Canadian ISP internet service provider locator logo                Comments for Acanac Inc

Fri, Mar 25,
2016

Poor customer service--rude. Nearly cancelled before service was set up--took about 2 weeks to complete set up as Rogers techs have no reason to support third party providers. Once set up was great for first 1 1/2 yrs. Last year or so, download speed consistently 50% less than advertised. Last couple of weeks down to 20%. New rates posted with data caps, looks like Acanac is looking to get rid of old customer with unlimited downloads. It worked... I'm moving on. Would not recommend Acanac.
Rating:-1
Service: cable
City: Toronto,
ON

Wed, Mar 16,
2016

Bad service since the beginning for 2 years, i stayed with them because of the expencis i paid and i will pay to get a new provider. I went with B2B2C i am very satisfied since day one, B2B2C service is good after 3 months. You should stay away of ACANAC
Rating:-1
Service: drydsl
City: Quebec,
QC

Wed, Mar 02,
2016

Service is tolerable, but their customer service it terrible. I have been trying to cancel my service for over a month with no response.

Took me 2 weeks to get through to billing on the phone, and then I was given nothing but the runaround about cancelling(I am not on any contract). So I contacted billing through e-mail they responded within an hour and asked for more account info to verify, I supplied the info requested and have been waiting for more then a week to hear back since.

Long story short, I already contacted my cc company and had them put a stop payment on acanac the next billing period.

You can get any service you need from them when adding or signing up for new services , but are completely ignored when you need support or intend to cancel.
Rating:-1
Service: dsl
City:
ON

Fri, Jan 15,
2016

Unprofessional staff. bad service. Disconnects every minute. low speed. still they charge money for every month i didnt have good service
Rating:Comment
Service: drydsl
City: Quebec,
QC

Tue, Jan 05,
2016

Been with Acanac for over 5 years now. Have cable internet unlimitted with voip phone. Excellent service. It's always up. Internet is fast and am able to play online games (wii U, ps3/ xbox 360) without issues. Great ping time. I have nothing negative to say about them. Except maybe I'd like to get their TV service as well but they don't have a all-in-one package with internet/voip and TV.. If they did, I'd definetly get it (if price was competitive). But whatever.. I'll keep my tv antenea for now with free 13 HD channels.. :)
Rating:1
Service: cable
City: Gatineau,
QC

Thu, Dec 10,
2015

Unprofessional service, i didn't sign a contract with them and was paying month by month because i didn't want them to control me with my money. I never been satisfied with they service. Always disconnecting, they made me buy a new modem but still i have the disconnection problem, then they sent a technicien , they fixed the problem for few days then the connection is horrible.
then i didn't use my internet because of this garbage service , i wanted to disconnected they still charged me for this bad service. Such a crapy company
Rating:-1
Service: drydsl
City: Quebc,
QC

Sun, Dec 06,
2015

I used their tunnel for anonymous web surfing. It stopped working. They just got rid of tunnel without sending me an email. Am I supposed to go to their website every day to see what services they're deleting? My anniversary is February. I'm getting the heck away from these guys. Also, I don't like pre paying for a year in case they declare bankruptcy I'm out my money. But wow, they have a shiny new website. GOOD BYE ACANAC. By the way, on the occasions when I've had to deal with any issues, MY EXPERIENCE WAS HORRIBLE. Try hiring more support people.
Rating:-1
Service: drydsl
City: Toronto,
ON

Sun, Oct 25,
2015

Worst company ever. It takes forever to fix problems. like 3 weeks to change a non working modem. and finaly after 3 week when i received the modem, it wasn't the good one. now they want me to pay to return it... WHATTTT? Sorry ACANAc im going for TEKSAVVY
Rating:-1
Service: dsl
City: Montreal,
QC

Sun, Oct 04,
2015

If you're a gamer or plan on using your internet for anything other than google, don't get this service. We paid for 30 mb download and have speed equivalent to our old 5 mb dsl service. For gamers you will lag hard with this service, if it runs smooth for you then you're lucky. Also their support is nonexistent it's just a bunch of robots repeating what they've been programmed to say.
Rating:-1
Service: cable
City: Brantford,
ON

Mon, Sep 14,
2015

Was with this ISP for about 4 years. The only saving grace is the year long contracts which mean not having to deal with their awful awful support staff for most of the year.

The provided internet was good enough that when I needed a better plan it was easier (or so I thought) to just upgrade with acanac rather than look elsewhere. Despite having been a loyal customer for 4 years, there was no perk for upgrading. They charged a full activation fee, would have forced me to buy a new modem if required, and revoked their 30 day money back guarantee.

...fine, just give me better internet. They charged an activation fee and a full month service fee then sent a tech out two weeks later (paid for half the month without any change). When the tech arrived, he had orders to give me a plan that was essentially identical to the one I already had (despite the activation fee). So he left without making any changes because he wasn't sent for what I wanted. Called acanac, to report that they had mistakenly charged me for the wrong plan. They listened to the original call, and despite me specifically requesting 10mb up multiple times throughout that call, and expressing skepticism that my adsl modem would work for the vdsl plan, they claimed it was my fault that they ordered the wrong plan with only 1mb up.

"We can fix this. It will cost another $50 activation fee to send another tech out to you."

Nope. Done. Avoid Acanac, there are better deals with reasonable customer service out there.
Rating:-1
Service: drydsl
City: Ottawa,
ON

Tue, Sep 08,
2015

Everything is OK, until something is wrong.

I started with Acanac back in 2010. Switched to Cable 15 in 2011. This package was upgraded to 28/1 in 2012. Everything was great, despite the little fee increases.

I also purchased a DOCSIS3 (Thomson DCS475) modem in 2012, to accommodate potential speed upgrades.

In 2013 they upgraded my service to Cable 35, and has been in this service package since.

I recently found that I my service has never been upgraded to 35Mbps since the upgrade. I contacted tech support, they believe the modem is outdated (According to their web, the modem is still supported). Anyway, they sent me a replacement.

After receiving the replacement, I called on tech support and told them the speed is still 28/1. They told me I should ask for an upgrade - what?

So I filed a complaint, which went to retention department. Firstly they tried to explain the fee increases. I told them it is not the fees, but rather the services you have charged me for and I have never got. Then they gave me the phone number. Today I called, and found that is the billing department. The lady spent another 15 minutes arguing about prices. I had to explain again and again, that despite the significant price hike, it is the services I am not happy with. They she told me that I should have brought this up 2 years ago.

So it comes down to this: As an Acanac customer, it is part of THEIR expectations to me, that I should go check with them every few days to ensure that I am getting what I am paying for. It is all my fault.

I finally got enough of this shite. And signed up with another service. Will sell the almost brand new modem soon.
Rating:0
Service: cable
City: Waterloo,
ON

Mon, Aug 24,
2015

Tech supports sucks. Only choose this ISP if you know how DSL works. I called 4 times to report a slow speed issue with gateway(router). But, they are always trying to sell new Modems. It seems their techs believes, the internet is only inside a DSL modem without looking at the bigger picture.
Rating:-1
Service: dsl
City: Gatineau,
QC

Mon, Aug 10,
2015

I had a lot of trouble with Acanac's VOIP service. I had to restart the modem daily sometimes, and often felt frustrated in being understood when talking on the phone.

I left them for WorldLine a couple of years ago, and WorldLine is much better imo
Rating:-1
Service: dsl
City: Sydenham,
ON

Thu, Jul 09,
2015

The service works not bad, but it is impossible to get anyone on the phone for service, they say send an email but there is never a reply to an email. Technical support is only available in business hours,so when it went down Friday night I waited till Monday to get back on line.
Rating:-1
Service: drydsl
City: Newmarket,
ON

Mon, Jun 29,
2015

ACANAC is the worst ISP I could ever have chosen when I just moved in to Montreal.

Prices are higher that other ISPs after doing a detailed search, customer care agents seems to need urgent training in customer care common sense, and well, to me my service was never activated after purchasing the yearly payment service with modem included. This was the worst part, wasting my time in this.

I waited 1 month for service activation and rescheduled installation 4 times. The technicians never showed up, never called and customer care did not have a way to reach them and see if they were going to go to install the service.

When I asked for full refund, they refunded me the yearly payment and the modem+tax, but they did not refund me the shipping fee of the return of the modem. It is indicated in their 30 day refund policy, however, I shipped the modem twice (first COD, which was returned to me because they were not going to pick the package at the pot office, and normal after) which makes a total of $37.93 lost, plus 1 month of not having internet at home. When I called them, they said they even made an exception in accepting the modem for refund... and in their 30 day refund policy i clearly states they cover the modem... So they did not make any exceptions with me. By the way, I waited 30 more days to get this answer.

Again, worst ISP you can choose. Stay away from it!
Rating:-1
Service: cable
City: Montreal,
QC

Sat, Feb 07,
2015

STAY AWAY FROM ACANAC.
I went with Rogers after my contract expired & after about 3 months, they went to my credit card & charged me for their services over priced for full year.
As they don`t have any phone reps, I sent them email & no answer at all.
I end up calling my Credit card company & it took me good 15 minutes to open a dispute for something that shouldn`t happen at all.
Rating:-1
Service: cable
City: North york,
ON

Wed, Feb 04,
2015

The network service is good but the billing department does not know to talk to customers.This is poor customer service for a company like acanac, for this bad attitude i am shifting to Vmedia and hope Acanac will change their way of responding to customers.
Rating:-1
Service: cable
City:
ON

Thu, Jan 15,
2015

Poor connection and terrible customer service, I strongly believe this company shouldn’t be in the market. Failure to assist me in a professional manner. I have been disconnected because Acanac couldn’t update my credit information through their online service and the most catastrophic that customer service refused to update my info by phone. All my emails were ignored. I wouldn’t recommend this service to anyone even for free. I advise all the victims to sue Acanac in the court which I am in the process to do.
Rating:-1
Service: cable
City: Oshawa,
ON

Mon, Jan 05,
2015

Terrible service, terrible support, terrible business.

Acanac service was unstable and offers no support, they much liek rogers will change the cost of their service without notification...and when you ask questions will make you feel like you are the one with the problem. I was with the company for one year until they changed my service fee by more than $10 per month and billed me for an entire year almost 30 days before I actually received their service from the previous year.

Their support is unfriendly and basically offers no help.
Rating:-1
Service: cable
City: Pottageville,
ON

Fri, Jan 02,
2015

Service was great but unfortunately customer service was awful for the very few times I had to call to setup the service, deal with renewal issues and finally cancellation & refunds.

Response turnaround times were quite slow by the customer service department.

You cannot call the Billing department, you can only exchange emails with them. I had to badger them for weeks until they finally gave me a number to call. What kind of provider doesn't have a public direct line to all their client-facing departments?

Be warned: if you sign up to pay for the year upfront, you are not provided with a courtesy invoice before the year is up to find out how much you will be charged for the upcoming year, so make sure you call in to find out the new rate in advance or you will see the invoice AFTER they have charged you for the upcoming year.

If you're going to cancel, make sure you do it well ahead of time as they drag their feet on purpose to make you pay for another month of unwanted service.

I've read great things about Distributel which is the parent company, it's just too bad Acanac can't get their act together.
Rating:-1
Service: cable
City: Toronto,
ON

Wed, Dec 17,
2014

Do not trust their representatives! Misleading information. When I called to order the service I made sure to ask the exact date of the first and subsequent payments. Less than 30 hours later they had withdrawn $143 from my account without my authorization. I tried to call but THEY DO NOT TALK TO YOU, ONLY EMAIL, unless it's sales (those get answers right away). Was told that even though they took money out of my account without my permission that it would take 3-15 days to proces!!!!! So, be VERY CAREFUL with them. They lost a potentially great customer as I wanted to add TV and phone service in the new year.
Rating:-1
Service: dsl
City: Ottawa,
ON

Mon, Nov 03,
2014

Very reasonable price but I guess what you get is what you paid for. Speed is not stable and tech support is very slow. I've used Acanac for more than 5 years, rarely have issue with them but once there's one, it takes weeks to resolve it. very disappointing.
Rating:-1
Service: drydsl
City: Kingston,
ON

Mon, Nov 03,
2014

What a lousy service.
Got connected oct 7th for 30mbps internet the internet would work only intermittently with low speed and at some times not at all. Try and get help spend time on emails and tests , got a technician coming over on 19th . Technician did not fix the issue. the no service periods disappeared replaced by very low speed service. It has been almost a month and i am tired of filing internet tests via email. I am cancelling the service and also learned that $150 are not refundable ... " Thanks Acanac"
Rating:-1
Service: cable
City: Toronto,
ON

Mon, Sep 15,
2014

Will Tell you one price on the phone and then when it's time for renewal will give you another.

I was with them for 5 years, in two different houses and loved the service until now. Will be moving to another 3 rd party provider.

Created a ticket regarding my up coming renewal, advised to call in. Talked to a rep and he stated I was grandfathered into my rate and not to worry.

Checked in a couple weeks before my expiry as I needed to update my credit card and was surprised to hear that my rate was going to be much more then I was told.

Billings and retention do not want to reply back, took 9 days for them to reply back on a ticket. That reply was sent on a Friday at 6:50pm telling me to call in, but they close at 7 pm and are note open weekends. Thanks for the great customer service.

I was lucky to have been looking at my phone when the email came in!

I did get on the phone with a rep and she stated she would look into this and get back to me Monday at 12.

Monday at 1, nothing... I had to call in and ask for rep, she didn't even come on the phone but had another rep advise that they would NOT honor the price that was stated and I would have to pay the increased rate... they didn't want to work with me or save the business at all....

So look into other providers like Smart, ElectronicBox, Tecksavvy ect before Acanac.
Rating:-1
Service: cable
City: St agatha,
ON

Tue, Sep 09,
2014

Everything was great (for 3 years)... until they increased their prices without notice (yes, the user agreement covers this, but any REAL business would warn their customers of a 15% increase billed yearly)

Over a week trying to contact billing (which only operates by e-mail). They are holding my money hostage and I have no way to get a hold of them. This company makes Bell Customer service look like a Gold Standard! yes.. BELL!

If you decide to set up service with this company, consider yourself warned.

