Buzz
At first glance, canceling satellite TV service Dish Network seems easy, just call 888-283-2309 (if in the US) and tell them you want to stop using it. However, in reality, like any company in the same field, Dish will try their best to retain customers. This means you might get a better deal or face hassle if you truly want to end the service. However, you can minimize the hassle if you spend some time preparing before calling, maintain a firm yet calm attitude throughout the call, and follow instructions to return equipment.
Steps
Prepare before calling
Be sure you want to cancel. The job of customer retention agents relies on the uncertainty and verbosity of callers. They are trained to focus on any hesitation you have about canceling the service and use it to steer you back. If you're sure you want to cancel, stay steadfast by reminding yourself: “I will stop using it no matter what they say.”
- If you're thinking of canceling but not entirely sure, that's okay. In fact, you can leverage this uncertainty to negotiate a better deal by telling the representative: “I might need to stop using the service because there are too many expenses to handle” and see how they respond.
Prepare account information along with paper and pen. Find a recent copy of your bill or even the original service contract. Note down the account number, address, contact number, and start date of service. Write down the call date and time on paper and be ready to jot down information during the call (starting with the names of everyone you'll talk to).
Read the fine print if you want to avoid early termination fees. This penalty is common in Dish Network's 2-year contracts and almost all competitors'. If you're trying to cancel before the contract ends, be prepared to pay an average of $20 for each remaining month (e.g., $120 if you have 6 months left), not to mention various administrative fees.
- In theory, you can still avoid termination fees by proving contract violations on their part. For example, encountering unexplained connection interruptions or poor service. However, the fine print in the contract you signed will give Dish Network nearly all the advantages. Read carefully and be patient if you hope to avoid or at least reduce fees.
- If the contract is nearing expiration, it's best to try to wait until then to stop using it.
Gain an edge over the customer retention team
Dial 888-283-2309 (in the US) to reach Dish Network's customer service hotline. Choose English or Spanish language to proceed. Follow the automated instructions to get directed to the right department.
- In theory, we could cancel the service by emailing Dish at [email protected]. But sooner or later, you'll still have to make a phone call to complete this process.
- If you want to temporarily suspend the service instead of canceling entirely, call 888-876-7918.
Affirm clearly and concisely the desire to cancel the service. Ask and record the name of the call recipient as well as anyone handling the case afterwards. Keep it simple like: “Hi John. I want to cancel Dish Network service. Can you assist me in completing the process?”
- The customer retention department representative will try to gather more information to find weaknesses in your determination that they can exploit. For instance, they might ask: “How would you feel if we reduced service fees while increasing channels for you?” or “What can we do to improve your Dish viewing experience?.
Stick to the script until they relent. No matter what Dish says or asks, regardless of the supervisor they transfer you to, just repeat: “Thank you, but I've decided to discontinue the service. Please help me proceed” or “Thank you, but my intention remains. I hope you can assist in completing this process.”
- The representative will surely persist as the company pays commissions for every service cancellation they successfully retain, but they also won't tolerate pressure or rudeness. Stay calm and request to speak to a supervisor. Remember to record the handling employee's name and other details throughout the call.
Return equipment and finalize the process
Confirm verbally that the equipment return box will be sent. If the service cancellation call is successful, before hanging up, ask specifically for the representative to confirm that Dish will send you a return equipment box within a few days. You have 10 days from the cancellation call date to return all equipment Dish requests, so keep an eye on your mailbox to ensure no return box is missed (it looks like any regular cardboard box).
- If after 5-6 days you haven't received the return box, call customer service hotline and inquire to make sure you'll receive it soon. Cross-reference with your notes from the earlier cancellation call if necessary.
Pack the equipment box carefully and send it back. The return box comes with multiple compartments, packing materials, instructions, prepaid postage labels, and a list of equipment to be returned. It's easy to pack the equipment following the instructions, but it's crucial to pack everything in a way that nothing gets damaged when returned to Dish.
- Attach the prepaid postage label on the outside of the box and arrange for the delivery service listed on it (e.g., UPS) to pick it up.
- Make sure the box is picked up within 10 days after the cancellation call, otherwise Dish will deduct penalty fees from your account.
Monitor your account closely. We need to ensure that no charges or penalties occur in your account. If you canceled the contract prematurely, check if the termination fee matches the amount mentioned during the call. Additionally, if the equipment is returned in good condition and on time, be vigilant for any late or damage fees that may arise.
- If you have any questions or concerns, call back Dish Network's customer service hotline and calmly request reasonable explanations. Use notes from previous calls if necessary.
Advice
- If you're willing to pay to avoid the hassle of calling to cancel Dish Network service, you can find online companies to handle this issue for you, such as https://www.truebill.com/cancel-dish-network or https://cancelwizard.com/dish-network.html.
