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Review by cwilliams194 
Posted: 2.4 years ago
member for 2.9 years, 101 visits, last login: 1.4 years ago
 Hamilton,ON
 $27 per month (12 month contract)
 about 10 days
 "Cheap, Good Speed"
 "Bell still services the lines"
 "Once its up its great"
| |
When I 1st ordered the DSL (and VoIP) everything went a smooth as could be, they told me it would be 10 days from order to up time and it was. Speed was good, everything was running along fine, until I moved.
I have to admit that Acanac did everything they could for me, unfortunately Bell had to come in and change something in the apartment. The problem was that it took about 3 weeks for Bell to acknowledge that there was even a problem and 2 more weeks and 2 missed appointments for a Bell tech to come and fix the problem.
The whole time Acanac was pushing my case through the system as quick and at the highest priority they could and they kept me informed the whole way through. Admittedly that 5th week I was pretty frustrated by the whole thing. But now that everything is done and I'm online our connection is even better than before we moved.
All in all I'm a happy Acanac customer.
Oh yeah, I don't really know if the problem was because I am a Dry-Loop customer or not, but Dry-Loop is awesome because essentially all Bell is needed for is line servicing, when they get around to it :P
Price wise the 1-year contract works out to $19/month and the Dry-Loop fee is $8/month
And yes Acanac did credit our year for the 5 weeks without service so everything worked out.
Followup comments: | Forums » comments on review of Acanac |
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Review by diam
Posted: 2.5 years ago
member for 2.5 years, 30 visits, last login: 1.4 years ago
Toronto,ON
$27 per month (12 month contract)
about 5 days
 Bell Canada
"Speed, Price, Service"
"don't know yet"
"Best choice for those, who have live or dry telco line"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
1 Month ago switched to Acanac from Rogers. Nice service, very good speed and QOS(impotent for VoIp), and very nice price. Highly recommended!
P.S. If you have any question - welcome to »community.acanac.com/acanac/, my nick diam
P.P.S. I'm from Toronto, Younge &Eglinton
Followup comments:  
Dee04
join:2007-05-12 |  Gone Long into Left Field for Acanac
| |
| 
Bobsf40
@bell.ca | Speed test? diam,
I currently live at yonge and lawrence, and I am just wondering what types of speeds you actually get there?
thanks,
bob | |
| | diam
join:2007-05-13
Toronto, ON | Re: Speed test? Hi bob
Max download 540 - 550, average - 510 - 520 kbyte/sec
upload - max 85 , average - 80 kbyte/sec
diam | |
|
Spumco
@rogers.com
| Naked DSL/Dry Loop Q's I've been reading a lot online about Naked DSL/Dry Loop but the answers seem to be complicated.
My main question is, how do I go about getting a Dry Loop? I'm willing to pay a Dry Loop fee...any idea how much Acanac charges for that?
Should I contact Bell about making a Dry Loop or does Acanac do that for me? | |
| | diam
join:2007-05-13
Toronto, ON | Re: Naked DSL/Dry Loop Q's Acanac will do it for you. At least for me they did good!
Extra charge - $8 a month, so like I wrote - 27 a month( 19 +8) | |
| | |
Spumco
@rogers.com
| Re: Naked DSL/Dry Loop Q's I received my modem and router fine, but the PPP light is amber. Bell NEVER contacted me to set up the dry loop appointment. Instead, the Bell guy showed up unannounced (while I was at work) the morning of June 7 between 10 and 11. So far I've left 5 messages/pages for him, none of them have been returned. I noticed on the work order that he had written down my phone number incorrectly--but I left several with a correct number where I could be reached and still no response.
I called the ADSL technical support line this afternoon from work only to be advised to call back at 6 pm when I was in front of my computer. 2 hours on hold on the phone later and I still haven't gotten through. I am getting *very* frustrated. | |
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Review by Dee04
Posted: 2.5 years ago
member for 2.5 years, 10 visits, last login: 2.1 years ago
undisclosed location
Contract price not specified.
Bell Canada
"The Best Value for the money for DSL service."
"Tech support hours have improved, but can get even better."
"You can get what they are providing elsewhere but have to pay much more."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
I have been with this company for over 6 months now. A lot has taken place for them to become better competitors in the marketplace since I have been with them. They upgraded their servers at the end of April 2007 and the speed, stability, and performance increase has been very good. Tech support is now from 9 am to Midnight over the phone. Anything beyond that must be handled by a ticket system from the website. Submitting tech support tickets from their website is great because you have a running written record of the steps that tech support is taking to resolve your problem.
