http://www.dslreports.com/forum/r19790745 en Tue, 02 Dec 2008 01:20:36 EDT Tue, 02 Dec 2008 01:20:36 EDT http://www.dslreports.com/forum/remark,20065077 fiestaware : One of us here is anonymous - one is not. Who's more likely to be a stooge?

On the other hand, Acanac has been guilty of a little message board pollution, so... you be the judge.

I admit I have little/no technical knowledge - but at least I'm not an asshole. Acanac didn't properly enable my account, I guess. It worked for a short time, was very slow, then stopped. Their authentication server didn't see me, but I had no problem logging into two other ISPs. Fine. Then, when I report it and request a fix, they treat me - a prospective customer - like total crap. No thanks.

You can check with the mods here concerning my non-affiliations. I was with Bell until last month, scouted several independent ISPs (deliberately going out of my way to give a chance to the not-so-popular ones) and finally settled on one that [a] actually provided a quality service, and [b] treated me decently. That is, not Acanac. Note: I never named who I actually went with.

I tried to resolve my issues with Acanac by PM, phone, email, and their useless ticketing system. I went out of my way again. Their customer service went from nil to bad to horrible, as you can read above. I wrote down that belligerent tech's remarks as he said them, and I was almost as disbelieving as you seem to be.

One hand doesn't know what the other is doing at Acanac - and neither hand is doing much good. Acanac doesn't need me to tarnish its reputation - read around a bit, their reviews are mixed at best. Acanac doesn't have competitors; few companies provide such abysmal service when trying to lure customers with trial accounts.

That's all I have to say about this company. Until I decide to write a review - which I will do now that you've reminded me.]]> http://www.dslreports.com/forum/remark,20065077 Tue, 26 Feb 2008 13:17:59 EDT http://www.dslreports.com/forum/remark,19903992 anon : Fiestaware more than likely works for another ISP worried about Acanac biting into their markets. The tech support dialog quoted reads as if imagined - poorly imagined at that. And what's with a DSL modem having a busy signal? Not going to happen, unless it's someone with no technical knowledge employed to write shit about Acanac (and perhaps other competetors) on forums . . . I call BULLSHIT on fiestaware. Thanks for polluting the forum and making my decision process more challenging. ]]> http://www.dslreports.com/forum/remark,19903992 Wed, 30 Jan 2008 15:43:56 EDT http://www.dslreports.com/forum/remark,19831773 fiestaware : Believe me - during the phone 'conversation' cited above, I decided on a different ISP. Why would I choose a company that treated people this way?

The other provider I called actually answered my questions, gave me a test account, and were helpful on the phone. Imagine that!]]> http://www.dslreports.com/forum/remark,19831773 Fri, 18 Jan 2008 23:06:44 EDT http://www.dslreports.com/forum/remark,19820042 jackr : I'd look around for another ISP if you have the means. I'm not exactly thrilled with the Acanac experience myself.]]> http://www.dslreports.com/forum/remark,19820042 Thu, 17 Jan 2008 12:57:48 EDT http://www.dslreports.com/forum/remark,19813376 fiestaware : Way to gloss.

I've said everything I need to say about the technical issues. You guys have behaved lackadaisically at best on that subject.

I guess you find the sort of (prospective) customer service quality mentioned above to be acceptable? Your techs get to treat people like jerks - no problem?

I've already chosen another company. Their servers responded to my modem without a problem, their speeds are as promised, and their representatives didn't talk shit to me when I called.

That's not a crazy progressive business model, you know?]]> http://www.dslreports.com/forum/remark,19813376 Wed, 16 Jan 2008 13:37:53 EDT http://www.dslreports.com/forum/remark,19811286 Acanac Inc : Hello,

First let me point out nobody seems to be having this issue. It is not normal unless your username and password is incorrect. I believe i have requested to have it PM'd to me a few days ago. Has this been done? Sorry but I can't find it so if you did PM me again with it and I will check it.

Furthermore " I was getting a busy signal sometimes; " . NOt sure what modem does this but i would strongly check a dsl modem that gives you a busy signal.

Our network isn't busy or congested in any way. Simply your username and password do not work. Our staff can't help because they do not have the tools. These free accounts are not normal in their setup thus they can't even see them on their system. For free logins you must go through myself and paul.

Waiting for your reply.

Sandro H.
»www.acanac.ca]]> http://www.dslreports.com/forum/remark,19811286 Wed, 16 Jan 2008 06:47:33 EDT http://www.dslreports.com/forum/remark,19810408 fiestaware : While I'm no longer concerned about the technical side of this issue [having tested my connection with two other ISPs - no problem, not to mention test@test... I assume Acanac's authentication server didn't recognize my account for some reason; I was getting a busy signal sometimes; whatever] I believe you have some customer service issues to address. From what I read around the internet, it will not be the first time you've heard that remark.

Since the online support I received amounted to "Don't forget that your password is case-sensitive!" (Thanks, I use new-fangled cut & paste technology now) I thought I'd better finally call.

1st call -

Tech: "Acanac support."
Me: "Hi, I'm having difficulty with one of your trial accounts; I wonder if you could look at it?"
Tech: *distinctive hang-up click*

Five minutes later, 2nd call -

Same tech: "Acanac support."
Me: (pause) "You gonna hang right up...?"
Tech: (snarkily) "Sometime today I'll hang up; at the end of the day."
Me: "May I get a question out first?"
Tech: "If you can ask it in 3 seconds."

That's a quote.

