 | |  ACaNAC YoUR FIREd PERMaNENTLY!
Spending 5 months to try and fix the issues with no luck.
Then in the midst of all the tech support, then cancel my account so now we cant work on it to fix it.
I've been with Acanac because of the cost since 2007.
Acanac you have really really screwed up.
You reputation has been going nothing but downhill.
I said this before, you picked the wrong guy to mess with.
I have created a website for this kind of problem so that people can really see what this company is like. Always shuffling different agents and starting from scratch after spending a week with another. The absolute poorest tech support I have ever recieved in any kind of service.
I will be spending the next 15 months sharing my stories on this website and all over the internet on a daily basis.
Boy did you ever screw up by disconnecting me.
ACANAC YOUR FIRED PERMANENTLY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! | |
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 | | | Re: ACaNAC YoUR FIREd PERMaNENTLY! new website with 2 visit per month ? | |
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1 edit | Re: ACaNAC YoUR FIREd PERMaNENTLY!  | |
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| | | your tears are so yummy and sweet | |
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1 edit | Re: ACaNAC YoUR FIREd PERMaNENTLY! | |
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| | Montreal internet exchange Apparently Montreal internet exchange will be launched in May. Any plan to join them with the distributel cable network ? | |
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1 edit | Acanac is by far the worst provider. Beware! Signed up with Acanac for the cable Internet at the beginning of March, full month before the end of my contract with old provider.
Videotron technician came to do the installation on March 18 and he was unable to find the cable in my condo. The installation was not done so I called Acanac back to set the new appointment.
They proposed March 30 (Ester). I was unable to receive the installer during the holidays.
Since my contract with old provider was to end on April 1st, I had no choice but to call my old provider to extend my Internet service and cancel Acanac.
Unfortunately my phone number was already ported.
During the month of March I experienced first hand the Acanc's lack of customer care and incompetence.
They charged me for the modem and for the installation they failed to do.
They also made it impossible for me to transfer my phone number back.
I have been writing and calling them since cancellation but the agents don't care. They only suggest emailing billing@acanac.com, feedback@acanac.com and support@acanac.com.
Emailing Acanac is pointless as they don't reply to emails / tickets.
I lost money, wasted hours of time on the phone and most importantly my phone number.
Stay away from Acanac and avoid it like a plague.
This is by far the most incompetent ISP ever. | |
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| | | Re: Acanac is by far the worst provider. Beware! Re-read your rant several times.
Videotron technician came to do the installation on March 18 and he was unable to find the cable in my condo
!- Is cable available at your condo or was this tech an idiot.
I was unable to receive the installer during the holidays
2- Is that Acanacs fault
Since my contract with old provider was to end on April 1st, I had no choice but to call my old provider to extend my Internet service and cancel Acanac.
3-Why cancel Acanac Simply extend old provider for a month WHY cancel Acanac makes no sense unless Videotron cannot provide service to your condo.( in that case you did not do your homework before hand )
Unfortunately my phone number was already ported.
4- If you had thought it out you would not have ported your number immediately you should have waited until you had a stable cable connection ( if possible) Acanac provides phone numbers that can at a later time be changed to your want to be ported number once you are satisfied with VOIP..
The rest of your post is just your unwarranted rant. | |
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1 edit | I guess you must be only a happy customer...
This entire mess was caused by Acanac inconsideration,plain stupidity and lack of organization.
Nothing of what they promised never come through.
The customer service doesn't exist. Agents are rude, condescending and incompetent.
Their solution is to email billing or support and then they never reply.
My post was not meant to be some unwarranted rant. I just described my experience with Acanac support. And I hope that it helps someone to make the right decision.
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| | | You can't blame Acanac if you don't know where the cable inside your condo is. That's your fault. | |
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| | | How this is my fault? According to the database my address is serviceable. Most of my neighbours have the cable internet. I was simply under the impression that the installer comes to do just that, To INSTALL the cable.
