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<title>Acanac users forum forum - dslreports.com community</title>
<link>http://www.dslreports.com/forum/cover,2744</link>
<description>Acanac users forum forum current topics</description>
<language>en</language>
<copyright>Copyright 2007, dslreports.com</copyright>
<pubDate>Wed, 08 Feb 2012 19:02:11 EDT</pubDate>
<lastBuildDate>Wed, 08 Feb 2012 19:02:11 EDT</lastBuildDate>

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<item>
<title>New Acanac customer</title>
<link>http://www.dslreports.com/forum/remark,26842357</link>
<description><![CDATA[I just signed up for DSL but my present provider will not disconnect me for 30 days.
I received my confirmation of the order and it says that the new service will be connected in 4 to 7 days. This despite my note on the order form not to connect until Feb 29.
Is this going to cause a problem? If so what can be done? Thanks for your help.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26842357</guid>
<pubDate>2012-02-01 22:18:31</pubDate>
</item>

<item>
<title>Cambridge area for Acanac cable</title>
<link>http://www.dslreports.com/forum/remark,26869965</link>
<description><![CDATA[I currently have stable DSL with Teksavvy but now that throttling is going away I am considering switching to cable.  Teksavvy has a stop sell order in my area (south end of Cambridge) until there is better consistent performance.  Kudos to them for not selling me an inferior product until it's ready.
Question is does Acanac have the same performance issues since it's really a bottleneck on Rogers Junction in Kitchener.   Can any Cambridge Acanac customer comment on their experience of reliability and lowest speed they've encountered?]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26869965</guid>
<pubDate>2012-02-08 15:45:09</pubDate>
</item>

<item>
<title>Acanac Internet, BE CAREFUL!</title>
<link>http://www.dslreports.com/forum/remark,26866221</link>
<description><![CDATA[Be careful when you sign up with acanac you pay all service up front, if something happend and you want to cancel the service you will never get your money back, i have been calling them since July 2011 and until now Feb 7, 2012 still could not get my refund.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26866221</guid>
<pubDate>2012-02-07 19:12:21</pubDate>
</item>

<item>
<title>NO Loyalty from Acanac, for 4-year customer ?!</title>
<link>http://www.dslreports.com/forum/remark,26860684</link>
<description><![CDATA[ I don't know where to start. ?

Acanac-Sales doesn't know what acanac-support is doing, and acanac-support doesn't know what acanac-billing is doing, and acanac-billing doesn't know what acanac-info/accounting/voip/emergency is doing, and ..., get it ?!
 Is it really that bad. ?
 Unfortunately, it is.
 Have the tables been slowly turning where Bell and Rogers "support" is actually better than Acanac ?

 Well, after 4 years with Acanac, dutifully letting them scavenge my VISA, for the FULL yearly contract(s) ?, every year, I gotta say a resounding YES, acanac is that bad these days.
wow.
 Loyalty?, with acanac, does NOT exist?
Their community Forums, sponsored by baseness such as only fan-bots of acanac are the only moderators that actually exist there ?! - yep Fergless.
 Hi Paul, how you doin' man ?

 Now, 3-4 years ago you "could" actually call a real "Billing" person, but NO, these days, only "Sales" is open for "business" ?
 - Lol.

... got a Billing problem with acanac ? -sry -email only.
... got a Support problem with acanac ? -sry- -email only
... got a VOIP problem with acanac ? -sry- -email only.
... oh ya, and acanac is basically "closed-down" every weekend ?  -Lol.
 it's shamefully pathetic.

But, is it really my fault? -Heck ya !
 Soooo, Hey, buyer-beware, word-O-warning, -You will get what you pay for - with these guys. But that's all.
 Oh ya.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26860684</guid>
<pubDate>2012-02-06 16:27:32</pubDate>
</item>

<item>
<title>Terrible support and almost impossible to get your refund</title>
<link>http://www.dslreports.com/forum/remark,26822902</link>
<description><![CDATA[This topic is for new subscribers to know what they will get when dealing with Acanac.

I'm so tired of writing hundreds emails so I won't write everything here.

