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Review by LondonDave See Profile

  • Location: London, ON
  • Cost: $55 per month
  • Install: about 14 days
Has been stable on FTTH since the day it was installed
The supplied TPLink Deco router isn't user friendly
A great alternative to Bell FTTH at a great price
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

After having having only Bell or VirginPlus as FTTH options this was a welcome addition.

Signing up for 500/500 on the website was straightforward and my install was two weeks after I ordered as the ONT supplied was not yet available to Bell installers. Acanac reached out multiple times before my install date to check in and ensure I was ready.

Once Bell moved my fiber drop to XGS-PON and installed the Nokia ONT I was able to connect my own firewall to the ONT. I simply had to tag vlan40 and input my PPPoE credentials which were available in the Acanac customer portal.

I've had the service for two weeks now and it has been rock solid. Acanac is a subsidiary of Distributel which is a flanker of Bell now but the staff are much easier to talk to than Bell. If you are a Bell fiber home you should give Acanac or Distrubtel a chance!

Update 2/9/24 - So far my Acanac service has been bullet proof. I haven't seen a moment of downtime or any slowness or congestion. So far my only complaint is the responsiveness of customer service when submitting anything via email.

member for 12.5 years, 3293 visits, last login: a few hours ago
updated 48 days ago


Dustyn
Premium Member
join:2003-02-26
Ontario, CAN

Dustyn

Premium Member

Promotional Pricing

Looks promising for those speeds, but it is important to include all the details for the set price.
*Limited Time Offer: Promotional pricing months 1-24 $55/month; as of month 25 $90/month. Available to new customers.
oldspammer
join:2004-08-28
Kanata, ON

oldspammer

Member

Acanac is owned by distributel who were recently purchased by Bell Canada.

Different branches of Bell competing with one another? Probably, but for how long? Google is sometimes your friend.
splinter
join:2022-11-11
Gloucester, ON

splinter

Member

I'm so curious

Currently on Bell but discounts are running out. What modem hardware do they offer? Like so many I am running my own router. I've seen all the issues with the Bell ONTs, does this allow ppoe passthrough and that?

Review by Southender See Profile

  • Location: Toronto, ON, Canada
  • Cost: $101 per month (month by month)
  • Install: about 14 days
  • Telco party Bell Canada
Cheap. Fast. Reliable
Customer service practically non-existant
If you're an IT Pro and you know what you're doing with Cable internet, go for it
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Acanac is the cheapest cable internet in Ontario by far for unlimited gigabit DOCSIS 3.1 on the Rogers network.
They are owned by Distributel and essentially all their offerings are just rebrands of Distributel's.

It's very fast. And it's very cheap. And in two months of service I only had one brief period of outage which was the Roger's network's fault. Unfortunately everything else about it sucks.

The website is garbage, information is obsolete and out of date. No self-service management options, everything is done by phone and email. Technical Support is practically non-existent - it takes weeks to get a reply to a ticket.

I wouldn't be surprised if the Acanac brand is retired and folded into Distributel's core brand - it feels like a subsidiary that has been left to die.

member for 4.8 years, 71 visits, last login: 1.1 years ago
lodged 3.4 years ago


Review by xkaliber4 See Profile

  • Location: Stoney Creek, ON, Canada
  • Cost Contract price not specified.
Once upon a time, competitive and maintained reasonable connection stability
No longer competitive for pricing or service quality
If you're looking for "No Frills" you do get what you pay for
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Sharing my timelines of what has happened over the past few days that totally turned my experience around. I have been Acanac since their inception and when they started, provided extremely competitive rates and reliable service. Although I've had the occasional line issue, (in which they don't control and are at the mercy of the incumbent ISP) and short service outage, none of it turned me off their service because they were all within what I would consider 'acceptable' given I do not expect a world of perfection, particularly at the service price. Over time, the prices crept up, inflation and costs rise - so again, something I would feel was acceptable. Although I have looked at competitors over the years, none of them had rates where I felt I needed to leave Acanac if the difference was minuscule and I believe loyalty is a valuable thing, even as a customer.

