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Review by doesntcount  - Location: undisclosed location
- Cost: $10 per month (12 month contract)
Good "Inexpensive, reasonable voip quality, great features"
Bad "It's broken. Cannot receive calls. And they're not fixing it in a timely fashion"
Overall "If you want your phone to work, buy from someone else."
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I've had Acanac Voip now for 10 months. It had been working great until 3 days ago when it became impossible for anybody to call us. An automated answer informs callers to our phone number that we have exceeded our 50 unique number call per day limit (which is impossible and I've verified it to be outrageously wrong by reviewing our call history on the portal).
I've submitted ticket ECW-37220 for this issue.
It has been more than a day since I submitted the ticket. The first response was to tell me to reboot my ATA. The second response was to tell me that they were rebuilding my account. I have not heard back from them on this ticket in more than 24hours, which is absolutely unreasonable for an emergency severity ticket submitted for your phone not working.
I'll report back when I hear more from them, but I'll likely be cancelling my service soon since I really do need people to be able to call me.
Update: It has now been 48hours since I've heard anything and (52 hours since I first submitted the ticket).
Fair warning: reviewer joined this week
updated 1 days ago
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| Review by bsacanac - Location: Brantford,ON
- Cost Contract price not specified.
Good "Nothing!!!"
Bad "Bad customer service, slow delivering, worst attitude"
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Ok, I still dont get my internet now!!! I've waited for 20 days!!! they are just BS!!! I called them why they didnt deliver it to my home, they said they dont know what unit number my home is? WTF!!! they have phones they why dont they just call??? I post it on the order 166F how the fuck can they dont know??? I told him to give me the suervisor's phone and they say they dont have a phone, i need to go to the fucking website!! W the fucking shit can they dont have a phone number? am i going to wait another 20 days? I'll call 911 because this is cheating!!!
member for 14 days, 0 visits, last login: 14 days ago
lodged 14 days ago
Comments:
  FerglessPremium
join:2008-04-19
Toronto, ON | Reference Ticket # Can you please post the ticket # referencing this?
Thank you. | |
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| Review by darknestgirl - Location: Montreal,QC
- Cost: $75 per month (month by month)
- Install: about 14 days
 Bell Canada
Good "Good service overall"
Bad "billing a little slow this days "
Overall "good service with some minor glitch with billing who was finally resolve"
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I did consider tecksavvy for dsl company but after having to many problem when i was with them before i decide to go with Acanac.
I have the 5mbps down and 800 kbps dsl internet.
I order their service on the internet, receive the modem 2 days after the order and got activate 30 days after the order because of some problem on Bell ends.
They send me the aztech modem by fedex, all i had to do is plug it into my computer.
you probably saw me a lot here and on other dslr forum cause i love to help people and give my honest opinion on other post without sounding harsh or respectful. Now back at my topic
I've been with Acanac for the last 6 month except for some downtime that any other dsl company would have or had the past six month, i'm glad to say i'm very satisfied with the service, i didn't had any problem with it except of course problem from Bell side like anyone else in Acanac had(not showing up, putting people on the wrong profile, etc) I would recommend it to anyone who ask for a dsl company. I particularly love the fact that they have their own forum(community forum) where anyone new and future customer can come and expose their problem. There's always someone there ready to help even if some of the customer there are complaining but we always make sure that their problem was taking care of and i'm glad to say that most of them were resolve in no time.
So, please before you do complain, you should always exposed your problem to see if anyone can help you with it. WE often see people come here and complain after only one week without exposing their problem first to see if anyone can help them resolve it.
So to anyone who are considering to get acanac service don't hesitate to ask question here or on the community forum, we will be more than happy to answer them and to help if you have any problem with the service or your order.
Have a nice day
UPDATE
It's been almost a year now(august 8 ) still very please with the service, no problem except for the throttling on Bell part but theirs always a way to bypass that with the tunnelier, but don't forget that dsl is all about distance and wiring condition. So if your are not too far from the CO you should consider Acanac for the internet(can't say for the VOIP since i don't have it)
UPDATE
now i'm back for another year (monthly paiement 39.95) amazing service just receive a call from someone at the billing department to make sure i did receive the invoice so next update in 6 month 
UPDATE 26-05-2013
I'm back with them after 2 year with videotron, i took month to month first to see what kind of speed i will get i got a little more than 25Mbps and around 9.62Mbps(vdsl 25/10 Mbps) i didn't review the tech support since i didn't have to call or contact them for any major problem other than a misunderstanding on my part about the installation process. i had to email billing twice and everything got resolve quickly.
