Live Support Chat is never active for me

Every time I've ever tried to go to a scheduled Live Support Chat here, it's never worked.
Right now, if I go there, it says there's one happening right now with Michelle Shull (Monday, May 25, 1pm EST). But when I click on it, I get a chat window for a brief second, and then it greys out and says "Chat currently Closed." I refresh, wait a while, refresh again, and it never changes. I've attempted several times over the past week. Am I doing something wrong? Missing something? Are the times being messed up for me and when it says there's a chat, it's not actually happening?