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Review by RandomUserr See Profile

  • Location: Mississauga, ON, Canada
  • Cost: $32 per month
  • Install: about 5 days
Price
Customer service, throttling, and outtages.
Do not buy
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

This was the cheapest internet provider I found and I got a great deal where there was no installation or activation fee. Felt really great about the service I paid for during the first month. However this second month has been a disaster I've been noticing they throttle my internet during peak hours where I never get the advertised speed (15/1) instead its closer to around (10/0.64). I made a few calls to these guys they instantly pick up the phone within 2 minutes when your calling to install/inquire about their service because they really just care to get new customers and make more money. With technical support its the complete opposite I've waited reguarly 15+ and up to 25 minutes to talk to a technical support agent. The worst thing is that if your internet goes down on a weekend goodluck getting it fixed when they dont have technical support 24/7 and is only available from Monday-Friday till 9pm, and that is what happened to me.

My internet has been down for 7+ hours its a saturday so I wont be getting support until monday. (Currently writing this review from a timmies).

You truly get what you pay for, if you pay little money you will most defintely get shit quality service and performance. I will either try to get a refund of my money for this month, or cancel it when this month is up and move on to a better provider and just pay the extra money for no hassle.

member for 6.4 years, 6 visits, last login: 6.2 years ago
lodged 6.2 years ago


Review by barterb See Profile

  • Location: North Bay, ON, Canada
  • Cost: $55 per month
  • No Cap
Half the speed I'm supposed to be getting
Connection reliability:
Tech Support:
Services:
Value for money:

This company is a joke. I am beyond angry with them now. Since last week I've had a speed reduction to half of what I'm supposed to get. I have no phone so have been contacting technical support since last week by email to get help and have them look into this problem. Anything they have suggested through email was checked and they were given all info. I contacted them today through Facebook because I'm not getting any help whatsoever with this and whoever it is on there is refusing to help me saying the only way they'll do anything is if I call them. I'm disabled with no phone and this obviously is a big problem. I am way beyond frustrated and not paying for speed I'm not getting. I'm a radio host with an online station and need my speed to be able to stream my broadcasts. Avoid this company like the plague because you will NOT get anywhere with them. They've also double billed me in the past and it took almost three weeks for them to refund me. Beyond ridiculous

member for 6.2 years, 7 visits, last login: 6.2 years ago
updated 6.2 years ago


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

Fergless

Premium Member

Network Issues.

Hi barterb.

Sorry to hear you're having difficulties.

It might be due to some network issues posted on their status page.
»www.acanac.com/contact/n ··· -status/

If you can message me here with your account info I can see if I can get someone to check your line.

Regards
barterb
join:2017-12-14
North Bay, ON

barterb

Member

Re: Network Issues.

Is there a way to private msg you with that info? Pardon my ignorance but I'm new to this site

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

Fergless

Premium Member

Re: Network Issues.

Yes. There's a tiny envelope icon under the text portion of my post. Just click on it.

Regards
Fergless

Fergless to barterb

Premium Member

to barterb
said by barterb:

Is there a way to private msg you with that info? Pardon my ignorance but I'm new to this site

Looks like the little envelope has been removed somehow

If you can register on the Acanac Community Forum and PM me from there, that would be great
barterb
join:2017-12-14
North Bay, ON

barterb

Member

Re: Network Issues.

I think I gotcha lol
barterb

barterb to Fergless

Member

to Fergless
I finally had a response from tech support yesterday from someone I had talked to previously who never contacted me again. abd elrahman mahmoud
support@acanac.com who said to me "I will be checking your case and gets you a reply by tomorrow, I am not sure if Bell can test the line by themselves as they will need to call you to test the line on the same call"

I waited all day today and no contact. I'll give it one more day but then I'll be escalating the complaint because I want this resolved. It's two weeks running now
barterb

barterb

Member

Re: Network Issues.

Still no contact from tech support about a line check despite being told I'd be contacted YESTERDAY and not only that but now my speeds are more reduced if I can get on at all.