In the words of the South Park Ski Instructor "You're gonna have a BAD time!"
Rating:-1
Service: cable
City: Kanata,
ON

Sat, Sep 06,
2014

There ok until you have a problem.
I purchased an docsis 3 modem. First I made an mac address I provided but I sent an screen shot of the number at the same time for them to verify which they refused. They made the correction next they provisioned to an complete different modem which was even an different manufacture. Finally after 10 day they got it straight (my phone is with them also). Three days after this they cut the service on my modem as they say there are too many MAC Addresses of file for this modem. It is 3 days later and still no phone& internet (using my phone data package). Yesterday they contacted my and wanted my username & network password for verification (what so they can get into my email or change my admin settings) I don't thing so. Finally I had an call last night and someone demand I read off the MAC again and would not use the screenshot. I made an compliant yesterday and know response from that yet. Can't accept this anymore.
Rating:-1
Service: cable
City: Cambridge

Sat, Aug 30,
2014

STAY AWAY FROM THIS COMPANY!!!!!! This is the worse service I have ever been given in my life. I first signed up for DSL, nearly a month before August 20, which is when I wanted it to be installed. Over a week later they started pestering me about the phone number on the account, and then after a couple days of that, one of the geniuses in the sales department finally told me that I would be getting speeds less than 1/10 of what I would be paying for, and that the TV and phone service that I also wanted wouldn't work at such speeds (of course she didn't tell me that all at once, but instead, over the space of another 2 days, sent me links where I could look up the information about the requirements for TV and phone, which, by the way, continued to indicate that there would be no problem providing me with the service that I ordered). So anyway, I then asked for my order to be switched to cable rather than DSL. Of course they couldn't just do that, but instead canceled the DSL order and told me to sign up again for cable. I signed up again, making it clear that I wanted the same installation date of the 20th, because it wasn't my fault they had screwed me around for nearly two weeks. They again gave me a couple days of hassle about the phone number (I didn't have a phone number BECAUSE I WAS ORDERING PHONE SERVICE FROM THEM!!!!!), and then said the earliest that it could be installed would be the 27th. I said ok fine, as long as it is installed on the 27th. I then reordered the TV and phone service which had been put on hold. Then they told me by email there was a problem with the FREE phone service and that I had to call them. I called and asked what the problem was. After about 20 minutes, the guy finally figured out that it was because I said in the note that since it was a free phone service, I didn't anything to be charged to the credit card they insisted I enter the details for. Then he confirmed with me that I accept any long distance charges being put on the credit card. I said yes, fine, and then I asked if the installation was still set for the 27th. At that point AFTER HE HAD CONFIRMED A CREDIT CARD TRANSACTION WITH ME, he started asking me security questions to ascertain my identity. I said that he already had all my information and that he had just given me info about the account, so he should just confirm the installation date and that would be all I wanted. He kept me on the phone for another 30 minutes insisting on asking me for security information, including the credit card number I had provided. I told him that I did not want to provide him with that information just to find out the installation date. He told me he could see exactly when installation would be right in front of him, and I had to give my credit card details for him to provide that information. He said that he has asking me for this information FOR MY OWN PROTECTION, EVEN THOUGH HE HAD ALREADY CONFIRMED A CREDIT CARD TRANSACTION WITH ME. Anyway, I finally had to give him the info and then he repeated parrot-fashion exactly what was in the email I got about the installation date and time. I had wanted an assurance that it would actually happen then, but no such luck. Within 2 days of this exchange (a day or two before installation was supposed to take place), they sent me another email saying that I would have to wait another 3 weeks for installation until the middle of September. I cancelled the service immediately, because I had just had enough. Now they are saying it will take about a month to refund my money, and that it won't be a full refund. Same with the TV service that is run be the same people. So basically I'm out a few hundred dollars and all I have gotten from Acanac is aggravation and wasted time. STAY AWAY FROM THIS COMPANY!!!!!!!
Rating:-1
Service:
City: Montreal,
QC

Sun, Aug 24,
2014

Been with them going on 3-years; for most part its been pretty good, however,want to warn others who sign up that I was billed yearly; 1st year no problem but second year received was automatically invoiced to my credit card with NO forewarning and of course significant increase...make sure you tell them NOT to automatic bill for additional years; now I went back to year one rate once I was about to cancel 3rd year... be careful of their game folks!
Rating:Comment
Service:
City: North shore,
ON

Fri, Aug 22,
2014

The price is right, nice features...

But the customer service is really disappointing.

The response time is low and almost four days after my expected, scheduled and confirmed installation date, I'm basically getting a "We're not sure when this will happen".

I may just be able to comment on their "30-day money back guarantee" pretty soon...
Rating:-1
Service:
City: Laval,
QC

Thu, Jul 31,
2014

Company invoiced me on July 12,2014 for one year high speed connection $829.76. Installation was never done, and after numerous phone calls and emails without reply, I contacted credit card and reported this transaction as a fraud.
Rating:-1
Service:
City: Toronto,
ON

Fri, Jul 25,
2014

First off, I will say that my services with Acanac have been great. I get the speeds promised and no downtime. Thanks for that.

Now here is the big problem that wiped out all of the good experiences I had in one foul swoop: I decided not to renew my services for another year. I decided to go with Vmedia because they offer certain channels which are not available on Zazeen.

So I e-mailed the sales department to inform them a month ahead of time that I will not be renewing. The next day, my home phone service stopped working. So I called them and they blamed me for saying that I asked them to cancel the service when my correspondence shows no such thing. So now I am at risk of losing my home phone number that we have had for over 20 years. The representative on the phone said that he could "unterminate" the home phone and save the number but I honestly don't have any faith after this incident.

On top of all that, the rep said that the request to cancel my internet has gone through and there is nothing that can be done to reverse it, only refund us for a month.

I am a web developer and internet access is absolutely a must for me. Acanac screwed me by cancelling my services early and leaving me without internet for a month.

I used to speak very highly about Acanac but this incident has really changed my perception of them.
Rating:-1
Service:
City: Ottawa,
ON

Tue, Jun 24,
2014

I have been using Acanac on a dry DSL loop for 2 years now. Speed has been on the slow to very slow side and I have had my connection lost completely 3 times. I am now on my third time losing internet and have been down for 2 weeks! Each time I have lost my internet connection, I have been down for multiple weeks and each time the problem with the wiring between the demarc and my modem. After replacing all of my hardware twice and the problem turning out to be my phone line, I tried this time to circumvent the waiting and ask for Bell technician in my house right away. They continually refuse to send a Bell technician into my home to test my internal lines despite my repeated requests for one and agreeing to the $100 charge. Their DSL support is completely useless, they do not listen to their customers and keep asking the same questions over and over when they already know the answer. There is no ability to reach anyone beyond level 1 support until level 1 support decides to let you. Complaints are dismissed summarily or ignored. I am not renewing my service.
Rating:-1
Service:
City: Burlington,
ON

Fri, Jun 06,
2014

refused to provide promo on voip with new dsl sign-up. followed-up with customer service that I could only lodge a complaint via email, could not speak with anyone higher in the food chain, nor would provide name/email address of manager or ownership. Well forward letter of complaint and a couple of weeks have past and there has been no response. I've sent additional emails requesting status update - no replies.
very disappointed with customer service and false/mis-leading advertisement. guess I will have to register the complaint with Ontario business bureau and CRTC.
Rating:Comment
Service:
City: Oshawa,
ON

Mon, Jun 02,
2014

I used this service for almost 3 years, and wana say that Acanac service becomes the worse and worse, so I cancelled my contract with it. Reasons: 1. Low speed, 2.I didn't have the entrance to the Internet during several hours almost every day for the last half year. 3. When I tried to reach their technical support service it was a real headache for me. I think they simply ignored my request, but they answering me immediately when I sent the cancelation notice to them. I have to state that Acanac doesn't care about it's customers.
Rating:-1
Service:
City: Thornhill,
ON

Fri, May 23,
2014

Acanac is a 3 out of 10.

3 is all on the price.

I went with Acanac because it was cheaper.

This is truely a regret. Please don't end up being like me. Pay that extra few dollars a month, it'll be worth it!

Here's my story and experience:

-Been with Acanac for 18 months.

-Getting online was delayed for about two weeks after date I was told I'd be online

-Service was good, until your service slows or or stops working and you have to reach out for help.

-Email and text support is horrible. Text support is just generic responses to any connection issue, unplug, wait, re-plug power source (didnt solve issue)

-Email support (which they claim is a lot better than calling) is even worse!!! You can email them with a problem or question, but it will take them about 5-7 days to reply.

-I'm terminating my services with them as my Internet has been SLOWER than dial-up-modem speed for past 4 weeks...got fed up with waiting for email response so I decided to call...and boy, another horrible experience.
After waiting over 20 minutes, I got disconnected. First I remember hearing "you are calling 15, waiting to speak with a representative...estimated wait time is 20 minutes..." or something like that...after my call queue went down to 4 or 5, I was anxious to speak with them...but all of a sudden, my call queue went up again, and my wait time skyrocketted! I decided i'm going to tough it out and wait, and tell them there is clearly, an issue with their automated system. I never got the chance to speak with them. Phone disconnected.

Customer service and technical support are two huge factors when deciding on a new ISP (I'm learning the hard way). Acanac has neither.

Rating:-1
Service:
City: North york,
ON

Wed, May 21,
2014

I was an Acanac DSL customer for 4 years. I signed up because of the unlimited bandwidth and good introductory price.

Service was stable and consistent for the bulk of the time. Occasional service interuptions were resolved with an email to their service department.

Telephone service was horrible in general and specifically on my most recent call.

Recently found service is down, send email. No response/resolution after 8 hours, call their support line and get recording telling me that call volume is too high, must call back later. Send additional email. Finally get through on phone, spend 81 minutes on hold (yes, almost an hour an a half), finally get recorded message that I am next in queue and then get hung up on by system. Finally get useless support email 16 hours after sending in my ticket suggesting I check the cable to the demarc etc etc.

Issues continued for a week, customer service never improved. Profile reset a number of times which resolved problem for an hour or two.

I gave up and cancelled account. Have switched to another ISP.
Rating:-1
Service:
City: Hamilton,
ON

Sat, May 17,
2014

Have dealt with this company for 5 years now. Service has always been exemplary. Have problem - just call and they walk through it.
I 1st went with them because of the unlimited packages - 2 teenage gamers. :) Fried the modem after 4 years of hard use - emailed to buy a new one and 3 days later it was in my mailbox - no charge.
Awesome bunch to deal with.
Rating:1
Service:
City: Orillia,
ON

Thu, Apr 17,
2014

I was with Acanac for several years. Good Internet service, absolutely terrible customer service. I moved while with them and they promised a certain date to re-hookup and it was 3 weeks before I got service again. I gave a month of notice before move, on promised date nobody arrived and it went on ignored e-mails etc. Then I cancelled my service 2 days before the renewal and they charged my credit card anyway, after multiple e-mails and phone calls and 3 weeks of waiting I got the money put back on my credit card.

Good Internet service just don't expect any customer service!
Rating:0
Service:
City: Stratford,
ON

Wed, Apr 09,
2014

Excellent service, prompt response. Highly recommended.
Rating:1
Service:
City: Richmond hill,
ON

Wed, Mar 19,
2014

I have not had internet since 7th March. I write to them every day and have yet to hear from them. They do not have the courtesy to even respond. I have had this problem since the day I have signed up. Please do not sign up with them. Spread the word so that we can chase the thugs out of business. I have complained to BBB. They have advised me to take the matter up with CRTC, which I am in the process of doing. I will take them to Small Claims Court, if I have to, to get a full refund of services they promised to provide, and never did. STAY AWAY FROM THIS COMPANY IF YOU WANT PEACE OF MIND.
Rating:-1
Service:
City: Scarborough,
ON

Thu, Mar 13,
2014

Who in their right mind gave this company good ratings? My son signed me up with them, as a Mother's Day Gift. Paid $415+ upfront. Since May I have not had a single full month internet access. The most I have had in any given month is 10-15 days. Over the Christmas holidays I did not have any internet and guess what, Customer Service was also closed for Christmas. I have not had internet since March 8. I have written to them every day. Today is 13th. I still do not have internet. I was promised by Anne L of Billing Dept. on Monday someone would call me to resolve. I am still waiting. Please save yourselves grief and anxiety and stress. DO NOT SIGN UP WITH THIS COMPANY. I HAVE REPORTED THEM TO BBB. Once I did that they agreed to pay me back for 9 months even though they charged me for the entire year - 6 months at the rate we signed contract and 3 months at a new rate of which I am totally clueless. Have asked our dear friend Anne L to explain. Am still waiting. I think I will be dead and gone but Madam Ann L will never respond. They are a bunch of fraudsters. Please stay away from them. If this site's rating system gives 71% to Acanac, then I am not going to trust anything stated on this site because Acanac has made my life a living hell. Telephone wait times are 45-50 minutes if it is your lucky day or no one answers. Even if someone answers you will quickly realise the guy has no clue or has no inclination to help you. Once the guy was dumb enough to ask me "why did you not send us an email?" Duh!!! I do not have internet?!!! SO PLEASE, PLEASE BE WITHOUT AN INTERNET THAN SIGNING UP WITH THIS COMPANY. THEY ARE HORRIBLE.
Rating:Comment
Service:
City: Scarborough,
ON

Mon, Feb 24,
2014

the $33 promo was a scam, the bill showed 47.92, when i called they said thats the cost. i cannceled.
also many websites did not resolve or load where this was not a problem on my other provider.
Rating:-1
Service:
City: Toronto,
ON

Mon, Feb 24,
2014

Acanac claims they are the Cheapest ISP in Ontario, but a research shows a cheaper ISP is Altimatel.com 647-977-2266. It's only $37.95/month if you pay for 1 year, and the $50 initial fee can be waived. Acanac's Huawei cable modem can be used if you switch.

http://www.altimatel.com/en/residential-high-speed-internet/ontariopackages

You can also go through s third party to get this service from

http://www.oh1derful.com/
Rating:-1
Service:
City: Toronto,
ON

Wed, Feb 19,
2014

I have cable internet with them. They use Roger's facilities. No complaint on the internet, but dealing with Acanac is a horror story.

Be warned. Read the terms and conditions and ask questions before going with them. Another user warned me about their auto renewal policy, so I made a request I don't auto renewal. I even have this in writing.

Just before the one year term is up, I have an auto renewal for voice phone. This was supposed to be free for 12 months when I signed up for internet.

Here is how they will trick you: There is no auto renewal, but that's for the internet. Voice phone is a separate contract!

We can refund the funds taken out of your credit card, but it will take 14 days, and we can only refund you 11 months because you did not meet the one month notice clause!!

Oh, it's only $10/month right? Nope! It's $19.95/months if you are paying one month plus taxes!!

So, why didn't Acanac disclose there are 2 contracts in their no auto renewal email rather than misleading their clients and giving the clienta a false sense of security? Silly question, so they can rip you off.

Their technical service isn't that good either. They hire work at home staff to shave off costs. They might ask you simple things like checking your connections, but if there is something with your Windows system, they would tell you to hire a computer technician.



Rating:-1
Service:
City: Toronto,
ON

Wed, Feb 05,
2014


The Internet speed is fine when it all works... However, when you need technical support, you could be put on the phone waiting for hours.. I am not kidding, hours! My phone battery died before I had a chance to speak to someone live. Worse of all, the company billing department charged me illegally. 2.5 months after confirming my account was cancelled (yes, it took several efforts to cancel my account , not easy to do), this company charged my credit card with an non existent service!!
Rating:-1
Service:
City: Mississauga,
ON

Sun, Feb 02,
2014

Very good ISP
Have been with them 3 years.
Tech support can be bad at times, but overall very reliable and straight fwd ISP.

The owners participate in their forums and are as open as they can be.

Don't be put off by some of the reviews here that focus on a single connection problem.

Independents like Acanac and TekSavvy use the telco or cable provider for the connection to your house ... and sometimes those guys don't play well with others
Rating:1
Service:
City: London,
ON

Sun, Jan 26,
2014

Horrible cable signal strength. Signed up for 25MB Down/2MB up but very often receive few KB (not MB) download speed and sometimes no upload speed at all.
Rating:-1
Service:
City: Toronto,
ON

Thu, Jan 02,
2014

Have paid for 35 MBPS service nap only get 25 MBPS. They blame Rogers... VOIP service started to flake out and is not registering for past wk. sketch bag technical support via email is useless... Half of responses ask me for my mailing adress and last four digits of billing credit card which have nothing to do with VoIP account not working.., useless twits and I'm shopping g around for alternates
Rating:-1
Service:
City: Kitchener,
ON

Mon, Dec 30,
2013

i was with bell and it was very expensive and every month i was surprised by the bill increasing.but since 5 years i switched to acanac i'm more than happy ,in the beginning there was normal speed issues but it was bell's line fault or the quality of the modem...but now i enjoy the high speed without paying any cent (i referred 10 friends and have now the dsl service free of charge for life :-) !!it's really amazing)
ACANAC is a very good company ,their customer service is good you simply need to be patient and not to call but to email them tickets and also i found great helps in their forum with their moderators fergeless,paul and others (i thank them by the way)
actually i have free internet with them and also free voip telephone line with freephoneline.ca ,it's amazing!!!!!!!i'm very happy.
THANKS ACANAC
Rating:1
Service:
City: Montreal,
QC

Sat, Dec 14,
2013

Folks, I gave this company the benefit of the doubt. Much is promised when inquiring by their sales people, however tech support is non-existent. DO NOT USE UNLESS YOU ENJOY SUFFERING. Tech response is hidden behind a very primitive email service. The tech response is rote (... connect modem to PC directly...) As if.