You can have up to 100 email addresses at anytime. You can create new email addresses on the fly, and delete old ones. You can access your email accounts securely from any computer when you are traveling. You get online storage backup for up to 100 Gig. For a small company that is growing they are trying to give customers everything under the Sun that they can think of for the money. If you pay for the year in full then the total cost for your service averages $20/mth. This is unheard of with other competitors at this time.
They are not perfect and have had their problems, but like any good tech company they are working hard to clear the bugs and provide great service. At this time no one gives you more value for the money. I use to be with Sympatico and will never go back. I use to be with Teksavvy.com also and the hardware performance now of Acanac Servers has no real difference. Just check this forum for the Teksavvy.com hardware performance reviews. Acanac is now on the same playing field and certainly costing less. As of the end of April 2007 Acanac Servers provided through:
»www.imagestream.com/index_1024.html
I would have left Acanac if they were unable to clean out their bugs. Well the house cleaning is well under way and the price/performance ratio basically means they are giving just great stuff for the money. Check it out:
»www.acanac.net/
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Review by zang
Posted: 2.6 years ago
member for 2.6 years, 5 visits, last login: 2.2 years ago
Toronto,ON
$26 per month (12 month contract)
about 18 days
Bell Canada
CLEC party: Bell Canada
"Speed for price ratio is amazing"
"Problems with Naked DSL setup, lack of information on website."
"Love not having to deal with Rogers or Bell"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
I was moving into Toronto, so I figured it was a good time to make a change in ISP.
I'd seen subway ads for Acanac and checked out their website. The price point seemed fabulous, at about half of what Rogers and Bell were charging for relative plans. What I didn't understand is that Acanac's 12-month plan is paid completely in advance. This is not clearly mentioned in their site, they only mention the monthly rate, rather than the complete total; even when completing your order.
I ordered their 12 month plan on Naked DSL/Dry Loop (an additional $8.50/month on top of the tax-included $18.95/month rate). The modem came and the account was set up within a few days. The problem came when a lazy Bell technician -- when coming to my apartment building during the day rather than night as I'd requested -- told me over the phone that he didn't really need to come into the apartment at all, and that all the work could be done at the box outside the building.
This ended up being a lie, and after several calls to Acanac's tech support, Bell finally sent someone out to check out the lines. It turns out Bell was not responsive to Acanac's emails, and had failed to send out a tech during one scheduled day. A work order had been placed with Bell. Another really great tech finally came and was able to test the lines and figure out why I wasn't getting a DSL light. Because I'm right on a fibre line, the demarcation point was actually my apartment, not at the box outside the building. The original tech should have known this.
Other than that, Acanac's tech support line people were good and responded adequately. The problem here lay with Bell's dropping the ball. From what I've heard, they've done this a lot with 3rd party DSL ISPs.
Followup comments: 
Kardinal
Canadair CT-114 Tutor
Premium
join:2001-02-04
N of 49th
clubs:
| ::sniff sniff:: What's that I smell? Yet another "what do you think about Acanac?" thread comes along (this one), the company gets slaughtered in it (as usual) until one of the staff/owners comes along, registers and posts a few comments.
Suddenly, this *glowing* recommendation appears for the same ISP that, until now, nobody could actually get ahold of let alone get a straight answer from and it is posted by someone who's never been on the site before, hasn't been since then and hasn't posted in any forum.
Shill? Anyone? Anyone?
--
All of us get lost in the darkness, dreamers learn to steer by the stars
All of us do time in the gutter, dreamers turn to look at the cars -- Peart/Lee/Lifeson
Join Team Helix | |
| | 
Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Re: ::sniff sniff:: What's that I smell? Dear Kardinal,
From your comments above your implying that I or someone from Acanac is posting *glowing* reviews. Your welcomed to your opinion, but this is not the case. Also if you believe that we are so hard to get a hold of please call our 1800 line and test it for yourself. We have nothing to hide here. Over the last 3 years we have had our ups and downs, but we have come along way.
Every new client has a 30 day UNCONDITIONAL money back guarantee. Like I said before we do are best and things continue to improve, but at the same time the client decided if the service meets there own needs. If they are not happy with us for any reason a full refund will be issued. Having this type of policy keeps from slacking and pressures us to offer the best possible service.
