ACANAC --> WARNING!! in Acanac users forum http://www.dslreports.com/forum/r21860943 en Thu, 03 Dec 2009 01:54:48 EDT Thu, 03 Dec 2009 01:54:48 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22656194 anon : i join acanac recently and its clear over there rate will be 34$ for next year ..u shd read it...there service is fast and good and good rates]]> http://www.dslreports.com/forum/remark,22656194 Sun, 05 Jul 2009 06:52:13 EDT Re: Acanac Inc http://www.dslreports.com/forum/remark,22641113 Fergless : How can you be using Acanac Services if you're located in Columbus, OH?

When you apply online for Acanac Services, you agree to have read the Terms and Agreement. It's not a hard read as some are.

But I do think also an email stating your account is about to be renewed a month beforehand would solve these problems.]]> http://www.dslreports.com/forum/remark,22641113 Wed, 01 Jul 2009 17:41:46 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22640939 darknestgirl : that price is if you paid for the whole years (33.95$/month for 12 month) and the 3 rd years will be the same unless the CRTC is agreeing with what bell is asking(puting a limit to the download and upload hope not)]]> http://www.dslreports.com/forum/remark,22640939 Wed, 01 Jul 2009 17:07:34 EDT Re: Acanac Inc http://www.dslreports.com/forum/remark,22640602 n191975 : Louis

Now that people were suddenly hit with $407.40, can you tell us how much would the renewal fee be for the 3rd year? Moreover, as people stated time & time again, it is vital that subscribers get notified at least a month before the renewal date. This will aid in retaining customers & lessens the bad publicity that Acanac has. ]]> http://www.dslreports.com/forum/remark,22640602 Wed, 01 Jul 2009 16:02:54 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22568013 Acanac PN : Thanks,
Yes, i will report your idea about one e-mail before renewal.
Actually, i think, there should be an email alert before ending the period. Let me check.
--
We Rock]]> http://www.dslreports.com/forum/remark,22568013 Wed, 17 Jun 2009 17:14:33 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22562894 avin : figure I'd chime in with some positive comments
I had signed up with Acanac for their introductory offer for 1 year @ $18.95 + dry loop fee and 1 year of VOIP. I cancelled the internet service at the end of the first year (gave them ~2 weeks notice). VOIP worked great. Had to cancel that though because of Home Alarm issues.
For those complaining about the auto-renewal, you need to take SOME responsibility and read the terms of service you sign up for. As a general rule, for my cellphone, cable TV and Internet plans, I always read the cancellation terms. But in the case of Acanac, their TOS was fairly short and straightforward so I was quickly able to find out the info I needed.
Initially, I had problems with the service but Paul @ Acanac was EXTREMELY helpful and also credited me for my few days of down-time. I had referred 4 other people to the service and they have all had good experiences.
Yes, the support can definitely stand to be a bit more organized, but the value you receive for your money is definitely top notch. And for the second year, their prices are still great - I was just hesitant to tie up my money by paying for a year upfront because of financial concerns.
Their free Online storage and SSH tunnel service was also very useful
But I agree that an automated email before auto-renewal would definitely go a long way to reduce some customer frustration.]]> http://www.dslreports.com/forum/remark,22562894 Tue, 16 Jun 2009 21:07:05 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22523252 Acanac PN : Thank you for reporting the problem.
Please send me some ID info (or ticket #) I will check the case.

Best regards.]]> http://www.dslreports.com/forum/remark,22523252 Tue, 09 Jun 2009 16:56:38 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22521619 anon : Hello,
I've just discovered this thread today, while trying to find infos on how well Acanac's billing department treats their new customers questions/concerns.
I've registered one week ago to Acanac DSL, and received two sets of credentials from the billing department, one for my account and one for an other customer account.
So basically I have access to his email accounts creation website, to his personal FTP storage and maybe I could try to impersonate his modem with his DSL creds ...
I've called the sales department looking for explanations and a new set of creds (I wanted the first two disabled ASAP) and since then (June 01), I received no news from anybody in Acanac.
I understand you can have a bad morning and make a mistake, we're all human, but not standing for what you or your employees did like you're doing right now is unacceptable.
So I'd really appreciate if I could have an update from here.

Ludovic]]> http://www.dslreports.com/forum/remark,22521619 Tue, 09 Jun 2009 12:44:14 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22503596 Acanac PN : smp, could you send me some recent details, regarding your case.
I believe, you were refunded, too.
Or you mean something else? Clarify, please.
Thanks.
--
We Rock]]> http://www.dslreports.com/forum/remark,22503596 Fri, 05 Jun 2009 18:00:05 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22495821 rik : My friennd bought a small condo east-end in Ottawa, Its one of those kind-of semi-attached "condo-community's" lately where when he tried to get Starchoice(Sat), he was reminded that under his condo-agreement it's Roger's only.

He then tried to get Acanac, and low and behold, Acanac spent a few eeks trying to get him hooked up but couldn't, Bell Canada service guys would never show up?

Anyway, he had to cancel Acanac but he was fully refunded.

Lets face it, you obviously "liked" the 1st year@$18.95/month, and like MOST others you just take-off after that.

Ya, I've heard 'em all. I'm happy with Acanac, and about half my other freinds are still happy with Acanac but the other few friends took the $18.95/month deal for the 1st year and then left. why not, its a great deal and nuthin' to lose.
They canceled after 1 year -no probs.
But, atleast they admitted why they did it and didn't make such an A__-hole of themselves on a public forum.!

relax! will ya?]]> http://www.dslreports.com/forum/remark,22495821 Thu, 04 Jun 2009 13:02:20 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22495694 rik : Hi Fellow Acanac user:

There is nuthin' wrong with what Acanac offered you.
I fully understood my 1st year at $18.95/month, + 8/mo for dry loop , plus $9.95/mo. for VOIP( the voip? well you get what you pay for)
:).
But yes I agree, initially getting your Dry-loop setup can be a pain with Acanac (actually more like Bell Canada's fault !!!).
Now, how come I wasn't surprised by my new bill after a year but you were ?
The only thing they raised (after my 1st year) was my DSL rate.
That was it.
Now DO YOUR MATH with Rogers, Bell, .... you will definitely pay MORE for exactly the same quality (but with Rogers, Bell you will get ZERO support !!!
Why? 'cause I don't consider support from the Planet Pluto as extremely helpful, nuthin against Pluto ? -its just that our own Rogers, or Bell, CRTC corporations don't really "GIVE A RAT"S A___" about your problems.

