Acanac Reviews 67

What an absolute joke!! I have been with Acanac for years. My modem stopped working properly. After 2 visits from a Bell Tech I was told it was the modem. Called Acanac for a new modem. They only rent now and told me DSL is fading out and they could get me cable for cheaper (which I found out is a lie). They sent a cable modem and scheduled an install. I waited home all day Saturday. They never showed. Called at 4:30 to be told it had been cancelled because Rogers (their cable contract) doesn't service my area.(also not true). They had already cut off my dsl, so now I had nothing. Then they sent out a new dsl modem to the wrong address, so it was sent back, which caused them to cancel the dsl reinstall. I wasn't notified about any of this. The next install date was put into Bell. No one showed. They said Bell said they didn't recognize my address (I am 3 houses down from the Bell office they work out of) Also, 2 Bell guys had managed to get here initially a month prior when all this started. To make a very long story not as long, 4 install dates. No one has showed up and no one notified me to say it was canceled. The kicker? I have been billed over $50 for this months services even though I haven't had service for 5 1/2 weeks!! They are crediting me, but it is 2 different departments, thus 2 very long phone calls. The only good thing about them is their low prices. I keep thinking I've hung in there this long, I should just wait it out, but I have started calling other companies now and am shopping around.

They offered me a price for 2 years. However, after less than a year one of the promotions on my account expired with no warning. When I called in to ask about it they offered me another promotion which they said would apply for 2 years. This time I looked more closely at the contract they sent me and saw that one of the applied promotions expires in 6 months. This means I'll go through this same process again in 6 months.

The service is also unreliable and frequently drops, requiring us to reset the router and or modem each time. The speed is also unreliable and frequently goes very slowly during meetings causing the call to drop.

Took Ecanac Internet couple of months back after surrendering Rogers Internet, which I used for 9 years. Rogers customer service connected multiple times to offer matching pricing, but i declined.
Now i am facing internet speed issue as it is creating issues everyday.
Today i tried to reach to Ecenac customer service and waited for one hour to speak to their representative without success.
Now i realized why people are willing to stay with big players. In case of Rogers internet it never took more than10 minutes to speak to someone to resolve the issue.
I will try to correct my mistake sooner than later as it is affecting my business.

I switched internet service providers because the wifi devices Acanac had provided me with were defective. I then returned said devices and provided Acanac with tracking numbers that confirm successful delivery of items. Acanac is now claiming they never received anything and wishes to charge me $100. An investigation is under way but the inconvenience alone leads me to conclude I was right to leave Acanac.

I've written about this company before but it annoyed so much today that I am writing another one based upon my experience on getting a refund back.

On the 4th of June I had activated my Acanac account, after the payment for the service had been made in advance. I had ordered the 1Gbps download and 750Mbps upload package.

The first things I did was test the speed - having tested the speed on the modem I was hoping to replace, a Cogeco Sagecom modem on the Cogeco service. The Cogeco speed was 1Gbps download and 30Mbps upload as stated in my contract.

After plugging in the Acanac setup I went to the same speed testing site and found that the speed for the 1Gbps download and 750Mbps upload contract was as follows:
90Mbps download
4Mbps upload

I called tech support at Acanac and they wanted to send a technician around, after Cogeco had sent one already to sort something out.

I refused and stated that I wanted to cancel the contract. They said they would email me the return label. They didn't. I had to call again after 2 days of waiting to get this done.

I sent the unit back and it arrived 2 days after dropping it off at the post office. I had been told to call back again when it was delivered which I did.

The unit was acknowledged as being delivered and I was told I would get a refund within 10 days.

Well, that didn't happen. So I called today (14th June 2024) and was eventually told that I would get my refund on the 4th of July 2024!!!

A really strange way of doing business.

I've only had service interpretations when the power is out.

The customer service is very disappointing. For a while you could never reach a person on the phone and when you did they would tell you to adjust your account online yourself.

They seem to have moved past that, but their email notices say contact us about issues with your account. ???
I did and was told there are no issues, I asked while on the phone if there were any new offers for a less expensive plan and was told yes, and signed up. While on the phone, the rep specifically said there is no need to send out a tech out as you are already set up. Ok great thanks!

Then immediately received an email saying I had an appointment for the tech. I ignored that one based on the phone call. I then received 2 more email notices plus a text to remind me of the appointment. I called again to confirm that I am set up and don't require a tech. The customer service rep put me on a brief hold, returned saying the tech will come visually inspect the wires. ??? I replied with I don't want to waste anyone's time or miss out on work for something so basic but if you insist it's important Ok.