I have had minimal contact with tech support and accounting since my service remained stable and I never really had any billing issues as I had always paid yearly. I know Acanac (or rather, like any business) had people who sang praises and raised criticism and where possible, I'd share my experience that I've luckily never had any issue. Over the years, I've referred family, friends or anyone who even asked me about my recommendation for ISP's to Acanac and this past experience has soured it.

On around 2AM on Oct 9th my service went out and I did not discover it until the morning. I had limited of time to diagnose since I had to get out the door for work, but I did notice that I had no internet as it indicated it failed to authenticate but had an active DSL line sync. By the time I got to work, I filed a support ticket online providing all the technical details I had about the issue. I followed up by tweeting to their account and was told that there were no service disruptions in my area. Prior to the tweet I did check their service status page and the last "update" was months ago.

While waiting for my ticket to be responded to, I started noticing other customers reaching out via twitter indicating they had no service and with a sigh of relief, realized it wasn't 'just me'. The network page maintained that service was fine until many hours later they decided to update it to show that there was service disruption. To me, this is inadequate as it took them THAT LONG to "figure out" that something was wrong and to actually update their page. It was also worrying that when I call into tech support, there was a message indicating there was a known outage and yet the sham PR owner of the twitter account said otherwise, indicating a severe disconnect between the communication channels within the company.

Over the past 4 days, there has been minimal communication from the company, whether by twitter or by any official mechanism other than the network status page which they would direct everyone and was hardly kept up-to-date. By today, they finally had a slightly different message up but again, with little useful information as to when service would be available. The lack of communication had amplified an already terrible situation of not having internet service. Finally, when I got home today, I saw the internet light appeared green and with lackluster delight, the internet was finally available. I say lackluster mainly because this situation prompted me to look for other ISP's and within 12 hours, their competitor called me back confirming that they were ready to take me on. My yearly renewal was coming up this November and I did not even think to look at other ISP's since I did not feel it was "necessary" to leave.

Given this situation, I re-evaluated my trust in them and the lack of responsiveness they had towards their customers. My internet was out of service for nearly 4 days, in which they didn't even BOTHER to answer my support ticket (they certainly cannot assume customers would have checked other communication channels to "dig" for their own answers) with even so much as to an automated "we are currently encountering service disruptions" message yet. I would imagine even blasting out a general apology to customers once service was restored would quell a bit of angry hearts but they haven't done that either. While I'm certainly no PR expert, this experience has shown me their disregard for customer retention or satisfaction beyond the monthly or yearly fee we pay them.

As such, the next time my family, friends and folks alike as me for a referral, it definitely will not be to Acanac and upon their renewal, I will definitely recommend otherwise. I have jumped ship, after over a decade of being customer in light of their poor handling of the situation and providing them notice not to renew my contract next month. Further, I will definitely be working with my credit card provider to perform a chargeback of the contract amount, or at least prorated for the month, or any future charges they think they can throw at me up to termination of my account. I know there are many unhappy customers and it's doubtful Acanac will try to make amends, so I advise you to do the same to ensure you're compensated for the loss of access and utter lack of quality service.

member for 22 years, 39 visits, last login: 5.4 years ago
updated 5.4 years ago


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 Fraoch See Profile

  • Location: Cambridge, ON, Canada
  • Cost: $55 per month
  • Install: about 21 days
  • Caps of 175 gigabytes/month
Good value for money
Still at the mercy of the incumbents, but not their fault
Good prices
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I have supported IISPs for a while now. I would have stayed with TekSavvy but I subscribe to Zazeen TV which now requires a Distributel-owned Internet connection. I examined all the Distributel ISPs: Zazeen, Distributel, Xinflix and Acanac, and I found that Acanac had the best prices.

I had a three-month trial with Acanac before, but on DSL. I tried out Zazeen TV and they provided me with a DSL connection through Acanac. I had no complaints about that, so I figured Acanac through cable would work well for me too.

For only $2 more than my TekSavvy 30/5 plan Acanac had 60/10, with no installation fee and I could reuse my existing modem. The cap is 175 GB, my TekSavvy cap was originally 150 GB and recently raised to 200 GB. I only once exceeded 150 GB so 175 GB would suit me fine.

