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Review by rkim25 See Profile

  • Location: Montreal, QC, Canada
  • Cost: $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:

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.

member for 12.1 years, 1 visits, last login: 12.1 years ago
lodged 12.1 years ago


guinessAnon
@comporium.net

guinessAnon

Anon

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.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

2 edits

Lynn0

Premium Member

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

Jj00
@videotron.ca

Jj00

Anon

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.

KK00
@acanac.net

KK00

Anon

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.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

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.

Review by szuwei See Profile

  • Location: undisclosed location
  • Cost: $54 per month (13 month contract)
Worst everything ever!!!
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

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!!

member for 12.2 years, driveby review (so far)
lodged 12.2 years ago

Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

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.

Tip365
@rogers.com

Tip365

Anon

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.
Tip365

1 edit

Tip365 to Lynn0

Anon

to Lynn0
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

fourboxers
Mod
join:2003-05-04
Toronto

fourboxers

Mod

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.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

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.
Lynn0

Lynn0

Premium Member

Re: Acanac,Inc.

Still waiting for your information so I can help you.






Review by edward80 See Profile

  • Location: undisclosed location
  • Cost 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:

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.

member for 12.4 years, 35 visits, last login: 4.9 years ago
updated 12.2 years ago

edward80
join:2011-10-10

edward80

Member

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?

Maestro
@host36-server.com

Maestro

Anon

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

mngo6 to edward80

Member

to edward80
any news from them yet Edward?
edward80
join:2011-10-10

edward80

Member

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

mngo6

Member

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
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

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.
edward80
join:2011-10-10

edward80

Member

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....
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

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.
mngo6
join:2011-10-23
Sarnia, ON

mngo6 to Lynn0

Member

to Lynn0
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.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

1 edit

Lynn0

Premium Member

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.
mike569
join:2011-11-18

mike569 to Lynn0

Member

to Lynn0
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.
mike569

mike569 to Lynn0

Member

to Lynn0
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.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

1 edit

Lynn0

Premium Member

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.

Review by leanne2 See Profile

  • Location: Bowmanville, ON, Canada
  • Cost Contract price not specified.
Waste of Money
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

We had Acanac for internet and Voip for a year, had minor problems, but nothing to cause us to look else where when our pre-paid year was up. One month into our second pre-paid year our Voip stopped working. We have not been able to receive a call. We open up service tickets and within a few days receive an email, ticket closed problem will be fixed within 72 hours. We give them 72 hours and a grace of a few days. Nothing! Open another ticket, response the same.... three months later and numerous tickets opened we still do not having a working phone. We just want a working phone or our money back. I suggest to anyone intersted in Acanac for VOIP - don't! You are better off paying a bit more for a working phone, then paying for a service you don't get!

member for 12.2 years, 1 visits, last login: 12.2 years ago
lodged 12.2 years ago

Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Acanac, Inc

Can you pm me here with your user name, email or name on account so I can look your account up and see what happened with the phone?
microcuts
join:2011-12-22
North York, ON

microcuts

Member

worst customer service ever

My acanac DSL was down on 15 Dec, below is a timeline of what happened till 22 Dec, today...

-called technical support on 15 Dec, scheduled an technician appointment on 16 Dec or 17 Dec, nobody showed up, no phone call received either, I'd been sitting at home for 2 days doing nothing.

-Technician does not work on 18th, Sunday.

-called on 19th, scheduled an appointment on 20th, again, nobody showed up. I was fooled again and wasted a whole day at home.

-called again on 21 Dec, spent two hours on holding until the techical support dept is closed, no answer at all.

-called again on 22 Dec, was told that ealierst appointment is 29 Dec. is anyone going to show up then? I doubt that.

Can you believe it?

-watered three days waiting for them at home while my friends all having fun outside during the holiday season...
-Spent so much time and energy waiting in the damn phone line.....
-two weeks without Internet for a guy sitting in front of computer most of the time...

Their attitude and service are just horrible, lying to customers and fooling customers. I was really pissed off and even think put them in the court.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac inc.

I am not sure what happened with the appointments but I know for a fact we were not closed on the 21st of December. They were open from 9 am to 12 pm. if you would like to pm me with your name on account or email I will check the notes on your account to see what is going on with the technician coming.

