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myapplewood

join:2010-08-20
Kitchener, ON

Acanac Cable Internet Down Since 22-02-2012

I have no Internet connection from 22nd February, 2012. All lights on modem are on. My PC gets IP from cable modem and then drops connection after a few seconds. I have shut down the modem several times but to no avail. Also tried to factory reset the modem (SB5101N bought from Acanac directly) numerous times, still the problem is not resolved. I opened a ticket from Acanac website on Thursday (23rd) but no body has responded to my complaint. I use voip phone and that makes the problem even worse for me. I called Acanac on Friday, the tech asked me to perform some basic configuration checks from my PC but could not understand the problem. She said someone will contact me within next 24 hours but no body contacted me even after 60 hours. I am really frustrated.
Here is some of the log info:
1970-01-01
00:00:18
3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01
00:00:07
6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01
00:00:17
3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01
00:00:07
6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01
00:00:18
3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01
00:00:11
3-Critical R002.0 No Ranging Response received - T3 time-out (US 4)
1970-01-01
00:00:07
6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01
00:00:21
3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01
00:00:12
3-Critical R002.0 No Ranging Response received - T3 time-out (US 4)
I am in Kitchener. Anybody faced similar issue and how did you resolve it? Thanks,

shockwave007

join:2005-09-29
G6H4F3
This is exactly why people are sooo angry at the service - because I've been hearing people say that "someone will contact you in the next XX hours" and no one actually does...

Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
reply to myapplewood
"I opened a ticket from Acanac website on Thursday (23rd) but no body has responded to my complaint."

It takes 24-48 business hours for them to respond and if you just sent it in Thursday then Friday makes 24 hours and they were off for the weekend. Tec support is open this morning so I would give them a call.

myapplewood

join:2010-08-20
Kitchener, ON
I called Acanac on Friday, the tech asked me to perform some basic configuration checks from my PC but could not understand the problem. She said someone will contact me within next 24 hours.
Why would she tell me next 24 hours then

Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
24-48 Business hours. That does not include weekends where we are closed weekends. Ticket was made out on Thursday. If you would like to pm me with the ticket number and email on your account you used when signing up I will look at the ticket to see if any progress has been made yet.

myapplewood

join:2010-08-20
Kitchener, ON
I have already sent you the pm. Thanks for your help.

myapplewood

join:2010-08-20
Kitchener, ON
No response yet. Its seems another day will be passed without Internet. 5 Days without service and still counting..

Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
I would definitely be calling tec support back to find out what is being done to get you back online.

myapplewood

join:2010-08-20
Kitchener, ON
6 Days without Internet and still counting ....................
Thanks for your help anyway. I guess it is company culture and you cant do much about it.

Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
said by myapplewood:

6 Days without Internet and still counting ....................
Thanks for your help anyway. I guess it is company culture and you cant do much about it.

Give tec support a call because this is going on too long. You can also send an email once you do get connected to billing@acanac.com for credit for your downtime.

myapplewood

join:2010-08-20
Kitchener, ON

1 edit
Re: Acanac Cable Internet Down Since 22-02-2012
Here are the responses after trying to contact on phone from last night. Most of the time the wait times are more than an hour and the calls are being dropped. I was able to talk to the rep at last around 1:40 pm today. He said he cannot do anything since another tech is working on it.

Posted on 28 Feb 2012 01:40 PM
Customer unavailable at the moment:226-600-xxxx

Posted on 28 Feb 2012 01:49 PM
> Customer unavailable at the moment:226-600-xxxx

*** cx seems to have been on hold to our support voice line, when glenna tried to contact him, as cx just got an email to that effect -- cx asking for update on issue -- explained can take up to 8 biz days for cable ticket to get addressed ***

Posted on 28 Feb 2012 01:55 PM
I was on the phone with Acanac thats why I was not available on the phone. The rep said only you can update me about the issue and he tried to look for you and told me you are not in. Will you please call me back now on my cell phone: 226-600-xxxx.

(Phone removed-tmpchaos)

myapplewood

join:2010-08-20
Kitchener, ON
reply to myapplewood
7 days without Internet ...................
Can not express my frustration in words or they will be censored.

Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
said by myapplewood:

7 days without Internet ...................
Can not express my frustration in words or they will be censored.

I completely understand and emailed, then paged them in cable department and Glenna said she has escalated the problem and is waiting for the carrier to update it now.

myapplewood

join:2010-08-20
Kitchener, ON
Yeah, I got the same response when I called in.

myapplewood

join:2010-08-20
Kitchener, ON
8 days without Internet and still counting...................
What a service quality by Acanac!!!!!!!!!

Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
Keeping my eye on this for you.

myapplewood

join:2010-08-20
Kitchener, ON
Thanks for your help. I am online now.

Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
Great to hear. Thank you for letting me know