Escalation Request – ChatGPT Performance Issue (11+ Days to determine this is a software BUG)

ChatGPT Bugs
1

Hello OpenAI Support,

I initially reported a critical performance issue with ChatGPT over 6 days ago, and I have yet to receive a resolution or meaningful update. My issue remains unresolved despite following all recommended troubleshooting steps, including:

:white_check_mark: Trying different browsers (Google Chrome, Microsoft Edge, Incognito Mode)
:white_check_mark: Testing on multiple devices (PC and Android)
:white_check_mark: Running internet speed tests (336.31 Mbps download speed)
:white_check_mark: Flushing DNS and clearing cache
:white_check_mark: Testing other AI tools (Google Gemini, Microsoft Copilot, IBM WatsonX, Grok-3) – All of which work perfectly
:white_check_mark: Attempting different networks (including VPN)

Issue Summary:

  • ChatGPT is taking 2 minutes or longer to respond to prompts.
  • I am receiving “Page Unresponsive” errors in both Chrome and Edge.
  • Every other AI tool I use is working without issues.
  • This issue persists across multiple devices and networks.

Given that this issue appears to be specific to ChatGPT and my account, I believe it requires higher-level technical investigation from OpenAI.

I kindly request immediate escalation to a senior technical support representative or engineering team. If this issue is account-specific, please check if my profile has been throttled or flagged incorrectly.

As a ChatGPT Plus subscriber ($20/month), I expect timely assistance. If this issue is not resolved soon, I may need to cancel my subscription and switch to alternative AI tools that are currently working without delays.

Please confirm that my case has been escalated and provide a clear timeframe for resolution.

Thank you,
Richard M. Klein
Rick777K@gmail.com

2

ChatGPT also told me the below which I don’t want to cancel and need these performance issues fixed.

Final Steps & What to Expect

:white_check_mark: Within 24-48 hours: OpenAI should respond if the ticket is properly escalated.
:white_check_mark: If still no response: Post on their forum and X/Twitter to get attention.
:white_check_mark: If they don’t help within a week: Consider canceling and switching to another AI tool.

This escalation method forces OpenAI to take action. Let me know if you need any changes to the email or escalation process! :rocket:

3

Hello Support, Liam who I have been working with through help openai website asked me to reproduce the slow response error I am getting every time I type and press enter in ChatGPT from both Chrome and Edge. I am not having these issues with IBM watsonx, Grok, Google Gemini, and Microsoft Copilot which I asked the exact same thing I ask ChatGPT each time to see which one responds the fastest and the content of the responses.
Only ChatGPT takes 1 to 3 minutes to respond each time since 2/28/25 around 12:33 PM. The others respond instantly or within 10 seconds. This issue is with ChatGPT only and not my network connection or PC since the other AI tools I mentioned I am testing are not having slow response time. PLEASE ESCLATE AND PROVIDE THE STEPS TO RESOLVE THIS.

4

Hi Folks,

For ChatGPT issues, please make use of help.openai.com and the support system via the icon in the bottom right corner to connect with the ChatGPT support team.

5

I did and they have not been helpful. Only two people have been replying. It has now been 6 days, 18 hours, 22 minutes and 49 seconds. Liam and Timmy are not providing a solution please escalate this which I have asked them to do but they have not which is why I opened this. Please advise.

6

Hello I just emailed the HAR file to support at openai com. It will not let me type a URL in replies or attach a file from my google drive so that is why I sent the file through email. I also provided Liam the HAR file and let him know I sent it to you. Pleas assist Liam in support so he can provide me the next steps to resovle this. Again I am only having these issues with ChatGPT not any of the other AI tools I am asking the exact same questions to timing the responses time and content provided. Please advise ASAP It has not been 6 days, 18 hours, 55 minutes and 33 seconds since I reported this on February 28, 2025, at 12:33

7

Please assign this to someone else who can help me, so I don’t have to wait on you Liam or Timmy. I understand you are busy helping others but I need a solution and it has now been 6 days, 20 hours, 36 minutes and 48 seconds since I reported this on February 28, 2025, at 12:33 PM

To add I installed the ChatGPT search extension by going to my profile > Get ChatGPT search extension which responds instantly when I do a google search it opens ChatGPT and displays the results with no delay.

