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Review by KarboN 
Fair warning: reviewer joined this week
updated a few hours ago
 Montreal,QC
 $42 per month- (12 month contract)
 about 15 days Bell Canada "Once was the cheapest (shop more, you'll find cheaper ones now)" "Terrible sales team, terrible customer support, will move your DSL, won't refund your months paid up-front upon cancellation" "You get what you pay for"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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It all started very wrong with Acanac on the month of May 2010. I had an appointment with Bell for installation on the first of june. The sales person had taken the date wrong, so I had to skip work a second day to have my line installed.
The line finally got installed, and the speed was good enough (around 4,8 mbits, close to the advertized 5mbit) for me to renew for a second year up-front on the month of May 2011.
Things got bad during the month of September 2011, my connection speed dropped drastically to around 2,5mbits, and the latency to the ISP's gateway went from ~12ms to ~40ms. It took over 450 cell phones minutes spreaded over 15 calls and 2 visits from the Bell tech to get that sorted out. During these calls, I discovered that the limit for a call on my cell phone provider was 3 hours. Can you imagine? The Customer Support representative would just instruct me to reset the modem, try a new modem, change the wires, etc. They wouldn't listen to my diagnostic even though I clearly stated I am an IT professional. They never admitted my copper pair was moved to a DSLAM further, but the increase in ping and decrease in bandwidth clearly demonstrates it. Most of the time, their PBX queues would be full and I would simply be unable to get the line, so I needed to talk to an admin on their community board. He made sure the tickets were escalated. I had my original speeds back, thanks to him.
In the mean time, Bell started offering 12/16/25 mbits ADSL2 and VDSL2 packages. I was extremely eager to benefit from these new speeds, but at the moment I wrote this message (more than 9 months later), it never came to anyone at Acanac.
I decided to cancel my subscription, 9 months in (Feb 2012), and asked for a refund of the unused portion, there would be no way I would pay 41$/month for bad latency throttled 5mbit internet while I could have 30mbits for 49$ a month with a competitor. The customer support refused to take my cancellation request by the phone, I was instructed to send an EMAIL to their billing department. They asked for the reason (which I stated explicitely). I offered them an agreement that would reduce the amount of the refund (compared to the pro-rata basis), since I had paid up-front (calculating a 6 month block and a 3 month block), but they won't reply to me by email since a week. They deliberately dropped my calls 2 times on their PBX system.
This is not drug business and an ISP can't just refuse to refund part of the service just because the money is in its pockets now.
Today, I called to have my cancellation cancelled (therefore have the service restablished), at least I'm going to be able to use what I'm paying for until may.
Save your time, save your money and use another provider.
Comments:
 | | Internet Service I spent more than 4 hours on the phone with incompetent people trying to connect my MacBook Pro before telling me that my computer was broken and that I should return it (it was brand new). I called a friend and he figured the problem out in five minutes... I was really upset. Expensive, bad services... Bell Canada, not for me. | |
|  LynnPremium
join:2011-08-11
Trenton, ON
kudos:4
1 edit | Acanac Inc Are these reviews for Bell or Acanac because if they are for Bell this is the wrong board to put them? | |
| KarboN
join:2012-02-08
Montreal, QC | I am talking about Acanac I added a few occurrences of the brand name of Acanac in my original review to make it clearer. | |
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Review by jackie999
member for 3.4 years, 835 visits, last login: a few hours ago
lodged 2 days ago
- Aurora,ON
- $33 per month
- (12 month contract)
- about 7 days
- "Promotion on sign up and ability to prepay for year at a discount"
- "Nothing bad so far!"
- "I would recommend them."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)
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I'd read so many bad reviews about Acanac, I was hesitant to give them a try..but the 1 year free dry loop was enough to entice me. So far I am very pleased with the service. I was set up on the day they promised and within a week I was updated to my promised speed (6Mbps DSL/dry loop/unlimited). I had to call support once and that did take a while to get through - but the counter told me where I was in the queue so I knew just how much longer I'd be waiting. I've also use their ticket system for some support questions I've had and I really like that set up.
They have a referral plan that is a bit confusing..I will be trying to take advantage of that!
What can I say...good service for a good price.
Comments:
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Review by ciocemar
Fair warning: reviewer joined this month
updated 9 days ago
- Boisbriand,QC
- $9 per month
- (12 month contract)
- about 1 days
- Bell Canada
- "The price"
- "The service, the connection to the server, the people working at this place, and the quality line."
| |
Poor service, echo alway on the line after a waiting call, many down time on server to connect.
The person of the technical support is completely ineffective...
But what to expect at this price. If your phone line is important for you, do not trust acanac voip service.
Comments:
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Review by rkim
Fair warning: reviewer joined this month
lodged 13 days ago
- Montreal,QC
- $35 per month
- (6 month contract)
- "Seems good in the beginning"
- "Cancellation was fine, but still waiting for refund after 4th delays"
- "stay away from this company"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I was with Primus, 7Mbps/1Mbps, but I was getting around 1-2Mbps download speed. So I decided to try Acanac.
Since they charged $464.14 on my credit card on Dec 23, I probably signed up for the service around Dec 20, 2011.
