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Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

I will be away for a while. (Eye Surgery)

I'm having eye surgery this coming Monday so unfortunately will not be able to reply to PM's etc.

I will update on Monday if possible, until then cheers.

Thank you.

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

Re: I will be away for a while. (Eye Surgery)

Another laser surgery tomorrow, hopefully I'll be able to help out soon.

TY

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1
Finally. I can actually see great now.
System This topic has been un-stickied by fourboxers See Profile

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1
quote:
This topic has been un-stickied by fourboxers
Thank you

FlaviusCons

@rim.net

Acanac Billing not responding

Hello,

I paid for my internet+phone for the rest of the year and now I am changing my address so I wont need internet and phone at the new address.
I contacted Billing via email (ticket) a week ago and did not get anything back yet. When opening the ticket it said a few hours to 3 business days response time but it has been 6 business days and got nothing back.

Is there any other way to contact Acanac? Any way to speed the process? I am afraid another month will pass before I get anything back from Acanac and I don't want to lose money since I am not using the service any more.

Thank you.

Acanac Inc
Premium
join:2007-03-05
Mississauga, ON

Re: Acanac Billing not responding

If you can provide me with your ticket ID I can check for you.

FlaviusCons

@rim.net

Re: Acanac Billing not responding

Ticket ID is SNS-10954.

Thank you.

Acanac Inc
Premium
join:2007-03-05
Mississauga, ON

Re: Acanac Billing not responding

I will have one of my billing managers look into this right away.

FlaviusCons

@rim.net

Re: Acanac Billing not responding

Thanks. Waiting for a response.

FlaviusCons

@213.233.84.x

Re: Acanac Billing not responding

I still haven't got anything back from Acanac.

It looks like I won't have luck getting money back from this complany. :(.

Acanac Inc
Premium
join:2007-03-05
Mississauga, ON

Re: Acanac Billing not responding

Your ticket was replied to on April 11th. They agreed to issue you a full refund minus the time used.
Flavius

join:2012-01-22
Kitchener, ON

Re: Acanac Billing not responding

I got a reply for the internet and it will take up to 14 business days to get the refund.

I was asked what to do about VoIP and I responded over a week ago but got nothing back. Would someone be able yo look at my response and process the VoIP refund as well?

Thanks.
Flavius

join:2012-01-22
Kitchener, ON
It is almost 1.5 months since I started the cancellation process and my account still hasn't cancelled successfully.

I am still waiting for a refund for internet which apparently takes 14 business days and the VoiP part of the account hasn't even been looked at. If the internet takes over 1.5 months to cancel, is the VoiP going to take the same amount of time? 3 months for an account cancellation?

Any users around that have gone through this process? How did you cancel your account? Any tips?

Thanks.

fhashmi

@99.229.58.x

phone number porting to acanec

could you please give the same home phone number from Rogers Thanks
markie58

join:2009-04-24
Chateauguay, QC

Re: phone number porting to acanec

This is not the place to ask, this is a user forum, What you have to do is contact support at Acanac ask for your number to be ported, they will email you a form to fill out. Under NO circumstances cancel your Rogers phone, Acanac take care of porting your number if you cancel Rogers before hand you are SHOL your old number is lost.
Neil K

join:2014-05-07
Canada

1 edit

Acanac: Long,non-refunded service interruption if U pay them in advance

I was without internet service for a month, from April 9 to May 6, 2014.

The Acanac "tech" first told me on the phone the "problem" might be 3 different modems SIMULTANEOUSLY conking out !

Once again, for the third time in as many years, I was informed Acanac might "take" $100 out of my 3 month advance payment amount... should the Bell tech discover a wiring problem in the apartment.

No problem with that, except EXACTLY two years earlier ( practically on the same date, April, 10, 2012 ) the same "failure" occurred - after that, the wiring in the apartment was ( possibly unnecessarily ) changed, and for all intents and purposes was now as good as new.

Or should have been.

