how-to block ads
|
billy_z
join:2004-02-12
Scarborough, ON
2 edits | Resolved - Ordered Acanac, No DSL connection for two weeks Final note: After long waiting, I am back online again. The problem is a combined issue with Acanac/BELL.
Today Bell sent someone here. The technician claims it is my fax machine causing problem. He asked me to disconnect my fax machine, I did, While I was in the bed room and he work in the kitchen. Then he said the line is good.... After he left, I plug my fax back, and the line is still good. wow, miracle.
Acanac service maybe poor. Bell is evil.
----------------------------------------------------------
Just two weeks ago I ordered Acanac, until now I still don't have internet connection (and yes I am "borrowing" my neighbor's wifi).
I ordered dry-loop DSL. First they send me a $277 bill through email, not mentioning any dry-loop fee. One week passed my connection was not up. I logged a ticket, then they told me my order was rejected due to "Telephone not found in bell database (incorrect telephone or local provider)". Wouldn't they give me a call or send an email if my order was rejected?
That took me a few more emails to clarify I ordered dry-loop dsl and indeed I don't have a Bell number. Three days later I was informed that my connection will be activated on 19th June.
Another week passed. 19th June is yesterday. Where is my internet connection?? If I can get by just borrowing neighbor's wifi, why would I need a DSL connection anyway?
Despite all the negative reviews here, I was thinking "that might be a very small chance to get screwed".... Now I totally believe what the others are complaining.
Any suggestion? Has anyone tried to cancel Acanac DSL? How much refund can I get? | |
|  darknestgirl
join:2008-08-11
Montreal, QC | Re: Ordered Acanac, No DSL connection for two weeks Usually for a dry loop Bell has to go to your place to set it up. It's 8$/month for the dry loop what you can do is send an im to Acanac PN he will be able to help you (you need to login here to be able to do so) | |
| | billy_z
join:2004-02-12
Scarborough, ON
1 edit | Re: Ordered Acanac, No DSL connection for two weeks said by darknestgirl  :Usually for a dry loop Bell has to go to your place to set it up. It's 8$/month for the dry loop what you can do is send an im to Acanac PN he will be able to help you (you need to login here to be able to do so) Yes, they have charged $8 to my credit card. As I am living in condo, I don't think a bell technician would necessarily come into my home.
BTW: my DSL moden can see service ERX-TOR1, it means the connection is on, just I can't validate my username/password. | |
| darknestgirl
join:2008-08-11
Montreal, QC | well Acanac PN will be able to help you i'll send him the link | |
| 
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Order Completed Date: 06/19/2009 08:45:23 PM
--
We Rock | |
| |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| Re: Ordered Acanac, No DSL connection for two weeks I checked your DSL (PPPoE) login - it works as well.
(Make sure you are adding @acanac.net after DSL username)
Thank you for your IM with all needed infirmation.
Hope, you have everything working now.
If not, first, make sure your own modem is operational (you returned the Acanac's one) then try different wall jacks and remove all other devices on phone line - dry loop needs only DSL modem connected, no filters.
Finally, if you could not connect, send an e-mail to support@acanac.com and send me the ticket# to follow up | |
| | | billy_z
join:2004-02-12
Scarborough, ON | Re: Ordered Acanac, No DSL connection for two weeks I plugged the DSL modem direct to my PC, tried different phone jacks. Still it doesn't connect. Ticket ID: NAJ-55702
I'll upload some screenshots. | |
| | | | billy_z
join:2004-02-12
Scarborough, ON
| Re: Ordered Acanac, No DSL connection for two weeks here is the screenshots | |
| | | | | 
Fergless
join:2008-04-19
Toronto, ON
1 edit | Re: Ordered Acanac, No DSL connection for two weeks Shouldn't that be Routed LLC , mine is.
Or are you letting a router look after login etc.?
Ooops, I just saw it's in bridge mode. | |
| | | | | | billy_z
join:2004-02-12
Scarborough, ON
1 edit | Re: Ordered Acanac, No DSL connection for two weeks I use router at home. The modem only work in bridge mode.
In the above picture, I was connecting the modem to my PC and using windows PPPOE dial up. | |
|
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | I am suspecting your modem is not a standard DSL one.
This model looks like a Telus modification.
Please try with regular one.
Again, I tested your credentials they are good.
