Contract ending - I want to discuss a new offer but on-line chat does not work

The last time my contract was near expiring I used the chat facility to negotiate a new package. It was reasonably simple to do this. 18 months later I want to do the same thing but the chat facility does not launch. I have tried multiple devices with multiple browsers from different locations, cleared cache/cookies but no joy.

This should be a simple process but VM seem to enjoy making it as difficult as possible. I really do not want to waste hours trying to do something that should be simple.

Does anyone have tips for the most painless way to negotiate a new package?