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Victoria Square Slowness Issues

Anyone else having this slowness issue?

I was on the phone with Acanac and the a-hole wanted me to do all sorts of test. The last test he wanted me to do ... was to get another modem to test which I have already done, but don't have access to another modem at the time and told him to put it in the ticket that I've already done the test.

He refused to and when I was really upset and yelled at him to put in the comment, he goes I can't deal with this or whatever he said and hung up.

This company really needs to go under because they have really bad customer service

Edward do you have the name of the agent that hung up on you. Telling you he can not deal with this and hanging up is completely unacceptable. I would have told him if I were you " Excuse me, that is what you are hired FOR, to deal with customers and help them solve their problems. " I am so sorry someone did this to you and it is NOT the norm for our agents.

Do you have a ticket ID I can look at?

Nope, who has time to put the phone against the ear for over an hour wait....

It was on speaker, and I ran to the phone when I heard a real live agent.

I tried calling since then but the wait time now is over one hour.

I dont know your position in this company, but if you want more compalints about your company and want to follow up to show you care.... I was on the queue and was reported as caller number 7.... number 6..... number 5, than all of a sudden Im calling 11 again! I can try to understand the wait time increasing from 9 minutes to 20 minutes. But my queue being pushed, thats just stupid.

Before the guy, I was also talking with a girl and she wanted me to not use my voip phone to do test. So I had to hang up and wait again. Accoridng to the last guy I talked to, he said he saw the girls input, so lets see if he put in his comments. If so you can follow up based on your agents name. You can help me by telling him " Excuse me, that is what you are hired FOR, to deal with customers and help them solve their problems. "

How can I get a ticket number if I was hung up.

The only tickets I have are from my email threads, GEJ-16281.
Good luck finding anything because the guy said theres no email thread notes in my account.

reply to edward80
I`ve tested my modem and my friend`s modem at his connection with my laptop and all my cables from home, result:

4197kbps, 628kbps, 42ms

Brought his modem back here, result:
594kpbs, 667kbps, 138ms

Wow what a big difference, not my end.

reply to edward80
Lynn, I went outside to the demarcation point and tested directly with my modem and laptop, same result.

I will take you up on your offer to have a Bell tech come out to look at this. If it`s fixed and it`s my fault, fine ... at least I`ll have a working connection again.

IF HOWEVER IT IS ON BELL`S END, I WILL MAKE SURE YOU GIVE ME THE DIFFERENCE IN MONEY FROM MY SERVICE.

I have contacted second level tec and they are sending in a ticket to have tec come out.

Hi Lynn,
I appreciate your PM and telling me that you have contacted the second level tech, I will wait for the faithful call and see where that goes, hopefully we can end this nonsense and you can deal with other problems that Acanac will have to face.

It is a shame that I had to go to great lengths to get some attention which started back in September 30th ...... I like to take this opportunity to apologize to other users' posts that I posted information about my dsl problems to try and figure out if I was the only Acanac customers affected in my area. If only dslsupport email and your 1-800 number hotline showed a little more courtesy I wouldn't have to spend hours on end here and still have nothing fixed.

In regards to your other thread to keep it to one thread, I was just telling people about the problems we are all having and was merely shedding some light to the problem in this neighborhood. I mean if I didn't spread the news, I wouldn't have found out that I'm not the only one in my area with this problem and wouldn't thought that it was just me. I mean just within a couple of streets, there's 5 Teksavvy users, 3 Bell users and myself showing the same DSL symptoms. I think it is safe to say that not all of our hardware started malfunctioning at the same time. I'm sure others might one day find this useful that if their line is slow, it might not just be the users' hardware, it might actually be the provider's side.

Also, I think it is fair to say your "few days" (in your other post) is very inaccurate ... this problem started on Sept. 30, and if only Acanac's customer service had some standard, understanding and perhaps knowledge ..... maybe the problem would have been resolved by now over my initial email.

@your comment about my reviews .... 19 days .... I think it's only fair as a paying customer, the inconvenience you have caused, the time I have wasted before and now, the time I spent emailing your department, the hours I waited over the phone only to get hung up because your tech can't help and handle someone blowing off some steam finally on the 19th day. I think it's only fair....... throughtout these 19 days .... I did not see anyone in Acanac go the extra mile to try and solve my issue.

@your department, have you finally figured out who the gentleman I was talking to that hung up on me because I was getting frustrated at his request to have me test with another modem in which I have already done while trying to troubleshoot over your email service? How about making the request that I disconnect the AC adapter from the powerbar and directly connecting to the wall ... he claimed that powerbars has caused interference. I understand a cat5 cable might get interference, but a power cord....really? If you do, let him know he's only a front line customer service, he needs to learn on how to deal with frustrated customers. Tell him not to take it so personally, because if the company put their act together, he might actually be out of the job.

