http://www.dslreports.com/forum/Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23212433 en Thu, 09 Feb 2012 08:38:42 EDT Thu, 09 Feb 2012 08:38:42 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23374936 Good.
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We Rock]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23374936 Sat, 21 Nov 2009 12:16:28 EDT http://www.dslreports.com/forum/Re-Bell-Response-Time-23373099 http://www.dslreports.com/forum/Re-Bell-Response-Time-23373099 Fri, 20 Nov 2009 21:17:08 EDT http://www.dslreports.com/forum/Re-Bell-Response-Time-23372700
After my last post, I had another hiccup in service. My Bell telephone went down for about 15 minutes and when it came back on, the DSL didn't. A call to Acanac and another ticket (escalated) to Bell.

Tonight Craig from Bell called me to tell me he was downstairs and had fixed the problem which was caused by someone doing another install in the building knocking my connection off.
Craig went on to tell me that he had also moved me to a high speed port (what did I have before?) and bumped my speed up.

Did he ever ! I'm downloading right now at over 500 Kb/s which is the fastest speed I have ever had with you and something Bell insisted was impossible to attain.

I immediately called Acanac support and asked the rep to monitor the speed on my line and make note of it in my account records, so that when I lose this speed (the eternal pessimist) they can't say the speed isn't attainable.

Here's hoping for the best !!



]]> http://www.dslreports.com/forum/Re-Bell-Response-Time-23372700 Fri, 20 Nov 2009 19:55:12 EDT http://www.dslreports.com/forum/Re-Bell-Response-Time-23365549
I've been out of town for a couple weeks and not in a position to judge the level of service I've been getting lately.

Let's recap:
1. For first year of Acanac service I had 170-180 KB speed. (not great but I was willing to accept)

2. Start of second year my line profile was raised and I was getting almost double the speed at 300 KB

3. 3 months into second year, your modem stops working.

4. After a week of no service you send a new modem.

5. Speed is now back to the 170 KB I got at the beginning.

6. Numerous calls to tech support result in a slew of tickets to Bell, but no one wants to look at the fact that the problem started with your modem replacement.

7. Service degrades further to the point of 100 KB max speed.

8. Further multiple communications with tech support and multiple tickets to Bell with no solution are resulting in a frustration level that leads to my unbecoming communication in starting this forum thread. (I apologize for that)

9. My service goes out one day and I contact support. They put a ticket into Bell (surprise lol) 2 minutes after I hang up my service comes back. I get a call from a Bell tech a couple days later operating on that last ticket. I tell him my service was already back, although it had gone out briefly 15 minutes earlier. He said that was due to him working on the line. I was late for the airport and left for over a week. I came home yesterday to reports from my daughter that speed has been maxing out at 65 KB since I left. It seems every time I deal with a Bell tech, my speed gets cut. I now do not even have enough speed to stream videos from YouTube.

10. about 7 p.m. last night I called support and for the first time in this whole debacle, I felt I got a rep that was very thorough in his handling of my problem and of course he put in a ticket to Bell.

____________________________________________

Needless to say this is the last kick at the can for you to get this fixed or I will have to get a refund and leave. That is not a meaningless threat from a solitary user said with animosity. It's just a sad realization of the situation and what has to be done.

The thing that concerns me most about this situation and what it means for service from DSL providers such as yourselves; is that although you put the blame on Bell, anyone looking at my recap above can see that something is not right here. Your inability to pressure Bell to rectify an unacceptable problem that is obviously their creation, does not bode well for users of independent DSL in this country.

Cheers]]> http://www.dslreports.com/forum/Re-Bell-Response-Time-23365549 Thu, 19 Nov 2009 14:16:54 EDT http://www.dslreports.com/forum/Re-Bell-Response-Time-23267626 http://www.dslreports.com/forum/Re-Bell-Response-Time-23267626 Fri, 30 Oct 2009 17:16:09 EDT http://www.dslreports.com/forum/Re-Bell-Response-Time-23267478
You could have kepy me happy with the lousy 300 KB I was receiving before but youcan't even do that.

Guess I have to do what I would do with any service provider that after taking my money, tells me I have to accept 50% of the service we were giving you before.]]> http://www.dslreports.com/forum/Re-Bell-Response-Time-23267478 Fri, 30 Oct 2009 16:49:24 EDT http://www.dslreports.com/forum/Re-ReWhatever-23267434 http://www.dslreports.com/forum/Re-ReWhatever-23267434 Fri, 30 Oct 2009 16:42:42 EDT http://www.dslreports.com/forum/Re-Bell-Response-Time-23267276 Here is the thing ...
You have 1M "stable" service running. Packet loss 0 and so on.
That is the situation after multiple requests and tickets, returned with "that is the current maximum of your line".
Unfortunately, there is no way to push further the line provider (bell) explicitly saying that the work is not done or better remote *must* be found.

Thanks]]> http://www.dslreports.com/forum/Re-Bell-Response-Time-23267276 Fri, 30 Oct 2009 16:13:14 EDT http://www.dslreports.com/forum/ReWhatever-23265138
I'll remember that should I see you looking for help in the future.

Do have a great day. :)]]> http://www.dslreports.com/forum/ReWhatever-23265138 Fri, 30 Oct 2009 09:34:38 EDT http://www.dslreports.com/forum/Re-Bell-Response-Time-23264790
I posted the speedtests you asked for, what is the status of this please ?]]> http://www.dslreports.com/forum/Re-Bell-Response-Time-23264790 Fri, 30 Oct 2009 07:27:20 EDT http://www.dslreports.com/forum/Bell-Response-Time-23256457 http://www.dslreports.com/forum/Bell-Response-Time-23256457 Wed, 28 Oct 2009 18:05:42 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23254797 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 ?]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23254797 Wed, 28 Oct 2009 13:01:22 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23252565

]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23252565 Wed, 28 Oct 2009 01:36:33 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23252279
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.]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23252279 Wed, 28 Oct 2009 00:08:57 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23251543 For sure I could put more requests for you.
Thanks ]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23251543 Tue, 27 Oct 2009 21:28:08 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23251416
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.]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23251416 Tue, 27 Oct 2009 21:04:06 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23250825 http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23250825 Tue, 27 Oct 2009 19:17:37 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23250684
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 ?]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23250684 Tue, 27 Oct 2009 18:49:38 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23250587
BTW, the technician left a note "he is happy with new profile" :)

Is it true?]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23250587 Tue, 27 Oct 2009 18:30:50 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23247954 http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23247954 Tue, 27 Oct 2009 10:48:49 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23247820 http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23247820 Tue, 27 Oct 2009 10:21:38 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23235567 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.]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23235567 Sat, 24 Oct 2009 15:20:11 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23232402 http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23232402 Fri, 23 Oct 2009 19:49:10 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23230643 http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23230643 Fri, 23 Oct 2009 13:52:53 EDT http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23214767 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.]]> http://www.dslreports.com/forum/Re-Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23214767 Tue, 20 Oct 2009 19:23:27 EDT http://www.dslreports.com/forum/Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23212433
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 !!!]]> http://www.dslreports.com/forum/Why-am-I-paying-High-Speed-rate-for-Dial-Up-Service-23212433 Tue, 20 Oct 2009 12:14:47 EDT