Now I don't believe in coincidences, either with dates or basically new, Bell tech installed wiring again causing internet disruptions

I had read on these forums horror stories of Acanac customers without internet for weeks or even months, and the slick, "masters of the dodge" Acanac salespeople/tech support reluctant to issue refunds for interruptions.

As if by a miracle ( lol ) once i informed Acanac staff I was complaining to the BBB/CRTC ( as another user here suggested) the service was 'miraculously' restored !!!!

And without any service tech visit.

You draw your own conclusions on that.....

An Acanac employee Called Natasha P. informed me by email I would NOT get a rebate/credit for the one month of trouble and service disruption I was put through ( for the second time in two years !) She said THAT was because I did 'not inform them in advance" I was cancelling my account with them.

How can a customer know in advance their service would be disrupted, eventually prompting a request to cancel all services and terminate the account ?

The company had already owed me for four weeks of non-credited "downtime"

So I'm fighting that now.

The moral of the story ? Don't go with Acanac, unless you want frequent and non-credited service interruptions, accompanied by mean spirited and dismissive Acanac customer "support", and continual requests to cough up $100 for dubious Bell repairs.

If you MUST go with them, don't pay them far in advance, ( like for 3,6, or 12 month terms) as you risk the company keeping your money for themselves and you getting little or no internet for months. THAT'S a vulnerable situation presumably no one wants to endure

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

Hi Neil K

Can you please reply to your post on the Acanac Community Forum.

Thank you.

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

Just a heads up for anyone reading this topic.

Neil's DSL account has been extended 2 months compensation for his troubles.

Tks.
Neil K

join:2014-05-07
Canada

2 edits

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

Fair enough, though the 2 months service extension is NOT free, rather Acanac owed this, both for the last month and from April and October 2012.

The $120 I payed a computer store vendor six days ago, for a second hand laptop meant specifically for use in public places as a safeguard against the now regular, lengthy, suspect service interruptions, is NOT refundable.

The usual costumer complaint route, i.e, calling or emailing customer support, has approximately the same outcome as running up full throttle against a brick wall. Unacceptable.

Furthermore, no one from the company has explained yet why a large number of loyal, long term customers have had their service cut abruptly, and without notice,often only hours after receiving confirmation of payment for the 3, 6, or 12 month terms.

It is NOT a demarcation line/faulty wiring issue, at least in this case, and probably in most others. Yet, customer support continually tout this line, especially the $100 line 'repair" angle.

And in retrospect, I also doubt damaged/faulty wiring was the culprit in 2012. Yet, Bell replaced the wiring here anyway.

Could be overzealous promotion of Bell "repair" services, traffic management abuse, etc.

In any case, its an issue for government agencies to deal with at this point.
Neil K

join:2014-05-07
Canada
NOT so, Fergless, service here has been cut again....since May 17, 2014

I`m not into power games with anyone here.

please restore the service or issue full refund of $172.28

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

2 edits
Thanks for your input Neil.
Neil K

join:2014-05-07
Canada

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

For the record of existing Acanac customers...or potential new ones:

The service here has again been cut....after Fergless previously stated I would receive an extra 2 months service as compensation.

No service since May 17, 2014

Buyer beware !

Thanks for your input, Fergless

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

4 edits

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

It shouldn't be cut off from what I see Neil. Do you have a ticket # I could check on it?
A Support ticket is what I need, I don't have access to Complaint tickets or Feedback tickets.

Tks

PS: It shows your account was extended: I found your ticket FBI-57264.

quote:
Posted on 14 May 2014 03:18 PM
Dear Valued Client,

I have updated your account as per your request, your account was extended for 2 months. The next renewal date will be 2014-08-30.

Please do not hesitate to contact us should you have any further questions or concerns.

Best Regards,
Perhaps it has nothing to do with billing have you checked if you have DSL on your line or opened a ticket with DSL Support?.

