOTES
INTRODUCTION 0:02
+ Quickly and accurately identify signal loss issues
+ Resolve signal loss issues using Flows App
CBT 0:55
Instructions
- T2: Signal issues
+ Complete the CBT
- You’ll likely have extra time when you finish. We purposely gave you lots
of time to complete this CBT so you’re able to use all the time you need
to feel confident using Flows App
CLOSING 0:03
130
Participant Guide
SIGNAL
Check Switch Test
TOPIC H:MM
Introduction 0:02
Check Switch Test 0:15
Closing 0:03
Total 0:40
v2.5.0 131
NOTES
INTRODUCTION 0:02
+ When troubleshooting signal issues, you will sometimes need to complete a

Check Switch Test
+ Understanding what takes place during this test can help you determine
what type of signal issue a customer is experiencing
+ By the end of this module, you’ll be able to explain the results of a Check
Switch Test
CHECK SWITCH TEST 0:15
WHAT IT IS
Using DiSEqC communication, a receiver sends a ping to identify which
equipment it detects and checks each port to see if signal is present.
INSTALLATION SUMMARY
The Installation Summary screen provides you with information on the
customer’s installation, which is useful when troubleshooting signal loss.
WHEN TO TEST
You can perform a Check Switch Test when Flows App directs you to, usually
when the incorrect orbitals are listed. Never perform a Check Switch Test when
the signal strength is low.
RESOLUTIONS
+ Error code – troubleshoot error codes using Flows App
+ Request for a 38 step test - direct customers to select “Alternate,” and begin
the tests
- Required for customers in Alaska or Hawaii
- For all other customers, run the 38 step test when prompted
HOW TO PERFORM A CHECK SWITCH TEST

+ When Flows App directs you to perform a check switch test it will provide
you the process articles
Solutions > ViP/SD Receivers (722, 922...) > Technical Processes: Switch Test,
Update Software > Performing a Check Switch Test on a ViP Receiver
Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Technical References: Switch
Test, Configurations... > Check Switch Test on XiP/ZiP Receivers
132
NOTES
APPLICATION 0:20
SCENARIOS
Instructions
+ Use the clues provided to answer the following question for each scenario:
What is the next step for assisting this customer?
+ Time to complete scenarios: 10 mins
SCENARIO 1
The Check Switch Test is complete and the customer states he sees “836” on
his screen.
Next step:
SCENARIO 2
The Check Switch Test has not started yet. The customer lives in Alaska.
Next step:
SCENARIO 3
The Check Switch Test just finished and the customer states she sees a
message pop-up on her screen, starting with “530.”
Next step:
SCENARIO 4
The Check Switch Test has not started yet. The customer lives in Arizona.
Next step:
CLOSING 0:03
What questions do you have regarding this module?
Signal: Check Switch Test 133

KEY POINTS
TOPIC DETAILS
Check Switch Test What it is
Using DiSEqC communication, a receiver sends a ping to identify which equipment it
detects and checks each port to see if signal is present.
Installation Summary
The Installation Summary screen provides you with information on the customers
installation, which is useful when troubleshooting signal loss.
When to Test
+ You can perform a Check Switch Test when Flows App directs you to, usually when the
incorrect orbitals are listed.
+ Never perform a Check Switch Test when the signal strength is low.
134
Participant Guide
RECEIVER
Single and Multiple Tuners
TOPIC H:MM
Introduction 0:02
Single and Multiple Tuners 0:10
Managing Tuners 0:10
Closing 0:03
Total 0:45
v2.5.0 135
NOTES
INTRODUCTION 0:02
+ Customers may not always understand what a tuner is, or its restrictions
+ Customers may contact DISH when they interpret a tuner restriction as a
technical issue:
- Can’t access Picture in Picture (PiP)
- Can’t watch live TV and record something else at the same TV
- Disable PrimeTime Any Time (PTAT), but their TV Activity screen still
shows PTAT
+ By the end of this training, you will be able to educate customers on the
effective use of tuners based on their system setup
SINGLE AND MULTIPLE TUNERS 0:10
OVERVIEW
A TV tuner allows satellite signal to be decoded and transmitted to the

customer’s television. Tuners are only needed for items that require signal
(i.e. live TV, guide information, and PPVs). Tuners are not required for DVR
recordings, On Demand content, or PTAT recordings.
+ The number of available tuners determines customers’ available viewing
options
+ DISH receivers vary in the amount and function of their tuners
XiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings,
Timers, Apps..+ > XiP/ZiP Receiver Features and Applications
SINGLE TUNER
A single tuner allows customers to do one of the following at a time:

+ View the same program on one or multiple TVs
+ Record a single program
+ View and record the same program
136
NOTES
TWO TUNERS
Two tuners allow customers to do one of the following at a time:

+ View two different programs
+ View one program and record another
+ Record two different programs (these can be watched as they are recorded)
+ View Picture-in-Picture (PiP)
THREE TUNERS (WHOLE HOME)
Three tuners allow customers to do one of the following at a time:

+ View three different programs
+ View one program and record two others (these can be watched as they are
recorded)
+ View one, two, or three programs and record separate programs on any
tuners that are not currently in use
+ View Picture-in-Picture (PiP)
SIXTEEN TUNERS (WHOLE HOME)
Sixteen tuners are available for independent viewing and recording. This setup
virtually eliminates any possible tuner conflict.
+ A limitation in timers or hard drive space is much more likely to be
encountered before a tuner conflict.
MANAGING TUNERS 0:10
OVERVIEW
Customers may run into issues managing tuners, such as when they want to
view one show on a tuner that is currently recording. Educating customers on
how to manage shared tuners will lead to a better viewing experience.
Receiver: Single and Multiple Tuners 137

NOTES
TV ACTIVITY SCREEN
You can help a customer see which tuners are currently occupied using the TV
Activity Screen:
Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings,
Timers, Apps..+ > TV Activity Screen
SOLO RECEIVERS
A single tuner provides a single viewing session.

+ Receiver model families:
- 311/311k
- 211/211k/211z/411
+ Receiver model families with connections for a single TV, but containing two
tuners, allow users to watch and record different programming at the same
time:
- 512
- 612
+ Receiver types and features: xip: Solutions > ViP/SD Receivers (722, 922...)
> Features: Recordings, Timers, PiP > ViP Receiver Features and Applications
DUO RECEIVERS
A duo receiver provides two unique viewing sessions.

+ Receiver model:
- 322
- 222/222k
- 522/625
- 622/722/722k
+ TV1 – can support HD content, as well as SD content
- If the customer has supported equipment (322/522 families are SD only)
and subscribes to HD
+ TV2 – only supports SD content and down-converted HD content
+ The Hopper Duo has 2 tuners but requires a Joey to allow for 2 unique
viewing sessions
138
NOTES
WHOLE HOME RECEIVERS
Whole Home DVR tuners provide three or more unique viewing sessions.
+ Receivers:
- Hopper 3
- Hopper w/Sling
- Hopper
- Super Joey provides two additional tuners, for a total of five
+ All other Joeys share tuners with Hoppers/do not have their own tuners
+ No assigned/dedicated tuners and timers
SHARED VIEWING SESSION
For Duo receivers and the Whole Home DVR, customers can share a viewing
session and watch the same thing.
+ Solo mode will be indicated on the front of the receiver (non-XiP/ZiP)
- Shared Viewing Session can be enabled
- PiP can be used
+ Shared tuner will be indicated from the TV Activity Screen
MANAGING SHARED TUNERS
On XiP/ZiP Receivers:
+ Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings,
Timers, Apps..+ > TV Activity Screen
On ViP Receivers:
+ Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Settings: Display, Audio,
Parental Controls..+ > Adjusting Display Settings

NOTES
APPLICATION 0:20
SCENARIOS
Instructions

+ Use Knowledge App to identify the appropriate response for each scenario
+ Write your answers in the space provided
Single Tuner Receiver

Mr. Swanson has a 211 with an External Hard Drive attached. He wants to
continue recording, but also view live programming on a different channel. Is
he able to do so?

Duo Receiver TV1

If Mrs. Nelson chooses to record Unique Sweets at TV1, will she be able to
watch a different live program at TV1 at the same time? Why? Mrs. Nelson’s
receiver is in DUO/DUAL mode.

Duo Receiver - TV1

Mrs. Jacobs wants to enable Shared View so that every TV will have the same
picture. On her TV1, when she goes through the menu to get to Shared View,
the options are grayed out. What is the reason for the options being grayed
out? How can she enable Shared View?

140
NOTES
Whole Home DVR
According to the TV Activity screen, all three tuners are being used on his
Hopper w/ Sling. What are Mr. Livingston’s options for watching TV without
disrupting any of the other viewing sessions in the house?

CLOSING 0:03

KEY POINTS
TOPIC DETAILS
Single and Multiple A TV tuner is a device used to “tune in” to, or obtain, a unique analog or digital TV signal
Tuners feed.
+ A single tuner
- Allows customers to view a program on one TV; or record a program; or view the
same program on multiple TVs at the same time
+ Two tuners
- Allow customers to view two different programs and record the programs viewed; or
record two different programs; or view one program and record another
+ Three tuners (Whole Home)
- Allow customers to view three different programs and record the programs viewed;
or record three different programs; view one, two, or three programs and record
separate programs on any TVs that are not currently in use
+ Sixteen Tuners (Whole Home)
- Virtually eliminates tuner conflict
- Timer and hard drive restrictions are much more likely to occur before a tuner
conflict for customers with this setup
To help a customer see which tuners are currently occupied using the TV Activity Screen:
+ Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings, Timers,
Apps..+ > TV Activity Screen
To determine how many tuners the customer has access to:
+ xip: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings, Timers,
Apps..+ > XiP/ZiP Receiver Features and Applications
Managing Tuners On XiP/ZiP Receivers:
+ Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings, Timers,
Apps..+ > TV Activity Screen
On ViP Receivers:
+ Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Settings: Display, Audio, Parental
Controls..+ > Adjusting Display Settings
142
Participant Guide
RECEIVER
Timers
TOPIC H:MM
Introduction 0:02
Overview 0:05
Creating & Managing Timers 0:30
Closing 0:03
Total 1:00
v2.5.0 143
NOTES
INTRODUCTION 0:02
+ Timers offer customers the convenience of not missing programming

through recordings, auto-tuning, and reminders
+ Creating and managing timers can be difficult to customers who are
unfamiliar with our equipment
+ By the end of this training, you will be able to explain how timers function to
our customers
OVERVIEW 0:05
WHAT IS A TIMER?
A timer is an instruction that tells the receiver which programs the customer
wants to watch in the future.
There are a few different types of timers.
+ DVR Timers – Used to record an event to the receiver’s hard-disk drive or to
an external hard drive
- Automatic
- Manual
+ Auto-Tune Timers – Automatically changes the channel for live viewing of
an event
+ Reminder Timers – To create an on-screen reminder when an event is about
to start on a non-XiP/ZiP receiver
TIMER FREQUENCY
Timers can be set to initiate based on a program name, or a simple time

interval and channel.
+ All Episodes – Records new episodes as well as reruns
+ New Episodes – Only records episodes that are airing for the first time
+ Once – Records an event once (movies, sporting events)
+ Weekly – Used to record a program once a week that airs on the same
channel and time
+ Daily – Records a program that comes on at the same time each day (news)
+ Monday - Friday: Program or block of programming that occurs only on
weekdays
144
NOTES
CREATING & MANAGING TIMERS 0:30
CREATING TIMERS
There are a few different ways to create timers, depending on whether it’s an
automatic or manual timer.
+ Automatic
- While watching the event
- From the Guide
- From Search results
+ Manual
- From Timers screen
Methods for creating timers:

+ On ViP/SD Receivers (722, 922...) > Timers > Creating and Deleting Timers on
ViP/SD
+ On XiP/ZiP Receivers (Hopper, Wally...) > Timers > Creating and Deleting
Timers on XiP/ZiP
! Smart Connect can be used on a Hopper to demonstrate this process to
the customer while resolving their issue (Smart Connect can also be used
for a multitude of other timer related issues)
RECORD PLUS
On a Duo receiver, customers have the option of assigning the timer to a

default location (TV1 or TV2) for priority recording.
Record Plus also enables the ability to setup recordings for two programs from
one location when the receiver is in dual mode.
receiver: Timers 145

NOTES
TIMER PRIORITIES
Customers may set multiple timers for the same time, which creates conflicts.
+ Timers have a numerical priority, by default or customer choice, which tells
the receiver which events to record and which ones not to record
+ You need to know what items will be prioritized in cases of timer conflict so
that you can answer customers’ questions about which timers will, did, or
did not initiate on their receivers
To understand timer priority:

+ There are a set of default priorities programmed into DISH receivers
+ Customers can adjust the numerical priorities to suit their preference

- XiP/ZiP Receivers (Hopper, Wally...) > Timers > Timer Preferences on XiP/
ZiP
- ViP/SD Receivers (722, 922...) > Timers > Timer Preferences on ViP/SD
TIMER CONFLICT RESOLUTION SCREEN
When customers set timers that conflict, the Conflict Resolution Screen will
automatically display. This screen helps customers resolve the timer conflict
and prevent future timer issues.
+ Resolving XiP/ZiP conflicts:
- XiP/ZiP Receivers (Hopper, Wally...) > Timers > Skipping Timers and
Managing Timer Conflicts on XiP/ZiP
+ Resolving ViP conflicts:
- ViP/SD Receivers (722, 922...) > Timers > Skipping Timers and Managing
Timer Conflicts on ViP/SD
146
NOTES
DAILY SCHEDULE
Customers can avoid conflicts altogether by managing timers from the Daily
Schedule.
+ The Daily Schedule shows current and future timers that are set to take place
+ On this screen, customers have a “restore” or “skip” option to override
existing timers, regardless of their priority
- Review current timers – See what is taking place today and if any
adjustments need to be made to avoid conflict
- Review future timers – See what is taking place for the next nine days
- Review past timers – See what timers occurred in the past, and the reason
why one or more did not initiate (reason for skip is displayed in yellow)
SKIPPED OR MISSING TIMERS
When following Flows App, you will determine if the timer was skipped using
the daily schedule.
Skipped reasons are found at:

- ViP/SD Receivers (722, 922...)TimersSkipping Timers and Managing
Timer Conflicts on ViP/SD

NOTES
APPLICATION 0:20
SCENARIOS
Instructions
Working in pairs:
+ Using the breadcrumbs from the Timer Conflict Resolution Screen section to
answer the questions for each scenario below
Situation Jesse calls in and says that his timers aren’t working. After
asking several questions, you find out that Jesse is trying
to record a morning talk show. When Jesse goes into the
SCENARIO 1
guide, he sees a different event listed.

Timer Type Daily
What is the reason behind the timer being skipped?
Situation Jean recently got into Dexter and wants to see every
episode. After the timer was setup, only new episodes
would record.
Timer Type New Episodes
What is the reason behind the timer being skipped?
SCENARIO 2
What timer type would you recommend for Jean, so that she can get
every episode of Dexter?
148
NOTES
Situation Kent is bummed because he came home after work and
found that the baseball game he wanted to watch didn’t
record. The timer was skipped and the skipped event
SCENARIO 3
reason is listed as “By User.”