User set up was pretty fast. I received all the user info within a few days.
I was supposed to get internet service on Dec 28. Acanac sent me an email for additional info. Although I did reply to the email, I didn’t know that I have to use the web based reply. That caused two days of delay. Activation date was set for Dec 30, 2011. I was hoping to get the service in the morning, but it wasn't ready . So I called Acanac later night, customer rep told me it hasn’t done, yet, and it might be after Jan 3.
Called Jan 4, and I found out the activation was done on Jan 31. It was hard to believe it, but I was glad it was done. However I couldn’t get the solid DLS light on my modem.
After hours of waiting, several phone calls with tech, they told me they have to send Bell technician to check the line. If there is problem on my end, I have to pay for $100, however as I mentioned it before my internet was working fine with Primus before I switched to Acanac.
Due the activation problem I decided to cancel the activation.
Acanac told me they will refund it my credit card. Then they told me they had problem, so they have to issue me a cheque. However whenever I asked for the confirmation for the refund cheque, they gave me more delays. From my last email they told me that it will take another 10 days to issue the refund which I doubted.
So after 4th delays, I decided to call Acanac. But they wouldn’t deal the refund issues over the phone. I can only communicate with billing department by via email. I've sent two emails on Jan 24, and Jan 25 to feedback and billing acanac. I haven't received any replies regarding to my messages.
Stay away from this company.
ps. if you have any tech problem, and don't want to wait for an hour to get thru, just talk to sales, they work as tech as well.
Comments:
| | same old same old amazing they are still up to these sorts of dealings
I had a year of service with them, cancelled but they charged my card anyways. Argued that I didn't cancel correctly - (I think you have to ride a unicycle while rubbing your tummy and patting your head to to it right); I ended up doing a charge back. | |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4
2 edits | Acanac, Inc. rkim can you pm me with your user name or email on your account so I can pull up your account to see what is going on with the refund?
EDIT:
Still waiting for information so i can try to help | |
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| | worst customer service I do not know how the guys with such a customer service still in the business. When my internet stopped working I called to Acanac tech support. During working hours their waiting time is over 30minutes and after hours its over one hour. I decided to cancel the service and get another provider so I requested a cancellation. They handle it over email only. So far its been over a week already and I got one reply regarding the cancellation. They were asking me for a reason of cancelling and complete ignorance after it. | |
| | | | Re: worst customer service said by Jj00 :I do not know how the guys with such a customer service still in the business. When my internet stopped working I called to Acanac tech support. During working hours their waiting time is over 30minutes and after hours its over one hour. I decided to cancel the service and get another provider so I requested a cancellation. They handle it over email only. So far its been over a week already and I got one reply regarding the cancellation. They were asking me for a reason of cancelling and complete ignorance after it.
For you it has to be over e-mai. For me i have to call in and wait hours on hours and they will not e-mail me a confirmation. Agents hangs up on you if you say you will not accept over the phone, you want it in writing.
Worst customer service ever. Worst than Bell or Rogers. | |
| | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 | Re: Acanac, Inc. Billing takes care of cancellations so there is nothing an agent can do in that case over the phone. You need to send an email to billing@acanac.com to ask for a confirmation and they will answer you there. | |
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Review by Flavius
member for 18 days, 10 visits, last login: 3 days ago
updated 13 days ago
- Kitchener,ON
- Contract price not specified.
- "Speed better than advertised,unlimited usage, use your own modem, price"
- "Lack of coordination, some reps have no clue whats going on, hard to reach support"
- "For the money you save is worth going through the trouble to get setup"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)
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I needed to get internet and since Teksavvy does not take any more customers in my area and Rogers is twice as expensive I decided to check out Acanac. I read the forums and saw bad reviews but also saw some good ones so I decided to sign up. I got the number of the website called and started talking with a representative. She was irritated that I called to sign up rather than filling the form online and on top of that she was eating while talking with me or at least that’s how it sounded. She explained that I need to fill the form online and call if I have problems. I filled the form on January 7th and on January 10th I called Acanac to see if the order was received as I didn't get any email notification when I signed up. The representative checked if the request was received and told me that I am calling to early, that I takes 48 hours to process the request. Immediately after the call I got an email with all the info and the date when the technician will come to my house. The date was January 22nd 5pm to 8pm (2 weeks from the original order), this seems a long time for me but since did not move at the new address where the internet was to be installed and I was only going to move on the 23rd I didn’t say anything. I waited until the 22nd and when the day came I went to the house was waiting for the tech. The day passed and no technician came to activate the internet. I was trying to call Acanac to see what happens and guess what they are closed on the weekend. Sent them email (apparently they say they are available over email but that’s not true) but no answer. Called them this morning and was the 1st in line (lucky me I thought) for about 40 minutes until I decided to end the call. So Acanac got my money for 12 months, they didn’t send a technician, and I don’t have a way to contact them unless I probably wait 3 hours until someone decides to take the time and help me. Way to go Acanac. Good at taking the money but not good at providing the service.