Thanks
--
We Rock | |
| | billy_z
join:2004-02-12
Scarborough, ON
| Re: Ordered Acanac, No DSL connection for two weeks I borrowed another modem, Dlink 500G. still no luck.... Sh*t, this is killing me... My VOIP has been down for almost a month. | |
| | | billy_z
join:2004-02-12
Scarborough, ON
| Re: Ordered Acanac, No DSL connection for two weeks I just tried another TPlink modem. Not working... | |
| | | | billy_z
join:2004-02-12
Scarborough, ON | Re: Ordered Acanac, No DSL connection for two weeks This must be a joke.... Can you guys believe that I signed up Acanac on 4 June and now(22 June) still don't have internet??? | |
| | | | | planiwa
join:2009-02-19
Toronto M5S
| Re: Ordered Acanac, No DSL connection for two weeks said by billy_z :This must be a joke.... Can you guys believe that I signed up Acanac on 4 June and now(22 June) still don't have internet??? Do you mind if I ask you a question?
2009-06-20 11:04:36 you wrote:
"my DSL moden can see service ERX-TOR1, it means the connection is on, just I can't validate my username/password."
This seems very significant to me. Can you please tell me what you mean by that? (did you use the test account?)
Thanks. | |
| | | | | | billy_z
join:2004-02-12
Scarborough, ON
| Re: Ordered Acanac, No DSL connection for two weeks said by planiwa :Do you mind if I ask you a question? 2009-06-20 11:04:36 you wrote: "my DSL moden can see service ERX-TOR1, it means the connection is on, just I can't validate my username/password." This seems very significant to me. Can you please tell me what you mean by that? (did you use the test account?) Thanks. It means, my DSL modem is good and telephone wire is good.
Problem is I can't validate through PPPoE. | |
| | | | | | | planiwa
join:2009-02-19
Toronto M5S
| Re: Ordered Acanac, No DSL connection for two weeks said by billy_z :said by planiwa :Do you mind if I ask you a question? 2009-06-20 11:04:36 you wrote: "my DSL moden can see service ERX-TOR1, it means the connection is on, just I can't validate my username/password." This seems very significant to me. Can you please tell me what you mean by that? (did you use the test account?) Thanks. It means, my DSL modem is good and telephone wire is good. Problem is I can't validate through PPPoE. I'm so sorry -- I didn't phrase my question very clearly.
And I do apologize for imposing on you by asking you another question, and I hope you are not offended by my ignorance:
When you say "my DSL moden can see service ERX-TOR1", I wonder whether my (TD-8816) modem can also "see" ERX-whatever. Would you mind telling me which page on your modem's web interface shows that your modem "can see service ERX-TOR1"?
Thank you for your patience. | |
| | | | | | | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
3 edits | Re: Ordered Acanac, No DSL connection for two weeks The PPPoE credentials are OK, I did test them.
Could you please use a PPPoE login type within your modem instead of these IP passing bridge modes, just for test?
In addition, there is already open ticket on Bell side. They will check again DSL layer.
For me, the problem could be in wrong encapsulation selection, which is not "a joke" unless you know what you are doing.
Thanks
| |
| | | | | | | | | billy_z
join:2004-02-12
Scarborough, ON
| Re: Ordered Acanac, No DSL connection for two weeks said by Acanac PN :The PPPoE credentials are OK, I did test them. Could you please use a PPPoE login type within your modem instead of these IP passing bridge modes, just for test? In addition, there is already open ticket on Bell side. They will check again DSL layer. Thank you, I believe the problem is now on Bell side.
Today something different happened. My DSL modem can not sync with CO. It shows status "down". Bell guys did call me this afternoon, they will send someone here tomorrow. | |
| | | | | | | | billy_z
join:2004-02-12
Scarborough, ON
| I use a 3rd party DSL driver: RASPPPOE. It was very popular in the old days, before MS integrated PPPoE into WinXP.
I was using it just for testing purpose... nothing really significant. 
For your convenience, I attached the driver here. To use it, you need to config DSL modem in bridge mode, connect to your PC, and install the driver.
Have fun. | |
| | | | | | | | | planiwa
join:2009-02-19
Toronto M5S
| Re: Ordered Acanac, No DSL connection for two weeks said by billy_z :I use a 3rd party DSL driver: RASPPPOE. It was very popular in the old days, before MS integrated PPPoE into WinXP. I was using it just for testing purpose... nothing really significant. For your convenience, I attached the driver here. To use it, you need to config DSL modem in bridge mode, connect to your PC, and install the driver. Have fun. So sorry, but I have no PC.
I mis-understood what you meant by "my modem can see ERX-TOR1". I mistakenly thought perhaps you meant that your modem, was able to detect and display "ERX-TOR1".
Until I learn better, I will assume that you established a PPPoE connection from your PC, possibly logging in with an account other than your Acanac account, and that the modem never saw anything at the IP layer, since the modem was not doing PPPoE at all.