PS: Who is this Gerard person?
Neil K

join:2014-05-07
Canada

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

'P.S who is this Gerard person ?'

lol.....good that one can be pretty cavalier over a long standing customer's fully paid, now disconnected internet service, Fergless.

I don't have a ticket number as email support, as fully anticipated, have not bothered to respond to the original cut-off notice I sent them on the 22 May.

Lets summarize again...this customer paid $172.28 for 3 months of service....was cut off 36 hours after an Acanac employee notified me of receipt of payment.......cut off for a month....back for just 12 days....cut off now again one week.

So I take it the ''2 month service extension'' offer, while looking good on this forum to potential customers, I should not have taken seriously, Fergless ?

So I cancelled the account altogether and am requesting a cheque refund.

Fergless, could you direct me to a terms and conditions paragraph that states no money refunds will be issued ? As this seems to be the whole crux of the problem at hand here....the company being reluctant to provide the service it was paid to provide, and equally reluctant to refund the customer.

rednekcowboy

join:2012-03-21
kudos:1
Reviews:
·Acanac
Ok, I totally understand about issues, went through a couple myself when I moved and I would likely be irate with a month long outage, HOWEVER $120 because you went out and bought a laptop to use on public wifi? That is a bit of a stretch, isn't it?

They gave you 2 months credit for a 1 month outage, I would say that is more that fair. Suggesting that they are promoting having a Bell tech come out to resolve issues unnecessarily, well that just puts it over the top. They have no incentive to do so. They make $0 on a bell tech coming to visit you.

Every third party out there has stories like these. That may be true you say, but why does Acanac have so many, you ask? 350,000-400,000 subs is why. I would say that the 1 or 2 of these guys (though I do have to admit that Acanac seems to attract the "super-duper special" ones such as this guy) that have issues makes for an extremely relatively small portion of the Acanac population. In fact, I don't know any other company out there that can bost a stat like that.

I just implore both the OP and all of you to take this all with a grain of salt. Even the OP, once he calms down will realize this rant for what it is, an over-exaggerated post and over-the-top antics.

In the end, yes the OP had issues. In the end, yes they went on much longer than they should have. In the end, Acanac doubled the refund that he deserved because of it. I would say that is pretty top-shelf customer service, IMHO. I would also say that if you look in any of the third-parties forums that you will find many stories similar to this one in multitude. This simple fact is that third-parties are more often than not, at the mercy of the incumbent and resolving issues such as these are not so easily resolvable. There is a reason that third parties are cheaper than incumbents and people need to realize this.
Neil K

join:2014-05-07
Canada

3 edits

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

Nice try Redneck, but this was the SECOND major service disruption ( oh that's right, I forgot, you're NOT an employee/affiliate of Acanac so you wouldn't have known that ! ).

The first disruption was in almost identical circumstances and time frame . It went on for 6 weeks.

So I didn't get any free candy here.... the 2 month credit covered both this past month's trouble, plus 4 weeks previously uncredited "downtime" during 2 months in 2012.

Under these circumstances....and combined with the uniformly dismissive, smug customer support response....making for a grand total of 3 months service disruption in two and a half years.... who wouldn't purchase a laptop or tablet to ensure continual internet service ?

"Suggesting that they are promoting having a Bell tech come out to resolve issues unnecessarily, well that just puts it over the top."

lol....right....perhaps even conspiracy theory ? Sorry for spoiling your next line.

Folks who read this ( especially those having their cars/computers repaired ) might well be aware that service based enterprises often embellish ( indeed, create ) technical problems to secure more profits.

That is known as business policy, in case you're unaware.

The agencies contacted, as I explained before, will look into this matter ...if the issue is not Bell "repair" related, it could be traffic management tactics.

Anyone possessing minimal brain activity would not be hoodwinked by your less than subtle public relations pitch.

rednekcowboy

join:2012-03-21
kudos:1
Reviews:
·Acanac

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

said by Neil K:

Nice try Redneck, but this was the SECOND major service disruption ( oh that's right, I forgot, you're NOT an employee/affiliate of Acanac so you wouldn't have known that ).