_____________UPDATE:_________________
After about a 6 days (Sunday-Friday) of calling daily once or twice and talking with Lynn online i finally got my line connected. I was told several times that the technician came to my house to connect my line but that was not true. Today when the technician came he checked the cable outside the house and the one where all the street is connected and saw that I wasn't connected in any of the places. So in other words there was no technician even on the street. As for talking with support sometimes the wait time was so long that they didn't even take calls. The answering machine they have told me the wait time is over 1 hour and the call will end. Once i waited 1.5 hours being told that the wait time is 3-4 minutes and eventually the call ended. Was so pissed off that i almost broke the phone (good thin it was from work otherwise it would have been dead by now :P). Anyway after so much time wasted on the phone and forum I finally got activated and happy with what i see. Ran a few speed tests and usually the speed is 30-31 mbps. i have seen 33.57 and 20.50. Hope it stays like this and have no problems in the future
Lynn was helpful and I suggest if you have problems call every day and hopefully you have the same luck I have (get activated in a few days) or even better have no problems at all.
Comments:
LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
 ·Cogeco Cable
1 edit | Acanac, Inc. I know I have talked to you a few times over the last 24 hours and still working with you, but just wanted to mention something to you and anyone else reading this.
If you EVER get an agent that gives you the impression you are bothering her/him or is rude to you please take down the time and date of your call. Also please include the phone number you called from. The agents get plenty of training here and being rude or making you feel like they are irritated that you called is not acceptable at any time. Also eating while talking to a customer is also not acceptable. After all, no one wants to listen to someone else chewing on food. I am sorry you had this experience but please note this is not the normal behavior that is accepted with Acanac. | |
| | | | Re: Acanac, Inc. lol, at times Lynn sounds very authoritative and seems like she is in some kind of control over what happens at Acanac. But when given a real problem to solve she says I am just a forum rep what can I do. As everyone now knows that Acanac tech support and sales people work off their basement or living room in their own house. If Acanac cant get a call center and supervise people who are doing tech support and sales then how do these people get trained and coached. We will continue to get people talking to us from Acanac while they smoke, while they eat and maybe even breast feeding their babies. Acanac is so cheap to have a real call center and support environment. I bet Lynn works off her basement also without going to the office and meeting the top guys face to face to discuss real issues. | |
| | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
1 edit | Re: Acanac, Inc. said by ResqTech :lol, at times Lynn sounds very authoritative and seems like she is in some kind of control over what happens at Acanac. But when given a real problem to solve she says I am just a forum rep what can I do. As everyone now knows that Acanac tech support and sales people work off their basement or living room in their own house. If Acanac cant get a call center and supervise people who are doing tech support and sales then how do these people get trained and coached. We will continue to get people talking to us from Acanac while they smoke, while they eat and maybe even breast feeding their babies. Acanac is so cheap to have a real call center and support environment. I bet Lynn works off her basement also without going to the office and meeting the top guys face to face to discuss real issues.
You have no idea what you are talking about ResqTech. I have helped alot of people here but there are limitations on what I can do or what I have access to. No, I do not have access to certain department files and that is the way it should be. I don't imagine you have access to every departments files where you work.
The sales and the tec reps are trained, coached and supervised. If the reps need help at any time there is always two if not three supervisors there to help them. You do not understand how that is possible? I think maybe you need to go back and do some research. If you keep up to date on the news and business sections anywhere on line you will find alot of call centers are going this way. It really is not a bad thing. Saves the company on building, heat etc.. and savings can get passed on in their pricing. As far as eating etc. that is not acceptable for any rep talking on the phones.
Where I work out of does really not matter. As long as I am doing my job that is what matters.
Not trying to be smart here but making assumptions about things you are not sure of is not a good thing.  | |
|
| | You will regret You will regret dealing with this company.
When you encounter a problem, they won't solve it.
When you request a refund, they will ignore you.
As long as they have your money, you'll be on your own.
This company is a criminal organization. They STEAL your money. | |
| | rkim
join:2012-01-27
Montreal, QC Reviews:
 ·Acanac
| Re: You will regret I had similar problem. Since I read this complaint, it's hard to believe that technician actually came to my place, and enabled the cable. Acanac told me that they will send bell technician to check the line, but I had to pay $100, if the problem is on my end. However I had internet with Primus, and it was working fine. So I decided to cancel the activation.
Refund!!!!
Acanac told me they will they will refund the money right away. However they delayed 4 times! Now I have to wait another 10 days to get refund.
They refused to deal with the problem over the phone. It can only done by via email. Obviously it will take much longer. I've sent two email on Jan 24, and Jan 25. I haven't received any replies regarding to my message.
Stay away from this company.
ps. if you have any tech problem, and don't want to wait for an hour to get thru, just talk to sales, they work as tech as well. | |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
1 edit | said by tsondt:This company is a criminal organization. They STEAL your money.
NO ONE steals your money. If procedures are followed you will get your refund back. It takes time for the credit card company to put it back on your credit card or if you are receiving a check it takes time to process it. Tickets are answered in order they come in and if you are not the first on the list your will be answered in order it came in. | |
| | | | | Re: You will regret I'm glad it was over. I intended to take legal action if it didn't go through. I will never deal with this company again and neither do my friends. | |
| | | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 | Acanac, Inc. I guess we did not steal your money as you said then 
Sorry you had such problems but as we said if protocol is followed the refunds do come back to you. | |
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Review by Bye internet
member for 23 days, 0 visits, last login: 23 days ago
updated 22 days ago
- canada
- $35 per month
- (12 month contract)
- "None."
