how-to block ads
|
»next review in page
Review by lawrence171 
Posted: 2 years ago
member for 7.9 years, 2054 visits, last login: 36 days ago
 Canada
 $18 per month (12 month contract)
 about 2 days
 Bell Canada
 "Cheap, Reliable, Value"
 "None so far..."
 "Cheap, Reliable, and Fast"
| |
After canceling with Bell b/c they wouldn't give me the same rate anymore, I considered Acanac. I thought I would need TekSavvy as a backup (dsl-logon for $5 per month) when I signed up for Acanac, but so far, there hasn't been a need.
The network is a lot better than I expected, and the reliability so far has been great. Took them about a day to get my logon into their system, and the dsl modem arrived within 3 days.
The Sales person I spoke with was very helpful.
Followup comments: | Forums » comments on review of Acanac |
 | »next review in page (previous review)
Review by dcuddy
UPDATED: 2 years ago
member for 2 years, 4 visits, last login: 1.8 years ago
London,ON
$18 per month (12 month contract)
about 5 days
"Great price, quick setup"
"None"
"Can't beat the price for fast DSL"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
I have Bell Sympatico right now and installed Acanac DSL on my second phone line.
They installed it in 5 days and the modem arrived the same day the line was to go active.
I'm paying $49.95/month for Bell sympatico
but the contract doesn't expire until the end of December.
Acanac for 12 months is $18.95
and I find it faster. So I have no reason to keep Sympatico and pay over double what i'm paying Acanac for DSL.
I'll keep the Acanac DSL and get rid of the Sympatico.
-Don Cuddy
Followup comments: | Forums » comments on review of Acanac |
| »next review in page (previous review)
Review by .
Posted: 2 years ago
(review was emailed in)
undisclosed location
$19 per month
about 10 days
"Price, Speed, Online PC, FTP account,"
"Nothing I can think of"
"Great company for a great price!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
Ok, well iv been with Acanac for a few years now, and am very happy. They give u great speeds, with no caps! They have great up time! They give u a free storage ftp with lightning fast speeds and they give your a virtual PC all for free. Rogers gave me garbage and problems. Also no ports are blocked which I find amazing, overall this is the best move iv made switching providers!
Support has been fine with me- everytimeI call I am not on hold long and they are very helpful with the problems, and the email support is super fast!
Im a very satisfied customer, with a thicker wallet bc of it!
Followup comments: | Forums » comments on review of Acanac |
| »next review in page (previous review)
Review by Art_Dodger_s
UPDATED: 2.1 years ago
member for 6.9 years, 29 visits, last login: 7 days ago
Russell,ON
$18 per month (12 month contract)
about 5 days
Bell Canada
"Inexpensive, quick response to order"
"Non-existent support, occasional technical difficulties"
"A very inexpensive, relatively new company with growing pains"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
The connection (so far) has been reasonable - Reasonable speeds, no delay in shipping my DSL router (They call it a modem...).
Ultimately, you get what you pay for as far as customer support. Acanac uses off-shore support, customers report frequent hang-ups, or often no response to support requests at all. Long waiting times on hold during telephone support. Speed is dependent on Bell Canada's support of the lines - In recent reported transfer rate issues, a support ticket had to be raised by Acanac with Bell to have the line profile corrected. 4 days after the problem was reported, the profile was changed and download speeds increased from 2400 to 4100.
If you are reasonably technically savvy and can solve most of your own problems when they arise, the price makes this service worthwhile - As long as it's working. If you are the kind of person who expects their tech support to help you every step of the way, forget it. Their customer support is virtually non-existent.
Followup comments: | Forums » comments on review of Acanac |
| »next review in page (previous review)
Review by gachod1
UPDATED: 2.1 years ago
member for 2.2 years, 10 visits, last login: 2.1 years ago
Ontario
$27 per month (12 month contract)
about 10 days
"Cheap"
"1/3 speed of Sympatico, no tech support (ppl answer the phone...sometimes - they don't solve anything, hang up 'by accident')"
"Avoid like the plague"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I used to get 3008kbps with Sympatico, but now after switching to acanac, I get 1044kbps. They gave me the reason that I live 5.1kms away from a central office. The problem I have is that THIS IS NOT TRUE. I called sympatico and was informed that I am less than 3kms away from a CO and that I should be able to get... ready for this... 7Mbps!