Timer Type Once
How would you explain this reason to Kent?
CLOSING 0:03

KEY POINTS
TOPIC DETAILS
Timers + DVR Timers – Used to record an event to the receiver’s hard-disk drive or to an external
hard drive
+ Auto-Tune Timers – Automatically changes the channel for live viewing of an event
+ Reminder Timers – To create an on-screen reminder when an event is about to start on a
non-XiP/ZiP receiver
Timer Frequency + All Episodes – Records new episodes as well as reruns
+ New Episodes – Only records episodes that are airing for the first time
+ Once – Records an event once (movies, sporting events)
+ Weekly – Used to record a program once a week that airs on the same channel and time
+ Daily – Records a program that comes on at the same time each day (news)
Creating timers + There are a few different ways to create timers, depending on whether it’s an automatic
or manual timer.
+ On XiP/ZiP receivers: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features:
Recordings, Timers, Apps..+ > DVR
+ On ViP receivers: Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Features: Recordings,
Timers, PiP..+ > DVR
Timer output On a Duo receiver:
+ Assign the timer to a default location (TV1 or TV2) for priority recording
+ Record Plus enables recording of two programs from one location when in dual mode:
Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Features: Recordings, Timers, PiP..+ >
DVR
Timer priorities + Default priorities programmed into DISH receivers: Solutions > XiP/ZiP Receivers: Hopper,
Wally, Joey..+ > Features: Recordings, Timers, Apps..+ > DVR
+ Customers can adjust the numerical priorities to suit their preference
- Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Features: Recordings, Timers, PiP..+
> DVR
Timer conflict + On XiP/ZiP receivers: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features:
resolution Recordings, Timers, Apps..+ > DVR
+ Resolving ViP conflicts: Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Features:
Recordings, Timers, PiP..+ > DVR
Daily schedule + The Daily Schedule shows current and future timers that are set to take place
+ To view skipped events: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features:
Recordings, Timers, Apps..+ > DVR
150
Participant Guide
RECEIVER
PTAT & AutoHop
TOPIC H:MM
Introduction 0:02
PrimeTime Anytime 0:10
24/7 PrimeTime Anytime 0:05
AutoHop 0:05
Closing 0:03
Total 0:40
v2.5.0 151
NOTES
INTRODUCTION 0:02
+ PrimeTime Anytime (PTAT) and AutoHop provide significant benefits to

DISH customers, but customers may require education on using the features
and understanding their limitations
+ Being able to educate customers about PrimeTime Anytime and AutoHop
will help you to promote their advantages and set proper expectations with
customers
+ By the end of this module, you will be able to use Knowledge App to resolve
PrimeTime Anytime and AutoHop issues
PRIMETIME ANYTIME 0:10
FEATURES
+ Records all Big Four networks: ABC, CBS, FOX, and NBC using a single tuner
+ Reduces conflicts - allows a Hopper to record up to 6 channels when locals
are being recorded
+ Automatically records:
- Up to 8 days of content without impacting hard drive space
- Special events such as the Super Bowl, Oscars, Emmys, and other similar
events
RESTRICTIONS/LIMITATIONS
+ Available channels and receivers

- Big Four networks: HD locals only, not SD
- Hopper and Joey receivers only, excluding Hopper Duo
- Solutions > XIP/ZiP Receivers: Hopper, Wally, Joey ..+ > XiP/Zip Receiver
Overviews
+ Only records automatically during prime time hours
152
NOTES
DAY HOURS
Monday-Saturday + 7-10 p.m. Mountain and Central
+ 8-11 p.m. Eastern and Pacific
Sunday + 6-10 p.m. Mountain and Central
+ 7-11 p.m. Eastern and Pacific
Feature must be enabled
- PTAT is enabled by default, but can be disabled by the customer or
technician
- Must be enabled at least 15 minutes before the start of the PrimeTime
window
- If disabled during PTAT hours, the change will go into effect the next
day
- Smart Connect can be used to show the customer how to enable the
PTAT feature as well as modify the settings
+ PTAT Recordings:
- Are automatically deleted after 8 days
- Can be saved to DVR to keep recordings for more than 8 days
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings >

PrimeTime Anytime (PTAT) - XiP/ZiP Receivers
24/7 PRIMETIME ANYTIME 0:05
FEATURES
+ Allows customers to view all Big Four local networks (ABC, CBS, FOX, NBC)
using a single tuner
- Shared locals available on one combined tuner
- Enabled when a customer tunes to one of the included networks
- Customers can watch and/or record any to all of the local networks from
the same tuner
- Available any time, even outside of prime time hours
+ Always enabled, even when PrimeTime Anytime is disabled
- Solutions > Signal Flow > Reference (Signal Codes, Cables, LNB Combos)
> Tuner Capabilities
receiver: PTAT & AutoHop 153

NOTES
+ Content does not record automatically outside of PrimeTime Anytime hours

+ Recording timers will need to be set up
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Timers > Creating and
Deleting Timers on XiP/ZiP
AUTOHOP 0:05
FEATURES
+ Automatically skip commercials with a single action when viewing most

recorded PrimeTime Anytime content
+ Enjoy your favorite shows without sitting through commercials
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings > Using
AutoHop to Skip Commercials on a XiP/ZiP Receiver
154
NOTES
+ PrimeTime Anytime must be enabled to use this feature

+ Not available for live events (i.e. news, special events, sporting events)
+ Certain networks require a delay on the availability of AutoHop
+ Usually available the day after a show airs (varies by network and market)
- Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey etc.) > Features:
Recordings, Timers, Apps..+ > Using AutoHop to Skip Commercials on a
XiP/ZiP Receiver
+ PrimeTime Anytime Availability by Orbital

- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings >
PrimeTime Anytime Availability by Orbital - XiP/ZiP Receivers
APPLICATION 0:15
Q&A
Instructions
Working with a partner:
+ Use Knowledge App to answer questions below
1. The customer says their activity screen shows all four local channels at 7
p.m., even though only Modern Family was set to record. They are upset
because they disabled PTAT and now think it is enabled again. What is the
resolution?
receiver: PTAT & AutoHop 155

NOTES
2. The customer calls in upset because episodes from the last few weeks
of her favorite show Scandal are missing. Only last week’s episode is still
available. What is the resolution?
3. The customer calls in saying AutoHop is not working for last night’s
episode of NCIS on CBS. What is the resolution?
CLOSING 0:03
156
KEY POINTS
TOPIC DETAILS
PrimeTime Anytime Features
(PTAT) + Records all Big Four networks: ABC, CBS, FOX and NBC using a single tuner
+ Reduces conflicts
+ Records up to 8 days of content days without impacting hard drive space
Restrictions/Limitations
+ Only on available channels and receivers
+ Only records automatically during prime time hours
+ PTAT Recordings automatically deleted after 8 days
+ Feature must be enabled
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings > PrimeTime Anytime
(PTAT) - XiP/ZiP Receivers
24/7 PrimeTime Features

Anytime
+ View all Big Four Networks (ABC, CBS, FOX, NBC) using a single tuner
+ Always enabled, even when PrimeTime Anytime is disabled
+ Content does not record automatically outside of PrimeTime Anytime hours
+ Recording timers will need to be set up
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings > PrimeTime Anytime
(PTAT) - XiP/ZiP Receivers
AutoHop Features
+ Automatically skip commercials with a single action
+ Enjoy your favorite shows without sitting through commercials
+ PrimeTime Anytime must be enabled to use this feature
+ Not available for live events (i.e. news, special events, sporting events)
+ Certain networks require a delay on the availability of AutoHop
+ Usually available the day after a show airs (varies by network and market)
- Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey etc.) > Features: Recordings,
Timers, Apps..+ > Using AutoHop to Skip Commercials on a XiP/ZiP Receiver
157
Participant Guide
RECEIVER
DVR Issues
TOPIC H:MM
Introduction 0:02
DVR Issues 0:15
Application: Role Play 0:15
Closing 0:03
Total 0:35
v2.5.0 159
NOTES
INTRODUCTION 0:02
+ Sometimes customers experience issues with their DVRs

+ It is important to customers to be able to record their favorite shows, as this
creates a better customer experience
+ By the end of this training, you will be able to:
- Identify root causes of DVR issues
- Assist customers with resolving these issues preventing them in the
future
DVR ISSUES 0:15
ROOT CAUSES
DVR issues can stem from three different root causes. Each cause will have
different symptoms that will help you diagnose the issue. These root causes
are:
+ Hard Drive Functionality
+ Equipment Education
+ Signal Loss
HARD DRIVE FUNCTIONALITY
Some issues with the DVR can be caused by a problem with the hard drive
itself.
DVR or external hard drive storage space is full
+ Customers can’t record anything else
+ To resolve, have customers:
- Delete old recordings
- Switch to/add a new exter nal hard drive
160
NOTES
Hard drive failure
+ 311 Hard Drive Failure pop-up message
+ Unable to pause, stop, rewind, and record while watching live TV
+ All recordings are lost
+ To check for recent issues, have customers:
- Check box D or F on the Diagnostics/System Info One screen,
depending on the receiver family
- XiP/ZiP: Menu a Settings a Diagnostics a Status
- ViP: Menu a 6 a 1 a 3
The 311 pop-up has an option that will allow the customer to continue
watching live TV, so some customers may not have the pop-up on-screen
EQUIPMENT EDUCATION
Sometimes, customers will need additional education on how to use their

equipment to solve common problems. These are a few of the possible
symptoms they may mention:
+ Can’t find a particular show they recorded
+ PrimeTime Anytime recordings are missing
+ Ending of a show cuts off
In some instances, these issues will be a technical issue with the receiver. In
other cases, it may be tied to another cause. Refer to the Missing – Recordings/
Timers category in Flows App for correct troubleshooting steps.
SIGNAL LOSS
If a customer experiences signal loss while a program is being recorded, this

issue will be reflected on the recording during playback.
+ Customers may experience:
- Black screen
- Pixilated screen
- Signal loss pop-up
+ Explain to the customer how signal loss can affect recording
Receiver: DVR Issues 161

NOTES
APPLICATION 0:15
ROLE PLAY
Instructions
Working with your partner:
+ Observe demo scenario
+ Role-play DVR Issues
+ Time to complete role-plays: 10 mins
Roles
Each participant will play one role and swap roles after each scenario.
ROLES DESCRIPTIONS
Agent + Use Flows App and Customer Learning Environment (CLE)
+ Resolve your customer’s issue
Customer + Use the information provided to answer any questions
+ Check off items the agent completes
+ Provide feedback for strengths and opportunities after the
role play
Debrief
1. Kanye can’t rewind on his Hopper during live TV when he’s been watching
a single channel for a while. What could this be a symptom of?
2. Kim is unable to view a MasterChef episode that aired two weeks ago on
Fox. She claims to see only last week’s episode. What do you tell her?
3. Taylor is mad that her recording of her performance at the 2015 Video
Music Awards is pixilated when she plays it back. What should you tell her?
162
NOTES
CLOSING 0:03
Receiver: DVR Issues 163

KEY POINTS
TOPIC DETAILS
Hard drive + Hard Drive Failure may mean the receiver needs to be replaced
functionality + Check status in Box F on the System Info One/System Status screen
+ Use 311 error code flow in Flows App
+ Lost DVR recordings cannot be retrieved
+ If DVR or external hard drive is full, further programming cannot be recorded
+ Delete old recordings/switch to new external hard drive to resolve issue
Missing recordings If a customer is missing one or more recordings, the following Flows App flows should be
used to resolve:
+ Missing All Recordings
+ Missing Multiple Recordings - PTAT Only
+ Missing One Recording Only - Beginning or Ending of Recording - Non-PTAT Only
Signal loss Signal loss during a recording will result in playback issues.
+ Error message may not show – could just be pixilation or black screen caused by signal
loss
+ Refer to Flows App for correct troubleshooting steps if signal loss is still occurring at time
of call
164
Participant Guide
RECEIVER
Recording Backup Options
TOPIC H:MM
Introduction 0:02
DVR/External Hard Drive 0:20
Hopper to Hopper Transfers 0:10
Closing 0:03
Total 0:50
v2.5.0 165
NOTES
INTRODUCTION 0:02
+ In some cases, customers may use an external hard drive to record shows
rather than a DVR
+ It is important to know when this recording option is recommended and
why, in order to assist customers with their recording needs
+ By the end of this training, you will be able to identify instances in which
an external hard drive will benefit the customer and educate the customer
about how to record shows using this option
EXTERNAL HARD DRIVE 0:20
WHAT IS IT?
What is an external hard drive (EHD) and how is it different from a DVR?
+ Solutions > ViP/SD Receivers (722, 922...) > Setting Up & Disconnecting >
Setting Up and Disconnecting a ViP Receiver
+ Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Setting Up & Disconnecting
> Receiver to External Hard Drive (EHD)
+ An EHD is a portable storage device that can be attached to compatible
receivers through a USB connection
+ While DVRs are not meant to be mobile, EHDs can add mobility to a
customer’s setup
+ EHDs typically have high storage capacities which:
- Expand the existing storage space of a DVR
- Add DVR capability (211 family/Wally)
WHEN IS IT RECOMMENDED?
There are specific situations where an EHD is recommended. For customers

who would like their system to have more mobility and/or DVR recording
space, it can be a great option. These situations include when:
+ Performing an add swap/install
+ More DVR space is needed
+ DVR capability needs to be added to a 211 family receiver or Wally
166
NOTES
WHERE TO GET
Not all customers will know where to get an EHD. Customers who would like to
purchase one can do so in the following ways:
+ From DISH (compatible with supported receivers)
- mydish.com a Upgrades a Products a Expand DVR Storage
- Agent
- On-site technician
+ From a third-party seller (compatibility may vary)
HOW TO INSTALL
To connect the external hard drive to the receiver:

+ Advise the customer the EHD may need to be reformatted once plugged in,
so they should back up any existing content or use a different EHD if they do
not want to lose anything
+ Plug in the USB cord
ADDING AND ACCESSING CONTENT
Moving recordings to an external hard drive can save storage space on the
receiver so it can record even more.
This can also be useful in situations where the customer wishes to save
recordings they would like to keep from a receiver that is being replaced.
+ Customers can move content to or from a receiver using an EHD, or access

content on an EHD via a receiver.
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings > Access
Recordings on XiP/ZiP Receivers
- Solutions > ViP/SD Receivers (722, 922...) > Recordings > ViP/SD
Receivers - Access Recordings
Receiver: Recording Backup Options 167

NOTES
HOPPER TO HOPPER TRANSFERS 0:10
OVERVIEW
DISH allows customers to transfer DVR recordings directly between Hoppers

using an ethernet connection.
+ Does not require an EHD purchase
+ Can be useful in situations where the customer is replacing their Hopper
due to an upgrade or return for exchange and wishes to save their
recordings, but does not want to purchase an EHD
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings > Transfer
XiP/ZiP Recordings
- Solutions > ViP/SD Receivers (722, 922...) > Recordings > ViP/SD
Receivers - Delete/Edit/Transfer Recordings
REQUIREMENTS AND LIMITATIONS
There are specific requirements which must be met in order for the recordings
to be transferred successfully. Both Hoppers must be:
+ Connected to a power source.
+ Directly connected with an ethernet cable
There are also certain instances where the Hopper to Hopper transfer feature
will not work.
+ If the original Hopper has a hard drive failure, the data has been corrupted
and cannot be recovered or transferred
+ If the original Hopper has a power failure, the transfer cannot be completed
because the data cannot be accessed
Important Do NOT recommend this feature for customers who

experience power and/or hard drive failure.
+ The Hopper to Hopper transfer feature:

- Only transfers recordings
- Timers and folders not transferred
168
NOTES
APPLICATION 0:15
Q&A
Instructions
+ Use Knowledge App to answer the questions
1. John recently had Error 311 on his 722k receiver. Would you recommend he
get an External Hard Drive to transfer his recordings off of this 722k since
he is getting a replacement soon?
2. Paul wants to take the external hard drive he has connected to his 612
and connect it to his 211k receiver on the same account. Will he have any
problems doing this?
3. George purchased an EHD to use with his Hopper. The EHD he purchased is
1 Terabyte (TB), supports USB 2.0 and does not have its own power supply.
Will this EHD work with our equipment?
4. Ringo has a Tailgater and is upset that he can’t use a DVR with it. What
solution would you recommend for this problem?
5. How can a customer purchase a compatible EHD through DISH?
CLOSING 0:03
Receiver: Recording Backup Options 169

