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Contributor

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2 Messages

Wed, May 23, 2018 9:43 PM

Where is the live chat tech support?

Hello, I don't see the live chat support option on the att web site. can you please take a look at it and let me know if i need to follow any type of procedure.

 

I have tried with multiple browsers but same issue.  

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Accepted Solution

Official Solution

high-speed

Teacher

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11 Messages

2 years ago

I discovered that if I go to the Contacts page that it seems to improve the chances of the "Chat available" thing appearing.

 

https://www.att.com/contactus/index/internet.html is a contacts page that also will show "Chat available" when an agent is available.

 

Nearly always you are first talking with a robot that attempts to figure out what department to connect you with. It then transfers the chat session to a human agent.  If the initial robot can't figure what you want it seems to route you on the U-verse billing department.  Thus the initial thing you write should be short and simple.  "u-verse TV billing" or "u-verse high-speed Internet billing"  "high-speed Internet technical support" for example.  If an agent determines the robot guessed wrong they will transfer you to the right department.

 

One of the first things you should do when the chat window opens is to request a transcript by clicking the envelope icon at the bottom. AT&T's chat system seems to e-mail the transcript up to five to six hours after the chat has ended. Thus it will seem like the transcript thing did not work.

ACE - Expert

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14.9K Messages

2 years ago

Chat popped up on this page.

When you're in your 60s & people ask you to do something, you just say "No".  No reason.  No excuse.  No explanation.  I can't wait for my 70s.  I don't think I'll even answer.   -  Jerry Seinfeld

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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2 Messages

2 years ago

There is no chat. It just says chat but when I click on it it is greets out.
high-speed

Teacher

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11 Messages

2 years ago

The chat thing comes and goes depending on if agents are available.  It's in the lower-right corner when it's available and is a box that pops up saying chat is available.  If you click to chat you will be connected with U-Verse sales/billing.  Tell them you want technical support or whatever and they will transfer the chat session.

 

Contributor

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1 Message

2 years ago

Are you a person that could help me with the problem that I have with my bill

ACE - Expert

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14.9K Messages

2 years ago

@Maspir  This is a peer-to-peer forum and as such is not monitored by AT&T. 

 

You will need to call CS (800-288-2020) for any questions on your account.

When you're in your 60s & people ask you to do something, you just say "No".  No reason.  No excuse.  No explanation.  I can't wait for my 70s.  I don't think I'll even answer.   -  Jerry Seinfeld

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

a year ago

I need support for an upgrade. my phone is giving me a lot of probleme

 

Contributor

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3 Messages

a year ago

human support

Contributor

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1 Message

a year ago

hELP@!!  wHEN i SWITCHED MY MOBILE  PHONE TO ATT i DIDN'T REALIZE THAT i STILL OWED A WAY TOO MUCH BALANCE TO vERIZON FOR THE PURCHASE OF

THAT PHONE.  nOW i AM BEING BILLED ALL OF THAT BALANCE.  cAN YOU DO ANYTHING TO HELP ME?  sYLVIA 

*****  *****

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

Contributor

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1 Message

9 months ago

This doesn't work.  It never shows a live chat regardless of the time of day.  At&T web sites just keep getting worse and worse, same for Directv web site.  They are about as close to useless as they can get.  It is better and quicker to just call, at least I can find the phone number

high-speed

Teacher

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11 Messages

8 months ago

Chat is still available but you need to dig a bit to get to it. Previously I had recommended using the Contact Us page at https://www.att.com/contactus/index/internet.html   Chat is no longer directly available on that page.  Instead, from the Contact Us page you choose the service you need help with.  That should land you on a page where down near the bottom is

    Prefer to chat?
    We’ll start by asking you a few questions.
    [Chat Live]
    Every day, 7 a.m. - 1 a.m. ET

The "[Chat Live]" button/box will appear when agents are available.  The old chat system on Contact Us tried to figure out which service and thus which pool of chat agents to use by looking at the first sentence you typed into chat.  That must not have been reliable enough and so they are now asking people to first pick the service.

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