Unfair business practices I worked very hard to learn the systems required for the job, and became very good at what I did, despite never being recognized for my efforts and hard work. The worst part of my experience with acanac is that their way of handling customer issues and providing service was never done as promised to the customers, therefore the customers would then call into the sales line and still not get a resolve. Customers were never able to speak to the billing department until a week before my contract ended, when we were then instructed to use #8 to transfer them over. My contract ended on the August 16th. Customers were transferred to the technical support line and waited for up to two hours, and then were disconnected because they have exceeded their wait time. They then again call the sales line with profanity and well deserved frustration. Customers were also promised installation of service dates within 12 days, waited for up to 4 weeks, and take the time off from work to then have no tech show up at all for install , and when they call back the sales line, they were again rescheduled to wait up to another two weeks. All of the above is what i mostly dealt with on my calls, and there were a few incidents that I appeared to be rude to the customers that were delivering profanity and frustration. One of those particular calls were listened to and my contract was ended. At the same time, more than 90% of my calls were successful and was handled in the most professional manner. Acanac shows no support at all for it's employees and their main focus was delivering exceptional customer service, yet they are not set up within their contracts with their providers, technical support dept ( whom I do not believe exist) to handle conflicting situations for customers. Customers would send a request via email ( as that was the only way to contact billing) and ask that their term not be renewed, and they would still get charged for another year on their credit card for up to over $700 for some plans. They would call the sales department and demand their money back and there was nothing we could do but ask them to email billing again. Some customers were practically in tears and demanded to speak to a manager to which there is none to speak to. I questioned my integrity and ethical beliefs as I worked each day. I miss earning an income, yet do not regret no longer working for Acanac because of their unfair business practices. The proof of all I have listed is also on their review list online from the real customers. The IPTV service, customers would sign up and call for status with no information to provide as it was a preordered service and as a sales agent we knew very little about zazeen TV, yet we were expected to provide exceptional service on a call about zazeen. i would not recommend anyone sign up with this company. they are dishonest and designed to elevate an individuals stress level. During my time working with them, I had to stop myself from advising customers to note sign up for their service as I was on the inside and knew the things that took place.
Internet Down for 14 Days, Long Distance Charge from Support Hello everybody,
I live in Guelph (Ontario), and my roommates and I decided to go with Acanac's 35Mbps cable package. Use of this internet started out on a pretty decent note at the beginning of September. We had very small service interruption issues which began around September 12, resulting usually in ping of approximately 400ms-500ms for several minutes before resolving itself.
On September 17th (two weeks ago exactly) our internet completely stopped working. The problem with this disconnection is that the network is still available and at full strength, however there is no internet access available.
So on the 19th (two Thursdays ago) I decided to call Acanac's toll free (1-866-281-3538) support number which they have on their website to try to figure out what was wrong. After finally having gotten through the 3 hour long wait in the phone queue, I managed to speak to a technician who ran me through several troubleshooting methods. Needless to say, these did not work, and resulted in my modem (Thomson DCM475) having all lights solid green except for a blinking US light.
After coming to this result, the technician explained to me that the issue was either being caused by the outage they were experiencing in Barrie (although this was highly unlikely he said) or it was the result of a line issue. He told me that the internet may be restored within the next few days on its own, otherwise he had a technician scheduled to come to our house on the upcoming Sunday to fix the issue manually (Sept. 22nd).
So Sunday came and went, however no technician arrived at our house to repair our internet (or even contacted us to let us know that they wouldn't be coming). Being a rather calm and patient person, I decided to wait until Tuesday (Sept. 24th) before I attempted to get through to a technician via the same toll free number as before (1-866-281-3538). Three hours later (around 7pm), I reached first in line in the phone queue, so a recording played saying that I would be transferred to the next available representative. Within a couple of seconds from this the call was dropped. When I attempted to call the number back, there was a message informing me that "due to wait times exceeding one hour" I needed to try again later.
