| Acanac, we need to talk.... I loved you guys two years ago when I signed up for DSL service. No issues for a full year! When I moved, I decided to upgrade to Cable 15 Mbps, which was awesome at first. Install date was spot on, no issues (except Rogers never fully checked the cable signal, which causes some heartache, but I've learned to live with it). But I've just had my first experience with your world-renowned bad service.
First off, you email support is just terrible, absolutely terrible. I have never seen such terrible support from any company in my life. I had an older ticket complaining about slow Internet speeds after the 24 Mbps upgrade. Twice in the same ticket it took a MONTH to reply. I work in the service industry as well and if I did any of the stuff you guys did, I would have been fired.
Second, after the above ticket was resolved and I needed a new modem (DOCSIS 3), it took another month to reply saying the new modem process has started (couple weeks ago). This was on the same day I had to call in wondering what the f was going on. Then it only gets terrible from there. When I called in, the gentleman didn't update my information properly so a week went by with no emails. Called back in again and got that sorted out. I thought everything would be fine and dandy from there. Nope, Internet goes down on Friday. I thought it was just another issue with the signal, so I just left it be for the night. Wake up and see that the modem is fully connected, but my router is getting a 10.*.*.* IP. I finally decided to call in on Sunday, but I find out you guys have no phone tech support on weekends. What kind of ISP does not have phone support on weekends? Email support with you guys is completely pointless as it takes days for you to get back to anyone, but I decided to send an email. 24 hours go by and I get a reply just stating my new modem information, no context or nothing to go with it. I finally called in last night where I was told that my old, current still-in-use modem was un-provisioned and the new one provisioned. I asked him if that makes any sense, to stop service to your client without informing them, and he said "You would have had to wait anyway sooo....". What kind of excuse was that?! I wouldn't be as peeved off as I am now if someone would have told me I was going to lose service for a couple of days. I was told the new modem would be here today, so if it is not, I am going to expect a full refund of the modem or I will cancel my service tonight. This is just very shoddy support for a company of this nature. Roger and Bell will at least pretend to care, you guys just don't seem to give s***.
I still love the service you provide (24 down with no caps is pretty sweet), but if you guys can't overhaul your support team and start providing decent support, I will not feel bad switching to someone else.
For reference, the tickets were JTO-81700 and GLF-17127. |
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 LynnPremium
join:2011-08-11
Trenton, ON
kudos:5
 ·Cogeco Cable
| Sorry you are having these problems. Would you please send this to feedback@acanac.com as that is where the owners read these posts? Without the owners knowing there is problems they can't fix them.
I understand your frustration but unfortunately I can not do much from here where I am not in the technical support team. |
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| Thanks Lynn, I will send what I posted to the feedback email. I just needed to vent off my frustrations on a forum where I will get a response. I love what you guys do and what you stand for, but the support team needs a real good kick in the pants if you ever want to grow as a company. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
·Cogeco Cable
1 edit | I hope it gets straightened out for you and wish I could do more for you but I have no access at all to the cable files. I can look on your account though if you want me to to see if there is any notes there.
UPDATE:
I checked both tickets and found your modem was delivered today. Hopefully once you get that hooked up this problem will be solved. To solve the problem of paying for downtime please send email to billing@acanac.com with dates of down time and they will be happy to work with you. |
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| reply to drgonz
@drgonz, i know how you feel bro, going onto my 3rd week without internet and acanac still hasn't given me a fedex # and i'm still at step 1 of the shipping process for 3 weeks now.
they should probably be honest to customers and say "expect your modem within 3 days to 1 month" instead of saying 3-4 days. |
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| @PKing22, What has worked for me was to just keep calling the sales department. It takes a few calls, but each call puts the process through a step at a time. It's a tough road, but if you keep annoying them enough, you get want you want. It's sad but true... |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 | drgonz you have your modem now don't you? Just checking because when i checked fedex it said it was delivered. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:5 Reviews:
·Cogeco Cable
| reply to PKing22
PKing22 not sure what the hold up was as I am not in shipping, but I checked for you this morning(checked my emails as I asked shipping what was going on with your modem) and your modem was shipped out yesterday. You should have that by today since it comes out through Fedex, |
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