Apple Care Plus - No 24/7 US Support

Per Apple, I have 24/7 chat and phone support. However, the service is not available in the US, after-hours.

Since the beginning (decades ago), I used to call Apple Support (24/7) and get to a live person. It was easy, provide the Serial Number and Apple would confirm your product still had support. Circa 2016, when I rang tech support, I would get an automated message that stated, "Technical support is now closed...." and proceed to give me their hours. I would keep calling back until it would finally bypass that recording. Apple did not know why this occurred. In 2020, I could no longer get to tech support after-hours. Apple acknowledged the problem and in order to assist, provided me with an Enterprise account (with an agreement number). That worked for a year, but the problem returned and Apple did not want to give me a new Enterprise account number. The workaround was to call the tech support in London or Australia. They would call me back on my US phone and provide support. In 2024, I brought the topic up again with Apple, they directed me to the Apple App on my mobile device. This worked for the entire year, but yesterday...

The mobile app will only connect me with the US site. And if it's after-hours, there is no way to get a live person at tech support because the system recognizes the call is coming from a US phone.

I spend the morning talking to Apple, and they are confused. They do not know why the 24/7 option is not working. As I worked my way up the support chain, several representatives indicated Apple did not provide 24/7 support because the US offices closed at night. When I provided them with the copy of my coverage/contract, it clearly states, "24/7 chat or phone support". The reps would look at the website and agreed, Apple Support Plus is 24/7 chat or phone support. They are working on it now and I am hopeful that after all of these years, they'll fix the issue.

If you have any input, please do share.