If anyone else has had this experience, contact me. Also, start spreading this around to see if we can find a few more with this exact same problem. I know this is not an isolated incident. If Bell is intentionally lowering profiles or otherwise throttling connections, they are in contravention of their terms with the CRTC to provide equal access to other parties on their lines.
Obviously this is a problem that would require astute technicians who care in order to even try to resolve it. People in India who don't understand you or place you on hold then hang up after half an hour clearly aren't going to get you very far.
Ya, it's cheap. But even then you don't get what you pay for. Sad really.
UPDATE (30/09/2007): Acanac did make good on their full refund. They dicked around for a while, but after a bit of complaining and persistence on my part, they paid it back within a week of receiving my cancellation request. That's pretty much the only good thing I can say about my brief experience with Acanac. I hope they do manage to get their service and support together. The risk of prepaying for a year to a company which treats you like crap even when you're within their 'money back guarantee' period is how you will be treated after that period is over. That risk, at least in my opinion, was too great. Buyer beware.
Followup comments:  koreyb
join:2005-01-08
Etobicoke, ON
 ·Primus Talkbroadband
 ·TekSavvy Solutions..
| Distance I would call and ask your ISP if there is a remote in the area, because the only way bell is offering 7mbps is from a remote, which isn't always disclosed without inquiring by Bell to Non-Bell ISP's. Bell also is offering ADSL2+ to get you 7mbps which is not yet open to non-bell ISPs... Apparently is still in the works... Normal not playing fair by Bell. | |
| | gachod1
join:2007-08-22
Ontario
| Re: Distance I actually asked a guy at the executive customer relations for Bell what my distance from the CO was, and he first mistakenly provided me the distance from a remote. My distance is approximately 0km from the remote - it is located literally at the same intersection where my home is located (I can see it from my front door). My distance from the CO, which he looked up afterwards, is 3.4 kms. Yet my sync rate with this 'non-Bell' ISP was 1729 (actual speed as tested was 1044). Anyhow, the sync profile has since been upped to 2498 (actual speed 2099), which I am satisfied with I suppose. The fact that support people at acanac were unable to do this, and that I ended up having to call so many different Bell numbers to get it fixed should tell you a great deal about how pathetic support at acanac is.
As noted, I am satisfied with the speed I have now, since it is closer to what I used to have when I had Sympatico. The fact that I should be able to get 7.0Mbps, and yes, I do have an ADSL2+ modem at my place, still bugs me a little, especially since my location should easily get close to the 5Mbps that acanac advertises customers should be able to get. But with support people giving you excuses that they're new and then passing you off to someone else, who then hangs up before taking the call... well, I don't expect to ever get anything better than 2Mbps, even if I was sitting on top of the CO. | |
| | | 
clover
@rogers.com
| Re: Distance I have had Rogers since Dec 2006 and I have never had a day without interrupted internet service. I live very close to a CO but that makes no difference whatsoever. I had to get rid of my land phone because it would never stay connected for more than 10 minutes and my cell phone loses connection all the time. The people at rogers hang up on me on a regular basis when I try to call for support because they will not admit that they are having problems and cannot fix it. I used to work for a telecommunications company and just to let you know most of the small companies who are selling there products are buying their lines from Bell or Rogers. At my work place we have rogers service. We had a repair guy come out to repair some lines one day and he told us he was a bell guy who works for rogers, but because our problem was complex they had to send him. It really makes you think about what's going on out there. Whatever problems the small companies are having are due to Bell and Rogers. Right now I work for an email broadcasting company and you would not believe the crap bell and rogers are putting us and the general public through. They have bitten off more than they can chew and they do not know what they are doing. I am about to move and will switch to a smaller internet provider just to spite rogers and bell. I have dealt heavily with both and they are terrible and their prices are outrageous. At least you are getting a better price with the smaller companies.
