$19 (+ tax) a month for High Speed Internet 5mb unlimited downloads (Acanac) [Archive] - Page 3

mystery

Jul 7th, 2009, 09:42 PM

How is it a conflict of interest for me to come here and say that I am a happy customer, and that I have been since day one, way before I got my first referral? And that each and every referral I got is also very satisfied with the service?
It's very easy to ***** and moan, but you don't usually hear from the ppl who are happy with the service. I'm just trying to show potential customers that some people are getting good service. Am I not allowed to do so without being attacked? What's the point of stating that I am promoting the company and I am in conflict of interest, which btw is a nonsense in that case since I am only referring to my own personal experience.
Everyone is entitled to share their own experience, I would ask you to respect that.

Dgege,

I appreciate your feedback. I totally agree that everyone is entitled to share their own experiences and have their own opinions.

I have always been a proponent of free speech and differing opinions.

The reason why I and maybe others are dismayed with some of what's happening in this thread is because of comments like this which tries to close up open discussion of options:

Feel free to go to Teksavvy, 3web or whatever. But why, if I may ask are you guys PROMOTING the competition in an Acanac thread?

Create another one entitled: 3Web, XXX dollars a month plus tax and work it from there.

Create another for Teksavvy.

You love them so much? Go to that thread and enjoy your mutual admiration society. And please, don't come here and try to convince the others who are probably already Acanac subscribers about just how wonderful you have it over there.

Since when is discussing options to Acanac require a separate thread? No ISP is everything to everyone. Each has their pro's and con's, yet fredsmith wants to silence us and keep this an Acanac 'promotion' thread.

So maybe you'd like Imelda to come over with a spool of wire?

It might not even be a line problem. It could be a modem issue. It could also be a router issue. You might have a bad network cable. None of that stuff is Bell's to deal with.

Look. I know that the feeling of being powerless can be overwhelming. But my suggestion is to contact their support people and slowly and pleasantly ask them what it takes to get things fixed and how long it be at the outside. Then ask for an adjustment to your account to reflect the inconvenience you've been and continue to suffer.

The above was his response to some desperate user trying to contact Imelda because (at that time) he was unable to get a stable connection for over a week (in the end it was at least over two weeks and we never found out if his problem was resolved); Instead of being incensed with an ISP who has dragged its feet in not resolving a user's long-standing connection problem, he defends them.

Don't you have better things to do than count up posts in a thread?

My motivation is to protect the world from idiots like you who come into threads like this and spout all sorts of garbage when they have no clue about the subject in question.

You are one, there are others; Some who couldn't get responses from support (becuse they were dumping the e-mails into their spam boxes and weren't checking - but to take the time to complain? Absolutely. To apologise? never.

No one ever comes back to say how they were wrong (I have stood corrected once or twice), but most of the loudest complainers simply seem to fade away or they try to attack my integrity (you would be one of those). And, would it be so terrible if I DID work for Acanac? But I don't.

As it happens Imelda isn't very technical and her replies are often, well, a bit wishy washy so I'll often jump in with an answer of my own either in addition to something she's said or before she replies. Either way the readers get the whole tory . . . and you have a problem with this?

You and a couple of the others have very weird ideas and someone who understands the technology has to be the counterpoint. I've elected myself.

My response to which he could never reply, but instead chooses to obfuscate obfuscate obfuscate:

I would like you to quote any 'garbage' you claim I have posted.

I will happily quote the weird things you have posted here if you want and my response.

And I wasn't the one counting your inordinate number of posts. Someone else has done so for all of us.

Facts speak for themselves. Quote us to back up your generalities.

fredsmith_acanac indeed!

By the way the only thing I called him before he called me 'DUMB AS A STUMP', was fredsmith_acanac. Supposedly it doesn't bother him because he says it isn't true.

Oh, and just because I provide a link from this thread to another one concerning 'Acanac Renewal' issues in order too share RELEVANT information, he has the nerve to post on there somehow saying by doing so I am doing something wrong by 'stirring the pot'.

User Mystery, as part of his policy of stirring the pot posted a link to this thread that I had not noticed. I see where he has also stirred the pot here.

I won't bother quoting the latest posts as you can easily read those if you wish.

Now after this post, what you will probably see is fredsmith's typical response: a lengthy generalized post with broad statements and nothing to back it up, misleading statements, and then trying to deflect the points on different tangents.

People here are not dumb and remember, so while I applaud your sympathy for him, you should read some of these posts in order to get the big picture and understand the frustration that some of us have.

signup

Jul 7th, 2009, 10:42 PM

I think the best person to answer in Acanac queries is their rep not the Sheman (Fredsmith) one sided, he's just making this thread long and not very informative. That's why people here is ganging up on him because he is just soooooooooooooooooooooo annoying.

rdx

Jul 7th, 2009, 10:44 PM

I have been using Acanac since June 26, so far so good.

Just tested the speed two mins ago and got 4.98 Mb !!!

http://www.speedtest.net/result/512544764.png

But don't understand when I checked 5 mins ago, it was 3.14 Mb (Note: the last 10 times I checked in the last week was over 4.5 Mb). Maybe it is due to the wireless signal from my router.

http://www.speedtest.net/result/512544165.png

fredsmith

Jul 7th, 2009, 10:52 PM

has anyone tried voip on acanac line

I have a VOIP line from Acanac that I have had for the past two years and use as a spare line at home with an ATA and take with me when I travel.

When I travel I access the service using a softphone on one of my laptops, over either hotel or business partner LANs. I've also used it over commercial WiFi connections and even over 3G cellular networks.

Acanac resells someone else's service - the price is as good as it gets for what they deliver - a lot like their internet service.

When VOIP works, it works perfectly. You could not tell that the call was IP-based. You get full call display, call waiting, call forwarding, voicemail (which can be delivered to your e-mail inbox (which is how I use it), 3 way calling and a lot more.

But when there is congestion, the voice quality can degrade badly and calls can (and some will) be dropped.

And, not that I'm suggesting that it always has issues, but there are enough problems that you will be excusing yourself to your callers from time to time.

This isn't just an Acanac issue, but one related to all hosted VOIP - when the going gets tough, the connection dies.

I appreciate that I can get local calls direct to my hotel room when I travel and that I can call out to anywhere in North America included with the service from literally anywhere in the world, but I would not dump my POTS line . . . for reliability conventional analog telephony has it head-and-shoulders over VOIP technology and over virtually any of the other alternatives, such as cable telephony or 3G wireless services.

fredsmith

Jul 7th, 2009, 10:55 PM

I have been using Acanac since June 26, so far so good.

Just tested the speed two mins ago and got 4.98 Mb !!!

But don't understand when I checked 5 mins ago, it was 3.14 Mb (Note: the last 10 times I checked in the last week was over 4.5 Mb). Maybe it is due to the wireless signal from my router.

If you really want to properly check your connection plug directly into your router and use Acanac's internal speed test - that eliminates many of the variables.

Acanac's speed test can be found at:

http://www.acanac.ca/speedtest/

sf1

Jul 7th, 2009, 11:00 PM

Ok here's my unbias feedback for Acanac,
I used it in year 2007 thanks to RFD because it was cheap
it wasn't bad at all,
only time was bad when they were giving out free trials on RFD, i got a lot of disconnects and slowness.
but after that I was getting the same speed as bell or teksavvy, zero disconnect, although latency from speedtest.net was a bit higher.

on the cancelling part, well I knew my 1 year contract was about to expire, I am a safe person so I emailed their support 60 days ahead of time, they offered me something like $25.xx a month for 2 years, but I said no because I don't want to lock in for 2 years and i dont have any referral. So they didn't do the automatic renewal for me and it was cancelled, no string attached.

I know some of you are having tough times with Acanac, but I was one lucky and happy customer. I am in Markham area if that makes any difference.
I wished they could have offered me the same $18.95 to have me stay for 2 years, but I know they were doing it below their cost so no complain.

mech9t5

Jul 8th, 2009, 10:35 AM

ItemFinder

Jul 8th, 2009, 10:44 AM

What happens if I'm nearing the end of my discounted year one, and decide to let another member of my household sign-up for the promotion. Is there any negative consequence to that?

mech9t5

Jul 8th, 2009, 10:56 AM

So?

Are you still with Acanac? What line rate are you running these days?

there you go attacking me when you either have no clue or are just choosing to ignore facts. just as you did the first time around. When people are sharing their bad experience with Acanac it is referred to as "whining" or "complaining".

The reason why people don't like your posts is simply because you automatically assume it is the customer who has the problem. That is EXACTLY how Acanac treats their customers when you need help.

In case you didn't know, people don't like that.

And of course I am not with Acanac. They are garbage. They are the worst provider I have been with. Why would I continue with Acanac if they have poor customer service, poor speeds, and frequent disconnects and downtime?

It isn't even cheap after the promo. $34 a month paid 1 year in advance plus $8 a month for dry loop (also paid 1 year in advance) is not cheap especially with such poor service. I have never paid more than $40 for internet and I don't intend to start now with Acanac.

dgege

Jul 8th, 2009, 11:53 AM

did i say you can't share your own experience? I said your opinion is BIASED because of a conflict of interest. You have something to gain by posting a positive experience.

People who share a good experience and do not have anything to gain has a more valuable opinion.

You're basing the fact that my opinion is biased on the fact that I have gotten free internet. But if you review this thread, you will see that I have already stated my positive experience way before I even got close to 10 referrals. And I'm just restating it.

mocha'n'me

Jul 8th, 2009, 12:15 PM

Imelda_Acanac

Jul 8th, 2009, 01:06 PM

The first year discounted deal is only available
once per customer/household using the same
address, phone number, credit card, although
there are customers who have more than one
location with each address getting the promo deal
at the same time.

Imelda O. Suzara
Acanac Rep

What happens if I'm nearing the end of my discounted year one, and decide to let another member of my household sign-up for the promotion. Is there any negative consequence to that?

sklm

Jul 8th, 2009, 04:32 PM

Now if only I could find a way to avoid bell or cogeco for cable services.Have you considered over-the-air antenna?.. It provides even better HDTV than cable. Although, choice of free HD channels is limited, of course. But I am getting 14 HD, even at my unfortunate north-oriented location, and this is essentially the same as Rogers HDTV package.

Back on the topic though... Question for Acanac users/reps. If I wanted to get Naked DSL, would I absolutely have got to buy modem from Acanac? Because $50 seems to be a wee too much, can get it for significantly less elsewhere...

mystery

Jul 8th, 2009, 04:41 PM

I'm not an Acanac user, but you can use any DSL modem that works with an Ontario ISP.

ketchudj

Jul 8th, 2009, 09:45 PM

I've only had acanac for a couple of months but only have positive things to say. I don't have anything to gain or lose by posting my opinion. I think the current deal for the first year is great.

When I get closer to the end of my first year I will check out the other options. And yes, I will inform acanac well ahead of time if I chose to switch. There is many options available. I am happy I chose acanac this time around. It's a great escape from bell services. Now if only I could find a way to avoid bell or cogeco for cable services.

Those people that have received enough referrals for free internet for life are lucky. I'm glad I could help another person out by giving them my referral.

I'm also seriously considering adding acanac phone service.

Do try their $19 per month deal, you really can't beat it, but don't expect any support. Also don't expect that if you are stupid enough to continue on with them, that they will let you cancel during the next year term.

The phone service is bad- I had tons of connection problems. I then tried to cancel it after 6 months (never got around to it but didn't use it) and they told me I owed THEM money. Well to be precise, first they told me I would get a partial refund, and then the renigged and told me I would have to pay them to cancel. I don't have the 2-3 hours to wait on the phone to get this sorted out, and they are not responding to emails anymore.

Try the internet for a year, then switch to techsavvy.

Totoriko

Jul 8th, 2009, 10:28 PM

Another update from me:

I keep getting disconnections on a regularly basis. The modem just lose connection at random times, maybe 2-3 times a day, maybe more since I'm not at home all day.

I contacted support and they say my sync speed are too high and can cause DSL to be unstable. They want to send someone over. When I asked to what speed my downstream will be lowered to, I got no reply (twice). Things were fine in the first month, rarely got disconnects. Now I have to reset my modem at least twice a day. Very annoying to say the least.

jamewoong

Jul 9th, 2009, 08:25 AM

Fergless

Jul 9th, 2009, 11:13 AM

Just wanted to say hello to Imelda and all you Acanamaniacs.
Hope you're all having a great Summer. Enjoy.

signup

Jul 9th, 2009, 12:47 PM

Imelda_Acanac

Jul 9th, 2009, 01:07 PM

Acanac does have customer service using various media:
online contact form, email, live phone, online forums,
and store and head office, with a repair ticketing system.
Most customers accounts after the initial setup require
feedback, usually initiated by the customer for speed and
connection, because even if staff sees the statistics in
profiles of customers in Portal, we still have to confirm
with customer what they are getting on their end at home
to troubleshoot correctly. Thus the complaints of customers
actually helps us know what is going on in their homes.
Techs of Bell for the line/hardware and Acanac for
the diagnosis/software read or listen to customer complaints
and analyze their profiles in Portal and home setup to find out the
problem and possible solution. It can take a few repair tickets before
the best profile for speeds and connection is found for each customer's
location. If no technical solution is found, then customers cancel
and Acanac loses money. Thus, complaints are taken seriously.
But as Paul Louro, President of Acanac said 'The main difference
is that we setup more orders than they do so it looks a bit worse.
We setup more new accounts in one day than most of our
competitors do in 6 months.'

Imelda O. Suzara
Acanac Rep

there you go attacking me when you either have no clue or are just choosing to ignore facts. just as you did the first time around. When people are sharing their bad experience with Acanac it is referred to as "whining" or "complaining".

The reason why people don't like your posts is simply because you automatically assume it is the customer who has the problem. That is EXACTLY how Acanac treats their customers when you need help.

In case you didn't know, people don't like that.

And of course I am not with Acanac. They are garbage. They are the worst provider I have been with. Why would I continue with Acanac if they have poor customer service, poor speeds, and frequent disconnects and downtime?

It isn't even cheap after the promo. $34 a month paid 1 year in advance plus $8 a month for dry loop (also paid 1 year in advance) is not cheap especially with such poor service. I have never paid more than $40 for internet and I don't intend to start now with Acanac.

Imelda_Acanac

Jul 9th, 2009, 01:27 PM

ashomar

Jul 9th, 2009, 01:50 PM

same here... weird is no problem occurs when i was with BELL. so the problem is ACANAC's fault and not BELL.

Same here, I emailed Acanac Technical Support and they contacted Bell to check my line. I still have to reset the meoded but not as often as it used to be. This never happened when I was with Bell.

mystery

Jul 9th, 2009, 01:51 PM

Acanac does have customer service using various media:
online contact form, email, live phone, online forums,
and store and head office, with a repair ticketing system.
Most customers accounts after the initial setup require
feedback, usually initiated by the customer for speed and
connection, because even if staff sees the statistics in
profiles of customers in Portal, we still have to confirm
with customer what they are getting on their end at home
to troubleshoot correctly. Thus the complaints of customers
actually helps us know what is going on in their homes.
Techs of Bell for the line/hardware and Acanac for
the diagnosis/software read or listen to customer complaints
and analyze their profiles in Portal and home setup to find out the
problem and possible solution. It can take a few repair tickets before
the best profile for speeds and connection is found for each customer's
location. If no technical solution is found, then customers cancel
and Acanac loses money. Thus, complaints are taken seriously.
But as Paul Louro, President of Acanac said 'The main difference
is that we setup more orders than they do so it looks a bit worse.
We setup more new accounts in one day than most of our
competitors do in 6 months.'

Imelda O. Suzara
Acanac Rep

Unfortunately live phone support is only available as follows per Acanac web-site:

DSL Phone Support :
Mon-Fri 9am-12am
1-866-281-3538

This leaves out 12 am - 9 am weekdays, and all of the week-end.

If you cannot even get a connection and don't have backup internet, how are you supposed to send an e-mail support message?

One could be down for the whole week-end before anyone at Acanac even starts to look at the problem.

Imelda_Acanac

Jul 9th, 2009, 02:08 PM

Customers can buy other modems and configure
themselves. Some are posted in the community
forum https://community.acanac.com/acanac/viewforum.php?f=9 .
Acanac sells and supports (live phone technical) the
Lynx210 and Aztech600EU and preconfigure to simply plug in
plus it can be bought back if you cancel, but without obligation.

Imelda O. Suzara
Acanac Rep

Have you considered over-the-air antenna?.. It provides even better HDTV than cable. Although, choice of free HD channels is limited, of course. But I am getting 14 HD, even at my unfortunate north-oriented location, and this is essentially the same as Rogers HDTV package.

Back on the topic though... Question for Acanac users/reps. If I wanted to get Naked DSL, would I absolutely have got to buy modem from Acanac? Because $50 seems to be a wee too much, can get it for significantly less elsewhere...

spong

Jul 9th, 2009, 02:39 PM

Unfortunately live phone support is only available as follows per Acanac web-site:

DSL Phone Support :
Mon-Fri 9am-12am
1-866-281-3538

This leaves out 12 am - 9 am weekdays, and all of the week-end.

If you cannot even get a connection and don't have backup internet, how are you supposed to send an e-mail support message?

One could be down for the whole week-end before anyone at Acanac even starts to look at the problem.

+1: Happened to me 3 or 4 times last year

mech9t5

Jul 9th, 2009, 03:53 PM

I understand you work for Acanac and have an obligation to defend them. And I'm sure there are customers who have had positive experiences. My problem is people like fredsmith who tell me I'm the problem when I post my experience.

I've called many times and opened many tickets about poor performance. I got slow speeds around 1Mbit down and 5kBits up very often and ping times were 150 to 200ms regularly. At that point I was happy when I got 2Mbit down and 300kBits up. My issues were never resolved. The problem was always with my equipment (router, modem, computer, inside wiring, etc) or Bell.

After about 4 or 5 calls, I was told by Acanac "customer service" that they could no longer troubleshoot my issue without sending a Bell tech to my premises but if there was no problem on site I would be charged $75. I told them no way I was paying $75 especially since I KNEW nothing was wrong on my side. The response from Acanac was basically there was nothing they could do.

At the second location where I had Acanac installed, speeds were decent but there were frequent drops and downtimes.

I simply stopped calling because I gave up. I decided to wait out my year and quit. Which is exactly what I did.

When it came time to cancel, it took them 10 days to finally agree to cancel my account after a lot of back and forth about why I want to cancel. At one point, I just told them to "just do it" (paraphrased). The ticket was ignored for 3 days until I sent another message. Luckily I did it 2 weeks in advance. But despite having canceled in advance and having a confirmation that auto renew was removed, I received an invoice for $407.40 + $96!! Luckily my credit card on their file had expired and Acanac couldn't get my money.

Terrible.

Acanac does have customer service using various media:
online contact form, email, live phone, online forums,
and store and head office, with a repair ticketing system.
Most customers accounts after the initial setup require
feedback, usually initiated by the customer for speed and
connection, because even if staff sees the statistics in
profiles of customers in Portal, we still have to confirm
with customer what they are getting on their end at home
to troubleshoot correctly. Thus the complaints of customers
actually helps us know what is going on in their homes.
Techs of Bell for the line/hardware and Acanac for
the diagnosis/software read or listen to customer complaints
and analyze their profiles in Portal and home setup to find out the
problem and possible solution. It can take a few repair tickets before
the best profile for speeds and connection is found for each customer's
location. If no technical solution is found, then customers cancel
and Acanac loses money. Thus, complaints are taken seriously.
But as Paul Louro, President of Acanac said 'The main difference
is that we setup more orders than they do so it looks a bit worse.
We setup more new accounts in one day than most of our
competitors do in 6 months.'

Imelda O. Suzara
Acanac Rep

jamewoong

Jul 9th, 2009, 04:27 PM

For customers getting over 5M+ on the line, it can become
unstable and disconnect but it also depends on your home
setup, other equipment you use such as router and the
configuration and setup with the modem and computer.
Have you tried an internet optimizer to improve connection
http://www.speedguide.net/downloads.php ?
If you need a repair ticket, feel free to pm me again
with your home setup.

Imelda O. Suzara
Acanac Rep
i don't think this is a sincere answer.

- bell guy comes and no problem on the line
- could be acanac modem, but ur the one that send it to us, how can u blame on ur own equipment?
- optimizer, no way! because of that, i have to restart once / week because of winsock error...

this is the reason why there are so much acanac hater... acanac runs for several year and u guys don't even find a way to cut some problem down... instead of investing in technology, u recrute staffs to answer people problem and make the case even worse... dont care after all. giving Acanac a name to beat other concurence is way better... >_>

now, SAME crappy problem keep on and on...

signup

Jul 9th, 2009, 05:15 PM

i don't think this is a sincere answer.

- bell guy comes and no problem on the line
- could be acanac modem, but ur the one that send it to us, how can u blame on ur own equipment?
- optimizer, no way! because of that, i have to restart once / week because of winsock error...

this is the reason why there are so much acanac hater... acanac runs for several year and u guys don't even find a way to cut some problem down... instead of investing in technology, u recrute staffs to answer people problem and make the case even worse... dont care after all. giving Acanac a name to beat other concurence is way better... >_>

now, SAME crappy problem keep on and on...

That's why I bought a TPLink 8816 because I thought their supply modem has a problem but the outcome still the same needs to reset my new modem ounce in a while. PC connected directly to modem and don't have any router...so I can confirm that it's their line is not stable.

Mootso

Jul 9th, 2009, 05:45 PM

My speed test results with Acanac:

http://www.speedtest.net/result/513985887.png (http://www.speedtest.net)

I've been with Acanac for almost a year now (time to try and re-negotiate my contract). I think my DSL has gone out once for a few hours. One day I had multiple disconnects. Otherwise the service has been good.

Can Bell or Teksavvy beat Acanac's $33.95 per month price? It would be great if I could pay around $25 per month.

rdx

Jul 11th, 2009, 10:10 AM

I just tested the speed and got 5.03. But, I got 3.xx a couple days ago. Just wondering why the speed frustrates.

http://www.speedtest.net/result/515156653.png (http://www.speedtest.net)

Sergio

Jul 11th, 2009, 10:28 AM

In Quebec, Bell is promoting 24.95+wireless modem (3.95)+taxes.

I just did the update from Bell basic DSL to Bell Performance. I also get 60Gb of limit per month.

Take care..
Sergio

Can Bell or Teksavvy beat Acanac's $33.95 per month price? It would be great if I could pay around $25 per month.

Tonberry

Jul 11th, 2009, 10:32 AM

Just have it work with my own modem. Not 5M but I am satisfied enough. No disconnect for now...

http://www.speedtest.net/result/515169842.png (http://www.speedtest.net)

Imelda_Acanac

Jul 11th, 2009, 03:17 PM

Speed tests can fluctuate depending on
time of day taken, its server, what it
tests for, browser used, etc.

Online Speed Tests
If you want to check on your own, try these:
1) go to http://192.168.1.1 , use 'admin', 'admin',
click on Status, Modem Status, read your
Up and Down speeds.
2) go to http://www.acanac.ca/speedtest/
3) go to http://speedtest.net/

The first test is for the modem speeds
and is the closest one to speeds we see in Portal.
1) My modem speeds 5056/800.
2) Acanac speed test
Download Speed: 83855 kbps (10481.9 KB/sec transfer rate)
Upload Speed: 19378 kbps (2422.3 KB/sec transfer rate)
3) Speedtest
http://www.speedtest.net/result/515328138.png (http://www.speedtest.net)
I am using the staff's network browser which is even
faster the customers network browser /free online pc
speeds, but notice how my modem speed is only has 5M
but my browser speed is faster using Acanac's fiber optic
network (plus I have a wireless Airport Express router
attached to the Lynx210 modem)!

Imelda O. Suzara
Acanac Rep

I just tested the speed and got 5.03. But, I got 3.xx a couple days ago. Just wondering why the speed frustrates.

http://www.speedtest.net/result/515156653.png (http://www.speedtest.net)

Imelda_Acanac

Jul 11th, 2009, 03:39 PM

Even Bell advises rebooting (power off/on, not reset) modems
once a month for maintenance. Speed and connection have
various factors and modem, router and computer have to be
configured correctly with the line so that each setup is at its
best possible profile.
Read Bell website on modem reboot
http://internet.bell.ca/index.cfm?method=content.view&category_id=612&content_id=7813

Last week, I had a problem where websites were not
loading but Portal and the modem tests were showing
connection and 5M speed. I rebooted my modem and mac
which solved it. It was probably data congestion or
a disconnection between my modem and computer
communication.

Imelda O. Suzara
Acanac Rep

i don't think this is a sincere answer.

- bell guy comes and no problem on the line
- could be acanac modem, but ur the one that send it to us, how can u blame on ur own equipment?
- optimizer, no way! because of that, i have to restart once / week because of winsock error...

this is the reason why there are so much acanac hater... acanac runs for several year and u guys don't even find a way to cut some problem down... instead of investing in technology, u recrute staffs to answer people problem and make the case even worse... dont care after all. giving Acanac a name to beat other concurence is way better... >_>

now, SAME crappy problem keep on and on...

Imelda_Acanac

Jul 12th, 2009, 08:46 AM

I forwarded this concern over phone support being needed
when there is no internet connection on the weekends.
Paul Louro replied as below
'It's in the works, however we need to make sure we have enough reps to
fully support the call volume. In some ways it would cause more problems
having long wait times than no service. ( At least from a customers
perspective.)

Realistically we would need at least 10 reps for each of the two
shifts. That's a total of 20 staff members for the two days. It's do
able, however it will take a bit more time. Once our phone support
staff reaches about 100 it would be more feasible.'

Thank you for this valid suggestion to make Acanac serve customers
better and more competitive, since its customer base is growing.

Imelda O. Suzara
Acanac Rep

Unfortunately live phone support is only available as follows per Acanac web-site:

DSL Phone Support :
Mon-Fri 9am-12am
1-866-281-3538

This leaves out 12 am - 9 am weekdays, and all of the week-end.

If you cannot even get a connection and don't have backup internet, how are you supposed to send an e-mail support message?

One could be down for the whole week-end before anyone at Acanac even starts to look at the problem.

Imelda_Acanac

Jul 12th, 2009, 09:09 AM

Acanac has a Customer Referral Program where existing customers
in good standing can refer over new customers and get free months
of internet extending their renewal dates. By the 10th new customer
who stays past the first 30 days, you get internet free for life!
No other competitors offer such a life-time free internet for referrals.
It beats having to pay for it if you can get it FREE.
Since you are getting 5M, it should be easy for you to convince others,
plus it is the cheapest price for DSL internet for a year.

Imelda O. Suzara
Acanac Rep

My speed test results with Acanac:

http://www.speedtest.net/result/513985887.png (http://www.speedtest.net)

I've been with Acanac for almost a year now (time to try and re-negotiate my contract). I think my DSL has gone out once for a few hours. One day I had multiple disconnects. Otherwise the service has been good.

Can Bell or Teksavvy beat Acanac's $33.95 per month price? It would be great if I could pay around $25 per month.

CozmikDebris

Jul 12th, 2009, 05:39 PM

My Videotron contract expires in Aug. and I would love to rid myself of this POS company but do not have a land-line. If I wanted this deal would I have to get one or can I just use the wiring without having a Bell account? No way I'm getting one if I need to and will stick with Videotron if need be. But I don't want to....

I hate Videotron as much as anyone hates Bell, which I don't have a problem with.

Imelda_Acanac

Jul 13th, 2009, 11:37 AM

The line technology used for internet is different as Videotron
uses cable lines and Acanac uses phone lines of Bell. To
have DSL internet with Acanac, you need either an active phone
(wet loop) or no dial tone (dry loop) which is use of the line
at an extra $8 month or $96 year, plus DSL costs.

Videotron offers speeds up to 7M at $51.95 for a year subsciption
http://www.videotron.com/service/internet-services/internet-access/high-speed-internet
and Acanac up to 5M unlimited at $18.95 for 1st year subscription
($33.95/m next year) http://acanac.ca/DSL-feature.htm .

Imelda O. Suzara
Acanac Rep

My Videotron contract expires in Aug. and I would love to rid myself of this POS company but do not have a land-line. If I wanted this deal would I have to get one or can I just use the wiring without having a Bell account? No way I'm getting one if I need to and will stick with Videotron if need be. But I don't want to....

I hate Videotron as much as anyone hates Bell, which I don't have a problem with.

johngeush

Jul 13th, 2009, 12:34 PM

one thing you should know about dsl modem is after a power outage, or if the power was not stable (flash)

you should reboot your modem, because if you do not after a few day or hours, the modem can have problem connecting, it may disconnect sometime or not connect at all.

I work part time as tech support as a secondary job for a phone compagny who does dsl on their line and bell lines (not acanac, nor bell)...

also alot of thing can degrade a dsl signal unlike cable.

1) number of equipement connected in the phone line witout filter, everything except the modem must have a filter (including phone, fax and bell express/starchoice connected in the phone line, and in some case alarm system (but sometimes it cause problem with the alarm system, better check with the compagny of the alarm system))

2) the cable between the modem and the phone plug, it must be shorter than 10 feet, phone cable are cheap and can have problem with internet signal. the in wall phone cable are normally better quality (round cable), if your computer is not near a phone plug, you can always use a longer rg45 cable from the modem to your computer. a rg45 cable can be up to 100 meters witout any problem

3) you can also try another wall phone plug, the one you use can have "vert de gris" in it (dont know the word in english)

4) you can also test at the phone entry of your house (normally thats where all the phone plug in your house start) its near the breaker box, sometimes you have a phone plug where you can connect your modem

5) distance from the central will have an effect, if you have more than 5 km of cable from the central you wont be able to reach the limit.

I'm not saying the problem is from your end it could from acanac end or bell, but best put all the chance on your side.

sorry for the english but french is my primary langage

mjdavila

Jul 13th, 2009, 01:24 PM

okay.. so i thought id give dsl a try.. ive been with rogers for 10+ years and i love cable internet, the speed and reliability and constant speeds and zero throttling at all.. only problem is the stupid caps and the price keeps bumping.. (was paying around 55$ after tax (inc discounts)

so i switch to acanac...

install was easy and FAST.. i got my modem in like 2 days and it was working as soon as i plugged it in. the only issue is the speed... according to bell im only 1km from the CO.

but i've never gotten more than 2.5Mbps.. horrible! sometimes it seems even worse.. like dialup speed... like i said.. live close to the CO (one block away) i live in a 2year old condo... have filters on all my phones.. and have tested my modem at the demarkation point in my suite..

here's my speedtest:

http://www.speedtest.net/result/516552927.png (http://www.speedtest.net)

thats awful! why pay for internet? i might as well use teathering on my iphone.. its sad when my iphones almost faster than my 'high speed'...

anyway... nothing to say bad about acanac... its more just dsl.. not consistent and unrealiable.. my dsl has dropped many times as well...

bell's come to look at my line.. they say its perfectly fine in and out of my building.. they even swapped my port.. then are mystified at why my speeds suck...

so.. pretty much im screwed... dsl just wont be an option and im stuck with robbers again...

to say the least im disappointed.. at least one the good side rogers has a 3 months free promo with no contract and free modem and 50credit... also i miss getting speeds of 10MB/s constantly (yes upper case B) so... we'll see what happens..

Glories of Rogers:
http://www.speedtest.net/result/500359525.png (http://www.speedtest.net)

diverdown

Jul 13th, 2009, 02:12 PM

mjdavila,

Give it a week and you should hopefully see the speeds increase.

Note that the default test server that you used for your test is located in Montreal, QC. This will change to Toronto, Ontario once things are normalized on your network.

I changed from Cogeco to Acanac and although I am not getting the 10 MB/s I had previously with Cogeco, it it consistently above 4.2 MB/s which for me is fine (I mean seriously it is very rare to actually be able to download something at 10MB/s even if you have the connection).

Also, Acanac support appears to be responsive. Just give them a call and they may be able to help.

Good luck!!!

okay.. so i thought id give dsl a try.. ive been with rogers for 10+ years and i love cable internet, the speed and reliability and constant speeds and zero throttling at all.. only problem is the stupid caps and the price keeps bumping.. (was paying around 55$ after tax (inc discounts)

so i switch to acanac...

install was easy and FAST.. i got my modem in like 2 days and it was working as soon as i plugged it in. the only issue is the speed... according to bell im only 1km from the CO.

but i've never gotten more than 2.5Mbps.. horrible! sometimes it seems even worse.. like dialup speed... like i said.. live close to the CO (one block away) i live in a 2year old condo... have filters on all my phones.. and have tested my modem at the demarkation point in my suite..

here's my speedtest:

http://www.speedtest.net/result/516552927.png (http://www.speedtest.net)

thats awful! why pay for internet? i might as well use teathering on my iphone.. its sad when my iphones almost faster than my 'high speed'...

anyway... nothing to say bad about acanac... its more just dsl.. not consistent and unrealiable.. my dsl has dropped many times as well...

bell's come to look at my line.. they say its perfectly fine in and out of my building.. they even swapped my port.. then are mystified at why my speeds suck...

so.. pretty much im screwed... dsl just wont be an option and im stuck with robbers again...

to say the least im disappointed.. at least one the good side rogers has a 3 months free promo with no contract and free modem and 50credit... also i miss getting speeds of 10MB/s constantly (yes upper case B) so... we'll see what happens..

Glories of Rogers:
http://www.speedtest.net/result/500359525.png (http://www.speedtest.net)

Imelda_Acanac

Jul 13th, 2009, 04:06 PM

For activation and problems with the phone line � Acanac techs
open repair tickets for visits and checking by Bell techs
as per Bruce list below in Acanac's ticketing system:
Valid ticket Problem types are:
- Test@Test Failed
- No Sync
- Raise Profile
- Inter Sync
- Slow Speed
- Packet loss
- Mapping

For troubleshooting customers setup -- Acanac techs with
customers cooperation figure out the best setup for modem
and equipment, their order and configuration and diagnose
problems using Bell Portal and customers testing.

Sometimes it takes several tickets, tech calls and tech visits
to solve these connection and speed problems.

Imelda O. Suzara
Acanac Rep

mjdavila

Jul 13th, 2009, 05:11 PM

tebore

Jul 13th, 2009, 08:26 PM

For some reason my speeds on the montreal server are faster than the toronto one:

http://www.speedtest.net/result/516712665.png (http://www.speedtest.net)

but i've dealt with acanac support and bell techs twice.. from what the last bell tech told me - it sounds like theres no further action they can do...

and it's been about 2 weeks.. still nothing over 2.5..

I would try testing with the NYC or Chicago(seems to be gone) servers. I noticed that at certain times the QC and ON servers would display some kind of traffic shaping. It would start at nearly 6mbps then drop to 1.5-2.5 and hold steady.

j0nny

Jul 14th, 2009, 05:27 PM

If I had another bell reseller supply me with dsl that
should mean that I would be able to use acanac right?
Turns out not so, there isn't dsl availability in my
neighbourhood (which is pretty new), what's the deal with this
I'm just confused and do not want to be paying 50 bucks for rogers.

frostamove

Jul 14th, 2009, 06:17 PM

Can someone fill me in? Sorry, too lazy to read the thread.

1. Do I have to buy a DSL modem?
2. Do you have to pay yearly?
3. Is the speed consistent? Especially the upload.

Thanks.

Imelda_Acanac

Jul 14th, 2009, 09:26 PM

If you pm me your name and number, I can
check in Bell Portal to see if Acanac serves
your location and what speeds are available.

Imelda O. Suzara
Acanac Rep

If I had another bell reseller supply me with dsl that
should mean that I would be able to use acanac right?
Turns out not so, there isn't dsl availability in my
neighbourhood (which is pretty new), what's the deal with this
I'm just confused and do not want to be paying 50 bucks for rogers.

Imelda_Acanac

Jul 14th, 2009, 09:40 PM

Here are the answers:
1. You do need a DSL modem and Acanac sells and
supports equipment it sells at $49.95 which can be
sold back if you cancel but without obligation. Or you
can buy one elsewhere.
2. The cheapest promo deal is the first year prepaid
but you can buy shorter terms: month, 3 mth, 6mth
http://acanac.ca/DSL-Terms.htm.
3. Depending on location setup configuration, line
quality, inside wiring, modem, profile, etc. the connection
can be stable. Upload speeds are up to 800Kb but
download up to 5M. We also have a faster fiber optic
network and SSH tunnel.

Imelda O. Suzara
Acanac Rep

Can someone fill me in? Sorry, too lazy to read the thread.

1. Do I have to buy a DSL modem?
2. Do you have to pay yearly?
3. Is the speed consistent? Especially the upload.

Thanks.

Thundercloud

Jul 15th, 2009, 07:50 PM

salchamp

Jul 15th, 2009, 08:13 PM

I live in Richmond Hill...been with Acanac for 4 weeks in think....but the speed has been constant at 5Mbps:

http://www.speedtest.net/result/518319294.png (http://www.speedtest.net)

Imelda_Acanac

Jul 16th, 2009, 09:52 AM

Acanac prices are prepaid and dependent on the term chosen
by customers. Most new customers choose the prepaid yearly
term because of the ongoing promotional discounted deal of
$18.95 month which is $227.40 prepaid for the year. For those
who chose monthly, the regular price is $39.95. Some try it
then upgrade to the yearly term to get a better discount.
All prices include taxes and no installation fees.
If you are getting 6M, that is more than the average 5M
for residential speeds! Plus access to our faster fiber optic network
with free online pc and SSH tunnel are not offered by other ISPs.

Imelda O. Suzara
Acanac Rep

I really wish Acanac would be more transparent about their pricing.

This page: http://acanac.ca/DSL.html shows that the regular price is $33.95.
And this page: http://acanac.ca/DSL-feature.htm also shows the regular price is $33.95 / month. No * or anything. And users have to go to http://acanac.ca/DSL-Terms.htm to see the full price.

So I was pretty suprised when the bill came to $39.95 + $8 dry loop fee.

I will be switching provider immediately. It's a shame because I get 6 MB speed and I liked the virtual PC tunneling.

bozotheclown

Jul 16th, 2009, 10:19 AM

How and where do we return the DSL modem after we cancel the contract with Acanac?

rdx

Jul 16th, 2009, 10:25 AM

I really wish Acanac would be more transparent about their pricing.

This page: http://acanac.ca/DSL.html shows that the regular price is $33.95.
And this page: http://acanac.ca/DSL-feature.htm also shows the regular price is $33.95 / month. No * or anything. And users have to go to http://acanac.ca/DSL-Terms.htm to see the full price.

So I was pretty suprised when the bill came to $39.95 + $8 dry loop fee.

I will be switching provider immediately. It's a shame because I get 6 MB speed and I liked the virtual PC tunneling.

$6 discount per month is 15%. I wouldn't mind prepaying it to get it. Can't get a rate of return at 15% anywhere for the deposit you paid in advance anyway :lol:

If you don't have landline, you will have to pay for dry loop. It doesn't matter which DSL provider you go, unless you switch to cable (Rogers).

Imelda_Acanac

Jul 16th, 2009, 10:29 AM

Imelda_Acanac

Jul 16th, 2009, 01:43 PM

Megabits (Mb) or Kilobits (Kb) measure speeds of transferring data,
usually per second (Mbps or Kbps).
Megabytes (MB) or Kilobytes (KB) measure size of data file.

Refer to http://wiki.answers.com/Q/What_are_megabytes_and_megabits

Today using Acanac's staff nx browser on our faster fiber optic network:
Acanac speed test
Last Result:
Download Speed: 92909 kbps (11613.6 KB/sec transfer rate)
Upload Speed: 16797 kbps (2099.6 KB/sec transfer rate)

Speedtest.net
http://www.speedtest.net/result/518847024.png (http://www.speedtest.net)
Download 800MB movie 4mins

Bell Portal (Kbs)
Downstream 5056
Upstream 800

Modem test (Kbps)
Ds rate 5056
Us rate 800

Imelda O. Suzara
Acanac Rep

j0nny

Jul 16th, 2009, 03:38 PM

Hi Imelda, I pm'ed you.

Totoriko

Jul 18th, 2009, 08:09 AM

For customers getting over 5M+ on the line, it can become
unstable and disconnect but it also depends on your home
setup, other equipment you use such as router and the
configuration and setup with the modem and computer.
Have you tried an internet optimizer to improve connection
http://www.speedguide.net/downloads.php ?
If you need a repair ticket, feel free to pm me again
with your home setup.

Imelda O. Suzara
Acanac Rep

Okay, I called Acanac support 3 times and they each told me different things. One blamed my setup, one blamed my router and one blamed my line speed. Finally I caved in and requested that my speed be dropped. The support guy told me it would be dropped to 6Mbit. After Bell called and said the line speed had been updated, I checked and the speed has been dropped to 5Mbit. It's no biggie IF it fixes my disconnection problems.
But no, I keep getting disconnections on a daily basis. Maybe about 10 times a day. So now I have a slower line and frequent disconnections.
I called support again and they asked me to do what's in this doc:
http://acanac.ca/docs/routersetup2007.pdf

Apparently my router is conflicting with the Acanac modem. I don't see how this can be the case when I set up my router to be DHCP client. All it's getting is the Internet feed from the modem and doing its job as a router. I'm not setting the router to itself authenticate with Acanac.

I'm starting to lose hope here guys.

aesop

Jul 18th, 2009, 08:23 AM

I was with Acanac for a year on the 20$ plan. It would disconnect randomly throughout the day for no reason. I just assumed it was my router since "support" didn't see any problems on their end.

I also requested multiple times to be upgraded to the 5mb profile since I was locked in at 3mb. After numerous emails and bell comming out nothing was resolved. Finally Acanac wanted me to be home so they could send out a bell technician which meant I had to take a day off work - not something I could do.

Once my contract was over I switched over to teksavvy - 1 phone call (to a human being!) and they sent out a support ticket to Bell; 24hrs later and I'm getting 5mb. I can't understand why Acanac couldn't do the same thing. :confused:

Close to two months with teksavvy now and so far - no random disconnects. I am paying more, but I would've been at 30/month with Acanac since my 1yr promo was up anyways.

acwong

Jul 18th, 2009, 09:31 AM

I was with Teksavvy before and getting around 100K/s (due to my distance from CO). After I switched to Acanac, it dropped to 50K and the tech support said "that's the best we can offer".

Quite unbelievable since these two companies technically are using the same bell network, but anyhow it clearly shows that Acanac is either not as capable as Teksavvy, or simply doesn't care as much.

Thank god there is a 30 days refund period.

fatpiggy

Jul 18th, 2009, 10:05 AM

Guys! I am about to switch over to ACANAC from Bell, but BELL is offering me $28.50 + tax per month for 12 months with no contract, 65Gb max download, plus they are very stable. Should I switch over? or go to Techsavvy for good?

mystery

Jul 18th, 2009, 11:01 AM

Imelda_Acanac

Jul 19th, 2009, 01:50 PM

Sometimes disconnections may also be due to
the modem and router configuration. Some modems
need to be on 'bridge' mode to be stable sync with
the router. The capacity is lower than it was before
your profile was lowered to 5M so it should be more
stable. What is your home network setup like?
If you pm me your home setup, maybe I can help
and ask technicians in support.

Imelda O. Suzara
Acanac Rep

Okay, I called Acanac support 3 times and they each told me different things. One blamed my setup, one blamed my router and one blamed my line speed. Finally I caved in and requested that my speed be dropped. The support guy told me it would be dropped to 6Mbit. After Bell called and said the line speed had been updated, I checked and the speed has been dropped to 5Mbit. It's no biggie IF it fixes my disconnection problems.
But no, I keep getting disconnections on a daily basis. Maybe about 10 times a day. So now I have a slower line and frequent disconnections.
I called support again and they asked me to do what's in this doc:
http://acanac.ca/docs/routersetup2007.pdf

Apparently my router is conflicting with the Acanac modem. I don't see how this can be the case when I set up my router to be DHCP client. All it's getting is the Internet feed from the modem and doing its job as a router. I'm not setting the router to itself authenticate with Acanac.

I'm starting to lose hope here guys.

Imelda_Acanac

Jul 20th, 2009, 10:21 AM

Sometimes, the ISP connection is okay but the server
of the website you are trying to access may be down for
various reasons. Is anyone else experiencing problems
accessing RFD forum since yesterday? I will email
their website to find out why it is so slow or inaccessible.

Copy of error message below:
Network Timeout
The server at www.redflagdeals.com is taking too long to respond.
The requested site did not respond to a connection request and the browser has stopped waiting for a reply.
* Could the server be experiencing high demand or a temporary outage? Try again later.
* Are you unable to browse other sites? Check the computer's network connection.
* Is your computer or network protected by a firewall or proxy? Incorrect settings can interfere with Web browsing.
* Still having trouble? Consult your network administrator or Internet provider for assistance.

Added reason :idea: : I called RFD office 416 628 3331
and spoke to staff who said that they are upgrading their
network since this weekend but it should be done by end of today.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Jul 21st, 2009, 02:35 PM

I received news from Fergless in Acanac's community forum
that another ISP, Caneris is now also offering an SSH tunnel
just like Acanac's as a workaround to throttling of torrents.

'Hi Imelda.
Just want to let you know Caneris now offers an SSH Tunnel.
http://www.dslreports.com/forum/r22688893-SSH-tunnel-bypass-throttling-now-available-for-Caneris-DSL
Cheers.'

Caneris
http://www.caneris.com/Support#sshtunnel

Acanac
http://acanac.ca/SSH-Tunnel-U.htm
https://community.acanac.com/acanac/viewtopic.php?f=21&t=8491&start=0&st=0&sk=t&sd=a

These solutions exist for heavy users during peak hours online.

Imelda O. Suzara
Acanac Rep

gordga

Jul 21st, 2009, 03:24 PM

tweetybird

Jul 21st, 2009, 03:38 PM

Yes switch over.
I love Acanac.

anything is much better than Bell, even if they give you $10/month, they will waste hours upon hours with account charge errors,

fatpiggy

Jul 21st, 2009, 09:33 PM

Funny, I called Bell for termination of my internet and they send me a packing material so that I can return my modem, as agreed. Except one thing, the packing material contains another modem. Now I have three modems from Bell...

BTW, can I use one of their modem for ACANAC connection?

Imelda_Acanac

Jul 22nd, 2009, 08:53 AM

There are customers who use modems from previous ISPs
and are able to configure on their own. You can also go
to the community forum to read their postings or ask a
tech moderator there questions
https://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0

Imelda O. Suzara
Acanac Rep

Funny, I called Bell for termination of my internet and they send me a packing material so that I can return my modem, as agreed. Except one thing, the packing material contains another modem. Now I have three modems from Bell...

BTW, can I use one of their modem for ACANAC connection?

Imelda_Acanac

Jul 22nd, 2009, 11:27 AM

Some homes which have alarm systems that
are connected to the phone can affect DSL internet
connection and speeds. This is considered an
'inside wiring' issue and either the alarm company
or phone company will install a POTS splitter/filter
if needed. Sometimes a filter will work which a
customer can do on his/her own purchasing one
from a store or online from a search.

From chat sessions with Acanac technicians
(please excuse abbreviations):
'(4:39 PM) imeldas: any one know how alarm systems reduce internt spd?
(4:39 PM) Kylan - DSL Support: well
(4:39 PM) Kylan - DSL Support: they need to be filtered
(4:40 PM) Kylan - DSL Support: if not then yes his speed will suck
(4:40 PM) Kylan - DSL Support: and the net ill drop
(4:40 PM) Kylan - DSL Support: if they cant just put a normal filter on it they need to call the alarm company
(4:40 PM) Kylan - DSL Support: sort it out with them
(4:40 PM) Kylan - DSL Support: nothing we can do for it here since thats considered inside wiring
______
'(11:13 AM) imeldas: and what if alarm is not in use
from prvs tenant. would it still affect dsl speeds and connctn?
(11:14 AM) JC DSL-Support Lord: well thats the real question...
i have seen it were there have been loose wires and that was
all and yes it affected speed and cx would experience interm sync'

Customers with alarm systems should contact
the alarm company first, then the phone company.

Imelda O. Suzara
Acanac Rep

chene

Jul 22nd, 2009, 11:42 AM

Dear Acanac,

I've spoke to both support and accounting@Acanac but have gotten delayed response. I hope I can get a clear answer here.

I'm an existing Acanac customer for 2 years. I'm thinking of switching to another provider with MLPPP support. I'm aware and using the ssh-tunnel workaround from Acanac but find it unacceptable. I get too many frequent disconnect from the ssh server; sure there are tools that maintains ssh-connection, but what is the point of that from a customer's point of view?

I emailed support@acanac asking about MLPPP support and was told that Acanac does NOT support it. I then email accounting@acanac indicating my intention to discontinue the service after my current contract expires (Aug 18). I got a reply from accounting@acanac asking me to *wait* while the accounting talks to his/her supervisor about this issue, and I have not heard back since.

so my simple question is this: Does Acanac support MLPPP or not, and if so, can an average customer get access to it? I'm more than happy to pay extra for the mlppp support.

Thank you for your time,

Fergless

Jul 22nd, 2009, 01:50 PM

There's also a new SSH Tunnel available that doesn't use the Free Online PC.
A leaner meaner version that reconnects automatically.

MLPPP was available until recently but not supported like another ISP we all know off (Teksavvy) :razz: They now support it.
Acanac will be offering MLPPP again after Torix accepts at full capacity.
No info available from Paul on that as yet.

pfkupfers

Jul 22nd, 2009, 03:03 PM

I am in desperate need of assistance to set-up my system. I have just received my Linksys SPA2102 VOIP router and am trying to set it up with my DLink DIR-615 Wireless Router, so I can use my laptop and Acanac VOIP services. I have Sympatico DSL at the moment.

Can someone explain to this non-techy how to correctly set-up my system so that I can use the wireless router?

When I set things up the way I've read online, my wireless does not work.

I would greatly appreciate if someone could give me step-by-step instructions.

Thanks.

Imelda_Acanac

Jul 23rd, 2009, 09:10 AM

I sent you a pm as well.

Order of Equipment
wall jack -- modem (bridged to disable its firewall) --
wireless router with ports -- on one
router port the voip ata (if you have voip)
to phone, and in other router ports the
computers or connect them wirelessly.
No filters on any with dry loop DSL.
Try doing username in router.
Sometimes you have to try different setups
and configurations for the best combination.

Also, you can call voip support at
1 866 281 3538 x2
Monday to Friday 9am to 12midnight.
Or in the community forum for voip
https://community.acanac.com/acanac/viewforum.php?f=40&sid=62fccab435d180ade964d5b372df7f6e

Imelda O. Suzara
Acanac Rep

I am in desperate need of assistance to set-up my system. I have just received my Linksys SPA2102 VOIP router and am trying to set it up with my DLink DIR-615 Wireless Router, so I can use my laptop and Acanac VOIP services. I have Sympatico DSL at the moment.

Can someone explain to this non-techy how to correctly set-up my system so that I can use the wireless router?

When I set things up the way I've read online, my wireless does not work.

I would greatly appreciate if someone could give me step-by-step instructions.

Thanks.

Imelda_Acanac

Jul 23rd, 2009, 09:49 AM

I asked Paul about this and he replied 'It's not ready yet.'
But some of the Acanac technicians use MLPPP,
such as 3 DSL lines with Acanac at 6Mb and 1 Teksavvy DSL line
6Mb totalling 4 x 6Mb = 24Mb. You need at least 1 DSL
line with an ISP that allows and authenticates the MLPPP
such as Teksavvy http://www.dslreports.com/forum/r22349807-MLPPP-changes .

Imelda O. Suzara
Acanac Rep

Dear Acanac,

I've spoke to both support and accounting@Acanac but have gotten delayed response. I hope I can get a clear answer here.

I'm an existing Acanac customer for 2 years. I'm thinking of switching to another provider with MLPPP support. I'm aware and using the ssh-tunnel workaround from Acanac but find it unacceptable. I get too many frequent disconnect from the ssh server; sure there are tools that maintains ssh-connection, but what is the point of that from a customer's point of view?

I emailed support@acanac asking about MLPPP support and was told that Acanac does NOT support it. I then email accounting@acanac indicating my intention to discontinue the service after my current contract expires (Aug 18). I got a reply from accounting@acanac asking me to *wait* while the accounting talks to his/her supervisor about this issue, and I have not heard back since.

so my simple question is this: Does Acanac support MLPPP or not, and if so, can an average customer get access to it? I'm more than happy to pay extra for the mlppp support.

Thank you for your time,

fng303

Jul 24th, 2009, 06:19 AM

My nephew renewed in January with Acanac and he has been having almost daily internet connection problems over the last 4 months. The first year
went well. But since renewal, it has been a pain. And I recommended
Acanac to him.

BELL has come 4 times and that last time, the tech brought his own modem
and right away the connection was good whereas the supplied Acanac modem
(which the tech said was old Bell modems) did not work prior and after the
Bell tech visit. And my nephew is with his THIRD Acanac supplied modem.

Since I have been having no issues with Acanac, we switched modems (mine
is the Lynx 320 used as modem only) and I started to experience multiple
disconnections over the next 3 days whereas my nephew did not have any.

Imelda_Acanac

Jul 25th, 2009, 09:30 AM

Acanac sells and supports these 2 DSL modems
Lynx210 and Aztech600EU, although some customers
buy other brands and configure on their own or
search the community forum for help
https://community.acanac.com/acanac/viewforum.php?f=9&sid=6de40a7978a47b1cde17f09f6bda8d38 .
If its configuration was not set correctly for the line, home
setup and other equipment, it will disconnect frequently.
If he has a router, the modem may have to be on 'bridge' mode.
Also, modems are like any piece of equipment, they depreciate
in performance with use and need to be repaired or replaced.
Acanac will exchange faulty modems if you bought one.

Imelda O. Suzara
Acanac Rep

My nephew renewed in January with Acanac and he has been having almost daily internet connection problems over the last 4 months. The first year
went well. But since renewal, it has been a pain. And I recommended
Acanac to him.

BELL has come 4 times and that last time, the tech brought his own modem
and right away the connection was good whereas the supplied Acanac modem
(which the tech said was old Bell modems) did not work prior and after the
Bell tech visit. And my nephew is with his THIRD Acanac supplied modem.

Since I have been having no issues with Acanac, we switched modems (mine
is the Lynx 320 used as modem only) and I started to experience multiple
disconnections over the next 3 days whereas my nephew did not have any.

chene

Jul 27th, 2009, 03:08 AM

Dear Acanac,

I'm an Acanac customer for 2 years and have decided to switch to another provider due to the lack of MLPPP support. I've previously posted here asking for you help regarding to cancellation policy; I've finally got a reply from Acanac. However, I find the following email from Acanac a bit unsettling. Can you please clarify for me:

in the email I got from Acanac, it says:

"Your account will be canceled on 2009-08-xx.

Acanac-Inc may purchase the modem back (if in good condition) but is not obligated to do so."

When I first signed up with Acanac, I deposited $49.95 towards modem: It was an used modem when I got it. Also, in the original invoice (electronic form), it clearly stated that the $49.95 was a *deposit* instead of *purchase*. I'm still using the modem and it is in the original working order.

So my questions are: if I ship the modem back to Acanac, how does Acanac determine if the modem is "in good condition"? If Acanac decided NOT to purchase the modem for whatever reason, is Acanac going to ship the modem back to me then?

Thank you for your time,

Imelda_Acanac

Jul 27th, 2009, 08:14 AM

Below are instructions for returning and getting
a refund for a modem purchased from Acanac.
As long as it is still working, you will get your
money back. If not, shipping will give instructions.

Return and Refund of Modem
When you want to return the modem for refund,
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com and after 2 weeks
if its condition is accepted as working, you will
get a refund by credit card or cheque.

MLPPP is coming but not ready yet said Paul Louro.
Although if you have 1 DSL line with Acanac
and another DSL line with Teksavvy authenticating
MLPPP, it will work. Keep up to date with the
MLPPP news in the community forum
https://community.acanac.com/acanac/viewtopic.php?f=22&t=7164&start=105&st=0&sk=t&sd=a&hilit=mlppp

Imelda O. Suzara
Acanac Rep

Dear Acanac,

I'm an Acanac customer for 2 years and have decided to switch to another provider due to the lack of MLPPP support. I've previously posted here asking for you help regarding to cancellation policy; I've finally got a reply from Acanac. However, I find the following email from Acanac a bit unsettling. Can you please clarify for me:

in the email I got from Acanac, it says:

"Your account will be canceled on 2009-08-xx.

Acanac-Inc may purchase the modem back (if in good condition) but is not obligated to do so."

When I first signed up with Acanac, I deposited $49.95 towards modem: It was an used modem when I got it. Also, in the original invoice (electronic form), it clearly stated that the $49.95 was a *deposit* instead of *purchase*. I'm still using the modem and it is in the original working order.

So my questions are: if I ship the modem back to Acanac, how does Acanac determine if the modem is "in good condition"? If Acanac decided NOT to purchase the modem for whatever reason, is Acanac going to ship the modem back to me then?

Thank you for your time,

Ryan

Jul 27th, 2009, 08:45 AM

Moved to shopping discussion since this is mainly just a discussion about Acanac's service now.

Imelda_Acanac

Jul 27th, 2009, 11:53 AM

Thank you I hope this Acanac thread continues
for RFD members who are Acanac customers
and those who are interested in comparing ISPs.

Imelda O. Suzara
Acanac Rep

Moved to shopping discussion since this is mainly just a discussion about Acanac's service now.

jjoaquin23

Jul 27th, 2009, 11:14 PM

Hi Imelda. Can you help me out. I order yesterday morning on the site for a years term and selected that I need a dsl modem shipped. However, I will be buying one from my friend. I have an open ticket but its yet to be replied. Thanks

Imelda_Acanac

Jul 28th, 2009, 09:32 AM

I need your name to check out the ticket.

Imelda O. Suzara
Acanac Rep

Hi Imelda. Can you help me out. I order yesterday morning on the site for a years term and selected that I need a dsl modem shipped. However, I will be buying one from my friend. I have an open ticket but its yet to be replied. Thanks

Imelda_Acanac

Jul 29th, 2009, 12:20 PM

A customer complained over the weekend
about his modem disconnecting frequently
and reported it could be due to being 'fried
from the storms' and requested an exchange.
Although it is Summer, Toronto has been raining
with lightning and thunder storms recently.
It would be smart to make sure all electrical
appliances are either disconnected from the
outlets or connected to a surge protector
power bar against sudden surges and outages
http://www.msc-smc.ec.gc.ca/education/lightning/index_e.html
http://www.hydroonenetworks.com/en/safety/safety_tips/surge_protection/
http://www.gregselectronics.com/surges.html
http://answers.yahoo.com/question/index?qid=20080531171120AAs2wBt
http://www.lightningrod.com/manual4_why.html

Imelda O. Suzara
Acanac Rep

Rubedizzle

Jul 29th, 2009, 07:09 PM

Hello Acanac,

Signed up for service on July 16th, was stressed by the person I spoke to on the phone when confirming the order that it WOULD take 8 business days from July 16th for my service to become activated. Received my modem promptly in the mail, set it up, and was not connected as of yet. I have called both Monday and Tuesday of this week (July 27th/28th) and was told that the service would become activated only 8 business days AFTER I signed up (which should have been yesterday, July 28th). I called in again today (July 29th, 2009, 9 business days) as my service was still not enabled, and was told by the customer service representative that my account should have been activated by July 22nd, 2009, and that up until now nobody has processed the activation. He then began to blame bell for not contacting me, and said he would "force the application through again", so that this time they'll contact me, but he cannot guarantee that they even will. I signed up for the 5mb residential dry loop setup, and have been told that I am being billed from July 16th (when I initially signed up), but that was now 2 weeks ago, and I am STILL without service. He placed the blame on bell not hooking up the dry loop, however I am an Acanac customer, and although I know you utilize bell's lines, it is still unacceptable for me to be dealing with this, and now blame being placed on other companies. I am now being told that the service will not be set up until August 5th, which is 20 days after I signed up for Acanac's service, and 20 days I am paying for without service.

I am hoping somebody can assist me in getting this resolved quickly.

Imelda_Acanac

Jul 30th, 2009, 08:06 AM

Sorry to hear about your case but sometimes delays
happen if something is missing in the order, such as
the unit number or incorrect phone. Bell will put it on
hold if something is wrong or missing in the order.
In cases of late activation, billing will change the renewal
date to the late activation date instead of the usual order
date of processing. Dry loop does take longer than regular
dsl. If you pm me your name, I can check for you
and follow up.

Sorry for the inconvenience and delays.

Imelda O. Suzara
Acanac Rep

Hello Acanac,

Signed up for service on July 16th, was stressed by the person I spoke to on the phone when confirming the order that it WOULD take 8 business days from July 16th for my service to become activated. Received my modem promptly in the mail, set it up, and was not connected as of yet. I have called both Monday and Tuesday of this week (July 27th/28th) and was told that the service would become activated only 8 business days AFTER I signed up (which should have been yesterday, July 28th). I called in again today (July 29th, 2009, 9 business days) as my service was still not enabled, and was told by the customer service representative that my account should have been activated by July 22nd, 2009, and that up until now nobody has processed the activation. He then began to blame bell for not contacting me, and said he would "force the application through again", so that this time they'll contact me, but he cannot guarantee that they even will. I signed up for the 5mb residential dry loop setup, and have been told that I am being billed from July 16th (when I initially signed up), but that was now 2 weeks ago, and I am STILL without service. He placed the blame on bell not hooking up the dry loop, however I am an Acanac customer, and although I know you utilize bell's lines, it is still unacceptable for me to be dealing with this, and now blame being placed on other companies. I am now being told that the service will not be set up until August 5th, which is 20 days after I signed up for Acanac's service, and 20 days I am paying for without service.

I am hoping somebody can assist me in getting this resolved quickly.

25jai

Jul 30th, 2009, 01:40 PM

Rubedizzle

Jul 30th, 2009, 02:13 PM

You should really make sure that your "renewal" date is changed to the date that you are having service, once you do have your service, or at least a reasonably date close to that, instead of July 16. Or tell them if you don't change it I dont want the service anymore and ask for full money back.

On a side note, it is so GREAT without fredsmith BSing everyone who has a slight tone of complaint about acanac and how he knows his crap so he is right. So much quieter now.

Well I have spoken to the Acanac representative and they resolved the initial issue, now I am waiting for the actual activation of the service. Hoping it is sometime soon, although a date other than August 5th hasn't been provided. Will update everybody as soon as service has been activated.

Psycho44

Jul 30th, 2009, 02:31 PM

Interesting and all along I thought it was just my old laptop causing the constant internet disconnection problems requiring me to click repair connection everytime.

I've had Acanac since March and really satisfied with it. The acanac modem is connected to my wireless router and my housemate also uses the wireless internet and never complained of any problem. So I'm thinking it's just an isolated problem to my notebook.

Acanac sells and supports these 2 DSL modems
Lynx210 and Aztech600EU, although some customers
buy other brands and configure on their own or
search the community forum for help
https://community.acanac.com/acanac/viewforum.php?f=9&sid=6de40a7978a47b1cde17f09f6bda8d38 .
If its configuration was not set correctly for the line, home
setup and other equipment, it will disconnect frequently.
If he has a router, the modem may have to be on 'bridge' mode.
Also, modems are like any piece of equipment, they depreciate
in performance with use and need to be repaired or replaced.
Acanac will exchange faulty modems if you bought one.

Imelda O. Suzara
Acanac Rep

jjoaquin23

Jul 31st, 2009, 11:36 AM

how do I know when everything is setup? do i recieve a phone call or email?

Imelda_Acanac

Aug 1st, 2009, 10:21 AM

Plug in your modem and wait for lights to show
activation and connection. I sent you a pm
for instructions and support also replied by email
to your request for setup.

Imelda O. Suzara
Acanac Rep

how do I know when everything is setup? do i recieve a phone call or email?

Imelda_Acanac

Aug 3rd, 2009, 12:01 PM

There are tv quality videos on pc through
webtv type of websites such as Joost
http://www.joost.com. I viewed Michael Jackson,
Billy Joel, Eurythmics, Air Supply, Eraserheads, J Lo on the Music
channels. The quality was high with minimal buffering
on visual but none on audio, even on full screen.
Depending on time of day, watching videos can be
easy or full of delays and buffering. Without downloading
watching quality videos on websites makes it easier
without worrying about viruses, storage, ram, etc.
For those who like watching videos or playing games
find websites that host them and go online during
off peak hours when there is minimal buffering/lag delays.

I checked my speeds on the regular browser:

Modem 5056/800
Portal 5056/800

Acanac speed test
Download Speed: 2640 kbps (330 KB/sec transfer rate)
Upload Speed: 556 kbps (69.5 KB/sec transfer rate)

http://www.speedtest.net/result/531564256.png (http://www.speedtest.net)

Imelda O. Suzara
Acanac Rep

cushiebunny

Aug 3rd, 2009, 10:06 PM

Imelda, I could really use your help here. We signed up for Acanac last March and have yet to have a reliable service. It seems they up our bandwidth every now and then and then our service seems fine for a short while. A week or two at most until all havoc begins again. Currently my DSL and VOIP are off more than they are on.
I am going for surgery soon and need for my VOIP to be working.
We have been in contact with Acanac by phone and through their complaints department several times. Heck, several times a week at times.
They keep saying it is a Bell issue, that our lines are bad. Bell of course is coming out about once a week it seems and saying our lines are fine. They have been in the house and checked everything. We replaced the ATA box at the beginning as Acanac said that must be the problem, and it was not.
We have jumped through every hoop on our end, and rang up a $300 cell phone bill the first month trying to get our service working.
We have since lost our cell phone as we can not afford that kind of monthly bill just trying to get our Acanac working.
When our phone is working I'll be on a call and hear beep beep beep beep beep 3X and then 'CLICK' as it disconnects. Pick it back up and there is a dial tone, make another call and sure enough the beeps return and again we are disconnected.
The internet service is not any better than the phone.
I am a frustrated bunny and running out of fur to rip out.
I need your help, and quick please as I am having surgery next week.

BTW, I only came to this thread as I was searching here at RFD for a replacement service.

Imelda_Acanac

Aug 4th, 2009, 08:09 AM

Sorry to hear about the frequent disconnections you are
experiencing with the internet and voip. I understand how
important communication is especially with your upcoming
surgery. I need your name and number to check the
status of your connection. Please pm me.

Imelda O. Suzara
Acanac Rep

Imelda, I could really use your help here. We signed up for Acanac last March and have yet to have a reliable service. It seems they up our bandwidth every now and then and then our service seems fine for a short while. A week or two at most until all havoc begins again. Currently my DSL and VOIP are off more than they are on.
I am going for surgery soon and need for my VOIP to be working.
We have been in contact with Acanac by phone and through their complaints department several times. Heck, several times a week at times.
They keep saying it is a Bell issue, that our lines are bad. Bell of course is coming out about once a week it seems and saying our lines are fine. They have been in the house and checked everything. We replaced the ATA box at the beginning as Acanac said that must be the problem, and it was not.
We have jumped through every hoop on our end, and rang up a $300 cell phone bill the first month trying to get our service working.
We have since lost our cell phone as we can not afford that kind of monthly bill just trying to get our Acanac working.
When our phone is working I'll be on a call and hear beep beep beep beep beep 3X and then 'CLICK' as it disconnects. Pick it back up and there is a dial tone, make another call and sure enough the beeps return and again we are disconnected.
The internet service is not any better than the phone.
I am a frustrated bunny and running out of fur to rip out.
I need your help, and quick please as I am having surgery next week.