Pissed
@tdbank.ca

Pissed to microcuts

Anon

to microcuts

Re: worst customer service ever

I have had a similar experience.

- I was registered for a 15Mbps line with a Docsis 2.0 modem on a monthly term, but noticed they started charging me for a 24 Mbps connection. I inquired about this and they said they no longer support 15Mbps and it's either 12 or 24. I figured it was a good time to upgrade and asked them the details.
- They said there would be a 50 upgrade cost for the new modem and i'd have to send back my old modem. I agreed.
- Before I ever received the docsis 3.0 modem, my service for 15 Mbps went down on the 16th of December.
- I have opened countless tickets with them and their response time is very slow. Horrible customer service and their giving me bullshit excuses that it's Roger's fault.
- It's the 28th and I'm still without internet.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: worst customer service ever

Can you please pm me with your user name, name on account or email on account? Even the ticket numbers would be a big help so I can look up your information to see what is happening.
As far as Rogers goes they are the ones that upgrade the lines to the 24Mbps as they are our installers so sorry but they did not lie to you.

Review by (hidden by request)

  • Location: N2J4G
  • Cost: $40 per month (12 month contract)
The offers on their site is good
Their customer service quality and support is the WORST
I will not recommend them to anyone
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:



I have been a DSL client of Acanac for 2 years. I called in and spoke to their sale department about changing my DSL service to Cable since my 1 year term was up. The sales person on the phone clearly said that there will be a (DSL) modem refund and I will qualify for the free phone service if I upgrade/sign up for cable service even though I was a DSL client.

After I signed up and activated the cable service, which took 16 business days to activate (their site promises a 7-10 business day refund), and signed up for the phone service online, billing department emailed me that I said that I don't qualify for the phone service and they won't take the DSL modem back. There customer service is the worst. They take the money and take forever to reply to any email. I would not recommend Acanac to anyone. Switching to a different provider.



(review was emailed from domain live.com)
lodged 12.3 years ago

Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Acanac, Inc.

I am not sure why the agent told you that. it stated right on the order form "Modem Info :"We are now charging $49.95 Canadian for all DSL modems. We do provide a full refund for the modem if cancellation is made within the 30 day no obligation period. "
It is usually 7-10 days from the time your order is processed but we DO have to wait till Rogers send us the install date and unfortunately there is no way for us to hurry that up.

Connolly57
@ody.ca

Connolly57

Anon

Re: Acanac, Inc.

Frankly, with due respect, that is crap rhetoric. Acanac is by far the worst company I have ever dealt with. They sent me the wrong modem, never got the service going, after 3 weeks I finally got someone to cancel the account and now they are keeping the activation fee and the modem fee. They don't refund any modem fee, period.

Anyone out there considering Acanac, go elsewhere. They will take your money but NOBODY from accounting/billing will ever talk with you. It's all email based, 4:00 am emails, multiple tickets opened up and the best part is you are supposed to communicate this way with no internet. If you want details, you can PM me and I'll be happy to give you specifics.

I'm gone. I just don't want to see anyone else buy this stuff about good customer service.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac, Inc.

Sorry but not crap but you are entitled to your opinion like anyone else. I am sorry you had problems with the service and I can't speak for billing. They are the ones that make the decisions on refunds.
If you opened multiple tickets right there is one problem. It is supposed to be one ticket and you wait for a answer and then respond so they have all the information on one place.

As far as the customer service goes we have over 1000,00 customers that seem to be quite happy with the service. I am sorry you had problems but with time anything can be solved.
Expand your moderator at work

WatersGoneBy
@bell.ca

WatersGoneBy to Lynn0

Anon

to Lynn0

Re: Acanac, Inc.

said by Lynn0:

As far as the customer service goes we have over 1000,00 customers that seem to be quite happy with the service. I am sorry you had problems but with time anything can be solved.

Thanks for deleting that post, I meant to say:

The intelligence of its staff is probably a good indicator of the overall quality of the company.

And that certain "staff" isn't very bright.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

1 edit

Lynn0

Premium Member

Re: Acanac, Inc.

