Chat support is unavailable?

I need to speak to someone in support. Chat is listed as an option for my product but it seems to be grayed out or the link doesn't work: clicking on it does nothing. Clicking on forum takes me to the forum. But I don't want the forum - I want chat.

I have been round and round and round with "still need help? contact us", (enter your product... your support options are chat and forum... oops, chat doesn't work....do it again....).

How do I access chat?? Or a phone number.