Can’t start a web chat with support

[2DividedByZero]

Hi. I know the phone helpline is closed after 8pm, not that I can locate the number for it, but I can’t find a way of starting a web chat even though it says this is available 24/7. I go through the app and where it says to start a conversation this just takes me to a list of questions when I click it. It then goes round in circles. There’s no way to chat with anyone. My son’s new iPhone that he’s had a couple of weeks and has been working fine now shows no service. It’s a problem with his new phone as the chip works fine in his old phone and has service. I’ve tried my chip in his new phone and that doesn’t work, so it’s definitely the new phone that’s the problem. We need a replacement phone but can’t find out how to contact anyone. Help!

[MI5 · Accepted solution]

@2DividedByZero 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[2DividedByZero]

Thanks! I managed to get through using the normal choices at 8 but it took a while so maybe your way would have been quicker! Got to speak to a real person then transferred to someone in Returns. A replacement phone is on the way. They didn’t seem surprised by the problem so I wonder if this is a known problem with the iPhone SE 2020. Anyway, all sorted now thank you!

[MI5]

Pleased you got sorted.