Lappy
@rogers.com
| My experience with Acanac
My experience with Acanac left me disappointed with both Acanac and Bell. I signed up for their 5MB residential DSL service with a dry loop for a total of $26.95/m, and it came with a 30 day trial so I could easily cancel if I didn't care for their service. The problem I encountered was that I did not get any service at all. When I signed up on August 25th, I received an email with my username that told me to just plug my modem in and wait for DSL sync - the sync never came and by September 8th I was starting to get concerned so I contacted their support. Support told me that Bell had cancelled the order to install a dry loop because they couldn't find my address. I had to go double check to make sure I provided the correct address and a quick Google Maps search showed me that it was easily pinpointed... I explained this and the tech support went ahead and sent another ticket off to Bell to install the dry loop. When I asked why they didn't call me when the order was cancelled they replied that they are too busy to respond to cancelled Bell orders.
On September 15th Bell was out and supposedly finished their work - however, I still did not have sync so I gave Acanac support another call. I was told to wait until the next morning at 10AM and see if I could get sync then. So I waited again, and tomorrow at around noon I gave Acanac another call - they don't know what's wrong but are going to send in another Bell ticket. I told them not to bother and that I would be cancelling anyway as per the 30 day trial. I was told to send an email to billing, so I went ahead and sent that. Billing told me on September 17th that they would be having their manager look into the case for me but as of the 18th I had no response so I sent them another message saying that I don't even want it fixed anymore - just to cancel my service and refund my money so that I can look elsewhere for my Internet. The manager responded on the 18th saying he had filed a ticket with Bell and that things should be working by the end of that day. Bell gave me a call shortly thereafter saying they would be out today (September 19th). I responded to Acanac saying that even if they could hook me up that very day, I am still cancelling as I've paid for nearly a month of service that I did not receive and used up their 30 day trial period with no results. They have responded this morning saying they'll terminate my account.
Maybe their service is pretty nice once you get it, but I'm afraid I can't wait any longer.
Through it all the thing that bothered me the most was that they didn't contact me when the order was cancelled. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| Thank you for sharing this experience.
Could you send me Acanac ID or some info regarding your account.
I would like to check and file it for internal improvement suggestions together with your post.
If you could prove the support's response where they were "busy to respond to cancelled Bell orders", please send me this, too.
Indeed, Acanac processes many orders every day so forwarding Bell cancellation note to you may be missed.
Appreciate your feedback.
I hope, once the case passed trough Bell system, now you would be able to order any DSL provider' service without any troubles.
Very Best Regards.
--
We Rock |
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household
join:2009-09-26
Windsor, ON
|  reply to Lappy
Yes, such catastrophe happened with me too
I pay the bill of internet and dry loop to Acanac at Sep 13 or 14, they told they called bell to set up the dry loop at Sep 17, but now, I still can't use internet at all! As you said, we call acanac so many times but they still can't solve our problem. They ofter told me that I will have internet tomorrow. Last night, I call to them and they told me I will have internet today morning, but they fool me again.
I think this is a terrible company.
Good luck to you, I'm going to negotiate with they to give my money back if I can't use internet the next Monday. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | reply to Lappy
household,
Well ... I think, if you are the same person who I am answering trough IM,
you should know where the problem is.
Acanac processed your order as usual but unfortunately, you need troubleshooting by bell who is the owner of copper pairs network. The request is there, needs some time to be processed.
Of course, you have your right to cancel or stay as you wish.
Best regards. |
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darknestgirl
join:2008-08-11
Montreal, QC
 ·Acanac
| reply to Lappy
It's on Bell sides the problem there the one that have to go to your place tp set up the dry loop, the only thing Acanac can do is to ask Bell over and over to do their job. I had the same problem than you but i decide to get Bell phone instead of a dry loop and guess what, they were a lot more faster to set up my phone then to set up the dry loop just because we are not with Bell they are doing anythin to avoid us from taking ineternet with other comapny then them, that's how Bell works. |
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household
join:2009-09-26
Windsor, ON
| Thank for your response, but please remember, I'm the customer of Acanac, not BELL.
So I don't care what happened between BELL and Acanac, it's not my duty.