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Please escalate to a senior person on your team who can review this and provide the next steps for me to resolve this.
It has now been 7 days, 0 hours, 6 minutes and 2 seconds since I reported the performance issues, I have having waiting for ChatGPT to respond after I type and press enter.
As I said previously, I installed the ChatGPT search extension by going to my profile > Get ChatGPT search extension which responds instantly when I do a google search it opens ChatGPT and displays the results with no delay.
I did an internet speed test just now using Google Fiber URL and I am getting 601.00 Download and 12.0 upload so it is definitely not my internet connection.
I provided the same in the active help openai com website in the conversation with Liam and Timmy which I am still waiting for Liam to respond. Are these the only two people that work in support for OpenAI?
​

10

I’m facing the same issue !!

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Please escalate to a senior person on your team who can review this and provide the next steps for me to resolve this. JohnDorpa replied to my Escalation request below who is having the same issue so it is not just me.

It has now been 7 days, 17 hours, 30 minutes and 39 seconds since I reported this to support on February 28, 2025, at 12:33 PM.

I reproduced the error of ChatGPT, taking 3 minutes 39.25 seconds to respond after I started recording the screen using OBS studio and then typed the below in ChatGPT and pressed enter. The exact issue that I have been experiencing since February 28, 2025, at 12:33 PM occurred. I attached the video 2025-03-08 05-28-44.mkv to the open support request which Dan replied with the below this morning. I was already using the mode

Please provide update ASAP. Thank you for your help.

I also updated this request after I reproduced the error and recorded it using OBS studio plus sent to Dan through the support conversation

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ADDING SUPPORT UPDATES TO THIS ALSO.

Profile image for Dan
Profile image for Dan128×128 2.93 KB

Dan • 6h ago

Hello,
​
Thank you for reaching back to us.

We understand how frustrating this has been for you. We reviewed your request, and it looks like the video attachment didn’t come through. Could you kindly reattach it to your support request? This will help us thoroughly investigate the issue.

Once we’ve reviewed the video and confirmed the behavior, we’ll determine the next steps, including escalating if necessary. We appreciate your cooperation and will keep you updated.

Best,
Dan
OpenAI Support

March 9

Hello Dan,
I was very surprised to read your message this morning after it has now been 8 days, 17 hours, 41 minutes and 22 seconds sicne I reported this issue which JohnDorpa added to my Esclation Request that I also posted under community openai com web site.

Attached is the video again where I just watched it on my PC to make sure it was viewable which it is and it is about 4 minutes long. It has a black spot when I looked at Task Manager to verify CPU and memory were not maxed out which they were. PLEASE ESCLATE TO SENIOR PEOPLE ON YOUR TEAM TO PROVIDE THE NEXT STEPS FOR ME TO DO TO RESOLVE THIS. THIS ONLY OCCURS ON CHATGPT AND NOT ON Google Gemini, Microsoft CoPilot, IBM Wastsonx, Grok, that responds instantly after I type and press enter. PLEASE HAVE SENIOR PEOPLE REVIEW THIS WHOLE CONVERSATION SINCE I HAVE BEEN ASKED FRO THE SAME INFORMATION SEVARL TIMES. PLEASE LET ME KNOW THE NEXT STEPS TO RESOLVE THIS ISSUE THAT IS ONLY OCCURING WITH CHATGPT.

2025-03-08…-28-44.mkv

Doesn’t ChatGPT support have 24/7 support like all other technology companies? Why is not anyone else responding that is working right now and why I am having to wait on you? Before I was waiting on Liam and then before that I was waiting on Timmy. 24/7 support normally does not require paying users to wait. PLEASE ESCLATE NOW AND HAVE A SENIOR PERSON REVIEW AND PROVIDE A SOLUTION FOR THIS REPORTED ISSUE WHICH IS RESPORTED 8 days, 17 hours, 41 minutes and 22 seconds ?