Plus 60/10 is the maximum speed Rogers will allow with a 8x4 modem. They are eliminating this speed profile in order to get rid of 8x4 modems on higher speeds. However this plan is grandfathered if you sign up before the discontinuation date.

I had a few pre-sales questions which I sent in by e-mail. Unfortunately it took a week to get an answer! However I sorted things out using contacts on this forum, who were very quick and helpful. They suggested I call questions in and indeed, I got an answer right away if I called rather than e-mailed.

Unfortunately Rogers really screwed up the installation. Switching from one IISP to another using the same modem is fraught with complication and lots of opportunities for error. I won't get into details because none of these problems were Acanac's fault, but I did have a week of downtime before my new connection was active.

To resolve these problems I had to call in to technical support several times. There was usually a less than 5 minute wait and the service people I spoke to seemed to know what they were doing. Unfortunately I had a case where an agent informed me they were creating a ticket but when I called in a few days later to cancel the ticket (my fault, I resolved it on my own) I was told no ticket had been created. Good thing I didn't actually have an issue as it turned out no one was looking at it.

I am getting the full 60/10. I'm noticing higher ping times in speed tests here on DSLReports, but I believe this is a routing issue to DSLReports' limited speed test servers in Canada - when I try a speed test at speedtest.net I'm getting 19 ms. No concerns here.

I'm very pleased that I can get twice the speed I had before for $2 more a month. I'm also pleased that I'm grandfathered into a plan that was the fastest available for my modem, and I'm also pleased that I can continue with Zazeen TV and make changes to it as well.

member for 20.6 years, 3335 visits, last login: 12 days ago
lodged 6.8 years ago

ahmedacanac
join:2017-07-06
Richmond Hill, ON

ahmedacanac

Member

Acanac ISP (Internet and Home Phone)

Poor internet and phone service, just cancelled today after we had called on Monday July 3rd and hoping that as agreed over the phone with their customer service representative that the technician would show up today at 5 pm. Nobody showed up and we had call and talk Ahmed (no last name was given, as he mentioned that he is the only Ahmed in the customer service department). He had mentioned that it must have been a misunderstanding and inquired "what is the point to check the phone conversation I had on July 3rd where I was told on July 6th (today @ 5 pm) I will get a technician at my place for troubleshooting the internet service where we are getting 1 mbps for the past 2 months (30 mbps high speed plan is what I purchased).

By far the worst customer and internet and home phone service. We have finally cancelled the internet and home phone service today.

Stay away from this company!!!!!

Review by SabSuffren See Profile

  • Location: undisclosed location
  • Cost: $50 per month (12 month contract)
  • No Cap
The worst experience forever. Never choose ACANAC !!!!! Very bad service. I did not have internet service for more than 6 months

The worst experience forever. Never choose ACANAC !!!!! Very bad service. I did not have internet service for more than 6 months, nobody did anything other than tell me it was my fault (or that of my modem, or my computer or my cable). A technician finally came, and they refused to refund me the months without service by their fault.

member for 6.9 years, driveby review (so far)
lodged 6.9 years ago

markie58
join:2009-04-24
Chateauguay, QC

2 recommendations

markie58

Member

The worst experience forever

Six months EH!! Seems very much exaggerated or you are the most patient person in the world.






Review by mugugaibu See Profile

  • Location: Breslau, ON, Canada
  • Cost: $52 per month (12 month contract)
  • Install: about 4 days
  • No Cap
Set it and forget it. Once up and running it has just worked. I have had very few outages.
Customer service could use some work. But considering I haven't had to call them often.
I have been a customer since 2005 and had only one serious outage (2009) that lasted a few days. Overall a solid ISP.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I set up the connection and it has been running solidly ever since. A few minor outages (and one large on many years back). Customer service could use some improvement, but seeing as I haven't had too much interaction with them, I have no complaints.

member for 7.3 years, 1 visits, last login: 7.1 years ago
lodged 7.3 years ago

SabSuffren
join:2017-04-25

SabSuffren

Member

Never choose ACANAC!!!