So, that is why Acanac is my last great NORTH hope for some kind of comsumer fairness in this horrible CDN Telecom/Internet market.

- But Next time, please read your aggreement carefully, or better yet, just pre-READ »www.acanac.ca before you post this stuff.

Nutz.

Rick.]]> http://www.dslreports.com/forum/remark,22495694 Thu, 04 Jun 2009 12:41:16 EDT Re: ACANAC http://www.dslreports.com/forum/remark,22490336 smp : June 3rd, 2009 ... been more than a couple of weeks since this post. Still a big, fat "failed"]]> http://www.dslreports.com/forum/remark,22490336 Wed, 03 Jun 2009 15:27:32 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22448905 Acanac PN : Ok, thanks Louis, all solved.
--
We Rock]]> http://www.dslreports.com/forum/remark,22448905 Tue, 26 May 2009 21:46:02 EDT Re: Acanac Inc http://www.dslreports.com/forum/remark,22447661 Acanac PN : Louis DiBiase, I have something from private messages and other (community forum) for you. Check your e-mail, please.]]> http://www.dslreports.com/forum/remark,22447661 Tue, 26 May 2009 17:30:32 EDT Acanac Inc http://www.dslreports.com/forum/remark,22445371 anon : Hi all,

Just wanted to check up on everyone and make sure that all your billing related questions are being addressed in a timely manner.

Take care and remember we are "The right choice"

Louis DiBiase]]> http://www.dslreports.com/forum/remark,22445371 Tue, 26 May 2009 11:48:23 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22390863 Acanac PN : Thank you for your opinion.]]> http://www.dslreports.com/forum/remark,22390863 Thu, 14 May 2009 19:29:25 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22389846 anon : Beware, pebkac is prelevant on the internet!
Take no notice of this post, since its a PEBKAC issue.

Go straight to jail, do not pass go, do not collect $200.

On a serious note, Acanac is amazing for offering such a great first year deal and these term rates.

With all they offer you, its easily worth the $39.99 a month, with a price of $33.99 a month for a 1 year term purchase its a steal.

At $18.95 a month for the first year and all thats offered, its robbery!

Can't wait to sign up, days , days away !

»acanac.ca/DSL-Terms.htm]]> http://www.dslreports.com/forum/remark,22389846 Thu, 14 May 2009 16:06:46 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22389619 shabdizi : I am now more than a month customer of acanac and am satisfied with their service.Reliable internet connection and speed;fast responding customer service and a great rate and no caps.
I recommend it over videotron.]]> http://www.dslreports.com/forum/remark,22389619 Thu, 14 May 2009 15:34:09 EDT Nice Names http://www.dslreports.com/forum/remark,22254132 Fergless : BEWARE_ACANAC
Hate_Acanac
avoid acanac
avoiding acanac
====================
This thread has gone to the dogs and any decent Moderator would have locked it long ago.

Start your own threads :uhh:]]> http://www.dslreports.com/forum/remark,22254132 Fri, 17 Apr 2009 15:57:37 EDT Re: ACANAC http://www.dslreports.com/forum/remark,22253113 anon : Hi all,

This is in response to the question about the unanswered e-mail.

I replied to the question that you asked twice regarding the same question regarding the modem return.

When you sent the question for the third time I just replied with a cut and paste from the previous 2 answers.

So I did reply to the question on 3 different times.

Regards]]> http://www.dslreports.com/forum/remark,22253113 Fri, 17 Apr 2009 13:18:15 EDT Re: Acanac http://www.dslreports.com/forum/remark,22251362 anon : and since April 6th, I've inquired about how my refund will be issued and how much it will be for (I assume $50).

After 11 days and 3 emails, I haven't heard back.]]> http://www.dslreports.com/forum/remark,22251362 Fri, 17 Apr 2009 07:56:36 EDT Re: Acanac http://www.dslreports.com/forum/remark,22250072 Acanac Inc : The last reply from us was on April 6. It states the following.

"Once we receive the modem and we deem it in working order we will then issue the refund to you."

When was the modem sent out?

In any case I will follow up with him tomorrow why he has not answered your follow up questions. ]]> http://www.dslreports.com/forum/remark,22250072 Thu, 16 Apr 2009 22:20:34 EDT Re: Acanac http://www.dslreports.com/forum/remark,22249708 anon : Dear Acanac Inc,
I have not heard from Louis is two weeks. He's replied to the threads on this forum faster than the several emails I've sent to him. Can you please look into my ticket 'TUQ-94534" and email me with an answer.

Thanks very much]]> http://www.dslreports.com/forum/remark,22249708 Thu, 16 Apr 2009 21:18:50 EDT Re: Acanac http://www.dslreports.com/forum/remark,22249542 Acanac Inc : Refunds normally take 3 to 5 business days to reach your credit card. ]]> http://www.dslreports.com/forum/remark,22249542 Thu, 16 Apr 2009 20:49:52 EDT Acanac http://www.dslreports.com/forum/remark,22249502 Acanac Inc : The 30 day money back is for new clients to try out the service. If your forgot to cancel your service before the next renewal date you would just be charged for that month and returned the rest. We have to pay Bell for the time you used. It's your responsibility to cancel if you don't wish to continue with the service. This is just like your cable or electric bill. We are not trying to hide anything from you. This is clearly stated within our terms of service.

Billing. All terms are due up front. If you sign up for the lowest rate then you are likely on the 1 year term. You will be billed the entire term up front and then billed on a yearly basis.
All credit cards are billed automatically on there renewal dates. If you do not want to renew your account please cancel the account on or before the renewal date. Cancellations must be done by e-mail and sent to accounting@acanac.com or billing@acanac.com. Please make sure you obtain the cancellation ID or ticket number for your request to confirm cancellation of service.

Promo Codes . Promo codes are only applicable for the first term. After the initial term is over the accounts will auto renew at the regular rate. If you wish to cancel please do so by contacting billing@acanac.com. Please note that any customer that has already used the promo code once will not be able to sign up using the promo code again. Any client who attempts to cancel service and initiate again to obtain the promo price will be refused.]]> http://www.dslreports.com/forum/remark,22249502 Thu, 16 Apr 2009 20:43:59 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22249089 anon : I'm sorry to hear about your family member Louis. I hope they are doing well.