The first disruption was in almost identical circumstances and time frame . It went on for 6 weeks.

So lets see, I didn't get any free candy apples here.... the 2 month credit covered both this past month's trouble plus 4 weeks previously uncredited "downtime" from 2 months in 2012.

Under these circumstances....and combined with the dismissive, smug customer support attitude....making for a grand total of 3 months service disruption in two and a half years.... who wouldn't stock up on laptops or tablets to ensure continual internet service.

"Suggesting that they are promoting having a Bell tech come out to resolve issues unnecessarily, well that just puts it over the top."

lol....right....perhaps even conspiracy theory ? Sorry for spoiling your next line.

Folks who read this ( especially those regularly have cars repaired ) might well be aware that service based enterprises often embellish problems ( indeed, sometimes create them ) to secure more profits.

That is known as business in case you're unaware.

The agencies contacted, as I explained before, will look into this matter ...if the issue is not Bell "repairmen" it could be related to traffic management tactics.

Take your none so subtle public relations elsewhere.....you're not fooling anyone here.

Normally I wouldn't say this, but you are one of "those" kind of people. I think you would be best served by going with an incumbent versus a third party.....good luck in the future Neil K, I believe you will very much need it.
Expand your moderator at work
Neil K

join:2014-05-07
Canada

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

And anybody possessing just a modicum of thought process will figure out what you're up to here.

The customer pays for a service, the business then gives them what they pay for, without service disruption or unnecessarily extra, $100 "repair" fee requests.

The company credits without delay any "downtime" to the customer, who will then not have to move heaven and earth to obtain the credit otherwise.

Its a simple formula which makes the customer happy, and assures the business of customer retention.

Try it sometime.

Try the incumbent instead next time ? As if the customer won't encounter the same problem there. I should know, having used the 'incumbent" before switching to this company.
chall2k56

join:2007-10-03
Edmonton, AB
Reviews:
·ELECTRONICBOX
·Acanac
·WIND Mobile

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

said by Neil K:

The company credits without delay any "downtime" to the customer, who will then not have to move heaven and earth to obtain the credit otherwise.

That line is NOT in the TOS you agreed to when signing up, as Acanac still pays the incumbent for the line for the duration of the outage. Any credits issued come out of the already small profit margin from the plans they sell
Neil K

join:2014-05-07
Canada

1 edit

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

So you`re saying the company is not obligated to provide already paid for service ?

I don`t think so.

Please don't offer up excuses like this for negligent service, it won't wash with me ( or should I say with US, given the myriad of other complaints lodged against the company.

If that were even remotely true, I think it would be of profound interest to customers who pre-pay, in some instances $600 for a full years service, believing they will get that service with Acanac.

Perhaps some ( very small ) fine print you were referring too.

Customer pays for service, company provides service in a timely manner, otherwise issues complete refund.

It couldn't be more simple than that.
chall2k56

join:2007-10-03
Edmonton, AB
Reviews:
·ELECTRONICBOX
·Acanac
·WIND Mobile
Neil, have you added your comments to the CRTC public consultation for wholesale services?

This is precisely why we need the CRTC to grow a pair, and allow GAS/TPIA providers to have full access to the incumbents network tools

Rednek and myself are both just customers, we both read the entire topic and your situation BEFORE making any comments, and as such, we both are very knowledgeable in helping to fix some issues.

I myself have had issues, missed Rogers Techs, DSL sync issues (Caused by Bell), and outages caused by fiber cuts.

I prefer cable for my area, although VDSL is finally available at my location.

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

2 edits
This is the ticket I was referring to FBI-57264 and someone replied, it didn't appear to be you, first name Gerard.

quote:
So I cancelled the account altogether and am requesting a cheque refund.

Your request will go to billing and you will be refunded accordingly.
They will answer all your questions re Terms & Conditions.