The worst experience forever. Never choose ACANAC !!!!! Very bad service. I did not have internet service for more than 6 months, nobody did anything other than tell me it was my fault (or that of my modem, or my computer or my cable). A technician finally came, and they refused to refund me the months without service by their fault.






Review by Alexein See Profile

  • Location: Mississauga, ON, Canada
  • Cost: $50 per month (12 month contract)
  • Install: about 20 days
Speed is consistent, uptime is consistent
Support guys mistake cost me an upgrade, they won't fix it
Felt lied to and cheated. Not returning to this ISP.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

So i signed up for 28/1 cable service and things are okay so far. First year everything works like it should. I would give them a glowing review up until this point.

But a month before I have to renew, i notice the old 28/1 plan is gone and there is a new 35/3 plan in its place for the same cost. I think "awesome! i'll upgrade to that... but i better ask to make sure!" so i email and ask if i'll get the new plan, and if i'm on the old plan i say i want to upgrade. The support guys says i'm already on the new plan. I think "sweet! i guess i'll wait until my current one expires and renews to get the improved speed."

A month later the service renews and i check my speeds to find i'm still on the old plan. Funny, my *bill* even says i'm on the new plan. I email them and ask whats up. They now tell me you only get the old speeds. If you want the new speeds you have to specifically ask to get the new plan. WTF? So even if my bill says i'm on the new plan that i get the old speeds? What kind of a fucking lie is that? I specifically had *asked* if i'm on the old plan and that if i was, i wanted an upgrade. The old guy tells me i'm on the new plan so why would i "specifically ask" for the new plan? What kind of a deceptive run-around is this? I'm supposed to be psychic and know that the new plan is actually the old plan? New support guy implies the old guy made a mistake.

So because of a mistake i have a bill that tells me i'm on the new plan, but speeds on the old plan.

I check again about the new plan and i find now the new plan is more expensive today than when i had applied. Was that the trick? they didn't want to give me the new plan at the agreed price so they simply say they "made a mistake" and keep me on the old plan despite my *bill* saying its the new plan?

Can't even cancel the service now because its not within the 30 day guarantee.

Overall, they were a good company until they decided to fuck up like that. I don't know if it was an honest mistake or an intentional deception. I think the latter because they refuse to fix it, citing they don't offer the new plan at the agreed price any more... So why the fuck does my bill keep saying i'm on the new plan? How can THAT be a mistake?

Doubt I'll be returning to this ISP.

EDIT: 8/2/2014 - I feel even crappier that i found out someone else got automatically upgraded without asking ( »Review of Acanac by ggyl ) while i was refused to be upgraded even though i asked for it.

EDIT: 8/6/2014 - Even stupider is that as i cancel, they are prorating the time used on the more expensive NEW plan rather than the cheaper old plan (that i'm actually on and actually paid for at that rate). The money gouging just doesn't stop with Acanac.

EDIT: (Fixing grammar)

member for 9.7 years, 28 visits, last login: 7.3 years ago
updated 7.4 years ago


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

Fergless

Premium Member

Higher Speed.

Sorry to hear that Alexein, if you had let us know ahead of time, before the old plan was no longer available from the carrier, we could have put you on the higher speed no problem.

TY
Alexein
join:2014-07-12

Alexein

Member

Re: Higher Speed.

This would be reasonable if there was some warning or email saying that the old plan was going to be discontinued. I got no such warning. The only thing i could reasonably do was email when i was due to renew... which i did.

So... I'm supposed to be psychic and know that the old plan would no longer be available and tell you before it's gone.

Right... I guess it's my fault. I was born without psychic power.

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

Fergless

Premium Member

Can your post your ticket # referring to this, I'd like to see what went wrong here.
Alexein
join:2014-07-12

Alexein

Member

Re: Higher Speed.

Apologies for the late reply. I only check this every few days.

First ticket#: UUD-42667

where I ask about the plans and ask to be upgraded if i'm on the old plan.

