Acanac
Reviews and Complaints

Acanac Inc. has not taken any action to fix our internet outage that has lasted for 2 days and calling the technical support team results in being left on hold for hours. If you have a contract with Acanac Inc., cancel it and switch providers as soon as possible. For anyone else, please avoid this company at all costs. All the negative reviews about this company are true

Modem high jacking, it's a mix of terrible customer service (email-only really, who does this), and incompetence or outright deceit...they have to pick one. At the beginning of my service with them, during a modem change, it took them 21 days to get their records straight so that they could get a new modem I purchased provisioned onto the system properly. That means for 21 days I was without internet service...just so you understand the impact.

Upon cancelling my service within their contractual guidelines they also managed to bugger this up...although not seemingly as detrimental, as they've left me on their system and I'm not paying for extra time. They've got a surprise coming if they try to charge my credit card from this point as it will be pushed back as fraud.

But they have high jacked my modem so it can't be provisioned for new service with my next company! The other company is Start Communications and they have been absolutely fabulous in monitoring the situation and doing their best to acquire access to my router and to provide me feedback of their attempts and communications with the Rogers technicians who handle the provisioning. It has been a full week now that I was supposed to be switched to the new company, but am still stuck as Acanac has failed at cancelling my service and releasing my modem from the original date. When I prompted them 3 days later to remove my service, they claimed to have done so. When I followed up days later to complain again, they still claimed that they sent the modem release request through...interestingly it stands that they forgot (?) to disconnect my service from within their company. Seriously, what gives? Based on the negative press they have against them on the internet, they certainly know how to cancel out service for people.

So why is my modem being high jacked by Acanac and what do they have to gain? Is this the notoriety they wish to sponsor for themselves, the lack of competence to run a business or straight deceit to their customers? Once again, they have to pick for themselves which one applies to them. Be honest now Acanac, your fans are waiting.

I had been a happy and proud ACANAC customer from Mid-April 2010 till
the end of 2010. I had been recommending their services since then.

Unfortunately, I left on a trip on December 23rd and as I came back
late night on the 28th, I noticed my internet was no longer working.

I called customer ADSL support on the morning of December 29th and
spent a good couple of hours over the phone with the agent trying to
guide me through fixing my internet. I even borrowed a modem from my
neighbor to try to figure out what was wrong. Unfortunately, the
internet was still not working and the agent opened a ticked with Bell
for a technician to have a look at the phone line. At that time I was
informed the technician was supposed to come on the evening of
December 31st between 5pm and 9pm. I was NEVER informed that Bell was
supposed to contact me before showing up.

On December 30th, I received a call from Bell, which I unfortunately
missed because I was driving. I have saved the voice message left by
the operator which instructed that I contacted ACANAC for an update.
As I retrieved the message, I called ACANAC and was informed that the
technician was still to come on the 31st and that they would call me
about 1 hour before coming. I stayed home the whole day of the 31st
and missed a family function just because having my internet fixed was
paramount, as my wife is taking an online program at Seneca College
and we cannot afford not to have internet even for a single day, let
alone for all this time we have been blacked out. I had my phone with
me all times and I received no call from Bell. Likewise, I stayed home
the whole day and no one knocked on my door or rang my buzzer.

As it was almost 5pm of the 31st, I called ACANAC to find out why I
had received no call from Bell yet. To my great surprise, I was
informed that a Bell technician had come to my house and worked on my
Bell Box. In a way I found that surprising, as I don't think it is
ethical they did that and in no way informing me about it. I was also
informed by ACANAC that the Bell technician had filled in the ticked
that they have changed the telephone ADSL pairs. Well, I have no way
to really knowing whether they came or not (if they did come, they did
not act ethically), but I do not believe they really came. Following
the instructions from the ACANAC agent, I opened the Bell box and
found that the telephone ADSL pairs had not been changed as they are
the same colors that were being used before. I informed the ACANAC
agent about this and he over-emphasized that he could re-open the
ticket again, but I will be charged the Bell maintenance fee for sure
this time as they have already come to my house. We tried again to get
the internet to work but it didn't. Frankly, I don't believe anyone
came as no note was left at my door or at my box and I was home
downstairs the whole day and would most likely have noticed someone
entering my premises even though they came in uninvited, quietly and
inadvertently.

The situation dragged down to a much nastier path as days passed. I waited on hold for about 1 hour a day to talk to customer services for 1 week. I also corresponded by email. Every time I wrote an email, the response is that the connection had been fixed. Whenever I called, however, the support agent figured it was actually faulty but could not figure out why.