Don't mean to ramble on but I am a little pissed off right now and I am paying through the nose. It will all end Oct 1st. Any suggestions out there on who to use for my internet provider, I live in Mississauga Ontario.
Thanks | |
| | | | gachod1
join:2007-08-22
Ontario
| Re: Distance Considering that I actually had to call Bell because acanac tech support couldn't be bothered to even answer my question, and that Bell solved my problem despite the fact that I was not their customer, I can't agree with anything you just wrote.
I cancelled Bell Sympatico last year, but that was because my promotion pricing had ended and my monthly rate was going to nearly double. Their pricing is horrible, but I had few technical issues and they were fixed very qickly.
Avoid acanac and cia/3web and all their affiliated companies. At least with acanac you eventually get through to a tech support person who will tell you they can't do anything before 'accidentally' hanging up on you. cia/3web... well good luck even getting to a live person. Not that it makes a difference in the end if that person can't do anything and just hangs up on you. Kind of a toss up.
Velcom and Teksavvy seem to have good reviews. I'm trying to decide between them. | |
| | | | | 
Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: Distance This just proves my point. Why was Bell able to assist you directly, but not able to assist us through the whole sale department. You don't need to be a rocket scientists to submit a ticket to Bell. How Bell responds is the important question. You make it sound like we don't even try to resolve your problems, but this is far from the truth. We invest more resources and money into tech support than in any other department. We just don't employ of few dozen people, but over 120 between Acanac and Canaca.
I am probably sounding like a politician by now, but our model is simple. If your not have with your speeds or the service in general a complete refund will be issued within the first 30 days. This gives you the opportunity to try the service without any risk.
Best Regards,
Paul L.
Acanac Inc. | |
| | | | | | gachod1
join:2007-08-22
Ontario
| Re: Distance Well, Paul L., you may want to tell your tech support people not to put customers on hold for half an hour then hang up on them... especially when they were just on hold for half an hour before they got to a live tech support agent. Nothing guarantees an early cancellation more than being on hold for an hour with nothing to show for it. I'm not the only one to make this observation (that your tech support hang up on ppl when they can't, or just don't want to, resolve an issue).
And I will restate it, despite your protestations: acanac tech support did not even try to resolve my issue. One person put in a ticket, I did not get any feedback for a week, the problem persisted. A reply from a technician was received basically brushing off the service request. I called a week later and received a reply from someone with a heavy Indian accent (I assume at a call centre in India) basically reading the contents of the ticket to me before telling me that there was nothing further that could be done. My call later that same evening resulted in the hour on hold for nothing. If you are investing a great deal in tech support, then I'm sorry to tell you, you certainly are not getting your money's worth.
Oh, and the kicker - I put in a request for cancellation that same night. I called the toll-free number, selected 'billing', and then spoke to... haha, just kidding. No one answers when you chose billing from the main menu. You just get a recorded message instructing you to send in a ticket via e-mail, but remarkably does not provide you with an actual e-mail address to send it to. I had to call back and chose 'sales' from the main menu in order to be told that I should send any cancellation request to billing@acanac.com and that I should receive a request in 4-6 hours. I did just that, at 7pm on Sept 19. A ticket was opened for Department 'Billing' and I figured I should have a reply some time tomorrow by noon. 4pm on Sept 20, and still no response. Funnier still, someone had logged in and changed the Department to 'DSL Support'. I called in and selected 'sales' again from the main menu (so that I could actually get a live person on the line). I was passed on to a supervisor or manager who assured me that she personally would resubmit the ticket to your Billing department and that I should have a response within 4-6 hours. Well, that hasn't happened. If I was a betting man, I would bet against receiving a response at all to my request for cancellation and refund, and would likely bet that I would have to end up getting in touch with the BBB and my credit card company.
Anything to add, Paul L.? | |
| | | | | | |
Nord64
@rogerstelecom.net
| Re: Distance gachod1 thanks for your post,
I'm going through the same process right now. Only difference is that my problems started after 30 days.
I have had all the same experiences as you had over the last 5 days. An hour on the phone and cut off more than once. Never know if I have internet access when I come home from work and if it's below 500kbps.