KEY POINTS
TOPIC DETAILS
EHD + An external hard drive (EHD) - portable storage device that attaches to compatible
receivers through a USB connection
+ Adds mobility, more storage space
It is recommended for: + Add/Swap
+ To add more DVR space
+ To add DVR to 211 family receiver or Wally
EHDs can be + On mydish.com
purchased: + Through an agent
+ From a technician on site
+ From a store that sells external hard drives
EHD Setup + Advise the customer the EHD may need to be reformatted
+ Plug in the USB cord
+ Plug the EHD’s power supply into a power outlet
+ XiP/ZiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Set Up/Disconnect:
Receiver to Internet, Add/Swap..+ > Disconnecting XiP/ZiP Receivers
+ ViP: Solutions > ViP/SD Receivers: 922, 722, 211, etc > Set/Up Disconnect: Receiver to TV,
Adding Content to an + Content can be moved to an EHD from XiP/ZiP and ViP receivers
EHD + XiP/ZiP: Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings > Access Recordings
on XiP/ZiP Receivers
+ ViP: Solutions > ViP/SD Receivers (722, 922...) > Recordings > ViP/SD Receivers - Access
Recordings
Accessing Content on + Content can be accessed via XiP/ZiP and ViP receivers
EHD + Accessing content on a 2nd Hopper is the same process as accessing EHD content
+ XiP/ZiP: Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings > Access Recordings
on XiP/ZiP Receivers
+ ViP: Solutions > ViP/SD Receivers (722, 922...) > Recordings > ViP/SD Receivers - Access
Recordings
Hopper to Hopper + Content can be moved between Hoppers which are directly connected with an ethernet
Transfers cable
+ XiP/ZiP: Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Recordings > Transfer XiP/ZiP
Recordings
+ ViP: Solutions > ViP/SD Receivers (722, 922...) > Recordings > ViP/SD Receivers - Delete/
Edit/Transfer Recordings
170
Participant Guide
AUTHORIZATION
Issues
TOPIC H:MM
Introduction 0:02
Authorization Issues 0:10
Closing 0:03
Total 1:00
v2.5.0 173
NOTES
INTRODUCTION 0:02
+ There are two situations when receivers display a message stating the
receiver is not authorized to receive programming
+ Differentiating between the two situations is important to resolve these
issues efficiently
+ By the end of this module, you will be able to resolve authorization issues
using Flows App
AUTHORIZATION ISSUES 0:10
CAUSES
Authorization issues can originate either on customer accounts or receivers.
ORIGIN CAUSES POSSIBLE REASONS

Account Receiver/smartcard + Customer provided the wrong
numbers in Customer numbers to enter
App + Previous agent typed the wrong
numbers in
Receiver not active + Has not been activated
+ Is disabled
Hard or soft disco + Account past due
Not subscribed to + Customer is unaware of
correct package programming they subscribe to
+ A free preview has ended
Receiver Outdated software + Receiver not connected to signal and
power for an extended period
Receiver malfunction + Occurs for various reasons
174
NOTES
SYMPTOMS
The symptom for an authorization issue is most commonly a pop-up message

or missing channel(s) from the guide.
Follow along in Flows App to view the details for authorization issues.
Authorization pop-ups:
- 013/014
- 005
- 124
- 129/128
- 207
- 371
TROUBLESHOOTING PROCESSES 0:15
SENDING HITS
+ A hit is an authorization command from the satellite to the receiver

+ There are three types of hits that are used for various reasons
+ Normal Hits are the most common used in troubleshooting
+ After sending a Hit, confirm the issue is resolved:
- Was the missing channel/information restored?
- Can the customer now locate the channel they wanted?
Authorization: Issues 175

NOTES
UPDATE SOFTWARE
+ Software is updated via satellite automatically when a receiver is in Standby

Mode
+ Customer’s software versions should always match the current version for
their receiver
+ After updating a receiver’s software, confirm the issue is resolved:
UPDATE EQUIPMENT INFORMATION
Edit Receiver/Smartcard Numbers

Receiver and smartcard numbers in Customer App a Equipment tab must
match the customer’s in-home equipment.
+ These numbers usually only need to be updated when adding or replacing
equipment on an account
+ When an account has a pending receiver RA, you will be able to verify the
new receiver’s information from the Equipment tab, and then activate it
+ Numbers can be found on the receiver’s system information screen or
printed near the barcode on the bottom of the receiver or smartcard
+ After updating a receiver’s equipment numbers to match, confirm the issue
is resolved
Edit Equipment Status

Equipment status in Customer App a Equipment tab must be active in order
for customers to receive their programming.
+ Disabled equipment on an account will not provide programming
+ Pending equipment will not provide programming until it has been
activated
+ After updating a receiver’s status, confirm the issue is resolved:
176
NOTES
APPLICATION 0:25
In this activity, you will practice using your tools to resolve authorization issues.
ROLE PLAY
Instructions
+ Role play authorization issue scenarios
CLOSING 0:03
Authorization: Issues 177

TOPICS DETAILS
Authorization Accounts
Issues + Incorrect receiver/smart card numbers
+ Disabled receivers
+ Hard or Soft Disco
+ Not subscribed to the programming
Receiver
+ Outdated software
+ Malfunctioning receiver
Troubleshooting + Use Flows App on every tech call

+ Complete steps in order
+ Symptoms that pertain to authorization issues are:
- 013/014
- 005
- 124
- 129/128
- 207
- 371
- Missing Guide/Channels a (specific symptom)
178
Participant Guide
AUTHORIZATION
Missing Channels
TOPIC H:MM
Introduction 0:02
Programming Restrictions 0:15
Digital Rights Management 0:10
Customer Settings 0:10
Flows App 0:10
Closing 0:03
Total 1:15
v2.5.0 179
NOTES
INTRODUCTION 0:02
+ Occasionally, customers cannot locate a channel they expect to be available

for viewing
+ Missing channel issues can result from a variety of causes, and you will
need to assist customers in resolving the issue or explaining why the
programming is unavailable
+ By the end of this module, you will be able to ask effective questions to
identify and resolve missing channel issues
PROGRAMMING RESTRICTIONS 0:15
OVERVIEW
Programming restrictions can cause a customer to experience missing

channels. Programming restrictions include:
+ Sports blackouts
+ Adult programming restrictions
SPORTS BLACKOUT
Occurs when a sports event that was scheduled to be televised is not aired in a
particular market
+ Due to contractual agreements between sports leagues, programming
distributors and the programming providers
- Example: Commonly, a blackout will occur when a professional sports
league prohibits an event from being televised locally if the event did
not sell out all its tickets
+ Customers will see an outage message on screen when a sports blackout
occurs
- Attention 011
- Attention 012
180
NOTES
FINDING SPORTS
Often a game blacked out on one channel will be available to view on another
DISH or local broadcast channel.
+ Occasionally games will not be broadcast in HD; customers may see one of
two things on their screen:
- Customers may see an outage message on screen instructing them to
check back to see if their game is being aired
- Check to see if game is available on SD channel
- Knowledge App > App Library > Game Finder
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > XiP/ZiP Apps > Finding
Live Content with Game Finder on a XiP/ZiP Receiver
+ Use Game Finder to determine if the event is available on another channel:
- ViP: Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Features:
Recordings, Timers, PiP..+ > DishHOME
- Xip/ZiP:Solutions > Programming > On Demand, Streaming, and Pay-
Per-View > Restricted Adult Programming by State
- mydish.com: mydish a My Account a Game Finder
ADULT PROGRAMMING RESTRICTIONS
+ Some states, cities, and counties restrict the option to order adult
programming
+ Channels with restricted programming will not appear in the guide
+ If necessary, inform customers about the restrictions in their areas
- Solutions > Programming > References: 4K, Adult, Digital Rights... >
Adult Programming
Authorization: Missing Channels 181

NOTES
DIGITAL RIGHTS MANAGEMENT 0:10
OVERVIEW
+ Digital Rights Management (DRM) is a term used to describe different

methods of content protection
+ Pay-TV providers are required to apply DRM protection to select content to
prevent piracy
+ Customers may describe these DRM restrictions as a missing channel or
recordings
TYPES OF DRM
Solutions > Programming > References: 4K, Adult, Digital Rights... > Digital
Rights Management
Restrictions + Events can only be saved up to 6 months

LIMITED RECORDING
+ There is a 24 hour window in which events must

be watched before playback expires
Content Select PPV or On Demand content
Affected
Indicators + Customers will see notification pop-ups when
ordering
+ “Attention 892” displays when an expired event
is selected
Restrictions Events cannot be saved for later viewing
RECORDING
DISABLED
Content Select PPV or On Demand content

Affected
Indicators “No Recording” will display in yellow on the PPV
order and confirmation screens
Restrictions + Requires HDCP compatible TV and HDMI cable
PROTECTION (HDCP)
HIGH-BANDWIDTH
DIGITAL CONTENT
+ Prevent content from being played on devices

which may be able to copy HDCP content
Content Programs that enforce HDCP
Affected
Indicators + “Attention 890” or “Attention 894”
+ Verify HDCP compatibility in the System Info 2
screen
182
NOTES
CUSTOMER SETTINGS 0:10
SETTINGS THAT CAUSE MISSING CHANNELS
Another possible cause of missing channels is related to customer settings.

+ Wrong favorites list
- Customer is on a different favorites list that doesn’t include the
expected channel(s)
- Help the customer by explaining how to switch favorites lists
- Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Settings: Display,
Accessibility, Parental Controls..+ > Create/Modify/Favorites Lists on an
XiP/ZiP Receiver
+ Guide Settings: HD/SD
- Guide settings may be set to HD only or HD/SD
- If content is only available on SD (often sporting events), check to make
sure guide settings are HD/SD
Accessibility, Parental Controls..+ > Removing Duplicate SD Channel
Listings on an XiP/ZiP Receiver
+ Parental settings
- Set up to lock and hide channels from the guide
- Help the customer by explaining how to manage parental settings
Accessibility, Parental Controls..+ > Parental Controls on XiP/ZiP
Receivers
- Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Settings: Display,
Audio, Parental Controls..+ > Parental Controls
! Use STB Health a Settings tab or Smart Connect to check:
- Which favorites list is selected

- HD/SD settings
FINDING PROGRAMS
In addition to the causes listed above, some customers may require help on
how to search for the programming they want.
+ Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings,
Timers, Apps..+ > Using Search to Find Content on an XiP/ZiP Receiver
Authorization: Missing Channels 183

NOTES
FLOWS APP 0:10
Flows App has flows for troubleshooting missing channel issues that address
possible causes of missing channels discussed in this module as well as others.
+ Missing - Local Guide/Channels a After Pressing Up/Down
+ Missing - Non-Local Guide/Channels a Incorrect Channel Appears after
Pressing Channel Number Buttons
APPLICATION 0:25
Instructions
+ Role play troubleshooting scenarios
+ Time to complete role plays: 20 mins
Roles
Each participant will play one role and swap roles after each scenario.
ROLES DESCRIPTION
Agent + Use Customer Learning App (CLE), Flows App, and
Knowledge App
+ Resolve your customer’s issue
Customer + Use the information provided to answer any questions
+ Check off items the agent completes
+ Provide feedback for strengths and opportunities after the
role play
CLOSING 0:03
184
KEY POINTS
TOPIC DETAILS
Programming + Sports blackout
restrictions
- Occurs when a sports event that was scheduled to be televised is not aired in a particular
market
- Customers will see an outage message on screen when a sports blackout occurs
(Attention 011 or 012)
+ Use Gamefinder tools to determine if the event is available on another channel:
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > XiP/ZiP Apps > Finding Live Content
with Game Finder on a XiP/ZiP Receiver
+ Adult programming restrictions
- Solutions > Programming > References: 4K, Adult, Digital Rights... > Adult Programming
Digital Rights + Customers may describe DRM restrictions as a missing channel or recording
Management
- Limited Recording (Limited Playback)
- Disabled Recording
- High-bandwidth Digital Content Protection (HDCP)
+ Solutions > Programming > References: 4K, Adult, Digital Rights... > Digital Rights
Management
Customer settings + Wrong favorites list

+ Parental settings
- Solutions > ViP/SD Receivers: 922, 722, 211 etc. > Settings: Display, Audio, Parental
Controls..+ > Parental Controls
- Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Settings: Display, Accessibility,
Parental Controls..+ > Parental Controls on XiP/ZiP Receivers
+ Finding programs
- Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings, Timers,
Apps..+ > Using Search to Find Content on an XiP/ZiP Receiver
185
Participant Guide
CONNECTIVITY
ViP
TOPIC H:MM
Introduction 0:02
ViP Connectivity 0:20
Closing 0:03
Total 0:45
v2.5.0 187
NOTES
INTRODUCTION 0:02
+ ViP connectivity issues occur when a ViP receiver has problems connecting
to the Internet
+ Understanding how connectivity works will make it easier to resolve related
customer issues
+ By the end of this training, you will be able to educate customers on
why they should connect their ViP receiver to the Internet and resolve
connectivity-related issues
VIP CONNECTIVITY 0:20
BENEFITS OF CONNECTIVITY
There are several features ViP receivers have that are only available when the
receiver is connected to the Internet or phone line.
FEATURE BENEFIT INTER- PHONE

NET LINE
On + Allows customers to access content on X
Demand their receiver or content from provider
websites
+ Solutions > Programming > On
Demand, Streaming, and Pay-Per-View
> Video On Demand and Live Channel
Streaming
Create and + Via DISHAnywhere.com customers can X
Manage create, manage, and delete timers on
Timers their DVR
Online + Solutions > DISH Anywhere
188
NOTES
FEATURE BENEFIT INTER- PHONE
NET LINE
STB + System Commands X X
Health - Agents can take over the
customer’s receiver for certain
troubleshooting steps
+ Able to see:
- How the receiver is connected to
the Internet
- If an HDMI cable is used
- TV2 channel
- Remote address
+ Solutions > Tools and References >
Tool Overviews > STB Health
Receiver + Solutions > ViP/SD Receivers X X
Applications (722,922,211...).+ > Features:
Recordings, Timers, PiP..+ > DishHOME
Customer + Order PPV through receiver X X

Support + Pay bills through the receiver
+ Change programming through the
receiver
Caller ID + If available, shows the name and X
phone number of the incoming caller
on the TV screen
+ Requires a caller ID subscription
through the customer’s home
telephone provider
Connectivity: ViP 189

NOTES
WAYS TO CONNECT
Fill in the chart below using the following links:

CONNECTION SETUP WHAT DOES IT

TYPE CONNECT TO?
Ethernet Internet
Wireless Adapter
Phone Cable
190
NOTES
APPLICATION 0:10
PROMOTE

+ Write in the lines below how you would promote connections for your
customers
+ Focus on connecting what your customer might say to the potential
benefits of connecting
+ Then, discuss your answers with your class
+ Customer cues
- “I really like movies”
- “I get a lot of phone calls”
- “I wish I could watch my shows when I want to”
+ Potential connects:
- Internet
- Phone
CLOSING 0:03
Connectivity: ViP 191