As I said before, I don't see you being cut off anywhere in the system, but you are so sure that's the issue and not a line issue, that's your prerogative.
This is your next due date as I promised 2014-08-30 if you don't believe that please call and ask, our reps will see where I added 2 months.
This is what they will find:
2014-05-07 19:50:32: extended 2 months as per paul
2014-05-07 19:27:54: Emailed Sonia re the 2 month extension.
2014-05-07 19:19:52: DO NOT CANCEL. Paul has offered the cx a 2 month extension to his account. Cx accepted I'll let billing know.

Sorry but I can't help you further.

Regards.

Neil K

join:2014-05-07
Canada

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

Fergless, its been a nearly a week again and no reply whatsoever from billing, as expected, really.

$172, two months ( of three ) almost up, just 20 days of service the whole time.

Looks like I better send the reports into the CCTS and Office de la Protection du Consumateur for their output.

Company seems to be buying time, so to speak.
chall2k56

join:2007-10-03
Edmonton, AB
Neil, if you are having these issues, contracting another provider to use the same lines will likely result in the same problems reoccurring again. We have tried to help you, and all you are willing to do is bash those who offer any sort of help.
Neil K

join:2014-05-07
Canada

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

"We have tried to help you, and all you are willing to do is bash those who offer any sort of help."

THE only time I was sincerely offered help was when I announced I would cancel the service ( after getting cut off for 1 month -hours after the company received payment- now another week...five weeks in total ) and receiving utterly no assistance from email or phone "support", other than fairy tales about "demarcation line issues" and a "hard sell" request to pay Bell $100 for ( now repetitive ) "repairs"

Sorry I'm not buying this "problems on the line" explanation, way too many coincidences to support that.

This is about cutting costs or similar goals.
chall2k56

join:2007-10-03
Edmonton, AB
Reviews:
·ELECTRONICBOX
·Acanac
·WIND Mobile

2 edits
If your service wont work, then you clearly have either a modem problem, a phsyical line problem, or a PPPoE login problem

The first 2 DO explain these outages, the last one doesn't, as it would have been corrected early on

or this, let the Bell Tech come, he can then either
i) fix the line for you to ensure that your line is now working properly
ii) Rule out the line and identify a possible modem issue
ii) Rule out both the line and the modem

with all this done, THEN you can point the finger back at Acanac if this all checks out

on a side note, you have never posted your DSL modem's SYNC statistics, so we can't even see if there is a potential problem on the line
Neil K

join:2014-05-07
Canada

Re: Acanac: Long,non-refunded service interruption if U pay them in advance

Chalk, its THREE ( count em`) modems I have been testing at different times to verify they are not the problem.

And they are not.

So much for the `faulty modem`angle.

``a phsyical`(sic) line problem, or a PPPoE login problem``

If there was a grain of truth to that, the internet service would not have been ( briefly) restored earlier this month, after a threat from this customer to cancel the service totally and notify the CRTC....lines don`t temporarily repair each other......

Again, the Bell `repairman`changed the wires barely two years ago......in 2010 Bell miraculously repaired, sans visit ( lol, what other explanation is there ? ) yet another service interruption ``problem`` here, after I threatened them with exposure after I was 2 weeks without service and fed up....once again, in that situation, they were earlier requesting the usual $100` "repair­'' bounty

Now whats that about faulty wires, modems, etc, again ?

JCohen
Premium
join:2010-10-19
Nepean, ON
kudos:11
Reviews:
·Start Communicat..
·TekSavvy Cable
·Rogers Hi-Speed

1 edit
If you know where the main phone jack in your apartment is open it and disconnect the rest of your apartments wiring and than only connect up that main jack, this will eliminate all of your internal wiring. If you're still having issues call Acanac and agree to the $100 charge, you shouldn't be billed, as the main jack is the demarcation point.

The only way that you will be charged will be if there is any damage caused by you; please note that I'm not blaming you for any issues at this time just providing information.

Options if your modem doesn't work at the main jack;
1. Replace the phone cord from the wall to the modem.
2. Replace the modem, can be bought from Canada Computers provided you're not using a speed tier with a 10Mbps upload.