»www.speedtest.net/result/2733711118.png
UPDATE 07/07/2013 after almost 2 month every thing still work the only problem is when i use p2p with any software(utorrent vuze bittorrent) my connection is disconnecting if i upload at more than 200Ko/s and my upload speed did decrease from 9.66Mbps to 7,43 Mbps, i try everything after contacting support(didn't have any problem with them, they did everything they could to help me ) nothing work but I'm not the only one, even Bell customer experience disconnection with P2P so i have to ask support to decrease my upload profile but i decide not too, i will change it for cable instead which is more reliable than vdsl or dsl.
»www.speedtest.net/result/2821306874.png
(different server but same distance 50Mi)
UPDATE 03/08/2013: Cable order done today, i will update my review when it's fully activate.
UPDATE 17/08/2013: Cable install and no major problem so far, get the speed advertise, the activation take a little bit more longer than vdsl, around 10 to 15 days before the tech can come(videotron in my case) Will update my review in a month.
UPDATE 12/09/2013: Since my cable connection is working great with no one single disconnection, i request them to cancel my vdsl account, they did answer my email really quick and asked me why i was cancelling, i told them about my cable connection i have with them is working great . I'm still waiting to get the vdsl connection cancelled after a week, so i ask them again to see what's going on with my last request but no answer.
UPDATE 15/09/2013: Still no answer from billing so far, can't tell if my request was fulfill or not.
UPDATE 16/09/2013: Finally got an answer from billing with the help of fergless, everything was taking care of.
member for 5.1 years, 385 visits, last login: 1 days ago
updated 17 days ago
Comments:
| Review by spartan002 - Location: Brampton,ON
- Cost: $33 per month (12 month contract)
- Install: about 6 days
- Bell Canada
Good "excellent service provider which offers unlimited bandwidth and ways to dodge bell throttling."
Bad "they use hell's network i mean bell's, so they are effected by the throttling and bell's laziness."
Overall "As usual 3rd party internet sellers continue to provide better service then the corporate companies"
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My service was up in 5 business days, got my modem a day before activation. i ordered 5mb down/800kb up package for a special 1 year term price of $19. great company i recommend it.
member for 4.7 years, 156 visits, last login: 18 days ago
updated 19 days ago
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| Review by the1bobcat - Location: Brampton,ON
- Cost Contract price not specified.
Good "NO Good"
Bad "Attempted a move. Could not accommodate what I wanted AFTER they got my money. No alternatives offered "
Overall "Take your money then slowly give it back after they have it."
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There are too many things I could say here but I would end up with a wall of words. I honestly gave a great review Of Acanac before and got the service I paid for until I moved. Then the stuff hit the fan customer service wise. They hide behind an email wall and outsource their customer support overseas. They refuse to right any wrong they commit and hide behind email because they won't ever call you to rectify any issue.
Stay Away from Acanac!!!
member for 1.9 years, 41 visits, last login: 23 days ago
updated 23 days ago
Comments:
LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 | Acanac, Inc. Glad to hear everything got fixed and is working good. Enjoy  | |
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| Review by white_lily - Location: Mississauga,ON
- Cost: $56 per month (12 month contract)
Good "Price"
Bad "Horrible customer service!!"
Overall "Get something better if you can afford it"
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They cancelled my service when I had not asked them to do so, made me wait about a week to reactivate cause a service representative had to come over (even though I called the next day it was disconnected) and then charged me for reactivation. They said only the billing department could waive the activation fee but they don't have a phone and the only way to reach them is via email. I sent them a bunch of emails but they didn't reply for about two months. When they finally did, they said they can't waive the fee (even though it was their fault for cancelling the service) and they can offer 10 DAYS of free service for the inconvenience. I replied to them but they have not returned my email still.
If you can go with a different service provider, I highly recommend that you do so.
member for 33 days, 2 visits, last login: 26 days ago
lodged 33 days ago
Comments:
FerglessPremium
join:2008-04-19
Toronto, ON | Cancelled ? They gave no reason why it was cancelled? | |
| | Reviews:
 ·Acanac
| Re: Cancelled ? They misinterpreted when I had complained about their slow service and assumed I wanted to cancel. I spoke to 3 customer service reps and they all said it's Acanac's fault but they don't have the authority to waive the fee. Billing department does not communicate at all | |
| | | FerglessPremium
join:2008-04-19
Toronto, ON | Re: Cancelled ? Can you either PM me your account info or post the ticket # referencing this white_lily ? | |
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| | canclled i advice to everybody please do not deal with this cheap/cheater compony they rip me off took all my money and did not get service not even a second since they activate the service.once again i request every one not deal with acanic thanks. | |
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| Review by julienvf - Location: Verdun,QC
- Cost: $60 per month (12 month contract)
- Install: about 14 days
Good "Good pricing, unlimited bandwith, a good company fighting a lot along side customer groups against Bell at the CRTC."
