Does anyone know what live-chat wait times are like shortly after UK business hours begin? There's no queue position or estimated wait time shown, so I'm unsure whether I should keep waiting for an associate. This is an urgent, business-impacting security case that was opened by the provider and then referred to another department. After about an hour, the chat reopened into the queue, making the total wait roughly 2 hours and 10 minutes—about 1 hour and 10 minutes of actual queue time. I'm now also waiting for a billing referral, which appears to have its own delay.
3 Answers
If the issue is urgent, make sure the case has the correct severity and that the details clearly explain the business impact. If it has been routed to security or billing, the live-chat agent may not be able to resolve it directly and may need to transfer or refer it, which can add another queue.
Some cases can remain unassigned for a long time, especially when they need a specialist team. Live chat usually connects to general support first, so it may only provide an update or escalate the case rather than immediately reaching the team handling the ticket.
Wait times can depend heavily on the support service and severity selected. UK mornings may also overlap with a shift change, such as one regional team signing off while another comes online, so the queue can look unusually slow. The support plan and selected contact option also affect response times.
The case is already marked as an urgent, business-impacting question, but I’m following up because additional issues have come up.
That seems to be what happened here—the case was opened by the provider, referred to another department, and now the billing follow-up is delayed separately.