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New Member

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1 Message

Fri, Sep 10, 2021 12:57 AM

Why does the chat option not work?

Why does the chat option not work!?!   It is so frustrating to have the one line of communication that should work, not work!!!   I have rest, unloaded, reloaded and although the option says it will take me to messages, it doesn’t it just freezes.  If I can’t call, could you please ensure that there is no issue with direct chat, it’s so frustrating. 

bcbsncjlj

ACE - Expert

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554 Messages

1 m ago

Are you using a PC to get to the chat (preferred)? What browser are you using? Using a VPN or have extension loaded? Make sure JavaScript is enabled (not Java). Also clean cache and cookies (for all dates) and try again. If it fails then try running in incognito mode. The reason may be due to some extension, program, or blocker preventing the icon from appearing. Been a issue with the chat for years.

Juniper

ACE - Expert

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13.8K Messages

1 m ago

Also keep in mind that chat is only usable when a chat agent is available. It does not have anything akin to being in the queue like when you call. The other factor to be aware of is that no transcript of the chat goes to your account, which compounded with very poor information provided through chat recently, makes this a risky avenue of support.

Alternatively you can post your situation and/or questions here. Though this is a public forum of other customers, many are experienced to provide answers or at least get you guided in the right direction for what you need.

JefferMC

ACE - Expert

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349 Messages

1 m ago

Ad blockers can causes issues with the chat.

Juniper

ACE - Expert

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13.8K Messages

1 m ago

I wouldn't go by standard hours of operations these days. Short staffing, only supplemented so much with outsourcing, has made it common that places tend to close earlier than their traditional end of day. Even if it weren't for that, calling near the end when customer support agents are likely treading water to close out the queue and just want to go home is not chancing the best support experience.

Regular customer support for DirecTV (not DIRECTV STREAM) has been until Midnight Eastern time, with technical support 24/7. I wonder with the transition if some of the information is being listed incorrectly. Really wished they didn't change AT&T TV NOW to DIRECTV STREAM as that causes so much confusion (like when they originally tried calling it DIRECTV NOW).

If you can't get through by any of their support methods, then next step is a BBB complaint. That will communicate your issue to the corporate level. You've exhausted everything else here so anything more seems it would just be talking in circles.

bcbsncjlj

ACE - Expert

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554 Messages

1 m ago

Works perfectly for me. Never had an issue contacting support using the chat.

JefferMC

ACE - Expert

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349 Messages

1 m ago

"AT&T/Discovery"?  Discovery isn't the relevant partner here.  TPG is the company that owns 30% of DIRECTV now.



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