BTW, I only came to this thread as I was searching here at RFD for a replacement service.

Imelda_Acanac

Aug 4th, 2009, 03:51 PM

I responded by pm and reading your ticket history for
your internet and voip. If the lines are okay as the Bell
techs note, then it can be the home setup of equipment
and configuration. Please reply regarding your home network.
If you currently have a modem, voip ata and pc, you may need
either a wireless router or an ethernet hub/switch to connect them all.
The equipment order would be jack to modem, modem to
hub/switch http://www.nhub.net/, and from hub you can connect several
equipment such as the voip ata and pcs. Ditto with wireless router for middle.

Imelda O. Suzara
Acanac Rep

Imelda, I could really use your help here. We signed up for Acanac last March...

GoodDeal

Aug 5th, 2009, 10:46 AM

I've switched from Rogers to Acanac about 1 month ago, and so far I'm happy with the service.

The only issue I noticed right from the beginning was that the DNS servers that Acanac provides were slow for me, so I switched to OpenDNS (which is free) and it solved the problem. Besides that everything has been great, I get a constant bandwidth speed of 6Mbps down & 0.6Mbps up.

Imelda_Acanac

Aug 5th, 2009, 03:34 PM

It helps technicians troubleshoot by knowing a customer's
entire home network setup and equipment which
can make a difference in how they will be in order and configured.

A) If you have a dsl modem, voip ata and pc
phone jack -- modem bridged -- ata ppp -- pc

B) If you have a dsl modem, wireless router, voip ata and pc
phone jack -- bridged modem -- wifi router doing ppp
then the ata connects to wifi router like a pc would along with the pc
You can setup modem -- ata -- router, but modem -- router -- ata is best.

C) If you decide to get an ethernet hub/switch
phone jack -- bridged modem -- ata doing ppp -- ata to hub/switch
and to pcs
Kylan advises 'its best to do ppp in the ata especially for voip.'

Dsl modem and voip ata have a separate username and password.
If you have voip then you will also need to program the voip
with your username and info for that.

Acanac has FAQ with voip and dsl configurations
http://faq.acanac.com/index.php?action=show&cat=0
and on commmunity forum with tech moderators
https://community.acanac.com/acanac/.

Imelda O. Suzara
Acanac Rep

jobby

Aug 5th, 2009, 10:56 PM

Do I need to get dry loop DSL if I want to avail internet only from acanac? I have a phone from teksavvy.

Imelda_Acanac

Aug 6th, 2009, 10:56 AM

I called Teksavvy and a rep said it's a regular line.
I chatted with Acanac techs and it should work
with our dsl internet, so no need for dry loop too.

Imelda O. Suzara
Acanac Rep

Do I need to get dry loop DSL if I want to avail internet only from acanac? I have a phone from teksavvy.

Imelda_Acanac

Aug 6th, 2009, 12:01 PM

For those enjoying the Summer outdoors, your own
home can be a 'wifi hot spot' with a modem and wireless
router setup and laptop with wireless card.
I did some speed tests to see how my home network
setup would be from indoors and outdoors.
Note that modem and line speed tests remain stable
but browser speed tests fluctuate depending on time/day
taken and how far the test host server is from your location
and how far your laptop is from your modem and router setup.

Bell Portal 5056/800
Modem test 5056/800 at http://192.168.1.1

Regular browser -- Firefox
Indoors about 3 feet from modem and wireless router
http://www.acanac.ca/speedtest/
Download Speed: 3877 kbps (484.6 KB/sec transfer rate)
Upload Speed: 581 kbps (72.6 KB/sec transfer rate)
http://www.speedtest.net/result/533943125.png

Outdoors about 50 feet from m/r
Download Speed: 2601 kbps (325.1 KB/sec transfer rate)
Upload Speed: 579 kbps (72.4 KB/sec transfer rate)
http://www.speedtest.net/result/533947349.png

Outdoors about 90 feet from m/r
Download Speed: 323 kbps (40.4 KB/sec transfer rate)
Upload Speed: 493 kbps (61.6 KB/sec transfer rate)
http://www.speedtest.net/result/533954343.png
_________
Using Acanac's fiber optic nx with browser Firefox.
Customers have access to the nx free online pc/tunnel version.

Indoors about 3 feet from modem and wireless router
http://www.acanac.ca/speedtest/
Download Speed: 55412 kbps (6926.5 KB/sec transfer rate)
Upload Speed: 12669 kbps (1583.6 KB/sec transfer rate)
http://www.speedtest.net/result/533942074.png

Outdoors about 50 feet from m/r
Download Speed: 18812 kbps (2351.5 KB/sec transfer rate)
Upload Speed: 16361 kbps (2045.1 KB/sec transfer rate)
http://www.speedtest.net/result/533948663.png

Outdoors about 90 feet from m/r
Download Speed: 18812 kbps (2351.5 KB/sec transfer rate)
Upload Speed: 16361 kbps (2045.1 KB/sec transfer rate)
http://www.speedtest.net/result/533958840.png

My home network setup:
Lynx210 modem router from Acanac with Airport Express wireless router
and a Macbook with wireless built in

Imelda O. Suzara
Acanac Rep

weedb0y

Aug 6th, 2009, 04:30 PM

Just got my Acanac hooked up on the date specified. Dryloop in Mississauga West.

http://www.speedtest.net/result/534149899.png (http://www.speedtest.net)

zander

Aug 6th, 2009, 09:44 PM

Do I need to get dry loop DSL if I want to avail internet only from acanac? I have a phone from teksavvy.

I called Teksavvy and a rep said it's a regular line.
I chatted with Acanac techs and it should work
with our dsl internet, so no need for dry loop too.

Imelda O. Suzara
Acanac Rep

I'm not sure if there is more than one call-in centre for Acanac, but I've spoken to several different reps over the past few days trying to solve a trivial matter and each and every last one of them kept insisting that Teksavvy was a digital voip provider, even while I kept insisting that this was regular analogue line that we were talking about. I have been so unimpressed by both the quality of knowledge and the (un)professionalism of presentation of said knowledge, that whereas I had nothing but praises to say to everyone about Acanac for the past several months, I am going to advise extreme caution from now on. Honestly, I can't wait for my one-year commitment to Acanac to end, so I can transfer out.

As long as you will not have a need to have contact with Acanac's tech support department, you will probably be happy with them. I was. If it was just one tech, I'd understand. From the experience I've had, it simply baffles my mind how this unit manages to stay in business. I can now fully understand why they pre-charge for an entire year. If I could get even a partial refund, I'd be out of there in a heartbeat!

Imelda_Acanac

Aug 8th, 2009, 10:53 AM

I tried it for one day transferring my cache to their cache
by changing the dns in my Airport Express router
http://www.opendns.com/support/cache/
But I realized while developing a website that having my own
cache in my computer is better. Some of the animated flash
elements were not loading the next day. Cache is an offline
storage stored in your computer for future visits to the same
websites. For browsing only, using Opendns may possibly be safe
and faster, although Acanac has its own dns servers for customers.
However, for those who develop websites, or
enter confidential info for banking and shopping online, or
enter passwords, having your own cache stored in your own
computer for future visits is probably safer than transferring
this cache storage elsewhere. I think personal information
such as bank and credit cards, and passwords, should only
be in your own computer's cache, not on a server somewhere.
For browsing websites only, Opendns possibly works for some
but even having your own computer cache (Firefox default is 50Mb storage)
for browsing makes visiting the same websites load faster.
'Domain name servers translate domain names to IP addresses.'
and Acanac dns servers are for those who get webpage errors:
For Preferred DNS Server: 66.55.0.11
For Alternate DNS Server: 66.55.0.13
Please read Acanac docs for dns http://www.acanac.ca/docs/
But for caching, it probably is better to keep it in your own computer.

Refer to:
Acanac docs for dns http://www.acanac.ca/docs/
dns http://computer.howstuffworks.com/dns.htm
cache http://www.microsoft.com/windows/ie/ie6/using/howto/customizing/clearcache.mspx

Imelda O. Suzara
Acanac Rep

I've switched from Rogers to Acanac about 1 month ago, and so far I'm happy with the service.

The only issue I noticed right from the beginning was that the DNS servers that Acanac provides were slow for me, so I switched to OpenDNS (which is free) and it solved the problem. Besides that everything has been great, I get a constant bandwidth speed of 6Mbps down & 0.6Mbps up.

Imelda_Acanac

Aug 9th, 2009, 11:40 AM

After the thunderstorm, I tried speed tests on an old laptop
Compaq with a Netgear adapter wireless card, Internet Explorer browser
http://www.speedtest.net/result/536004256.png (http://www.speedtest.net)

Macbook with Airport and Firefox browser
http://www.speedtest.net/result/536023400.png (http://www.speedtest.net)

Macbook with Airport and Acanac fibre optic nx for staff and Firefox
http://www.speedtest.net/result/536026150.png (http://www.speedtest.net)
Customers get to use the fibre optic using the free online pc and ssh tunnel.

This is with the same Lynx210 modem and Airport Express wireless router setup.
Portal profile/speeds 5056/800
Modem test 5056/800

I thought of thunderstorms and all the electromagnetic energy
from electrical products and technology and how storms probably
clear the air with all the ions, till the field builds up again.

Imelda O. Suzara
Acanac Rep

weedb0y

Aug 9th, 2009, 12:45 PM

I am very satisfied with Acanac so far!

Getting over 5Mbit at times on speedtests.

On that note, how does one setup SSH? I have emailed support to be added, let's see how long it takes.

taehoya

Aug 9th, 2009, 01:20 PM

I'm about a week into my new Acanac service and im pretty satisfied with it.

Speed is pretty good.

http://www.speedtest.net/result/536075661.png (http://www.speedtest.net)

weedb0y

Aug 9th, 2009, 09:37 PM

Just after the thunderstorm,

http://www.speedtest.net/result/536296348.png (http://www.speedtest.net)

Imelda_Acanac

Aug 10th, 2009, 08:55 AM

Acanac's community forum has information on it
https://community.acanac.com/acanac/viewtopic.php?f=21&t=8491
and on the website http://acanac.ca/SSH-Tunnel-U.htm.

Imelda O. Suzara
Acanac Rep

I am very satisfied with Acanac so far!

Getting over 5Mbit at times on speedtests.

On that note, how does one setup SSH? I have emailed support to be added, let's see how long it takes.

Imelda_Acanac

Aug 11th, 2009, 02:14 PM

Distance really is a factor in ping times and speeds.
Notice the higher ping times and farther distance in miles.
Doing speed tests using Speedtest.net from Toronto
using Acanac isp to host servers in other countries:

To Toronto, Canada
http://www.speedtest.net/result/537540993.png (http://www.speedtest.net)

To Quezon City, Philippines
http://www.speedtest.net/result/537542970.png (http://www.speedtest.net)

To Mexico City, Mexico
http://www.speedtest.net/result/537543818.png (http://www.speedtest.net)

To Harare, Zimbabwe
http://www.speedtest.net/result/537545287.png (http://www.speedtest.net)

To Ulaan Bataar, Mongolia
http://www.speedtest.net/result/537546149.png (http://www.speedtest.net)

To London, United Kingdom
http://www.speedtest.net/result/537547267.png (http://www.speedtest.net)

To Tashkent, Uzbekistan
http://www.speedtest.net/result/537553521.png (http://www.speedtest.net)

Using Acanac speed tests
Download Speed: 3306 kbps (413.3 KB/sec transfer rate)
Upload Speed: 556 kbps (69.5 KB/sec transfer rate)

Portal 5056/800
Modem test 5056/800

Modem and Portal speeds are usually stable
but browser speed test fluctuate depending on distance
and time of day/night taken.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Aug 11th, 2009, 05:55 PM

Checking out the Bell and Starbucks 'wifi hot spot' partnership
at the location on Front St. East and Frederick a few blocks
away from studio i garage. Did a speed test after logging on
using my Starbucks card while drinking an Americano coffee and
having eaten a banana nut bread slice:
http://www.speedtest.net/result/537765911.png (http://www.speedtest.net)

Acanac speed test
Download Speed: 1565 kbps (195.6 KB/sec transfer rate)
Upload Speed: 637 kbps (79.6 KB/sec transfer rate)

Imelda O. Suzara
Acanac Rep

unpossible

Aug 11th, 2009, 06:02 PM

i switched from Rogers to Acanac...and right now I couldn't be happier with my choice...knock wood :) Imelda is very helpful and communication was very quick

i'm mccowan and steeles area (scarborough) getting 4.3Mb down and 680Kb up...service went down once...but only for like an hour or so...but that was 2 weeks ago

Imelda_Acanac

Aug 13th, 2009, 10:51 AM

For people who are concerned about their personal
and property security, there are affordable camera monitoring
solutions. I finally installed a Motorola HMEZ1000 wireless
camera for the door to studio i garage. It is triggered by a
motion sensor to take photos or video/audio of activity outside.
It can also send these by email or cell phone alert. It took almost
a day to configure it all. It sends to and from my Acanac email
configured in Outlook Express on my old Compaq laptop
which remains on 24h/7d with a screensaver. This setup
costs less than $50 and I bought it from Factory Direct 2 years ago
http://www.smarthomeusa.com/ShopByManufacturer/Motorola/Item/HMEZ1000/faq/

Imelda O. Suzara
Acanac Rep

killer_chan

Aug 14th, 2009, 01:46 PM

The Canadian Radio-television and Telecommunications Commission has approved a request by Bell Canada to implement usage-based billing for its wholesale internet customers. ...The CRTC has given small ISPs 90 days to prepare for the implementation of Bell's usage-based billing.

http://www.cbc.ca/technology/story/2009/08/12/bell-crtc-internet-usage.html?ref=rss

Any comment on how this well effect Acanac's exisiting customers?

sa_wood

Aug 14th, 2009, 04:51 PM

http://www.cbc.ca/technology/story/2009/08/12/bell-crtc-internet-usage.html?ref=rss

any comment on how this well effect acanac's exisiting customers?

1+

Imelda_Acanac

Aug 15th, 2009, 12:28 PM

I forwarded this news to Pres. Paul Louro of Acanac which
provides unlimited downloading currently. I hope that unlimited
viewing, whether by downloading into your home computers,
or streaming from the video broadcasting host such as Video.ca,
Youtube.com, Vimeo.com will continue as is without passing extra costs
on to the viewers. The internet is a peer to peer based interactive
mass media and should be kept unlimited because the viewers also
upload their video content to these video hosts without expecting payment.
It is unfair that Bell which already charges for phone lines, also wants to
profit from viewing content which it did not provide. At least Rogers provides
the cable line and also partners with videographers and provides tv/video content,
so their fees are shared with the content providers. Most of the heavy users
are technicians who keep the internet technology operating and also videographers
and game developers adding content. It is unfair for the phone line company to penalize
such heavy users and their viewers/gamers by charging them extra, but if they do,
maybe they will at least share this extra viewing costs with the content providers
in return.

Imelda O. Suzara
Acanac Rep

http://www.cbc.ca/technology/story/2009/08/12/bell-crtc-internet-usage.html?ref=rss

Any comment on how this well effect Acanac's exisiting customers?

ymlccc

Aug 16th, 2009, 08:12 PM

raj1008

Aug 16th, 2009, 08:34 PM

Hi,

I went thru the same issues. I had constant disconnection issues for over a month. What was worse was the attitude of the CSRs.It was miserable. Out of the 4 times I called, I was spoken to well only once. One called my wireless router a piece of junk. Another said my wall jack was a problem.Mind you, no one had visited me yet to even prove that. And ofcourse there is a certain wannabe Acanac sidekick called fredsmith who adds to the misery by smart alec replies on this forum.

I kept complaining and they kept telling me a Bell tech was to visit but in a month he never did. Imelda was the only serious person and suggested a modem exchange. I was in no mood to spend more money on them unless they confirm it was the modem really because the Bell tech was still to visit and that possibility wasnt ruled out yet. So I just cancelled. Its not really worth all the heart burn. I wish you luck with your situation.

SAV_

Aug 16th, 2009, 09:35 PM

I'm have the same problem! I signed up a few months ago and it's been smooth sailing (other than the problem with the bell rep coming out) ever since.

Recently, every 5-10 minutes it cuts out and the modem loses the internet light and its been VERY unstable; when it does come back online its painfully slow, it takes 2-3 minutes to load a page with simple HTML. I haven't called Acanac but I think I will very soon. The worst part is, I have VOIP with Acanac so it's down 80% of the time.

Not too happy, but I guess you get what you pay for.

signup

Aug 16th, 2009, 10:34 PM

Hi Imelda,

Could you please give me a contact no. and address where can I drop the modem. Thanks!

ymlccc

Aug 17th, 2009, 09:25 AM

Let's get this going until they do something for me.

So I finally got the reply this morning without seeing any Bell technician at all. What Acanac support trying to tell me is "beyond their control".

That's pretty funny, I am also in the tech. support field, we do not manufacture all the parts ourselves, we never allow to tell customer since it's not manufactured by us, it's "beyond our control", so there's nothing we can do, sorry about that. As a manufacturer/service provider, every single parts you used in your machine is your responsibility. We try to resolve the issue with customer and contact suppliers in first place to find out what's the fastest and painless solution for that particular customer. Kicking the ball back to your suppliers will only make you look stupid. If they're that bad and irresponsible, why you use their parts anyways?

Try to improve your communication with BELL to get better support otherwise you will end up losing business.

Did Acanac offer any compensations to their customers? If yes, I sure want them to compensate for asking me sitting home whole day for NOTHING.

What do you say Acanac? Believe me, most of the time when this happens, a simple "I am sorry" won't help to resolve the situation.

Imelda_Acanac

Aug 17th, 2009, 09:49 AM

Frequent disconnections can have various causes:
1. wrong username/password configuration in modem -- ask billing for correct ones
2. modem with a router -- may need to be in 'bridge' mode with certain routers
3. filter between modem and phone jack -- remove filter
4. long phone cord for modem -- use short 6' less
5. defective modem -- exchange it if you bought one from Acanac or buy another
6. alarm system on phone wiring -- needs a pots splitter or disconnect alarm if inactive
7. lightning/thunder storms which affect electromagnetism in atmosphere -- use power bar
8. wrong order of equipment setup -- all equipment have to be in the correct order and configuration
so please contact support or me in this forum to figure out the best possible combination
or
9. line speeds and caps too high for far distance -- line profile is lowered for stability
A link to community forum for common dsl problems https://community.acanac.com/acanac/viewforum.php?f=21&sid=1d39f25f268467d724c3fd980a847e0d .
Note: rebooting (power off then on) modem also works for some disconnection problems
due to out of sync modem with line or data congestion

For a follow up to the status on your connection, do send me a pm with your name
and number. Bell technicians do not work on Sundays, ditto those with Acanac.

Imelda O. Suzara
Acanac Rep

:mad:

Well, I am having huge problem with Acanac recently. Since Friday morning my internet was unstable and getting disconnected every few minutes. And after I got the internet, the speed was terribly slow (2MB/s DOWN, and UP is the same). So I sent Acanac Tech. support a ticket, so they said they will sent a Bell technician to my place to check the line SUNDAY 16-AUG-09. I told the Acanac Tech. support that I will be free Friday 21-AUG-09, but no they insisted to send a technician SUNDAY. So I was home whole day today and NO ONE came to check my line. I mean what kind of service is that?!?!

The first year I definitely had less trouble with Acanac, but the second year was a living hell, at June-09 the modem went dead, and now the line is unstable. I thought it might be Bell was doing something but heck, I went to ask my neighbors, they're all fine with their DSL...

I also sent 2 messages to Acanac Tech. support this afternoon asking about the technician, no reply, no phone call at all.

Questionable service, and unreliable internet service. Think twice before you join Acanac. Thank god I didn't sign up 2 yrs with them...

Imelda_Acanac

Aug 17th, 2009, 10:20 AM

Return and Refund of Modem
When you want to return the modem for refund,
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com and after 2 weeks
if its condition is accepted as working, you will
get a refund by credit card or cheque.

Defective Exchange
Or if it is defective and you need an exchange,
return it and email shipping@acanac.com asking
for a replacement.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

Could you please give me a contact no. and address where can I drop the modem. Thanks!

tomtomtom

Aug 17th, 2009, 01:06 PM

ymlccc

Aug 17th, 2009, 01:20 PM

Well, just got off the phone with Acanac Tech.support. They asked me to call and ask for a manager... So he is not available but the only thing I can say is Acanac Tech.support is rude and not helping at all...

Oh.. the technician won't go to your place, they just need to check the local loop office... what kind of jock is that?! If technician do not need to come to my place why the hell they need to know what time is more convenient for me?! Now they said it's because my phone jacks have problem, it's bell not them, so call bell and ask them to send a technician to my place, Acanac is not going to ask bell to send a technician... but why I don't have such problem before?

Really nice Acanac... really nice.

raj1008

Aug 17th, 2009, 01:23 PM

I went thru the exact same pattern of events. Except that mine lasted over a month.

tjthemanto

Aug 17th, 2009, 01:44 PM

:mad:

Well, I am having huge problem with Acanac recently. Since Friday morning my internet was unstable and getting disconnected every few minutes. And after I got the internet, the speed was terribly slow (2MB/s DOWN, and UP is the same). So I sent Acanac Tech. support a ticket, so they said they will sent a Bell technician to my place to check the line SUNDAY 16-AUG-09. I told the Acanac Tech. support that I will be free Friday 21-AUG-09, but no they insisted to send a technician SUNDAY. So I was home whole day today and NO ONE came to check my line. I mean what kind of service is that?!?!

The first year I definitely had less trouble with Acanac, but the second year was a living hell, at June-09 the modem went dead, and now the line is unstable. I thought it might be Bell was doing something but heck, I went to ask my neighbors, they're all fine with their DSL...

I also sent 2 messages to Acanac Tech. support this afternoon asking about the technician, no reply, no phone call at all.

Questionable service, and unreliable internet service. Think twice before you join Acanac. Thank god I didn't sign up 2 yrs with them...

The problem with these guys is that they just lease/rent the lines from BELL and lot of times BELL screws up and that affects their service.

I think BELL doesn't want you to go with these other guys like Acanac et al so they probably service these other guy's customer's more poorly than their own subscriber's.

So everytime you have a technical problem with these third party internet provider's like Acanac , Distributel , CIA.com etc , first you have to call them & then they call BELL and the guy/techinician who comes to your house is actually from BELL and not from Acanac , Distributel , CIA.com etc .

Lot of times this BELL guy/technician or BELL head office screws up ( maybe delibrately or otherwise ) , so that you go back to BELL at a more expensive rate & don't stay with these other lower priced competitors .

I am with 3WEB for the last 9 years ( Now CIA.com ) .

After I joined 3WEB , BELL didn't activate my lines properly so I had slow speed for the first 15 days . I would call 3WEB and then they would call BELL & finally everything was resolved after the first 15 days . Now for the last 9 years ( expect for the first 15 days ) I have had amazing speed & price with 3WEB . I would have paid almost twice that cost for essentialy the same line/speed with BELL.

Only my bill says 3 WEB everything else is basically with BELL , but the price is half of what my BELL bill would be .

mystery

Aug 17th, 2009, 01:51 PM

The problem with these guys is that they just lease/rent the lines from BELL and lot of times BELL screws up and that affects their service.

I think BELL doesn't want you to go with these other guys like Acanac et al so they probably service these other guy's customer's more poorly than their own subscriber's.

So everytime you have a technical problem with these third party internet provider's like Acanac , Distributel , CIA.com etc , first you have to call them & then they call BELL and the guy/techinician who comes to your house is actually from BELL and not from Acanac , Distributel , CIA.com etc .

Lot of times this BELL guy/technician or BELL head office screws up ( maybe delibrately or otherwise ) , so that you go back to BELL at a more expensive rate & don't stay with these other lower priced competitors .

I am with 3WEB for the last 9 years ( Now CIA.com ) .

After I joined 3WEB , BELL didn't activate my lines properly so I had slow speed for the first 15 days . I would call 3WEB and then they would call BELL & finally everything was resolved after the first 15 days . Now for the last 9 years ( expect for the first 15 days ) I have had amazing speed & price with 3WEB . I would have paid almost twice that cost for essentialy the same line/speed with BELL.

Only my bill says 3 WEB everything else is basically with BELL , but the price is half of what my BELL bill would be .

It is NOT just a matter of leasing the lines from Bell. The ISP has to have their own back-end setup with their own servers.

These problems could be the leased line or it could be the ISP's infrastructure.

Imelda_Acanac

Aug 17th, 2009, 01:57 PM

I sent you a pm too that it is set for this Friday morning.
Not all tech visits require contacting customer nor access
to inside, but they will call you the day itself if needed.

Imelda O. Suzara
Acanac Rep

Well, just got off the phone with Acanac Tech.support. They asked me to call and ask for a manager... So he is not available but the only thing I can say is Acanac Tech.support is rude and not helping at all...

Oh.. the technician won't go to your place, they just need to check the local loop office... what kind of jock is that?! If technician do not need to come to my place why the hell they need to know what time is more convenient for me?! Now they said it's because my phone jacks have problem, it's bell not them, so call bell and ask them to send a technician to my place, Acanac is not going to ask bell to send a technician... but why I don't have such problem before?

Really nice Acanac... really nice.

ymlccc

Aug 17th, 2009, 01:57 PM

The problem with these guys is that they just lease/rent the lines from BELL and lot of times BELL screws up and that affects their service.... etc

Thanks for the feedback. I totally understand that even I switch to Bell, they might have some other problems. But my point is how you resolve the issue with your customers. If they are not sure about technician's availability, do not ask your customer to stay home for the whole fuxxing day...

The only thing I found good with Acanac is they have pretty good torrent speed by providing a tunnel, other than that, I barely see any benefits staying with them after a year because the promotional 19/month is gone. I am paying same price as other small providers in Montreal with unlimited bandwidth.

raj1008

Aug 17th, 2009, 02:05 PM

It doesnt justify the csr's attitude issues. How do you even think of telling a customer that his router is a piece of junk. And then a condescending tone, oh never mind. Like is he doing me a favor?
And mind you I am still using the same router with another provider

Imelda_Acanac

Aug 17th, 2009, 03:40 PM

I posted a reply on disconnections and possible causes
http://www.redflagdeals.com/forums/showpost.php?p=9257528&postcount=2121
and I sent you a pm since we first came in contact during
your initial activation in March.

Imelda O. Suzara
Acanac Rep

I'm have the same problem! I signed up a few months ago and it's been smooth sailing (other than the problem with the bell rep coming out) ever since.

Recently, every 5-10 minutes it cuts out and the modem loses the internet light and its been VERY unstable; when it does come back online its painfully slow, it takes 2-3 minutes to load a page with simple HTML. I haven't called Acanac but I think I will very soon. The worst part is, I have VOIP with Acanac so it's down 80% of the time.

Not too happy, but I guess you get what you pay for.

Imelda_Acanac

Aug 17th, 2009, 04:10 PM

I just read about this new complaints agency for consumers
http://www.cbc.ca/technology/story/2009/08/14/telecom-complaints-ccts-bell-rogers-telus.html and
here is their website http://www.ccts-cprst.ca/en/page/Overview .

If communication fails between an isp and consumer, this
non-profit corporation can help mediate.

Imelda O. Suzara
Acanac Rep

ymlccc

Aug 18th, 2009, 12:54 PM

Update on my case:
I called Acanac again today and wanted to talk to a manager. Well the girl Jennifer was extremely helpful and quickly give me all the information. I do not need to "fight" or keep listening to someone's bad attitude to get what I need. They will send a technician to check the line "outside" and make sure the problem is not "inside" of my house's wiring. Plus, I can get compensate by sending emails to their billing department. I finally feel there's someone really working at Acanac and been helpful.

I will report back on how they resolve my issue later...

Imelda_Acanac

Aug 18th, 2009, 02:54 PM

If any of you currently use a wireless hotspot in Canada/World:

1. which hotspots do you use
2. is it free, fee based, or with purchase
3. is it limited by time or unlimited
4. is it fast and stable connection
5. which isp provides it
6. would you switch isp at home to use same one
7. any reward or sign up discount for using it
8. what was the location and atmosphere like
9. would you return to use it and for what purpose
10. are hotspots going to be popular for social and business meetings?

Have you tried Bell/Starbucks hotspots? What was it like?

Imelda O. Suzara
Acanac Rep

mystery

Aug 19th, 2009, 08:48 AM

I only use free hot-spots and I don't know what ISP they are:

- Future Shop
- Best Buy
- Sony Store
- Fairmont Queen Elizabeth Hotel (free if you're a President's Club member)

ahbitheman

Aug 19th, 2009, 02:16 PM

would you guys recommend me to get this for my house in kingston? im a university student at queens and we have like 6 guys in a house so im assuming we'll all be downloading constantly. It seems cheaper than the price Cogeco charges for internet. Every1 in kingston has Cogeco and I'd rather save cost as we're all in school. Advice?

EPcjay

Aug 19th, 2009, 02:25 PM

iris888

Aug 19th, 2009, 11:38 PM

Hello,
Has anyone tried connecting Acanac's Modem to D link DIR 655?
thanks

santai

Aug 20th, 2009, 06:18 AM

Hi there,

So I just got my Acanac internet working in Hamilton and I'm kind of disappointed with my speeds:

From acanac speedtest:
Last Result:
Download Speed: 2493 kbps (311.6 KB/sec transfer rate)
Upload Speed: 544 kbps (68 KB/sec transfer rate)

http://www.speedtest.net/result/544319471.png (http://www.speedtest.net)

I was getting the exact same results at about midnight last night to speedtest servers in Toronto and Hamilton.

I am just wondering if there is any tweaking that I can do to improve my speed closer to 5 megabit. I bought the TP-LINK TD-8816 modem and I'm not using a router yet (plan to buy WRT54GL soon). I live in an apartment building in downtown Hamilton and I'm wondering if I'm limited to these speeds because of my building's wiring and location...

Imelda_Acanac

Aug 20th, 2009, 08:19 AM

Hi,

If you send me your name and number by pm, I can follow up
and check on your profile. Speed is limited by distance from
the Central Office but there are other factors. I can check
your modem speeds because those browser speed tests
can vary depending on server tested to/from and time taken.
Maybe a 'slow speeds' or 'raise profile' ticket can increase it.

Imelda O. Suzara
Acanac Rep

Hi there,

So I just got my Acanac internet working in Hamilton and I'm kind of disappointed with my speeds:

From acanac speedtest:
Last Result:
Download Speed: 2493 kbps (311.6 KB/sec transfer rate)
Upload Speed: 544 kbps (68 KB/sec transfer rate)

http://www.speedtest.net/result/544319471.png (http://www.speedtest.net)

I was getting the exact same results at about midnight last night to speedtest servers in Toronto and Hamilton.

I am just wondering if there is any tweaking that I can do to improve my speed closer to 5 megabit. I bought the TP-LINK TD-8816 modem and I'm not using a router yet (plan to buy WRT54GL soon). I live in an apartment building in downtown Hamilton and I'm wondering if I'm limited to these speeds because of my building's wiring and location...

rdx

Aug 20th, 2009, 08:30 AM

I heard Rogers recently upgraded the speed from 17M to 25M !!!

I know this is what their marketing says, but are users actually getting this speed? If so, it is 2-3 times faster than Bell DSL.

Imelda_Acanac

Aug 20th, 2009, 10:47 AM

I looked at the Cogeco website and for the first year
Acanac has a cheaper offer for prepaid yearly calculated at
$18.95 month for up to 5M unlimited whereas Cogeco
has $23.95 for up to 3M at 10G monthly. If you have 6
students you can get a router for the modem to make a wifi
home hotspot and share the costs of one dsl account.

If you pm me your address, I can check if Acanac serves
your address and what speeds are possible. We also have
a free fast fiber optic network with 10M+ browser speeds.

Imelda O. Suzara
Acanac Rep

would you guys recommend me to get this for my house in kingston? im a university student at queens and we have like 6 guys in a house so im assuming we'll all be downloading constantly. It seems cheaper than the price Cogeco charges for internet. Every1 in kingston has Cogeco and I'd rather save cost as we're all in school. Advice?

mystery

Aug 20th, 2009, 01:13 PM

I looked at the Cogeco website and for the first year
Acanac has a cheaper offer for prepaid yearly calculated at
$18.95 month for up to 5M unlimited whereas Cogeco
has $23.95 for up to 3M at 10G monthly. If you have 6
students you can get a router for the modem to make a wifi
home hotspot and share the costs of one dsl account.

If you pm me your address, I can check if Acanac serves
your address and what speeds are possible. We also have
a free fast fiber optic network with 10M+ browser speeds.

Imelda O. Suzara
Acanac Rep

I have a dumb question: what good is a fiber optic network with 10M+ speeds, if you are limited by the DSL modem's connection speed which is way less than that?

Imelda_Acanac

Aug 20th, 2009, 07:52 PM

It is a good question for those who do both modem tests
at http://192.168.1.1 which are closest to Bell Portal
line/modem speeds and what we see here, and the online
browser speed tests such as http://www.acanac.ca/speedtest/
and http://speedtest.net/. The fiber optic network is for
browser speeds and is not limited by the modem speed.
The free online pc is faster than 10Mb for browsing websites,
even if the modem speed only gets 5Mb since it connects
to the higher speeds of a fiber optic network server.

Here are my browser speed test results right now
Acanac speedtest
Last Result:
Download Speed: 47159 kbps (5894.9 KB/sec transfer rate)
Upload Speed: 6149 kbps (768.6 KB/sec transfer rate)
http://www.speedtest.net/result/544836779.png (http://www.speedtest.net)

and modem speed test
5056 M/ 800K down
and Bell Portal line/speed test
Last Result:
Download Speed: 47159 kbps (5894.9 KB/sec transfer rate)
Upload Speed: 6149 kbps (768.6 KB/sec transfer rate)

Imelda O. Suzara
Acanac Rep

I have a dumb question: what good is a fiber optic network with 10M+ speeds, if you are limited by the DSL modem's connection speed which is way less than that?

ketchudj

Aug 21st, 2009, 10:10 AM

Wow- my internet has been down for a week.

First I am told the usual reboot, unplug everything, make sure the computer is connected directly to the modem, make sure the modem is connectly directly to the wall, turn off your virus protection, turn off your modem, etc...

Then I am told change the DNS settings. Then I am told my account is cancelled (I was the sucker that paid upfront for the second year) and I should call back tomorrow to accounting.

Accounting doesn't take calls, only emails. I put in an emergency ticket- and they go through the same crap because some guy offers the same information to solve the problem. I even told them I needed to speak to accounting because i was told my account was cancelled (half way through my prepaid contract).

Imelda can you help?

Imelda_Acanac

Aug 22nd, 2009, 01:13 PM

I would like to help of course. I too experienced lack of internet
but due to this morning's electrical power outage. According to
Toronto Hydro when I called them, there was a volt fire and extensive
damage has to be repaired in cables so only 75% of power is up and
the rest may take till Monday. I can check your account status
if you pm me your name and number. Usually, customers complain
about the difficulty of canceling on the 2nd year because they forgot
to email billing department ahead of the renewal date. So it is unusual
to hear that your account was canceled by us instead; it is up to the
customer to inform us of this. Please pm me and I will check it.

Refer to Toronto Hydro power outage news
http://www.torontohydro.com/electricsystem/residential/power_outage.html

Imelda O. Suzara
Acanac Rep

Wow- my internet has been down for a week.

First I am told the usual reboot, unplug everything, make sure the computer is connected directly to the modem, make sure the modem is connectly directly to the wall, turn off your virus protection, turn off your modem, etc...

Then I am told change the DNS settings. Then I am told my account is cancelled (I was the sucker that paid upfront for the second year) and I should call back tomorrow to accounting.

Accounting doesn't take calls, only emails. I put in an emergency ticket- and they go through the same crap because some guy offers the same information to solve the problem. I even told them I needed to speak to accounting because i was told my account was cancelled (half way through my prepaid contract).

Imelda can you help?

Imelda_Acanac

Aug 22nd, 2009, 02:37 PM

I just realized your title was the ticket number and
I looked at your ticket and history. You have 3 for Aug 21
about this. I checked your current sync profile speeds
and you are getting 5M speeds. It looks okay from Bell Portal.
However you used to have voip and canceled that last year
and please check if your modem has the correct username/password
and configuration without voip. I will send you a pm with your user/pw
which should be in the modem. The wrong combination can cause
disconnections but your account is active and has not been canceled.

Imelda O. Suzara
Acanac Rep

Wow- my internet has been down for a week.

First I am told the usual reboot, unplug everything, make sure the computer is connected directly to the modem, make sure the modem is connectly directly to the wall, turn off your virus protection, turn off your modem, etc...

Then I am told change the DNS settings. Then I am told my account is cancelled (I was the sucker that paid upfront for the second year) and I should call back tomorrow to accounting.

Accounting doesn't take calls, only emails. I put in an emergency ticket- and they go through the same crap because some guy offers the same information to solve the problem. I even told them I needed to speak to accounting because i was told my account was cancelled (half way through my prepaid contract).

Imelda can you help?

Imelda_Acanac

Aug 24th, 2009, 08:38 AM

It took a few reboots and reconnecting to get the internet going
here at 'studio i' in Queen East area. Electricity finally returned
yesterday afternoon but no internet. This morning only the nx
browser on Acanac's faster fiber optic network are able to get
online but regular browsers are not. Even Acanac's store is having
problems getting online. It probably will take a few days for all
the electromagnetic energy in the area to build up with electricity
and phone/computer networks reconnecting again in dt Toronto.

Over the weekend, I had to borrow my brother's internet connection
with Rogers cable at SB store in Parkdale. Those electrical
thunder and lightning storms are affecting electricity and phone connections.

Mid-afternoon -- clearing cache, rebooting and reconnecting cables a few times
finally fixed the regular browsers to connect online as the modem.

Refer to Toronto Hydro updates
http://www.torontohydro.com/electricsystem/residential/power_outage.html

Imelda O. Suzara
Acanac Rep

ymlccc

Aug 24th, 2009, 08:55 AM

It's very strange. During the weekend the speed "automatically" went down to 2MB (20xx kbps DOWN, and 62x kbps UP), especially Sunday, the speed was like this constantly. I test the connection more than 5 times a day to get this score.

I tested the line twice this morning and found out the speed went back to 37xx kbps DOWN and 64x UP... I wonder if Bell is doing anything to "conserve" the bandwidth during the weekend... Or is this has anything to do with Acanac?

Anyone has experienced similar situation? If I am still the 1st year freshman with acanac paying only $19/month, I probably will let it slide... because the price is unbeatable, but since now I am paying slightly less than Bell per month, I wish I could have more consistent service everyday.

Imelda_Acanac

Aug 24th, 2009, 09:41 AM

For those who have alarm systems connected to the wiring
electric and phone at home, you can contact the alarm company
or Bell to ask for a pots splitter which will separate your dsl line
from the phone line and improve the stability of connection.
So please contact the alarm company first and if not, then contact
Bell for a pots splitter. Your line is okay but this alarm system
can cause disconnections and fluctuating speeds.

Imelda O. Suzara
Acanac Rep

It's very strange. During the weekend the speed "automatically" went down to 2MB (20xx kbps DOWN, and 62x kbps UP), especially Sunday, the speed was like this constantly. I test the connection more than 5 times a day to get this score.

I tested the line twice this morning and found out the speed went back to 37xx kbps DOWN and 64x UP... I wonder if Bell is doing anything to "conserve" the bandwidth during the weekend... Or is this has anything to do with Acanac?

Anyone has experienced similar situation? If I am still the 1st year freshman with acanac paying only $19/month, I probably will let it slide... because the price is unbeatable, but since now I am paying slightly less than Bell per month, I wish I could have more consistent service everyday.

ymlccc

Aug 24th, 2009, 09:53 AM

Imelda_Acanac

Aug 24th, 2009, 11:14 AM

For installing your own simple filters, maybe ask Sentinel
what they would recommend or talk to someone in a computer
store like The Source and try it out. Or you mentioned your
neighbour has the same alarm system, so take a look and
see what filter or splitter was used. But please do not try
installing any equipment with wiring, such as the bottom 2
in this link http://www.hometech.com/techwire/dsl.html.

Imelda O. Suzara
Acanac Rep

That I understand totally. I disconnect the RI31/RJ38 connector by following Bell's technician, and that's what I got... I also called sentinel alarm system, they said they "must" install filter for all their clients no matter what phone system they have.

The only thing left me to do is buy one security alarm filter from the website you recommended. Could you tell me which one to buy? Anyone of them?

rivet

Aug 24th, 2009, 10:32 PM

Just placed an order because of this thread, I am switching from Cogeco because Cogeco is too expensive for me after the summer promotion(I am in kingston), I hope I didn't get any headache from Acanac in the future as I hate wasting any time on these things. let's see how it goes.

I feel good there is an Acanac Rep. Imelda here on RFD, I will post here for help if I have problems that can't be solved easily over phone.

Thanks

fightbriz

Aug 24th, 2009, 10:36 PM

So what's the verdict on Acanac, is it reliable like Rogers cable? Is there a lot of downtime? Customer service?

(not taking into account things like tornados)

Imelda_Acanac

Aug 25th, 2009, 08:08 AM

Acanac's first year promotional discounted deal is the
cheapest for dsl 5Mb unlimited. I hope we can give
you the best speed possible. If you need any follow up
on the status of your account, feel free to pm me your
name and number.

Imelda O. Suzara
Acanac Rep

Just placed an order because of this thread, I am switching from Cogeco because Cogeco is too expensive for me after the summer promotion(I am in kingston), I hope I didn't get any headache from Acanac in the future as I hate wasting any time on these things. let's see how it goes.

I feel good there is an Acanac Rep. Imelda here on RFD, I will post here for help if I have problems that can't be solved easily over phone.

Thanks

Imelda_Acanac

Aug 25th, 2009, 09:55 AM

I looked at the various internet speeds offered by Rogers
which runs on cable lines not phone lines
https://www.rogers.com/web/Rogers.portal?_nfpb=true&_windowLabel=HiSpeedBrowse_1_2&HiSpeedBrowse_1_2_actionOverride=%2Fportlets%2Fcon sumer%2Finternet%2Fbrowse%2FhiSpeedCableBrowse%2Fc ompare&HiSpeedBrowse_1_2productID=WAVE&_pageLabel=INTER_HISPEED
and Bell's internet which runs on phone lines as all dsl isps,
http://bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page.
Line quality is probably the major factor difference
here as cable lines are capable of television broadcasting
and phone lines were made for phone audio but amazingly
are also capable of internet which has video data. Even
just looking at the thickness of a cable line in contrast
to the thin phone line inside our homes makes it understandable
why cable internet is faster.

However, Acanac does have a faster fiber optic network available
for free to dsl customers or paid vps with full root access
capable of 10M to 20M http://acanac.ca/Webhosting.html.
Obviously fiber optic servers can also be the reason for browser speeds
(not modem speeds) being faster.

Imelda O. Suzara
Acanac Rep

I heard Rogers recently upgraded the speed from 17M to 25M !!!

I know this is what their marketing says, but are users actually getting this speed? If so, it is 2-3 times faster than Bell DSL.

darkprince

Aug 27th, 2009, 11:24 AM

I wished my internet would clock at this speed

http://www.speedtest.net/result/549915011.png (http://www.speedtest.net)

weedb0y

Aug 27th, 2009, 11:31 AM

Thanks for providing great customer service!

On another note, what backend is Acanac running on?

Are you guys being charged on per MB/GB basis or do you also have unlimited contracts with your back-bone providers?

How big is the pipe to sustain 50-100K userbase? (If you can talk about that)

I looked at the various internet speeds offered by Rogers
which runs on cable lines not phone lines
https://www.rogers.com/web/Rogers.portal?_nfpb=true&_windowLabel=HiSpeedBrowse_1_2&HiSpeedBrowse_1_2_actionOverride=%2Fportlets%2Fcon sumer%2Finternet%2Fbrowse%2FhiSpeedCableBrowse%2Fc ompare&HiSpeedBrowse_1_2productID=WAVE&_pageLabel=INTER_HISPEED
and Bell's internet which runs on phone lines as all dsl isps,
http://bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page.
Line quality is probably the major factor difference
here as cable lines are capable of television broadcasting
and phone lines were made for phone audio but amazingly
are also capable of internet which has video data. Even
just looking at the thickness of a cable line in contrast
to the thin phone line inside our homes makes it understandable
why cable internet is faster.

However, Acanac does have a faster fiber optic network available
for free to dsl customers or paid vps with full root access
capable of 10M to 20M http://acanac.ca/Webhosting.html.
Obviously fiber optic servers can also be the reason for browser speeds
(not modem speeds) being faster.

Imelda O. Suzara
Acanac Rep

weedb0y

Aug 27th, 2009, 11:32 AM

bigv44

Aug 27th, 2009, 04:40 PM

I'm interested in switching over to acanac from rogers for dry loop dsl. However, a phone line has never been set up at my home before. I don't have the external phone box (network interface box?). would the bell technician sent out install this for me? Would he run the line from the box to the interior electrical panel? Are there any additional costs for either?

Totoriko

Aug 28th, 2009, 08:14 AM

Since last night www.redflagdeals.com stopped working for me on my Acanac connection. I thought the website was down as everything else was working fine but it turns out that it's the Acanac connection that's the culprit.
Anyone else noticed that? - Yeah I know it can be tricky reading this if you are having the same problem as me :)

weedb0y

Aug 28th, 2009, 05:26 PM

loudsubz

Aug 28th, 2009, 05:54 PM

I get a constant 4.2 mb connection and live in mississauga. I have had acanac now for maybe 6 months and have been quite pleased.

Just wondering what the rates are after the 1st year promotion goes away though.

Totoriko

Aug 28th, 2009, 07:28 PM

No problems here.

Check your DNS settings?

Yeah I flushed but it didn't fix it. Came home today and it's fixed itself. Funny eh?

Imelda_Acanac

Aug 29th, 2009, 09:19 AM

Is your building or house old or new? If there are no
phone jacks nor box, you will need a phone line for
Acanac dsl to work. You can first ask Bell to get a
regular phone installed and phone jack and sign up
for internet with Acanac. Or if you only want dry loop
use of phone line without dial tone you can choose
dry loop dsl (extra $8 month or $96 year) when you sign up
with Acanac and we ask a Bell technician. Usually
Bell only handles outside lines and you need an independent
electrician to do the inside wiring. The costs of installation
depends on how much work is involved so it is best to call
Bell first and tell them your situation and ask for a cost estimate.

Imelda O. Suzara
Acanac Rep

I'm interested in switching over to acanac from rogers for dry loop dsl. However, a phone line has never been set up at my home before. I don't have the external phone box (network interface box?). would the bell technician sent out install this for me? Would he run the line from the box to the interior electrical panel? Are there any additional costs for either?

Imelda_Acanac

Aug 29th, 2009, 09:49 AM

If you follow internet and phone news on the CAIP
or CRTC websites, Bell who manages the phone lines
and the isps who provide the servers and sell the access
to the internet are currently arguing over this. Bell wants
to impose usage-based billing per individual going over
a certain amount such as 60GB monthly but isps such
as Acanac which offers an unlimited one plan to customers,
want to continue a one fee unlimited plan regardless of usage.
Bell does have various levels of billing depending on usage
and speeds http://bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page.
Here is a link to the CAIP website http://www.cata.ca/Communities/caip/
and CRTC http://www.crtc.gc.ca/eng/news/releases/2009/r090331.htm
if you want to read details about the legal battle.
As for the pipeline, I asked Trevor, one of our Support managers
and he replied 'We don't know, its the same as Bell sympatico.'
Acanac has more than 50 thousand active dsl customers
since it started in 2005 and continues to grow monthly
with most customers in Montreal and Toronto.

Imelda O. Suzara
Acanac Rep

Thanks for providing great customer service!

On another note, what backend is Acanac running on?

Are you guys being charged on per MB/GB basis or do you also have unlimited contracts with your back-bone providers?

How big is the pipe to sustain 50-100K userbase? (If you can talk about that)

Imelda_Acanac

Aug 29th, 2009, 12:26 PM

If only one website is not working, then maybe their host server
is down for maintenance because if there is an internet connection
and other websites are loading, it cannot be the isp that is down.
But after the brownout weekend on Queen Street East, there was
no electricity and internet in this area so I had to go to Parkdale
down Queen Street West at my brother's to work using his Rogers cable
internet. When I returned, the modem was showing connection
and I could get on the faster fiber optic network of Acanac but
the regular browsers would not load any websites. I rebooted
and reconnected several times and cleared the cache before they
worked again and uploaded websites. If only one website is down
then it may be their host is undergoing maintenance but if all the
websites are not loading and there is a modem connection, it can
be that there is data congestion that has to be cleared and synchronicity
between the line, modem, host servers, computers have to be
reestablished, or maybe the dns servers are undergoing maintenance.
Or it could take awhile for the power, speeds and connection
to build up in an area until it is back to normal. Some rural areas
are slow because there is not enough power and the far distance
but in a city, after a power outage, it can take time to recover all
the connections for sending data over phone lines and wirelessly.

Imelda O. Suzara
Acanac Rep

Since last night www.redflagdeals.com stopped working for me on my Acanac connection. I thought the website was down as everything else was working fine but it turns out that it's the Acanac connection that's the culprit.
Anyone else noticed that? - Yeah I know it can be tricky reading this if you are having the same problem as me :)

Imelda_Acanac

Aug 31st, 2009, 12:03 PM

The quantity and quality of free videos and movies of tv stations,
communities, independent groups and corporations that are
available on the internet are improving and increasing. International
free channels on linked websites offer streaming without downloading:
http://nfb.ca
http://www.momomesh.com/
http://www.mediabrave.com
http://www.watch-free-online.tv
http://www.wwitv.com
http://www.video.ca
http://www.vimeo.com

Some take longer than others to play depending on the host server
of the websites but are free and can be seen on full screen on pc.
I only have 5Mb with Acanac but can view these.

Imelda O. Suzara
Acanac Rep

weedb0y

Aug 31st, 2009, 12:15 PM

Thanks! Growth of Internet is dependent upon providers like Acanac which provide and encourage use of multi-media services.

Say no to CAPS. (eventhough I use less than 60gb a month).

mirfankhanca

Aug 31st, 2009, 12:47 PM

If you follow internet and phone news on the CAIP
or CRTC websites, Bell who manages the phone lines
and the isps who provide the servers and sell the access
to the internet are currently arguing over this. Bell wants
to impose usage-based billing per individual going over
a certain amount such as 60GB monthly but isps such
as Acanac which offers an unlimited one plan to customers,
want to continue a one fee unlimited plan regardless of usage.
Bell does have various levels of billing depending on usage
and speeds http://bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page.
Here is a link to the CAIP website http://www.cata.ca/Communities/caip/
and CRTC http://www.crtc.gc.ca/eng/news/releases/2009/r090331.htm
if you want to read details about the legal battle.
As for the pipeline, I asked Trevor, one of our Support managers
and he replied 'We don't know, its the same as Bell sympatico.'
Acanac has more than 50 thousand active dsl customers
since it started in 2005 and continues to grow monthly
with most customers in Montreal and Toronto.

Imelda O. Suzara
Acanac Rep

Hello Imelda:

Last year (Nov '08) I paid for Acanac service and the modem, after a week I still had no service. After raising a ticket, I was advised that Bell had refused a connection to my number saying that they did not have sufficient capacity.

Has the situation changed?

Please p.m. me as I am still interested in availing of your services. Alternatively provide me your contact information.

Thanks.

Imelda_Acanac

Aug 31st, 2009, 02:04 PM

I sent you a pm asking for your full address with postal code
so I can check Bell Portal if Acanac can serve your home.

Imelda O. Suzara
Acanac Rep

Hello Imelda:

Last year (Nov '08) I paid for Acanac service and the modem, after a week I still had no service. After raising a ticket, I was advised that Bell had refused a connection to my number saying that they did not have sufficient capacity.

Has the situation changed?

Please p.m. me as I am still interested in availing of your services. Alternatively provide me your contact information.

Thanks.

cypher

Aug 31st, 2009, 03:57 PM

Hi Imelda,

You have a pm. :)

rivet

Aug 31st, 2009, 10:13 PM

Just wondering for those people who posting internet speed results, do all your guys go to speedtest.net to test your internet speed? Anything need to pay attention to?

darkprince

Sep 1st, 2009, 09:20 AM

http://www.speedtest.net/result/553782301.png (http://www.speedtest.net)

Looks like my upload was running at constant speed (60m) all of sudden *SNAP!* it just hit the wall or trip and fell on its face and stopped at (39m).

lol

Imelda_Acanac

Sep 1st, 2009, 10:31 AM

When you do browser speed tests, choose the closest city
to where you are located. Also, keep in mind that they
fluctuate depending on time of day/night taken ie. slower
during heavy peak hours when lots of users are online.
Modem tests tend to remain the same and are closest
to what Bell Portal shows for the line/modem.

Setup network: Lynx210 modem to Airport Express wireless router
(not bridged) with Macbook connecting wirelessly, 3 phones with 1
digital answering machine with filters using a 3port phone jack, no
filter on Lynx modem, Motorola wireless security camera system with
old Compaq laptop with a Netgear wireless card adapter, Centrios
wireless speakers to Macbook for internet music, external hard drive,
video camcorders, Wacom trackpad, usb coffee cup heater

On a regular browser -- MacOs/Firefox
http://www.speedtest.net/result/553838335.png (http://www.speedtest.net)

On the fiber optic network browser -- Linux/Firefox
http://www.speedtest.net/result/553836862.png (http://www.speedtest.net)
Staff and customers have access.

Bell Portal
5056 down / 800 up

Modem test
5056 down / 800 up

Imelda O. Suzara
Acanac Rep

Just wondering for those people who posting internet speed results, do all your guys go to speedtest.net to test your internet speed? Anything need to pay attention to?

ruiner

Sep 1st, 2009, 10:44 AM

When I signed up almost 2 years ago I clearly remember reading that you had to pay for the first year but should you decide to cancel at one point they would refund the remaining months? I think it's not the case anymore but...

I'm into the 2nd year, so now paying full price and automatically got charged the full 2nd year. I now moved out and cannot use the service anymore so I send an e-mail (because when I called to cancel I was told you need to email to cancel..) anyway, I clearly stated in the e-mail that the cancellation needed to be done right away. I never got their response back since gmail detects them as spam (!), so they never canceled it because I never responded to their question saying "do you really want to cancel?" ... so I called them and was told to check spam.. So I find the e-mail, respond and tell them yes cancel.

Now I'm told I'll be charged 5 months of service to cancel because I was apparently on a 1 year agreement that auto-renewed after the first year..

Anyway I am just posting this here as warning I suppose and I am wondering if I am wrong here? Should I really have to pay 5 months of service that I will not use (5*33$ = 165$!?) because I pre-paid the regular price for the full year?

If I was on the promo pricing I'd understand, but this is regular pricing and not a 1 year contract promo price..

So I guess everyone before your first year is over make sure you ask to go on a month to month otherwise if you ever cancel you will lose your money of the entire year...

BLEH

Imelda_Acanac

Sep 1st, 2009, 11:03 AM

As per User Agreement http://acanac.ca/User-Agreement.html,
you should get refunded the unused months.
'Customers must terminate the agreement before or on the renewal date.
Should a client forget to terminate before the renewal date, clients will be
required to pay one additional month of service ( at the monthly rate ) and
the remainder will be refunded.'

If you pm me your name and number, I can check what date you
emailed a cancelation and follow up on how much you should be refunded
from the unused months, probably backdating to your email cancellation.

Imelda O. Suzara
Acanac Rep

When I signed up almost 2 years ago I clearly remember reading that you had to pay for the first year but should you decide to cancel at one point they would refund the remaining months? I think it's not the case anymore but...

I'm into the 2nd year, so now paying full price and automatically got charged the full 2nd year. I now moved out and cannot use the service anymore so I send an e-mail (because when I called to cancel I was told you need to email to cancel..) anyway, I clearly stated in the e-mail that the cancellation needed to be done right away. I never got their response back since gmail detects them as spam (!), so they never canceled it because I never responded to their question saying "do you really want to cancel?" ... so I called them and was told to check spam.. So I find the e-mail, respond and tell them yes cancel.

Now I'm told I'll be charged 5 months of service to cancel because I was apparently on a 1 year agreement that auto-renewed after the first year..

Anyway I am just posting this here as warning I suppose and I am wondering if I am wrong here? Should I really have to pay 5 months of service that I will not use (5*33$ = 165$!?) because I pre-paid the regular price for the full year?

If I was on the promo pricing I'd understand, but this is regular pricing and not a 1 year contract promo price..

So I guess everyone before your first year is over make sure you ask to go on a month to month otherwise if you ever cancel you will lose your money of the entire year...

BLEH

ruiner

Sep 1st, 2009, 12:43 PM

rdx

Sep 1st, 2009, 12:54 PM

Thanks for clearing it up for me. Just for everyone, the original response I received said they would charge me 5 months at full price.. What they really meant was they charging the first 5 months that I have used and refunding the remaining months.. The way it was written sounded like they were charging me 5 months "penalty". I guess it was just a wording issue... Now I just have to wait and see if I really get the refund =)

Paying 5 months of full price plus the cost of shipping the modem back won't save you too much from the one year special price. And where else can you go to get a better price than $18.95 tax included?

ruiner

Sep 1st, 2009, 01:15 PM

Paying 5 months of full price plus the cost of shipping the modem back won't save you too much from the one year special price. And where else can you go to get a better price than $18.95 tax included?I paid for the modem so I'm not shipping it back... I already have used the entire first year so I was paying full price now. The reason I canceled is I moved out of my house and moved to someone else who is on a contract with a different provider. When it's up she'll be signing up with Acanac for sure..

rdx

Sep 1st, 2009, 01:25 PM

I paid for the modem so I'm not shipping it back... I already have used the entire first year so I was paying full price now. The reason I canceled is I moved out of my house and moved to someone else who is on a contract with a different provider. When it's up she'll be signing up with Acanac for sure..

I see.

So far, I am happy with the price and 5M. Hopefully, they will also upgrade the speed as Rogers/Bell increases :lol:

Imelda_Acanac

Sep 1st, 2009, 03:43 PM

Since you paid $49.95 deposit, you can get it back.
When you want to return the modem for refund,
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com and after 2 weeks
if its condition is accepted as working, you will
get a refund by credit card or cheque.

Imelda O. Suzara
Acanac Rep

I paid for the modem so I'm not shipping it back... I already have used the entire first year so I was paying full price now. The reason I canceled is I moved out of my house and moved to someone else who is on a contract with a different provider. When it's up she'll be signing up with Acanac for sure..

rivet

Sep 1st, 2009, 05:32 PM

I am getting 2.92 Mbps download in speed test (down to around 2.5 now, 2.9* seems to be the highest), wondering if that is normal. (Add: I went to Acanac's speed test, got less
Download Speed: 2465 kbps (308.1 KB/sec transfer rate)
Upload Speed: 607 kbps (75.9 KB/sec transfer rate))

Anyway, is there any instructions to setup router? Can I just plug in like a using cable internet? Thanks.

By the way, should the modem go through a filter before it connects to a phone port?

When you do browser speed tests, choose the closest city
to where you are located. Also, keep in mind that they
fluctuate depending on time of day/night taken ie. slower
during heavy peak hours when lots of users are online.
Modem tests tend to remain the same and are closest
to what Bell Portal shows for the line/modem.

On a regular browser -- MacOs/Firefox
http://www.speedtest.net/result/553838335.png (http://www.speedtest.net)

On the fiber optic network browser -- Linux/Firefox
http://www.speedtest.net/result/553836862.png (http://www.speedtest.net)
Staff and customers have access.

Bell Portal
5056 down / 800 up

Modem test
5056 down / 800 up

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Sep 2nd, 2009, 09:07 AM

If you pm me your name and number I can check Bell Portal
to see if your speeds can be improved. Some routers require
that the modem has to be bridged to have a stable connection.
The community forum through the Feature Panel http://acanac.net/
has postings with customers using various equipment and the
tech moderators post replies if you need help. Also, read the
FAQ http://acanac.ca/Gfaq.htm and ask questions. There should
be no filter between the modem and the phone jack; filters are
only for phones on regular dsl but none for dry loop.

Imelda O. Suzara
Acanac Rep

I am getting 2.92 Mbps download in speed test (down to around 2.5 now, 2.9* seems to be the highest), wondering if that is normal. (Add: I went to Acanac's speed test, got less
Download Speed: 2465 kbps (308.1 KB/sec transfer rate)
Upload Speed: 607 kbps (75.9 KB/sec transfer rate))

Anyway, is there any instructions to setup router? Can I just plug in like a using cable internet? Thanks.

By the way, should the modem go through a filter before it connects to a phone port?

Imelda_Acanac

Sep 3rd, 2009, 12:41 PM

With technology continually improving, consumers are
buying new equipment maybe every 3 to 5 years just
to keep up with developments. Wireless networks have
been around since television and radio can receive data over
the air from satellites. With personal laptop computers and
cell phones, wifi and bluetooth networks are becoming common
and affordable to the average working class. Portable and mobile
devices can be used while traveling and moving around. A lot
of homes and offices are setting up wireless networks to hook
on to the internet, the interactive information highway, making
broadcasting and networking available and affordable to the average
user. Some of the devices may conflict due to interference from
being on the same channels, such as the 802.11 equipment on
the 2.4GHz band: microwaves, cordless phones, computer modems.
The electromagnetic radio channels on the 2.4GHz are shared with
ISM Industrial Scientific Medical equipment and these communication
devices. The possible interference between these equipment should
be a greater concern because it can be potentially dangerous!

My Samsung cell phone has a feature 'Airplane Mode' which can be
used when traveling on an airplane. Turning it on will actually prevent
incoming and outgoing calls and online access. My Motorola wireless
security camera has some warnings for health and restrictions where
its interference to other devices may be harmful such as in airports.
My Vtech cordless phone is only on the 900MHz so is not in the same range
and thus avoids interference and so works better. My Danby microwave
which uses ISM frequency has warnings on interference with radio and tv
reception. Keep in mind when buying new devices to read any warnings about
interference, electromagnetic radio energy on health and keeping distance from
device, and how to avoid conflict and interference in their operations within the
same 2.4GHz band.

Refer to http://en.wikipedia.org/wiki/IEEE_802.11
and http://en.wikipedia.org/wiki/ISM_band and
http://en.wikipedia.org/wiki/Electromagnetic_interference_at_2.4_GHz .

Imelda O. Suzara
Acanac Rep

PsychoMantis

Sep 4th, 2009, 03:10 PM

hey, just wondering, they mention unlimited downloads but does that = unlimited bandwidth altogether?! (upload and download?!)

Cas77

Sep 4th, 2009, 06:31 PM

Anyway, is there any instructions to setup router? Can I just plug in like a using cable internet? Thanks.

Log directly into your modem and change it to bridge mode. (192.168.1.1)

Then connect the router, log into the router and change it from DHCP to PPPoE (with username/pass provided by acanac)

This doc is pretty straightforward:
http://www.acanac.ca/docs/routersetup2007.pdf

Canuck2fan

Sep 4th, 2009, 07:51 PM

I just signed up my Grandmother and got her set up with it yesterday. Other than they fact that they sent out the modem after I told them twice not too, all went smoothly. She is getting 3775 down in a building where her neighbor is getting about 3660 with bell so it seems to be about the same for the distance from the central office.

AznVengence

Sep 4th, 2009, 09:36 PM

Will this internet work if I have rogers home phone?
also anybody tested speed around the Maple area?

markom

Sep 5th, 2009, 10:17 AM

Will this internet work if I have rogers home phone?
also anybody tested speed around the Maple area?

You will have to get a dry loop.

Imelda_Acanac

Sep 5th, 2009, 12:21 PM

Yes the current offer includes both upload and download usage
with speeds up to 5Mbs for down and 800Kbs for up.

Imelda O. Suzara
Acanac Rep

hey, just wondering, they mention unlimited downloads but does that = unlimited bandwidth altogether?! (upload and download?!)

Imelda_Acanac

Sep 5th, 2009, 02:21 PM

Since Bell and other dsl isps use phone lines, technically
the speeds that are possible should be the same due to
the distance from the customer's home to the Bell CO, but
it also depends on what plan you pay for with Bell and the
servers of the isp. Some fiber optic servers are capable
of faster speeds but cost more. Acanac allows its dsl
customers access to the faster fiber optic network with
the free online pc 10Mbs+ and ssh tunnel.

If you pm me your grandmother's name, I can check to
see if we can get her line speeds up to 5M.

Imelda O. Suzara
Acanac Rep

I just signed up my Grandmother and got her set up with it yesterday. Other than they fact that they sent out the modem after I told them twice not too, all went smoothly. She is getting 3775 down in a building where her neighbor is getting about 3660 with bell so it seems to be about the same for the distance from the central office.

Imelda_Acanac

Sep 6th, 2009, 01:02 PM

Acanac has customers in Maple with residential speeds
up to 5Mbs. It works on phone lines with either a dry loop
(no dial tone) or wet loop (regular phone). For Rogers,
ask if your phone is digital and if so you will need a dry loop
with Acanac, or if it is analog ask for its CID number.
If you pm me your full address with postal code, I can check
Bell Portal for the approximate speeds for your home.

Imelda O. Suzara
Acanac Rep

Will this internet work if I have rogers home phone?
also anybody tested speed around the Maple area?

panivi7

Sep 6th, 2009, 07:18 PM

Would the speed be affected in anyway for people living in Richmond Hill, Ontario?.

wwedx

Sep 6th, 2009, 08:24 PM

Thanks my 1 year term with the HORRIBLE Primus is over next month!
I guess i know my next ISP!

Ender2070

Sep 7th, 2009, 12:38 AM

http://acanac.ca/google-promo.htm?gclid=CM71oPiEvZcCFQVfFQodjW7kSg

100 Gigs of Online Storage
12 month contract that you pay up front <$228 for the year
30 day money back policy if you don't like their services
<$34 (taxes in) a month after the one year deal is done
Unlimited downloads, No Capping :)

Don't know the expiry on this deal (NOTE: Looks like it ends January 31). So hurry up and get it. Worst case utilize their 30 day money back policy. Promo only available in Ontario and Quebec.

Here's a review of their services (82% approval rating);
http://www.dslreports.com/comments/2744

:cheesygriPlease ***********************************:cheesygri

Thanks.

BTW, I've had Acanac since Sunday and have had no disconnections and a smooth 5mb service so far. I was with TekSavvy prior and would disconnect at least once a day. We have 3 computers, 2 of them were running WoW without lagging and the other one ran smoothly as well. Best Internet I've ever had.

It's cheap because if you want ANY support you are phoning india. Even if you think you're calling Toronto.