At this point I would be happy if you just told me a ETA. On when I would be refunded.]]> http://www.dslreports.com/forum/remark,22249089 Thu, 16 Apr 2009 19:26:28 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22248824 Cosafaccio : I have the same problem with acanac they renew without noticing me. And they don't respect their user agreement:

30 Day Money Back: Should a client forget to terminate before the renewal date, clients will be required to pay one additional month of service ( at the monthly rate ) and the remainder will be refunded.

They don't want to respect this and I will get my money refund by my credit card issuer. One advice: never signup for their internet service or anything with them.

The person that answering to my ticket Louise DiBiase don't want to hear nothing and he do not give a good service. Be aware! ]]> http://www.dslreports.com/forum/remark,22248824 Thu, 16 Apr 2009 18:45:01 EDT The truth is out there. but you have to look for it. http://www.dslreports.com/forum/remark,22246484 Fergless : No point in continuing, you don't want to look and see for yourself.
It's an honest attempt to help and offer solutions to customers.

Good luck elsewhere.]]> http://www.dslreports.com/forum/remark,22246484 Thu, 16 Apr 2009 12:34:02 EDT !Re: ACANAC http://www.dslreports.com/forum/remark,22246101 anon : Hi all,

I am sorry that I have not been able to reply as I was with an ill family member yesterday.

All e-mails will be answered today.

Once again I am sorry and I will get to all of you.

Thanks]]> http://www.dslreports.com/forum/remark,22246101 Thu, 16 Apr 2009 11:25:25 EDT Re: Resolve Issues http://www.dslreports.com/forum/remark,22244197 Acanac Inc : The BBB rating will be corrected in the next few weeks. We have actively been working with them to answer all outstanding questions. Three weeks for an answer is ridicules and is not the norm. If you still have the ticket ID's I would like to see why this happened. As for Acanac making sure clients have a way to bypass the throttle this is now setup by default. All DSL accounts come with a free SSH tunnel. It's the same user name and password as your DSL account. As for our retention rates we would not be in business if they were low. After all we do loose money on the first year of service. I am not going to get into specifics, however we are doing better than the industry average.

The only clients that should be using Acanac's service are the ones that are happy with the service. If your not happy Acanac provides you every possible opportunity to leave our service. On top of our 30 day money back guarantee your allowed to leave at any time. Your never locked in.

Finally I get the feeling that some of your don't realize how many clients we gain each and every month and this might be distorting your perception of complainants. We are not just adding a few hundred clients a month. We are adding thousands of new clients each and every month. Even if a small percentage encounter problems your looking at hundreds of dissatisfied new clients each month. The number of complaints is relative to our growth, however I will admit that it is probably a bit higher than average since we can not give each client as much attention. Knowing this we offer new clients every possible protection. The risk is entirely on Acanac. If Acanac can not satisfy your needs we wont keep your business. ]]> http://www.dslreports.com/forum/remark,22244197 Wed, 15 Apr 2009 23:29:54 EDT Re: Resolve Issues http://www.dslreports.com/forum/remark,22243886 anon : and for the record, with respect to Acanac ensuring that their rented lines aren't throttled....in my experience, they don't actively do anything. It's entirely on the customer to call in if they're having issues (reasonable) but also on the customer to call "every 72 hours" (a direct quote from a customer service rep) to inquire on whether or not their issue has been resolved. There was a time I tried to remedy this problem and it involved well over TWO WEEKS before I gave up on trying to get them to do something. They "escalated" the ticket to several levels, each time getting to speak with a more and more senior manager and I realized that this was taking up more time than it was worth. It was then I decided to quit once my contract was up.

My impression was that I was dealing with a company that really didn't care about their customers' satisfaction. I know that the two Acanac employees here, and probably Fergilicious will jest...but that doesn't change what happened to me.

At this point, I have left....I'm happy and I don't expect or want any more apologies...I just want others to know what I went through. I'm sure I'm a minority but then again, the 5 people I referred to Acanac have also left so who knows really. I'd be curious to know what the retention rates are at the 2 and 3 year mark.]]> http://www.dslreports.com/forum/remark,22243886 Wed, 15 Apr 2009 22:31:35 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22243847 anon : I too have had to wait a long time to hear back from Louis. Fergilicious, do you think it's respectable to have to wait more than THREE WEEKS for a reply? I understand that patience is a virtue, but when, by your standards, would be a reasonable amount of time to wait.

You mentioned before that the "truth is out there." But then you reference an ACANAC based forum to find said "truth." That hardly sounds like an impartial reference. Personally when I read reviews of a product or service, I don't go to the manufacturers website to read about how good they think their product (or service) is. I look for a forum such as this one, where comments are not censored, or a site like the Better Business Bureau.

I did not want to get involved in this discussion but you should know that your help is valued in this forum (in particular, I'm sure, by the Acanac staff), but your blind faith in a company that certainly has a few issues to sort out affects your credibility.]]> http://www.dslreports.com/forum/remark,22243847 Wed, 15 Apr 2009 22:23:46 EDT ACANAC http://www.dslreports.com/forum/remark,22243270 Acanac Inc : Louise was not in today. He will be back tomorrow. ]]> http://www.dslreports.com/forum/remark,22243270 Wed, 15 Apr 2009 20:44:13 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22243043 Fergless : Patience, friend, he's a busy man. ;)]]> http://www.dslreports.com/forum/remark,22243043 Wed, 15 Apr 2009 19:57:13 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22242833 anon : Louis,

It has been 24 hours and I still don't have any response from you. I have replied to you directly through the billing system... nothing.

Will you keep your word?]]> http://www.dslreports.com/forum/remark,22242833 Wed, 15 Apr 2009 19:10:49 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22236072 Fergless :
Fergilicious do you work for Acanac? Do they pay you money to post to this forum?


Short answer is NO!

Now I see where your head's at if you have to ask that question.

Acanac's not out to get anybody, and they do loose money on 1st. year customers. $18.95 is less than they pay for the line alone.

