The successful recourse is dependent on the Community Mods.
Being as they are located in the Hughes Germantown, MD. headquarters and are usually work 9-6ish M-F and are likely gone for the day I would advise to hold tight for 24 to 48 hours to give them time to investigate and respond.
Despite what you may have seen or read elsewhere I'm sure Hughes is not out to "scam" the elderly in any way but at the same time they need to verify facts so that other users don't "scam" Hughes as a way of doing an end-around on the ETF.
Give things a little time to run the course, if the facts bear out what you have posted I'm sure Hughes will do, or cause DTV to do what is right and proper....
Please, rest easy that you are at the "top of the food chain" support wise ... let the process work.
That we can but it would help to know her present system:
Modem: HN9000 or HT1000/1100 ?
Plan level: ... IE 15/50, 50/50 GB ?
Operating system ?
Router or direct connect ?
What is the default browser ?
How does she access email (web or client ?)
That is a start