KEY POINTS
TOPIC DETAILS
Benefits + On Demand
+ Create and manage timers online
+ IP Takeover and STB Health
+ Interactive applications
+ Customer service
Ways to Connect There are multiple ways to connect a ViP receiver to the Internet
+ Ethernet cable
+ Wi-Fi adapter
+ Powerline BB adapter
+ PhonEx
+ Powerline phone adapter
+ How to connect
- Solutions > ViP/SD Receivers: 922, 722, 211, etc > Set/Up Disconnect: Receiver to TV,
- Solutions > ViP/SD Receivers: 922, 722, 211, etc > Set/Up Disconnect: Receiver to TV,
192
Participant Guide
CONNECTIVITY
Home Video Networks
TOPIC H:MM
Introduction 0:02
The Home Video Network 0:10
Linking Joeys 0:05
Hopper IP Connectivity 0:10
Closing 0:03
Total 0:55
v2.5.0 193
NOTES
INTRODUCTION 0:02
+ XiP/ZiP receivers connect to each other using the Home Video Network
+ (HVN) and a variety of different devices
+ The HVN allows both DISH video and data to be distributed to all the XiP/ZiP
receivers in an installation
+ By the end of this module, you will be able to:
- Explain how the HVN distributes video and data to XiP/ZiP receivers
- Connect XiP/ZiP receivers to the Internet
HOME VIDEO NETWORK 0:10
The Hopper uses the HVN to distribute information from the LNB and the
Internet to the Joeys.
+ The HVN uses a technology called Multimedia over Coax Alliance (MoCA) to
pass this information along
+ MoCA is the industry standard for technology that allows audio, video, and
data to be:
- Passed simultaneously through a single coax cable
- Received by the Host (Hopper) which reformats it into a language the
Client (Joey) can understand
MOCA REQUIREMENTS
The MoCA connection requires RG6 coaxial cable from the LNB to the Hopper.
+ RG-6 is a special satellite grade of coax
+ The copper core in RG-6 coax cable is larger than RG-59 coax cable
+ Supports the required frequencies used for data and video transmission
- RG-59 coax cable only supports 650MHz-875MHz, typically used for
video
- RG-6 coax cable supports 50MHz-3000MHz, typically used for data
+ Joeys (except Super Joeys) can be connected using RG-59 coax cable which
is less expensive, but not as good of a quality
+ DISH standard is to use RG-6 coax cable, but customers may have RG-59
coax cable already in their homes
194
NOTES
OTHER SIGNAL FLOW DEVICES
DEVICE DESCRIPTION
+ Combines 3 band-translated satellite feeds from a DPP
+ LNB or switch into 2 triple-stacked Dish Pro Extreme
(DPX) feeds
Solo Node
+ Used in a 1 Hopper system to carry signal over the HVN
to up to 3 Joeys
Allows each Joey to access the tuners on the Hopper
Duo Node + Combines 3 band-translated satellite feeds from a DPP
LNB or switch into 2 triple-stacked Dish Pro Extreme
(DPX) feeds
+ Used in a 2 Hopper system to carry signal over the HVN
to up to 4 Joeys
+ Allows each Joey to access the tuners on the Hopper
Hopper Broad- + Redistributes the Internet connection from the
band Connec- customer’s router to all XiP/ZiP equipment on the HVN
tor (HBC) + Can be used to connect Wireless Joey Access Point to
the Hopper, but the HBC will no longer provide Internet
to the receivers if used this way
Tap + Accesses the HVN signal from the coax cable between
the Hopper and the node
+ Carries the HVN signal to the client port which could be
a Joey or the Hopper Broadband Connector
Integrator Connects a Super Joey’s 2 tuners to the satellite signal and
integrates the Super Joey into the HVN
Isolator Creates a separate HVN for dual-Hopper installations by
isolating the signals between Hoppers and Joeys
Terminator Used to close off any To Client ports that are not being
used on a Duo Node to keep data inside a HVN
Connectivity: Home Video Networks 195

NOTES
LINKING JOEYS 0:05
+ Joeys can receive information from both Hoppers in a two Hopper system,
but they can only link to one at a time
- Change the Hopper that the Joey is linked to from the Whole Home
screen
- Solutions > XiP/ZiP Receivers (Hopper, Wally...) > Setting Up &
Disconnecting > Joey to Hopper and Wireless Access Point
+ The Whole Home Setup screen will show which Hopper that a Joey is
connected to.
- On the receiver: [Menu] Settings a Diagnostics a Whole Home
- Green with a check mark = Linked
- Red with an X = UnLinked
- Move cursor to desired Hopper to link or unlink from the Joey location
- Select save
HOPPER IP CONNECTIVITY 0:10
Connecting the Hopper to the Internet increases the Hopper’s functionality

and the content available.
+ Connect the Hopper to the Internet using:
- Ethernet cable directly connected
- Internal Wi-Fi (Hopper 3, Hopper with Sling, and Hopper Duo)
- External Wi-Fi adapter (Hopper)
- Hopper Broadband Connector (HBC)
- Knowledge > XiP/ZiP Receivers (Hopper, Wally...) > Setting Up &
Disconnecting > Receiver to Internet and Phone Service
+ When connected to the Internet, XiP/ZiP equipment is able to access several
popular apps
- Knowledge > XiP/ZiP Receivers (Hopper, Wally, Joey etc.) > Features:
Recordings, Timers, Apps..+ > XiP/ZiP Receiver Features and Applications
BRIDGING
The Hopper can allow the Joey to access the Internet through bridging.
+ Internet access for Joeys
- Shared when bridging is enabled on the Hopper
- Restricted when bridging is disabled on the Hopper
+ Necessary for Joeys to access applications that require connectivity such as
196
NOTES
Pandora
+ Bridging should not be used:
- When the installation has a HBC because the HBC will distribute the
Internet connection to the Joeys
- If the router does not support bridging (always check if the router is
compatible prior to attempting bridging)
ACTIVITY 0:15
Instructions
With your group:
+ Take turns completing the tasks below
- Use Knowledge App to find out how to do the task (when applicable)
- Use the equipment in the room
- Write the answers in your book
1. What are some benefits of connecting a Joey to the internet?
2. What needs to be enabled on the Hopper to allow a Joey to be connected

to the internet?
3. What are some reasons that a Joey might not be connected to the internet?
CLOSING 0:03
this training. Ask questions if anything is unclear
Connectivity: Home Video Networks 197

KEY POINTS
TOPIC DETAILS
Home Video Network + Allows Hopper to take information from the LNB and the Internet and distribute it to the
(HVN) Joeys
+ Uses a technology called Multimedia over Coax Alliance (MoCA) to pass this information
along
- The MoCA connection requires RG6 coaxial cable from the LNB to the Hopper
Linking Joeys + New Joeys need to be linked to the Hopper via the Install Wizard
+ Allows the Joey to have access to the information on the Hopper
+ In a two Hopper system, Joeys can only link to one at a time
- - The whole Home Setup Screen will show which Hopper that a Joey is connected to
Hopper IP + Increases the Hopper’s functionality and the content available.
Connectivity + The Hopper can be connected to the Internet using different equipment
+ Internet access for Joeys
- Shared when bridging enabled on the Hopper
- Restricted when Bridging disabled on the Hopper
+ Necessary for Joeys to access applications that require connectivity such as Pandora
198
Participant Guide
RECEIVER
Joeys
TOPIC H:MM
Introduction 0:02
Overview 0:05
Joeys 0:20
Application: Web Hunt 0:15
Closing 0:03
Total 1:20
v2.5.0 199
NOTES
INTRODUCTION 0:02
+ Joey receivers access content from the Hopper creating a Whole Home DVR
experience
+ Each of the several Joey types serves to provide specific solutions to
different customers
+ By the end of this module, you will be able to explain the benefits of
different Joey types and resolve related problems
OVERVIEW 0:05
REVIEW
1. What are a few ways that a Joey is different from other receiver types?
2. What is the benefit of having Joey receivers?
3. Why do we call the Joey a “client” and the Hopper its “host?”
4. What are 3 things the Hopper has that the Joey can access?
TYPES
There are several Joey types, including:

+ Wired Joey
+ 4k Joey
+ Super Joey
+ Wireless Joey
200
NOTES
JOEYS 0:20
WIRED JOEY (1.0/2.0/3.0)
Features
Wired Joeys are clients that connect to the host/Hopper with a coax cable.
They are the most common Joey type.
+ Wired Joey 3.0
+ Wired Joey 2.0
+ Wired Joey 1.0
+ Wired connection to Hopper

+ Internal remote control antenna
+ Detachable stand
- Joey can be placed vertically in the stand
Features
- Stand can be mounted to the wall or a TV wall
mount
+ Hardware: Solutions > XiP/ZiP Receivers (Hopper, Wally,
Joey, etc.) > XiP/ZiP Receiver Overviews > Wired Joey
(1.0/2.0/3.0)
+ More reliable connection prevents interference
Benefits + Less expensive option, only requires monthly receiver
fee
Ideal For + Have or are willing to run coax cable

Customers + Do not need additional tuners
Who: + Want DISH service in an additional room
+ Solutions > Plans and Offers > Existing Customer
Offers > Change Receiver - Receiver Upgrades and
Configurations
Business Rules + One-time fee of $50 for Loyalty Star 1 customers
+ Monthly Receiver Fee: $7
+ 3 Wired Joeys per Hopper
Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey, etc.) >
Setup Set Up/Disconnect: Receiver to Internet, Add/Swap..+ >
Setting Up XiP/ZiP Receivers
receiver: Joeys 201

NOTES
4K JOEY
Features
4K Joeys are clients that connect to the host/Hopper. They are used for a
customer that wants 4K programming at more than one TV.
Features + Wired connection to Hopper

+ Internal remote control antenna
+ Bluetooth Internal
+ No Stand
Joey, etc.) > XiP/ZiP Receiver Overviews > 4K Joey
Benefits + More reliable connection prevents interference
+ 4K capable
+ Less expensive option, only requires monthly receiver
fee
Ideal For + Have or are willing to run coax cable
Customers + Do not need additional tuners
Who
+ Want 4K service in an additional room
Business Rules + Solutions > Plans and Offers > Existing Customer
Configurations
+ One-Time fee of $50 for upgrade
Setup Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey, etc.) >
Set Up/Disconnect: Receiver to Internet, Add/Swap..+ >
Setting Up XiP/ZiP Receivers
202
NOTES
SUPER JOEY
Super Joeys give flexibility to customers who watch or record more than the 3
tuners a Hopper, or Hopper w/ Sling will allow.
+ Adds 2 additional tuners

- Can be used on any receiver in the customer’s MoCA
network
Features + Internal remote control antenna
+ Power cable is not removable
Joey, etc.) > XiP/ZiP Receiver Overviews > Super Joey
Benefits + Expands watching and recording capability
Ideal For + Have 4 or 5 TVs in their home

Customers + Want additional tuners
Who + Want DISH service in an additional room
+ Solutions > Plans and Offers > Existing Customer
Configurations
Business Rules + One-time fee of $100 for Loyalty Star 1 customers
+ Requires an integrator with installation
+ Initial installation needs to be completed by tech
Setup + Solutions > Signal Flow > Devices and Diagrams > In the
Home Diagram
receiver: Joeys 203

NOTES
WIRELESS JOEY
Wireless Joeys give customers the option to have DISH service in rooms where
it would be difficult or inconvenient to run coax cable.
+ Connect to the Hopper over a wireless network
+ Can be susceptible to wireless signal interference
Features + Internal remote control antenna
+ Hardware: Solutions > Signal Flow > Devices and
Diagrams > In the Home Diagram
Benefits Does not require a wired connection to the Hopper
+ Are unable or do not want to run coax cables to the Joey
receiver
Ideal For + Want the flexibility of being able to move receivers
Customers around the home
Who
+ Do not need additional tuners
+ Want DISH service in an additional room
+ Solutions > XiP/ZiP Receivers (Hopper, Wally, Joey, etc.) >
XiP/ZiP Receiver Overviews > Wireless Joey
+ One-time fee of $25 for upgrade
Business Rules + Monthly Receiver Fee: $7
+ Requires a Wireless Joey Access Point from DISH (no
charge for this equipment)
+ 3 Wireless Joeys per Hopper
+ Creates a private network that is only used by the

Wireless Joey and connects it to the Hopper
+ Does not require an Internet connection
- It creates its own internal network
- No other devices can connect to this network
Wireless Joey + A customer can have up to 2 Wireless Joey Access Points
Access Point in their installation
- Must be purchased and installed by DISH
+ Must be connected to the Hopper or HBC with an
Ethernet cable
+ Each Wireless Joey Access Point can support 3 Wireless
Joeys
+ Initial installation needs to be completed by a tech

Setup + Solutions > Plans and Offers > Existing Customer
Configurations
204
NOTES
TROUBLESHOOTING 0:35
HOST OR CLIENT
Because of the special host/client relationship that Hoppers and Joeys share,
many issues that appear to be from the Joey are actually from the Hopper.
Fill in the boxes with an X in the column for Hopper or Joey based on where
the core issue is occurring and write a brief explanation why.
PROBLEM
ACTUALLY WHY?
OCCURRING
HOST CLIENT
SIGNAL ISSUES
DVR PROBLEMS
INTERNET
CONNECTIVITY
ISSUES
REMOTE ISSUES
VIDEO - BLACK
SCREEN - GUIDE
DOES APPEAR
VIDEO - BLACK
SCREEN - GUIDE
DOES NOT
APPEAR
JOEY OVER
HEATING
receiver: Joeys 205

NOTES
SCENARIOS
Instructions
+ Use Knowledge App and Flows App to determine if the problem is occurring
at the Hopper or the Joey
1. Paige says her Joey has a message that says Complete Signal Loss 015 with
a signal code 11-11-11.
Host/Hopper Client/Joey
How do you know the core issue is at that location?
2. Randy says that his Joey’s screen says “unusable signal” and he can’t watch
any DISH TV.
3. Earlier, Daniel was able to pause and rewind while watching TV on his Joey.
Daniel is now trying to watch the same show as before at his Joey, but is
unable to pause and rewind.
4. Sasha says her Joey remote does not work.

206
NOTES
5. Dean says he is unable to use any of the apps from his Wired Joey.
6. Becky says the screen in the room with her Joey is black, and the guide
does come up when she presses the Guide button.
HEAT
Often Joeys are returned to DISH because customers say they are hot and
assume they are malfunctioning. Depending on the severity of the symptom,
this can be completely normal and often is not a technical issue.
+ Joeys run at a hotter temperature than other receivers because
- They do not have internal fan
- There is no hard drive
- The internal components are able to tolerate higher temperatures
+ A normal Joey may be hot to the touch and this may concern customers
SYMPTOM SOLUTIONS
Customer + Follow Flows App Receiver: Wired Joey > Receiver is hot
states Joey + Educate the customer that Joeys can tolerate a higher
is hot operating temperature
+ To reduce the temperature, the customer can:
- Move electronic equipment away from the Joey
- Move the Joey to a well ventilated area
- Place the Joey vertically in the stand (Wired Joey only)
Warning 355 + Follow Flows App flow

Message + Per Flows App, don’t setup a tech visit unless the customer
has seen this message multiple times in the last 60 days
receiver: Joeys 207

NOTES
John says that his receiver is hot when he touches it, but he has not seen any
error messages and his Joey seems to be operating normally.
Choose the best resolution.
a. Tell John his Joey is malfunctioning.

Tell John that the Joeys do not have an internal fan because they do
b. not have a hard drive and its internal components are able to with-
stand higher temperatures.
c. Assure John that this is normal and that Joey’s are always hot.
What will you do next?
a. Make sure John understands that it is normal for his Joey to be hot.
b. RA the Joey for John and read the disclosures: Receiver RA - Set up.
Ensure John’s Joey is moved away from other devices in a well venti-
c.
lated area and have him place it vertically in the stand.
SPECIFIC ISSUES BY JOEY TYPE
There are common issues specific to each Joey type.