Well that is a bit harsh but like I said you are entitled to your opinion as well as everyone else. Not sure what staff you are talking about but if it is one of the agents who did not understand, do you have her/his name because it might be just a case of that agent is confused on something and needs a bit of uptraining in that area. It happens as there is alot to keep in your mind when the agents first start. Since you are only an anonymous message board user if you wish to register for the board and send me the name if you remember it i will check notes on your acount.

Honey
@silverstream.com

Honey to Connolly57

Anon

to Connolly57
Acanac is by far the worst service/customer relations/anything and everything I have ever dealt with in my entire life. Absolute incompetence in every aspect.

How can someone work in the tech support department for an ISP and not even know what a gateway is? Subnet mask anyone? Anyone?

At least she was nice and repeatedly called me 'Honey'. /sarcasm
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

2 edits

Lynn0

Premium Member

Re: Acanac, Inc.

Well not sure who you were talking to but our tecs are trained in the basic trouble shooting. When you start getting into subnet etc.. you get transferred to second level tecs. I don't work in tec department so I know it is not me your referring to.
Your not going to get tec help on this message board so best thing to do is actually talk to a tec to get your problem solved.

Same advice for you. Since you are only an anonymous message board user if you wish to register for the board and send me the name on your account i will check to see what is being done for you.

Review by slyman25 See Profile

  • Location: Montreal, QC, Canada
  • Cost: $30 per month (12 month contract)
  • Install: about 999 days
price
everything, worst company i have ever see
charge of 90$, but i am not a customer for about a year now
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Dec 1 Acanac have charge on my credit card 56.96$ and 29.95$, but i am no longer customer for about a year now.

answer from billing please note that according to our policy the bandwidth is limited for Quebec packages, so you have charged for over usage invoices.

acanac always finds a way to amaze me.

this look like i need to fight again if i want my money back, always crap whit this company

member for 12.3 years, 19 visits, last login: 11.8 years ago
lodged 12.3 years ago

Lynn0
Premium Member
join:2011-08-11
Trenton, ON

1 edit

Lynn0

Premium Member

Acanac.Inc.

Do you remember your user name that was on your account. or please pm me the user name or real name and address on your old account and I will have a look at it.

Review by mike569 See Profile

  • Location: Nepean, ON, Canada
  • Cost Contract price not specified.
Very bad service, never get internet speed you sign for, no money refund
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

have been having issues with acanac internet speed for the last 3 months. The speeds have been grossly under par, ranging between 0.8mbs to 1.7mbs. Up until that point, I have been obtaining a steady speed of 3.8-4.8mbs. For the last 6 weeks acanac tech have made me complete line test and filter test multiple times, even after I have notified them that the previous test yielded no results. Yet they persisted, even going as far as asking to purchase new filters, which I did. Now, I knew from the start that this issue was not on my end, as nothing had changed in the setup of my home electronics, computer or any other items for that matter. All problems appear on acanac side. I have internet problems for 3 month and acanac refused money refund for unused month. Very poor customer service, customer service representatives have very basic knowledge. Refused to provide manager contact info. Very long response time.

Never sign with acanac again.

member for 12.3 years, 21 visits, last login: 12.1 years ago
lodged 12.3 years ago

Lynn0
Premium Member
join:2011-08-11
Trenton, ON

1 edit

Lynn0

Premium Member

Acanac, inc.

Sorry Mike you are having these problems. i have contacted all departments about this matter and it is in their hands now. I am sure they will get this matter resolved for you.
mike569
join:2011-11-18

mike569

Member

Re: Acanac, inc.

Still have no internet, Lunn does not help at all, billing refuse to switch to cable and no refund for DSL, useless acanac billing and support department, useless acanac reps on this forum.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac, inc.

said by mike569:

Still have no internet, Lunn does not help at all, billing refuse to switch to cable and no refund for DSL, useless acanac billing and support department, useless acanac reps on this forum.

What do you honestly think as forum rep I can do? I have checked your accounts, I have talked to the departments concerned and have kept up with the tickets you have in. The problems have to be fixed by the departments concerned NOT A FORUM REP. Don't tell me I have not tried to help . I have done everything for you I can. As you stated above billing made it decision.

