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Review by iwritecode See Profile

  • Location: undisclosed location
  • Cost: $40 per month (12 month contract)
  • No Cap
Price
Tech Support, Reliability
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

My adventure with Acanac has led me to write this review. I'm not the sort to ever go to the trouble of writing a review but in this case I had to. They are very deserving of the praise.

1. When we first ordered our service, we decided that we would sign up for Zazeen. We never got the service. We had to actually call them months after starting our service with Acanac to cancel. Not a big deal by itself but if you are going to up-sell for another company, at least try and ensure that they are doing something for your customers. We actually wanted the service and got no communication from them.

2. Lets talk about our renewal. We had the service for a year. Mostly trouble free. But then so was Rogers, outside of their hideous over-billing. So no big win there. When my fiancee called to get the account renewed, she had a customer service representative that was rude. I don't get why because all she wanted to do was get the account renewed for another year. You'd think that this would be something that the company would be happy about. Guess not.

3. And their tech support is by far the most memorable thing about my experience. There is so much to say, I will have to use secondary bullet points.

a. First off, there is the continuous Zazeen advertisement that gets repeated when you are on hold waiting for technical support. Given the number of times I have heard it while being on hold due to downtime since last Friday, I have it imprinted in my mind. I understand that you really want to advertise this service. I get it. But please don't do it to me when I am already offline. No one in their right mind should think that the tech support hold music should consist of advertisements for services that you don't even manage.

b. Also, please don't try to tell me to buy stuff when I'm already offline. Nothing adds insult to injury more than being down and being up sold. Its crass, in bad taste and makes you look desperate. But hey, I don't judge your business practices.

c. The most important part of tech support is having people's problems resolved. Maybe not in a timely fashion because that takes competence. Just try to make progress. Aim for the participation ribbon because that'll still get you somewhere. Don't just close my tickets, not give me any updates and pretend that the issue doesn't exist. Don't make me chase you when I pay you a year ahead of time. Don't make me wait on hold for 45 minutes at a time, listening to that stupid advertisement and then tell me that there's nothing you can do because bell closed the ticket. That will not do.

To be honest, this is the headstone on my term with Acanac. I thought that there was no way that any one could make me hate calling them more than I hate calling Rogers. Acanac has proved me wrong. Keep up the good work. I will be cancelling my service since I have signed up with another ISP.

member for 9.8 years, 3 visits, last login: 9.8 years ago
lodged 9.8 years ago

LanAdmin
join:2010-11-07
Montreal, QC

LanAdmin

Member

Service for a year, mostly trouble free

Why "connection reliability" 50% if you had the service for a year. Mostly trouble free.
iwritecode
join:2014-06-04

iwritecode

Member

Re: Service for a year, mostly trouble free

The speeds were never stable. We don't do much with our internet except some Netflix and my vpn for work.

On bad days, I could barely maintain my RDP sessions over the VPN. Being the only person in the office who had these issues in an office of about 60 people, it would indicate an ISP issue. Not to mention constant buffering on Netflix.

It was never worth my time to actually bother with calling Acanac given their stellar tech support so we just lived with it.