Company Forums » Companies beginning with A » Acanac > Rogers to Acanac problem

Rogers to Acanac problem

Are you trying to provision a modem that you used with Rogers?

This is EXACTLY what happened to me. I tried switching from Rogers to Acanac and was stuck in activation limbo for more than 3 weeks! Acanac kept pointing the finger at Rogers for holding-up my activation. I got fed-up with the lack of customer service from Acanac (never would they let me speak to a manager) and so I switched to Teksaavy. I was up and running within a few days.

So that's my advice to you...call Teksaavy today and explain the situation. They will actually work with you to get you up and running. I ended-up buying a new modem through them but it was well worth it to finally have internet again. This was my experience at least. Good luck!

reply to JuicySausage
JuicySausage can you send me by pm your user name, email on account or name on account so i can look it up and see what is happening with the account please?

Yeah im in activation limbo right now since oct 26th. Been 5 business days so far and still counting.

@lynn, I've sent the email i used to register when i ordered my internet.

i've pretty much called acanac every single day so far and they keep telling me the activation is pending and "elevated" whatever they mean by that. They tell me the activation date is pending and have no idea when it will be approved, in which the actual activation date should be another 7-10 business after the date determination. This is ridiculous.

They said "you were SUPPOSED to update rogers on the new information of my modem" or something and that was the cause for the hiccup. Funny, i was never informed of that. When i called to order internet, they told me to do it online from their website and that there would be a specific slot to indicate when my previous isp termination date is, so that they can match that date, which i indicated oct 26. After that, i only got 3 emails

1st: email saying thanks for choosing acanac
2nd: is my invoice
3rd: telling me my modem has been shipping via fedex.

None of these emails or any phone calls told me to update my modem info with rogers. Besides, acanac is supposed to be doing this stuff for me, not me. I paid the money, the service and everything else required to start and run the service should be performed by the company.

Basically im a fish on land right now and the company is telling me to wait, wait, and wait. They dont even have a date for me yet, they simply say "I don't know, you are jus going to have to wait. Don't worry though, once we get the date we will email that date to you!" (yeah, literally). Every time i called i get the same thing. Haven't even tried acanac's cable service yet and im already starting to regret it.

"-when i try to load up a webpage on a browser, it takes me to some rogers page telling me to call customer service"

What that means no matter what rogers tells you is that they have not released your modem from their service yet. I checked last night and no changes yet but will check later on today for you.

i called rogers tech support to check whether my connection has been officially terminated, and he said yes, the modem is no longer binded to my account

edit: this may be due to cache or cookies being uncleared, i was directed to the same thing when attempting to access google.ca from my school network

2011-10-27 15:51:24(*********): Cx. inquiring about act date. adv cus,t act date is still pending. Activation is escalated. Cust was adv by ROGERS that to disconnect with them he has to send back old modem with them. adv cust to verify with rogers and let us know in case we need to change act date to fit rogers disconnect date.

It has been 5 business days since then and apparently by what I am reading in the above note you had NOT fully cancelled with rogers then.
We are waiting on the date for activation.( Please note that it takes the carrierwho is ROGERS 8 business days to confirm date so updates will NOT be provided till then)

I am aware of the fact that my service was not fully cancelled when i received acanac's modem. But that is because i did not yet return the rogers modem, which rogers never told me the service will still continue to be effective until i return the modem. Rogers said the termination date of my service is oct. 26. Any human being thats not retarded and understands basic english would assume the service will end on that date with no relation to modem return. Rogers should have said the service ends upon modem return and not oct 26.

Acanac's website asked for my termination date when i registered, which i obviously put oct. 26 as given by rogers and acanac made it so that the modem would arrive on the 27th. I dont know about you, but returning the modem 1-2 days after the termination date doesn't seem something out of the ordinary. So what does that mean, a couple hour window to return the modem and if failed to do so i end up being denied of service for god knows how long? Theres clearly a flaw here.

It seems to me acanac had no idea that roger's policy requires rogers customers must return their modem before service is entirely cancelled (albeit a weird policy), but this is something acanac should have known since they rely so much on roger's end. I doubt im the only person switching from rogers to acanac so acanac should have given more information for a smooth transition.

Im just ranting about acanac's incompetence, but seriously, acanac needs to warn/precaution customers about fully ending their service before receiving the new modem. Im sure there are many other rogers to acanac customers have met the same fate because who on earth could have guessed that termination with your previous isp MUST be terminated before receiving the new. With consequences so severe, necessary precautions must be given to your "to-be" customers. Nothing personal lynn, im just angry at the company, not you.

I understand. Your right, Rogers should have told you the service would end when you return the modem. With us the service is cancelled when your email is sent to billing and they process it. not when we get back the modem. This is something maybe Acanac does not know(not sure because it is in billing) on how rogers does there cancellations and so when you put down the date for the end of your service we took that as a good date to go. Sorry this has been such a mix up for you but hopefully it will be straightened out quickly.

lynn can u help me check my status again? its been 8 business days and still counting

I think the best solution now is to order 1 month of acanac dsl internet and have it running 7 business days from now. And if my cable activates before a month have acanac start charging for my cable the day my dsl ends. Since both services will be from the same company im sure they wont screw it up this time. Can acanac do at least "this" for me?

edit: i used to be from acanac dsl so i already have the modem and everything required to get it running, only need to wait the 7 days for teh bell activation

you can do that. Call and tell them you want the dsl service for 1 month.

I just called yesterday and finally resolved the problem. it turns out it was completely at the fault of acanac.

First modem sent was defective, but they managed to recall it before it was dispatched. Then they send me another modem, one thats working which is the one i have now. But only the serial number of the first defective modem was sent to rogers. The person who sent the 2nd proper router did not update the serial with rogers. This is why acanac staff sometimes tell me my router is invalid, and other times they say they are waiting on rogers' activation. So rogers ended up continuously rejecting my new modem because the new credentials did not match the first modem that rogers was looking for. Rogers keeps rejecting and Acanac keeps resending the request in an infinite loop since their systems are automatic.

Pure bullshit, this problem could have been resolved much earlier if acanac staff bothered to pay closer attention. They keep telling me to wait and wait and wait and that nothing can be done about it.

Too bad for me though, since acanac has a policy stating that for whatever reason or circumstance that acanac is found at fault, they are under no obligation to compensate for their mistakes. So other than updating my activation date so that i dont get charged for my days offline, i wont get any sort of compensation. A very wise policy indeed, im sure it proved very useful particularly for acanac.

What you just wrote above you really should send to feedback@acanac.com as the owners read this. I am sure if they knew the problems you went through they would compensate you in some way other than fixing the start up date. I know for a fact my boss Paul(who is one of the owners) is a very kind man and understands the frustrations. Just give him a chance.

alright

reply to JuicySausage
Sent my complaints a while ago to the email you provided, i sent it to cable support as well. As usual, whenever i complain/demand for compensation or anything against the company's interest i never get a reply. Thanks for the suggestion tho.

Did they send you back a ticket # that i can check for you?