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Review by doesntcount  - Location: undisclosed location
- Cost: $10 per month (12 month contract)
Good "Inexpensive, reasonable voip quality, great features"
Bad "It's broken. Cannot receive calls. And they're not fixing it in a timely fashion"
Overall "If you want your phone to work, buy from someone else."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
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Value for money:
(ratings match consensus)
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I've had Acanac Voip now for 10 months. It had been working great until 3 days ago when it became impossible for anybody to call us. An automated answer informs callers to our phone number that we have exceeded our 50 unique number call per day limit (which is impossible and I've verified it to be outrageously wrong by reviewing our call history on the portal).
I've submitted ticket ECW-37220 for this issue.
It has been more than a day since I submitted the ticket. The first response was to tell me to reboot my ATA. The second response was to tell me that they were rebuilding my account. I have not heard back from them on this ticket in more than 24hours, which is absolutely unreasonable for an emergency severity ticket submitted for your phone not working.
I'll report back when I hear more from them, but I'll likely be cancelling my service soon since I really do need people to be able to call me.
Update: It has now been 48hours since I've heard anything and (52 hours since I first submitted the ticket).
Fair warning: reviewer joined this week
updated 1 days ago
Comments:
| Review by the1bobcat - Location: Brampton,ON
- Cost Contract price not specified.
Good "NO Good"
Bad "Attempted a move. Could not accommodate what I wanted AFTER they got my money. No alternatives offered "
Overall "Take your money then slowly give it back after they have it."
| Pre Sales information:
Install Co-ordination:
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Tech Support:
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(ratings well below consensus)
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There are too many things I could say here but I would end up with a wall of words. I honestly gave a great review Of Acanac before and got the service I paid for until I moved. Then the stuff hit the fan customer service wise. They hide behind an email wall and outsource their customer support overseas. They refuse to right any wrong they commit and hide behind email because they won't ever call you to rectify any issue.
Stay Away from Acanac!!!
member for 1.9 years, 41 visits, last login: 23 days ago
updated 23 days ago
Comments:
 LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 | Acanac, Inc. Glad to hear everything got fixed and is working good. Enjoy  | |
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| Review by asick - Location: Brampton,ON
- Cost: $55 per month (3 month contract)
- Install: about 95 days
Good "gives you internet, if that all you want"
Bad "false speed advertisement, absolutely no phone support possible, too many interrupts in service, modem own issues, slow speed"
Overall "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:
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Tech Support:
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Value for money:
(ratings below consensus)
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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 54 days, 0 visits, last login: 54 days ago
updated 54 days ago
Comments:
| Review by (hidden by request) - Location: N2M2T
- Cost: $60 per month (12 month contract)
Good "not a single good thing that I can identify"
Bad "lousy service, false information, long installation delays"
Overall "Avoid ACANAC!!!"
| Pre Sales information:
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(ratings well below consensus)
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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 89 days ago
Comments:
 FerglessPremium
join:2008-04-19
Toronto, ON | 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. | |
| | | 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 | |
| | FerglessPremium
join:2008-04-19
Toronto, ON | Re: Phone Hi fun2dream
Can you post your Ticket # referring to this and I'll see what's going on.
Thank you. | |
| | | | 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 | |
| | | FerglessPremium
join:2008-04-19
Toronto, ON | 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. | |
| | | | | | 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 | |
| | | | | FerglessPremium
join:2008-04-19
Toronto, ON | 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. | |
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| Review by Amou - Location: Guelph,ON
- Cost: $45 per month
- Install: about 7 days
Good "Cheap"
Bad "Unstable."
Overall "Not worth it."
| Pre Sales information:
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(ratings match consensus)
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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 2.6 years, 386 visits, last login: a few hours ago
lodged 162 days ago
Comments:
FerglessPremium
join:2008-04-19
Toronto, ON | 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. | |
| | | 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. | |
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1 edit | 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? | |
| | FerglessPremium
join:2008-04-19
Toronto, ON | No technician came. Hi xxxxxxx
Can you please post your Ticket # in reference to this and I'll look into it for you.
