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Uniformhawk

join:2008-11-26
York, ON
Reviews:
·Acanac

Acanac beware - Head Office Mississauga

Acanac has the worst customer service I've ever encountered with any company and they will unabashedly try to reduce any kind of refund they provide to you. I tell you this as a customer of over five years.

Among many problems I had with them included a move of my service from one address to another in which I gave them over three weeks advance warning and it took them over two weeks after my move to finally get the service up and running. (Nothing needed to be done other than flipping a switch as there was already Acanac service at both locations.) Then after my service was already up at the new address, a different department at Acanac had it disconnected for a few days so that they could "move the service over to my new address". Yes, it doesn't make sense, but that's what they did.

There are many other problems that I've had with them, but it would be overly tedious for me to get into it. Suffice to say there's a lot more where that came from.

When I suggested that they refund my moving fee for the fiasco, they actually had the gall to only offer me half (approximately 13$ back) instead of the whole amount.

I almost never make complaints to the Better Business Bureau, but Acanac deserves this special attention for the sheer horrible service they provide as well as their antagonistic approach to dealing with their customers.

They have several departments who do not speak to each other, resulting in a disjointed customer service experience in which the right hand doesn't know what the left hand is doing.

The actual service (if you finally are able to get it going) is decent, but woe to anyone who needs to deal with them. You have been forwarned.

I've been a customer with them for years, and the only reason I keep their service is that I got them ten referrals and got free service as a result. If I had to pay at all for this service, I would end it immediately.



Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

Acanac - Head Office Mississauga

Can you please post or IM the ticket # or #'s referencing your problem.

Expand your moderator at work

Alex275

join:2013-05-08
Toronto, ON
reply to Fergless

Re: Acanac - Head Office Mississauga

Fergless,
if you still read this thread
AFE-19241 and UNF-83088

Expand your moderator at work

darknestgirl

join:2008-08-11
Montreal, QC
reply to Alex275

Re: Acanac - Head Office Mississauga

Well looks like they don't want me to put the link to the community forum so if you don't get an answer until tomorrow i will be glad to send him a private message there for you.


darknestgirl

join:2008-08-11
Montreal, QC
Reviews:
·Acanac
·Videotron
reply to Alex275

You can go to »community.acanac.com/acanac/index.php to give him a private message, if you don't want to register on the forum or if you don't get a answer, i'll be glad to send him a message for you if you want to.


Alex275

join:2013-05-08
Toronto, ON

Thank you!
But let's do not waste our time and energy on them.
I am so angry with them, but it is a way how they run their business.
I really like what they have in their User Agreement:
»acanac.com/User-Agreement.html

"Suspension of Service. The Company reserves the right to suspend the Service, in whole or in part, including any features, at any time in the Company's sole and absolute discretion. If the Company determines that the suspension of the Service is without fault of the Customer, then the Customer may request a credit of the monthly charges for each day the Service was not in effect

Furthermore: Acanac Inc. retains the right to change any or all of the above Policies, Guidelines, and Disclaimers without notification. Acanac Inc. reserves the right to terminate or discontinue the Service at any time, for any reason or for no reason, in the Company's sole and absolute discretion. If the Company discontinues or terminates the Service without fault of the Customer, the Customer will only be responsible for usage charges accrued while the Service was in effect and the Customer will be entitled to a credit for the unused portion of the final month's charges."



Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1
reply to Alex275

said by Alex275:

Fergless,
if you still read this thread
AFE-19241 and UNF-83088

I'm surprised you would hijack another persons thread, however I'll look at the tickets and try to determine what the problem is.


Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

1 edit
reply to Alex275

Regarding AFE-19241 entered today about Cable.
I can find the ticket but can't see the contents of it for some unknown reason.

PS: There's an Alex275 on the Acanac Community Forum.
Could that possibly be you? Maybe, perhaps?


Alex275

join:2013-05-08
Toronto, ON

Hi Fergless,
Yes, I am Alex275 everywhere
AFE-19241 is my feedback ticket with the subject "Cable Internet"
I can PM you the URL to get an access to the thread, if you want.

That ticket explains the whole sad story communicating with Acanac
I do not have any tickets for my requests for the Cable Internet.
Seems so illogical do not create tickets to such requests. I cannot even refer to it.

One of my requests for Cable Internet was canceled by your customer service because you do not support anymore Motorola SB5101N, which YOU sold me a year or two ago. That request was in process for 8 (Eight!) days, and until I called a few times nobody cared to answer anything.

And another ticket was created today. I am not sure, how long is it going to take to process. In theory, at least 1-2 days "to process", 7-10 days to install.

I am a full-time student, doing my summer thesis research, and I desperately need the Internet. Now I just use my windmobile mobile Internet, which is quite expensive and slow. It is very, very disappointing.

With a very poor customer service (AFE-19241) and troubleshooting (UNF-83088), in your advantage I can say that you still have a fair price, compare to others, and unlimited Internet usage.

Alex.



Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

Hi Alex

No I can't access feedback tickets, they are read by the owners and managers as far as I know.
The URL will just point to the ticket anyway not the contents.
Of course you can see it though.

Just to clarify, that modem was deemed as not supported by the carriers being a Docsis2 Modem and they want Docsis3 Modems on their network. Not Acanac's doing I can assure you.

I'm surprised you didn't PM me on the Acanac Forum.

Tks


Alex275

join:2013-05-08
Toronto, ON

How come the modem worked a week ago through Rogers network with Acanac provider?

I am sending PM on the Acanac Forum with a link to the ticket. The link has all info to open it for you.



Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1

Cable Modem

Tks for the link and PM, I explained briefly to the PM and your post on the forum.

I'll have a closer look into it tomorrow. (today now)

Nothing I can do about the feedback one, just the cable modem issue.



Fergless
Premium
join:2008-04-19
Toronto, ON
kudos:1
reply to Alex275

Cable Modem?

When you first signed up for cable on the 10Mbps plan that modem was adequate and OK'd by the carrier for that speed.

Since you upgraded to 18Mbps just recently the carrier replied "unsupported modem"

The carriers require a Docsis 3 Modem now. Same with all ISPS, Docsis2 modems are a thing of the past.


Alex275

join:2013-05-08
Toronto, ON

Surprisingly, the modem worked on 28Mb for about half a year.
But never mind, I got your point.
It is a carrier requirement, and therefore it is yours as well, and I have to follow it.