Problem with phone/voice-garbled voice output

Hi Liz.  I appreciate the fact that the support team is pretty busy, however I have not heard anything that leads me to believe that anyone is addressing my (your) problem.  It has been a week now since I received this questionable equipment (e.g. ATA and cables).  This has never worked--the Hughesnet phone system is completly useless to me and has been since opening the box and performing the simple install.  To me, this is a safety issue for my wife and myself in that we can't use it to make the most basic of phone calls to 911.  I have made at least six phone calls via cell phone to Hughesnet support people--reset all the equipment and participated in 'test' phone calls.  They all believe there is a problem but nobody seems to be interested in resolving the issue.  I have been told that a download has been performed but no email notification that this has happened, and no change in the behavior of the phone system.  There is not much involved here--modem, ATA and antenna.  We have tried multiple phones--all work the same.  Why shouldn't this work out of the box?  I think my ATA might be bad, but that is a guess.   I seem to be pulling teeth here with no one on the Hughesnet side putting much emphasis on this issue on my behalf.  I also feel that we should not just wait here while the VoIP team takes their time maybe addressing the problem.  The sad thing is that I am paying for a service and have expectations that it work.  We need some action here and better communication.  Can you please make something happen?  We are highly motivated to resolve the issue on this end--how about the Hughesnet side?  Thanks