fiestaware
join:2008-01-07
 ·Bell Sympatico
·Acanac
| reply to Acanac Inc
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. |
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Farshid420
join:2006-03-24
North York, ON
·Acanac
 ·Rogers Hi-Speed
| fiestaware, I'm glad that you still think calling people names is going to make what you're saying any more correct... 
And yah, you've proven that you're AMAZING at taking things out of context, and making them fit your argument... congrats on that!  |
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fiestaware
join:2008-01-07
·Bell Sympatico
·Acanac
| said by Farshid420 :fiestaware, I'm glad that you still think calling people names is going to make what you're saying any more correct... I didn't call you a name, I simply cited your professional title. To be more informal, I'd have to know you better!
said by Farshid420 :And yah, you've proven that you're AMAZING at taking things out of context, and making them fit your argument... congrats on that! Have I proven that? Where/when? Please cite your sources. |
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Farshid420
join:2006-03-24
North York, ON | Professional title... that's original  |
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aj_oshea
join:2008-03-18
| reply to 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
| 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 |
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FCPorto
@prserv.net
| reply to Mike L
Re: Questionable company
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
| reply to Mike L
Re: Questionable company
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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aj_oshea
join:2008-03-18 | reply to Acanac Inc
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
| 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. |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| reply to FCPorto
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 |
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No thanks
@rogers.com
| reply to Mike L
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. |
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Eric_TO
@acanac.net
 from:
Fergless
| reply to Mike L
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. |
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Farshid420
join:2006-03-24
North York, ON | Glad to hear it Eric_TO |
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bt1999
Premium
join:2008-02-08
Markham, ON
·Acanac
| 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! |
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will
@acanac.net
| 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 |
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will
@acanac.net
| 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 |
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Le
@acanac.net
| reply to Mike L
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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