DISH subscriber for ? 5 years or so, been happy until now. Last wed. Jan 10, 2018 at 1:45am, my Hopper got a software update.....and a new UI. Fine, but.... NOW I lost my "themes" search, I used to be able to hit THEMES button on remote, look for movies, ALL MOVIES, or narrow it down by NOW PLAYING, or NEXT playing, or future movies........and get a grouping of - all WESTERNS, or ALL WAR movies, it was selected by GENRE........I could also search ALL, which included my recorded movies and those in the GUIDE........ I used it HEAVILY, and it's GONE......along with some slow-mo & FF & REW features, as I used to have 2 speeds slow-motion for both rew & play, NOW ONE SPEED both, and I used to have 4, 15, 60 and 300, for speeds for both FF & REW, now the 4 is goners as well. I USED the "themes" weekly to gather a list of WESTERN movies to review, record, and keep back in the DVR, for future viewing. THESE are ALL features I used heavily, and it's going to be difficult for me to stay with DISH. I'm shopping, unless these features are all restored in updates in the next few months. I complained on the phone to a tech in Phoenix, and I was told they will work on writing it back into the code, it might take 48 hours to 2 weeks, guessing I WILL BE WATCHING for it to change.
The person you talked to didn't know what he was talking about, those features have been gone for 2 years. Some are still available in a different form (try using search search rather than themes, or push RW or FF more than once). The rest of us have been using this interface since the Hopper 3 was released in 2/16, and the software was finally released to all older Hoppers (most have had it for over a year by now).
Give it some time and learn how to use it before going to another provider that might be even worse.