No ISP is perfect!]]> http://www.dslreports.com/forum/remark,22236072 Tue, 14 Apr 2009 17:11:41 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22235928 anon : Hi all,

Just for the record it could take up to 24 hours before I receive the and respond to the e-mail.

Please just bare with me and I will answer and take care of all the issues.

I am here to help. I will help.

Just give me the chance to try.

Have a good one.]]> http://www.dslreports.com/forum/remark,22235928 Tue, 14 Apr 2009 16:38:10 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22235414 darknestgirl : Nope his a customer like you and me the only person who works for acanac here is Louis DiBiase and Acanac PN]]> http://www.dslreports.com/forum/remark,22235414 Tue, 14 Apr 2009 15:11:21 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22234880 anon : Louis,

I am currently attempting to contact you through your billing system but your have yet to reply... strange that I can contact on this list easier than through your billing ticket system.

Please respond to my email request.]]> http://www.dslreports.com/forum/remark,22234880 Tue, 14 Apr 2009 13:38:08 EDT Re: ACANAC http://www.dslreports.com/forum/remark,22234453 anon : I would like to clarify about the renewal policies.

You are not forced to stay with the service in the second or third terms.

If you did forget about the renewal date you are entitled to a refund for the total amount less one month of service as we are required to pay for the lines.

All you need to do is request this and I will go ahead and issue the refund to you.

We are still a great value in the second term and I can say that we are keeping the majority of our clients in the next terms.

Please take the time to go through process and you will see that you are not forced to do anything.

Thanks for listening.....]]> http://www.dslreports.com/forum/remark,22234453 Tue, 14 Apr 2009 12:36:06 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22234201 anon : Fergilicious do you work for Acanac? Do they pay you money to post to this forum?

To respond:

>> Did you expect Free Internet or what?

No I never expected free internet... what gave you this idea?

>> Acanac lost money on you the first year.

Why should I care if Acanac lost money the first year? First I don't believe this... second you don't run a business to lose money. If you are losing money on the first year, change your rates. It's as simple as that. Don't hose people on renewal like that is a acceptable policy.

Oh and to be perfectly clear... I am being billed for a third year of service... so you already made your money back.

I'm not looking for charity... I want professional behavior from companies I am doing business with. Is that so much to ask?]]> http://www.dslreports.com/forum/remark,22234201 Tue, 14 Apr 2009 11:54:53 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22233493 Fergless : Unfortunately you didn't read the user agreement like most people do. If you had visited Acanac's community forum you would have been aware of this.

Did you expect Free Internet or what? Acanac lost money on you the first year.

You can get your money back though.]]> http://www.dslreports.com/forum/remark,22233493 Tue, 14 Apr 2009 09:38:54 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22231737 anon : I too have just been robbed by Acanac.

Tell me would it be so hard to send me a invoice BEFORE you bill me for a year (you know like every other business in the world does)? Can you see how this would solve your number one customer complaint?

Basically you are attempting to trick me out of hard earned cash. Ooops... you forgot it was your renewal date?... too bad we took your $400 bucks anyway. Don't actually use the service? ... doesn't matter we have the money now!

Trust me I don't like bell and rogers much but neither one would try this underhanded trick.]]> http://www.dslreports.com/forum/remark,22231737 Mon, 13 Apr 2009 21:52:39 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22230124 Fergless : Keep up the great job you're doing.
From the Mods at Acanac Community Forum.]]> http://www.dslreports.com/forum/remark,22230124 Mon, 13 Apr 2009 16:56:06 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22229851 anon : Hi all,

Sorry I have not been able to reply sooner but I am always busy trying to answer the 300+ e-mails I receive on a daily basis.

To start I would like to say sorry if there are any people that I have not had a chance to reply to, my advice would be to send another ticket to billing@acanac.com and I will respond to you...

As for the throttle issue, we are not the only ones having this issue and we are doing our best to get it solved.

I am always around and I will do my part to answer any questions or concerns regarding Acanac.

Once again I am sorry for those of you who may have not received an answer from me, but if you can please sent another e-mail and I will respond to all of you. I promise this.

Have a great day people!

Thanks]]> http://www.dslreports.com/forum/remark,22229851 Mon, 13 Apr 2009 16:09:34 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22223841 CFoo : Throttling is a bigger issue that must be voiced by everyone and not only the retailer.]]> http://www.dslreports.com/forum/remark,22223841 Sun, 12 Apr 2009 10:36:30 EDT Resolve Issues http://www.dslreports.com/forum/remark,22223565 Fergless : They do!]]> http://www.dslreports.com/forum/remark,22223565 Sun, 12 Apr 2009 08:43:36 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22223001 anon : I believe it is the responsibility of the retailer vendor to resolve these issues with the wholesaler and not the customer.]]> http://www.dslreports.com/forum/remark,22223001 Sun, 12 Apr 2009 00:19:28 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22222589 anon : I'm aware of that, but customers pay them for their 5Mb service so it should be them to address these concerns on behalf of their customers with Bell from whom they rent their lines. If you can't actually provide the service you're supposed to, then don't claim to offer that service. ]]> http://www.dslreports.com/forum/remark,22222589 Sat, 11 Apr 2009 22:14:31 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22222202 darknestgirl : Acanac has nothing to do with the throttling it's bell who is doing that you can read about it in teksavvy forum and Bell forum in dslr]]> http://www.dslreports.com/forum/remark,22222202 Sat, 11 Apr 2009 20:21:39 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22222130 anon : I must admit, I have not had the greatest customer service with Acanac. I will spare myself the hour long email that my year long encounter would require, but there were several upsetting moments. It took well over 6 weeks to have my service up and running properly, and I requested this time be creditted to me but they only creditted a month citing that that was sufficient...plain and simple. For nearly the entire 12 months, my line had been throttled and I called in frequently to have it unthrottled....they always give you a "ticket" and nothing EVER happens. I gave up on this after about 6 months into the contract.

When trying to cancel, you get put through Louis DiBiase. Louis, I know you read this forum, so this is directed to you. Even though you don't stand to gain anything by replying to inquiries, you should still take the time to reply...and reply promptly. I spent over 4 weeks trying to get answers to my questions regarding the cancellation process.