At this point in time the old plan was no longer offered and thus why asked about the plans. I didn't let Acanac know i wanted the upgraded plan before the old plan was discontinued *because* i didn't know it was going to be discontinued. Like i said, i don't have the benefits of psychic power.

Anyway, the support guy says i'm on the new plan, i don't push the matter because I have the honest good faith belief that's he actually MEANT i'm on the new plan, and not some weird trick where i am not. How does anyone expect me to know differently at this point?

Second ticket#: AIH-68086

Where i start complaining about the speed, and after a lot of confusion (not really this support guy's fault, neither of us quite knew what was going on until the end), we figure it out.

Overall, if it's the customer's duty to upgrade their plans before they are changed then it's only reasonable that the customers are warned, particularly by email, about upcoming changes to their plans. At the very least the first support should have just outright SAID "no, you're not on the new plan, you're stuck, too bad!". At least that would have been honest. I walked away from the first ticket thinking i would get the new plan. Even the *bill* says i'm on the new plan. Everything smells of the new plan, but it's not. how am i supposed to know the difference? Especially *before* it becomes too late to change it?
Alexein

2 edits

Alexein

Member

Re: Higher Speed.

(delete, mistaken post)
Alexein

Alexein to Fergless

Member

to Fergless
It's been two weeks Fergless, i guess you checked and couldn't do anything about it?

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

Fergless

Premium Member

Re: Higher Speed.

Hi Alexein

The problem here is when a customer asks what speed they are on, a rep will look on the account and only see what speed plan they're being charged for, not what they may be actually getting. So they can't accurately say. This is due to not having full access to the Cable Portal.
Alexein
join:2014-07-12

Alexein

Member

Re: Higher Speed.

Gotcha, so a shortcoming in Acanac's system means that they are not responsible for misleading clients. Somehow the client has to have psychic power to know this shortcoming exists and also know exactly what questions to ask. A client who doesn't know this shortcoming exists will get screwed over when asking about their speed and specifying they want better speed.

What really gets me is that even if i did know (psychically somehow) and asked for the new plan, how is the *rep* going to know to change it when they open my account and see that i'm on the new plan? You just told me even the *rep* can't know due the shortcomings of the system. So there is no possible way for the client to get the new plan. If somehow the rep did know, that's even worse because then why didn't they tell me?

Why even have a such a shitty system if not to screw people over and then blame the errors on said system to avoid responsibility?

Bottom line, Acanac won't fix a mistake they set themselves up to make.

Even shittier is that i'm in the process of cancelling, and Acanac is prorating the time already used on the new, more expensive plan, rather than the older plan i am actually on and charged for. It's only a few dollars so i'm not kicking up mud about it but it just highlights how messed up Acanac's system is.

(I want to say I'm not angry at you or any of the original support reps, I once had to work support lines too once and defend my company's shitty policies. Hated every part of it. I'm just very angry at Acanac for not taking responsibility for an error they created.)

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

Fergless

Premium Member

Tks Alexein

I'll check in the morning.
Fergless

Fergless

Premium Member

I always use »www.speedtest.net/ to see what my speeds are.

If I felt I wasn't getting the correct speeds, I'd open a slow speed ticket.
Alexein
join:2014-07-12

2 edits

Alexein

Member

Re: Higher Speed.

That's EXACTLY what i did already back in june, that's ticket: AIH-68086

Which eventually evolved into an argument over what plan i was on since the explanation was that i was never upgraded despite being told i was.

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

Fergless

Premium Member

Re: Higher Speed.

Bad timing Really. The plan was no longer available from the carrier at that time.

Staff should make it clear to customers they can only see what speed you're being billed for. They have no way of knowing what speeds you are actually getting.

If it was still available from the carrier you would be on it.
Neil K
join:2014-05-07
Canada

Neil K

Member

Acanac

"I don't know if it was an honest mistake or an intentional deception. I think the latter because they refuse to fix it, citing they don't offer the new plan at the agreed price any more."

In the ISP scheme of things the mistake is only honest if the customer was unintentionally credited in some way.

If the company gains a profit from the "error" then it was definitely not one. Ditto if the details of the plan are not plainly spelled out in the user agreement, or are otherwise too vague.

