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Mike L
@unitz.ca
| Questionable company I saw the latest promotion they were offering. Sounded good. We needed to put in three DSL circuits in the next month or so.
Started OK with sales. Signed up and was told it'd be 5 or so business days. Well 9 days went by and I called to find out what was up. They say they had a problem with the circuit number. Of course they didn't bother to call us to query. They'd just wait until the customer call them. Acanac had the information as it was provided at signup. I waited another week, and still no service. Called again and again was told there was a problem, this time with the name on the account. Still no one there calls us. After 3 weeks, and still no service, I ask to speak with a manager or the president or VP. No call from them. Guess they're way too important to actually communicate with customers. But they did send me an invoice right away early in the process.
This company doesn't truly understand the relationship with the customer. If everything goes smooth, you would never find out how they won't contact you once there's a problem and will simply ignore issues until you start asking questions.
Recommendation would be to consider going elsewhere for DSL service since they're unresponsive.
BTW: They're still charging 6% GST. Perhaps accounting will actually realize that the tax rate changed! | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Re: Questionable company Hello,
Sorry that you are having issues with your connection. approx 5% to 10% of our client base experiencess issues within connections and often it is more bell's problem then anone elses however with respect to your GST comment, I am not sure where this information has come from. Anyone can clearly see that we charge the monthly fee and it includes taxes. This means that the monthly fee does not change. Say its 18.95/mo ( including taxes ) and the tax rate goes down to 5% as it did recently. Your price is still 18.95/mo. If it goes up to 7% it would still be 18.95/mo. I don't see how the tax rate changes affect our customers at all so your comment is incorrect
Sandro H.
»www.acanac.ca | |
| |
Anon_Name
@execulink.com
| Re: Questionable company "I don't see how the tax rate changes affect our customers at all so your comment is incorrect"
Ouch. Not a very nice customer-service oriented comment. Shame on you, Sandro H.
Tax rate decreases, but your price does not. THERFORE, you've actually INCREASED the price the customer pays for Internet. Tax increases aren't exactly the way our government likes to work (doesn't help with voters at election time), so your argument that the price would stay the same IF the tax rate was to go up is a moot point.
Here's some simple math to illustrate my point:
$18.95/month on 14% tax (6% GST, 8% PST)
$16.62 for Acanac, $1 GST $1.33 PST
on 13% tax (5% GST, 8% PST)
$16.77 for Acanac, $0.84 GST $1.34 PST
That's 15 cents extra per customer, per month. Let's say you have 10000 customers paying that over a year. It's an extra 18 grand that we paid for our internet.
And that, Sandro, is how the tax rate changes affects your customers.
BTW, I am an Acanac customer. | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
4 edits | Re: Questionable company Hello,
Thank you for all your replies. We state $18.95/mo including taxes not 16.62+ GST. Our price is fixed. The taxes are include so whatever the differences are on our end we calculate and pay the government from our monthly fees. We loose approx. 8 dollars per month on each and every client for the first year of service. That doesn't even include the taxes which we pay to the government on that sale.
Let me try to explain it this way. You go to the bank to exchange to US dollars and you happen to have a live stream of the market on a laptop. It shows the US dollar at 0.92cents on each US dollar and the bank teller says that maybe so but internally we are charging 0.97 cents on each dollar. Do they debate the rate with you or simply tell you these are our rates ( iether take it or leave it ? ). We are not forcing anyone to purchase our service. If someone is not comfortable with $18.95 anymore because the GST tax dropped from 6% to 5% and Acanac increased the prices to compensate then they do not have to purchase. After all this is a promotional offer only available on the first year of service.
I don't mean to be harsh or rude to you in any way however this is how it is. Take it or leave it.
Sandro H.
»www.acanac.ca | |
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Patch
@cae.com
| Re: Questionable company I don't see how people can complain about what is obviously a very good price for DSL service. I have just started an account with this company, ( I expect to have service in the next few days ) so I cannot yet comment on the service, but compared to my present ISP (Sympatico) this is a GREAT deal. I hope I won't be disappointed.
