Why is the chat bubble gone from the website?

AlexB · November 2018

The chat bubble just disappeared from the website two days ago. Someone on Reddit reported that Fizz told him that it's going to only be via Facebook now (which is incredibly dumb). I just spoke to Fizz rep on Facebook and she told me that it's still there in the FAQs, but I don't see it anywhere in there. Is Fizz getting rid of live support?

Mario_FQDZA · November 2018

The chat bubble or messenger bubble are nowhere to be found.
Hey Fizz, deal with that!
It looks very bad to leave your clients without customer support!

Whizz · November 2018

Hi Alexandre,
Welcome to our community hub!
As you know we're currently in Beta and we're testing all of our support streams, that's why you have seen the chat icon appear and dissappear or being replaced by FB messenger. Not to worry our Chat stream is here to stay

Andreea

AlexB · November 2018

If it's here to stay, where is it?

Mario_FQDZA · November 2018

"testing all of our support streams" 24 hours before a deadline? Wow!

AlexB · November 2018

This is another reason I just receive on Facebook: "In the beta phase, we are testing new communication channels. Messenger this morning. It's a more modern chat, with a more "Mobile" experience. And that does not prevent you from contacting us, the proof, we chat together!" This is quite possibly the most cringe-worthy thing I've ever heard from Fizz or any other telcom. Apparently all Fizz subs are expected to have a Facebook account now and can't have live two-way communication (Fizz takes forever to respond on Facebook). How is this helpful? Back to the drawing board, Fizz!

FizzWiggler G. · November 2018

Hi all,
I don't think Chat is gone for good. It's one of Fizz's main channels to their customers.
I'm an old fella and have no Facebook account but I exclusively use WhatsApp to chat to very important businesses like KLM. (I fly a lot) There is nothing too strange in using social media to talk to clients.
Beta means testing things. That's a fact. My Office 365 did not work with the new Mac Mojave OS for one week until they released a patch. It's part of new rollouts.
Hope this helps!
FizzWiggler

Gwyneth R. · November 2018

Thanks for this info, was trying to figure out how to ask a question - sent it thru FB messenger.

FizzWiggler G. · November 2018

I am also now having a nightmare with MS Outlook for Mac and the Antidote software. Since the upgrade to both the OS and Outlook it does not work anymore - interconnection not possible. Druide, the maker of Antidote, are asking people to contact MS themselves in order to put pressure on!! Nightmare as I use that 100 times daily easily.
At least Fizz are trying to fix sh!t themselves

Samuel Comtois · November 2018

Indeed, the bubble chat appears and disappears. I thought that at the beginning it was my browser that was not compatible but it seems that this is generalized. I managed to contact them via FB Messenger and you also recommend passing to FB pending the return of it.
For the developers of the website, it might be interesting to integrate the chat MESSENGER FB website. (There is already some script to this effect) If it plan to remove totaly the "inner chat of this site"

Valérie L. 211 · November 2018

On your Fizz account, go to My Plans, then click on Manage my Plan, then try to click Unsubscribe. After doing all that, the FIzz Customer Support Chat Bubble will appear.

Mélanie L. 461 · November 2018

Same issue here.
And the customer service told me it was impossible. Not very helpful.
And apparently I am not the only one experiencing impossible situations...
If someone successfully reached their chat, could you tell us how? And mayb send snapshots of your screen?
Many thanks

Valérie L. 211 · November 2018

Try this last resort option:
Login to your Fizz Account - Click on the left panel «My Plans» - Click on the green bubble «Manage my Plans» - Click on «Unsubscribe» - It will take you to a new page with the Chat Bubble appearing on the lower right corner.

Mélanie L. 461 · November 2018

Thanks @Valérie!

I did not activate my SIM card however (that's my issue, the SIM cards that were "delivered" yesterday morning never really arrived...). So I don't have a "Unsubscribe" button yet.

Maybe that's why I can't have access to the chat?

Whizz · November 2018

Hi Valérie,
It's not necessary to go on this page, but you have to consult first the existing solutions on the FAQs. Then, you'll see the bubble chat automatically. If it appears and disappears it's because of our agents availability.
You could also try Facebook Messenger or Twitter, they reply quite fast.
Corina

ReneD · November 2018

Chat bubble has always been available Mon-Fry between 07:00-22:00 and on WE between 10:00 and 19:00

It sometimes desapear if there is no tech available to anwser

Anyhow, I procede in that order an I get the Chat bubble on almost every time between opening hours!

Prior to this DEACTIVATE POP-UP BLOCKERS.

1 - Login to your acount;

2- Go to any FAQ from the Solution Hub page;(ex: https://fizz.ca/en/faq/how-do-i-set-up-my-voice-mail)

3- Wait a few seconds, the Chat bubble should apear in the right bottum corner of your brorwser.

4- Click on the chat bubble and put question in the message area, it will tell your position in the waiting line.

That's it!

J. S. · November 2018

I don't recommend the chat bubble anymore. It's confusing to not having it visible. If they would show a greyed out chat bubble button then I would understand. But it's asking people to chase a unicorn. I suggest the following when people ask questions that are in need of Fizz Employee input.
Try reaching out to them using Contact Forms:
https://zone.fizz.ca/dce/customer-ui-prod/#/account/conta...
Or through facebook chat
https://m.me/fizzca

ReneD · November 2018

I agree with J.S.
The boiler is running out of water!!!
The contact form is the best strategy to get at least at ticket open whit your problem.
Only thing is that you need to be explicit as much as possible about your problem.
Otherwise you get into a infinite e-mail exchange that will last longer than chasing the chat (unicorn) bubble...
Cheers

Frederic O. #255 · December 2018

I followed the suggestion to use the contact forms. It worked alright: I got a reply and was told to use the Facebook messenger to continue! AAAAARGGHHH! I. Do. Not. Use. Facebook. I don't mind (anymore) if there is no chat bubble, I do not need an immediate answer. But please, give me way to reply to your messages, maybe with a simple email?