Just take a look at this topic in their community forums and you will know my situation (hope nobody will delete it):
https://community.acanac.com/Acanac/viewtopic.php?f=21&t=20993

Some facts:

1) They don't have a support line for billing. It means if you have some problems with money between you and them, you will have trouble. You have to contact them by email.

2) They say you will receive a reply for your ticket (email) after 24-48 business hours. It means one week for one reply. And a reply is usually a general, machine-like reply. So after one month, you will receive 4 or 5 replies and none of them are helpful.

3) Their tech supports are not trained. I believe if you can read this post, you should have some basic knowledge of your internet service (know how to reset a modem - unplug and plug it again - is a basic knowledge) All their 1st level tech supports will tell you to do basic things like that.

4) They have 2nd level tech supports who never receive calls. They will call you when they are instructed from their supervisors. Maybe they are a little better than the 1st level but they are liars. If your problem can't be solved, they say they will call back and it will never happen (I wonder if they know how to use a calendar, let alone all the technical stuffs)

5) The most suspicious thing: when you want to cancel and get a refund. It will take them a week to reply to your request and the reply is 'what's your reason to cancel?'. After you answer to their question, it will take two weeks for some useless conversations and then suddenly they stop replying. It's like they forget your request and ignore you.

6) If you pay one year up front (like me), there are more chances that you will get little or no support and they will ignore you (it's obvious, they have your money already, why do they care?)

7) In my case, I am still waiting for my refund (don't know when) and I think they will give me back my money (because if not, they steal from me and they will be criminals) But the time (which I can never get back) and money I have wasted are not worth it.

...


They are cheap, of course, but you should pray that you will never have any problem because if you have, it will be a nightmare. Think about 'cheap' in many different aspects, not only in price.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26822902</guid>
<pubDate>2012-01-27 19:43:05</pubDate>
</item>

<item>
<title>Not even getting close to 24Mbps...</title>
<link>http://www.dslreports.com/forum/remark,26759990</link>
<description><![CDATA[I ordered the 24Mbps/1Mbps service - However, I'm not even getting close to 24Mbps down at all... The only time I achieved a speed close to that was the very first test right after the cable install. A minute after that when I tested again, it was all averaging about 8Mbps... And at peak times, it drops to 2 to 3Mbps...

Now I have tried even off peak times and I don't even achieve pass the 20Mbps mark... So why am I paying for a 24Mbps package when the speeds cannot even hit close to that? Maybe you can help answer that Lynn... or anyone else that is experiencing this... and please don't say it's due to congestion as I have already mentioned that I've tried it off peak hours... 

Thanks...]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26759990</guid>
<pubDate>2012-01-12 10:44:28</pubDate>
</item>

<item>
<title>New customer - Modem Syncs up/down but does not acquire DHCP</title>
<link>http://www.dslreports.com/forum/remark,26819795</link>
<description><![CDATA[[This is a copy-paste of a post I put on the Acanac forums.  Located here:  https://community.acanac.com/acanac/viewtopic.php?f=102&t=21193  After the copy-paste, I'm going to add some complaining that I would be afraid to put on their official forum for fear of the post getting deleted]

Hi. I'm a new customer, and I'm having some trouble getting online. Here's a timeline for background:

4+ years ago: had rogers, then switched to Bell
1 year ago: Switched back to rogers, and got a new modem
Jan 17: Rogers scheduled to go offline this day, scheduled with Acanac for an activation on the 18th. Gave back my modem to rogers.
Jan 18: Sync cut out entirely. Pulled out my modem. It's 4 years old but it's known to have been working the last time I used it. Modem reported no upstream, no downstream.
Today, Jan 26: Rogers finally comes out and fixes the line, but now I have a new problem:

My Motorola SB5100 modem acquires sync with the following stats, gleaned from the modem's web interface:
Downstream Frequency: Cycles, and seems to like to lock in at 609000000 Hz Locked
Downstream Signal/Noise Ratio: (varies) 39 dB
Downstream Power Level: (varies) -3 dB
Upstream Channel ID: 3
Frequency: 31296000 Hz Ranged
Power Level 38 dBmV

Also the modem interface shows me:
'Acquire Downstream Channel' succeeds
'Obtain Upstream Parameters' succeeds
and once it attempts 'Establish IP Connectivity with DHCP' it starts all over again at step 1.

