Company Forums » Companies beginning with A » Acanac > Not even getting close to 24Mbps...

Not even getting close to 24Mbps...

Have you talked to tec support? I will need some information be be able to pull your account up to look at it. Can you pm me with your user name or email on your account? I don't have any access to cable files but will look at your account to see if there is any notes on there from a tec.
You can try the SSH tunnel. It is free and all you need to do is email support@acanac.com and ask for it and they will help you.

I've tried calling support, however the lines was soooooo soooo bad! There were so much lag and jitter that I couldn't make out what the voice recording machine was saying.. Are you guys running VoIP? Because either you guys have a very slow connection or something is not configured properly...

Anyways, I'll PM you my account username...

Why would I need to SSH into anything to Acanac? I'm sorry, I might be mis-understanding you here... Please clarify...

SSH Just hides your IP address from Bell for example. They can't traffic shape you if they can't see you Sent your information on to support but very little unfortunately I can do with cable accounts here as I have no access to their files.

reply to shockwave007
Do Acanac traffic shape us now on their cable lines? Or I should ask, does Rogers traffic shape us? If we build a tunnel to Acanac, would it achieve the same effect as it would with Bell?

What SSH client would we need to use?

reply to shockwave007
I tried the SSH... Doesn't make a difference.. Still the same speed.. That's only torrent traffic that the DSL/Cable companies throttled... Regular web traffic should not be throttled..

If I'm not even getting close to the advertised 24Mbps that I'm paying for, may I downgrade to the 12Mbps package and receive a refund in the difference? Is that possible?

I called the so called "tech support" person yesterday and he had no clue what he was doing.. He said for him to do a speed test on his end, he would have to escalate it to level 2... Really? You can't do a speed test remotely on your end? After a few minutes of me asking questions, he soon hung up on me...

May you please comment on this, Lynn?

Hi Lynn,

I have a strong feeling that my profile is not set correctly to 24Mbps but rather, set to the 12Mbps profile instead.

The reason is because when I download through newsgroup servers, I get a solid 1.5MB/sec.. It doesn't drop. It's solid at that rate... That equates to 12Mbps, which strikes me to think that my speed profile is set incorrectly... How do I get this checked out and verify that I have the correct profile loaded to my cable modem? Because the tech support couldn't help me last time...

reply to shockwave007
I just went to your account and looked and see you were talking to Thomas on Friday. He put in notes that he lost the call. if you think your profile is set lower, which you could be right I would definitely either being calling back again and asking them to escalate this to level two support or send an email directly to support@acanac.com. Unfortunately I do not have access to their files so I can't see anything but what is wrote on the ticket on your account.

Hi Lynn,

Every time when I call into support, it seems like I always get someone that is hired off the streets... Not to insult anyone or anything, but every question I ask always comes back with a response "I cannot answer that, only the level 2 support can." Then is there a way I may talk to level 2 support directly? I ask a simple question for them to confirm whether or not my cable modem config file is set correctly with my 24Mbps caps - and the "tech support" goes through the full 9 yards of "restart your cable modem" blah blah blah... It's very frustrating...

Would you be kind enough to check on my ticket "WOZ55651" if it has stated to verify the correct speed profile set for the cable modem config?

Thank you.

I just checked your ticket and it has been sent up to second level tec so hopefully they will be taking care of this very soon.

reply to shockwave007
Thanks Lynn,

But can you please verify that in the ticket, that my question is being asked and verified? All I would like is some verification to my simple question... That's all..

The tech support was very hesitant to put that in, so I'm not sure if she even bothered to...

I would like to know if the correct speed profile (24Mbps and NOT 12Mbps caps) is loaded into the modem? Please verify by looking at the config file executed into the cable modem.

Hope you can help. Thanks.

I have no access to the config file of the modem. Only support does. The ticket has been sent to second level.

reply to shockwave007
Hello Lynn,

Any updates to my ticket? Because it's been 48 hours already and I haven't gotten a response yet...

Thanks.

Called support.. waited for 1 hour 15 mins and 47 seconds before a "tech support" answered... Asked him for an update as it has been passed 48 hours - no update...

I just want a simple answer/confirmation.. I don't know why it would even take this long for it. It's really not a complicated question, Acanac..

Just checked your ticket and see no response yet. They should be looking into that today.

reply to shockwave007
I got an email from one of the "tech support" and he asked me the full 9 yards of questions. . . AGAIN.. I'm pretty sure my troubleshooting on my side have already suggested the issue lies with the incorrect profile. I have asked several times for them to just quickly confirm by looking at the cable modem configs. It's not a hard question! But yet, they keep avoiding my question and wasting time. Unbelievable...

I really would suggest calling the support line and telling him what you just said here so they can look into that for you.

Do you know how many times I have already tried that and yet they still won't listen? They keep avoiding my simple question. And every time it takes me over 1 hour to get connected to a tech support. I mean, if you don't understand my question, that's fine. I don't expect your to know everything, but please put me on with a person that does understand what I'm asking for so we can actually get this issue resolved instead of going through the scripted troubleshooting procedure that they are reading - "power cycle your cable modem . . . blah blah blah..." restarting your cable modem does not fix your speeds!

I've asked to speak with a manager and was told they do not roam around and therefore I cannot speak to one... I've asked if I can speak with a more technical person and was also denied.

Any way you can request a more technical person to speak with me, Lynn? I guess you have more power than me, and I'm the customer...