05-23-2018 2:43 PM
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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05-23-2018 9:53 PM
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.
- edited 05-25-2018 3:33 PM
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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