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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>Tue, 10 Nov 2009 08:55:16 EDT</pubDate>
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<item>
<title>ACANAC failing to provide support</title>
<link>http://www.dslreports.com/forum/remark,23317214</link>
<description><![CDATA[I have placed tickets for the past 72 hours, I explained very clearly that the modem can not maintain connection, I have had to cycle the modem at leat 15 times in order to bring it back online. Some nitwit at your center replies in only one message to cycle power as he sees nothing wrong with my service. I challenge you Mr Acanac to debate with me the service quality and the response. You have not responded within 48 hours, you have not resolved the problem,when you do reply, you obviously do not read original reports as you simply do some pre-canned response, if our money is not what you need to provide proper support, then just close your shop. I challenge you to talk to me and post our discussion. I have been in support, IT for over 20 years. I been involved with Casino infrastructure designs. Bring it on I dare you. or if you think twice about it, how about just fixing my connection. Send me a modem overnight that sometimes takes weeks if at all to appear. Look, it is time to cut the crap, people can make mistakes or do something that does not work out, stop pushing the blame, take ownership of the problem. stop pushing and blaming Bell or whomever else. You are the one being paid, it is YOUR reponsibility to insure service to your customers. I would invite you to reply to my email address, but it is down, thanks to your service.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23317214</guid>
<pubDate>2009-11-09 20:51:46</pubDate>
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<item>
<title>Acanac Inc SCAM</title>
<link>http://www.dslreports.com/forum/remark,23256315</link>
<description><![CDATA[After a thorough research, I decided to obtain Internet connection from Acanac-Inc.  The speed of the connection and the unlimited data availability were what effected my decision.  Accordingly on 2009-09-21, I paid $277.35 on my credit card and purchased a one-year High Speed DSL Internet Connection from Acanac Inc. 

I was told the connection would take 7-10 business days, so I patiently waited.  After 11 business days, I stepped up and called to see why I still do not have Internet, only to find out that my order was rejected (WITHOUT NOTIFYING ME NOR REFUNDING THE $277.35 I HAVE PAID).  Then I politely asked why I was not notified and I did not get any response.  Apparently, I did not have a "dry loop" and thus Acanac Inc. found the right in themselves to reject my paid order with no notifications or refunds, waiting for me to get bugged and call in myself.  Naturally, I wanted to get transferred to the Customer Service Department, though not surprisingly, THERE IS NO CUSTOMER SERVICE DEPARTMENT in Acanac Inc.  So I asked for a refund and hung up.

Weeks later, I checked and I was not refunded! Thus, I decided to give them a second chance and called in again.  First, I called Sales Department and talked to Loretta from Sales, who told me she would transfer me to the Tech Department for the purchase of a Dry Loop.  So I got transferred to Stephan from Sales and he told me that they charged me $96 more for the Dry Loop and that I would have Internet within a week, by Thursday (2009-10-29), roughly 38 days after my initial transaction to purchase Internet.  Just to be on the safe side after the first inconvenience, I called in on 2009-10-28 and asked if everything was on schedule and if I should be expecting people at my home on Thursday.  Randy from Sales Department bounced me to Randy from Tech Department, who told me  that my order was rejected, again! Surprise, surprise... I calmly asked what the reason was, and a technical message was read to me.  When I asked him what it meant, he said he never heard of it before and that he does not know, then he stood silent.  I was perplexed as to if I should know the meaning of the technical message, and when I expressed my bewilderment to Randy, he excused himself for a couple of minutes, in which he tried to find out the meaning of the message.  He could not.  He gave me a wild guess as to what the problem might be and suggested I reorder.  I asked to speak to a supervisor and learned that there were no supervisors available, ever, then I asked to speak to anybody that could help me with customer service, and learned for the second time that there were no customer service employees available, ever.  So, I asked to get my money refunded and he said that there is no department that I can speak to, which can help me with that.  Basically, I was in a LIMBO.

Now, feeling utterly deceived, and practically robbed, I do not know where to start complaining about the serious inconveniences of Acanac Inc.  Not only I'm left without Internet for more than a month, I'm also robbed $277.35+$96 = $373.35 in total.  I have two small businesses and even in both of my two small businesses, customers are able to reach a supervisor, talk to customer service, and if they are unsatisfied, get refunded their money over the phone.  Among the thousands of different transactions I had to make throughout my life, I never dealt with an organization so amateur, deceiving, and blatantly unorganized.  I cannot start to express my lack of satisfaction, inconvenience, and frustration.

I'm being pushed to a corner with no choice but to contact and deal with Consumer's Association of Canada and Canada's Office of Consumer Affairs.