For about 3 weeks I had about 3200kbps download speed before I spend a day without access and have problems since.
I was assured last night that my connection will be fixed today...well, it was not this morning. Apparently Bell is working on it...not doing a good job that's for sure. | |
| | | | | | | | gachod1
join:2007-08-22
Ontario
| Re: Distance Hey Nord64, I'm sorry to hear that you are having the same experience as I am. It does not seem to matter whether you are within 30 days or not. I've only had the service for 2 weeks and it seems that they are refusing to make good on their 30-day money back guarantee. Let that be a warning to anyone thinking that they will have a chance to try the service 'risk-free'. I will update if they evetually give me a refund, but it does not look promising at this point.
As for what I can update:
As noted, I sent a notice to their 'Billing' department (which does not seem to exist), on the 19th requesting an immediate cancellation and full refund. At the time I was told that someone would get back to me in 4-6 hours. Today is the 22nd. Someone finally got back to me. But that someone was from DSL Support, not 'Billing. They were asking if I would be interested in having a Bell technician come out to my place to have a look at the problem. Way too little, way too late. And besides, My message was to 'Billing' requesting a cancellation and refund.
The time to provide me support was when I was calling in and being place on hold for an hour. But instead of providing support, I was told that there was nothing that could be done on one call, and someone hung up on me on another call.
Nord64, I encourage you to write a negative review on here. If they eventually give you a refund, you can always update it later. That goes for anyone else who has had the same experience. Write one on canadianisp.com as well. And any other forum where Canadian ISPs are reviewed or discussed.
Also contact the Better Business Bureau in your area and file a complaint. If I do not hear back from 'Billing' with a confirmation of my cancellation and full refund by next week, that is what I will be doing. | |
| | | | |
m99
@teksavvy.com
| We switched to teksavvy in our office when IStop went belly up. It was the smartest/luckiest thing we've ever done in connection [no pun intended  ] with internet. What a revelation to have service of the quality Teksavvy offers. After using Teksavvy in the office, I switched to it at home and have been just as happy with it. Since then, I have helped a number of others to switch to it, and >>without exception they have been as satisfied with the service.
I could save about $12/month by switching to Acanac but my time and the being able to deal with someone who knows more about technical problems than I do makes the price difference [acanac=$18.85 incl tax -vs- teksavvy=$29.95 + tax] more than worthwhile even if I only talk to them once or twice per year.
If I had to choose between acanac and teksavvy again, would I go with teksavvy a second time? In an eyeblink! | |
|
OntarioMike
@distributel.net
| +1 on TekSavvy Have had TekSavvy after switching from Rogers (blocking encrypted anything!). Very good service.
I'm shopping for my sis in law, she can't afford more than 20 / month. I can not and will not refer her to Acanac after seeing to much negative feedback. I also refuse to do any business with companies that outsource to the skill-less India.
I'd still be tempted if the company is functional, but clearly, very clearly, Acanac will not.
My sincerest thanks to all the feedback, and sparing me from what would have been an impossible experience. I want internet, not grief. Acanac sells grief, not internet, not very well overwhelmingly evidentally.
Acanac will probably re-incarnate under a different name I suspect, the look just that bad... | |
|
CameronJC
@bell.ca
| You saved me! Well, I was just about all ready to sign up so Acanac.. That price looked pretty sweet to me, but knowing better, I looked for some reviews, ended up here and am very thankful!
I want to get away from Bell, their crazy prices and now reduced bandwidth so they can charge me $30/month extra. I'm being charged more the $60 with them.
I am now more then willing to cut that in half and took my to teksavvy. Thanks for the reviews guys, and I'm sorry for the troubles you had to go through to write them.