Yet I don't blame Acanac for Videotron's tech not beeing able to do his job.
I blame Acanac for not responding to my tickets and for loosing my phone number.
I started the number porting process before I cancelled my account. In my cancellation email / ticket addressed to the billing department I explained the issue and asked to keep my phone line alive until ported. They closed my account anyway and since then they don't reply to the emails or tickets I have been sending to the non-existent support. The agents at Sales are just impolite, unaware of the problem and they simply don't care. | |
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| | | | Re: Acanac is by far the worst provider. Beware! If you had been a little more patient, ask your condo president where the cables are, you won't be in that situation. | |
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| Jurjen
join:2010-08-18
Montreal, QC Reviews:
 ·Acanac
 ·Bell Fibe
| Most of all, why is Acanac responsible for the incompetence of Videotron's technician?? Not being able to find the cable is not acceptable. Next time, don't let the technician leave until he found one or installs a new drop. But as mentioned, ask around if anybody knows where the cables come in. There must be wiring plans somewhere. Or go outside, find the coax and follow it into the building.
If you want to go with a cheaper provider, you can't expect to have a dozen of slaves running around presenting everything on a golden platter at your requests. | |
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2 edits | Re: Acanac is by far the worst provider. Beware! said by Jurjen:Most of all, why is Acanac responsible for the incompetence of Videotron's technician??
Acanc is responsible for everything their subcontractor do or does not. It is law.
Why? I suggest you ask in some legal forum.
said by Jurjen:Not being able to find the cable is not acceptable
I agree with this statement.
said by Jurjen:Next time, don't let the technician leave until he found one or installs a new drop
It is a good suggestion, but the said technician is not one of "dozen of slaves running around". His freedom is protected by the Constitution and none can make him stay. Even me.
said by Jurjen:But as mentioned, ask around if anybody knows where the cables come in. There must be wiring plans somewhere. Or go outside, find the coax and follow it into the building.
If anyone knows, it is surely Videotron. They lay the cables and they keep the records.
Going outside is a nice suggestion, but hard to do since my condo is on the third floor.
said by Jurjen:If you want to go with a cheaper provider, you can't expect to have a dozen of slaves running around presenting everything on a golden platter at your requests.
I wouldn't expect this from any ISP. I am against slavery. I expect from ISP to provide reliable service and to be available if there is a problem.
There is the difference between cheap and inexpensive.
Acanc is just as you said - cheap. | |
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| | | Jurjen
join:2010-08-18
Montreal, QC Reviews:
·Acanac
·Bell Fibe
| Re: Acanac is by far the worst provider. Beware! said by druhboruch:said by Jurjen:Most of all, why is Acanac responsible for the incompetence of Videotron's technician??
Acanc is responsible for everything their subcontractor do or does not. It is law. Why? I suggest you ask in some legal forum. Actually, Videotron is not a subcontractor of Acanac, Acanac is a reseller.
said by druhboruch:said by Jurjen:Next time, don't let the technician leave until he found one or installs a new drop
It is a good suggestion, but the said technician is not one of "dozen of slaves running around". His freedom is protected by the Constitution and none can make him stay. Even me. Okay wiseguy, I'll rephrase: convince him to try harder. I agree that you can't lock him up, but I wouldn't just take no for an answer like that.
said by druhboruch:said by Jurjen:But as mentioned, ask around if anybody knows where the cables come in. There must be wiring plans somewhere. Or go outside, find the coax and follow it into the building.
If anyone knows, it is surely Videotron. They lay the cables and they keep the records. Going outside is a nice suggestion, but hard to do since my condo is on the third floor. Even condos on third floors have outsides, wiseguy. Go outside, find the hydro poles, see where the Videotron line enters the building and take it from there. I assume that the building owner or coop has some plans somewhere. Plenty of options to go with. And yes, if the cables are buried, Videotron should have copies too.
said by druhboruch:said by Jurjen:If you want to go with a cheaper provider, you can't expect to have a dozen of slaves running around presenting everything on a golden platter at your requests.