-=Patch=- | |
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Mike L
@unitz.ca
| Re: Questionable company I hope your experience is better. I cancelled this undelivered service on the 21st of January and they've posted a transaction against my card and now I'm trying to have it reversed. They're difficult to deal with and I've had to put in a dispute with my card company. They may offer a good price to get you interested but Acanac doesn't really care about its customers. Good luck!
Mike
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Acanac Inc. Why are you disputing it with your credit card company. If your within your 30 days a refund will be issued without any problems. Can you please provide with the ticket ID's that you submitted to our billing department?
Best Regards,
Paul
»www.acanac.ca | |
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HF1
@cgitmsmdc.ca
| Re: Acanac Inc. Hi Sorry to interrupt you all. I just want to try to find Acanac contact person for my trial request. I have recently submitted the Acanac trial form on Feb 6 by clicking the link of Acanac Trial above. However, I don't receive any response or confirmation email from Acanac so far, even I re-submitted the trial form again yesterday. I have also called Acanac to confirm, but the sales said the trial is only offer online and no help from her. I also send an email to the Acanac admin for the trial on Feb 6, again, no response.
So it's strange that I normally see a quick response from Paul or Sandro of Acanac. If Paul or Sandro see this, can u please reply me whether the trial is no longer offered or it WILL be processed and when I may have the login and password available, thanks a lot.
Best Regards,
HF1 | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: Acanac Inc. said by HF1 :
Hi Sorry to interrupt you all. I just want to try to find Acanac contact person for my trial request. I have recently submitted the Acanac trial form on Feb 6 by clicking the link of Acanac Trial above. However, I don't receive any response or confirmation email from Acanac so far, even I re-submitted the trial form again yesterday. I have also called Acanac to confirm, but the sales said the trial is only offer online and no help from her. I also send an email to the Acanac admin for the trial on Feb 6, again, no response.
So it's strange that I normally see a quick response from Paul or Sandro of Acanac. If Paul or Sandro see this, can u please reply me whether the trial is no longer offered or it WILL be processed and when I may have the login and password available, thanks a lot.
Best Regards,
HF1
I don't have any outstanding PM's for trial login in accounts. Please don't email ours sales department because they don't have the capability to issues you a PPPOE login account. Please just send a PM here on this forum.
Best Regards,
Paul
»www.acanac.ca | |
| | | | | | | | | jayelde
join:2008-02-07
Fort Erie, ON
| Re: Acanac Inc. Paul, I think you need to sit back and look at your customer relations. Firstly I think you should forbid Sandro from responding to these forums. The damage done by the bickering is reason enough for possible customers to go elsewhere. Secondly, if your Sales department can't handle email for potential customers, then there is a facility on most email called 'Forward' which would allow them to send the request the the proper persons. The fact that no one checks for requests is why you have irate customers. | |
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jeffster1970
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
clubs: 
 ·magicjack.com
·Vonage
 ·Acanac
·Bell Sympatico
| said by Anon_Name :
"I don't see how the tax rate changes affect our customers at all so your comment is incorrect"
Ouch. Not a very nice customer-service oriented comment. Shame on you, Sandro H.
Tax rate decreases, but your price does not. THERFORE, you've actually INCREASED the price the customer pays for Internet. Tax increases aren't exactly the way our government likes to work (doesn't help with voters at election time), so your argument that the price would stay the same IF the tax rate was to go up is a moot point.
Here's some simple math to illustrate my point:
$18.95/month on 14% tax (6% GST, 8% PST)
$16.62 for Acanac, $1 GST $1.33 PST
on 13% tax (5% GST, 8% PST)
$16.77 for Acanac, $0.84 GST $1.34 PST
That's 15 cents extra per customer, per month. Let's say you have 10000 customers paying that over a year. It's an extra 18 grand that we paid for our internet.
And that, Sandro, is how the tax rate changes affects your customers.
BTW, I am an Acanac customer.
I understood the prices to be $18.95 w/taxes. Still not getting why people would be upset about losing 15 cents, or whatever it is, a month. Remember, if the Liberals get elected they will increase the GST to 7% and everyone would be b*tching if Acanac **increased the price**, stating that the price was supposed to be $18.95 w/tax.