1.58 Mbps download
0.49 Mbps upload

This has been going on for two weeks and countless emails, speed tests etc

I'm missing an incredible amount of time off work as I rely on my connection being an internet radio host. My patience is now at an all time low.
Prakash123
join:2013-12-06
London, ON

Prakash123

Member

Internet service cancellation

Hello there,
Last month, I paid in advance for a year subscription ($779.02). I am moving and therefore have to cancel the services. I want to know if there is any cancellation fee or penalty and how much time will it take for Acanac to refund the money to me. Thank you
barterb
join:2017-12-14
North Bay, ON

barterb

Member

Re: Internet service cancellation

You need to start a new post Prakash. This is my personal issue and review. It's notifying me of your problem. Thanks

Anonfecbc
@distributel.net

Anonfecbc

Anon

Re: Internet service cancellation

Hey. Ok so here's the skinny since I know a lot about this. You need them to do a LANTERN on your line. The line may be bad. lantern figures out the optimal speed based on your attenuation (line quality). Thankfully most places have 2 lines with two separate phone numbers but one is deactivated (bell puts in one cable but two phone lines). Sometimes the copper degrades/oxidizes and if the line is below a certain threshold bell is obligated to fix it for free (up untilthe box that's inside your home). Or you could have them test/try the other line. What you can do yourself, though, is make sure you have a fresh line from that box (dollar/hardware store phone line) to your modem. I'm disabled too and I got it done with a little googling. costs $5 and fixed a problem on my end since I had old wiring inside my house and nobody pays for that or you unless you sign up for "line protector" service from bell.

Having said that, your modem COULD be bad, or they have you on a bad profile (they could in theory bump you up to the next speed package or a different protocol..). The speed could be adsl2+ but you're too far from the local internet office to get good speeds and maybe your previous package was slower (but more stable hence using a more stable protocol with less signal interference) and when they bumped you up, the speed actually got worse. Some of these settings are under your control and can sometimes be changed right in the modem that you can log in to, and some of them require being changed by bell/acanac (but it's usually a remote software reboot unless their end of the modem connection, the card, is bad).

There's a lot that goes into this. And by chance if bell is pissy, they can mess with your line as well to screw the competition since bell is regulated to only charge about $8 for the line ~+14 to travel your internet to, I would imagine from your location, Sudbury, or Toronto.

Having said this, it could also be your line card. They fail all sorts of horrible ways. Bottom line, if you had good service and the same service speed in the same location before you switched, it's likely not their fault. This is assuming you're using dsl of course. Hope this helps in understanding, if not in your frustration.

Review by rs97ap3 See Profile

  • Location: Maple, ON, Canada
  • Cost: $64 per month
  • No Cap
None so far
Bad speed, useless support, expensive
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I used to be with TekSavvy and never had a problem. About 3 years ago I moved to a new area and Acanac was the only notable 3rd party with presence there.

Getting the service installed was a struggle. I requested and confirmed installation date about 2 weeks prior and to my surprise - no Rogers tech showed up on the day. I was not informed of any change of schedule ahead of time, needed to call back and to reschedule (as if I was calling for the first time) and had to wait almost another 2 weeks without Internet.

Overall service was ok to below expectations with many days of crawling service.

Initially I was with 25Mbps plan but upgraded to 35Mbps plan because the slow speed became unbearable.

Latest issue I had with them when my yearly subscription jumped over 30% without any notice whatsoever. I understand that Rogers recently raised their wholesale rates but the least I can expect is an advanced notice.
When I called them to complain - their response was "it is in the contract that we can raise rate anytime and won't need to inform you".

Recently the overall speed degraded as well. Most evenings speed came to a crawl where I could not even open up a webpage - let alone watch Netflix or youtube. I also started to work from home and had to end up tether data with my cell phone because I could not connect to office with their slow speed.

Even with infamous speedboost scam by Rogers - Speedtest data showed my best download speed was barely 16Mbps and upload was around 400kbps while I was paying for 35Mbps down and 3Mbps up.

Few attempts to report slow speed did not go anywhere. I never got a hold of a live agent and email report was useless because by the time I got their response - situation generally became better.

I am switching to ElectronicBox as I just do not have time to deal with their nonsense.

member for 16.8 years, 9 visits, last login: 8.5 years ago
lodged 8.5 years ago


Review by ggc123 See Profile

  • Location: Canada
  • Cost Contract price not specified. (12 month contract)
consistent speed, at least to my neighborhood
bad customer service + nightmare to transfer service to another third party provider
Not recommended if you don't plan on staying with them
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

The Acanac cable service we had was generally good and consistent. We didn't notice any slow down during peak hour. However, recent price increase catalyzed our decision to switch to EBox.

A few warnings to those that are considering Acanac. First is probably already quite well known - price goes up after the first year. The price advertised on their website only applies for the first year of service.