I am very dependant on my internet connection (work online often) and I am pleased I didn't make the wrong choice. | |
|
Master0068
@ibm.com
| Acanac Tech Support I had VERY similar problems, After about 1 month of being signed up, My internet went down, I called them EVERY day and waited 10-20 mins before being answered, and then at time was put on hold for another 10-20 mins and then hung up on, so I know EXACTLY what that's like. Every day they would just tell me there's nothing we can do a ticket was submitted to Bell, and after over 2 weeks, finally it was fixed, it was a Bell Network Interface problem. How ? I don't know. Randomly after 1 month something got switched over, but to make things worse, every time I called or Emailed, Acanac tech agents would tell me to reset the modem, after I stated that I had done all the troubleshooting and I work in tech support, I know resetting my modem isn't the problem.
1 month later , I change my home phone to NON bell, the internet is down 3 weeks, Every day I call , on hold for 10-20 mins, then same routine, I get angry with 1 guy, he tells me that I'm gonna wait in line like everyone else, (after alraedy having my inernet down for 2 weeks) and Bell and Acanac saying everything was fine. Line is synching they say. Well after 3 weeks I finally talked to someone who got the problem fixed within 24hours, and again it was a Bell Network interface problem, which I had mentioned EVERYDAY since the beginning, and they were insisting on sending a technician to my home (when I knew the line wasn't the cause).
BELL is a MAIN part of the problem, they are useless and unable to do their job properly, they do 1 basic test, then say it's all good, when it's NOT, now Acanac holds responsibility to make sure WE the customers have good service, but they don't, they just let us have no service for 3 weeks at a time. | |
| | | |
| Forums » comments on review of Acanac |
| »next review in page (previous review)
Review by Gladman911
Posted: 2.1 years ago
member for 6.9 years, 50 visits, last login: 15 days ago
Pickering,ON
$18 per month (month by month)
"Cheap price"
"No service"
"Couldn't get working"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
I knew I'd face challenges from the beginning with the cheapest dsl service out there, but in the end, I could not get the supplied lynx modem working with my router. The first modem did not work at all (no ppp lite), and the second one would not act as a proper bridge for the router. Bottom line: couldn't get it working, after spending hours and hours on the phone.
Let's see how the refund goes.
Followup comments: | Forums » comments on review of Acanac |
| »next review in page (previous review)
Review by smith6145
UPDATED: 2.2 years ago
member for 2.3 years, 95 visits, last login: 9 days ago
Lasalle,QC
$35 per month (12 month contract)
about 14 days
Bell Canada
"Cheapest rates, $18.95 for DSL, $8.00 for DRY pair"
"Lousy tech. support"
"Good value once you get it working."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
5 megabits, 800K
Modem / router : Starlink Lynx L-210
After struggling with the Starlink modem, decided to swap it for a SpeedTouch.
Connection has been solid ever since. Do NOT use the Starlink modem.
Followup comments: | Forums » comments on review of Acanac |
| »next review in page (previous review)
Review by Outlandish00
Posted: 2.2 years ago
member for 2.2 years, 14 visits, last login: 1 days ago
Petrolia,ON
$18 per month (12 month contract)
about 1 days
Bell Canada
"Quick delivery, pre-configured, english speaking techs, great price"
"No VOIP in my area"
"What a great alternative to Bell!"
| |
Ticked with Bell with their prices going up and not informing me I reviewed all I could and took a chance. I order on Labor day Friday and left for the weekend. By my return I had emails and my modem was delivered the next business day being Tuesday. I could not find any info for an SMC router set up and contacted their teck center. After two minutes I was speaking to an English non accented tech and set up at the blink of eye. I also was forwarned that the DSL card will be pulled by Bell at the end of my service. I decided to call and find out if I could avoid having pulled only to have it reinstalled. After 20 minutes on hold I was answered by a heavily East Indian accent teck to which I had to ask several times to repeat his questions only to learn it is inevitable they will pull it. I will let you know how the transition went but to date I have been extremely satisfied. By the way since I have cancelled with Bell they have been contacting me now regularly trying to have me cancel my account with Acanac and telling me I have 30 days to do so, offering me incentives to return to Bell. Interesting it seems like they have been loosing many a customer since the increases.
Followup comments: Outlandish00
join:2007-09-04
Petrolia, ON
| Acanac Update Well the 12th came I immediately lost my Sympatico email addresses but the transition was seemless. Acanac did a great job. In addition I purchased a VOIP D-Link off of Ebay and even though it's not their equipment they helped. It turned out to be a Primus unit and was returned....Great job Acanac! Now if I could find a VOIP service in the Sarnia region of Ontario I could kiss Bell home services goodbye too!
