you do have access but there are only so many agents which are probably handling 100's if not 1000's of calls. you have to be patient. it would probably be no better if you had to contact the IRS. this time of the year you could be on hold for hours.
Live Support from TurboTax is available during the hours shown below. They are open 16 hours per day, not 24.
Hours: 5AM-9PM Pacific (8AM-12 Midnight Eastern), 7 days/week
For technical or product issues, you can use this contact form to get a phone number, or it may schedule a call back:
To speak to a live tax expert CPA/EA as part of your Live Deluxe product, for which you are paying extra:
FAQ: How to talk to a tax expert in TurboTax Live:
FAQ: What is TurboTax Live?
FAQ: How do I schedule the review of my return prior to filing in TurboTax Live?