Forum Discussion
How to get tech support to listen?
Thanks, Ken. I've escalated your case to our installations department which oversees all the dealers. I brought attention to your current phone number so they can get in contact with you there. I've also updated your number in our system so that we are current. I'll post back if I get any updates from installs.
Thanks Jezza, but it isn't "wobble" that it the problem, it is actual dish movement. I would readily accept "wobble" given the dynamics of the dish and wind forces, but taht isn't what I am experiencing.
The loose bolts are at the base of the dish assembly where the dish attaches to the pole. That plate has 3 bolts and a fine adjuster spaced 3.5" on center with slots to allow for assembly movement. It appears when my installer achieved good signal (better than 94 per his conversation with me) he failed to tighten the three lockdown bolts. Those slots are about 3/4" in length and it appears the bolts are 3/8" which allows for 3/8 inch of movement around the vertical axis.
3/8" movement (based on my calsulations) equates to about 14 degrees of azimunth variation, which I am sure is absolutely unacceptable when trying to receive signal.
As to "escalting" my conversation with tech support I am sure I did that when I asked to speak to the supervisor. While his English was much better then the first "script reader" his attitude sucked as he wasn't much for listening either and actually hung up on me as I was trying to explain what he seemed to be not getting..
Anyway, messing with it myself (just coarse adjustments) I have gotten over 80 on signal strength. Maybe a little playing with the fine adjuster I can get it back where it needs to be and then lock it down.
Thanks, GabeU. Haven't seen anything yet, but I'll be patient. Currently I have a snow situation and won't be messing with the dish until the signal drops so low that I have to go out and sweep it off. At one point it dropped into the 30s and was starting to lose connectivity with the sattelite but after cleaning it off I am back into the mid to high 70s, not bad I guess with the weather.
Hi Ken_king,
I'm glad you found the community, thank you for posting. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for Sunday, Mar 25, 2018 between 08:00 AM-11:00 AM . Call us at 866.347.3292 and reference case #110420294 if you need to reschedule. Please let us know how the site visit goes.
Liz, Thank you so very much. I will be here on the 25th and look forward to showing the tech the issue. And I am glad I found the Community too.
Ken_king