Second, this is the biggest warning of all, service cancellation is a major nightmare with Acanac. If you go to the Acanac forum, there are endless posts on the painful process of service cancellation with Acanac. It is also the only third party provider that still consistently refuses to process cancellation requests properly so that you can transfer cable internet service to another third party provider without pay for installation fee. See below for an attempt to transfer from Acanac to EBox.

"all third party internet providers go through the same process. How it works is that the company fills up the post-date disconnection form order on the suppliers web page, after that is sent, they are automatically given a disconnection confirmation number (this is the ROGERSXXXXXX number that we need). This is why we are perplexed as to why they are having so much trouble giving it to you, especially since this procedure can be done up to 30 days in advance of the disconnection date. Acanac is almost exclusively the only provider that we are having trouble performing a transfer with as all the other providers have been able to provide our clients with their disconnection number in a timely manner respecting the delays."

For us, Acanac purposefully refused to submit a disconnection notice to Rogers until the day of disconnection. We've been in contact with Acanac since February for our disconnection in April. Now, we're without internet service for two weeks and have to pay for installation to have internet installed by another provider.

Watch out! Not recommended if you don't plan on staying with them forever. Acanac needs to learn to play nice with other third party providers.

member for 18.1 years, 162 visits, last login: 3.1 years ago
updated 8.9 years ago


Review by freakatola See Profile

  • Location: Canada
  • Cost Contract price not specified. (12 month contract)
The price was right...
Price increases without warning, Bill first ask questions later... if you can get a hold of them.
Not worth the headache.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

*** IT IS VERY IMPORTANT THAT YOU SKIM OVER THE "INSTALL" REVIEWS AND FOCUS ON ANY REVIEWS THAT DEAL WITH HAVING TO CALL SUPPORT, OR CUSTOMER SERVICE, OR BILLING. SINCE ALL THIS COMPANY HAS TO DO FOR AN INSTALL IS SHIP YOU A MODEM, AND DISPATCH ANOTHER COMPANY TO DO THE ACTUAL INSTALL AND SETUP (sure problems can arise there, but that's just bad communication between this company and the installers.. just like their bad communication with customers) ***

Loyal customer for 3 years, knowing ahead of time that they lacked physical bodies to offer reasonable support. My Fault for signing up. I paid for a service, and had very few outages.

When they most recently renewed my contract (Bill first, then send invoice), the price had increased 14.5% for a full year term (+$13/mo +tax). I probably would have been okay with the change had I gotten some warning. However, there is no warning, and they preach about how it's covered in user agreement that they can change the price at any time for any reason, without notification. Again... My Fault for signing up.

Where things became unacceptable for me, is that in order to discuss my bill, I called their main contact line, and which point you are advised that "For accuracy" you can only discuss your billing by e-mail. Now in most cases, there is a reasonable turn around of about 24-48 hours.

It took 8 days to get a response which gave me a contact number for their billing department. Why not just allow people to call your billing department in the first place?! All people want is the ability to have their concerns heard.

Their sales department is reachable almost immediately, but after the initial sale, you're up a creek without a paddle. They are very difficult to reach and their forum moderators spend all of their time making excuses for the company's shortcomings, and pointing the finger in every other direction. Take responsibility for your shortcomings, and improve on them. The same issues were prevalent before I signed up, and they are still carrying on now that I have cancelled.

Consider yourselves warned, don't make the same mistakes I did, this company is awful to deal with.

member for 9.5 years, 9 visits, last login: 9.3 years ago
updated 9.4 years ago


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

Fergless

Premium Member

Billing ??

quote:
and their forum moderators spend all of their time making excuses for the company's shortcomings, and pointing the finger in every other direction.
Where did the moderator(S) do that. ?

I saw customers replying to your topic.
freakatola
join:2014-09-11
Canada

freakatola

Member

Re: Billing ??

Base on my browsing of multiple posts, there is a theme of "It's a busy time of year"
Most of my posts were deleted because they weren't glowing reviews.
LeTimmy
join:2013-04-16

LeTimmy

Member

Re: Billing ??

I have the same problem. I just noticed my bill went up also. So frustrating and so shady. I'm so sick of emails and their Sales department (which is the only humans i can speak to wont speak to billing issues). You wouldn't happen to have that billing number available??
freakatola
join:2014-09-11
Canada

freakatola

Member

Re: Billing ??

said by LeTimmy:

I have the same problem. I just noticed my bill went up also. So frustrating and so shady. I'm so sick of emails and their Sales department (which is the only humans i can speak to wont speak to billing issues). You wouldn't happen to have that billing number available??