You can call us useless all you want but anyone with an ounce of sense would realize that as a forum rep all we can do is pass the information on and then it is up to the individual departments to make their decisions. With your job, can you make decisions for other departments? Think about that before you are rude enough again to call people names.
mike569
join:2011-11-18

mike569

Member

Re: Acanac, inc.

I honestly think that you can do much more to me - your customer, for examle I ask you and support dep. to provide manager and owner email or contact number, you and support refuse - why?, could you inform Paul about my issue and about 3 options that I offered to resolwe it and let me know. Also if you think that Bell throttling acanac customers so why you did not contact Bell so far and why you did not send complaint to CRTC, CCTC? I have filling that i just wasting my time with you.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

1 edit

Lynn0

Premium Member

Re: Acanac, inc.

i do not have a phone number for Paul. Please send it to feedback@acanac.com as the owners read those. The messages were passed on as requested. As forum rep I can not contact Bell.
mike569
join:2011-11-18

mike569

Member

Re: Acanac, inc.

What is wrong with you Lunn? did I ask you for Paul private phone number? I ask you for his business email and/or contact number. I told you before many times that I already contact your feedback@acanac.com 2 month ago - no feedback and support@acanac.com - no help, SO READ MY MESSAGESS CAREFULLY, IT IS YOU JOB.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac, inc.

sorry for the confusion but I do not have a number for Paul that you can call..
Lynn0

2 edits

Lynn0 to mike569

Premium Member

to mike569
You said"I honestly think that you can do much more to me - your customer, for examle I ask you and support dep. to provide manager and owner email or contact number, you and support refuse - why?, could you inform Paul about my issue and about 3 options that I offered to resolwe it and let me know. Also if you think that Bell throttling acanac customers so why you did not contact Bell so far and why you did not send complaint to CRTC, CCTC? I have filling that i just wasting my time with you. "

His email is for work purposes only, not to give out to the public. I have passed the message on for you. I honestly do not have his phone number where he can be reached.
I can not contact Bell as a forum rep. That has to be done by second level tec so you need to call our support line to talk to one.
Why did I not contact CRTC you asked ? Why would I do that? If you want to make a complaint you need to do that yourself. Mike if there was anything else i could do to help you I would be doing it.
Expand your moderator at work

unhappy cust
@uottawa.ca

unhappy cust to Lynn0

Anon

to Lynn0
I wrote to feedback sometime last week and still have not received a response. Not only that, our internet service has not been working for over a week and tech support never has an answer to the problem or a potential solution that shows they are attempting to solve the problem.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac, inc.

unhappy cust can you pm me privately and send me name or user name on your account and I will look to see what i can help with.

Review by kiwibri See Profile

  • Location: Canada
  • Cost: $45 per month (12 month contract)
cheaper compared to competition, no caps
Cable is on Rogers and upload speed slow. DSL seems better. Support is one of the worst I have had to deal with.
If you are a tech person, and have a lot of patience, this maybe the one for you. But for average Joe/Jane do not bother - suppo
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Came from BELL to Acanac. Had the service for nearly 2 years. Only called support once or twice, and found that they are not available on the phone in the weekends. Have to submit a ticket via email. Can be a pain if Your Internet is down!

DSL speeds are fine, upload speed is good. Backbone is the BELL network. Recently looked to change to cable. Cable speed very fluctuating. 25/7 MB line shows good DL speed on Speedtest (25+ Dowload) but poor upload (.4MB down)
Real world use - DLing from a known FTP server was faster on my DSL 6mb line compared to DLing the same file on the 25MB line.

Also, customer service is very poor. I decided to cancel the Cable and eat the cost of the modem/connection fee. I also have decided t cancel DSL as I need better upload speed (hence the reason to look at Cable) and pay more from another provider.

Bottom line: Unless you have a good amount of patience (and I am a patient guy!!) dont bother with Acanac. I would not recommend them to a Non technical person.


member for 12.4 years, 9 visits, last login: 12.3 years ago
updated 12.3 years ago

Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Acanac, Inc.

I am sorry to hear you had troubles with this.