Super Joey Missing Super Joey Tuners
+ Cause: the Hopper is unable to detect the Super
Joey on the MoCA network
+ Flows App a Receiver: Super Joey a TV Activity
Screen a Missing Super Joey Tuners
+ Flows App a Receiver: Super Joey a
Symptom: TV Activity Screen a Super Joey Tuners
Display “Acquiring Data”
Wireless Joey Pixelated (Broken into Squares)

+ Per Flows App: check if the wireless signal strength is
strong enough for video
+ Check if the Quality field displays in green
208
NOTES
APPLICATION 0:15
WEB HUNT
Instructions
+ Find answers for the items below using Knowledge App
+ Time to complete Web Hunt: 10 mins
1. Can other Joeys installed with a Super Joey access the 2 additional tuners?
2. What kind of cables can you use to connect the Wireless Joey to the TV?
3. Including PrimeTime AnyTime how many channels can you record or watch
using a Super Joey in an XiP setup?
4. How many Wireless Joeys can the Wireless Joey Access Point support?
5. What receiver(s) are required for a customer to add any Joey to their
account?
6. How much does it cost to purchase a Wireless Joey Access Point?
receiver: Joeys 209

NOTES
7. What is the monthly fee for a Super Joey?
8. Which Joey(s) do not have a removable power cable?
9. What kind of cable is used to connect the Hopper to the Wireless Joey
Access Point?
10. Which Joey can be set up vertically or horizontally in its stand?
11. When should a Super Joey be recommended?
12. Your customer’s new puppy chewed up the remote antenna from his
Hopper, why does his Wired Joey remote still work?
CLOSING 0:03
210
TOPICS DETAILS
Wired Joey (1.0/2.0/2.0)
+ Wired Joeys are clients that connect to the Host/Hopper with a coax cable
- Wired Joey 2.0 and 3.0 are compatible with ZiP receivers (Hopper 3)
- Wired Joey 1.0 is compatible with XiP receievers (Hopper, Hopper w/Sling)
4K Joey
Joeys + 4K capable
Super Joey
+ Super Joeys give flexibility to customers who watch or record more than the Hopper’s 3 tuners
will allow
+ Wireless Joeys give customers the option to have DISH service in rooms where it would be
difficult or inconvenient to run coax cable
+ Require a Wireless Joey Access Point
Many issues that appear to be from the Joey are actually from the Hopper due to the host/client
Host/Client
relationship
+ Lacking a DVR and the need for an internal fan, Joeys often run hotter than other receivers by
Heat design
+ Flows App Receiver: Wired Joey  Receiver is hot
Super Joey
+ Missing tuners
Specific Issues Wireless Joey
+ Flows App may require you to check if the wireless signal strength is strong enough for video
+ If the power adapter is the issue, RA the entire Wireless Joey, when instructed by Flows App
211
Participant Guide
RECEIVERS
Hoppers
AGENDA H:MM
Introduction 0:03
Live TV 0:05
DVR 0:10
Navigation 0:10
Application 0:30
Closing 0:02
Total 1:00
v2.5.0 213
NOTES
INTRODUCTION 0:03
+ Our Hopper receivers—Hopper, Hopper Duo, Hopper w/Sling, and

Hopper 3—improve the customer experience and gets DISH closer to being
number one in customer experience
+ It’s important to understand what features that only Hoppers have in order
to help our Hopper customers accurately
+ By the end of this module, you will be able to promote Hopper features to
help customers with these receivers navigate quickly and easily
LIVE TV 0:05
We understand most of our customers just want to watch live TV. The
experience on the Hopper adds several features to make this experience even
better:
+ Simplified top banner
- Program title
- Channel
- Time left
+ Enhanced bottom banner
- Real-time based progress bar when rewinding or fast-forwarding
- Record current or multiple episodes
- Direct link to OnDemand content
+ Improved popular features
- Six channel recall
- Tuner Management through the TV Activity Screen
- Timed parental control
- Easy-to-update favorites lists
Timers, Apps..+
What is your favorite feature about the live TV and how can you promote it to
customers?
214
NOTES
DVR 0:10
FEATURES
For many of our Hopper customers, the content on their DVR is just as
important as live TV. We wanted to make this experience easier to navigate and
find what they really want to watch:
+ Enhanced search
+ Tab organization to move between DVR screens
- Recordings
- Schedules
- Timers
- Trash
+ Organization of episodes by season and episode
+ Binge-watch by playing the next episode immediately after the current one
Timers, Apps..+
Timers, Apps..+ > Using Search to Find Content on an XiP/ZiP Receiver
Timers, Apps..+ > Binge Watching
What is your favorite feature about the DVR and how can you promote it to
customers?
Receivers: Hoppers 215

NOTES
NAVIGATION 0:10
MENU
The Hopper brings customization to every customer’s TV experience. We

wanted to bring the most relevant content to some of the screens customers
use the most.
+ Home screen brings most relevant content based on your viewing
- OnDemand
- On Now
+ Top picks
+ Sports and movie recommendations
INFO AND HELP
Customers with Hoppers have more information available to them than on any
of our other receivers.
+ More program information
- Summary
- Cast
- Reviews
- Episodes
- Parental Guide
+ On Now
- Age recommendations
- Ratings
+ Help Overlay
- Access through #
- Provides navigation options
Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > XiP/ZiP Receiver
Overviews > Hopper 3
What is your favorite feature about the navigation and how can you promote it
to customers?
216
NOTES
APPLICATION 0:30
RACE
Instructions
Working as a team:
+ Take turns going to the front of the class and navigating to the correct
screen
- Have your team help by looking up Knowledge App articles
- Write the path down in the space provided for each task
+ Try to get the most points by navigating to the right place in under 30
seconds
- 1 point for completing the task in under 30 seconds
- 1 point for saying the path if neither team can navigate
+ The team with the most points at the end wins
1. Check how many Tuners are in use.
2. Create a Favorites list from the guide and add a channel.
3. Set up locks for ESPN (channel 140) using password 1111.
4. Enlarge the guide font.
5. Enable Closed Captioning.

NOTES
6. Unlock ESPN (channel 140) for six hours.
7. Change the channel to Nickelodeon (170 or 171) and set the program to
record all new episodes.
8. Change timer default to start two minutes early and end five minutes late.
9. Edit the most recent timer to only keep seven recordings.
10. Delete a recording and empty the trash.
11. Access the help overlay for the guide.
12. Update PrimeTime Anytime to record only CBS, or everything but CBS
depending on what is currently selected.
13. Update the function of the Volume & Mute buttons to control the auxiliary
devices’ volume.
14. Change the start time of all timers to begin 5 minutes early.
15. Turn off the Shared Viewing and TV Enhancements notifications.
218
NOTES
16. Adjust the screen by nudging it to the left two times.
17. Enable bridging on the receiver.
18. Pull up the Diagnostic screen:
19. View the receiver’s signal strength.
20. Access the location in the menus where you would reset the Hopper.

CLOSING 0:03

KEY POINTS
TOPIC DETAILS
Live TV + Simplified top banner
+ Enhanced bottom banner
+ Improved popular features
DVR + Enhanced search
+ Tab organization to move between DVR screens
+ Organization of episodes by season and episode
+ Binge-watching enabled by playing the next episode immediately after the current one
Navigation + Menu
- Home screen brings most relevant content based on your viewing
- Top picks
- Sports and movie recommendations
+ Info and Help
- More program information
- On Now
- Help Overlay
220
Participant Guide
CONNECTIVITY
PPV Events and On Demand
TOPIC H:MM
Introduction 0:02
Content Review 0:15
Common Problems 0:10
Closing 0:03
Total 0:50
v2.5.0 221
NOTES
INTRODUCTION 0:02
+ Many customers enjoy the convenience of On Demand and Pay-Per-View

Events
+ Occasionally, customers may have issues ordering or watching these videos
+ By the end of this module, you will be able to:
- Use your tools to explain the difference between the types of On
Demand and PPV events
- Resolve related issues
CONTENT REVIEW 0:15
PPV
Ordering a Pay-Per-View event:
+ Unlocks a channel for a specific block of time with programming that starts
and ends at scheduled times, such as boxing matches or one-time Midnight
Lounge events.
+ For available events and start times use Knowledge App > App Library >
On Demand Movies, Pay Per View Events and Adult Content a Pay Per View
Events tab
On Demand
Unlike PPV, On Demand content is not tied to a single viewing window and
there is both free and for-purchase content. There are five different types of On
Demand content, all with their own specifications:
+ For information on On Demand content, use Solutions > Programming > On
Demand, Pay-Per-View, & Streaming > Video on Demand and Pay-Per-View
TYPE ACCESS EXAMPLE

Hard Drive VOD 1 or 501
IP VOD On Demand >Movies
SVOD On Demand > All
Movies or All TV Shows
ODS On Demand >

Browse by Channel
> Subscription On
Demand shelf
On Demand 502-535
222
NOTES
Movies for Purchase
Movies for purchase are a type of On Demand content, but customers buy
ongoing viewing access to the movies and there are no viewing limitations.
+ Troubleshooting steps can be found under the “Movies for Purchase”
symptom category of Flows App
Instructions
+ Find answers for the questions below using the Video On Demand and Live
Channel Streaming and Video on Demand and Pay-Per-View Knowledge
App articles
1. Which ordering methods are available for channels 502-535?
2. What does “Limited Recording” mean?

3. What’s the difference between SVOD and ODS? Give an example of each.

4. PIA accounts can only order which type of IP VOD content?
5. With Hard Drive VOD, how quickly is content available after ordering?
6. A customer calls in because they’re having trouble with a movie they’re

watching. Which jump start questions could you ask to determine if they’re
watching an On Demand movie?

connectivity: PPV Events and On Demand 223

NOTES
COMMON PROBLEMS 0:10
There are several common problems that customers may encounter while
watching PPV and VOD events.

+ Open account provided by instructor
+ Access Mock Research mode of Flows App
- CLE Account: Martinez (3129811076) / Opano (4247001085)
+ Use the provided error code and/or symptoms to find the solution
ERROR CODE SYMPTOM SOLUTION OR FLOW
Ordered PPV Event, but

915 received a message saying to
call DISH
Ordered IP VOD, but it is stuck

1021
on the download screen
Ordered an On Demand
movie 30 min ago using the
N/A IVR and the receiver is still
asking them to order the
movie
789a Can’t watch IP VOD
On Demand movie keeps

N/A
freezing during playback
On Demand movie plays, but

N/A
the quality is poor
The On Demand ordering

892
screen says “No recording”
224
NOTES
APPLICATION 0:20
AROUND THE ROOM
Instructions
+ Compete to identify and resolve the customer’s issue
+ On your turn, you can either:
- Ask the customer (trainer) a question about the issue
- Resolve their issue
- Pass to the next person
+ You are eliminated from the game for:
- Repeating a question that’s already been asked
- Guessing the wrong issue
- Providing the wrong solution
+ Time to complete roleplays: 15 mins
CLOSING 0:03
connectivity: PPV Events and On Demand 225

KEY POINTS
TOPIC DETAILS
HD VOD, IP VOD, & SVOD There are three main types of Video on Demand: Hard Drive Video on Demand (HD
VOD), Internet Protocol Video on Demand (IP VOD), and Subscription VOD (SVOD).
+ HD VOD
- Downloaded from the satellite feed to the receiver’s hard drive
- Plays immediately after ordered
- Info screen shows Order ID
+ IP VOD
- Downloaded from the Internet to the receiver’s hard drive (it becomes an HD
VOD)
- Takes a few minutes to download enough to play, depending on the Internet
speed
- Info screen shows download speed
- Once an IP VOD is completely downloaded, it becomes an HD VOD
+ SVOD
- Downloaded from the Internet to the receiver’s hard drive (it becomes an HD
VOD)
- Takes a few minutes to download enough to play, depending on the Internet
speed
- Info screen shows download speed
Common Problems + Unable to Order
- Check PPV order limit
- Check Internet connection
+ Buffering
- Due to Internet connection speed
- Can wait several minutes for IP VOD to download before watching
+ PPV/HD VOD not playing after ordering
- Authorization issue
- Check desk alerts
- Troubleshoot as missing channel
+ Cannot watch IP VOD
- Check Internet connectivity
+ Video freezing, video quality, or cannot record PPV
- Use Flows App flows
226
Participant Guide
MOBILE
DISHAnywhere
TOPIC H:MM
Introduction 0:02
Overview 0:05
Authorization 0:05
Tools 0:10
Application 0:45
Closing 0:03
Total 1:10
v2.5.0 227
NOTES
INTRODUCTION 0:02
+ DISH Anywhere can be accessed through an app, website, or Fire TV and is

used to deliver on demand, recorded shows, and live television wherever
the customer goes
+ You’ll receive calls asking how to use DISH Anywhere and calls from
customers having trouble
+ You’ll need to be ready to assist these customers and ensure they have a
great customer experience with our App and website
OVERVIEW 0:05
WHAT IT IS
DISH Anywhere allows users to:

+ Watch On Demand Content
+ Watch Recorded Content
+ Set DVR Timers
+ Manage All DVR Capabilities
+ Manage mydish.com Account
+ Watch Live TV and DVR Recordings Online
+ Manage Live TV using the virtual remote
Solutions > DISH Anywhere
FEATURES
Features and functionality of DISH Anywhere vary by receiver type.

+ Use the grid to check feature availability before troubleshooting a missing
feature
Solutions > DISH Anywhere > Features: Choosing Content, Managing

Recordings..+ > DISH Anywhere Overview and Features
228
NOTES
TOOLS 0:10
Check off the primary use of each tool as you discuss them
USAGE
TOOL TROUBLESHOOTING CUSTOMER EDUCATION
DISH Anywhere >
Features (Choose
Content, Manage
Recordings...) > q q
Manage Recordings
on DISH Anywhere
DISH Anywhere >
Features (Choose
Content, Manage q q
Recordings...) >
Chromecast
Flows App q q
DISH Anywhere >
Features (Choose
Content, Manage
Recordings...) > q q
DishAnywhere
Mobile App
Mobile: DISHAnywhere 229

NOTES
APPLICATION 0:45
HANDS ON
Instructions
+ Complete the following hands-on tasks
- Use Knowledge App to find out how to do the task
- Perform the task using the equipment in the room
+ Time to complete the tasks: 25 mins
DEVICE TASK DONE
Set up a timer on one of the receivers q

Computer
(dishanywhere. Choose a different receiver q
com)
Delete a scheduled recording q
Add a show to your watchlist q
Locate the Recordings settings for the receiver
on the account q
Check which team(s) are currently selected
under“My Teams” q
Mobile
Navigate to the virtual remote q
Locate parental controls q
Play/Resume a live event q
230
NOTES
TEACH BACK
Being able to teach concepts to others is a great gauge of your understanding.
Instructions
+ Prepare a presentation to teach back your group’s feature to the class
+ Presentation must describe the feature and how you might promote it to
customers
+ Time to prepare presentation: 7 mins
+ Time to present topic: 3 mins
FEATURE: Watch Authorized Content

FEATURE: Watch Live TV

Mobile: DISHAnywhere 231

NOTES
FEATURE: Set DVR Timers

CLOSING 0:03
232
KEY POINTS
TOPIC DETAILS
+ DISH Anywhere allows users to watch content, manage their DVR, mydish.com account
DISH Anywhere + Features and functionality of DISH Anywhere based on receiver type
+ DISH allows authorization of up to 5 devices at once

+ Customers can authorize and deauthorize individually at each device or manage all
Authorization
devices at dishanywhere.com
+ Only 1 device at a time can watch live or recorded content on the DVR
You will support DISH Anywhere with a variety of tools:

+ Knowledge App
- DISH Anywhere How To’s
Tools - DISH Anywhere Features
- Home Pages
- MyDISH Takeover
+ Flows App
233
Participant Guide
SIGNAL
OTA
TOPIC H:MM
Introduction 0:03
Locals Review 0:10
OTA Antenna Review 0:25
OTA Offer 0:15
Application 0:20
Closing/Questions 0:02
Total 1:15
v2.5.0 235
NOTES
INTRODUCTION 0:03
DISH is constantly looking for innovative ways to improve our customers’

experience. We’ve launched a series of Over-the-Air (OTA) antenna offers to
customers in select areas as a solution to receive local channels. By the end of
this training, you’ll be able to:
+ Describe the key points of locals, OTA antenna solutions, and the OTA Offer
+ Locate OTA antenna information in Knowledge App, Flows, and Customer
App
LOCALS REVIEW 0:10
With DISH, customers can choose if they want to pay for local channels, receive
them for free, or remove them altogether.
+ The antenna can be purchased, or eligible customers can redeem an offer
for a free antenna
+ Customers may not understand how much content they actually receive on
their local channels
+ Discuss what content will be removed to avoid frustration or future contact
from customers
+ Removing locals should be a reactive offer, not proactive
Review:
+ List the categories of local channels/events that customers receive via locals,
aside from news programming.
236
NOTES
OTA ANTENNA REVIEW 0:25
OTA OVERVIEW
An OTA antenna is an external component, installed inside or outside a

customer’s home, that allows them to watch local channels without needing to
subscribe through a provider like DISH.
+ Outdoor: Tech visit required to mount outdoor external antenna
- Most recommended option and the only free option available to eligible
customers
- Antenna is attached on or near the dish and will require additional
wiring
- Outdoor antennas provide the best chance for picking up all four major
local networks (ABC, NBC, CBS, FOX)
+ Indoor: Antenna ships to customer and they set it up themselves
- Possible option for customers who do not want a truck roll or do not
have access to their roof
+ HD Programming:
- Available when connected to a compatible HD receiver, HDTV, HD cable,
and an HD broadcast signal
+ OTA Adapter (separate from the antenna)
- Required for use with Hopper and Wally-family receivers
- An adapter is included with a free OTA antenna
- Joeys will receive OTA signal from a connected Hopper
+ Compatible Receivers:
- Compatibility varies, so check Knowledge App
- Locals can be viewed on multiple TVs with a Hopper Whole Home DVR
system
Practice:
+ Soutions > Additional Services & Products > OTA - Over-the-Air > OTA Sales,
Equipment, and Compatibility
+ Explain the compatibility of the OTA to a customer who has one Hopper and
two Joeys.
Signal: OTA 237

