T1nART
join:2009-04-26
Canada
|  Is Acanac as good as they claim to be...
I've recently just signed up for Acanac Residential DSL and am a little disappointed with the service. I've been noticiing that the IP address keeps changing all the time. Regardless of that, the speeds are terribly slow and is not up to what the advertised speeds are supposed to be.
My service went up last Thursday but I haven't even been anywhere close to 5Mb/s download speeds or 800Kb/s uploads.
I've sent some emails to the support department and they've informed me that bell has been notified of this problem. However, there has been no communication from bell on this.
I will call DSLsupport on Monday to inquire and hope things will be improving...
T |
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
1 edit | It can take up-to 42 hours before we get a response from Bell. If you don't mind can you please post your modem stats. |
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T1nART
join:2009-04-26
Canada
1 edit | ----------------------
Connection Information
DSL UP
Downstream / Upstream (Kbps) 1408/416
Internet Connected
Connected Time 2hr 12min 28sec
Connection Type PPPoE
Username
IP Address 69.171.139.200
Default Gateway 69.171.128.1
Primary DNS 67.55.0.11
Secondary DNS 66.49.220.95
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Router Information
System Uptime 6 hours 48 minutes
Model ADSL2+ Ethernet and USB Modem
Firmware Version 113.2.5
Ethernet MAC address 00:30:0A:D3:99:F7
DSL MAC address 00:30:0A:D3:99:F9
USB MAC address 00:30:0A:D3:99:F8
NAT Enabled
Firewall Enabled
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As I have mentioned earlier. The IP address keeps changing from the Toronto server to the Montreal server. I'm curious as to why this is and perhaps this could be a source of the problem. As far as my first ticket to dslsupport I mentioned the problem to them early yesterday morning.
The latest speedtest.net results:
If you can assist that would be much appreciated. Thank you for the timely response.
T |
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darknestgirl
join:2008-08-11
Montreal, QC | reply to T1nART
And don't forget that it's UP TO 5Mbps it can depend on the distance from the co and the quality of your line the limit distance for DSL is around 5KM |
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darknestgirl
join:2008-08-11
Montreal, QC
 ·Acanac
1 edit | reply to T1nART
To be able to get your modem stat you need to connect it directly on your computer(no router) We need to see margin and attenuation And you can also try the new york server instead got better speed result with it than the montreal or toronto server
P.S sometimes Bell put new Acanac customer to an lower profil |
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T1nART
join:2009-04-26
Canada
| Is the information I mentioned suffice to look into the problem?
The modem stats:
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Modem Status
Connection Status Connected
Us Rate (Kbps) 416
Ds Rate (Kbps) 1408
US Margin 6
DS Margin 7
Trained Modulation ADSL_G.dmt
LOS Errors 0
DS Line Attenuation 13
US Line Attenuation 20
Peak Cell Rate 981 cells per sec
CRC Rx Fast 0
CRC Tx Fast 0
CRC Rx Interleaved 0
CRC Tx Interleaved 1162
Path Mode Interleaved
DSL Statistics
Near End F4 Loop Back Count 0
Near End F5 Loop Back Count 0
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I do not have a router connected to the modem that was sent to me by Acanac.
With regards to the more than poor speeds. I understand that it is "up to" 5Mb/s. However, in response to that, when I first installed the modem and connected it to my computer, the first thing I did was check on speedtest.net what it would be. And to my surprise, it was running at around 2.5Mb/s on Thursday evening. But when the Friday morning came around, the speed had dropped below 1Mb/s and has remained that way since then. Shouldn't the speed improve rather than decrease as time goes by. At least that is what I would like to believe.
Furthermore, I live in downtown Toronto (757 Dovercourt Rd.) and the nearest Bell Central Office is just a few blocks away TOROON09 Toronto Dufferin 53–LEnnox:
»maps.google.ca/maps?daddr=53+Len···046&z=16
It's hard to believe that distance is a factor in the speed of my connection being so poor.
If it is true that Bell is the perpetrator is limiting both my download speeds and upload speeds and not allowing me the full potential of what I paid for then, it should very well be resolved as soon as possible.
