Business

Dish Network—and its customers—still reeling from the cyberattack



Customers say they are still having difficulty accessing certain services such as HBO Max and other third-party streaming services, logging into their accounts, and contacting service centers. client. Millions of people are waiting for updates from the company on whether their personal information was compromised in the data breach.

Dish said customer service wait times are taking longer than usual as customers search for answers. The company said it had resolved many of the issues that arose from the initial incident, which Dish disclosed on February 28.

A spokesman said on Thursday night the company restored its website mydish.com, where customers can review payment information, request program changes and make other account adjustments. Some customers said they were still struggling to access the site on Friday morning.

The company says its wireless Boost Mobile service is back up and running, and its Sling TV streaming service is fully operational. Dish also said it has been signing up and installing the new service for customers for weeks.

The majority of our websites, customer service, self-service apps, and payment systems are now up and running, the company said.

Some customers said they were still having difficulty accessing services and sat for hours waiting with call centers for the company to answer questions about recent bills. Some said they were left in the dark about the data breach. Dish has yet to say whether personal data, including payment information, was accessed in the data breach.

Lise Brown of Peoria, Ariz., said she has had many service issues with

Food TV

in the past month. She said she couldn’t access

amazon.com Group

Her primary streaming platform is through a Dish TV subscription, and she’s had trouble switching channels on Dish TV. She tried to call the company, but couldn’t reach customer service.

She said she filed a complaint last week with the Federal Communications Commission and plans to end her Dish TV subscription as soon as she can contact the company. She has no intention of replacing Dish with another cable provider. She said she would stick with streaming services.

A Dish spokesperson said customers can now access third-party services.

Leesa Gardt of Garrett, Ind., said she canceled the credit card she had on file with Dish because of concerns about the data being leaked. Ms. Gardt said she was frustrated by what she said was a lack of transparency from Dish about the cybersecurity incident. She said she was switching TV providers.

Juvenal Orozco of Herndon, Va., said his Dish TV service was down last week and he was unable to contact customer service because Dish call centers struggled to deal with it. a backlog of complaints. Orozco said the call wait time lasted for hours.

Greg Acquistapace of Auburn, California, had been trying to sign up for a new Dish TV account for weeks, he said, but a customer service representative told him he couldn’t sign up until a security incident. network security is solved.

The consequences of the data breach could hurt Dish’s financial performance in the short term, according to analysts at New Street Research. They estimate that Dish has lost about 75,000 pay TV customers because the hack prevented the addition of new subscribers for almost a month.

The pay TV industry has been hurt from cable cuts like Americans turn to streaming services. In the last three months of 2022, Dish lost 268,000 pay TV subscribers, leaving only 9.75 million.

Analysts estimate that the hack could drag down 2023 revenue to $325 million. The average analyst estimate for Dish’s 2023 revenue is around $16.2 billion, according to FactSet.

Shares of Dish, down about 23% this month, are down 1% on Friday and are trading at their lowest levels since November 2008, when global markets were rocked by the financial crisis.

Write to Will Feuer at [email protected]

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