STAY AWAY. CAVEAT EMPTOR applies here. DSL connection speed is no better than dial up. VoiP support is NADA, NOTHING.
Rating:-1
Service:
City: Fort erie,
ON

Sun, Dec 08,
2013

I have few issues with them in the past couple of years but whenever I do have one, their tech support is pathetic. They are lazy and do not care.
Rating:-1
Service:
City: Ottawa,
ON

Thu, Nov 28,
2013

They have absolutely horrible technical support. They told me my modem was the problem and they would send me a replacement. A week later I called up and thry told me they checked my file and identified. (Mistakenly) that I had two modems do they weren't going to send me a mod till I returned the one I had. They never tried to contact me to tell me this. Then the address they gave me to return the modem was wrong and they blame me got the mix up (it's written wrong in their case notes visible on the case). There seems to be no way to move forward with these guys.
Rating:-1
Service:
City: Oakville,
ON

Thu, Oct 24,
2013

Internet goes down at least 4- 6 times a year. You have to call them to get good customer service. Their email and text service is the worst, specially the email response is just a copy and paste , they don't even read what your problem is.

Other than that, I have Acanac for 2years and I have to upgrade my modem since Rogers upgraded the cable line , so that sucks. However I would still recommend Acanac to anyone since it's unlimited and the speed is decent. I am constantly uploading and steaming netflix , Veetle tv and hulu .

Over all rating for service 8/10
Rating:1
Service:
City: Mississauga ,
ON

Fri, Sep 20,
2013

13 days waiting on the cable to be connected (Rogers channel). Rogers technician a rude lazy a**hole.
Cable connected on Monday. No internet.
It is Friday and still no internet.
Have spent hours on the phone listening to the "technicians" instructions and repeating them over and over but the problem is not solved and it won't be solved. I've tried telling them the modem they sold me is defective but they don't listen, so they've kept on making me do the same things over and over.
Finally requested a full refund. Let's see how it goes.
Rating:-1
Service:
City: Toronto,
ON

Sat, Sep 14,
2013

12:33 PM 2013-09-14
Sent to CanadianISp.org re Acanac:

Factual account of what happened to me (quotes are paraphrased summaries) and why ** I WOULD NEVER RECOMMEND ACANAC EVEN TO MY WORST ENEMY** >> JUN 23: Ordered Cable Internet from Acanac for JUL 29 activation date (to satisfy Rogers ridiculous 30 day notice period) >> JUL 2: Acanac confirms order acceptance and bills my Visa. >> JUL 23: Acanac says there is a problem meeting the install date due to some lame unsubstantiated technical problem which I clarify for them (why is the customer telling them how to fix their problem?). >> JUL 24: Acanac says, "Ohhhh. ok." >> JUL 29: Activation due at 8am. Acanac responds at 5:30p, "Sorry can't do it, we'll get back to you." Are you kidding me? >> AUG 12: Acanac says "All good - you should be activated by tonight." Not. >> AUG 14: Acanac, "Oh sorry, uhm... ya" >> AUG 16: Acanac makes up some more blame-oriented excuses for their failures, I say "Nice try, get back to work." >> AUG 16: Acanac begs me to please stop reminding them (daily) I still have no Internet service promised to me 19 days ago. >> AUG 21: Acanac alleges installer tried to call, no answer so they cancelled (they didn't know it was a cell phone number on 24/7 with call display and voicemail...NO SUCH CALL!!) >> AUG 22: Acanac tries to celebrate how hard they worked to get me yet another install date of SEPT 3. I give them another "Are you f kidding me?!" >> I place an order with START COMMUNICATIONS for cable Internet and initiate a VISA DISPUTE with my bank to recover my wasted payment from Acanac. >> SEP 3: On the same day Acanac alleged they would try a 3rd time after 37 days (73 days since I ordered it) , START COMMUNICATIONS got it right, on the first try, in 5 days. They totally rock. >> SEP 14: Now 83 days since I ordered it and got nothing (although 9 days since I've been enjoying it from START COMMUNIICATIONS), 47 days since it was supposed to be installed, 18 days since they said they would give me a refund, my BANK'S VISA DISPUTE finally got me my money back from Acanac. So one week short of a FULL THREE MONTHS...got NOTHING BUT HEADACHE from Acanac and had to FORCE THEIR HAND to get my money back. Choose wisely.
Rating:-1
Service:
City:
ON

Mon, Sep 02,
2013

When we asked to have the internet set up in our previous apartment, it took an extra 2 weeks of runarounds and failed promises before we finally got internet installed. We were upset with the service so we called, complained and they claimed they'd give us an extra 2 weeks on the 1 year contract. Fast forward to July 1rst this year and they charge me for a year-long renewal on my credit card... while I had no intentions of renewing my service. (I was moving into a small sublet during the summer and it made no sense to pay a 100$ moving fee for 2 months, and another 100$ come september). So I call them regarding the cancellation, and I'm being told that they'll gladly refund me but that since I used internet on the 1rst of July, they will have to bill me an extra month, which they will thus substract from the amount they owed me. I asked them about the extra 2 weeks I was given, but they wouldn't acknowledge it and would refer me to the ToS instead to justify what they did. I made that call on July 2nd. I only got my refund THIS friday (August 30th) after god knows how many frustrating calls (they will straight up lie to you and tell you something's been done just to end the conversation, its ridiculous). That's one month of service plus finance charges on my CC I've lost because of some of their agents' incompetence. Acanac are masters at testing your patience. The internet itself is fine, but I've loathed every second I've had to spend on the line with them. Never again.
Rating:-1
Service:
City: Montreal,
QC

Mon, Aug 12,
2013

I was with Acanac for over 5 years on their DSL service and it was excellent. It rarely went down and I achieved about 4Mb/s download speeds for years. I wanted faster internet access and so I switched from their DSL service to Cable.
This was a big mistake! I have had many, many outages. My cable connection drops almost every 48-72 hours. Acanac wants you to e-mail them when you have an issue. How can you do that if your service is down? I wonder who the 'bright spark' was at Acanac that thought up that support model.
When the service is up, the speed is usually good. I'm paying for 35/1 but the best I get is 20-25/.512 Mb/s thruput.
I wouldn't say that Acanac is a corrupt organization running a digital ponzi scheme as some may believe, but I would say that they need to step up their support game. A LOT!!
Rating:-1
Service:
City: Mississauga,
ON

Sun, Jul 28,
2013

Absolutely awesome service! Ultra fast and reliable... Bell & Rogers can be out and we're still surfing along. There's more than enough capacity & speed for gamer teenagers.
Been using the dry-loop DSL for 4 years - no problems and any questions are answered promptly.
Plus: you can't beat the prices.
Rating:1
Service:
City: Orillia,
ON

Wed, Jul 17,
2013

I switched my DSL 5.0 mbps (which I only had 2.5 mbps max & it could not reach 5.0 mbps told due to its central office too far from my location) service from Bell to Acanac Cable High Speed internet. Installation went smoothly, internet connected immediately after Technician hooked up to cable modem. Now I am paying for the same price as DSL service from Bell $39.95/ month with current speed 10 times faster than Bell. Thanks Acanac.
Excellent work!
Rating:1
Service:
City: Markham,
ON

Thu, Jul 11,
2013

If I could give this company 10 stars I would! I called in on Tuesday morning and I am now connected Thursday morning. CSR is a dream, love their system when you email them they open a ticket and send you an email with a link to it so you can reply to them through that. During the day the wait time is almost nil. During peak hours they keep updating your place in line and how much longer it will take. After the nightmare with Bell I feel like I have died and gone to heaven! Btw there is a referral system in place but I am just so happy I want nothing for it, just want to share this great company. Switch, you wont regret it!
Rating:1
Service:
City: Saint hubert,
QC

Mon, Jul 08,
2013

If your internet connection goes down and you call for service, they tell you to send them an email! How can I send them a bloody email if my service is down? There is no phone support (on weekends), and I have been down all week-end. When I called on Monday, the wait is said to be an hour. But the operator voice was so friendly - exact opposite of their service. After 2 years, I have had enough - Never again, and I will make sure I tell as many people as I can to never give this company any business
Rating:-1
Service:
City: Mississauga,
ON

Sat, Jul 06,
2013

The service is terrible when you have a problem. They keep on wanting to charge $100 to say the problem is in your house. It is very difficult to get technical support.
Rating:-1
Service:
City: Niagara falls,
ON

Fri, Jul 05,
2013

Let me start with the good. The service is ok. First year under contract is ok.
But
Try to switch providers after your first year, that is when it hits the fan. Constant lack of communication and delaying tactics. Anything to rope you in for another year. The frustration and price increase after the first year(especially if you want to pay monthly) are not worth the discounted rate of the first.
BEWARE, only a written confirmation will do. Otherwise they will either sign you up for another contract or switch you to monthly service. I had to start complaints with Better Business Bureau and other Consumer Rights Protection agencies to get them to listen.
Rating:-1
Service:
City: Toronto,
ON

Thu, Jul 04,
2013

intermittent connectivity. which also means no home phone. inconsistent and often lazy customer service. long waits on the phone.
cancelled after on year of aggravation!
Rating:-1
Service:
City:

Wed, Jul 03,
2013

Worst company ever!!! They tried taking money that I didn't owe them. Customer service is ridicules. So bad!!!
It started from the issues just trying to get it setup right down to cancelling 3 months later.
This has been the worst experience I have ever had with any company. How they are still in business puzzles me.
DO NOT GET INTERNET WITH THEM!!!!!!
There scam artists and there customer service ppl are assholes!!
Rating:-1
Service:
City: Ottawa,
ON

Wed, Jul 03,
2013

Worst customer service ever, while they have lots of issue as like as loosing the internet line.
Rating:-1
Service:
City: Toronto,
ON

Tue, Jun 18,
2013

Horrible customer service, horrible support, horrible service.
I had to diagnose my own problem and fix my own connection issues. When your connection does not work they would prefer you email them rather than a phone call. I have dropped connections almost all the time. Once your money is recieved any lie they can tell you to get you off the phone they will. I was told I had an internal wirring problem and would hav to pay for their technician to diagnose the problem. I ran a new wire to the d- mark and labelled it for them and they still couldn't solve the problem. They had trasfered me over to bell to fix my dry loop issue and be said I wasn't hooked up on the street side and they would do the connection right away. The support personel are very used to people calling them and being mad.
Ridiculous way of doing business.
Rating:-1
Service:
City: Toronto,
ON

Tue, Jun 18,
2013

Horrible customer support. once they get your money, never dream about having a refund...They will always extend you services X amount of days instead of money value even if it their fault. They charge you full month even if you use one day of service of that month. Technical support? FORGET IT!!! you may have to wait 1 hour to get to someone who does not know what is he talking about!!!
Rating:-1
Service:
City: Candiac,
QC

Thu, Jun 13,
2013

I am using Dry DSL and VoIP service with Acanac for more than five years. It is a value for money service. I have not had more than five or six service interruptions throughout the service period. I will continue with this service until I am dissatisfied with it.
Rating:1
Service:
City:

Sun, Jun 09,
2013

Absolutely horrible customer service, they are there to take your money and not provide any support at all. They told me that there was no billing department number, eventually I had been given one after complaining. Also, the credit card I had used last year to pay the annual bill had expired and I did not know since I didnt use it, thus the preauthorized payment did not work. They tried to call me ONLY twice and left voicemails both times (I could not access my voicemail). I had assumed the bill had already been automatically paid. They then added one month extra, charging me more and then terminated my service. Then they told me if I wished to reactivate the service I had to pay $45 for reactivation and wait 2 weeks...or if I cancel I had to pay $53 for that one month which I DID NOT authorize. They use dirty business techniques to trap customers. Just buy a rogers bundle.
Rating:-1
Service:
City: Toronto,
ON

Tue, May 21,
2013

I have 2 friends who signed up for Acanac and they both told me of their problems of getting the install after payment was made. They both had to call in a week after payment and found out that if they did not call in to double check, they would have never gotten any service, to no fault of their own. A customer service rep even mentioned that it was necessary for the customer to call in to initiate the service after payment. This does not make sense to me at all. Against my gut feeling I still choose to sign up for this service thinking that a company could not possible bat at 1000% for failure. 6 business days after payment was made I did not receive any email instructions on dates the install would take place. No phone calls. I called customer service and was informed that due to my history with the promotion that I did not qualify. So when exactly were they going to inform me? They were just planning to run away with my money? The interesting part was that I had never signed up to Acanac before. I told them this and asked for a refund. I do not want to bear any future problems that I foresee happening with this poor company. Stay away.
Rating:-1
Service:
City: Toronto,
ON

Fri, May 10,
2013

Very poor service, nearly impossible to reach anyone. Many random outages requiring modem resets (due to their IP sharing), and then price increases without any increase in reliability.
Rating:0
Service:
City: Embrun,
ON

Mon, Apr 15,
2013

I have seen bad , I have seen worst and there it is! Acanac customer service. this is the worst at is best!! I have never seen that much aggravation and lack of competence at the same place..
NEVER CONSIDER TO SUBSCRIBE ACANAC. Acanac is a dishonest company. They are expert at cheating customer.
Rating:-1
Service:
City: Toronto,
ON

Sat, Apr 13,
2013

The worst ever service received from them. continuous loose of service, like today. Support does not exist and only by email, because when you call the IVR system will cut you off. You send an email to support and you have to wait at least a week before you get a useless reply. They are offering IPTV, god help the customers.
Rating:-1
Service:
City: Unionville,
ON

Wed, Apr 10,
2013

Acanac Billing department phone#
1-866-355-4326
Rating:0
Service:
City: Brampton,
ON

Wed, Apr 10,
2013

Acanac sucks..! I'm fighting with them on extremely slow speed on my cable internet (28Mbps). Since April-2012, I got 4 to 13 Mbps 99.00% of the time + frequent disconnection every day. NO RESPONSE from them at all to resolve the problem. Offering me 7 or 15 days of free service. Now told me to go with VDSL and they want $180 for modem, shipping, installation + tax.

STAY AWAY FROM ACANAC.
Rating:-1
Service:
City: Brampton,
ON

Tue, Apr 09,
2013

Stay away from this ISP. This is the worst ISP I ever to deal with since 2000. Actually I was their loyal DSL customer until I change to Cable Internet in Feb 2013, and the problems started right after they take my one year subscription. They were very late to deliver the modem, no internet connection for a week, wrong instruction on phone transfer, no help to setup VOIP phone (no human, only email that produce useless advice)

Their tech support queuing system can go up and down and you end up disconnected if the waiting time is more than one hour. Their email tech support did not bother to answer your questions, only give a standard irrelevant answers -- maybe staff shortage or simply incompetence/stupidity.

Their billing system, their customer retention, VOIP support system has no live human manning them, only email address.