Imelda_Acanac

Sep 7th, 2009, 08:22 AM

I checked the profile speeds of some of our customers in that area
and see speeds up to 5Mb and 7Mb in CO with remote.
If you pm me your full address with postal code, I can check
Bell Portal for the estimated speeds for your location.

Imelda O. Suzara
Acanac Rep

Would the speed be affected in anyway for people living in Richmond Hill, Ontario?.

contact_markm

Sep 7th, 2009, 08:24 AM

It's cheap because if you want ANY support you are phoning india. Even if you think you're calling Toronto.

I am not a big anacac fan, however, their tech support is in north america. There are 3rd party contractors who are usually of little help.

Imelda_Acanac

Sep 7th, 2009, 08:30 AM

Acanac has multicultural staff associates. Some are
in Iran for billing but most of us: customer service, sales, forums,
technical, shipping, retention and management are located in
Canada, in Toronto, Ottawa, Montreal and other towns.
The Head Office is in Mississauga and the store in Toronto.

The promotional deal is the cheapest for phone dsl internet
but renewals for the next year go back to standard prices.

Imelda O. Suzara
Acanac Rep

It's cheap because if you want ANY support you are phoning india. Even if you think you're calling Toronto.

JoKeRr

Sep 8th, 2009, 09:34 AM

I was an Acanac customer for over a year and when I needed to cancel my account, Imelda_Acanac was very helpful in getting everything resolved. For the price and speed I get, I was a satisfied customer.

Imelda_Acanac

Sep 8th, 2009, 12:59 PM

Since the CRTC and Bell are considering imposing
bandwidth caps and usage billing, it may be timely
to start monitoring your own bandwidth usage monthly
aside from doing speed/data tests.

For Mac OS users, this free download
SurplusMeter can be useful to track your own usage
http://www.skoobysoft.com/skooby/download.html .
Read http://www.simplehelp.net/2007/09/27/how-to-monitor-your-internet-bandwidth-usage-in-os-x-redux/.

For Windows users, try AnalogX Netstat
http://www.analogx.com/contents/download/network/nsl.htm .
Read http://www.simplehelp.net/2007/09/09/how-to-monitor-your-internet-bandwidth-usage-in-windows/

Make sure that these start up every time you go online
and install in each of your computers in your network
to add up each for the totat monthly usage from your home/office.

If the CRTC and Bell finalize the decision, at least you
can keep your usage within your limits. These
softwares keep track of download/upload into your
computer, including streaming/viewing. If the decision includes
streaming/viewing, then the hours you spend watching
Youtube or playing games on websites will be monitored for
amount of data in Bytes going from the host servers to your pc,
even if you do not put them into your hard drive. Like knowing
how many minutes you use for your wireless cell phone to
keep within a monthly plan, these softwares will keep you up to date.

Another set of tests http://www.myconnectiontest.net.

Imelda O. Suzara
Acanac Rep

jjoaquin23

Sep 10th, 2009, 09:39 AM

can2000

Sep 10th, 2009, 11:01 AM

what about the people who pre-paid one year... we were told it was unlimited. will we be able to get our money back?

+1. and the decision from Bell hasn't made yet, right? Once it finalizes, what's the bandwith limit Acanac going to provide? What's the extra charge?
thanks

Imelda_Acanac

Sep 10th, 2009, 11:03 AM

Last month, I asked Paul Louro, President of Acanac about the pending
CRTC/Bell decision on caps and usage billing and his reply
'It's a bad decision, however the war is not lost. I really can't
comment right now because of the impending legal battle.'
We are all waiting for this important decision and how it will
affect all dsl customers. He also posted a warning in the community forum
http://community.acanac.com/Acanac/viewtopic.php?f=8&t=10703

Keep up to date with the latest news on this CAIP website with links
http://www.cata.ca/Communities/caip/

Please participate and give feedback to this campaign
http://www.competitivebroadband.com/the-issue-in-a-nutshell.aspx
as there are only 92 days left for the decision!

Imelda O. Suzara
Acanac Rep

what about the people who pre-paid one year... we were told it was unlimited. will we be able to get our money back?

Nerfbag

Sep 10th, 2009, 03:51 PM

I just registered with Acanac. I am using the Speedstream 4200 Siemens modem and is unlocked. I was told that I will be getting speeds very close to 5Mbps in my area but several speed tests show that i am only gettin 2.58Mbps dl and 0.70Mbps up. The modem is directly connected to Bells dry loop socket so there should be no interference. What is the proposed solution to my problem?

chenj16

Sep 11th, 2009, 07:31 PM

Think

Sep 11th, 2009, 08:26 PM

Aznsilvrboy

Sep 11th, 2009, 10:42 PM

This is mine with Tek

http://www.speedtest.net/result/562952298.png (http://www.speedtest.net)

I get:

http://www.speedtest.net/result/563012967.png

Just wish there were no bandwidth caps >:(.

Imelda_Acanac

Sep 12th, 2009, 09:12 AM

I sent you a pm about your current profile and speeds.
The ticket was successfully closed.

Imelda O. Suzara
Acanac Rep

I just registered with Acanac. I am using the Speedstream 4200 Siemens modem and is unlocked. I was told that I will be getting speeds very close to 5Mbps in my area but several speed tests show that i am only gettin 2.58Mbps dl and 0.70Mbps up. The modem is directly connected to Bells dry loop socket so there should be no interference. What is the proposed solution to my problem?

Imelda_Acanac

Sep 12th, 2009, 09:26 AM

I checked your profile speeds in Bell Portal
and sent you an email. It takes a few days from
activation for speeds to be reached
Activation Date: 09/10/2009
Your profile and speeds are not matching so I may have to
open a repair ticket. Please reply to the email I sent you.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I'm Acanac for the first time today, but the speed is not up to satisfactory, i'm only getting 3.40MB/s down and 0.37MB/s up..

http://www.speedtest.net/result/562923709.png (http://www.speedtest.net)

can you please advise? Thanks!
my username is: fy567g54@acanac.net

Btw, I came from bell, and i had 5.8mb down and 0.7mb up while with bell. Thanks!

Imelda_Acanac

Sep 12th, 2009, 12:13 PM

After reading the news about the pending CRTC/Bell proposal
to increase fees based on usage, I have been monitoring my
home wireless network using Surplus Meter (mac).

My current phone bill with Yak is usually $30.46
and of course part of that is paid to Bell since they
own the lines. Acanac monthly internet (if I had to
pay for it but I do not since I work for Acanac, which of
course pays part of the dsl to Bell -- use of the line for
transmission of data and those tech visits) would be
$39.95 or prepaid $33.95. Total for having phone dsl
$30.46 + $39.95 = $70.41 for 5Mb unlimited.
My daily usage based on my average according to
Surplus Meter is about 1Gb to 2Gb for being online
8 to 9 hours working at RFD forum as the Acanac rep,
browsing other websites, webcam on Skype with family,
checking Yahoo and Acanac emails but of course it
increases when I upload videos I did of events and
when I watch videos. Obviously 60Gb a month would
not be enough for me. (I also pay to Solo Mobile owned
by Bell for a cell phone about $22.60 monthly.)

Some possible reactions: some dsl customers
will revert back to using dial up instead because it is cheaper
although slower but then maybe the caps/usage will apply
to dial up connections too! Some will cut back their usage.
Some will switch to cable and satellite until they too increase
their fees. Some will give up the internet at home and just
go to the libraries where it is free and use hotspots or cyber cafes
when they need to.

Is it really fair to be charged more for being addicted to the internet?
Tv cable charges flat fees for the month, no matter how many
hours you watch tv shows. At least the quality of programming
is paid for and above the amateur/independent videos on the
internet. Does it make sense to pay more money to watch your
neighbour's pet dancing or their children singing? The fun part
of the internet is it's interactive nature where the viewers are also
the content providers. Is it fair that Bell will be the only one making
more money without producing the videos online?

Please read Paul Louro's posted warning
http://community.acanac.com/Acanac/viewtopic.php?f=8&t=10703
and go to the Competitive Broadband website to add your viewpoint
http://www.competitivebroadband.com/the-issue-in-a-nutshell.aspx
before the final decision by CRTC/Bell is made 3 months from now!
Customers opinions count! Do you think that internet prices should go up
and be based on usage with a base caps of 60Gb a month or not?
Acanac only has one residential plan 5Mb unlimited targeted towards
the heavy user internet addict which costs $18.95 month prepaid
for the first year or $39.95 month. If the CRTC/Bell decision to charge based
on usage is approved, this type of customer will have to pay more per
extra GB over the base cap of 60GB.

Imelda_Acanac

Sep 13th, 2009, 11:37 AM

Bell General English Exit: Request for Chat Transcript

General Info
Chat start time Sep 13, 2009 11:49:19 AM EST
Chat end time Sep 13, 2009 12:25:00 PM EST
Duration (actual chatting time) 00:35:41
Operator Steffi

Chat Transcript
info: A chat representative will be with you in about 0 minute(s). Thank you for waiting.
info: Chat representative Steffi has joined the session and is ready to help. To start, please provide your name and home phone number.
Steffi: Hello, thank you for visiting bell.ca. How may I help you today?
Imelda 416 203 6909: I was a Bell customer then changed to Yak although I have a Solo mobile. I'm wondering about the internet. How much is the Performance on its own not in a bundle?
Steffi: It's for about $39.95/month + $3.95/month (modem rental charges).
Imelda 416 203 6909: Is that the monthly or do you have longer discounted terms ?
Steffi: It's the monthly fee.
Imelda 416 203 6909: You have no year terms or half a year terms?
Steffi: There is no contract towards the Internet service.
Imelda 416 203 6909: What if I go over the 60GB cap. How much is it for extra GBs?
Steffi: May I know your province please?
Imelda 416 203 6909: Ontario
Steffi: Well, the each additional GB would be charged $2/month.
Imelda 416 203 6909: So if I use 100GB, I would pay for the extra 40GB x $2 = $80 more plus $39.95 base
Imelda 416 203 6909: $120
Steffi: The 25 GB is the monthly usage included in the plan.
Imelda 416 203 6909: It shows here as 60GB http://www.bell.ca/shopping/internet.portal?_nfpb=true&_windowLabel=PrsShpInt_NewAccess_internetBrowse_po rtlet&PrsShpInt_NewAccess_internetBrowse_portlet_actionO verride=%2Fportlets%2Fpersonal%2Finternet%2Fbrowse %2FgetDetailPage&_pageLabel=PrsShpInt_NewAccess
Imelda 416 203 6909: Bell Internet Performance 60GB 7Mbs
Steffi: Kindly change your province at the top of the page.
Imelda 416 203 6909: I see so each province has different caps. It is 25GB up to 6Gb for ON.
Steffi: Yes, you are correct.
Imelda 416 203 6909: So if I go over the 25GB and use 100GB a month, I would pay $39.95 base plus $2 x 75GB extra at $150 more
Imelda 416 203 6909: total about $190 for that month
Steffi: The maximum overage charge is about $30 extra.
Imelda 416 203 6909: I see ok. But would it be better to switch to Max 16 at 75GB base?
Imelda 416 203 6909: How much would it be without a bundle?
Steffi: It's for $59.95/Month + $3.95/month (modem rental charges).
Imelda 416 203 6909: And how much would extra GB be? $2 per GB at a max of $30 over?
Steffi: $1/additional GB at a max of $30.
Steffi: If you wish to increase your usage, you can add up "Usage Insurance Plan" for $5/month to get 40GB/month extra usage.
Imelda 416 203 6909: I see. What if I live far from the CO, and can only get 5Mbs. The Max plan has up to 16Mbs.
Steffi: In that case, the Max 16 will not be provided to you.
Steffi: Only available service could be provided.
Imelda 416 203 6909: So you would advise to try the slower plans? Performance plan has up to 6Mb
Steffi: Yes, it is.
Imelda 416 203 6909: Ok so best would be Performance plan of 6Mbs and 25GB base cap plus $30 max for overage or get insurance of $5 month instead of paying for extra GB
Imelda 416 203 6909: $39.95 plus $5 ins.
Imelda 416 203 6909: for 40GB extra
Imelda 416 203 6909: but what if I go over the 25GB base and the 40GB insured
Imelda 416 203 6909: and I use 100GB a month
Steffi: You can add this usage insurance plan twice for $10/month to get 80GB/month extra.
Imelda 416 203 6909: I see so 25GB base cap plus 80Gb would be 105GB a month at $39.95 plus $10 insurance equals $49.95 a month
Steffi: Yes, it is.
Imelda 416 203 6909: Ok thanks. Can I change the plan after and add more insurance if needed?
Steffi: Yes, you can change the plan later. Only 3 insurance packs could be added up as a maximum.
Imelda 416 203 6909: Ok I see. If it goes over the 3 insurance packs, how much for extra GB then?
Imelda 416 203 6909: $1?
Imelda 416 203 6909: or $2
Steffi: It's $2/additioanal GB towards Performance plan.
Imelda 416 203 6909: I see. And if I want the bundle prices, I can switch my home phone from Yak back to Bell?
Steffi: Yes, you can.
Imelda 416 203 6909: Ok thanks a lot. Can I get a copy of this chat transcript sent to my email?
Steffi: I'm sorry Imelda that I don't have such an option to send you the email.
Imelda 416 203 6909: I see an envelope on this chat window. I will try to email it from here then. Thanks!
info: We will send the transcript to imeldas@acanac.com at the end of your chat.
_________
For me, if I had to go with Bell, the best dsl internet plan based on speeds/usage in
Ontario would be the Performance Plan $39.95 of 25GB plus $10 insurance for 80GB
extra usage totalling $49.95 a month for 105GB data up to 6Mbs speeds.
If I switch my phone from Yak $30.46 to Bell phone I can get the bundle prices instead.

Imelda O. Suzara
Acanac Rep

Cas77

Sep 14th, 2009, 10:06 AM

Question for you Imelda;

Can the virtual PC be used as a seedbox?

Thx!

chenj16

Sep 14th, 2009, 11:31 AM

deals_addict

Sep 14th, 2009, 11:32 AM

weedb0y

Sep 14th, 2009, 11:38 AM

Hi Imelda,

I would like to get acanac (new customer), how can I tell that it is availabe in my area (Major Mac & Buthurst), and I have rogers home phone, does this mean I have to pay for Dry Loop?

Thanks

Service is probably available, yes, you will need to get $8 dry loop, you will need to get a REAL telephone line and not something over a cable.

Total is around $27/month inclusive of dry loop for first year.

Imelda_Acanac

Sep 14th, 2009, 12:34 PM

I checked your profile speeds again in Bell Portal
and they match now and are more than the 5Mb average
for residential speeds since the CO has a remote.
I sent you a pm.

Imelda O. Suzara
Acanac Rep

Thanks for the quick reply, but where did you send the email to? I didn't get it from my yahoo email which is associated with my acanac account.

Imelda_Acanac

Sep 14th, 2009, 12:57 PM

I need your address to check if Acanac serves your home.
Ask Rogers if your home phone is digital and if so you need
to get a dry loop with Acanac dsl, or if it is analog then
ask for its CID number instead.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I would like to get acanac (new customer), how can I tell that it is availabe in my area (Major Mac & Buthurst), and I have rogers home phone, does this mean I have to pay for Dry Loop?

Thanks

deals_addict

Sep 14th, 2009, 01:34 PM

Hi Imelda,

I just pm'ed you.

I need your address to check if Acanac serves your home.
Ask Rogers if your home phone is digital and if so you need
to get a dry loop with Acanac dsl, or if it is analog then
ask for its CID number instead.

Imelda O. Suzara
Acanac Rep

Reborn

Sep 14th, 2009, 10:56 PM

Hi Imelda,

I'm Acanac for the first time today, but the speed is not up to satisfactory, i'm only getting 3.40MB/s down and 0.37MB/s up..

http://www.speedtest.net/result/562923709.png (http://www.speedtest.net)

can you please advise? Thanks!
my username is: fy567g54@acanac.net

Btw, I came from bell, and i had 5.8mb down and 0.7mb up while with bell. Thanks!

http://img38.imageshack.us/img38/3236/speedv.gif

i wonder how i should feel.

It actually got slower since i passed my 1 month free refund. From 1.8mb down to 1.1mb down.

I am stuck with hating dsl for a year. I am too far from their central office apparently.

This is like the speed of Rogers rocket stick. and 1/12 of rogers extreme...lucky me.

chenj16

Sep 14th, 2009, 11:06 PM

I checked your profile speeds again in Bell Portal
and they match now and are more than the 5Mb average
for residential speeds since the CO has a remote.
I sent you a pm.

Imelda O. Suzara
Acanac Rep

thank you very much Imelda! the speed are now very good, acanac got one more happy customer!

Imelda_Acanac

Sep 15th, 2009, 08:33 AM

Sometimes repair tickets for 'slow speeds' or
'raise profile' can improve a customer's connection.
If you send me a pm with your name and number
I can check Bell Portal to see your line/modem statistics.

Imelda O. Suzara
Acanac Rep

http://img38.imageshack.us/img38/3236/speedv.gif

i wonder how i should feel.

It actually got slower since i passed my 1 month free refund. From 1.8mb down to 1.1mb down.

I am stuck with hating dsl for a year. I am too far from their central office apparently.

This is like the speed of Rogers rocket stick. and 1/12 of rogers extreme...lucky me.

Imelda_Acanac

Sep 15th, 2009, 09:46 AM

I just got a reply from Kylan, one of our tech supervisors
and his reply 'The paid versions of the VPC can be used
as a seed box yes. The free version no.'

However, Acanac's free online pc and ssh tunnel are also
on the faster fiber optic network and can be used for transferring
files downloading and uploading using ftp and the ssh
tunnel workaround from the throttling of lines, and for
streaming with http. You can read more info on these
links http://acanac.ca/SSH-Tunnel-U.htm and
https://community.acanac.com/acanac/ and Feature Panel
http://www.acanac.net . Other features include: 100GB online
storage, file manager, ftp accounts, 100 email accounts, webpage with
your dsl account.
You can upload your files from your hard drive 3 ways:
1) using a regular browser logged in to your 100GB storage and File Manager
2) emailing them as file attachments
3) ftp://usernamelowercase@ftpserver.acanac.com then enter password as is
then go to the network browser online pc you can log into your 100GB storage
or email and access your files wherever there is internet access.

I had to look up the meaning of 'seedbox' and found this link
http://www.afterdawn.com/glossary/terms/seedbox.cfm.
'A Seedbox is a private dedicated server used for uploading
and downloading of digital files.' Yes you can use the
online pc for that and ssh tunnel. If you are already an
Acanac customer, please email support@acanac.com
with your username/password for access to it.

Fiber optic online pc speeds
http://www.speedtest.net/result/569471518.png (http://www.speedtest.net)
http://www.acanac.ca/speedtest/
Download Speed: 77724 kbps (9715.5 KB/sec transfer rate)
Upload Speed: 18630 kbps (2328.8 KB/sec transfer rate)

Regular browser speeds
http://www.speedtest.net/result/569473317.png (http://www.speedtest.net)
http://www.acanac.ca/speedtest/
Download Speed: 4060 kbps (507.5 KB/sec transfer rate)
Upload Speed: 622 kbps (77.8 KB/sec transfer rate)
Modem speeds in Bell Portal 5056/800
In http://192.168.1.1 at studio i 5056/800

Imelda O. Suzara
Acanac Rep

Question for you Imelda;

Can the virtual PC be used as a seedbox?

Thx!

chenj16

Sep 15th, 2009, 10:46 AM

Imelda_Acanac

Sep 16th, 2009, 08:56 AM

For any billing issues, please email billing@acanac.com
because they can make the changes to customers accounts
and correct any dates if needed. Usually for late activations,
new customers make such requests to the Billing department.

Imelda O. Suzara
Acanac Rep

Hi Imelda, my cc was charged on the 3rd and activation date was the 10th, can you adjust my start date? thanks!

TheLip

Sep 16th, 2009, 08:58 AM

Hi Everyone,

I've been an Acanac user for almost a year now (on a promo). I have to admit that their service is pretty solid. I'll also point out, however, that I did have a few issues getting setup initially as it was a Bell Tech that set me up, not an Acanac Tech. With that being said, once the service was setup, its been rock solid.

Imelda_Acanac

Sep 19th, 2009, 10:33 AM

Thank you for giving a good example of a new customer.
Usually, the initial activation of the line by a Bell technician
and the setup of the modem and home network with new
customers and Acanac technicians over the phone or email
or even through this forum requires the most communication
and troubleshooting. Some customers have simple setups:
modem preconfigured by Acanac to simply plug in to the jack
with a computer linked by ethernet cable, filter on each phone
but not on the modem but others have more complicated setups
with more equipment with modems they bought themselves
requiring enough technical knowledge that they can do it themselves:
modem, wireless router, voip ata, phones, printer, fax machine,
answering machine, game player, etc. Some will contact Acanac
for help and the community forum is available for other equipment
troubleshooting, accessible through Feature Panel http://acanac.net/.

Repair tickets are opened: no sync, intermittent sync, slow speeds,
raise profile, remote request, etc. and Acanac technicians troubleshoot
and Bell technicians check the outside lines of customers homes.
The first 30 days are there for ensuring that customers are satisfied
with the connection and speeds, or if not, cancellations and refunds
are processed because of the Acanac 30 day money back guarantee.

Imelda O. Suzara
Acanac Rep

Hi Everyone,

I've been an Acanac user for almost a year now (on a promo). I have to admit that their service is pretty solid. I'll also point out, however, that I did have a few issues getting setup initially as it was a Bell Tech that set me up, not an Acanac Tech. With that being said, once the service was setup, its been rock solid.

Bundy5686

Sep 19th, 2009, 03:00 PM

As far I understand it, everybody is throttled (TekSavvy included). Mother Bell owns the lines and they rent them to the smaller ISP's. Bell throttles everything, (their services and the smaller ISP's).

From their site;

Imelda_Acanac

Sep 21st, 2009, 10:11 AM

Bell already has usage billing and caps to limit the minority of heavy users
but aside from that, there are heavy peak hours when many users are online
4pm to 2am since workers and students come home from work and school
and go online, so like any highway, the internet or information highway,
slows down for everyone due to number of data, just like cars in traffic hours.
This slowing down happens even if Bell stops traffic management or throttling.

Refer article http://www.canada.com/montrealgazette/news/story.html?id=3b50140e-610c-4245-a234-1ae04193a5f2&k=66930

Imelda O. Suzara
Acanac Rep

As far I understand it, everybody is throttled (TekSavvy included). Mother Bell owns the lines and they rent them to the smaller ISP's. Bell throttles everything, (their services and the smaller ISP's).

From their site;

Imelda_Acanac

Sep 23rd, 2009, 09:34 AM

Visiting family in Newark, California (1 hr from San Francisco)
and thanks to the network browser of Acanac on the fast
fiber optic line, I am able to work anywhere with an internet
connection. Customers also have access through the free online pc
and paid vps on the same fiber optic line. This is useful
for world travelers to have access to a fast internet network
with storage, email, applications, etc. I am accessing it
through an internet connection provided by Comcast from
my sister's home but the fiber optic line and server is still
through Acanac no matter which isp I use around the world.

Using the fiber optic network browser
To the Toronto speed test server
http://www.speedtest.net/result/572718131.png (http://www.speedtest.net)
http://www.acanac.ca/speedtest/
Download Speed: 53791 kbps (6723.9 KB/sec transfer rate)
Upload Speed: 7122 kbps (890.3 KB/sec transfer rate)

To the San Francisco speed test server
http://www.speedtest.net/result/572718901.png (http://www.speedtest.net)

Using the regular browser
To the San Francisco speed test server
http://www.speedtest.net/result/572721062.png (http://www.speedtest.net)

To the Toronto speed test server
http://www.speedtest.net/result/572721693.png (http://www.speedtest.net)
http://www.acanac.ca/speedtest
Download Speed: 5164 kbps (645.5 KB/sec transfer rate)
Upload Speed: 2464 kbps (308 KB/sec transfer rate)

Imelda O. Suzara
Acanac Rep

can2000

Sep 23rd, 2009, 11:27 AM

Imelda_Acanac

Sep 23rd, 2009, 12:09 PM

Since I know it works, I suggest you shop around for
the same setup. It is also being used worldwide
according to this http://business.motorola.com/videosurveillance/resources/index.html

Imelda O. Suzara
Acanac Rep

Any wireless camera deal you can recommend now? thanks

anisa_

Sep 23rd, 2009, 09:22 PM

what s the cost for residential DSL thru acanada after the first year commitment?

Imelda_Acanac

Sep 24th, 2009, 10:06 AM

Depending on the term you decide to renew it
the regular term prices apply. Please read
http://acanac.com/DSL-Terms.htm.

Imelda O. Suzara
Acanac Rep

what s the cost for residential DSL thru acanada after the first year commitment?

rdx

Sep 24th, 2009, 01:09 PM

Depending on the term you decide to renew it
the regular term prices apply. Please read
http://acanac.com/DSL-Terms.htm.

Imelda O. Suzara
Acanac Rep

So if I renew and prepaid for 12 months, it will be $18.95 (tax included) per month?

Imelda_Acanac

Sep 24th, 2009, 03:53 PM

Imelda_Acanac

Sep 27th, 2009, 02:45 PM

Family bought a new PS3 player for games at Best Buy
http://www.us.playstation.com/PS3
for $299 USD plus a $30 Star Wars game. It can also
download from the internet for games and movies.
Such technology will need faster speeds and graphic
quality and for heavy internet users an unlimited fast speed
plan should be available and affordable with costs being
passed onto the entertainment companies that can afford
paying extra bandwidth fees to phone, cable or fios line companies,
instead of to individual customers.
Entertainment companies for games, music and movies:
Sony PS3 http://www.us.playstation.com/PS3
Microsoft Xbox http://www.xbox.com/en-CA/games/gamesondemand/
Nintendo Wii http://www.nintendo.com/wii/internet
and the big music and movie companies that make money
selling to customers per download file should be the ones
paying the extra bandwidth fees.

Imelda O. Suzara
Acanac Rep

Gunz16

Sep 27th, 2009, 09:22 PM

Imelda_Acanac

Sep 28th, 2009, 04:49 PM

Indirectly, that the unlimited plans offered by small isps
such as Acanac are more suitable for gamers and that
if Bell tries to impose usage based billing, that the costs
be charged to entertainment companies, not individual customers.

Imelda O. Suzara
Acanac Rep

What are you saying here besides your poor grammar?

Imelda_Acanac

Sep 29th, 2009, 10:32 AM

The latest mlppp update from Paul Louro, President of Acanac:
'Very soon. The LNS servers our up and just doing the final tests.'
Read the community forum for more news
http://community.acanac.com/acanac/viewtopic.php?f=22&t=10697&start=0&st=0&sk=t&sd=a&hilit=mlppp

Imelda O. Suzara
Acanac Rep

Quiggie

Sep 29th, 2009, 12:31 PM

I've been with acanac for almost 2 years and so far I'm reasonably pleased. Definitely recommended.

Imelda_Acanac

Sep 29th, 2009, 01:48 PM

Using one sister's Comcast http://www.comcast.com/ internet
connection, bundled with television and telephone, I realized
how it may not be such a good idea to have the phone bundled
with it because when service in the area is down, even the phone
does not work! I had to dial their toll free number using my cell
phone to hear the message that the service network is down
after punching in my sister's phone number with area code.
My mother had her tv on waiting for the signals, I had my Macbook
waiting, then finally the cable line fixed itself and the modem and
router lights all came on including the internet, tv and phone.
According to a Comcast rep I spoke to, it may be that a phone pole
was hit in an accident and there is nothing wrong with Comcast
or our home. Then an automated call back message rang and said
that the service is up and fixed.

Imelda O. Suzara
Acanac Rep

Scott84

Sep 30th, 2009, 05:13 PM

How fast is this service?

Right now with Rogers $45 a month bundle, i download at up to 1.8MB/sec depending on the site.

Saving $12 a month might be worth it if the speed is somewhat comparable.

Imelda_Acanac

Oct 1st, 2009, 09:05 AM

Dsl internet uses the phone lines not cable lines
and for homes depending on distance from the Bell
CO and other factors, can reach up to 5M speeds
download and 800K upload. If you pm me your
full address with postal code, I can check Bell Portal
to see estimated speeds for your address.
For the first year, the promotional deal is discounted
to $18.95 month but prepaid for 12 months.

Imelda O. Suzara
Acanac Rep

How fast is this service?

Right now with Rogers $45 a month bundle, i download at up to 1.8MB/sec depending on the site.

Saving $12 a month might be worth it if the speed is somewhat comparable.

techliquidators

Oct 1st, 2009, 01:45 PM

Here's my take on Acanac.
I have had their voip service for 2 years, at my 2 year renewal I've asked their customer support the following request, which any other competitor would find very reasonable. In a nut shell, I'm not happy with their level of customers service. The individuals who respond to support inquiries could also use some work. So think twice before going with them.

Here is why:

my account is up for renewal.
I would like to change the display name to (the initials of my 3
kids) or to have my name removed from the display all together.
If this can be done , I would be happy to renew for another year.
please advise.
thanks
------------------------------------------------
From: "Acanac Inc ( Hamed )"

Hello,

Please dial *67 and try again.

Best Regards,
Acanac Inc.
----------------------------------------------------------------

From: "Acanac Inc ( Hamed )"

Hello,

Due to Acanac policy we are not able to change the caller ID name as it must be same as the account owner name,
You can disable the caller ID by your ATA device or change the ownership of your account if you wish to have another name.

Best Regards,
Acanac Inc

----------------------------------------------
And then when I asked for them to refer me to a mgmt person to assist me, I get this. So much for good customer service.
--------------------------------

From: "Acanac Inc. ( Yashar )"

Hi,

Dear customer,

Due to Acanac rules the caller ID display name of each customer has to reflect the name of the account owner.
So please do not persist on your request because there is nothing we can do about that.
Best Regards,
Acanac Inc.

mlven78

Oct 1st, 2009, 05:49 PM

The promo discount is only for the first year.
On the second year of prepaid on the year term
it is $33.95 x 12 = $407.40 including taxes.

Imelda O. Suzara
Acanac Rep

So if I renew and prepaid for 12 months, it will be $18.95 (tax included) per month?

Based on the website you are providing (http://acanac.com/DSL-Terms.htm) there is nothing to indicate that the $18.95 price is only for the first year.

Quiggie

Oct 1st, 2009, 06:01 PM

Based on the website you are providing (http://acanac.com/DSL-Terms.htm) there is nothing to indicate that the $18.95 price is only for the first year.
When you click on "more info" it says it: http://acanac.ca/more-info.htm

Imelda_Acanac

Oct 1st, 2009, 08:43 PM

The suggestion to disable call display entirely is possible
if you are using a voip ata.
'You can disable the caller ID by your ATA device'
as per your request 'to have my name removed from
the display all together'. Or when you renew, I can ask
billing and support departments if it can show the initials
only if your account name too will show the same. However,
the concern can also possibly be due to using children's names
on utility bills with parents credit cards.

We hope to find a solution to retain you as a customer.
If you pm your name and number, I can try to follow up
on your request.

Imelda O. Suzara
Acanac Rep

Here's my take on Acanac.
I have had their voip service for 2 years, at my 2 year renewal I've asked their customer support the following request, which any other competitor would find very reasonable. In a nut shell, I'm not happy with their level of customers service. The individuals who respond to support inquiries could also use some work. So think twice before going with them.

Here is why:

my account is up for renewal.
I would like to change the display name to (the initials of my 3
kids) or to have my name removed from the display all together.
If this can be done , I would be happy to renew for another year.
please advise.
thanks
------------------------------------------------
From: "Acanac Inc ( Hamed )"

Hello,

Please dial *67 and try again.

Best Regards,
Acanac Inc.
----------------------------------------------------------------

From: "Acanac Inc ( Hamed )"

Hello,

Due to Acanac policy we are not able to change the caller ID name as it must be same as the account owner name,
You can disable the caller ID by your ATA device or change the ownership of your account if you wish to have another name.

Best Regards,
Acanac Inc

----------------------------------------------
And then when I asked for them to refer me to a mgmt person to assist me, I get this. So much for good customer service.
--------------------------------

From: "Acanac Inc. ( Yashar )"

Hi,

Dear customer,

Due to Acanac rules the caller ID display name of each customer has to reflect the name of the account owner.
So please do not persist on your request because there is nothing we can do about that.
Best Regards,
Acanac Inc.

Imelda_Acanac

Oct 1st, 2009, 08:51 PM

On that webpage, for the prepaid year term, both prices show
'12 Months $33.95/month $18.95' with the $33.95 crossed out
and the $18.95 written beside in orange lettering.

Imelda O. Suzara
Acanac Rep

Based on the website you are providing (http://acanac.com/DSL-Terms.htm) there is nothing to indicate that the $18.95 price is only for the first year.

Scott84

Oct 1st, 2009, 10:35 PM

Dsl internet uses the phone lines not cable lines
and for homes depending on distance from the Bell
CO and other factors, can reach up to 5M speeds
download and 800K upload. If you pm me your
full address with postal code, I can check Bell Portal
to see estimated speeds for your address.
For the first year, the promotional deal is discounted
to $18.95 month but prepaid for 12 months.

Imelda O. Suzara
Acanac Rep

That doesnt tell me average speeds per second....

Anyone comment on what kind of speeds they get from Acanac?

Looking for people who DON'T work for the company...

stevelam

Oct 2nd, 2009, 02:03 PM

That doesnt tell me average speeds per second....

Anyone comment on what kind of speeds they get from Acanac?

Looking for people who DON'T work for the company...

and how exactly is anyone going to give you an 'average speed' since it will obviously depend on your location? if you wanted speeds, tons of people are commenting on what they're getting in this 150+ page thread.

why dont you just PM imelda about it with your address etc like the post says?

Scott84

Oct 4th, 2009, 01:08 AM

because I may be moving shortly, hence why I might need to switch providers.

Either way, im asking for average speeds for each user as in what they usually get, im not worried about distance, etc. But yea, I will go through the pages for the posts with speeds.

A few people have PM'd me. most say 700 KB/S.... one guy says he downloads at 4.2MB/Sec

CatDog

Oct 4th, 2009, 02:28 PM

Weird,

I was having alot of connection issues earlier today (Streetsville) and now the max DL I'm getting is 200kb/sec.

Someone play with my profile? Everything was running "OK" for the past couple of months.

Acanac I wish you resold Rogers, DSL sucks.

agiga

Oct 5th, 2009, 06:20 AM

I've been having issues since yesterday and I'm in Ottawa South. Connection was intermittent and starting yesterday evening I wasn't able to connect to any websites. Service is still down today and I have ruled out that it's an issue with my computer as this is happening on multiple laptops and I've ruled out a router issue as I still can't connect even when wired directly into my modem.

I'm very dissapointed with the service options from Acanac. Their phone support hours are 9am - midnight Monday to Friday and outside of that their support is through email ????!!! How am I supposed to email if I have no internet connection! What kind of service is that? I had to leave the house today to find internet at a starbucks just to contact their emergency support via email.

Chigu

Oct 5th, 2009, 08:47 AM

Unfortunatly due to the fact that I have Rogers Home phone (on a digital network), I am unable to get ACANAC, and the dry loop will only work on a phone jack that doesn't currently get a dial tone (which is an inconvenient area for me). Just an FYI to any rogers home phone customers out there.

needdegree

Oct 5th, 2009, 12:03 PM

Hello OP, what do I have to do if I want to cancel my service after one year. My Visa was charged for over $500 for the second year service already, can I get a refund? thanks for your help.

Imelda_Acanac

Oct 5th, 2009, 12:57 PM

For customers who are having speed, connection or billing
problems, you can post here or send a pm or email imeldas@acanac.com
even on the weekends since I work Saturday and Sunday too.
If you pm your name and number, I can check your profile
in Bell Portal.

Imelda O. Suzara
Acanac Rep

Weird,

I was having alot of connection issues earlier today (Streetsville) and now the max DL I'm getting is 200kb/sec.

Someone play with my profile? Everything was running "OK" for the past couple of months.

Acanac I wish you resold Rogers, DSL sucks.

I've been having issues since yesterday and I'm in Ottawa South. Connection was intermittent and starting yesterday evening I wasn't able to connect to any websites. Service is still down today and I have ruled out that it's an issue with my computer as this is happening on multiple laptops and I've ruled out a router issue as I still can't connect even when wired directly into my modem.

I'm very dissapointed with the service options from Acanac. Their phone support hours are 9am - midnight Monday to Friday and outside of that their support is through email ????!!! How am I supposed to email if I have no internet connection! What kind of service is that? I had to leave the house today to find internet at a starbucks just to contact their emergency support via email.

Imelda_Acanac

Oct 5th, 2009, 01:06 PM

Renewals are auto billed on credit cards on the same year term
at $407.40 for the dsl ($33.95 month) plus dry loop $96 year.
If you had emailed billing@acanac.com before your renewal
date, it would not have been billed. But as it has already been done,
you can still cancel by emailing billing@acanac.com with the reason
for cancellation and you will be refunded the unused months minus
a month for the current service.

Imelda O. Suzara
Acanac Rep

Hello OP, what do I have to do if I want to cancel my service after one year. My Visa was charged for over $500 for the second year service already, can I get a refund? thanks for your help.

Imelda_Acanac

Oct 7th, 2009, 11:51 AM

Subject: RE: Keep Broadband Competitive in Canada
From: RaeB@parl.gc.ca
Date: Tue, October 6, 2009 4:44 pm
To: imeldas@acanac.com
Priority: Normal
Options: View Full Header | View Printable Version | Download this as a file

Dear Ms. Suzara

Thank you for your correspondence concerning the broadband industry in Canada. The Liberal Party believes that competitive rates and accessibility for high speed internet are key components for economic growth in Canada.

We have some of the highest-cost internet access when compared to other developed nations. It is important to note that in 2002, Canada ranked 2nd out of 30 OECD countries in number of broadband users per 100 inhabitants. In 2007, we dropped to 10th. Furthermore, in costs versus speed, Canada ranks 27th out of 30 for average broadband monthly price per advertised megabit per second.

What we need is better service for Canadian consumers. Canadians deserve the best internet service possible along with competitive fares. This is what we need to do in order to compete in a new global economy. A Liberal government will take steps to increase competition and get more investment into internet infrastructure. These steps must be taken in order to lower rates and improve broadband services for all.

The future economy will be very dependent on the digital economy. It is crucial that we, as a country, invest in broadband infrastructure today. Our Caucus is very determined on this issue, and will continue to work hard in the House of Commons and in the Senate to best serve Canadians.

Thank you again for your correspondence on this important matter. Should you have any questions or comments about this or any other matter, please do not hesitate to contact Mr. Rae again.

Yours Sincerely

Christopher Leslie
Parliamentary Assistant
Office of the Hon. Bob Rae
613-992-5234
raeb@parl.gc.ca
_______
From: imeldas@acanac.com [/3rdparty/squirrelmail/src/compose.php?send_to=imeldas@acanac.com]
Sent: September 10, 2009 12:34 PM
To: Rae, Bob - M.P.
Subject: Keep Broadband Competitive in Canada

To whom it may concern:

I work for Acanac Inc http://acanac.net
and I am reading the news on the proposed
Bell/CRTC decision to impose caps and usage
billing on customers. I think it is unfair
to penalize internet addicts who download/stream
watching videos and playing games online, and those
who provide video/graphic content and upload a lot
since these have large files. One reason is because
the other broadcasting media such as television
and radio are unlimited and customers either get it
free by antenna air or pay a fee by cable/satellite.
There are no restrictions on amount of viewing time
and size of data files which are billed to the customer.
So why should the internet be restricted by limitations
of caps and have extra fees based on usage? Another, the
bulk of the content is uploaded by the users themselves
on Youtube.com and other p2p http://en.wikipedia.org/wiki/Peer-to-peer
practises such as email and file sharing. Internet is
also interactive with users and clients/servers.
So to be fair, the internet should be unlimited in usage.
Acanac currently offers it as such.

Imelda O. Suzara

Name: Imelda Ortega Suzara
Organization: Acanac
Email: imeldas@acanac.com
City: Toronto
Province: Ontario

shaolinmonk

Oct 7th, 2009, 01:08 PM

bump...just signed up for this and hope it treats me well..

Reborn

Oct 8th, 2009, 09:49 AM

Imelda_Acanac

Oct 8th, 2009, 12:10 PM

Thank you for posting your experience. It took a long time
to get this done and repeat requests. The first 'remote request'
ticket was made August 26 and repeated when our Bell contact
confirmed there was space available by September 16.
Tickets were opened and unfortunately the Bell techs had
mistaken it twice as a 'raise profile' which delayed it even more
until finally today, success! You are now getting 5M residential speeds
from the previous 1M down speed due to the distance from CO and
now even the attenuation distance has been shortened closer as a result.
Part of the Bell tech notes 'Resolution code: Cable wiring/pair changed'.

Thank you for your patience and cooperation!

Imelda O. Suzara
Acanac Rep

Thank you Imelda,

I had slow speeds to start off with, b/c of the distance of my house from their hq. Had a remote set up, and back to blazing speeds of 4.5 mbs. If you guys have any issues imelda has been very helpful, thank you very much again.

stevelam

Oct 8th, 2009, 12:25 PM

Thank you Imelda,

I had slow speeds to start off with, b/c of the distance of my house from their hq. Had a remote set up, and back to blazing speeds of 4.5 mbs. If you guys have any issues imelda has been very helpful, thank you very much again.

curious what do you mean by a 'remote set up'? i signed up for acanac as well but do not have service just yet (i get it on oct 13th). just want to get all the bases covered in case my initial speeds aren't up to par (was told by imelda i would be eligible for 5mbps due to my location)

*EDIT* nevermind, imelda explained it!

Imelda_Acanac

Oct 8th, 2009, 01:29 PM

In Bell Portal, customers phone lines both regular wet loop
and no dial tone dry loop can be served and connected to either
a Host or Remote from the Central Office of Bell in a neighbourhood.
Distance from the CO is the major factor in internet speeds wherein
the closer a customer's home to the CO, the faster the speed.
Another factor is whether the line is served from a Host or Remote
wherein those on Remote strangely tend to have a greater chance of getting
faster speeds due to the Remote acting similar to a speed booster. But not
all COs have a remote nearby as it is expensive equipment and are in
areas with enough population to make it worth installing.
Our Bell contact and technical supervisor explained a Remote
'It's a booster when customers are too far from the CO.'

Imelda O. Suzara
Acanac Rep

Thank you Imelda,

I had slow speeds to start off with, b/c of the distance of my house from their hq. Had a remote set up, and back to blazing speeds of 4.5 mbs. If you guys have any issues imelda has been very helpful, thank you very much again.

curious what do you mean by a 'remote set up'? i signed up for acanac as well but do not have service just yet (i get it on oct 13th). just want to get all the bases covered in case my initial speeds aren't up to par (was told by imelda i would be eligible for 5mbps due to my location)

*EDIT* nevermind, imelda explained it!

Imelda_Acanac

Oct 9th, 2009, 11:54 AM

For those concerned about ping time, Speedtest has
a new ping test http://www.pingtest.net/. Ping measures
roundtrip time for computer to server time delay which
matters in video streaming, gaming, and voip.
Note: repeat testing shows different ping times

My results using the fiber optic and staff Firefox browser
http://www.pingtest.net/result/564460.png (http://www.pingtest.net)

Using regular dsl and Firefox browser
http://www.pingtest.net/result/564577.png (http://www.pingtest.net)

Refer to definition http://en.wikipedia.org/wiki/Ping

Imelda O. Suzara
Acanac Rep

rivet

Oct 9th, 2009, 04:52 PM

Hello,

Has any one here that has a instable internet because there is interference from your alarm system and need a proper alarm filter? Just to check here.

Thanks,

fredsmith

Oct 10th, 2009, 09:16 AM

Hello,

Has any one here that has a instable internet because there is interference from your alarm system and need a proper alarm filter? Just to check here.

Thanks,

Alarm systems should not impact on the DSL connection except when they seize the line to report. On the other hand, many alarm panels have serious issues trying to communicate with the central station over DSL equipped lines unless there is a filter in place.

Some alarm companies are 'good enough' to install a single filter ahead of the panel and all of the house wiring and to run the DSL modem from a separate cable wired ahead of that filter, but most often they do not.

Special bridging filters are available that will maintain the DSL connection during the reporting period. These plug in between the panel and it's CA-38A (disconnect) jack. Your alarm company should be able to provide the filter.

If your alarm doesn't have a jack then you should contact your company and insist that they provide one whether you have DSL service or not - and it should be wired so that the alarm sounds if the cable is unplugged - it might be the only way to establish communication in the event of an alarm system failure - not to mention that you need a place to plug the DSL filter in if you need one.

If anyone needs a bridging filter they can PM me - they are available for $35 each plus postage - applicable taxes would apply. Local pickup available in Montreal.

Imelda_Acanac

Oct 10th, 2009, 12:04 PM

Other dsl internet customers have experienced frequent
disconnection problems due to alarm systems that are
also using the phone line. There are various filters that can
work to solve this and some are cheap and can be installed
by the customer but more complicated ones have to be done
by the alarm company or the phone company.

Refer to alarm filter and pots splitter types
http://www.hometech.com/hts/products/phone_data/filters/index.html
Refer to alarm filter problem
https://community.acanac.com/acanac/viewtopic.php?f=21&t=6998&start=0&st=0&sk=t&sd=a&hilit=alarm+alarm+filter
http://forums.whirlpool.net.au/forum-replies-archive.cfm/510424.html

Imelda O. Suzara
Acanac Rep

fredsmith

Oct 10th, 2009, 12:59 PM

. . . . . .more complicated ones have to be done
by the alarm company or the phone company.

No Imelda, they do not.

There are, as I wrote, bridging filters that are simply plugged between the alarm company's phone line plug (which is a requirement for alarms that report using POTS) and the jack into which it goes. Note that a CA-38a is an 8 pin jack with a set of shorting bars that complete the circuit from the CO to the house phones that would otherwise be controlled by the panel. Without the shorting bars the line would go dead if you unplugged the alarm panel. The idea is that if you have a problem with the phone line you can isolate the alarm from it to determine whether it is the alarm system or something related to the phone company causing the problem.

The special filter bridges the DSL signal from the wires to the CO to those that go to the house phones and it filters (blocks) the DSL carrier from reaching the wires that connect to the alarm panel when the panel is off hook.

The jack is a standard. The wiring is a standard. It is a specified prerequisite to having an alarm system wired to a phone line. And the filter is therefore also a standard.

If your system uses your phone line and does not have the plug and jack, then you should have the alarm company install one - it IS the rule.

So if your system is installed according to the rules, the bridging filter is the answer . . . and if it is not, then you should have it brought up to spec.

This is pretty basic stuff - and the situations and warnings at the Whirlpool site do not apply in Canada - we do things differently here -it is absolutely required that a CA-38a jack be installed.

If you don't have one and you call in the phone company they will often disconnect the alarm panel - had a client who uses Videotron that went the other way last week . . . . the idiot installer removed the CA-38a and twisted the pairs together - he even took the jack with him when he left for some reason.

So my installer wired the cable directly to the panel and the client will be invoicing Videotron for the cost of our service call. Such is the state of the world of the phone companies in an era where the phone company is no longer in total control.

Prices have come down, but so has the quality and reliability of the service.

rivet

Oct 10th, 2009, 08:04 PM

I don't quite get all this details. Do you mean the alarm system won't affect DSL internet connection unless they are actually alarming?

Alarm systems should not impact on the DSL connection except when they seize the line to report. On the other hand, many alarm panels have serious issues trying to communicate with the central station over DSL equipped lines unless there is a filter in place.

Some alarm companies are 'good enough' to install a single filter ahead of the panel and all of the house wiring and to run the DSL modem from a separate cable wired ahead of that filter, but most often they do not.

Special bridging filters are available that will maintain the DSL connection during the reporting period. These plug in between the panel and it's CA-38A (disconnect) jack. Your alarm company should be able to provide the filter.

If your alarm doesn't have a jack then you should contact your company and insist that they provide one whether you have DSL service or not - and it should be wired so that the alarm sounds if the cable is unplugged - it might be the only way to establish communication in the event of an alarm system failure - not to mention that you need a place to plug the DSL filter in if you need one.

If anyone needs a bridging filter they can PM me - they are available for $35 each plus postage - applicable taxes would apply. Local pickup available in Montreal.

fredsmith

Oct 11th, 2009, 01:31 AM

I don't quite get all this details. Do you mean the alarm system won't affect DSL internet connection unless they are actually alarming?

Alarm systems will only impact on the DSL connectivity while actively communicating - they are wired 'in series' with the phone line and when they go to call in (which they can do for any of many reasons, including periodic testing, smoke, water, heat, intrusion, panic, flood and so on. They also can call in when the condition is restored (reset), when the power fails, when the battery is low, if someone cuts a wire and so on.

If your DSL modem is wired AHEAD of the alarm panel, then the internet conection will continue to work during the reporting interval. If the DSL modem is wired after the panel, then it will be cut off along with the 'house phones'.

They are wired this way to prevent a "bad guy" from jammming the reporting by taking a phone off hook (also in case you happened to knock a phone off the hook) or by plugging something into a jack.

Since most DSL modems are simply plugged into a standard telephone jack, if you want your connectivity to survive the 'line seizure' as it is called, you will need a bridging filter.

Then again, there are some pretty sloppy alarm companies out there. Some of them might just wire the panel across the line rather than in series, in which case you will not suffer the disconnection . . . then again, you are then vulnerable to simple 'take the phone off the hook' attacks.

How can you tell? When you test your alarm all of the jacks should be cut off for the 30 seconds to a minuite that it takes for the alarm to report.

Imelda_Acanac

Oct 11th, 2009, 09:35 AM

fredsmith

Oct 11th, 2009, 11:06 AM

Any work involving phone or electric wiring, it would be
safer to contact a professional because of electric shock
and to ensure that the correct wires are connected.
Some customers had a pots splitter installed by either the
phone or alarm company if it is active. Simple filters can
be done on your own but it does not involved handling live
wires that can shock. Alarms that call in to phones need
to be connected properly and having voice and dsl internet
run along the same lines requires either a splitter or filter.
If you do a Google search on this subject of alarm filter or
splitter, there are many articles of advice.
If an alarm sounds, it would not make sense to be on the
internet anyway, so the alarm should have priority.
Refer to http://www.homephonewiring.com/dsl.html
and http://www.hometech.com/hts/products/phone_data/filters/index.html.

Imelda O. Suzara
Acanac Rep

Since the above seems to be a result of the questions about alarms and filters, I'll presume that this is what the comment is all about.

Alarms that communicate via dial-up telephone are supposed to have a CA-38a jack - as such no professional is required, since the bridging filters simply plug in between te alarm panel and the jack.

Further, many alarm systems report using multiple connections - sometimes it is dial-up, other times it is IP (though you'd better have a backup path) or via cellular (again, you'd better have a backup). Neither IP nor cellular is reliable enough to serve as the sole connection mechanism.

In Bell Canada land you can also have a dedicated leased line (called DVACS - in BC they call it Project Victoria), but it is only available in those territories.

There are other wired and wireless mechanisms, such as Bell's old Mobitex network (called ARDIS) and private wireless as well as POCSAG and such, but the vast majority of commercial and residential alarms dial in and every one of those in Canada is supposed to have a CA-38a jack.

No electrician required. Just an honourable alarm contractor.

If you have cameras (or other services) in your home, maintaining the IP connection might be a priority for you - you would want to be able to remotely check the premises - if there's a diosconnect, the public IP address might change and you would be locked out for several minutes.

Imelda_Acanac

Oct 11th, 2009, 12:03 PM

There is probably a charge for a pots splitter installation
so customers with alarms on their phone lines should
ask either the phone or alarm company the costs. Acanac
does not do the installations since it is only an internet
service provider. Most customers do not have the skills
to do the wiring themselves and risk electric shock.

Imelda O. Suzara
Acanac Rep

Since the above seems to be a result of the questions about alarms and filters, I'll presume that this is what the comment is all about.

Alarms that communicate via dial-up telephone are supposed to have a CA-38a jack - as such no professional is required, since the bridging filters simply plug in between te alarm panel and the jack.

Further, many alarm systems report using multiple connections - sometimes it is dial-up, other times it is IP (though you'd better have a backup path) or via cellular (again, you'd better have a backup). Neither IP nor cellular is reliable enough to serve as the sole connection mechanism.

In Bell Canada land you can also have a dedicated leased line (called DVACS - in BC they call it Project Victoria), but it is only available in those territories.

There are other wired and wireless mechanisms, such as Bell's old Mobitex network (called ARDIS) and private wireless as well as POCSAG and such, but the vast majority of commercial and residential alarms dial in and every one of those in Canada is supposed to have a CA-38a jack.

No electrician required. Just an honourable alarm contractor.

If you have cameras (or other services) in your home, maintaining the IP connection might be a priority for you - you would want to be able to remotely check the premises - if there's a diosconnect, the public IP address might change and you would be locked out for several minutes.

fredsmith

Oct 11th, 2009, 02:31 PM

There is probably a charge for a pots splitter installation
so customers with alarms on their phone lines should
ask either the phone or alarm company the costs. Acanac
does not do the installations since it is only an internet
service provider. Most customers do not have the skills
to do the wiring themselves and risk electric shock.

Imelda O. Suzara
Acanac Rep

No.

When you have an alarm installed the alarm company is supposed to install a CA38a jack or to order one installed by the phone company to allow the panel to be disconnected for reasons related to troubleshooting in the event of a problem. Its been this way for almost 30 years. (Back in the bad old days before interconnect, the phone company had to install the jack, now it can be done by anyone)

If you have an alarm that uses dial-up connections and and there is no jack your panel is either not wired for line seizure or the alarm company has not installed the panel in accordance with the requirements.

In either case, they should be called in to properly install a jack. They should not charge for doing this because it was supposed to be provided when the system was installed.

Depending on how things are done they might be able to use a single conventional filter to protect the entire house (which only works if there is a dedicated wire running from ther DSL modem's jack to the telco entry). That is something the alarm company can do for you .

If you have the jack, then all you'll need is a bridging filter and possibly individual filters at each regular phone. Plug and play.

Note that without a filter ahead of the panel (the bridging filter does this) it may be unable to reliably communicate with the monitoring station.

rivet

Oct 11th, 2009, 09:51 PM

Hi, Imelda, just be clear, what kind of "alarm system" you are always refer to that may be a reason that cause my internet instability?

Basically, our building has a fire alarm just like every apt., house or office has. It will only alarm but not call my phone. So it shouldn't be on my phone line right?

There is probably a charge for a pots splitter installation
so customers with alarms on their phone lines should
ask either the phone or alarm company the costs. Acanac
does not do the installations since it is only an internet
service provider. Most customers do not have the skills
to do the wiring themselves and risk electric shock.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Oct 12th, 2009, 08:52 AM

I emailed the university building management about it.
If their fire alarm is not connected to the phone line
then it should not be interfering with it. When you get
the new modem since the old one may be defective, we
can find out why your connection is unstable after this;
the last Bell tech noted that it may be the modem. If the
problem persists then the technicians will figure it out.

Imelda O. Suzara
Acanac Rep

Hi, Imelda, just be clear, what kind of "alarm system" you are always refer to that may be a reason that cause my internet instability?

Basically, our building has a fire alarm just like every apt., house or office has. It will only alarm but not call my phone. So it shouldn't be on my phone line right?

Imelda_Acanac

Oct 12th, 2009, 09:09 AM

After experiencing internet in California while visiting family,
it may be timely to compare/contrast internet plans with those
in Ontario Canada. One sister has Comcast over cable and
another sister has Verizon on a mobile stick, which also has
phone dsl. Both these companies encourage customers to
view video movies and play games, if you look at their websites.
Neither of them impose usage based billing nor caps, the way
Bell proposes all dsl isps should. Americans are lucky to have
big companies encouraging internet usage -- watch video movies
and play games -- without charging more money! Most of the content
is also American. They also have bundles and extras if you pay
for the extra content from television and movie, but they do not charge
extra for data passing through their lines.
Verizon
http://www22.verizon.com/residential/highspeedinternet/faq/faq.html#six_one
Comcast
http://www.comcast.net/benefits/

If the CRTC would study the American model of internet services
and pattern their regulations on the freedom of usage enjoyed by
Americans, then maybe Canadians can continue to keep up with
those who are ahead in information, entertainment, communication
and education.
Refer to 484 http://www.crtc.gc.ca/eng/archive/2009/2009-484.htm

Imelda O. Suzara
Acanac Rep

tdeem1

Oct 14th, 2009, 01:25 PM

can we change to a static IP address on the residential unlimited DSL plan?

if so, is there a charge for it?

Imelda_Acanac

Oct 14th, 2009, 02:57 PM

A customer can get a static ip if on a business account
which includes 6 static ips on the business plan
http://acanac.ca/DSL-feature.htm, but residential plan
only has dynamic ips.

Imelda O. Suzara
Acanac Rep

can we change to a static IP address on the residential unlimited DSL plan?

if so, is there a charge for it?

S150PM

Oct 14th, 2009, 03:05 PM

can we change to a static IP address on the residential unlimited DSL plan?

if so, is there a charge for it?
You can get it free if you email support

We already offer it for free for any client that request it. Just email support and request one.

https://community.acanac.com/acanac/viewtopic.php?f=22&t=9762

tdeem1

Oct 15th, 2009, 10:13 AM

You can get it free if you email support

https://community.acanac.com/acanac/viewtopic.php?f=22&t=9762

I tried, they told me I need a business plan and in my opinion, that's simply crazy. It is enough of a deal breaker for me that I won't renew when time comes around for that.

Too bad, I was one of those that was happy with acanac and had no other complaints.

techliquidators

Oct 15th, 2009, 10:17 AM

I tried, they told me I need a business plan and in my opinion, that's simply crazy. It is enough of a deal breaker for me that I won't renew when time comes around for that.

Too bad, I was one of those that was happy with acanac and had no other complaints.

thats what happens when you deal with a small company like Acanac. They make up their policies and expect that those who have service from them to bend over and take it.

tdeem1

Oct 15th, 2009, 10:42 AM

I tried, they told me I need a business plan and in my opinion, that's simply crazy. It is enough of a deal breaker for me that I won't renew when time comes around for that.

Too bad, I was one of those that was happy with acanac and had no other complaints.

OK....

so I thought I'd take another kick at the cat, and tried calling this time.
2 rings -- auto answer "press 4 for technical service"
pressed 4
omg...within 20 secs a CSR was on the line woohoo!!!

So I made my request, and to my surprise, his response was. "We have a specific email address for you to make these requests and they'll make the change within 24 hours -- no charge". and then he gave me the address and told me what info to include (usual stuff -- name, phone #, username, email address).

send email to staticrequest@acanac.com

I hung up, sent the email and got auto-response "Your ticket has been submitted to our Static IP Request department"
LQQKs promising!!!!!!

Lets see what happens.

Thanks S150PM for pointing me in the right direction!!

Imelda_Acanac

Oct 15th, 2009, 03:25 PM

I asked Paul Louro to clarify about this if residential
customers too can get a static ip and his reply
'Yes they can. Free of charge as well.'
But usually business customers make those requests
according to sales and support departments.

Imelda O. Suzara
Acanac Rep

OK....

so I thought I'd take another kick at the cat, and tried calling this time.
2 rings -- auto answer "press 4 for technical service"
pressed 4
omg...within 20 secs a CSR was on the line woohoo!!!

So I made my request, and to my surprise, his response was. "We have a specific email address for you to make these requests and they'll make the change within 24 hours -- no charge". and then he gave me the address and told me what info to include (usual stuff -- name, phone #, username, email address).

I don't know if it is OK to post the email address here. If it is OK, I will edit this post and add it.

I hung up, sent the email and got auto-response "Your ticket has been submitted to our Static IP Request department"
LQQKs promising!!!!!!

Lets see what happens.

Thanks S150PM for pointing me in the right direction!!

ffkly

Oct 15th, 2009, 03:32 PM

why static IP? any advantages?

Davecachia

Oct 15th, 2009, 04:19 PM

Servers.. things you don't want to have to change the DNS on every time it is shut down.

Etc.

Imelda_Acanac

Oct 15th, 2009, 04:44 PM

From Wikipedia, the uses are explained.
Static ip is used for businesses with domain names.
'Uses of static addressing
Some infrastructure situations have to use static addressing,
such as when finding the Domain Name System host that will
translate domain names to IP addresses.'

Dynamic ip is used for residential since it is not important
to have a specific one every session online.
'Uses of dynamic addressing
Dynamic IP addresses are most frequently assigned on LANs and
broadband networks by Dynamic Host Configuration Protocol (DHCP)
servers. They are used because it avoids the administrative burden of
assigning specific static addresses to each device on a network. It also
allows many devices to share limited address space on a network if
only some of them will be online at a particular time.'

Reference http://en.wikipedia.org/wiki/IP_address

Imelda O. Suzara
Acanac Rep

why static IP? any advantages?

PsychoMantis

Oct 15th, 2009, 05:01 PM

tdeem1

Oct 16th, 2009, 12:02 PM

would it be possible to tell us the email address where wed send the request, and also what information to include:?:

info to include (usual stuff -- name, phone #, username, email address).

send email to staticrequest@acanac.com

(edited earlier post to add the email addy)

shaolinmonk

Oct 16th, 2009, 05:05 PM

well service is up and running... kinda slow ~450KB/s download..

Helimaker

Oct 16th, 2009, 07:18 PM

Downloading is actually pretty decent.

Imelda_Acanac

Oct 17th, 2009, 11:24 AM

Yesterday there was an electrical power outage in the
Queen and Sherbourne area for a few blocks for
a few hours. When electricity returned later in the afternoon,
the internet connection here was intermittent for wireless
connections. The ethernet worked better but the wireless
station I set in my Airport Express was not appearing
on the list of wireless stations. Even today I had to open
a repair ticket for my own setup because my profile in Bell
Portal showed this 'Sync rate tool returned an error' and no
statistics showed to provide information on my line/modem.
The electromagnetic field for wireless connections probably
needs time to build up again. My wireless station is working
again but my profile has to be mapped again.

Imelda O. Suzara
Acanac Rep

Messerschmitt

Oct 17th, 2009, 12:11 PM

Is Acanac available in BC?

fredsmith

Oct 17th, 2009, 01:34 PM

The electromagnetic field for wireless connections probably
needs time to build up again.

What?

jackwest

Oct 17th, 2009, 04:03 PM

The electromagnetic field for wireless connections probably
needs time to build up again. My wireless station is working
again but my profile has to be mapped again.

Imelda O. Suzara
Acanac Rep

wow, which century is your technology from? 19th or 23rd?

Imelda_Acanac

Oct 18th, 2009, 10:02 AM

Wireless devices are on electromagnetic frequencies
which are invisible but are sending and receiving signals:
radio, tv, cordless and cell phone, microwave, wifi router, etc.
If you do a search on Google or Yahoo, there are articles
that discuss this. In urban areas close to the stations,
the signals are stronger but in rural remote areas weaker.
Ditto with a home network where the closer your laptop
is to the modem/wifi router, the stronger the signal.

Refer
http://en.wikipedia.org/wiki/Wireless
http://en.wikipedia.org/wiki/Electric_power_transmission
http://www.harmoniousliving.co.za/Wellbeing/Health/Are-You-Allergic-to-Wireless-Internet/

jackwest

Oct 18th, 2009, 10:06 AM

so, would you say Acanac's electromagnetic field builds up faster and has higher quality than other ISPs?

stevelam

Oct 18th, 2009, 10:29 AM

well service is up and running... kinda slow ~450KB/s download..

um how is that slow..thats basically 5mb profile almost. dsl is generally slower than cable if thats what you're comparing it to.

shaolinmonk

Oct 18th, 2009, 10:29 PM

Sorry I meant 450 kbps that's like half a Meg I think

ah_long

Oct 18th, 2009, 11:41 PM

joined acanac..
service is good so far.. no complaints.. speed was down for a day or two, but they they got it fixed within 48hours of calling (bell profile issue)..

can't beat the price..

Imelda_Acanac

Oct 19th, 2009, 05:30 PM

I can base it only on my experience with my own wireless
network setup. There were 2 power outages this year
so far in this neighbourhood, possibly linked to the TTC streetcar
construction going on along Queen Street and I noticed
that my wireless setup with Airport Express took awhile
to go online whereas my ethernet connected earlier.

Imelda O. Suzara
Acanac Rep

so, would you say Acanac's electromagnetic field builds up faster and has higher quality than other ISPs?

GoodDeal

Oct 19th, 2009, 05:38 PM

Hi Imelda, I'm trying to return the Acanac modem (I bought my own DSL modem). I called Acanac on Oct. 13 and was told to send an email to billing@acanac.com with my request. I sent the email right after the call on Oct. 13, and then I sent another email Oct. 15 and still not reply.

How long does it take for Acanac to respond to their emails?? This is the first bad experience I've had with Acanac. I've been very happy with the DSL service.

Let me know what I should do to return the Acanac modem and receive a refund (as per my contract terms).

stevelam

Oct 20th, 2009, 06:28 AM

Sorry I meant 450 kbps that's like half a Meg I think

that is actually still the right speed. 5mb profile is around 500-525 kbps. so you're near the top end of a 5mbps profile. you don't get 5 megabytes per second if thats what you're thinking. i do agree its odd and misleading way to represent speed though but that is how the industry is.

here is some explanation of speed:

http://www.dslreports.com/forum/r21424946-So-5mbps-actually-means-what

stevelam

Oct 20th, 2009, 06:31 AM

GoodDeal

Oct 20th, 2009, 12:17 PM

Imelda_Acanac

Oct 20th, 2009, 01:05 PM

When you want to return the modem for refund,
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com and they will inform
billing department and after 2 weeks
if its condition is accepted as working, you will
get a refund by credit card or cheque.

Imelda O. Suzara
Acanac Rep

Hi Imelda, I'm trying to return the Acanac modem (I bought my own DSL modem). I called Acanac on Oct. 13 and was told to send an email to billing@acanac.com with my request. I sent the email right after the call on Oct. 13, and then I sent another email Oct. 15 and still not reply.

How long does it take for Acanac to respond to their emails?? This is the first bad experience I've had with Acanac. I've been very happy with the DSL service.

Let me know what I should do to return the Acanac modem and receive a refund (as per my contract terms).

Imelda_Acanac

Oct 20th, 2009, 01:42 PM

I attended an all day seminar at the Metro Toronto Convention Center
hosted by Enterprise Toronto with several corporate sponsors
http://www.enterprisetoronto.com/index.cfm?linkid=99&linktype=mainlink&fromurl=boxes&content_id=2412
This event was listed in Redflagdeals for free. I listened
to some interesting business speakers and according to some
internet experts about 70% of Canadians are online using the
internet regularly! Most of them are in Ontario and Quebec.
The demand for information online is important and interactive.
It becomes clear that unlimited plans will be in demand too
especially for heavy users and families with 3 or more users
from one home location.