I wouldn't expect this from any ISP. I am against slavery. I expect from ISP to provide reliable service and to be available if there is a problem. There is the difference between cheap and inexpensive. Acanc is just as you said - cheap. I didn't say cheap, I said cheaper. There's a difference. Acanac is pretty reliable, usually available enough. The Videotron aspect is a different story though. Yes, this is illegal by CRTC rules, but Videotron is the big guy pulling all the strings, so nothing will be done about it. Unfortunately you can't complain directly at the CRTC about Videotron, but only about Acanac in your case. Yes, it's screwed up. If you don't like it: move to Europe. | |
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| | Not a good start from Acanac.
I'll just post my email to them as apparently it's impossible to speak with a Manager. Let's see if they take responsibility and fix this hookup issue.
Please forward this to a manager.
I am supposed to have internet hooked up today April 15th between 8-11am. I have my DSL service from TekSaavy disconnecting today.
How on earth do you think it's acceptable business practice to send an email 1 business day before my service is to be hooked up asking me to call you?
If this clarification you needed with Rogers was important enough to delay my internet hookup by 24-72 hours why aren't you picking up the phone and calling me on Friday. If anyone on my company sales or customer service team sent out an email to one of our customers with something important as this and didn't follow up with a phone call I would have fired him without hesitation. This is not how businesses communicate with their customers.
There is no issue with my address. This is how i'm listed with the post office. I also indicated on my initial order that it was the top floor on the questionnaire. If there was an issue why wasn't this addressed much earlier so as to not disrupt my service order? An email at 4:30pm on Friday is absurd.
I have a home based office and rely on internet to conduct business throughout the day. What's even more infuriating is that you are now telling me you can't have someone out here today and maybe not even tomorrow. That is unacceptable. You guys dropped the ball here and you need to fix it and have a Rogers technician here immediately. I cannot go days without internet.
This is a real bad start to our relationship. I switched my service from Teksaavy to join your service.
Here is my contact info:
xxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxx
Have a manager call me immediately to discuss how this is going to be resolved quickly.
Best regards,
Tim | |
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|  FerglessPremium
join:2008-04-19
Toronto, ON | Re: Not a good start from Acanac. Did you email this to support LeTimmy? | |
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| | | | Re: Not a good start from Acanac. I did. Here is my response and their response.
Caroll:
As of this evening I will not have any internet service (thanks to Acanac) as yours was replacing my current DSL service. Please make a note on the account to NOT email me any communique but to pick up the phone and call me with the date/time the technician will be arriving.
Which brings up another thought about how poor Acanac's communication practices are with their customers. How the hell are they expected to read emails for say New User accounts when service hasn't been hooked up?
Tim
Timothy Monaghan
Hello,
We submitted your information, and an appointment remains to be confirmed.
We will update the status of this ticket as soon as we are advised.
Thank you kindly.
Best Regards, Acanac Inc. 1-866-281-3538 ext: 1
Rate this ticket: Helpful Not Helpful
Ticket ID: FJZ-42392
Tracking URL: Click Here
Department: Cable scheduling and moving requests
Created On: 12 Apr 2013 04:29 PM
Last Update: 15 Apr 2013 11:39 AM
Status: Open | |
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| | | 24 Hours and still no reply from a Manager per my request at feedback@acanac.com.
I feel like I'm on a candid camera show about providing the worst customer experience possible.
This company is a joke. These guys make Rogers and Bell seem extremely competent. | |
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And this gets even friggin worse. I spent over an hour speaking with their CSR's today. They won't provide a Manager's name. One CSR "Romona" hung up on me after 20 minutes on the phone (intentional or not) I had to reiterate my whole situation again with another CSR Keinia.
So apparently they don't work at their corporate office at 1650 Dundas St E. #204 in Mississauga. This would explain why I can't speak to a Manager and why they won't provide a Manager's name. They probably dont have the ability to transfers calls and are probably on some ticket system. All these CSR's are working virtually and probably from home. They won't even get a Manager to call me back. This is how crazy this situation is with this company.