Check your PMs, I suspect Fergless might cause a stink to have it removed.
freakatola

freakatola

Member

Re: Billing ??

Hah, and now I am banned from Acanac forums. Paying customer, who has done nothing wrong other than expect the slightest bit of customer service. Nice to see the maturity level from the moderators, looks good on you Fergless! Goes to show that Acanac is a joke from top to bottom.

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

Fergless

Premium Member

Re: Billing ??

It's specifically written in the forum rules not to post personal Acanac information etc.

I did leave a link to it in one of your topics.
freakatola
join:2014-09-11
Canada

freakatola

Member

Re: Billing ??

That was a business number, not personal information.
said by Fergless:

It's specifically written in the forum rules not to post personal Acanac information etc.

I did leave a link to it in one of your topics.


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

Fergless to freakatola

Premium Member

to freakatola
said by freakatola:

Hah, and now I am banned from Acanac forums. Paying customer, who has done nothing wrong other than expect the slightest bit of customer service. Nice to see the maturity level from the moderators, looks good on you Fergless! Goes to show that Acanac is a joke from top to bottom.

There is absolutely no need for personal attacks, I have been cordial with you.
freakatola
join:2014-09-11
Canada

freakatola

Member

Re: Billing ??

Cordial... by banning me? for posting a business number. This "Acanac can do no wrong" thing that you're doing is just ridiculous.
Just like your billing policy of Bill first, Invoice later; this Ban first, make excuses later is just as silly.

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

Fergless

Premium Member

quote:
Most of my posts were deleted because they weren't glowing reviews.

Not entirely true.
You have 2 topics on the go.
Here »community.acanac.com/aca ··· 79cad4fa

And here »community.acanac.com/aca ··· &start=0

Check it out !!
freakatola
join:2014-09-11
Canada

freakatola to Fergless

Member

to Fergless
My apologies, they were moved from relevant discussion boards, to irrelevant general discussion boards, and edited to remove any information that might actually help other customers.

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

1 edit

Fergless

Premium Member

Re: Billing ??

I'm pretty sure you know why your post had something edited out.

It would actually be counter productive for customers, as it would slow billing down.
You do realize all billing inquiries are done by email so there will be no mistake what transpires. If billing needs a customer to call them they will ask the customer to call them at the appropriate #
freakatola
join:2014-09-11
Canada

freakatola

Member

Re: Billing ??

Well if the e-mail system worked, it wouldn't be a problem. You are dealing with real people and real money! The Billing department needs to stop hiding behind an e-mail system. Every other company in the world operates just fine over the phone. If customers want a confirmation of the work done, then it can be e-mailed to them at that point so that it is in writing.

I appreciate your desire to defend the company you work for, it truly shows a great work ethic on your part and is to be desired by an employer. It's just too bad it isn't a competent company, one that understands what actual customer service is.
LeTimmy
join:2013-04-16

LeTimmy

Member

Re: Billing ??

My sentiments exactly!!!!!!!!!!!!!!! Thanks again for your help.. This is how silly it is. You were the biggest help and you are a customer.

If anyone wants to stop fooling around with their useless email ticket system for billing issues then feel free to contact me and will gladly provide a phone number in their billing department where you can actually speak to a human. Alternatively I will be posting in my review to save current ACANAC customers from the torment ive been through in resolving billing issues.

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

Fergless

Premium Member

Re: Billing ??

quote:
Alternatively I will be posting in my review to save current ACANAC customers from the torment ive been through in resolving billing issues.
You mean the torment being they would not waive the moving fee.
LeTimmy
join:2013-04-16

1 edit

LeTimmy

Member

Re: Billing ??

I couldnt care less about the move fee. It's not my problem you don't want my business. It's the crappy customer service. You guys don't even have the decency to respond to emails. I get you work for them but your company just blows and how funny everyone's experience is the same. If I didn't get your billing number from a fellow dslreport's member and very unhappy Acanac loyal customer I would probably be still sitting here waiting. By the way if anyone wants their direct BILLING number it's 1-866-355-4326
bollywood
join:2014-09-23
Guelph, ON

bollywood

Member

Re: Billing ??

I completely agree with Tim. Not waving a fee is one thing and not co-operationg with customers, holding them hostages when they try to cancel their services by not releasing their modems, not sending cancellation requests as promised etc. is horrible. Hope you know what I am talking about Fergless. My issues are STILL not resolved and You are the one who sent "long notes" to cable manager for me couple weeks ago.