For the record, I was a big fan of Acanac prior to signing up....and as a supporter might do, I referred several friends/colleagues and family members. I feel like a sucker having done so given the problems I've had. They've ALL left and I finally have myself. Wish had it had worked out better.]]> http://www.dslreports.com/forum/remark,22222130 Sat, 11 Apr 2009 19:59:18 EDT Re: ACANAC http://www.dslreports.com/forum/remark,22216770 Acanac Inc : Thank Fergilicious,

Regarding BBB we have been in contact with them. We are forwarding them all relevant information and the rating should be update in the next few weeks.
Once again the only reason we have a low rating is because Acanac did not responded to the BBB requests. ]]> http://www.dslreports.com/forum/remark,22216770 Fri, 10 Apr 2009 16:31:59 EDT ACANAC --> WARNING!! untrue and unfounded. http://www.dslreports.com/forum/remark,22215305 Fergless : Check Bell at the BBB they have an "F" as well. LOL

Nothing on here but a bunch of Acanac Bashers.
I've had Acanac's DSL and Voip for a year and a half with few problems. None of them being Support issues and rudeness.

The original poster if you read his post had such a sick link to gross sexual pictures on it and it was removed by fatness the moderator at my request.
If you really want to see what's happening at Acanac go to the Acanac Community Forum.
»community.acanac.com/acanac/index.php

The truth is out there........but you have to look for it.]]> http://www.dslreports.com/forum/remark,22215305 Fri, 10 Apr 2009 12:01:26 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22212824 anon : Wow!

I was planning on switching from Rogers to Acanac, but after reading the reviews here as well as the report at the BBB, I don't think I will be using this ISP.

Rogers may cost more, but the customer service is not rude, they do answer your calls and they at least check their website for spelling mistakes.

If this service is for you or you currently have it and are happy with it, then more power to you. As for myself (and apparently a lot of others), this ISP is not what it seems.

Happy Capitalism!]]> http://www.dslreports.com/forum/remark,22212824 Thu, 09 Apr 2009 21:26:21 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22172461 Acanac PN : Do you think any other company would return money if you order & pay 1 complete year and use 6 months?
BTW, what amount of "lost" money you are talking about?
If you were on first 1-Year discount service, your "lost" is equal to about 1-2 months of competitor's Internet service.
Could you send me, please your Acanac ID, i will check if there is any other possibility.

Best Regards]]> http://www.dslreports.com/forum/remark,22172461 Thu, 02 Apr 2009 16:45:09 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22171718 anon : Do not recommend acanac.
If you move during your contract and the high-speed service is not available at your new address.
you lose all your $$$$.there is no credit.

Y think before you subscribe. I lost 6 months of subscription.
The customer does not move for pleasure.
It remains only to return my modem.

--------------------------------------------------------
Hi

Unfortunatly,internet service is not available at the address you mentioned.

Best Regards,
Acanac Inc.

Hi,

Unfortunately we are not able to refund any money for unused months,we can cancel your account now without any reimbursement.

Please let us know your decision.

Best Regards,
Acanac Inc.

]]> http://www.dslreports.com/forum/remark,22171718 Thu, 02 Apr 2009 14:21:51 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22119450 anon : Hi,
I have signed up yesterday & still waiting to be connected. though i did not read the service agreement but thru research i am aware of auto renewal by the end of the year with a different rate plan.

As a Canadian whenever i see a rate below market, I try & look for the Catch( I recommend every one do that.). though i don't believe this is dishonest on the part of Acanac. this is simply a marketing strategy which helps Acanac & us as consumers & is fairly advertised.

As a goodwill gesture i recommend Acanac sending out an E-mail before renewal.

I hope & expect a good experience with Acanac.

Z Naqui]]> http://www.dslreports.com/forum/remark,22119450 Tue, 24 Mar 2009 10:30:04 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22115119 Acanac PN :
said by Trying to Cancel :

My PC got infected by a trojan virus that started spewing out email at random over a period of several days. I did not realize it was happening. Virus software did not detect it so had to restore my computer back to its delivered state using recovery discs to get rid of it.
Thank you for this explanation.
It seems to be not your "direct" fault, I understand.
However, similar things caused suspending of all Acanac' user's e-mail activity to MSN/Hotmail servers.]]> http://www.dslreports.com/forum/remark,22115119 Mon, 23 Mar 2009 14:33:22 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22114989 anon : My PC got infected by a trojan virus that started spewing out email at random over a period of several days. I did not realize it was happening. Virus software did not detect it so had to restore my computer back to its delivered state using recovery discs to get rid of it.]]> http://www.dslreports.com/forum/remark,22114989 Mon, 23 Mar 2009 14:10:25 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22113277 shabdizi : Thank you for writing your experience with acanac.com.
I was thinking to switch to them but thanks to your post I am going to read CAREFULLY the user agreement on their website before joining.I do think that it is not their fault if I do not read the agreement and then am surprised after a year when my contract is renewed at a higher rate automatically.]]> http://www.dslreports.com/forum/remark,22113277 Mon, 23 Mar 2009 08:24:21 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22105846 Acanac PN : I send another e-mail. The money are back to your card.

Could you explain what is this E-mail Spam story I see on your file?

Were you suspended because of spamming?

Sorry about last question, but here is a public forum; Ppl like to know the things like this.

Regards.
--
We Rock]]> http://www.dslreports.com/forum/remark,22105846 Sat, 21 Mar 2009 11:05:52 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22099797 anon : I reviewed your email sent to my hotmail account. Thanks for the quick response. Please see my reponse.

It appeared you intended to include an attachement showing the status of my account\ticket but it was not included with your email.

Could you please resend with the specific amounts of the refund and monthly cancellation charges being applied to my credit card.

Thanks for your assistance with this matter.]]> http://www.dslreports.com/forum/remark,22099797 Fri, 20 Mar 2009 06:48:07 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22095820 Acanac PN : Thanks for submitting the info.
The last update found on our system is from March 18.
Please check your Hotmail e-mail - i will send a copy.]]> http://www.dslreports.com/forum/remark,22095820 Thu, 19 Mar 2009 14:25:28 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22094956 anon : I have my invoice and the associated ticket number pertaining to my account and cancellation:

Ticket - HPK-66200
Invoice - 218315

I had email contact on Feb 24 thru Feb 25 with one Louis DiBiase regarding this cancellation.