Anyway, DSL for under $19, no complaints.
--
"I think there is a world market for maybe five computers."
Thomas Watson, chairman of IBM, 1943 | |
| | | | Farshid420
join:2006-03-24
North York, ON | Re: Questionable company Glad to hear an opinion from someone with a logical argument. Thanks jeffster1970  | |
| 
Last Parade
One of the Brightest Stars
join:2002-10-07
Port Colborne, ON | The GST discussion has pretty much overshadowed the more important issue of nobody contacting the customer. | |
|
QC
@netc.net
| I am a recent customer to Acanac and after reading this forum I feel I have to comment here. This company is BRUTAL. The support is laughable. I am just coming up on my 30 day limit to cancel and guess what? I still don't have a VOIP telephone connection that I consider reliable. The phone goes dead every few days and I have to reboot the ATA to get it to work again. Linksys tech. support ran through some checks and said that all looks OK and so it's up to Acanac to help me configure it. I sent in an e-mail to Acanac's VOIP support (I just can't believe they don't have verbal VOIP support, another example of their useless service). I sent that in almost 7 days ago and I still have no response (not even a ticket opened).
I called DSL support. They looked and saw that my e-mail was in the system but never responded to by Acanac. When I expressed my dissatisfaction with this company I swear to god the woman literally yelled at me, and I quote, "YOU'RE GETTING DSL FOR 20 BUCKS A MONTH!!! WE HAVE TO CUT DOWN SOMEWHERE!! WHAT ELSE DO YOU WANT ME TO DO?? I CAN'T HELP YOU!!!". I have never dealt with a company like this in my life. I would venture that anyone who does not agree with me simply has not had any technical problems and thus has not had to deal with Acanac's lack of service. | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Acanac Inc. So what service do you have with Acanac? Voip or DSL? Both? Tech support is not perfect, but Acanac does stand behind it's service. If your not happy your more than welcomed to request a full refund. Very few companies will back up it's service with this type of guarantee.
Best Regards,
»www.acanac.ca | |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| Re: Acanac Inc. said by Farshid420  :... as far as I know, and I've spoken with some of the CSRs at Acanac, that type of behaviour is not tolerated... Ha. Re-read my thread you stooge.
Not only is that level of CSR behaviour common, but...
said by Acanac Inc :Acanac does stand behind it's service. I literally LOL'ed. | |
| | | | | | | | | | | | | | | Farshid420
join:2006-03-24
North York, ON | Re: Acanac Inc. Professional title... that's original  | |
| | aj_oshea
join:2008-03-18
| Re: Questionable company I was reading over all the entries here and have had the same experience as most of the other people here. When there are issues, and there have been many for me, the customer service is horrible. I work in the customer service industry and I cannot believe that the way the customer service people behave is tolerated. I have been hung up on many many times when the agent doesn't feel like troubleshooting the problem anymore. My internet service is very slow, but I just put up with it, because I am past my 30 days, and have gotten nowhere with tech support over and over. Always the same excuse, blame Bell.
Just goes to show you that you truly do get what you pay for, and had I have known how horrible the service was, I would have paid more to someone else who could provide satisfactory service. To the person who says that Acanac is great and everyone needs to stop criticising.....let's see what you say in a couple of months. | |
| | | Farshid420
join:2006-03-24
North York, ON
·Acanac
 ·Rogers Hi-Speed
| Re: Questionable company aj_oshea, whether or not you decide to stay with Acanac, would you mind contacting Paul through pm (Acanac Inc) and giving him some more info on who/what time you called when the person hung up on you, because as far as I know, and I've spoken with some of the CSRs at Acanac, that type of behaviour is not tolerated.
In defence of Acanac, and this isn't the first time I've said this, the fact that most CSRs blame things on Bell is usually because Bell is to blame, especially when it comes to speed issues, as Bell has found it acceptable, despite complaints from both customers and Acanac, to drop people's profiles after they sign up with Acanac (especially if they were Bell customers beforehand).
