mountainview, Teir 4 is what they called it. Had the same rep on the line the whole time but he kept putting me on hold and speaking to others. He finally gave up, after one hour, and said he passed it on to tier 4. Called in last week again for another issue and heard the same thing after another hour. Tier 4 tech support will be contacting me in 2-3 days. Don't know what happened to tiers 2 and 3.
All I have to say is be persistent, call back if they don't contact you, and post your experiences on »community.myhughesnet.com/hughesnet
I will be calling back tomorrow (3 days have passed) to give them some hell.