Thanks for the assistance in this matter

Charles Moore]]> http://www.dslreports.com/forum/remark,22094956 Thu, 19 Mar 2009 12:05:45 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22090600 Acanac PN : Please send me your ID.
I will check if (why) your response was delayed.
As far as I know, regardless of all similar negative posts, there is no Acanac user who didn't receive reasonably calculated amount of money back when they cancel the service at any time.]]> http://www.dslreports.com/forum/remark,22090600 Wed, 18 Mar 2009 17:00:46 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22088117 anon : I am having the same experience wih Acanac.

My credit card billed for $407 on Feb 17th which was my renewal date. I don't have a problem with them doing the automatic renewal ... shame on me for not reading the agreement.

Where I do have a problem is the stonewalling when attempting to cancel the agreement with a one month penalty. I have internet service provided thru my employer and do not require Acanac servces any longer. Almost one month since I emailed for cancellationa and I have not received a response.

After reading this thread I called the sales dept to complain and request a refund of the all charges less one month penalty. As I informed them if I don;t hear back this week, this item will be given to a 3rd party to deal with. ]]> http://www.dslreports.com/forum/remark,22088117 Wed, 18 Mar 2009 09:36:42 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22073670 zadigre :
said by Cidco See Profile :

Just dont like the fact that it was a false advertising.
did you ever contacted support to see if there was a problem on your line? If not, it's not really false advertising...

The first thing to do is to contact the company selling you a service if you think you have a problem with the service you got. If you don't do it, no one will know that the need to fix something... ]]> http://www.dslreports.com/forum/remark,22073670 Sun, 15 Mar 2009 19:27:08 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22069675 Fergless : Thats really to bad, if you had came to the forum we could have seen about getting your speed raised.

Anyway good luck with your new ISP.

Cheers]]> http://www.dslreports.com/forum/remark,22069675 Sat, 14 Mar 2009 19:48:13 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22069549 Cidco : I didnt get the best speeds but I didnt mind because the month rate was only $18.95. The second year bill was something I couldnt swallow. So I asked about the month rate and found that to be abit much..
Now here is where this gets interesting. The new ISP provider was switch my line over and called me to tell me that my phone service was going to be down for a few minutes. We started talking and I indicated that I was going to miss the 5Meg service from Acanac. They then indicated that my service was 3Meg from Acanac and I was never at 5Meg when I was with Acanac.
It make sense that my speeds always topped out at 3 megs.. I just figured that they over subscribed there services.
I now dont feel for leaving them, I figured either way 18.95/mnt was an ok deal for 3megs. Just dont like the fact that it was a false advertising.]]> http://www.dslreports.com/forum/remark,22069549 Sat, 14 Mar 2009 19:07:55 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22068651 Acanac PN : Thank You, nicewei!]]> http://www.dslreports.com/forum/remark,22068651 Sat, 14 Mar 2009 15:00:35 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22066673 nicewei : After over a year with Acanac DSL and now paying $3x a month, I'm quite happy with it still. Much much better than bell I had before. I always knew the price was going up after the first year. I think Acanac explained this well and honestly. ]]> http://www.dslreports.com/forum/remark,22066673 Sat, 14 Mar 2009 00:29:30 EDT Re: PM/IM http://www.dslreports.com/forum/remark,22055006 Acanac PN : Yes Fergie, I did.
--
We Rock]]> http://www.dslreports.com/forum/remark,22055006 Wed, 11 Mar 2009 22:24:49 EDT PM/IM http://www.dslreports.com/forum/remark,22050183 Fergless : Did you get my PM, or IM in this forum?]]> http://www.dslreports.com/forum/remark,22050183 Wed, 11 Mar 2009 06:54:54 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22042300 Acanac PN : That's why I keep asking DLSR guys to move Acanac in Canadian section. No Luck, So far.
So, I try to do support, but no control rights at all, even some of my messages were erased as Ad.

No idea how the Forum popularity stats are counted and what could happen in order to be moved.
... but indeed ...
--
We Rock]]> http://www.dslreports.com/forum/remark,22042300 Mon, 09 Mar 2009 20:18:40 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22039520 darknestgirl : I did see the link but didn't clik on it, I don't know who's responsable for moderating every forum in here but they doing a poor job at it (not every of them of course but it happen too many times) and the only time the post was edited was because i did send a note to the moderator about it(not just offensive material but post where the member was rude to the person who answerd him without any reason).

They should at least look at each link that members provide to make sure there's no offensive material before the post is being seen by other members]]> http://www.dslreports.com/forum/remark,22039520 Mon, 09 Mar 2009 11:56:07 EDT Obscene Indecent link http://www.dslreports.com/forum/remark,22038989 Fergless : You Sir and I use the term loosely, are a PIG.
Anyone that would post a link like you did should be banned from this forum.

How can anyone take you seriously.
Are you really fiestaware in disguise, is she really your sister?

The Moderator has been notified.

Did anybody else see that link in the Original Post?
What's going on with this so called forum?

I demand it be taken down Immediately, enough is enough.

UPDATE: Thanks Fatness. for removing the link.
Now if we could just do the same with the poster.]]> http://www.dslreports.com/forum/remark,22038989 Mon, 09 Mar 2009 10:14:44 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,22038737 carlo77 : Have been with Acanac for more than 1 year for the Voip service 10 $ by month is the best price on the market.
I work for a voip provider we charge 29.95 / month for the same service.
I installed it on Linksys SPA2102, Had some busy/drop calls in the beginning, i sent email to the tech support they quickly fixed my problem and all is good now.
I recommand Acanac]]> http://www.dslreports.com/forum/remark,22038737 Mon, 09 Mar 2009 09:07:37 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21933505 Taylor Brown : Please, it's ok to have an opinion, but personally attacking hard working members of a small organization is just wrong. I have had the best experience with Acanac billing, which surpasses any other company I've been with. At first I kinda flip flopped around, wasn't sure if I wanted the contract or not, so I went from contract, to no contract, back to contract, and they didn't complain once! Honestly, I don't know how someone can attack a computer for doing what it told you it was supposed to do. And, Mr. DiBiase, I know you have to deal with people like me everyday, and would like to say, you and your Billing team have done a great job making the service work.

Thank you,
Taylor]]> http://www.dslreports.com/forum/remark,21933505 Tue, 17 Feb 2009 22:44:49 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21932215 anon :
the credit card holder is in now way attached to the service for which they were charged.