Now because my service technician didnt show up yesterday their only response to me is that I will have an email confirmation of the scheduled time within 72 hours. An email... I HAVE NO INTERNET SERVICE.... and secondly ... Im back in a queue because of their screwup ... I ordered this service on April 1st. It is now April 16th. I can't get someone to pickup the phone and call Rogers to fix their mistake. They are all robots who send things through automated processes.
This is quite possibly the worst business experience I have had in my entire life.
They've already charged my card. They've already shipped the modem but am sitting here with no Internet and no idea when it will be hooked up.
Avoid this company like a plague. | |
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| | | 
I finally received a voicemail from a Jolene from Acanac. Unfortunately, I was on another call but she did relay that she was sorry about the mixup and was able to confirm a hookup date of this Thursday. While this means another couple days without internet and making it very difficult to work it does bring me some solace knowing that perhaps an end is in site.
They also credited me a generous amount towards my bill for the trouble. I respect them for calling me as I had instructed and for offering the generous credit. This will go a long way in repairing our relationship.
I will let you know on Thursday if the hookup indeed occurs and if so I will update this to reflect while off to a shaky start, they did go out of their monetarily to make me a happy customer and that is appreciated.
Tim | |
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| | | Happy now. Rogers came on Thursday as promised.
Company gave me a credit so I applaud them for taking responsibility.
Speeds are great and as promised. | |
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| | FerglessPremium
join:2008-04-19
Toronto, ON | Re: Happy now. Good stuff | |
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 AGT
@concordia.ca | Acanac-Fraud All fraud,
They will never give your full money back. They are just looking for ways to charge you.
I paid about a total of 280$ for three month service. I couldn't use the internet for 10 days and finally one of them could help. I could'n load even google (funny). I cancelled the service within the 30 days but still after 2 months they didn't pay my money.
JUST KEEP AWAY FROM THEM | |
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| | | Re: Acanac Can you provide me with the ticket ID number from the billing department. Or any other ticket ID number for tech support. | |
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| | AGT
@concordia.ca | Re: Acanac My ticket ID is KIK-67697 | |
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| | | FerglessPremium
join:2008-04-19
Toronto, ON
1 edit | Refund Looking into it for you. They replied to your ticket 27 Mar 2013 09:40 AM that's after your post here on this forum.
Tks | |
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| | | | AGT
@concordia.ca | Re: Refund You can see the reply as well, It says nothing.
Dear Valued Client,
Thank You for your correspondence.
Your refund is in queue and will be completed shortly in priority sequence. We apologize for the delay and appreciate your continued patience in this matter.
Best Regards,
And I'm still waiting | |
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| | | | | FerglessPremium
join:2008-04-19
Toronto, ON | Re: Refund Yes, it can take some time before it gets processed through billing. Everything pretty much goes through billing so waiting would be the thing to do at this point. | |
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| FerglessPremium
join:2008-04-19
Toronto, ON
1 edit | Hi AGT
Can you please PM me your account information, something I can look up your account with so I can see what's going on.
Or posting just your ticket # will do.
Thank you. | |
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jsm777
join:2010-09-02
Brossard, QC | MLPPP info Hello,
I am currently a customer of Acanac.
I currently have a dryloop dsl with 15mb internet.
What speeds can I achieve with 2 X 15mb lines with MLPPP?
Does anyone know what would be the price?
Thanks. | |
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| FerglessPremium
join:2008-04-19
Toronto, ON | Re: MLPPP info Have you tried calling Sales jsm777? | |
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| | | You should take 30/10Mbps cable at 66$ instead of two DSL 15Mbps(30/2) at 50$ each (100$). | |
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| FerglessPremium
join:2008-04-19
Toronto, ON | quote:
What speeds can I achieve with 2 X 15mb lines with MLPPP?
Whatever you would get on each line added together.