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PLEASE ESCLATE TO SOMEONE ELSE BESIDES DAN, LIAM OR TIMMY WHO HAVE NOT BEEN ABLE TO ASSIST ME WITH THE ISSUE OF CHATGPT THE $20 A MONTH VERSION BEING UNRESPONSIVE.

It has now been 9 days, 18 hours, 31 minutes and 7 seconds since I originally reported this to Timmy in support on 2/28/25 around 12:33 PM.

I recorded the same issue which is worse this time it took 5 minutes 18.25 seconds to respond after I clicked wait several times and then finally clicked stop/refresh which displayed the results.

PLEASE ESCLATE TO SOMEONE ELSE BESIDES DAN, LIAM OR TIMMY WHO HAVE NOT BEEN ABLE TO ASSIST ME WITH THE ISSUE OF CHATGPT THE $20 A MONTH VERSION BEING UNRESPONSIVE. It is not my internet connection or my PC I am not having the same results when I type the exact same thing other AI free tools I am testing along side ChatGPT to see which performs better. So far ChatGPT is performing the worst based on this test to get another screen recording in MP4 format per Dan’s request.

3/10/25 – Typed below in ChatGPT to reproduce the slow response issue.

Dan in ChatGPT support has requested I record a video again to show the slow response of ChatGPT after I type and press enter. I just tested my internet connection on Fiber google test website which is getting 282.9 Mbps down and 12.1 Mbps up so my internet connection is not the issue. Please examine why ChatGPT is taking 1 minute to 3 minutes to respond after I type and press enter. Google Gemini, Microsoft Copilot, IBM Wastsonx, Grok, that responds instantly after I type and press enter.

After 5 minutes 18.25 seconds and having to click wait several times and then clicked exit page and reload then ChatGPT said:

I understand your frustration with ChatGPT’s slow response times, especially when other AI tools like Google Gemini, Microsoft Copilot, IBM Watsonx, and Grok are responding instantly. Given that your internet connection is performing well, the delays you’re experiencing with ChatGPT could be due to several factors:​

Server Load and High Demand: ChatGPT’s performance can be affected during peak usage times when many users are accessing the service simultaneously, leading to slower responses.​

Long Chat Histories: Extended conversations can cause the system to reprocess the entire chat context with each new input, resulting in increased response times.​

Model-Specific Performance: Certain models, like o3-mini-high, may prioritize deeper reasoning, which can lead to longer response times.​

Recommended Actions:

  • Start a New Chat: Initiating a fresh conversation can help reduce lag associated with long chat histories.​
  • Switch Models: If you’re using a model like o3-mini-high, consider switching to GPT-4o, which is optimized for both speed and performance.​
  • Check OpenAI’s Status Page: Visit OpenAI’s status page to see if there are any reported outages or issues affecting ChatGPT’s performance.​
  • Contact Support: If the issue persists, continue working with OpenAI Support and provide them with detailed information, including screen recordings and HAR files, to assist in diagnosing the problem.​

I hope these steps help improve the response times you’re experiencing with ChatGPT.

  • List item
14

I am waiting for this to be escalated. Please advise ASAP.

This has still not been resolved and it has now been 11 days, 1 hour, 46 minutes and 15 seconds since I reported this on 2/28/25 5:30 AM. Obviously, a senior support person said that the conversation being too long will cause this issue

This proves this is a ChatGPT bug if the conversation is too long which will cause ChatGPT to get confused and take longer to respond. On an average it is taking Adding my support conversation here. This proves that a conversation that is not new will cause response time to be 1 minute to 3 minutes plus. I knew this was a ChatGPT bug when I originally reported this since I was typed the exact same thing in the following AI Tools (Google Gemini, Microsoft Copilot, IBM Wastsonx, Grok, that responds instantly after I type and press enter**

PLEASE ESCLATE TO YOUR BOSS NOW DAN OR HIS MANAGMENT. YOU STILL HAVE NOT PROVIDED WHAT THE SLA’S ARE FOR CHATGPT SUPPORT AND I HAVE BEEN WORKING WITH YOU, TIMMY AND LIAM.

