App will not connect after reset and reinstall and no chat bubble appearing on fizz website?

Paul G. #29488

After days of trying to get the app to connect to the modem (rebooted phone, reinstalled app etc.) I now have one device that cannot connect to the internet because it was paused before the app disconnected from the modem. Most importantly there is no chat bubble on any browser I try. Hoping to get this resolved soon.

Mike

Hi Paul

You can always connect to the modem with a browser

1. Log in at: 192.168.0.1 from the web browser of any device.
2. Log in using the following information:
Username: cusadmin
Password: xxxxxxxx (Password you chose during initial setup)

Security > Device Filter

Paul G. #29488

Thank you, but I've been trying this repeatedly to no avail, 192.168.0.1 does not return a page.What I'd really like is to be able to chat with a live assistant but the chat heads are not available.

Mike

Hi Paul,

The IP 192.168.0.1 is a standard one, but you can changed it, I do not know if you changed it.

You can check the default gateway in your connection, and try with it, but not from the device which is blocked

Regarding, the chat, please use a computer or the phone in horizontal mode or in desktop mode, since in order to have the chat option you need to have a minimum screen size.


Contact the support

1- Log in to your account (see top right).
2- Any ad blocker in your browser must be disabled.
3- You must be on a help sheet: https://fizz.ca/en/faq/how-do-i-fix-payment-issue
4- The green bubble should appear in bottom right of the page

StefanM

Please try incognito mode when connecting to support. This usually helps.

Paul G. #29488

When the chat options appear, I click on chat and nothing happens, I tried messenger same result. The bubbles appear but they will not activate.

Paul G. #29488

Right now what I have is an app that will not connect to the modem, so devices that were paused are not able to access internet, I have not changed the standard IP, and the chat is not functioning. Is there really no way to contact a tech person at fizz?

Samuel G. 76704

Hi Paul,
If you wanna contact Fizz through Facebook, simply go to https://www.facebook.com/fizzca/, and message them directly there.
If you prefer whatsapp, their number is +1-438-393-5814
I personally don't use the app and login to the router directly to make changes as the App is a bit of a pain at times.
Cheers

Whizz

Hi Paul,
I understand your case and I'm sorry for the inconvenience.
I'd recommend you perform a factory reset of the modem by using a sharp object to press on the small button in the orifice behind the modem for 15 to 20 seconds, then let the modem reboot itself and test the connection.
Also, try to clear the cache memory from the deleted Fizz Wi-Fi app and install it back, then use the Default Wi-Fi key from the back of the modem to log into it.
You can contact us on Live chat by using any of our FAQs in the Solutions Hub, such as this one:
https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do
You just need to access an FAQ(link) like the one above, scroll through it and after 10-15 seconds the ? bubble will appear in the bottom right corner of the page.
Clicking on it will reveal multiple contact options, including the Live chat which is at the very bottom.
Here you can find more information about how you can do that: https://fizz.ca/en/contact-us
Thank you very much for your understanding.
Have a good one!
Andrei