NOTES
SIGNAL
+ The channels that are available are dependent on the customers’ location
relative to the local antennae in the area
+ Signal strength varies by type of antenna, location, and obstructions (trees,
buildings, etc)
+ Customers in eligible Designated Market Areas (DMAs) will be pre-qualified
and should receive all four major local networks with the outdoor antenna
solution
+ Technician will check for signal during installation
BENEFITS
Share the benefits of an OTA antenna solution with customers so they can
make an informed choice about making the switch.
+ An OTA antenna is not the same as a ‘bunny ears’ antenna. The technology
is much better now
+ Switching to an OTA antenna and choosing to drop locals will save $12 per
month
+ An OTA antenna may provide the customer with more local channels than
they currently receive
+ Locals received through the OTA antenna can be integrated into Hopper-
family receivers, allowing channels to appear in the guide
+ With an OTA antenna integrated with a Hopper w/ Sling or Hopper 3,
customers can watch/record two local channels at once
- There are two tuners available for DVR recording on an integrated OTA
antenna
+ Channels received through an OTA antenna are not subject to takedowns
Practice:
+ Pitch your top two benefits to a customer and phrase your answer as if you
were speaking to a customer
238
NOTES
LIMITATIONS
We want customers to be aware of limitations with an OTA antenna. Before

disclosing the limitations, ask questions about the features your customer uses
with questions like:
+ Do you use the DVR for your local channels?
+ Do you use the feature that skips commercials?
+ Do you use Video On Demand for local channels?
+ Do you use timers for your local channels?
+ Do you use the DISH Anywhere app for your local channels?
+ Are you aware we will be installing additional equipment and wiring on
your home?
If your customer answers “yes,” here are some of the specifics:

+ Live local content can be viewed on DISH Anywhere with the OTA antenna,
the channels are scanned in and will act like an authenticated local
- Signal strength will determine if DISH Anywhere works and we don’t
guarantee it
+ Customers will still be able to record and access recordings later with
integrated receivers
+ PrimeTime Anytime, Autohop, and Video On Demand features will not be
available
+ Eligibility for an OTA does not guarantee adequate signal strength at the
customers home for any particular local station
+ An outdoor OTA antenna will be installed near the dish with additional
wiring
+ There are package restrictions:
- Locals cannot be removed from Welcome Pack and Básico (DISH Latino)
+ If a customer is dissatisfied, they can always add locals back to their DISH
account
Practice:
+ Kristin is concerned about watching This is Us on her Dish Anywhere app if
she switches to an OTA antenna (she has a Hopper 3).
+ Phrase your response as if you were speaking to a customer.
Solutions > Additional Services & Products > OTA - Over-the-Air > OTA Sales,
Equipment, and Compatibility
Signal: OTA 239

NOTES
OTA OFFER 0:15
At DISH, we are constantly evaluating customer eligibility to receive an OTA

signal in their home. This means OTA antennae are offered:
+ Free to select customers
- Pre-qualified customers in eligible DMAs only
- For a limited time only, offers vary and are subject to change
+ Free to select customers after they accept a Hopper Upgrade offer
+ Full price
You’ll receive calls where you’ll pitch the OTA Offer to eligible customers in
specific markets. Rely on your tools when handling these calls.
+ Verify the offer appears in the Recommendation Tool
+ Proactively talking about takedowns can cause your customer to worry
unnecessarily, so talk about the many benefits of an OTA antenna instead
+ Cover the benefits and considerations of the solution to ensure the offer is
right for your customer
CUSTOMER APP
+ Check the Reco Skittle to see if a customer is eligible for a free OTA Antenna
+ In the event of a takedown, OTA Offers will be listed in the Takedown Offers
under the Extras section of Customer App
+ Follow the steps in Knowledge App to complete the transaction: Solutions
> Installations & Orders > Work Order How-Tos > Change/Remove Core
Package or Add OTA Work Order
SPECIAL CIRCUMSTANCES
If you see a Hopper Upgrade + OTA offer in the Reco Skittle:

+ You must offer both because the account will not qualify for an outdoor OTA
antenna without a Hopper Upgrade
+ You will be able to add the OTA antenna and it will show up in the OTA Offer
tree in Customer App
240
NOTES
APPLICATION 0:20
AROUND THE ROOM
Instructions
Working on with your class:

+ Go around the room and respond to potential customer questions. Describe
where you would look to find the information
1. “What is an OTA?”

2. “How easy is it to install?” (Customer is eligible for an outdoor OTA antenna)
3. “Is it ugly?”

4. “What channels will I get?”

5. “Can I get HD programming?”
Signal: OTA 241

NOTES
6. “How much does it cost and where can I buy this?”
7. “I have the Welcome Pack and would like to cancel my locals.”
CLOSING 0:02
242
TOPIC DETAILS
+ When discussing the prospect of removing locals, ensure customers know what content
Locals Review they may lose without an OTA antenna option
+ Use Locals and OTA Overview page in Knowledge App
+ An OTA antenna is an external component installed inside or outside a customer’s home
that allows them to watch local channels without subscribing to them through their
OTA Review television provider
+ Signal strength varies by type of antenna (outdoor preferred), location, obstructions, etc.
+ OTA antennas have benefits and limitations to take into account
+ Verify the offer appears in the Recommendation Tool
+ Offer is based on eligibility
+ We may offer an Outdoor OTA at full price, a discount, or free
OTA Offer + Solutions > Programming > TV Packages and Channels > Change/Remove Core Package
or Add OTA Work Order
+ Use your tools for special circumstances
243
Participant Guide
SERVICES
RAs
AGENDA H:MM
Introduction 0:02
RA Overview 0:15
eSales 0:05
Closing 0:03
Total 0:40
v2.5.0 245
NOTES
INTRODUCTION 0:02
+ Proper troubleshooting significantly reduces unnecessary RAs, saving DISH

a lot of money
+ Maintaining strong troubleshooting and reducing unnecessary RAs keeps
customer satisfaction high and lowers your Return Authorization Create Rates
+ By the end of this training, you will be able to summarize the RA process and use
your tools and follow flows to reduce your Return Authorization Create Rates
RA OVERVIEW X 0:15
Answer the following questions as you progress through the RA Overview

Video.
1. What does manufacturing do before testing a receiver?
2. How long is a receiver plugged in before going through the tests?
3. What is part of the mission for manufacturing?
4. What do we recycle tons of every year?
246
NOTES
ESALES 0:05
RETURNS
Overview
+ eSales is a tool to support the purchase/exchange/return of accessories
+ You will access eSales through Customer App by going to Store a Products
+ Customers will use MyDISH – Order From Store
Knowledge App Flows

+ The online store is the most convenient way for a customer to manage
exchanges and returns
+ If you must do it for them, you will follow the instructions on Knowledge
App
Solutions > Installations and Orders > Returns and Exchanges > Equipment
Return/Exchange
Solutions > Installations and Orders > Returns and Exchanges > Return
Purchased Item for Refund/Credit
MyDish
Follow along with your trainer as you review the path a customer takes for
common tasks in the eSales tool.
+ Return an item
+ Exchange an item
Services: RAs 247

NOTES
APPLICATION 0:15
HANDS ON
Instructions

+ Complete the tasks below
+ Use Solutions > Installations and Orders > Returns and Exchanges >
Equipment Return/Exchange
+ Access Customer Learning Environment (CLE) using the account info
provided
+ Time to complete task: 5 mins
Name: Carl Martinez

Phone: 312-981-1076
TASK COMPLETE
Create a Return Authorization for a Hard Drive/DVR problem
with the 722 receiver q
Answer the following questions as a class:

1. Do you think there is any difference for creating a remote RA?

2. What do you do if a customer wants a different type of remote?

3. If there are two receivers on the account and you are unsure what model
was being discussed what should you ask before the RA is created?
248
NOTES
1. What should be verified before every RA is finished?
2. Why is that verification important?
CLOSING 0:03
Services: RAs 249

KEY POINTS
TOPIC DETAILS
RA + Testing takes 2-4 hours to let receivers reach operating temperature
+ All RAs are tested for full functionality regardless
+ Remanufactured equipment are tested for full functionality before going out to the field
250
Participant Guide
SERVICE
Tech Visits
TOPIC H:MM
Introduction 0:02
Closing 0:03
Total 0:40
v2.5.0 251
NOTES
INTRODUCTION 0:02
CBT 0:55
Instructions
- T2: Tech Visits
+ Complete the CBT
CLOSING 0:03
252
Participant Guide
TECH
RSMI
TOPIC H:MM
Introduction 0:02
Repeat Signal & MoCA Issues 0:15
Handling RSMI Calls 0:10
Application 0:30
Closing 0:03
Total 1:00
v2.5.0 253
NOTES
INTRODUCTION 0:02
+ Customers experiencing Recurring Signal MoCa Issues (RSMI) have to

contact us too many times before their issue is resolved
+ Using flows will decrease Customer Experience Minutes (CXM7) and provide
customers with a timely resolution to their issue
+ By the end of this module, you’ll be able to confidently identify and solve
RSMI situations using Flows App
REPEAT SIGNAL & MOCA ISSUES 0:15
ASSISTING CUSTOMERS
+ After customers contact a T2 or T3 agent with a tecnical issue, the agent

goes through signal loss or MoCA flow which tags the customer’s account
for RSMI
+ If customers call back with the same signal or MoCA issue, Flows App adjusts
the Signal/MoCA flow and you set up the RSMI truck roll as the resolution
CUSTOMER EXPERIENCE EFFECT
When you set up an RSMI tech visit you improve the overall customer
experience because:
+ Customers receive a long-term solution for RSMI
+ Technician visits are free
+ Technicians perform an end-to-end check of their system, fixing any issues
+ Technicians perform an end-to-end check of their system, fixing any issue
they come across like cabling or re-pointing the dish
AGENT EXPERIENCE EFFECT
When you set up an RSMI tech visit you improve your experience because:
+ RSMI calls reduce CXM for customers
- You schedule the tech visits on your call, preventing repeat calls adding
to your CXM
- You decrease the time spent re-troubleshooting
+ RSMI doesn’t affect your R&R rate
+ A quick solution positively impacts Shared Voice of Customer (SVOC) metrics
254
NOTES
What is most effective about the RSMI flow? Why?
HANDING RSMI CALLS 0:10
KEY STEPS
1. Recognize that you are in an RSMI situation by identifying either of the

images below in Flows App. These are your primary clues.
2. Acknowledge that your customer has experienced this issue before

3. Follow Flows App, asking basic troubleshooting questions
4. Schedule a free technician visit and remind the customer that this visit will
fix their issue
! Some customers may ask for an immediate solution. If they do, use the
talking points below.
KEY TALKING POINTS
+ Acknowledge that the situation is frustrating

+ Advise your customer that the tech visit is the only way to fix the issue long-
term and it must be scheduled first
+ Only perform additional troubleshooting steps when directed by Flows App
+ Remind your customer that even if the troubleshooting is successful, it’s
only a temporary solution
+ Identifying signal loss or MoCA situations in Flows App is

Key Point
critical to solving your customer’s issue promptly
Tech: RSMI 255

NOTES
Why is it necessary to schedule a tech visit before performing additional
troubleshooting?
APPLICATION 0:30
LISTEN
Instructions
+ Listen to each of the calls, using the following prompts to record feedback
for each call:
- “The agent did (this behavior) well…”
- “Next time, they should try…”
+ Be prepared to discuss your answers
+ Total time to complete activity: 15 mins
Call #1

Call #2

256
NOTES
WRITE YOUR OWN SCRIPT
Instructions
+ Write a script of what you would say to your customer using the following
scenario:
- A customer contacts you, citing a loss of signal
- Using Flows, you’ve identified that you are in an RSMI situation
- The customer is frustrated and wants to focus on troubleshooting the
problem
+ In your script, be sure to:
- Acknowledge the customer’s frustrations
- Clearly state why a tech visit must be scheduled first
- Schedule the tech visit
+ Time to complete script: 5 mins

SHARE SCRIPT
Instructions
+ Read your script to your partner
+ Listen to feedback from your partner, framed by the following talking
points:
- “You did (this behavior) well…”
- “Next time, you should try…”
+ Implement your feedback by re-writing your script above
+ Total time to share: 10 mins
Tech: RSMI 257

NOTES
CLOSING 0:03
Flows will effectively identify customers that need an RSMI truck roll as a
resolution.
+ These calls will have a positive impact on customer experience.
+ In addition, agent metrics will be positively affected.
258
TOPIC DETAILS
+ The RSMI tag identifies customers experiencing a repeat issue so that a technician visit
can be scheduled to fix their issue permanently
+ When you set up an RSMI tech visit you improve the overall customer experience
because:
Repeat Signal & MoCA - Customers receive a long-term solution for RSMI
Issues
- Technician visits are free
- Technicians perform an end-to-end check of their system, fixing any issues
- Technicians perform an end-to-end check of their system, fixing any issue they come
across like cabling or re-pointing the dish
+ Identifying signal loss or MoCA situations in Flows App is critical to solving our
Handling RSMI Calls customer’s issue promptly
+ Use the talking points to address customer concerns
259
Participant Guide
TOOLS
My Appointments
AGENDA H:MM
Introduction 0:02
My Appointments 0:10
Workflow 0:05
Flows App Flows 0:05
Application: Quiz 0:05
Closing 0:03
Total 0:30
v2.5.0 261
NOTES
INTRODUCTION 0:02
+ With over 20,000 Tech Visits scheduled daily, DISH needs a good method of
updating customers on Tech Visit details
+ The My Appointments section of mydish.com makes it easy for customers to
find details about scheduled Tech Visits
+ By the end of this training, you will be able to assist customers with using
the My Appointments section of mydish.com
MY APPOINTMENTS 0:10
OVERVIEW
The My Appointments tab on mydish.com allows customers to view important

Tech Visit details on their account, including:
+ Status, date, and estimated arrival window
+ Reminder preferences and details
WHERE’S MY TECH
The Where’s My Tech section shows a map to give the customer an idea of
where their tech is located and what they look like one hour prior to their
estimated arrival window.
+ If available, the tech’s location will update every 60 seconds
+ Due to lack of cell coverage, the tech’s location may not be available or show
progress toward the customer’s home
+ Details in this section will not display for regional service providers or
subcontractors
+ Disclaimers about the information in this section can be found directly
below the map
ONE HOUR WINDOW
+ The one hour window is used to ensure that the customer receives the most
accurate information about the tech that will actually complete their job
+ If a tech’s previous appointment takes longer than anticipated, another
tech may be re-routed to ensure customers scheduled later in the day are
assisted during their appointment window
262
NOTES
COMMUNICATION
+ The disclosures for “Tech Visit - Set up/Reschedule” in Customer App include
using the Where’s My Tech feature to prevent Tech Visit status calls.
+ Customers will also receive reminders about referencing the My
Appointments tab in the automated phone call and email appointment
reminders they receive after scheduling a tech visit
WORKFLOW 0:05
When you receive calls about Tech Visit statuses:

