my guess is probably he has legacy LNB so he has one Coax to where his 6131 is located. he now replaced it with the 9400, which has TWO (2) Satellite Input F-Type connectors. He is trying to connect it with a cable tv splitter because people do not know how it should be connected, nor do the people at the call centre know what your configuration is, nor do the people at the retail store know this.
If I worked at a Bell and was the sales agent to Monas, I would inquire bout your setup and advise you what you need and if this will work before selling it to you and if it does not work i will advise you what to do to get it to work. but then again not everyone is like me some people just want a quick sale and do not bother to actually solve the customers needs.
If MonaS has legacy DPP and equipment, she needs a tech dispatch, if she has DPP+ Equipment, she needs a DPP Separator (this is different than a Cable TV SPLITTER) which im sure they can send to her