Fergless
Premium Member
join:2008-04-19
Toronto, ON

Fergless

Premium Member

25/7 ?

quote:
Cable speed very fluctuating. 25/7 MB line shows good DL speed on Speedtest (25+ Dowload) but poor upload (.4MB down)
There is no 25/7 but there is 24Mbps/1000Kps, maybe that's the problem with that.
kiwibri
join:2011-10-26
Canada

kiwibri

Member

25/7

Sorry, my mistake. I meant 24/1. I guess I still had the Bell advertisement in my head from reading the website.

Review by malacky See Profile

  • Location: undisclosed location
  • Cost: $29 per month (12 month contract)
Price is right!
They won't give me that price!!!
They're cheap, but there's a reason for that. Value is low. Better to go elsewhere.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

UPDATE: Fergless was able to reverse the charges. Kudos to him. If you ever encounter a billing problem, I suggest posting it here for help, or trying to escalate the issue to management at the billing email address.

Acanac won't waive dryloop fee, even though I signed up just one day before their promotion started. Contacted customer service, responses seem to indicate that it is outsourced to a call center in India that just learned English.

Cancelling my service before it even starts. Customer service was that bad. See below for email exchange.

Me: Hi, why am I being charged the dry loop fee when it is advertised on your
website here that you will waive the
dry loop fee?

Them (Nasim): Please note that we cannot wive the dryloop fee. Dryloop promotion is only available for clients who registered their accounts after 2011-10-20.

Me: I registered a day earlier. Are you telling me you're going to charge me
$96/year for the entire term of my service because I registered on your site
one day earlier? I am in the process of leaving my current provider because
of shenanigans like this. I was a loyal customer to them for over 7 years,
but stuff like this forced me to switch. Please let me know if this is
indicative of the service that I will be receiving from your company. If so,
it's clear I made a mistake with my choice of provider and will be
rectifying it immediately. I hope I'm clear with you when I say that this
is not the best way to start a relationship with a customer.

Them (Devora): I'm afraid to say that its not possible for us to offer free dry loop, because your package has been created before 20 October, and we cannot do against our rules.



member for 12.4 years, 9 visits, last login: 12.2 years ago
updated 12.3 years ago

Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Acanac, Inc.

I am really sorry to hear this and my suggestion is to send this information to feedback@acanac.com. I am not in the billing department so unfortunately I can not change their decisions but when there is problems we need to know and feedback is the place to send these things.
malacky
join:2011-10-25

malacky

Member

Re: Acanac, Inc.

Hi Lynn,

I took your advice and sent this information to feedback@acanac.com. I haven't received any response. Not even an email receipt confirmation. I guess feedback to Acanac goes straight to the recycle bin.

Lynn, thank you for confirming my suspicions, that I should run, not walk, from Acanac as an ISP provider. You remind me of that guy from Thank You For Smoking. Defending an indefensible company. Good luck.

zstar
@acanac.net

zstar

Anon

Re: Acanac, Inc.

LOL I'm not going to write a list of my issues with Acanac, because it's an endless list. But it feels good to read the comments here! Almost every person has problems with this provider, and what's better is that someone from Acanac's side is actually here to listen LOL. The sad part is, after a year of pathetic service from Acanac, my dad just renewed the term for another year -_- he doesn't mind doing that because I have to be the one to deal with their nonsense. He'll realize one day what he's dealing with once I shift out of this house. An example of just ONE of the issues I'm facing lately: they charged my dad $270 on his credit card without any invoice or explanation.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac, Inc.

"they charged my dad $270 on his credit card without any invoice or explanation."

Was he up for renewal? In the policies and procedures it states you are on automatic renewal and if you do not want to renew to let them know before your renewal date. not saying this is what it was because I do not have your dads name to look up his account but it sounds like a renewal for some service. They should have sent an email to him though. Check junk folders too because it might be there. If you want to pm me with your dads name or email on his account I will look it up for you and see what is going on.

zstar
@acanac.net

zstar

Anon

Re: Acanac, Inc.

