The Netflix support page explains that chat support is being focused on as an alternative, so that more agents can assist while working from home.
The statement says: ‘The COVID-19 crisis has meant that thousands of our customer support agents are unable to work, or are now having to work from home.
’So our wait times are higher than normal. We’re working hard to provide the best support we can under the circumstances, and apologise for the delays you are experiencing.’
Hulu and Disney have also reduced their phone support. Hulu is only reachable via phone between 4am and 8pm PT instead of 24/7, while Disney is promoting chat support in favour of using phone lines.