The next day (Sept. 25) I tried yet again and got in after just over two hours. I told the technician who picked up exactly what I had gone through with the last technician to attempt to troubleshoot. When I explained how an appointment had been missed by a technician to fix our internet, the only thing I was told by the representative was, "I don't know why you were told that it would only be a few days, wait times are like at least two weeks right now. I have no idea when it could be, but I forwarded the issue to support so you should receive an update by the end of the week." This call on the 25th was the last I had heard from Acanac's support, and our internet is still disconnected with the same problem (it is now October 8th).
Throughout this whole ordeal, I have had two poorly-maintained email tickets open on the Acanac website. Yesterday I decided to send a reply to one of the open tickets expressing how distraught I am over the fact that two weeks have gone by and I have received essentially no assistance in solving this issue. So, today I receive a call from Acanac (first time they have contacted me, rather than me contacting them) regarding this email; they are supposedly going to be calling me tomorrow to try to troubleshoot yet again. I would take this to mean the possibility of finally resolving our connectivity issues and be happy because of this, but shortly afterwards I came across some information that set me off like never before.
After approximately 10 hours on hold and 2 hours speaking to technicians, I had received negligible amounts of help, however Acanac gave me something else that I hadn't expected. I decided to check the billing on my phone, only to discover two different $50 long distance charges (over $110 including shorter attempts to contact) on my account from the calls that I made to the Acanac "TOLL FREE" technical support number.
TO SUMMARIZE EVERYTHING THAT HAS HAPPENED:
Our cable internet with Acanac randomly disconnected 14 days ago. After calling the support phone line and waiting for a few hours, a technician was eventually scheduled to come to our house and fix the issue three days after the call. The technician never showed up, so I waited another day before I spent another two days trying to contact Acanac support. After getting through for the second time, the representative said that I had been told an unrealistic date for the technician's arrival and that he could not give me an expected date (but I would receive an update as soon as my account had been looked at later that week). On the 13th day without internet I decided to reply to an open ticket on my account through the Acanac website, expressing how upset I am over the lack of help I have received. I was called today by Acanac support as a result of this email and they want to attempt another troubleshoot tomorrow night.
Today, at the two week point, I discovered that Acanac has racked up over $100 in long distance charges on my phone through calling their "toll free" support number which never ended up giving me much support. The more than $100 in long distance charges for calling a "toll free" number, paying for two weeks of internet without receiving any service, the unnecessarily stressful process of attempting to receive technical support, and the inconvenience of not having an expected service has made my experience with Acanac a very regrettable one to say the least.
Thank you for reading and feel free to comment or offer assistance,
"Valued" Acanac Customer
| || I called Acanac's sales line again last night. The first call took about 15 minutes before I was transferred to billing, at which point my call was dropped. The second time, I waited 20 minutes before I was supposed to get transferred to billing. Instead, the woman told me that billing would contact me rather than having me transferred to them. I asked her, "Will this be tonight?" and she politely told me "Yes, sir, it should be tonight. Billing needs to go over your account first then they will contact by email and by phone." I waited around for 5 more hours after that, they never called and they haven't emailed me.|
I am desperate at this point to just have our cable internet disconnected. In order to be able to get internet, we need them to cancel our internet that we aren't getting before we can be connected to another ISP (TekSavvy). We have already signed up with TekSavvy, however they can't come and set up our cable internet until Acanac releases us from theirs and that is apparently far too much to ask. I can wait for the refund for a few months, which I've already heard it can take up to 3 months, but it has been 42 days without the internet and I just want to be disconnected from Acanac.
It seems that Acanac has no shame in hiding that they are not okay with you wanting to leave the company. There is no reason why any company in the world should take 10 days to process a cancellation request and not have made any form of progress, even though I have called and spoken with them about my cancellation three times now! I hope that people have been reading this thread and learn enough about Acanac to stay far, far away from them for the sake of avoiding difficult service, wasting money, and wasting time.
Service canceled on March, still received auto-renewal bills. Hi Fergless,
I'd like to do it in a gentle way, but my original post on Acanac forum was deleted right away. I want to try it one more time here, and I hope you can give me a helpful answer, before I file a complaint via CCTS. I also hope that you can stand in my shoes to see if we can figure out a better solution for this.