Imelda O. Suzara
Acanac Rep

shaolinmonk

Oct 20th, 2009, 06:29 PM

that is actually still the right speed. 5mb profile is around 500-525 kbps. so you're near the top end of a 5mbps profile. you don't get 5 megabytes per second if thats what you're thinking. i do agree its odd and misleading way to represent speed though but that is how the industry is.

here is some explanation of speed:

http://www.dslreports.com/forum/r21424946-So-5mbps-actually-means-what

still confused why is my speed soo much lower then the isp average?
http://www.speedtest.net/result/598020895.png (http://www.speedtest.net)

Imelda_Acanac

Oct 21st, 2009, 10:08 AM

Upon activation it sometimes takes a few days and
repair tickets to find the best profile speeds for each
new line/modem setup. Try doing a speed test in the
closest city to where you are. I sent you a pm as well
and the ticket is still open and waiting for the techs to
check it. In the meantime, you can email support@acanac.com
with your username to get access to Acanac faster fiber
optic network, online pc, ssh tunnel and storage
http://acanac.net . Acanac has other customers in your building
with 5M so that is what your line /modem should get too.

Imelda O. Suzara
Acanac Rep

still confused why is my speed soo much lower then the isp average?
http://www.speedtest.net/result/598020895.png (http://www.speedtest.net)

shaolinmonk

Oct 21st, 2009, 10:46 AM

I checked today and it's up to 1.7MB/s now for download

stevelam.. I don't think that's correct or i used the wrong format.. either way kbps is not the same as kb/s

500Kbps = 61.04kB/s = 0.5MBp

I would need 3686.4 Kbps = 450 kB/s = 3.69 Mbps

Imelda_Acanac

Oct 21st, 2009, 12:26 PM

Federal Communications Commission is having a public meeting
October 22 on net neutrality. How coincidental to the CRTC
pending decision on the internet in Canada. What does this mean
to the internet consumer? About 70% of Canadians use the internet
which is growing faster than print, tv, radio, although lots of homes
have all the broadcasting media. It helps the governments decide
the rules when the public gives feedback, so please participate.

References:
http://www.broadband.gov/
http://blog.openinternet.gov/
http://www.crn.com/networking/220700461;jsessionid=IHEMJ5BMHIOYZQE1GHPSKHWATMY32 JVN?cid=ChannelWebBreakingNews
http://www.consumersforinternetcompetition.com/
http://www.crtc.gc.ca/eng/NEWS/RELEASES/2009/r091021.htm
http://www.cata.ca/Communities/caip/

Imelda_Acanac

Oct 24th, 2009, 09:13 AM

A very important decision was made on October 21 by the CRTC
the authority on telecommunications in Canada. After months of
public consultation with smaller isps and Bell and other phone
and internet providers, one important step was decided -- that of
transparency on traffic management practises with customers.

'The Commission is also requiring ISPs to inform consumers of their
practices, which will help them to make more informed decisions
about the Internet services they purchase and use.'

Customers need truthful and factual information to make informed decisions
about the plans offered by various isps. The amount of speed and data
possible and what price to pay for it. If customers are given misinformation
or conflicting information on their lines and the technical capability for
speed and data possible through the lines based on factors such as distance
from the Central Office, line quality, inside wiring, modem sync, etc. the
customers will be confused and unable to decide which isp plan best suits
their needs and their budgets.

Both the technical and economic measures of traffic management
should be honest and transparent between the customers and the providers;
technical measures: low caps, low line profile speeds, throttling and
economical measures in pricing plans. Some isps put different prices on plans
based on amount of speed and data caps; some offer unlimited.
But estimated speeds may differ from actual speeds and
it does take activation of the individual line to a home to determine what is
actually technically possible for that line to the home. For phone dsl internet,
the major factor determining speeds is that of distance of a home from the CO.
Maybe there should be a more accurate calculator of speed possible available
to the public so that they can just enter their address or phone number to see
what is technically possible for the line before they purchase. Distance includes
the outside line to the home and its inside wiring or the loop and attenuation
calculation.

If usage based billing passes, this is an economic measure of traffic management
based on a customer's budget because a copper line may be technically capable of
.512M to 8.5M but different pricing plans will determine which one the consumer will choose.
Those with less money and needs will probably choose the cheaper plan but those
who are net addicts will have to pay more for higher speeds and usage if their
lines are capable.

Acanac currently only has one residential plan of 5M unlimited at $18.95 month
prepaid for the first year. Customers whose lines were capable of reaching 5M were
satisfied and remain, but those who got less were dissatisfied and some canceled
within 30 days and got refunded and chose a different isp or canceled after the year
when the price goes back to its regular rates of $33.95 month on a prepaid year term.
However, because of technical limitations of phone dsl, they probably still have slower
speeds due to their distance from the CO. Customers who have switched isps
through the years should know technical limitations of the lines of their homes by now.
Unlimited plans with flat fees are best for families, small businesses and companies,
and net addicts.

Reference:
CRTC decision http://www.crtc.gc.ca/eng/NEWS/RELEASES/2009/r091021.htm
CO locations based on phone area code http://www.telcodata.us/telcodata/telco
Google directions between CO and customer home in kms for outside line estimation
http://maps.google.com/
CAIP http://www.cata.ca/Communities/caip/

fredsmith

Oct 24th, 2009, 11:04 AM

I'd have thought that the CRTCs decision on throttling would have merited a mention . . . .

I notice that, even though the decision was effectiive 'immediately' on the 21st, Bell continues to throttle - and I have yet to receive my 30 day notice, as prescribed in the decision.

CatDog

Oct 25th, 2009, 02:15 PM

has anyone had problems lately in the streetsville area?

disconnections for half an hour, only for it to connect and then the speed be unreliable.

only if you guys resold cable..

weedb0y

Oct 25th, 2009, 08:00 PM

has anyone had problems lately in the streetsville area?

disconnections for half an hour, only for it to connect and then the speed be unreliable.

only if you guys resold cable..

Solid here in Streetsville. Although, BELL has been working in the area and DSL (sympatico and non-sympatico) has been affected in the past week or so.

Imelda_Acanac

Oct 26th, 2009, 08:43 AM

If your service is down, you can first try rebooting (power off/on)
to see if it is only your line/modem out of sync with data traffic.
If you think it is the network, you can go to the Contact Us page
(maybe call a friend with internet connection to see it)
http://acanac.ca/support/contactus.php and see the status, and call
DSL Phone Support :
Mon-Fri 9am-12am
1-866-281-3538

Imelda O. Suzara
Acanac Rep

has anyone had problems lately in the streetsville area?

disconnections for half an hour, only for it to connect and then the speed be unreliable.

only if you guys resold cable..

Imelda_Acanac

Oct 26th, 2009, 11:54 AM

For tenants who rent basement or hi rise apartment units,
when connecting to dsl internet, make sure to shop around
by calling various isps and read websites. Call or email
to find out estimates of speeds and data from your home
address. There are ways to determine potential speeds
based on distance, the main factor which is calculated
in kilometers from your home to the phone central office in
your area. It is usually a rough estimation because it does
take actual activation to find out true speeds when calculation
includes the outside line and inside wiring of your home.
Building owners should have their rental units checked for
wiring, both phone and cable to ensure that the units are prepared
for tenants who require phone, internet, and television.

Some rental units are preset low .512M (half 1M) in basements and apartments
by Bell, but requests for increasing speeds can be done with
the help of isps when ordering. The more customers know the
technical capability of their lines, what speeds and data are possible,
the more informed their decisions will be and which isp to choose.
The recent CRTC decision for transparency with customers was passed.
If you are a tenant, it may help to also contact the building
owner/manager to find out if the building is ready for internet. The
owner can hire an independent electrician to check inside wiring,
floor risers, and the main terminal room and they can deal with Bell
about the outside line and your chosen isp to determine best
possible speeds for the building and your unit.

Reference:
http://about.telus.com/publicpolicy/bics_bc/TELUS-MDU-Cabling-Guidelines.pdf
http://www.crtc.gc.ca/eng/NEWS/RELEASES/2009/r091021.htm
http://www.r3x.net/smartbuildings/

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Oct 26th, 2009, 03:36 PM

Hi,

I emailed Paul Louro, Pres. of Acanac about how you started
the main thread for Acanac in RFD and asked how to thank you.
His reply is copied below and I'm posting it online too:
'I can provide this person with a free Zazeen account.
Lets say our Ultra Extreme. 20Mbps Down and 20Mbps up.
As along as he is an Acanac client.'
Here is the website with details of the new service
http://www.zazeen.com/.

If you pm me your name, then we can confirm your account
with Acanac and you can enjoy Zazeen!

Imelda O. Suzara
Acanac Rep

http://acanac.ca/google-promo.htm?gclid=CM71oPiEvZcCFQVfFQodjW7kSg

100 Gigs of Online Storage
12 month contract that you pay up front <$228 for the year
30 day money back policy if you don't like their services
<$34 (taxes in) a month after the one year deal is done
Unlimited downloads, No Capping :)

Don't know the expiry on this deal (NOTE: Looks like it ends January 31). So hurry up and get it. Worst case utilize their 30 day money back policy. Promo only available in Ontario and Quebec.

Here's a review of their services (82% approval rating);
http://www.dslreports.com/comments/2744

:cheesygriPlease ***********************************:cheesygri

Thanks.

BTW, I've had Acanac since Sunday and have had no disconnections and a smooth 5mb service so far. I was with TekSavvy prior and would disconnect at least once a day. We have 3 computers, 2 of them were running WoW without lagging and the other one ran smoothly as well. Best Internet I've ever had.

cell567

Oct 26th, 2009, 05:54 PM

What's the cheapest dsl modem I can purchase to work with Acanec? How would I go abouts configuring it and what not? Thanks for any input!

weedb0y

Oct 27th, 2009, 01:06 AM

What's the cheapest dsl modem I can purchase to work with Acanec? How would I go abouts configuring it and what not? Thanks for any input!

Check them out on CanadaComputers.com, should $25-35 bucks. Basic one will do.

Imelda_Acanac

Oct 27th, 2009, 08:28 AM

We usually only provide technical support for modems we sell
but we do have a community forum for other modems and common
issues discussed with tech moderators advising
https://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0 .
These are the brand models Acanac sells preconfigured $49.95 refundable
with live phone tech support: Lynx 210, Aztech 600eu and Speedstream 4100.
When you sign up as a customer, you will get a username/password
to put in your modem to gain access to the Acanac server.

Imelda O. Suzara
Acanac Rep

What's the cheapest dsl modem I can purchase to work with Acanec? How would I go abouts configuring it and what not? Thanks for any input!

Imelda_Acanac

Oct 27th, 2009, 10:33 AM

For heavy users who are the targets of deep packet inspection
used by phone companies and some isps in their efforts at
traffic management on data congestion, it helps to research
on articles written about it. Internet Assigned Numbers Authority (IANA)
assigns ports that can be used for applications affected by throttling.
Note: throttling is not done on the lines but on the data types; some
p2p file sharing is considered piracy of copyrighted materials.

'If you’re using an application/protocol during peak periods, such as encrypted FTP and
find that it cannot attain full speed, please first ensure that you are using the standard
port assigned for the application/protocol in question (as per the IANA:
http://www.iana.org/assignments/port-numbers).'

http://www.p2pnet.net/story/17347
http://iana.org/about/
http://www.google.com/hostednews/afp/article/ALeqM5iSMHwj-dc95VP6D2bDacqGRFXqkA

Imelda O. Suzara
Acanac Rep

ffkly

Oct 27th, 2009, 12:24 PM

What's the cheapest dsl modem I can purchase to work with Acanec? How would I go abouts configuring it and what not? Thanks for any input!

check the cyt computers, cheapest one only $15

Imelda_Acanac

Oct 28th, 2009, 10:31 AM

Now that the computers and the internet are used as the
latest broadcasting medium for movies, music, shows, news,
with the combined function of cinema, radio, tv and print media,
the issue of copyright for the content arises. File sharing
where copyrighted content is uploaded and downloaded
for free by user members on websites does not add to the
fortune of the content producers but increases their fame.
With all these big files, phone companies and isps that
throttle with DPI may one day work with the producers, law
enforcers and governments with Bill C-61 to thwart free file
sharing/broadcasting/distributing online, although most of the
content shared tends to be American not Canadian.
Or maybe a computer antenna will be developed so that
the internet will be free too, the way tv and radio can be?
Acanac has a website for sharing videos and music with
other customer members http://www.acanac.org.

Reference:
http://www.momomesh.com/
http://www.napster.ca/ and http://en.wikipedia.org/wiki/Napster
http://www.imeem.com/
http://www.youtube.com/
http://www.joost.com/
http://www.cbc.ca/technology/story/2008/06/19/tech-copyright.html?ref=rss&loomia_si=t0:a16:g2:r2:c0.0978643:b17587308
http://www2.parl.gc.ca/HousePublications/Publication.aspx?DocId=3570473&Language=e&Mode=1

Imelda O. Suzara
Acanac Rep

Teletran

Nov 1st, 2009, 11:06 AM

Thank you for your correspondence concerning the broadband industry in Canada. The Liberal Party believes that competitive rates and accessibility for high speed internet are key components for economic growth in Canada.

We have some of the highest-cost internet access when compared to other developed nations. It is important to note that in 2002, Canada ranked 2nd out of 30 OECD countries in number of broadband users per 100 inhabitants. In 2007, we dropped to 10th. Furthermore, in costs versus speed, Canada ranks 27th out of 30 for average broadband monthly price per advertised megabit per second.

What we need is better service for Canadian consumers. Canadians deserve the best internet service possible along with competitive fares. This is what we need to do in order to compete in a new global economy. A Liberal government will take steps to increase competition and get more investment into internet infrastructure. These steps must be taken in order to lower rates and improve broadband services for all.

The future economy will be very dependent on the digital economy. It is crucial that we, as a country, invest in broadband infrastructure today. Our Caucus is very determined on this issue, and will continue to work hard in the House of Commons and in the Senate to best serve Canadians.

Thank you again for your correspondence on this important matter. Should you have any questions or comments about this or any other matter, please do not hesitate to contact Mr. Rae again.

Yours Sincerely

Christopher Leslie
Parliamentary Assistant
Office of the Hon. Bob Rae
613-992-5234
raeb@parl.gc.ca
_______

I received the same canned response from my local Liberal MP to which I have responded and asked them to clarify the actions that the Liberal party is undertaking to ensure fair competition and lower telecom prices for the consumer.

I will report back if I receive any response.

BMR

Nov 1st, 2009, 09:33 PM

Imelda:

I am sure the question has already been asked, but why does all of the providers of DSL asside from Bell, cut off at 5Mb while Bell is currently giving me 7 and I have the option to go for 12 or 16?

I am in the midst of renewing my internet service with Bell now and the best I can get from Retention is $33 per month for 6Mbit connection NOT the 7Mbit that I have now and a 65GB monthly cap of data.

Why should I switch to Acanac ?? If you were not under the throttling ban that Bell imposes for P2P then I would switch for sure, but otherwise, why switch? The reason that I ask, is that I know Bell are hard to deal with, with all of the problems in billing and fees etc, but I have found that once I get the deal finalized and follow it up, that it is correct and lasts for the year that it is in place. As well, I must comment that My DSL service has been up 24/7 for years with Bell and I can only think of two times in the past 4 years where it was down for several hours. I am concerned that If I were to switch to a small company like Acanac, that I now have yet another layer to deal with and that there will be a greater chance for down time.

Could others who have a Bell plan now that is superior to the one they are offering me post their deals here or at least provide feedback on the one that I am being offered.

Thank you,

BMR

darkprince

Nov 1st, 2009, 10:48 PM

Switch to Acanac from Bell back in the summer. Haven't look back since.

Paid everything up front dun have to worry about paying my bills every month. I only had 2 minor hiccups which was dealt with withi 24 hours.

No-more errors billings, no more calling retention calling, no more calling customer service to get the errors fixed every single month!

No more worrying about going over my limit. (NO MORE CAP)

I am happy with Acanac!

Imelda:

I am sure the question has already been asked, but why does all of the providers of DSL asside from Bell, cut off at 5Mb while Bell is currently giving me 7 and I have the option to go for 12 or 16?

I am in the midst of renewing my internet service with Bell now and the best I can get from Retention is $33 per month for 6Mbit connection NOT the 7Mbit that I have now and a 65GB monthly cap of data.

Why should I switch to Acanac ?? If you were not under the throttling ban that Bell imposes for P2P then I would switch for sure, but otherwise, why switch? The reason that I ask, is that I know Bell are hard to deal with, with all of the problems in billing and fees etc, but I have found that once I get the deal finalized and follow it up, that it is correct and lasts for the year that it is in place. As well, I must comment that My DSL service has been up 24/7 for years with Bell and I can only think of two times in the past 4 years where it was down for several hours. I am concerned that If I were to switch to a small company like Acanac, that I now have yet another layer to deal with and that there will be a greater chance for down time.

Could others who have a Bell plan now that is superior to the one they are offering me post their deals here or at least provide feedback on the one that I am being offered.

Thank you,

BMR

shaolinmonk

Nov 2nd, 2009, 09:58 AM

I'm up and running now as well.. they fixed my line over the weekend and i've up to 5mb/s now.

Imelda_Acanac

Nov 2nd, 2009, 01:56 PM

I asked Paul Louro, President of Acanac this question and his reply:
'Because they say they are using ADSL 2+ for the 7Mbps service. We are
still waiting for the final approval to offer ADSL 2+ speeds. The CRTC
has already approved, however Bell is asking the government for a
review. They have to make a decision before years end.'

So, some of the limitations of speeds are possibly capped by Bell until then...
although some Acanac customers are already getting 6M+,
unless one is really far from the Central Office in your area.
Some modems are adsl2+ capable already so the copper lines may
actually be capable of faster speeds when Bell agrees that other dsl isps
can offer faster profile speeds too for internet plans by 2010.

Refer http://en.wikipedia.org/wiki/Asymmetric_digital_subscriber_line

Imelda O. Suzara
Acanac Rep

Imelda:

I am sure the question has already been asked, but why does all of the providers of DSL asside from Bell, cut off at 5Mb while Bell is currently giving me 7 and I have the option to go for 12 or 16?

I am in the midst of renewing my internet service with Bell now and the best I can get from Retention is $33 per month for 6Mbit connection NOT the 7Mbit that I have now and a 65GB monthly cap of data.

Why should I switch to Acanac ?? If you were not under the throttling ban that Bell imposes for P2P then I would switch for sure, but otherwise, why switch? The reason that I ask, is that I know Bell are hard to deal with, with all of the problems in billing and fees etc, but I have found that once I get the deal finalized and follow it up, that it is correct and lasts for the year that it is in place. As well, I must comment that My DSL service has been up 24/7 for years with Bell and I can only think of two times in the past 4 years where it was down for several hours. I am concerned that If I were to switch to a small company like Acanac, that I now have yet another layer to deal with and that there will be a greater chance for down time.

Could others who have a Bell plan now that is superior to the one they are offering me post their deals here or at least provide feedback on the one that I am being offered.

Thank you,

BMR

BMR

Nov 2nd, 2009, 03:16 PM

Thank you Imelda:

Does this mean the Acanac is planning to offer speeds such as 7, 12 and 16 MBits per sec and if so, will they still be unlimited and will there be large price increases for these higher speed levels.

I would strongly consider changing over if you are able to offer these higher speeds with unlimited cap at the low prices that you currently are offering now.

BMR

shadow_cruiser

Nov 2nd, 2009, 04:33 PM

Signed up for acanac on October 14 taking in light of a 7 day activation period. My teksavvy service was being cancelled on the 23. Got a call from acanac on October 21 saying I did not request a dry-loop when I rightfully did. They said it will now take another week and some for the technician to come. Technician was scheduled to come today Nov.2 between 9-5. Took the day off work and sat at home waiting for their arrival. Called them at 4:45pm and said there's no technician that came and then he said I have some bad news for you, DSL is not avaliable at your residential address. This is BS, I spoke to acanac 3 times since this date and not one of them could have told me internet wasn't available. Each service rep had some unprofessional quality about them too. First rep kept on saying "yeah" "uh-huh" "ya". Second rep put me on hold then cut me off and third rep was the worst, sounded like he didn't finish highschool and on top of that, it seemed like he was a in bathroom or something, lol.

I've seen many bad reviews about the service with acanac and I can tell you from being with teksavvy for almost 2 years, it goes like this.

teksavvy--velcom---acanac

Imelda_Acanac

Nov 3rd, 2009, 08:29 AM

If you pm me your name and number, I can look at
your account and see why. If you had Teksavvy which
also uses phone dsl internet, Acanac should also be
able to provide it.

Imelda O. Suzara
Acanac Rep

Signed up for acanac on October 14 taking in light of a 7 day activation period. My teksavvy service was being cancelled on the 23. Got a call from acanac on October 21 saying I did not request a dry-loop when I rightfully did. They said it will now take another week and some for the technician to come. Technician was scheduled to come today Nov.2 between 9-5. Took the day off work and sat at home waiting for their arrival. Called them at 4:45pm and said there's no technician that came and then he said I have some bad news for you, DSL is not avaliable at your residential address. This is BS, I spoke to acanac 3 times since this date and not one of them could have told me internet wasn't available. Each service rep had some unprofessional quality about them too. First rep kept on saying "yeah" "uh-huh" "ya". Second rep put me on hold then cut me off and third rep was the worst, sounded like he didn't finish highschool and on top of that, it seemed like he was a in bathroom or something, lol.

I've seen many bad reviews about the service with acanac and I can tell you from being with teksavvy for almost 2 years, it goes like this.

teksavvy--velcom---acanac

Imelda_Acanac

Nov 3rd, 2009, 10:08 AM

The pending decision by the CRTC about the internet
and Bell and usage based billing and caps will probably
affect unlimited plans and pricing. The decision will
be made in December and affect all isps, probably
Acanac too but customers will be informed because
CRTC decided that isps should be transparent about
traffic management with customers.

Reference:
http://www.consumersforinternetcompetition.com/business/default.aspx
http://www.cata.ca/Communities/caip/
http://www.crtc.gc.ca/eng/NEWS/RELEASES/2009/r091021.htm

Imelda O. Suzara
Acanac Rep

Thank you Imelda:

Does this mean the Acanac is planning to offer speeds such as 7, 12 and 16 MBits per sec and if so, will they still be unlimited and will there be large price increases for these higher speed levels.

I would strongly consider changing over if you are able to offer these higher speeds with unlimited cap at the low prices that you currently are offering now.

BMR

Imelda_Acanac

Nov 3rd, 2009, 03:30 PM

I also sent you a pm on this if you would like to try again.
Your order was rejected due to 'no facilities' that time but
now that you have an active internet with another dsl isp,
the service can be migrated over to Acanac.

Imelda O. Suzara
Acanac Rep

Signed up for acanac on October 14 taking in light of a 7 day activation period. My teksavvy service was being cancelled on the 23. Got a call from acanac on October 21 saying I did not request a dry-loop when I rightfully did. They said it will now take another week and some for the technician to come. Technician was scheduled to come today Nov.2 between 9-5. Took the day off work and sat at home waiting for their arrival. Called them at 4:45pm and said there's no technician that came and then he said I have some bad news for you, DSL is not avaliable at your residential address. This is BS, I spoke to acanac 3 times since this date and not one of them could have told me internet wasn't available. Each service rep had some unprofessional quality about them too. First rep kept on saying "yeah" "uh-huh" "ya". Second rep put me on hold then cut me off and third rep was the worst, sounded like he didn't finish highschool and on top of that, it seemed like he was a in bathroom or something, lol.

I've seen many bad reviews about the service with acanac and I can tell you from being with teksavvy for almost 2 years, it goes like this.

teksavvy--velcom---acanac

weedb0y

Nov 3rd, 2009, 04:09 PM

I also sent you a pm on this if you would like to try again.
Your order was rejected due to 'no facilities' that time but
now that you have an active internet with another dsl isp,
the service can be migrated over to Acanac.

Imelda O. Suzara
Acanac Rep

I do have to echo the sentiment that the reps need to be properly trained on professionalism. The service is awesome and your support has been crucial in converting us into acanacers. However, the call center is unprofessional and leaves a very bad impression.

The folks renewing will definitely be comparing service quality as they will be paying closer to the competition.

Imelda_Acanac

Nov 8th, 2009, 12:00 PM

I was reading this on the CRTC website dated Ottawa, 12 August 2009
http://www.crtc.gc.ca/eng/archive/2009/2009-484.htm effective 90 days
which is around November 12, 2009 copied below:
'The Commission approves on an interim basis the Bell companies' proposed
two new GAS speed options and rates. The Commission also approves on an interim
basis their proposal to introduce UBB for GAS, effective 90 days from the date of
this order. The Commission further approves on an interim basis their proposal to
introduce an excessive usage charge for GAS of $0.75 per GB in excess of 300 GB,
effective the date the Bell companies notify the Commission in writing that they apply an
excessive usage charge of $1.00 per GB in excess of 300 GB to all their retail
customers on UBB plans.'

For speeds (bits): two new GAS speed options and rates GAS residence download
up to 2M upload 800 Kb and business download up to 1M and upload up to 640Kb.
For data (bytes): usage based billing UBB with .75 cents/GB in excess of 300GB.

So isps can offer slower speeds with probably a cheaper rate, which is what
Bell is already doing and charge extra for excessive usage over 300GB.

For customers whose homes are located far from the Bell Central Offices, and
can only get technically up to 2Mb on their lines, this may be more fair to their
budgets because they will not have to pay the same as those who are getting 5Mb.
But for families and small businesses, the unlimited plans are best on a flat fee
than a usage based but if they can keep their usage down to 300GB a month,
they might not even notice.

Acanac only has one plan of up to 5Mb for residential and up to 6Mb for business.
If it will be allowed to offer a lower speed and rate for customers far away getting
2Mb and under, that would actually be savings for them not to have to pay the 5Mb plan.
How long will this 'interim basis' be in terms of time and will it eventually become
permanent?

Imelda O. Suzara
Acanac Rep

ginfar

Nov 8th, 2009, 03:04 PM

Dear Imelda,

I was wondering how will Acanac customers be advised if and when this new ruling will effect them. If the new ruling is effective as of Nov 12, when will acanac clients be advised and when will they be charged extra fees.

Thanks

Imelda_Acanac

Nov 9th, 2009, 08:22 AM

Update from Paul Louro, President of Acanac
'This was put on hold by the CRTC for now.'

All isps are probably waiting for the final decision.
There is a website regarding this issue where people
can send in comments and help the campaign against it
http://www.consumersforinternetcompetition.com/business/the-issue-in-a-nutshell.aspx
There is no internal notice to Acanac staff yet although
the management are part of the campaign. Until we get
instructions, Acanac staff are also just waiting along with
customers. There will probably be advance notice given
to customers whatever the changes to our services.

Imelda O. Suzara
Acanac Rep

Dear Imelda,

I was wondering how will Acanac customers be advised if and when this new ruling will effect them. If the new ruling is effective as of Nov 12, when will acanac clients be advised and when will they be charged extra fees.

Thanks

Imelda_Acanac

Nov 15th, 2009, 08:48 AM

A reply from the Minister of Industry, Hon.Tony Clement
http://www.ic.gc.ca/eic/site/ic1.nsf/eng/h_00077.html
_______
Subject: Regulated Access to Wholesale Telecommunications Services
From: Minister.Industry@ic.gc.ca
Date: Fri, November 13, 2009 5:04 pm
To: imeldas@acanac.com
Priority: Normal
Options: View Full Header | View Printable Version | Download this as a file

Thank you for your e-mail expressing your concerns regarding regulated
access to wholesale telecommunications services.

As you may be aware, three petitions to the Governor in Council have been
filed, appealing several decisions of the Canadian Radio-television and
Telecommunications Commission (CRTC). Each decision concerns the extent
that the large former monopoly telephone companies (e.g., Bell Canada) are
required to provide competitors with wholesale services at regulated rates
and terms. MTS Allstream has appealed Telecom Decision CRTC 2008-117 and
Telecom Regulatory Policy 2009-34, and is seeking more stringent wholesale
rules. Bell and TELUS have each appealed Telecom Decision CRTC 2008-117
and Telecom Order CRTC 2009-111, and have requested that certain wholesale
obligations be removed.

The public record of these appeals is available under “Gazette Notices and
Petitions” on Industry Canada’s Spectrum Management and Telecommunications
website at http://ic.gc.ca/spectrum. You will find electronic copies of
the petitions, public comments made by interested parties, and links to
the CRTC decisions under appeal.

Under the Telecommunications Act, Cabinet can decide to take action in
response to a petition by varying (changing) the decision, referring it
back to the CRTC for reconsideration or rescinding the decision. Cabinet
can also decide not to intervene and let the CRTC decision remain in
place. The government’s powers to intervene expire one year from the date
of the decision in question. Given that the matter is still under
consideration by Cabinet, it would not be appropriate for me to comment at
this time.

Once again, thank you for writing. I trust that this information is
helpful.

Yours sincerely,

Tony Clement
_______________

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Nov 16th, 2009, 08:18 AM

I sent you by email the account instructions from Sandro as
rewarded by Paul Louro. Thank you again for starting this
thread on Acanac in Redflagdeals forum!
See Zazeen http://www.zazeen.com/ fast fiber optic speeds.

Imelda O. Suzara
Acanac Rep

cujo_99

Nov 16th, 2009, 01:42 PM

I read the first several pages and skipped to the more recent pages. I'm not seeing much information regarding the speed of acanac. At the DSL report forum, almost every post is a complaint about slow speed: http://www.dslreports.com/forum/cover,2744

The customer service representative was helpful for answering my basic questions. Confirmed the $/mo for a one-year contract, that I can opt out after the first year, dry-loop availability and that I can buy my own modem. She also said that MLPPP is available everywhere now. Is SSH tunnel = MLPPP?

Tekksavvy seems to have a generally positive customer response at dslreports.com and although the monthly cost is higher, I'm not trapped in a 1-year contract. However, if I decide to go back to Rogers, I'm stuck with a DSL modem and I paid the dry-loop activation fee.

Can anyone give a side-by-side comparison between Acanac and teksavvy and ease my mind about going DSL? My intuition tells me Acanac wouldn't be a well-kept secret at those prices if their service was good.

Imelda_Acanac

Nov 16th, 2009, 03:17 PM

I wrote a post months ago about the 2 isps
http://www.redflagdeals.com/forums/8484046-post776/
and most of the info is probably still up to date.
There are other threads on this
http://www.redflagdeals.com/forums/teksavvy-vs-acanac-686817/2/#post8067950
Acanac's work around to throttling is its ssh tunnel
http://acanac.ca/SSH-Tunnel-U.htm and
https://community.acanac.com/acanac/viewtopic.php?f=21&t=11264
also mlppp will be available sometime after its testing
https://community.acanac.com/acanac/viewtopic.php?f=22&t=10697&start=0&st=0&sk=t&sd=a&hilit=mlppp
Speed on dsl internet over phone lines depends mainly on
distance between a customer's home and the Bell Central Office
in the area, plus other miscellaneous factors.

Imelda O. Suzara
Acanac Rep

I read the first several pages and skipped to the more recent pages. I'm not seeing much information regarding the speed of acanac. At the DSL report forum, almost every post is a complaint about slow speed: http://www.dslreports.com/forum/cover,2744

The customer service representative was helpful for answering my basic questions. Confirmed the $/mo for a one-year contract, that I can opt out after the first year, dry-loop availability and that I can buy my own modem. She also said that MLPPP is available everywhere now. Is SSH tunnel = MLPPP?

Tekksavvy seems to have a generally positive customer response at dslreports.com and although the monthly cost is higher, I'm not trapped in a 1-year contract. However, if I decide to go back to Rogers, I'm stuck with a DSL modem and I paid the dry-loop activation fee.

Can anyone give a side-by-side comparison between Acanac and teksavvy and ease my mind about going DSL? My intuition tells me Acanac wouldn't be a well-kept secret at those prices if their service was good.

mystery

Nov 16th, 2009, 04:20 PM

cujo_99

Nov 16th, 2009, 04:27 PM

Seems like Acanac's only advantage over Teksavvy is the price.

I should have hung up during the awful blaring wait music on the phone line.

Imelda_Acanac

Nov 17th, 2009, 03:44 PM

I forwarded your complaint to the Sales and Support
departments and Paul Louro, President of Acanac.
He replied by email:
'Just checked. It sounds normal.
It's an online one '80s music.'
I also called in twice to listen and it sounds soft.
But it could be dependent on individual opinion.

Imelda O. Suzara
Acanac Rep

Seems like Acanac's only advantage over Teksavvy is the price.

I should have hung up during the awful blaring wait music on the phone line.

radeonboy

Nov 17th, 2009, 10:30 PM

I just signed up a few days ago with Acanac for my sister's condo. We went with a dry-loop DSL service as she only has a cell phone and no home phone. We're not sure if Bell is supposed to do anything or not, inside or out...

Called Acanac and the rep says 'don't worry sir, everything will be alright on monday'...

I hope its up as I'm gonna try connecting tomorrow. If there is any problems, I will let you know Imelda O. Suzara.

Imelda_Acanac

Nov 18th, 2009, 10:19 AM

Thanks for signing up with Acanac! Dry loop dsl
can take up to 9 business days to activate and
may require a physical visit by a Bell tech so customers
have to be home for access to their premises.
If you do need help in any way, feel free to post or pm me.

Imelda O. Suzara
Acanac Rep

I just signed up a few days ago with Acanac for my sister's condo. We went with a dry-loop DSL service as she only has a cell phone and no home phone. We're not sure if Bell is supposed to do anything or not, inside or out...

Called Acanac and the rep says 'don't worry sir, everything will be alright on monday'...

I hope its up as I'm gonna try connecting tomorrow. If there is any problems, I will let you know Imelda O. Suzara.

can2000

Nov 18th, 2009, 10:34 AM

One of my neighbors has been using Bell Sympatico for many years.
I helped him to register Acanac DSL service on weekend, and got the DSL user/password on Monday.
I set up the DSL modem account info. with acanac, and it is working fine now.
But, just wonder what should he tell Bell about the line in order not to get deactivated for Acanac when he calls to cancel Sympatico? thanks

Imelda_Acanac

Nov 18th, 2009, 10:42 AM

If he is using the same regular phone line, the internet
should be migrated without any interference when he
cancels the internet only. Or is he
going to cancel the phone and internet with Bell?
Dsl requires either a regular phone (wet loop) or a dry loop
for it to work.

Imelda O. Suzara
Acanac Rep

One of my neighbors has been using Bell Sympatico for many years.
I helped him to register Acanac DSL service on weekend, and got the DSL user/password on Monday.
I set up the DSL modem account info. with acanac, and it is working fine now.
But, just wonder what should he tell Bell about the line in order not to get deactivated for Acanac when he calls to cancel Sympatico? thanks

can2000

Nov 18th, 2009, 10:48 AM

He will keep the bell phone line and just swap the DSL provider.

mr_yellow

Nov 19th, 2009, 09:21 AM

stevelam

Nov 19th, 2009, 09:32 AM

Hi Guys,

My 1 year promo just ended and I was pre-charged an extra 1 year term without my knowledge so I'm quite frustrated that Acanac has the gall to put another $500 of charges on my credit card WITHOUT my authorization....

Does anyone know of any decent cheaper alternatives for the GTA?

Thanks,

honestly now...if you had actually read your agreement, then you'd know the renewal is automatic. can't believe you have the 'gall' to get mad at a company that gave you a massive discount over any other ISP in town for a whole year.

there are none that are cheaper.

mr_yellow

Nov 19th, 2009, 09:54 AM

honestly now...if you had actually read your agreement, then you'd know the renewal is automatic. can't believe you have the 'gall' to get mad at a company that gave you a massive discount over any other ISP in town for a whole year.

there are none that are cheaper.

Is it that much to expect a company to ASK for a renewal or at the very least have an automatic renewal of a MONTH-TO-MONTH contract vs. a huge 1 year contract? Not everyone is as willing or capable as you to part with $500 in one lump sum...

Also, I owe NOTHING to acanac for providing a "massive discount". In my eyes, it's still money spent and the contract policies and procedures are still a slap in the face.

fredsmith

Nov 19th, 2009, 10:21 AM

Is it that much to expect a company to ASK for a renewal or at the very least have an automatic renewal of a MONTH-TO-MONTH contract vs. a huge 1 year contract? Not everyone is as willing or capable as you to part with $500 in one lump sum...

Also, I owe NOTHING to acanac for providing a "massive discount". In my eyes, it's still money spent and the contract policies and procedures are still a slap in the face.

:rolleyes: sigh :rolleyes:

I promised myself I'd stay out of these threads for the most part, but this one has prompted me to emerge from retirement.

Read, and understand what it is your are agreeing to BEFORE you commit to a contract.

Simply put, all the company did was what YOU agreed to let them do . . . you certainly weren't complaining about the benefits you received during the first year of your commitment . . .

The quick answer is that you can save a small amount of money and not have to pay up front with a couple of other ISPs, but with interest rates being what they are, the savings are minimal. And if you intend to use MLPPP you will be ahead of the game staying with Acanac.

If the service has been reasonable, my personal suggestion would be to stick with what you have, since you'll be dinged for the first month at the single month rate if you cancel and that'll eat up any savings anyway.

mr_yellow

Nov 19th, 2009, 11:30 AM

:rolleyes: sigh :rolleyes:

I promised myself I'd stay out of these threads for the most part, but this one has prompted me to emerge from retirement.

Read, and understand what it is your are agreeing to BEFORE you commit to a contract.

Simply put, all the company did was what YOU agreed to let them do . . . you certainly weren't complaining about the benefits you received during the first year of your commitment . . .

Yes, I know Acanac has every "legal" right to do what they're doing but that still doesn't make it "right"...

Burying renewal agreements in fine print (especially ones of such high amounts) does not make this practice acceptable. Especially when the last time that fine print was read was a YEAR ago..

If they had proactively approached me or at the very least warned me of these charges maybe a week or two ahead of time, I'd be more willing to accept them. But now if I don't accept them, I have to go through the hassle of calling in, cancelling and potentially having to do a chargeback... Huge hassle. Shady Business Practices++

And this has nothing to do with the internet service I had during the year. How do you know I wasn't complaining? And even if I wasn't, what does that have to do with renewal procedures?

Imagine you leasing a car for 3 years and at the end of the 3 years, the dealership automatically signs you up for a new car for another 3 automatically!

In anycase, thanks for your input.. I do appreciate it...

stevelam

Nov 19th, 2009, 12:48 PM

Yes, I know Acanac has every "legal" right to do what they're doing but that still doesn't make it "right"...

Burying renewal agreements in fine print (especially ones of such high amounts) does not make this practice acceptable. Especially when the last time that fine print was read was a YEAR ago..

If they had proactively approached me or at the very least warned me of these charges maybe a week or two ahead of time, I'd be more willing to accept them. But now if I don't accept them, I have to go through the hassle of calling in, cancelling and potentially having to do a chargeback... Huge hassle. Shady Business Practices++

And this has nothing to do with the internet service I had during the year. How do you know I wasn't complaining? And even if I wasn't, what does that have to do with renewal procedures?

Imagine you leasing a car for 3 years and at the end of the 3 years, the dealership automatically signs you up for a new car for another 3 automatically!

In anycase, thanks for your input.. I do appreciate it...

yah wow a whole YEAR ago...are you saying you couldn't read a simple paragraph in that whole entire year??? please. are you expecting the whole world to baby you through life or something? as if you even have the gall to come whine about something you clearly could have taken care of yourself but no, you decided to be a lazy git about it.

lucky for you, acanac will probably refund your money anyway DESPITE the fact that the agreement clearly says the bill is renewed annually and that if you wish to cancel, you must do it BEFORE or right on your annual renewal date.

mr_yellow

Nov 19th, 2009, 01:21 PM

yah wow a whole YEAR ago...are you saying you couldn't read a simple paragraph in that whole entire year??? please. are you expecting the whole world to baby you through life or something? as if you even have the gall to come whine about something you clearly could have taken care of yourself but no, you decided to be a lazy git about it.

lucky for you, acanac will probably refund your money anyway DESPITE the fact that the agreement clearly says the bill is renewed annually and that if you wish to cancel, you must do it BEFORE or right on your annual renewal date.

Yes a whole freaking year ago... That's a long time buddy... It's long enough that courts throw tickets out and it's certainly long enough for the average person to forget something like this. Would you remember 1 clause specified in fine print hidden in a multipage contract after a year? and yes, i may be a lazy git, but it's still not right for a company to take advantage of that. I expect this type of behaviour from gyms and magazine subscriptions. Not telecommunication companies...

Am I really in the wrong for thinking this way?

mystery

Nov 19th, 2009, 01:37 PM

Yes a whole freaking year ago... That's a long time buddy... It's long enough that courts throw tickets out and it's certainly long enough for the average person to forget something like this. Would you remember 1 clause specified in fine print hidden in a multipage contract after a year? and yes, i may be a lazy git, but it's still not right for a company to take advantage of that. I expect this type of behaviour from gyms and magazine subscriptions. Not telecommunication companies...

Am I really in the wrong for thinking this way?

You should have read the fine print, and made a note of it to cancel prior to them renewing you for another year.

It is a sucky agreement for sure, but you agreed to it when you signed on board.

Call them to cancel and they will just charge you full price for one month and you will get back the rest.

Imelda_Acanac

Nov 19th, 2009, 03:19 PM

This is one of the common complaints about Acanac autobilling terms.
I asked Paul Louro, President of Acanac about this before and emailing
customers advance reminders was tried but failed since customers change
emails within a year. One way to avoid this is to use other payment methods:
pay by cash at the store, certified cheque or money order mailed to head office.

It is in the User Agreement online http://www.acanac.com/User-Agreement.html
Billing. All terms are due up front. If you sign up for the lowest rate then you are likely
on the 1 year term. You will be billed the entire term up front and then billed on a yearly
basis.All credit cards are billed automatically on their renewal dates. If you do not want
to renew your account please cancel the account on or before the renewal date.
Cancellations must be done by e-mail and sent to
accounting@acanac.com or billing@acanac.com. Please
make sure you obtain the cancellation ID or ticket number for your request to confirm
cancellation of service.

30 Day Money Back
Customers must terminate the agreement before or on the renewal date. Should a client
forget to terminate before the renewal date, clients will be required to pay each additional
month of service ( at the monthly rate ) and the remainder will be refunded.

There is also an RFD thread on this
http://www.redflagdeals.com/forums/acanac-auto-renewal-705594/5/

Sorry for any misunderstanding and inconvenience.

Imelda O. Suzara
Acanac Rep

Yes, I know Acanac has every "legal" right to do what they're doing but that still doesn't make it "right"...

Burying renewal agreements in fine print (especially ones of such high amounts) does not make this practice acceptable. Especially when the last time that fine print was read was a YEAR ago..

If they had proactively approached me or at the very least warned me of these charges maybe a week or two ahead of time, I'd be more willing to accept them. But now if I don't accept them, I have to go through the hassle of calling in, cancelling and potentially having to do a chargeback... Huge hassle. Shady Business Practices++

And this has nothing to do with the internet service I had during the year. How do you know I wasn't complaining? And even if I wasn't, what does that have to do with renewal procedures?

Imagine you leasing a car for 3 years and at the end of the 3 years, the dealership automatically signs you up for a new car for another 3 automatically!

In anycase, thanks for your input.. I do appreciate it...

squinty

Nov 19th, 2009, 03:30 PM

I signed up with acanac on nov 9th for a business dsl line. My bell sympatico service was going to end on nov 16th.

I'm currently with rogers for their analog phone service in quebec (they rent the lines from bell).

I gave in my circuit ID# and all the info they needed. I called in on either the thursday or friday to inquire about when we'd be able to get some service and was told that bell had told them that i was canceling my phone line (which was a line on bells part!), so they couldn't process my order and that it was a good thing i called (couldn't they have called or emailed me to let me know they had an issue!?).

After straightening everything out, i was told i'd have service by the 18th of nov. A bit annoying to not have the net for 2 days, but was told i'd be able to call in to see if service could happen sooner.

Well, i called in on the 17th and was told there was yet another issue with my order and they had to resubmit, but they couldn't tell me why! On top of that, i was told i'd only get service on the 24rd. I kept digging to try to find out what happened this time, and got no answers. I was told i'd receive an email explaining what happened since they don't do outgoing calls.

After not receiving any emails today, i called back and spoke to a tech who still had no answers and said the soonest i could get service was now the 26th.. the only reason i'm able to be on this forum now is that i'm 'borrowing' some wifi, some really slow wifi. This has been a huge issue for my business.. it's basically thrown a wrench in my operations.

The tech could not tell me why the order had been resubmitted. He could not tell me if bell or acanac were the ones that messed up.. which leads me to believe that they messed up, after all, they could not give me a reason as to why the order could not go through. What worries me even more is that they will mess up again and i'll have to wait another 3-5 business days after the 25th if the order fails again. That will bring the total to 13 business days without the internet, again, for my business!

The tech did say that he'd send a message to get the bell tech to try to hook me up tomorrow.. and even though the bell guy doesn't need access to my office, i'm fairly certain it just won't happen with a days notice.

Hopefully, someone from acanac will see this post and help me solve this sooner rather than later. I know bell has a hand in the delay, but having multiple techs tell me they didn't know why i was getting my sevice pushed back a second time is plain ridiculous.

Oh.. and they also have to correct their policy of managers not speaking to customers who request it if the techs aren't giving enough info to the customers... so far, i'm not impressed, i really do want to be won over though.

Fergless

Nov 19th, 2009, 06:49 PM

Hi guys, just wanted to mention there is the Acanac Community Forum at this link.
https://community.acanac.com/acanac/index.php
Also the Acanac Main site has a new look, might want to check it out.
http://www.acanac.com/

There's a new Promo running on the Acanac Community Forum for Acanac Customers.
https://community.acanac.com/acanac/viewtopic.php?f=13&t=11442

Tks

ignoreme

Nov 20th, 2009, 10:06 AM

Fergless

Nov 20th, 2009, 12:29 PM

I don't have a Bell landline. I use VOIP and right now with Rogers, pay $39(tax incl.) monthly with 3M/60G download.

If I choose Acanac, that means I have to pay a "dry loop" fee?

I pay $2/month for my landline, very satisfied. I don't want to be hooped by Bell at $20/month. If "dry loop" cost $10, I won't change...

Dry Loop is $8/mth.
DSL Up to 5M No Caps. $18.95/mth
Voip $9.95/mth.
100Gig Free Online Storage
Free Online PC
Free SSH Tunnels (2 Different ones)
MLPPP one time $10 fee (Not ready yet)
1 Free Static IP Address

tomtong

Nov 20th, 2009, 01:17 PM

I don't have a Bell landline. I use VOIP and right now with Rogers, pay $39(tax incl.) monthly with 3M/60G download.

If I choose Acanac, that means I have to pay a "dry loop" fee?

I pay $2/month for my landline, very satisfied. I don't want to be hooped by Bell at $20/month. If "dry loop" cost $10, I won't change...

Yes, you need to pay dry loop.

So your current cost for Internet and VOIP is ~$36 + $2 (before tax)
vs $18.95 + $8 + $2 for 1st year and $34.95 + $8 + $2 thereafter.

If you mean $2/mth for your landline is your VOIP service and you're satisfied with the voice quality you have now, then you better not change.

Fergless

Nov 20th, 2009, 01:39 PM

He's currently paying $39.95 + $2 for the phone and Cable Internet = $41.95

Acanac would be $18.95 + $8 + $9.95 = $36.95 for More Speed and No caps.
Plus all the other extras. But you certainly have a good deal on your phone $2, that's amazing.

Your choice ignoreme.:)

Firestarter

Nov 20th, 2009, 01:42 PM

For anyone that has bought there modem and left Acanac how did you go about giving it back to get your money for the modem?

tomtomtom

Nov 20th, 2009, 01:55 PM

Just buy any DSL modem from any retail store, they will work. Acanac provided modems are pokey at best.

http://cty.ca/productdetails.asp?pid=3747

Imelda_Acanac

Nov 21st, 2009, 09:11 AM

There are different reasons why a new order is rejected
in Portal: error in address, error in phone for dsl, no port
available, should be business not personal internet, phone
number should be in account holder's name, billing issue,
and any error can result in a few days delay and rescheduling
for the activation. Please pm your name and number if
you need a follow up and I can check why there is a delay.

Imelda O. Suzara
Acanac Rep

I signed up with acanac on nov 9th for a business dsl line. My bell sympatico service was going to end on nov 16th.

I'm currently with rogers for their analog phone service in quebec (they rent the lines from bell).

I gave in my circuit ID# and all the info they needed. I called in on either the thursday or friday to inquire about when we'd be able to get some service and was told that bell had told them that i was canceling my phone line (which was a line on bells part!), so they couldn't process my order and that it was a good thing i called (couldn't they have called or emailed me to let me know they had an issue!?).

After straightening everything out, i was told i'd have service by the 18th of nov. A bit annoying to not have the net for 2 days, but was told i'd be able to call in to see if service could happen sooner.

Well, i called in on the 17th and was told there was yet another issue with my order and they had to resubmit, but they couldn't tell me why! On top of that, i was told i'd only get service on the 24rd. I kept digging to try to find out what happened this time, and got no answers. I was told i'd receive an email explaining what happened since they don't do outgoing calls.

After not receiving any emails today, i called back and spoke to a tech who still had no answers and said the soonest i could get service was now the 26th.. the only reason i'm able to be on this forum now is that i'm 'borrowing' some wifi, some really slow wifi. This has been a huge issue for my business.. it's basically thrown a wrench in my operations.

The tech could not tell me why the order had been resubmitted. He could not tell me if bell or acanac were the ones that messed up.. which leads me to believe that they messed up, after all, they could not give me a reason as to why the order could not go through. What worries me even more is that they will mess up again and i'll have to wait another 3-5 business days after the 25th if the order fails again. That will bring the total to 13 business days without the internet, again, for my business!

The tech did say that he'd send a message to get the bell tech to try to hook me up tomorrow.. and even though the bell guy doesn't need access to my office, i'm fairly certain it just won't happen with a days notice.

Hopefully, someone from acanac will see this post and help me solve this sooner rather than later. I know bell has a hand in the delay, but having multiple techs tell me they didn't know why i was getting my sevice pushed back a second time is plain ridiculous.

Oh.. and they also have to correct their policy of managers not speaking to customers who request it if the techs aren't giving enough info to the customers... so far, i'm not impressed, i really do want to be won over though.

Imelda_Acanac

Nov 21st, 2009, 09:17 AM

AzN_RiverdaleCI

Nov 21st, 2009, 09:17 AM

ooh their advertising in NOW magazine! I just saw their ad, it looks like a stick shift /w reverse on the left side

Imelda_Acanac

Nov 22nd, 2009, 12:21 PM

It is usually in the last inner page of the NOW weekly.
The stick shift in the ad has the Acanac logo on 5th position
probably to show up to 5M speed possible 'driving' on
the information highway. I saw the ad a few years ago
and signed up for the promo deal.

Imelda O. Suzara
Acanac Rep

ooh their advertising in NOW magazine! I just saw their ad, it looks like a stick shift /w reverse on the left side

radeonboy

Nov 23rd, 2009, 04:51 PM

Imelda, can you tell me if you have DSL service available in Castlemore area of Brampton?

I have 3Web DSL so Acanac should have service available around here? Do you want to look my phone number for availability?

shapeshifter

Nov 23rd, 2009, 05:08 PM

My renewal is coming up soon

Is there any discounted pricing for renewing another long term contract

aslamrain

Nov 23rd, 2009, 05:10 PM

aslamrain

Nov 23rd, 2009, 05:13 PM

My renewal is coming up soon

Is there any discounted pricing for renewing another long term contract

I will stay with Acanac if the price will be discounted after renewal or go to TEKSAVVY

Imelda_Acanac

Nov 24th, 2009, 08:07 AM

I need your full address and phone number to check
if Acanac serves your home. Please send by pm.

Imelda O. Suzara
Acanac Rep

Imelda, can you tell me if you have DSL service available in Castlemore area of Brampton?

I have 3Web DSL so Acanac should have service available around here? Do you want to look my phone number for availability?

Imelda_Acanac

Nov 24th, 2009, 08:11 AM

Acanac has different prepaid terms for renewals.
Here is the link http://www.acanac.com/DSL.html .
You can also email retention@acanac.com to know
any current renewal offers.

Imelda O. Suzara
Acanac Rep

My renewal is coming up soon

Is there any discounted pricing for renewing another long term contract

Cas77

Nov 24th, 2009, 09:09 AM

Imelda,

Paul had mentionned IPTV would be available in 2008. Do you have the latest on that?

Imelda_Acanac

Nov 24th, 2009, 01:41 PM

I sent an email to Paul about your inquiry.
His response 'It's ongoing too depending on
the upcoming Dec decision. If we gain
access to ADSL2+ we will.'
There is also a discussion thread about it on the
community forum
https://community.acanac.com/acanac/viewtopic.php?f=21&t=11180&start=0&st=0&sk=t&sd=a&hilit=iptv

Imelda O. Suzara
Acanac Rep

Imelda,

Paul had mentionned IPTV would be available in 2008. Do you have the latest on that?

polka

Nov 24th, 2009, 06:08 PM

Imelda
I have a question for you.
I am in Ontario near ottawa to be exact in Cornwall.
I will like to order this high speed internet. But my problem is that i dont have a home phone line with bell. I am using your voip phone. So i guess i will have to pasy $7 more right ?
Plus i take classes on internet every single day. Wich mean if my net is down for one day i loose about $22 just for missing a class.
My question is, Is it it worth to go with Acanac i mean service wise if my ineternet is down would they fix it right a way or not ? How it works ?
I am with cogeco and i never hd problem with them.
Please reply in detail if possible. thanks

Imelda_Acanac

Nov 25th, 2009, 08:47 AM

Thank you for considering Acanac as your isp.
I checked in Portal and see that Acanac serves
Cornwall and has several customers. Without
an active phone, you can order dry loop dsl and
pay extra $8 month or $96 year. Acanac offers
speeds up to 5M unlimited but actual speeds to
a home depend on factors such as distance of
home from the Bell Central Office, total length
of wire loop including the outside and inside wiring, etc.
Acanac servers are up 99.99% of the time but individual
connections stability have to be configured for optimum performance.
There is also a repair ticket system by email and webform 24/7 or phone
for support 1 866 281 3538 x4 Monday to Friday 9am to 12midnight.
Repairs can take a few days depending on the problem.
There is a 30 day money back guarantee if you wish to try
and see if the connection will be satisfactory for your needs.
You can pm your full address with postal code to check what
estimated speeds are for your home.

Imelda O. Suzara
Acanac Rep

Imelda
I have a question for you.
I am in Ontario near ottawa to be exact in Cornwall.
I will like to order this high speed internet. But my problem is that i dont have a home phone line with bell. I am using your voip phone. So i guess i will have to pasy $7 more right ?
Plus i take classes on internet every single day. Wich mean if my net is down for one day i loose about $22 just for missing a class.
My question is, Is it it worth to go with Acanac i mean service wise if my ineternet is down would they fix it right a way or not ? How it works ?
I am with cogeco and i never hd problem with them.
Please reply in detail if possible. thanks

newgame99

Nov 29th, 2009, 11:19 AM

k3v1n37

Nov 29th, 2009, 02:56 PM

Question: If I switch to Acanac will I lose my bell email addresses?
Thanks

weedb0y

Nov 29th, 2009, 03:03 PM

Question: If I switch to Acanac will I lose my bell email addresses?
Thanks

Yes. Hence, its never recommended to make your ISP's email address your primary one.

weedb0y

Nov 29th, 2009, 03:05 PM

Hi there,

I am currently with Bell right now and currently thinking of switching to Acanac. BTW, I live in the Kingston area. Also, the modem/router that comes with Acanac, does it offer wireless? If I have to buy my own, does any modem/router work with Acanac?

Has anybody in this thread tried out there Home Phone? Is it any good?

I would recommend that you skip on the modem that Acanac sends. Grab a cheap TD-LINK DSL modem from Canada Computers and get yourself a dedicated Router. (More coverage when compared with Bell's own wireless router) and less load on the DSL modem.

Canada Computers has TD-8616 for $23 (I am running it on Acanac) and I am using a Belkin as a Wireless G Router, used to have a Linksys WRT54G router as well.

polka

Nov 30th, 2009, 06:30 AM

Imelda

I bought a Bells Modem in a Yard sale. Would it work with Acanac ?

Hi there,

I am currently with Bell right now and currently thinking of switching to Acanac. BTW, I live in the Kingston area. Also, the modem/router that comes with Acanac, does it offer wireless? If I have to buy my own, does any modem/router work with Acanac?

Has anybody in this thread tried out there Home Phone? Is it any good?

I would recommend that you skip on the modem that Acanac sends. Grab a cheap TD-LINK DSL modem from Canada Computers and get yourself a dedicated Router. (More coverage when compared with Bell's own wireless router) and less load on the DSL modem.

Canada Computers has TD-8616 for $23 (I am running it on Acanac) and I am using a Belkin as a Wireless G Router, used to have a Linksys WRT54G router as well.

Imelda_Acanac

Nov 30th, 2009, 08:23 AM

Acanac has customers in Kingston with up to 5M speeds.
The modem we sell does not have wireless so you have
to get a wireless router to work with it.
We usually only provide technical support
for modems we sell but we do have a community forum for other
modems and common issues discussed with tech moderators advising
https://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0

Imelda O. Suzara
Acanac Rep

Hi there,

I am currently with Bell right now and currently thinking of switching to Acanac. BTW, I live in the Kingston area. Also, the modem/router that comes with Acanac, does it offer wireless? If I have to buy my own, does any modem/router work with Acanac?

Has anybody in this thread tried out there Home Phone? Is it any good?

Imelda_Acanac

Nov 30th, 2009, 08:34 AM

You probably will lose all connection to a previous isp.
You will get @acanac.net email addresses instead
http://www.acanac.com/Login-Section.html#a12 .

Imelda O. Suzara
Acanac Rep

Question: If I switch to Acanac will I lose my bell email addresses?
Thanks

k3v1n37

Nov 30th, 2009, 05:06 PM

You probably will lose all connection to a previous isp.
You will get @acanac.net email addresses instead
http://www.acanac.com/Login-Section.html#a12 .

Imelda O. Suzara
Acanac Rep

Or Vice versa

If I switch from Acanac to another ISP will I lose my Acanac email address?

Imelda_Acanac

Dec 1st, 2009, 11:18 AM

All isps probably provide emails to current customers
but terminate all services when customers cancel.
But get a free email from Yahoo or Hotmail which you
can access through any browser and these emails
remain active even if you switch internet service provider (isp).

Imelda O. Suzara
Acanac Rep

Or Vice versa

If I switch from Acanac to another ISP will I lose my Acanac email address?

Malta

Dec 2nd, 2009, 08:32 AM

I have a question. I've recently moved into a condo and it's all wired up with cat6 cable, which is great. Unfortunately, it seems as thought the previous owner ripped out any semblance of a phone line as I cant seem to find it coming into the condo anywhere. I'm currently with Rogers since there is coax running thought the condo, but I hate their 60 GB cap. If I were to sign up with Acanac, would they send over a tech to run the telephone wire? I was previously with Teksavvy and really liked them but they told me the phone line is my issue. I assume its the same with Acanac but there's no harm in asking.

Imelda_Acanac

Dec 2nd, 2009, 10:23 AM

Acanac internet is the same as Teksavvy since it needs
a phone line and phone jack. If your condo does not have
it, you will need an independent electrician to put it in as
Acanac and Bell do not do inside wiring work.

Imelda O. Suzara
Acanac Rep

I have a question. I've recently moved into a condo and it's all wired up with cat6 cable, which is great. Unfortunately, it seems as thought the previous owner ripped out any semblance of a phone line as I cant seem to find it coming into the condo anywhere. I'm currently with Rogers since there is coax running thought the condo, but I hate their 60 GB cap. If I were to sign up with Acanac, would they send over a tech to run the telephone wire? I was previously with Teksavvy and really liked them but they told me the phone line is my issue. I assume its the same with Acanac but there's no harm in asking.

zander

Dec 2nd, 2009, 04:47 PM

There's a new Promo running on the Acanac Community Forum for Acanac Customers.
https://community.acanac.com/acanac/viewtopic.php?f=13&t=11442

Tks

That's not a promo, Fergless, that's a (popularity) contest. ;) A bit of a difference between one person qualifying (by votes) and anyone who wants.

I'd like clarification on some further language, please...

1. The promotional deals do not state any more whether they do include taxes or not. Anywhere. Some new subscribers are reporting that taxes are now being charged on top of the 18.95, though. Since the thread title still has "taxes in", could someone from Acanac please clarify.

2. Cancelling recurring billing - what is the procedure at or prior to the end of the term? Is this self-serve, or does one have to email? Does Acanac provide any confirmation or reference (number) of the cancellation of recurring billing?

3. Cancelling service altogether - how long does the disconnect usually take? Does Acanac provide the precise date on which the physical disconnect will occur?

Thank you
~z

Imelda_Acanac

Dec 3rd, 2009, 01:10 PM

1. Acanac has included gst and pst for its services and
equipment since late November 2009. This RFD thread
is old and so it shows old info ("taxes in") no longer applicable.

2. For customers who do not like autobilling, please email
billing@acanac.com that you would like a 'No' put in under
'autorenew' so that your credit card will not be automatically
charged at renewal. Any email sent to an @acanac email
should get an automatic ticket number then that particular
department will respond to your request.

3. If a customer cancels service and does not wish to be
automatically charged, make sure to email billing@acanac.com
before your term end date which is usually the same day as the
sign up date a year after. Cancellation can happen within the
first 30 days and customer gets full refund, or if months later
due to technical problems, customer gets partial refund, or
if customer uses entire prepaid term the end date is the date
of sign up a year later. In late activations,
the end date is moved to the late activation date a year later.
Service is terminated soon after billing decision.

Imelda O. Suzara
Acanac Rep

That's not a promo, Fergless, that's a (popularity) contest. ;) A bit of a difference between one person qualifying (by votes) and anyone who wants.

I'd like clarification on some further language, please...

1. The promotional deals do not state any more whether they do include taxes or not. Anywhere. Some new subscribers are reporting that taxes are now being charged on top of the 18.95, though. Since the thread title still has "taxes in", could someone from Acanac please clarify.

2. Cancelling recurring billing - what is the procedure at or prior to the end of the term? Is this self-serve, or does one have to email? Does Acanac provide any confirmation or reference (number) of the cancellation of recurring billing?

3. Cancelling service altogether - how long does the disconnect usually take? Does Acanac provide the precise date on which the physical disconnect will occur?

Thank you
~z

Imelda_Acanac

Dec 7th, 2009, 08:45 AM

For isps offering unlimited downloading, this CRTC decision on usage based billing and
data caps is important. This week can change plans for dsl isps using Bell phone lines .
Families and businesses (heavy users) which get the best deal from unlimited plans are going to
be the most affected. Countdown is on http://www.consumersforinternetcompetition.com/
Acanac's Christmas party is coincidentally on the same day and hopefully there will
be cause for celebration if unlimited plans can continue.

Imelda O. Suzara
Acanac Rep

Slayguy

Dec 8th, 2009, 10:19 AM

I'm sorry if this question may have already been asked but I don't want to look through the whole thread. My condo is pre-wired for Bell phone, internet and cable so does this mean I won't have to pay the $8 dollars extra for Dry DSL?

Imelda_Acanac

Dec 8th, 2009, 12:32 PM

If you sign up with Acanac, you will need either a dry loop
or a wet loop (regular phone) line for the dsl internet, and
if choose dry loop dsl it has to be both with Acanac which
pays it to Bell.

Imelda O. Suzara
Acanac Rep

I'm sorry if this question may have already been asked but I don't want to look through the whole thread. My condo is pre-wired for Bell phone, internet and cable so does this mean I won't have to pay the $8 dollars extra for Dry DSL?

Imelda_Acanac

Dec 12th, 2009, 12:52 PM

Paul Louro, President of Acanac emailed this link
to the update on results the CRTC decision on internet.
There was 'recommendation... back to the Commission (CRTC)
for reconsideration' by September 1, 2010.
Please read his posting in community forum.

'The government has put the 117/111
decisions in limbo until the CRTC reconfirms them once again. This will
likely mean a few more months of delays.
For more information please visit the following link:
https://community.acanac.com/Acanac/viewtopic.php?f=22&t=11790'

At the Acanac company party last Thursday, he
said that appeals were sent so the legal battle continues...

Imelda O. Acanac
Acanac Rep

armadan

Dec 13th, 2009, 10:48 AM

Hi,

I'm currently living in a condo and getting my internet service through Bell VDSL dry loop connection.
If I cancel my service with Bell will I have any problems getting connected with acanac? Are there extra charges because I'm using dry loop?

Thanks,

Imelda_Acanac

Dec 13th, 2009, 12:20 PM

Hi,

Thank you for considering switching to Acanac.

Migrating from Bell to Acanac
We suggest you sign up with Acanac first and after
it is active and you compare speeds with Bell, then
decide which one to cancel. Acanac has a 30 day
money back guarantee if you do. It takes 5 to 7
business days for regular DSL to activate from order
and up to 9 business days for dry loop dsl which is
an extra $8 month or $96 year.
If you want to use the same modem, you can just
enter the Acanac username and password.

Please read User Agreement http://www.acanac.ca/User-Agreement.html.
Sign up online https://www.acanac.com/DSL.html
Use 'Redflag 3344' promo code in Comments box.

Imelda O. Suzara
Acanac Rep

Hi,

I'm currently living in a condo and getting my internet service through Bell VDSL dry loop connection.
If I cancel my service with Bell will I have any problems getting connected with acanac? Are there extra charges because I'm using dry loop?

Thanks,

carldufourm

Dec 14th, 2009, 06:18 PM

Hi Imelda,

I switched to Acanac about two months ago, and until now the service has been great. But in the last few weeks I noticed my speed have dropped. When I switched I made a speed test and was getting the following results:

Ping: 25ms
Download: 7.16mb/s
Upload: 0.67mb/s

Right now, you can see that the download speed has been reduced:

Ping: 25ms
Download: 2.67mb/s
Upload: 0.67mb/s

It seems I am only getting 3 MB, how can I make Acanac put back my profile to 5-7 MB?

Thanks for your help

Imelda_Acanac

Dec 15th, 2009, 09:38 AM

I need your name to check your profile in Portal
to see what changes have occurred since
activation.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I switched to Acanac about two months ago, and until now the service has been great. But in the last few weeks I noticed my speed have dropped. When I switched I made a speed test and was getting the following results:

Ping: 25ms
Download: 7.16mb/s
Upload: 0.67mb/s

Right now, you can see that the download speed has been reduced:

Ping: 25ms
Download: 2.67mb/s
Upload: 0.67mb/s

It seems I am only getting 3 MB, how can I make Acanac put back my profile to 5-7 MB?

Thanks for your help

mohin

Dec 15th, 2009, 12:08 PM

Hello RFDers,

Watch the fine print in their Agreement.

The first year Pre-paid promotion is at $ 227.40.

However, if you do not cancell for the second year in a timely fashion, they will charge your credit card for the second year at OVER $ 400. And then the arm-twisting starts.

