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Review by asick See Profile

  • Location: Brampton, ON, Canada
  • Cost: $55 per month (3 month contract)
  • Install: about 95 days
gives you internet, if that all you want
false speed advertisement, absolutely no phone support possible, too many interrupts in service, modem own issues, slow speed
stay away, for this price, the big bad guys now offer unlimited internet. After all pain I'll still be happier with rogers et al
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Consider this an opinion more that a review (not an angry Acanac customer ). I still have Acanac, switching over next month. I didnt have any major issues with them. I just never wanted to get into contract and needed unlimited data. Tried Start.ca before but too slow so picked acanac. Bought my own modem for $45.

Keep one thing in mind, Acanac will charge you the money and its absolutely not refundable, no matter what the circumstances and they dont communicate to you about anything except an invoice after they have charged you . They won't talk to you anything related to billing over phone, only emails. And email will only say, "sorry for the trouble, but you are screwed " Even their phone greeting for billing says "send an email". Absolutely no phone support via phone on weekends, so if your internet goes out, too bad (happened 2ce and main reason for switching).

I'm a very savvy networking guy and I know they are definitely not 18Mbps or 24Mbps. On top of that, somehow their internet is jerky, fast sometimes and slow sometimes, even over periods of minutes. Page wouldnt load for few seconds, same performane on ipads, iphones, laptops and desktops, with or without my router.

Bottomline is, if I'm going to pay $55+ for this crappy service with 0 support, I might as well get Rogers or Bell for same price since now they offer unlimited service (I got a deal for $40+$10 for unlimited data for 1 year contract 25Mbps, no activation fee). If Rogers and bells are big mafias, these guys are also big time criminals, rediculous modem and activation fees, and prices based on contract period). I had to pay activation fee twice as their installation guy never showed up but they say he did (they wont refund a dime once you click 'submit order"). They also have contracts like others and they usually have anywhere from 10-35 people ahead of you on phone if you want to talk to them . Took me couple of bad experiences to learn that even though the big mafias (Rogers, bell, telus) can be bad, but if you know what you are getting into, they are atleast more reliable than these small time thugs (acanac, start et al.). I think one is better off with more reliable service from Rogers or bell, just know what you sign up for and you know how you use it

member for 10.6 years, driveby review (so far)
updated 10.6 years ago


Review by ericsson12 See Profile

  • Location: Nepean, ON, Canada
  • Cost: $40 per month
  • Install: about 10 days
  • Telco party Bell Canada
Bad technical support service
Never go with them again.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I work overseas, and I am here for 1 month is the summer, so I ordered Acanac internet, I was told by a friend that it is a good company. NOT AT ALL.

After installing the service, it worked for a week, during that week, the connection was not stable (speed would fluctuate from 13 mbs to 4). I tolerated that because I'm not here for a long time, and I don't want to go through the technical support services.

1. On Monday (July 30) at around 11:00 at night, my internet stopped working. I tried everything I can, no DSL connection. I disconnected everything from the modem except my laptop, and still no connection. I had to use my phone internet to do my work overseas. I sent an email from my phone to technical support service. When I woke up the connection was back, I got an email asking me to do what I had already done (check connection, disconnect routers, check jacks etc..)

2. Two Days later Wednesday night, same thing happened at around 11:00 again, I tried everything and no luck, same thing tried to fix the connection, no DSL connection. DSL light blinks for few seconds and stops. NO INTERNET light on the modem. When I woke up the next morning, the connection was back. All 4 lights on.

3. Next day, Thursday night, I had people over and we were all sitting using Apple tv etc... and around 11 o'clock, the same thing happened NO DSL CONNECTION!!!! Tried all the diagnostics. No luck.

I email Acanac Technical support, and I explained to them that it is happening at certain times only, between 11 pm and 7 am. And that if the problem is not fixed I would cancel the subscription.

I got an email back that promised to try everything to resolve the issue. Then, I got an email from tech support saying that i should borrow a modem from a friend to try it. Very logical, 1st of all I do not know anyone in the are. 2nd of all , i will walk up to someone and say "excuse me let me borrow your dsl modem for a few days to try it". does that make sense. Who would lend his DSL modem and stay without internet all night? So I replied and explained that this is only happening at specific times, (there is a pattern here). Their reply was , they can not help me further unless i borrow a modem and try it. So what if i borrowed the modem and that night it did not happen? I will keep the guy without a modem for few days?