+ Use the Tech Appointments page in App Library
+ Set proper expectations
- Focus on the estimated arrival time
- Do not focus on where the tech is located on the map
+ Prevent future calls by informing customers about the features available in
the My Appointments tab
FLOWS 0:05
Missing Technician
+ To resolve customers’ issues related to Where’s My Tech, you should use the
“Missing Technician” flow in Flows App
Tools: My Appointments 263

NOTES
APPLICATION 0:05
QUIZ
Instructions
+ Answer the following questions using the information provided in the
presentation
+ Use the “Missing Technician” flow to answer correctly
1. Joey wants to know why he can’t see his tech’s location on the map. What
should you inform him to resolve the issue?
2. Monica wants to know why she can’t see her tech’s location on the map.
What should you inform her to resolve the issue?
CLOSING 0:03
264
KEY POINTS
TOPIC DETAILS
My Appointments Displays information about Tech Visits including:
+ Status, date, and estimated arrival window
+ Where’s My Tech
+ Reminder preferences
Workflow + Use the Tech Appointments page in Apps Library
+ Set proper expectations
+ Prevent future calls by informing customers about the features available in the My
Appointments tab
Flows App + Use the “Missing Technician” flow when customers have issues related to Where’s My
Tech
+ Use the “Wants Different Technician” flow when customers want a different tech for any
reason
265
Participant Guide
ACCESSIBILITYOPTIONS
Equipment Features
TOPIC H:MM
Introduction 0:03
Accessibility Options 0:15
Visual and/or Hearing Impaired Tag Code 0:05
Closing 0:02
Total 0:40
v2.5.0 267
NOTES
INTRODUCTION 0:02
+ The Twenty-First Century Communications and Video Accessibility Act (CVAA)

updates federal communications law and imposes requirements to ensure
pay-TV navigation devices are made accessible to persons with disabilities
- The CVAA requires Pay-TV providers, like DISH, to make their products and
the support of those products accessible to customers with disabilities
- DISH offers additional accessibility options to make our services even
easier to use for customers who are hearing or vision impaired
+ The CVAA also imposes requirements to upgrade impaired customers without
compliant equipment at no cost and without increasing their monthly bill
- You will upgrade these customers at no cost by applying a tag code
+ Becoming familiar with these options will prepare you to educate customers
on how to access and use these enhanced equipment features
+ By the end of this training, you’ll be able to:
- Help customers access and enable accessibility options
- Upgrade customers to compliant equipment when necessary
ACCESSIBILITY OPTIONS 0:15

CUSTOMER CUES
What are some cues that indicate your customer is vision and/or hearing
impaired?
ACCESSIBILITY SUPPORT
You must be familiar with accessibility features just like any other receiver
option/feature. Customers will ask for them, and you need to be ready to help.
+ The accessibility menu will be available/supported on all Hopper family
equipment
DEMO
As a class, explore how each feature changes the user experience. Write the
name of each option as you learn about it
+ Customers will use the shortcut:
- 40.0 Remote – Red button twice
- 52/50 Remote – Options button twice
268
NOTES
WHO IT HELPS
ICON FEATURE WHAT IT DOES
IMPAIRED
HEARING
VISION
VISION
LOW
NO
On screen transcription
of program audio,
sometimes includes
descriptions of non- q q q
speech elements
(music/sound effects)
Listen to programs
with a narrative track
describing what is
happening
q q q
Enlarge the size of the

text on screen
q q q
Read aloud the text of

the guide and menus
q q q
Connect Bluetooth
audio devices such as
headphones, hearing q q q
aids, sound bars
Classic has more

contrast between
text and background q q q
colors, Modern has less
contrast
Accessibility, Parental Controls..+ > Accessibility
accesSibility options: Equipment Features 269

NOTES
ADDITIONAL ACCESSIBILITY SUPPORT
+ Vision impaired customers often use text to speech computer programs
such as JAWS (Windows), Voice Over (Mac), and orca (other) to read PDF
documents to them
- PDF documents on MyDISH are available to work better with these
software programs - the rest of the site will be largely unchanged (such
as the customer’s bill, as they could call or chat for more support)
- Updated PDFs include documents such as the receiver packout that
is used for replacing or setting up equipment and all how-to’s for
accessible equipment
- There is nothing specific you must do for this change, but your
customers may mention it
+ MyDISH.com will also have a page announcing the availability of accessible
receivers
+ Not all receiver apps support accessibility
APP ACCESSIBLE?
Gamefinder Yes
Customer
Yes
Agreements
TV Guardian Yes
Pandora Yes
What’s New Yes
Premium Showcase Yes
Mobile Quick Start Yes
Smart Home
Yes
Service
YouTube Yes
Weather/TWC Yes
Refer a Friend Yes
Weathernation Yes
PhotoShare No
DISH Perks No
Hopper Arcade No
XiP: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features:

Recordings, Timers, Apps..+ > XiP/ZiP Receiver Features and Applications
270
NOTES
VISUAL AND/OR HEARING IMPAIRED TAG CODE 0:05
TAG CODE
Apply the Visual and/or Hearing Impaired tag code.

+ This tag can be added in Customer App by toggling the selection under
Equipment > Equipment Preferences

NOTES
EQUIPMENT UPGRADES
SITUATION SOLUTION
Visual and/or hearing impaired

customer has compliant + Help customer enable accessibility options
equipment
+ Add the tag code if not already present

- The installer will relocate receivers as needed
+ Select a compliant model for your customer
- The recommended solution will provide a compliant solution at one
location in the home (this is the only solution the code provides at no
Visual and/or hearing impaired additional cost)
customer needs compliant - Like in the example above, you may be prompted to use a Wally in a ViP
equipment installation (an exception because we don’t normally allow mixed UI’s)
+ A credit card will still be required for leased equipment
+ There will be no commitment - make sure you read the CVAA version of the
disclosures
+ Disregard any increased monthly cost in pricer
- Billing and Credit will waive through an overnight process
272
NOTES
APPLICATION 0:15
Instructions

+ Complete the following hands-on tasks using the 54.0 remote
+ Each member of your group needs to complete at least one task as a
customer and one as an agent
+ Check the box after you complete each task
+ Swap roles after completing all tasks
+ Time to complete all tasks: 10 mins
Accessibility, Parental Controls..+ > Accessibility
Roles
Each participant will play one role and swap roles after each task.
ROLES DESCRIPTION
Customer + Face away from the TV
+ Complete the tasks as instructed without looking at the TV
or remote (close your eyes or use a blindfold)
Agent + Use Knowledge App to reference how to do each task
+ Instruct the customer on how to complete each task
without using any visual cues
Tasks
# TEXT TO SPEECH - ACCESSIBILITY FULL MENU PATH DONE
1 Press the Home button. q
2 Select Settings. q
3 Select Accessibility. q
4 Select Text to Speech. Text to Speech will turn on. q
5 With Text to Speech on, press the Guide button. q
6 Arrow to a show and press Select to view Live TV. q
7 Turn Text to Speech off for the next pair. q

NOTES
CLOSING 0:03
274
KEY POINTS
TOPIC DETAILS
Accessibility Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Settings: Display, Accessibility, Parental
Options Controls..+ > Accessibility
Other Accessibility xip: Solutions > XiP/ZiP Receivers: Hopper, Wally, Joey..+ > Features: Recordings, Timers, Apps..+
Support > XiP/ZiP Receiver Features and Applications
CVAA + The CVAA requires Pay-TV providers, like DISH, to make their products and the support of
those products accessible to customers with disabilities
- DISH has additional accessibility options to make our service even easier to use for
customers who are hearing or vision impaired
+ We need you to be tuned into the customers needs and when the customer says they have
a visual or hearing impairment:
- Help customers access and enable accessibility options
- Upgrade customers to compliant equipment when necessary
275
Participant Guide
TOOLS
Feedback Tool &
KPI/KSI Submissions
AGENDA H:MM
Introduction 0:02
Life cycle of a Known Issue Submission 0:30
Software Releases 0:10
Setting Expectations 0:10
Application: Q & A 0:20
Closing 0:03
Total 1:15
v2.5.0 277
NOTES
INTRODUCTION 0:02
+ Some product and service issues are not resolved by normal

troubleshooting, and these issues can be reported through Flows and
forums and tracked through the Known Issues Tool
+ Understanding how to provide relevant and sufficient detail to the Technical
Operations team is necessary in order for them to resolve issues
+ Understanding what happens after these issues are reported is necessary in
order to set proper expectations with customers
+ By the end of this training, you will be able to report issues for the Known
Issues Tool, set proper expectations with customers, and explain how
software releases correct known product issues
LIFE CYCLE OF A KNOWN ISSUE SUBMISSION 0:30
DEFINITION
Before discussing how known issues are reported and resolved, it is helpful to
understand what a known issue is:
+ A problem with a product or service that is not resolved through normal
troubleshooting that we are aware of and actively working to resolve
+ Issues that are not otherwise communicated through Knowledge App or
directly through Flows App steps
You also need to understand the difference between a product issue and a
service issue:
KNOWN Receiver Issues caused by equipment problems

PRODUCT
Mobile Issues with mobile viewing platforms/features
ISSUES
(KPI) Broadband Used by Dr DISH Senior agents
(equipment)
KNOWN Channel Issues occurring on specific channels
SERVICE (Linear channel, PPV, or VOD)
ISSUES
(KSI) dishNET Used by Dr DISH Senior agents
(Satellite and
Wireline)
278
NOTES
PROCESS
You are already familiar with using the Forums to research and report business
and tool issues.
As a Tech Support agent, understanding the life cycle of known product and
service issue submissions will help you better assist customers experiencing
these problems.
LIFE CYCLE DETAILS

Reporting Agents:
+ Gather information from customers
+ Report issues via the Flow or Forums
Investigation Technical Operations team:

+ Attempts to replicate the issue
+ Gathers necessary information
- Identifies additional details that may be needed to
resolve the issue
+ If validated, opens a new case
Escalation Technical Operations team:

+ Escalates the issue to Engineering or Uplink
+ Works to get a fix date or work around information
Resolution Technical Operations team (with support of Engineering and

Uplink) will work to achieve one of the following resolutions:
+ Post a fix date or workaround information in the Known
Issues Tool
+ Update tools to communicate revised workflow
+ Use software releases to resolve product issues when
possible
+ Partner with Uplink and/or channel provider to resolve
service issues
Tools: Feedback Tool & KPI/KSI Submissions 279

NOTES
CHECK FOR EXISTING KNOWN ISSUE
Check for a known product/service issue when directed by Flows App:

+ Separate step from reporting a new issue
+ Understand why checking the Known Issues Tool is important
- Issue may require additional feedback
- Providing all requested information gives DISH a better chance of fixing
the customer issue
- Clicking “+1” lets DISH know how often customers are being affected
- Failing to check the Known Issues Tool when directed by a flow is
detrimental to the customer experience
+ If there is an existing known issue
- Advise customer we are aware of the problem and are working on fixing
it
- If available, complete work around
- “+1” the applicable case ID
- If “fdbk” option displays, provide any feedback requested
! Do not roll truck or RA.
REPORT NEW ISSUE
Report a new product/service issue when directed by Flows App:

+ Only report the issue if it was not resolved by normal troubleshooting steps
within Flows App and when the issue is not already an open case in the
Known Issues Tool
+ Understand why detailed reporting to the Known Issues Tool is important
- Integral to identify and fix software issues and service outages
- Filling in all requested information gives DISH a better chance of fixing
the customers issue
- Reports helps other agents who encounter the issue
- Submitting reports without the requested information perpetuates a
negative customer experience
+ Refer to Knowledge App for details on reporting feedback: Solutions > Tools
& References > Tool Overviews > Known Issues & Product/Service Feedback
in Flows App
280
NOTES
REPORTING BEST PRACTICES
The key to creating a new issue report that leads to a successful resolution
is providing relevant and specific details that allow the Tech Ops team to
replicate the issue; this enables them to identify the cause of the issue or work
toward a resolution.
Flows app will provde a structured form to make it as easy and efficient as
possible to submit a new issue. In the event your Known Issue feedback
requires you to use the forums, consider the following.
PRODUCT ISSUES
DETAILS TO + Title of event, recording or PPV/VOD
INCLUDE + Time and date of event, recording, or PPV/VOD
+ Channel of event, recording or PPV/VOD (if applicable)
+ Error number or symptom description
+ Equipment issue is occurring on
- Receiver number
- Make and model of TV or router
+ Steps needed to replicate the issue (i.e. what was the
customer doing when the issue occurred?)
+ Workarounds used (if applicable)
EXAMPLES Good Hopper w/Sling Autohop won’t skip commercials
on CBS PTAT content; incorrectly asks customers to
enable Autohop on non PTAT recording. Completed
Autohop wont skip commercials flow without
resolution.
Bad Autohop wont skip commercials
SERVICE ISSUES
DETAILS TO + Title of event, recording or PPV/VOD
INCLUDE + Time and date of event, recording, or PPV/VOD
+ Channel of event, recording or PPV/VOD (if applicable)
+ Description of issue (i.e. vertical lines on picture, audio
drops in and out)
+ Dates and times the problem occurred (start and end)
+ If an EPG issue, time frame when information was
incorrect or missing, and what the customer saw instead
EXAMPLES Good On ESPN channel 140, between 5 and 7 PM, EPG
shows “Sports Center” but the actual program
playing is “30 for 30”
Bad Wrong guide on ESPN

NOTES
SOFTWARE RELEASE 0:10
FEATURE RELEASES
Known Product Issues are addressed through feature enhancement releases.

These releases:
+ Correct most known product issues
- Issues are prioritized and then reviewed for correction in upcoming
updates
+ Add features as they become available
+ Occur on an as-needed basis throughout the year
- Newer, more common receivers have more frequent releases
PHASES
Software updates are released in phases.

SOFTWARE FEEDBACK
ENHANCEMENT
RELEASE PHASES
1 Beta testers Reporting and surveys are collected and
incorporated into the next phase of the release
2 All DISHscribers Dish Forum comments are collected and
incorporated into the next phase of the release
3 All customers Product issues are reported via the Feedback Tool
and incorporated into a future release
+ Releases may go out incrementally rather than
to the entire customer base at one time
282
NOTES
SETTING EXPECTATIONS 0:10
Explaining that a problem is a known issue can be a frustrating resolution

for a customer. Setting incorrect expectations will only decrease customer
satisfaction when those expectations are not met.
SET PROPER EXPECTATIONS AVOID FALSE EXPECTATIONS

+ Others in the area are having the + DO NOT promise the issues will be
same issue (if service related) resolved in a specific time frame
+ Others with similar receiver + DO NOT promise that someone
models have also reported that will contact the customer
issue (if product related)
+ The problem will be investigated
by Tech Ops (if product or service
related)
Use the information available in Flows App to answer the following questions:
1. What expectation should you set with a customer for when to expect a fix
for a known product issue?
2. What expectation should you set with a customer for when to expect a fix
for a known channel issue?
3. Which Flows App flow can be used if a customer is upset with the KPI/KSI
process?