So better set yourself a reminder to cancell if you don't want to pay WAY higher (for the 2nd yr) than what is available in the market.

I've been thru it :mad:

Regards.

Imelda_Acanac

Dec 15th, 2009, 01:03 PM

This is a common complaint about Acanac autobilling
if you forget to cancel before renewal.
I posted before http://www.redflagdeals.com/forums/9784262-post2360/ .
You can get a refund even if you are late in canceling,
minus one month of the active service while you switch isps.

Sorry for any misunderstanding.

Imelda O. Suzara
Acanac Rep

Hello RFDers,

Watch the fine print in their Agreement.

The first year Pre-paid promotion is at $ 227.40.

However, if you do not cancell for the second year in a timely fashion, they will charge your credit card for the second year at OVER $ 400. And then the arm-twisting starts.

So better set yourself a reminder to cancell if you don't want to pay WAY higher (for the 2nd yr) than what is available in the market.

I've been thru it :mad:

Regards.

mohin

Dec 15th, 2009, 09:15 PM

Well, I cancelled ON the day of renewal, as stated by their retention dept; however they are yet to decide if they can issue a full refund.

? ?

Cheers

taehoya

Dec 15th, 2009, 09:32 PM

when is the day of renewal for a 1 year prepaid service? 11 months into the service or 365-1 days later?

hazedragon45

Dec 15th, 2009, 10:00 PM

i used to get Telus high speed for $15 a month... now i'm paying $10 a month. couldnt be happier

Imelda_Acanac

Dec 16th, 2009, 11:53 AM

Renewals are autobilled if you paid by credit card on the
anniversary of the sign up date for those
on the yearly prepaid term. If it was a late activation
then it will be moved to the late activation date anniversary.
For cancellations, email on or before the term date because
it will be autobilled a year later the same term.

Imelda O. Suzara
Acanac Rep

when is the day of renewal for a 1 year prepaid service? 11 months into the service or 365-1 days later?

Imelda_Acanac

Dec 16th, 2009, 12:16 PM

Please read the private message I sent. Cancellation
a day after is too late because the system is set up
for autobilling on the day of the term date which is
the sign up date or late activation date. Maybe if you
can show proof that you already switched isps and are
not using Acanac, maybe billing will issue a full refund.

Note update: Customer received full refund 2009-12-18
since his profile was 'out of service' and he had switched isps.
Cx acknowleded refund Jan 1, 2010 in a pm.

Imelda O. Suzara
Acanac Rep

Well, I cancelled ON the day of renewal, as stated by their retention dept; however they are yet to decide if they can issue a full refund.

? ?

Cheers

zbynio

Dec 16th, 2009, 04:02 PM

Are there any deals for the people who had the 1yr special if they i.e. renew for another year?

Imelda_Acanac

Dec 17th, 2009, 08:13 AM

You can contact by email retention@acanac.com and
ask them what the deal is for renewals. There is a free 13th
month deal sometimes you can ask about on the yearly term.

Imelda O. Suzara
Acanac Rep

Are there any deals for the people who had the 1yr special if they i.e. renew for another year?

mindstorm

Dec 17th, 2009, 09:51 AM

My first year at $18/month is over with Acanac. Pretty happy with the service, I get the exact same speeds as I did with Bell but with unlimited bandwidth :D. What are other alternatives that are available in the market that are better than Acanac's $34/month plan? I live in Markham.

Thanks.

Hello RFDers,

Watch the fine print in their Agreement.

The first year Pre-paid promotion is at $ 227.40.

However, if you do not cancell for the second year in a timely fashion, they will charge your credit card for the second year at OVER $ 400. And then the arm-twisting starts.

So better set yourself a reminder to cancell if you don't want to pay WAY higher (for the 2nd yr) than what is available in the market.

I've been thru it :mad:

Regards.

Imelda_Acanac

Dec 17th, 2009, 01:02 PM

If you would like to know your profile statistics in Portal,
feel free to send me a pm with your name and number
so I can check it for you.

Online Speed Tests
You can also check on your own, try these:
1) go to http://192.168.1.1 (lynx or aztech)
or http://192.168.254.254 (speedstream)
use 'admin', 'admin',
click on Status, Modem Status, read your Up and Down speeds.
2) go to http://www.acanac.ca/speedtest
3) go to http://speedtest.net/

The first test is the modem test which
is the closest to what we see in Bell Portal and
the other two are browser speeds tests which
fluctuate depending on time of day taken and data
congestion (slower during heavy peak hours of
4pm to 2am) and distance of server city from your location.

Imelda O. Suzara
Acanac Rep

UberN00b

Dec 17th, 2009, 05:47 PM

Hey, i was interested in trying acanac for a month, the last time i had Bell was about 6 years ago and my speeds were very slow.. they told me I lived far from a CO ( The CO is actually less than a KM away from me i think ) My buddy tried bell about 4 years ago who lives across from me and he told me his speeds also sucked. (Warden and Steeles for those who are interested in knowing. ) I also require dry loop because im using rogers as my isp.

I noticed there's a 30 Day trial, and if im planning to pay a year in advanced, do i pay for that upfront? Also, aside from the reoccuring fee, are there any sunk costs? ($ i will not get back if i go with acanac and i need a refund?)

Thank You.

ajanthan2009

Dec 17th, 2009, 07:35 PM

Does Acanac monitor what you do online (for example what you download, the sites you browse, etc)?

Imelda_Acanac

Dec 19th, 2009, 08:21 AM

You can sign up for a month at regular price first to try it and see what
the speeds are and if you are satisfied, ask for an upgrade
to the year term which is a better discounted deal for the first year.
Acanac has a 30 day money back guarantee with a full refund if
you cancel within the first month. If you send me your full address
with postal code, I can check what possible speeds are for your home.

Thank you for considering Acanac as your isp.

Imelda O. Suzara
Acanac Rep

Hey, i was interested in trying acanac for a month, the last time i had Bell was about 6 years ago and my speeds were very slow.. they told me I lived far from a CO ( The CO is actually less than a KM away from me i think ) My buddy tried bell about 4 years ago who lives across from me and he told me his speeds also sucked. (Warden and Steeles for those who are interested in knowing. ) I also require dry loop because im using rogers as my isp.

I noticed there's a 30 Day trial, and if im planning to pay a year in advanced, do i pay for that upfront? Also, aside from the reoccuring fee, are there any sunk costs? ($ i will not get back if i go with acanac and i need a refund?)

Thank You.

Imelda_Acanac

Dec 19th, 2009, 08:28 AM

I forwarded your question to Trevor, our technical manager
for a specific reply. Please read Acanac's Privacy Policy
http://acanac.ca/PRIVACY-POLICY.html to know how
some information is tracked.
His reply 'Not that I know of,
first time anyone has asked that.'

Imelda O. Suzara
Acanac Rep

Does Acanac monitor what you do online (for example what you download, the sites you browse, etc)?

Imelda_Acanac

Dec 21st, 2009, 01:40 PM

I sent you a pm that it was approved
a full refund. You are not using Acanac
internet and switched isps so your profile
was deactivated too.

Sorry for the inconvenience.

Imelda O. Suzara
Acanac Rep

Hello RFDers,

Watch the fine print in their Agreement.

The first year Pre-paid promotion is at $ 227.40.

However, if you do not cancell for the second year in a timely fashion, they will charge your credit card for the second year at OVER $ 400. And then the arm-twisting starts.

So better set yourself a reminder to cancell if you don't want to pay WAY higher (for the 2nd yr) than what is available in the market.

I've been thru it :mad:

Regards.

This is a common complaint about Acanac autobilling
if you forget to cancel before renewal.
I posted before http://www.redflagdeals.com/forums/9784262-post2360/ .
You can get a refund even if you are late in canceling,
minus one month of the active service while you switch isps.

Sorry for any misunderstanding.

Imelda O. Suzara
Acanac Rep

Well, I cancelled ON the day of renewal, as stated by their retention dept; however they are yet to decide if they can issue a full refund.

? ?

Cheers

Please read the private message I sent. Cancellation
a day after is too late because the system is set up
for autobilling on the day of the term date which is
the sign up date or late activation date. Maybe if you
can show proof that you already switched isps and are
not using Acanac, maybe billing will issue a full refund.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Dec 24th, 2009, 02:44 PM

I saw this recent RFD posting
http://www.redflagdeals.com/forums/comcast-settles-throttling-lawsuit-go-get-your-money-831582/
about Comcast agreeing to pay its customers up to $16 each who experienced
throttling in p2p file sharing http://www.p2pcongestionsettlement.com/
Maybe this will influence the CRTC decisions on internet in Canada.

Imelda O. Suzara
Acanac Rep

tchai

Dec 24th, 2009, 03:50 PM

I need your name to check your profile in Portal
to see what changes have occurred since
activation.

Imelda O. Suzara
Acanac Rep

Hi,
I have the same problem. I am getting about 2.67mbps download and 0.61mbps upload. I just joined Acanac about 3 months ago. I had better speeds before at about 5mbps download
I have PMed you my info.
Thank you.

Imelda_Acanac

Dec 26th, 2009, 08:39 AM

I sent you a pm and ticket number to raise profile
to improve the speeds for your home location.
Thank you for submitting your speed tests.

Imelda O. Suzara
Acanac Rep

Hi,
I have the same problem. I am getting about 2.67mbps download and 0.61mbps upload. I just joined Acanac about 3 months ago. I had better speeds before at about 5mbps download
I have PMed you my info.
Thank you.

iEye

Dec 28th, 2009, 07:43 AM

I have to give Bell a 30 day notice, when does this 12 month promotion end?

Also, does this include the modem rental?

Imelda_Acanac

Dec 28th, 2009, 08:20 AM

This promo deal is ongoing and has been for a few years
since Acanac started in 2005. It is published in the NOW
and Eye Weekly newspapers, online text ad links and officially
on the Acanac website http://acanac.ca/ . If you plan to try
it, you can sign up online and we will migrate your internet
from Bell to Acanac near the end date of your term with Bell.
It is advised that you cancel with Bell after you are satisfied
with the Acanac service, so some customers keep both active
through the transition month, but you can also approximate
the end date of the 30 day notice with Bell as the activation date
for Acanac. It can take up to 5 to 7 business days for regular dsl
and up to 9 for dry loop dsl activation from order date.

Promo deal is $18.95 month dsl prepaid $227.40 year plus taxes
and modem is $49.95 plus taxes refundable on cancellation.

Imelda O. Suzara
Acanac Rep

I have to give Bell a 30 day notice, when does this 12 month promotion end?

Also, does this include the modem rental?

infernalaffairs

Dec 31st, 2009, 01:59 AM

Promo deal is $18.95 month dsl prepaid $227.40 year plus taxes
and modem is $49.95 plus taxes refundable on cancellation.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I'm moving to a condos and I currently don't have a active phone line, I would like to get the Promo deal @ $18.95 but would like to try for a month before I commit. Please let me know the best way to go with this.

I used cable before so I'm not too familiar with ADSL, with cable I have a wireless router setup and I can connect to the internet on my iPhone and laptop even when my PC is off, can I do the same with ADSL as you need to sign-on with username and password?

Also, you mention the modem is $49.95 plus taxes refundable on cancellation. But on the website is said Acanac "may" choose to buy back the modem at the same price and there is no obligation to purchase the hardware from our customers. Please confirm which is correct.

Imelda_Acanac

Dec 31st, 2009, 08:50 AM

Thank you for considering Acanac as your isp!
You can first try it for a month by paying $39.95 and
if it works out, upgrade to the promotional discounted
first year deal. You can choose dry loop dsl if you do
not need a regular phone. It costs extra $8 month or
$96 year prepaid. Acanac modems are $49.95 and when
customers cancel, most return them and get refunded
when its condition is accepted as working but sometimes
during the term, a modem is exchanged as defective
for another one that works with your home setup,
but you only get a refund when you cancel and return it.
It is preconfigured with username/password to simply plug in.
If your wireless router can work with the dsl modem,
then it should be okay to set it up the same way
as you did with cable so that you have a wireless hotspot
at home that other wireless devices can connect to.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I'm moving to a condos and I currently don't have a active phone line, I would like to get the Promo deal @ $18.95 but would like to try for a month before I commit. Please let me know the best way to go with this.

I used cable before so I'm not too familiar with ADSL, with cable I have a wireless router setup and I can connect to the internet on my iPhone and laptop even when my PC is off, can I do the same with ADSL as you need to sign-on with username and password?

Also, you mention the modem is $49.95 plus taxes refundable on cancellation. But on the website is said Acanac "may" choose to buy back the modem at the same price and there is no obligation to purchase the hardware from our customers. Please confirm which is correct.

Imelda_Acanac

Dec 31st, 2009, 02:32 PM

Here is a link to the new commercial

http://www.youtube.com/watch?v=donlFeMso78

Imelda O. Suzara
Acanac Rep

stevelam

Dec 31st, 2009, 03:06 PM

Hi Imelda,

I'm moving to a condos and I currently don't have a active phone line, I would like to get the Promo deal @ $18.95 but would like to try for a month before I commit. Please let me know the best way to go with this.

I used cable before so I'm not too familiar with ADSL, with cable I have a wireless router setup and I can connect to the internet on my iPhone and laptop even when my PC is off, can I do the same with ADSL as you need to sign-on with username and password?

Also, you mention the modem is $49.95 plus taxes refundable on cancellation. But on the website is said Acanac "may" choose to buy back the modem at the same price and there is no obligation to purchase the hardware from our customers. Please confirm which is correct.

honestly you should just buy your own modem for like $20. tp-link 8816 is fine (i have acanac and use tp-link 8616 model just fine but it has less stats display in case you have problems you need to troubleshoot).

secondly i would first check with imelda and pm your current address to see how close you are to a bell CO and find out what kind of speeds you would theoretically be able to get. i am currently at max profile speed 5056/800 and its been going great thus far. just keep in mind that dsl is generally slower then cable so you are not going to get 7-10mbps or higher.

as for trying acanac out, i'd give an extra 1-2 weeks at the beginning because it could take a while to actually get your line activated (sometimes have to wait for bell technicians to show up install dry loop, etc etc). my initial activation took 10 days. a friend of mine cancelled their acanac trial because by the time the 1 month trial period ended, for whatever reasons they *still* didn't even have acanac service activated.

so if you want to test acanac out, make sure you give yourself enough time in the beginning due to unforeseen setup issues.

Imelda_Acanac

Dec 31st, 2009, 03:46 PM

These are snapshots.
Profile in Portal line/modem stats
http://i749.photobucket.com/albums/xx132/ImeldaOrtegaSuzara/isprofile.jpg
and
Modem speed test (ex.from home http://192.168.1.1)
http://i749.photobucket.com/albums/xx132/ImeldaOrtegaSuzara/ismodem.jpg

The speeds here usually remain the same and match
regardless of time/day/data traffic because this shows
your line and modem connection. The profile is what
we see when checking customers speeds online
and the modem test is what customers can see
from their own home logging in to their modems.

Imelda O. Suzara
Acanac Rep

radeonboy

Jan 3rd, 2010, 04:05 PM

Hi again Imelda,

I emailed you a PM in your inbox regarding upgrading my profile to 5MBPS because it is stuck at 3MBPS at this moment. I live 5 minutes from my lines Central Office from the website you gave me a while back so I know 5MBPS is possible, I had it before.

Acanac is fast! I purchased on Jan 1, 2010 and got my username/password on Jan 2, 2010 and got my invoice on Jan, 3, 2010. WOW! Fast transaction and no hassle. Got up and running right away (after I fiddled with Bridge mode).

Let me know if you need my information again Imelda, everything should be in the PM already except my phone number if you need it.

Thanks!

Aznsilvrboy

Jan 4th, 2010, 01:27 AM

Here is a link to the new commercial

http://www.youtube.com/watch?v=donlFeMso78

Imelda O. Suzara
Acanac Rep

I just noticed the narrator in the commercial said up to 5 megaBYTES per second, which is clearly a mistake. Maybe you should let someone know so this can be rectified.

Imelda_Acanac

Jan 4th, 2010, 10:40 AM

I sent you a pm of your activation date and profile
mapping. Sometimes customers do get connection
even before their profiles are mapped in Portal. To
open a 'raise profile' ticket however, your profile has
to be activated and mapped to show statistics of
your line/modem connection. I am glad that you
home already has internet.

Imelda O. Suzara
Acanac Rep

Hi again Imelda,

I emailed you a PM in your inbox regarding upgrading my profile to 5MBPS because it is stuck at 3MBPS at this moment. I live 5 minutes from my lines Central Office from the website you gave me a while back so I know 5MBPS is possible, I had it before.

Acanac is fast! I purchased on Jan 1, 2010 and got my username/password on Jan 2, 2010 and got my invoice on Jan, 3, 2010. WOW! Fast transaction and no hassle. Got up and running right away (after I fiddled with Bridge mode).

Let me know if you need my information again Imelda, everything should be in the PM already except my phone number if you need it.

Thanks!

Imelda_Acanac

Jan 4th, 2010, 10:43 AM

I played it again and listened and forwarded your posting
to Paul Louro, President of Acanac that 5MegaBytes
should say 5Megabits of speed instead.

Note update: Acanac management knows about this error
and it was discussed on the community forum but the Youtube
link remains the same. Below is the corrected version with 5Mbits.

http://i749.photobucket.com/albums/xx132/ImeldaOrtegaSuzara/th_Acanac_REV3.jpg (http://s749.photobucket.com/albums/xx132/ImeldaOrtegaSuzara/?action=view&current=Acanac_REV3.flv)

Imelda O. Suzara
Acanac Rep

I just noticed the narrator in the commercial said up to 5 megaBYTES per second, which is clearly a mistake. Maybe you should let someone know so this can be rectified.

Imelda_Acanac

Jan 4th, 2010, 10:55 AM

If any Acanac customer who asks for a raise profile
or speed increase requests a snapshot of their profile
stats in Portal, please email me imeldas@acanac.com
so I can email you a snapshot of your line/modem profile after
the speed ticket is done so you can keep it for your
records and to compare/contrast with your own modem
speed tests at home.
See sample I posted on #2429
http://www.redflagdeals.com/forums/10052068-post2429/

Imelda O. Suzara
Acanac Rep

GateGuardian

Jan 4th, 2010, 11:58 AM

Does Acanac offer anything faster than 5MBPS?

mushroom

Jan 4th, 2010, 01:34 PM

anybody using the home phone service with Acanac? How's the quality?

fredsmith

Jan 4th, 2010, 02:50 PM

anybody using the home phone service with Acanac? How's the quality?

If you have a burglar alarm or need to send faxes then stick to copper.

It is VOIP - when it works well it is indistiguishable from a wired phone line.

However it is subject to the vagaries of the Internet and also does not work when there is a power outage. It also suffers from dropped calls from time to time.

I use mine as a second line that just happens to have unlimited North American calling. I do not use a soft phone, but have purchased and use a hardware ATA and have my analog home phone system (Norstar) connected to it - it works and feels just like my Bell supplied line except when there is Internet network congestion.

I doesn't hurt that Acanac's referral policy applies. So far I have 4 referrals on my VOIP service and, if and when I get to 10 my service will be free . . .

If you'd like to call my VOIP line and hear what it works like, then PM me and we can organise a call.

mushroom

Jan 4th, 2010, 05:04 PM

fredsmith

Jan 4th, 2010, 09:19 PM

Thanks for the info, I'm currently using internet phone with Cogeco, and I have no problems with them. $9.99 a month is very attractive.
Imelda informed me that I can only get up to 2mb with Acanac.. would that be enough for both phone and internet if they are used at the same time?!

VOIP by default needs 64 kb - if you use QOS and ensure that you limit your torrent bandwidth so you have the capacity, it should be fine.

cwalk

Jan 4th, 2010, 10:47 PM

fredsmith

Jan 5th, 2010, 04:12 AM

I just wanted to write a quick note for anybody considering voip with Acanac. Don't do it. I've been with them for a year and a half, and service was great up until 4 months ago when inbound calling to my voip number stopped working completely. I have emailed tech support several times (resulted in changing numbers, etc), but my issue was never resolved. I've basically given up on trying to contact tech support as they aren't replying to my emails any longer. The most frustrating part is that they don't provide a tech support number to call, which seems strangely ironic for a telephone service provider.

Botttom line: if you want to only make outbound calls go with Acanac, otherwise I cannot recommend their service and will be switching voip providers as soon as my 12 months are up (and will not be looking back).

Acanac reps: help?

What's your IP connection like?

If you are seeing drops and reregistrations, it could be as simple as the fact that the ATA needs to reregister because your IP address has changed.

The SIP port may have to be manually mapped (forwarded) to your ATA or your reregistration delay shortened in order to get the switch to recognise your new IP address sooner.

Alternatively, if you have connection issues that cannot be otherwise resolved you can always ask for a static IP.

Imelda_Acanac

Jan 5th, 2010, 12:00 PM

For business, you can get up to 6Mb speeds.
Also, a few customers do get even more because
of other quality factors with close proximity
to the CO and remote. But it is usually Bell who
determines estimated line speeds and upon
activation, the other factors all determine actual
speeds in your home.

Imelda O. Suzara
Acanac Rep

Does Acanac offer anything faster than 5MBPS?

Imelda_Acanac

Jan 5th, 2010, 12:43 PM

Acanac's community forum and faq links have a lot of
troubleshooting solutions for voip.
FAQ http://faq.acanac.com/index.php?action=show
Community https://community.acanac.com/acanac/viewforum.php?f=40
Email support@acanac.com
Configuration of the voip ata with other equipment
is important and can resolve most problems.

Imelda O. Suzara
Acanac Rep

I just wanted to write a quick note for anybody considering voip with Acanac. Don't do it. I've been with them for a year and a half, and service was great up until 4 months ago when inbound calling to my voip number stopped working completely. I have emailed tech support several times (resulted in changing numbers, etc), but my issue was never resolved. I've basically given up on trying to contact tech support as they aren't replying to my emails any longer. The most frustrating part is that they don't provide a tech support number to call, which seems strangely ironic for a telephone service provider.

Botttom line: if you want to only make outbound calls go with Acanac, otherwise I cannot recommend their service and will be switching voip providers as soon as my 12 months are up (and will not be looking back).

Acanac reps: help?

mushroom

Jan 5th, 2010, 09:12 PM

Do I need to sign up with Acanac before I cancel with cogeco for internet and phone then? Also, can I change the name attached to our phone number when we port it over with Acanac?

fredsmith

Jan 5th, 2010, 09:46 PM

Do I need to sign up with Acanac before I cancel with cogeco for internet and phone then? Also, can I change the name attached to our phone number when we port it over with Acanac?

If your Cogeco circuit is cable, then you order Acanac at any time in advance. But keep in mind that Cogeco probably will want some advance notice of cancellation.

You want your internet access arranged ahead of the cancellation. Obviously, the overlap period should be as small as possible, but you do want to have some, to give you time to resolve any teething issues you may come across.

The phone number is another story; As long as you have Internet access, you can switch at any time.

But . . . . . I'm not sure that Acanac ports numbers.

Imelda?

Imelda_Acanac

Jan 6th, 2010, 09:31 AM

It is advised that you sign up and activate with Acanac
first so you can decide if the speeds and connection
satisfy you before you cancel with other isp. Acanac
uses phone dsl internet thru phone lines not by cable.
From your pm, you are inquiring about dry loop dsl with voip.
Acanac has voip phone but does not port phone numbers.
If you sign up for voip too, you will be assigned a new number.
But if you get regular dsl internet, you can use the same
phone number for internet as long as the phone provider is
compatible for dsl internet and remain with them. To change
names on a phone number, ask your phone provider to do it.

Imelda O. Suzara
Acanac Rep

Do I need to sign up with Acanac before I cancel with cogeco for internet and phone then? Also, can I change the name attached to our phone number when we port it over with Acanac?

If your Cogeco circuit is cable, then you order Acanac at any time in advance. But keep in mind that Cogeco probably will want some advance notice of cancellation.

You want your internet access arranged ahead of the cancellation. Obviously, the overlap period should be as small as possible, but you do want to have some, to give you time to resolve any teething issues you may come across.

The phone number is another story; As long as you have Internet access, you can switch at any time.

But . . . . . I'm not sure that Acanac ports numbers.

Imelda?

fredsmith

Jan 6th, 2010, 09:51 AM

Imelda_Acanac

Jan 6th, 2010, 11:39 AM

Acanac cannot port phone numbers from another provider,
switching from analog to voip for voice calls. But Acanac can use
the same phone number to have dsl internet on it with regular dsl
account.

Imelda O. Suzara
Acanac Rep

Imelda, I'm not quite sure what it was you are were trying to say, but the question was whether Acanac will port phone numbers from other providers?

A simple 'yes' or 'no' will suffice, along with the details of the timing for a transfer if the answer is positive.

fredsmith

Jan 6th, 2010, 02:31 PM

Acanac cannot port phone numbers from another provider,
switching from analog to voip for voice calls. But Acanac can use
the same phone number to have dsl internet on it with regular dsl
account.

Imelda O. Suzara
Acanac Rep

So, the answer is 'no'.

Thank you.

Mushroom;

You have your answer;

You order from Acanac for your internet service, but if you decide to use Acanac's VOIP, you will need to get a new number.

By the way, as to CLI (Call Display Information); depending on what you use for a client, the information displayed will either be your number only or you can have full control over the name field. My ATA does not deliver my name - my friend's does - he uses a different model than I do.

mushroom

Jan 6th, 2010, 05:31 PM

I've just signed up for phone and internet. Thanks for all the help! Hope it goes through smoothly.

firechkn

Jan 6th, 2010, 05:43 PM

I know this musta been answered before but how long must one wait before signing up with Acanac again to get the promo price?

Thanks

Imelda_Acanac

Jan 7th, 2010, 09:38 AM

This question has been answered before in posting #264
http://www.redflagdeals.com/forums/9864520-post264/
If you used the entire year with the promo discounted deal
then closed it, when you renew, you have to pay the regular
term price since the promo deal is only once per customer
per household. Previous customers accounts are kept on
computer file to determine if a customer has already used it.
But there are accounts where a customer pays internet for
multiple properties simultaneously on the same year, such
as for tenants and this is allowed but only once per location.

Imelda O. Suzara
Acanac Rep

I know this musta been answered before but how long must one wait before signing up with Acanac again to get the promo price?

Thanks

nfuz

Jan 10th, 2010, 11:52 AM

How long is this promotion going to be active?
First post mentioned January 31....... but the first post was made LAST YEAR..... So this $20 promo has been going on for the last year?

nfuz

Jan 10th, 2010, 12:14 PM

I was reading dslreports, and I saw some posts that indicated: "I got put on a 3mb profile even though Im paying for 5mb" type comments, what "profile" is this referring to, why would this happen?

stevelam

Jan 10th, 2010, 12:20 PM

I was reading dslreports, and I saw some posts that indicated: "I got put on a 3mb profile even though Im paying for 5mb" type comments, what "profile" is this referring to, why would this happen?

like any other dsl connection, it depends on your location and how close you are to a bell CO. i get full 5mbps profile and am loving the unlimited bandwidth thus far!

Imelda_Acanac

Jan 11th, 2010, 09:24 AM

This first year one time only promotional deal offered
by Acanac is ongoing since a few years ago. It is
posted in text ad links online and the NOW and Eye Weekly
entertainment newspapers, plus on a tv commercial.
Regular monthly price is $39.95 but this promo price
is discounted at $18.95 month prepaid $227.40 year plus taxes.

Acanac offers speeds up to 5Mb unlimited bandwidth
but it does depend on the customer's distance from the
closest Central Office of Bell in your area; the closer
the faster speeds, the farther away the slower. If you
pm your full address with postal code I can check if Acanac
can serve your home and estimated speeds possible.

Imelda O. Suzara
Acanac Rep

How long is this promotion going to be active?
First post mentioned January 31....... but the first post was made LAST YEAR..... So this $20 promo has been going on for the last year?

radeonboy

Jan 12th, 2010, 03:14 PM

Just wondering from other peoples experience, how long does it take to upgrade profiles?

Imelda_Acanac

Jan 13th, 2010, 02:43 PM

Please check your email for the profile snapshot
of 5056Mb down and 800Kb up.
Thanks for your patience and cooperation in
submitting speed tests from home and the pm.

Imelda O. Suzara
Acanac Rep

Just wondering from other peoples experience, how long does it take to upgrade profiles?

Imelda_Acanac

Jan 14th, 2010, 02:54 PM

I am starting to enjoy television shows from the USA
and international countries on my Macbook. I paid
$39.95 USD to get a username/password to access
websites with the tv shows via satellite on dsl internet
with Acanac. It is the cheapest way to go for tv
and even some movies. I am not sure about how they
got permission if any to broadcast from the stations
and channels and I hope it is legal. The internet has more
possibilities than other media since it can access:
tv, movie, radio, home video, phone, webcam, applications,
websites, games, security, business, shopping, etc.
and it will probably be a necessity in the future modern home
not only a luxury.

Refer to http://www.direct-pctv.com/ .

Imelda O. Suzara
Acanac Rep

tomjose

Jan 14th, 2010, 11:20 PM

Hmm, Dont know if its been mentioned before on this thread but...
I just got my last VISA bill and my ACANAC dry loop charge is present on this bill.
It seems that the price for dry loop has gone up from 8$/month to $8.40 per month.
Any one got any notice of anykind? Imelda, care to explain the increase....
Thanks

rdx

Jan 15th, 2010, 08:08 AM

tsatsa

Jan 15th, 2010, 09:15 AM

The $0.40 is the GST, they didn't charge taxes in the past.

It will be up to $9.04 in less than 6 months time.:lol:

tomjose

Jan 15th, 2010, 09:50 AM

The $0.40 is the GST, they didn't charge taxes in the past.

thats weird,
Having had acanac for teh past 10 months and this is the first time they have charged tax.
Is there a new by-law or smthing>?

lil_azn

Jan 15th, 2010, 10:12 AM

thats weird,
Having had acanac for teh past 10 months and this is the first time they have charged tax.
Is there a new by-law or smthing>?

They decided to charge taxes lately...

fredsmith

Jan 15th, 2010, 10:14 AM

thats weird,
Having had acanac for teh past 10 months and this is the first time they have charged tax.
Is there a new by-law or smthing>?

No - but they announced the price increase here, and on their web site, plus it should be indicated on the invoice you received by e-mail - essentially tax was included and now it is not. It used to be tax included, they announced that their services are now 'plus tax'.

If you live in Ontario, you will soon have the priviledge of paying the new HST rate on anything and everything you buy (even stuff you buy from NCIX) because there will no longer be a separate GST, so the rate will climb from 5% to ~13%.

Maritimers have had to deal with this for years and BC residents will also get to experience it - can Quebec be far behind?

To express your disatisfaction contact your local MPP, because you'll also have to pay the higher rate for everything taxable you buy out of province.

Imelda_Acanac

Jan 16th, 2010, 11:35 AM

Since end of November 2009, Acanac is now charging
tax instead of including them in the costs. This is probably
due to the government's changes in combining the gst and pst
as the hst Harmonized Sales Tax and if you go to the website
of Ministry of Revenue, it explains how this will benefit the
economy. Note that Internet Access Fees is on the list of changes
http://www.rev.gov.on.ca/en/taxchange/changetaxstatus.html

However, remember that at tax time, the government pays
transition payments back to those who file:
$300 for income $80,000 under and
$1000 for income $160,00 under.
Refer to http://www.rev.gov.on.ca/en/taxchange/families.html

All those taxes add up and are paid back in the transition payments
even to those who did not even shop and pay that amount in sales taxes.
Most basic items are not charged sales taxes
http://www.rev.gov.on.ca/en/taxchange/consumers.html.

Imelda O. Suzara
Acanac Rep

Hmm, Dont know if its been mentioned before on this thread but...
I just got my last VISA bill and my ACANAC dry loop charge is present on this bill.
It seems that the price for dry loop has gone up from 8$/month to $8.40 per month.
Any one got any notice of anykind? Imelda, care to explain the increase....
Thanks

mushroom

Jan 16th, 2010, 01:14 PM

Imelda, I've just had the Bell technician over to hook up the dry loop. There's a dial tone in the line now. I've hooked up the DSL modem (TPLink 8616), the DSL light was not on. I've hooked it up to my computer to connect to the internet anyway with the login information, still no connection. I didn't change any of the default settings in the modem, and I've triple checked that I've entered my login information correctly on my computer.

I've sent an email to acanac and here's the reply:
As per Bell's rep your dry DSL installed on the Demark but there is no wiring from the Demark location into the house. You need to have an electrician to do the needful in regards to this matter.

I don't really understand what he was saying, but when the Bell person came he plugged his modem thing into the Jack and he got a signal. There's also a dial tone on the line. Any suggestions?

jackwest

Jan 16th, 2010, 01:24 PM

If you live in Ontario, you will soon have the priviledge of paying the new HST rate on anything and everything you buy (even stuff you buy from NCIX) because there will no longer be a separate GST, so the rate will climb from 5% to ~13%.

Maritimers have had to deal with this for years and BC residents will also get to experience it - can Quebec be far behind?

To express your disatisfaction contact your local MPP, because you'll also have to pay the higher rate for everything taxable you buy out of province.

you were supposed to pay this in the first place

from a myopic point of view, yes you are paying more...but now we wont have the ridiculous situation of people shipping stuff across the country to dodge taxes and local computer stores can benefit and offer more stuff

mushroom

Jan 16th, 2010, 04:51 PM

okay now my modem is working and I am logged on but it's extremely slow. http://www.speedtest.net/result/684891717.png (http://www.speedtest.net)

Imelda, I've just had the Bell technician over to hook up the dry loop. There's a dial tone in the line now. I've hooked up the DSL modem (TPLink 8616), the DSL light was not on. I've hooked it up to my computer to connect to the internet anyway with the login information, still no connection. I didn't change any of the default settings in the modem, and I've triple checked that I've entered my login information correctly on my computer.

I've sent an email to acanac and here's the reply:
As per Bell's rep your dry DSL installed on the Demark but there is no wiring from the Demark location into the house. You need to have an electrician to do the needful in regards to this matter.

I don't really understand what he was saying, but when the Bell person came he plugged his modem thing into the Jack and he got a signal. There's also a dial tone on the line. Any suggestions?

fredsmith

Jan 16th, 2010, 05:32 PM

you were supposed to pay this in the first place

from a myopic point of view, yes you are paying more...but now we wont have the ridiculous situation of people shipping stuff across the country to dodge taxes and local computer stores can benefit and offer more stuff

Actually, you were not 'supposed to be paying this in the first place', but rather it was 'included in the price'. It is a price increase and the vendor acknowledges this as being the case.

And, while the provincial sales taxes may not have been charged by the likes of NCIX, this was at least partially offset by the cost of freight.

As long as BC vendors sell equipment for less than what Ontario ones do people will continue to purchase from 'across the country' - especially here. People will do almost anything to save a buck - so the Ontario vendors, who have to pay the higher shipping prices on their purchases than west coast dealers do will still need to sharpen their pens if they want to benefit.

Did Ontario charge sales tax on books? I believe not. They will now.

I wonder how long it will be before Quebec decides to go the route?

fredsmith

Jan 16th, 2010, 05:37 PM

okay now my modem is working and I am logged on but it's extremely slow. http://www.speedtest.net/result/684891717.png (http://www.speedtest.net)

Bell is obviously full of sh*t when they say you need an electrician.

However you should start by disconnecting anything that might be on the line except the modem - it is possible that there is an old phone that is impacting on the DSL signal.

Note that it can take a couple of days (for some reason) for your speed to come up.

mushroom

Jan 16th, 2010, 09:58 PM

everything up and running. I've set up the internet, router, and the voip phone! Yay! However, speed is very slow at this time, but definitely increased since this afternoon (just by a bit)... http://www.speedtest.net/result/685057668.png (http://www.speedtest.net)
Obviously it has nothing to do with electricity... no idea what the rep was talking about getting an electrician....

Imelda_Acanac

Jan 17th, 2010, 09:54 AM

I sent you a pm about the last tech notes and your current
profile showing slightly higher than the speeds. It takes
a few days to reach maximum but if not, it may need another
repair ticket. Also, if you are using other equipment with
the modem and pc, please pm me so that I can look up
the best way to position and configure them together.
If you already have a working phone jack for the dsl internet,
that is what is needed inside since dry loop only 1 jack will
be activated for the dsl internet.

Imelda O. Suzara
Acanac Rep

Imelda, I've just had the Bell technician over to hook up the dry loop. There's a dial tone in the line now. I've hooked up the DSL modem (TPLink 8616), the DSL light was not on. I've hooked it up to my computer to connect to the internet anyway with the login information, still no connection. I didn't change any of the default settings in the modem, and I've triple checked that I've entered my login information correctly on my computer.

I've sent an email to acanac and here's the reply:
As per Bell's rep your dry DSL installed on the Demark but there is no wiring from the Demark location into the house. You need to have an electrician to do the needful in regards to this matter.

I don't really understand what he was saying, but when the Bell person came he plugged his modem thing into the Jack and he got a signal. There's also a dial tone on the line. Any suggestions?

money1

Jan 17th, 2010, 10:32 AM

just signed up for acanac recently...def give them a positive review. im getting 6 down rather then the 5 advertised

Imelda_Acanac

Jan 17th, 2010, 11:28 AM

Some customers do get activated and get more
than the advertised 5Mb but Bell or the system
will do audits and reset lines down to the 5Mb.
Acanac does not set the line speeds.

If any Acanac customer would like a profile snapshot
of your connection from Portal, feel free to contact me
with your name and I will email it.

Imelda O. Suzara
Acanac Rep

just signed up for acanac recently...def give them a positive review. im getting 6 down rather then the 5 advertised

mushroom

Jan 17th, 2010, 11:11 PM

Thanks Imelda, we've decided to go back to Cogeco because bf is not happy with the phone line. The DSL was too slow to have a good quality phone line. However, I have to say you have been very helpful and courteous, and was much more helpful than the Acanac reps who reply the emails. We are thinking of moving to the West later this year and perhaps we will try Acanac again at that time.

I sent you a pm about the last tech notes and your current
profile showing slightly higher than the speeds. It takes
a few days to reach maximum but if not, it may need another
repair ticket. Also, if you are using other equipment with
the modem and pc, please pm me so that I can look up
the best way to position and configure them together.
If you already have a working phone jack for the dsl internet,
that is what is needed inside since dry loop only 1 jack will
be activated for the dsl internet.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Jan 18th, 2010, 08:55 AM

Acanac only serves Ontario and Quebec provinces for dsl.
If you move closer to a Central Office of Bell, the faster
your speeds at home will be. Please make sure to email
billing@acanac.com about cancellation and full refund.

Imelda O. Suzara
Acanac Rep

Thanks Imelda, we've decided to go back to Cogeco because bf is not happy with the phone line. The DSL was too slow to have a good quality phone line. However, I have to say you have been very helpful and courteous, and was much more helpful than the Acanac reps who reply the emails. We are thinking of moving to the West later this year and perhaps we will try Acanac again at that time.

marcopolo85

Jan 18th, 2010, 10:43 AM

Acanac only serves Ontario and Quebec provinces for dsl.
If you move closer to a Central Office of Bell, the faster
your speeds at home will be.

Im currently searching for a new ISP. Are there any bell central offices located near brampton?

Imelda_Acanac

Jan 18th, 2010, 12:51 PM

I did a quick search by phone area code 905 for Brampton
in the Telco website and several of them exist
http://www.telcodata.us/telcodata/ratecenter?ratecenter=Brampton&state=ON .
You can click on the right links Detailed Switch Info and see a
Google map of the addresses and find the one closest to your home.
Usually Bell will assign to customers the closest one to their homes
when you sign up for dry loop dsl with Acanac or any dsl isp.
You can also pm your full address with postal code and I can
check service and estimated speeds for your home.

Imelda O. Suzara
Acanac Rep

Im currently searching for a new ISP. Are there any bell central offices located near brampton?

Imelda_Acanac

Jan 19th, 2010, 04:01 PM

Since being assigned last December 2009 to handle complaints filed by
Acanac customers to the Better Business Bureau, the ticket histories
of complaints and repairs are useful, along with notes in Billing and
Portal, to figure out recurring problems common in dsl technology
and experienced by Acanac customers. Often technical problems
from distance such as slow speeds and low profiles lead to customer
complaints about false advertising ie. Acanac advertised 5Mb but
only provides 3Mb or less etc. which then becomes a billing issue
after cancellation for refund within the 30 day money back guarantee.
'Precisely how much benefit you see from ADSL will greatly depend on how
far you are from the central office of the company providing the ADSL service.
ADSL is a distance-sensitive technology: As the connection's length increases,
the signal quality decreases and the connection speed goes down.'

Some customers have ticket histories with 10 or more repairs and complaints
because Acanac staff keep trying to get the best possible connection
for customers. However, the 30 day money back guarantee or the
technical cancellation and refund is there when it is impossible to provide
5Mb connection and satisfaction to the customers.

It would be useful for potential customers to first ask Sales or
Customer Service estimated speeds for their home location by giving
their address, then before they even sign up with Acanac, they will
know possible speeds based on how far or near they are to the Bell
Central Office in their neighbourhoods. This cuts down on unrealistic
expectations of far away customers for 5Mb speeds. Sometimes
there is port space on the Remote instead of Host servers in the COs,
which improves the chances of getting 5Mb despite the distance but
not all are lucky. Distance includes the entire loop including outside wiring
to the home plus the inside wiring inside the home or building. According
to our tech manager, 'best is below 5Km'; thus, the nearer the faster.

Refer to distance and speeds
http://computer.howstuffworks.com/dsl1.htm

Imelda O. Suzara
Acanac Rep

nfuz

Jan 23rd, 2010, 08:47 AM

X360

Jan 23rd, 2010, 09:29 AM

This really bothers me...

Some customers do get activated and get more
than the advertised 5Mb but Bell or the system
will do audits and reset lines down to the 5Mb.
Acanac does not set the line speeds.

So is it possible if you are a really really really heavy user downloading upwards of let's say a TB a month... Bell may reset my "profile" to like 3mb or perhaps even lower? I don't want Acanac to raise their arms and say "not us" should this issue happen...

has this happened to anyone? anyone know if any instances/claims where this has happened to others??

Thanks
If you understand how DSL works and how to read/understand the modem statistic reported by your modem status then your ISP can't do anything to screw you about the speed...

For example, max resident profile CRTR/Bell allows for wholesale ISP customers is 5MB... If Bell set it below 5MB, then you can check your modem stat for attenuation and signal to noise ratio (SNR)... If you can understand these stat and know that with these stat you can get a better speed, then call Acanac to request rasing profile speed again and they can't refuse you by looking at those stats...

To understand more, you can read these threads...

https://community.acanac.com/acanac/viewtopic.php?f=21&t=6619https://community.acanac.com/acanac/viewtopic.php?f=21&t=10025
https://community.acanac.com/acanac/viewtopic.php?f=21&t=9873

BUT with the new Usage Based Billing (UBB) Bell proposed to CRTC, if CRTC approved then all the wholesale ISPs will be limited to 60GB/month and customers will have to pay overage fee for over 60GB bandwidth... If you download more than 300GB/month, Bell can disconnect your line and you will not able to have DSL internet...

poop_on_you

Jan 23rd, 2010, 03:53 PM

fredsmith

Jan 23rd, 2010, 04:28 PM

Does Acanac still have the automatic contract renewal after a year at jacked up price? That's just taking advantage of the customer and being very dishonest.

After reading part of this thread, I don't think I'm going to go with this service.

Your perspective is skewed;

it isn't as if they charge what everyone else does year one and then they gouge the subscriber. Acanac giives their subscribers a DISCOUNT for the first year - they charge a normal, very competitive rate the second year.

Imelda_Acanac

Jan 24th, 2010, 11:08 AM

For customers who like shopping around each year
for the best deal, or if they are unsure about remaining
the next year, request that a NO be put under Autorenew
in your account by emailing billing@acanac.com and
it will be turned off. Some even request it at sign up
because they only want to try Acanac's promo deal
for the first year. Other methods of payment are also
accepted for those who dislike using credit cards which
can be easily autobilled, such as: money order, certified
cheque or bank draft, and cash.
The first year discount is the cheapest for unlimited bandwidth
up to 5Mb speeds and the 2nd year is closer to market value
rates with other dsl isps.

Imelda O. Suzara
Acanac Rep

Does Acanac still have the automatic contract renewal after a year at jacked up price? That's just taking advantage of the customer and being very dishonest.

After reading part of this thread, I don't think I'm going to go with this service.

Your perspective is skewed;

it isn't as if they charge what everyone else does year one and then they gouge the subscriber. Acanac giives their subscribers a DISCOUNT for the first year - they charge a normal, very competitive rate the second year.

to_munda

Jan 24th, 2010, 01:04 PM

Hi guys...
I am in Markham, On.
I am with Robbers for Net/Cable/Homephone (cable).
I dont have a Bell line but I have a dry loop connection (box) installed.

The ques I have ;
Can I get Acanac DSL & Phone?
Is there any extra charge for dry loop?
Do I get a new phone #?
Do I have to get a 905# or can I get a 416# instaed?
Will 911 still work & also the monitoring system?
What will be the total cost for both?

Thx

Imelda_Acanac

Jan 24th, 2010, 02:04 PM

Raise profiles are done when the customer has a stable
connection but the profile was set lower than 5Mb. Estimated
speeds can be different from actual speeds after connection.
But sometimes a lower profile is set if the connection is
unstable and the caps are too high causing frequent
disconnections and the speeds cannot match the profile.
Acanac offers unlimited bandwidth and data traffic
is not a reason for lowering a profile.

Thanks for the link from the community forum explaining profiles
https://community.acanac.com/acanac/viewtopic.php?f=21&t=9873 .

Imelda O. Suzara
Acanac Rep

This really bothers me...

Some customers do get activated and get more
than the advertised 5Mb but Bell or the system
will do audits and reset lines down to the 5Mb.
Acanac does not set the line speeds.

So is it possible if you are a really really really heavy user downloading upwards of let's say a TB a month... Bell may reset my "profile" to like 3mb or perhaps even lower? I don't want Acanac to raise their arms and say "not us" should this issue happen...

has this happened to anyone? anyone know if any instances/claims where this has happened to others??

Thanks

If you understand how DSL works and how to read/understand the modem statistic reported by your modem status then your ISP can't do anything to screw you about the speed...

For example, max resident profile CRTR/Bell allows for wholesale ISP customers is 5MB... If Bell set it below 5MB, then you can check your modem stat for attenuation and signal to noise ratio (SNR)... If you can understand these stat and know that with these stat you can get a better speed, then call Acanac to request rasing profile speed again and they can't refuse you by looking at those stats...

To understand more, you can read these threads...

https://community.acanac.com/acanac/viewtopic.php?f=21&t=6619https://community.acanac.com/acanac/viewtopic.php?f=21&t=10025
https://community.acanac.com/acanac/viewtopic.php?f=21&t=9873

BUT with the new Usage Based Billing (UBB) Bell proposed to CRTC, if CRTC approved then all the wholesale ISPs will be limited to 60GB/month and customers will have to pay overage fee for over 60GB bandwidth... If you download more than 300GB/month, Bell can disconnect your line and you will not able to have DSL internet...

Imelda_Acanac

Jan 24th, 2010, 02:45 PM

Thank you for considering Acanac as your isp!
We do have Markham customers.
Please pm your full address so I can check service and speeds.

Dry loop is extra $8 month or $96 year prepaid plus taxes.
You get a new assigned number and you can ask for 416 area code
depending on availability http://www.acanac.ca/Availability.htm.
Regular 911 service is replaced with E911 service which is
explained in detail in the online User Agreement
http://acanac.ca/User-Agreement.html and
and voip http://acanac.ca/Phones.html .
Acanac's community forum is useful for customer
posted questions with tech moderator answers and
other helpful customers https://community.acanac.com/Acanac/.

The total cost for the discounted promo deal prepaid year term
dsl $227.40 (one time first year only), dry loop $96, and
soft voip $119.40 plus taxes and equipment.

Imelda O. Suzara
Acanac Rep

Hi guys...
I am in Markham, On.
I am with Robbers for Net/Cable/Homephone (cable).
I dont have a Bell line but I have a dry loop connection (box) installed.

The ques I have ;
Can I get Acanac DSL & Phone?
Is there any extra charge for dry loop?
Do I get a new phone #?
Do I have to get a 905# or can I get a 416# instaed?
Will 911 still work & also the monitoring system?
What will be the total cost for both?

Thx

alpwhite46

Jan 25th, 2010, 11:33 AM

My year just expired and my account was renewed by Acnac.

I knew they would do this but totally didn't see it coming this fast.

The last 2 months i was very unhappy at the drop in speed i got (0.7 megabits/s)

I had technician come in and tell me stuff that didn't make sense just so that he can get out of here faster.

My speed ended up going up to 1.65 megabits / second

Is it possible to get a different price for the second year, like 25$ a month or something?

Also is it possible to pay only a monthly fee, and not all at once.

cwsm

Jan 25th, 2010, 07:48 PM

kareshi

Jan 25th, 2010, 08:20 PM

fredsmith

Jan 25th, 2010, 08:25 PM

I've got the common black Motorola (wave, I believe) modem for Rogers, does anybody know if that's compatible with Acanac?

If I refer a friend/10 friends for 1 month/lifetime free internet, how long do they have to stay with Acanac? Let's say I've referred 10 friends and I have free internet, then 1 decided to leave.

The modem you have is for cable - Acanac is DSL - you can't use the modem with Acanac or any other DSL provider.

Your referrals must stay past the first 30 days (which means they have to stay for a year). And if you leave, your free service and any referrals end.

poop_on_you

Jan 26th, 2010, 04:22 AM

So if the $20 is only good for one year, is there any incentive to renew the contract after one year?

Also

In the 2 and a half year, I have experienced service interruption just once which took about a week to fix.

Does this still happen?
A week of downtime is completely unacceptable. Even a few hours is too much.

Is there anywhere in the contract that guarantees a certain quality of service? If the line goes down too much, I'd still want to be able to cancel the service.

to_munda

Jan 26th, 2010, 04:40 AM

Thank you for considering Acanac as your isp!
We do have Markham customers.
Please pm your full address so I can check service and speeds.

Dry loop is extra $8 month or $96 year prepaid plus taxes.
You get a new assigned number and you can ask for 416 area code
depending on availability http://www.acanac.ca/Availability.htm.
Regular 911 service is replaced with E911 service which is
explained in detail in the online User Agreement
http://acanac.ca/User-Agreement.html and
and voip http://acanac.ca/Phones.html .
Acanac's community forum is useful for customer
posted questions with tech moderator answers and
other helpful customers https://community.acanac.com/Acanac/.

The total cost for the discounted promo deal prepaid year term
dsl $227.40 (one time first year only), dry loop $96, and
soft voip $119.40 plus taxes and equipment.

Imelda O. Suzara
Acanac Rep

Thx for ur reply.
Do I still have to pay for the dry loop even if I dont subscribe to phone service (only DSL)?
Thx

fredsmith

Jan 26th, 2010, 06:23 AM

Thx for ur reply.
Do I still have to pay for the dry loop even if I dont subscribe to phone service (only DSL)?
Thx
The DSL signal has to get to your home over copper phone wires provided by the phone company - If you have a 'regular' phone line from the phone company you do not need a dry loop - If you do not, then you will need to pay for a dry loop.

fredsmith

Jan 26th, 2010, 06:32 AM

(1) So if the $20 is only good for one year, is there any incentive to renew the contract after one year?

(2) Does this still happen?
A week of downtime is completely unacceptable. Even a few hours is too much.

(3) Is there anywhere in the contract that guarantees a certain quality of service? If the line goes down too much, I'd still want to be able to cancel the service.

1. The incentive is that the rate is competitive . . . you aren't going to save anything significant by going elsewhere.

2. Agreed, if your service is down it should be repaired. I suppose there might be reasons WHY the service is inaccessible - noting that it can always lie with the subscriber's equipment. But if it is down then a phone call or two ought to get the process underway.

It is certainly not policy at Acanac to make a client suffer outages for long periods. In my experience, often when people complain about such matters there are often underlying issues (such as 'no access', or the fact that they perhaps missed the confirming e-mails because they went into SPAM folders and the like).

3. And no, there is no SLA with Acanac, nor with any other DSL-based ISP that I know of. If the service went down and it was due to something Bell had done, then it wouldn't matter who the DSL-based ISP was.

Once you are past the first year of service you can always cancel with 30 days notice, paying the appropriate rate for the period that you were subscribed.

Imelda_Acanac

Jan 26th, 2010, 12:33 PM

The regular month term price is $39.95 month plus taxes.
You can ask to switch to monthly term and get a refund
of the prepaid 2nd year minus current month(s) usage.
Acanac only has 1 plan for residential and 1 for business
but different terms month, 3 months, 6 months and year
with varying discounts http://acanac.ca/DSL.html.

If you pm your name I can check your speeds and see
what can be done to improve them.

Imelda O. Suzara
Acanac Rep

My year just expired and my account was renewed by Acnac.

I knew they would do this but totally didn't see it coming this fast.

The last 2 months i was very unhappy at the drop in speed i got (0.7 megabits/s)

I had technician come in and tell me stuff that didn't make sense just so that he can get out of here faster.

My speed ended up going up to 1.65 megabits / second

Is it possible to get a different price for the second year, like 25$ a month or something?

Also is it possible to pay only a monthly fee, and not all at once.

Imelda_Acanac

Jan 26th, 2010, 12:52 PM

For Acanac customers who have achieved the
10th customer referral and have free internet for life,
wherever you move 'as long as service is available
at the new location' according to Support, you can be
activated and continue with free internet from Acanac
http://www.acanac.ca/Referral.htm

For modems, you need a dsl modem with an adsl port for
the phone line and ethernet to computer. Acanac community
forum has postings of customers using various dsl modems
https://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0
Acanac sells modems for $49.95 preconfigured
to simply plug in, including live phone support, exchangeable if
defective, and refundable if you cancel but without obligation.

Imelda O. Suzara
Acanac Rep

I've got the common black Motorola (wave, I believe) modem for Rogers, does anybody know if that's compatible with Acanac?

If I refer a friend/10 friends for 1 month/lifetime free internet, how long do they have to stay with Acanac? Let's say I've referred 10 friends and I have free internet, then 1 decided to leave.

The modem you have is for cable - Acanac is DSL - you can't use the modem with Acanac or any other DSL provider.

Your referrals must stay past the first 30 days (which means they have to stay for a year). And if you leave, your free service and any referrals end.

Imelda_Acanac

Jan 26th, 2010, 01:26 PM

There are some customers who may experience
outage or downtime due to their individual line/modem
and a repair ticket is opened and after it is fixed, they
email the Billing department to credit them extension days
for the disconnection days. Acanac has a 30 day money
back guarantee on the first year so customers who are
dissatisfied that first month can cancel and get a full refund.
If the cancellation happens past the first month, it is probably
due to technical issue and approved on a case by case basis.
Retention sometimes offers a free 13th month with renewals on the
prepaid yearly term of $33.95 month x 12months + 1 free month.
The Referral Program offers a free month per new customer referred
up to 10th one with free lifetime internet.

Network downtime, you can check the Bell website for more up
to date status per area and service because Acanac uses the same lines
http://internet.bell.ca/index.cfm?method=home.serviceStatus&language=en

Imelda O. Suzara
Acanac Rep

So if the $20 is only good for one year, is there any incentive to renew the contract after one year?

Also

Does this still happen?
A week of downtime is completely unacceptable. Even a few hours is too much.

Is there anywhere in the contract that guarantees a certain quality of service? If the line goes down too much, I'd still want to be able to cancel the service.

1. The incentive is that the rate is competitive . . . you aren't going to save anything significant by going elsewhere.

2. Agreed, if your service is down it should be repaired. I suppose there might be reasons WHY the service is inaccessible - noting that it can always lie with the subscriber's equipment. But if it is down then a phone call or two ought to get the process underway.

It is certainly not policy at Acanac to make a client suffer outages for long periods. In my experience, often when people complain about such matters there are often underlying issues (such as 'no access', or the fact that they perhaps missed the confirming e-mails because they went into SPAM folders and the like).

3. And no, there is no SLA with Acanac, nor with any other DSL-based ISP that I know of. If the service went down and it was due to something Bell had done, then it wouldn't matter who the DSL-based ISP was.

Once you are past the first year of service you can always cancel with 30 days notice, paying the appropriate rate for the period that you were subscribed.

kareshi

Jan 26th, 2010, 07:44 PM

So I've switched to Acanac. It's not too bad except I am getting 50% of speed as advertised, is it normal? I have two phone lines at home but only one is active, not sure if this matters?

http://www.speedtest.net/result/695938145.png (http://www.speedtest.net)

polka

Jan 26th, 2010, 08:05 PM

Imelda

I bought a Bells Modem in a Yard sale. Would it work with Acanac ?
Looks like 5 to 10 years old modem.

If not would you recommend a cheap modem ? thanks

Plus waht is the best way to order ?
On phone or web.
Thanks

scubadaddy

Jan 27th, 2010, 01:48 AM

I just signed up, hope it works well so I can cancel my Rogers Internet.

rain

Jan 27th, 2010, 02:10 AM

phatbacki3

Jan 27th, 2010, 03:41 AM

HI there,
just wondering about this service..
do they serve vancouver?

Imelda_Acanac

Jan 27th, 2010, 08:13 AM

You can send me a pm with your name to check speeds
in Portal so we can get the best speeds for your home.

Imelda O. Suzara
Acanac Rep

So I've switched to Acanac. It's not too bad except I am getting 50% of speed as advertised, is it normal? I have two phone lines at home but only one is active, not sure if this matters?

http://www.speedtest.net/result/695938145.png (http://www.speedtest.net)

Imelda_Acanac

Jan 27th, 2010, 08:21 AM

Thank you for considering Acanac as your isp!

Bell and Acanac are dsl phone internet companies
so the modem should work as long as it has an
adsl port for the phone line and ethernet port at its back.
Cheap modems are sold sometimes thru Redflagdeals
forums from other members. I also go to Factory Direct
or The Source for equipment. Acanac sells and supports
modems too for those who lack technical knowhow.
Refer to http://factorydirect.ca and http://www.thesource.ca/.

Here is the online order form which you can fill out yourself
https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html .
Please read the User Agreement.

Imelda O. Suzara
Acanac Rep

Imelda

I bought a Bells Modem in a Yard sale. Would it work with Acanac ?
Looks like 5 to 10 years old modem.

If not would you recommend a cheap modem ? thanks

Plus waht is the best way to order ?
On phone or web.
Thanks

Imelda_Acanac

Jan 27th, 2010, 08:38 AM

Unfortunately, Acanac dsl is not yet available in British Columbia
but our voip and fiber optic online pc services are.

Refer to http://www.acanac.com/Availability.htm and
Zazeen http://www.zazeen.com/.

Imelda O. Suzara
Acanac Rep

HI there,
just wondering about this service..
do they serve vancouver?

EPcjay

Jan 27th, 2010, 10:24 AM

Acanac was good for the first year for me, but the price just didn't cut it after the first year.

39.99 a month + 8 bux dryloop = 48 a month tax in.

If i signed for the year, it wouldve been 33.99 + 8 bux a month which still wasnt worth it for me. They tried to give me a month free, if i signed for the additional year, which would make it only 31.45 a month + 8 bux a month.

If they were able to take out the dryloop fee, i wouldve stayed, but rogers is ok for me and i dont download anywhere close to 60gbs a month ... and rogers gives me 46.99 + 30% off = 32.90 + tax. It's great

kareshi

Jan 27th, 2010, 11:05 AM

rs97ap

Jan 27th, 2010, 11:07 AM

If you download like a madman - get TekSavvy. Price is decent, you can bypass bell throttling (for $4 extra/month) and usenet service is included with that.

fredsmith

Jan 27th, 2010, 11:20 AM

If you download like a madman - get TekSavvy. Price is decent, you can bypass bell throttling (for $4 extra/month) and usenet service is included with that.

But . . . you get the same bypass capabilities with Acanac FOR FREE and there's no download limit like Teksavvy has - and if you need dry loop, Teksavvy charges more than Acanac.

alpwhite46

Jan 27th, 2010, 12:14 PM

i wish i had 2.50 megabits/s

for the last 2 months i had 0.69, and then they fixed it a bit... to this.. note the ping too

http://www.speedtest.net/result/696675709.png

stevelam

Jan 27th, 2010, 01:20 PM

i get great speeds (full 5mbps profile) with acanac. it depends on your location. would do a speedtest but currently downloading lots of torrents thanks to unlimited bandwidth and ssh tunnel!

George W. Bush

Jan 27th, 2010, 02:13 PM

I may get up to 2MB - which it is slow for me - got 4 PCs and the 2MB line is not enough. Have no choice but stay and be raped by rogers...

pinkgir

Jan 27th, 2010, 02:41 PM

Do you need an active phone line to receive DSL.

I don't have any home phone service - but I am wired for it.

stevelam

Jan 27th, 2010, 02:44 PM

Do you need an active phone line to receive DSL.

I don't have any home phone service - but I am wired for it.

yes you need an active (analog) line aka with a dial tone. if you don't, you have to get dry loop service ($8/month)

Imelda_Acanac

Jan 27th, 2010, 03:12 PM

When accessing websites sometimes it helps to know
if they are down or if it is only your own connection down.
I found this useful website posted in the community forum
http://www.downforeveryoneorjustme.com/ .
To check if the dsl phone network is down in your area,
check out Bell's webpage for it because Acanac uses same lines
http://internet.bell.ca/index.cfm?method=home.serviceStatus&language=en

Is it your connection down? Do the modem test at home.
You can also check on your own, try these:
1) go to http://192.168.1.1 (lynx or aztech)
or http://192.168.254.254 (speedstream)
use 'admin', 'admin',
click on Status, Modem Status, read your Up and Down speeds.
If it is connected or not, it will show Connected and Online for how many hours
or Disconnected.

Imelda O. Suzara
Acanac Rep

Vov86

Jan 27th, 2010, 03:19 PM

How can you get 30% off from Rogers?

Call them and say you want to cancel. You will be transfered to retention department and then they would usually offer you different discounts.

Many people are getting 30 % off. I was with them for four years and was told I cannot qualify for this type of discount (only 20 % with 1 year contract), so I cancelled.

Vasyl

Jan 27th, 2010, 03:49 PM

Call them and say you want to cancel. You will be transfered to retention department and then they would usually offer you different discounts.

Many people are getting 30 % off. I was with them for four years and was told I cannot qualify for this type of discount (only 20 % with 1 year contract), so I cancelled.

So did I. With new $50 fine for going over the limit, Acanac is going to see a lot of new customers. If only Acanac could do something with their speeds, they would an ultimate Internet provider.

Messerschmitt

Jan 27th, 2010, 04:38 PM

The ultimate internet provider also uses cable or fiber. There's a reason there is no DSL in Europe.
I cannot have DSL because in my place I will get ping of 150 after 17:00 on servers I have 20 with my cable (Shaw). This was with Telus. I'm thinking even if I switch to Teksavvy or Acanac (when they will arrive in vancouver) I will have the same ping problem since it uses Telus network.
And 150 ping is unacceptable especially for games.

jarko

Jan 27th, 2010, 06:24 PM

Anyone have the internet in kennedy and 401 area? if so what kind of speeds do you have? I have primus right now but am fed up with the speeds. I called them today and they said bell throttled my speed up to 3mbps, its supposed to be up to 5mbps. Please let me know

Imelda_Acanac

Jan 28th, 2010, 03:53 PM

I checked your building and some Acanac customers have
5Mb. You can ask for a raise profile to 5Mb from your isp.

Imelda O. Suzara
Acanac Rep

Anyone have the internet in kennedy and 401 area? if so what kind of speeds do you have? I have primus right now but am fed up with the speeds. I called them today and they said bell throttled my speed up to 3mbps, its supposed to be up to 5mbps. Please let me know

Imelda_Acanac

Jan 29th, 2010, 12:01 PM

There have been several recent inquiries from Rogers
customers who are looking for a better deal for usage
and Acanac offering unlimited bandwidth with an ssh
tunnel workaround from Bell throttling, may be the solution
for heavy users such as families and small businesses
and internet addicts. In a household where 4 people
are online at the same time, a wireless router attached
to 1 modem line allows sharing of the connection
http://acanac.ca/DSL.html .

Rogers Lite plan of up to 3M and 25GB for $35.99 month
https://www.rogers.com/web/Rogers.portal?_nfpb=true&_windowLabel=HiSpeedBrowse_1_2&HiSpeedBrowse_1_2_actionOverride=%2Fportlets%2Fcon sumer%2Finternet%2Fbrowse%2FhiSpeedCableBrowse%2Fp roductDetails&HiSpeedBrowse_1_2productID=WAHL&_pageLabel=INTER_HISPEED
vs. Acanac one plan up to 5Mb unlimited $18.99 month promo
prepaid year term and $33.95 regular one year prepaid price.
Keep in mind that high definition movies are usually
on 4.7GB dvds but on lower quality it may be reduced to
300Mb to 700Mb for 1 1/2 hours viewing so 25GB would easily
be used up on high quality movies. For families, it would make
more sense to get an unlimited plan with one flat fee with Acanac
instead of plans based on usage billing, with Rogers and Bell.

Imelda O. Suzara
Acanac Rep

Acanac was good for the first year for me, but the price just didn't cut it after the first year.

39.99 a month + 8 bux dryloop = 48 a month tax in.

If i signed for the year, it wouldve been 33.99 + 8 bux a month which still wasnt worth it for me. They tried to give me a month free, if i signed for the additional year, which would make it only 31.45 a month + 8 bux a month.

If they were able to take out the dryloop fee, i wouldve stayed, but rogers is ok for me and i dont download anywhere close to 60gbs a month ... and rogers gives me 46.99 + 30% off = 32.90 + tax. It's great

So did I. With new $50 fine for going over the limit, Acanac is going to see a lot of new customers. If only Acanac could do something with their speeds, they would an ultimate Internet provider.

Joseph_Reid

Jan 29th, 2010, 08:50 PM

http://www.acanac.com/DSL.html

What does it mean by encrypted browsing?

kareshi

Jan 29th, 2010, 11:43 PM

i wish i had 2.50 megabits/s

for the last 2 months i had 0.69, and then they fixed it a bit... to this.. note the ping too

http://www.speedtest.net/result/696675709.png

my upload is worse than yours though.. although the download rate has improved today

http://www.speedtest.net/result/699446100.png

sassysue

Jan 30th, 2010, 08:08 PM

fredsmith

Jan 30th, 2010, 08:30 PM

there billing department sucks i need my new INTERNET but they have not emailed me back yet! its been almost close 2 1 month now and no one has replied to my email telling me if my INTERNET will be cancelled exactly on feb 8th sinse i need my new INTERNET!

Going with teksavvy way better service and faster speeds with there home phone service and way better then stupid bell service i suggest acanac hire some people instead hiring un trained techs that does not have 1 clue on how to run a computer!

You DO know that when you mail them they respond with a ticket that can be checked and updated on line?

