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meporter
Anon
2011-Aug-11 6:48 pm
Acanac VOIP problem - who cares?I need to know if my problem with my VOIP line is being worked on and what the status is. I am not sure why the tickets are not at least updated ... it has been over 5 hours and no update as to why people get an out of service message when they call me...
They are calling my cell and asking me why I di not pay my bill???
I have to call them back on my voip line to prove it was not my fault... I just need to know that someone is going to fix it! |
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your moderator at work
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to meporter
Re: Acanac VOIP problem - who cares?ZRZ-33288 |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
Lynn0
Premium Member
2011-Aug-11 7:29 pm
Meporter,
I have sent an email through to emergency for you. That should fix your problem shortly. |
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good luck.
I tried that at earlier and at 2:47pm today SAMAN closed the emergency ticket.
Thank you for your help!!!
Eric |
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| meporter69 |
to Lynn0
9 hours and counting, no contact with tech support yet?
Am I alone, or are others experiencing the same problem?
any help or information is appreciated... I can dial out but when people call me it says my number is out of service.
Thanks |
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| meporter69 |
Re: Acanac VOIP problem - someone cares!!!Nice guy (sorry, missed your name)... called me from Acanac and is looking into the problem... nice to finally know someone cares!
Thank you,
Eric |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
to meporter69
Re: Acanac VOIP problem - who cares?I have updated your ticket with the information you provided to the rep tonight. We are working on the problem and hope to have it resolved ASAP. |
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1 edit |
ASAL posted:
Hello,
Please accept our apology,
As I checked status of your phone number is OK in our server now;
Addr->IP : 67.212.x.xx Port 5060
Defaddr->IP : 0.0.0.0 Port 5060
Def. Username: (removed)
SIP Options : (none)
Codecs : 0x4 (ulaw)
Codec Order : (ulaw:20)
Auto-Framing: Yes
Status : OK (153 ms)
Useragent : Linksys/PAP2-3.1.5(LS)
Reg. Contact : sip:(removed)@192.168.1.9:5060
If you face any issue yet,please dial *79 and try again.
Best Regards,
Acanac Inc.
He fixed nothing... i cannot receive calls... except from Acanac network. "The number you have reached is not in service"
Please fix it. It may not be Acanac issue. Where does the number get assigned to Acanac?
Regards,
Eric |
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meporter69
1 edit |
Second day and still NOT fixed!!! Please try it... (removed-tmpchaos)
only Acanac network can make it ring...
Says it is OUT OF SERVICE!!!
But, I can call out and Acanac can call me!
I could be losing business!!! |
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| meporter69 |
STILL NOT FIXED AND NO INFOMATION on my end as to whether or not someone is working on it!!! |
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| meporter69 |
Another hour and still nothing! I guess I should start looking for another service! I cannot even call forward my voip line, because it never gets to Acanac. Does anyone understand that the problem is not at Acanac...??? Telephone number assignment problem outside Acanac!!! |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
Lynn0
Premium Member
2011-Aug-12 10:52 am
Eric,
I just sent email to that department with what you have posted here so they know problem has not been resolved yet.. |
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Seriously?
What could possibly be taking so long?
If tech support was in INDIA the problem would have been fixed yesterday!
I would like to see the Acanac management weigh in on this disaster!!! |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
Lynn0
Premium Member
2011-Aug-12 1:57 pm
Eric,
Does the problem happen on the free softphone soft ware? If you do not have it installed on your computer instead of using the VOIP adapter please install it and try it that way. This will determine if it is a VOIP adapter issue or on our end and I can give that information to our support team. |
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Acanac can call my VOIP line...it rings here... I got a call last night from rep.
The rest of the outside world cannot call me... says "OUT OF SERVICE" ... It looks like I have been erased... haha!
VOIP adapter is functioning normally. The problem is outside Acanac... Bell Canada maybe... whoever assigns and routes the Acanac numbers. |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
to meporter
Eric,
Have you tried emailing support@acanac.com to see if they can change the phone number? |
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Why would I want them to change the number???
All my customers, my family, my friends, etc have this number for 3 years. I just want it fixed... it has been a day and a half... this is unacceptable. I have referred and installed many Acanac customers, but this makes it questionable at best!!! |
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| meporter69 |
to Lynn0
It took a day and a half to get the ticket moved to the right department... according to the following...
Hello,
Please note that placing your ticket on-hold can never mean that your issue and the corresponding ticket has been ignored, as my colleague had also advised that the admin has been informed to investigate your issue and update you in this regard. By the way I moved the ticket to the relevant department, and now want you please wait as you will be soon updated and advised.
Your kind patience is highly appreciated.
Best Regards,
Acanac Inc. |
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mememe
Anon
2011-Aug-14 2:58 pm
another day has passed, blah, blah, blah... not fixed yet! |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON
2 edits |
Lynn0
Premium Member
2011-Aug-15 11:12 am
Eric,
Please disconnect the voip modem and check your number through the soft phone software. We want to make sure there is nothing wrong with the device. Also, please dial *79 through your phone.
We are really trying to get this issue fixed for you and hoping this helps. |
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PLEASE LISTEN...
There is nothing wrong with my VOIP ATA.
Acanac Tech Support can call me, it rings on my end!
Anyone on the Acanac network can call me... it rings!
I can call anyone from my VOIP line, it works fine!
If you are a Bell customer or you have any service other than Acanac... you call me and get "OUT OF SERVICE" message!
The problem is NOT within the Acanac network, rather outside telephone number routing issue! All they need to do to fix it is call whoever routes numbers, BELL I would guess and reset the number routing... Sounds simple to me!!! |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
Lynn0
Premium Member
2011-Aug-16 11:59 pm
Eric,
We have not forgot about you. I have passed all the information on to management for them to help you. Please be patient a bit longer and I know i am asking alot right now but we are trying very hard to help get this resolved for you. |
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Re: Acanac VOIP problem - who cares? Lynn and Denise dooooo!THANK YOU!!!
We finally have a ticket ... which I cannot access ... HAQ-94486
In the ticket Denise tells me they realize the problem is with their "upstream provider" ... thanks for your help... I would be nice to have access to the ticket HAQ-94486. I have asked tech support for access to the ticket... THANKS again! Hopefully it will be resolved soon! Eric |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
Lynn0
Premium Member
2011-Aug-17 2:21 pm
Great news Eric  I am so glad to hear there has been progress on this. |
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Still working on it... HAMED sends me message today @ 3:21am ...
Telling me they are still working to fix the problem.
Can they ask "How long to fix?" I can ask Bell... they will tell me...
This is BS. There is no way they cannot get an answer!!! |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
Lynn0
Premium Member
2011-Aug-19 9:57 am
Eric, The ticket says there should be an answer withing 24 hours. Lets hope this ends this and problem gets resolved for you |
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I have been over a week beyond patient!!!
This needs to get resolved. I am losing business and my wife is losing bus charters... that translates into lost income!
This is affecting my life. I need to know who talked to who and what is being done to resolve this issue. I have been in the computer industry for over 22 years... never, have I seen this kind of incompetence... never! |
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| meporter69 |
to Lynn0
Someone is still working on it....
Eric
Posted on 21 Aug 2011 03:14 PM
We are truly sorry about this issue, We will keep you updated in next 24 hours.
Best Regards,
Acanac Inc.
Customer Care Manager. |
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Lynn0
Premium Member
join:2011-08-11
Trenton, ON |
Lynn0
Premium Member
2011-Aug-22 9:05 am
Eric,
Sorry this is taking so long. Glad you see your post that someone is working on it. |
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I am so glad to hear there has been progress on this.