Best Regards,
Paul L. | |
|
rj001
@host36-server.com
| Acanac .... I think it's unfair to be over critical of a company (Acanac) that I feel is trying hard for their customers. I am a new customer of Acanac and they have provided me with pleasent customer service and have kept my internet service smooth. I am very happy with them, happier then I was at Rogers that is for sure, who were my previous providers.
For your information I am indeed a genuine Acanac customer in case you start to get paranoid again.
I also think we should support the smaller companies like Acanac, so we are not ruled by the BIG BOYS. But if you like that then my friend go ahaed and PAY THEM your hard earned monies. For me it will be Acanac. | |
| |
Dee04
join:2007-05-12
1 edit |  Say What Kardinal?
»www.imagestream.com/index_1024.html
ImageStream themselves have provided phenomenal tech support to Acanac. I mean if an internet company gives you up to 100 email address, 100 Gigs of online storage, and an upcoming free personal web space all for an average at this time of $20/mth if you pay for the year in full, then shit what more can any company do that is trying to grow and compete. I use to be with Sympatico and now saving so much on my DSL. I was also with Teksavvy.com at one point, and after Acanac's recent upgrades, now in May of 2007 there is no performance difference with Teksavvy.com. Teksavvy.com have lots of performance reviews logged in the forums here, and from the actual physical performance of the hardware at this point I notice no difference, and again much less expensive than Teksavvy.com also. | |
| | |
rycckor
@acanac.net
| Re: Say What Kardinal? I have been with ACANAC since this past April. I had my doubts and speculations but lo and be hold, they have been excellent, especially after the recent upgrades in their system.
For a lot less money, I am getting so much more. The support/service has been steadily improving. I have recommended many of my friends to switch over. My past ISP were Rogers and Sympatico but neither of them provided so much for so little as ACANAC. | |
| | | |
Dee04
join:2007-05-12 | Re: Say What Kardinal? | |
| | | | |
nickkkkkk
@acanac.net | i/m still getting 1300Kbits speed I'm still getting 1300Kbits speed with Acanac..at least the constant disconnects during that upgrade 3-4 week period are over...
So yeah.. Acanac.. I don't know..
Websites such as google or yahoo won't always open.. | |
| | | | | |
Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: i/m still getting 1300Kbits speed First thank you for trying our service. If your only getting 1300Kbits it might be distance related. If you have not contacted our tech support please do. See if they can increase your profile without degrading your connection.
As for not reaching Google or Yahoo:
This sounds like a DNS problem. Are you using our DSL modem or using your own.
Our DNS servers are the following
primary DNS address 67.55.0.11
secondary DNS address 66.49.220.95
Please also contact tech support if problems persist. | |
|
Shakhar
@videotron.ca
| Service I would like to ask, because it's either not disclosed on the Acanac site or I may just be bad at seeing these things, if, for the 20$/month deal, the connection is truly unlimited. In the sense that, is it "Unlimited Downloads" but for a total of, let's say, 40 hours/month, or really unlimited surfing time and unlimited downloads (something that is very rarely seen for such a low price)
Pardon me for being skeptical, but the price just seems too good to not have a catch. | |
| | | |
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Review by Yazovets
Posted: 3 years ago
member for 3 years, 4 visits, last login: 2 years ago
Toronto,ON
$23 per month (12 month contract)
about 8 days
Bell Canada
CLEC party: Bell Canada
"Modem was rented for free without a deposit, $23 per month with taxes"
"Connection disconnected every 1 hour, tech support was hard to access"
"Love/hate relationship describes this ISP best..."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
Well I have the 6Mbps cable service from Rogers as of December 1. Anyway, 2 weeks ago I tried to move to Acanac because they provided a non-throttled DSL connection which would no longer hinder my torrents. At the same time, being an RFD member (www.redflagdeals.com) I got in at $23 per month Canadian including taxes for a 5Mbps/800Kbps DSL line.
What the heck, why not try it? I'd have to commit for a 1 year contract to get the $23/month but that's fine. Now I'm paying around $50 per month with Rogers.
So the modem came in 3 days from FedEx. All components were there as well as an instruction sheet with my particular settings in case I needed to reset the beast.
The DSL line itself came alive 8 days after activation (6 business days, 2 weekend days). The modem worked from the first time, but the speeds which I got were far from advertised.
I was supposed to get 5Mbps down, but I got around 2.6Mbps. I was supposed to get 800Kbps up but I got around 600Kbps up.