Hard to believe they pay people to come up with all these nickel and diming schemes....sad really.

You could always cancel the service as their reward for their policies.

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

Fergless

Premium Member

Plans Prices

Plans and prices have changed for all the Indies. As the carriers change plans we have no choice but to offer what they do.

If the plan is no longer available from the carrier, we simply can not offer it or we definitely would.

TY
Neil K
join:2014-05-07
Canada

Neil K

Member

Re: Plans Prices

Nice way of excusing what is basically a hard sell, Fergless.

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

Fergless

Premium Member

Re: Plans Prices

said by Neil K:

Nice way of excusing what is basically a hard sell, Fergless.

Care to translate?
Neil K
join:2014-05-07
Canada

Neil K

Member

Re: Plans Prices

lol...google "hard sell", Fergless

I think the customer here knows what I'm referring to.

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

Fergless

Premium Member

Re: Plans Prices

I would like to be in the loop as well A ticket # referencing this would be nice.

Anon37ea2
@ctionscanada.gc.ca

Anon37ea2

Anon

Lower prices coming for Acanac?

Now that the CRTC is lowering prices that resellers pay.. will Acanac lower their prices to it's customers?
www.cbc.ca/news/business ··· .3794839)

I've been a loyal customer of Acanac for over 6 years and I've gotten 1-2 letters in the past saying you are raising prices due to price of using internet from resellers are going up. Well, now that they are going down, will you follow suit and lower our prices? Or will Acanac simply pocket the money?

Thank you,

Erik

Review by pazzle See Profile

  • Location: Verdun, QC, Canada
  • Cost: $40 per month (12 month contract)
nothing, compared to other ISPs
no 100GB, no free vpn
Acanac is not what it was a couple of year ago
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

It's been 3 year I'm with Acanac and had almost no problems...
But recently I have received my invoice for the next year and price changed.
So, the only guy from billing department, who is answering once in 2-5 days, told me that I was moved to new plan with new price.
1. I was never notified about this!
2. I still have old speed (5Mbps, instead of 6Mbps I'm paying for)
3. I can't get my new plan, no one replies to me.

UPDATE: 2 weeks later my profile was raised to 6Mbps, thanks to numerous emails, sent by me and Jina from phone support.

UPDATE 2: I moved to Ebox, better price, same speed. Acanac has no more free vpn and no 100GB storage.

member for 11.6 years, 8 visits, last login: 7.9 years ago
updated 7.8 years ago


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

Fergless

Premium Member

Price Changed etc.

Hi pazzle
quote:
But recently I have received my invoice for the next year and price changed. I was never notified about this!
Yes accounts renew automatically and the regular price (as you had the promo for the first year) kicks in.
quote:
I still have old speed (5Mbps, instead of 6Mbps I'm paying for)
You can get it bumped up to 6Mbps if your line will support it, just email support@acanac.com with your request.
If you need to go on the 12 or 16Mbps plans you can upgrade to that by emailing billing@acanac.com
quote:
I can't get my new plan, no one replies to me.
If you have a ticket open, please IM it to me with your DSL Username, and the last 4#'s on your Credit Card.

PS:
Chances are when you talked to the guy in billing it was a guy from support, billing has more than 1 person, they can be reached by emailing billing@acanac.com.
pazzle
join:2012-08-20

pazzle

Member

Re: Price Changed etc.

You didn't read my review.
I had a 5Mbps plan, and you switched me to 6Mbps without notice!! Do you understand that?
So, now I pay for 6Mpbs, but still have 5Mbps.
But, I don't need your 6Mbps plan, I was fine with 5Mbps, and nobody notified me about that change.

I have contacted billing 5 months ago, and Roghieh replied to me.
I have contacted billing recently and Roghieh replied to me again. What I can see, is one person replying to emails, and I'm waiting for reply from him 3 days already.
I have sent email to tech support, and it's been 8 hour already without reply.
I have spent 2 hours over the phone today, waiting for my "next available representative", and call was dropped, when I was 8th.

