Read me before ordering or upgrading your Dialog TV Subscription

According to Wikipedia, Dialog Axiata reached 1.7 million Dialog Television subscribers in 2018. While the company might claim this achievement is due to their excellent service, I believe it’s only partly true. I think this milestone was possible partly because Sri Lankans don’t have many other choices. Besides Dialog Television, the only other Pay TV solutions in Sri Lanka are PEO TV by Sri Lanka Telecom and Lanka Broadband Network, both of which are cable television providers. Even though Dish TV, another satellite TV provider, launched its services in 2015, it had to shut down in 2019 due to significant losses. While Videocon still appears to be in operation, it doesn’t offer island-wide coverage. Additionally, getting a satellite television subscription is generally easier in terms of obtaining, installing, and maintaining it compared to a cable television subscription. So, if you’re interested in becoming one of the 1.7 million Dialog Television subscribers, keep reading for some useful tips.

Watch out for Defrauders

There isn’t such thing as a flawless Dish TV service, and Dialog Television is no different. Subscribers have raised a significant concern about the service, specifically regarding the loss of satellite signals during adverse weather conditions. In response, Dialog has introduced the Dialog TV ViU Hub, designed to address this issue. This innovative device automatically switches to IP TV in the event of a satellite signal loss, ensuring uninterrupted viewing. Dialog has confirmed as part of their strategy to improve customer experience, going forward all new Dialog TV subscriptions purchased now include a ViU Hub 2.0 device and a complimentary 4G Broadband Router. Existing customers who opt to upgrade to the ViU Hub will also receive the ViU Hub 2.0 device and the router free of charge [Refer to the note]. This enhancement not only mitigates signal interruptions but also enhances the overall quality and reliability of Dialog Television’s services, making it a more attractive option for viewers [List of Features].

Note: If you’re a Club Vision Member with a package other than Gold, Diamond, or Emerald, you can still get a free upgrade. Similarly, if you’re not a Club Vision Member but have a Gold, Diamond, or Emerald package, you’ll also receive a free upgrade. However, if you’re not a Club Vision Member and have a Super Saver, Aarambam Plus, Pearl, or Thee package, there will be an upgrade fee of 4,990 Rupees.

Regrettably, this is also where you might fall victim to fraudsters. Let me illustrate with two examples: A friend and coworker decided to upgrade to the ViU Hub 2.0. The technician assigned to handle the installation called her and informed her that he couldn’t provide the complementary router because it was currently unavailable and that she should use her existing internet router at home instead. This immediately raised suspicion for my colleague, prompting her to pause the installation process until she could verify with customer support. Surprisingly, the technician returned the next day with both the ViU Hub and the router, offering a weak excuse for the earlier omission and proceeding to complete the installation. This serves as a cautionary tale about being vigilant when dealing with technicians to avoid potential fraud or deceitful practices.

Here’s another example to illustrate the situation: Last Wednesday, on the 13th, my sister ordered a brand-new Dialog Television subscription online. The day after, she received a call from Dialog Customer Care. They informed her that the ViU Hub 2.0 device, which was initially part of the package, was currently out of stock. As a result, the technicians would proceed with the installation using the regular set-top box instead. However, they assured her that she would receive the ViU Hub 2.0 device as a free upgrade once it became available again. When the Dialog Television technical team arrived at her residence to install the hardware, my sister casually inquired about the waiting time for the free upgrade. Surprisingly, the technician informed her that her subscription wasn’t eligible for the upgrade. In response to this, my sister decided to contact customer care once again. They reassured her and confirmed that she would indeed receive the free upgrade as soon as stocks became available.

It appears that the physical installation and maintenance of Dialog TV subscriptions are handled by independent contractors who do not directly report to Dialog Axiata. This arrangement makes sense because it is neither cost-effective nor feasible for Dialog Axiata to employ and supervise technicians responsible for servicing over 1.7 million customers spread across the entire island. The issue arises when certain independent contractors, based on their field reports, seem to install the required devices at the customer’s location while simultaneously deceiving the customer by taking some of these devices and selling them separately. This includes instances where customers may have been entitled to receive a complimentary router and the ViU Hub 2.0 device. Therefore, if you decide to order a new Dialog Television subscription, or upgrade to ViU Hub 2.,0 always remember that you are entitled to both a ViU Hub 2.0 device and a complimentary router. If the technicians insist otherwise, do not hesitate to reach out to customer support for clarification.

Beware of Misdirection

I shouldn’t use the term “misdirection” here, but I wish to be gracious. In 2015, I purchased a Dialog Television subscription as a Christmas and wedding gift for my newlywed brother. Dialog TV has six plans, with the Pearl Package being our family’s favorite. When I asked the salesperson for the Pearl package, they astonishingly claimed it was discontinued and offered the “Thee” or “Emerald” plans instead. Despite “Thee” being slightly more expensive than Pearl, it lacked most of Pearl’s channels. I reluctantly chose “Thee,” but upon checking with Dialog later, I discovered that the “Pearl” package was still available. Within a month, my brother switched to “Pearl.” This incident serves as a reminder to always be vigilant for deceptive tactics, as the salesperson may have been incentivized to promote the new package. It’s just one example of the importance of staying alert to potential misdirection. When in doubt don’t hesitate to contact customer help desk.

Pay Attention to Detail

Recently, another friend of mine placed an online order for a second Dialog TV subscription. However, when the package arrived, it included the set-top box but was missing the dish antenna. After complaining, he discovered that he had mistakenly chosen the wrong pricing option during the checkout process. He had been under the impression that he was securing a discounted subscription because the initial cost seemed significantly lower. The issue stemmed from the fact that customers are presented with two choices: the “DTV Full Pack” and the “DTV Decorder Only Pack.” Unfortunately, my friend had focused more on the cost than on the package descriptions when making his selection.

When ordering a Dialog TV subscription for the first time, it’s crucial to consider your current television setup. Nowadays, all TVs come equipped with a dozen HDMI ports. However, if you happen to own an older TV, you’ll likely require a set-top box that can be connected using standard AV cables (the same type used for connecting old-school VCRs and DVD players to TVs). In the rare instance that your TV doesn’t support HDMI, you’ll need a decoder like the ESM8-IR10 or ESM8-IR70. If Dialog has discontinued these models, your alternative solution would be to obtain an “HDMI to AV” converter, which is available online for purchase. This converter will enable you to connect your HDMI-only Dialog TV set-top box to a non-HDMI TV.

Wrap Up

In conclusion, Dialog Television’s introduction of the ViU Hub has undeniably bolstered service reliability. However, customers need to maintain vigilance and meticulous attention to detail when engaging with the service. Real-life scenarios have shed light on instances of potential misdirection by independent contractors. Paying diligent attention to package particulars, especially when placing orders online, is paramount to avoid misunderstandings and ensure that the selected subscription aligns with their specific requirements and equipment. In an ever-evolving technological landscape, staying well-informed and vigilant is crucial to making informed choices and sidestepping potential pitfalls when subscribing to services like Dialog Television. Vigilance and diligence serve as essential safeguards against deceptive practices, ensuring customers receive the service they rightfully deserve for a satisfying and seamless viewing experience.

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