dslreports logo
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
381
share rss forum feed

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

Acanac inc

I am so sorry to hear your going through this. Yes, you should have been told on the phone that you would need to return at least one of the two modems you had before we could send out the replacement one. Have they done trouble shooting steps with you or had a second level tec look at this issue for you? sometimes if they can not fix the problem they will fill out a ticket for the tec to come out and see what the problem is.

jdrail

join:2012-06-16
Toronto, ON
Sorry we have to communicate this way but your company is virtually impossible to reach by telephone.

Everything has been tested. Computers, splitter, router and the signal are all fine.

AND it was your rep who told us to wait until we got the new modem before we returned anything.

AND THAT WAS AFTER I ASKED.

You have some serious communication problems in there.

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

1 edit
Sent you a pm and I sincerely apologize for you not being given the correct information on the phone when you called.

jdrail

join:2012-06-16
Toronto, ON
My complaint is not that I wasn't given the information (which I should have been).

Rather I was given COMPLETELY WRONG information and no one had the courtesy to call back and send an email to try and rectify it.

And this was after we had been complaining for several weeks about ongoing service disruptions.

I'm not going to carry on about it any further. You'll get one of your modems back tomorrow. I don't expect this will change anything.

jdrail

join:2012-06-16
Toronto, ON
I stand by my original comments.

STAY AWAY FROM THEIR CABLE SERVICE.

After going through yet another modem change, I have been disconnected four times in the last hour and a half.

After connecting the new modem last night, it took all of 15 minutes for the disconnections to start up again. Can't say I was surprised.

Despite being told a Thompson modem might solve the problems, they sent me yet another one of these junky hawaii things - even though I told them on the phone they were simply replacing one piece of junk with another.

At this point I am trying to find out how to return the hawaii junk for a full refund and getting a pro-rated refund for the remainder of the service for the duration of the year.

Total waste of time dealing with these people. They can't support the service or the hardware.

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

2 edits
Can you send me the user name on your account again please? I thought we had resolved this but I see by pms you are still getting disconnects.

byu2

join:2012-06-28
Thornhill, ON
reply to Lynn0
Hi Lynn,

I sent you a pm regarding my problem of 30days MBG. In the pm is all the details including ticket id. After I sent you a pm I was sent back an email with a new ticket id. I dont know if this is system generated.

Anyway, I kept on making follow emails to confirm if they are processing my refund and to send me the details where to send back the modem but I am not getting any response.

I called up acanac sales department and was advised not to make followup emails. I made 1 followup email daily because I was not getting a response. They said that this will only make the process go longer. Well if I was given the courtesy of a reply for my first followup email then I wouldn't have made daily followup emails. A reply to an email is common courtesy.

Also the guy who I talked to over the phone from customer sales department sounded like he just got up and was so board with his job.

I hope you could help me on this Lynn. I need information where to send the modem back and when I will get my refund back. My details are already in your private message.

byu

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

1 edit
Byu I have pm'd you back with details on your refund and on the modems. You sent the email in on the 21st to cancel and your refund has been processed. More details in the pm I sent you.

byu2

join:2012-06-28
Thornhill, ON
reply to Lynn0
Lynn, Thank you for your swift response to my pm. I will just wait for the refund.

Lynn0
Premium
join:2011-08-11
Trenton, ON
kudos:7
Your very welcome. Glad I could help

jdrail

join:2012-06-16
Toronto, ON

1 edit
reply to Lynn0
Hi Lynne,
I appreciate you're trying to help but this has gone on far too long. The user ID is [mod edit -- removed for privacy reasons -- please PM the information to the tech out of public view -- fatness] - phone number (which they always seem to want) [mod edit -- removed for privacy reasons -- please PM the information to the tech out of public view -- fatness]

Rogers did show up and it was the same as before. All they do is check the signal which is fine. The problem is far deeper than that in Rogers network.

Last week we sent a 57 page report with screenshots to a supervisor named "Glenna." It showed all the error messages. Whether or not she gave the information to Rogers, we don't know.

We're going to be contacting billing on Monday and then contacting our old service provider to have the DSL reinstated. We still have an account with them for land line.

Last night we were disconnecting every 10 minutes. Took 4 resets just to get this message through.

The last two months have been sheer torture. Moreover it seems to be getting progressively worse.

Would suggest your company get out of the business of reselling cable - at least with Rogers.

Thanks,
Jeri
Expand your moderator at work

byu2

join:2012-06-28
Thornhill, ON
reply to Lynn0

Re: Acanac inc very very hard to refund

7/11/12
Lynn,

This is getting to be very annoying and frustrating.

6/12/12 I applied for 1 month Acanac DSL service with modem

6/20/12 I had it disconnected and requested where to send back the modem

6/21/12 Nazanin said that it will be investigated

6/28/12 I requested the help of Lynn on this forum Broadband DSLreports.com

7/4/12 Cancellation was confirmed by Ann L without any mention where to send the modem

7/10/12 Navi C. Said that I am not qualified for the Modem refund because it is over 30 days

why is it so hard to get my money back. this is just not right. Acanac is really bad.

regards
Boaz

byu2

join:2012-06-28
Thornhill, ON
Acanac does not want to refund my modem... Even though they made a 30 days MBG guarantee on their website... can anyone help me with this.

byu2

join:2012-06-28
Thornhill, ON
»www.sse.gov.on.ca/mcs/en/Pages/O ··· ing.aspx

jdrail

join:2012-06-16
Toronto, ON
reply to jdrail

Re: Acanac inc

Just an FYI.

We are still working with Acanac to try and get this resolved.

Acanac now has a full verbal report on what happened with Rogers' contractor (Link-On) last Friday.

The contractor refused to check anything beyond the connection to the modem. He would not check the lines at the house or the lines coming into the house.

He pretty much told us that all the Rogers' customers in the area are monitored regularly, they're happy, and we would get more thorough service from Rogers if we were with them.

To boot he was very arrogant.

Acanac told me they would be escalating this with Rogers. I hope they do.

When we had DSL, our provider had Bell in a number of times for line problems and we never had those types of problems with them.
NOT Getting my refund »