Edit: Thanks for your efforts Fergless. No offence to You.

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

Fergless

Premium Member

Re: Billing ??

Happy Holidays

Review by ilovenet See Profile

  • Location: undisclosed location
  • Cost: $71 per month
  • Install: about 21 days
  • No Cap
It works
Horrible customer service
Not worth it to save $
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Horrible customer service experience canceling Acanac

Timeline

- Received my usual monthly invoice and discover that my internet has been increased 25% without any notice to me. Contacted billing and the response was “as of August 12, 2014, the rate for the cable 35 mbps has increased to $62.95 plus tax, based on the monthly term”.

- Aug. 27th: submitted a ticket requesting my service be canceled and submitted my contact and last 4 credit card #s as requested. I requested confirmation of cancellation and the date of termination of service.

- Sept. 10th: No response, so I call support and ask to have the issue escalated. I’m told that I will be contacted within 24 hours.

- Sept. 15th: Still no response. I open another ticket informing them of my cancellation request and quoting previous ticket.

- Sept. 23rd: I received confirmation of the closure of my account.

Of course, as I anticipated, my cable modem has not been released by Acanac. This doesn't affect me since I am renting another modem from my new internet provider. I’d like to sell the modem, so I would like to get that done at some point. I will update this thread to see how long that takes!

TL;DR: It takes about a month to cancel your Acanac intertnet and you can’t reach the billing department by phone. They will ignore you and won’t release your cable modem.

Sept. 23rd: Submitted ticket to Acanac requesting my cable modem be released

member for 9.4 years, 3 visits, last login: 9.4 years ago
lodged 9.4 years ago

LeTimmy
join:2013-04-16

LeTimmy

Member

Here's the number they don't want you to have. Billing

1-866-355-4326

Review by LeTimmy See Profile

  • Location: Toronto, ON, Canada
  • Cost: $63 per month
Speeds as advertised
Customer Service / They WILL increase your bill without notice.
Keep Away!!!!!! Better hope that you don't have issues. Trying to get issues resolved is frustrating beyond belief.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I'll just post my support ticket in hopes that someone from Acanac reads it ONE day. Apparently, they don't feel the need to respond. Going on 8 days without a response. Follow up calls to customer service are useless. They just keep telling you to email your concerns but that they do see an open ticket. Great Help.

They want to charge $100.00 to move service to new address which is downright absurd IMHO. They also increased my bill $11/month without any notice. No email, nothing! Unfortunately i noticed it 3 months too late. When questioned they tell you to read your user agreement. I will be issuing a chargeback with my credit card company.

This company is so disconnected. Customer Service is atrocious. They push you to email your questions to certain departments. Only way to speak to humans there is to get directed to Sales even if its not a Sales issue.

Ticket Information:
Ticket ID: BCP-43559

Posted on 04 Sep 2014 03:39 PM

I'm trying to move this account to an address that i will be moving to Oct
1st, 2014

I'm being told that their is a fee of $100.00 to change addresses.

This doesn't make sense to me at all. I've purchased a modem from you.
The address I'm moving to is already setup with Rogers(which services your
accounts).

I need this fee waived if you want me to continue as a customer. If this
is something you cannot do then terminate my account effective September
30th, 2014.

Best regards,

Tim


Posted on 10 Sep 2014 12:28 PM

I haven't received a reply to my ticket from 6 days ago. Please let me know one way or the other so I can plan accordingly.

Best regards,

Tim


member for 10.9 years, 7 visits, last login: 9.4 years ago
updated 9.5 years ago


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

Fergless

Premium Member

Moving Fee (Cable)

I doubt they will waive the moving fee, it's a standard fee for all cable moves.
LeTimmy
join:2013-04-16

LeTimmy

Member

Re: Moving Fee (Cable)

It's a cash grab. No Rogers tech has to visit the home to establish service since its currently active with Rogers and will be active when I move into the home. Also, it's more expensive than cancelling my service and reactivating it. Activation Fee is $49.95. How in the world can they justify a $100.00 moving fee when all they are doing is coordinating a service switch with Rogers.

I'm fine with them not waiving the fee. That's their prerogative. I will gladly take my business elsewhere. I'm not fine with them going on 9 days now without the courtesy of a response however this is consistent with the experience i've had with Acanac since the beginning. The hoops i had to jump through to get service established in the first place was mind boggling. A total nightmare.