The only other thing I can imagine is quality of the lines that they have in place for my connection. In which case, it should be looked into. |
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darknestgirl
join:2008-08-11
Montreal, QC
·Acanac
1 edit | reply to T1nART
In your case it's not the attenuation but your margin are low so can it can indicate a wiring problem if you live in a house try connecting the modem to the demark box with no phone connected to see if the margin improved cause looking at your attenuation i can say that you should get at least the 5Mbps (saw customer with worst attenuation than that get better speed) |
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T1nART
join:2009-04-26
Canada
| I live in an apartment and wouldn't know where the demarkation box would be. Also, the phone jack that I have the modem connected to seems to be fairly new and is good condition. When the bell guy came to see it last thursday he didn't say too much about it. He installed a dry loop that afternoon and upon coming home from work, I hooked everything up and was up and running.
Also, when I initially installed everything on Thursday, I did check the speed, that it was running at around 2.5Mb/s. However, my service was not supposed to be set up until Friday morning. Then when Friday morning came about, the speed was below 1Mb/s. I doubt it is a wiring problem as I had fairly good speed Thursday night and then horrible speeds on Friday immediately after. I have a sneaking suspician that after the time that it was set up and running Bell then resetted it to the lowest speeds...
I will be calling DSLsupport with my findings... |
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Fergless
join:2008-04-19
Toronto, ON |  YES Acanac is as good as they claim to be...
YES they are. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| T1nART, please remove the private info (DSL username) from the public posting above.
Your request is already in process.
Please note 1-2 (working) days may take until the problem is resolved.
It looks like your DSL needs to be checked, that is an usual scenario especially if no such service was provided before to this address.
Otherwise, the settings on bell lantern are OK (5M Fast path profile).
Just the NM are low and your modem at the end point synchronizes at much lower speed than the profile could give.
Best Regards.
--
We Rock |
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T1nART
join:2009-04-26
Canada | I hope Acanac is everything they claim to be...for the sake of all internet users... 
Acanac PN: Thanks for all your help. We'll see what happens. |
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darknestgirl
join:2008-08-11
Montreal, QC | reply to T1nART
Re: Is Acanac as good as they claim to be...
Well for my part been with Acanac since august 8 2008 and got no problem at all since then and got full speed i'm almost on the CO (0.08km) |
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T1nART
join:2009-04-26
Canada
| Well, as it turns out. Acanac is only as good as what Bell does for their customers, as it is Bell that has the final say. After just over one week of being on Acanac's service I've experienced nothing but headaches. Mostly because of the terrible download speeds I was getting. Partly because of the slow pace of fixing a problem and the horrible customer service of a knob of one dsl support representative. And most of all because of the faulty modem Acanac sent to me.
After finding out from the first bell technician who came to my house that the problem with my speed lies in the modem that I was using from Acanac, I went out and bought a Dlink dsl modem/wireless router. As soon as I replaced the Aztech modem with my new Dlink, the connection seemed to be better but not the best. I was getting around only 2.5 Mb/s downloads speeds. As you may recall, it was the same when I first installed the Aztech modem.
So I instantly called DSL support to get it fixed. After waiting for some time to speak with someone, I got the voice of a spanish-sounding rep who sounded like he knew better than I did. He was short with me, had a tone of superiority, and was all in all rude to the point that I should have escalated that call. But I didn't. After telling him of my issues, and constantly bickering with him about what needs to happen, I requested that I be credited once I send the faulty modem back to them. As I had more pressing concerns, he wanted to get me off the phone as quickly as possible, and interrupted me in the middle of asking him a question and told me, "Write this shit down!" referring to the address to send the modem back. I couldn't believe it and I was appalled. This guy is truly a dumbass! He finished by saying the ticket would be sent out and it would be fixed.
Not surprisingly, the next day, my speeds went down to the speed of a crawl, less than 1Mb/s. This was unbelievable. Bell has done it to me once again. And the rep that I spoke to the night before had done the exact opposite.
So I called Acanac again on Friday night, and was hoping I would get anyone else but that last guy who was dishing me bull. And gladly, I got a young man by the name of SCott who I have spoken to on many occassion. He was very understanding and patient and made sure that my problem would be looked after.