Your customer support is horrible and it's been for months already according to previous reviews.

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

3 edits

Fergless

Premium Member

Yes I read your Review.

said by "pazzle" :
I had a 5Mbps plan, and you switched me to 6Mbps without notice!! Do you understand that?
So, now I pay for 6Mpbs, but still have 5Mbps.
But, I don't need your 6Mbps plan, I was fine with 5Mbps, and nobody notified me about that change.
The switch from 5Mbps to 6Mbps was an upgrade from Bell to everyone on 5Mbps DSL. There is no extra charge for it.
»Bell Notice: Upgrade from 5Mbps to 6Mbps.

After your first year's service you no longer get the Promo Price and the price you pay is the regular price.
For example $37.95/month (regular price) $32.95 (Promo Price)
So in summary, you are not paying for the increase in speed 5Mbps to 6Mbps. You are however at the regular price now.
pazzle
join:2012-08-20

pazzle

Member

Re: Yes I read your Review.

I'm 3 YEARS with Acanac, first year promo already passed 2 year ago!
I was paying regular price for 5Mbps plan.
The regular price for 5Mbps was $407.40 per year or $33.95 per month.
Now you charge 37.95/month for 6Mbps what is $455.40/year.
It's not about a promo, it's just extra charge for nothing, as I still have my 5 Mbps, while my line supports up to 24Mbps.

Neither Roghieh from billing nor anyone from tech support still didn't reply to me emails.

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

2 edits

Fergless

Premium Member

Re: Yes I read your Review.

quote:
It's not about a promo, it's just extra charge for nothing, as I still have my 5 Mbps, while my line supports up to 24Mbps.
Actually the rates have gone up across the board, not specific to Acanac, but due to the CRTC rulings and the Incumbents.
That`s why you`re seeing the price increase.

So again it`s not an additional charge for 6Mbps, it`s free.

If you can IM me your Account Username, Ticket Number and the last 4 numbers on your Credit Card I can see whats going on for you.
pazzle
join:2012-08-20

pazzle

Member

Re: Yes I read your Review.

So, you wasn't reading my review, as you reply is different now.

This is great, Fergless, that you can speed up the process, but I want to have a normal customer support all the time, not only when I write bad reviews on dslreports.com.

So, 4 days with no reply from billing, 1 day without reply from tech support. Keep waiting...

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

Fergless

Premium Member

Re: Yes I read your Review.

No problem, my offer is still open.

Do you understand why the rates have gone up now.

Also if you need help there`s another forum available.
Acanac Community Forum.
pazzle
join:2012-08-20

pazzle

Member

Re: Yes I read your Review.

Thank you for explanation and offer.
pazzle

pazzle to Fergless

Member

to Fergless
Awesome, 1 day later I have received useless reply from tech support saying Co is too far from me.

According to Bell, my line supports upto 24Mbps.
My modem supports upto 24 Mbps too.

Now, please check the image and tell me, Fergless, is it line problem, or you just forgot to set 6Mbps for my account?
»i45.tinypic.com/i50jl1.jpg

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

Fergless

Premium Member

Re: Yes I read your Review.

Your sync rate is 5056/800

Most customers had their profiles bumped to 6016/800 automatically but those that weren't just had to ask for their profiles to be raised. Which you did Right.

What`s important is your Attenuation and Noise Margins.
They would determine if your line was good enough for the upgrade.

Can you find the Attenuation and Noise Margins in your Modem Stats and post them for me.
pazzle
join:2012-08-20

pazzle

Member

Re: Yes I read your Review.

I don't think I have this info in my modem, but I have this nice poster from bell:
»i47.tinypic.com/2ihl5rb.jpg
pazzle

pazzle to Fergless

Member

to Fergless
Your customer service keep saying that my line can't support more then 5Mbps.
I just wonder, why does Bell think different???
»i47.tinypic.com/2ihl5rb.jpg

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

Fergless

Premium Member

Re: Yes I read your Review.

Probably because support can see your line stats and they are not good enough to maintain the higher profile and be stable.

Hard to say what Bell can offer you.
pazzle
join:2012-08-20

pazzle

Member

Re: Yes I read your Review.

