Review by andrew411 
member for 346 days, 5 visits, last login: 338 days ago
updated 338 days ago
 Guelph,ON
 Contract price not specified.  "speed is good" "Horrible customer service, billing service, moving service!" "wow.."
| Pre Sales information:
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(ratings match consensus)
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I emailed Acanac on Sunday about a move. I assumed (wrongly it seems) that Acanac would be open to discussing the move fee to keep a customer. When I called billing, they said the only people who can discuss/do anything about the fee are managers. The only way to contact a manager is to request a call from a manager in an email. So, I emailed and very specifically asked for a manager to call me. I said manager twice in one line. When I called after their email response, they said I didn't ask for a manager to contact me.
lo and behold, I received a response:
"Sorry,Since the issues of billing are very important and susceptible to mistakes,we cannot phone you,thus you will receive your answers by mail."
hmmm.. so now my issue isn't that Acanac will not lower my moving fee, it is that they lied to me. They lied to a customer of 15 months. If i wasn't moving I wouldn't have found out about their 'excellent' customer service for a long time.
I do not expect a free lunch. New customers seem to get a break. I would have been very open to prepaying a full year in exchange for a decent reduction in the fee (then they'd know they would get a return on investment). I understand they could not afford to process a move then lose a customer in a month. I didn't get the opportunity to discuss this with Acanac as they refuse to call me.
Who would have thought that Bell would have better customer service? wow...
Signed,
Frustrated and switching (if I get no call by noon tomorrow)
UPDATE- no call. They seem to want to never update customers. I have cancelled- and still have nothing in writing confirming my cancellation date. Switching to Teksavvy- their rep said they do receive lots of calls exactly like mine.
The Acanac people on this board did contact me- but no further info besides what billing@acanac.com gave me. No insight into how to get somebody to call me. I did not cancel due to the moving fee. The moving fee was just a squeaky floorboard that I lifted and found foundation rot under. They refused to contact a person who helps pay their bills. So I refused to help them pay their bills. I cancelled as they lied telling me somebody would call.
UPDATE:
I have now formally filed a complaint with the CRTC and the CCTS. The CCTS (Commissioner for Complaints Telecommunications Services) of which Acanac is a member. I will contact my MP as well today. They refuse to email me or call me and advise of a disconnect date. Rogers shows no disconnect date on theri systems for my network address. Also, my connection shows up as being Cyber Surf, not Acanac. Is Acanac a subsidery of Cyber Surf?
Comments:
  FerglessPremium
join:2008-04-19
Toronto, ON | Private Message. Hi Andrew
I sent you a Private Message re your email to Paul.
Tks | |
|  | Reviews:
 ·Acanac
| Re: Private Message. The three ring circus that Acanac runs keeps getting better!
I have requested in writing to receive my disconnect date. I stated I want a disconnect date of June 18, 2012. 24 hours goes by (the amount of time I am advised it takes to get response from billing, since they seem to not be able to take or make phone calls), I don't receive it. I email again, 24 hours ..... nothing. Then I email again, and am advised that each time I email, they drop me to the bottom of the list. Awesome idea- frustrate the frustrated even more! You inability to meet YOUR time lines should not inconvenience me further when I push for a status update!
I have enlisted my new provider to help with setting a disconnect date. I'll also be contacting Rogers and ask them if I can get the disconnect arranged. Tomorrow I shall be contacting the CRTC and advise them that an ISP refuses to release a cable modem that I OWN from the network.
Congrats on continuing your effort of not communicating with your clients Acanac!
The June 18th disconnect may or may not be set, I just can't get confirmation from acanac. Wow.... | |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7
1 edit | Acanac Inc. Hi. I did not see this review until just now and I see by the note on the bottom Fergie has sent you a message so glad to hear he is helping you out. | |
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