- "Service was never provided. Refund promised."
- "Still waiting for refund."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I paid one year in advance for high speed DSL internet with Acanac, for a cost of $406.12, which was billed to my charge card. After two months of trying, Acanac was unable to provide any connection.
They have agreed to refund. My charge card was credited for $13.56, but I was told that the remaining $392.56 could not be processed to my charge card. Instead, they would mail me a cheque. On December 1, 2011, they said, "You will receive the check within 2 to 3 weeks." I still have not received the check. I've written back to Acanac about it, but they do not reply.
I tried calling technical support, wasting an entire day on hold. 131 times I was thanked for my patience. I tried calling Billing, but they refuse to discuss billing by phone. I tried Accounting, but they were unable to help me. Twice, I told them by phone to cancel my order.
Some people might get lucky with this company. If so, I hope you never have technical or billing issues.
I am currently preparing legal action against Acanac.
FP
Comments:
LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 | Acanac, Inc. Can you pm me with your user ID and I will check for you to see if it has been sent out? | |
| | | terrible support, extremely hard to cancel Same here. When you stuck with them, it seems impossible to get off.
3 weeks without internet, even no promise for refund yet.
Please stay away as far as possible from this company. | |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
| Acanac,Inc. It is not hard to cancel if you follow procedure.
1) send email to billing@acanac.com to cancel with your account information in the email
2) you will receive a reply asking you for reason for cancellation if you did not state one
3) send email back( reply to same email. do not send a new one) stating reason for cancellation.
4) most important one. WAIT for a reply before sending in multiple tickets.
5) service will be cancelled. | |
| | | | | Re: Acanac,Inc. Hi,
First, thank you. I know you have tried your best (I've read a lot on this site)
The interesting part is 'WAIT'. How long should I wait? 2 months? 6 months? 1 year?
At least get rid of my line first so I can go with another ISP and reply to me something like 'we are processing your request'.
Don't play with your customer!
Your unknowledgable support employees can't solve a simple problem and your level 2 tech support is a liar. That's why I quit. | |
|
| | Cancellation Well am on the same process for cancellation, I told them in advance I will cancel my service this Friday the 27 they told me to send back an email this day. I am very tired of the very bad connection I got from them, MAX SPEED 5mbit but in fact I have 1MBITS most of the time, plus its totally impossible to play games with this connection, it crashes every 5 minutes. I did all they wanted me to do, restart, use another dsl, use different wires, test the plug with bell technician. Their last idea was to call a technician myself and rewire my house, can you imagine.
Anyway, am a fair guy and told them i agreed to pay for a month of (service) and that I wanted a refund of the balance so I can wait until videotron comes to my house.
Considering all what i can read online on them, I think all my effort this Friday will be to send a single email to them, then ill use my legal insurance straight. Well its been 2 years am paying 40$ a year and i can use 15 000$ of lawyer in a year so i think they will have to taste that. This is the only advice I give you acanac, use my patience and yll spend much more in court
I will update u on my great refund or on the judgement. | |
| | | | Re: Cancellation YES. Stop them from STEALING money from their customers. | |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
1 edit | said by YvesG :Well am on the same process for cancellation, I told them in advance I will cancel my service this Friday the 27 they told me to send back an email this day. I am very tired of the very bad connection I got from them, MAX SPEED 5mbit but in fact I have 1MBITS most of the time, plus its totally impossible to play games with this connection, it crashes every 5 minutes. I did all they wanted me to do, restart, use another dsl, use different wires, test the plug with bell technician. Their last idea was to call a technician myself and rewire my house, can you imagine.
Anyway, am a fair guy and told them i agreed to pay for a month of (service) and that I wanted a refund of the balance so I can wait until videotron comes to my house.
Considering all what i can read online on them, I think all my effort this Friday will be to send a single email to them, then ill use my legal insurance straight. Well its been 2 years am paying 40$ a year and i can use 15 000$ of lawyer in a year so i think they will have to taste that. This is the only advice I give you acanac, use my patience and yll spend much more in court
I will update u on my great refund or on the judgement.
You want help why don't you register for the board and pm me your user information so I can pull up your account to see what is going on. Your threats with the lawyers will not work with me. I will do what I can for you without the threats. I can't help you here without knowing who you are or your account information.
By the way for the other poster here, we DO NOT steal anyones money. If protocol is followed you will receive your refund back if you have a bit of patience and wait till they reply to you.
Bye internet you could not have wanted help because I asked you above on november 8th I think, to email me with your user information so I could help you and you never did. | |
| | | | | Re: Cancellation Lawyer will be used in the next 5 working days after i send my email this friday, for sure I will give acanac a single chance. I dont want anymore help and ill tell you why.
1st: I called you enough and sent enough email at this time and I earn 22$/hour so if you agree to refund my wasted time in money Ill agree to spend more time .
2nd: I called bell and Videotron. Bell, the business network acanac is using told me they cant ofer more than 2 Mbit in my sector. And MAGICALY acanac can ofer some 5MBIT on the same network. Kind of contradictory, isnt it?