Having lived in the U.S for many years i know what its like to be with an internet carrier that provides a GOOD customer experience and does everything possible to retain their customers. Unfortunately here in Canada we are so limited in carrier options and essentially forced into picking the best of the worst. The American companies will be here one day and it's unfortunate that my business won't likely be with a Canadian company.

Acanac is really really good at providing POOR customer service. It's not the experience i expect as a paying customer.
LeTimmy

LeTimmy

Member

Re: Moving Fee (Cable)

UPDATE:

I finally received a reply from Acanac!!! 11 days, 2 emails and 3 phone calls later.

Hello

We do apologize for any inconvenience, However we are unable to waive the move fee. This fee is charged by the carrier because 2 technicians are required to process a move, One technician to disconnect at previous location and another to connect at your new location.

Please confirm how you would like to proceed.

If you have further inquiries, please do not hesitate to contact us.

Best regards,

Colin
Customer Relations

Colin:

Rogers is already established and will remain active at(until i change providers) at the home I'm moving to.. This is simply coordinating a service switch. Secondly, you wouldn't charge me for cancelling my account so what does it matter if Rogers has to disconnect at current home. You have a setup fee of $49.95 and yet you are trying to charge me $100.00. What doesn't seem right here???? So i can cancel my service and setup up new service at my new home for $49.95 but to move account service to the new home its $100.00. What doesn't seem right here???

I don't care who has to do what. Rogers is not to blame here. Acanac is.

It's very simply this. You pay Rogers for whatever charges there are and you don't bill me for it.

I'll give you an example of how easy this is. If you look at my account from the beginning. I was credited for 3 months of service because of the INSANE experience i had getting my internet established in the first place. I was given 3 months or so of FREE service from an ACANAC manager. You still had to pay Rogers for that service I was getting. Easy. You pay Rogers. You don't bill me.

Those are the kind of things you do to retain customers. Saying that, the easiest of things seem to be very difficult for Acanac.

It took 11 days and 3 phone calls for me to get a response only to try to pass the blame to Rogers.

Do not renew my service for next month. I believe my next billing period is Oct 3rd. To be clear. Last day of active service will be Oct. 3rd.

Tim

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

Fergless

Premium Member

IISP's

It's a bit of a nightmare for IISP's in Canada, we don't have that much control over the carriers even if we are their customers so to speak. It must be so much better in the US.

Good luck with your next ISP
LeTimmy
join:2013-04-16

LeTimmy

Member

Re: IISP's

There seems to be a common theme of trying to pass the buck to Rogers. This is purely an Acanac issue(in this case anyways).

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

Fergless

Premium Member

Re: IISP's

It is not unique to Acanac at all. Check out some of the other IISP's with same issues.
LeTimmy
join:2013-04-16

LeTimmy

Member

Re: IISP's

I'm not sure you know what the issue is. The issue is Acanac providing pitiful customer service and delving in shady business practices.

Once again I'm waiting 5 days for a response to my request to cancel service. Before that it was 11 days, 2 emails and 3 phone calls to address a $100 moving service fee.

The customer service this company provides is a joke. My time is important to me. I don't want to be sitting here all day emailing with follow up calls for the easiest of tasks.

Oh and top of that I just found out they increased my bill in August $11.00/month without any notice whatsoever. Do you think that is standard practice to increase customers monthly rate without letting them know? I didn't consent to any increase. If I was notified i could of a made an informed decision whether to continue my service with Acanac or not. For a service that is prepaid, its an extremely shady practice to increase rates and tell them after the fact. I will be making a complaint with the Better Business Bureau of Ontario.

These are the issues Fergless and these are Acanac issues.

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

Fergless

Premium Member

Re: IISP's

quote:
These are the issues Fergless and these are Acanac issues.

Well due to the backlog of tickets to the carriers also puts Acanac at a disadvantage with many many tickets generated to the billing department. That's what I was getting at.
Also the price increase has also created a burden on them.

None of us on the forum were told there would be increases until after they showed up on the main site.

Billing should have handled it differently, the way I see it.
Fergless

Fergless

Premium Member

Re: IISP's

Just want to add as customers may be unaware, I can help with almost everything else except billing. Something simple in billing, no problem I can do that.

Cheers
LeTimmy
join:2013-04-16

LeTimmy

Member

ACANAC's SECRET NUMBER - You actually get to speak to humans

8 6 6-355-4326

Review by van84 See Profile

  • Location: Montreal, QC, Canada
  • Cost: $50 per month (12 month contract)
  • Install: about 14 days
  • Telco party Bell Canada
Customer support and service after sell is really poor
Read this review and you will understand.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

hello guys,

I am new here but I would like to share my experiences with you at Acanac.

