Additional Tips

Note: If customer does not have a DVR, skip to Troubleshooting

• Ask customer if they are interested in Parental Controls or Closed Captioning
• If so, program settings for them and point out in GSG where steps are located

1. Using Your DVR While Watching Live TV
   • Explain what a DVR is and show “Getting Started with Your DVR” guide
   • Have customer press PAUSE to pause live TV
   • Have customer press PLAY to resume watching TV
   • Have customer press SKIP BACK to jump back 10 seconds
   • Have customer press SKIP FWD to jump ahead 30 seconds
   • Have customer press VIEW LIVE TV to get back to live TV
2. Recording a TV Program
   • Explain that you can record a program now or in the future
   • Explain the record frequency (all episodes, new episodes, once)
   • Have customer press RECORD to record program that is currently on
   • Have customer press STOP to stop recording a program
   • Have customer use GUIDE to record a program in the future (create a scheduled timer)
   • Have customer choose recording frequency
3. Watching a Recording
   • Have customer access My Recordings by pressing the DVR button
   • Have customer view program that was just recorded
4. Deleting a Recorded Program
   • Have customer access My Recordings by pressing the DVR button
   • Have customer delete program that was just recorded
5. Deleting a Scheduled Timer (Future Recording)
   • Have customer access My Recordings by pressing the DVR button
   • Have customer select Schedule, then select Timers
   • Have customer delete scheduled timer that was just created
6. Troubleshooting
   • Explain that 75% of all calls received for technical issues are solved with the 5 troubleshooting steps
   • Have customer press the SAT mode button (Step 1)
   • Have customer get the TV back on the correct input or channel (Step 2)
   • Have customer change the Favorites List from one to another (Step 3)
   • Explain that removing objects obstructing the signal to the dish (only when safe) or waiting for a storm to pass could solve the issue (Step 4)
   • Explain that resetting the receiver by unplugging it from the wall for 10 seconds could solve the issue (Step 5)
7. Ask customer if they have any questions
8. Staying on the Correct TV Input or Channel on TV2 (or other TVs)
   • Take customer to TV2 and show the correct input or channel on the GSG
   • Show remote sticker and point out that TV2 is on a different input or channel than TV1
   • Show what the incorrect input or channel looks like
   • Have customer get TV2 back to the correct input