No notifications, no refunds, no service, no connection, no customer service, no supervisors! I need efficient help and I need it quick!]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23256315</guid>
<pubDate>2009-10-28 17:34:21</pubDate>
</item>

<item>
<title>Another &#x22;experience&#x22; with acanac</title>
<link>http://www.dslreports.com/forum/remark,23109723</link>
<description><![CDATA[My saga started Sept 15 and today I discovered my tticket was closed w/o solving the issues...

>
modem loosing connectivity all the time

then theirs rep suggested me to try _another_ modem -

nothing was sent my way or helpful response happened
>

hope they read this forum and do check my case: GOG-80482

next my msg will be to: billing@ asking for cancellation]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23109723</guid>
<pubDate>2009-09-30 19:46:58</pubDate>
</item>

<item>
<title>Automatically charged my credit card????</title>
<link>http://www.dslreports.com/forum/remark,23312151</link>
<description><![CDATA[Hello guys, I really need some help here. I used Acanac internet and voip phone for a year. Two days ago I received email from them saying they automatically charged my credit card for another year with new price and without even asked me. That is a shock, I always think only companies like Bxll or Rxgers will do that kind of things. I complained with them through the ticket they said since I didn't say that I want to cancel, they can charge me automatically due to the things they write on the "user agreement". I am so angry and disappointed. Is this happened to anyone of you before and any solution or suggestion for this?]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23312151</guid>
<pubDate>2009-11-08 21:41:43</pubDate>
</item>

<item>
<title>Is this what new Acanac customers can expect?</title>
<link>http://www.dslreports.com/forum/remark,23249004</link>
<description><![CDATA[First off, I want to state that I'm a big fan of giving my money to the "little guy". This is why I went with Acanac - great price, advertised a comparable service.

The following note below is a PM I sent to Paul (I have no idea whether or not he reads them) - I sent a similar message to billing. I'm giving Acanac 1 more shot to resolve this, or they can just issue me a full refund, and I'll be on my way.

The note starts below:

Phone number on the account is 416-(redacted).

Signed up for DSL home service approximately 4 weeks ago.
Modem was supposed to arrive within "a couple of days."
Modem does not arrive. Turns out you had no modems left. No one bothered to contact me to tell me.

Dry loop needs to be installed. "Bell will contact you in a couple of days to schedule."

No phone call.

Bell tech shows up the following Thursday out of the blue. I am in New York City.
He claims everything is fine. Problem though: The phone jack is in the kitchen! I need it installed elsewhere in my home.

Still no modem when I return.

Modem finally arrives 2 and a half weeks after I paid for it.

MODEM IS USED.

I paid full price for a modem, I don't care that I can get a refund when I leave Acanac. I paid for a new modem, I want a new modem.

Plug it in. Nothing works. No signal at all.

Ticket opened. Bell calls me on the 25th. Ticket opened on the 23rd.
"Earliest we can get someone there is the 27th. When are you available?"

"When's the earliest appointment?"

"I can have a tech there from 8am to 12pm."

"Great."

8AM. No phone call. 9AM. No phone call. 10AM. No phone call. 11AM. No phone call. 12PM. No phone call.

Start calling Acanac. No one can give me any answers. One of your tech support reps (by the name of Na(??)) has such poor English that he hangs up on me because I tell him numerous times I can't understand him.

1PM. Still no tech from Bell.

I gave you guys a *full year* of internet a MONTH ago.
If I went to McDonald's and paid for a Big Mac, and they told me, "Sorry, you'll have to wait 4 hours for it.", how do you think I'd react to that?

This has been unacceptable service. I understand that Acanac is a Bell reseller, but from my perspective the problems with Bell are *your* problems, not mine. I paid *Acanac*, not Bell. The lack of communication from Acanac is the biggest problem. All you guys had to do was CALL! Show your customers that you actually CARE about their business, and that we're not just dollar signs.
The fact that your CSRs can't call out is pretty astounding! Even if they did care about making sure your customers had their problems resolved, THEY CAN'T CALL!

Is this what it's going to be like the whole time I'm with Acanac? If so, forget it, and just refund my credit card.

I eagerly await your response and satisfaction on this.
Thanks,
Richard]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23249004</guid>
<pubDate>2009-10-27 13:54:44</pubDate>
</item>

<item>
<title>SPEED</title>
<link>http://www.dslreports.com/forum/remark,23289174</link>
<description><![CDATA[I just started using Acanac few days ago. My speed is 2.6/0.6 Mbps. I called support and they told me that it takes up to 10 days to synchronize with DSLAMs. Could somebody please explain this to me. You can get as technical as you wish.
Few people know about it but DSL technology was created by Israeli company called Orckit Communications. They desinged and produced first HDSL modem based on Brooktree chipset that was developed by Orckit as well. I was a part of HDSL software team developing the actual firmware for the mode. So I do know a lot about DSL technology.
I want a clear answer why 10 days are needed and what speed I can expect after so I won't waste any time.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23289174</guid>
<pubDate>2009-11-04 09:30:47</pubDate>
</item>

<item>
<title>ADSL in rural areas?</title>
<link>http://www.dslreports.com/forum/remark,23282219</link>
<description><![CDATA[Hi guys. Recently saw an ad on google that advertised that there was wireless internet from Acanac. Although the google ad was completely inaccurate, i did see your promo for ADSL broadband. I read the description of the service and it stated that this service uses "traditional" telephone lines to deliver internet. 