The tech came this morning at the early side of the 2 hr window, stood in the door and ask, you are already set up correct? Yes. Then I'm not sure why I'm here. Your internet is still connected? Yes. Ok then you're good. And left.

I will say I have noticed some slight improvements with customer service in the last 2 yrs but I try to avoid needing customer support because it's so difficult. And by the time I have no other options.

Looking forward to this company continuing to improve themselves.

I was forced to give one star when in all reality they deserve negative stars, Acanac is by far the worst internet service provider I've ever dealt with and would highly recommend to avoid them like the plague. I have their services for a little over a year and found the internet to be slow so I called to see what I could do to speed it up I was on cable internet they offered a fibe option which I figured would be better but never had the opportunity to try it out. I had their Tech's come install a fibe line witch they never actually hooked up then after a few days I had no internet and when I called they claimed that the issue was on my end so I requested they just go back to cable which they would have but I was told I had to wait 2 weeks before they could do that so I closed my account then and there called a different provider and had internet 2 days later. Acanac sent me a label and I returned their hardware and a week later they took nearly $400 from my bank account claiming it was for the hardware they didn't receive, after 3 months of arguing with them I have finally been issued a refund of my funds. I would not and will not recommend their services to anyone

Trash company. Lied to me about being able to give me service.
When I noticed they had the wrong date for installation, I called in to be informed my installation date was irrelevant as they had to send someone out to see if I can get there services. (I asked who there where contracted through, said cogeco. I had to inform them that’s your problem cogeco doesn’t service here or I would be with them not some sister company) cancelled my account asked for my money back to be told I have to wait for the package they sent and return it before getting my money back.
Had troubles getting said package from post office (I recently moved, there was a mix up with keys. Took some time to figure out and hunt down the package)
They than processed to charge me for the modem, but still refusing to return the 80$ I had to pay before they would even make and confirm account set up.
When I notice they took my money I didn’t authorize them to take out I called and asked for my 80$ back until the modem was returned (as now I technically own the modem and they no long have any reason to hold my 80$)
It’s been almost a month of me dealing with them, even after returning the modem still refusing to give me my money back.

Before anyone goes through what I’ve been dealing with please look up reviews on this company (wish I had, would of learned very quickly how trash and shady this company is)

I have acanac for 2months i sent them a payment it got sent back to me they said i had to change payment method then they still tried to take out a larger amount from my bank account when i was told they dont do reoccurring billing and i was told to pay with my visa debit so why are they trying to take out a payment when i changed it the week prior and they never have my permission to take out a payment when i told them a specific amount that i would pay so now i gotta call tomorrow and tell them they owe me money and comp services for the headache or i will sue the hell out this company..

Acanac Internet Services was good before, as I used Acanac internet for several years. But, my spouse very recent experience with the customer services teams as well internet service is horrible. Their support teams are worst, don’t have any professional services, talking with them just wastage of time and energy. The customer and support team members don’t care or listen to their customers.

Acanac sent a Bell technician to install fiber internet at my place. He had a problem with the configuration of the modem and he was on the phone for 30 minutes with technical support. Little did I know about the nightmare I was going to endure, I simply cannot work properly from home with the work VPN since fiber was installed. I have called them several times to try to resolve the issue. The senior technician from my work even provided me the numbers of the three ports that Acanac must unblock so that I can connect properly to the VPN. I sent it to them to no avail. And the technician also told me six other people at my company are having the same issues with Acanac fiber. No one has ever got back to me, one if their very ´professional' customer service 'specialists' basically yelled at me on the phone asking me not to call them again, that the issue was being investigated (is it really?). Now I need to wait until March 13th to go back to cable. I don't understand why the wait since all I have to do is to hook up the equipment. I had told them I need my cable connection as soon as possible but they did nothing to help me. I seriously advise you to NOT switch to their fiber if you use cable. I wish I knew. They should not be offering a product that is not 100% reliable and they are not proactive if you have trouble. I am done with Acanac!

We have been with this company 3 years. We have to reset our modem at least once per day. We have contacted them and get the run around. We're finally giving up and trying someone else.

I WISH TO CANCEL My UPGRADES TO 150 MB FIBER.I was told that i could have it at the same price as my 100mb cable.$42.on my account statement it says Recurring debit amount
$51.74.i found helpful person ,Subject

Sales Inquiry

Message

I HAVE talked with distributel customer service and I have been given a better deal.so i can use acanac account .
Amount due
$64.71
Next debit date
15th of the month
I only called to upgrade for the same price as i am paying now!150mb is$45 and 500mb is $50. So now i have no deal,and have the regular $45 deal.my internet price i stay with is Description AmountCable Internet 100 Mbps Unlimited (Feb 15 - Mar 14, 2024) $37.00Subtotal $37.00GST 100458652RT0001 $1.85QST 1002969366TQ0002 $3.69Total $42.54 if you give me same deal i will upgrade asap! if not cancel my fiber crappy deal!