This appears in the logs:
"DHCP FAILED - Discover sent, no offer recieved"

Modem lights:
Recv blinks slow
Recv blinks fast
Recv solid, Send blinks
Recv solid, Send solid, Online blinking
Starts over from the beginning.

It appears that my modem is not properly registered on the cable network (i.e. it's not successfully reaching DHCP either because Rogers is not routing it to Acanac properly, or else Acanac is not responding properly)

Can anyone with experience with cable tell me if this is the case? I would like to know, if my modem is unregistered, would it fail to get DHCP (FYI to anyone who wants to answer prematurely, this is the modem trying to get DHCP on the cable network, not my computer trying to get DHCP from the internet)

It's possible if there's a registration problem, it should be getting past the DHCP stage, but failing in the TFTP stage, in which case I think the online light would go solid, I just wouldn't get internet. It would be nice to hear back from Acanac exactly what I should expect if my modem is working or not.

Tech support tells me:
If my online light doesn't go solid, I have to either call rogers out to inspect my line (They did. Today. The line is fine, they showed me their signal tester. Also my modem is telling me the line is fine too), or else replace my modem. They would not let me escalate to their cable team.

Interestingly enough, one time I called in, while the line was completely down, someone actually said they were going to remotely investigate the problem in the cable system (!!!), it turned out they couldn't see my modem at all (Which in retrospect makes sense. The rogers tech told me the cable was disconnected inside the cable box. Probably the result of a disconnect order when I quit rogers internet.) so apparently at least one of the techs at Acanac has access to a tool which can query cable modems through the cable network, however, try and try as I might to get that level of tech support service, I can't. I'm told there are two choices for me. Another line check, or a new modem. Period.

If anyone has any insights in how to get them to investigate the cable network again, please tell me!]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26819795</guid>
<pubDate>2012-01-27 09:49:37</pubDate>
</item>

<item>
<title>2 months refund only 8.86?</title>
<link>http://www.dslreports.com/forum/remark,26860430</link>
<description><![CDATA[I was supposed to get 2 months worth in refunds in a cheque, however I received one for only  8.86. At 33 dollars a month before tax, I should receive atleast 66 right? I didn't see any cancellation fees in the user agreement either. If this is a mistake could I get this corrected? ]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26860430</guid>
<pubDate>2012-02-06 15:38:45</pubDate>
</item>

<item>
<title>Acanac does not care. 9th day and modem still processing?</title>
<link>http://www.dslreports.com/forum/remark,26760360</link>
<description><![CDATA[I'm a 3rd year Acanac DSL customer.

I called Acanac on Jan 3rd about my internet being down. They said its probably my modem's fault since it's 2 years old so they will ship me a new modem. I definitely know that it's not my modem's fault but I go along with it anyways because I assume that it wouldn't take long for my new modem to arrive. And once the new modem arrive and my internet is still down then they will send a bell tech over to check my telephone line.

I called 3 times previously on the 4th, 6th, 9th and finally again today on the 12th asking them why I haven't even gotten a fedex shipping # yet to check the shipping status of my modem. Every single phone call I get the following response "The modem is still processing it should ship soon".

Now I think Acanac don't even care about helping long time customers like myself. Definitely considering not renewing my contract with Acanac for a 4th year if I don't see some movement with my modem by tomorrow.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26760360</guid>
<pubDate>2012-01-12 11:47:01</pubDate>
</item>

<item>
<title>Acanac Customer Service</title>
<link>http://www.dslreports.com/forum/remark,26849747</link>
<description><![CDATA[Just ranting out my frustration here.

Called in January 16th to have my dsl service activated by them on February 2nd. Had my bell internet set to be canceled on February 1st.

Called in on February 1st to inquire about it, was told it will be online between 12-5pm by tomorrow.