I'm sad to hear that you had such a bad experience, and hope you find a provider that's better suited to your needs, as no one deserves to be treated badly, especially for a service they're paying for. | |
| | | | aj_oshea
join:2008-03-18
| Re: Questionable company I cannot remember what the specific date was that I was hung up on, but it was more than once and I called back and expressed my dissatisfaction with that right away.
As far as CSR's blaming Bell, I am not in any way saying Bell isn't useless as a whole, because I think they are. I find it hard to believe that Bell is sabotaging me in particular because I was not a customer of theirs right before going to Acanac. I did not have any internet service for about a year before I signed on with Acanac. Regardless, Bell may very well be the problem, I'm not sure. If this can be resolved, than i would be more than happy to continue with Acanac, but I do feel like the customer service needs to be looked into. Thanks guys for your interest in my concerns. | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
2 edits | Acanac Inc. I don't know your specific issues, but I am assuming your getting slow speeds or your disconnecting. If this is the case it's most likely due to your distance from the CO. Acanac is fair and just because you passed your 30 day limit for a refund does not mean you can not get one. Please provide me with your ticket ID's. If it's distance related and you wish to leave I would be more than happy to offer you a refund. DSL is distance depended and some clients will never get good speeds. I would recommend Cable if your to far from the CO.
Best Regards,
Paul
www.acanac.ca | |
| | | | aj_oshea
join:2008-03-18
| Re: Acanac Inc. Paul, I have messaged you a number of times and you have not gotten back to me. I would LOVE to know why it is that I am recieving horrible service here. At last check the download for my dsl was 6kbs from speedtest.net. It would not finish the test because of how slow it is I assume. I think it is ridiculous that I have to put a message like this on a public forum to get results. I have been very patient and have now lost my patience. Come on! | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: Acanac Inc.Unless you were using a different user name I don't recall ever getting any emails from you. Please send me a PM with your DSL user name and I will check the current status of your account.
Also have you contacted support regarding your current problems? If so what did they tell you.
Best Regards,
Paul
»www.acanac.ca | |
| | | | | | aj_oshea
join:2008-03-18 | Re: Acanac Inc. Paul, I have sent a number of pms to you through the acanac.net site. Is that not monitored? | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: Acanac Inc. said by aj_oshea :Paul, I have sent a number of pms to you through the acanac.net site. Is that not monitored? It is monitored, but it takes time. I am only one person and I do have other responsibilities. It is always best to contact support first. I some cases I may take a longer than they would depending on my schedule. | |
|
maattp
@xx.ca
| Everyone here needs to stop critisizing acanac. It is clear that all of these problems are lies and I have no complaints with acanac tech email. They response ver fast and are very helpful. You people are expecting way too much from a company that is giving you great rates. YOU HAVE NOTHING TO COMPLAIN ABOUT. IF YOU DON'T LIKE IT GO PAY $60+ WITH ROGERS AND HAVE A 60GB CAP!!! | |
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FCPorto
@prserv.net
| This is scary hearing all this stuff. I just signed up with Acanac. My service is scheduled to start tomorrow. I'm hoping I don't run into any of these issues or I won't be impressed. I think the problems are already starting though. The charges to my credit card went through no problem but I'm being told that my account info was e-mailed to me and I haven't seen anything yet. Mysteriously this e-mail with my account info doesn't make it but everything leading up to the sale has. I'm getting very suspicious. Oh well, I won't deal with this for months as some people have. I'll give 2 or 3 days tops. I'm still on Cable and I'm not cancelling them until this is up and running properly. But Paul, take it from another Paul ... I'm worried. | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | Acanac Inc. We setup hundreds of clients a day. The vast majority don't encounter any issues. All of our emails are automated. The most likely reason why you never received the one with the setup information is probably because it went to your spam box. It has a few pictures and it may be setting off your filters.
Do this contact support and request that they send you the welcome letter while you are on the phone. If you still don't get PM me with your contact information and I will PM it back to you. Please also be aware that our DSL modems will included the same instructions once they arrive.
If you have any other questions please let me know.
Best Regards,
Paul
»www.acanac.ca | |
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FCPorto
@prserv.net
| No problem Paul. If it comes with the modem as well, then I'll wait for the modem to arrive. Not a big deal.