Their monthly term pricing is more expensive than their own parent (distributel)

Summary: avoid this company at all cost folks.
Rating:-1
Service:
City: Toronto,
ON

Mon, Apr 01,
2013

Straight up rates, same price every month. Good speed, good price, good deal!
Rating:1
Service:
City: Orleans,
ON

Wed, Mar 27,
2013

Their customer service can be described as "I DON'T CARE, ONCE I'VE YOUR MONEY" . Basically they don't have anything except sales. Once you are their customer, you will find difficult to get them. They take your money and they don't care whether you have the service or not. Be careful, they have your credit card number and they will charge it to they content.
Rating:-1
Service:
City: Richmond hill,
ON

Mon, Mar 25,
2013

Terrible to say the least. I had a hell of time trying to change cable modems, 21 days without internet while they had the wrong information they were submitting to Rogers to provision it. The next downfall was at the end of the term they are failing to release my modem for my next service provider to pick it up. It's been a week now and all that I can say is they must be doing it purposely. Anyhow, I wrote a complaint on the complaintsboard.com website and I guess they didn't like it because they banned that IP for that website inside their network. It works on my iPhone, just not on the free service that I'm getting from them right now until they release my modem and kill my service. Please!!!! Kill my service Acanac! So that I can get on with my life. Here's a shortened URL to the post http://goo.gl/B2Ecy
Honestly, its too bad they ended it this way. Even with the 21 days without service and the email-only support, I didn't have any disappointing views on this company. Bad way to end things Acanac. Too bad.
Rating:-1
Service:
City: Toronto,
ON

Mon, Mar 25,
2013

the prices are good... BUT the customer service is terrible... nobody seems to be on the same page, I get a different answer each time I talk to someone new... I was gonna sign up for cable, took my payment and then tell me they cant offer cable
Rating:-1
Service:
City: Harrow,
ON

Mon, Mar 18,
2013

The bottom line...It's a no thrill ISP, but Acanac does give value. They don't charge two-three time more like Bell, and there are lots worse ISPs.



Their management is arrogant. Noticed there is not one reply to many complaints posted so far.



Thanks to other posters, I told Acanac not to auto renewal and take money out of my credit card. I've also asked to start from the day that there was internet service. They delivered the modem late without notifying me.



Like the other posters said, Acanac service is crappy. I called their technical service, and the auto voice message says it's over one hour wait, then disconnected on me. To be fair, Bell is only a bit better. I had to wait one hour to talk to their Billings department.



Several of Acanac's sales rep are donkeys. If they ask you to email to higher up with your questions, it means they don't have an answer.



Billings are the only ones who could make deals outside of their standards like not to auto renew. Even they don't answer direct questions. If you insist by following up the same questions by email, Billings might give you a phone number to discuss. In my case, the person I've talked to, ducked the questions. I asked them to submit their reply by email. The email only discussed points in their favour.



The $49.95 installation clause is an absolute rip off. However, this is standard throughout the industry. My fingers are pointing at CRTC. Our taxes are paying them to do a job, and this is what we are getting.



Acanac is only offering Huawei MT130U V100R001C01B071 modem. You may not use this modem if you go with another ISP in the future. Moreover, if there is a change with Rogers, you will have to buy another modem at your cost.



You could buy your own modem provided it's in Acanac's list. However, the list is already outdated. You have a hard time getting Thompson DCM 475. Most stores carry model 476. Ananca sales donkeys would only say "If it's on on the list, then Acanac cannot guarantee it"



Their free phone for 1 year is a good deal. I use it for long distance calls. Despite what the sales rep tells you, you can use a $5 head phone to make calls. In fact I was initially using the computer speakers and speaking into a small microphone plugged into the sound card, and it worked fine. The sound quality is good for calls in Ontario, but crappy for calls to China.



Their Bitvise-Tunnel proxy is questionable. There is no technical rep who could help you get started. Even the written instructions provided are different from the video at their site. Then there is a question if the proxy works. An IP identifier shows my IP the same whether or not Bitvise is used. But that's than other ISP have to offer, which is nothing.



How about Tek Savvy? My girlfriend has a horror story to tell lol.
Rating:0
Service:
City: Toronto,
ON

Thu, Mar 14,
2013

horrible customer service. they make you pay up front for the whole year. My internet went down for over a month half way into the contract; no one came to fix it. finally I had no choice but to cancel and they wouldn't refund my unused half portion of the contract.
Rating:-1
Service:
City: Toronto,
ON

Tue, Mar 12,
2013

Out of the blue they cancel my service and I have to wait over 5.5 weeks to "get it back". In the meantime my questions go unanswered, I have no internet, no email and no home phone. In my opinion they are irresponsible when dealing with any type of issue. No one seems to take responsibility.
Rating:-1
Service:
City: Tillsonburg,
ON

Wed, Mar 06,
2013

Excellent
Rating:1
Service:
City: St-jerome,
QC

Wed, Mar 06,
2013

Hello

I've been with Acanac for the past 3 years since I moved in Quebec City for university. I have not even once had a problem with my internet connection (dry dsl). The only time I had to talf with them was when I moved. I sent them a ticket on their website and they answered pretty quick. If I remember correctly in 2 days they answered my ticket. When I moved, Bell took about a week and a half to come and plug my dry loop, so I opened a new ticket with Acanac and told them that I stayed one week and a half without net and they pushed the date of the contract with 2 weeks. So everything can be resolved. You just have to talk with them calmly. They have a lot of means for contacting, opening tickets on their website is the option I like the best, but they also have a forum where you can contact the owner. They also have a phone number, but for technical problems, it takes a long time to get an answer. I called them when I wanted to move and waited about 2 hours. The internet speed is almost always at max. I am supposed to have 5 mps down and I get around 4.5 . You have to be a little tech savvy in order to setup your router and modem and wires, because if you call them about a problem and there is no problem on their end, they will call Bell technician. If the Bell technician finds that the problem is with how you setup your network, he will charge you 90$. That is now Acanac, but Bell charging you. Because they came for nothing. I hope my rating helps people, at least around Quebec City area.
Rating:1
Service:
City: Quebec,
QC

Sat, Feb 23,
2013

Acanac: la vitesse officielle "Peak Hour" reste 4Mbps/1Mbps et 15Mbps/2Mbps.

Avec le 10Mbps d'upload qui s'en vient sur le réseau de Vidéotron, pensez-y deux fois si vous aviez l'intention de passer à Acanac. Les clients d'Acanac ne devraient pas recevoir automatiquement la nouvelle vitesse d'upload.

Acanac a pris une entente avec Vidéotron afin que leurs clients ne soient pas upgradés mais reste avec la vitesse annoncé sur le site d'Acanac qui est actuellement pour le Québec de 4Mbps/1Mbps et 15Mbps/2Mbps en heure de pointe. Ceux qui ont de meilleures vitesses sont chanceux et ne devraient pas. Cela va à l'encontre de ce que Acanac à demandé à Vidéotron. Ce n'est peut-être qu'une question de temps avant que le throttling soit activé chez Acanac.

Si vous prenez un contrat d'un an, c'est long un an à 15Mbps en heures de pointe!


Hello,

Thank you for taking the time to contact Acanac-Inc.

Please understand that while Videotron offers packages similar to ours, we do not carry the same packages. We currently use Videotron's infrastructure to provide service to our customers. However, there are certain agreements and arrangements made with the carrier that allow this to happen. Our current agreement with the carrier, Videotron, is the speeds you will see listed on our website. The information listed there is correct and is not a mistake. This is the service that Acanac-Inc, is able to offer to our subscribers. If in the future we are able to provide the speeds you have seen listed on Videotron's and other's websites, we will update the site accordingly. We do apologize for the confusion.

If you have further inquiries, please do not hesitate to contact us.

Best regards,

Acanac Inc.
http://www.acanac.ca
1-866-281-3538
Rating:0
Service:
City:
QC

Wed, Feb 20,
2013

No customer service. No technical service. No voip service. Basically they don't have anything except sales. Once you are their customer, you will find difficult to get them. They only have email support, I wonder if you *DO NOT* have any link at home how the hell you expect us to send email??
Rating:-1
Service:
City: Toronto,
ON

Tue, Feb 19,
2013

It has been a year now. And I have had no problems or issues, except my son tells me an on line game he plays always drops the server??? But I am not sure if that Is Acanac or the game server. 8 mb cable speed always consistant. Tech suport through email to set up VoIP on my linksys ata was quick and painless.
Rating:1
Service:
City: Montreal,
QC

Fri, Feb 15,
2013

There are a number of reasons why this is, all from this ONE incident:

1. Had service for a short time prior to outage.
2. Outage lasted from Jan 22 to Feb 8 (18 DAYS).
3. Outage was simply due to a failure in modem.
4. Called in to Acanac Technical support a total of 5 times for this one
issue.
5. Average wait time on phone was 1.5 hours. (Max time was 2.5 hours).
6. Support Reps are knowledgeable but required troubleshooting 3 times.
7. Email updates were not clear when they requested information from me.
Update said "Required information", but did not say required information
from me specifically.
8. Call back from Technical support was during business hours when not at
home.
9. No technical support on weekends resulted in delayed response time.
10. No communication between Rogers and Acanac. Support reps depended on
me for answers from tech troubleshooting but this was not communicated to
me, I just called Acanac to ensure all information was up-to-date, which it
was not.
11. Modem replacement not processed on account immediately when
troubleshooting resulted in a faulty modem.
12. Modem replacement sent by normal mail 3-5 business days instead of
priority.
13. Modem provisioning took another day.
14. Tried to call IVR numerous times and was disconnected due to "Over 1
hour wait".
15. IVR states "Average wait time" which routinely increases. One call it
started at 6 minutes and wait was 1 hour.
16. "Average wait time" seems broken, should decrease as queue in line
decreases, but it does the opposite.
17. IVR states "spot in queue" which regularly increases. One call it
started at 15th person and went up to 22nd person.
18. Have to contact customer service via: billing@acanac.com instead of
talking with someone.

I would expect this type of outage to be resolved in under 3 days.

Due to the above, I have to insist on a monitory refund for the outage time
and a monitory goodwill credit amounting to at least 3 months service.
This is due to not having internet for almost 3 weeks which resulted in:

1. Had to use mobile internet at home.
2. Could not take advantage of other internet services for which we pay
monthly services.
3. Personal inconvenience.
4. Personal time required for phone calls, troubleshooting with technical
support etc has amounted to almost 1 days work on my part. ($250)
Rating:-1
Service:
City: Toronto,
ON

Thu, Feb 14,
2013

Most accurate description I can offer of Acanac is a single word: incompetent. Customer service does not exist. Technical support does not exist. Problems are always someone elses fault. DO NOT USE ACANAC UNLESS YOU ENJOY SUFFERING.
Rating:-1
Service:
City: Toronto,
ON

Tue, Feb 12,
2013

PROS
- Best price in my area
- free VPN service (to circumvent packet throttling by Rodgers)
- free VOIP (to a phone number)
- Fast speeds via cable
- almost zero downtime

CONS
- to get initial service, the company has to coordinate with Rodgers (who intentionally provides bad service to Acanac)
- customer service can be painful (mainly due to my last point - which is completely out of Acanac's realm of control)

I highly recommend switching to Acanac, but also recommend having a backup method to reach the 'net until the Rodgers technicians have connected the line properly.

The low cost and high speeds are impressive (compared to the competition). Just be prepared for some potential frustration getting your line setup.

By the way, the BBB scores them a "C" (unlike the "F" quoted in a prior review). http://www.bbb.org/kitchener/business-reviews/internet-services/acanac-in-mississauga-on-1204231
Rating:1
Service:
City: Barrie,
ON

Mon, Feb 11,
2013

Can not speak to anyone other then sales.

Billing takes an avaerge of 2 days before they copy and paste a generic response with out reading your email

you get what you pay for
Rating:-1
Service:
City: Bolton,
ON

Mon, Feb 04,
2013

Bad service. Unstable internet speed. I know Bell doing this but they doing nothing to fix this. I got bad service for what I paid. I complain but they do nothing.
Rating:-1
Service:
City: Aurora,
ON

Sun, Jan 27,
2013

Far superior to rogers in speed and price but uses their line, go figure...had phone for 6 years and internet almost 1...if you need "help" just stay with rogers or bell and stop complaining we have over 30 devices connected including 4 tvs streaming with no issues and no fake bandwidth charges
Rating:1
Service:
City: Bowmanville,
ON

Wed, Jan 23,
2013

BEWARE!!!

They charged the credit card for another ONE YEAR fee AFTER disconnecting the service. NO REFUND! Needed to fight with CC.

NO CUSTOMER SERVICE at all. When service goes down because of their technical problems, they don’t take any calls. They ask to send them email. But Internet service is already disconnected!!!

Called to disconnect the service. Again, they don’t count the call. They just ask again to send them an email.
Rating:-1
Service:
City: Toronto,
ON

Wed, Jan 23,
2013

Horrible customer service. big mistake and waste of time
Rating:0
Service:
City:

Mon, Jan 21,
2013

Most stupid company ever, they have no system in place, no customer service skills, slowest order processing service ever.... they will never pick phone and call if any issue with the order... they just send you email and ask you to call them back... or send you email and ask you to call them back to schedule appointment when they ready to take your call ... foolishness goes on and on ... not to mention every time you call them you will have to wait latest 15 to 20 minutes on their long queue... and when you finally get through to them then their customer service staff talk to you over the speaker phone ... and you can’t understand what the f*** they are saying.
I tried them last year they never get the service up and running and this year same issue... I cancelled the order again.

Also note as they advertise on their website if you are not satisified with the service cancel with in 30 days full money back... **** IT IS FALSE, DO NOT FALL FOR IT ****
Sunny


Rating:-1
Service:
City: Brampton,
ON

Wed, Jan 16,
2013

I have been with Acanac ADSL going on three years, mostly because of limited options in my area.
Initially the company was very active in acquiring clients. Their customer service and tech support tried to be helpful and they would offer incentives (free month of service) to make the client happy when there were problems needing Bell tech support.
In the last year, Acanc’s customer support has deteriorated. Getting through to tech support is impossible. If you have the time to stay on hold you can go from caller number 20 to caller number 10 then back to 18. If and when you reach the goal of next caller in line to speak with a representative a recorded message informs you that you are caller number 3, followed by another message that they are too busy to assist you now and to call back later.
If you have billing questions, you can not reach them by phone, only email.
I have decided to leave this company as now there are alternative options in my area.
I offer this advice to anyone planning on using Acanac services any paying for the entire year up front by credit card. After you pay for the service, contact your credit card provider and tell them you lost your card or cancel it, as if you are not happy with Acanac after the year of service they will auto renew your service after the year is up without telling you, as this is Acanac's terms of service.
Lastly as far as the 30 days money back offer, it does not include connection fees nor the price of the modem; and if Acanac was unable to connect the service for whatever reason the statement I received, from Acanac customer service, after asking the question three times was "Please note that the modem fee and activation fee CAN be refunded as long as the service is not installed". That is CAN and not WILL. The Acanac forums list numerous clients that have filed complaints, even as far as small claims courts in order to get back their money.
Rating:-1
Service:
City: Trenton,
ON

Thu, Jan 10,
2013

Terrible customer service and horrible technical support. Installers don't show up, wrong modems provided, no modems provided, billing issues - many such problems known. Sign at your own risk - you'll be stuck in a contract for a year
Rating:-1
Service:
City:
ON

Sat, Dec 15,
2012

Bad tech support (ticket ID RIC-14955)
Rating:-1
Service:
City: Niagara falls,
ON

Sat, Dec 15,
2012

I paid 6 Mbps Bronze package, look which is the speed this Saturday morning:
Last Result:
Download Speed: 356 kbps (44.5 KB/sec transfer rate)
Upload Speed: 658 kbps (82.3 KB/sec transfer rate)
Sat Dec 15 2012 06:51:23 GMT-0500 (Eastern Standard Time)
Tested with acanac speedtester.
Rating:-1
Service:
City: Laval (sainte-rose),
QC

Fri, Dec 14,
2012

I decided to switch to Acanac because of the low $ of 28M cable service + free home phone for a year. I was a bit skeptical from all the negative reviews so I kept the existing internet & phone lines until completely switched over. Below are my reviews:
- Slow process of installation: yes, it's true that it's slow because Acanac has to go through Rogers in my area, it took 4 weeks and 2 visits from Rogers Technicians to get the internet line running. However, you should anticipate delays as Acanac is dependent on Rogers, my advice is keep your existing internet line until you're internet is running.
- Speed: EXCELLENT, I've only been on it for a week, but I've done a lot of speed test throughout the day every day and so far download/upload speed most of the time is right at the top end, even during peak period I don't find slowness, very happy with the speed so far.
- Should not be concerned about how long it takes to get the line running as Acanac adjusted my term of service to start on the day that my internet line was working, not from the day I ordered.
- Phone support: hit and miss. I've called a few times, half of the time waited for 2-3 minutes, another time 15 minutes, and a couple of times got the answering message to call back later because the wait is more than an hour. However, I've got pretty quick support response through e-mail.
- VoIP: just got my number ported over for a couple of days, I bought my own ATA and not difficult to setup. So far I found the phone quality pretty decent, no complaint as of yet.

