djhoward
join:2009-10-20
| Why am I paying High Speed rate for Dial Up Service ???
I am into my second year with acanac as my isp. For the whole first year, my max download speed was 170KB. Tech support told me that was it, there was no more speed to be had due to "that catch all - explain everything answer": my distance.
I accepted that because Rogers and Bell had just capped their unlimited accounts, and I still needed unlimited.
Funny thing though, right after I renewed for the second year I had occasion to call tech support on a matter unrelated to speed. The tech volunteered on his own that I could be getting better speed. He did some calculations and put in a ticket to bell to up the profile on my line. Within 2 hrs my speed had magically increased to 300 KB on the same line that was "incapable of more than 170 KB" in my first year.
Is that how you make up for the low rate charged for the first year, by limiting bandwidth?
Anyway, a couple months ago my modem went on the fritz. I told Tech Support it was the modem but they had me jumping through hoops, replacing phone lines etc before they sent a BELL tech out to check my line. While he was here (determining that the problem WAS my modem) he checked with BELL and informed me that my line was rated for 3Mb.
My new modem was finally shipped by Acanac (after a full week of no internet service) but when I hooked it up I was suddenly back to my old speed of 170KB. Numerous calls to tech support always got me the same answer "that's all there is" because lets face it, if the answer isn't spelled out for them on their computer screen most of these techs wouldn't know their ass from a hole in the ground.
Finally after weeks of complaining and demanding to speak to the tech supervisor I was put in touch with "Peter".
It took a couple more weeks of nothing happening, Peter finally got BELL to increase my line speed back to the 300KB I was getting before.
That was all a couple months ago. Then this past Friday my speed dropped to 100 KB. GRRRRRRRRRRR. I called tech support who put in a ticket to Bell and today I get a call from a Bell tech who told me I can't have my old speed because it wasn't stable and he further cut my line to 512/512
Somebody is lying to me here and it is totally unacceptable. Acanac takes my money for a year up front then my service constantly degrades. Do I sound pissed? Do you think? If this isn't fixed and very fast Acanac can colour my ass GONE !!! |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Send me your Acanac ID, or ticket # to check, please.
What your paying for .... year, you will pay on first month bill with other providers.
I will do my best to keep you as a customer, but the choice is always yours.
Best regards. |
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AndrewM
@host36-server.com | reply to djhoward
Exact same thing happened to me and after 2 weeks of going threw hoops trying to get my speed back up its still not. Same thing had 300kbs then droped to 100 and now was around 40 for a while. |
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kena
@host36-server.com
| reply to djhoward
same thing with me too, every day afternoon, download speed is less than 1 mb/s. i open many tickets and it took 2 to 3 weeks to fix, for few days have good rates and after (less then a week) same thing hapend, now it s my 4th times i asck support to fix this problem but same thing |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| reply to djhoward
For your information, the internal Acanac network is in good condition, I am also using it for my access. Most likely, your problems are related to the lines or some equipment issues.
I believe, the appropriate actions are taken for each individual support query.
Please, let me know if you have any problems with support team.
Regards. |
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djhoward
join:2009-10-20 | reply to Acanac PN
Re: Why am I paying High Speed rate for Dial Up Service ???
To Acanac PN I sent you all the info you requested over a week ago and you haven't even acknowledged receiving it let alone reply with an answer to my problem. I don't know why I should be surprised at this level of customer service. |
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djhoward
join:2009-10-20 | OK in all fairness you did respond on the 21st and I didn't notice. Your posting of the actual ticket does nothing to help me with my problem though so what's next ??? |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
1 edit | Lantern shows 1M speed (1184k) now on your line.
BTW, the technician left a note "he is happy with new profile" 
Is it true? |
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djhoward
join:2009-10-20
| No I'm not happy and I certainly didn't tell him that. Did he tell you that he put the blame back on you ? You'll notice in my orginal post that my complaint starts with my speed dropping to 100 KB from 300 KB. Then acting on a repair ticket my line profile was further cut after that to 512/512 by Bell which gave me download speed of 50 KB.
The tech today changed the profile to 1184/160 interleave which has taken me back to just over 100 KB which is only 1/3 of the speed I was getting. He told me that the problem is Acanac's now because they cannot increase it anymore.
Now what ? |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| How Acanac could possibly give you higher speeds while Bell system gives this spot for you? We are NOT controlling the individual user or line speeds. Always Acanac asks for maximum performance adjustments because that has no difference regarding the expenses per user (so far). No sense to keep low speeds. |
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djhoward
join:2009-10-20
| Lets not forget that this is not a case of me demanding speed that isnt available.
I Had 300 KB which is still way below the 3 - 5 mb service you offer, but I was willing to accept that.
Then it was taken away for whatever reason, technical or otherwise. I don't think it's unreasonable of me to want that previous level of service restored, or to expect you as my service provider to get it for me from Bell.
You guys keep mentioning a remote server from Bell will solve my problem and you tell me that they become available ALL the time. Just keep putting a ticket in requesting one.
Problem is I've done that and I don't see any results except further delays while we wait for ticket responses.
If it's so easy and they're available so frequently then get me one please. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Could you check how the things look like from your side, please(do speedtest.net and pingtest.net and paste the results).
For sure I could put more requests for you.
Thanks |
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jas_no1
| reply to djhoward
Hi Guys,
I had a similar problem not long ago about my speed dropping from one day to the other. I looked into it very closely and came to find out that Bell would cap my connection at 3.3mb from 4.4mb without even consenting with Acanac or myself.
The bell technician had some theory about him dropping my speed to under 4mb would give me a better/solid connection. They called it refined/pure internet. After a couple of minutes of argument I told the guy I needed my 4mb and that's all. The guy had no choice but to call his office and raise my profile.
I know how it feels Howard. I was blaming Acanac too but came to find out that Bell was behind all of this.
Good Luck!
jas_no1. |
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djhoward
join:2009-10-20 | reply to Acanac PN
 |
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djhoward
join:2009-10-20
| reply to Acanac PN
I'm not looking for "more requests" because my past experience with Acanac shows that this is the equivalent of the "big kiss off and hope you go away" Your customer service reps don't even give the same answer on how long it will take Bell to respond. The answers for the same request vary from "tommorrow" to "5 to 7 business days"
Why can you not get a commitment from Bell that they will issue the "next available remote server" to me if they supposedly become available all the time ? |
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Fergless
join:2008-04-19
Toronto, ON | Bell Response Time
It can take up to 4 working days for Bell to respond to Acanac's tickets. |
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djhoward
join:2009-10-20 | Whatever, I'm looking for a response from Acanac not other users.
I posted the speedtests you asked for, what is the status of this please ? |
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Fergless
join:2008-04-19
Toronto, ON
1 edit | Re:Whatever
OK, Grumpy Bear.
I'll remember that should I see you looking for help in the future.
Do have a great day. |
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