How is that relevant? Your friend agreed to let you use his credit card so how is that Acanac's fault?

The fact that 18.95 is an introductory price for 1 year is made very clear when you sign up.

Then it goes up to $35 or whatever. Even so, why would you want to cancel it, that's still one of the cheapest rates available especially when you consider the speed and unlimited downloads. You sound very cheap.]]> http://www.dslreports.com/forum/remark,21932215 Tue, 17 Feb 2009 18:36:12 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21930197 tkachuk : $33.95/month after the first year which I am about 1/2 way through. No problem, I was paying bell $55.00 a month for throttled internet. Now I will be paying $33.95 for real speeds no problem!]]> http://www.dslreports.com/forum/remark,21930197 Tue, 17 Feb 2009 12:42:42 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21928969 zadigre :
said by whiteman :

I have read everything including the testimonials were a person is so happy to have their credit card charged for $19.99 for VOIP.
Please explain this.
can you explain your statement? sarcastic or not?]]> http://www.dslreports.com/forum/remark,21928969 Tue, 17 Feb 2009 07:13:28 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21928535 anon : I have read everything including the testimonials were a person is so happy to have their credit card charged for $19.99 for VOIP.
Please explain this.]]> http://www.dslreports.com/forum/remark,21928535 Tue, 17 Feb 2009 01:39:39 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21920613 darknestgirl : Thanks louis i had to contact billing more than once and always had great support so keep out the good work. ;)]]> http://www.dslreports.com/forum/remark,21920613 Sun, 15 Feb 2009 13:53:48 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21920134 anon : Hi there,

Just for the record....I am a human being and I actually find it funny that people think I am a machine. I am the manager of the billing and Retentions department.

What I cant understand is how people will eagerly give there credit card information without reading the terms and user agreements. They are very plain and simple, we ask you to read and understand them 3 times before you sign up.

Further more our second year rate is still one of the best on the market.

I find it very hard to understand with over 50,00 clients only a handfull find it hard to understand that this company does everything by the book and that we are not forcing anyone to stay.

I am always available to talk to anyone that is in need. Please e-mail the billing department and make the attention to myself.

Once again I am sorry for those who did not take the time to read the user agreement and understand that we have an auto renewal function.

Take care and remember that we are owned and operated not by a corporation but by a private owners.]]> http://www.dslreports.com/forum/remark,21920134 Sun, 15 Feb 2009 11:54:52 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21871016 anon : I had the same problem; got full refund after they (or I should say after he/she as it seems the whole thing is run by one person- guess who? Louis DiBiase) learnt of "charge back" process by my credit card issuer.

When you sign up, they should give you the option if you want auto renewal of the service at an increased (or so-called regular rate); or at lease they should give you a notice that your account is about to be renewed.

Even if you e-mail them for cancellation (as all my friend did who got notified by me in time for their renewal) prior to renewal or your service they will still go ahead with it.

Then you have to try your luck through e-mails which are 99% of the time answered by software-generated replies.

BE WARE!!!!

The name of the software is as follows:

Louis DiBiase
Retention Department Manager]]> http://www.dslreports.com/forum/remark,21871016 Thu, 05 Feb 2009 22:46:20 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21865044 Fergless : Way to go man, hope everything works out for you.]]> http://www.dslreports.com/forum/remark,21865044 Wed, 04 Feb 2009 23:34:27 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21864798 zadigre : yes... I'm connected with them right now and my router is currently using MLPPP]]> http://www.dslreports.com/forum/remark,21864798 Wed, 04 Feb 2009 22:34:14 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21864766 Fergless : Hi Zadigre, I know Teksavvy supports MLPPP in Toronto, do they also in Montreal?]]> http://www.dslreports.com/forum/remark,21864766 Wed, 04 Feb 2009 22:28:37 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21864503 zadigre : It's your responsibility to read the user agreement...
If you don't read it and think Acanac is bad after that, it's your problem... Acanac did his job to give you all info you need...

that being said, yes Acanac should made it clear at least 30 days before the renewal date that they will charge the full price for 1 year for those people who don't want to read the user agreement...
But even with that, some people will still complain with the fact that Acanac is not clear enough for whatsoever reason...

oh and by the way, my soul is not sold to Acanac... after my first year with Acanac, I'm not sure if I will stay with them... If I go elsewhere, it's not for the price... I wan't MLPPP support and French language sales/technical support... something that Acanac can not or does not want to offer... ]]> http://www.dslreports.com/forum/remark,21864503 Wed, 04 Feb 2009 21:42:36 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21863830 anon : Actually, I had the SAME EXPERIENCE. And pardon me, but some so-called user-agreement tucked away at the bottom of a web page, with a brief mention of this automatic billing after a year of service tucked in two third's of the way into the agreement, which is full of all kinds of useless information, isn't exactly very upfront. What it is, is sneaky.

Also, is it really unreasonable to expect some kind of notice or reminder that my "contract" is coming up for renewal, after a year? Or, is it really unreasonable to be provided a bill with the sum total that will be deducted from my credit card, in my case it was a lump sum total of $407 + $96. Again, sneaky.

I would NEVER recommend Acanac Inc. to anyone. They're no better than Bell and Rogers. In fact, they're worse for getting our hopes up, and screwing us when we thought we could trust the little guy.

As for the comment about them taking a loss. So they say. I don't buy it. But even if it were the case, smarter to bill upfront, rather than piss off your "valued customers" by not being up front before billing rather than attaching some sniveling explanation to your invoice after-the-fact.

Good luck to their employees.. ]]> http://www.dslreports.com/forum/remark,21863830 Wed, 04 Feb 2009 19:49:14 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21863331 Fergless : I didn't hear you mention or complain about the fact that Acanac was loosing money on your first years subscription.
But that's OK with you. RIGHT.