I connected the modem directly to the demarcation point to avoid they blaming my wiring.

They said they will not refund the unused portion of my payment because it's been over 30 days. However, in their policy they state that if the problem is in their end, they use their own discretion in issuing the refund. Unfortunately, even though they admittedly are at fault, their discretion says that no refund will be issued at all, not even for the modem!

Please people, if there are others around trapped in the same situation, lets united and take them to court. This is the most ridiculous customer satisfaction policy I have ever been aware of. Even though my request is only a couple of hundred bucks, and therefore no huge deal for the theft, it's the principle that counts.

As a customer, how could I be accepting after what happened to me? I
always recommended their services and have always been a proud
customer. I just cannot believe this unacceptable service.

I am extremely frustrated. I can survive without internet, but my wife
is taking online courses at Seneca College and these 12 days have been
extremely detrimental to her already and further there's no
perspective of solving the problem anytime soon.

Conversely, I spoke to Bell and in a 5 minute conversation they
promised to hook me up in 2 business days at no cost (they even waived
all installation and activation fees if I agreed to also sign up for
the phone service). In addition, their service is legitimate as they
promised to send technicians for no charge at my convenience whenever
problems may arise with my internet. My point is that I do not believe
ACANAC is doing all they could do to keep me as a customer, which
unless action is taken immediately, this will indeed occur. By the
way, I having had to drive to Starbucks everyday just to write my emails to ACANAC
because they do not accept talking billing-related issues over the
phone - they just hide behind emails. I am positive that hiring ACANAC as my provider was
the worst value and biggest mistake among all utilities I chose for my
house - during my entire life.

Billed me for an extra year without my consent and will only refund 11 months of the twelve because of an auto renew clause in contract.
Decent internet service but I will not do business with them again due to tardiness of customer service in the billing dept. Over one week for them to issue my refund from the date that I demanded one.

These clowns bill you for a YEAR in advance for your DSL service and VOIP (Voice over IP). After installation which you do yourself, there is no operator support for your VOIP line. Crazy. The only way to get help is via email & they treat you like you are a 74 year old schizophrenic who thinks a PC is a UFO. Avoid at all costs.

These clowns bill you for a YEAR in advance for your DSL service and VOIP (Voice over IP). After installation which you do yourself, there is no operator support for your VOIP line. Crazy. The only way to get help is via email & they treat you like you are a 74 year old schizophrenic who thinks a PC is a UFO. Avoid at all costs.

I regretfully signed DSL services with Acacanc. The services was terrible. I had to call them many, many times for the unstable connection. Every time, they just argued it is the phone line problem with Bell.

Anyway, it is time for not renewing the contract with Acacnac. I wrote email to their billing department and asked the instruction about how to return the modem. After several round of email, I finally got a one line response reluctantly:
"The cost of the shipping is up to you".
When I sign the contract, the Acanac person never told me that the customer should pay for returning their modem. They even charged me a $50 deposit for the modem and promised that this money would return to my credit card once I return the modem. Now, they silently changed their words in the FAQ section. Saying :
"Due to theft of devices we are now charging $49.95 Canadian for all DSL modems. Once your service is terminated Acanac may choose to buy back the modem at the same price. There is no obligation to purchase the hardware from our customers."
Fortunately, I have all the copy of their web page when I sign the contract. Based on that, I wrote another email reminding them to honor the contract. But this time, the manager of their retention department, who communicates with me about the this matter, simply disappeared.
Anyway, if they really want to breach the contract, I would be very happen bring them to the court.

We were with Acanac internet provider since October 2007. At the very beginning we experienced very poor service and wanted to cancel. Instead of a refund we were offered a 3 free month of service for the inconvenience. Because our service was extended for another 3 month we were expecting it to expire in January. Instead, we got charged double of the first year without previous notice or our consent or authorization in October.

Now I am trying to get a refund but the company's billing department is hiding behind emails and is not giving our money back. Instead they are sending us pointless emails with advise to shop around and see that they are still the best service providers for the money. We were charged over $400 from our credit card and they are dragging it on for almost a month now and still nothing was done.

I don't know what to do at this point but thinking to take this crooks to court and then see what happens. I wish that there would be a government service of some sort like Human Rights or Labour Department but for consumers protection that could tighten the rope around the company's neck so they don't cheat any more people.