Ho and about the lawyer, I never make threaten its only to prevent loosing anymore time and money, this guy will do the job for me and he will get paid by my insurance, so from my point of view its only to SAVE money and time, but for sure on your side It may look like something else, considering all people that looks mad to acanac.
| |
| | | | | What kind of protocol are you talking about?
I've been waiting for one month, and recenty receive one reply in my ticket saying I need to call them.
And guess what? Nobody answers the phone.
Maybe I can wait for one year and receive an email saying that I won't receive any refund because at that time it's over.
I don't know how this type of criminal activity can exist. | |
|
YvesG
join:2012-01-24
Pointe-Aux-Trembles, QC | Lawyer will be used in the next 5 working days after i send my email this friday, for sure I will give acanac a single chance. I dont want anymore help and ill tell you why.
1st: I called you enough and sent enough email at this time and I earn 22$/hour so if you agree to refund my wasted time in money Ill agree to spend more time .
2nd: I called bell and Videotron. Bell, the business network acanac is using told me they cant ofer more than 2 Mbit in my sector. And MAGICALY acanac can ofer some 5MBIT on the same network. Kind of contradictory, isnt it?
Ho and about the lawyer, I never make threaten its only to prevent loosing anymore time and money, this guy will do the job for me and he will get paid by my insurance, so from my point of view its only to SAVE money and time, but for sure on your side It may look like something else, considering all people that looks mad to acanac.
| |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
3 edits | Re: Acanac. inc. If you read your agreement that you had to agree to when you signed up with us it says it says " UP TO 5 Mbps". If you are that far away from the central office and that is all that we can get you through our installers who are Bell then there is not much we can do. They probably tried to boost your speed while trouble shooting.
As far as how much someone makes a hour that does not mean anything to us. We are here for internet purposes only and amount someone makes makes no difference.
If you don't want to register and give me your info so I can see if I can help then I guess there is no point of asking you if I can help you. | |
|
| | I don't know how many people are unhappy with Acanac. I just know that I am not happy with them and I see that I am not alone. What is typical is that whenever someone says in public that he is unhappy, some guy from Acanac comes and say that we should instead kindly ask their help. Of course, this is ridiculous because we obviously asked their help before. Still they manage to create the impression that the problem is that we did not ask their help appropriately. So, this smells very bad. What I would like is a way to get a neutral, unbiased view of how many people have problems with Acanac and in what kind of situations these problems emerge. The only way to achieve that is to have some authoritative agency, say a reputed journal, perhaps some governmental agency, do a review of Acanac. I don't care about a class action, but if it is a way to get a review of Acanac based on real complaints, then great. | |
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Review by szuwei
member for 22 days, 0 visits, last login: 22 days ago
lodged 22 days ago
- undisclosed location
- $54 per month
- (13 month contract)
- "Worst everything ever!!!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
FULL OF SHIT!!
THEY OVER CHARGE YOU FOR ANYTHING THEY CAN GET!!
AND THERE'S NO WAY TO GET CONTACT WITH THEM ONCE THEY HAVE YOUR MONEY!!
Comments:
LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
| Acanac,Inc. If you are having problems pm me with your user ID, email on account or something I can pull up your account to see what has been happening. It is NOT true that there is no way to contact us. There is a support line and a sales line where you can talk to a representative. | |
| | | | Re: Acanac,Inc. we just paid a year in advance for service - they promnised that Bell will be putting in a dry loop - its been two weeks now and no one seems to be able to tell us whats going on. They keep conveniently "losing" our contact number despite my son repeatedly asking them to update it. Suddenly they are so busy that you have to wait on hold for hours. This is absolutley a disaster. I am contemplating asking for a refund or seeking legal advice. | |
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1 edit | Hi Lynn,
hope u can help because no one else seem to be able too. We have been waiting on the dry loop for two weeks now. I have been on hold for the past 25 mins allready trying to get someone from the technical support to answer. No luck yet.
Can u help?
Account is in the name of my son [personal information removed for privacy]
Gratefull if u cld provide an update.
thanks | |
| | |  fourboxersPremium,Mod
join:2003-05-04
Scarborough, ON | Re: Acanac,Inc. Tip365 your account information was removed for privacy. If you'd like to pass that along to Lynn you'll need to sign up for an account here »/join and provide that through IM. | |
| | | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
| Re: Acanac,Inc. Tip I just got back on and saw this. Please set up an account here and then pm me with your acct name, user id or email on the account. Just need something to pull your account up with.
Glad the mod was here to remove your personal information as we do not want anyone else having access to your account. | |
| | | | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 | Re: Acanac,Inc. Still waiting for your information so I can help you. | |
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| next review in page (previous review)
Review by teo_lalli
(review was emailed from domain videotron.ca)
lodged 25 days ago
- H1E3L
- Contract price not specified.