But my torrents were now working at the full speed of the connection!
The real problem came when the modem began to disconnect every hour or so. The modem itself was always on and the internal router function worked. Just it disconnected the DSL line every hour or so. And also, to reconnect it took anywhere between 5 minutes and 30 minutes.
I contacted Acanac about this issue, but I reached a techy on my 5th call over 2 days. This techy just declared that my "sync rate" was too high and that he'd call Bell about it. Well on the next day, I got a call from Bell saying that it's my modem and that there is nothing wrong with their lines.
Well I'm operating 5 PCs over here and I just couldn't bear with the downtime anymore. Roughly a week after my DSL line went live, I decided I'd try to sign off from Acanac simply because reliability was extremely low (forget speed, service, etc).
I packed up the modem and all accessories and paid Acanac a visit (they're a 40 minute drive from where I live). I was pleasantly surprised when they refunded my full money after I explained my problems to them.
I still recommend them as an option away from the big guys (Bell and Rogers) but it just didn't work out for me for various reasons...
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Review by BooAcanac
Posted: 3.1 years ago
member for 3.6 years, 2 visits, last login: 3.1 years ago
Toronto,ON
Contract price not specified. (12 month contract)
"Water is good for you."
"Everything about Acanac"
"DTA = Don't Trust Acanac"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
I need to get the word out about Acanac. This is a warning to anybody interested in signing up for service with Acanac.
They offer great prices for service, but their service is horrible.
They can offer great prices because they use employees overseas that don't speak English. You may not notice this if you phone them to sign up, and that's because their sales office is here in Ontario, Canada, using English speaking employees.
They have below poor customer service. They don't care and never return phone calls. Once you've paid them up front, they've got their money, and they believe that their job is done.
I signed up for VOIP & Internet with them. Once I realized the mistake I made it took over 4 months to get a partial refund for service, and I'm still fighting to get back money that they still owe me. Truly it's 5 months now and they still owe me money.
I should also mention that they hang up on you purposely if you mention that you want a refund. Scary!
What says it best is the Better Business Bureau. (www.bbb.org) They've got Acanac at an "unsatisfactory" level.
Trust me, no amount of money saved is worth it. I'm working with the BBB to try and get my money back currently.
The complaints Acanac received were all different:
These complaints concerned:
1. Customer Service Issues
BBB Definition:
Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service. Claims alleging unsatisfactory customer service, including personnel's failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.
2. Guarantee or Warranty Issues
BBB Definition:
Guarantee or Warranty Issues - Claims alleging failure to honor the terms regarding guarantees or warranties.
3. Billing or Collection Issues
BBB Definition:
Billing or Collection Issues - Claim alleging billing errors, unauthorized charges, or questionable collection practices.
4. Service or Repair Issues
BBB Definition:
Repair Issues - Claims of alleged incorrect diagnosis of a problem, delay in completion of repair, inferior workmanship. Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, damage merchandise as a result of delivery service. alleged incorrect diagnosis of a problem, delay in completion of repair, inferior workmanship.
I went 3 months without home phone because of them. Acanac refused to release my phone number back to Bell (which is illegal), but they didn't care.
My cell phone bills cost me $173.56 total and all calls were to Acanac to cancel service and transfer my number back to Bell.
Thank you Bell for bringing me back!
Save yourself the hassle.
Don't Trust Acanac.
Followup comments:
Dee04
join:2007-05-12
| Things are improving at Acanac. Not knocking your experience or denying anything. Yet again, I have talked to a couple of their staff in tech support and they were just great and very helpful. They even gave me a follow up call on a late Saturday afternoon to see if everything was okay, and that blew me away. Mind you this is what I have experienced from them in past couple of months. I think things are getting better since your ordeal. Hope you are happy elsewhere. Peace.  | |
| lilmikey2841
join:2007-07-09
Cold Spring, MN | Area Hey guyz.....what would the speed be in a don mills and steeles area? | |
| |
Been there
@acanac.net
| Re: Area The reply I got from the company about their speed was:
you get what you get... it could be up to Mbit/s... but if you get 2Mbit/s you get 2 and if you get 1Mbit/s you get 1.
They don't really care.... and trust me...speed would be the least of your concerns with this company...stay away ! | |
|
thumbs down
@acanac.net
| support is horrible My experience with Acanac has been one I would like to forget.
I have never dealt with such horrible customer service in my life.