I am with Acanac for around 5 years now. I am been a loyal customer and I brought in some peoples and I was about to bring my uncle soon. however I guess this will probably not happen anymore.

****** My experience ******

I contacted Sale department 4 weeks ago to upgrade from ADSL to VDSL.

The reason of my upgrade was I need a better upload speed due of my work.

I called sale department and they said I should be able to have a upload speed up to 26MBIT. I decide to buy the package 25 down / 10 up.

When the modem arrived, I got a speed upload up to 3 MBIT.

Called support tech a bunches of time, no one was able to help me out.

The internet suddently went down for 2 weeks. No one was able to help me out. They sent Bell to my house (total 2.5 weeks)
Bell determine the new VDSL modem is the issue. Called Acanac, they said they will ship a new modem again (take 4 days before I receive it).

I decided to call billing department to ask to change to cable (no reply for 7 days)
I finally get the billing departement phone number. I decided to cancel everything.
Billing department representative asked me to send another email to billing@acanac.com. (You see the loop right?)

Sent another email to billing@acanac.com, no reply.

I called again yesterday, and the representative said they cannot cancel my account. Need to call between 9 to 13.
I decided to call again billing today to try again. They said: it passed the 30 days trial, I have to keep the modem (that I received 4 days ago because the old one was broken).

Is that a joke?

My problem is still not resolved yet. I am tired.

****** Some notes ********

- When I joined the Acanac, the modem was rental. It became a "BUY" modem without warning. I have to keep the modem when upgrading from ADSL to VDSL. Cannot have the 50$ rental money at the beginning.
- When you call support, they hang up on you when queue more than 1 hour.
- the email for billing department take more than 48 hours to reply and sometime they are not replying at all.
- Sale department promised you a certain speed but you may not get it.
- they do not read complains nor feedback emails.
- When upgrade to VDSL, they forced you to buy a 60$ worth modem for 99$, that is fine, but they are not wanting to refund it if you cancel the service after a couple of days of usage.
- The 30 days trial on the new service start when they shipped the modem and not when you have internet activated.
- I think they are pushing back the ticket to go over 30 days so you won't get the refund for the modem or service. That's the reason they do not want to reply to my tickets.

I don't care to not having the full refund, I am ready to get the partial refund for the months that I do not use. But how come I am not be able to have a refund for a BRAND NEW MODEM that I just received it? It won`t possible to resell this modem on my own. Waste of time and price will never be 99$+tax.



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member for 9.6 years, 5 visits, last login: 9.5 years ago
updated 9.6 years ago


Review by holyspirit See Profile

  • Location: York, ON, Canada
  • Cost: $45 per month
I am totally invaded by malaware with them coming from their sister company
the people need to re own the internet and get back their screens
Pre Sales information:
Install Co-ordination:
Connection reliability:
Services:
Value for money:

I am extremely disappointed with ACANAC since i found out after a long period of problems with malaware on 2 computers (or harassing pop ups) that the problem was deeper.

After
investigation and testing i found that my problems are all related to acanac since i do not have problems when i am at best buy nor coffee shops but just at home with ACANAC!

I ONLY HAVE EXTREME problems when connected with ACANAC., internet provider and have tried everything and spent a whole afternoon with apple and 6 hours with it help to get rid of my extreme malaware issues but in vain.

No one seems to understand this very unfortunate situation but perhaps no one is still aware yet of this form on internet corruption.

i have proof that acanac is sending me malaware and I found out through trying to fixing it.
ACANAC has caused me extreme hardship in terms of time management
and financial problems having to buy other computer etc I paid for computers and internet services of which is not functional.
This is ridiculous that we can no longer be productive with computer we buy and in our own home???

HISTORY

FIRST COMPUTER PROBLEMS
I had i noticed my older asus computer was acting strangely but was not sure why while I was paying acanac for internet services.
Finally after trying to get rid of all malaware with spypot. abusive pop ups still popped up right after we finished! intruded in my computer until finally my computer was completly frozen with popup and with a note saying to call this number which ended up in INDIA. I have taken pic of it. and have called the company (who pretends they are an it company .)

My first computer is useless now and i have to recover data!