The bottom line is : Fast internet line & unlimited bandwidth at a cheap price. If this is what you're looking for, then you should be happy with it because this combination would compensate for the slow installation service and the lack of support.
Rating:1
Service:
City: Mississauga,
ON

Sun, Dec 09,
2012

Very bad service. They dont follow any SLA on there ticket. I dont have internet connection form last three days and even though there is no service provided. DOnt be fooled with there price.
Rating:-1
Service:
City: Ottawa,
ON

Tue, Dec 04,
2012

Could you please help me to get my refund!!!
My horrible experience's with Acanac.
I have applied for internet (DSL) and telephone service last October, 4th 2012 (for one year contract start of November 1st 2012). And i got the bill of $803.96 + $110.38 = $914.34 (for one year service, they took from my Master Card). It's $ 357.63 more expensive than my old and my present service. Than October 5th 2012, i asked for cancellation. October 9th 2012, i didnt get my refund; i want to have cable internet and phone service with them (more speed and cheaper then DSL), they asked me to make a new payment for the cable service and wait for the refunds of DSL service in the future, they dont know when the refund will do (this corporation is very smart!). I'll wait for refund before make a new app. for cabler service. I called (and email) every week for refund because my service is finish at October, 31st
and i want to get cable service start that day....
I have to stay with my old provider. Until now, i didnt get the refund for my DSL payment.
Could you please help me to get my refunds ?
Rating:-1
Service:
City: Boucherville,
QC

Wed, Nov 28,
2012

Problem with speed. Using VOiP while surfing the net is problematic as the quality is really degraded.
Rating:-1
Service:
City: London,
ON

Wed, Nov 21,
2012

haha - all those bad reviews - I can vouch for each and every one of them. For me the service is as advertised but don't ever, ever, ever expect to talk to someone that can help you if you need it. I have honestly spent over 18 hours on the phone over a 1 week period and not once did I make it through the queue. one Saturday I was on hold for 5 hours strait before my call was dropped.

The only reason I stay with them is the price is fair and I rarely have to call them but each time I do I think about switching ISP's.

BTW - If you change / cancel your credit card number during renewal time they are very diligent with contacting you...
Rating:-1
Service:
City: Whitby,
ON

Fri, Nov 16,
2012

great service, great price and unlimited bandwidth is what keeps me here.
Rating:1
Service:
City:
ON

Thu, Nov 01,
2012

Acanac is probably one of the cheapest ISPs and offers unlimited bandwidth. If you never have to deal with their minimal technical support and their abysmal customers service, you may be happy with them.
Their TOS show total disregard for basic consumers rights.
You will be billed from the day your order is confirmed and will be rebilled on its anniversary date. If you wait weeks to get your internet up and running, you pay for that waiting period. If you insist to have your date moved for the beginning of your term, they will do it, but clients cannot know from their TOS alone that it will not be done unless they ask. In effect, most clients simply pay for a period without service because they are unaware.
Most clients chose to pay for a fixed term in order to get a lower price. The full amount is paid up front when you order.
You will get rebilled for another full term on your anniversary date without prior warning. It s the client s responsibility to remember at what date he initially ordered ( often a full year before ).
Any dispute resolution with their billing Dept. will be painful, frustrating and slow. They accept only email exchanges to communicate with the accounting dept. If you are trying to cancel, the time it will take you to get at the end of that process will also be at your expense.
Legitimate claims for refunds can be delayed for months.
Acanac was bought by Distributel a couple years ago, but Distributel shows no interest in Acanac for some reason. Business practices at Acanac were never harmonized with those of Distributel. So dont count on their parent company to help resolve any dispute with Acanac.
Technical support is nearly unreachable by phone but some people can help with technical issues on their community forum.
Unfortunately, billing issues will not be allowed there.
Not recommanded
Rating:-1
Service:
City:
QC

Wed, Oct 31,
2012

beware, you will have to sue them to get your money if they overcharged you.

And they will take you for a ride, here a copy/paste of a message I received 2 months after they initially agreed to reimbourse me!


"Dear valued client,

We have sent your request to the Refund Processing Department. The refund may already have been done however due to processing between Acanac and your bank it could take up to 3 weeks before you are able to see it on your statement.

Should you have any other questions please let us know."

Also for the time I was with them I never got the speed I was supposed to get.



Rating:-1
Service:
City: Québec,
QC

Fri, Oct 26,
2012

- It was very slow before they connect me because they are bad. They told me they would come day 'A', so I took a day off at job for that. They came 2 days before day 'A', which I never knew, then on day 'A' I waited at home for them to come. Then I contacted them and they took a month before they connected me. A month!

- They billed the full year at once on my credit card. I didn't expect it...

- The service by email is very efficient.
Rating:0
Service:
City: Coaticook,
QC

Sat, Oct 13,
2012

Be careful with Acanac! Before paying a whole year of service, be sure, if you can, that Acanac will effectively provide the service.

I paid for the service and Acanac was unable to install it. I asked for the refund, but after two months I haven't received anything. Furthermore, they will charge me for the time I waited as if I had received the service.
Rating:-1
Service:
City: Montréal,
QC

Fri, Aug 24,
2012

Before I write my review I want to qualify my negative review.

The rating by the Better Business Bureau shows this company grade as an F.. And there is good reason there are 177 filed complaints and only 56 where closed showing the company tried to resolve the issue. That means 68% (nearly 70%) of the claims were valid. http://www.bbb.org/kitchener/business-reviews/internet-services/acanac-in-mississauga-on-1204231 .

The best advice I can offer is BUYER BEWARE to anyone considering Acanac as an ISP. The product and customer service is horrible I am in awe that this company is still in existence.

I ordered there DSL service in November which was my first mistake as I should have questioned why a company only offers a discount on 12 month service when paid in full for the year up front.

Immediately once the service was installed I noticed the speed dropped to 300kbs-1Mbs, vs. the Bell DSL service at 6-10MBS. I made several calls to tech support in the first week and nothing could be resolved. They tried almost every excuse to say it is my location, I am too far from the Bell connection, too many people must be using the same service etc…. until I explained I live in a condo complex in Toronto and Bell connection is about 50 meters from the building. They eventual came up with the line it is a bell issue and they can’t do anything. I was furious and wanted to cancel but my main worry was that I paid for the year in full (again their only option to get competitive pricing) and it would be a hassle to get the refund so I figured I would stick it out.

Eventually after a lot of resistance they agreed to have Bell come out to look at the line. Nothing changed after the first 3 visits from Bell, then on the fourth visit the Bell Tech called and said he found the problem. Apparently when the change was made from Bell to Acanac the service person connected my line to the condo unit next to me he was shocked I was even getting service.

When I got home that night I tired the service and to my surprise the speed of 300kbs-1Mbs was still there.

This is where things got out of hand.

After several more Bell tech visits it was advised by Bell in January the service was capped to 1Mbs a second and no request from Acanac was ever made to increase the speed. ARE YOU KIDDING ME????? So I had a work order, the Bell Tech employee number and provided all of this to Acanac via email after a week or so I finally got my speeds to 6Mb or higher. So now that things seemed to by working my next step was asking for a refund/credit from November – January as they did not provide the service that was paid for during those months.

Of course my initial requests were all declined as they tried to say they did not mix up the lines until I advised I do not care if it is Bell or a 3rd party the fact of the matter is it is their contract arrangement with Bell not mine.

I eventually went to the Better Business Bureau and filed a formal compliant. At first the people at Acanac actually tried to argue the point that they use Bell lines which the BBB had none of. Eventually I was given the credit, once that was received I canceled the service and sent a full refund for the entire year.

Lesson learned and I strongly recommend anyone considering Acanac to look at the BBB website.
Rating:-1
Service:
City: Toronto,
ON

Thu, Aug 23,
2012

Just called Acanac to discuss the pricing and costs as I was interested in service. CSR was not very knowledgable or polite, she was quite beligerent and rude. I gave her multiple chances to answer my questions related to refunds/technical support problems...additional costs while looking past if she was not having a great day??.

She did not do a very good job to answer my questions. At least if your going to do CSR work, let me hear that your positive about the company and the services you sell.

Therefore I will have to remain with Rogers.../sigh !!!
Rating:-1
Service:
City: Toronto,
ON

Sat, Aug 18,
2012

I was a customer with Acanac for many years. Their main weakness was having to talk to someone there when problems come up. Technical problems with Acanac, in the past, have left me without internet for two weeks. The last straw was a miscommunication with the billing department. I had made arrangements to make a payment for one month before paying for the full year. Without warning they canceled my service. No email, no phone call. I was told it would cost me $100 to reconnect my service even though technically I still had internet access. I refused to pay the extra $100 charge so they disconnected me. I proceeded to sign up with their competitor only to find that they had refused to release my modem MAC ID. The end result is, the hardware that I own and paid for, cannot be used with any of their competitors until they get around to releasing it. I have called them with no response so I entered an email ticket. Still no response. Acanac, I am very disappointed with you.
Rating:-1
Service:
City: Toronto,
ON

Sat, Aug 18,
2012

Terrible terrible customer service. If things are working, then great, but once you have a problem, they are terrible. It's impossible to get anybody on the phone, and they basically ignore their support ticket system, but if you do get a response to a support ticket, they don't answer your questions, and they are rude.

I had their VPS service, and it repeatedly went down, but no explanations were provided. Finally in August 2012, the VPS went down for more than a week (it still hasn't come back yet). Their tech support is rude and won't reply to simple basic questions like "What's going on?" and "When do they expect it to be back up?". Terrible terrible experience, and meanwhile my business's website is down, and they still want to charge me for this experience? Shouldn't they be offering me a rebate?

During an earlier problem I have actually had them redirect me to their Zazeen company (affiliated with them), to whom I was not a customer, who just redirected me back to Acanac again. Just the worse kind of unreliable unprofessionalism.
Rating:-1
Service:
City: Toronto,
ON

Fri, Jul 27,
2012

I was with them for 3 years. Beware!!!! the highest speed I got was 2.25kbp. Acanac stated it was my modem, my router, bells fault but never their fault. As soon as I switched to Netfox, I got over 5kbp the first day. Stay far away form Acanac.
Rating:-1
Service:
City: Barrie,
ON

Wed, Jul 25,
2012

Dsl is very slow,i get 2.51mb here in Gatineau when they advertise 8mb but Only ups are they have reliable service
Rating:-1
Service:
City: Gatineau,
QC

Thu, Jul 12,
2012

Worst customer service in the world
Rating:-1
Service:
City: Uxbridge,
ON

Fri, Jul 06,
2012

In 2 years there has been zero downtime. Not liking the 3Mbps cap btwn 7pm and 12am on weekdays. Otherwise service is ~5Mbps. Many great features including free VoIP and SSH tunnelling and 100GB FTP storage, static IP and Unlimited Usage!!! All standard. $32.95/mo for 6Mbps or $35.95/mo for 12Mbps (Ontario rates). Pay for full year upfront.
Rating:0
Service:
City: Ancaster ,
ON

Wed, Jul 04,
2012

I've had no issues with Acanac. Been with them since Jan 2009. Speeds are as promised (actually about 30% higher than listed) and have had no issues with service.
As with all 3rd party isp's (providers other than Bell, Rogers, Cogeco, etc) if your phone lines are crap and your current dsl drops in and out switching providers won't fix it. Same with cable. You connection has to be good.
I've had dsl since 2009 and a friend has had cable since April 2011 - both are excellent.
Rating:1
Service:
City: Windsor,
ON

Tue, Jun 26,
2012

The worst service I experienced ever. For about 3 weeks (!) they can't fix a problem with my internet connection. 3 weeks I'm waiting for technician, and nobody can tell me when he come.
Customer service is full of rare dumbasses - no answers, no understanding of your problem, no willingness to help. To talk with them you have wait more than hour, communication via emails poor and useless. Bad, horrible, dreadful ISP!!!
Rating:-1
Service:
City: Toronto,
ON

Fri, Jun 08,
2012

Do I have to speak about them, really?... Client since 2 years, I was almost happy, then for few months now, connexion is less than 0.23 Mbps from 4pm to 2am. Few Bell's technicians come to check my network, everything is perfect, and they don't use throtting on my line, but Acanac says everytime that the problem come from Bell... No good answers, no support, no connexion!!! Stay away......
Rating:-1
Service:
City:

Sat, Jun 02,
2012

Still no phone service since Feb 9. Now June 1. No phone support, tech support by email is hopeless... get asked the same questions over and over. Said they will call to fix(twice). They didn't, and even emails stop after promise to call. Switched to cable from DSL as speed was 2.7mbps, they claim 6. That's when the trouble started with voip.
Rating:-1
Service:
City:

Wed, May 30,
2012

I like that I can pay 1 time per year. They should notify before renewal but do not. I have downtime maybe twice a year. Overall I am happy to get the Rogers service w/o the caps at a better price.
Rating:1
Service:
City:

Sun, May 27,
2012

Have been unable to send e-mail to any hotmail addresses and sometimes 'live' addresses. This has been on-going since before Christmas 2011 and still the problem has not been resolved despite asking for help from acanac numerous times.
Rating:-1
Service:
City:

Sat, May 26,
2012

overall i am pleased with Acanac. I switched from Rogers after steady decline in utility, even though I was paying more and more for it (decreasing speeds, adding cap, reducing cap, service outages, overcharging for bogus traffic claims, poor support). Acanac made it all better, even if I had to pay for a entire year in advance - there is no bandwidth limit, and no discussion if you reached or exceeded the limit, the speed is consistent and matches the rating of the selected plan, zero outages since I became customer (5 years now), I called twice and in both cases knowledgeable tech was on the phone within minutes. I did buy modem from them but it was fair price and they assured me that they would buy it back if I choose to change my mind some day. it also came preconfigured so plugged it in and it worked. all settings were also in a printed instructions in case one ever needs to use them again (replaced modem for example). I am considering upgrading to faster service, but I am in no hurry... Not long after I made switch, I recommended it to my friends and couple of them did the same. We are all still using same ISP (bye bye Rogers...).
Rating:1
Service:
City:

Sat, May 19,
2012

Acanac, just sucks! Terrible network, terrible customer support. I tried to pay on behalf of one of my friends (as he was a new comer to Canada) and they could not (or I should say did not) provide him a connection because their system was showing that this person has already used up the promotion. How stupid even their system is. Cool match, stupid people working with a stupid system. What can you expect more from them???
Rating:-1
Service:
City:

Fri, May 18,
2012

I have been with them for almost 1.5 years and I am just not happy with their technical support. I had VOIP service and for weeks I had not dial tone last year in september, called their support, and no help for weeks. I requested for cancellation of the service. Now this week they slapped me with 1 month extra VOIP charge stating I have not cancelled.
I do not recommend ACANAC as you will not get good service and their rates will increase as you continue your service.
My sincere advice DO NOT SIGN UP WITH ACANAC IF YOU WANT GOOD SERVICE LOOK TO SOMEONE ELSE. Not worth the hassle.
I am now stuck for 1 year of service because of the contract.
Rating:-1
Service:
City:

Fri, May 18,
2012

Terrible, Supposed to get 6 mps/ sitting .81 mps....reason? To far away from the centgral hub......thanks ACANAC
Rating:-1
Service:
City:

Sat, May 05,
2012

Best ISP in Canada!I love you guys
Rating:1
Service:
City:

Wed, May 02,
2012

U paid more with acanac' but u got less service. Horrible' to reach them by mail' and they dont care if u moved to another isp.
Rating:-1
Service:
City:

Sat, Apr 07,
2012

Use Acanac if you like to be ignored. Signed for cable, installed Feb. 9 after MANY emails, phone calls. I was supposed to get free voip with cable. It's never worked. Daily emails not answered. They sent an email asking when was the best time to call. Haven't heard from them since I told them ANYTIME, but here are the best times, and that was over 2 weeks ago, in spite of many emails. This has to be the worst company I've ever dealt with. I know the only way I will get my money back is through small clams court.... and that takes for ever.
Too bad, there are a couple of helpful guys there so long as you're prepared to spend hours waiting, getting cut off a few times, etc. There is STRICTLY NO PHONE SERVICE FOR VOIP.
Rating:-1
Service:
City:

Fri, Apr 06,
2012

These guys are the worst! Terrible tech support, complete with snarky attitude and incompetence. Realized only after 3 YEARS that we needed dryloop, and just now decided to charge us. Now we have to wait 2 weeks for internet to come back. I have work to do! Awful system for transferring accounts, cancelling, or other tech support. By email?! Seriously guys! For so-so, internet speeds... This ISP seriously lacks finesse. BE WARNED ISP SEEKERS
Rating:-1
Service:
City:

Tue, Apr 03,
2012

Technical support is too hard to reach----Called 15 times at April 2nd and waited 3 hours on hold to contact. And don't have any support avaliable in the weekend.
Rating:-1
Service:
City:

Mon, Apr 02,
2012

I had been calling and waiting for a sales rep more than 15 minutes until finally I was qued as the number one, which means, I should be the next person to be answered. However, I was kicked out and asked to call back again. I did call back and all departments were busy. There is no customer service from this company. How can I expect a reliable service once I am on board?
Rating:-1
Service:
City:

Tue, Mar 27,
2012

After I gave my address they told me that the price is 28.95 and they charged me 32.95 saying that they already gave a promotion at this address.
But I especialy asked many times to be shure.
Also my internet speed isn't good at all. I have DSL up to 6Mbps, but I get only 125Kb download and 65Kb upload.
Rating:-1
Service:
City:

Sat, Mar 10,
2012

I got acanc cable only after talking to sells rep on the phone to make sure I can have static IP and run web server. After realizing the IP is not static at all, this is what Ive got:
******************************
how to get static IP

Hello,

Static IP is not supported on our cable services.

Best Regards,
Acanac Inc.

Rate this ticket: Helpful Not Helpful
Ticket ID: GOQ-65604
**********************************

why did they lie to me?
Rating:-1
Service:
City:

Sun, Mar 04,
2012

Can not send e-mails to Hotmail.
Rating:-1
Service:
City:

Tue, Feb 28,
2012

This is a trap. you have to wait hours to talk to someone.
Waiting in the phone, it tells me I'm number 2 in line and a minute after it bumps me back to number 9, Number 2 then back to number 11. It's been telling me wait time is 4 minutes for over an hour.
I've had to call them 6 times so far, and still have no service after 2 weeks. Giving up, going somewhere else. Save your money.
Rating:-1
Service:
City:

Tue, Feb 28,
2012

signed up with acanac, bad choice, they double charged my credit card and since they charge the whole year up front that equaled almost $1200... when i brought it up to them they said their accounting didn't show the error and i'd have to provide proof.... had to send a credit card statement... after an insane amount of back and forth emails they refunded the amount double billed, only minus 1 cent.... ??!! i don't even understand that. why is it 1 cent less... i will be re-opening the issue once i receive my next refund for my actual cancellation... probably it will be 1 cent less again. the whole time the customer service was terrible
Rating:-1
Service:
City:

Mon, Feb 27,
2012

Worst service ever. Stay away even if you have to pay more.
I got charged February 15 days ago, still no service.
I'm currently waiting for tech support over the phone. It's been 1hour 20minutes, and I've been first in line for 50 minutes.
You can't talk directly to anyone in billing, and they haven't answered two tickets I submitted over 10 days ago.
Sales line is pretty much useless, they keep transferring me to tech support, and for tech support you have to wait hours to get to nothng.
I am cancelling this joke.
I don't know how companies like this exist. If I was in charge, I would fire all managers at once, that's if they have any.
Rating:-1
Service:
City:

Mon, Feb 20,
2012

Impossible to contact or cancel. They just charge your credit card...

Voicemail says they will contact you in 4-6 hours... BS... 1 week since, I've email many times, I still cannot get a credit.
Rating:-1
Service:
City:

Thu, Feb 16,
2012

I'm very surprised to see all the negative ratings, but I suppose that's because I've never had to talk to anybody there since my connection "just works" (total downtime over those 2 years is probably less than a day). Been a happy customer for 2 years, just renewed for a third.
Rating:1
Service:
City:

Tue, Feb 14,
2012

their service is suck!!!
they have a service #, but you can never, ever reach any live person. you can open ticket by email, but they will take a few days to response you and nobody can help you.

I will switch to any other ISP, for sure.
Rating:-1
Service:
City:

Mon, Feb 13,
2012

Customer service is the worst I ever experienced!!! Declared speeds never even close to measured!!!
Rating:-1
Service:
City:

Wed, Feb 01,
2012

Ok as long as you don't need their "service". Spent 2 hours (!) in their phone queue before I gave up.
Rating:-1
Service:
City:

Fri, Jan 20,
2012

Unfortunately I have to give negative feedback as they have left me incredibly frustrated. Joined Acanac without issues until I moved. The service was not hooked up at the new address and I could not get a response from Acanac. Each time I called in or emailed they send a ticket and that is the end of it. They left me without internet and telephone access for a month before I finally had to cancel the account. As a research student it is difficult to be without internet and as a single mother it is dangerous to be without a telephone and 911 access. For the past three months the company has stonewalled me as they refuse to either hook up the service or issue a refund. It is impossible to reach anyone that can actually do something about it. The only person to reach by phone can only reach the company by email and when I email they sent a ticket and then close the ticket. There has been no recourse with this company and that is fraudulent. I have had to seek other ways to vent the frustration and that would be the negative feedback. In the end, they will keep my money and not provide service. Is that not theft?
Rating:-1
Service:
City:

Thu, Jan 19,
2012

Have been with Acanac now for 5 years solid with no disruption of service and recently migrated to 12 MBps Cable from DSL with NO down time. Use VoIP service as well and have never had a line drop or jitter.
Rating:1
Service:
City:

Mon, Jan 16,
2012

Run away from this ISP as far and as fast as you can. I had the worst experience with them. First of all, it takes them forever to hook you up because they have to coordinate everything through Bell. The first year is fine because it's cheap, and you just live with it going down every few months. But then they re-bill you at full price for a full year without asking. Eventually my DSL just stopped working, and they couldn't figure it out. Since they have no actual tech support people they just gave up on me and stopped answering my emails. To cap it off, once I cancelled they only refunded me about half of what was left on my contract. This is a very shady company, so buyer beware...
Rating:-1
Service:
City:

Sun, Jan 15,
2012

Customer service very poor. Not uncommon to have wait times of 45 minutes to an hour before your call is answered. They allowed spammers so sending email was blocked by hotmail and yahoo. Only reply was we will try to fix in a few days. Down 5 days now still not working. Also no weekend call help.
Rating:-1
Service:
City:

Mon, Dec 26,
2011

Acanac Inc. seems like a logical choice over the big ISPs but they actually have worse customer service. They bounce you around between email and phone contacts leaving you confused and waiting for real help. I do not recommend them unless you enjoy waiting and have zero customer service expectations. To me they seem like a smaller Bell Canada.
Rating:-1
Service:
City:

Wed, Dec 21,
2011

worst i have ever see in my life, no support, no billing support at all, like i say worst ever
Rating:-1
Service:
City:

Mon, Dec 19,
2011

While they advertise service in my community, in reality they only service areas where phone lines are provided by Bell. They need to drop other communities from the list that are not supported by Bell.
Rating:-1
Service:
City:

Mon, Dec 12,
2011

Absolutely the most pathetic organization I have ever dealt with. They lie, don’t keep their promises, none supportive, support Bell not their customers etc. Most unprofessional organization I ever dealt with. Highly not recommended
Rating:-1
Service:
City:

Thu, Dec 08,
2011

Acanac is the worst company I've ever dealt with.
I paid 39.99 + tax for a year of Cable Internet (575.57 total charge).
I've had nothing but troubled with the service. They even acknowledged
problems in a ticket (VTQ-75631): many slowdowns has been reported in your area the issue is under investigation.

My Internet went down in November. My wife called acanac but they refused to talk to her because account is under my name.
I was out of the country so I opened a ticket online which acanac closed 2 days later saying I need to call customer support.
On Tuesday, November 29th, when I came back I called Acanac and I spent 1 hour over the phone waiting to speak to a customer service rep. Finally acanac opened a 'troubleshooting ticket' and I've been told the issue will be resolved in 48 hours.
48 hours later I call again (Thursday, December 1st) and I've been told.. no it's 72 hours.. I called the next day and I've been told to call on Monday - it'd be working. I called on Monday (again, waiting for 45mins - 1 HOUR EVERY TIME I CALLED THEM) and I've been told technician will resolve it on Tuesday. Needless to say nothing was resolved on Tuesday either.
Acanac customer supports suggested I get a DSL line because it's more reliable. I placed an order for DSL and got a reply that acanac can't give me 'free loop' promotion because somebody used that promotion where I live (and I live in an apartment complex, where I moved in August).
So I have no internet connection for a month, customer service closed the tickets I submitted online, they do not want to cancel my cable internet and don't want to replace it with DSL either.
Rating:-1
Service:
City:

Wed, Dec 07,
2011

I found that Acanac will do anything possible to prevent people from helping other customers with billing problems. The company does not want customer to contact the billing department directly. The Acanac moderators will erase posts from DSL Reports and the Acanac forum regarding these issues. If you have any problem, you can contact me at studur (at) hotmail. I can help.
Rating:-1
Service:
City:

Tue, Dec 06,
2011

videotron's cable service was a good price, support is ok, but billing can't be reached by phone and email is pathetically slow.
Overcharged me $570 because of their mistake and refused to deal with it! At least 4 other users in Quebec had the same problem, and they wouldn't deal with it. Amazing!
Rating:-1
Service:
City:

Fri, Dec 02,
2011

Download speeds are 10%-20% of advertised Cable rates. For some reason, Speedtest.net values are not representative of iTunes, FTP, and other speed test sites -- likely due to deep packet inspection. Technical service is non-existent. I have only been able to contact their billing department. I am thinking of cancelling service by registered mail after reading some of the other postings.
Rating:-1
Service:
City:

Fri, Nov 25,
2011

Too bad. Nothing give to existing loyal customer. Slow response from bill department. will transfer to other provider with same price but monthly payment.
Rating:-1
Service:
City:

Thu, Nov 24,
2011

Switched from Rogers to Acanac. Saved $ 700 per year for cable and VoIP. Great ISP. Good service, great price, no caps!
Rating:1
Service:
City:

Wed, Nov 23,
2011

Aweful service. They give new customers substantial benefits, and nothing but high price without any benefits, charged yearly, to existing loyal customers. Long wait time before any [useless] response from billing.
Rating:-1
Service:
City:

Wed, Nov 16,
2011

Excellent, honest service; Better speed than Bell. Better price than Bell.
Rating:1
Service:
City:

Wed, Nov 16,
2011

Great service 3 Years, recommended many friends everyone is happy
Rating:1
Service:
City:

Wed, Nov 16,
2011

Awful. Awful. AWFUL!!

Their customer service is the worst I have ever experienced. I went three full weeks without Internet because they are horrible at communication. They originally didn't send the modem I purchased (and already paid for), and when I finally received it a week later, they told me I had to return it because they made a mistake on the MAC address. When I received my new modem, I had to wait an additional week for them to schedule a set-up date. The only way I could get any information out of them was to call them myself (and spend at least an hour on hold)--otherwise, I was left out of the loop.

Currently, my Internet is set up, and I am trying to get the billing dept to bump up my speed or give me a free month of Internet for the hassle I had to go through to set it up. However, they consistently ignore my emails. Even the supervisor ignored my message and instead offered to cancel my account and give me a refund. I replied saying NOT to cancel my account and to tell me why they can't bump my speed (or anything!), and I am still waiting to hear from them.

STAY. AWAY. FROM ACANAC.
Rating:-1
Service:
City:

Tue, Nov 15,
2011

AVOID!! No tec support on weekends and during the week you will have to wait until late in the evening, then wait an hour if you are lucky. If you are even luckier, they will correctly diagnose and resolve your problem. They charge your credit card for A FULL YEAR IN ADVANCE WITHOUT NOTIFICATION. If you want to cancel, you cannot get through to billing except via email, but they will not respond to you. I have been waiting for over 1 week for them to cancel so that my line can be freed up for a new provider, but customer support keeps telling me they will send an email to billing, and billing does not respond. Not sure if they will reimburse the remaining 6 months that I paid for. Have not had service for almost 2 weeks, and these guys dont really seem to care, because they already have my money. Cannot get service and cannot cancel to go elsewhere. This has been a real nightmare!
Rating:-1
Service:
City:

Mon, Nov 14,
2011

not good gave me lots of problems went back to bell because of them
Rating:-1
Service:
City:

Tue, Nov 01,
2011

Service went down , no help or support. No reply on web ticket, No way reach tech support on the phone.
Rating:-1
Service:
City:

Mon, Oct 31,
2011

Avoid this f***in company at all costs. You will get disconnected from the internet all the time. When they send out a new modem to you, they will disconnect your services for 5-7 business day without telling you, until the new modem arrives.
Rating:-1
Service:
City:

Tue, Oct 25,
2011

This is further to my October 21/11 rating below. I just received a full refund from Acanac, so I am happy now. I have therefore revised my overall experience to "neutral".
Rating:0
Service:
City:

Fri, Oct 21,
2011

WATCH OUT! Acanac will give you a low DSL rate for the 1st year, then increase the rate substantially the next year (mine went up by 36%) without notifying you of the increase. They will automatically charge your credit card on renewal, whether you cancel as per the User Agreement or not. It happened to me, and I am still waiting for a refund weeks later. And forget about telephone support for your account. They only communicate by email. My advice...If you are with Acanac now and want to cancel, terminate your credit card so they can't automatically charge you against your wishes.
Rating:-1
Service:
City:

Wed, Oct 12,
2011

Have been waiting for service nearly 2 weeks. Am being told that they will wait another 4 days before escalating with Rogers. UNACCEPTABLE.

