Not only is it frustrating -- it's typical of my own experiences using AT&Ts online chat. Even if you do manage to get through, getting an answer or getting anything resolved - is all but out of the question. I'm invariably instructed to call and talk to blah, blah, blah ...
AT&T's online chat is a great way to waste time if you are as Ron White the standup comedian says "naked, sitting in a beanbag chair, eating a bag of Cheet-ohs!"