- "Everything is good so far with Acanac"
- "Nothing Bad yet"
- "They are worth it, give em a try i did. And now i am very happyyyyyyy"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)
|
Hello, i am a new subscriber to Acanac. Let me tell you that the service sor far has been better than perfect and i am so satisfied, and releived cause i read some negative emails. Please do not pay attention to those negative remarks, they have more serious problems and i am sure it is not Acanac's fault. Very freindly and uderstanding reps, phew so happy. I left Videotron for these guys and i was happy before i called them, imagine now, lol. Please i give them an A1, and hey if they give me even a little problem, so what !!!!!!!
Comments:
| next review in page (previous review)
Review by biker1bob
member for 62 days, 4 visits, last login: 21 days ago
lodged 34 days ago
- Mississauga,ON
- $33 per month
- (12 month contract)
- about 6 days
- Bell Canada
- "Pricing, some of the sales people were VERY good"
- "tech support, i have called where the message is.. we are too busy.. call back later.. goodbye"
- "Very good deal on the 12m term.. works.. unlimited."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)
|
I think this is a good value company. I have not had any of the experiences (but I am new) that others have had.
Customer service (sales) people were good. They even admit, they are not for everyone. I had my bell tech show up.. he was good.. install was quick.
I have both my DSL and voip service working.. so far so good.
Comments:
LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 | Acanac, Inc. Glad to hear it is working so well. If you have any problems we will help here where we can. Also sales is always there to help you. | |
| | | |  Re: Acanac, Inc.
| |
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| | Think I'll stay put Well, I've been researching this company because my contract with Rogers is up in a couple of months. However, after reading all of the reviews I think I'll stay put or try Teksavvy. It's too bad about all the problems and poor tech support. To me, customer support is everything and I would rather pay more for solid services, and good 24/7 support than this. Too bad, it looked like Acanac had good intentions and sooooo much potential, just can't seem to get it flowing properly. I guess you get what you pay for ... how many times have we heard that *sigh* | |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
| Acanac, Inc. said by Luv2cook2 :Well, I've been researching this company because my contract with Rogers is up in a couple of months. However, after reading all of the reviews I think I'll stay put or try Teksavvy. It's too bad about all the problems and poor tech support. To me, customer support is everything and I would rather pay more for solid services, and good 24/7 support than this. Too bad, it looked like Acanac had good intentions and sooooo much potential, just can't seem to get it flowing properly. I guess you get what you pay for ... how many times have we heard that *sigh*
Did you check above at our stats? (138 good) (65 bad) Now, this is far from perfect and would you like better? Sure would. We are trying to improve and the thing is. If you get rude rep PLEASE note the name, time of call and date of call. Send it to feedback@acanac.com. Without knowing there is a problem and know who is causing it the owners/managers can not do anything about it. No one wants to have bad customer service. We have some very good agents on the phones.
Also we do try to help here in forums when we can. | |
| | | | | Re: Acanac, Inc. LYNN,,,I REALLY don't think it was a good idea to point out the TERRIBLE stats ,, 138 good and 65 bad ?????,,,you posted this on a forum where there must be a lot of potential customers reading,,, and after reading that and NUMEROUS really nightmarish reviews, you can count me as one of those potential customers that will not be one of the potential, future bad reviews,,,
AND I am SURE that you wont allow this post to stay on the forums,,,,lol,,,, after reading your privacy alert below my username....lol,,, Privacy Alert: your domain name, eg @verizon.net, will show.
due to the sophistication of spam bots ALL anon posts are now inspected and delayed. is it really due to your privacy concern ??? lol,,, good luck with this company,,, i doubt it will last | |
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| | | Re: Think I'll stay put I have been researching this company also for the last six months. So far I found out that.
- Call to the Toll Free: 1-866-281-3538 at 8pm on Jan 12 - Result "Fast Busy"
- Call to the Toronto number 416-849-8520 Result "Fast Busy"
- Call to the Toll Free: 1-866-281-3538 at 9am on Jan 13
- Option for Sales - Result 9th in the queue and a 14min wait to talk to someone.
- Option for TechSupport - Result 18th in the queue and a 30min wait to talk to someone.
- Tech support works in a "virtual office" - They work out of their basement using VoIP
- This explains why the voice quality is bad when calling TechSupport.
- This explains why no customer is not able to speak to a manager.
- My friend got a job offer from Acanac for Sales Rep.
- Virtual Office using VoIP
- $11.00/hr
- We will FedEX your cheque every 2 weeks.
- Just registered "acanacsucks.com" anyone want it? | |
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| | Accnac Stinks FELLOW DISSATISFIED CUSTOMERS. USE TECKSAVVY IN FUTURE. THEY HAVE GREAT CUSTOMER SERVICE. ACCNAC WILL STRING YOU UNTIL YOU ARE FED UP AND STOP CALLING THEM. THEN THEY GOT YOUR MONEY. NOTICE WHAT THEY DO. THEY TELL EVERYONE THE SAME THING WHEN THEY CANNOT RESOLVE THE PROBLEM. THEY ARE SCAMMER.