Thanks again, sorry to bother you with my question. | |
| | | | | | | | | | billy_z
join:2004-02-12
Scarborough, ON
| Re: Ordered Acanac, No DSL connection for two weeks said by planiwa :Until I learn better, I will assume that you established a PPPoE connection from your PC, possibly logging in with an account other than your Acanac account, and that the modem never saw anything at the IP layer, since the modem was not doing PPPoE at all. No.... you don't get it.
PC means Personal Computer. Desktop or laptop doesn't matter. Before you establish a PPPOE link, you should be able to see ERX-xxx. The application is in the driver. | |
| | | | | | | | | | planiwa
join:2009-02-19
Toronto M5S
| Re: Ordered Acanac, No DSL connection for two weeks said by billy_z :said by planiwa :Until I learn better, I will assume that you established a PPPoE connection from your PC, possibly logging in with an account other than your Acanac account, and that the modem never saw anything at the IP layer, since the modem was not doing PPPoE at all. No.... you don't get it. PC means Personal Computer. Desktop or laptop doesn't matter. Before you establish a PPPOE link, you should be able to see ERX-xxx. The application is in the driver. You're right -- I'm very slow in getting this.
So, you didn't actually establish a PPPoE connection, only got as far as the Access Concentrator, and your RASPPPOE client showed you the name of the Access Concentrator. (But couldn't authenticate.) I think I got it.
Thanks! I didn't think that the TP-Link modem's PPPoE client displayed the Access Concentrator, so I was confused when you said the "modem can see ...".
(For a moment I thought that the modem had this capability, and that you had found it.) | |
|
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | said by billy_z :Final note: After long waiting, I am back online again. The problem is a combined issue with Acanac/BELL. Today Bell sent someone here. The technician claims it is my fax machine causing problem. He asked me to disconnect my fax machine, I did, While I was in the bed room and he work in the kitchen. Then he said the line is good.... After he left, I plug my fax back, and the line is still good. wow, miracle. billy_z, I know you don't relay on miracles but ... for your information, at the moment of visit the tech ppl changed DSL profile, too (lower speed and interleave).
That may explain, why DSL still works after replugging your fax machine back.
Isn't it strange you keep your fax connected on Dry-Loop or I miss something?
What is the idea, the line could not be used for standard phone or fax because it has no active analog service ...!?
At least ... put a DSL filter  if you are happier with this FAX connected.
Otherwise your DSL service will suffer with this FAX on it.
Regards | |
| | planiwa
join:2009-02-19
Toronto M5S
1 edit | Re: Resolved - Ordered Acanac, No DSL connection for two weeks I wonder ...
... what is the modem's line data (aka "modem status")? (Haven't seen it thus far).
... is the Access Concentrator still ERX-TOR1 (seems like a Primus AC to me).
... how can a FAX machine prevent PPP authentication on a Sync'd DSL line? | |
| | | billy_z
join:2004-02-12
Scarborough, ON
| Re: Resolved - Ordered Acanac, No DSL connection for two weeks said by planiwa :I wonder ... ... is the Access Concentrator still ERX-TOR1 (seems like a Primus AC to me). ... how can a FAX machine prevent PPP authentication on a Sync'd DSL line? Yes, you are damn right. I checked the Access Concentrator, it is now "bas1-toronto48". Bell technician is a liar, he did something while I was away from kitchen.
It was changed from ERX-TOR1 to bas1-toronto48. See attched screenshot. | |
| | | |
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| Re: Resolved - Ordered Acanac, No DSL connection for two weeks billy_z
Sorry for your troubles. The good thing - you have connection now.
I am checking your line again. The distance to CO is pretty long.
You cannot expect some perfect speeds.
However, after the last complain and following Bell visit, the profile was lowered and put to interleave.
I believe, your line is capable to give some better speeds but for the moment, my suggestion is just to wait 1-2 weeks.
After that, IM me or open a new ticket by writing an e-mail to support@acanac.com and asking for fast path and higher speed profile.
Best regards
--
We Rock | |
| | billy_z
join:2004-02-12
Scarborough, ON
| said by Acanac PN :Isn't it strange you keep your fax connected on Dry-Loop or I miss something? What is the idea, the line could not be used for standard phone or fax because it has no active analog service ...!? At least ... put a DSL filter if you are happier with this FAX connected. Otherwise your DSL service will suffer with this FAX on it. Regards Thank you for all the help. I appreciate all the replies you give me here. My bad for leaving the fax machine connected (with filter).
Just wonder, can I go back on a higher profile? I am getting something like 950bps.... | |
| | | |
|