I chose to go with Acanac's cable service because I required service with a high or unlimited download cap and Tek-Savvy was not taking customers in our area.

This was the WORST decision I've ever made. Not having to worry about overusing my NetFlix and iTunes wasn't worth it.

I applied for service online for 1 month to try out the service. I'm thankful that I at least only did that because at least I know that there will be an end to this nightmare.

I applied for service on September 22 requesting service on October 1. I recieved an e-mail within a few days indicating that my service would be ready to go and I wouldn't need a tech, it would be seamless. My modem was to be shipped via FedEx on Sep 30, and had to go to the depot to pick it up on the 1st. When I returned, I found that although all of the connection lights were on, I had no service. I tried to get in touch with Acanac but since it was the weekend, had to put in an online ticket. I received no response over the weekend. I tried getting through to tech support on Monday and Tuesday and was constantly hung up on for long wait times. The one time I finally got through, I waited 2.5 hours until I was 5th caller in line, the was suddenly hung up on.

Eventually I wised up and went through billing. They explained that Rogers wanted to treat this as a new connection and put in a ticket, telling me it would take 72 hours to receive a response (2 days later, I received a notice from Rogers that they had been there to disconnect service, so it's clear that the service is there. But I understand that this entire thing is one of Rogers' unofficial retention tactics). I waited the 72 hours (business days) before calling again, through Thanksgiving weekend. I was now without internet for 11 days.

I spoke with Acanac this morning and was told that it was part of their process to escalate with Rogers, but that they would wait until the end of this week before doing so. When I requested to speak with a supervisor, I was told to send an e-mail to feedback. Which I'd already done and received no response.

I asked for a callback and was told that it would take 24 hours.

I have now cancelled my service. TekSavvy is now offering service in my area and I will be switching to them as soon as possible. Although I'm positive that getting Acanac to release my modem is going to be an absolutely gong-show with the way this service has been going.
Rating:-1
Service:
City:

Wed, Oct 12,
2011

Worst customer support EVER! I do not encourage anyone to go with this ISP. The fooled me at the beginning with the very low rates. So i went under their trap by signing in for a pretty cheap yearly contract. After the contract was over, I couldn't renew it and they doubled the price. The worst part of it, is that now it's been more than a month i don't have internet at home, they are unreacheable, i spent more than 20 hours on waiting lines, and they couldn't fix it for me, you cannot reach billing by phone, only by email, and they never reply back with what you asked. My frustration level reached to the max...they wanted to get Bell to check the dry loop on my expense, which is a 100$. Now i am trying to get my money back for the month I have payed and they are not doing so. I have given them a 48 hours timeline, if they don't give me my money back i will sew them for Fraud. the most unprofessional complany i have dealt with ever...AVOID!!!!
Rating:-1
Service:
City:

Thu, Oct 06,
2011

Realistically IMPOSSIBLE to reach tech svc's! Tried to go from 2 phone lines to one...4 months later...still no luck! They ask the same stupid questions over and over to waste time.
Rating:-1
Service:
City:

Tue, Oct 04,
2011

Spent all day yesterday trying to contact tech support. Always got the you will be in the Q for more than 1 hr response.
Rating:-1
Service:
City:

Tue, Oct 04,
2011

Worst customer service ever. Wait on hold for 2 hours and then the phone system hung up on me. Over a monthand still no cable internet hookup.
Rating:-1
Service:
City:

Tue, Oct 04,
2011

Acanac the WORST company I ever had service with. Their customer service is most annoying. Waiting time is always over two hours and provide the minimum help. Never take Acanac services.
Rating:-1
Service:
City:

Wed, Sep 28,
2011

Before you order you must know
THERE IS NO TECHNICAL SUPPORT

every time you call technical support the will terminate the call immediately the say send e email

without internet how you can send the email to them ?

and service are bad

i Referred more then 300+ customer but now people are calling to me for technical support

i hate acanac

PLEASE DO NOT TAKE THE SERVICE
Rating:-1
Service:
City:

Fri, Sep 23,
2011

Worked for 3 days then went down. Called them 3 times over 3 weeks, waited 2 hours each time, in the end still no service. Terrible company, don't even consider using them.
Rating:-1
Service:
City:

Wed, Sep 21,
2011

We are using Acanac in two business locations without any problems what so ever. Support could be better..
Rating:1
Service:
City:

Thu, Sep 15,
2011

I picked Acanac because they had the best speeds at the best prices. I have their 15Mbps cable service in London. Getting started was a hassle... I ended up on the phone with someone three times after I submitted my online application because I was using my own modem. However, customer service aside, the actual connection has been very good. It peaks far above 15 Mbps, this morning I reached 24 Mbps at one point. During peak hours it does slow down, the lowest I've seen is around the 5 Mbps mark.
So I give a neutral rating because their service is quite bad but the service quite good.
Rating:0
Service:
City:

Thu, Sep 08,
2011

It took 3 weeks to set up the service and they charge $15 more for moving than other providers. Very bad customer service.
Rating:-1
Service:
City:

Wed, Sep 07,
2011

Absolutly no customer service at all. The call centre line will disconnect you because "call times exceed 1 hour". No opportunity to wait, no opportunity to leave voice mail. No manager to excalate to. "We have your money so why do we need to talk to you?"
Don't waste your money.
Rating:-1
Service:
City:

Tue, Sep 06,
2011

haven't had service for 10 days, spent hours on the phone on hold and when reached the top of the que, they hung up on me with out answering the call.
Rating:-1
Service:
City:

Mon, Sep 05,
2011

Ordered internet from them last week for the apartment I'm moving into this month. They sent me a message that I cannot get the promo price because someone at my address has previously had service with them and charged me the difference on my credit card without any notice.

From the other reviews on here and my personal experience it is pretty clear that they do not treat their customers very well.
Rating:-1
Service:
City:

Wed, Aug 17,
2011

Acanac took a month to respond to my cancellation request so they could take a extra month's worth from the 1 year pre-payment from me. Talk about penny pinchers.

File your complaint with the Better Business Bureau. Acanac is listed:
http://www.bbb.org/kitchener/business-reviews/internet-services/acanac-in-mississauga-on-1204231/complaints
Rating:-1
Service:
City:

Tue, Aug 09,
2011

I switched to cable and made a bunch of DSL referrals they said are now invalid. I think I got 7 or 8 people onto Acanac and completely missed out on their Referral Program because of a technicality. I reasoned that they could just prorate the value (or their margin value) so that maybe I would need more referrals of DSL; but that they shouldn't be completely invalidated.

Internet connection is OK. Their customer service needs some (a LOT of) work.
Rating:0
Service:
City:

Mon, Aug 08,
2011

Horrible Customer Service, Horrible Tech Support. WARNING DO NO GET ACANAC UNLESS YOU WANT TO BE SCREWED AROUND by customer service
Rating:-1
Service:
City:

Thu, Aug 04,
2011

the worst customer service I have ever come across.They refuse to give me back the money.I had no internet for 5 weeks.
Rating:-1
Service:
City:

Wed, Aug 03,
2011

Acanac is a Fraud,There is no phone cancellation and if you cancel in the midterm they say no mony back.It take weeks to get the service back if there is anything happened
Rating:-1
Service:
City:

Thu, Jul 28,
2011

Offer Unlimited Internet with good P2P usage as well as VOIP with unlimited everything.

And for all those complaining about customer support... Learn how some simple things work so you dont need it and face the truth: customer support sucks for any company. Its like going to a garage and expecting them not to screw you...anything they do you can do yourself with a little know at less than half the price...

Anyways, great service, great pricing. Low ping and speed really close to maximum announced with no traffic shaping and throttling.
Rating:1
Service:
City:

Mon, Jul 25,
2011

Had this service for almost 2 years now, never had a problem.
Rating:1
Service:
City:

Tue, Jul 19,
2011

Probably one of the worst customer service I have ever come across. I am waiting for last 2 hours to speak to a support rep but still in quee. If it works it is fine otherwise they cannot fix it and you will not be able to get hold of them as it takes sometime 2-4 hours wait time on phone. First action they take it to tell you to change your modem (I have already changed once and have always keep extra) then they tell you if Bell come to fix the telephone line then if at that time the signal outside your house are right you will be charge $100. They will strongly discourage you to initiate a ticket against Bell (which provide the dry loop). All in all I was pain to be with time, I am switching to cable internet now.
Rating:-1
Service:
City:

Mon, Jul 04,
2011

i have moved and they charged me for a year that i will not even be in my apartment. STAY AWAY FROM THEM. In order to get customer service i had to call Visa so they can give me a direct contact to billing department. These guys have no sense of customer relations or customer appreciation. They don't even comment on this website for crying out loud.
VERY VERY BAD. NOT HAPPY AT ALL
Rating:-1
Service:
City:

Sun, Jun 26,
2011

DSL does not work frequently. DSL support people are rude and unfriendly and not helpful at all. Very often just hung up on me.
Rating:-1
Service:
City:

Fri, May 06,
2011

Stay away from these guys. 3 days I am dealing with useless customer service. Now they want me to call them, ha ha! Customer Service does not know their own policy. Total chaos! Took the money and now avoiding my direct questions....I need to cancel my Credit card because of these people. HORRIBLE experience.
Rating:-1
Service:
City:

Fri, May 06,
2011

Have been using Acanac for 2 years, absolutely happy with their service. Forget about Bell and Rogers.
Rating:1
Service:
City:

Thu, May 05,
2011

The only way to stop this service is to cancel your credit card. Acanac will come back at you every year and demand 12 months upfront payment. Customer service is online only, which is useless.Customer service will ignore you as soon as they understand you want out. DO NOT GET hooked by the low rate, you will pay it all at the end.
Rating:-1
Service:
City:

Wed, May 04,
2011

very limited, useless customer service. Customers are charged much higher fees, after the first year term. Acanac charges you automatically after the first year. The rate is 33$ plus tax after 1 year. It takes more than 6 min to connect to the network, very slow start. Speed is good 4.5 meg/500k. No problems with no service, it works ok.
Rating:-1
Service:
City:

Wed, May 04,
2011

BE AWARE OF the contract details!!!! you are on hook for another year. You will be automatically charged for 2nd year. 2nd year you are paying $33+tax a month(over $400 on your credit card)Customer service is only virtual, useless most of the time. It takes more than 6-10 min to connect to the network, really slow. Speed, however, is good 4.5/600 in my case. NO problems with service, no maintenance and stuff like that.
Rating:-1
Service:
City:

Thu, Apr 14,
2011

Don't get into this company at all. Their customer service department is HORRIBLE. I signed up last year (2010), and cancelled within their "30 day money back guarantee" period, and they still haven't refunded the original $400 deposit.

Thieves!!!!! Stay away!
Rating:-1
Service:
City:

Sun, Apr 10,
2011

I've had 3 problem-free years with Acanac. The only thing I've noticed is these past few months it is a little slower.
Rating:1
Service:
City:

Tue, Apr 05,
2011

This company made the error of cutting our service because a neighbouring business cancelled their service with Acanac. We were without internet (and voip phone) for two weeks waiting for restablishment. The best that Acanac would offer us in compensation was 2 months free. (And that was after much complaining.) TAKE YOUR BUSINESS ELSEWHERE!
Rating:-1
Service:
City:

Sun, Apr 03,
2011

I'm with acanac since 3 years ago. No big issues at all so far. As I'm close to CO, I didn't encounter a slowdown in my connexion. Agree that their customer service is not quite reliable recently. But for their unlimited plan i'm not complaininig.
Rating:1
Service:
City:

Sun, Apr 03,
2011

Had them for close to 2 year, service is good, speed is close to 5 mb/s with great ping, no problem with service when i moved out of province. And i just like the unlimited bandwith with no traffic shaping and unlimited long distance with my VOIP phone.
Rating:1
Service:
City:

Wed, Mar 30,
2011

Poor service. Rude. False publicity. One year up front payment.
Rating:-1
Service:
City:

Thu, Mar 24,
2011

4 years ago they were good, but NOT anymore. They have major Technical problems, speed always so slow, reaching 0.8Mbps from a high of 1.4Mbps even when I switched to their Cable, it's almost 1.5Mbps constant. I had hard time with their support. It's a trap to pay in advance... Waste of time and money - Not Recommended -
Rating:-1
Service:
City:

Tue, Mar 22,
2011

Acanaca has worked fine for me for the most part.
Rating:1
Service:
City:

Fri, Mar 18,
2011

Being with them one year I'm extremely disappointed. No service, no respond on emails, traffic is very low. But they were to fast to re-new my next year contract and automatically withdraw fees. Any attempts to cancel the contract and request the money back leads just to continues emails and feedback with no answers. Trying to call them - they said - we will contact you back. Wait. The hack. Two weeks since I asked to cancel the contract and nothing.
Rating:-1
Service:
City:

Fri, Mar 11,
2011

bandwidth speed is very slow, and customer service is really bad. Their only solution to solve your tech problem is restarting your modern. I have problem with my internet connect for 3 weeks now, and the only answer I got is to keeping wait for their "Level 2 Technician" to connect me. Worst ISP I've ever saw.
Rating:-1
Service:
City:

Thu, Mar 10,
2011

My one year DSL contract was about to expired, and it was so hard to contact them! No way I can call them, and only way was through their "contact us" page. I had to resort calling "sales" to make sure billing was taken care of.

On top of that, I found internet to be very slow at times, especially during weekends and evenings.

Rating:-1
Service:
City:

Sat, Mar 05,
2011

customer service in-existent....
Rating:-1
Service:
City:

Fri, Mar 04,
2011

Stay away from acanac, they will steal your money. You will not be able to contact them to get help or ask to return payment. They are not answering phone call or email.
Rating:-1
Service:
City:

Tue, Mar 01,
2011

Technical support is hit and miss. Some know what they are doing and some dont.
Technical support took almost 1 year to resolve failing network connection and failing website connectivity.

Billing department is awful. To get a billing issue resolved takes weeks and perhaps months. If I can find another ISP I will change.

Beware users of this ISP and dont sign on until they fix their billing department and technical support. If either improve I will definitely you know about it.
Rating:-1
Service:
City:

Mon, Feb 28,
2011

Had decent connection for first few months then everything went downhill. Very slow speeds and constant disconnects. Was calling them every week and got nowhere. Very, very aggrivating and wholly unworth whatever dollar cost.
Rating:-1
Service:
City:

Wed, Feb 23,
2011

Worst service ever. In the begining i got decent bandwith then in few months service got lower than 512k. Support is blaming everything but them..
Rating:-1
Service:
City:

Mon, Feb 21,
2011

there servies is gud.. bt too much wating to speak to customcare..
& its cheap for only one year after one year they charge more than or around 33 bucks per month... then its expensive..
Rating:0
Service:
City:

Wed, Feb 16,
2011

Aside from a number of outages, I was generally happy with my service until I moved and had to work with their "customer service". What a joke .. After two weeks of waiting after the time when my service was supposed to be activated and talking to them nearly daily I decided to switch service providers. Asking for a refund even after I cancelled my service was like pulling teeth. They were also extremely reluctant to cancel my service. I had to talk to many people before I got everything squared away. Their departments don't talk to each other, and their customer service is very unprofessional.
Rating:-1
Service:
City:

Thu, Feb 10,
2011

Acanacs Dry loop costs an extra $8 per month over the $24.95. This is billed separately AFTER the order is taken and billed at regular rate. Not up front.
Rating:-1
Service:
City:

Tue, Feb 08,
2011

Provides great user service and full speeds(assuming you are the right distance from switching station)
Rating:1
Service:
City:

Sat, Feb 05,
2011

Even after telling ACANAC support exactly what was needed to fix my ADSL problem and opening 9 tickets with calls being placed every day, it took 21 days to get my ADSL service running again. The support ticketing system does not have anyone trained to handle any technical problems. All responses from them stated that I needed to check my cables and power cycle my modem to any technical request I sent. Also instead of using the same ticket, they would open a new ticket which would give them an additional 48hrs to give their next response.
The billing dept does not have a contact other than email, which makes it impossible to have a discussion and all email attempts to communicate go unanswered.

