Telkom Chat a non starter

I thought I would try out the Telkom chat channel to resolve an issue I have with my LTE speed. I started a chat at 22:03 and I am typing this message while I am waiting for a response. Its now 22:23, thats 20 min of waiting. The first line when you open the chat is \Welcome to the Telkom Chat service.<br> One of our friendly agents will assist you shortly". I was excited to read the word shortly"