the first line of support at live@edu sucks donkey balls, and even they aknowldege that, and are working on it.
Once you have logged the support call and got the ticket number, simply say you wish to be escalated to the support guys in the USA
These guys (and girls) are amazing, clued up, and go out of their way to help (One of them called me from home at midnight their time just to ensure they could contact us during office hours, and was on the phone for 2 hours helping me (complex ILM issue))
So yeh, dont waste time with the indian first line support, ask for an escalation immediately.
Also, the button on the page about checking the CNAME, whatever you do, DONT PRESS IT MORE THAN ONCE
If you keep pressing it, it keeps setting the system back to the beginning (it checks like once every 8* hours or something and pressing it resets that timer)
* off the top of my head, not sure what the exact number is.