Customer service consultant hang up when asked to be transferred to a supervisor

My mom disabled one of her extra views she had 3 decoders connected and requested for one to disabled so that only 2 remain. The customer service disconnected her completely. She spoke to 3 consultants who could not assist her and the last one told her she needs to consult a technician instead because they cannot assit. When my mom asked to speak to her supervisor she then hang up. This is the 2nd day she's has called the customer service in all 3 occassion she has been kept on hold close to an hour without getting the help that she needs.