----

-Do you have home phone or a dry loop?
-Does your apartment have a buzzer system that rings a phone in your apartment or calls a cell phone?
--
Opinions expressed are my own, and may or may not reflect those of my employers or any other BCE company or division.

••••••
Turnoz0

join:2006-08-21
North York, ON

Incredibly poor customer service.

Hi Acanac,

I am currently receiving incredibly poor service from two separate CSRs within the sales department. I have been lied to about the activation date and have also been lied to about the processes by being told that it is Roger's fault that it would take longer than promised.

I was previously a Acanac user for two years and unfortunately, due to a roomate disapearing and him never telling us the username/password on the account, we've had our internet terminated even though we were more than willing to pay. Now we've had to not only pay for a re-activation fee for 49.95$ since we're being counted as a "new user", our internet will not be out of commission until May 23rd when we were told that it would be back up and running as of May 17th.

••••

Sergey

@24.114.69.x

Awful Internet service. No customer service

I opened my first problem ticket July 5th, 2011. Nothing has been resolved. Intermittent service failure. Another ticket - July, 2013. Same symptoms. Same no results. Regularly got billed $170 every 3 months. Opened another ticket April 6th, 2014. Got billed another $56 for the line upgrade. Lost Internet connection same day as my money for this upgrade. After 40 minutes waiting and listening how good Acanac is, got live representative. She surprise me that the line upgrade was scheduled on Friday next week, in 7 days, and, because of that, I was disconnected now!!! The old line is still here, the modem is here... Internet just no Internet service: bad, intermittent, but better than nothing! Distorted logic, isn't it? Ok, waiting a week with no connection at all. Friday. Surprise! Still no connection! Calling, listening another 30 minutes how amazing service from Acanac. Representative informing that I should have the service. The upgrade and test was done day before! Nobody showed up, nobody send me any messages, nobody call... Troubleshooting. In one and a half hours we both agreed - no Internet exist for me. The only option - wait another two - three business days... for emergency repair service. Very emergency. Three days passed. Internet connection? Any information, any notices, any calls, messages?... Yea, you right! This is Acanac. Tried to call again: dropped after got noticed I'm 28th waiting person in the queue, and waiting time... you can figure it out.
I'm going to fill the case about the fraud to Consumer Protection Agency.
chall2k56

join:2007-10-03
Edmonton, AB

Re: Awful Internet service. No customer service

Then if you had issues and were not happy back in 2011, and again in 2013, why didn't you cancel before?
jlupus

join:2009-12-16

High ping and Jitter

I experience high ping rates and jitter all day on the weekends and Friday evenings. During the rest of the week, my connection is fine throughout the day.

My ticket # is CCN-52626. It's been over 12 hours and there's been no response.

This is a link to my results:
»www.pingtest.net/result/97843922.png

••••••

Patchouli

@199.7.157.x

New internet service not working.

Having problems getting my service going. All lights are green, have reset several times, modem page says its fully tuned and operational. However, still no internet connection.

Ticket ID: ZMO-10025

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

1 edit

Re: New internet service not working.

Looks like it resolved itself Patchouli, can you please confirm. Tks

Patchouli

@66.11.183.x

Re: New internet service not working.

yes it has, thank you

TekGuru

@64.235.206.x

Acanac Speed Tiers

Hi there other resellers have release information on the new speed tiers and some are available now, just wondering on a timeline when acanac will be getting them.

••••••••••••

Cheryl Oberm

@198.96.187.x

Unknown

I am surprise they are around that long, I only found out about them by a fluk from someone else. After hearing of their process, I said no way.

••••••
fuzzzydonut

join:2014-05-24

Acanac - when will someone respond to me regarding my refund?

Hello,

My invoice is 1177011.
I've sent an email a week ago on May 17. Please cancel my account.

The credit card which you charged is no longer valid. Please let me know what other method of payment you will use to refund me back.