Tks | |
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| Review by mgreen2000 - Location: canada
- Cost: $640 per month (12 month contract)
Good "Very fast taking money from credit card"
Bad "Everything else"
Overall "STAY AWAY FROM ACANAC. ACANAC IS A SCAM."
| Install Co-ordination:
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(ratings well below consensus)
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This is the worst company I have ever dealt with. Their telephone operators are incredibly rude and condescending. Nobody knows what's going on. You have to wait hours to speak wits somebody and after all they ask you to send email and newer will got the answer....
Do not waste your time - file a complaint with CCTS "http://www.ccts-cprst.ca/", with BBB -it's the only way to get any reaction from them.
member for 174 days, 4 visits, last login: 171 days ago
updated 174 days ago
Comments:
| Review by hickins - Location: Burlington,ON
- Cost: $37 per month (12 month contract)
- Install: about 7 days
Good "nothing good!"
Bad "customer service is SO NOT RESPONSIVE it can make you SICK"
Overall "Stay Away! there is something seriously wrong with this company!"
| Pre Sales information:
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(ratings well below consensus)
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Signed up, speed wasn't good, I requested a cancellation withing ONE day!!
It's been 5 WEEKS and NO REFUND!! and still counting...
I send them messages daily, no one responds, I don't know how long should I wait?
A refund was posted yesterday (Nov 5) after 6 weeks on my VISA account, and unfortunately it is around 100$ less what I paid.... re-opened the cancellation ticket and here we go again.... it's like a nightmare that I cannot wake up from....I hope this is the end of it....
OK..So finally I got another reply about the ticket I've opened about the difference in refunds, and I was told that activation fees are not refundable!!
So it'll cost you 100$ to try the service and NOT FULL REFUND!
Update:
I filed a complaint with CCTS "http://www.ccts-cprst.ca/", and I was told that my complaint falls under their mandate, so let's see what happens.
Update:
After almost 6 weeks of filing with CCTS, I got a call from Acanac today to inform me that they have approved the refund of 79.95+tax. YAY!!
It's rather unfortunate that I had to go throught CCTS to get a refund after 6 MONTHS!!!
member for 4.3 years, 54 visits, last login: 29 days ago
updated 202 days ago
Comments:
carcajou
join:2012-10-16
Riviere-Beaudette, QC Reviews:
 ·Acanac
| Time Hi
Time is relative as per Einstein s theory and Acanac fell into a gravitational field where it expands in inverse proportion with their customers service that contracted down to the infinitesimal.
5 weeks is not much by their standards. Read other posts where people have been waiting 3 months.
Good luck and keep us informed. | |
| | | | Re: Time Post directly on their forums. The mods will help.
Adi | |
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| | ACANAC CRAP  This is the worst company I have ever dealt with. Their telephone operators are incredibly rude and condescending. Nobody knows what's going on. It took almost 4 full weeks just to initiate service with me doing all the work.... I should have taken this as a sign. The service is abysmal.........it is actually worse than dial up from the nineties.... the only time the speed is adequate is between 2 and 4 am. PATHETIC... do NOT use this service. IT IS CRAP.... IT IS AWFUL...... I am trapped for 6 months as I have no choice and have already prepaid.......... | |
| | | | Re: ACANAC I am sorry to hear about your problems. If I can help please let me know.
AS for being trapped this is not the case at all. You can leave at any time. We would just charge you at the rate you call on and return you the rest. For example if you took a 12 month plan and are 6 months into it we would charge you at the 6 month rate and return the remainder.
Once again I am here to help. | |
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| | acanac the wrong choice Stay away from this company there is no garantie of service or fulfillment to their commitment
pretty bad customer service I waste my time and my money in this company | |
| | hickins
join:2009-05-27
Burlington, ON | Re: acanac the wrong choice wow, why what happened? | |
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| | Stay away from Acanac NEVER CONSIDER TO SUBSCRIBE ACANAC. Acanac is a dishonest company. They are expert at cheating customer.
I ordered a Motorola modem on Aug. They sent me a Huawei modem. Of course I refused it. After two months with endless email, they agree to refund me but hold me responsible for shipping cost and tax charges.