Instead of Acanac investigating the issue, they put the blame on me not borrowing a modem.

I said that I would cancel if they do not fix it, and I asked for the way to cancel my subscription, thinking that there would be some sense of customer service. I got a nice reply , that they would not help me until i try another modem, and if i want to cancel they sent me the email address to send my request to cancel.

THAT IS CUSTOMER SERVICE and proper technical support skills.

I am a technical support Supervisor for a large British government-related company. So I know how to troubleshoot, I have a team of Network/Computer support. Acanac decided that they do not need me as a customer. And I did mention that I would report that to as many people as I know.

I have 2 weeks left of my vacation, I either lose the money and sign up with a new company, or I risk being without internet for several nights.

P.S: every reply I got from technical support specialists were from different people.



member for 10.6 years, 1 visits, last login: 10.6 years ago
updated 10.6 years ago


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

Fergless

Premium Member

Intermittent Sync ?

If there's anything I can do to rectify the situation I will try my very best to get this solved and get you up and running again.

Can you post a ticket # in reference to your problem?

Thank you.

Review by Sly_North See Profile

  • Location: Montreal, QC, Canada
  • Cost: $60 per month (month by month)
  • Install: about 9 days
Very fast, cheap, reliable so far
Communication during installation
Very happy
Pre Sales information:
Install Co-ordination:
Connection reliability:
Services:
Value for money:

Hi I ordered a cable installation on a Monday through the form on the Acanac site. I then received several emails and a date of installation. On the due day, no technician came home.

I called the sell service and I was told the installation date was only informative but it was not a confirmed date, and that I was to take another appointment. Thus, why bothering giving me a date in the email if it's useless? The email should have asked me to call to take an appointment. Such a lost of time... 2 days later a Videotron technician showed up and I had working Internet a couple of hours later.

The connection is FAST: it's supposed to be 30/10 Mbsp up/down; instead I get 31.3 up / 10.7 down Mbps: »www.speedtest.net/result ··· 8225.png

Since then I ordered VOIP phone, while porting my phone number. Another communication issue: I found the procedure on dslreports.com, not on Acanac's website. They do give the url of the phone number port form on the phone, but clicking on a link would be more convenient than typing an url which is given on the phone... So for newcomers, the phone + number proting procedure is: fill in the subscription form, and this form: »acanac.com/porting/

I was able to find instruction to set up my Linksys RT31P2 and it works like a charm. From forms to activation and number porting, it took a week.

All in all, I'm very happy with the service and the price, I just wished the web site was more informative.

Attachments:
Click for full size


member for 10.6 years, 1 visits, last login: 10.6 years ago
updated 10.6 years ago


Review by (hidden by request)

  • Location: N2M2T
  • Cost: $60 per month (12 month contract)
not a single good thing that I can identify
lousy service, false information, long installation delays
Avoid ACANAC!!!
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:



I am writing this review to discourage anyone from signing on with acanac.

I have had the worst experience with this company. On June 21, 2013, we signed with them and received an installation date of July 1. The date came and went an no technician came for the installation appointment. They also did not call us to inform us that there was any change. When I called their office, I was told that there was a long volume of calls and I would have

to wait for over an hour and thus, they could not take my call. I received

this message over four different times that I called. Finally, I was able to speak with a customer service representative after midnight and after waiting for 45 minutes. The customer service rep could not tell us when we would get a new installation date. At this point, we have been told that it will take a minimum of ten days, but I have no confidence that this will be true, given what has happened so far. I rely heavily on my internet connection for my work and am at a loss of what to do.

I have requested to be reimbursed but have not heard back from them yet.

Do not use this company! This is the worst experience I have ever had with

an internet provider!! I am copying the message we received that provided

the initial installation date (I have only deleted the username and password info that is specific to our account; otherwise, their message is posted word for word.



(review was emailed from domain uwaterloo.ca)
lodged 10.7 years ago


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

Fergless

Premium Member

Date

quote:
I am copying the message we received that provided

the initial installation date
Can you please post it, I'd like to see what went wrong?

Thank you.

fun2dream
@bell.ca

fun2dream

Anon

Acanac is the worse company..do not use

I signed up with Acanac and for over a Month they have not been able to make my phone work... I am going back to Bell.