I can say, what Bell can offer me:
»i49.tinypic.com/o5qfia.jpg

If you can not, how about switch me to old plan, and make a refund?

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

Fergless

Premium Member

Re: Yes I read your Review.

Your Image didn't show up.

The old plan is now 6Mbps if your line can handle it, there would be no refund as there's no extra charge for it.

We can offer up to 16Mbps on the DSL Gold Plan.

Check out the website it's all there.
pazzle
join:2012-08-20

pazzle

Member

Re: Yes I read your Review.

My line can handle it, I'm just waiting when you switch me to plan.
Correct image: »i50.tinypic.com/2ztix3s.jpg

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

2 edits

Fergless

Premium Member

Re: Yes I read your Review.

We cant offer you what Bell can, the highest we have right now is 16Mbps Gold Plan, you would need to order it.

Quebec Rate $46.95/mth + Install Fee $75.95 + Tax.
That's the Yearly term rate so that would be 12 months up front.

PS You could use your existing Modem/Router with that.
pazzle
join:2012-08-20

pazzle

Member

Re: Yes I read your Review.

can you offer me my current plan, please, ie 6Mbps, not 5?
that would be really nice!
pazzle

pazzle

Member

Re: Yes I read your Review.

I mean, my profile is still 5Mbps, it wasn't raised to 6Mbps, and customer support is useless. Why?

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

Fergless to pazzle

Premium Member

to pazzle
If your line won't handle it since you're too far from the CO there's no way to get the 6Mbps. Support has told you that already.

If you PM me your Account info as I asked before I can have your line double checked. Just to be sure.
pazzle
join:2012-08-20

pazzle

Member

Re: Yes I read your Review.

bell can give me 25Mbps, you can't give me even 6Mbps, because I'm too far from CO.
are you serious???

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

3 edits

Fergless

Premium Member

Yes I`m serious :)

quote:
bell can give me 25Mbps, you can't give me even 6Mbps, because I'm too far from CO.
are you serious???
It`s different than regular DSL
All you can get on regular DSL is up to 6Mbps What Bell is offering is not Regular DSL.

As I said before we can offer up to 16Mbps FTTN (Fiber to the Node)

If you went with Bell`s 25Mbps plan you`d also need a new Bell Modem.
Fergless

Fergless to pazzle

Premium Member

to pazzle

Bell

Are you aware that Acanac uses Bells lines.

Bell will not raise the profile if it will become unstable, that`s what I`m assuming is happening in your case.

So it`s Bell, not Acanac holding you back from getting the 6Mbps.
pazzle
join:2012-08-20

pazzle

Member

Re: Bell

Two weeks later.... something impossible happened!
»i46.tinypic.com/2wreyia.jpg

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

Fergless

Premium Member

Re: Bell

Amazing

Neowarex
@distributel.net

Neowarex

Anon

I don't know if he gets it

Hello,

I just wanted to help clarify the communication issues if I can. Dear pazzle, what Fergless is trying to say is that, as seen from your chat with Bell, Bell is telling you that you can get 25 mbit with the Fibe connection which is not DSL but with Fiber, so different connection type, of course you'll be charged an arm and a leg for it in addition to having limited bandwidth.

Other then that, Acanac will give you the same connection speed as Bell can with DSL and the price change was because of Bell and other hungry ISPs asking CRTC to increase the prices, which is why it's more expensive now.

I hope I was able to explain it properly.

Thanks,

Neo
pazzle
join:2012-08-20

pazzle

Member

Re: I don't know if he gets it

I was asking Bell about DSL, looks like they didn't get it.
No need to tell me, how expensive Bell is, this is the reason I'm with Acanac.

And, yes, it's better to notify your clients about any changes in advance, I don't have time to read news about that.

Thank you.

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

Fergless

Premium Member

2 weeks later my profile was raised to 6Mbps

said by "pazzle" :
UPDATE: 2 weeks later my profile was raised to 6Mbps, thanks to numerous emails, sent by me and Jina from phone support.

Glad to hear that pazzle