OBVIOUSLY IF I START A NEW CONVERSATION CHATGPT RESPONDS FASTER. THIS PROVES THIS IS a software BUG WITH CHATGPT PLEASE ESCLATE TO YOUR BOSS NOW DAN OR HIS MANAGMENT. YOU STILL HAVE NOT PROVIDED WHAT THE SLA’S ARE FOR CHATGPT SUPPORT AND I HAVE BEEN WORKING WITH YOU, TIMMY AND LIAM. HOW DO I RATE MY SUPPORT EXPERIENCE SINCE I KNOW THEY RECORD THIS INFORMATION AT COMPANIES LIKE MICROSOFT.

Dan • 1h ago

Hello,
​

Thank you for providing the screen recording. We understand how frustrating this has been, and we truly appreciate your patience. After reviewing the video, it appears that the browser is struggling to respond, likely due to a heavy load from an extended conversation thread.

We know that you’re eager for an immediate escalation, and we want to assure you that we are taking your concerns seriously. However, before escalating, we need to rule out possible factors that could be affecting performance to ensure the right resolution. We truly appreciate your patience as we work through this together.

Before moving forward, please try the following steps:

  • Start a new conversation periodically – This helps reduce the processing load from lengthy chat histories.
  • Clear the app/browser cache – This can help free up resources.
  • Ensure your app/browser is updated – Running the latest version prevents performance issues.
  • Transfer important context – Save key details in notes or a document, then upload or copy them into a new conversation. Be sure to use the appropriate model for what you are working on to maintain consistency.

Next Step:
Please try this in a brand-new conversation and observe if there is any improvement. Be sure to select the appropriate model for your needs. If the issue persists, we’d appreciate it if you could record another screen capture and share it with us so we can further analyze the behavior.

Thanks again for your patience—we’re committed to getting this resolved as quickly as possible. Looking forward to your update!

Best,
Dan
OpenAI Support

Wow I am completely disappointed at how horrible OpenAI support is with your latest reply. So you are saying that this is a bug since I don’t have this issue with any of the other AI tools I am testing with along side ChatGPT typing the same thing in each and pressing enter to see the responses time and the response. How do I escalate this to someone else Dad? How is this not a bug since this does not occur on the other AI tools I mentioned in this conversation over and over again? PLEASE ESCLATE TO YOUR BOSS NOW.

TYPO - PLEASE ESCLATE TO YOUR BOSS NOW DAN OR HIS MANAGMENT. YOU STILL HAVE NOT PROVIDED WHAT THE SLA’S ARE FOR FOR CHATGPT SUPPORT AND I HAVE BEEN WORKING WITH YOU, TIMMY AND

15

I am updating this so all are aware in the ChatGPT community.

Hello Shri,
Thank you for confirming this is basically a bug from the users standpoint or as you are implying a limitation of the current ChatGPT build. It would have been very helpful and caused ChatGPT users less frustration if support was honest with the users. If it was shared with Dan, Timmy and Liam who were trying to help me but waiting on a team like yours to confirm the issue which you finally confirmed the issue which is below.
….the slow response times in extended conversations are likely due to the way ChatGPT processes long chat histories. While this is a known limitation rather than a bug, we recognize that it impacts your experience and is an area for improvement.
Why did it take 12 days, 23 hours, 43 minutes and 29 seconds to finally be provided with this information which was known when I reported this?
Customer service is still key in all businesses, and I am a ChatGPT customer based on paying $20 a month. I think I might cancel my $20 subscription because of this experience and just use the free ChatGPT which basically it doesn’t matter that you have to start a new conversation after so many lines
ChatGPT told me the below when I asked it the below. It should have also responded that the paid version has limitation of processing long chat histories which is really a bug or support should share this with users when the slow response is reported.
What are the limitations of using the free chatgpt client?
ChatGPT said:
The free ChatGPT client has several limitations compared to the paid versions (ChatGPT Plus, GPT-4 Turbo, and enterprise offerings). Here are the key restrictions:

  1. Model Limitations
    • The free version only gives access to GPT-3.5, which is less powerful, less accurate, and more prone to hallucinations than GPT-4 Turbo (available in the paid version).
    • Lower reasoning ability – struggles with complex prompts, detailed coding, and nuanced responses.
    • Slower updates – may not always reflect the latest improvements.
  2. Usage & Speed Restrictions
    • Limited number of messages per day (whereas GPT-4 Turbo users get higher limits).
    • Slower response times during peak usage, as free users get lower priority.
    • Increased lag in long conversations, leading to delays in responses.
  3. No Access to Advanced Features
    • No File Uploads – Free users cannot upload and analyze files (like PDFs, Excel, or CSV).
    • No Web Browsing – Cannot fetch real-time information from the internet.
    • No Code Execution – Cannot run Python scripts for calculations, data analysis, or automation.
    • No Custom GPTs – Free users cannot create or access custom GPT models tailored to specific tasks.
    • No Image Generation – DALL·E-powered image creation is unavailable.
  4. Memory & Context Limitations
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ChatGPT slow response Issue confirmed by Shri OpenAI Team

….the slow response times in extended conversations are likely due to the way ChatGPT processes long chat histories. While this is a known limitation rather than a bug, we recognize that it impacts your experience and is an area for improvement.

1 Like
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Please create a help doc for all chatGPT users that might encounter this issue.

Issue started on February 28, 2025, at 5:30 AM and I was updated it was a limitation of the current ChatGPT build and long conversations could take 3+ minutes to respond.

Issue: ChatGPT nonresponsive after you type and press enter taking 3+ minutes to respond having to click on wait message several times if comes up or click stop then refresh page which displayed the results.

This is a limitation of the current ChatGPT build (Google Gemini, Microsoft CoPilot, IBM Wastsonx, Grok, responds instantly after type and press enter.

Work Around: Start new conversation of ChatGPT response time taking 1 to 3 minutes this is a current limitation of ChatGPT.

ChatGPT slow response Issue confirmed by Shri OpenAI Team

….the slow response times in extended conversations are likely due to the way ChatGPT processes long chat histories. While this is a known limitation rather than a bug, we recognize that it impacts your experience and is an area for improvement.

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Issue: The chat history for long conversations is causing this to make the response time 3+ minutes at time as I observed. Knowledge bases are key to support which I have worked with my whole IT career in the gaming industry here in Las Vegas. Hopefully a KB was created for the next OpenAI customer that reports this issue.

Resolution: Start a new conversation if it takes 3+ minutes to respond after you type. This is a current limitation of the current ChatGPT build.

3/14/25

@7:23 AM

My reply and I rated it the best

You rated the conversation

Thanks for letting us know

Great job by Xander and Shri. I think the issue also was that Dan, Timmy and Liam were not getting the information from senior people on your support team that delayed me understanding the issue. The chat history for long conversations is causing this to make the response time 3+ minutes at time as I observed. Knowledge bases are key to support which I have worked with my whole IT career in the gaming industry here in Las Vegas. Hopefully a KB was created for the next OpenAI customer that reports this issue.

Thank you for all your help.

Xander • 5h ago replied

Hi Rick,

I appreciate you taking the time to share your feedback, and I completely understand how frustrating this experience has been. We’re always looking to improve, and while this limitation in long conversations has already been flagged to our engineering team, your input is valuable, and I’ll make sure it’s taken into account as well.

I also want to sincerely apologize for the delays in getting you a clear answer earlier. To avoid misinformation, we always aim to gather all necessary details and verify findings before providing an official response. I understand that this process can sometimes take longer than expected, and I appreciate your patience while we worked through it.

Please know that this issue is still being reviewed by our team, and while I don’t have an immediate fix to share, your feedback helps shape future improvements. Let me know if there’s anything else I can assist with.

Best,

Xander

OpenAI Support

Fin

Help Xander understand how they’re doing:

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You can close this. Please share with other users that report the same issue I had.