Thank you.

•••••
atomicrabbit

join:2009-06-04

Is Acanac's IPTV service supported with their cable packages?

Does their IPTV service only work with DSL/VDSL packages, or will it work with their cable packages as well?

Also, how does Acanac's cable service compare to Teksavvy's? Is it the same?

•••••••••

CindyH

@207.219.69.x

Internet down

Hi,
I paid for six months in advance. My internet was connected in mid December so I have until mid June.
But all day my service has been down.
I called ACANAC but their offices are closed.

I sent an email to support at 9:30 this morning and another one about an hour ago but I have not had any response.

Can anyone help?

••••••

sloopy

join:2003-02-28
Montreal, QC

vDSL 25/10 with Teksavvy Sagemcom ?

Hello
I would like to switch to Acanac, mostly for Zazeen, as I'm tired of Bell sat...
I am currently on TekSavvy 25/10 profile with my own Sagemcom 2864.
Could I keep this modem without having to buy a new one if I switch to Acanac ?

Thanks

•••••••

dfvxc

@99.231.82.x

Acanac refuses full refund for cable that they can't service

I moved into a new condo building, and signed up successfully for Acanac cable. On the day of the scheduled installation, nobody shows up. I call them, and Acanac tells me that they can't service my location, and needs to issue a refund.

So they issue a refund for the service, but NOT for the modem, shipping, and installation fee. So basically I paid $100 dollars for Acanac to find out that they can't service my location??? Very very disappointed.

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Neil K

join:2014-05-07
Canada

1 edit

Acanac has still not refunded my cancelled 3 month contract

Earlier I mentioned longstanding problems with the service provider over failure to provide internet and their persistent and unnecessary calls to get B-hell Canada to (once again) '' fix'' new wiring here

Now, a month later, still no check that they had promised would be sent

Update 18 June : OK check finally arrived.

Use Acanac at your own risk !!!

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thebaz 568

join:2014-07-02
Niagara Falls, ON
Reviews:
·NetTalk
·TekSavvy Cable
·Acanac

Cancellation is hell with Acanac.

I want to cancel my service but they will not cancel me. Every time I get the same reply, and if I email them about my frustration they in short say please be patient. Like what the hell, I want to cancel they say please reply with confirmation, I reply, and they simply don't reply back( its been 7 days). If your reading this and trying to switch to Acanac, its hell if you want to cancel. They won't cancel me and give me my money back. I have also read at least 10 other horror stories. Someone please help me, I'm sick of this and I just want to switch to a better provider.

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leminlyme

@209.195.120.x

What's going on in the Toronto Region?

It's been a hugely ongoing problem with me and many of my Canadian friends who are on the smaller guy's networks, me personally being on Acanac, (Which is on Rogers no?) that have been getting basically unusable internet service for the purpose of gaming. (the only reason I have home internet at speeds over 10mbps to be honest) I'm not even sure when it started anymore, it's been more than two weeks for sure. I've been getting unbearable pings around North America, often getting better speeds to Europe then I can get to LA or FL, as well as speeds averaging around 60-70% advertised speeds, and impossibly bad routing/latency, as long as I'm out any further than Toronto. But hey atleast I get a 100% stable line to Kitchener, that's helpful!




I'm from London Ontario, I'm on the 35/10 service, my friends on TekSavvy in Leamington I believe, as well as TekSavvy in.. I want to say Windsor, it may be Kitchener, and another friend even over the border in some little NY town is getting crazy bad service similar to us. It seems like the entire North West has some major issue. Any incites? Any suggestions? I would like to say it's 100% safe to say my hardware and cables are just fine, as without any change to the setup I've dropped upto half my speed and gotten the latency issues over the past month. I see average latencies of around 300-400ms throughout a game of League of Legends. And that's a realistic average, considering I frequently see spikes upto 8000ms and full on drops. I previously enjoyed a wonderful 80-90ping :C That was even up 10-20 just from switching off of Roger's network last year.