If you didn't get the initial confirmation, then most likely your mail program needs to be tweaked. Check your SPAM folder.

kareshi

Jan 30th, 2010, 08:40 PM

You DO know that when you mail them they respond with a ticket that can be checked and updated on line?

If you didn't get the initial confirmation, then most likely your mail program needs to be tweaked. Check your SPAM folder.

ya, definitely check the SPAM folder. Gmail somehow thinks Acanac's emails are junk mails

mefromparadise

Jan 30th, 2010, 08:59 PM

This might sound stupid but this $19 service can be turned into a home wireless right? Its not just cabled internet?

jackwest

Jan 30th, 2010, 09:40 PM

This might sound stupid but this $19 service can be turned into a home wireless right? Its not just cabled internet?

yes, fundamentally, if you have working internet you can always turn it into wireless using a router

not stupid, but just new

Imelda_Acanac

Jan 31st, 2010, 11:02 AM

Browsing the internet which is a public network of computers
can be insecure if you are sending private confidential information,
so encrypted browsing ensures privacy and protection from
unwanted third parties. Acanac also has a ssh tunnel for
downloading https://community.acanac.com/acanac/viewtopic.php?f=21&t=11264&start=0&st=0&sk=t&sd=a
a workaround from throttling.

Refer to
http://ask.metafilter.com/80634/What-does-browser-encryption-protect-me-from
http://lifehacker.com/237227/geek-to-live--encrypt-your-web-browsing-session-with-an-ssh-socks-proxy

Imelda O. Suzara
Acanac Rep

http://www.acanac.com/DSL.html

What does it mean by encrypted browsing?

Imelda_Acanac

Jan 31st, 2010, 11:25 AM

I checked your old accounts and profiles
and sent you a pm about them. You can
switch isps anytime on the same line.

Imelda O. Suzara
Acanac Rep

there billing department sucks i need my new INTERNET but they have not emailed me back yet! its been almost close 2 1 month now and no one has replied to my email telling me if my INTERNET will be cancelled exactly on feb 8th sinse i need my new INTERNET!

Going with teksavvy way better service and faster speeds with there home phone service and way better then stupid bell service i suggest acanac hire some people instead hiring un trained techs that does not have 1 clue on how to run a computer!

marcopolo85

Jan 31st, 2010, 11:30 AM

Say i signup today how long till I can get internet up and running in my house?

Imelda_Acanac

Jan 31st, 2010, 12:32 PM

From sign up to activation, it can take up
to 5 to 7 business days for regular dsl or
up to 9 for dry loop dsl. But often it takes less
time than that.

Imelda O. Suzara
Acanac Rep

Say i signup today how long till I can get internet up and running in my house?

Imelda_Acanac

Jan 31st, 2010, 12:36 PM

You can use Acanac dsl internet with a modem and
attach a wireless router for a wireless home network
which can be shared with several computers within
a 100ft+ range. Even cable internet can be shared
wirelessly.

Imelda O. Suzara
Acanac Rep

This might sound stupid but this $19 service can be turned into a home wireless right? Its not just cabled internet?

agiga

Jan 31st, 2010, 09:14 PM

My Acanac internet service has gone down 2 Sundays in a row and their only support on the weekend is by email. One problem. If I don't have internet how in the world am I supposed to email them to tell them my internet is down????????? Needless to say last Sunday it came back up after a few hours. But today I have no access at all. I was able to go to a friends place (that's where I am writing this post from) to email them to tell them I can't connect because my DSL light on the modem stays on for 10 seconds then shuts off. In my email last Sunday and again today, I said DO NOT EMAIL ME, call me! And what happens? They email me!!! What kind of service is this?? I have now been without internet all day and I work from home so it's critical that I have access!

kareshi

Jan 31st, 2010, 10:00 PM

Imelda_Acanac

Feb 1st, 2010, 08:40 AM

Acanac live phone tech support is available only
on Monday to Friday 9am to 12midnight. It also
takes about 48 hours for the Bell tech to check it
and schedule a visit if necessary. Some problems
can be solved by phone troubleshooting or online.
Weekends only email and forum support is open.
You can call now or send me a pm with your name
so I can check your profile state.

Imelda O. Suzara
Acanac Rep

My Acanac internet service has gone down 2 Sundays in a row and their only support on the weekend is by email. One problem. If I don't have internet how in the world am I supposed to email them to tell them my internet is down????????? Needless to say last Sunday it came back up after a few hours. But today I have no access at all. I was able to go to a friends place (that's where I am writing this post from) to email them to tell them I can't connect because my DSL light on the modem stays on for 10 seconds then shuts off. In my email last Sunday and again today, I said DO NOT EMAIL ME, call me! And what happens? They email me!!! What kind of service is this?? I have now been without internet all day and I work from home so it's critical that I have access!

4public

Feb 1st, 2010, 01:53 PM

Hi Imelda,
Is it true that you provide ADSL profiles to your subscribers (be correct - Bell provides these profiles) and ADSL2+ profiles are used only by Bell Customers.

alpwhite46

Feb 1st, 2010, 02:00 PM

ugh i don't get why billing has to be so complicated..
i asked to get refunded my year payment, and then switch to per month billing..

the person answering ticket says:

Dear Valued Client,

All rates that are more than 1 month are required to be paid in full up front, and do not include GST.

Thank you

I don't get it

Imelda_Acanac

Feb 2nd, 2010, 09:25 AM

Because Acanac customers use the same phone lines and
Bell techs physically go to homes to activate and repair lines,
Acanac staff has access to Acanac customers on Bell Portal
which profiles each customer's line/modem stats. Acanac
does the troubleshooting over the phone with customers and
open repair tickets, some of which go to Bell techs for visits.
Recently, I have been taking profile snapshots for customers
to compare/contrast their home modem test results and the speeds
should match. The CRTC decided that there should be more
transparency with customers and I thought this would be a
useful way to see the same profiles that Acanac staff have
access to, which can then help customers who configure
at home, or for future reference if disconnection happens
to show the profile speeds and the line/modem connection
which is usually constant and not throttled. Bell does practise
traffic management using dpi deep packet inspection of data
especially of large files but some of the slow speed hours are also
due to heavy peak usage when lots of users are online sending
and receiving data.

I chatted with some of our techs and third party dsl providers
such as Acanac are not yet allowed to offer more than 5M.
Although based on some activations, I have seen that some lines
are capable of 12M but are lowered by Bell audits. The same
copper phone lines used by Bell are used by Acanac and other
dsl isps. Fiber optic is available but more expensive and usually
only in the downtown areas.

Refer to CRTC transparency news release
http://www.crtc.gc.ca/eng/com100/2009/r091021.htm
and adsl/adsl+/adsl2+
http://en.wikipedia.org/wiki/Asymmetric_digital_subscriber_line
and in the community forum
https://community.acanac.com/acanac/viewtopic.php?f=21&t=6742&start=0&st=0&sk=t&sd=a&hilit=third+party+provider

Imelda O. Suzara
Acanac Rep

Hi Imelda,
Is it true that you provide ADSL profiles to your subscribers (be correct - Bell provides these profiles) and ADSL2+ profiles are used only by Bell Customers.

4public

Feb 2nd, 2010, 02:19 PM

Thanks Imelda,
but the problem is in noisy lines. I can agree to be limited by 5Mb profile. The problem is that my location is ~ 4 km from the switch an I can get only 3 Mb downstream using ADSL.
ADSL2+ protocol would give me much better speed with the same noise level in the line.
Bell is providing only ADSL profile for third party providers (like you) and ADSL2+ for itself :(

There is very good graph in this forum (see the last one)
http://www.dslreports.com/forum/r23051776-SNR-Margin-vs-Line-Attenuation

agiga

Feb 3rd, 2010, 08:41 AM

Acanac live phone tech support is available only
on Monday to Friday 9am to 12midnight. It also
takes about 48 hours for the Bell tech to check it
and schedule a visit if necessary. Some problems
can be solved by phone troubleshooting or online.
Weekends only email and forum support is open.
You can call now or send me a pm with your name
so I can check your profile state.

Imelda O. Suzara
Acanac Rep

Thanks Imelda but to me this is not acceptable. I need to know if I have an internet issue that I can get a hold of someone to fix it. Further, I spoke to a couple of Acanac reps on Jan 1 and they were not able to resolve the issue. I have been without internet connection since 6am on Januar 31 and the earliest a Bell rep was able to come out is today Feb 3 between 12pm and 6pm. Futher, I was told my modem might be defective and I was told a new one was shipped out on Feb 1 through overnight service and it's now Feb 3 and I have not received it. I have now been without internet service for 3 1/2 days and counting. This is totally unacceptable. Rogers was able to come here and set-up a new connection in less than 24 hours. I emailed the billing department (because apparently they don't have phones either, when you call the say you have to email them) and I asked them to cancel because they have failed to provide the service I prepaid for and they responded by offering to cancel WITHOUT refunding my money??? This is absolutely absurd. Why can't I speak to a person on the phone at Acanac's billing department and why would Acanac offer to cancel and not refund my money when THEY failed to provide a service I paid for?

fredsmith

Feb 3rd, 2010, 09:33 AM

Thanks Imelda but to me this is not acceptable. I need to know if I have an internet issue that I can get a hold of someone to fix it. Further, I spoke to a couple of Acanac reps on Jan 1 and they were not able to resolve the issue. I have been without internet connection since 6am on Januar 31 and the earliest a Bell rep was able to come out is today Feb 3 between 12pm and 6pm. Futher, I was told my modem might be defective and I was told a new one was shipped out on Feb 1 through overnight service and it's now Feb 3 and I have not received it. I have now been without internet service for 3 1/2 days and counting. This is totally unacceptable. Rogers was able to come here and set-up a new connection in less than 24 hours. I emailed the billing department (because apparently they don't have phones either, when you call the say you have to email them) and I asked them to cancel because they have failed to provide the service I prepaid for and they responded by offering to cancel WITHOUT refunding my money??? This is absolutely absurd. Why can't I speak to a person on the phone at Acanac's billing department and why would Acanac offer to cancel and not refund my money when THEY failed to provide a service I paid for?

I am personally pleased to see that you said that it isn't acceptable 'to you', because you have chosen a budget provider and seem to expect premium service.

The reality is that you get one or the other and it's pretty mjuch mutually exclusive. While Acanac does it's best, the money that we as a group pay them cannot cover the cost of high speed weekend response and that's one of the things that we sacrifice when we choose to keep our dollars in our pockets.

If indeed Acanac sent you out a modem overnight and you didn't get it, then that is the courier, I suppose. If Bell can't get to your home, then that is a Bell issue and no other DSL based provider is going to do better because they all use Bell, though if you have Rogers or Telus commercial service and your access in Montreal dies over a weekend, they aren't coming over no matter what grade of service you buy..

That there is no weekend support is the result of your choice; It isn't as if Acanac used to have weekend support and now they don't. The hours are posted on the web site, so it shouldn't be news and obviously can't be 'unacceptable', because you 'accepted' it when you ordered the service (albeit perhaps not appreciating what it meant).

Getting a refund? The deal was that we pay up front for the promotional year. We have 30 days during which we could cancel and get every penny back, after which we are locked in for the balance of the year. Subsequent years can have their plans changed from annual to semi-0annual to quarterly, to monthly. But the first year is all or nothing and this is covered in the fine print.

If you buy a Fiat, don't expect to be treated the same at your dealership as you would had you bought a Ferrari.

Vasyl

Feb 3rd, 2010, 10:04 AM

I am personally pleased to see that you said that it isn't acceptable 'to you', because you have chosen a budget provider and seem to expect premium service.

The reality is that you get one or the other and it's pretty mjuch mutually exclusive. While Acanac does it's best, the money that we as a group pay them cannot cover the cost of high speed weekend response and that's one of the things that we sacrifice when we choose to keep our dollars in our pockets.

If indeed Acanac sent you out a modem overnight and you didn't get it, then that is the courier, I suppose. If Bell can't get to your home, then that is a Bell issue and no other DSL based provider is going to do better because they all use Bell, though if you have Rogers or Telus commercial service and your access in Montreal dies over a weekend, they aren't coming over no matter what grade of service you buy..

That there is no weekend support is the result of your choice; It isn't as if Acanac used to have weekend support and now they don't. The hours are posted on the web site, so it shouldn't be news and obviously can't be 'unacceptable', because you 'accepted' it when you ordered the service (albeit perhaps not appreciating what it meant).

Getting a refund? The deal was that we pay up front for the promotional year. We have 30 days during which we could cancel and get every penny back, after which we are locked in for the balance of the year. Subsequent years can have their plans changed from annual to semi-0annual to quarterly, to monthly. But the first year is all or nothing and this is covered in the fine print.

If you buy a Fiat, don't expect to be treated the same at your dealership as you would had you bought a Ferrari.

Thank you for being an advocate for Acanac. Now, we shall wait for the advocate for the customers and their rights in Canada. Instead of creating all kinds of excuses, any service provider (including Acanac) should strive for the best possible customer service. If our money is not enough for them, why are they in this business? You do not buy a Fiat to keep it in a garage. You buy the Fiat to drive, and you cannot say that if it is a Fiat, please do not expect it to run. I personally have had no problems with Acanac and I am pretty happy with them, except the speeds issue. If Acanac could increase their speeds (I currently have 2.1 M), I would recommend them to all my friends. Having said that, I would expect Acanac to keep their customers happy regardless of their “budget” status.

coffeeguy

Feb 3rd, 2010, 12:16 PM

Imelda_Acanac

Feb 3rd, 2010, 01:58 PM

I forwarded to management about a phone for Billing department
which is in Iran and suggested a voip phone and voicemail messaging.
The General Sales Manager and President had replied before that
the 'paper trail' is needed for reference and because calls are not
recorded. Technical phone support and other departments are in Canada.
If the problem happens past the 30 day money back guarantee,
repair tickets can try and fix it and extension days credited for downtime,
but if not, a technical cancellation on a case by case basis can be
granted by our Technical Manager.

Imelda O. Suzara
Acanac Rep

Thanks Imelda but to me this is not acceptable. I need to know if I have an internet issue that I can get a hold of someone to fix it. Further, I spoke to a couple of Acanac reps on Jan 1 and they were not able to resolve the issue. I have been without internet connection since 6am on Januar 31 and the earliest a Bell rep was able to come out is today Feb 3 between 12pm and 6pm. Futher, I was told my modem might be defective and I was told a new one was shipped out on Feb 1 through overnight service and it's now Feb 3 and I have not received it. I have now been without internet service for 3 1/2 days and counting. This is totally unacceptable. Rogers was able to come here and set-up a new connection in less than 24 hours. I emailed the billing department (because apparently they don't have phones either, when you call the say you have to email them) and I asked them to cancel because they have failed to provide the service I prepaid for and they responded by offering to cancel WITHOUT refunding my money??? This is absolutely absurd. Why can't I speak to a person on the phone at Acanac's billing department and why would Acanac offer to cancel and not refund my money when THEY failed to provide a service I paid for?

Imelda_Acanac

Feb 3rd, 2010, 02:07 PM

Acanac sets up most orders with line requests of 5Mb
but ultimately, Bell will set the profile line and speeds
depending on how far or close a customer is to the
Central Office in your neighbourhood. Activation can
determine the actual loop length including the outside
wiring and inside wiring and customers who are far
away 5km to 6km are going to get 2M and below
as a rule, unless a remote port opens up which acts
as a speed booster then 5Mb is possible. Customers
can call Bell phone first to estimate speeds for their
homes because all third party dsl providers use the
same phone lines and Bell techs.

Imelda O. Suzara
Acanac Rep

Thank you for being an advocate for Acanac. Now, we shall wait for the advocate for the customers and their rights in Canada. Instead of creating all kinds of excuses, any service provider (including Acanac) should strive for the best possible customer service. If our money is not enough for them, why are they in this business? You do not buy a Fiat to keep it in a garage. You buy the Fiat to drive, and you cannot say that if it is a Fiat, please do not expect it to run. I personally have had no problems with Acanac and I am pretty happy with them, except the speeds issue. If Acanac could increase their speeds (I currently have 2.1 M), I would recommend them to all my friends. Having said that, I would expect Acanac to keep their customers happy regardless of their “budget” status.

4public

Feb 3rd, 2010, 03:00 PM

Bells subscribers will get ADSL2+ profile
Acanac will get only ADSL profile from Bell

ADSL2 is much better for far located subs.

There is very good graph in the forum (see the last one)
http://www.dslreports.com/forum/r230...ne-Attenuation

Acanac sets up most orders with line requests of 5Mb
but ultimately, Bell will set the profile line and speeds
depending on how far or close a customer is to the
Central Office in your neighbourhood. Activation can
determine the actual loop length including the outside
wiring and inside wiring and customers who are far
away 5km to 6km are going to get 2M and below
as a rule, unless a remote port opens up which acts
as a speed booster then 5Mb is possible. Customers
can call Bell phone first to estimate speeds for their
homes because all third party dsl providers use the
same phone lines and Bell techs.

Imelda O. Suzara
Acanac Rep

Vasyl

Feb 3rd, 2010, 03:37 PM

Vasyl

Feb 3rd, 2010, 03:44 PM

4public

Feb 3rd, 2010, 07:28 PM

The problem in Bell - not in Acanac
Bell does not want to give new ADSL2+ profiles for third party providers even if your modem can accept this new protocol.
Bell is owner of this service and monopolist.
Bell wants you to be its subscriber and gets your money for their "Ferrari"

Intersting! I would gladly pay for one.

agiga

Feb 3rd, 2010, 10:38 PM

I am personally pleased to see that you said that it isn't acceptable 'to you', because you have chosen a budget provider and seem to expect premium service.

The reality is that you get one or the other and it's pretty mjuch mutually exclusive. While Acanac does it's best, the money that we as a group pay them cannot cover the cost of high speed weekend response and that's one of the things that we sacrifice when we choose to keep our dollars in our pockets.

If indeed Acanac sent you out a modem overnight and you didn't get it, then that is the courier, I suppose. If Bell can't get to your home, then that is a Bell issue and no other DSL based provider is going to do better because they all use Bell, though if you have Rogers or Telus commercial service and your access in Montreal dies over a weekend, they aren't coming over no matter what grade of service you buy..

That there is no weekend support is the result of your choice; It isn't as if Acanac used to have weekend support and now they don't. The hours are posted on the web site, so it shouldn't be news and obviously can't be 'unacceptable', because you 'accepted' it when you ordered the service (albeit perhaps not appreciating what it meant).

Getting a refund? The deal was that we pay up front for the promotional year. We have 30 days during which we could cancel and get every penny back, after which we are locked in for the balance of the year. Subsequent years can have their plans changed from annual to semi-0annual to quarterly, to monthly. But the first year is all or nothing and this is covered in the fine print.

If you buy a Fiat, don't expect to be treated the same at your dealership as you would had you bought a Ferrari.

What happened to standing behind their product? Their website says:
"We have established a leadership position in the industry by providing clients with affordable and reliable service to both Residential and Business users."

How is this reliable if I don't have internet service for now 4 days and counting?? Bell came by today and confirmed everything is fine, it's the modem that's defective. Still have not received the modem that was apparently sent overnight courier on Monday and please don't give them the blame the courier line. If there was an ounce of customer service at Acanac, another modem would have been sent out to me once I informed them it did not arrive. I have no tracking number to follow up on, I am just expected to wait until someday when this modem shows up.

By the way, how is it that you call them a budget provider when I am paying pretty much the same price that I just paid Rogers for my cable internet service? I'm on my 2nd year with Acanac so I'm not paying $18.95 anymore, I'm paying $33.95 + $8 for a dry loop connection. And is it their budget service that explains their "F" rating at the Better Business Bureau? Apparently the BBB doesn't even think this is acceptable but for some reason you are advocating for them! Let me guess you're the same guy that would tell all those poor Toyota owners, tough luck on the recall issue, should have bought a Benz!

agiga

Feb 3rd, 2010, 10:51 PM

fredsmith

Feb 4th, 2010, 06:43 AM

What happened to standing behind their product? Their website says:
"We have established a leadership position in the industry by providing clients with affordable and reliable service to both Residential and Business users."

How is this reliable if I don't have internet service for now 4 days and counting?? Bell came by today and confirmed everything is fine, it's the modem that's defective. Still have not received the modem that was apparently sent overnight courier on Monday and please don't give them the blame the courier line. If there was an ounce of customer service at Acanac, another modem would have been sent out to me once I informed them it did not arrive. I have no tracking number to follow up on, I am just expected to wait until someday when this modem shows up.

By the way, how is it that you call them a budget provider when I am paying pretty much the same price that I just paid Rogers for my cable internet service? I'm on my 2nd year with Acanac so I'm not paying $18.95 anymore, I'm paying $33.95 + $8 for a dry loop connection. And is it their budget service that explains their "F" rating at the Better Business Bureau? Apparently the BBB doesn't even think this is acceptable but for some reason you are advocating for them! Let me guess you're the same guy that would tell all those poor Toyota owners, tough luck on the recall issue, should have bought a Benz!

Acanac's service is reliable, because MOST people have service that works without issue. Also, bear in mind that much of what Acanac provides is beyond their direct control.

I'm trying hard not to come across as a fanboy, but your attitude is pretty difficult because your expectations are somewhat unreasonable.

Toyota's problems are largely political - but I don't want to get into that right now.

But if you had tire problems with your Benz you'd get really upset with them - Because they would tell you that you need to deal with the tire manufacturer to resolve it because it isn't their problem. I know. I've been there.

But your car DOES break and sometimes it takes a week to get the parts - here it seems your modem has gone defective and you report that they've shipped you a replacement -of course you could have taken a $20 billl out of your pocket at any time and just purchased a new modem if you were unwilling to wait - if you live in Toronto or environs you could have driven to their offices to pick up the replacement.

You say you have no tracking number . . . . so, get pro-active and ask for one. If the time for delivery has passed the contact them and ask them to ship a second one and that you'll cover the freight if the original one does arrive.

You didn't get uncapped traffic from Rogers and Rogers likely didn't give you your first year without a startup charge nor for $19 a month including tax (yes, I know they now charge GST) - it is also likely that Rogers charged you for your modem, by the way so you are comparing apples to oranges.

Rogers' $36 package is capped at 25 gigs and provides 256K upload (compared to 800K for DSL )and 3 megs down (compared to 5 megs), all, of course subject to the speed constraints that DSL imposes based on where you live - but that isn't an Acanac issue, per se.

I'm signing off on this one, but perhaps you'd be further along if you'd do something to help yourself instead of complainng in a public forum.

Imelda_Acanac

Feb 4th, 2010, 09:14 AM

Bell is the major provider for phone and internet
and they can offer faster speeds with Fibe plans
on fiber optic for those willing to pay more but
they have limited GB caps and usage based billing.
Acanac offers unlimited up to 5Mb residential
and 6Mb business and its dsl customers have free
access to its fiber optic network with online pc and
browsing 10M+ , online storage, ssh tunnel workaround
from throttling, but if you are willing to pay more, you
can also get a Zazeen acount too http://www.zazeen.com/ .

Imelda O. Suzara
Acanac Rep

Bells subscribers will get ADSL2+ profile
Acanac will get only ADSL profile from Bell

ADSL2 is much better for far located subs.

There is very good graph in the forum (see the last one)
http://www.dslreports.com/forum/r230...ne-Attenuation

Imelda, I have already told you that my neighbor gets 10M (sometimes 7 M) with Bell in my apartment building. If you only could convince Acanac move from "Fiat" mentality to "Honda", Acanac would get a lot of grateful and loyal customers.

The problem in Bell - not in Acanac
Bell does not want to give new ADSL2+ profiles for third party providers even if your modem can accept this new protocol.
Bell is owner of this service and monopolist.
Bell wants you to be its subscriber and gets your money for their "Ferrari"

Vasyl

Feb 4th, 2010, 09:35 AM

its dsl customers have free
access to its fiber optic network with online pc and
browsing 10M+
Imelda O. Suzara
Acanac Rep

If you could explain please how it works, you help would be very much appreciated.

EPcjay

Feb 4th, 2010, 03:52 PM

I canceled my service recently and need to return the modem. Can I deliver the modem myself to your office? I feel theres no need to pay a courier service when your just down the street.

Thanks

Imelda_Acanac

Feb 4th, 2010, 03:55 PM

You can get access to use the fast fiber optic with
free online pc and storage, emails and ssh tunnel by
emailing your username to support@acanac.com
and http://www.acanac.com/Login-Section.html .

In Acanac's community forum, you can read about it
http://community.acanac.com/acanac/viewforum.php?f=44
and http://community.acanac.com/acanac/viewtopic.php?f=21&t=11264

Imelda O. Suzara
Acanac Rep

If you could explain please how it works, you help would be very much appreciated.

Vasyl

Feb 4th, 2010, 04:14 PM

agiga

Feb 4th, 2010, 10:52 PM

Acanac's service is reliable, because MOST people have service that works without issue. Also, bear in mind that much of what Acanac provides is beyond their direct control.

I'm trying hard not to come across as a fanboy, but your attitude is pretty difficult because your expectations are somewhat unreasonable.

Toyota's problems are largely political - but I don't want to get into that right now.

But if you had tire problems with your Benz you'd get really upset with them - Because they would tell you that you need to deal with the tire manufacturer to resolve it because it isn't their problem. I know. I've been there.

But your car DOES break and sometimes it takes a week to get the parts - here it seems your modem has gone defective and you report that they've shipped you a replacement -of course you could have taken a $20 billl out of your pocket at any time and just purchased a new modem if you were unwilling to wait - if you live in Toronto or environs you could have driven to their offices to pick up the replacement.

You say you have no tracking number . . . . so, get pro-active and ask for one. If the time for delivery has passed the contact them and ask them to ship a second one and that you'll cover the freight if the original one does arrive.

You didn't get uncapped traffic from Rogers and Rogers likely didn't give you your first year without a startup charge nor for $19 a month including tax (yes, I know they now charge GST) - it is also likely that Rogers charged you for your modem, by the way so you are comparing apples to oranges.

Rogers' $36 package is capped at 25 gigs and provides 256K upload (compared to 800K for DSL )and 3 megs down (compared to 5 megs), all, of course subject to the speed constraints that DSL imposes based on where you live - but that isn't an Acanac issue, per se.

I'm signing off on this one, but perhaps you'd be further along if you'd do something to help yourself instead of complainng in a public forum.

Fanboy, that's a good self description for you.

The reason I post here is to tell everyone else of my experience so they are aware of some of the challenges they may face. Acanac had their opportunity to resolve this and they didn't so I went with Rogers. They obviously don't care about customer retention or they would follow up with me rather than me follow up with them. I've already contacted them advising that I have not received the modem and they have not responded to me, what does that say?

4public

Feb 5th, 2010, 07:47 AM

Hi Imelda,
Your answer is not we are asking about.
I can simplify my question:
Does Acanac provide ADSL2+ profiles for its subs with 5000/800? (Bell does it for its subs)
We need to get only confirmation that Bell provides ADSL2+ profiles for modems. Acanac cannot do it - you use Bell profiles and Bell does provide only ADSL profiles for third party companies.

Both ADSL and ADSL2 profiles can be limited by 5000/800 bandwidth by provider's configuration

If you are 4 km from the switch - no chance to get 5000 with ADSL, but 100% chance if you have ADSL2 profile (this is a main advantage we are looking for)

It is hard to get more than 5000 downstream bandwidth using ADSL profile even if it is configured 8000/800 , but much easier with more progressive protocol ADSL2+

ADSL and ADSL2+ are similar protocols of DSL (it is not fiber optic) - the second one is more progessive and has to be supported by modem too (your modems SpeedTouch 5xx can do it

Bell is the major provider for phone and internet
and they can offer faster speeds with Fibe plans
on fiber optic for those willing to pay more but
they have limited GB caps and usage based billing.
Acanac offers unlimited up to 5Mb residential
and 6Mb business and its dsl customers have free
access to its fiber optic network with online pc and
browsing 10M+ , online storage, ssh tunnel workaround
from throttling, but if you are willing to pay more, you
can also get a Zazeen acount too http://www.zazeen.com/ .

Imelda O. Suzara
Acanac Rep

fredsmith

Feb 5th, 2010, 08:14 AM

Fanboy, that's a good self description for you.

The reason I post here is to tell everyone else of my experience so they are aware of some of the challenges they may face. Acanac had their opportunity to resolve this and they didn't so I went with Rogers. They obviously don't care about customer retention or they would follow up with me rather than me follow up with them. I've already contacted them advising that I have not received the modem and they have not responded to me, what does that say?

Actually, statements like 'what happened to standing behind their product' and 'How is this reliable if' are not descriptions of your situation, but are comparative criticisms, based on incomplete information.

Then questioning the fact that Acanac is a budget provider by using an unbalanced comparison takes it a step further.

Since you are in your second year, if you are so inconvenienced by your ISP, why not just go back to the Rogers subscription that you were 'paying pretty much the same price that I just paid Rogers for my cable internet service'?

Imelda_Acanac

Feb 5th, 2010, 09:19 AM

When you want to return the modem for refund
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com
and they will inform the billing department and after
2 weeks if its condition is accepted as working, you will
get a refund by credit card or cheque if you are returning it.

Imelda O. Suzara
Acanac Rep

I canceled my service recently and need to return the modem. Can I deliver the modem myself to your office? I feel theres no need to pay a courier service when your just down the street.

Thanks

Imelda_Acanac

Feb 5th, 2010, 09:35 AM

https://cyberstore.tpg.com.au/images/migrate_faq2.gif

Since ADSL, ADSL2 and ADSL2+ all use the same copper
phone lines, distance is still a limiting factor for speeds.
Ask Bell about its dsl internet plans with your address they
can tell you if your location is capable of ADSL2+ speeds
or if there are fiber optic lines in your area for Fibe plans.
Acanac only offers 5M/800K and even if some customers lines
are capable of faster speeds, Bell audits will lower them.
I have seen some activated at 12M then lowered.

Refer to http://www.tpg.com.au/dslam/faq.php

Imelda O. Suzara
Acanac Rep

Hi Imelda,
Your answer is not we are asking about.
I can simplify my question:
Does Acanac provide ADSL2+ profiles for its subs with 5000/800? (Bell does it for its subs)
We need to get only confirmation that Bell provides ADSL2+ profiles for modems. Acanac cannot do it - you use Bell profiles and Bell does provide only ADSL profiles for third party companies.

Both ADSL and ADSL2 profiles can be limited by 5000/800 bandwidth by provider's configuration

If you are 4 km from the switch - no chance to get 5000 with ADSL, but 100% chance if you have ADSL2 profile (this is a main advantage we are looking for)

It is hard to get more than 5000 downstream bandwidth using ADSL profile even if it is configured 8000/800 , but much easier with more progressive protocol ADSL2+

ADSL and ADSL2+ are similar protocols of DSL (it is not fiber optic) - the second one is more progessive and has to be supported by modem too (your modems SpeedTouch 5xx can do it

4public

Feb 5th, 2010, 10:26 AM

In my case I have only 3.5 Mb max with Acanac (~ 4km ) using ADSL profile
and could get 5 Mb max if I would be Bell customer ( with ADSL2+ profile)

It is exactly what my neighbor has with basic Bell DSL plan - everything is identical as i have - profiles are only difference :cheesygri

Let me know when Bell allows you to get ADSL2+ profiles for us too

https://cyberstore.tpg.com.au/images/migrate_faq2.gif

Since ADSL, ADSL2 and ADSL2+ all use the same copper
phone lines, distance is still a limiting factor for speeds.
Ask Bell about its dsl internet plans with your address they
can tell you if your location is capable of ADSL2+ speeds
or if there are fiber optic lines in your area for Fibe plans.
Acanac only offers 5M/800K and even if some customers lines
are capable of faster speeds, Bell audits will lower them.
I have seen some activated at 12M then lowered.

Refer to http://www.tpg.com.au/dslam/faq.php

Imelda O. Suzara
Acanac Rep

Vasyl

Feb 5th, 2010, 10:37 AM

Imelda_Acanac

Feb 7th, 2010, 07:53 AM

Sometimes I double check at the Bell website when Portal
does not show if it is available. Usually if Bell can provide
service, so can Acanac but only up to 5M residential or
6M business. You can ask Bell to check if ADSL2+ is
possible for your home. It would be wonderful if both the
line and modem could reach high speeds even for far away
customers, who at this point are being disappointed with
no dsl service available or with lower speeds.

Imelda O. Suzara
Acanac Rep

In my case I have only 3.5 Mb max with Acanac (~ 4km ) using ADSL profile
and could get 5 Mb max if I would be Bell customer ( with ADSL2+ profile)

It is exactly what my neighbor has with basic Bell DSL plan - everything is identical as i have - profiles are only difference :cheesygri

Let me know when Bell allows you to get ADSL2+ profiles for us too

fredsmith

Feb 7th, 2010, 09:28 AM

+1. (2.1Mb max) My neighbor with Bell - 10 Mb.

I wonder if you shouldn't file a formal complaint with the CRTC over this one?

Bell is *NOT* supposed to be cherry-picking - they operate their internet service as separate divisions for the service and for the 'outside plant' (cabling). So they are supposed to be independent in cable and DSLAM port assignment. But clearly they are not.

Bell's entire argument to the CRTC was that they can't compete fairly under the present rules, can't afford to build out their network and don't have the capacity to deliver the product.

Yet they just announced their new initiatives like fibe-25 and fiber to home and such - so much for 'can't afford'. And the fact that you are expected to be satisfied with 2 megs while your neighbour, who is clearly on a pair in the same cable as you runs at five times that rate - an explanation is due you . . . in fact have you tried speaking to Bell yourself?

If they can't explain why your neightbour gets 10 meg service and you are stuck at 2, then perhaps the wall can be knocked down though political activism.

The complaint must be formal, mind you.

Are you up to the task?

Imelda_Acanac

Feb 7th, 2010, 11:08 AM

I tried chatting online with a Bell rep and for anyone interested
in faster speeds over fiber optic or adsl2+ etc., just chat with
Bell reps who can find out if your area has it by giving your phone
number or address.

Copy of chat excerpt:
Subject: Transcript of your chat
From: "LPAdmin" <bell.direct@bell.ca>
Date: Sun, February 7, 2010 12:02 pm
To: imeldas@acanac.com
Priority: Normal
Options: View Full Header | View Printable Version | Download this as a file

Bell General English Exit: Request for Chat Transcript

General Info
Chat start time Feb 7, 2010 11:12:47 AM EST
Chat end time Feb 7, 2010 12:02:40 PM EST
Duration (actual chatting time) 00:49:53
Operator Erica

Chat Transcript
info: A chat representative will be with you in about 1 minute(s). Thank you for waiting.
info: Chat representative Erica has joined the session and is ready to help. To start, please provide your name and home phone number.
Erica: Hello, thank you for visiting bell.ca. How may I help you today?
You: What's the difference between Fibe6 and Performance plan? Is it only copper vs fiber optic?
You: speeds and prices are the same
Erica: Sure, I can definitely help you with your request.
You: they look like the same offer price and speeds
You: $31.95 up to 6M
Erica: Yes you are correct.
You: so whats the difference
Erica: The difference would be the fiber optic and the copper alone.
Erica: However the speed would be the same.
Erica: The fiber optic is more reliable then the copper.
You: do you know why in some areas, one customer will get 10M and another only 2M?
You: so Fibe plans are better?
Erica: Yes they are.
You: is it based on distance from CO too?
Erica: Yes that would be there.
Erica: May I have name and province for better interaction in the chat?
You: Imelda in Ontario
You: so fiber optic plans are based on distance too? slower if farther?
You: what about adsl2+ speeds vs adsl?
Erica: Hi Imelda.
You: can far away customers get Fibe plans
You: and get the faster speeds
Erica: That mainly depends on the distance between the address and central office.
You: what about adsl2+ is supposedly faster than adsl
You: is that because they are on fiber optic
You: or on copper lines
Erica: Yes they would be faster and give better performance then the copper.
Erica: Could you please tell me whether you have any service with Bell?
You: I did have a phone but I switched it to Yak, a reseller. Just wondering whether Fibe plan would be faster for my area.
You: but I checkd address and it showed only up to Fibe 6
You: which areas get Fibe 25
You: my phone 416xxxxxxx
Erica: We do not have those details.
Erica: I can check the Internet availability with your address or Bell home phone number
You: can you check to be sure on my phone 416xxxxxxx
Erica: Sure is that Bell home phone number?
You: it is the same phone I had with Bell before I had it ported over to Yak
You: which Fibe plan can I get
Erica: I apologize we need the Bell active home phone number to check that.
You: but your website allows non customers to check address and phone
You: it does sometimes
Erica: Sure let me check that with other tool.
Erica: Please give me a minute.
You: ok thanks
Erica: You are welcome.
Erica: Thank you for staying online while I look into this for you.
Erica: I am glad to say that the Bell Internet services are available at your area.
Erica: You can go for Fibe 25.
You: how much would it be with a home phone
You: total price bundle together
Erica: Fibe 25 Internet is our new next generation fibre optic network. You will receive download speeds of up to 25Mbps and uploads of up to 7 Mbps.
Erica: This service includes a bandwidth of 75 GB, Bell Internet Security Advanced and our wireless home networking N series modem for $52.95/month for the first 12 months only in a bundle with $6.95 modem rental.

Imelda O. Suzara
Acanac Rep

+1. (2.1Mb max) My neighbor with Bell - 10 Mb.

I wonder if you shouldn't file a formal complaint with the CRTC over this one?

Bell is *NOT* supposed to be cherry-picking - they operate their internet service as separate divisions for the service and for the 'outside plant' (cabling). So they are supposed to be independent in cable and DSLAM port assignment. But clearly they are not.

Bell's entire argument to the CRTC was that they can't compete fairly under the present rules, can't afford to build out their network and don't have the capacity to deliver the product.

Yet they just announced their new initiatives like fibe-25 and fiber to home and such - so much for 'can't afford'. And the fact that you are expected to be satisfied with 2 megs while your neighbour, who is clearly on a pair in the same cable as you runs at five times that rate - an explanation is due you . . . in fact have you tried speaking to Bell yourself?

If they can't explain why your neightbour gets 10 meg service and you are stuck at 2, then perhaps the wall can be knocked down though political activism.

The complaint must be formal, mind you.

Are you up to the task?

4public

Feb 8th, 2010, 09:47 PM

Bell is an owner of your modem's profiles. Acanac just orderes these profiles for you.

I wonder if you shouldn't file a formal complaint with the CRTC over this one?

Bell is *NOT* supposed to be cherry-picking - they operate their internet service as separate divisions for the service and for the 'outside plant' (cabling). So they are supposed to be independent in cable and DSLAM port assignment. But clearly they are not.

Bell's entire argument to the CRTC was that they can't compete fairly under the present rules, can't afford to build out their network and don't have the capacity to deliver the product.

Yet they just announced their new initiatives like fibe-25 and fiber to home and such - so much for 'can't afford'. And the fact that you are expected to be satisfied with 2 megs while your neighbour, who is clearly on a pair in the same cable as you runs at five times that rate - an explanation is due you . . . in fact have you tried speaking to Bell yourself?

If they can't explain why your neightbour gets 10 meg service and you are stuck at 2, then perhaps the wall can be knocked down though political activism.

The complaint must be formal, mind you.

Are you up to the task?

4public

Feb 8th, 2010, 09:57 PM

Hi Imelda,
Technical experience of that Erica is almost 0%

About Bell's fiber optic - I guess it is just marketing name of ADSL2+
They can do this provisioning with fast profiles for modems located close to switches (Fiber to optic switch).
Let's check what type of modems are delivered to customers with this plan
As I know Bell does not allow to use other modems - you have to rent modem for additional fee :cheesygri

I tried chatting online with a Bell rep and for anyone interested
in faster speeds over fiber optic or adsl2+ etc., just chat with
Bell reps who can find out if your area has it by giving your phone
number or address.

Copy of chat excerpt:
Subject: Transcript of your chat
From: "LPAdmin" <bell.direct@bell.ca>
Date: Sun, February 7, 2010 12:02 pm
To: imeldas@acanac.com
Priority: Normal
Options: View Full Header | View Printable Version | Download this as a file

Bell General English Exit: Request for Chat Transcript

General Info
Chat start time Feb 7, 2010 11:12:47 AM EST
Chat end time Feb 7, 2010 12:02:40 PM EST
Duration (actual chatting time) 00:49:53
Operator Erica

Chat Transcript
info: A chat representative will be with you in about 1 minute(s). Thank you for waiting.
info: Chat representative Erica has joined the session and is ready to help. To start, please provide your name and home phone number.
Erica: Hello, thank you for visiting bell.ca. How may I help you today?
You: What's the difference between Fibe6 and Performance plan? Is it only copper vs fiber optic?
You: speeds and prices are the same
Erica: Sure, I can definitely help you with your request.
You: they look like the same offer price and speeds
You: $31.95 up to 6M
Erica: Yes you are correct.
You: so whats the difference
Erica: The difference would be the fiber optic and the copper alone.
Erica: However the speed would be the same.
Erica: The fiber optic is more reliable then the copper.
You: do you know why in some areas, one customer will get 10M and another only 2M?
You: so Fibe plans are better?
Erica: Yes they are.
You: is it based on distance from CO too?
Erica: Yes that would be there.
Erica: May I have name and province for better interaction in the chat?
You: Imelda in Ontario
You: so fiber optic plans are based on distance too? slower if farther?
You: what about adsl2+ speeds vs adsl?
Erica: Hi Imelda.
You: can far away customers get Fibe plans
You: and get the faster speeds
Erica: That mainly depends on the distance between the address and central office.
You: what about adsl2+ is supposedly faster than adsl
You: is that because they are on fiber optic
You: or on copper lines
Erica: Yes they would be faster and give better performance then the copper.
Erica: Could you please tell me whether you have any service with Bell?
You: I did have a phone but I switched it to Yak, a reseller. Just wondering whether Fibe plan would be faster for my area.
You: but I checkd address and it showed only up to Fibe 6
You: which areas get Fibe 25
You: my phone 416xxxxxxx
Erica: We do not have those details.
Erica: I can check the Internet availability with your address or Bell home phone number
You: can you check to be sure on my phone 416xxxxxxx
Erica: Sure is that Bell home phone number?
You: it is the same phone I had with Bell before I had it ported over to Yak
You: which Fibe plan can I get
Erica: I apologize we need the Bell active home phone number to check that.
You: but your website allows non customers to check address and phone
You: it does sometimes
Erica: Sure let me check that with other tool.
Erica: Please give me a minute.
You: ok thanks
Erica: You are welcome.
Erica: Thank you for staying online while I look into this for you.
Erica: I am glad to say that the Bell Internet services are available at your area.
Erica: You can go for Fibe 25.
You: how much would it be with a home phone
You: total price bundle together
Erica: Fibe 25 Internet is our new next generation fibre optic network. You will receive download speeds of up to 25Mbps and uploads of up to 7 Mbps.
Erica: This service includes a bandwidth of 75 GB, Bell Internet Security Advanced and our wireless home networking N series modem for $52.95/month for the first 12 months only in a bundle with $6.95 modem rental.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Feb 9th, 2010, 09:34 AM

I looked at Bell Fibe plans and it includes home installation
and a wireless N modem, not sure which brand but from an
online search there are some adsl2+ wireless N modem routers
combining both the modem and wireless router in one device.

Going wireless allows one home to share bandwidth. My home
setup has a Lynx210 adsl/adsl2+ modem router from Acanac
with 5M/800K line/modem connection with a wireless Airport Express
for 10 users sharing 'up to 54Mbps maximum data rate' within 50 ft 54Mb
and within 150 ft 11Mb, but the speeds of computers are only up to 5M.
Fibe speeds would be great but cost more and are limited by usage
so Acanac unlimited 5M plan is enough for now to view videos, play
games, browse, email, etc.

Refer
http://www.bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page
http://www.netgear.com/Products/RoutersandGateways/WirelessNRoutersandGateways/DGN2000.aspx?detail=Specifications
http://www.pricebat.ca/TP-Link-TD-W8960N-Wireless-N-ADSL2-Modem-Router-with-4-Port-10-100-802-11B-G-N.p_10102757/
http://www.apple.com/airportexpress/

Imelda O. Suzara
Acanac Rep

Hi Imelda,
Technical experience of that Erica is almost 0%

About Bell's fiber optic - I guess it is just marketing name of ADSL2+
They can do this provisioning with fast profiles for modems located close to switches (Fiber to optic switch).
Let's check what type of modems are delivered to customers with this plan
As I know Bell does not allow to use other modems - you have to rent modem for additional fee :cheesygri

Imelda_Acanac

Feb 9th, 2010, 12:58 PM

From a group chat session, Acanac's tech manager sent
these photo links to explain how connection sync goes
from the Central Office to a customer's home.
This box is outside a house and usually a Bell tech
will check only to this box outside for 'sync to premise'
http://www.newroadstelecom.net/siteimages/phonebox1.jpg
and the customer should do speed tests from this inside box phone jack
which may be in the basement of their house
http://img176.imageshack.us/img176/7959/photoutg.jpg

For apartment and condo buildings, there are risers per floor
and a terminal room for all.

Imelda O. Suzara
Acanac Rep

Chipp

Feb 9th, 2010, 03:16 PM

Two quick questions:

1. Is the additional 8/month for dry loop paid up front for 1 year as well (to get the new customer 1-year pricing)?
2. Is it possible to get the 1-year service (paid up front), and switch the account holder over after 4 months, to a new person for the remaining 8 months?

Thanks!

Imelda_Acanac

Feb 10th, 2010, 10:30 AM

Thank you for considering Acanac as your isp!
Here are your answers:
1. Dry loop can be paid monthly $8 plus tax with a credit card
or yearly $8 x 12 months = $96 plus tax. Either way is okay.
2. For dsl to get the promo deal price for the first year, it has
to be pre paid for the year. To switch account holder or for
any changes in the account, there is a procedure to follow.
Changes in Account and Moving
Current customer on account faxes to billing their photo i.d. with address and
gives info on the new account holder. If the address changes and phone number,
email moving@acanac.com 2 weeks ahead.

Imelda O. Suzara
Acanac Rep

Two quick questions:

1. Is the additional 8/month for dry loop paid up front for 1 year as well (to get the new customer 1-year pricing)?
2. Is it possible to get the 1-year service (paid up front), and switch the account holder over after 4 months, to a new person for the remaining 8 months?

Thanks!

yuppy

Feb 11th, 2010, 10:33 AM

Hi there,

i've tried to search for this, but came up empty handed. Can you provide me a list of modems supported by Acanac?

thanks,
yuppy.

Imelda_Acanac

Feb 11th, 2010, 12:52 PM

Imelda_Acanac

Feb 12th, 2010, 08:40 AM

http://i749.photobucket.com/albums/xx132/ImeldaOrtegaSuzara/googleacanacbuzzer.jpg

I did a Google search on Acanac yesterday and saw a text ad
'Acanac? Try Vbuzzer' and it links to Vbuzzer website.
Unsure, I asked Joleen, Acanac's General Sales Manager about it
and she replied to ask Paul, President. His reply,
'They are using Google add words. It's paid advertising from Google.'

Vbuzzer offers voip and so does Acanac. Maybe Google links
companies that offer similar services.

Imelda O. Suzara
Acanac Rep

fredsmith

Feb 12th, 2010, 10:58 AM

Interesting that the Acanac information says you do ADSL2+

Imelda_Acanac

Feb 12th, 2010, 12:28 PM

Modems from Acanac are capable of adsl2+ but the line
profiles are kept down by Bell to adsl speeds only.

Imelda O. Suzara
Acanac Rep

Interesting that the Acanac information says you do ADSL2+

fredsmith

Feb 12th, 2010, 12:42 PM

Uh, no. That's not what I'm referring to - look at the google search result you posted . . . it says that Acanac specializes in DSL and ADSL2+ . . . .

http://i749.photobucket.com/albums/xx132/ImeldaOrtegaSuzara/googleacanacbuzzer.jpg

theguyz

Feb 12th, 2010, 05:06 PM

Hi,

I just signed up today and haven't received any emails yet that ordered accepted etc. Signed up for year personal, and wondering when to be set up currently with BELL and wish to know when to compare speeds etc.

I understand with holiday ( monday ) will not see your modem till late next week earliest.

volodyan

Feb 12th, 2010, 07:29 PM

fredsmith

Feb 12th, 2010, 10:07 PM

What is the procedure of not renewing subscription for the second year? I used the form on their cite to contact their billing department first several months ago, then several weeks ago requesting not to renew the service (up for renewal this March) but got no reply at all!!! :mad:
All requests are responded to by an automated process that opens a ticket and confirms this to you with an e-mail.

If you don't get the e-mail then either the request was not processed (not likely, since it is a simple confirmation that the request was entered to their ticket database) or (more likely) the confirmation went to your SPAM folder.

Find it (them?) and then follow up by clicking on the links contained in the messages.

volodyan

Feb 13th, 2010, 12:46 AM

You are right. Found the replies in Gmail spam.

All requests are responded to by an automated process that opens a ticket and confirms this to you with an e-mail.

If you don't get the e-mail then either the request was not processed (not likely, since it is a simple confirmation that the request was entered to their ticket database) or (more likely) the confirmation went to your SPAM folder.

Find it (them?) and then follow up by clicking on the links contained in the messages.

kareshi

Feb 13th, 2010, 07:07 AM

You are right. Found the replies in Gmail spam.

Yes, Acanac's emails always go to spam box for some reasons

alextruong

Feb 13th, 2010, 11:10 PM

Im located in Montreal and im looking for an ISP right now... how is Acanac for online gaming? And how is it compare to Teksavvy, radioactif, velcom and others?

Videotron seems to be too expensive for me (42$ for 7.5mbps, 30gb cap) and Bell fiber 12 seems ok with me but I dont know about reliability.

Im looking to sign up this upcoming week. Any recommandation? I dont donwload much stuff but I know I need more than 30GB so videotron is a no go for now.

Imelda_Acanac

Feb 14th, 2010, 08:08 AM

I asked Paul Louro, President about this and his reply,
'The modems support ADSL 2+ however the CRTC has yet to grant access to
the higher speeds. It was suppose to happen last year however it's been
delayed at least until Sept of this year.
As of yet we have no packages on the site that state ADSL2 +. Only when
the CRTC and Bell give us the go ahead will we list the packages on the
site.'

Imelda O. Suzara
Acanac Rep

Uh, no. That's not what I'm referring to - look at the google search result you posted . . . it says that Acanac specializes in DSL and ADSL2+ . . . .

http://i749.photobucket.com/albums/xx132/ImeldaOrtegaSuzara/googleacanacbuzzer.jpg

Imelda_Acanac

Feb 14th, 2010, 08:21 AM

Please email billing@acanac.com before your term date
with your cancellation request and the reason why.
An automated reply with ticket number
will be sent and then billing will confirm it.
A 'no' will be put in Autorenewal
so that your account will not be billed again.
You can pm your username so I can check
because you should have received an autoreply
with ticket number by emailing any department.

Imelda O. Suzara
Acanac Rep

What is the procedure of not renewing subscription for the second year? I used the form on their cite to contact their billing department first several months ago, then several weeks ago requesting not to renew the service (up for renewal this March) but got no reply at all!!! :mad:

Imelda_Acanac

Feb 14th, 2010, 10:48 AM

Free Games Online Websites
http://freeonlinegames.com/
http://www.addictinggames.com

I play the above online games with Acanac 5M/800K speeds
and most are playable without any lagging.

Open Ports Behind Firewall
Go to http://192.168.1.1 (lynx or aztech)
or http://192.168.254.254 (speedstream)
Enter by using 'admin', 'admin',
click on Advanced, under Firewall, click on
Port Forwarding and select Games with
list and Add, and Apply. Or enable DMZ.
Refer to http://www.homenethelp.com/web/explain/port-forwarding-dmz.asp
Or add New and choose User
http://community.acanac.com/acanac/viewtopic.php?f=9&t=10043&hilit=port+forwarding

Imelda O. Suzara
Acanac Rep

Im located in Montreal and im looking for an ISP right now... how is Acanac for online gaming? And how is it compare to Teksavvy, radioactif, velcom and others?

Videotron seems to be too expensive for me (42$ for 7.5mbps, 30gb cap) and Bell fiber 12 seems ok with me but I dont know about reliability.

Im looking to sign up this upcoming week. Any recommandation? I dont donwload much stuff but I know I need more than 30GB so videotron is a no go for now.

Xboxgp

Feb 16th, 2010, 05:21 PM

My experience with Acanac will be very short-lived. I signed up, got charged right away, router came in about a week later. Tried the router, and my speeds are at Download 500ish kbps, Upload 400kbps. That's right, KBps. I understand it depends on your area, but yikes, that's just brutal.
I submitted a ticket, called the service line as instructed by the manager who left me a voicemail. Waited exactly 21 minutes on hold before I got to talk to someone, and the person initially instructed me no managers were available. I said I wanted to cancel on the spot, eventually got transferred to the manager.
It's too bad, I honestly wanted to give my money to someone else other than Rogers, but guess my search continues.
I'd say to anyone interested in switching to Acanac, call first or submit a ticket with your location to see what kind of speeds you may get. If they're not to your liking, AVOID! The customer service line is just horrid, and I'd be SOL if I had already canceled with Rogers.

kareshi

Feb 16th, 2010, 06:10 PM

fredsmith

Feb 16th, 2010, 06:59 PM

Xboxgp

Feb 16th, 2010, 07:44 PM

Did you check if it may be your line condition?

I don't know, the lines seem fine to me. A bell tech came over to install Dry Loop and looked at the lines, he didn't seem to see any issues.

Well, which is it? kbps? Or KBps?

I get ~620 up and ~3200 kbps (that's the equivalent of 400 KBps) down

And, how were you testing?

The only valid way to test is to use Acanac's speed test at www.acanac.ca/speedtest

Sorry, kbps. Yes I was using the Acanac speed test, here are the results from a few hours ago:
Download: 535kbps
Upload: 421kbps

Very sad, compared to my speeds with Rogers (using the Acanac test):
Download: 5917kbps
Upload: 470 kbps

I'm not trying to discourage people from using Acanac. I'd much rather give my money to them than Rogers. They have great prices. But check your "location from the CO" before subscribing, otherwise it's just a headache to try and reach them for support by phone.

Imelda_Acanac

Feb 17th, 2010, 09:47 AM

For recent activations, most customers who are dissatisfied
with the speeds and connection, will ask for staff to check
the profile speeds or help with configuration of their home setup.
Did you ask for a repair ticket to see if your connection can
be improved? Also, before signing up, asking for an estimation
of speeds helps because dsl internet speeds depend on distance
from the closest Central Office in your neighbourhood. If you
are still active with Acanac, please pm your username and I can
check your profile speeds to see if a repair ticket can improve it.
Customers who do not like waiting for live phone support, will
email support@acanac.com or post here or send me a pm.

Note: Rogers uses cable lines and Acanac uses phone lines for internet.
Dsl internet is dependent on distance while cable internet depends on the
number of subscribers using it in the area.
Video http://www.youtube.com/watch?v=VAHAFi0TsbE

Imelda O. Suzara
Acanac Rep

My experience with Acanac will be very short-lived. I signed up, got charged right away, router came in about a week later. Tried the router, and my speeds are at Download 500ish kbps, Upload 400kbps. That's right, KBps. I understand it depends on your area, but yikes, that's just brutal.
I submitted a ticket, called the service line as instructed by the manager who left me a voicemail. Waited exactly 21 minutes on hold before I got to talk to someone, and the person initially instructed me no managers were available. I said I wanted to cancel on the spot, eventually got transferred to the manager.
It's too bad, I honestly wanted to give my money to someone else other than Rogers, but guess my search continues.
I'd say to anyone interested in switching to Acanac, call first or submit a ticket with your location to see what kind of speeds you may get. If they're not to your liking, AVOID! The customer service line is just horrid, and I'd be SOL if I had already canceled with Rogers.

I don't know, the lines seem fine to me. A bell tech came over to install Dry Loop and looked at the lines, he didn't seem to see any issues.

Sorry, kbps. Yes I was using the Acanac speed test, here are the results from a few hours ago:
Download: 535kbps
Upload: 421kbps

Very sad, compared to my speeds with Rogers (using the Acanac test):
Download: 5917kbps
Upload: 470 kbps

I'm not trying to discourage people from using Acanac. I'd much rather give my money to them than Rogers. They have great prices. But check your "location from the CO" before subscribing, otherwise it's just a headache to try and reach them for support by phone.

jarko

Feb 21st, 2010, 08:36 AM

Acanac support is pretty lame overall, they are closed on weekends and only have email support, but how the fk am i supposed to email them when my internet is down

Imelda_Acanac

Feb 21st, 2010, 09:25 AM

Tech support by phone is available only on weekdays.
If your internet is down and you cannot email, post, or pm
you will have to wait until Monday to reach help by phone.
Although some customers use their cell phones to text
an email, a friend's or public library internet on the weekend
where tickets are replied to by email and on the forums.

Sorry for the inconvenience if it happens over the weekend.

Imelda O. Suzara
Acanac Rep

Acanac support is pretty lame overall, they are closed on weekends and only have email support, but how the fk am i supposed to email them when my internet is down

Imelda_Acanac

Feb 24th, 2010, 09:50 AM

Some internet news to keep an eye on, from Wikipedia:
'As of May 2009[update], a daily updated report projected that the IANA pool
of unallocated addresses would be exhausted in June 2011, with the various
Regional Internet Registries using up their allocations from IANA in March 2012.'
Refer to http://en.wikipedia.org/wiki/IPv6
Update from Acanac community forum, Paul Louro President:
'It will be at least 1 year before we start implementing it, however we may run tests
over the next few months.'
Refer to http://community.acanac.com/acanac/viewtopic.php?f=8&t=10946&start=0&st=0&sk=t&sd=a&hilit=ipv6

Some forums are already mentioning it and its meaning.
Devices and domain names that use ipv4 addresses on the internet
will be affected. Hopefully networks and servers will continue to
serve both ipv4 and ipv6 addresses. Phasing out ipv4 will be too costly
and time-consuming when old equipment are no longer recognized
and domain names of websites become inaccessible. At this point,
ipv6 is too new although it is supposed to improve routing of data traffic.
Try this Google test for ipv6 only connection http://ipv6.google.com/ and
read the explanation http://www.google.com/intl/en/ipv6/.

A solution at this transition point, suggested by technical support, to access
websites that are on ipv6 is to get a tunnel that can translate between ipv4 and ipv6.
Get a free tunnel account at http://tunnelbroker.net/ and configure your router
if it has ipv6 with ipv4 capability. Check your other equipment and browsers too.

Other forums discussion
http://www.dslreports.com/faq/ipvsix
http://www.redflagdeals.com/forums/10347231-post17/

Imelda O. Suzara
Acanac Rep

shadow_cruiser

Feb 24th, 2010, 10:33 AM

Imelda,

I called last year around October wanting to sign up. I did sign up and eventually cancelled because the reps realized DSL wasn't available in my area. I was told to call after December 2009 as the lines should be installed by then. I called today and its still not available. Would it be possible to check and see when it would be available?.

Only thing that's available in my area is Rogers and I'm not resorting to that:(

Imelda_Acanac

Feb 25th, 2010, 09:00 AM

I sent you an email about possible migration. Although some
customers addresses do not show in Portal, if the Bell
website shows that dsl internet is possible and Bell can
activate you, you can ask Acanac to migrate your internet
after while your port is active.

Refer to http://bell.ca/shopping/PrsShpInt_NewAccess.page?userType=NEW

Imelda O. Suzara
Acanac Rep

Imelda,

I called last year around October wanting to sign up. I did sign up and eventually cancelled because the reps realized DSL wasn't available in my area. I was told to call after December 2009 as the lines should be installed by then. I called today and its still not available. Would it be possible to check and see when it would be available?.

Only thing that's available in my area is Rogers and I'm not resorting to that:(

jkyc

Feb 28th, 2010, 04:25 AM

http://www.mercadolibre.com.ve/jm/img?s=MLV&f=16819380_4953.jpg&v=E
Acanac only supports modems that are sold: Lynx210,
Aztech 605EU and Speedstream 4100 and they are
preconfigured to simply plug in, exchangeable and
refundable but without obligation when you cancel.
You can call 1 866 281 3538 for technical support
Monday to Friday 9am to 12midnight ext4.
But some customers buy and configure their own
and there are tech moderators in the community
forum and others who help with problems for other brands
https://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0

Note: Starbridge Lynx 210 modem is the one I use but no longer made.
Refer: http://www.starbridge.net/

Imelda O. Suzara
Acanac Rep
but on your website it stated that
"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."
so does that mean I have to buy the modem to use your service? I got confused it said there is no obligation for your company to buy back the modem if I cxl the service. but in the msg your put on the forum u said that it is refundable. so which is the truth?

fredsmith

Feb 28th, 2010, 08:02 AM

but on your website it stated that
"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."
so does that mean I have to buy the modem to use your service? I got confused it said there is no obligation for your company to buy back the modem if I cxl the service. but in the msg your put on the forum u said that it is refundable. so which is the truth?
It has been explained a number of times that if you trash the modem they will not reimburse you - if it is returned in good condition, they will. But you knew that because you read the messages.

If you aren't certain of your ability to take care of their property, then rather than tying up $50 go out and spend half that much and buy one for yourself.

Imelda_Acanac

Feb 28th, 2010, 01:26 PM

Modem deposit includes: preconfigured for simple plug in,
technical support, exchangeable if defective while active customer,
at cancellation refundable if the condition is accepted as working.
Most customers get the refund when they return the modem.
Those that do not were possibly vandalized or damaged.

Imelda O. Suzara
Acanac Rep

but on your website it stated that
"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."
so does that mean I have to buy the modem to use your service? I got confused it said there is no obligation for your company to buy back the modem if I cxl the service. but in the msg your put on the forum u said that it is refundable. so which is the truth?

weedb0y

Feb 28th, 2010, 11:16 PM

Hi,

I recently referred someone and they have been on for more than 30 days. How do I get my credit?

Thanks,

Imelda_Acanac

Mar 1st, 2010, 08:05 AM

fredsmith

Mar 1st, 2010, 09:05 AM

You can also join Acanac's referral program
where each new customer you refer equals a free month
if they email billing@acanac.com with your name after their
initial 30 days.
By the 10th customer referral, you get it free for life!
Please read http://acanac.ca/Referral-Program.html

Imelda O. Suzara
Acanac Rep
Note that even if the FAQ doesn't state it, the program is 'like for like'.

If you are a residentiial DSL subscriber, you canl only collect referral credits for residential DSL subscribers you refer; Commercial DSL and VOIP would not count.

Likewise if you are a business DSL subscriber, you would not be credited for a residential account or VOIP account that you refer.

Feel free to ask me how I know.

elmst200

Mar 2nd, 2010, 08:19 AM

CSR

Mar 2nd, 2010, 08:43 AM

I just signed up with Acanac. My home is at Pickering (Atona/Sheppard). The speed I checked using www.speedtest.net last night is:

Download: 3.41 Mb/s
Upload: 0.65 Mb/s
ping: 25 ms

I noticed Acanac's advertised speed is 5Mb/s. How is my performance? Is this the speed most people get?

Yes, similar. located Agincourt, Scarborough

http://www.speedtest.net/result/734474121.png (http://www.speedtest.net)

Last Result:
Download Speed: 3359 kbps (419.9 KB/sec transfer rate)
Upload Speed: 417 kbps (52.1 KB/sec transfer rate)
Using this link - http://www.acanac.ca/speedtest/

weedb0y

Mar 2nd, 2010, 08:45 AM

I just signed up with Acanac. My home is at Pickering (Atona/Sheppard). The speed I checked using www.speedtest.net last night is:

Download: 3.41 Mb/s
Upload: 0.65 Mb/s
ping: 25 ms

I noticed Acanac's advertised speed is 5Mb/s. How is my performance? Is this the speed most people get?

That's not bad considering 5MB is the theoretical maximum in perfect conditions. With the TCP/IP overhead, its not possible to get real 5MB.

It also depends on your distance from Bell's CO as well. Acanac doesn't decide that. Bell does. From the looks of it, you are getting 4MB/s+ and speed test server can vary in speed during the day as well.

Imelda_Acanac

Mar 2nd, 2010, 09:04 AM

These 3 speed tests are useful to do.
1. Modem test (most accurate for line/modem sync and matches profile in Portal)
http://192.168.1.1
Modem Status
Link Status Connected
Us Rate (Kbps) 800
Ds Rate (Kbps) 5056

2. Acanac online speedtest (depends on data traffic)
Last Result:
Download Speed: 4052 kbps (506.5 KB/sec transfer rate)
Upload Speed: 610 kbps (76.3 KB/sec transfer rate)

3. Speedtest.net online (depends on data traffic)
Try the closest test server to you
http://www.speedtest.net/result/734478925.png (http://www.speedtest.net)

If any Acanac customer wants a profile reading, please pm your username.

Imelda O. Suzara
Acanac Rep

I just signed up with Acanac. My home is at Pickering (Atona/Sheppard). The speed I checked using www.speedtest.net last night is:

Download: 3.41 Mb/s
Upload: 0.65 Mb/s
ping: 25 ms

I noticed Acanac's advertised speed is 5Mb/s. How is my performance? Is this the speed most people get?

Yes, similar. located Agincourt, Scarborough

http://www.speedtest.net/result/734474121.png (http://www.speedtest.net)

Using this link - http://www.acanac.ca/speedtest/

stevelam

Mar 2nd, 2010, 09:20 AM

via acanac speedtest Last Result:
Download Speed: 4169 kbps (521.1 KB/sec transfer rate)
Upload Speed: 613 kbps (76.6 KB/sec transfer rate)

via speedtest.net
http://www.speedtest.net/result/734513830.png (http://www.speedtest.net)
i'm in queen west area

Imelda_Acanac

Mar 3rd, 2010, 08:17 AM

Another thread has a discussion on how some websites
get a lot of traffic from viewers and how this can slow it
down, sending and receiving data causes congestion...
Alexa.com keeps track of websites ranking by views and
country and globally http://www.alexa.com/topsites.
The top five: 1 Google, 2 Facebook, 3 Youtube, 4 Yahoo and 5 Live.
Acanac.com http://www.alexa.com/siteinfo/acanac.com
is 200,605 globally and 4,420 in Canada. Redflagdeals.com
http://www.alexa.com/siteinfo/redflagdeals.com is
3,441 globally and 82 in Canada.

Imelda O. Suzara
Acanac Rep

newt_101

Mar 4th, 2010, 07:56 AM

I live in Toronto and am looking for internet service beginning on March 23rd. I am looking for dry-loop service from Acanac and own my own modem. How long from the time I place an order through the phone/online until I receive service?

Thanks!

Imelda_Acanac

Mar 4th, 2010, 09:46 AM

Thank you for considering Acanac as your isp!
It takes up to 9 business days for dry loop dsl (no dial tone).
You can use promo code 'Redflag 3344'. Sign up online.

If you send me a pm with your full address with postal code,
I can check if Acanac serves your home address and estimated
speeds available.

