| Acanac Drops the Ball Again Acanac billed me for a years worth of 28mps and I was only receiving 15mps. Why? They sold me the wrong modem. They will not fix that error nor do they plan on replacing my modem.
I have 5 Acanac Modems and they would like to charge me another $100 because the one they sold me is not compatible to 28mps. Faneeza K in the billing department has been a complete time waster not only for me but for the company. I also have been requesting a supervisor because I travel. No response. Endless emails have been going on since Oct 30th. They already owed me a credit for sevice being down and said they would give me a month in lieu of their 1 year error. Really? Wow thanks Acanac. This is the beginning of many threads I have copied of their poor service. If you get Devora or Faneeza K (Sonia) do yourself a favor and ask for another rep. Waiting on a supervisor or I am going to cancel my account after about 5 years. |
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Samgee
join:2010-08-02
canada
kudos:2 | 5 modems? Why?
When did you get your latest modem from them, and what service did you sign up for at the time you got that modem?
If you have recently requested a move to a faster service, you will need to get an upgraded modem for it. That's due to Rogers, not Acanac. What you may be able to do is ask them if you can send back the slower modem and have it's cost reduced from the price for the new one. Rogers isn't activating any Doc2 modems on the faster profiles unfortunately. |
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 elwoodbluesElwood BluesPremium
join:2006-08-30
HarperLand | reply to saynotofk
See I don't get this, I'm running a D2 modem, and still get the full 28mb. |
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| reply to saynotofk
Every year I signed up they said they had a better version modem that would give me better signal. I signed up for 28 mps but was only getting around 15 because they sold me the wrong modem
thanks for respondiong |
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| reply to elwoodblues
None of the modems they have sold me get 28mbps |
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| reply to saynotofk
Guys thanks so much for responding and really making me feel like Im not alone. |
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| reply to saynotofk
When I signed up the modem was available they just didnt sell me that one. So I paid for a year of 28mbps and receiving around 15 mbps. Absolutely would not accept my modem or discount on a new one. That was made very clear after fighting for 2 months |
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Samgee
join:2010-08-02
canada
kudos:2 | reply to saynotofk
If you've been activated on the current modem since last year as 28/1 then it just sounds like they need to review your profile with Rogers. It's only recently that they have put in the Doc3 requirement.
Can you post a few screenshots from speedtest using the Toronto Nexicom server? |
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 Teddy Boomk kudos Received
join:2007-01-29
Toronto, ON
kudos:5 | reply to saynotofk
As far as I can tell, Rogers will continue to allow Docsis 2 modems on 28mbit/s service (and indeed 32mbit/s service, if you could order it) until April 2013. More details:
»Re: Is it end of docsys 2.0 modem era in Ottawa?
In the morning, you should have no problem at all getting 28mbit/s on a Docsis 2 modem. In the evening, during peak hours, 14mbit/s is all Acanac guarantees.
What modem do you have? What router? Are you testing over wireless? Do you have a VoIP box between modem and router?
--
electronicsguru.ca |
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 hm
@videotron.ca | reply to saynotofk
I'm assuming this is an Acanac resold rogers customer.
If we follow what is happening with Rogers, Rogers bumped up speeds. Those on 15-meg (or is it 18-meg) won't get the "free" speed increase to 28-meg if they don't have a D3 modem. The D3 modem users got the speed upgrade. D2 users didn't.
So if saynotofk bought this D2 modem more than 3 months ago, it's not Acanacs fault that Rogers did a speed upgrade that he can't have.
But, if this customer bought this modem within the past couple of months, then Yes, Acanac should be held responsible.
*But*, if this has nothing to do about the speed upgrades and he bought the 28-meg tier (if that existed over the past years) and never had the speed to begin with due to the modem they sold him *for this speed tier* then yeah, Acanac is to blame for selling the wrong modem for the speed tier you ordered.
Since Acanac doesn't want to budge, and we don't really know what scenario you are falling into here, then go to the CCTS and file a complaint. It's free for you.
I can see you winning at the CCTS if you fall within the last 2 scenario's above. But not the first one.
3 scenario's here that I see. Which do you fall under? That is the question. |
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| reply to saynotofk
direct connected to modem
sb6120 motorola
no voip or router |
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| reply to saynotofk
I ordered 28mbps
and they gave me the motorola sb6120
been fighting from day 1 for someone to tell me why I couldnt
I only got the right answer about a month ago |
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Samgee
join:2010-08-02
canada
kudos:2 | reply to saynotofk
That's weird, the sb6120 is a doc 3 modem, I use it myself. You're activated on their network so it must have the correct firmware on it too.
It must be a profile problem on Rogers end, I can't imagine they haven't investigated that as being the issue though. |
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hm
@videotron.ca | reply to saynotofk
saynotofk, then stop wasting time with Acanac and file today with the CCTS. Let them know they sold you the wrong modem for the speed plan you are on.
»www.ccts-cprst.ca/ |
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 FerglessPremium
join:2008-04-19
Toronto, ON | reply to Samgee
SB6120 I use the SB6120 as well without issues.
@saynotofk
Can you PM me your account info and I'll look into it.
What modem did they sell you?
Tks |
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| hang on |
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| Out of curiosity can you list for us each of the five modems. |
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| reply to hm
Re: Acanac Drops the Ball Again the sb6120 should be the right modem, technically it can go to 152mbps |
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| reply to saynotofk
on videotron network i can easily get 65mbps with my sb6120.
the problem is not the modem, 28mbps should be nothing for this modem. |
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| reply to hm
Thanks so much HM I will do just that. |
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