You can also use Cable and mix it with DSL.
Or you might consider 25/10 VDSL. $39.95 | |
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Reviews:
·Acanac
| Acanac beware - Head Office Mississauga Acanac has the worst customer service I've ever encountered with any company and they will unabashedly try to reduce any kind of refund they provide to you. I tell you this as a customer of over five years.
Among many problems I had with them included a move of my service from one address to another in which I gave them over three weeks advance warning and it took them over two weeks after my move to finally get the service up and running. (Nothing needed to be done other than flipping a switch as there was already Acanac service at both locations.) Then after my service was already up at the new address, a different department at Acanac had it disconnected for a few days so that they could "move the service over to my new address". Yes, it doesn't make sense, but that's what they did.
There are many other problems that I've had with them, but it would be overly tedious for me to get into it. Suffice to say there's a lot more where that came from.
When I suggested that they refund my moving fee for the fiasco, they actually had the gall to only offer me half (approximately 13$ back) instead of the whole amount.
I almost never make complaints to the Better Business Bureau, but Acanac deserves this special attention for the sheer horrible service they provide as well as their antagonistic approach to dealing with their customers.
They have several departments who do not speak to each other, resulting in a disjointed customer service experience in which the right hand doesn't know what the left hand is doing.
The actual service (if you finally are able to get it going) is decent, but woe to anyone who needs to deal with them. You have been forwarned.
I've been a customer with them for years, and the only reason I keep their service is that I got them ten referrals and got free service as a result. If I had to pay at all for this service, I would end it immediately. | |
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See 15 replies to this post |
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| | Only ACANAC could do this
there is a valid credit card associated with my account and i have checked with my bank and there has been no transaction declined, which simply means " no one has tried to charge my credit card"( some one was too lazy to do his/her job).
After inquiring I was told i will have to pay extra charges to have my account reinstated, which sounds like a money grab scheme to me.
I have submitted a ticket (XZE-48572) requesting to provide me a proof of declined transaction so i can take it up with my bank, to which i have not got any response as yet.
Makes me wonder how they manage to get the ratings? | |
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See 6 replies to this post |
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| | Acanac keeps surprising me!!! Acanac keeps surprising me!!!
I am with this company for 6 years, and every time I contact them I feel very frustrated and disappointed.
I changed my address in April 30-th, and asked to setup the Cable Internet at my new address, using the modem Acanac sold me before. The modem worked perfectly on 18Mb at the old place.
After 8 days waiting and many phone calls I finally gave an answer that they cannot use the modem. I still do not understand why, but it is OK. But it took them 8 days to answer!
Over the phone I placed another order (as I was told - they just corrected my old order) on May 8-th, and waited 48 hours till now - May 10-th. When I called customer service today, I was told that they updated my order only YESTERDAY, and it MIGHT take another day or two to process. I guess it will probably take much longer, as usual.
They do not even care to give you a ticket when you place an order. Probably in such way it is easier to hide their mess.
I had same poor responses a couple times during the last 6 years, but I ignored it.
You guys really should do something with you business processes. If what I see is only one simple case, I can only imagine what is happening behind the curtains.
You are loosing your face in cases like this. But, probably you don't really care.
Alex. | |
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| Reviews:
·TekSavvy DSL
| Re: Acanac keeps surprising me!!! You are right in that Acanac should improve their business processes. When you call in you are speaking to someone who has only been trained on sales. They do not even have access to your account but are chatting away with a team leader who looks up the account info for them. They have a few resources for ordering that's it and the reason that they cannot give you a ticket number is likely because they do not have one. All the calls are simply tallied up at the end of the day and sent off in an excel spreadsheet.
Even if the agent wanted to help you they could not. They have minimal training and very little access to your account. All they can really do is tell you what department to email because there are no transfers and sales is the only live help you can get. I am really sorry you had this experience but not surprised because as you said the management does not care | |
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1 edit | Re: Acanac keeps surprising me!!! You are right, unfortunately.
