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Where is the Live Chat support option? I don't see it.

Contributor

Where is the Live Chat support option? I don't see it.

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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Message 1 of 8
ACE - Expert

Re: Where is the Live Chat support option? I don't see it.

Chat popped up on this page.

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*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.
Message 2 of 8
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Contributor

Re: Where is the Live Chat support option? I don't see it.

There is no chat. It just says chat but when I click on it it is greets out.
Message 3 of 8
Teacher

Re: Where is the Live Chat support option? I don't see it.

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.

 

Message 4 of 8
Teacher
Solution
Accepted by ACE - Expert (ACE - Expert)
Accepted by skeeterintexas
‎05-26-2018 6:55 AM

Re: Where is the Live Chat support option? I don't see it.

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.

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Message 5 of 8
Contributor

Re: Where is the Live Chat support option? I don't see it.

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

Message 6 of 8
ACE - Expert

Re: Where is the Live Chat support option? I don't see it.

@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.

Award for Community Excellence 2019 Achiever*
*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.
Message 7 of 8
Contributor

Re: Where is the Live Chat support option? I don't see it.

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

 

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