DO NOT LISTEN TO LYN, SHE IS EITHER WELL PAID TO BS OR SHE IS ONE OF THE OWNER. i CAN'T IMAGINE OTHERWISE, THEN IT WILL BE REALLY SAD FOR HER. | |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
| Re: Acanac, Inc. said by PISSED OFF :FELLOW DISSATISFIED CUSTOMERS. USE TECKSAVVY IN FUTURE. THEY HAVE GREAT CUSTOMER SERVICE. ACCNAC WILL STRING YOU UNTIL YOU ARE FED UP AND STOP CALLING THEM. THEN THEY GOT YOUR MONEY. NOTICE WHAT THEY DO. THEY TELL EVERYONE THE SAME THING WHEN THEY CANNOT RESOLVE THE PROBLEM. THEY ARE SCAMMER.
DO NOT LISTEN TO LYN, SHE IS EITHER WELL PAID TO BS OR SHE IS ONE OF THE OWNER. i CAN'T IMAGINE OTHERWISE, THEN IT WILL BE REALLY SAD FOR HER.
It is very simple to see. Look above at the six month rating. Not sure where you got your information from. I am NOT one of the owners. I am a forum rep only. The only thing I can tell you is if you had a problem that did not get resolved the way you expected, well I guess the company had to follow company policies and they did what they could.
As far as refunds the customers do get them back as alot of cx. on this forum will tell you. | |
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| | | Re: Accnac Stinks Acanac using sales concept of 19th century like insurance company once they receive payment for whole year they will not listen you. I was disconnected from internet for 3 weeks because of illiterate acanac technical staff. Nobody from technical staff could found the problem upto 20 days even Bell also cleared the tickets two times without going into detail. Technical staff very lier. When i asked for problem initially one lady from technical staff told me that go and repair your computer without going into the detail what problem was. The problem was error no 401 modem connection error. even though they sent me new modem the problem didnot fixed. when i was ready to pay $ 100 to bell person didnt come to my home even though i had specifically told to stay at home for two days. and in last bell cleared the ticket without solving the problem. in last one guy from technical deptt found the problem it was of internet mapping which blind and illitrate Bell persons could not see. When i asked for refund they simply said that they will only provide extention not refund even though its clearly mentioned in the contract that if its acanac fault then they will refund the fees for internet. they doing open robbery. | |
|
Reviews:
·Acanac
| Still doing fine.I am at a difficult location, my wiring is not the best. I was chatty with the bell tech when he arrived.. we got along fine. The service was on when he arrived, and I have been getting my 5M down and 600k up.. no issues.
I have been on DSL with bell with other out of business companies, I have been on cable with Rogers, and Cogeco.
I will admit, tech support is better on big companies once you are promoted up the chain to get to someone who knows what they are talking about.
Sales people at Acanac (SOME) were some of the best I have delt with - at any company. I CANNOT say this for BELL or ROGERS
Negative people are always the most vocal - you pay with a Credit Card.. if you cancel within the 30days - and they give you hassle - use the Credit card and dispute the charge - say you did not get what you paid for. Let them take it up with Acanac.
I got internet for 1/2 of what it would cost me with the big boys - I am happy!
James | |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
| Re: Still doing fine. Thank you James. What some of them don't realize or do realize and are ignoring, the true facts is that with any company you are going to get bad reviews. Nobody wants them but it is a fact of life. Frustrated customers are going to leave a bad review, BUT do they ever come back and revise that review when they get good service? Maybe 2 % of them.
With any company there is chance for grow and improvement. All we ask is to give us time to fix the problems and wait for an answer to tickets instead of sending a new ticket in every day. The problems get fixed much quicker if all the information is in one ticket. | |
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| next page (previous review)
Review by edward80
member for 122 days, 32 visits, last login: 4 days ago
updated 36 days ago
- undisclosed location
- Contract price not specified.
- "Cheap"
- "Everything else"
- "They're so bad I would not even recommend Acanac to my worst enemy"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
It has now been close to 60 days and the problem is still not fixed.
Acanac is not trying to fix my problem, they just keep putting me in circles.
Spend a few more dollars and go with someone else like Teksavvy that actually cares for their customers.
after the 30 days, I'm down to less than 1mbps down.
A lot of people in my area have the same problem but they refuse to do anything about it.
Email/phone/Lynn aren't helpful at all.
In total I've spend close to 10 hours and have not gotten it resolved yet.
I was with Teksavvy for over 2 years without any problem.
Spend a few extra dollars and avoid this company, you'll thank me.
Comments:
Reviews:
·Acanac
·TekSavvy Cable
| Additional comments I've been told to wait a few days to have problems fixed.... it's been over 19 days since this problem started. With less than half a MB download speed, I get kicked out of PS3 online games, can't talk on my voip, oh and loading this page took a looong time. Who wouldn't be frustrated? | |
| | | | Re: Additional comments This is THE WORST COMPANY do NOT get internet from them under ANY CIRCUMSTANCES. I have been with Acanac on DSL for 3 years. This fall I decided I wanted to update to Cable the 15mb service. I have been charged for the service BUT 2 MONTHS LATER it STILL has not been turned on. Plus I am being billed monthly for the DSL service. I am cancelling my account tomorrow but I have to email them cause they suck SO BAD! | |
| | mngo6
join:2011-10-23
Sarnia, ON | any news from them yet Edward? | |
| | | Reviews:
·Acanac
·TekSavvy Cable
| Re: Additional comments hey mngo6, nope nothing.
they keep bouncing me back and fourth like i'm a ping pong or something. It's been one month plus a day since my problem started and they still haven't fixed anything yet. I'm surprised this company is still around with this type of service. I hope all these reviews and comments we put here will ensure others will read this and avoid this company so they'll close down once and for all.
if there's something to comment about them .... it's that they are consistent with something... "screwing with their customers" | |
|
mngo6
join:2011-10-23
Sarnia, ON | Slow speeds with Acanac in the Kenwick Place Hey everyone, I was wondering if anybody else here is living in the Kenwick Place (Sarnia, Ontario) and what their ISP is etc.
