Ask Discovery | Agent chat

The Ask Discovery function does not work when trying to speak to an agent. I get asked "Great! Can I hand you over to a live agent? 'Name' is ready to help. You have 5 minutes to accept the chat."

When I click Yes which is one of only two options I then get "Sorry, I didn’t get that.Try using a short and specific question, e.g. ‘How do I earn Vitality points’ or ‘Am I covered for a visit to a specialist’."

This is very frustrating.