I did a sanity check: I have two brand new 811 HD receivers. Turns out my harmony 658 remote works one of them fine, and the other will not respond. So, the problem is not with my after-market remote. There is some difference between the two receivers, maybe even a hardware fault.
now the "fun" starts: I call dish network and get an endless runaround. Now I'm on my 3rd call in 2 days:
They try and tell me that my receiver has the wrong remote address. I explain that that address only applies to the "RF" remote. He says they don't have an "RF" remote - it is "UHF". oh boy - I try and explain that UHF is still a radio frequency, and that we are on the same page.
Anyhow, I thought I was getting somewhere with explaining that the "IR" mode does not need the address setting, but no.....
They claim their receivers are not guaranteed to work with after-market remotes. I say that's fine, but why would it work with one receiver and not the other? My argument is that the two recievers must be different in some way - setup-wise or failure-wise. Then they claim that this model is not designed to work at all with after market remotes. I say I can prove it is designed to work with after market remotes, and show the guy the 'teach remote' feature in the setup menu. He then puts me on hold for a few minute and returns with "the teach remote feature is to teach the remote supplied with the reciever" Duh. I try and explain that this is makes no sense, as the supplied remote is already programmed correctly, and that the original remote is simply used to trigger the receiver to send out corresponding "IR" codes to the remote that needs to be taught. What a whacky system anyhow. I try to explain to him how he has misinterpreted their own instructions. It is an entirely hopeless excersise.
I ask him if they ever entertain the possibility that it could be possible that there is a hardware fault in my second 811. He says no. I will have to pay $120 to have someone come to my house to check it out.
What pathetic service on one-day old equipment. I am truly disgusted with Dish Network, and I've been a loyal customer for 8 years. I doubt much longer though.