To others, what impact does throttling have on gaming? I'm a big PS3 online gamer and hopefully this doesn't impacts it to the point where it is non-useable. I'm a moderate Bit Torrent user, so I'm not too worried about that. If anyone knows the impact, please provide a response. Thanks in advance. | |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| Re: Questionable company said by FCPorto :
No problem Paul. If it comes with the modem as well, then I'll wait for the modem to arrive. Not a big deal.
To others, what impact does throttling have on gaming? I'm a big PS3 online gamer and hopefully this doesn't impacts it to the point where it is non-useable. I'm a moderate Bit Torrent user, so I'm not too worried about that. If anyone knows the impact, please provide a response. Thanks in advance.
Right now Acanac clients are not being throttled, but I can't predict what will happen in the next few days. It should not affect your online gaming, but if it does one more reason we can use to fight this unexpectable practice.
If you have any other questions please let me know.
Best Regards,
Paul
»www.acanac.ca | |
|
No thanks
@rogers.com
| Id like to thank the people of the forum, this was looking like a too good to be true deal, and after reading through some threads, the company lost this would be customer. You guys should work on how you handle people and your business. I will stick with this shity rogers. At least they call and do what they say. If you guys ever change management, fire your tech support. hell get your act together, let me know Id support you then. | |
|
Eric_TO
@acanac.net
 from:
Fergless
| I have found Acanac's customer service to be excellent. Emails are replied to promptly. Phone calls are answered within 15 seconds - compared to other companies where you have to wait 5-10 minutes before someone picks up.
It appears possible that Bell is to blame for lower speeds, maybe to make customers think that it is the smaller companies that are providing an inferior DSL service.
If the people complaining on this thread are legit, then sorry you've had bad experiences. But if you guys are dirty moles sent by some other company to make Acanac look bad, then go screw yourselves.
Everyone reading this thread, please be wary of the people complaining. I have had very good service from Acanac. | |
| | Farshid420
join:2006-03-24
North York, ON | Re: Questionable company Glad to hear it Eric_TO | |
| | | bt1999
Premium
join:2008-02-08
Markham, ON
·Acanac
| Re: Questionable company I like to read the threads and reviews ... but rarely like to post. But I do want to say that it is strange how there are such strong and extreme views of this company. I, for instance, have had no problems whatsoever since joining ... my speed is even faster than what it was with Sympatico (go figure!) And currently I'm still not throttled on BitTorrent (knock on wood).
Anyhow, I read the same reviews and concerns as everyone else and was initially leaning towards TekSavvy. But I decided that a one month trial was a no-lose situation. I never looked back after that!
So for those who are unsure, I would recommend for you to PM Acanac Inc and get a free trial so that you can decide for yourselves. Don't lose out on a potential great deal just because of the possibility that others are deliberately trying to sabotage the company.
Also, for those who have truly had bad experiences ... all I have to say is that most people have had at least one similar experience. Mine was with Bell, but I didn't go ape-nuts on them. Move on with your life and stop being so vindictive. If everyone were like you, this world would be an angry place! | |
| | | |
will
@acanac.net
| Re: Questionable company said by bt1999 :So for those who are unsure, I would recommend for you to PM Acanac Inc and get a free trial so that you can decide for yourselves. Don't lose out on a potential great deal just because of the possibility that others are deliberately trying to sabotage the company. Also, for those who have truly had bad experiences ... all I have to say is that most people have had at least one similar experience. Mine was with Bell, but I didn't go ape-nuts on them. Move on with your life and stop being so vindictive. If everyone were like you, this world would be an angry place! I am a new Acanac customer and I have had a lot of problems with getting set up, but my experiences with customer service has been pretty good when I call them. The calls are answered by a person pretty quickly compared to Rogers or Bell.
Although I have passed the 30 day trial period, I sent an e-mail asking for an extension of 30 days because I never got my service on time. I sent the e-mail on Friday night and got a response on Sunday saying that I should just send them an e-mail when I get my service and they will adjust my billing start date and extend my trial period. I never expected to hear back until Monday, so this was nice.