Can you believe that? I have to fight with Acanac and write endless emails for 2 months before they agree to refund me but they said I have to pay for postage fee and tax charges because Acanac is not going to refund shipping fee to me even though they shipped me the wrong modem, a modem I never ordered from them.
If you don't want to be cheated, stay away from Acanac. If you don't believe me, go to check internet and other review. I am not alone!!! | |
| | hickins
join:2009-05-27
Burlington, ON | Re: Stay away from Acanac Nope! you're certainly not alone!
I've got bitten hard with the money back guarantee scam, I got a refund (minus) dsl activation fees (79+tax)! Opened up a ticket to ask them about it, NO ONE EVEN CARES TO REPLY!!! | |
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| | Motorola? @acanacisbad
Acanac hasnt offered Motorola Modem for 2 years, it was made clear that the Modem fr Ontario was the Huawei | |
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| Review by hk2533 - Location: North York,ON
- Cost: $31 per month (12 month contract)
- Install: about 20 days
 Bell Canada
Good "cheap price"
Bad "worst of presales info, setup issues on openvpn, ssh, onlinepc, no phone tech support, no clear VOIP procedures, worst value fo"
Overall "Never ever deal with Acanac again (even though I was their customer for many many years)"
| Pre Sales information:
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(ratings well below consensus)
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The worst experiences is their lack of instruction on how to have a smooth transfer from my DSL to Cable Modem, no clear cable VOIP installation guide and warning about the phone port transfer will disconnect my homephone, very late cable modem delivery (took 4 days even though it is expedited delivery), no internet connection since cable activation on 18 Feb 2013, until tonight, no cable modem since order it on Feb 6, 2013 until Feb 22, 2013;. unworkable username and password for openvpn, ssh, onlinepc, useless and buggy VOIP software called X-lite -- much better free version microSIP, almost no phone tech support - mostly auto-rejected because of long waiting time > 1 hour, email support questions have to be posted 3 times before getting any reply. very painful process just to get their acanac forum -- to get any tech info and help, no response either from the owner although was told to send to feedback@acanac.com because the owner will read (they claimed).
You wil pay the cable modem, and install fees if you cancel 1yr contract even within their 30 days money back guarantee -- so, it is not really fully refunded ; make sure cancel within 39 days or you will pay who year! when try to post on their forum, they blocked it.
Check out this other review on Acanac, which Acanac management never bother to reply, unlike Acanac competitors, which show the lack of management attention and care of their public image and reputation:
»www.canadianisp.ca/cgi-bin/isp_c···ispid=18
member for 234 days, 9 visits, last login: 31 days ago
updated 221 days ago
Comments:
| | poor response when there is a problem very poor response when you have any error in service. they dont care about customers once they have already charged to customer. Think twice before making any upfront payment . | |
| Reviews:
·Acanac
1 edit | Hmm . . . a bit out of touch with reality So, if I understand, this person is not happy because he didn't know how to port his phone line (simple enough, fill in the form and wait), and that Canada Post took 4 days to deliver a package containing his modem. He's also complaining about software issues for software that many 10s of thousands of people are using successfully with this ISP and millions of other people are using around the globe - so I would ask; Is it him? Or is it everyone else in the world.
Why does he post a link to a review on Start Communications as an example of an Acanac issue? I suppose that this thoroughness is an example of why he is unhappy. Some people will never be satisfied. And those who are as sloppy as this person sort-of deserve whatever they get
Unfortunately I can't tell from his review how long ROGERS really took to provision his modem, since he didn't say what the promise date was, but whatever it was it isn't an Acanac issue, it is a Rogers one.
As to the refund, it is clearly spelled out that you purchase the modem and pay for activation, and that the service fees will be refunded if you cancel within 30 days. If you wait longer, they will prorate the refund.
Most of these negative reviews seem to be cases of people who have no ability to read and simple float through life hoping things will be the way they dream them to be.
