I'm trying to follow up on a security-related support case that was opened by the provider and later referred to another department. It's just after UK business hours, but the live chat doesn't show an estimated wait time or queue position, so I'm unsure whether I should keep waiting. Has anyone used live chat around this time and can share how long it took? My total wait ended up being about 2 hours and 10 minutes, although the chat was reopened into the queue after an hour, making the effective wait closer to 1 hour and 10 minutes. I'm now waiting on a separate billing referral, which seems to have its own delay.
3 Answers
If the issue is urgent or affecting the business, make sure the case has the appropriate severity and that all new developments are added to it. Your support plan can also affect which contact options are available and how quickly they respond.
Cases that are routed to another team can remain unassigned or take a while to reach the right queue. Live chat may connect you faster initially, but billing or security referrals can still require a separate wait and handoff.
Wait times can vary a lot depending on the service and support category you selected. UK mornings may also overlap with handoffs between regional support teams, so the queue can be unpredictable. A referral to another department may add another delay after the initial chat.
It’s already marked as an urgent, business-impacting issue. I’m trying to follow up because additional problems have occurred since the case was opened.