| Want to join ACANAC!? Read my message first!!! Here is what I Have!
Money: My total expenses 538$CAD or 44.85 per month, payable in one shot.
Speed: Day time 2.80-3.50 Evening-Night 0-0.98 fluctuates every minute.
Equipped: Cheapest and unreliable modem CAMATEL NetVito 5300.
There is no technical support in case if I want to buy my own.
Service: After 6 pm minimum 40 min of waiting, plus system cancels my calls if waiting time more than 1 hour (very often).
Attitude: 1 representatives can ask you to wait and hang up the phone after,
2 I have to pay shipping expenses to deliver new modem (fourth one!!!)
3 I must wait for 2 weeks to get replacement modem.
This is my reality!!! |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
 ·Cogeco Cable
| ACANAC Inc. 1)If you are having speed issue than you need to work with support to have them fixed, a ticket sent in or a technician sent out to see if it is our lines (which we are only responsible form the demark to the outside of your house)
2)If you do not buy our modem and choose to use your own then no we will not support it. There is too many modems on the market to support one that someone chooses not to buy from us.
3) it is only 4-7 business days to ship you out a modem
If a rep has hung up on you then as I have posted many times on this board, you need to mark down the reps name(which you should always ask for), the number you called from and the time and date of your call. There is no excuse for hanging up on a customer and if the supervisors and owners do not know this is happening they can not fix the problem. If they do not have the reps name and date and time of call they can't do anything either. |
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| reply to victor
Re: Want to join ACANAC!? Read my message first!!! Lynn, my question is: If you can't even talk to a supervisor or manager (as requested over the phone to the "tech support"), what faith do people have in getting the message across with all the information collected of the rep/call times/numbers etc. to who?????? The reps themselves? If supervisors or managers are not roaming the calls centers (as stated by the "tech support" I talked to), then who else are you suppose to report to? We can't even reach billing directly.. The only people are sales and tech support... |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
·Cogeco Cable
| Shockwave if you are having a problem that is not being solved for you or one of the reps is rude at any time you really need to send a message to feedback@acanac.com. I can guarantee you that these are read by supervisors and the owners and the problems whatever they are will be corrected.
I understand what your saying and this why sending things like this to feedback is so important as the owners need to know how the customers feel. That is the place that they find out. |
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| reply to victor
Hey Victor, I feel for you buddy. But let me tell you i just got Acanac like a few weeks ago. Let me tell you they ROCK. The speeds i am getting is close to 6MBPS. Your problem is most surely not their fault man. Trust me i have been around, even with the fastest 60MBPS with Videotron. Do not slam dunk Acanac cause for the price they are the best, even if i pay first. Look if you are not happy go with Videotron for the TGV60 like i had, limited bandwidth and bills clode to $150.00 per month cause i always went over. If not relax man, computers are not easy to refine on a network. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 | Teo thank you and glad the service is working well for you. |
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dbenoy
join:2012-01-27
Kitchener, ON
1 edit | reply to victor
Acanac has no direct control over the actual delivery of the bandwidth. They pay a third party company to supply the actual physical DSL or cable connection.
This isn't their choice, it's the law. Only one cable and one phone provider can exist in a given territory.
The proposed compromise that caused this situation to exist is that the government says to big business 'We will give you protection from your competitors in a given region, and in exchange we will have the right to control your prices and regulate your service.' This is a very favorable arrangement for both the carrier and for the government.
However, one of the regulations that have been imposed on the carriers is that they are forced to supply 'hooks' into their networks to third parties. Essentially, to allow third parties to resell their service to customers, and deliver the data to the internet backbones themselves.
Acanac is one such customer.
Naturally, the carriers aren't happy with this regulation, so it seems they're trying to toss their competitors under the bus by giving them substandard service. The third party providers can't do anything about this except take it, because by law there is no way for them to lay their own lines and compete one-on-one.
Acanac, however, still sucks. There are things which they ARE responsible for, such as customer service, responsive delivery of modems, supplying everything they advertise, keeping the pressure on the carriers, etc. These are their only job, and it's a job at which they colossally fail.
