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Very, very sad that Keystone Customer Service is so badly misrepresenting their product! KeyTV has informed us that they have notified Customer Service of the issue but apparently the bad info is still being disseminated.
We too have a new 2019 3931FB and had same issues. It is NOT the length of cable. This is a SWM (Single Wire Mutiswitch) system. This means your satellite and receiver/DVR must both be SWM capable as well. We have Direct with a Winegard Carryout and had to purchased parts from Wnegard to adapt our equipment. Once all the equipment is SWM capable it “should” connect at both TV’s and both local and satellite. If it does not, you may need a new KeyTV part (we did) and then it hooked right up.
Unfortunately you may need to talk directly to KeyTV and Keystone after multiple calls, emails and lots of frustration refused to put us in touch with KeyTV but KeyTV did reach out directly to us via one of our posts and were very helpful. Keystone Customer Service on the other hand just had us chasing our tail - sad!
If you would like to talk to my husband who worked on this for weeks and understands this much better, feel free to give him (Ron) a call directly at 216 area 978 and 1888 (had to break up phone number for security).
I have submitted attachment we received from KeyTV, hopefully it comes through. Good Luck
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