While that's fine and dandy, i'm not sure that regular old phone lines can provide that service. Especially to Utopia (which is 3km from Barrie). Am i wrong in assuming that "traditional" phone lines can only deliver 56k speeds? I'd like to think i'm wrong, as my Rogers portable internet service is erratic (downloads are up and down and latency is through the roof) and i would like to get something more stable. Can anyone clarify? ]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23282219</guid>
<pubDate>2009-11-02 23:17:20</pubDate>
</item>

<item>
<title>DSL down since this afternoon</title>
<link>http://www.dslreports.com/forum/remark,23287043</link>
<description><![CDATA[Wife called and informed that DSL got out of sync around 1:00PM (Red light)

I just got home and confirmed that it is not syncing.

Tried my backup DSL modem same thing.
Took both of them to my neighbour and they both are fine.

Trying to call Acanac and waiting in the queue .. says.... Caller number 16 waiting to speak with a rep.

any one having similar issue?

I am in East York]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23287043</guid>
<pubDate>2009-11-03 20:29:53</pubDate>
</item>

<item>
<title>where is my refund? ACANAC</title>
<link>http://www.dslreports.com/forum/remark,23244698</link>
<description><![CDATA[Here is my experience with Acanac:

I cancled the automatical renewed internet service immediately after I recived the bill from Acanac on Oct. 1st. They charged me one month service fee and told me the rest (around 400 dollars) will be refunded within 10 days. I waited for more than 2 weeks without seeing a penny, so I emailed them on Oct. 20th. One day later they replied that my account have been refunded on Oct. 20th. I waited for another several days but still did not see any trace of my money. Then I contacted them again. This time besides insisting that they have refunded, they said nothing. 

So where is my money. Did anyone here has the same experience of having difficulty to get money back. Caould anyone help me. I need that money.]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23244698</guid>
<pubDate>2009-10-26 17:58:40</pubDate>
</item>

<item>
<title>Why am I paying High Speed rate for Dial Up Service ???</title>
<link>http://www.dslreports.com/forum/remark,23212433</link>
<description><![CDATA[I am into my second year with acanac as my isp. For the whole first year, my max download speed was 170KB. Tech support told me that was it, there was no more speed to be had due to "that catch all - explain everything answer": my distance.

I accepted that because Rogers and Bell had just capped their unlimited accounts, and I still needed unlimited.

Funny thing though, right after I renewed for the second year I had occasion to call tech support on a matter unrelated to speed. The tech volunteered on his own that I could be getting better speed. He did some calculations and put in a ticket to bell to up the profile on my line. Within 2 hrs my speed had magically increased to 300 KB on the same line that was "incapable of more than 170 KB" in my first year.
Is that how you make up for the low rate charged for the first year, by limiting bandwidth?

Anyway, a couple months ago my modem went on the fritz. I told Tech Support it was the modem but they had me jumping through hoops, replacing phone lines etc before they sent a BELL tech out to check my line. While he was here (determining that the problem WAS my modem) he checked with BELL and informed me that my line was rated for 3Mb.

My new modem was finally shipped by Acanac (after a full week of no internet service) but when I hooked it up I was suddenly back to my old speed of 170KB. Numerous calls to tech support always got me the same answer "that's all there is" because lets face it, if the answer isn't spelled out for them on their computer screen most of these techs wouldn't know their ass from a hole in the ground.

Finally after weeks of complaining and demanding to speak to the tech supervisor I was put in touch with "Peter". 

It took a couple more weeks of nothing happening, Peter finally got BELL to increase my line speed back to the 300KB I was getting before.

That was all a couple months ago. Then this past Friday my speed dropped to 100 KB. GRRRRRRRRRRR. I called tech support who put in a ticket to Bell and today I get a call from a Bell tech who told me I can't have my old speed because it wasn't stable and he further cut my line to 512/512

Somebody is lying to me here and it is totally unacceptable. Acanac takes my money for a year up front then my service constantly degrades. Do I sound pissed? Do you think? If this isn't fixed and very fast Acanac can colour my ass GONE !!!]]></description>
<guid isPermaLink="true">http://www.dslreports.com/forum/remark,23212433</guid>
<pubDate>2009-10-20 12:14:47</pubDate>
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