They keep passing me around from one person to next and will not talk to me in person.... I have to keep sending e-mails and nothing seems to get resolved.

Don't waste your money...on them

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

Fergless

Premium Member

Re: Phone

Hi fun2dream

Can you post your Ticket # referring to this and I'll see what's going on.

Thank you.

Patel
@bell.ca

Patel to fun2dream

Anon

to fun2dream

Re: Acanac is the worse company..do not use

I gave my credit card and after 4 days they are sending email that it's not valid, what a lazy service, then wanted to talk to supervisor and no one available, they are may be from rural area where they have no sense how to run business in CANADA

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

Fergless

Premium Member

Re: Acanac is the worse company..do not use

Do you have a ticket # I can see what the problem is for you, if you like.

peggyfan
@rogers.com

peggyfan

Anon

Re: Acanac is the worse company..do not use

i also got the similar problem. I have inconsistent connection issue more than a week. i waited four hours over the phone getting CSRs to help... and finally they said they will send someone to help. Four days now still no phone calls or no one show p to help. Today I totally lost my connection!!! i'm extremely frustrated... have you ever try to restart your modem every 30 mins for a week!! I DID!!!! I felt like in hell....

my tickets number : VTE-71398, LMI-32495

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

Fergless

Premium Member

Re: Acanac is the worse company..do not use

Hi peggyfan

I have the Cable Manager looking into it for you. Please check her reply to your ticket. VTE-71398

Thank you.

Review by lawrence171 See Profile

  • Location: Canada
  • Cost: $18 per month (12 month contract)
  • Install: about 2 days
  • Telco party Bell Canada
Cheap, Reliable, Value
None so far...
Cheap, Reliable, and Fast
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Cable internet service.
35Mbps/3Mbps
Everything was straight forward, just remember to email in (open a support ticket) for the extras.

member for 22.2 years, 2600 visits, last login: 1.1 years ago
updated 10.7 years ago


Pooja
@acanac.net

Pooja

Anon

No customer service

You have to wait 5 hrs to talk customer service and they don't want to listen you please avoid this service

sherlok
@magma.ca

sherlok

Anon

worst customer service ever

It is the worst company I have ever seen. While they have lots of issue they have the worst customer service also.
It was not just attempting to suicide by choosing Acanac as my internet service provider. It is commitment to suicide, you are loosing your internet line couple of time per month and it will take several days to resolve the issue. Do not forget you have to stay in cue for hours and hours and just one time is not enough. Then you have to stay at home for somebody show off from third company to solve the issue, Yes they are not service provider and they do not know when it is exactly you have to stay home. They just asking you to stay on your phone for a grace period of three days and waiting for tooth ferry to call you and if you missed the call you have to start over all process which it means more days without Internet. They are just selling and then no responsibility at all.
It is not just about loosing money for service which you are not having at all but about the time which is precious to everybody and loosing the peaceful life.

Amyamy
@allstream.net

Amyamy

Anon

Not happy at all

they the worst customer service ever. no one is responsible for anything. The representitives are all below average IQ ppl.






Review by spookstaz2 See Profile

  • Location: Dorval, QC, Canada
  • Cost: $57 per month (12 month contract)
  • Install: about 10 days
Superior connection, no throttling, UNLIMITED
Wouldn't let me use my own modem
Pretty happy overall
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Ordered this service in January. I was annoyed that they would not let me use my own modem so I was going to go with TekSavvy cable but they wouldn't let me either - apparently in Quebec there is a ridiculous rule that you always have to buy a new cable modem from the ISP when you sign up for service.

Installation was done properly and professionally. During the first 4-6 hours after installation I still couldn't get the modem to connect. At some point then it connected and started working. It has been 100% rock solid stable all the time, all day, every day ever since.

The download speed and ping time has been stable and I can count on my Netflix or Youtube videos to load quickly and play with minimal wait every time.

