No access to agent chat in support section

srezat · December 2024

I had a conversation with Fizz support 4 days ago but the chat is still active, while there is no one on the other end. I want to receive help for another problem that I have faced but I can not request chatting with an agent because once I do that, it redirects me to the same chat that is still open but there is nobody there to answer. how should I access support now???!!!!!!

Whizz · December 2024

Hello @srezat,

Thank you for letting us know about this.

I want to inform you that the chat is working a bit differently now. Your previous discussions remain in our history, and you can just continue the conversation whenever you return to the chat.

In order to receive assistance, just send a new message in the same discussion and an agent will be with you shortly.

If you encounter any issues, please let us know through the other communication channels available on the support page. Also, from your Fizz account you can contact us by submitting a contact form.

I sent you a private message regarding this situation as well.

Have a good one!
-Vlad, Community Moderator

elena code xzi4t · December 2024

Hi @srezat

Did you try to write again in the same chat, to me was working, I received an answer after ~ 15 minutes

You can always contact the @Whizz sending a private message in the forum, or you can chat with them in Facebook, or open a ticket from your account → My setting → Resolve an issue

G225 code IRSGE · December 2024

Hi try with private message with @Whizz if support chat dont work.

THORGAL CODE WT31T · December 2024

No access to agent chat in support section

srezat

Dec 28, 2024

I had a conversation with Fizz support 4 days ago but the chat is still active, while there is no one on the other end. I want to receive help for another problem that I have faced but I can not request chatting with an agent because once I do that, it redirects me to the same chat that is still open but there is nobody there to answer. how should I access support now???!!!!!!

Hi,
The unavailability of the chat service may be caused by the busy holiday season.

You should try again later when the holiday season is over or you can do it at normally less busy times like say 10-11 p.m. in the evening. This is a 24/7 service as mentioned at https://fizz.ca/en/support

srezat · December 2024

Hi. thanks for you precious answers. The fact is that, normally when I click on 'chat with an agent' in my account, a fresh chat box pops up and someone answers me. but this time, it only pops up the chat box with an old chat that I had with an agent before. Normally nobody is there now to answer me.

In other words, each time I chat with the support team, the chat will be closed at the end of the chat, so that It paves the way for initiating a new chat in case there is another problem. But this time, the chat that I had with an agent about a week ago has not yet been closed, so no new chat could be initiated.

THORGAL CODE WT31T · December 2024

srezat

Dec 29, 2024

Hi. thanks for you precious answers. The fact is that, normally when I click on 'chat with an agent' in my account, a fresh chat box pops up and someone answers me. but this time, it only pops up the chat box with an old chat that I had with an agent before. Normally nobody is there now to answer me.
In other words, each time I chat with the support team, the chat will be closed at the end of the chat, so that It paves the way for initiating a new chat in case there is another problem. But this time, the chat that I had with an agent about a week ago has not yet been closed, so no new chat could be initiated.

So there is a communication problem with the agents because you cannot create a new conversation, I think @Whizz could help you