This morning, I woke up to the call from a Bell technician that came to my house. I informed him of the problems occuring, and told him about the last visit from a technician. The last time that my lines were checked, it was sufficient to support up to 5Mb/s and has the capacity of even 10Mb/s. This time around, as my modem is top notch and the quality of my lines are good, the only thing the Bell technician had to do was call and get them to change my profile to the correst profile of 5M/bs down and 800Kb/s up. Which was simple enough and done in like 10 mins. It seems the problem was that my profile was not correstly inputted into the system so that it would just pick any random speeds. Now that they actually set it to the right profile, I would hope that it would remain the same.
Now that the profile has been corrected this is now the speeds:
It is fast but it's only running at 60% which is quite fast still, says the Bell technician. And even though I may be some distances away from the CO, there is a Bell Spike right in my backyard, so the speeds are still attainable.
Thanks to Scott, and the latest Bell technician, and me going out to buy a better modem, the speeds are dramatically increased and looks like it is as good as it gets.
No thanks to Acanac sending me a faulty modem and that loser spanish-guy DSL support rep, that I was almost considering terminating the service and getting a refund.
As long as Acanac can deliver the service that they say they can deliver with the authority of Bell, I will give it at least a year, as I am committed to that much. For anyone out there that is considering signing up with Acanac. Be persistent with getting what you're paying for even if it seems like it may not be worth the fight. Don't let Bell or even Acanac tell you how it is, because the customer is always right. And don't be a lazy ass like me and just wait for some random modem to show up at your door. Go out and invest in a modem that works.
As for the service that's being deliverd, it's good for now. Getting the service was not at all the problem, however, making the service work the way it is supposed to has been all the issues.
As for now, it is a good start. We'll see how long this lasts. |
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darknestgirl
join:2008-08-11
Montreal, QC | reply to T1nART
I've been using the Acanac modem since day one and got no problem with it at all. You can send it back and they will send you a refund for it. |
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T1nART
join:2009-04-26
Canada
1 edit | Turns out that the modems that Acanac sends to their customers are used and refurbished. Most Aztech modems that are sent out again work fine, however, there have been many cases that modems are scratched and have some sort of dysfunction. This is what that nice DSL support rep Scott has told me. So darknestgirl, you are one of the lucky ones who received a working modem.
Nevertheless, with my Dlink, everything is working well and I have no further problems.
Acanac CAN be as good as they claim to be if they can provide quality customer support, best-in-class hardware, and only by the supervision of the all-mighty Bell... |
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Fergless
join:2008-04-19
Toronto, ON
·Acanac
| Gotta love Bell.  they don't play nice.
They do not like competition. Or more specifically loosing money or power to the little guys.
Good Luck with your DSL. 
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Acanac Inc
Premium
join:2007-03-05
Mississauga, ON
| reply to T1nART
Well over 90% of all the modems we send out are brand new never used. We have them made specifically for us by Aztech. You may receive a used one if a client cancels and the modem is in good condition to send back out.
I will post some pictures later on tonight of over 15K modems that came in a few months ago. The majority have already been sent to clients in new condition.
Finally the modem Acanac uses is also used by one of the largest DSL companies in the U.S. They currently have a few hundred thousands out in the field. I am not saying you did not experience a problem with your modem. It does happen, however it's not the norm. Of your specific model we almost have 40K of them in the filed. |
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PaulB
@presstran.com | reply to T1nART
Can you specify the make and model for the modem?
What settings did you need to change to make it work for you (from the default setting)?
Cheers |
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T1nART
join:2009-04-26
Canada
| PaulB,
I went and bought the Dlink DSL-2640B modem/wireless router.
It's quite reliable and I've always trusted products from Dlink.
The settings that you have to enter should be in the package that you got from acanac when you first got your service.
Dlink has an automatic setting process or you can choose to enter it in yourself. If you're unsure of your settings you should call DSL support for the correct login and passwords, that they can give you.
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With regards to the modem I sent back to Acanac.
The tracking number is 8676 7218 7002. It was delivered May 5, 2009 9:50 AM and signed off my M.MARYLOU.
It has been received by the accounting department, however, the process of the deposit refund has been more than at a slow pace. I wonder when and if they'll even refund it properly to the credit card they have on file...
Again... Acanac lacks the quality customer support that bigger companies or rather better companies possess. |
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Fergless
join:2008-04-19
Toronto, ON
·Acanac
| Again... Acanac lacks the quality customer support that bigger companies or rather better companies possess.
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Microsoft took a month to credit my credit card, so I don't know if what you say is relevant. |
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