I have my service now (about 1 month after ordering DSL service from Acanac) and the problem was tracked down to something Bell did. They had previously installed something for Bell Express View which I had never ordered and there was a filter that blocked DSL service. The BELL technician came a couple of days ago and removed the filter. There was a lot of confusion prior to that while we tried to figure out what was wrong, but in terms of how I was treated by the people I spoke with, I think they were polite and tried to help as best as they could.
I read somewhere in this thread that customers get an e-mail with instructions when they sign up? I never received that e-mail, but I did get instructions with my modem. The invoice came pretty quick too. A suggestion for Acanac is that they send a "Welcome to Acanac" e-mail immediately when they send out the modem. Then send an invoice a week or two later (after service has started).
Anyway, the final obstacle for me is the slow speed I am getting (1445 kbps/644 kbps). I called technical support and they said that I should be getting faster speeds based on my location (3km). The guy said he is putting in a ticket and I should see a speed increase by Friday. If this gets fixed, I will stay with Acanac. If the speed does not improve, I will keep the service for the rest of the year and cancel when the promotional price is no longer offered.
There were some other free things that made me sign up, but I am not sure if I understood correctly. One was a free online personal computer for all DSL customers. When I tried to connect to it, I saw a message that it is currently in Beta Test. If they get that working, it would be worth the full price for DSL.
Also, I am not sure if we get any place to put up web pages. I think Rogers and Sympatico give you some small amount of space to put up basic HTML pages. I will investigate the rest of the services offered once I get my basic set-up done.
Will | |
| | | | |
will
@acanac.net
| Re: Questionable company said by will :
Anyway, the final obstacle for me is the slow speed I am getting (1445 kbps/644 kbps). I called technical support and they said that I should be getting faster speeds based on my location (3km). The guy said he is putting in a ticket and I should see a speed increase by Friday.
Well, it is Friday and my speed has increased. Thanks Acanac.
Download Speed: 4668 kbps (583.5 KB/sec transfer rate)
Upload Speed: 640 kbps (80 KB/sec transfer rate)
Will | |
|
Le
@acanac.net
| The issues the clients experienced with Acanac can be summarized into 2 groups : 1/ General Adm and 2/ Technical, speed, dns settings etc ...
On the first point (General Adm) I see that Acanac is fast in invoicing, the sales dept who took orders did not coordinate well the efforts to deliver the ISP service, the sales dept did not (or never ?) call the new clients to notify of the advancement in installation. My experience : I ordered 3 services together (Dryloop, VOIP phone number, DSL), then Acanac delivered the softphone & tel number first, then silent. I called, I had to enter DSL order again. They delivered and billed, but mentionned that DSL will not work without Dryloop. As per resquest, I later sent an email saying "order a Dryloop". After that, things are going well : I planned with Acanac properly, I said ThankYou to Bell on April 01, Acanac took over the circuit on Apr 02, I plugged in the modem from Acanac, DSL signal kicked in right away, I have the service.
On the second point (Technical): My own router SPA 2102 was locked by the vendor, I said I bought it from a place referred by Acanac, a tech rep from Acanac phoned me right away and helped to unlock it (thank you, Keylan). While the VOIP part is still new to me, the tech dept has provided all the answers to set the parameters right. After a few days, voice streams are A1.
The problems : if the clients have trouble with speed, the culprit is (99% of the time) the distance between his modem and the CO (Central Office of Bell), or the condition of the physical line (an old building ?), or some limitations still exist in the Bell equipment. For all these culprits, Acanac cannot do anything. Plse do not blame Acanac, for the company already suggested the option of refunding the client.
2/ problem accessing some website : this is because of DNS settings... Plse be patient, no tech dept overlooks these issues, they were fixed, they will be fixed ... It just take some time.
3/ problem "slow getting back" to the clients : if the clients feel that service is not top notch, plse remember Acanac charges the lowest on the market for those types of services. Bell charged higher, and they over-billed the clients, clients had to call Cust Service to adjust the bill, EVERY TIME, Every month ... that is monkey business. (That was : a contrat existed between Bell and clients).
Acanac was doing OK, compared with bigger and richer organizations. LE. | |
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