Take some responsibility and read before you sign up for any service. Grow Up. :uhh:]]> http://www.dslreports.com/forum/remark,21863331 Wed, 04 Feb 2009 18:17:13 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21863320 zadigre : and a small note... you can read on Acanac website for the 18.95$/Month term :
***************
This offer is only available on a 1 year term and the first year of service
***************

After reading this you have to check what you will have to pay... and in this case, it's the regular price of 33,95$/month]]> http://www.dslreports.com/forum/remark,21863320 Wed, 04 Feb 2009 18:15:03 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21862369 zadigre : from Acanac's User Agreement (»www.acanac.ca/User-Agreement.html ):
********
Billing. All terms are due up front. If you sign up for the lowest rate then you are likely on the 1 year term. You will be billed the entire term up front and then billed on a yearly basis.
All credit cards are billed automatically on there renewal dates. If you do not want to renew your account please cancel the account on or before the renewal date. Cancellations must be done by e-mail and sent to accounting@acanac.com or billing@acanac.com. Please make sure you obtain the cancellation ID or ticket number for your request to confirm cancellation of service.
**********


And you you fill the form to get an Acanac account, you can read this on the webpage :
********
Important

By filling out this form and submitting it you are agreeing to our terms of service ( User Agreement ) so please make sure you review it before processing your request. User agreement is localed at the bottom of every page on our website
********

So if you took the 1 year deal, your renewal date is 1 year later...
It's not Acanac's fault if you can not or did not read the user agreement... ]]> http://www.dslreports.com/forum/remark,21862369 Wed, 04 Feb 2009 15:54:03 EDT Re: ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21862342 anon : A quick CORRECTION to the information above:

The NEW RATE charged by ACANAC is in fact $407.00 for the year, rather that $479.00 as I originally posted.

Still, that amounts to a monthly rate of $33.95 and is STILL a considerable increase from the original plan.

To note: Had we been given reasonable notice of our original plan's pending termination, and had we been informed of the reasoning for a significant rate increase, and had we been ASKED for AUTHORIZATION to purchase a new year of service up front, we just might have continued patronizing this ISP.

But it is clear to us that ACANAC practices an aggressive and unreasonable approach to "customer retention"...perhaps they should try practicing some "customer relations" instead...]]> http://www.dslreports.com/forum/remark,21862342 Wed, 04 Feb 2009 15:48:45 EDT ACANAC --> WARNING!! http://www.dslreports.com/forum/remark,21860943 anon : About one year ago (February 2008) we signed up for a year prepaid with ACANAC, taking them up on their 18.95/month offer (year total=$227.40 + $50-refundable- for the modem). Because we did not have an existing tel. land-line, we paid an addition $96 for a year of the "dry-loop" service.

To note, we signed NO CONTRACT with ACANAC. All of our dealings were by email. We borrowed a friend's credit card in order to place the order by phone. We received the original invoices from ACANAC by email. Nowhere on the invoice does it refer to a contract, or the "user agreement" as posted on their website.

There were problems from the start. It took over one month before we had obtained satisfactory connection and service. This after dealing with impolite and unreasonable phone staff. But eventually things were settled, and we were REASONABLY happy with the service...enough to even recommend them to friends who were looking to escape Rogers and Telus. Most recently the access/download speed dropped considerably, but this seems to be an all-around issue...

HOWEVER, HERE's THE WORST OF IT :

RECENTLY we received two new invoices from ACANAC, in which they claimed to be RENEWING our contract. One invoice was for an additional year of dry-loop at the same price of $96 for a year.

The other invoice was for one complete year of DSL for $479.00 !!!
That's a rate increase of over 100% (++ONE-HUNDRED PERCENT!!) from $18.95 to $39.95 per month!
To make matters even WORSE, they gave NO NOTICE of the "renewal", and they charged these two amounts to our friend's credit card, WITHOUT AUTHORIZATION!!

In response to our grievances (and NOTE HERE that ACANAC DOES NOT RESPOND TO BILLING ENQUIRIES BY PHONE!!) they sent us a form letter stating that we should consult the "user agreement" online, and they were within their right to renew our service if they had not been notified otherwise before the year-end of our original agreement.

No matter what the "user agreement" says, here's the legal scoop:

No contract was signed between us and ACANAC giving them the right to renew any contract without our consent.
No contract provisions give them the AUTHORIZATION to submit charges to a credit card account without our (user) consent.
Our invoices do not refer in any way to a contract or user agreement with ACANAC.

And further, even if there was some sort of built-in stipulation to renew a contract after a year, without prior notice, this stipulation and the relevant contract would be deemed null-and-void given that the TERMS OF THE CONTRACT have CHANGED CONSIDERABLY.

We insisted to ACANAC that they had no right to charge any fees to a credit card without authorization, and that the credit card holder is in now way attached to the service for which they were charged. We insisted on CANCELLATION of SERVICES and a REVERSAL of the CHARGES as applied to our friend's credit card.

ONLY AFTER REPEATED and INSISTENT calls (to the SALES DEPARTMENT, as you can not access anyone in BILLING, and they will not even give you the name of the so-called "billing manager"...) did they agree IN PART to our terms.

Here is the result thus far:

___________________________________

Refund for DSL service.

Dear valued client,

I have issued a refund to the account for the amount of 367.45 and 88.00.

These amounts are the total less one month of service as per the user agreement.

Best Regards

Louis DiBiase
Retention Department Manager

___________________________________

So they expect to go ahead and bilk us out of $112 for one month's service (plus some cancellation fee no doubt) as well as another $8 for one month of dry-loop service, for a total of $120 UNAUTHORIZED charges to the credit card.

We will contest this further, in hopes that our friend's credit card company will agree to consider this to be a FRAUDULENT CHARGE to her account.

And of course, we hope that this unfortunate tale will steer any and all of you considering ACANAC to think twice before agreeing to ANY TERMS OF SERVICE by this DISREPUTABLE COMPANY.

THERE ARE MANY MANY MANY COMPLAINTS REGARDING THIS COMPANY throughout CONSUMER REPORT SITES AND OTHER LISTSERVES that monitor DSL Providers.

THE BETTER BUSINESS BUREAU RATES ACANAC WITH AN "F" due to many unresolved issues, including many regarding unauthorized charges and billing/accounting procedures, as well as RUDE customer "service". See this link for the full report:
»mwco.bbb.org/WWWRoot/Report.aspx···=1133979

See the following link for more: [mod edit -- link to obscene image removed -- fatness]

This has been a tremendously frustrating experience for us, we only hope that we can save you the same trouble.
Thanks for reading.
:(]]> http://www.dslreports.com/forum/remark,21860943 Wed, 04 Feb 2009 11:59:46 EDT