2nd COMPUTER PROBLEMS

after a long months of problems with my extreme malaware issues on first computer which now is shut down with malaware pop up that took over my screen and I decided to buy an IPAD because i was told there were no viruses

However ipad came right away infested with malaware as soon as i USED IT (of sexual and games ) ( and 10% of the time it goes in the App Store!!)

i am simply linking or doing simple work and with no downloading and whatever i have done in the past with ease etc. I am mature and do not do funny stuff on computer so i use computer normally.

Even after reseting ipad malawares and 7 hours
the malaware/disgusting harassing ads came back they came back on both computers. So obviously these are not viruses. (and the situation is worse with safari!)! so it seems.
Because i am not an expert but i see safari is not an intelligent browser and consumer friendly! Where is the consumer in all this and why are we paying computer when we receive abusive ads on our screens?

Now after my 2nd computer i have still no peace and no productivity

LISTEN TO THIS YOU WILL NOT BELIEVE IT!

as we cleaned up the malaware from my first computer and we thought we solved it all
then came another malaware right away from a company in mississauga called canaca
HOW DID THEY KNOW?

and this company sending malaware is at the same address as acanac!!!!!

acanac is sending me malaware from another company of their own through a another company name but they OWN and are at the same office!

both companies
acanac and canaca are on same address on DUndas st in mississauga Both are tech companies but the latter is a server company or they allege.
when I checked canaca, also to my surprise had my isp address???
Isn't that a coiincidence that they know me and my isp address?

Why can 't you do a good job focusing on providing a good service to people instead of wasting my precious time.

IT IS HARD TO UNDERSTANDS THIS
tHIS IS TOTALLY MALICIOUS WORK

please be warned acanac is not just an internet provider
but an ab user of your computer to send malaware through another company they own. OR IS simply not protecting their users. I have called acanac again today and they said to get 3 party software!
I am getting rid of acanac since obviously they are up to no good.

I AM SEEKING A MORE SECURE AND ETHICAL INTERNET SERVICE PROVIDER WHO WILL NOT BE TOO EXPENSIVE __ I KNOW I WANT PEACE AND PRODUCTIVITY BUT HEH HOW ABOUT PRICE?

DO KNOW WHOM?



member for 9.7 years, 3 visits, last login: 9.7 years ago
updated 9.7 years ago


rednekcowboy
join:2012-03-21

rednekcowboy

Member

I thought I've read it all by now......guess I was wrong!

Definitely a new one in the tin-foil hat category for me!
donkey77
join:2008-04-08
Montreal, QC

donkey77

Member

Re: I thought I've read it all by now......guess I was wrong!

I've had 99 problems with acanac but malaware 'ain't' one!
Neil K
join:2014-05-07
Canada

Neil K

Member

Re: I thought I've read it all by now......guess I was wrong!

But doesn't the 99 problems with the company, by itself, speak volumes ?
Neil K

Neil K to rednekcowboy

Member

to rednekcowboy
LOL.....perhaps tinfoil also for when ACANAC also shuts down somebody's recently paid for 3 , 6, or 12 month service , while simultaneously and aggressively peddling $100 B-HELL ''repair'' services, Redneckcowboy?

Do the Bell ''repair' guys optionally cook, clean, or tapdance, in lieu of actual repairs, Rednekcowboy?

At this point, given that ACANAC readily refunds for these ''problems'' it

seems to create on its own ( as good an admission of guilt if ever there was one ) , I wouldn't put ANYTHING past them.

Did you say you're a satisfied ACANAC customer, Rednekcowboy ?
Expand your moderator at work
chall2k56
join:2007-10-03
Edmonton, AB

1 edit

chall2k56

Member

and malware isnt your problem how?

malware is the end user's responsibility, Acanac has NO ACCESS to the users computer

If you are one of those people who like to try and stream anything (grey market stuff usually) from the internet or download torrents from non private trackers, then yes, you will get malware

Review by johnpower8 See Profile

  • Location: Canada
  • Business customer Business customer
  • Cost: $40 per month (12 month contract)
  • Install: about 22 days
  • No Cap
Nothing to say
Where to start, Bad speed, Bad service, Bad support
Learn from people who already made the mistakes
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

After having a year of bad service just switched to another ISP, got 10MB speed and never got better then 6mb Network is over loaded or over crowded, support people are in hurry to hangup,

member for 9.7 years, 6 visits, last login: 9.3 years ago
lodged 9.7 years ago


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

Fergless

Premium Member

Sorry to hear you had problems.

Hi

If there's anything I can do to help, please let me know.
Do you have a ticket # referencing your problems?

TY