The few times I contacted tech support during the initial setup, they didn't give the greatest impression, but fortunately since then I haven't had any issues whatsoever with the service.

member for 21.4 years, 11 visits, last login: 84 days ago
updated 10.7 years ago


Review by ro8 See Profile

  • Location: undisclosed location
  • Cost Contract price not specified.
Price
Customer service
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I have not had any issues with connection reliability, etc., but the Acanac customer service is horrible. My family moved this weekend, and we contacted Acanac via email one month ago to inform them of this change. Waited two weeks...no response. Emailed again, no response. Called them, and they kept stating that we would need to email them. Got so frustrated during this phone call that we hung up. Called again, and they finally gave us a date to install the internet at our new location (Thursday), but asked us to contact them to confirm. Called them to confirm, and the new date is Monday. Very frustrated as I require internet access for my employment, and it will be at least a week without access, even though we gave them plenty of notice. And how is one supposed to continue contacting them via email when we don't have internet access? I am planning to cancel the service, but that will be a whole separate email hassle...

member for 10.8 years, driveby review (so far)
lodged 10.8 years ago


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

Fergless

Premium Member

Moving

Sorry to hear that, where did you send the initial email?

If you need further help please let me know.
phreshive
join:2013-02-20
Cote Saint-Luc, QC

phreshive

Member

2 weeks?

Each time I've had to contact them via email, I've always received a response within a day or two. Waiting 2 weeks without a response is your own doing. After 2 or 3 days, generally someone would try and reach out again especially when they require access for employment.

I truly hate the fact that anyone can post their reviews on this site.
spookstaz2
join:2002-10-05
Laval, QC

spookstaz2

Member

Biased review?

You said "I have not had any issues with connection reliability"

If you have not had any connection reliability issues then why did you only give them a 3/4 for connection reliability? It seems you have let your poor installation/tech support experience skew your review rather than considering all the categories.

Review by Uniformhawk See Profile

  • Location: York, ON, Canada
  • Cost Contract price not specified.
DSL speeds, Unlimited
Customer Service / Connection and Disconnection
DSL service ok, but prepare for horrible customer service
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Acanac has the worst customer service I've ever encountered with any company and they will unabashedly try to reduce any kind of refund they provide to you. I tell you this as a customer of over five years.

Among many problems I had with them included a move of my service from one address to another in which I gave them over three weeks advance warning and it took them over two weeks after my move to finally get the service up and running. (Nothing needed to be done other than flipping a switch as there was already Acanac service at both locations.) Then after my service was already up at the new address, a different department at Acanac had it disconnected for a few days so that they could "move the service over to my new address". Yes, it doesn't make sense, but that's what they did.

There are many other problems that I've had with them, but it would be overly tedious for me to get into it. Suffice to say there's a lot more where that came from.

When I suggested that they refund my moving fee for the fiasco, they actually had the gall to only offer me half (approximately 13$ back) instead of the whole amount.

I almost never make complaints to the Better Business Bureau, but Acanac deserves this special attention for the sheer horrible service they provide as well as their antagonistic approach to dealing with their customers.

They have several departments who do not speak to each other, resulting in a disjointed customer service experience in which the right hand doesn't know what the left hand is doing.

The actual service (if you finally are able to get it going) is decent, but woe to anyone who needs to deal with them. You have been forwarned.

I've been a customer with them for years, and the only reason I keep their service is that I got them ten referrals and got free service as a result. If I had to pay at all for this service, I would end it immediately.

member for 15.3 years, 3 visits, last login: 10.8 years ago
lodged 10.8 years ago

pmicho3
join:2012-08-24
Montreal, QC

pmicho3

Member

Avoid Acanac at any cost.

Life is too short to waste time trying reach Acanac's poor customer service. Worst customer service experience in my life.
Expand your moderator at work

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

Fergless

Premium Member

Double Review?

Seems like the same review I already replied to.
Can you please post or IM the ticket # or #'s referencing your problem.

Review by phreshive See Profile

  • Location: Cote Saint-Luc, QC, Canada
  • Cost: $57 per month (12 month contract)
Lowest cost provider in Quebec for unlimited 30/10Mbps cable connection
None
Only a fool would stick with Videotron
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Was a Videotron high speed Internet client for the last 8+ years graduating from 8 to 30 Mbps over that time. At one point, I dropped my cable subscription and was a sole service client. I chose Videotron for my Internet needs based on two criteria: reliability and consistent speed. As my usage changed, unlimited bandwidth is something that I wanted as I truly disliked monitoring my usage. Videotron recently began offering a limited time unlimited monthly add-on option of $30 which would have brought my bill to a whopping $96.95+tax. I decided to look at alternate ISPs that piggyback off of Videotron and came across Teksavvy and Acanac.