NOTES
APPLICATION 0:20
Q&A
Instructions
Working with your partner:
+ Review each of the KI submissions below and answer the questions in the
space provided
+ Use the Feedback Tool and Knowledge App as needed
KI ISSUE SUBMISSION #1
Category Channel a Audio Distorted
Report “Sound is in and out”
1. Is this an example of a good submission?
2. If you selected “No”, indicate the reason, and what steps the agent
should have taken to prior to submitting the KI.
284
NOTES
Category Channel a EPG - error
Report “On WABC from 7 to 8 PM, EPG says ‘Wheel of Fortune’ but
‘Jeopardy’ is playing”
4. If you selected “No”, indicate the deletion reason, and what steps the
agent should have taken to prior to submitting the KI.
Category Channel a outage
Report “Customer is getting 002 on PPV channels only”

NOTES
Category Product a Video/picture
Report “Picture is coming up fuzzy looking”
Category Product a DVR/timer
Report “No matter what he does, the customer can’t get their timer
for Spongebob Squarepants on 170 to show up in the daily
schedule. The case ID does not match the customers issue. We
tried deleting and re-creating the timer from the guide and
through search, but it’s still not appearing. The customer’s
receiver did not reflect any recent hard drive errors. Other
timers for the same channel are working, and the Joeys on the
account can see this timer, while the Hopper cannot.”
286
NOTES
CLOSING 0:15

KEY POINTS
TOPIC DETAILS
Life cycle of a known + Reporting
issue submission
- Knowledge App > Tools and References > Tool Overviews > Feedback Tool a
Submitting a Known Product Issue
- Knowledge App > Tools and References > Tool Overviews > Feedback Tool a
Submitting a Known Service Issue
+ Investigation
- Tech Ops team opens and investigates new issues
- Uses “fdbk” and +1 to gather additional information on existing issues
+ Escalation
- Technical Operations team escalates the issue to the appropriate team
+ Resolution
- Time frame for resolutions can vary widely
- Check the status of your submitted issues using the My Log tab
Software releases + Feature releases
- Correct most known issues
- Add enhancements as they become available
- Occur on an as-needed basis throughout the year
+ Rolled out in phases:
- DISHscribers beta testers
- All DISHscribers
- Customers (may be rolled out incrementally)
Set proper + Others in the area are having the same issue (if channel related)
expectations + Others with similar receiver models have also reported that issue (if product related)
+ The problem will be investigated by our Tech Ops department (if channel or product
related)
+ DO NOT promise a specific time frame or action
288
Participant Guide
SERVICES
Tech Hopper Upgrade
TOPIC H:MM
Introduction 0:02
Value of the Hopper 0:10
Pitching a Hopper Upgrade 0:30
What Not to Pitch a Hopper Upgrade 0:05
Application: Matchmaking 0:30
Closing 0:03
Total 1:20
v2.5.0 289
NOTES
INTRODUCTION 0:02
+ To reach our goal of being #1 in customer experience, we want to ensure

that each of our customers has the best technology DISH can offer
+ When assisting a customer with a ViP receiver model, you should be
comfortable selling the value of our newer technology
+ By the end of this training, you’ll be able to demonstrate the knowledge and
skills necessary to effectively pitch a Hopper upgrade by:
- Transitioning to a Hopper Upgrade conversation after you finish
troubleshooting
- Using benefit statements to position a Hopper Upgrade solution
- Overcoming common customer objections
VALUE OF THE HOPPER 0:10
WHY HOPPER UPGRADE
There’s a reason the Hopper is an award-winning receiver - it’s powerful, fast,

and offers a whole-home TV experience.
By upgrading each of our customers to a Hopper system, we can offer a better
customer experience with:
+ Better performance
+ Exciting new features like integrated search and more Video On Demand
content
+ DISH Anywhere for added flexibility
In addition to customer benefits, the Hopper helps DISH meet our company
goals:
+ #1 in Customer Experience
- Provides more features and benefits
+ >$1B Free Cash Flow
- Generates higher revenue
- Promotes longer customer retention
290
NOTES
PITCHING A HOPPER UPGRADE 0:30
KNOW YOUR PRODUCT
To effectively pitch a Hopper upgrade, it’s important that you understand the
key features and differences between each of our receivers
+ Solutions > Plans and Offers > Existing Customer Offers > Change Receiver -
Receiver Upgrades and Configurations a Hopper Feature Comparison
+ Refer to this grid when pitching a Hopper Upgrade so you can speak
confidently about the different Hoppers
On a tech call, your primary focus is to resolve the customer’s issue. You can use
Hopper Upgrade as a resolution if you are scheduling a Tech Visit or if you need
to replace the equipment.
1. Identify the best solution
2. If you need to set up an RA or Tech Visit for ViP equipment, transition to a
Hopper Upgrade conversation
3. Identify customers’ needs
4. Present the offer
- Lead with benefits
- Sell the value
5. Overcome objections
TRANSITIONING TO HOPPER UPGRADE
What might you find difficult about transitioning to a Hopper Upgrade offer on
tech calls? What factors prevent you from transitioning?
+ When transitioning, remember that Hopper Upgrades are meant to:

- Improve the customer experience
- Upgrade the customer to better technology at little to no cost
+ Use your customer’s tech issue to sell the benefit of upgrading their
equipment:
- Improved technology, long-term solution over short-term fix
Services: Tech Hopper Upgrade 291

NOTES
IDENTIFY CUSTOMER NEEDS
Know your customer

+ When troubleshooting, talk about features that apply to a Hopper
- For example, while performing resets, ask about Netflix, how often the
customer records, etc.
+ Use your customer’s current equipment to help determine their needs
+ Use the Connection tab to ensure they have an internet connection before
talking about features they’d only receive with a connected receiver, like
Netflix
- “Do you run into recording conflicts a lot?,” “Do you run into issues with
not having enough storage space on your DVR?,” “Do you use apps like
Netflix?”
+ If your customer mentions not being able to afford their bill, you should
offer to right-size them into a smaller package before offering to upgrade
their equipment
- If the customer indicates financial trouble, we wouldn’t want to pitch
an option that would increase their monthly bill without taking steps
to lower it first. For example, if you were able to reduce your customer’s
bill by $17 through right-sizing, and upgrading their receiver would cost
$7, you could pitch a Hopper Upgrade because it would still result in an
overall reduction on their bill
PRESENT THE OFFER
When presenting a Hopper Upgrade, always lead with selling the receiver’s
value and explaining benefits. Stick to presenting only one offer, so as no to
overwhelm your customer.
+ Tailor your offer around three features/benefits based on your customer’s
needs or complaints
292
NOTES
Promote personalized benefits
When pitching a Hopper Upgrade, it’s important to understand the difference
between a feature and a benefit.
+ A feature is a technical aspect of a receiver, including:
- Applications
- Functionality
- Specs (e.g. size of the hard drive)
+ A benefit is the value the customer would receive from their equipment
To promote personalized benefits:
+ Connect benefits to the cues you identified in speaking with the customer
+ Ask questions to determine how your customer will benefit from an
upgrade (e.g. “Do you like to watch Netflix or YouTube?”)
More features do not mean more benefits! A customer

Important without an internet connection or with a single, non-HD TV
would not benefit from the extra features of a Hopper 3.
ACTIVITY: PRESENTING BENEFITS
Instructions
On your own:
+ Read the customer information
+ Explain how the customer would benefit from the assigned feature
+ Be prepared to present your answer to the rest of the class
CUSTOMER INFO CUSTOMER CALL
+ Barry “It’s just me in this house, and I don’t

+ One 722 receiver understand how to work any new
technology. Any time my TV stops
+ Experiencing issues with his working, I have to have a tech come out
guide to help me and I just can’t afford to do
+ Requests a tech visit that this often!”

NOTES
How would Barry benefit from Smart Connect?
+ Ken “Ugh...okay, well while the tech’s out

+ Two 311 receivers here replacing my receiver, can I also
add another TV? I think we only need
+ Experiencing power issues to add one more. My daughter spends
+ After troubleshooting, you most of her time on the computer, so
determine a receiver RA is she’s usually watching something on
necessary there.”
How would Ken benefit from Youtube and Netflix integration?
+ Samantha
[While you’re troubleshooting,
+ Two 622 receivers Samantha mentions that she has four
+ Experiencing an issue with her teenagers who all watch different
remote shows, so they fight over the recording
space.]
+ You resolved the issue
How would Samantha benefit from 16 Tuners?
294
NOTES
OVERCOME OBJECTIONS
What are the three most common objections customers have to a Hopper
Upgrade?
1.
2.
3.
To overcome these objections, use your Playbook:

+ Listen to the customer and assure them that you heard their concerns
- Drill down to the customer’s real concern by asking open-ended
questions (e.g. if the customer objects by saying “We don’t need a new
receiver,” uncover what aspect of having a new receiver is making them
hesitate)
+ In response, show you care by addressing their concerns and explaining:
- The personalized benefits the customer would receive from a Hopper
upgrade
- The manufacturer’s suggested retail price (MSRP) for the receiver and
the regular cost of a technician visit, which the customer is getting at
little to no cost
- The actual cost of upgrading (use the Monthly Fees Knowledge App
page)
+ Finally, connect with the customer by expressing understanding and asking:
- Was I able to address all your concerns today?
- Would you like to move forward with setting up an installation?
The Wants to Change Receiver/Hopper Upgrade flow in Flows App also
offers guidance and talking points to help overcome objections when pitching
a receiver upgrade.
+ Knowledge App > Solutions > Billing > Fees > Monthly Fees

NOTES
WHEN NOT TO PITCH A HOPPER UPGRADE 0:05
There are a few scenarios in which pitching a Hopper Upgrade would result in
a negative customer experience. You should never pitch a Hopper Upgrade in
the following situations:
+ Customer Care (or RSMI)
- Your customer is tagged for a Customer Care truck roll
- Flows App will indicate with a shortened flow and a “Recurring Signal
Loss/Moca” truck roll
+ Multiple tech issues within the past 3 months
- Use the account memos to determine if your customer is experiencing
recurring issues
- Recurring tech issues are a big customer pain point, so our main focus
should be on resolving their issue, not upselling
+ Highly escalated
- If a customer is highly escalated, we don’t want to make an already
difficult situation worse by trying to sell something to them
APPLICATION 0:30
MATCHMAKING
Instructions
Working in your group:

+ Read your assigned scenario
+ Identify the customer cues that hint at which Hopper would best fit the
customer
+ Choose the Hopper you would offer
+ Explain the personalized benefits of the chosen Hopper
296
NOTES
Scenario 1
Hank’s retired and lives in the countryside with his wife. They spend most of
their time doing jigsaw puzzles with their local news on in the background.
They do not have internet and rarely record. Sometimes their grandchildren
come to visit and enjoy watching cartoons in the other room.
ACCOUNT INFO
+ AT120 + Two TVs
+ Locals + Tech Issue: Power
+ 922 receiver + Resolution: RA
Select which Hopper you would offer the customer and why.
RECEIVER EXPLAIN
q Hopper Duo
q Hopper 1
q Hopper w/ Sling
q Hopper 3

NOTES
Scenario 2
Lisa is an aspiring director. She appreciates television in all its forms, and
records a variety of different shows every day so she can observe and study
all different types of filmography. When she’s not in school, she loves binge-
watching her favorite shows with her three roommates or checking out
documentaries online.
ACCOUNT INFO
+ AT200 + Four TVs
+ Locals + Tech Issue: Signal
+ Two 722 receivers + Resolution: Tech Visit
RECEIVER EXPLAIN
q Hopper Duo
q Hopper 1
q Hopper w/ Sling
q Hopper 3
298
NOTES
Scenario 3
Martin is a single father of an 8-year-old. They get Wi-Fi through their
apartment management company, so they don’t have an Ethernet connection
available. They only have one TV, which they watch together often; however,
Martin would also love if a couple times a week his son could watch animated
movies on the tablet while Martin watches roots for his favorite basketball
team.
ACCOUNT INFO
+ National Action Pack + One TV
+ Locals + Tech Pixelated Video
+ 612 receiver + Resolution: Tech Visit
Select which Hopper you would offer the customer and explain why.
RECEIVER EXPLAIN
q Hopper Duo
q Hopper 1
q Hopper w/ Sling
q Hopper 3

NOTES
Scenario 4
Cassandra is moving in with her boyfriend. She works from home as a software
developer and enjoys having the TV on while she works. Her boyfriend, Paul,
is a landscaper and works long days. He wants to make sure all his shows can
record while he’s working so he can watch them on his days off. He estimates
that he records 2-3 shows per day.
During the call, Cassandra mentions how expensive her new rent is every
month and hopes it doesn’t cost extra money to move her dish.
ACCOUNT INFO
+ AT250 + Two TVs
+ Locals + Tech Issue: Hard Drive Failure
+ 722 receiver + Resolution: RA
RECEIVER EXPLAIN
q Hopper Duo
q Hopper 1
q Hopper w/ Sling
q Hopper 3
300
NOTES
CLOSING 0:03

TOPIC DETAILS
+ The Hopper provides an better customer experience
Value of the Hopper
+ Helps DISH meet our company goals
+ Transition to a Hopper Upgrade conversation
- Resolve the reason for the customer’s call prior to transitioning
- Make the customer feel special
- Keep your transition statement simple
+ Identify your customer’s equipment needs
- Get to know your customer by listening, caring, and connecting
- Always start with the receiver in the Recommendation Tool first
Pitching Hopper
Upgrade - If you determine the customer would benefit from the next level of Hopper, you
may offer that instead
+ Present the offer
- Lead with personalized benefits
- Sell the value of the offer
+ Overcome objections
- Use the Playbook to identify, address, and overcome customer objections
- Use the Wants to Change Receiver/Hopper Upgrade flow
302
Participant Guide
ENTERPRISETRAINING
Resolve Prevent Promote
TOPIC H:MM
Introduction 0:02
Resolve 0:35
Prevent 0:35
Promote 0:35
Total 1:50
v2.5.0 303
NOTES
INTRODUCTION 0:02
CBT 1:45
Instructions
+ Click the links below
- T2: Resolve
- T2: Prevent
- T2: Promote
+ Complete the CBTs
CLOSING 0:03
304

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Tech Support

A customer tells you their TV isn’t working, what do you do first?

With the extra information, how do you fix the issue?

What would help you resolve the issue better?

IDENTIFYING ISSUES 0:20

HOW CAN I DO IT?

JUMP START QUESTIONS

1. What were you trying to do when the issue occurred?

2. What device are you currently using?

3. What do you see on your screen?

Apps: Flows Part 1 9

USING THE QUESTIONS

+ Ask the questions in your own words

JUMP AGENT CUSTOMER

Apps: Flows Part 1 11

Account Type + Default selection is residential

Line of Business + Current line of business selected for your flows

Equipment + Lists equipment on the customer’s account

History + Record of previously used flows

AROUND THE ROOM

Apps: Flows Part 1 13

STEP USAGE 0:10

SECTION HOW TO USE

PROVIDING CLEAR INSTRUCTIONS 0:25

EXPLAIN THE PURPOSE

In some cases, customers will benefit from understanding the purpose of a

Apps: Flows Part 2 17

Detailed instructions will help ensure your customers complete

remote resolve the issue?

+ Being able to restate instructions in multiple ways will increase clarity

STEP CUSTOMER INSTRUCTIONS

+ “What we’re going to now is

Working with your class:

Apps: Flows Part 2 19

Apps: Flows Part 2 21

+ Customers will call in for assistance resolving a wide variety of issues

KNOWLEDGE APP 0:30

# KNOWLEDGE APP ARTICLE

3 Where can you find

6 Where can you find details

7 Where can you find

Outbound + Displays outbound and inbound shipping records

2. What’s the receiver number of the receiver shipped out on 05/08/18?

apps: Customer App for Tech 31

+ At times, customers may find it difficult to follow along with your

SMART CONNECT 0:25

Smart Connect can be accessed the following ways:

Tools: Smart Connect for Tech 37

STB HEALTH 0:10

STB Health is a dashboard of information about the installation, equipment,

Follow along as a class as your trainer reviews an example Flows App

+ STB Health provides receiver, setup, and overall health information

Tools: STB Health 43

What was the customer’s experience?

2 Perform Check Switch

What was the customer’s experience?

3 Download Guide Data

What was the customer’s experience?

What was the customer’s experience?

2. Where can STB Health be accessed?

3. When should you use STB Health and System Commands?

Tools: STB Health 45