That is how management setup their working environment.
He/she deleted a few posts at Acanac's forum.
That is how they deal with the problems. | |
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| | | FerglessPremium
join:2008-04-19
Toronto, ON | Re: Acanac keeps surprising me!!! quote:
when I suggested to Acanac on their web order form to create a drop-down menu for modems that customers are intended to use and list only supported modems
There is already a drop down menu with your choice of modems and I told you that on the Acanac Forum.
Posts get deleted for a reason Mr. Alex. | |
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| | Acanac DSL problem - need help After my DSL connection became worse and worse in the past 4 days (the speed decreased day after day...) last night I lost all my internet.
I have a Siemens SpeedStream 4100 modem purchased from Acanac an year ago.
Acanac Technical support says that there is a problem with my computer. But I really doubt that because my computer is getting an IP address from their modem/router (192.168.x.x). And also I connected my 2nd computer to their modem/router and I still have issues, I'm getting a valid IP but I can't open any page.
If I try to open the modem admin page (192.168.254.254), when I click on "Setup", on the left side, it's asking me for username & password. The username it's already there "admin" but I don't know what the password is.
I already tried with some generic passwords (admin, password, siemens, support etc) but it didn't work. Also I have tried to do a factory restore on that modem, to erase the settings (hoping that I can remove the admin password) but didn't work. I pressed the reset button for more than 20 seconds, then I unplugged the power and plug it back...
So now I'm stuck, I don't have internet, I cannot access the modem to see if I get an IP address from the ISP and Acanac technical support is useless, as always.
So if someone has any suggestion I really appreciate!
Thanks!
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| | | Re: Acanac DSL problem - need help Enter a password of your choice then re-enter the same password in the confirm password box then click save settings.
You would get better results for your questions in the Acanac forum.
»community.acanac.com/ | |
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| | Is Acanac Blocking Some Websites? I can't seem to get to some sites with Acanac that I use to when I was with Rogers. I am wondering if anyone with Acanac can get on to this website »k3yforums.com/ ? I'm getting "Unable to connect" but if I use a proxy I am able to connect to it. I try to ping k3yforums.com but I'm getting "general failure" but the IP is 88.80.30.4 and somewhere in Sweden. So I have also had problem with other sites I think with the IP somewhere also from Sweden that I can't connect to. Also I can't access this website »fiio.com.cn/ but I can with a Proxy. | |
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| | | Re: Is Acanac Blocking Some Websites? They don't block any website, i try them and it works for me.
I don't have any proxy. | |
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1 edit | Re: Is Acanac Blocking Some Websites? Ok I just found out the reason. It's my Malwarebytes Anti-Malware that's been blocking certain sites. Try the sites on my tablet and it's working fine so I figure it's must be something on Windows blocking it. | |
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| | | |
| | | | | Re: Is Acanac Blocking Some Websites? Great Glad it's fixed | |
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| | billing very poor customer service.They charged us $ 514.0 for our DSL service which we never used. We cancelled it when we moved to our new house. And now not answering for our Ticket. Even cant contact directly with their billing department. | |
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| FerglessPremium
join:2008-04-19
Toronto, ON | Re: billing Do you have a ticket # relating to this I can check?
Thank you. | |
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| |  Acanac moving request
I placed a moving request with Acanac 10 days ago and they billed my credit card with the moving fee 5 days ago. I have not received any information so far regarding when the installation date will be. I have sent a few emails to Support and Billing and have not received any replies. Today when I called Support, they told me that nothing has been posted as of yet regarding the installation date. So my questions for you guys on this board are the following:
1)What has been your moving experience with Acanac like?
2) My term with Acanac ends next month. I have heard horror stories regarding cancelling with Acanac. How do I best avoid the headaches if I decide to not continue with this service?
Thank you. | |
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| FerglessPremium
join:2008-04-19
Toronto, ON | Re: Acanac moving request Hi
I sent you a PM.
Thank you. | |
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