Teksavvy at first seemed like the winner and I signed up to transfer over to them. The reason I initially chose Teksavvy was because of how their pricing was then structured. On months where I wouldn’t use much bandwidth on the 20Mbps speed option, I would be charged ~$35 to a maximum of ~$60 on heavy usage months. Seemed ideal. However, I then read threads online how they were revamping their pricing post-CRTC ruling. Once I saw what their revised pricing structure (~$45 with maximum of ~$95), I cancelled the transfer and went with Acanac.

To reap the most savings, I chose Acanac’s twelve (12) month term whereby they charge for the entire year in advance. Should I decide to cancel early, they would refund my unused months and bill those used at the monthly rate ($65.95) had I not opted for the year ($56.95). In doing so, I am saving $40 monthly off Videotron's rate for the identical service.

The transfer process was simple: signed up online, received same day an email that contained my New Cable Internet Account Information. Setup a transfer date three (3) weeks later to give Acanac enough time to ship the modem and get the service started. The waiting process then begins. My modem arrived one week or so later. I opted not to setup a cancellation date with Videotron as other users have reported doing so without issue.

On the date of the transfer, an issue arose as unbeknownst to me, the transfer I initially cancelled with Teksavvy hadn’t been processed and had both Videotron and Teksavvy as providers on my line. I called Teksavvy and straightened the issue out. Once that was cleared up, the transfer went through and am now with Acanac. Speed are identical to what I had with Videotron. In fact, I was placed early on the new 30/10 profile so technically they are better.

I’ll end like this: if you are in Quebec, are on Videotron (or another third party ISP that piggybacks off Videotron) and are happy with the speed of your connection, you should not hesitate to transfer. And if this review convinced you to sign up, feel free to message me as Acanac has a referral program whereby when you refer 10 new clients, you get lifetime free service. Pretty sweet!

Edit 1: Going on close to one month now. Speeds are identical as with Videotron. No throttling during peak hours. Referred a friend who has received his modem in a timely fashion and is awaiting his transfer date.

Edit 2: Referred my best friend. Had a seamless transfer as well. The one issue was with his router / fixed IP settings. If you are presently using Videotron's fixed address DNS servers in either/both your router and/or your network adapter settings, you should change them in advance to Google's DNS addresses (8.8.8.8 and 8.8.4.4) to avoid having any issues with network address translation / the Internet not functioning once the transfer goes through.

Attachments:
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member for 11.1 years, 61 visits, last login: 10.5 years ago
updated 10.9 years ago

pmicho3
join:2012-08-24
Montreal, QC

pmicho3

Member

Suppor

Acanac can be a good provider. But, if ever you need customer support, be ready to put your patience to test. Good luck!
phreshive
join:2013-02-20
Cote Saint-Luc, QC

phreshive

Member

Re: Suppor

Haven't needed support from Videotron other than adding usage blocks to my account to reduce my bill. Doubtful I'll ever need to contact them. Videotron's network is rock solid.

Review by Amou See Profile

  • Location: Guelph, ON, Canada
  • Cost: $45 per month
  • Install: about 7 days
Cheap
Unstable.
Not worth it.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I also had VoIP with them which worked fine after getting a proper ATA modem.
Internet was fluctuating very badly and they had no forum support.

member for 13.1 years, 1573 visits, last login: 5.9 years ago
lodged 10.9 years ago


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

Fergless

Premium Member

VoIP/Internet

quote:
I also had VoIP with them which worked fine after getting a proper ATA modem. Internet was fluctuating very badly and they had no forum support.

Sure there is, but ultimately VoIP support that can't be corrected by forum members needs to be addressed to emergency@acanac.com For DSL/Cable support@acanac.com

Forum members are customers just like yourself.

xxxxxxx
@acanac.net

xxxxxxx

Anon

stay away from Acanac

No technician came to fix it when you had internet problem.
No one work on cancellation except email which will take a week to reply your email.

This company is the worst company I met before.

Stay away from Acanac.

Canaca
Premium Member
join:2007-03-05
Mississauga, ON

1 edit

Canaca

Premium Member

Acanac

Please be aware that they are not our techs. They are either Bell's, Rogers, Videotron and so on.

Do you have a ticket ID for your request?

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

Fergless to xxxxxxx

Premium Member

to xxxxxxx

No technician came.

Hi xxxxxxx

Can you please post your Ticket # in reference to this and I'll look into it for you.

Tks