Every so often I find myself here, shaking my head at just how stupid some clients can be. I think I'm going to pick a few more of these to comment on today. | |
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| - Location: K1K3X
- Cost: $45 per month (3 month contract)
Good "you have to pay 12 month for a good price"
Bad "Customer service"
Overall "not good at all"
| Pre Sales information:
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Connection reliability:
Tech Support:
Services:
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(ratings well below consensus)
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i have seen bad , i have seen worst and there it is ! Acanac customer
service. this is the worst at is best !! i have never seen that much
aggravation and lack of competence at the same place..
WOW , i am still impress.. Yes it's that bad !
(review was emailed from domain stefplace.net)
lodged 222 days ago
Comments:
| Review by pawelluk - Location: North York,ON
- Cost Contract price not specified. (12 month contract)
Good "Cheap - More expensive in the long run"
Bad "Not worth it, poor service and will take advantage of customer financially"
Overall "Signup with another ISP, don't waste you money and time"
| Pre Sales information:
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(ratings below consensus)
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MY EXPERIENCE WAS AS FOLLOWS:
- Lack of any courtesy towards a customer
- No response to customer questions in the ticket system, only sporadic unexplained posts to tickets and the unwillingness to explain
- No response from management as to try and call the customer and resolve the issue (discuss where the issue is and how it can be remedied, customers are typically not reasonable)
- Being unable to solve its technical issues
- Not taking any financial responsibility for Acanac's technical problems (credit the customer)
- Cable service offered is very intermittent
1 YEAR CONTRACT CONSIDERATIONS:
If you enter into a 1 year contract and cancel after the 30 day period, Acanac will charge you the months you were with them at their maximum monthly rate (rounding up to the next billing cycle). In these cases they will not take any financial responsibility for technical problems they could not solve or if your service wasn't working. They will not answer your questions in the ticket system, but will supply sporadic answers that ask you to accept certain cancellation terms(that they want). The customer is not responded to unless he/she accepts these terms. You can try calling, emailing, even posting on communities.acanac.com, no response. Essentially this can be considered a case of a customer forming an exit contract under duress because they only respond to you accepting their terms and while the customer wants to recover their costs(time is running out they charge you full rate per month).
BE VERY AWARE OF THE TACTICS EMPLOYED BY ACANAC!
member for 5.6 years, 12 visits, last login: 90 days ago
lodged 223 days ago
Comments:
Reviews:
·Acanac
| Oy Vay - how uninformed can a customer be? Now, I've been with Acanac for a number of years. I'm on DSL, my nephew is on Cable and I am a professional in the IT field, so maybe I have an advantage over the typical subscriber from a technical perspective, but just how off track can someone go - and then have the nerve to complain about the provider?
After 6 years with the company I have yet to NOT have a ticket responded to. Admittedly it is possible that the reply doesn't actually resolve the issue, but that's what the 'update' button is for. You refine the information so they can deal with whatever the issue may be.
As to the charges, lemme see . . . . you get a big discount and a free VoIP line as the welcome bonus in return for an upfront commitment to the company. They CLEARLY tell you that your service fees will be refunded in full if you cancel within 30 days - they also CLEARLY tell you that AFTER THE FIRST MONTH OF THE INITIAL TERM THEY WILL NOT ALLOW CANCELLATION.
So, the good news is that they do NOT enforce that contractual commitment if you decide to cancel after the trial period is passed, but will allow cancellation. And they charge you EXACTLY what you would have paid if you'd ordered the service for the 2, 3, 6 or however many months you would have paid them on a month-to-month basis.
And the subscriber is .. . . upset that he DIDN'T get the loyalty discount (consider that he didn't fulfill HIS obligation under the contract)? He is upset that he had to pay more than someone who actually honoured his obligation by which the deep discount was accorded?
Does he think he should pay less than someone who honestly subscribed on a month-to-month basis?
Of course he shouldn't - he was offered 30 free service days in which he could cancel without a penalty. He exceeded the term and the company graciously allowed him to cancel in spite of the fact that he had committed himself to stay for a year once the trial period passed . . .
This entire review system is full of crap because there is no common sense applied to the reviews. People abrogate their agreements, then claim that somehow they were wronged and it reflects badly on the provider.
So, a note to all - take many of these negative reviews with a boulder of salt because they aren't worth the disk space they are stored on. | |
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