About half a month has passed after I pay the money, but I get nothing. This is what I'm care about and Acanac shouldn't always tell me my internet will be OK "tomorrow". |
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household
join:2009-09-26
Windsor, ON | reply to Acanac PN
I'm not the person who talk with you on TM.
But I would like tell you my situation through TM, and I don't know what is TM, if it is a chating software, please PM me your TM ID, thank you. |
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darknestgirl
join:2008-08-11
Montreal, QC
·Acanac
1 edit | reply to Lappy
remember I'm a Acanac customer too and believe me i had my share of problem, it took me a month before being able to get my internet working just because Bell were telling Acanac that the phone number wasn't register to my name even if Bell tech just came to my place the day before to set up my phone line with them. |
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household
join:2009-09-26
Windsor, ON | Thank you......
Sorry to talk to you so uncomely. |
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household
join:2009-09-26
Windsor, ON | A Bell guy has fixed my internet up today. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Sorry for your bad initial experience.
Hope the things will work fine from now on.
Thank you for the last feedback. |
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darknestgirl
join:2008-08-11
Montreal, QC | reply to Lappy
that's alright i understand your frustation, i'll probably react the same way if i was in your place  |
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Lappy
@rogers.com
| reply to Lappy
A bit of an update from the OP:
They went ahead and terminated my account as of September 19th but I am still waiting for my money back as per their 30 day money back guarantee. They claim to have credited me, so I called my bank - no credits have come in. So I'm back to speaking with Acanac again... |
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Acanac
| reply to Acanac PN
Dear Acanac,
Are you working for Acanac. If so, I can tell you that I had similar experience as the first person.
Several problems in my mind at Acanac:
- Some tech rep don't have a professional knowledge about the troubleshooting. And sometime, their attitude is so bad even.
- It appears that Acanac doesn't have a proper system to keep track the pending actions or actions need to take.
- there are others. I don't have enough time to write though.
My internet is down more than a week.
I made almost hundreds calls, but different rep gave me different stories. Someone said that my modem is down, someone said that try test@test, test, However, in the end,
it has been several days, my modem replacement is still up in the air. I have paid two years upfront. Now Acanac can't provide me with a service, i thus asked bill to refund. The bill simply don't respond to me.
In addition, it doesn't have to ask other customer provide proves how tech rep communicate with customers. Acanac should have review the record of customer's call.
I actually have many ticket ID. However, pls. review the latest one, VEJ-61606.
I'm extremely disappointed about Acanac.
B.regards |
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darknestgirl
join:2008-08-11
Montreal, QC | reply to Lappy
Acanac PN can help you with that, for my part i'm just a customer like you so i can't do anything about it |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| reply to Acanac
Dear Customer with VEJ-61606
For your information, the main tool that all DSL providers use to check your service (lantern), currently shows:
Sync Rate (Downstream/Upstream): 6016/800
RCO(% Capacity Downstream/Upstream): 75%/87%
That means, you have a good connection up an running.
There is a modem connected.
If you don't have Internet, please, first check if you are using the Acanac DSL PPPoE login (not test@test anymore).
Check the modem lights.
Make sure you follow the instructions to connect a single PC and/or Router to the modem.
The ticket in question is open, but the problem is most likely on user's side unless some glitch in the reporting system,
Please send me a Instant Message (IM) if you need some help.
Thanks
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iblastoff
join:2009-10-06
Toronto, ON
| reply to Lappy
said by Lappy :
Support told me that Bell had cancelled the order to install a dry loop because they couldn't find my address. I had to go double check to make sure I provided the correct address and a quick Google Maps search showed me that it was easily pinpointed... I explained this and the tech support went ahead and sent another ticket off to Bell to install the dry loop. When I asked why they didn't call me when the order was cancelled they replied that they are too busy to respond to cancelled Bell orders.
i had the exact same issue. i just ordered acanac for a year on oct 3th. i had to contact support myself in order for them to tell me that my first appointment which was to be on oct 8th for dry loop installation was rejected by bell.
had i not called in, i would have had no idea. i had the day booked off of work already and basically just lost money. now my new dry loop appointment is on the 13th ugh.
i understand acanac has to go through bell for these types of things but it is nonetheless still irritating that i did not get any form of communication regarding the change of dry loop appointment date.
oh well..heres to hoping bell actually shows up on the 13th and everything going smoothly from there *crossing fingers* |
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