Cell 1 = Gone
Sympatico = Gone
Bell home = working on
Cell 2 = Gone (December) Yahoo! | |
|
JOE DIRT
@acanac.net
| Acanac vs. Sympatico I added up my yearly costs with with Bell and it was in the neighborhood of $2000 dollars a year for internet and telephone...Lets take a look at the specs here...with acanac I scored third highest in Canada for my connection and also I get free long distance calls. I have enough headroom in my connection for voip services and the multiple computers running in my place. So the simple math tells me I have about $1300 a year in savings. So Bell...your losing friends fast...get the Hint JackA@@ | |
| | | |
| Forums » comments on review of Acanac |
| »next review in page (previous review)
Review by Prelude76
Posted: 2.2 years ago
member for 2.2 years, 19 visits, last login: 1.2 years ago
Barrie,ON
$19 per month (12 month contract)
about 2 days
"Great prices, speedy email support."
"Not enough access points, so mine is over 5km away, which means only 0.5mb service"
"I would have stayed with them, but 0.5mbs is not DSL."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
I signed up for them after leaving Sympatico. They emailed me my userid and password in 2 days, and it was already active. That's impressive. What wasn't impressive were the speeds. 0.5mbs to 1.0mbs. I used to hit over 3.5 with Sympatico. Tech support via email is fairly quick and knowledgeable, but nothing they could do in my case but to call in a Bell technician. It took a bit long to find out whats wrong (Bell didnt give them a report until nearly 7 days after being at my house) but the verdict was they my house is 5.2 km away so max i could get is DSL Lite speeds (0.5 to 1.0mb). They understood that it's not acceptable and we'll see how easy they are at honoring their 30 day money back guarantee (I prepaid for 12 months, so I really dont want to get screwed.. I'll update how the refund goes).
One thing that puzzles me is I figured Sympatico and all other DSL providers use same 'DSL hub', so I'm confused why Bell had one so close by that I was able to hit 3.5mb, but Acanac's hub is 5.2km! Tech support said they don't use same access points, but i find that really strange. I know other reviewers got big drops when they switched, but a Bell technician got it back up to speed. But in my case, the verdict is 'there's nothing we could do'. Its a shame, I wouldnt have minded staying onboard for those prices.
I STRONGLY suspect that Sympatico has a policy to cap its leaving members to DSL Lite service, and since 3rd party resellers rely on Bell to fix speed issues, it never gets resolved, but its just a theory.
I'm gonna try Teksavvy next, once Acanac finalizes the refund.
Followup comments: gachod1
join:2007-08-22
Ontario
| Same Issue Re Sympatico to acanac Scary, but your situation is practically identical to what I am going through. I used to get 3008kbps with Sympatico, after switchingto acanac, I get 1044kbps. They gave me the same reason, that I live 5.1kms away from a central office. The problem I have is that THIS IS NOT TRUE. I called sympatico and was informed that I am less than 3kms away from a CO and that I should be able to get... ready for this... 7Mbps!
Contact me. I know this is not an isolated incident. If Bell is intentionally lowering profiles or otherwise throttling connections, they are in contravention of their terms with the CRTC to provide equal access to other parties on their lines.
Please contact me. Also, start spreading this around to see if we can find a few more with this exact same problem. | |
| | | |
| Forums » comments on review of Acanac |
| »next page (previous review)
Review by zenyoudoit
Posted: 2.4 years ago
member for 2.4 years, 1 visits, last login: 2.3 years ago
Toronto,ON
$18 per month (12 month contract)
Bell Canada
"Great price"
"Still waiting for a DSL signal. Bell services the lines"
"Some people ride it smooth, Others take time for the set up"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
I've order the Residential ADSL service June 02/07. Received an email to correct some billing information. Called June 06/07 to correct it and put the order through. I did not receive any confirmation or call or email for a week and my credit card was not charged so I called around June 15/07; all the information was correct and it should be up and the modem should arrive.
