live chat never connects to an advisor

Hi everyone,

I'm hoping an EA community manager or moderator can help because I've exhausted every support option I know of.

My EA account was hacked less than a week ago. The hacker changed the email address on my account, so I am completely locked out. I still have access to my original email address and can verify ownership of the account, but I can't reach an EA advisor to begin the recovery process.

The bigger problem is that EA Help's live chat appears to be broken for me.

I've opened multiple compromised account cases.

I've tried on my PC and my phone.

I've tried different browsers, Incognito mode, Wi-Fi, and cellular data.

I've tried at different times of the day for several days.

The chat says the wait time is only a few minutes, but no advisor ever joins.

My messages send successfully, but I never receive a response.

Later, my case is automatically marked "Player Unavailable" due to a network interruption, even though I stayed connected the entire time.

I have screenshots showing the chat never connects and that my cases are being marked "Player Unavailable."

I'm not asking anyone here to recover my account. I'm asking if an EA community manager or moderator can help escalate my case or advise me on how to reach an advisor, because the normal support process isn't working.

Thank you for taking the time to read this.