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error on bt tech and billing chat

hi there on microsoft edge chrome or firefox and on tablet safari when registering all details the chat bot needs and waiting  for the customer serivces or the tech team to appear online after this there is 18 to 20 mins before error shows up on top left hand corner of the chat supportbox with no ref or anything this has been happening for a few weeks now normally box wood say message us with little message logo 

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