Life with Acanac from the beginning
- order processed smoothly. would you expect anything less?
- received modem in a few days
- waited for bell to call to access apartment
- no call after 7 business days
- decided to call acanac tech support
- response: "bell says: 'no apartment number'"
- and thats my fault???
- Sales did not provide my apartment number to service request team (but they were able to ship me a modem via fedex without issue)
- rescheduled setup for next business day; after weekend
- bell comes by and hooks up service
- no dsl light
- hmmmmm bell tech has no idea. checks with bell and they say it should be working
- tell me to go back to acanac
- waste 3hrs on the phone getting the run around and getting dropped from their phone queue every 25minutes
- in the evening schedule a bell repair request
- next day bell guy calls me, surprise!
- he says he doesn't have my apartment number. not a suprise
- he went to check the combo card and it was fuct
- got home and service was working
- first thing i did, haha speedtests
- woohoo 1MB service!
- call tech support, request put through for speed upgrade
- 9am bell does their shit. surprised it didnt take 2-3 days as i was told
- came home and ran speed test. over 4MB
- checked the modem status says 5000. so good enough
Somewhere in there i have wasted 2+ more hours during day time with cell phone with the crappiest customer service known to man. Very bad experience. Very poor support. I hope i stay up with little interupption.
I did have an problem today, in which the tech person hung up on me. Resolved in the evening.
All in all, very poor. I hope they clean up their act. | |
| |
Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: support is horrible Dear thumbs down,
Sorry to hear about your support troubles. We do have quite a few new support staff members and it will take some time before they are fully trained. Just this week alone we hired 4 new telephone reps. Things are coming together, but it will take some time.
We do welcome you feedback and the fact that you took the time to do it.
Best Regards,
Paul L. | |
| |
Very unsatisfied
@acanac.net
| I completely Agree.... not only is the support bad... but God forbid you ever have to contact their billing department!!!
-My service with this company has been down so often with this company, and until recently they only had 9-5 support hours.... I mean what is that ??? So I never made it home on time to call them... and when I called from work ... the same thing... on hold for half an hour only to be disconnected.
- I didn't get any credit for the down time... AND like I said their billing department is complete nonsense.
- You can only e-mail them.... which doesn't really work when your service is down a lot of the time.
- They take days to respond.... and their responses had nothing to do with what I asked !
- Total waste of time with these guys..... I say pay the extra 4 bucks and go with a company that can at least manage their business.... because if you really add up all the time and energy you waste with ACANAC you're paying a lot more than what you think you're saving. | |
| | |
Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: support is horrible Our average call wait time is 1 minute and 33 seconds. In the last few months we have been on a hiring spree. Our email response time during business days is less than 24 hours. If you have ticket ID's that took days to answer please send me a private message.
We also have an open community where clients can share to good and to bad. You can easily locate it on our site. | |
| | | | Solmage
join:2007-08-08
| Re: Thumps Up I was a Rogers ISP subscriber until they stealth-implemented packet-based throttling of connections. I switched to Bell Sympatico, but I am now looking for something better. (Tech support with them varied wildly, from 'does this person even speak english, and was their previous job selling hot-dogs in whatever country they're in' to intelligent and qualified).
So, as I said I've been looking for something better and cheaper. One of the companies that popped up, originally through a google search was Acanac. After some research I've read some good things, and some bad things. But your presence in various forums and personal effort to try to solve all disputes I have seen is what just convinced me to try to your service. Hopefully, I'll be able to post a good review when the time comes.
PS: Just FYI, the 'new' modem deposit is a terrible idea  Personally, I plan to buy my own instead, but originally this deposit was very off-putting. | |
| | | | |
Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
3 edits | Re: Thumps Up Like I mentioned so many times before we have no control over the last mile of service. This is controlled by Bell and if they tell us your to far from the CO we have to take Bells word. We are also gathering as much information as possible, but in the mean time the client never gets punished for something that is out of the clients control. We offer a unconditional 30 money back guarantee if your not happy with the service
Also our tech support agents are not located in India. All of our Phone support agents are located in Canada.
Best Regards,
Paul L. | |
| | 
cabana
now in peppermint
Assistant
join:2000-07-07
New York, NY |  (topic offline) CIA/3WEB unauthorized charges
This entire topic was removed, either temporarily, or permanently.
stated reason was: moving to a more appropriate forum | |
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Acanac
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Mmmmmmmmmmmmmmmeh