Acanac's tech support is not open on weekends.
Acanac's tech support is hit and miss. When it's hit they will do the bare minimum, and when it's miss they will fail to understand their own procedures as well as basic technical information. They also have a tendency to be dismissive and to ask you to wait in the hopes that things will iron themselves out.
E-mails have a response time measured in WEEKS.
According to DSL reports, They have a habit of making billing mistakes, and you can't call Acanac's billing department directly.
My friend had his service shut off and a new modem sent out because he ordered a DOCSIS 2 modem, and Acanac/Rogers wanted him to be on DOCSIS 3.
They seem to have nobody who works to understand the issues caused by the carriers, and to aggressively pursue solutions. It seems that when a carrier ticket comes back, it is unchallenged, and it is read by someone without an understanding of the technological underpinnings of the service, resulting in the ticket simply being parroted back to the customer unthinkingly.
In every possible conceivable way that Acanac is able to fail, it does. In fact, the terrible service provided by the carriers is a blessing. THANK GOD they don't actually control the last mile, or they would fuck it up just like the fuck up the rest of everything they do. |
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 FerglessPremium
join:2008-04-19
Toronto, ON
2 edits | quote:
Acanac, however, still sucks. There are things which they ARE responsible for, such as customer service, responsive delivery of modems, supplying everything they advertise, keeping the pressure on the carriers, etc.
You're not serious are you?
quote:
THANK GOD they don't actually control the last mile, or they would fuck it up just like the fuck up the rest of everything they do.
All in the same sentence............ |
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| reply to Teo Myster
This post is most bulls**t i ever seen.Acanac stop try raise your reputation.You suck. Tell me why each DAY from 5pm till 1 AM my modem always rebooting for like 3 weeks.The same time,each day... |
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| reply to Teo Myster
*They are the best!!* I'm ready to switch to any company to get my internet back! but I cannot!! I'm stuck with Acanac for many months. And your *BEST* company never let me go till the end of contract.
By the way *BEST* has not sent my modem yet!!! 8 days left!!! |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
·Cogeco Cable
| reply to Saq900
said by Saq900 :This post is most bulls**t i ever seen.Acanac stop try raise your reputation.You suck. Tell me why each DAY from 5pm till 1 AM my modem always rebooting for like 3 weeks.The same time,each day...
Have you bothered to talk to our tec support to see what the problem is or did you just come here posting first? |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
·Cogeco Cable
| reply to victor
said by victor :*They are the best!!* I'm ready to switch to any company to get my internet back! but I cannot!! I'm stuck with Acanac for many months. And your *BEST* company never let me go till the end of contract.
By the way *BEST* has not sent my modem yet!!! 8 days left!!!
If you pm me with your user name on your account or email you used when you signed up with us then I will check the modem shipment for you. |
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| reply to Lynn
I am calling them 4 times par week.Because each day from 5pm till 1 am my modem starting rebooting.1-st they said its problem in my house,i changed all the cables in house (430$).,nothing changed.2-they said its my modem,after 2 weeks i got new ACANAC modem,nothing changed.THANK YOU VERY MUCH ACANAC. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7
1 edit | If nothing has changed I would suggest calling the support team again and letting them know what you have done so far. |
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| reply to Lynn
I've got my modem, so!! I do not have internet! Are your tech support specialists qualified enough!? They are not able to detect real problem. I lost 10 days without internet! And again, I have to call them and ask for assistance! But the question is, can I get it!? |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
·Cogeco Cable
| said by victor :I've got my modem, so!! I do not have internet! Are your tech support specialists qualified enough!? They are not able to detect real problem. I lost 10 days without internet! And again, I have to call them and ask for assistance! But the question is, can I get it!?
That is what the tecs are there for  |
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| reply to victor
@victor: they are not qualified... i'm sorry to tell you...  i hope you'll be able to fix your problem... |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 | reply to shockwave007
Re: Want to join ACANAC!? Read my message first!!! Sockwave you do not know that the tecs are not qualified. We worked with you and told you what to do but you thought you knew better than the tecs. |
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