- At this point I explain my problem. Maybe he has some basic advice, or maybe he can take that 3 seconds to ask his boss (a fellow named Trevor). He says neither of them knows anything about it, so he can't help me. He won't even look into my individual account to see if Acanac servers are being hammered by my very persistent modem. He advises me to send them an email. See above for how productive my online discussions with this company have been.

I ask again, very politely, if he could take a look at the account.

Tech: "No. And I don't want to deal with this issue anymore." *loud click*

That's a quote.

I told a few fellow Montrealers (all of whom are jumping the HMS Sympatico this month) about my brief experience with Acanac. The reaction ranged from chuckles to awe. That just about how I feel too. No one I know is switching to Acanac after hearing this story, to be sure.

Thanks for the trial account though. It was certainly instructive.]]> http://www.dslreports.com/forum/remark,19810408 Wed, 16 Jan 2008 00:03:34 EDT http://www.dslreports.com/forum/remark,19792873 fiestaware : I've consented that it's weird. I'd love the opportunity to prove those initial results wrong. I'll post here whatever (or, whenever) I find.

PM'ed.]]> http://www.dslreports.com/forum/remark,19792873 Sun, 13 Jan 2008 15:28:12 EDT http://www.dslreports.com/forum/remark,19792141 Acanac Inc : Hello,

Thank you for your response. Can you please PM me the username and pass you are using so i can verify that it is active and working correctly. I will verify and then also run some speed tests using that username. It is very strange to see 1/2 the speed especially when sympatico and acanac use the same path. The only difference will be on the internet side but we have no bw limitations at the moment. We are nowhere close to using our available bandwidth.

Sandro H.]]> http://www.dslreports.com/forum/remark,19792141 Sun, 13 Jan 2008 12:53:42 EDT http://www.dslreports.com/forum/remark,19792037 fiestaware : PPS - I'll give it another round of attempts later this eve. ]]> http://www.dslreports.com/forum/remark,19792037 Sun, 13 Jan 2008 12:26:41 EDT http://www.dslreports.com/forum/remark,19791992 fiestaware : Indeed, I do know how to conduct a proper speed test, and the results surprised me too. That's why I was attempting to run them for a second and third time. However, one test satisfies most people - and one test proved half speeds. Sadly, I didn't save the results.

My settings have remained constant throughout this process. Naturally I checked them anyway. That isn't to say that there's no error on my end - it's just that nothing changed from one minute to the next that would prevent me from simply logging back in.

I appreciate your response. I understand that you are pressed for time, but I would've preferred we address this topic via PM. Instead, you abruptly referred me to that rather janky, poorly-worded, unhelpful FAQ. Things operate differently in the public forum, I suppose.

We'll see how this minor issue pans out, but I have no choice to consider the whole thing predictive.

PS - I have only sent one ticket related to the free account.]]> http://www.dslreports.com/forum/remark,19791992 Sun, 13 Jan 2008 12:20:15 EDT http://www.dslreports.com/forum/remark,19791208 Acanac Inc : Dear Fiestaware,

First I would like to thank you for your interest in our service. I would like to respond to a few of your comments.

1. The speeds being half of what they are at bell doesn't make any sense whatsoever unless you are doing some trace route from a different location and bell has faster to that one specific area. Try www.acanac.ca/speedtest and let me know the results compared to bell. I would be very surprised if that were the case.

2. I would check your settings because there is no reason why you can't login again. Once you login once you should be able to login again. Nobody has complained about this so I am going to say that this is likely a modem error or configuration error and not a server issue.

3. It is the weekend and although we work on the weekends these free logins are not handeled by the regular staff. These are managed by myself and Paul and currently paul is away on vacation. I am trying to keep up with all requests ( PM, Private Messages, Email, etc ) and it is not easy due to the volumes that we do. I work 7 days per week right now and I will do my best to get every response out as soon as possible. You should expect faster responses via support because there are a lot more people working on those areas.

I am sorry that you are dissapointed however I do feel you have not given us a chance yet. Please be patient and I will process and check your free account status and how it is working. I do strongly feel however that your issue is related to your modem on your side.

Finally the tickets you are sending related to free accounts get forwarded to myself and paul as well so they will not be answered any quicker then PMs and posts.

I promisse that I will try and catch up today ( SUNDAY ) and get everyone's questions answered.

Sandro H.
»www.acanac.ca]]> http://www.dslreports.com/forum/remark,19791208 Sun, 13 Jan 2008 08:40:40 EDT http://www.dslreports.com/forum/remark,19790745 fiestaware : And I'm not even a customer yet!

I ask for a free trial login via this site.

I get one, try it out - and I notice that my speeds are almost exactly HALF of what I'm getting with Bell.

I log out. I need to cross-check this. I want to run several speed tests on both providers before I make a judgement.

I'm unable to log back in to Acanac using the same trial account.

This is annoying, but a good opportunity to test Acanac's customer service.

I send an IM via this site. No response. I call, but they're closed on the weekends. Their voicemail promises that they are "available to assist [me] 24 hours a day, 7 days a week via email". Fair enough. I email, and it starts a ticket (6:51PM, Saturday). I assume they can just give me a new trial account at least.

At 12:32AM, Sunday, I am responded to:

"Dear customer,

Is it possible to give us a call.
We can properly trouble-shoot your problem over the phone
Our DSL Support department is open from Monday to Friday 9AM to Midnight you can call Toll Free: 1-866-281-3538"

Ticket closed.

Acanac may be available by email 24/7 - but seeminly not to assist. To defer.

Is this the sort of experience I should expect with Acanac? If this is how prospective customers are treated, how will I be dealt with once they already have my one year prepayment?]]> http://www.dslreports.com/forum/remark,19790745 Sun, 13 Jan 2008 02:39:04 EDT