IN
@bell.ca
|  Another "experience" with acanac
My saga started Sept 15 and today I discovered my tticket was closed w/o solving the issues...
>
modem loosing connectivity all the time
then theirs rep suggested me to try _another_ modem -
nothing was sent my way or helpful response happened
>
hope they read this forum and do check my case: GOG-80482
next my msg will be to: billing@ asking for cancellation |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| Hi,
I am checking the technical information of your line (dry-loop setup).
The service is active. The problem is most likely caused by your modem or inside wiring or connections.
Please, make sure nothing else is connected to your line and try another jack if available.
I believe, the modem is yours (not provided by Acanac).
If so, replace it, at least for test to eliminate this possibility.
I could ask for bell trouble ticket, but that won't help if the problem is inside.
Let me know if you need any other information.
Best regards. |
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IN
@bell.ca | reply to Acanac PN
Re: Another "experience" with acanac
sure mate modem is _yours_ (acanac inc)
send me your new one or arrange a techican visit asap
thank a lot |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
2 edits | Sure.
Please send an e-mail to support@acanac.com with modem change request and follow the instructions.
I am working remotely and couldn't process this directly.
There is also a procedure how to check everything and how the replacement will be done.
Best Regards. |
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iblastoff
join:2009-10-06
Toronto, ON | reply to IN
just to let you know, i believe a ticket is automatically closed after the ticket has been responded to. when you write back again, it becomes open again. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| said by iblastoff  :just to let you know, i believe a ticket is automatically closed after the ticket has been responded to. when you write back again, it becomes open again. It is not exactly like this. The "ticket" is some generic way used by many companies for support purposes. Basically, depends of the software used for that.
In Acanac, we are talking about two systems, one is the internal company tickets system and the other - the system that Bell uses to support ISP wholesalers.
The states are not switching automatically to "closed" only because someone responds. They could remain "Open" or "On Hold".
Also, after reviewing, the cases are moved from input section to the appropriate one for further processing.
Bell tickets (Troubles) use "Open" "Close" "Clear" states and this system is accessed only by support staff.
You just receive an automatically generated e-mail when you report the problem.
Thanks |
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mr9ice
join:2004-09-23
1 edit | reply to IN
closed |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | OK |
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