So i called again yesterday and was told sorry according to their system it should be February 27th..  So yeah tried asking what the heck happened and the tech simply replied i don't know, try calling again tomorrow.

I'm at school this morning, so my father called and was told same thing "they don't know",  when he request to speak to a supervisor, the girl customer rep simply hang up the phone on him.

So i tried to a few minutes ago myself, answered their question with phone number, last 4 digit of card etc. Then she hang up the phone on me....
I'm guessing as soon as the lady found out about the issue and remembered that my father called earlier, she hang up.

So yeah, wtf service? And of course, a little bit of googling which brought me here.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26849747</guid>
<pubDate>2012-02-03 12:49:33</pubDate>
</item>

<item>
<title>Acanac Problems</title>
<link>http://www.dslreports.com/forum/remark,26792179</link>
<description><![CDATA[I signed up to acanac for a year without a problem. They automatically billed the credit card for a second year but that is not surprising. I paid for August 2011 until August 2012. I moved November first and sent an email previously - yes to an address given by acanac that doesn't actually exist - moving@acanac. I phoned in to be sure the account would be hooked up at the new address and three months later I am still without service. For a month I had no access to internet (I am a research student) and no access to telephone (including 911). I finally cancelled the account as I obviously cannot live without either. I was immediately promised a refund. Two months later I have no refund. I have phoned repeatedly and emailed repeatedly. The phone calls are useless as they keep telling me they cannot do anything about it and cannot reach anyone else in the company. How useless but incredibly frustrating. I finally asked for a reinstatement of the account. I keep getting tickets opened and then closed without resolution. This is fraudulent business practice and I have little recourse except to provide negative feedback in as many places as possible. Not surprisingly, I am finding an incredible number of similar stories. The Better Business Bureau reports 143 complaints (plus mine) and that is just those who take the time to complain. Other websites, as I see on this one, has many, many frustrated people. This company will likely keep the $525 refund they promised me and do nothing about it. How is that not theft?

DO NOT DEAL WITH ACANAC]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26792179</guid>
<pubDate>2012-01-20 11:16:00</pubDate>
</item>

<item>
<title>good news, crtc refuse the delay bell asked</title>
<link>http://www.dslreports.com/forum/remark,26822596</link>
<description><![CDATA[http://www.dslreports.com/forum/r26821284-Feb-1-date-is-a-go-no-penality-for-mixed-traffic-interim-]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26822596</guid>
<pubDate>2012-01-27 18:29:46</pubDate>
</item>

<item>
<title>Acanac voip service</title>
<link>http://www.dslreports.com/forum/remark,26816172</link>
<description><![CDATA[acanac has limitation on the number phone numbers you can call every month (50 numbers a month) there is also limitation on the long distance phone numbers you can dial every day (7 every day)  ..If you call a phone number oversees and you don't even get connected they count it as one and your phone would be flagged and can not use it till the next day ...I don't suggest anybody to use acanac voip service ..they have the worse service and you can not reach the VOIp department by phone you have to e.mail...They answer you in 24 hours or more..Do not get service with acanac ..they suck]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26816172</guid>
<pubDate>2012-01-26 12:45:52</pubDate>
</item>

<item>
<title>charge of 90$, but i am not a customer for about a year now</title>
<link>http://www.dslreports.com/forum/remark,26627897</link>
<description><![CDATA[Dec 1 Acanac have charge on my credit card 56.96$ and 29.95$, but i am no longer customer for about a year now.

answer from billing please note that according to our policy the bandwidth is limited for Quebec packages, so you have charged for over usage invoices.

acanac always finds a way to amaze me.

this look like i need to fight again if i want my money back, always crap whit this company ]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26627897</guid>
<pubDate>2011-12-06 21:01:49</pubDate>
</item>

<item>
<title>what is the charge for internet cable after Feb</title>
<link>http://www.dslreports.com/forum/remark,26815279</link>
<description><![CDATA[Just want to know what is charge for internet cable 12M after Feb. 2012, and is it still unlimit?

thanks]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,26815279</guid>
<pubDate>2012-01-26 09:26:36</pubDate>
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