This leads to your dslsupport email service, maybe as a forum rep with information posted here on the Internet, you can forward the information that it might just be a good idea to add email threads to the customer file so that the dslsupport team knows what has been tested and doesn't make the customer test the same thing over and over again? I must've reset my modem and router five times over the 19 days.

You might also want to tell your phone support that their queue system is wrong, at one point I was at number 5, then all of a sudden I was pushed to 11th spot. Maybe hire some more staff so customers don't have to wait what was told to be a 10 minute wait to over 60 minutes wait time.

Maybe if I ever have to use your service during my contract term and I see tremendous improvements, just maybe I'll give a better review.

But as of right now, my review for Acanac is just.

reply to edward80
At your 'few days' conments to prove that it is inaccurate...
I was brought to the attention that this post was posted back on Oct 10
You didnt start replying until the Oct 18th.
Looking forward for your reply Lynn!

reply to edward80
Lynn, haven't heard anything yet from Bell or your 2nd level tech or from you.

The only thing I heard back was from your helpful dslsupport emali:
here is the ticket ID just in case you need it again, GEJ-16281.

Hello,

We apologize for any inconvenience that this may have caused you,

We have checked your DSL status on Bell help desk and we found no problem with your line. Please test your internet speed again and let us know the result.

Best Regards,
Acanac Inc.

Please see to it that you have someone contact Bell as I am still having the same problem on my 20th day.

Thanks

reply to edward80
So I'm on the line with Alex who's refusing to put in a ticket with Bell.
She wants me to go out in the rain again and do the test again.
I find this ridiculous because I've already agreed to the Bell's charges if the problem is in my end!

Alex refused to tell me the guy's name and she said he didn't list down all the test that I have done with him.

Acanac is really stupid.

reply to edward80
Looking at my email threads, apparently it wasn't September 30 that I started having this issue. I've already placed a request for my problems on September 23, the email is below.

I've sent an email to billing to request for my refund because Lynn, you're here telling me I need to agree to the charges and when I did, you said you've placed a call to Bell. But according to Alex over the phone, she said you haven't. And refused to put in a ticket for me because she needs me to do ALL the tests again.

If you guys put your act together and actually tried to support your customers instead of bouncing them back and fourth, you might've turned out alright.

Technical Support support@acanac.com to me

show details Sep 23


Slow Internet

Your ticket has been submitted to our Technical Support department, one of the staff members will review it and reply accordingly. Listed below are details of this ticket, you will need to use the ticket key listed below to update the status of this ticket from web.

Ticket Information:
Ticket ID: GEJ-16281
Subject: Slow Internet
Department: Technical Support

You can check the status or reply to this ticket online by clicking here

I did not say I have placed a call to Bell and I can't place calls to them. what i said was I talked to a second level tec who is going to put a ticket in for you and he does not come back to work till today at 4 pm. He will be putting the ticket in then.
We are trying to support our customers but you have to understand all I can do as forum rep is pass the information on to proper departments so they can put a ticket in for a tec to visit you or fix the problem.

OK, fine I jumped to conclusion from your pm....
"Edward I just talked to second level and he is sending a ticket inb for a Bell tec to come out. they will contact you with an appoitment."

I guess it won't happen today, we'll see when your second level tec comes in at 4pm.

When he comes in at 4 he will fill out the ticket. From what I am told by him it is 24-48 hours after that and you will hear from Bell.

reply to edward80
Hi Lynn,
So Mandy from Bell Sympatico called and confirmed that there is no problem on Bell's end because to them they are also synced with me at full speed.

She said she will get in contact with Acanac and talk to you guys about this "software" on your end that she believes is causing the issue of slowness. She also said there might be some configuration wrong with your switches.

She said there is no point in sending a Bell technician out because it doesn't look like there's a problem on theirs and my end. I confirmed with her that there will be no charge (cpe) against me because no Bell tech is coming onsite.

I hope you can follow up with what Bell is saying and fix this problem.

Edward I can pass this information on to my boss and they take things from there. If this Mandy does call today i am sure she will e talking to someone who will put in the report.

reply to edward80
Yes, please do because like I said, according to Bell there's no issue on mine or there end.
So the problem has to come from somewhere, it's almost as if someone moved me to a DSL Lite package where the download and upload speed matches that services.... :S

reply to edward80
there's 5 Teksavvy users, 3 Bell users and myself showing the same DSL symptoms. I think it is safe to say that not all of our hardware started malfunctioning at the same time.

That tells me it is not us, it has to be the ones we get the lines from.
No worries. I will pass on all your information so we can get this resolved.

reply to edward80
I've mentioned that to Bell, but her response was the ticket deals with me so they didn't care for other people.

Someone's responsible and as I said with customers from different providers, it's obviously not me or any other customers.

You're gonna have to tell your boss to take it up with Bell because I'm not getting the maximum speed, so either Acanac is doing something or Bell is doing something or both. I need an answer of who is responsible and what the solution is.