Bad "email only tech suport"
Overall "Definitely make the switch from Videotron or Bell to Acanac!"
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Now on 30/10 Vidéotron land cable. So far, great consistent speed: even at peak hours, I get 31.3mbit down, 10.6 up. Best bang for the buck deal out there for 59.95$/month if you need unlimited bandwith. They now have 3 backbones: torix, cogent and nlayer. Most of my traffic now is routed through torix, improving speed and latency.
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member for 4.7 years, 1569 visits, last login: a few hours ago
updated 36 days ago
Comments:
| | worst technical support ever !!! I know my friend that he was so satisfied with ACANAC and he advised me to be with them. I am sure these problems are recently happening but for the ones who were with ACANAC before 2011 they were all satisfied. I read most of the reviews and the things happened to the others exactly happened to me(e.g. hold on for hours to speak with a representative, slow down the internet speed, ........).
Buyers beware!! | |
| | julienvf
join:2008-12-30
Verdun, QC
kudos:1 Reviews:
·Acanac
1 recommendation | Re: worst technical support ever !!! said by Kia :I know my friend that he was so satisfied with ACANAC and he advised me to be with them. I am sure these problems are recently happening but for the ones who were with ACANAC before 2011 they were all satisfied. I read most of the reviews and the things happened to the others exactly happened to me(e.g. hold on for hours to speak with a representative, slow down the internet speed, ........).
Buyers beware!!
This is so incorrect. I mean, if you can't understand the adsl basics like distance from CO, line stats (snr, attenuation, etc.), either have it professionnally installed by a tech that understand these numbers and know what are good modems/routers units, or go with companies that will charge you by the byte, have you pay for all the extra features like static IP, mlppp, etc. You'll end up paying over a year way more than a tech dispatch! Just don't blame it on Acanac: they offer low cost broadband and 99% of the problems people encounter are related to Bell (bad line stats, errors, disconnect, etc.). It is just unfair from people like you to say beware when you probably called them when an outtage occured in some area. If you call up and see 100 people in line before you, it means they're totally aware of the outtage and they're working on it! | |
| | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:7
1 recommendation | Re: worst technical support ever !!! Julie thank you. I could not have said it better myself | |
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-4 recommendations | Horrible customer service / charged for reactivation They cancelled my service when I had not asked them to do so, made me wait about a week to reactivate cause a service representative had to come over (even though I called the next day it was disconnected) and then charged me for reactivation. They said only the billing department could waive the activation fee but they don't have a phone and the only way to reach them is via email. I sent them a bunch of emails but they didn't reply for about two months. When they finally did, they said they can't waive the fee (even though it was their fault for cancelling the service) and they can offer 10 DAYS of free service for the inconvenience. I replied to them but they have not returned my email still.
If you can go with a different service provider, I highly recommend that you do so. | |
| | julienvf
join:2008-12-30
Verdun, QC
kudos:1 | Re: Horrible customer service / charged for reactivation Anonymous user bashing Acanac. Opinion worth nothing. | |
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| Review by rednekcowboy - Location: Longueuil,QC
- Cost: $113 per month (month by month)
- Install: about 6 days
Good "Awesome communication, excellent customer service"
Bad "nothing yet"
Overall "Cheap, reliable and affordable"
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First off, I want to preface this by saying I absolutely love Ebox and have said that I would never leave them, however they have no plans for peering with someone for IPTV. This is the only reason I even remotely considered switching to Acanac.
It started out with me having a discussion with Paul in a thread on the forum. I had sent some emails inquiring about Zazeen and various services from both Acanac and Distributel, however had not heard anything back. I advised him that since I had heard nothing back that, at this point, he would have a very difficult sell to get me to switch. We then took the conversations to PM's.
Paul has been great. I asked a TONNE of questions and he always showed great patience and poise in answering each and every one of them, in some cases, multiple times. He offered to put me on the 25/10 VDSL package plus the IPTV and home phone. I've never been a fan of DSL and voiced my concerns. Paul was great. Not only were the install and modem charges waived, he also set me up with a connection immediately so I could try it out prior to committing to it at no cost to me whatsoever.