I was with this internet for roughly 8.5 years. Service is shotty. Sometimes it was alright for a bit and then just cuts out for hours. What did me in was waking up to zero internet three days ago. Took 5 calls in to figure out why. It’s run like a circus. Given all the years I was with them, no one tried to help retain my business. I blew a lid because they said they were sending me a new modem on that first day and that the carrier cancelled without warning (?). Strange, annoying. I called again for an update as no one called me as they said they would for three days. They then tried to tell me I wouldn’t have internet for 2 weeks LOL WHAT IS WRONG WITH YOU. The whole thing was an utter nightmare. Price points are attractive but not worth it. Run far away. I will sign up for new internet and have it up and running before they could help me. Infuriating.

I've been with acanac couple of years and they have the worst customer service. They are beyond the worst. They disconnected my internet without any notice (I pay on time). They don't want to send a technician (but still they charge me for the internet). What is wrong with this company?! When I called customer service they hanged up on me... It's been 2 weeks with no internet and no information when technician will come...

We moved to Acanac cable connection from Acanac DSL connection upon suggestion of the Acanac sales team to get a better experience. But guess what! The day they set me up with the new connection was the very same day disconnected it as well!! They disconnected both the old and new connections within 3 hours of connecting, apparently because these were ‘duplicate connections’, leaving us with no internet at all. And it’s been 3 full days that this has not been resolved and we have been without internet. In times like this when we have to mostly work remotely and kids in high school have to use Internet to work on projects and submit them and home security systems depend on internet, this state of no internet for 3 days is extremely unacceptable. Most annoyingly, Acanac customer service keeps repeating that they have nothing to do in order to resolve this for their customer but is at the mercy of the high and mighty Rogers. I received no calls from the rogers support team in these 3 days either. I am paying for a “better “ deal and look what I got! No internet from day one, multiple calls and numerous hours spent on phone with Acanac customer service trying to get them to help (which yielded zero results), waiting desperately for the Rogers service team to kindly take note of the ‘escalated’ ticket and call back and most importantly, constant mental stress. Do you at all care for customer satisfaction or even retention? If Acanac has no way to resolve issues for their customers on its own, I don’t know how reliable it is to stick with them.

Horrific. Like absolutely awful. Their customer service is utterly useless, their billing department can't get it together. Your account doesn't work so you can't view your bills, but they can't manage to send them to you by email. Finally I was so sick of the billing errors I called to cancel. They had previously told me I owed them money, even though I had confirmations of not a single missed payment in 11 years. 11 years I was a good customer! But they would call and say I missed payments and they were cutting off my internet. When I canceled, I asked for a final bill so I could try to figure out why I owed them money. After being on hold almost 40 minutes total, they finally figured out they owed me money. You can't make this stuff up, folks. They asked me to stay and offered me an amazing deal, but its not about money anymore. I'm not giving another penny to such an incompetent company. It's sad because the first 9 years were totally fine, but the last 2 have been a nightmare. So glad to be rid of them.

The worst. I was patient for 6months. It disconnects several times, can't connect at times. They are incompeten. Customer service will not help you and will not document anything on your file. Tried few of their modems -- they don't work. The last new updated modem overheated... Shady company, don't waste your time.

The internet doesn't work for days and weeks. Customer service won't leave notes on your file. You'll try to cancel but they won't let you, won't leave notes on your file that you've tried to cancel. They'll tell you they are sending a technician to look at your modem -- no one will show up. They'll send you a new modem -- it won't work. I've been trying to cancel for three months, had to threaten to call the police before they let me cancel and to speak with a manager. I said I'm staying on the phone until they send me an email confirmation. (They tried to trick me and sent me a cancellation email from Distributel, I waited on the phone until I got an email confirmation from Acanac -- it took an hour). It is not worth the mental stress and poor service. Don't go with this company. If you've experienced hell with this company, please report them to the Better Business Bureau.

I used their services until the moment I requested a month before moving to the new address that they changed my service, (a transfer) which never went through, after many attempts to get internet service, I canceled and now I constantly have to call get my money back which they said will be next month after a month it was canceled !terrible service.
I do not recommend.