Waited another week or so (was on a trip). Still have not received the modem and my credit card was not charged. Called June 25 in the evening to the sales department and the woman was nice to look in the matter and came out with and billing ID# and I had to submit the ticket to billing/accounting on their website and write what is up. Finally got a confirmation the next day and the modem was going to be sent, I choose to pick it up and I did on June 27, hooked it in and waited for the service; DSL signal. I understand that it would take some time to set up, under the province of Ontario - 3-7 Days. I emailed to check when my activation date would be, July 02 was the day. Called to tech on the phone to make sure and was told July 03 would be the day.
So the days roll by and both days pass and still no signal. I called July 04 to ask what's up and found that the signal was going through at Acanac's part but something was up at Bell's part; I have a phone service with them. The tech guy said he would submit a ticket to Bell to see the issue and he stated the response would take 24-48.
Two days passed I called July 6 and there was no response and the tech person that answered I told him my issue and about the ticket being submitted to Bell and he found no record of it and said he'd submit another ticket and scheduled a day when a tech from Bell could come, made it July 09.
I've been very patient for the service. I'm confident in the service but I grow very weary of the wait. I've already been charged for the whole year, including the deposit and yet a month or so has passed and still no service. I must be one of the oddballs to get things set up; they've stated in their forum 15% hit a snag on the way; not sure if that number is accurate.
I do apologize for the long review but it's something to make note on. I'm a customer but yet I haven't been served (restaurant talk). It's a growing company and I'm willing to give insight to help the company on things. I feel they really need to:
- Make notes on issues that everyone can see at their call centre
- A phone call to the client would be nice about any response because really some people don't have internet or roundabout access to the internet when they're setting up. (If you're wondering I'm at work right now writing this)
- I know it's beyond Acanac's control but working with Bell Canada is always a hassle but somehow Bell needs to get on the right gear to help set up.
I'm still waiting and hanging in there and I hope others have a more pleasant set up than what I'm going through, good luck.
Followup comments: 
Scoop
join:2006-08-05
Ottawa, ON
·TekSavvy Solutions..
| Ridiculous It shouldn't take more than a week. Normally it can be coordinated with Bell in about 5 days and you can give another couple of days to resolve any problems. It is not at all acceptable. I guess that's what you get for $18.95 a month instead of the $30 a month that the others are charging. Let us know what it's like once it's actually up and running for you. Good luck. | |
| | Casaubon
join:2006-01-12
Toronto, ON
| Re: Ridiculous I agree. It's completely unacceptable that you've been waiting for over a month to have your service running.
When I signed up with Teksavvy I waited more than was normal, an extra 2 to 3 days I guess, and I thought that that wasn't the best way to start with a new ISP. Ends up that Teksavvy is best damn ISP period. In the close to 20 months I've been with them I only had a little problem with speeds here and there, nothing out of the ordinary, probably affected 0.05% of my total online time.
I was juggling between Acanac and Teksavvy and I'm sure I made the wise choice by going for Teksavvy. | |
| | |
Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: Ridiculous Most of the orders get setup on time, but some take a bit longer. Please keep in mind that we offer an UNCONDITIONAL 30 money back guarantee. The burden is on us to make sure everything goes as smoothly as possible. The client has nothing to loose while Acanac has everything to lose.
We stand by our servers and show this by having our own open community located at »community.acanac.com/acanac/
You will find the good and the bad. We are a fast growing company and some clients do fall through the cracks, but we make sure that they have nothing to lose except some time.
Best Regards,
Paul L. | |
| | | |
Scoop
join:2006-08-05
Ottawa, ON | Re: Ridiculous Nice forum by the way. | |
| zenyoudoit
join:2007-07-07
Toronto, ON
|  Smooth sailing now
| |
|
JayKanata
@on.ca | Acanac I went through some startup problems and it took about an extra week from the original scheduled date (maybe it was due to a dry loop connection).
But I have to say that there is absolutely nothing wrong with their service at Acanac. | |
| | | |
| Forums » comments on review of Acanac |
|
|
(16)
(36)
