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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AA hung up on me

26 replies

IsItOkayTheyDidThat · 23/06/2019 10:51

The one for alcoholics not the one for cars.

They offer an online chat service, which I used because I'm autistic and find phones and/or meetings very difficult. Also because it's Sunday and no-where else is open/online.

I know they're not the Samaritans, but hanging up mid-chat isn't okay, is it? My readings of situations/interactions aren't always the best so would appreciate input on this.

I'm open to the possibility it was a technical hang-up but it didn't feel like it... So maybe the problem is my perception?

OP posts:
3GreenFrogs · 23/06/2019 10:52

What were you saying when they hung up?

IvanaPee · 23/06/2019 10:52

What, you were mid-sentence and they just hung up?!

I think it’s highly likely there was an error!

Are you ok?

Jemima232 · 23/06/2019 10:53

It could be either, really.

I think you should contact them again and ask what happened.

tomtom1999xx · 23/06/2019 10:54

How long had you been on the phone before they hung up?

HolesinTheSoles · 23/06/2019 10:54

What makes you think it wasn't an error? It's happened to me quite a few times with sales people etc?

Jemima232 · 23/06/2019 10:54

Would it help if you told us why you were in contact with them? Some of us may be able to offer support to you.

Original poster
IsItOkayTheyDidThat · 23/06/2019 10:55

I was in contact with the AA in matters relating to problematic alcohol use. I'm fine, currently sober, and in no imminent danger, many thanks for asking.

OP posts:
Original poster
IsItOkayTheyDidThat · 23/06/2019 10:57

It was an online chat. That I accessed because I'm autistic and prefer text communication.

OP posts:
IvanaPee · 23/06/2019 10:58

With it being an online chat I’m even more inclined to think it was a glitch. Please try again if you need to. It won’t be that they hung up! Flowers

ItsAllGoingToBeFine · 23/06/2019 10:59

I'd also strongly suggest it was more likely to be a glitch.

TreadSoftlyOnMyDreams · 23/06/2019 10:59

I imagine that it was a technical issue. Have you checked their website? It's not uncommon to have lots of technical changes/upgrades happen at weekends and have intermittent outages on services. I don't know a lot about how tech chat works but possibly even a network blip for them or you could cause it to drop.

EggysMom · 23/06/2019 11:00

They're a service - I'm pretty sure their staff/volunteers will have been trained to post a particular 'end of conversation' message before closing the chat. So I'm with the responses who say it is most likely an IT glitch.

Jemima232 · 23/06/2019 11:01

I'm glad you're not struggling severely at the moment.

It does sound like a technical glitch. Have you tried logging in again?

Original poster
IsItOkayTheyDidThat · 23/06/2019 11:03

That makes sense about the 'end of conversation' message especially. Okay, it was a technical hang-up and I don't need to go into an overthinking thing. Thank you :)

OP posts:
saraclara · 23/06/2019 11:17

My wifi occasionally drops out for just a few seconds. It generally has no impact at all, but I have been on a webchat a couple of times where the drop out (which I hadn't noticed) cut off the chat. So yes, don't be put off talking to them again!

HennyPennyHorror · 23/06/2019 11:18

But well done for coming here to ask for support to deal with it. That's the way to do it....keep posting when you need support or to ask questions about situations you're not sure of.x

CloserIAm2Fine · 23/06/2019 11:20

I agree it sounds like a glitch, and that if they were deliberately ending the conversation they would’ve said so and why (inappropriate language or content probably the most likely reasons which you’ve said there wasn’t)

I hope you can reconnect to them, it sounds like a useful resource for you

Proteinshakesandtears · 23/06/2019 11:24

I work in a call centre that also does online chat. These things happen.

On a call, if you have managed to get enough information, you can call the person back. So you can put their mind at rest that you didnt hand up on purpose.

On online chat you cant.

Unless you were bign abusive, which I am sure you werent, I am positive it 2as a technical glitch.

I get that it may not feel like that. Just get back in touch if you need to carry on speaking.

Bluerussian · 23/06/2019 11:40

You could have just been cut off by accident, it does happen - quite frequently. Bless you, don't feel rejected, AA are good (& at least you weren't left stranded by the side of the road with a burst tyre and no spare wheel (joke - nearly)).

Loopytiles · 23/06/2019 11:44

I have often had this technical glitch happen with online chats with companies, eg mobile phone company.

Original poster
IsItOkayTheyDidThat · 23/06/2019 11:47

I wasn't being abusive, but I was worried I was being too complicated :( I have past form for being declined by services for being too complicated (wrong box/between/too many boxes etc.)

OP posts:
Becca19962014 · 23/06/2019 11:52

I know what you mean about "being too complicated" this is a problem I have.

My experience has been that people will still try to help, albeit by asking for it to be more simplified. I know for me my issues are so strongly intertwined it's very difficult for me to get support from such services, but they do tend to say that and point in the direction of other possible support and not just hang up.

cannycat20 · 23/06/2019 12:05

Sounds like it may well have been a WiFi or internet outage...I often talk to people for work and family members via Skype, Zoom and other online systems and our connection often drops out halfway through. (We're going to change provider shortly as it's now affecting my ability to work.)

It may also have been that, if your situation is a little complex, they wanted to get assistance from a more experienced colleague and the chatbot disconnected them if they had been inactive for a little while.

I'd definitely get in touch with them again.

All the very best to you.

Coffeeonthesofa · 23/06/2019 12:16

Echo what a pp said, a lot of live chat functions have a cut off time, so if the person at the other end had gone to seek help from a colleague then you could have been timed out.
The IT support system my work uses is a typical annoying example, obviously i’m not comparing this to AA.
I have had a few chats where I explain a complicated IT issue, they ask a follow up question, I reply then they say looking into it i’m waiting for a reply so don’t type anything more but the system thinks it’s my turn so if I don’t reply within a set time the system thinks i’ve gone off and shuts the conversation down. Extremely annoying as I have to keep the chat going with nonsense such as “any update” just to keep the chat alive.

heath48 · 23/06/2019 12:41

Just to clarify OP,I am a member of Alcoholics Anonymous the chat line is not to be confused with a counselling service,it is merely to point you in the direction of meetings in your area and put you in contact with someone to meet you there or go with you.