Is there a problem with the online chat support? Because over the past couple of weeks it has been unavailable everytime I have tried... and I have tried a lot!
do you pay the 9.95 for the service? if not then it is only available when they have a lighter than usual schedule so they provide the rest of us with the privilege. the rest of us have to submit support tickets
What Ryo-ohki said — and we've been busy lately, so chat is currently only available to customers who are paying for phone/chat support.