I don't like the idea of coming to Acanac to complain about what I'm sure is a Roger's line issue (That I may have read about a while ago but if it's the same issue as then, upto two weeks later, I'll be pretty damn floored) but I half need to vent, and I half want to express my exasperation with Canadian internet quality. I'm only 22, and I'm getting so cynical towards Canadian legislation, politics, and big business' that I don't even want to order any more services as long as I live here. And I don't want to live here any longer as a netizen and information age child. I wish I was as famous as Bieber, I'd rally the masses in mass strike towards Bell, Rogers, and Telus, (and whoever else is responsible, I would take the time to become well informed on these subjects before taking action) and completely massacre their networks until they all pissed off and brought Canadian up to modern information technology standards, or went *gasp* unprofitable and got the hell out. I'd rather live in a dark age for few months then continue this joke called Internet Service.
warnerma

join:2012-05-18
Toronto, ON

Moving with Acanac...A Delight

OK. Disclaimer...I'm not an employee of Acanac.
I moved from West Toronto to East Toronto on June 30/14. Here is my experience with Acanac.
May 8: I emailed support through the link provided on Acanac site, said I was moving from location X to location Y.
May 9: Acanac support sends an email with a form to fill out (the usual: name , address, account #, date, service requested etc...)
I fill out the form and reply. I have dry loop DSL, no charge for the move but a $49 charge (maybe a Bell charge for tech. to come out?)
June 17: first confirmation email from Acanac. June 30 confirmed. Dry loop is an all day appointment.
June 17: second confirmation from Acanac. June 30 confirmed. 8am-12pm appointment. Have someone at the residence 18yrs+. Non problem, my sister will be there while I'm with the movers.

June 30
10:05am : Tech calls me at location X, he'll be at location Y in 5 min. OK I tell him. I text my sister he's coming.
11am: my sister calls , Bell tech. wants to know where my modem is? It's with me, why is he asking? Just set the speed up...he doesnt't need my modem.
11:30am He's finished. My sister told me he had to run back and forth between my new unit and the box outside about 5 times to get the speed right. Not only that, he had to install a new wall jack because they spray painted over the old one. He was there for almost 1.5 hrs. BTW it was 32 degrees June 30, maybe hotter.
2:30pm Plug in my modem, plug in the router, instant internet.
Thank you Acanac for a pain free move. I was worried about downtime but making sure you take care of the details has paid off.

warnerma

maattp

@66.49.180.x

VDSL vs ADSL Speeds

I've been a customer with Acanac for a number of years now with the 10 Mbps DSL plan. I've never been able to get more than 3.5 Mbps down, and I've been told this is due to the distance between my house and the telephone exchange (over 8 km). 3.5 Mbps is becoming frustrating to use, so I need to look into getting something faster.

Will upgrading to the 15 Mbps ADSL2+ plan get me any noticeable increase in speed? I'm sure I wouldn't see the full 15 Mbps, would I even get 5? Since this plan uses the same underlying technology as my current plan, I'm assuming that it wouldn't help much. Would switching to the 25 Mbps VDSL plan be any different? I've read online that VDSL uses fiber to the curb so that the standard copper distance limitation is overcome. Can anyone confirm whether this will help me?

I would consider switching to Cable internet, except the recent pricing changes that Acanac has made are quite unattractive to me. I would need unlimited usage and the 30/5 Mbps plan seems like overkill and is a little more than I'd like to spend.

maattp

@66.49.180.x

Re: VDSL vs ADSL Speeds

Can someone comment on this?... Unless of course you'd prefer me to just leave and go with Techsavvy. Ridiculous.

Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1
Sorry, I had anonymous users turned off.

(over 8 km) is way too far.

15 Mbps ADSL2+ would put you on a remote, might be worth a try.

quote:
Would switching to the 25 Mbps VDSL plan be any different?
It should IF it's available at your residence.

Your best bet would be to contact support, have them check your line and also check for availability.

TY