Imelda O. Suzara
Acanac Rep

I live in Toronto and am looking for internet service beginning on March 23rd. I am looking for dry-loop service from Acanac and own my own modem. How long from the time I place an order through the phone/online until I receive service?

Thanks!

Imelda_Acanac

Mar 4th, 2010, 02:09 PM

There are some really short and useful video tutorials
online on Acanac's website with simple step by step
instructions on how to set up at home
http://www.acanac.ca/Tutorials.html
I just finished viewing the email instructions and
configured my Macbook Mail program for my
@acanac.net email using for incoming server
acanac.net and outgoing mailer2.acanac.net
server port 465 ssl.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Mar 12th, 2010, 09:18 AM

This technician charge for repairs requiring Bell tech visits to customers
homes, particularly where trouble is inside the home from inside wiring
and customer equipment, is currently in discussion in the staff chat room.
Acanac dsl customers, dry loop and regular, have to be informed about
the possible charge and agree to it before such repair tickets are opened to Bell.
This is not for repairing the inside wiring or equipment, it is only a diagnostic visit!
Bell only repairs for outside line work to ensure sync reaches premise (home).
Customer will still have to pay another independent tech to fix inside wiring or
if the modem is defective, exchange it or buy a new one.

Diagnostic Maintenance Charges. A maintenance charge will be applied to any
account as a result of a request for a diagnostic maintenance on a DSL account where
no fault was found on the Bell companies facilities or equipment. Should an internal jack
or line require installation or repair, Bell will charge us $99.95 + Tax and we will pass
that charge onto the client. For any work outside the residence no charges will be applied.

Refer to Terms & Conditions in user Agreement http://acanac.ca/User-Agreement.html.

Imelda O. Suzara
Acanac Rep

sumopak

Mar 15th, 2010, 07:19 AM

Hi Imelda, I need a ISP and I want to try acanac. here is my ph#:416-724-1662, I am currently with bell, also I have an old speedstream 5200 adsl modem would that work with acanac.

Cris (you can call me anytime today, I want to switch asap)

Imelda_Acanac

Mar 15th, 2010, 09:15 AM

Thank you for considering Acanac as your isp!
Service is available at the number you requested.
416-724-1662
Sync Rate: up to 5.0.

Your Speedstream5200 should work because Acanac
uses Speedstream4100, Aztech605EU and Lynx210.

I do not work on the phone but you can call Sales at
1 866 281 3538 x1 Monday to Friday 9am to 10pm
or just sign up online using Redflag 3344 promo code
https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html

Imelda O. Suzara
Acanac Rep

Hi Imelda, I need a ISP and I want to try acanac. here is my ph#:416-724-1662, I am currently with bell, also I have an old speedstream 5200 adsl modem would that work with acanac.

Cris (you can call me anytime today, I want to switch asap)

fredsmith

Mar 15th, 2010, 11:16 AM

Hi Imelda, I need a ISP and I want to try acanac. here is my ph#xxx-xxx-xxxx, I am currently with bell, also I have an old speedstream 5200 adsl modem would that work with acanac.

Cris (you can call me anytime today, I want to switch asap)

Thank you for considering Acanac as your isp!
Service is available at the number you requested.
xxx-xxx-xxxx
Sync Rate: up to 5.0.

Your Speedstream5200 should work because Acanac
uses Speedstream4100, Aztech605EU and Lynx210.

I do not work on the phone but you can call Sales at
1 866 281 3538 x1 Monday to Friday 9am to 10pm
or just sign up online using Redflag 3344 promo code
https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html

Imelda O. Suzara
Acanac Rep

Guys;

This is a very public forum. You should not be publishing personal phone numbers or providing other identifiable information.

Mykolas

Mar 15th, 2010, 11:33 PM

I've been active with Acanac for a few days now and am very pleased with the service; would highly recommend. Speeds are excellent, but more than that, my order process went as follows:

Saturday: complete sign-up form online
Monday: receive telephone call from Acanac saying service will be live Thursday night/Friday.
Tuesday: FedEx arrives with the DSL modem
Thursday night: service is live

So, 4 business days from order to activation, and I didn't have to chase anyone.

This was on a Bell telephone line with no existing DSL. As Bell requires 30 days notice to cancel the phone, I will won't be switching to dry loop for a few weeks yet. I expect there will be a couple days outage during the transition, but it will be worth it to escape Bell's ridiculous pricing policies ($8 for call display??)

As a side note, Acanac looks particularly good after my miserable experience trying to get Primus Canada hooked up. [As a new Costco Exec member, I picked up a pamphlet for Primus and thought I would get the Triple Value plan. To make a long story short, just over 2 weeks went by while I chased Primus multiple times trying to expedite the installation, and when they finally told me it would be 7-10 more business days before I was live, I gave up in frustration. Some of the delays were legit, what made me angry were their nonsensical and inefficient processes, and the fact that it was always me calling them to follow up and find out what the next hurdle was.]

Looking forward to trying Acanac's VOIP service next.

Imelda_Acanac

Mar 16th, 2010, 03:41 PM

It's great that some activations such as yours go
smoothly and well! I hope that your entire year will
be the same and you remain a customer.

Imelda O. Suzara
Acanac Rep

I've been active with Acanac for a few days now and am very pleased with the service; would highly recommend. Speeds are excellent, but more than that, my order process went as follows:

Saturday: complete sign-up form online
Monday: receive telephone call from Acanac saying service will be live Thursday night/Friday.
Tuesday: FedEx arrives with the DSL modem
Thursday night: service is live

So, 4 business days from order to activation, and I didn't have to chase anyone.

This was on a Bell telephone line with no existing DSL. As Bell requires 30 days notice to cancel the phone, I will won't be switching to dry loop for a few weeks yet. I expect there will be a couple days outage during the transition, but it will be worth it to escape Bell's ridiculous pricing policies ($8 for call display??)

As a side note, Acanac looks particularly good after my miserable experience trying to get Primus Canada hooked up. [As a new Costco Exec member, I picked up a pamphlet for Primus and thought I would get the Triple Value plan. To make a long story short, just over 2 weeks went by while I chased Primus multiple times trying to expedite the installation, and when they finally told me it would be 7-10 more business days before I was live, I gave up in frustration. Some of the delays were legit, what made me angry were their nonsensical and inefficient processes, and the fact that it was always me calling them to follow up and find out what the next hurdle was.]

Looking forward to trying Acanac's VOIP service next.

setell

Mar 16th, 2010, 06:25 PM

Excuse the newb question but what is the code Redflag 3344 for Imelda? I'm also wondering how good the internet is in Kingston as I'm looking to switch from Cogeco.

EDIT: found what coupon Redflag 3344 is for.

Imelda_Acanac

Mar 17th, 2010, 08:06 AM

'Redflag 3344' is the promo tracking code for RFD members
who become Acanac customers and it is the same first year
discount as 'Special 1221' code. Thank you for considering
Acanac as your next isp! I checked and Acanac has
Kingston customers. Please pm your full address with postal
code so I can check estimated speeds for your home.

Refer to http://www.redflagdeals.com/forums/sponsored-qc-5mbit-s-high-speed-internet-18-95-mth-tax-546847/44/

Imelda O. Suzara
Acanac Rep

Excuse the newb question but what is the code Redflag 3344 for Imelda? I'm also wondering how good the internet is in Kingston as I'm looking to switch from Cogeco.

EDIT: found what coupon Redflag 3344 is for.

Imelda_Acanac

Mar 17th, 2010, 09:38 AM

Just sharing some recent great news! After a few months
of cooperating with Anne Hart of the Better Business Bureau,
to resolve old complaints filed by Acanac customers, Acanac
rating went from F to A- and Paul Louro and I applied for its
accreditation. The BBB requires that companies have at least
a B rating before applying for accreditation, so Paul assigned
me to look at the old complaints and with the help of other
Acanac staff in Billing, Shipping, and Support, and management,
the great news came today that Acanac now has A-!!!
http://www.bbb.org/kitchener/business-reviews/internet-shopping/acanac-in-mississauga-on-1204231
This is great news for Acanac customers with complaints
because the BBB offers dispute resolution between business
and customers. We applied for accreditation too.
Refer to http://www.bbb.org/us/Dispute-Resolution-Services/Guide/

Imelda O. Suzara
Acanac Rep

kareshi

Mar 17th, 2010, 10:56 AM

Just sharing some recent great news! After a few months
of cooperating with Anne Hart of the Better Business Bureau,
to resolve old complaints filed by Acanac customers, Acanac
rating went from F to A- and Paul Louro and I applied for its
accreditation. The BBB requires that companies have at least
a B rating before applying for accreditation, so Paul assigned
me to look at the old complaints and with the help of other
Acanac staff in Billing, Shipping, and Support, and management,
the great news came today that Acanac now has A-!!!
http://www.bbb.org/kitchener/business-reviews/internet-shopping/acanac-in-mississauga-on-1204231

Imelda O. Suzara
Acanac Rep

Congratulations and please keep it up! While you will earn customers that appreciate customer service, your company also setups a good role model for many Canadian companies. We need to improve ourselves to make everyone happier, and thus willing to spend more and drive the economy better.

fuzzyfuzzy

Mar 17th, 2010, 07:21 PM

Just got my service set up smoothly today, speed is fast and stable, called Tech Support last night at 10:30pm, waited less than 5 mins and answered all my questions nicely,:razz:. Imelda_Acanac here is very helpful too, after few PM exchanges, I'm more confident with Acanac.

Before I sign up, with all the negative reviews on the internet, SERVICE and SPEED are my main concerns, but after the speed test, I called Rogers right away cancel my internet service and returned their modem 15 mins later.

I'm a happy customer for now and as long as Acanac can keep up the good service, I will stick with them.

astrotrain

Mar 18th, 2010, 02:09 PM

Hi Imelda,

My Internet subscription with Acanac expires April 21st. Unfortunately I won't be renewing.

Can you confirm which department I contact to cancel my service ie. accounting or sales department and will my service be shutdown exactly on the anniversary date?

Can I cancel with you as you seem more reliable with timely responses?

Thanks

Imelda_Acanac

Mar 18th, 2010, 03:15 PM

Please email billing@acanac.com before your term date
with your cancellation request and the reason why.
An automated reply with ticket number
will be sent and then billing will confirm it.
A 'no' will be put in Autorenewal
so that your account will not be billed again.
Your profile will be disconnected soon after.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

My Internet subscription with Acanac expires April 21st. Unfortunately I won't be renewing.

Can you confirm which department I contact to cancel my service ie. accounting or sales department and will my service be shutdown exactly on the anniversary date?

Can I cancel with you as you seem more reliable with timely responses?

Thanks

puneet

Mar 20th, 2010, 05:23 PM

one stupid question..........

at present I am with bell. On switching to Acanac would I still be able to use the bell internet security software (already loaded on my computer) ?

any answers

plazma1

Mar 21st, 2010, 12:50 AM

Imelda_Acanac

Mar 21st, 2010, 08:19 AM

I looked at the Bell website for internet security and
they charge a monthly fee to their customers
http://www.bell.ca/shopping/Security-Advanced-service/VasIntSecAdv.details.
When you switch to Acanac, you probably will not
be able to use Bell security but Acanac has anti-virus,
encrypted private browsing, username and password
protected online storage, and most browsers and email
have pop up blocker, filtering, cookies and parental control
http://acanac.ca/DSL.html . The modem and isp
have firewall and other controls to block, access and filter
internet traffic.

Imelda O. Suzara
Acanac Rep

one stupid question..........

at present I am with bell. On switching to Acanac would I still be able to use the bell internet security software (already loaded on my computer) ?

any answers

Imelda_Acanac

Mar 21st, 2010, 08:37 AM

Sorry if your account was autobilled and request for refunds
for subsequent years after cancellation are lacking. If you
pm your username, I can double check your account to see
what went wrong. I was assigned by Paul Louro, President
of Acanac to handle Better Business Bureau complaints
from customers, in cooperation with Anne Hart, Complaint &
Information Services Manager. We now have an A- rating
http://www.bbb.org/kitchener/business-reviews/internet-shopping/acanac-in-mississauga-on-1204231
which means Acanac is taking customers complaints more
seriously and cooperating with third parties when needed!
There are Acanac reps in forums for public complaints:
Redflagdeals.com, Dslreports.com http://www.dslreports.com/comments/2744
and Acanac community forum https://community.acanac.com/acanac/.

As for tickets expiring, the ticketing system is archived after a year
even with active customers, and inactive for former customers.
But I can check back into the old system to follow up on your case.

Imelda O. Suzara
Acanac Rep

Unfortunately for me, I had cancelled with Acanac before my first year anniversary but they have charged me for two subsequent years. The credit card company was only able to get Acanac refund one of the fees, but Acanac still has yet to refund for the other unused year.

I'm waiting to see if they charge us again this year, even though we cancelled 3 years ago now.

If you do try to contact them also be aware that they only let you contact them through their own website ticketing system and will not respond to direct emails unless they are concerned with sales. Unfortunately, tickets can mysteriously 'expire'. I suggest taking print-screens if you submit a ticket or else they may get lost.

fredsmith

Mar 21st, 2010, 08:47 AM

Unfortunately for me, I had cancelled with Acanac before my first year anniversary but they have charged me for two subsequent years. The credit card company was only able to get Acanac refund one of the fees, but Acanac still has yet to refund for the other unused year.

I'm waiting to see if they charge us again this year, even though we cancelled 3 years ago now.

If you do try to contact them also be aware that they only let you contact them through their own website ticketing system and will not respond to direct emails unless they are concerned with sales. Unfortunately, tickets can mysteriously 'expire'. I suggest taking print-screens if you submit a ticket or else they may get lost.

While eventually tickets may expire (in my experience they now stay on line for at least 3 months after they are closed, but it is absolutely less than a year, because I just checked and a ticket from last May is no longer available to me), but you do get an e-mail with the items documented in your request, and of course you get an e-mail when they respond.

If you never got the e-mails, then you probably will find them in your SPAM folder. It's a pretty common for customers to complain about non-responsive support requests, only to find that the messages have been trapped as SPAM.

And would you have me believe that you cancelled your account, got charged, didn't follow through with the cancellation for three years and somehow blame Acanac for this?

Imelda_Acanac

Mar 22nd, 2010, 04:48 PM

A few rare cases of continued autobilling
exist even with cancellation requests. Usually refunds
happen within 2 weeks of request and approval.
Customers should persist if necessary until they
get their refunds in their bank accounts.

Imelda O. Suzara
Acanac Rep

While eventually tickets may expire (in my experience they now stay on line for at least 3 months after they are closed, but it is absolutely less than a year, because I just checked and a ticket from last May is no longer available to me), but you do get an e-mail with the items documented in your request, and of course you get an e-mail when they respond.

If you never got the e-mails, then you probably will find them in your SPAM folder. It's a pretty common for customers to complain about non-responsive support requests, only to find that the messages have been trapped as SPAM.

And would you have me believe that you cancelled your account, got charged, didn't follow through with the cancellation for three years and somehow blame Acanac for this?

lagos

Mar 22nd, 2010, 06:25 PM

Hi there,

I am a new business customer. I heard so much about acanac, both good and bad but I decided to try it for our new business location for our internet needs.

I am getting bell to install the new phone lines on March 29. I asked Acanac rep to do the installation on March 30. Now, my question is whether this tight schedule will affect on connectivity? in other words, what are the chances that I have internet working on March 31?

Imelda_Acanac

Mar 22nd, 2010, 06:44 PM

Most installations are activated on the scheduled
date, usually late evening or the next morning,
if customer requested a specific date in advance.
But if not, regular dsl up to 5 and 7 business days
and for dry loop dsl up to 9 business days from order.

Imelda O. Suzara
Acanac Rep

Hi there,

I am a new business customer. I heard so much about acanac, both good and bad but I decided to try it for our new business location for our internet needs.

I am getting bell to install the new phone lines on March 29. I asked Acanac rep to do the installation on March 30. Now, my question is whether this tight schedule will affect on connectivity? in other words, what are the chances that I have internet working on March 31?

Imelda_Acanac

Mar 23rd, 2010, 12:29 PM

If there are websites with possibly illegal activity such
as child/animal porn, customers can report it. Our
General Sales Manager replied 'yes, we work with the police.
We report it emergency@acanac.com.'

Please refer to:
Disclosure terms http://acanac.ca/User-Agreement.html
and other reporting websites
http://www.cybertip.ca
http://phonebusters.com/
http://www.ic3.gov

Imelda O. Suzara
Acanac Rep

baumann93

Mar 23rd, 2010, 08:34 PM

Is there a way to get in touch with tech support? I tried using the online form, sending email to dslsupport, even the dslreport.com forum but no luck. Could anyone help? Thanks.

Imelda_Acanac

Mar 24th, 2010, 09:39 AM

You can post here or pm me and I will.

Customer Service
Phone 1 866 281 3538
x1 Sales (to 10pm) x2 Voip x3 Billing x4 Support
Monday to Friday 9am to 12midnight

Online 24/7
Web form https://www.acanac.com/contactus.php
Email to a department @acanac.com
Dsl and voip support@acanac.com and Billing billing@acanac.com
In Forums by public posting and private messaging
Acanac Community https://community.acanac.com/acanac/
Redflagdeals http://www.redflagdeals.com/forums/19-tax-month-high-speed-internet-5mb-unlimited-downloads-acanac-681458/
Broadband Dslreports http://www.dslreports.com/forum/cover,2744

In Person
Head Office
Unit 204, 1650 Dundas St. E
Mississauga, ON, L4X 2Z3
Store
1346 Bloor St. W
Toronto, ON
Monday to Friday 10am to 5pm

Imelda O. Suzara
Acanac Rep

Is there a way to get in touch with tech support? I tried using the online form, sending email to dslsupport, even the dslreport.com forum but no luck. Could anyone help? Thanks.

tdeem1

Mar 24th, 2010, 01:45 PM

hey Imelda,

In 40 days my initial 1 year DSL subscription will be up (dry loop)

Is there any special 2nd year subscription rate now in effect for us RFD peops?

Imelda_Acanac

Mar 24th, 2010, 02:29 PM

For customers who renew on a prepaid year term,
you can email retention@acanac.com and ask
for the free 13th month for dsl. You can also
join the customer referral program and each new
customer you refer equals one free month extension.
Refer to http://acanac.ca/Referral-Program.html

Imelda O. Suzara
Acanac Rep

hey Imelda,

In 40 days my initial 1 year DSL subscription will be up (dry loop)

Is there any special 2nd year subscription rate now in effect for us RFD peops?

asdfghj

Mar 25th, 2010, 07:04 PM

I'm on my 2nd year contract with Acanac.

Now I live in Toronto, but I will move to Edmonton or Yellowknife in May, can I still use the Acanac internet in those 2 cities?

econoline69

Mar 26th, 2010, 02:43 AM

Anyone using Acanac in London, ON? I want to try them out when I move but all these negative reviews are scaring me off...

Imelda_Acanac

Mar 26th, 2010, 10:24 AM

Unfortunately, internet service is only for Ontario
and Quebec at the moment. If you prepaid the
year, you can either get a refund of remaining months
or pass on the service to someone you know.
Refer to http://acanac.ca/DSL.html

Imelda O. Suzara
Acanac Rep

I'm on my 2nd year contract with Acanac.

Now I live in Toronto, but I will move to Edmonton or Yellowknife in May, can I still use the Acanac internet in those 2 cities?

tdeem1

Mar 26th, 2010, 06:50 PM

For customers who renew on a prepaid year term,
you can email retention@acanac.com and ask
for the free 13th month for dsl. You can also
join the customer referral program and each new
customer you refer equals one free month extension.
Refer to http://acanac.ca/Referral-Program.html

Imelda O. Suzara
Acanac Rep

oh well

that's too bad. i was really hoping they were willing to cut a deal for a full 12 months 'up front'.
I would of considered 12 months for the price of 10, but anything less then that makes me want to give the competition a try.

Imelda_Acanac

Mar 28th, 2010, 09:53 AM

If you calculate the 13th month in, price breaks down to $31.34
on the prepaid 2nd year term: $33.95 times 12 months divide by 13 months.
You can compare/contrast other isps unlimited 5M/800K plans on these
websites http://www.canadianisp.ca/ and http://www.dslreports.com.
Update note from Retention Manager: It is a RETENTION plan only and
is not offered to everyone that is renewing. Please contact
retention@acanac.com to discuss renewal.

Imelda O. Suzara
Acanac Rep

oh well

that's too bad. i was really hoping they were willing to cut a deal for a full 12 months 'up front'.
I would of considered 12 months for the price of 10, but anything less then that makes me want to give the competition a try.

Imelda_Acanac

Apr 1st, 2010, 08:56 AM

Management informed staff that the promo price is
now $24.95 not $18.95 for the prepaid year deal.
Orders put in yesterday will be honoured at the
former price. Plan remains unlimited up to 5Mb/800Kb.
Old promo codes are no longer effective.
Note: The price is closer to the cost that BCE charges according
to CRTC guidelines, so there is no longer a loss.

Refer to 6716 / 5410
http://www.bce.ca/en/aboutbce/regulatoryinformation/tarrifs/index.php/ItemLevel.asp?Tariff=GT%20%20%20&Part=%20%20%205

Imelda O. Suzara
Acanac Rep

fredsmith

Apr 1st, 2010, 03:01 PM

It was a good run while it lasted . . . .

Imelda_Acanac

Apr 1st, 2010, 03:07 PM

I sent you a pm about the good news. It was approved
by our Retention Manager and your full refund for 2008
was credited back to your credit card on file, as 2009.

Sorry for the delays.

Imelda O. Suzara
Acanac Rep

Unfortunately for me, I had cancelled with Acanac before my first year anniversary but they have charged me for two subsequent years. The credit card company was only able to get Acanac refund one of the fees, but Acanac still has yet to refund for the other unused year.

I'm waiting to see if they charge us again this year, even though we cancelled 3 years ago now.

If you do try to contact them also be aware that they only let you contact them through their own website ticketing system and will not respond to direct emails unless they are concerned with sales. Unfortunately, tickets can mysteriously 'expire'. I suggest taking print-screens if you submit a ticket or else they may get lost.

AcanacInc

Apr 1st, 2010, 03:20 PM

I believe it's been almost 4 years since the $18.95 promo was launched. It has been a great run. If I recall correctly at the time Acanac was servicing less than 5K clients and consuming less than 100Mbps of bandwidth. Today if you include our phone service and a few other plans we are servicing just a bit over 80K accounts and pushing about 12Gbps of bandwidth on our DSL side alone.

kennyken

Apr 19th, 2010, 03:34 PM

Acanac sent a Bell Rep to install dry loop internet over the weekend, and they messed up my Rogers Home phone. They are unwilling to reimburse me for Rogers Tech to fix it. The phone rep "we are only responsibile for the internet connection" - Crazy, so it is ok if they destroy every other thing except for the internet.

Imelda_Acanac

Apr 19th, 2010, 03:39 PM

If your home phone is Rogers analog, ask them for a CID
(circuit id) number or if Rogers digital, you
will need to get dry loop with Acanac at $8.40 month. If you
pm your username, I can check the status of your profile
and account.

Imelda O. Suzara
Acanac Rep

Acanac sent a Bell Rep to install dry loop internet over the weekend, and they messed up my Rogers Home phone. They are unwilling to reimburse me for Rogers Tech to fix it. The phone rep "we are only responsibile for the internet connection" - Crazy, so it is ok if they destroy every other thing except for the internet.

DFS 360

Apr 26th, 2010, 08:26 PM

I was a customer of Acanac DSL for 5 years, until today apparently... They cut off my internet service bright and early Monday morning.

With Acanac, you pay in advance for service, 3/6/12 months. My current 6 month term was up April 24th, the day before yesterday. I didn't receive an email invoice, and they turned off my service before invoicing me OR EVEN ASKING HOW LONG/IF I WANTED TO RENEW. There was no courtesy call, no email correspondence, no bill, invoice, nothing, EVEN AFTER I ASKED TO BE INVOICED TWICE TODAY. IT IS LIKE THEY ARE REFUSING ME SERVICE...

When inquiring on their official support forums about why I wasn't getting any response to anything, THEY BANNED ME? Classy, jerkholes.

I am not a bad customer, I have money to pay them whatever they needed, I even did tech support for them in the past. I don't download torrents like a fiend, I don't run a web server off my line... I play Xbox and email people. They are a poor company and I will continue to spread this opinion after mistakenly recommending them to friends and family.

They have started to NOT include taxes in their price anymore and have raised their prices too.

Long story short: I switched to 30Mb Cable same day, they set it up almost immediately and I couldn't be happier so far.

Fergless

Apr 26th, 2010, 08:45 PM

EPcjay

Apr 27th, 2010, 10:31 AM

DFS 360

Apr 27th, 2010, 11:03 AM

Update:

The Acanac billing Dept finally got around to sending me an invoice (for DOUBLE the amount it cost the first year) at 4:30 am this morning. Amazingly, they must be psychic to decide that I wanted to renew for a 6 month term, because nobody asked me how long I wanted my new term to be. Unfortunately, Acanac's psychic powers are flawed, or they would have realized that within 3 hours of them shutting me off "temporarily", I had already signed up for a year of 30Mb real internet (Cogeco) that doesn't have garbage PPPOE authentication and crappy DNS servers.

Too little too late Acanac, why would you turn off a customer's internet on a prepaid service where the customer couldn't owe you any arrears? Especially when the customer's renew roll-over date was on a weekend, you didn't send notice or a bill and you roll into work Monday morning all like "Oh, NONPAYMENT, SUSPEND, IGNORE REQUESTS FOR EXPLANATION"

I forgot to mention this too: My first 9 months of service, I didn't have a f@ck!ng LAN card installed for my line at the Switch, meaning I had internet but it had no routing functionality, I would drop connections unexpectedly, terrible ping times for games, etc. BELL had to tell me this... Acanac never gave me any sort of compensation for that and I still stayed with them for another 4 years after getting burned out of a year of quality service.

Acanac isn't nearly as inexpensive as they once were, but are as cheap as always, lol.

stevelam

Apr 27th, 2010, 11:14 AM

Update: They sent me an invoice for $240 at 4:30 am this morning. Amazingly, they must be psychic to decide that I wanted to renew for a 6 month term, because nobody asked me how long I wanted my new term to be. Unfortunately, Acanac's psychic powers are flawed, or they would have realized that within 3 hours of them shutting me off "temporarily", I had already signed up for a year of 30Mb real internet (Cogeco) that doesn't have garbage PPPOE authentication and crappy DNS servers. Also, $240 was how much a year from them used to cost, now it is double that, wow!

Too little too late Acanac, why would you turn off a customer's internet on a prepaid service where the customer couldn't owe you any arrears? Especially when the customer's renew roll-over date was on a weekend, you didn't send notice or a bill and you roll into work Monday morning all like "Oh, NONPAYMENT, SUSPEND, IGNORE REQUESTS FOR EXPLANATION"

I forgot to mention this too: My first 9 months of service, I didn't have a f@ck!ng LAN card installed for my line at the Switch, meaning I had internet but it had no routing functionality, I would drop connections unexpectedly, terrible ping times for games, etc. BELL had to tell me this... Acanac never gave me any sort of compensation for that and I still stayed with them for another 4 years after getting burned out of a year of quality service.

Acanac isn't nearly as inexpensive as they once were, but are as cheap as always, lol.

sounds like a line of absolute BS to me.

you changed your service within 3 HOURS of your acanac line supposedly being shut down? right. how did you know it was shut down if you didn't receive any info about it? and you get automatic renewal for the same term unless you emailed them specifically NOT to renew.

plus, how could you POSSIBLY be in your 5th year of service and only be paying $240 per year. you apparently pay in 6 month intervals anyway. the promo is only for first year prepaid. nice try buddy. are you seriously trying to say acanac gave you the promo price for 4 years straight AND the fact that you paid in 6 month intervals?

i post on the acanac forums. the only reason you would get banned is being excessively rude, making up crap, etc etc. so its not surprising you'd be banned.

My first 9 months of service, I didn't have a f@ck!ng LAN card installed for my line at the Switch, meaning I had internet but it had no routing functionality, I would drop connections unexpectedly, terrible ping times for games, etc. BELL had to tell me this...

what in god are you talking about. you do realize this makes absolutely no sense right. why in the hell would you need a "LAN card" at the switch. dear god. honestly, stop with your tirade of nonsensical babble. i realize you're probably mad about something, but going on and on like an idiot is not going to help your case.

DFS 360

Apr 27th, 2010, 11:25 AM

sounds like a total line of absolute BS to me.

you changed your service within 3 HOURS of your acanac line supposedly being shut down? right. how did you know it was shut down if you didn't receive any info about it? and you get automatic renewal for the same term unless you emailed them specifically NOT to renew.

plus, how could you POSSIBLY be in your 5th year of service and only be paying $240 per year. plus you apparently pay in 6 month intervals anyway. the promo is only for first year prepaid. nice try buddy.(MY FIRST YEAR I PAID $240, THIS YEAR I PAYED $240 FOR SIX MONTHS OF SERVICE, READ!)

i post on the acanac forums. the only reason you would get banned is being excessively rude, making up crap, etc etc. so its not surprising you'd be banned.

what in god are you talking about. you do realize this makes absolutely no sense right. why in the hell would you need a "LAN card" at the switch. dear god.

Wow, sounds like you work for them, lol. I shouldn't waste my time but I will for you...

I woke up Monday morning, my internet was not authenticating on PPPOE, I called them and there was a line of 22 people waiting so I emailed them on my Cell's data plan instead. They replied back saying it was turned off due to non-payment (how can I pay a bill they didn't invoice me for?). I emailed back twice asking for them to invoice me, which they didn't. So I went to the Cogeco store at Limeridge and they sent out a Tech the same afternoon to install my new service.

How hard is that to understand? I have no time for ********, they screwed up so I canceled. They showed disrespect for a customer by turning off their service before it could even be acknowledged that it was renewal time. They finally sent me a bill at 4:30am this morning, almost 48 hours after turning off my service for "non-payment"... i had payed them on time for 5 years up until this point.

Also, don't question my networking knowledge, I am A+ certified. If you don't know that you need a line card installed at the CO, then you shouldn't even be talking.

stevelam

Apr 27th, 2010, 11:38 AM

Wow, sounds like you work for them, lol. I shouldn't waste my time but I will for you...

I woke up Monday morning, my internet was not authenticating on PPPOE, I called them and there was a line of 22 people waiting so I emailed them on my Cell's data plan instead. They replied back saying it was turned off due to non-payment (how can I pay a bill they didn't invoice me for?). I emailed back twice asking for them to invoice me, which they didn't. So I went to the Cogeco store at Limeridge and they sent out a Tech the same afternoon to install my new service.

How hard is that to understand? I have no time for ********, they screwed up so I canceled. They showed disrespect for a customer by turning off their service before it could even be acknowledged that it was renewal time. They finally sent me a bill at 4:30am this morning, almost 48 hours after turning off my service for "non-payment"... i had payed them on time for 5 years up until this point.

Also, don't question my networking knowledge, I am A+ certified. If you don't know that you need a line card installed at the CO, then you shouldn't even be talking.

are you seriously telling ME to read when you clearly did none yourself? obviously your first year prepaid will be at the promo price. why in the hell would you expect the same price after 5 supposed years? clearly you've only been with acanac for one year and didn't know that your price would be raised after the first year.

a missing "LAN card" at the CO is not going to give you dropped connections and slow pings. lol @ A+ certified aka the lowest certification possible as if thats something i'm supposed to be impressed with.

DFS 360

Apr 27th, 2010, 11:57 AM

are you seriously telling ME to read when you clearly did none yourself? obviously your first year prepaid will be at the promo price. why in the hell would you expect the same price after 5 supposed years? clearly you've only been with acanac for one year and didn't know that your price would be raised after the first year.

a missing "LAN card" at the CO is not going to give you dropped connections and slow pings. lol @ A+ certified aka the lowest certification possible as if thats something i'm supposed to be impressed with.

dude, you're an internet troll. you are trying to tell me that I HADN'T been with them for 5 years? or that I HADN'T WORKED FOR THEM 3 YEARS AGO? Or that I did INSTALLS FOR BELL DSL BEFORE THAT? Yeah, I know nothing, and you know everything, right. laughable, dude.

You're just talking made up crap at this point. My situation is very real and annoying. I haven't embellished anything or made anything up or left anything out.

But thanks for your analysis of something you have no idea or knowledge about, super helpful.

I am concerned others will get screwed by their inability to run a company, that is all.

A deal is only a deal if you get what you thought you payed for, no?

Imelda_Acanac

Apr 27th, 2010, 12:02 PM

I chatted with staff in Sales about this situation
and she said disconnections do not usually happen
right away at end of a term. If you miss a payment,
you get a warning notice before it is disconnected
days after. If you called, they would have tried.
You can pm your username if you would like to
resolve this in a more satisfactory manner.

Sorry for the misunderstanding.

Imelda O. Suzara
Acanac Rep

I was a customer of Acanac DSL for 5 years, until today apparently... They cut off my internet service bright and early Monday morning.

With Acanac, you pay in advance for service, 3/6/12 months. My current 6 month term was up April 24th, the day before yesterday. I didn't receive an email invoice, and they turned off my service before invoicing me OR EVEN ASKING HOW LONG/IF I WANTED TO RENEW. There was no courtesy call, no email correspondence, no bill, invoice, nothing, EVEN AFTER I ASKED TO BE INVOICED TWICE TODAY. IT IS LIKE THEY ARE REFUSING ME SERVICE...

When inquiring on their official support forums about why I wasn't getting any response to anything, THEY BANNED ME? Classy, jerkholes.

I am not a bad customer, I have money to pay them whatever they needed, I even did tech support for them in the past. I don't download torrents like a fiend, I don't run a web server off my line... I play Xbox and email people. They are a poor company and I will continue to spread this opinion after mistakenly recommending them to friends and family.

They have started to NOT include taxes in their price anymore and have raised their prices too.

Long story short: I switched to 30Mb Cable same day, they set it up almost immediately and I couldn't be happier so far.

DFS 360

Apr 27th, 2010, 12:12 PM

stevelam

Apr 27th, 2010, 12:22 PM

I had already signed up for a year of 30Mb real internet (Cogeco) that doesn't have garbage PPPOE authentication and crappy DNS servers. Also, $240 was how much a year from them used to cost, now it is double that, wow!

are you seriously trying to tell me that you've worked for them for 3 years, had their service for FIVE years, but didn't know your price would go up after the first year after the promo period? WOW!

DFS 360

Apr 27th, 2010, 12:50 PM

are you seriously trying to tell me that you've worked for them for 3 years, had their service for FIVE years, but didn't know your price would go up after the first year after the promo period? WOW!

I addressed your inability to understand that the current price per year is almost double the initial introductory price two posts ago (http://forums.redflagdeals.com/10730031-post2659/) in BOLD letters right in your quote, AND I worked for them 3 years AGO, not FOR 3 years, sorry your reading ability is not so great. But keep on trolling instead of reading, it works for you.

Imelda_Acanac

Apr 27th, 2010, 02:57 PM

Sorry for what happened. I emailed Billing your posting link
and never to charge your credit card again.

Imelda O. Suzara
Acanac Rep

No thanks, like I said, I have already moved my service to another company, there is nothing you can do to rectify the situation at this point.

My PPPOE username was hnSBvmQ5, make sure billing does not try to charge my credit card again, I told them yesterday I had changed providers and yet they tried to bill me this morning... so when I ask them TWICE to bill me, they don't and when I ask them NOT to (because I was leaving) they try to bill me, ridiculous.

DFS 360

Apr 28th, 2010, 11:14 AM

Sorry for what happened. I emailed Billing your posting link
and never to charge your credit card again.

Imelda O. Suzara
Acanac Rep

Thanks, but they tried billing me AGAIN and they emailed me 3 times so far today to ask if I WAS SURE I WANTED TO CANCEL... Ummm, I already am with another provider and it is working out 6x as fast for $9 more a month...I am SURE!

Thank you for your public relations duties though, Imelda. I am sure.

PS- I am sure, lol.

rdx

Apr 28th, 2010, 12:37 PM

Thanks, but they tried billing me AGAIN and they emailed me 3 times so far today to ask if I WAS SURE I WANTED TO CANCEL... Ummm, I already am with another provider and it is working out 6x as fast for $9 more a month...I am SURE!

Thank you for your public relations duties though, Imelda. I am sure.

PS- I am sure, lol.

Are you using Rogers now?

JohnyBGood

Apr 28th, 2010, 03:51 PM

Hey Guys,

My $19/month (taxes in) Acanac promo is ending in a couple of weeks and I think I'm going to switch to TekSavvy for strictly financial reasons ($29.95 vs. $33.95). Is there anything that I need to know about them? Modem fee, etc.? Should I use my little Acanac modem w/ TekSavvy, or sell it back to Acanac and use a different one? TekSavvy's web site seems a little cold and incomplete and I was hoping to get a bit of help, here. Thanks...oh and I'm in a condo so the speed is pretty much capped at 315KB/sec so I'm mainly looking for a no-hidden-fees service w/ 150+GB/month bandwidth, not a super-duper speedy account...

everylittlecent

Apr 29th, 2010, 06:29 AM

you can use the same modem (if you have a router then you can set it for pass through and do the configuration on the router) but hopefully you know how to configure it with the new login credentials.

you can ask them to test your connection (another good reason about Teksavvy) for a faster speed (if you know others in the condo with a dsl connection you could ask them what they get) and go from there. they bill you monthly.

Imelda_Acanac

Apr 29th, 2010, 10:10 AM

Hi,

Before you cancel and switch, you can try emailing
retention@acanac.com to ask if there are any offers
for renewals, for a better discount than the regular
term prices. All dsl modems should work with any
dsl isp with the provided username/password.

Imelda O. Suzara
Acanac Rep

Hey Guys,

My $19/month (taxes in) Acanac promo is ending in a couple of weeks and I think I'm going to switch to TekSavvy for strictly financial reasons ($29.95 vs. $33.95). Is there anything that I need to know about them? Modem fee, etc.? Should I use my little Acanac modem w/ TekSavvy, or sell it back to Acanac and use a different one? TekSavvy's web site seems a little cold and incomplete and I was hoping to get a bit of help, here. Thanks...oh and I'm in a condo so the speed is pretty much capped at 315KB/sec so I'm mainly looking for a no-hidden-fees service w/ 150+GB/month bandwidth, not a super-duper speedy account...

Imelda_Acanac

Apr 29th, 2010, 10:56 AM

Some Acanac customers have complained on other public forums
but these forums do not allow Acanac staff to help or resolve
problems publicly. To be fair, a third party public forum should
be neutral and allow both Parties a voice, wherein customers
and businesses can communicate openly. The reason customers
complain is because they have a problem and need help. If
they cannot get help, then they continue to complain publicly
to warn potential customers from the business. Acanac staff
support these forums: Redflagdeals.com and Dslreports.com
and our own community forum with tech moderators.

Other forums with complaints but no support allowed:
http://www.digitalhome.ca/forum/showthread.php?t=73300
http://www.ehmac.ca/everything-else-eh/50916-acanac-ca-dsl-18-95-month-anybody-use-them.html
http://forum.voxilla.com/provider-rants-raves/acanac-very-bad-experience-17081.html
http://www.canadiandesi.com/read.php?TID=25748
http://www.freedomlist.com/forum/comment.php?plan=1398
http://www.ripoffreport.com/Internet-Service-Providers/Acanac-sister-Compan/acanac-sister-company-of-cana-ecc3q.htm
http://www.topix.com/forum/business/isps/T1TNFS4IRGHOAC2OC
and Price network.ca

JohnyBGood

Apr 29th, 2010, 12:19 PM

I only have 1 complaint of Acanac from the past year, which is that I lost a lot of business by using an Acanac e-mail address because many e-mails were lost/dropped and I didn't clue in for a very long time. :( Being aware of the issue by switching to Hotmail will save me time/money in the future and I would continue to recommend Acanac.

rdx

Apr 29th, 2010, 12:26 PM

Why would you want to use their email or any other internet providers' email instead of gmail, especially for business? If you cancel internet service, you will have to change your email address :!:

I only have 2 complaints of Acanac from the past year, but neither of which would stop me from renewing now that I am aware of the issues:

1) I didn't get a referral credit for referring my friend
2) I lost a lot of business by using an Acanac e-mail address because many e-mails were lost/dropped and I didn't clue for a very long time. :(

Being aware of these issues will save me time/money in the future. As I said, these are non-issues for me in terms of subscribing to them and would continue to recommend Acanac.

JohnyBGood

Apr 29th, 2010, 01:09 PM

rdx, the reason I used it was because I needed it to be compatible w/ my USB POP e-mail notifier(s) so I could respond immediately even when I wasn't on the computer and I was having problems w/ Gmail working the way I wanted it to.

Why would you want to use their email or any other internet providers' email instead of gmail, especially for business? If you cancel internet service, you will have to change your email address :!:

richard_wangwei

May 3rd, 2010, 09:09 PM

Hi Imelda,

Can you do me a favor to get some one pay attention to
ticket # REL-68197.

Thanks in advance!

Imelda_Acanac

May 4th, 2010, 08:22 AM

I replied to you on the ticket. Your speeds in Portal
and modem test have the same figures. It can
be a configuration setup problem, so please describe
your home setup in detail on the ticket.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

Can you do me a favor to get some one pay attention to
ticket # REL-68197.

Thanks in advance!

markham1

May 4th, 2010, 05:16 PM

i am looking for internet from acanac. but i wanted to know if it will be in any way possible to get it at the previous rate of $18.95, i am will to sign a contract for long term. Please urgent

richard_wangwei

May 4th, 2010, 07:15 PM

I replied to you on the ticket. Your speeds in Portal
and modem test have the same figures. It can
be a configuration setup problem, so please describe
your home setup in detail on the ticket.

Imelda O. Suzara
Acanac Rep

The problem was solved!
Appreciated your help! Imelda.
It would be great if I can know the root casue.

Best!

Imelda_Acanac

May 5th, 2010, 08:32 AM

Sorry but the promotional price change is to
cover costs of basic fees paid to Bell as set by
CRTC and operations. The original price was offered
for 4 years and is no more.

Imelda O. Suzara
Acanac Rep

i am looking for internet from acanac. but i wanted to know if it will be in any way possible to get it at the previous rate of $18.95, i am will to sign a contract for long term. Please urgent

command

May 5th, 2010, 12:29 PM

rdx

May 5th, 2010, 12:37 PM

rdx

May 5th, 2010, 12:40 PM

i am looking for internet from acanac. but i wanted to know if it will be in any way possible to get it at the previous rate of $18.95, i am will to sign a contract for long term. Please urgent

$18.95 for long term ? You wish :lol:

You won't even be able to get it for 1st year now. You missed the $18.95 tax included promo :

Imelda_Acanac

May 5th, 2010, 12:54 PM

When a customer signs up and the order is
processed and activation is within the scheduled
date, the term date is set a year from the order
date for renewal, but if the activation was delayed
past the scheduled date, billing can readjust the
term date to the later activation date. I can check
your account if you pm your username.

Imelda O. Suzara
Acanac Rep

My 12 month term is due May 29 which I received my username and my password last year. Today Acanac called me saying they are going to cancel internet service today which is the invoice date not the activation date. They don't give any proper answer and are not willing to help.

No more Acanac for me. It is kind of a scam, pay for 12 months and use only 11 months.

tekki

May 5th, 2010, 12:58 PM

Im on Acanac now. I've read speed may vary depending on your location. I was disconnected a lot during the first month although now it seems to have cut down substantially. Internet speed also varies per time of the day, usually a lot quicker during the night hours.

Imelda_Acanac

May 5th, 2010, 03:20 PM

Aside from the distance factor of home location from
phone Central Office, there are other factors that can
slow down internet: heavy peak hours with lots of users
online, computer viruses and spy cookies, bad weather,
lack of filters on equipment using phone line for regular dsl, etc.

Please refer to http://windows.microsoft.com/en-ca/windows-vista/Why-is-my-Internet-connection-so-slow.

Imelda O. Suzara
Acanac Rep

Im on Acanac now. I've read speed may vary depending on your location. I was disconnected a lot during the first month although now it seems to have cut down substantially. Internet speed also varies per time of the day, usually a lot quicker during the night hours.

fredsmith

May 5th, 2010, 04:27 PM

My 12 month term is due May 29 which I received my username and my password last year. Today Acanac called me saying they are going to cancel internet service today which is the invoice date not the activation date. They don't give any proper answer and are not willing to help.

No more Acanac for me. It is kind of a scam, pay for 12 months and use only 11 months.

If your note to them is anything like your post here, then it is no wonder you aren;t satisfied with whatever has been going on.

All it takes is a simple request to adjust the billing date to match the apparently delayed start date and you'd have had your 12 monts - but note that it isn;t 11 months, but rather 49 weeks of service that you will have received if you don;t actually 'do' anything.

Don't know why you are cancelling - my sister just went through the exercise and called everyone because she felt that the 2nd year term was 'too expensive' - she called them all and decided that there simply was no reason to switch - the one (singular) that was cheaper wasn;t 'cheaper enough' to take the risk of losing what she already has.

Imelda_Acanac

May 7th, 2010, 09:04 AM

Now that Acanac is offering mlppp bonding
of dsl lines, some customers are upgrading
to the faster speeds at home. How to set up
the lines close to each other requires a phone
jack plate that can take 2 or more jacks with
2 wires per line. To cut on costs and since
customers are responsible for inside wiring,
there are video instructions online. Please
watch them.
For software setup of hardware
https://www.acanac.com/Configure%20MLPPP/index.html
For multiple phone jack
http://www.youtube.com/watch?v=qVgXvel8zlc&feature=fvw

Imelda O. Suzara
Acanac Rep

ipxxx

May 7th, 2010, 09:12 AM

so what is Acanac doing now that UBB has passed?

unlimited downloads will be a thing of the past...anyone signing up for a year for unlimited downloads is probably going to find themselves disappointed in ~6 months or so.

Imelda_Acanac

May 7th, 2010, 11:56 AM

It is unfortunate that unlimited flat fee plans will end.
Staff discussion in the chat room about
the recent news of CRTC approval of Bell's
usage-based billing and cap plans and how
to inform customers about any changes
in the policies affecting the plan contracts
await the decision of Acanac management
and Bell. In the User Agreement Terms &
Conditions http://www.acanac.com/User-Agreement.html
'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.'

For Basic plans GAS speeds up to 5Mb, cap will be 60GB $20.20 and
extra usage $1.125GB maximum $22.50 but over 300GB $0.75 GB.

Please refer to http://www.crtc.gc.ca/eng/archive/2010/2010-255.htm.

Imelda O. Suzara
Acanac Rep

so what is Acanac doing now that UBB has passed?

unlimited downloads will be a thing of the past...anyone signing up for a year for unlimited downloads is probably going to find themselves disappointed in ~6 months or so.

rdx

May 7th, 2010, 12:24 PM

So, for the 2nd year renewal, will we be charged at $20.20 base price per month instead of $32 per month unlimited (which will no longer be offered)? Can you please confirm as I just notified your billing to renew 2nd year?

It is unfortunate that unlimited flat fee plans will end.
Staff discussion in the chat room about
the recent news of CRTC approval of Bell's
usage-based billing and cap plans and how
to inform customers about any changes
in the policies affecting the plan contracts
await the decision of Acanac management
and Bell. In the User Agreement Terms &
Conditions http://www.acanac.com/User-Agreement.html
'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.'

For Basic plans GAS speeds up to 5Mb, cap will be 60GB $20.20 and
extra usage $1.125GB maximum $22.50 but over 300GB $0.75 GB.

Please refer to http://www.crtc.gc.ca/eng/archive/2010/2010-255.htm.

Imelda O. Suzara
Acanac Rep

fredsmith

May 7th, 2010, 01:16 PM

So, for the 2nd year renewal, will we be charged at $20.20 base price per month instead of $32 per month unlimited (which will no longer be offered)? Can you please confirm as I just notified your billing to renew 2nd year?

I wonder where you got that $32 number from?

I suppose that once Bell figures out what the wholesale price of Internet will be (they have to go back to the drawing board, if you'll recall because they didn't properly document their costs) there might be an adjustment to our monthly rates, but as far as I can tell, as long as the wholesale price remains where it is, we will be paying the same as now.

I personally would have much preferred had the ISPs been able to aggregate their traffic (i.e. they pay per 1000 subscribers, with a total of 60,000 gB for the population) or even a lower number based on AVERAGE traffic to allow those who exceed the average cap to continue unscatherd - because to be fair, if everyone used the traffic they paid for (i.e. every one used 60 gigs) Bell would be mighty unhappy, even if it would serve them right.

For my part, I don't really understand why the ISPs were refused aggregation - after all, they are paying for X customers at 60 gigs per client, so why NOT aggregate them?

I suppose that a system could be put together to rotate login IDs to automatically dfistribute the traffic among the users? THAT would be an interesting work-around.

rdx

May 7th, 2010, 01:26 PM

I wonder where you got that $32 number from?

To be exact, $33.95 is the standard one year prepaid rate. And if you can negotiate one extra month free, it is $31.34 + tax

So, my question to Imelda is that if we will be paying $20.20 base price per month instead when they start putting a cap on it. What happens if the cap starts in the middle of the renewal year? Partial credit?

Imelda_Acanac

May 9th, 2010, 08:24 AM

The $20.20 is the monthly fee paid to Bell by Acanac
for each customer at a wholesale rate, but
each customer pays the retail price set by Acanac
at $33.95 month on a prepaid 2nd year term.
Each customer is actually served by both Acanac
and Bell. Acanac processes orders and troubleshoots
for software configuration, but for line repairs,
a repair ticket for a Bell tech to visit is opened and
recently a $99.95 diagnostic charge may be added if the
problem is due to inside wiring and customer equipment.
Management will decide how current customers
will be compensated when the caps and ubb are in
place when the unlimited plan will end.

Imelda O. Suzara
Acanac Rep

So, for the 2nd year renewal, will we be charged at $20.20 base price per month instead of $32 per month unlimited (which will no longer be offered)? Can you please confirm as I just notified your billing to renew 2nd year?

To be exact, $33.95 is the standard one year prepaid rate. And if you can negotiate one extra month free, it is $31.34 + tax

So, my question to Imelda is that if we will be paying $20.20 base price per month instead when they start putting a cap on it. What happens if the cap starts in the middle of the renewal year? Partial credit?

Triad

May 9th, 2010, 10:20 PM

rdx

May 10th, 2010, 08:48 AM

That is just too bad cause I really wanted to stay with Acanac for a year or two afterwards. Now I am forced to find something remotely close to unlimited even though, that means justifying $93/mo on internet alone for unlimited.

Acanac should stop renting lines from bell and innovate something new.

When I worked for Bell 2 years ago and attended an internal meeting, I got the impression from the senior management that they intended to penalize and drop those users whose abuse the unlimited plan by downloading 7/24, and use up most of the bandwidth.

Honestly, if you ask Imelda to do a quick check on customers usage, I bet more than half of Acanac customers are not actually using more than 60 GB a month even the plan is unlimited.

When Bell sells it as unlimited bandwith, it means all DSL resellers have to follow, and Rogers cable will do the same things too. So, I don't know where else we will be able to find unlimited downloading........

Imelda_Acanac

May 10th, 2010, 01:15 PM

The CRTC approval of caps/usage based billing
will take months to put in place according to management.
Unlimited plans are the best for families and small businesses
on a budget and unfortunately, the CRTC and Bell agreed
to end it and impose economic traffic management meaning
that extra usage over the caps will have a price to limit
the heavy users. I keep track of my daily usage on my Macbook
using SurplusMeter and use less than 1GB daily working 8+hours online.
If anyone wants to enjoy the last months of unlimited plans, now is the
time to sign up while it's still being offered.
Please refer to http://www.crtc.gc.ca/eng/archive/2010/2010-255.htm.

Imelda O. Suzara
Acanac Rep

That is just too bad cause I really wanted to stay with Acanac for a year or two afterwards. Now I am forced to find something remotely close to unlimited even though, that means justifying $93/mo on internet alone for unlimited.

Acanac should stop renting lines from bell and innovate something new.

When I worked for Bell 2 years ago and attended an internal meeting, I got the impression from the senior management that they intended to penalize and drop those users whose abuse the unlimited plan by downloading 7/24, and use up most of the bandwidth.

Honestly, if you ask Imelda to do a quick check on customers usage, I bet more than half of Acanac customers are not actually using more than 60 GB a month even the plan is unlimited.

When Bell sells it as unlimited bandwith, it means all DSL resellers have to follow, and Rogers cable will do the same things too. So, I don't know where else we will be able to find unlimited downloading........

can2000

May 10th, 2010, 01:52 PM

Are current Acanac user still with unlimited bandwith? If no, when will it be changed to limited and how many GB?

thanks

The CRTC approval of caps/usage based billing
will take months to put in place according to management.
Unlimited plans are the best for families and small businesses
on a budget and unfortunately, the CRTC and Bell agreed
to end it and impose economic traffic management meaning
that extra usage over the caps will have a price to limit
the heavy users. I keep track of my daily usage on my Macbook
using SurplusMeter and use less than 1GB daily working 8+hours online.
If anyone wants to enjoy the last months of unlimited plans, now is the
time to sign up while it's still being offered.
Please refer to http://www.crtc.gc.ca/eng/archive/2010/2010-255.htm.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

May 10th, 2010, 02:45 PM

This is the email reply from Paul Louro, President of Acanac
'It will take at least six months. Maybe longer.'
Best Regards,
Paul Louro'

Management will inform staff and customers
when and how it will affect current plans, policies
and agreements.
Please enjoy the unlimited plan till further notice.

Imelda O. Suzara
Acanac Rep

Are current Acanac user still with unlimited bandwith? If no, when will it be changed to limited and how many GB?

thanks

weedb0y

May 11th, 2010, 02:12 AM

I am moving to a new condo where apparently Bell services don't exist? Rogers has a monopoly there.

Can you confirm, if I provide you the address? and If it is the case, will my contract cancel because I am not able to get the service that we originally signed up for?

P.S. I am surprised that DSL is not available in downtown Mississauga.

Imelda_Acanac

May 11th, 2010, 08:34 AM

I can check if you give your new address
including postal code. If Acanac dsl cannot
be activated there, you can probably get a
technical cancellation and refund of remaining
unused months. We have Mississauga customers
but maybe new buildings have contracts with some
telecom companies.

Imelda O. Suzara
Acanac Rep

I am moving to a new condo where apparently Bell services don't exist? Rogers has a monopoly there.

Can you confirm, if I provide you the address? and If it is the case, will my contract cancel because I am not able to get the service that we originally signed up for?

P.S. I am surprised that DSL is not available in downtown Mississauga.

_leech_

May 11th, 2010, 12:27 PM

Making the switch from Rogers and thought i'd give this a try, modem should be arriving tomorrow. From what i've read, reviews have been mixed (and downright negative when it comes to customer service) but hopefully I won't have any issues.

Imelda_Acanac

May 13th, 2010, 11:35 AM

I chatted with our General Sales Manager
and she said if Rogers has a monopoly in your building,
it probably will not be possible to get dsl internet.
Sorry and I did check your address in both Portal
and Bell websites to see and nothing came up,
although we do have Mississauga customers.

Imelda O. Suzara
Acanac Rep

I am moving to a new condo where apparently Bell services don't exist? Rogers has a monopoly there.

Can you confirm, if I provide you the address? and If it is the case, will my contract cancel because I am not able to get the service that we originally signed up for?

P.S. I am surprised that DSL is not available in downtown Mississauga.

May 13th, 2010, 11:52 AM

_leech_

May 13th, 2010, 01:52 PM

Well, my first experience with Acanac's customer service hasn't been positive. I call up DSL support, wait in line for 45 minutes, then I get disconnected.

Imelda_Acanac

May 14th, 2010, 09:36 AM

Sorry for phone disconnections on the support line.
I asked about this in our group chat and unfortunately,
the phone system has glitches which cause this.
You can pm your username and I can check your account
and profile if you tell me the problem.

Imelda O. Suzara
Acanac Rep

Well, my first experience with Acanac's customer service hasn't been positive. I call up DSL support, wait in line for 45 minutes, then I get disconnected.

Meridian

May 14th, 2010, 03:55 PM

Are Teksavvy and Acanac the best HS internet deals currently in the GTA?

Which would be the better choice?
1) Teksavvy $34/mo (for static IP) + free newsgroup
or
2) Acanac $25/mo + Astraweb $11/mo

Teksavvy seems to have better customer service, and supports mlppp. Is static IP required for mlppp? However, Acanac is slightly cheaper and I don't plan on joining a newsgroup for a few months. The 200gig cap on Teksavvy is sufficient for my needs.

bdaman

May 14th, 2010, 07:08 PM

I have been with Acanac for almost 2 years now and I never had any problem, until my return of the modem was declined.

When I signed up, I was told the modem would be returnable anytime as long as it's in working condition. Even my invoice showed "$49.95 deposit." I had my own modem at the time of sign-up. I decided to use the one provided by Acanac only to avoid issues. When I finally decided to return the modem, Acanac quoted me terms that differ from what I agreed to. I am not happy at all.

Quoted is the response I got:
"As per our terms of service we only buy back modems in case of cancellation within 30 days money back guarantee.
As it is mentioned in the following link, "We do provide a full refund for the modem if cancellation is made within the 30 day no obligation period."

https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html"

Imelda_Acanac

May 16th, 2010, 08:19 AM

Recently, the modem refund is only for
cancellation return within the first 30 days
but previously, a refund was given on return,
if its condition was accepted by the Billing
department but not under obligation to do so.
If you pm your username, I can check your
account and follow up with Billing.

Imelda O. Suzara
Acanac Rep

I have been with Acanac for almost 2 years now and I never had any problem, until my return of the modem was declined.

When I signed up, I was told the modem would be returnable anytime as long as it's in working condition. Even my invoice showed "$49.95 deposit." I had my own modem at the time of sign-up. I decided to use the one provided by Acanac only to avoid issues. When I finally decided to return the modem, Acanac quoted me terms that differ from what I agreed to. I am not happy at all.

Quoted is the response I got:
"As per our terms of service we only buy back modems in case of cancellation within 30 days money back guarantee.
As it is mentioned in the following link, "We do provide a full refund for the modem if cancellation is made within the 30 day no obligation period."

https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html"

weedb0y

May 16th, 2010, 01:35 PM

It's remarkable a monopoly is legal in this day and age (what a ****ed up country...) however since Acanac isn't an option if you missed the thread TSI has started reselling Rogers cable internet so that might br an option...

Thank you. I was actually very surprised to find out that a new condo building near square one does not have any BELL services at all. It's a Rogers building - from telephone to cable to internet. Forced to buy from them at all costs.

I wonder if other Daniel buildings/constuctions are like this as well.

weedb0y

May 16th, 2010, 01:37 PM

stevelam

May 16th, 2010, 01:46 PM

Imelda_Acanac

May 17th, 2010, 10:21 AM

I asked Paul Louro, President and his reply is below
that it was changed in 2008. The word 'deposit' is now a
purchase and shows in invoices and accounts for newer
customers as a 'fee'.
Example of an old cx acct and invoice
Setup CND-DSL Pro-RES 12 month-(deposit:49.95) 2008-08-11
and newer one
Setup CND-DSL-RES 1 month-(modem fee:49.95) 2010-04-06
Other isps sell modems without buying them back.
_______
Subject: Re: Billing dept cont. refunding
From: "Paul Louro" <paul@canaca.com>
Date: Sun, May 16, 2010 10:42 pm
To: "Imelda Ortega Suzara" <imeldas@acanac.com>
Priority: Normal
Options: View Full Header | View Printable Version | Download this as a file

Back in July or August of 2008 we changed the deposit to a buy back. This was clearly stated on the order page.
"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."
We have been doing buy backs not returns on deposits, however we do it at our sole discretion.

If the invoice states a deposit then it's mistake within the billing program. It is possible if it was done manually. If that's the case we will be more than happy to honour the deposit.

It's done and it's not going to be changed. This was also briefly discussed in the Acanac community forums back in 2008.

Here is one post going back to Dec 19, 2008
https://community.acanac.com/acanac/viewtopic.php?f=15&t=7636&hilit=modem+buy+back

Here is one post going back to March of 2009
https://community.acanac.com/acanac/viewtopic.php?f=20&t=7446&p=50113&hilit=modem+buy+back#p50113

Once I again just because we have been buying back modems did not ever mean we had to.

Best Regards,
Paul Louro
Acanac Inc.
_________
Thank you for your understanding.
Imelda O. Suzara
Acanac Rep

I have been with Acanac for almost 2 years now and I never had any problem, until my return of the modem was declined.

When I signed up, I was told the modem would be returnable anytime as long as it's in working condition. Even my invoice showed "$49.95 deposit." I had my own modem at the time of sign-up. I decided to use the one provided by Acanac only to avoid issues. When I finally decided to return the modem, Acanac quoted me terms that differ from what I agreed to. I am not happy at all.

Quoted is the response I got:
"As per our terms of service we only buy back modems in case of cancellation within 30 days money back guarantee.
As it is mentioned in the following link, "We do provide a full refund for the modem if cancellation is made within the 30 day no obligation period."

https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html"

I have to agree with the poster, the previous terms were that DSL modem was provided on deposit terms and refundable if the model was returned in working order. The new terms obviously don't apply to the poster. Subscribed to see updates from Acanac.

chocolateloverw

May 17th, 2010, 05:06 PM

Current Acanac website shows the price is $24.95 per month with one year contract. Is the $19 (+ tax) deal gone? or need special promotion code to get the $19 (+ tax) deal?

Imelda_Acanac

May 18th, 2010, 09:27 AM

The old promo price was ongoing the first 4 years
of operation and is no longer offered. The old
code 'Redflag 3344' for Redflagdeal members is
no longer in use. Acanac's website has the correct
current price.

Imelda O. Suzara
Acanac Rep

Current Acanac website shows the price is $24.95 per month with one year contract. Is the $19 (+ tax) deal gone? or need special promotion code to get the $19 (+ tax) deal?

Kevin711

May 21st, 2010, 10:53 PM

rdx

May 21st, 2010, 11:02 PM

So my 1 year ended with Acanac and I went to renew it.

Given I'm on dry loop so I understand the extra $107 charge. But after taxes, everything is $47 a month if I prepay the entire year or $50 if I go month to month.

Bit expensive isn't it?

Every DSL provider will charge you for dry loop, unless you switch to Rogers for cable.

p3t3rl1

May 22nd, 2010, 12:20 AM

Every DSL provider will charge you for dry loop, unless you switch to Rogers for cable.

COMPLETELY FALSE. Bell dryloop is free. Get your facts straight.

jokerstone

May 22nd, 2010, 05:59 PM

is this available in waterloo? op is from kitchener and im reading that if bell dsl is available then so is acanac
is this true?
is tekksavvy a better deal?

stevelam

May 22nd, 2010, 06:29 PM

So my 1 year ended with Acanac and I went to renew it.

Given I'm on dry loop so I understand the extra $107 charge. But after taxes, everything is $47 a month if I prepay the entire year or $50 if I go month to month.

Bit expensive isn't it?

i agree, the whole prepaid year 'deal' is barely a deal anymore. i'm on acanac and its been no issues at all, but i'll probably be switching to teksavvy cable internet when renewal time comes.

p@pito

May 22nd, 2010, 08:13 PM

Is this available in Bradford L3Z 2G2? and Tekksavvy too?...

Thanks!

Imelda_Acanac

May 23rd, 2010, 08:34 AM

Acanac charges a flat monthly fee for dry loop paid
to Bell for use of the line. Other dsl isps charge based
on band A to G (far distance increases price).
Please email retention@acanac.com for our current
renewal offer.
Bell usually bundles its services to give discounts.

Imelda O. Suzara
Acanac Rep

So my 1 year ended with Acanac and I went to renew it.

Given I'm on dry loop so I understand the extra $107 charge. But after taxes, everything is $47 a month if I prepay the entire year or $50 if I go month to month.

Bit expensive isn't it?

Every DSL provider will charge you for dry loop, unless you switch to Rogers for cable.

COMPLETELY FALSE. Bell dryloop is free. Get your facts straight.

Imelda_Acanac

May 23rd, 2010, 08:44 AM

Yes Acanac serves both towns. Please pm your full
address with postal code so I can check estimated
speeds to your homes. Most dsl isps can serve the same
areas using the same technology with Bell lines.
Our promo price has changed since April 2010.
Please refer to https://www.acanac.com/DSL.html

Imelda O. Suzara
Acanac Rep

is this available in waterloo? op is from kitchener and im reading that if bell dsl is available then so is acanac
is this true?
is tekksavvy a better deal?

Is this available in Bradford L3Z 2G2? and Tekksavvy too?...

Thanks!

bdaman

May 23rd, 2010, 09:22 PM

I would like to gladly report that Imelda and Paul have made things right. Acanac accepted my return of the modem. I am just waiting for the credit to show up on my statement.

Imelda_Acanac

May 24th, 2010, 08:44 AM

I asked Paul Louro, President about the end of unlimited plans
and other isps offering cable internet.

'Business lines are still not affected by the UBB. We may continue to
offer unlimited through our business service. We just won't call it
business.
We are also looking at TSI cable offerings. If we feel it makes sense we
can enter the market within a few months. After all it's just TPIA.
Nothing special. Anyone with a current infrastructure can offer it.

Best Regards,
Paul Louro'

Note: TPIA=Third Party Internet Access

Imelda O. Suzara
Acanac Rep

i agree, the whole prepaid year 'deal' is barely a deal anymore. i'm on acanac and its been no issues at all, but i'll probably be switching to teksavvy cable internet when renewal time comes.

is this available in waterloo? op is from kitchener and im reading that if bell dsl is available then so is acanac
is this true?
is tekksavvy a better deal?

Every DSL provider will charge you for dry loop, unless you switch to Rogers for cable.

Imelda_Acanac

Jun 1st, 2010, 12:21 PM

I just realized from re-reading the recent CRTC approval
of Bell's application for caps/ubb for all dsl isps, that
the $99.95 diagnostic charge for trouble tickets was not
included in the application/order. If you read
numbers 54 to 57 for flat fee of GAS, which is supposed
to include the help desk calls and trouble tickets, there
is no mention of the possible $99.95 charge per ticket,
but Acanac's User Agreement Terms & Conditions does
plus all staff have to ask customer to agree to this before
opening a help desk ticket for a Bell tech. Since the CRTC
was not fully informed by Bell of this extra charge for
help desk calls, I think the CRTC should reassess their
decision and question Bell why they did not include the
extra diagnostic charge in their application, because it
seems as if the help desk costs are taken from the $20.20
monthly GAS flat fees paid per customer for Basic up to 5Mb.
I filed it to the CRTC under Reference number: 492192.

Note: CRTC assessed Bell costs are reduced by 10% help desk,
14% traffic shaping and 37% atm switches, and yet approved
markups for the flat rate GAS fees. Why when costs are less?