Heres the summary and timeline,
Nov 14, 2011. Acanac Cable service actived, made full payment for one year.
Nov 14, 2012. Acanac Cable service auto-renewed, made full payment for one year.
Mar 19, 2013. I send a ticket to cancel my cables service because I had to move to a new address.
Mar 20, 2013. I received a reply saying Acanac would offered a moving service.
Mar 20, 2013. I replied the ticket saying I was not interested. please just cancel it (cable service).
I moved to a new address on March, 2013, and Ive never used Acanac cable service since then. Nov 15, 2013. I received an invoice for auto renewal the contract of my cable service.
Nov 15, 2013. I sent a ticket to the billing right away (Acanac doesnt offer direct line to billing department)
I called the 1-866 number several times, they told me to wait.
Nov 26, 2013. Finally, 11 days after I submitted the ticket, I got a reply, which doesnt sound very helpful.
Dear valued client,
Thank you for your correspondence. We are sorry to hear that you have decided to cancel the service.
We must receive notification from you either ON or BEFORE your renewal date in order to avoid renewal fees. As we did not receive any notification, you will be assessed for one month of service (which you have used) at our regular monthly rate. The remainder of your payment is refundable to you.
Please reply back with your confirmation, so that your account can be adjusted.
Nov 27, 2013. I replied to the ticket, explained everything again, and asked a full refund for the renewing. At the same time, I made a post on Acanac forum, asking for a refund, post got deleted, and a mod send me a message there's nothing we can do on the forums to assist you, please continue to follow up with billing directly.
Dec 03, 2013. A week after, I got a reply on my ticket:
Dear valued client,
As per the user agreement that you agreed to upon signing on with Acanac, the service will be automatically renewed unless the client sends us an e-mail stating they do not want to renew on or before the service is renewed.
Please read the user agreement located on our website.
All your replies had ignored that I submitted a cancelation on March, 2013 already, and you charged me for auto-renewal on Nov, 2013.
As an ethical business, you should refund my payment for not using your service since March, 2013. At least, you should make a full refund for the auto-renewal.
Im looking for a helpful reply.
At my wits end with daily drop-outs and poor line stats after line upgrade I am pretty much at my wits end with Acanac after experiencing daily dropouts lasting entire nights for the last 2 months.
After the huge electrical storm over the summer I had noticed that the connection speed was getting slower and slower, down to 1.5M by the time I called in to tech support.
They suggest a "legacy line upgrade" as a way to get Bell to look at the line. The upgrade process seemed to go fine. A technician did something to the box outside, another technician later came inside to install a POTS splitter in the basement and for that brief night I got an 11M connection (I was using a Speedtouch 516).
This was mid-Oct and ever since that night I have not had a day where the line remain sync'd the whole day, usually it'll drop out around 8PM until morning. Even when it does sync it's 5M/0.3M with SNR's in the low single digits and attenuation in the mid-to-high 20's (up and down).
Here are the tech support suggestions that I have tried so far that haven't helped:
• replaced all the modem cables (network and telephone)
• connecting the modem directly to the POTS splitter in the basement
• bypassing the splitter (I hooked it up to the "line" jack on the splitter rather than the "DSL" jack, and I've connected it to another jack in the house which isn't connected to the splitter at all)
• replace the modem (the 516 is still tested working at my parents, who have 6M service from Teksavvy, but I bought a new TD-8616 to troubleshoot)
• request a Bell support ticket when it didn't sync at all for 4 days straight (tech came, never rang the doorbell to come in, note on file does says he fixed an issue, but now it's just back to nightly dropouts)
• request a profile downgrade (apparently it can't go any lower than 5M)
And now I'm told to try the modem at the Bell box outside and call them so they can look at the stats live, when it's a blizzard.
I will try to make that happen but I'm not hopeful. I've been an Acanac customer for 4 years now and it is really disappointing that this is dragging on this long. I don't know what options I have left. Hopefully one of the Acanac reps here can help shed more light on this situation.