I've checked all his emails, there is no invoice from them explaining the $270. There were two invoices for $470 for internet, and $108 for the phone. But no explanations about the $270, we don't have any other service from acanac which would explain the $270... unless you guys have a fee for renewing, in which case my dad will most definitely cancel Acanac's service. And yes obviously they should have sent an e-mail.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac, Inc.

No, there is no fee for renewing. Can you please pm me with your fathers name or email address? Anything i can pull up the account with so I can look to see what is happening with it?

zstar
@acanac.net

zstar

Anon

Re: Acanac, Inc.

I actually sent an email to support service from Acanac, they told me the $270 is for the phone service and $108 was only for the dry loop. But the thing is my dad no longer wants the phone service because he didn't know it would cost this much, he thought they were only charging him $108 for phone service since they never sent him an invoice for $270. Had they sent him the invoice for $270 he would have cancelled the service within 30 days. Now he wants to cancel the service and wants full refund because he wasn't informed he's being charged $270. Can you help with that?
zstar

zstar

Anon

Re: Acanac, Inc.

And he wants a refund for both $108 and $270, because it's clearly unfair to not let your customer know they're being charged a certain amount for some service. And if you CAN help me with that, then let me know where I can send you a PM?
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac, Inc.

I understand. Please send an email to biling@acanac.com, explain to them what you told me and tell them you definitely want it canceled and they will do that for you and send refund to your dad. I wish I could do it for you but I am not in the billing department and have no access to their files.

zstar
@acanac.net

zstar

Anon

Re: Acanac, Inc.

Easy for you to say, I e-mailed them and they said I can cancel the service but no refund will be given (as expected because that's ACANAC for you)
kiwibri
join:2011-10-26
Canada

kiwibri

Member

see..

The competent people, who are willing to help out are very few in this company, indicative of the help received by several of the support team that post here and the Acanac support forum.

Unfortunately there are too few of them and that company has to learn that people are willing to pay for good service - its not all about being low cost. Look at the "Premium" that Apple users pay.. but also look at the quality of service that company produces. Just my opinion of course, and I thank those staff that tried to help me out for my own issues.

Hopefully "Bobby" in Banglore will improve in time
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

zstar

I would still like for you to pm me with your dads name, address or phone number on his account to see if there is anything at all i can do to help him from here.

Review by elec999 See Profile

  • Location: undisclosed location
  • Cost: $35 per month (12 month contract)
  • Install: about 45 days
NOThing good
WORST THING EVER
Really BAD!!
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Stay away if you can. Would not ever recommend to anyone. Look at my forum post for my nightmares.

member for 18.2 years, 810 visits, last login: 19 days ago
updated 12.3 years ago

Lynn0
Premium Member
join:2011-08-11
Trenton, ON

1 edit

Lynn0

Premium Member

Acanac,Inc

If you would have followed what we asked you to do you would not have had these nightmares and things would have got done properly for you.
elec999
join:2005-12-19

elec999

Member

Re: Acanac,Inc

These nightmares were caused by your horrible sales rep/phone support, forum support and ticket support. I have done everything humanly possible. No one should have to go through this kind of pain to "buy" a service. let alone if something was to go wrong during service.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac,Inc

Thank you for your opinion.
elec999
join:2005-12-19

elec999

Member

Re: Acanac,Inc

Stop trying to protect the company. Make a difference by improving your customer service if you really want to make a difference.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0

Premium Member

Re: Acanac,Inc

There is only some much we can do. You can lead a horse to water but you can not make him drink comes to mind.

berniek
@67.70.231.x

berniek

Anon

Re: Acanac,Inc

Hi, I've been trying to get a refund on my dsl. I have moved and cannot continue the service. I have not heard back a response in over two days in regards to the refund. I have been bounched back and forth since I first opened the ticket on Nov 14th. This process has been very fustrating. Please help!
kiwibri
join:2011-10-26
Canada

kiwibri to elec999

Member

to elec999
Glad to see its not just me with this same thoughts.
Lynn0
Premium Member
join:2011-08-11
Trenton, ON

Lynn0 to elec999

Premium Member

to elec999
said by elec999:

Stop trying to protect the company. Make a difference by improving your customer service if you really want to make a difference.

My customer service or the agents? I try to help where I can and to be honest i get nothing but good feedback returned to me.