napierzaza
join:2009-08-06
| I cancelled my Acanac Account
Hey, thought I'd share with everyone how I was not able to continue with Acanac after a year of good service from them.
After about a year of Acanac I moved to a new area in Montreal Quebec. I had one more month left of my Acanac service so I took advantage of the free move service they offered. The internet worked as always in my new location. At the end of the year, I renewed my contract with Acanac and paid the 500$ or so for the year up-front.
Unfortunately, when the new year started, my internet stopped working. I found out that apparently everything was not okay with my account. There had actually been an error with Bell and there was no dry-loop space until Dec 2009. Acanac should have reserved my old dry-loop spot, failed to notify me that there was an error, AND took my money anyways.
I call their support line about a refund and am told this and am told that someone from management will call me. A week goes by and no-one calls. I call back and they apparently are IM'ing a manager, she says someone will call me that day with a answer. They don't.
After 30 days I am finally told that I am getting a refund. No one is able to tell me whether it is a full refund or not, and I still haven't spoken to a manager, just members of the tech and billing support.
In one phone call a tech suggests that I get a Bell account, and migrate from it, because apparently Bell falsely says there is no room when there really is. Since it is not clear whether I am getting my refund, I figure it would be best if I can actually get the internet with Acanac so they don't have to dig into their pockets for my money (which appears to be very slow and hard for them).
I email Acanac saying this and a tech calls me to get my Bell details. They tell me it will be active on the 10th of August and that I get a free month for migrating. This is good considering I had to pay a month with Bell to get the service; but I have to contact Billing about the free month.
So... I email Billing and they tell me that my account is actually being cancelled! I reply that it was actually saved because I am not migrating. Their response is that I have to contact tech support...
So I contact tech support and they tell me my account is being cancelled on the 10th, not migrated. What?
The only reason I wanted to quit Acanac was because they said they couldn't give me service in my area. I was pretty shocked when they dragged their hands and promised me they'd call me but didn't. If you can't give me the service, give me my money back. I also thought that it would be great if I could migrate, but again Acanac didn't communicate enough and gave me the run around. Why couldn't I migrate? Either way this whole ordeal has been enough to convince me I'm better off canceling.
PS: It's really really unprofessional to keep telling someone who has no internet that they have to email Billing all the time. I had to run around my neighborhood to find free wifi in the streets. |
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darknestgirl
join:2008-08-11
Montreal, QC | Just IM acanac PN he'll be able to help you out |
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Fergless
join:2008-04-19
Toronto, ON | reply to napierzaza
I'm trying to help you on the Acanac Community Forum.
»https://community.acanac.com/acanac/view···&t=10216 |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | reply to napierzaza
Please send me your Acanac ID information.
Indeed, there are some cases when Acanac users are rejected (by Bell) with no explanation. However, sometimes the user address could get bell DSL connection as customer of their service !?
That's why our team is suggesting reimbursement / free month in case of successful later migration Bell-->Acanac.
This is relatively new approach and it may take some additional calls and efforts.
Regarding money return, it takes some time indeed, because the billing is separated department.
But ... as far as I know, all similar cases were given additional service period or they were properly reimbursed.
Thank you for your understanding and patience
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | reply to napierzaza
This is the latest info in your account file:
Aug 6, 2009
Hi
We have canceled your account and we will refund your money.
Best Regards,
Acanac Inc.
Email: billing@acanac.com |
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napierzaza
join:2009-08-06 | Indeed, I'm not surprised that is the most recent status on the file. It took me a month to convince Acanac that I cancelled (because they weren't providing any service) and now it might take another month to convince them I'm migrating. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | Well it looks like you just tried to use DSL after canceling an active phone line but not telling Acanac.
At one point, Bell just cut the service because a new type setup (new GAS#) was needed.
Tell me if I am wrong. |
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napierzaza
join:2009-08-06
1 edit | You're wrong. I've not had a Bell line for over 4 years.
It appears as if I might actually get the migration going, but it seems as if Acanac is still having trouble answering my questions, or giving me proper credit. I guess I could only expect this to be resolved within a month |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
2 edits | Ok, please check your message box or call about you "migraton" option.
Again, your current service is canceled as you requested and your money will be returned.
Regarding the dry-loop, I will check again the whole story.
You had 4 years, but on another address.
Unfortunately, dry-loop GAS numbers are not "reserved" and not transferable
Thanks. |
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napierzaza
join:2009-08-06
| It's not so much that I didn't get the dry loop. It's that Acanac got an error and didn't tell me, and hung me up for over a month instead of giving me a refund. I am speaking to them now and apparently I am getting the migration.
It looks like it's still pretty complicated, I've been informed that I got 2 months credit (for the two months I didn't get service). So they're not even crediting me the one month offered for migrating. We'll see about what happens over the next month. |
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napierzaza
join:2009-08-06
| Just got a voice mail from Sandy at Acanac, they cannot give me service in my area... They suggest I get a dry loop. What? I setup for migration days ago and now they're suggesting it? What is happening! Thought I was out of the woods for getting the service. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | Hi,
Please check again your message box.
I believe your current situation and options regarding Acanac DSL service are already explained.
Let me know if you have any questions.
Regards.
--
We Rock |
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napierzaza
join:2009-08-06 | still waiting for activation. Was scheduled for today, but I could not access the net with my user/id. Haven't heard anything either. Contacting Acanac again to get status update. |
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napierzaza
join:2009-08-06
1 edit | reply to napierzaza
Got another call from Acanac saying I am missing information in my account. This has been happening every week. It appears as if Acanac forgets that I am migrating every week, not to mention the dryloop number and account numbers I keep telling them. Is there anyway to at least have Acanac remember what they're supposed to be doing? I'm tired of being told I should consider getting a migration. |
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another item
@royalbank.com | reply to napierzaza
I signed up for acanac on JULY 31 , pay for a 5m speed DSL. they delay my internet 3 times and I got 0.5 M speed internet on AUG 18!!
it is really sucks.
i wonder if i should cancel it too |
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napierzaza
join:2009-08-06
2 edits | reply to another item
Re: I cancelled my Acanac Account
It's likely the speed will be the same no matter who you go with. Acanac, Bell and anybody else will be using the same "pipe". You can however try a different medium, like cable or something if that is suitable for you.
I know my dad signed on for Bell high-speed with a contract (a while ago) and they never delivered on the speeds. He now gets less than 2mb, but he still pays for the ultra-speed price. He's leaving once he gets out of his contract in a few months.
I should also note that I don't really prefer Bell. If you have to call tech support it's hell. I have Bell now, and found out that once you successfully connect your modem you have to log in over the internet on a portal. I was getting a lot of errors with it, and called Bell. So, when I call their tech-support they keep asking me to plug-unplug the modem, plug directly into the modem blah blah blah. Stuff that ISN'T the problem because I told them it was the portal sign on that you do AFTER you're on the internet.
Maybe try Colba or something if you can. I had them for a year and they were good. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | reply to another item
Please, submit your Acanac ID to my IM, I would check what is the reason for such low speed.
Best regards
--
We Rock |
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Caker
@rogers.com | reply to napierzaza
I've canceled my Acanac service for 2 months now, and only received a refund for the modem $49.96. I've payed $407.40. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Hi, please send me your Acanac ID.
If you canceled, you will get the reimbursement.
Thanks |
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