Please refer to
http://www.crtc.gc.ca/eng/archive/2010/2010-255.htm
and
https://www.acanac.com/User-Agreement.html

Imelda O. Suzara
Acanac Rep

user01

Jun 4th, 2010, 02:20 PM

tomtomtom

Jun 4th, 2010, 02:41 PM

My sister got a new condo in Toronto, I want to get Acanac as the internet provider. I got a few questions, what is the model of the modem so I can purchase it myself or how much does it cost to rent one for a year? Can I tell Acanac to do an auto-cancel when promotion finishes? Would I need a dry loop if I am located in Toronto? Thanks.

A TP-link dsl modem will do. http://www.***********/m/?m=td-8816
Around $19-$25

Acanac - no auto-cancel when promo finish, you need to give 30days notice

Dry loop means an active phone line without no dial tone, I am not talking about internet phone. It does not depend on location. If you subscribe to a Bell home phone or Bell's reseller home phone, then you are not on dry loop, thus no dry loop fee.

Try to look into teksavvy. They resells bell phone and have DSL service. With home phone and DSL 200GB service, you'll pay around $60/mth tax-in
www.teksavvy.ca

teoconca

Jun 4th, 2010, 02:53 PM

A TP-link dsl modem will do. http://www.***********/m/?m=td-8816
Around $19-$25

Try to look into teksavvy. They resells bell phone and have DSL service. With home phone and DSL 200GB service, you'll pay around $60/mth tax-in
www.teksavvy.ca

Further tomtomtom's answer, PC Village sells this modem TD-8816 for $20.
http://www.pcvonline.com/productDetails.aspx?prodID=6620
Bewawa even has it cheaper with free GTA delivery to the house for $18.
http://www.bewawa.com/tp-link-td-8816-adsl2-2-ethernet-modem-router.html
+1 look into Teksavvy' s DSL services.

Imelda_Acanac

Jun 6th, 2010, 08:26 AM

The current modem is a Siemens Speedstream 4100
which will be preconfigured to simply plug in and comes
with technical support, but you can buy any dsl modem
and put in your username/password. You can ask to
have a 'no' put in autorenew in your account if you only
want to try the first year by emailing billing@acanac.com.
If you do not want to use a regular phone and filter, you
can get a dry loop for use of the line for internet.
You can pm your full address with postal code to
check if Acanac can serve your home and estimated
speeds.

Imelda O. Suzara
Acanac Rep

My sister got a new condo in Toronto, I want to get Acanac as the internet provider. I got a few questions, what is the model of the modem so I can purchase it myself or how much does it cost to rent one for a year? Can I tell Acanac to do an auto-cancel when promotion finishes? Would I need a dry loop if I am located in Toronto? Thanks.

A TP-link dsl modem will do. http://www.***********/m/?m=td-8816
Around $19-$25

Acanac - no auto-cancel when promo finish, you need to give 30days notice

Dry loop means an active phone line without no dial tone, I am not talking about internet phone. It does not depend on location. If you subscribe to a Bell home phone or Bell's reseller home phone, then you are not on dry loop, thus no dry loop fee.

Try to look into teksavvy. They resells bell phone and have DSL service. With home phone and DSL 200GB service, you'll pay around $60/mth tax-in
www.teksavvy.ca

Further tomtomtom's answer, PC Village sells this modem TD-8816 for $20.
http://www.pcvonline.com/productDetails.aspx?prodID=6620
Bewawa even has it cheaper with free GTA delivery to the house for $18.
http://www.bewawa.com/tp-link-td-8816-adsl2-2-ethernet-modem-router.html
+1 look into Teksavvy' s DSL services.

weedb0y

Jun 7th, 2010, 08:41 AM

Imelda,

I am very dissappointed with your billing department's unprofessional and very rude response.

I am moving in downtown Misisssauga, where Acanac is unable to offer service and hence, I cannot receive the service.

When I called sales, they informed me that I will be receiving refund for the rest of contract as service cannot be provided.

However, this morning I received this reply.

"Hello,

Please be noticed that on accord of our user-agreement we guranty your servcie at the address you have filled out in your order form for a year and we are not responsible in case you move out. Your account will be terminated on 2010-07-01 and no refund is available.

Best Regards,
Acanac Inc. "

That also negates the fact that contract is not refundable at all? That is against what you are advertising all over the place.

Ticket: [KAK-57654]

bsobaid

Jun 7th, 2010, 01:49 PM

COMPLETELY FALSE. Bell dryloop is free. Get your facts straight.

IS this right? Bell dryloop is free?? or its free only when you have other services from BELL ?

Acanac charges about $9 per month for dryloop.

rdx

Jun 7th, 2010, 02:02 PM

IS this right? Bell dryloop is free?? or its free only when you have other services from BELL ?

Acanac charges about $9 per month for dryloop.

Bell also charges you MONTHLY modem/router fee.

mafiastyles

Jun 7th, 2010, 02:20 PM

Well i signed up May 18, 2010 with Acanac and today i still have no internet service.

But i recieved my modem in the mail within a day or two very fast shipping.

I called acanac many times during this period.

First call the wait time was 2 hrs - told to call back june 1st for internet to start.

Called June 1st - Advised bell guy rebooked to june 4 wait time over 1 hour.

Called june 4th - no dsl signal, wait time over 2 hrs , guy told me to try all the phone jacks in the house but still nothing. told me to call back later to see if they activated it? I called back 11pm friday waiting to get through, i just gave up.

im very disappointed with the service so far, and the wait times are ridcoulous. And if they are too busy they say to call back?

I will call back today after work if nothing works, im sending it back.

Right now acanac is not in my good books.

3 weeks without internet, no phoneline since i use voip, and over 6 hrs waiting on the phone to talk to somebody.

I hope other people had a better customer experience

Imelda_Acanac

Jun 7th, 2010, 03:20 PM

Sorry about this but in the promo year, refund
is usually only within the first 30 days under the
money back guarantee and if customer cancels
after, it can only be approved with technical cancellation
by the management. You signed up on 2009-07-30
and your new home cannot be served. Billing calculates
refunds on full month prices $39.95 per used month
not by the promo discount price, so because your term
ends soon, there is nothing left to refund unfortunately.
If you were on your second year and paid the renewal
term prices, you would possibly get a refund for the unused
months left.

Imelda O. Suzara
Acanac Rep

Imelda,

I am very dissappointed with your billing department's unprofessional and very rude response.

I am moving in downtown Misisssauga, where Acanac is unable to offer service and hence, I cannot receive the service.

When I called sales, they informed me that I will be receiving refund for the rest of contract as service cannot be provided.

However, this morning I received this reply.

"Hello,

Please be noticed that on accord of our user-agreement we guranty your servcie at the address you have filled out in your order form for a year and we are not responsible in case you move out. Your account will be terminated on 2010-07-01 and no refund is available.

Best Regards,
Acanac Inc. "

That also negates the fact that contract is not refundable at all? That is against what you are advertising all over the place.

Ticket: [KAK-57654]

Imelda_Acanac

Jun 7th, 2010, 03:25 PM

Sorry about your late activation. Please pm your
username so I can follow up. After activation,
you can email billing@acanac.com and get credit
days extension for the late activation.

Imelda O. Suzara
Acanac Rep

Well i signed up May 18, 2010 with Acanac and today i still have no internet service.

But i recieved my modem in the mail within a day or two very fast shipping.

I called acanac many times during this period.

First call the wait time was 2 hrs - told to call back june 1st for internet to start.

Called June 1st - Advised bell guy rebooked to june 4 wait time over 1 hour.

Called june 4th - no dsl signal, wait time over 2 hrs , guy told me to try all the phone jacks in the house but still nothing. told me to call back later to see if they activated it? I called back 11pm friday waiting to get through, i just gave up.

im very disappointed with the service so far, and the wait times are ridcoulous. And if they are too busy they say to call back?

I will call back today after work if nothing works, im sending it back.

Right now acanac is not in my good books.

3 weeks without internet, no phoneline since i use voip, and over 6 hrs waiting on the phone to talk to somebody.

I hope other people had a better customer experience

weedb0y

Jun 7th, 2010, 03:31 PM

Thanks, it would be professional for your billing to provide justification. In this day and age of transparency, unprofessional will only loose you business. If you would also recall, I had also referred my family member as well. That's another month that I am foregoing.

Sorry about this but in the promo year, refund
is usually only within the first 30 days under the
money back guarantee and if customer cancels
after, it can only be approved with technical cancellation
by the management. You signed up on 2009-07-30
and your new home cannot be served. Billing calculates
refunds on full month prices $39.95 per used month
not by the promo discount price, so because your term
ends soon, there is nothing left to refund unfortunately.
If you were on your second year and paid the renewal
term prices, you would possibly get a refund for the unused
months left.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Jun 8th, 2010, 10:03 AM

Just adding the CRTC reply by email:
_______
Subject: Your message dated 6/1/2010 10:59:58 AM - Our reference: 492192
From: "CRTC DONOTRESPOND/NEPASREPONDRE" <crtcdonotrespond@crtc.gc.ca>
Date: Tue, June 8, 2010 9:21 am
To: imeldas@acanac.com
Priority: Normal
Options: View Full Header | View Printable Version | Download this as a file

Dear Imelda Ortega Suzara:

Thank you for taking the time to contact the CRTC.
The diagnostic maintenance charge referenced was filed for approval under Bell Canada Tariff Notice 7206. After a process of interrogatories, the application was approved under Telecom Order CRTC 2009-772 (December 11, 2009). The complete record of the proceeding is available for public inspection on the CRTC web site. The charge was not introduced by the UBB decision.

The charge was approved after an appropriate investigation by the Commission.

Sincerely,
Chantal Proulx
CRTC Client Services
_______

Brief discussion in our group chat about this charge which is written in
Acanac's User Agreement https://www.acanac.com/User-Agreement.html
'Diagnostic Maintenance Charges. A maintenance charge will be applied to any account as a result of a request for a diagnostic maintenance on a DSL account where no fault was found on the Bell companies facilities or equipment. Should a internal jack or line require installation you will be charge $99.95 + Tax For any work outside the residence no charges will be applied.'

It is probably both a diagnostic and installation charge for inside wiring and
jack and customers have to agree to this possible charge before any repair
ticket can be opened.

Imelda O. Suzara
Acanac Rep

I just realized from re-reading the recent CRTC approval
of Bell's application for caps/ubb for all dsl isps, that
the $99.95 diagnostic charge for trouble tickets was not
included in the application/order. If you read
numbers 54 to 57 for flat fee of GAS, which is supposed
to include the help desk calls and trouble tickets, there
is no mention of the possible $99.95 charge per ticket,
but Acanac's User Agreement Terms & Conditions does
plus all staff have to ask customer to agree to this before
opening a help desk ticket for a Bell tech. Since the CRTC
was not fully informed by Bell of this extra charge for
help desk calls, I think the CRTC should reassess their
decision and question Bell why they did not include the
extra diagnostic charge in their application, because it
seems as if the help desk costs are taken from the $20.20
monthly GAS flat fees paid per customer for Basic up to 5Mb.
I filed it to the CRTC under Reference number: 492192.

Note: CRTC assessed Bell costs are reduced by 10% help desk,
14% traffic shaping and 37% atm switches, and yet approved
markups for the flat rate GAS fees. Why when costs are less?

Please refer to
http://www.crtc.gc.ca/eng/archive/2010/2010-255.htm
and
https://www.acanac.com/User-Agreement.html

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Jun 8th, 2010, 10:06 AM

Sorry again for the calculation because by the
6th month of usage, there would be nothing left
to refund based on the regular month price instead
of the discounted year month price. I forwarded
your complaint to management.

Imelda O. Suzara
Acanac Rep

Thanks, it would be professional for your billing to provide justification. In this day and age of transparency, unprofessional will only loose you business. If you would also recall, I had also referred my family member as well. That's another month that I am foregoing.

Imelda_Acanac

Jun 8th, 2010, 11:09 AM

'The terms of service clearly states how clients are refunded. They did
not complete the term. Why in the world would we honour the promo. They
are refunded based on the terms of service.

We are 100% confident that it will stand up in court. In fact we already
have proved it.'
________
By July 1, your requested cancellation date, your usage would
be 11 months from 2009-07-30 to 2010-07-01 and only 1 month
plus 1 credit month are left. I chatted with our General Sales
Manager about this. You can give your unused month(s?)
to someone else if you fax your photo id and provide info on other
person, but that new person will no longer be eligible for the promo
if they wish to continue service. For details email Billing department
because this is not in the User Agreement online.

Imelda O. Suzara
Acanac Rep

Thanks, it would be professional for your billing to provide justification. In this day and age of transparency, unprofessional will only loose you business. If you would also recall, I had also referred my family member as well. That's another month that I am foregoing.

fredsmith

Jun 8th, 2010, 03:43 PM

weedb0y

Jun 8th, 2010, 07:53 PM

Notwithstanding that the subscriber is out of his mind in terms of asking for a refund 11 months into the promo, Paul could have put it more nicely. I suspect he didn't expect you to post his statement verbatim.

I guess Paul got up on the wrong side of his bed this morning.

Certainly not 11 months. I am asking for refund based on the fact that they cannot provide service in the areas that they advertise. Ie, downtown Misissauga.

Just like cellular companies nullify the contracts in out of coverage areas based on the fact that they cannot fulfill their part of the contract. I am not cancelling for the heck of it. I am being forced to cancel because Acanac is unable to provide service in Mississauga. I could care less about the $40+1 bonus month, but it's how it's communicated. I guess Acanac can use the extra $40 more than me. The fact that 'court' was brought up when I haven't even mentioned it, that's just sad.

Now I am curious because I can justify my case based on the cellular/mobile phone model. Proven many times in the court. But I wasn't even going that far, I was just asking for a proper explaination.

In regards to offering my 2 months to anyone, what's the criteria?

Heck, Bell offered to refund my service fees and cancelled the contract for a Marginal Coverage Area. I can't even imagine how it would hold in court when Acanac is the one who cannot offer the service that I paid them for.

In this age of social media, wow is all I can say in terms of lack of professionalism and just plain arrogance.

fredsmith

Jun 8th, 2010, 09:10 PM

Certainly not 11 months. I am asking for refund based on the fact that they cannot provide service in the areas that they advertise. Ie, downtown Misissauga.

Just like cellular companies nullify the contracts in out of coverage areas based on the fact that they cannot fulfill their part of the contract. I am not cancelling for the heck of it. I am being forced to cancel because Acanac is unable to provide service in Mississauga. I could care less about the $40+1 bonus month, but it's how it's communicated. I guess Acanac can use the extra $40 more than me. The fact that 'court' was brought up when I haven't even mentioned it, that's just sad.

Now I am curious because I can justify my case based on the cellular/mobile phone model. Proven many times in the court. But I wasn't even going that far, I was just asking for a proper explaination.

In regards to offering my 2 months to anyone, what's the criteria?

Heck, Bell offered to refund my service fees and cancelled the contract for a Marginal Coverage Area. I can't even imagine how it would hold in court when Acanac is the one who cannot offer the service that I paid them for.

In this age of social media, wow is all I can say in terms of lack of professionalism and just plain arrogance.

They can fulfill their contract. YOU are the one changing the deal by moving, not them. You might have given the month of service to the new people at your address, by the way. They do not advertise that there is service everywhere - I would have expected that they COULD provide service in the middle of a major metropolitan area, mind you - so what is the issue? Is it that the building has an exclusive arrangement with another provider? That wouldn;t be Acanac's fault in any case. They go wherever Bell does.

So, given that you will have consumed 11 months of service against a one year commitment, using the cellular model, if you had contracted for a year and cancelled early you would be assesed a penalty.

So I really don't see how the deal is all that different; except you got a huge benefit up front with acanac and agreed to the concept of no cancellations for the promo except during the first 30 daytsd and now you want to change that.

Acanac gave you the deal hoping (without guarantees) that they would keep you for the second year and beyond. Hence the super duper deal.

Now, given that you were moving out of their service area and were somewhat verbose, they were willing to calculate the potential refund based on what someone would pay for an 11 month term - that would be 6 months at that rate, 3 months at the rate for the 3 month term, then two months at the single month rate - which totals a lot more than you paid them, ergo; No refund.

Except for the fact that their people wrote a rather annoying letter, I don't see what you have to complain about.

weedb0y

Jun 9th, 2010, 12:24 PM

Without taking this further, cellular companies void the contract if you are outside of their coverage area (as long as its in Canada).

Anyway, Acanac needs the $40 much more badly but my main complaint was their uber unprofessional response from the billing. Heck, even the spell checker is a luxury to them at the moment.

I am sure they are much more worried about their future growth plans considering Bell has won the UBB war. I have referred many and have raved about their 'service' despite the poor tech support/post-sales support I had received, giving them benefit of the doubt on various occasions and settling at times. Just because they were the underdogs and I wanted to support the little guy.

From business development perspective, however, I don't see any model that favors positive growth given the customer experience is definitely the neglected part of their business strategy at the moment.

elmst200

Jun 14th, 2010, 10:19 AM

I noticed recently (past one or two months or so) the BT traffic was tightly controlled beyond the Bell's traditional time of traffic throttle (e.g. afte 7:00PM daily). An example is last Sunday morning when I turned on uTorrent the d/w speed for the first couple of minutes were quite good and it suddenly dropped significantly (to below 1-2kB/s). The ultra-low d/l speed stayed unless I turned off the uTorrent and turned it on at latter time, same symptom repeated.

I have been using uTorrent with Bell for years and with ACANAC for some time and never encountered such situation. Can Imelda confirm whether ACANAC controls BT traffic directly?

Imelda_Acanac

Jun 14th, 2010, 12:21 PM

Have you set up an ssh tunnel to bypass throttling?
Please view the video instructions here
https://www.acanac.com/SSH-Tunnel/index.html.
You can pm your username so I can also check your
profile speeds in Portal.

Imelda O. Suzara
Acanac Rep

I noticed recently (past one or two months or so) the BT traffic was tightly controlled beyond the Bell's traditional time of traffic throttle (e.g. afte 7:00PM daily). An example is last Sunday morning when I turned on uTorrent the d/w speed for the first couple of minutes were quite good and it suddenly dropped significantly (to below 1-2kB/s). The ultra-low d/l speed stayed unless I turned off the uTorrent and turned it on at latter time, same symptom repeated.

I have been using uTorrent with Bell for years and with ACANAC for some time and never encountered such situation. Can Imelda confirm whether ACANAC controls BT traffic directly?

Imelda_Acanac

Jun 15th, 2010, 08:23 AM

Yesterday, one of the routers went down and was
replaced. It has been fixed here so customers can just
reboot modems, unplug and plug power on, to reconnect.
Note: about 4000 customers are connected to this router
and our tech manager messaged most should automatically
connect.

Imelda O. Suzara
Acanac Rep

user01

Jun 20th, 2010, 12:53 PM

Internet is down. :cry:

I sent you my info, Imelda

Imelda_Acanac

Jun 21st, 2010, 08:14 AM

I sent you a pm about your connection.
I checked your profile in Portal again
and it is back In Service with 5Mb/640Kb.

Thank you for your patience and cooperation.

Imelda O. Suzara
Acanac Rep

Internet is down. :cry:

I sent you my info, Imelda

lifeless_sucker

Jun 28th, 2010, 12:28 PM

hi imelda,

i am interested in setting an acanac connection for a year and would like to the dry loop. Is there a way I can contact you?

Imelda_Acanac

Jun 28th, 2010, 03:07 PM

Hi,

Thank you for considering Acanac as your isp!
To sign up you can call Acanac Sales department
1 866 281 3538 x1 sales or online on the website.
If you pm your full address with postal code, I can
check estimated speeds to your home.

Imelda O. Suzara
Acanac Rep

hi imelda,

i am interested in setting an acanac connection for a year and would like to the dry loop. Is there a way I can contact you?

Imelda_Acanac

Jul 2nd, 2010, 10:03 AM

Check out http://torontotv.net for local events
and news happening in Toronto, with shows
streaming 24/7, viewable anywhere with Internet
Explorer with internet. I'm using Acanac 5M speeds.

Other web tv streaming websites:
http://www.freetvonline.com/
http://www.worldtvpc.com/
http://www.livestation.com/
http://wwitv.com/
http://www.firstonmars.com

Video streaming quality and content is patterned after tv shows
and video on demand is convenient for those who prefer to select
specific shows instead of waiting for the schedule.

Imelda O. Suzara
Acanac Rep

flamesky

Jul 9th, 2010, 11:23 AM

My story with Acanac.

1. submitted the order on June 10.

2. the first Bell technician showed up on June 16, but I wasn't home because I was told that he would come for activating on that day! Have to reschedule another appointment, which was June 24.

3. June 24, the second Bell technician showed up, and link the line from CO to my apt. The DSL worked, BUT downstream/upstream was only 640/510. the Bell technician said I had to call Acanac to fix it! That's not his job. :mad::mad: Alright....

4. submitted a ticket on June 25. The next day, June 26, Acanac responded that "would you please check the connection after 24 hours, ok.. fine.. I waited.

5. June 27, problem was still there. Contact Acanac again. was told that's "profile problem", ticket moved to "To Do department"

6. waited for 2 days, June 29th, problem was still there. replied the ticket, and asked for the status of the issue.

7. On June 30, Acanac replied "Could you please call us so we can troubleshoot your connection to see if we can correct your issue." Okay.. I called... was told that's "profile mapping problem", she created a new ticket to fix the problem, and asked me to check the speed on Friday (July 2nd).

8. Alright, I waited again.

9. On July 6th, the problem was NOT fixed yet. Called Acanac again, I was told that previous ticket was closed. Why?!?! He said "no idea". He would create another new order to fix the problem, it might take up to 5 business days.

10. 5 business day means it will be on July 13rd, which will be more than 30 days from June 10, which was the day I placed the order. So, on July 7th, I submitted a ticket on Acanac's website to ask when is my last day to submit the full refund in my case. BUT NO ANY RESPONSE AT ALL!! (I was still thinking I should let Acanac to fix the problem or to cancel the service within 30 days)

11. On July 8th, the next day, I replied the ticket to ask for response again.. no any response still!! Then I designed to cancel the service and get the full refund!

12. On July 9th, no any response still!!! I googled to see where I can ask for help!!

Do you think I have enough patience? :mad:

Dear Imelda, I pmed you my info already. Please help! Thanks!

Imelda_Acanac

Jul 9th, 2010, 12:02 PM

I sent you a pm with details. Your home is too far
and will only get less than 1Mb. The repair ticket
tried to improve it but it is technically impossible.
Your cancellation request is within 30 days and you
should get the full refund.

Sorry for not being able to provide the full speeds.

Imelda O. Suzara
Acanac Rep

My story with Acanac.

1. submitted the order on June 10.

2. the first Bell technician showed up on June 16, but I wasn't home because I was told that he would come for activating on that day! Have to reschedule another appointment, which was June 24.

3. June 24, the second Bell technician showed up, and link the line from CO to my apt. The DSL worked, BUT downstream/upstream was only 640/510. the Bell technician said I had to call Acanac to fix it! That's not his job. :mad::mad: Alright....

4. submitted a ticket on June 25. The next day, June 26, Acanac responded that "would you please check the connection after 24 hours, ok.. fine.. I waited.

5. June 27, problem was still there. Contact Acanac again. was told that's "profile problem", ticket moved to "To Do department"

6. waited for 2 days, June 29th, problem was still there. replied the ticket, and asked for the status of the issue.

7. On June 30, Acanac replied "Could you please call us so we can troubleshoot your connection to see if we can correct your issue." Okay.. I called... was told that's "profile mapping problem", she created a new ticket to fix the problem, and asked me to check the speed on Friday (July 2nd).

8. Alright, I waited again.

9. On July 6th, the problem was NOT fixed yet. Called Acanac again, I was told that previous ticket was closed. Why?!?! He said "no idea". He would create another new order to fix the problem, it might take up to 5 business days.

10. 5 business day means it will be on July 13rd, which will be more than 30 days from June 10, which was the day I placed the order. So, on July 7th, I submitted a ticket on Acanac's website to ask when is my last day to submit the full refund in my case. BUT NO ANY RESPONSE AT ALL!! (I was still thinking I should let Acanac to fix the problem or to cancel the service within 30 days)

11. On July 8th, the next day, I replied the ticket to ask for response again.. no any response still!! Then I designed to cancel the service and get the full refund!

12. On July 9th, no any response still!!! I googled to see where I can ask for help!!

Do you think I have enough patience? :mad:

Dear Imelda, I pmed you my info already. Please help! Thanks!

dazz

Jul 9th, 2010, 05:20 PM

I canceled too. Right now it's not worth their asking price.
It's at around Bell/Rogers,but with much less support.
When something is wrong Bell sends a technician to help. Acanac doesn't offer it unless it's something wrong with the line. Too many communication issues.
And at the end, it's not competitive anymore,with all the other 3rd party resellers who are better in all of those aspects.

So, Acanac needs to step up or reduce their prices to what their service is more like, which is about 30bux a month at the MOST. It's just not worth any more right now

Imelda_Acanac

Jul 11th, 2010, 09:03 AM

This website http://www.canadianisp.ca/cgi-bin/ispsearch.cgi
is one way to see a list of other isps per city with
prices and plans. For 5Mb/800Kb unlimited, Acanac is
one of the cheapest on the promo first year, and if a
customer's home is within the distance and gets that,
they are satisfied and continue on the next year at
regular price terms. But for homes which are far and cannot
get the average speeds, no matter how many repair tickets
are opened to improve them, it would not be worth it because
it is technically impossible to improve the connection.
Some will switch to cable instead of dsl internet.

Imelda O. Suzara
Acanac Rep

I canceled too. Right now it's not worth their asking price.
It's at around Bell/Rogers,but with much less support.
When something is wrong Bell sends a technician to help. Acanac doesn't offer it unless it's something wrong with the line. Too many communication issues.
And at the end, it's not competitive anymore,with all the other 3rd party resellers who are better in all of those aspects.

So, Acanac needs to step up or reduce their prices to what their service is more like, which is about 30bux a month at the MOST. It's just not worth any more right now

Imelda_Acanac

Jul 12th, 2010, 09:34 AM

This is useful for new customers to understand the modem lights.
1) PWR power lights up (at modem rear connect to electric outlet)
2) ETH lights up when ethernet cable is properly
connected from it to ethernet card in computer (or other *router)
but flickers when transmitting/receiving data (at modem rear
connect to ethernet network card or hub/switch of computer);
advisable to use this instead of the USB port
OR USB lights up when USB driver is installed in pc
Note: Ethernet is more stable and compatible with mac/pc, than usb port
3) DSL lights up when ADSL connection established with ISP server
but flickers when it is trying to connect to ISP
(at modem rear connect DSL port to phone jack with short phone line)
4) PPP lights up solid when connection established to internet
(usually the last to light indicating all devices in sync with dsl line signal)

Setup Instructions for Customers Using Own Modem
First connect the ethernet from modem to computer,
then phone line from dsl of modem to phone jack,
power on modem and computer. Wait for the lights
to go on, and when PPP is solid for internet connection
after correct username/password in and all devices sync
with phone line dsl signal. Follow steps below.
For dry loop dsl, only 1 phone jack is activated for
internet so you have try each one till you find the one
that works, no filters. Regular dsl please use filters for
phones and other equipment but not for modem.
Use short phone cord to modem, but long ethernet to pc is okay.
On a browser, go to http://192.168.1.1 (starbridge lynx210 or aztech605eu) or
http://192.168.254.254 or http://192.168.1.254 (siemens speedstream 4100),
use 'admin', 'admin',
click on Quick Start, Login Settings, enter your
User name from new isp
Password from new isp
Click on Connect, then Save Settings.

Imelda O. Suzara
Acanac Rep

vlado416

Jul 13th, 2010, 06:42 AM

I live in downtown TO, 5 minutes from Bloor/Yonge, has anyone had issues with Acanac and how good is it? Is distance the issue with the speed for me? The price is very good , less than third of bell/rogers monopoly which I am tired of . I am on bell dsl and the speed is good , over 10mbps but it's too expensive so I am looking to downsize

Imelda_Acanac

Jul 13th, 2010, 11:39 AM

If you pm your full address with postal code, I
can check estimated speeds to your home. Dsl
internet is based on distance, closer to Central Office
faster speeds, farther slower. Acanac uses the same
phone internet technology as Bell and can provide
per dsl line up to 5Mb speeds and thru mlppp bonding
faster speeds are possible.

Imelda O. Suzara
Acanac Rep

I live in downtown TO, 5 minutes from Bloor/Yonge, has anyone had issues with Acanac and how good is it? Is distance the issue with the speed for me? The price is very good , less than third of bell/rogers monopoly which I am tired of . I am on bell dsl and the speed is good , over 10mbps but it's too expensive so I am looking to downsize

superping

Jul 13th, 2010, 04:19 PM

I tried Acanac because of their competitive price. The line went down + speed issue every 2-3 weeks. >:( After 6 months, we received enough calls from the tenants... ditched the service (with 6 months left) and went to Rogers.

Now, We are somewhat happy with Rogers (currently, paying $90+ per month. Tenant abuse it with over-usage fee. But at least, we get our sleep).

Imelda_Acanac

Jul 14th, 2010, 08:18 AM

Sorry to hear about your tenants experience.
Frequent disconnections and intermittent sync can be
due to different factors: wrong configuration and
setup of equipment, buzzer, alarm, damaged wiring
inside or outside, voip ata, weather, etc. Some connections
can take several repair tickets before the home network
is set up correctly to sync with the dsl signal on the phone line.
Cable internet has less conflict because it is usually only for
tv and internet signals, whereas phone internet can have voice,
fax, internet, alarm, buzzer, etc. using the same line.

Imelda O. Suzara
Acanac Rep

I tried Acanac because of their competitive price. The line went down + speed issue every 2-3 weeks. >:( After 6 months, we received enough calls from the tenants... ditched the service (with 6 months left) and went to Rogers.

Now, We are somewhat happy with Rogers (currently, paying $90+ per month. Tenant abuse it with over-usage fee. But at least, we get our sleep).

Valek

Jul 15th, 2010, 11:26 AM

Hi,
I'm considering Acanac or TekSavvy and noticed that the current 12/mo promotion which definitely has me interested over TekSavvy so far.
I'm tired of Rogers and their overage fees and was wondering how easy the whole setup would be. I'm in the Dufferin-Dupont area and was wondering what the whole process would be if i were to switch from Rogers.
Thanks!

Cas77

Jul 15th, 2010, 11:46 AM

Title should be edited, $19 is misleading.

I've used 500GB of b/w with Acanac so far this month and not even a flinch from them...yet.

Was aiming for 1TB this month...we'll see if they complain. :lol:

Imelda_Acanac

Jul 15th, 2010, 02:57 PM

Acanac dsl requires a phone jack with either a regular
active phone (wet loop) or no dial tone (dry loop).
Rogers uses cable lines for its phone and internet.
If your phone is Rogers analog, ask them for a CID
(circuit id) number or if Rogers digital, you
will need to get dry loop with Acanac at extra cost.
You also need a dsl modem.

If you pm your full address with postal code, I can
check estimated speeds to your home since dsl internet
is distance based, closer to Central Office faster speeds
but farther away slower.

Imelda O. Suzara
Acanac Rep

Hi,
I'm considering Acanac or TekSavvy and noticed that the current 12/mo promotion which definitely has me interested over TekSavvy so far.
I'm tired of Rogers and their overage fees and was wondering how easy the whole setup would be. I'm in the Dufferin-Dupont area and was wondering what the whole process would be if i were to switch from Rogers.
Thanks!

Imelda_Acanac

Jul 15th, 2010, 03:01 PM

I asked months ago from RFD management if it
can be changed but there was no reply. The
current prices are published on Acanac website
http://www.acanac.ca and in newspapers.
Enjoy unlimited while it exists!

Imelda O. Suzara
Acanac Rep

Title should be edited, $19 is misleading.

I've used 500GB of b/w with Acanac so far this month and not even a flinch from them...yet.

Was aiming for 1TB this month...we'll see if they complain. :lol:

Cas77

Jul 16th, 2010, 08:06 AM

I asked months ago from RFD management if it
can be changed but there was no reply. The
current prices are published on Acanac website
http://www.acanac.ca and in newspapers.
Enjoy unlimited while it exists!

Imelda O. Suzara
Acanac Rep

Imelda, the problem I have is that after the 1st year (I'm in year 2) there is no mention whatsoever of the pricing. I combed through the entire agreement and here's what it says:

"Billing. All terms are due up front. If you sign up for the lowest rate then you are likely on the 1 year term. You will be billed the entire term up front and then billed on a yearly basis.All credit cards are billed automatically on there renewal dates."

The 24.95 is posted everywhere on the website, we get auto-renewed after year 1 at a higher rate, which I'm fine with...but what am I paying? Technically you could go ahead and pre-bill me for $100/month if you wanted.

This is misleading, Roger-esque and Bell-ish in my opinion.

Imelda_Acanac

Jul 16th, 2010, 04:06 PM

Here is the link on Acanac website
http://www.acanac.com/DSL.html.

Imelda O. Suzara
Acanac Rep

Imelda, the problem I have is that after the 1st year (I'm in year 2) there is no mention whatsoever of the pricing. I combed through the entire agreement and here's what it says:

"Billing. All terms are due up front. If you sign up for the lowest rate then you are likely on the 1 year term. You will be billed the entire term up front and then billed on a yearly basis.All credit cards are billed automatically on there renewal dates."

The 24.95 is posted everywhere on the website, we get auto-renewed after year 1 at a higher rate, which I'm fine with...but what am I paying? Technically you could go ahead and pre-bill me for $100/month if you wanted.

This is misleading, Roger-esque and Bell-ish in my opinion.

Imelda_Acanac

Jul 16th, 2010, 07:19 PM

Using the internet while visiting family, and
Acanac vpn virtual private network I can still
work anywhere there is internet with Acanac
virtual office and group chat to access customers
accounts and profiles. Vpn and ssh are available
for free for Acanac mlppp customers too.

Imelda O. Suzara
Acanac Rep

JonzoVX

Jul 17th, 2010, 12:38 PM

Imelda I put in a ticket to cancel my 1 year contract before Acanac renews it. I haven't received confirmation though, so I'm worried. Can you confirm?

The registered phone # on my account is 905-864-0265. It's no longer my # as I've moved. How do I take care of this? Thanks..

Imelda_Acanac

Jul 17th, 2010, 01:28 PM

I checked your ticket and replied on it and
you can read and correspond with the Billing
department in that ticket. Cancellation should
be done on or before the term date and today
is your term date. Thank you for informing us.

Imelda O. Suzara
Acanac Rep

Imelda I put in a ticket to cancel my 1 year contract before Acanac renews it. I haven't received confirmation though, so I'm worried. Can you confirm?

The registered phone # on my account is 905-864-0265. It's no longer my # as I've moved. How do I take care of this? Thanks..

Imelda_Acanac

Jul 17th, 2010, 02:06 PM

For about 2 weekends now, the volume of emailed
ticket requests submitted by customers has
increased unusually from about 30 to 250!
For those with open tickets, thank you for your
understanding and patience.

Imelda O. Suzara
Acanac Rep

JonzoVX

Jul 18th, 2010, 05:09 PM

chen0289

Jul 19th, 2010, 01:59 AM

Im moving into a new house on Aug 3rd, would like to get dry loop from Acanac, since it takes roughly two weeks to activate it, should I order now and hope its activated by the time I'm moved in? because if I sign up on the day I move in, I won't have internet for the time that I'm waiting... my voip phone and tv won't work as well...

Imelda_Acanac

Jul 19th, 2010, 09:41 AM

You can order today and request the activation
date to coincide with your move in date. For
dry loop dsl, customer should be home in case
the Bell tech needs access to your home premise.

Imelda O. Suzara
Acanac Rep

Im moving into a new house on Aug 3rd, would like to get dry loop from Acanac, since it takes roughly two weeks to activate it, should I order now and hope its activated by the time I'm moved in? because if I sign up on the day I move in, I won't have internet for the time that I'm waiting... my voip phone and tv won't work as well...

chen0289

Jul 19th, 2010, 10:58 AM

You can order today and request the activation
date to coincide with your move in date. For
dry loop dsl, customer should be home in case
the Bell tech needs access to your home premise.

Imelda O. Suzara
Acanac Rep

So by doing the way you suggested, Acanac will send the modem to me, and by the time I move in internet will be ready? or will I have to wait another week from the "activation date" for internet to be connected?

Muncher

Jul 19th, 2010, 11:43 AM

If I have Rogers homephone (not landline), how will Acanac connect via this? Is there an additional charge in addition to the monthly charge for any Acanac services, or Rogers services or any devices? I also use a dLink wireless router - how do I achieve wireless with Acanac?

Thanks!

Imelda_Acanac

Jul 19th, 2010, 11:51 AM

Usually, from order date to activation date
can take up to 9 business days with dry loop dsl.
So order it now and request an activation date
after your move in date because it could take
that long about 2 weeks not including weekends.

Imelda O. Suzara
Acanac Rep

So by doing the way you suggested, Acanac will send the modem to me, and by the time I move in internet will be ready? or will I have to wait another week from the "activation date" for internet to be connected?

Imelda_Acanac

Jul 19th, 2010, 11:56 AM

Rogers to Acanac
Acanac dsl requires a phone jack with either a regular
active phone (wet loop) or no dial tone (dry loop).
Rogers uses cable lines for its phone and internet.
If your phone is Rogers analog, ask them for a CID
(circuit id) number or if Rogers digital, you
will need to get dry loop with Acanac at extra cost.
You also need a dsl modem.

If you pm your full address with postal code, I can
check estimated speeds to your home since dsl internet
is distance based, closer to Central Office faster speeds
but farther away slower.

For wireless home network, you can connect the wireless
router to the dsl modem. Bridging the modem will help
stabilize connection.

Imelda O. Suzara
Acanac Rep

If I have Rogers homephone (not landline), how will Acanac connect via this? Is there an additional charge in addition to the monthly charge for any Acanac services, or Rogers services or any devices? I also use a dLink wireless router - how do I achieve wireless with Acanac?

Thanks!

sa_wood

Jul 19th, 2010, 05:05 PM

I was wondering when Acanac goes to cable market like teksavvy:?:

chen0289

Jul 19th, 2010, 10:55 PM

where on the order page can I enter the "Activation date"? also can I pm you my address to see if the service is available and the speed thats available at?

JonzoVX

Jul 20th, 2010, 09:54 AM

I checked your ticket and replied on it and
you can read and correspond with the Billing
department in that ticket. Cancellation should
be done on or before the term date and today
is your term date. Thank you for informing us.

Imelda O. Suzara
Acanac Rep

Imedla, how do I get a response from the Billing team? I submitted a ticket but haven't heard anything in 2 days. When I call the Billing line, all it does is re-direct me to their Ticket system online...

Ticket #CAH-88763..

Imelda_Acanac

Jul 20th, 2010, 10:26 AM

You can enter it in the field box 'Additional Comments'
https://www.acanac.com/cgi-bin/acanac.cgi/Order_Personal_DSL.html.
Please send your full address with postal code by pm
so I can check estimated speeds to your home.

Imelda O. Suzara
Acanac Rep

where on the order page can I enter the "Activation date"? also can I pm you my address to see if the service is available and the speed thats available at?

Imelda_Acanac

Jul 20th, 2010, 11:22 AM

Hi,

Yes I read your 2 replies posted on the ticket
and retention will reply on it asking the reason
for cancelation and reply on it and ask for the
full refund since you opened the ticket on the term
date. Your profile will be disconnected after.

Imelda O. Suzara
Acanac Rep

Imedla, how do I get a response from the Billing team? I submitted a ticket but haven't heard anything in 2 days. When I call the Billing line, all it does is re-direct me to their Ticket system online...

Ticket #CAH-88763..

Imelda_Acanac

Jul 29th, 2010, 01:36 PM

An RFD member/Acanac customer posted about the
'"loyal and faithful customer", especially the elderly'
in a thread of Acanac auto-billing
http://forums.redflagdeals.com/11228207-post70/.
In a competitive market full of isps this provides
an interesting change of viewpoint, where the type
of customer matters and which isp they choose.
Usually, the focus is on the isp, not the customer type.
Alexa.com gathers such info providing profiles of
website viewers: age, gender, education, children,
location, income, ethnicity which may or may not
influence the taste choice.

'Compared with internet averages, Acanac.com's audience tends to be
moderately educated; it also appeals more to childless men earning
between $30,000 and $60,000 who browse from home.'
With the following breakdown
Age 35-44; Education Some College, College; Gender Male,
Has Children No; Browsing Location Home
http://www.alexa.com/siteinfo/acanac.com

Others isps viewers according to Alexa
http://www.alexa.com/siteinfo/teksavvy.com
http://www.alexa.com/siteinfo/velcom.ca
http://www.alexa.com/siteinfo/bell.ca
http://www.alexa.com/siteinfo/rogers.com

and for Redflagdeals shopping forum
http://www.alexa.com/siteinfo/redflagdeals.com

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Jul 30th, 2010, 08:51 PM

A full refund was done today.

Thank you for your patience.

Imelda O. Suzara
Acanac Rep

Imedla, how do I get a response from the Billing team? I submitted a ticket but haven't heard anything in 2 days. When I call the Billing line, all it does is re-direct me to their Ticket system online...

Ticket #CAH-88763..

exnihilio

Jul 30th, 2010, 10:43 PM

Hi Imelda,

I just completed my 1 year term with Acanac and was going to switch over to TekSavvy due to more competitive pricing since I was told the cheapest I could sign up for as renewal was $407.40 for the year ($33.95/month) or $40 month to month (actually at the time of a service call I was quoted $427.77 for the year but the above price was in the e-mail that was sent)

Can an existing customer use the $24.95/month term and if so should I be calling sales and asking for this promo or can I simply re-complete the form at the link you provided?

I would stay with Acanac if I can get this promo.

Thanks
ex

p.s. I already paid for the next month just today just to get myself back online quickly not knowing about this other promo. My account had been de-activated while I was out of town due to the fact my credit card had reached it's expiry. It would be great if I could prorate the 1 month already paid into the $24.95/month 12 month plan)

Feel free to PM me if that's more appropriate but it may be good for others to know if existing members can get the new promos.

Thanks

Here is the link on Acanac website
http://www.acanac.com/DSL.html.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Aug 1st, 2010, 06:14 PM

Sorry but each household can get it only once
on the first year and the promo price changed a few
months ago. On the 2nd year, the regular term prices
are in effect for renewal. But you can join the referral
program and get a free month per new customer you
refer. Please read
http://acanac.com/Referral-Program.html.
You can also email retention@acanac.com and ask for
any current retention offers.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I just completed my 1 year term with Acanac and was going to switch over to TekSavvy due to more competitive pricing since I was told the cheapest I could sign up for as renewal was $407.40 for the year ($33.95/month) or $40 month to month (actually at the time of a service call I was quoted $427.77 for the year but the above price was in the e-mail that was sent)

Can an existing customer use the $24.95/month term and if so should I be calling sales and asking for this promo or can I simply re-complete the form at the link you provided?

I would stay with Acanac if I can get this promo.

Thanks
ex

p.s. I already paid for the next month just today just to get myself back online quickly not knowing about this other promo. My account had been de-activated while I was out of town due to the fact my credit card had reached it's expiry. It would be great if I could prorate the 1 month already paid into the $24.95/month 12 month plan)

Feel free to PM me if that's more appropriate but it may be good for others to know if existing members can get the new promos.

Thanks

Imelda_Acanac

Aug 1st, 2010, 06:23 PM

Currently enjoying Harrahs Hotel in Reno Nevada
a gambling town http://www.harrahsreno.com
with my parents and relatives. Wifi internet costs
$10.95 for a 24hour period for 1 computer. I can
still work and access customers accounts and internal
ticket histories, profiles, etc because of Acanac VPN
virtual private network, which is perfect for traveling
and working with this virtual office. Here are some
speed tests, using the VPN and without it:

QWest isp (Harrahs isp) in Nevada to Toronto Ontario
http://www.speedtest.net/result/899794639.png (http://www.speedtest.net)

Canaca vpn which uses Acanac server even though I am
physically in Reno Nevada using QWest isp to access the vpn.
http://www.speedtest.net/result/899796699.png (http://www.speedtest.net)

Imelda O. Suzara
Acanac Rep

chen0289

Aug 2nd, 2010, 10:34 AM

if I paid full for a year and refer someone, I get a free month for free, do I get a credit back for a month refunded or do I just get the 13th month for free?

also if I refer 10 people and get the dsl for free, does that include dry loop fee as well? also if I move to another area with Acanac available do I continue to get it for free or does it cancel after one moves?

Imelda_Acanac

Aug 2nd, 2010, 11:11 AM

If you refer a new customer, you get a free month
after they email billing@acanac.com after their
first 30 days with Acanac. By the 10th referral,
you get free internet for life including dry loop
usually. You can move the service wherever you
go with first move free and subsequent moves at
$25 each. For the free 13th month, it is up to
the Retention department to offer it or not with
year term renewals.

Imelda O. Suzara
Acanac Rep

if I paid full for a year and refer someone, I get a free month for free, do I get a credit back for a month refunded or do I just get the 13th month for free?

also if I refer 10 people and get the dsl for free, does that include dry loop fee as well? also if I move to another area with Acanac available do I continue to get it for free or does it cancel after one moves?

Imelda_Acanac

Aug 3rd, 2010, 07:37 PM

This may be off topic but it reminded me of how Acanac
customers complain and cancel from slow speeds and
ask for refunds.

I just finished complaining to Harrahs Reno hotel front desk
and tech support and to their isp QWest. The speeds are
not even 256Kb in this hotel room on the 11th floor and the
charge is $10.95 for 24 hours! I was taking a break to watch
Youtube and the Bacharach music video kept on stopping so I
called the hotel and complained about the speeds and the price.
The tech told me that all the hotel rooms share the bandwidth
and I am not allowed to watch Youtube videos because it would
harm the shared network and slow everyone down! The tests
below with vpn or without it are not even 256Kb. If hotels
are going to charge such prices and offer wifi internet for business
and/or pleasure, either they increase the speeds or lower price
to be fair to hotel guests.

With Acanac VPN
http://www.speedtest.net/result/902273514.png (http://www.speedtest.net)

Without
http://www.speedtest.net/result/902279649.png (http://www.speedtest.net)

Update: thanks to my mother's accumulated points from petty gambling
with her Harrahs member card, we got complimentary internet, buffet meals,
and 3 free nights of accommodation!

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Aug 6th, 2010, 10:07 PM

Here near San Diego to attend the Burt Bacharach
concert on August 8 and continuing to work online
here with flexible hours. Acanac's VPN can work
even with low speeds as long as connection is stable.
Having a virtual private network (VPN) adds security
for those who work while travelling and use the public
internet for accessing and transferring files.

With VPN
Note: wherever I login with it in the world, the isp will show Canaca.
Speeds look the same with or without VPN.
http://www.speedtest.net/result/906071934.png (http://www.speedtest.net)
http://www.speedtest.net/result/906072689.png (http://www.speedtest.net)

Without VPN
http://www.speedtest.net/result/906077314.png (http://www.speedtest.net)
http://www.speedtest.net/result/906076021.png (http://www.speedtest.net)

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Aug 9th, 2010, 01:01 PM

When experiencing modem problems that cause disconnections,
basic troubleshooting actions are: reboot, relog in, test@test,
bridge, reset and re-setup, test at a different location that has dsl,
or test another modem that they know works elsewhere, check
username in rad server and clear old sessions, check doubles. This
list is from group chat with tech support. If modem is defective,
customers can exchange if they bought it from Acanac.
If there is no sync on the line itself, a Bell repair ticket can be opened.

Imelda O. Suzara
Acanac Rep

erebakish

Aug 16th, 2010, 04:51 PM

I'm trying to cancel my service before my first month is over to get a full refund and just sent an email with my name and the cancellation request, what other information do they need?

fredsmith

Aug 16th, 2010, 05:37 PM

I'm trying to cancel my service before my first month is over to get a full refund and just sent an email with my name and the cancellation request, what other information do they need?

Well, I'd imagine that they would want your account number and the phone number to which the service is attached.

Open the ticket that you can access from the link in the confirmation e-mail and add the information there.

Imelda_Acanac

Aug 17th, 2010, 11:54 AM

If you are not satisfied and cancel within the first
30 days, you can get a full refund. Check your
email Inbox or Junk/Spam for the auto reply ticket
and give the reason why in the ticket. If you need
help, you can pm your username or name so I can
follow up.

Imelda O. Suzara
Acanac Rep

I'm trying to cancel my service before my first month is over to get a full refund and just sent an email with my name and the cancellation request, what other information do they need?

Well, I'd imagine that they would want your account number and the phone number to which the service is attached.

Open the ticket that you can access from the link in the confirmation e-mail and add the information there.

Imelda_Acanac

Aug 19th, 2010, 11:56 AM

I recently bought an Acer laptop and Archos 9 tablet pc
both using Windows 7 to alternate working with my Macbook.
I did an online speed test and modem test check on each
and will post them here from each.

Modem test in all showed same
Us rate 800
Ds rate 5056
IP 66.49.135.30

Macbook
http://www.speedtest.net/result/920602495.png (http://www.speedtest.net)

Archos 9 tablet pc
http://www.speedtest.net/result/920600317.png (http://www.speedtest.net)

Acer laptop
http://www.speedtest.net/result/920599837.png (http://www.speedtest.net)

Imelda O. Suzara
Acanac Rep

Naruto

Aug 24th, 2010, 11:08 AM

Hi Imelda,

My 2nd year prepaid term ends in September. I have sent a message through Acanac's site to cancel my DSL service as of the end of term date. I have requested for billing to NOT auto-renew me, and to NOT auto charge my credit card. If possible, I'd like my credit card number and information removed from the database as well so I don't incur any "surprise" charges in the future.

For the record, I have been pleased for the duration of being a customer, have no major complaints about Acanac's service, and am only cancelling service because I am leaving the country for work.

Can you please ensure that my request to cancel is understood by billing and that I don't get auto-renewed and don't have my credit card charged next month when my term ends?

My ticket number is VAM-11214. I can provide my name and user login through pm if necessary.

Thanks Imelda!

Imelda_Acanac

Aug 24th, 2010, 03:48 PM

Your ticket is in the system and Acanac staff
will correspond with you in it to confirm your
cancellation and reason why. I will put a note
in your account with the ticket cancellation.
Your profile is still In Service until your term
date 2010-09-10.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

My 2nd year prepaid term ends in September. I have sent a message through Acanac's site to cancel my DSL service as of the end of term date. I have requested for billing to NOT auto-renew me, and to NOT auto charge my credit card. If possible, I'd like my credit card number and information removed from the database as well so I don't incur any "surprise" charges in the future.

For the record, I have been pleased for the duration of being a customer, have no major complaints about Acanac's service, and am only cancelling service because I am leaving the country for work.

Can you please ensure that my request to cancel is understood by billing and that I don't get auto-renewed and don't have my credit card charged next month when my term ends?

My ticket number is VAM-11214. I can provide my name and user login through pm if necessary.

Thanks Imelda!

AA0913

Aug 24th, 2010, 04:23 PM

Hi Imelda.

I am going onto my 4th year with acanac, but have noticed other competitors in the DSL market. What offer, if any can be extended to me other than the post-promotional price of that I am paying?

There is no incentive for me to stay with acanac for the 4th year if I can just jump providers and be "new" to another ISP.

Imelda_Acanac

Aug 25th, 2010, 08:20 AM

You can email retention@acanac.com about current
renewal offers, usually for the year term. Also, join
Acanac Referral Program wherein you get a free month
per new customer you refer. You can also check out the
prices of other isps in this website http://canadianisp.ca/cgi-bin/ispsearch.cgi?f=Search&p=ON .
Refer to http://acanac.com/Referral-Program.html

Imelda O. Suzara
Acanac Rep

Hi Imelda.

I am going onto my 4th year with acanac, but have noticed other competitors in the DSL market. What offer, if any can be extended to me other than the post-promotional price of that I am paying?

There is no incentive for me to stay with acanac for the 4th year if I can just jump providers and be "new" to another ISP.

Imelda_Acanac

Aug 30th, 2010, 04:06 PM

Paul Louro, President of Acanac was waiting all day for the decision of CRTC
allowing the other internet service providers to offer the same
faster speeds available from the main phone (Bell) and cable (Rogers) companies.
It's a POSITIVE decision for other isps!

Please refer to
https://community.acanac.com/Acanac/viewtopic.php?f=23&t=16770&start=15
http://www.crtc.gc.ca/eng/com100/2010/r100830.htm

Imelda O. Suzara
Acanac Rep

longitude

Aug 30th, 2010, 04:10 PM

longitude

Aug 30th, 2010, 04:19 PM

Hi Imelda,

Is this a new service?

http://www.acanac.com/mlppp-internet.html

AA0913

Aug 30th, 2010, 04:22 PM

Nice!

What new speeds will be offered?

25 Mbps?

quick guys,

what other ISP's have monthly offerings at $39.95/month that are similar to the package from Acanac?

I am on a 4th year term and I only get a competitive monthly rate of $33/month IF i PAY for the entire year in advance.

I can't afford to do that right now, so if I go month to month, its bumped up to $39.95/month.

I am looking for a better deal for all of us that have passed the promotional 1st year.

Imelda_Acanac

Aug 31st, 2010, 09:29 AM

Acanac mlppp was offered as a test trial in February and March 2010
and now mlppp speeds are available on regular phone copper wires.
Fiber optic speeds will be coming too because of the recent CRTC decision.

Please keep up to date with the latest in the community forum
https://community.acanac.com/acanac/viewtopic.php?f=23&t=16770&start=30

Imelda O. Suzara
Acanac Rep

Hi Imelda,
Is this a new service?

http://www.acanac.com/mlppp-internet.html

AA0913

Sep 2nd, 2010, 10:51 AM

Hi Imelda,

maybe i'll have a better chance at reaching someone at acanac here:
I have emailed retentions for the last week and I have only heard back from there 2x.

FYI, its been day 4 without a reply.

My emails have been as follows:

Sept 1st, 2010:

Still awaiting resolution.

On Tue, Aug 31, 2010 at 6:48 PM, Andrew <trueno92@gmail.com> wrote:
Hi Sonia,

Awaiting resolution.

Thanks,
Andrew

On Mon, Aug 30, 2010 at 5:25 PM, Andrew <trueno92@gmail.com> wrote:
If possible, I'd like to move to the business package if I have to renew for 1 year at $29.95 a month as a new customer to the business internet offering.

thanks,
Andrew

On Mon, Aug 30, 2010 at 5:15 PM, Andrew <trueno92@gmail.com> wrote:
The term price is the cheapest, however, I am looking to go month-to-month.

Other ISP's have the same rate as acanac on their month to month packages.

http://www.pathcom.com/products/high...th_homenet.php

http://teksavvy.com/en/res-internet.asp

EVERYWHERE is $39.95/month based on MONTH TO MONTH pricing.

You can do better than this.

MY TERM IS COMING DUE.

DO NOT AUTO RENEW ME FOR 1 YEAR UNTIL A BETTER OFFER CAN BE REACHED.

thanks,
Andrew

Imelda_Acanac

Sep 2nd, 2010, 12:16 PM

Hi,

I looked up your account by your email posted in here
and I could not find the ticket you posted below so I
had to email Sonia Kang, Acanac Retention Manager.
Most renewal offers are only on the year term plan not
the month term plan and are offered by retention.
Residential customers can only get residential profiles
and the promo deal is only once per new customer on the
first year. Residential customers cannot later switch to the
business plan and get its promo deal.

You can join the Referral Program and get a free month
credit extension added to your term date for every new
customer you refer. Please read http://acanac.com/Referral-Program.html.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

maybe i'll have a better chance at reaching someone at acanac here:
I have emailed retentions for the last week and I have only heard back from there 2x.

FYI, its been day 4 without a reply.

My emails have been as follows:

Sept 1st, 2010:

Still awaiting resolution.

On Tue, Aug 31, 2010 at 6:48 PM, Andrew <trueno92@gmail.com> wrote:
Hi Sonia,

Awaiting resolution.

Thanks,
Andrew

On Mon, Aug 30, 2010 at 5:25 PM, Andrew <trueno92@gmail.com> wrote:
If possible, I'd like to move to the business package if I have to renew for 1 year at $29.95 a month as a new customer to the business internet offering.

thanks,
Andrew

On Mon, Aug 30, 2010 at 5:15 PM, Andrew <trueno92@gmail.com> wrote:
The term price is the cheapest, however, I am looking to go month-to-month.

Other ISP's have the same rate as acanac on their month to month packages.

http://www.pathcom.com/products/high...th_homenet.php

http://teksavvy.com/en/res-internet.asp

EVERYWHERE is $39.95/month based on MONTH TO MONTH pricing.

You can do better than this.

MY TERM IS COMING DUE.

DO NOT AUTO RENEW ME FOR 1 YEAR UNTIL A BETTER OFFER CAN BE REACHED.

thanks,
Andrew

Imelda_Acanac

Sep 6th, 2010, 01:20 PM

A few customers are concerned by minimal packet loss of data
based on online tests such as http://www.pingtest.net . But
according to Wikipedia, a certain amount of packet loss is acceptable
especially when a lot of content is pushing through a connection.
The article uses the term 'bottleneck' which is like a wine bottle full
of wine and its neck is narrower than the body so when its contents
(data packets) have to pour out, it is slowed down because of the
narrow neck (connection). Since residential speeds usually average
at 5Mb/800Kb, some data packets can get lost on their way from the
host server of the website to customers computers. Acceptable
packet loss ranges from 1%/5%/10%. For customers who are able
to prioritize data based on importance and determine how much %
packet loss is acceptable, try configuring your devices accordingly.
Lots of data in multimedia content of games and videos need faster
speeds to be streamed in realtime so due to limitations of technology
and speeds at home, viewing high quality videos and playing games
can require patience for all the data to reach home computers from servers.
Avoid multitasking or opening too many applications simultaneously;
If you want to watch video, watch it by itself; or play a game, play it on its own.
'Based on the current state of technology, the MPEG codecs require from 3-
6Mbps for MPEG-2 SDTV, 14-20Mbps for MPEG-2 HDTV, 1-4Mbps for H.264/MPEG-4
SDTV, and 6-14Mbps for H.264/MPEG-4 HDTV.'
Please refer to Wikipedia article http://en.wikipedia.org/wiki/Packet_loss
and http://www.digitalfountain.com/ufiles/library/Whitepaper---IPTV-packet-loss.pdf .

Imelda O. Suzara
Acanac Rep

chenj16

Sep 7th, 2010, 08:44 AM

I exchanged couple emails with retention department, but to my disappointment, acanac is charging $33.95 a month, that's even much higher than the publicly advertised rate. Imelda would you be able to help? My ticket # is: AGH-16903, thx

You can email retention@acanac.com about current
renewal offers, usually for the year term. Also, join
Acanac Referral Program wherein you get a free month
per new customer you refer. You can also check out the
prices of other isps in this website http://canadianisp.ca/cgi-bin/ispsearch.cgi?f=Search&p=ON .
Refer to http://acanac.com/Referral-Program.html

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Sep 7th, 2010, 12:03 PM

I read your complaint and ticket and checked your account and profile.
That offer by the Retention department is not offered to everyone
and only for prepaid year term renewal. If you compare with other isps
pricing in this website http://canadianisp.ca/ and break it down to
the monthly price, it is cheaper than some offering the same speeds unlimited.
You can also join the Referral Program and for every new customer you refer
you get a free month credit extension to your term date while a customer
in good standing. Please read http://acanac.com/Referral-Program.html .

I will also send you a pm about your profile which should be checked.

Imelda O. Suzara
Acanac Rep

I exchanged couple emails with retention department, but to my disappointment, acanac is charging $33.95 a month, that's even much higher than the publicly advertised rate. Imelda would you be able to help? My ticket # is: AGH-16903, thx

saver123

Sep 7th, 2010, 01:16 PM

I exchanged couple emails with retention department, but to my disappointment, acanac is charging $33.95 a month, that's even much higher than the publicly advertised rate. Imelda would you be able to help? My ticket # is: AGH-16903, thx

Didn't know there was a retention department. I was told to email the billing dept and then the account dept responded. :confused:

New to RFD and new to these forums...so wondering, is Imelda the one to go to for Acanac help? TIA.

Imelda_Acanac

Sep 7th, 2010, 03:51 PM

Depending on the issue, there are different departments to contact
either by phone, email and forums. I am one of the reps assigned
to the forums here in Redflagdeals and BBB cases.
If you need help, send me a pm with your username and/or ticket
so I can follow up.

Imelda O. Suzara
Acanac Rep

Didn't know there was a retention department. I was told to email the billing dept and then the account dept responded. :confused:

New to RFD and new to these forums...so wondering, is Imelda the one to go to for Acanac help? TIA.

fredsmith

Sep 7th, 2010, 05:32 PM

chen0289

Sep 8th, 2010, 08:51 PM

hey Imelda_Acanac your inbox is full cannot send any pms, i will post my reply to your early pm here

how is it possible that two customers have the same post code which means they live very very close to each other and one gets 3M and one get 5M?

I did the acanac speed test download speed 0.32Mbps, upload speed 0.13 Mbps as 9:30pm September 8.

Display on the router:
Modem Status Connected
DownStream Connection Speed 416 kbps
UpStream Connection Speed 608 kbps

could you see is there any possible way of increasing the speed?

thanks

fredsmith

Sep 8th, 2010, 09:53 PM

Why not ask that question of someone in support.

However the answers are fairly simple - in no particular order;

1. You may not be connected to the same DSLAM as your co-resident
2. The copper pair you are using may be less than optimum - cable pairs (and cables) perform differently one from the next
3. You might have a bad DSL filter on your line
4. Your profile could be set lower (though that can easily be rectified).
5. Your modem may have issues
6. The might be defective equipment connected to your line
7. Your house(inside) wiring may be substandard

I can keep going, but I do suggest you open a trouble ticket with the support group as an appropriate start.

Imelda_Acanac

Sep 9th, 2010, 11:44 AM

Hi,

Sorry about the delay in response and I did clear old pms and
sent you one to please resend the pm because of the full inbox.
I will check your profile and speeds. Please read post of RFD member
FredSmith because those are some of the reasons why.
Update: I checked your profile and speeds. Reason #4 by FredSmith
shows profile was set for 3M/800Kb with speeds only reaching
416Kb/608Kb because your loop length as shown by your down attenuation
is 60 which is about 6kms too far from Central Office when served from Host.
However, luckily I did a check for remote on your address unit and there is
one available now. I can email To Do department to ask that your port connection
be activated on remote instead of host when you send a pm. Most remotes
reach the average 5M/800K residential profile speeds.

Imelda O. Suzara
Acanac Rep

hey Imelda_Acanac your inbox is full cannot send any pms, i will post my reply to your early pm here

how is it possible that two customers have the same post code which means they live very very close to each other and one gets 3M and one get 5M?

I did the acanac speed test download speed 0.32Mbps, upload speed 0.13 Mbps as 9:30pm September 8.

Display on the router:
Modem Status Connected
DownStream Connection Speed 416 kbps
UpStream Connection Speed 608 kbps

My postal code:K1G4A7

DSL user name: k6gszm9c@acanac.net

could you see is there any possible way of increasing the speed?

thanks

Why not ask that question of someone in support.

However the answers are fairly simple - in no particular order;

1. You may not be connected to the same DSLAM as your co-resident
2. The copper pair you are using may be less than optimum - cable pairs (and cables) perform differently one from the next
3. You might have a bad DSL filter on your line
4. Your profile could be set lower (though that can easily be rectified).
5. Your modem may have issues
6. The might be defective equipment connected to your line
7. Your house(inside) wiring may be substandard

I can keep going, but I do suggest you open a trouble ticket with the support group as an appropriate start.

ajpoechman

Sep 22nd, 2010, 09:54 AM

Imelda_Acanac - I tried to send you a PM regarding a few questions I have about Acanac internet, but your inbox is full per the error message. Would you be able to delete a message so that I can send you mine?

Thanks.

dang621

Oct 22nd, 2010, 04:48 PM

Imelda_Acanac, would you be able to check if Acanac serves my address and provide me with estimated speeds? I tried to PM you but your inbox is full.

Thanks!

Hi,

Sorry about the delay in response and I did clear old pms and
sent you one to please resend the pm because of the full inbox.
I will check your profile and speeds. Please read post of RFD member
FredSmith because those are some of the reasons why.
Update: I checked your profile and speeds. Reason #4 by FredSmith
shows profile was set for 3M/800Kb with speeds only reaching
416Kb/608Kb because your loop length as shown by your down attenuation
is 60 which is about 6kms too far from Central Office when served from Host.
However, luckily I did a check for remote on your address unit and there is
one available now. I can email To Do department to ask that your port connection
be activated on remote instead of host when you send a pm. Most remotes
reach the average 5M/800K residential profile speeds.

Imelda O. Suzara
Acanac Rep

sillysimms

Oct 22nd, 2010, 10:52 PM

Something tells me Imelda may have left the forum. People have reported in many threads her inbox is full and she hasn't been active since Sept. 19.

dazz

Oct 25th, 2010, 11:23 AM

4 of my buddies switched from them as well. They are slowly becoming the Bell we hate so much. Prices are going up and customer service is going down.
From what another poster posted earlier, they don't even follow their own policies!! They give you a modem for $50 and say you can return it but then 2 years later just point at the current policy that states that modem fees are not refundable.

teoconca

Oct 25th, 2010, 11:39 AM

Something tells me Imelda may have left the forum. People have reported in many threads her inbox is full and she hasn't been active since Sept. 19.
Hahaha, it would be funny if she jumps ship ... to Teksavvy...Nah, I hope not.

rdx

Oct 25th, 2010, 12:14 PM

I'm still with Acanac, too lazy to make a change as it has been running fine. But, I do agree, eventually Teksavvy is going to take over Acanac's market as they really don't have any competitive advantage any more, and offers less service than Teksavvy e.g. no Landline, cable internet, weekend customer service, etc.

fredsmith

Oct 25th, 2010, 03:03 PM

redmileage99

Oct 26th, 2010, 12:45 PM

For those trying to reach Acanac, why not just call their 800 number? I have no idea whether Imelda is around or not (simple enough to find out if you wanted to - again, just call the toll free number and ask!!). She has one mailbox on the site and if it is full for one thread then it is full for all - so everyone mentioning things is simply telling the same story.

Acanac does have some competitive advantages over Teksavvy - MLPPP, Online PC, Their VPN for torrent downloading, fixed rate dry loop and they do offer phone service, just not wired (my prime line will not be VOIP for a very long time for a whole bunch of reasons I've already written about here)..

And if you live in Montreal (and probably almost anywhere else outside of Toronto), there is no cable service available from them either.

I have had no issues aside from a couple of down times that can be attributed to Acanac. And if I've had issues and could e-mail them there's weekend support as well.

I guess you never tried to cancel your service yet. I opened ticket on Oct 3, and still get no meaningful response yet. Bibi. D from their retention department just cut and paste standard answers to the ticket and close it. These answers has nothing to do with my request and numerous replies.

By the way, their billing and retention department is NOT reachable by phone. Email only.

I guess the only way you can get quick cancellation is to cancel your credit card BEFORE renew day.