So he put me in a position where I could not say no. It costs me nothing to switch (well I guess not nothing, have to buy the IPTV boxes and the ATA for phone, which I am buying used from Acanac for $20), I get to try it out for just over a month for free and will be saving about $85/month vs what I am paying now (for internet, home phone and TV--last 2 are with Videotron). On top of that, I have unlimited internet and long distance on the phone. I had no choice but to accept!
We setup the install and 6 days later the techs were at my place! I had heard horror stories about Bell techs bad mouthing IISP's when they come for an install but both Tech's were extremely respectful, friendly and helpful. The 2nd tech (Bell employee, not a contractor) even said that he has heard nothing but good things about Acanac from both friends and people that he's hooked up and actually recommended that I pay for the full year as I would not have any issues!
It's only been a couple of days but I am getting the full 25/10 service. I have not experienced slowdowns at all and everything has been rock solid. I highly recommend Acanac to anyone at this point and time.
I don't have the IPTV or VOIP setup yet, that will be in October. I will add to this review then.
member for 1.5 years, 402 visits, last login: a few hours ago
lodged 42 days ago
Comments:
| Review by pnenov - Location: Laval,QC
- Cost Contract price not specified.
Bad "another another cheap low quality provider"
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i started my subscription for ADSL service at 30.Jul (and i have been charged immediately)
i got my service up Aug.8
the first bag thing was that i am below the minimum speed they guaranty - the explanation i got was that quality of my line is too bad and that is why i cant reach better speed (which is BS!)
second - after several tickets i still do not have my static IP address - the explanation i got was that they have 72 hours to respond on the ticket and because i update the ticket 2 times i have to wait 72 hours after each of the updates i made (unbelievable !)
the free VoIP phone i suppose to have with my ADSL service was another struggle
my overall impression from Acanac is bad, i am inquiring for another provider and i do not recommend Acanac at all
member for 75 days, 2 visits, last login: 52 days ago
updated 52 days ago
Comments:
| Review by asick - Location: Brampton,ON
- Cost: $55 per month (3 month contract)
- Install: about 95 days
Good "gives you internet, if that all you want"
Bad "false speed advertisement, absolutely no phone support possible, too many interrupts in service, modem own issues, slow speed"
Overall "stay away, for this price, the big bad guys now offer unlimited internet. After all pain I'll still be happier with rogers et al"
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Consider this an opinion more that a review (not an angry Acanac customer  ). I still have Acanac, switching over next month. I didnt have any major issues with them. I just never wanted to get into contract and needed unlimited data. Tried Start.ca before but too slow so picked acanac. Bought my own modem for $45.
Keep one thing in mind, Acanac will charge you the money and its absolutely not refundable, no matter what the circumstances and they dont communicate to you about anything except an invoice after they have charged you . They won't talk to you anything related to billing over phone, only emails. And email will only say, "sorry for the trouble, but you are screwed " Even their phone greeting for billing says "send an email". Absolutely no phone support via phone on weekends, so if your internet goes out, too bad (happened 2ce and main reason for switching).
I'm a very savvy networking guy and I know they are definitely not 18Mbps or 24Mbps. On top of that, somehow their internet is jerky, fast sometimes and slow sometimes, even over periods of minutes. Page wouldnt load for few seconds, same performane on ipads, iphones, laptops and desktops, with or without my router.
Bottomline is, if I'm going to pay $55+ for this crappy service with 0 support, I might as well get Rogers or Bell for same price since now they offer unlimited service (I got a deal for $40+$10 for unlimited data for 1 year contract 25Mbps, no activation fee). If Rogers and bells are big mafias, these guys are also big time criminals, rediculous modem and activation fees, and prices based on contract period). I had to pay activation fee twice as their installation guy never showed up but they say he did (they wont refund a dime once you click 'submit order"). They also have contracts like others and they usually have anywhere from 10-35 people ahead of you on phone if you want to talk to them . Took me couple of bad experiences to learn that even though the big mafias (Rogers, bell, telus) can be bad, but if you know what you are getting into, they are atleast more reliable than these small time thugs (acanac, start et al.). I think one is better off with more reliable service from Rogers or bell, just know what you sign up for and you know how you use it
member for 54 days, 0 visits, last login: 54 days ago
updated 54 days ago
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