Company Forums » Companies beginning with A » Acanac > Acanac does not care. 9th day and modem still processing?

Re: Acanac does not care. 9th day and modem still processing?

Glad to hear it is finally working for you. Did they give you any explanation why the Bell tec took your line off?

reply to aargon47
Fun fact, I got that same 'Your modem must be broken' line too, and I actually have some technical skills and cable modem infrastructure engineering experience and it wasn't true. My modem was fine and the problem was with provisioning. (Edit: To be fair it may not be a provisioning problem per se. But it was definitely something funky with the CMTS, DHCP, or something else on the provider side, in short: not my modem)

When a modem doesn't go online, there's two possibilities. #1 The modem isn't getting signal for whatever reason, may be broken, may be a line issue. #2 The modem isn't receiving its configuration from the network (i.e. 'They activated it wrong')

Acanac techs don't even bother to check for the possibility of #2, even though it's a simple process they can guide you through on the phone.

This is especially fucked up considering how easy it is to introduce a provisioning error into a cable activation. A tech makes a slip in a 12 digit hexadecimal code, and your modem doesn't get online. That happens all the time, but Acanac seems to have no procedure for dealing with this common occurrence except to accuse the user of supplying a broken modem

What needs to be done in this case is a ticket sent in for provisioning. Rogers are our installers for cable internet and like you said if they entered the numbers wrong this is what happens.

Yes. The customer provides the MAC to Acanac (typo possibility here), Acanac provides it to Rogers (typo possibility here), rogers delivers it to their provisioning system however that's done (1 or more typo possibilities here)

#1) The carrier is not always the cause. Acanac can screw this up, so they can't just pass the buck and blame Rogers out of hand.
#2) Even if they were, Acanac is still on the hook. Lighting a fire under the carrier's ass is Acanac's most important job.
#3) For god's sake at least try to determine if it's a provisioning problem or a line issue before you submit the ticket to Rogers.

To me, it seems like they're dispassionately submitting the same trouble tickets over and over and tossing their hands up whenever they hit a roadblock. They should take a lesson from their customers on how to be doggedly persistent, because for every call the customer tries to sneak through unconventional channels to get their problem resolved, Acanac should be making TWO calls through unconventional channels to get their customers problems resolved. For every time they dread getting a call from an angry customer, they should be making Rogers doubly dread getting the call from them.

That's not to say that I don't understand the sheer monstrous frustration these carriers are capable of subjecting you to. I worked for an ISP and I had to deal with Nexxia all the time and it was one of the most stressful experiences of my life. That's why I'm so anxious to switch away from them, really, and I'm sure the people on this forum can sympathize with that, but Acanac has an obligation to fight as passionately as they can for their customers, and that is absolutely not what I'm sensing from them.

"That's not to say that I don't understand the sheer monstrous frustration these carriers are capable of subjecting you to. "

It can be at times as all we want is to provide the service to the customers and not have any hold ups.

reply to aargon47
My internet lives, and I'm getting the speeds that were advertised.

I'll be requesting a credit today. I'll let y'all know how that goes.

I'll also be requesting my OpenVPN and free VoIP. I'll let y'all know how that goes too.

Glad to hear it is working well. Just email support@acanac.com for your open VPN and for the free softphone you can place your Home Phone order free of charge ONCE your internet service has been activated. You have 30 days to place this order for the free phone. If not placed in 30 days the phone would not be free. After you place your order and it is processed they will send you all the information you need to set it up. Simply put your user name within the comments section of the order page and you will not be charged for the term of your DSL or Cable order. . If you cancel your DSL or Cable service before the end of the term your phone service will also be canceled. You can pay for the service if you like in such cases.

You can place your order at
»www.acanac.com/cgi-bin/acanac.cg···one.html

The soft phone is a phone that you use over your internet connection. There are two ways of doing it. One is to download the free software that we would send you and use it with a headphone and mic over your computer. The other way is to buy an ATA(analog telephone adapter). An ATA is a VOIP phone adapter that allows you to connect normal household phones to it. Without an ATA all your phone calls would be routed through computer software and answered through your PC. ATA's usually cost about $70 depending on the model and where you purchase them. If you would like to use a regular phone I have attached a link where you are able to purchase a ATA adapter for VOIP.

»www.frontierpc.com/networking/vo···311.html
Hope that helps.