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Acanac DSL problem

Mike I sent you a pm.

reply to mike56
Mike, what area are you in?
I'm in the Victoria Square area (Woodbine/Elgin Mills) and had the same symptoms back in September as well, thought I put in some info in this thread as well. Hope you don't mind.

I've been trying to get my refund back so I can switch to something else, but they are refusing. I've been trying to find some legal advice as to their breach of contract and not giving customers refund back. Do you know anyone that may be able to help us get our money back?

Going back to your problem, I've gone to the extent of running a telephone cord directly from the dmarc point into the modem to prove that it is not my wiring. I've used the same telephone cord, modem, laptop to test at a friend's place and got up to 5086 speeds proving it is not customer end.

From my understanding from a Teksavvy user in my area, Teksavvy got Bell to come out and switched them over to another DSLAM which solved the problem. Acanac is unable to do the same thing and I called Bell today, they refused to talk to me because I'm not a paying customer to them. As a paying customer to Acanac, they fail to resolve customer's problems.... please let me know if you can get a resolution and I will too.

I've been trying to get my refund back so I can switch to something else, but they are refusing. I've been trying to find some legal advice as to their breach of contract and not giving customers refund back. Do you know anyone that may be able to help us get our money back?

**If your going to comment here how about the truth? You have been sending in MULTIPLE tickets to have your service fixed not canceled. Thrusday night you asked Fergless to open yet ANOTHER ticket for you. You want it canceled I am sure they will be happy to refund your money to you. Send an email to billing@acanac.com for the cancellation. We have NEVER refused you or anyone else a refund so please state the facts instead of fiction.

Oh and Mike do not let others scare you off. We will work with you. We do have alot of honest customers with legit problems and we do our best to help. Only thing we ask is that you don't send in multiple tickets and I will explain why. Tickets are answered in order they come in. When you keep sending in multiple tickets yours goes to bottom of pile and they answer one on top. Sso that is why the wait and why the complaints of not doing anything for them. In Edwards case we explained this to him multiple times and he did not listen. So results are he is still waiting.

As a paying customer to Acanac, they fail to resolve customer's problems.... please let me know if you can get a resolution and I will too.

** As above stop sending in multiple tickets and let them solve it.

Funny how people can come on here and state how they think it is but never tell all the things they have done wrong while we try to chase multiple tickets to solve a problem. We told you over and over again to answer SAME ticket. Edward you thought it was your wiring. Agreed to CPE charges if it WAS your own as we are responsible from pole to demark point ONLY.

reply to mike56
I'm creating multiple tickets because one to try and get my services cancelled and get the unused portions back. Two, try to get my service fixed. Your departments are separated, hence two emails as stated above. Your accounting department said they could cancel my service but will not give me money back. If it was customer's fault wanting to leave on their own while Acanac is not at fault, I would understand, but this is something Acanac fails to deliver. Please note, I pay Acanac for service, not Bell. If my service is not working as it should that is Acanac's fault in my eyes, no one else. Your support department still believes it is my fault when it is tested from the dmarc point. This Bell ticket you refer to, still no answers and no appointments for a Bell tech to come onsite to switch me to another DSLAM.

If you're saying I can get my refund back, "pass on this information to accounting to refund my money" Billing keeps telling me they will give me my money, but where's my money on my credit card?

Oh and Mike, please listen to forum users like myself who are trying to fill you in in what's happening because like yourself, we're in the mess Acanac put us in together.

I am surely hoping when you say you have a lot of honest customers with legit problems you are referring to me because I have proven to your support department that it is not my hardware and if your support department come see for themselves, you'll know too.

For the record Lynn, I wasn't talk to you in this thread, I was sharing my experience so far with Acanac's service (or lack there of) with Mike and to find out if he lives in my area, and to see if and how he gets it fixed.

Mike sent you a pm here with information that I have found out for you.

reply to mike56
hi everybody wow i am confused! i was going to switch to acanac
but i see that for the most part service mbps isn`t any better than bell not many people can do much on the internet with speeds like 1.39 mbps -not sure what to do now

reply to unknowing
Hi, do not trust acanac representatives, you'll get only 20% of mbs they promice.

You can only get whatever the line will provide "unknowing", pay no attention to mike56, Lynn and myself take our jobs very seriously and have helped many people solve their problems.
The President of the company even comes on here to help at times.
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Fergless - Acanac Inc.

Fergless, what do you mean by saying “pay no attention to mike56”?. "unknowing", pay no attention to Fergless. I am getting now only 1.7 of 5mbs and acanac representatives like Fergless said that they can’t help, I am not lying. Fergless saying that they helping peoples - no they not, they need more new customers because acanac can’t resolve their current customers problems and they leaving acanac. Fergless, could you send me your President email, I have something to tell him.
"unknowing", just read what other people saying about acanac in this forum, then you never sign with acanac.

quote:

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Hi, do not trust acanac representatives, you'll get only 20% of mbs they promice.

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Mike you said :no they not, they need more new customers because acanac can’t resolve their current customers problems and they leaving acanac."

That is not a fair statement at all. You have a trouble ticket in and you have a ticket in to sales. I went and read them this morning and replied to you. They are working with you to try and fix this and I am doing what I can do by watching for updates and keeping you informed. In no way are your problems being ignored and you know it. Rome was not built in a day and sometimes it takes more than a few days to work out problems that have been going on for a bit.
We are trying to help you.

What is not fair in my statement?, I file repair request on September 16 and still have basically no internet, so how acanac helping me?
I pay you $460 in June and what I got - nothing - you think it is fair?
Now explain when exactly my internet problem will be resolved or when I can get my money back?

Mike I just sent you a pm here.

Lynn, stop saying that i have internet problem because i am 5km away from central office, you know it is not truth. I call to other ISP and they tested my line and said that they can provide me 25mbs. I am having DSL internet for over 10 years from same address and never have so low internet speed for so long time. I want you to understand that I'll not pay you more money until you resolve my internet problem ether way:
1. fixing DSL low internet speed problem.
2. provide cable internet with no extra charge until June 2012.
3. full refund for unused 9 month.
After 3 days delay got feedback from your billing department - they refused to provide full refund for unused 9 month,
Do you think it is fair?
You said that you are here to help acanac customers, so help me. You have 3 options above to help.

I have tried to help by passing on the information. There is nothing more as forum rep I can do.

1. fixing DSL low internet speed problem.- that is support that does that not forum reps
2. provide cable internet with no extra charge until June 2012.-billing is only one that can issue credits or refunds
3. full refund for unused 9 month.-billing again