I am currently with Acanac, and I have had no problems with them before. However now in the Kenwick on the 11th floor my 5Mbps connection has become crap down to below 1Mbps 80% of the day. I have called and checked with Acanac and they say I should be able to reach my max speed but I'm wondering if it could be a hardware issue here, like maybe old ass hell lines in the building? Would that cause huge instability in my speeds?
Last Result:
Download Speed: 363 kbps (45.4 KB/sec transfer rate)
Upload Speed: 417 kbps (52.1 KB/sec transfer rate)
Sun Oct 23 2011 21:26:12 GMT-0400 (Eastern Daylight Time)
like seriously that is some crappy speed :S | |
| | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
| Re:Acanac, Inc. mngo6 how old is your router? If it is not that old then please call our tec support so they can help you. |For you to be getting good speeds and all of a sudden they drop like this there definitely is a problem and tec support will help you. I know you called before but please call them again. Maybe we might need to put a ticket in for someone to come out and check your lines. | |
| | | | | Re:Acanac, Inc. Lynn, if you say you're helping or at least trying to ..... get Acanac to clue in .... you know there's a problem ON YOUR END when customers in the Markham area are having the same network connection problems in Sarnia.... | |
| | | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
| Re:Acanac, Inc. said by edward80:Lynn, if you say you're helping or at least trying to ..... get Acanac to clue in .... you know there's a problem ON YOUR END when customers in the Markham area are having the same network connection problems in Sarnia....
Like you have been told Edward posting it here does not get the problem fixed. You need to work with tec support. You sent a ticket in on Friday and I will repeat this here for you again. It takes 24-48 BUSINESS HOURS(weekends they are closed)for a response. It has been 24 business hours so far. If you feel your problem is not being looked after then send an email to feedback@acanac.com or call and talk to the support department to find out where they are with the problem. | |
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| | mngo6
join:2011-10-23
Sarnia, ON | my router is reasonably new, however that isn't the problem because even when I connect directly to my modem the connection is shit. I was really please with my connection in my other address 10mins from here this past Jan-May However here it really has gone down the crapper.
If you put in a ticket for someone to come check the lines is there a cost involved and are you guys covering the costs? I hardly feel like I should have to pay, and I won't. | |
| | | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
1 edit | Re:Acanac, Inc. "If you put in a ticket for someone to come check the lines is there a cost involved and are you guys covering the costs? I hardly feel like I should have to pay, and I won't."
We are responsible for the lines from the pole to your demark point. If the problem is found to be there yes we cover the costs. The only way you would be charged is if the tec comes there and finds out it is an inside wiring problem as you are responsible for the wires inside of your home. If you think the problem is outside then you should have no worries. | |
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| | Reviews:
·Acanac
| Hi, My DSL internet speed is down to 1.7 Gbs since September 16, They send me new modem - no help. Then Acanac blamed my internal wiring in the house even though it worked fine for years. They send tech and find nothing wrong with my wiring and they not fixed problem on their site too. In total I've spend close to 10 hours on phone with acanac and have not gotten it resolved. They blamed Bell. No responsibility was taken for their system or their actions. Requested full refund from billing - no answer. I will end up joining in a class lawsuit to get my money back, because they wont refund anything. | |
| | | Reviews:
·Acanac
| Hi, My DSL internet speed is down to 1.7 Gbs since September 16, They send me new modem - no help. Then Acanac blamed my internal wiring in the house even though it worked fine for years. They send tech and find nothing wrong with my wiring and they not fixed problem on their site too. In total I've spend close to 10 hours on phone with acanac and have not gotten it resolved. They blamed Bell. No responsibility was taken for their system or their actions. Requested full refund from billing - no answer. I will end up joining in a class lawsuit to get my money back, because they wont refund anything. | |
| | | | LynnPremium
join:2011-08-11
Trenton, ON
kudos:4 Reviews:
·Cogeco Cable
1 edit | Re:Acanac, Inc. Speed issues need to be sent to support@acanac.com so they can help you.
Edward what you don't say here is we have been trying to help you and you were told time and time again it takes 24-48 hours . Instead of waiting the time you open up yet ANOTHER ticket. Like we explained to you we need all the information in one ticket. Every time you open another ticket your name goes to bottom of the pile because they are answered in order they are received. You have not listened to anything we said while trying to help you. Your wires have been checked and there was nothing wrong with them but yet you refuse to believe it can be an older modem/router you are using. A level 2 tec will be working with you and there is nothing more we can do here. in order to get help you have to try to work with us not against us.
Mike they will refund you. i checked your tickets you sent me the numbers for in pm and it is being looked after. | |
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