iblastoff
join:2009-10-06
Toronto, ON
3 edits | new to acanac...communication needs to be better
i signed up for 1 year of acanac and dry loop service on oct 3th. i automatically received my invoice/login/password etc via email which was fine.
what i was confused about is why i was not contacted at all about my dry loop installation? i had to send in a ticket in order to find out when it was (oct 8th). i did get prompt responses which was nice, but all of a sudden my dry loop date was cancelled (by bell apparently, due to my address being rejected). the ONLY reason i knew that was because i had submitted another ticket for an unrelated issue and then i was told my dry loop date has been moved to oct 13th. i had already booked a day off of work on the 8th which was basically wasted.
i get that acanac has to go through bell for these types of things and will cause reasonable delay in services. i do NOT get why i was not contacted in any way regarding my initial dry loop date and then its subsequent cancellation/change to another date. can't i be notified automatically like the invoice/login/password/intro emails? this has so far been my one pet peeve with acanac. just a simple automated email would have been nice.
other than that, i have been reading the forums here and on the community forums over at »community.acanac.com and i do see some helpful, passionate acanac fans (who don't work for acanac) which is usually a good sign. i've been reading a lot of good (and a lot of bad) reviews with the service and i'm hoping my experience will land in the former category. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | Hi
Could you send me your Acanac ID or some ticket# , please?
Dry-loops installs could be canceled because of some existing "incompatible" services which basically means you are already using the "main" line for another "digital" thing besides the analog phone and Bell need to give you(r DSL ISP provider) a second pair.
In addition, dry loops use different sets of phone "numbers".
If you have an analog phone service say 514-xxx-yyyy + DSL but later decide to cancel the phone, DSL should be changed to Dry-Loop.
Dry loop # are selected from another set of (GAS) numbers, say 514-aaa-bbbb, that may need a technician to change the pair in some of their cabinets.
The details of all this are not always shared between Bell and Wholesalers |
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iblastoff
join:2009-10-06
Toronto, ON | sure my ticket is RHL-43539 |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| Yes, the new schedule date is Oct. 13.
The note on your file shows that problem was related to some trouble to identify the "address" vs. "basement address" difference.
I believe, the things are clear now, and you will have your connection soon. |
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