Chat support down??

I have att fiber optic internet and had uverse but then it was changed to directv stream without me even having a choice.  Ive spoke to 3 different directv satellite reps who said the ONLY way for me to reach them was via chat. Ive been waiting for a rep since 11am and its now 230pm and still no response.  I cant even access managing my package either. Is this "normal" for directv stream or is something "down "? Thank you to anyone who knows!