If you require your ISP to have a professional business ethic, do not choose ACANAC.
Rating:-1
Service:
City:

Fri, Feb 04,
2011

Acanac is a DSL wholesaler who resells bandwidth/pipe from Bell. As per usual in the GAS case, the first month was a terrible challenge to get quality Internet, but enough complaining got me a quality copper line to my residence, and since then the Internet has been rock solid.

I get close (~85%) to my allowed bandwidth (5Mbps/812kbps), and I cannot recall ever losing connectivity yet for the 5 months at my new residence.
Rating:1
Service:
City:

Fri, Feb 04,
2011

no major problem with dsl
Rating:1
Service:
City:

Wed, Feb 02,
2011

DO NOT SIGN UP TO THIS PROVIDER. They have no honor, even with what is stated on their renewal/cancellation contract. Regardless, my CC was billed for one full year at the regular rate without notifying me. I followed the steps to cancel, and the amount of time it took for them to respond already surpass one month. When they finally responded, I had to pay 2 full months of service (95% of time I wasn't even using it). Seriously folks, even with their promo they have for $18.95 a month at the start.. it is not worth all the headaches and migraine you get from trying to CANCEL their service. STAY AWAY!!!
Rating:-1
Service:
City:

Wed, Feb 02,
2011

I have been with this provider for more than a year - Excellent. Very stable, no complaints.
Rating:1
Service:
City:

Fri, Jan 28,
2011

Quality of Acanac service degenerate with a speed of the light. It hardly keep to it's promise to deliver 5000K speed for their dsl service. The speed used to be good for the 2008 and 2009 years, but starting in July of 2010 I can hardly reach anything above 2000K. Especially in the evening.
In July there was not even possible to connect to the Internet for almost three weeks and the technical support could not be reached. Though this has changed later on.
As for the speed, there are days, when dsl download speed is around 500, or even less. This is ridiculous....
Rating:-1
Service:
City:

Thu, Jan 27,
2011

ISP Working with the customer, not against him, will provide FREE: Static IP, VPN or SSH tunnel reverse domain mapping etc... WOW!
Rating:1
Service:
City:

Sun, Jan 23,
2011

horrible tech support,horrible service
worst mistake I made in 2010!!
Rating:-1
Service:
City:

Mon, Jan 17,
2011

Good speeds and pretty good services for the price... Been their costumers for 3 years and their DSL, VOIP and VPN services works well. This is also the only compagny I know that you can talk directly with the owner over forum or PM.
Rating:1
Service:
City:

Fri, Jan 14,
2011

Don't get fooled on first year price. Absolutely crooked bunch of individuals. Canceled on day of new year renewal. Followed outlined procedures but was charged on C.C.for the full year.Had to get the bank involved to retrieve money. Still in limbo. They buy time daily stating that they'll get back to you in 6-7days.Answer billing dept. phone number then claim it's sales dept. goes on and on.Do not deal with them regardless of first year price.
Rating:-1
Service:
City:

Wed, Jan 12,
2011

I had one year ADSL service with acanac and paid by credit card for one year service. Everything was fine. BUT before one year service ended I decided to upgrade to different service from acanac and called them/ explained /ordered new service and also told them that I will not renew contract since will have different service.
People on the phone said : yes no problem. BTW, I never gave an authorization to auto renew contract. NEXT day after contract expired acanac charged my visa card for one year service and also they charge me for new service as well! I called them multiple times and they seems did not want to do anything about that. Finally I called my visa and explained the situation and they open dispute case. Today finally acanac emailed me and asked to call them. I called them again and was told on the phone that they will refund for 11 month ( NOT FOR one year ) since I am canceling contract! But I am continue to pay them for upgraded internet service.
BEFORE I PLACED THE SERVICE UPGRADE I ASKED THAT QUESTION AND ANSWER WAS : NO RENEW , JUST NEW SERVICE FEE !
BTW, it took almost 3 weeks to make new / upgraded service to be stable. After few times contacting to acanac support finally they found the problem.
Perhaps we should stay away from acanac and find any other prover we can trust. NEGATIVE FEEDBACK!
Rating:-1
Service:
City:

Sat, Jan 08,
2011

They have limit to Home phone service, 50 different calls only.
Terrible to discover that after 3 years of service.
Rating:-1
Service:
City:

Fri, Jan 07,
2011

We agree to one year term with Acanac,because of varies reasons of unsatisfactory service we had no intention of renewing.
We follow the terms of the contract and cancel the service before the year was up via Email and we were assuming that was the end of Acanac as far as their service is concern.
Some time later we reciived the credit card statement only to find out Acanac choose to renew their service for one more year at almost twice the rate of the previous agreement.( It was a business account)Immediately we requested via Email(arrangements were already in place with another provider)to put the amount they withdrew back, that follow with a series of phone calls that lead no were, eventually we did received an Email saying that no one would provide the same quality of service for the price they were giving us. This went on for months and months considering the position we were in we were left with two choices (A)to contact the Bank (B) to take Acanac to Court, eventually the Bank was able to retrieve the full amount less fifty dollars.We do not know why less fifty dollars. What a nightmare!
Do yourself a favor stay away from Acanac.
Rating:-1
Service:
City:

Wed, Jan 05,
2011

First year pricing was great, but on the renewal they wanted to almost double my price. When I called their billing dept. the best they could offer was 1 free month. Will be switching to another ISP.
Rating:-1
Service:
City:

Mon, Jan 03,
2011

I am have the Acanac Residential High Speed home internet service @ 5Mbps. I live in Dorval Quebec and the average speed that I get is a sad 2.5Mbps - I will be cancelling my service soon.
Rating:-1
Service:
City:

Mon, Jan 03,
2011

in 3month my 1year with acanac is ending. now im on $18.95/mth unlimited package. if they will offer me the same or at least 24$/month i will stay with tham. if not will be canceled. will go to YOUMANO
Rating:0
Service:
City:

Fri, Dec 31,
2010

Worst ISP I've ever saw. They treat their customers so arrogantly that it will take you more than a week to get one word from them if something went wrong. You'll find it easier to meet the Prime Minister than to reach their customer service. You will never be appreciated, and the only thing they care about is your money. I used their service for two years because of the cheap price, however I can't stand them anymore at the end. It is a shame that I have dealed with such mannerless people for such a long time. Backruptcy for such a company is for sure.
Rating:-1
Service:
City:

Thu, Dec 30,
2010

I was a customer of theirs for almost 2 years. Absolutely horrible company to deal with.

IF everything goes as it should, the service is fine (why shouldn't it be, it's Bell).

But, when things go wrong, and they will, they go very wrong. The company will refuse, delay, and then change any refund you think is fair.

Stay away from this company.
Rating:-1
Service:
City:

Wed, Dec 22,
2010

i never see worst company in my life.
i order cable internet, never get connected,never call back to try to fix the problem in 23 days.
and now dont want to refund my activation fee
Rating:-1
Service:
City:

Sun, Dec 12,
2010

Just did a speed test......came in at 0.67 upload
Rating:-1
Service:
City:

Wed, Dec 01,
2010

Very bad experiences.

No professionalism and politeness by their staff.
Rating:-1
Service:
City:

Thu, Nov 18,
2010

don't be fooled by the posted rate of 24.95/month, after one year it is 33.36.

the speeds can vary both up and down loads. I have used them for 2 years, residential only.

personal service is good, hone phne service is 9.95/month at a 12 month sign up, includes many free services
Rating:0
Service:
City:

Mon, Nov 15,
2010

I've had it for 3 months now, and it's been good. Speed is more or less what is advertised, no service interruptions, no issues. Installed on time, works with the modem I had before. Very cheap - $300/year.
Rating:1
Service:
City:

Thu, Nov 11,
2010

My service stopped working. They blame bell for not fixing dry loop. I asked for cancellation and refund. They responded that they don't give a refund and they are not answering my emails anymore. There is no phone access to the billing department. I can talk to sales but they refer me to the email/ticket. This is the last thing billing sent me:

"30 Day Money Back. If you are not satisfied with our service for any reason within the first 30 days, Acanac will provide a full refund less any usage incurred through long distance charges. After the initial 30 day period a customer must complete the remainder of the term. Customer(s) may choose to cancel the account prior to the end of term however, no refund will be issued for that period."
Rating:-1
Service:
City:

Wed, Nov 10,
2010

I have been 3 years with Acanac and all I can say it's awesome. Their service is reliable. I have constant bandwidth (5 mb)without any outage. I love their unlimited option with a reasonable price.
Rating:1
Service:
City:

Tue, Nov 02,
2010

Let the figures speak for them:
[URL=http://www.speedtest.net][IMG]http://www.speedtest.net/result/1014385684.png[/IMG][/URL]

Photo legend:"5Mbps/download with 0.8Mbps/upload" after 30-day notice cancellation
Rating:0
Service:
City:

Thu, Oct 28,
2010

Their tech support is the most under educated group of twits. I cannot get an issue escalated. I could not get transfered to some one when the original tech requested I ask for him when I call back. I have treid to get an account connected for over a month. I am looking to get a cancellation and refund for the account. There is no cooperation between acanac and bell to get lines connected to the dmark point at the property. I am paying for a service that I do not have. Tickets for the issue are always closed with no resolve. I constantly have to re-explaine the issue to each tech... Pull up the history!!!!
The service has been so so. Tech support sucks, For this reason alone I am looking to other options.
Rating:-1
Service:
City:

Thu, Oct 28,
2010

My credit card had expired by the time they billed for the next year of service.... now most companies that use periodic credit card billing will register with the credit card company to get updated info (e.g. new exp date). And if not they will make sure to get a hold of you... but not Acanac... instead, the day after my billing period ended they called ONCE (yes one time) and couldn't get a hold of me, so they IMMEDIATELY cut of my service! If I had only VoIP, which I was just in the process of ordering from them I would have been completely screwed since I would have no telephone to call them to fix it or get another ISP.
Also there customer service is crap and you have to wait on the phone forever, that is unless they just hangup because there call volume is too high.
Rating:-1
Service:
City:

Wed, Oct 27,
2010

Have had acanac for about 1 yr ($18.95/mth unlimited package)... service has been great with minimal outages. OpenVPN service for free is an added bonus!
Rating:1
Service:
City:

Thu, Oct 21,
2010

I ordered internet they sent modem promptly but no internet after week. they said wait until Thursday that week. next week they said blamed bell. but then after two week no service they said they needed to install dry loop since I did not have phone. shouldn't they have asked that question before we signed up? or after first week of no connection to check that after we called to complain. we waited another week for dry loop then nothing. then I called to cancel they said I had to email them to cancel I swear I though the technician was mocking me but i kid you not they refused to cancel. so I switched back to previous provider so i could email them since I needed to quit before the month. at end of month they call me to ask about service and why i canceled. I told them I had none it didn't work when he asked how i emailed them i told the truth i went with someone else who set me up in three days since i needed to email them to cancel or I wouldn't get my money back for year contract. I was huge hassle and waiting on the phone for an hour each time to talk to someone didn't help. they do not know what they are doing.
Rating:-1
Service:
City:

Sat, Oct 16,
2010

Horrible customer service, took over 6 weeks for them to get my internet connected in Montreal!
Rating:-1
Service:
City:

Mon, Oct 11,
2010

charging the credit card without authorization is the main problem second yaer onwards no cost benefit to bell. if you can talk with bell you get good deal
Rating:0
Service:
City:

Sun, Oct 10,
2010

Very good. Reliable, good price.
I am happy.
Vitaliy
Rating:1
Service:
City:

Sun, Oct 10,
2010

Two years ago was good , but now no 27/7 any more tech support, they charging your credit card with out prompting, empty promises about free month per new customer and funny message on the weekend : IF YOU HAVE PROBLEM WITH YOUR INTERNET - PLEASE E-MAIL US ( from telephone booth :) ) .
Rating:-1
Service:
City:

Sun, Oct 03,
2010

You know, I'd be fine with occasional outages and of course the restrictions that come with them being a re-seller (that's the way it is in Canada right now) - but I have to say - they have really deteriorated in customer service since I started with them - now over 3 years! I could get support when I needed it before - now - 'contact via email' - well how the heck can you when your internet is down. I had an issue two years ago - they kept billing me for 3 months automatically when I initially signed up for the year - and I was going to pay for the full year at the increased cost at that time - so it would have benefited them!!! Well - they obviously got that I didn't want automatic billing from them - just before my renewal time I contacted them to see what was up - via the web - I didn't directly email the billing department (they weren't clear on the email requirement and I've been able to email billing from the website in the past so thought that would still work - no where did it say otherwise - either on the website or the phone message) - the response I was eventually able to access said - 'you have to email' - which I then figured they meant directly not via their 'contact us' form (I really think that the implication on their website is that you can use the form) - however, by the time they finally got back to me and I got a chance to (about 6 hours from 2:30 in the morning) they'd turned off my internet - so how am I supposed to contact them now?? Perhaps I can get through to sales during weekday business hours, but that won't solve my problem now - this only contacting via email is bogus - they must only have one person fielding all the inquiries! I was even go to sign up for home phone - even after my earlier problems with their administration (honestly - there 'value' for money is really hurt by really bad customer service - sure if you can access the internet when you have a small technical problem its probably fine - but just wait till its serious or you have administration issues). I just don't think I can trust them with home phone - not even sure I can stay with them for internet - so far I've had no response to my complaint, but I'll give them the benefit of weekend hours and see what they have to say when/if I get contacted. I'm disappointment in them - I had made recommendations in the past.
Rating:-1
Service:
City:

Fri, Oct 01,
2010

I like it. Simple, for the amount of money you spend, do they provide the service they say they do? Yes. They do!
Done.
Rating:1
Service:
City:

Mon, Sep 27,
2010

intermittent internet connection failures
phone support very bad - waiting for more than 2 hours!
Rating:-1
Service:
City:

Tue, Sep 21,
2010

frequent service interruption, denial of accountability on Acanac's part... by far THE WORST ISP's that i've tried.
Rating:-1
Service:
City:

Tue, Sep 21,
2010

I spent $700 for a years service of internet and voip. Ordered on internet and received no itemized invoice, just a screen that said thanks. 25 days later, I have not received any email or snail mail regarding any invoice, service problems, or if they were dead or alive. Called the 1 866 number. I was put in a queue 43 people long. 3 and a half hours later I got a tech who said Bell denied Dry DSL 15 days ago. Nobody from Acanac notified me. They tried again to get Bell to hooked up Dry DSL service that failed again, in an apartment in Toronto. No notification from Acanac, 2 hours and 45 minutes on hold tech said denied again. Wish me luck trying to get my money back!
Rating:-1
Service:
City:

Wed, Sep 08,
2010

currently on Acanac service.
1.Extremely difficult to deal with in terms of communication.
2.Bills you without your consent.
3.If you try to resolve the issues, they offer you the "money back" at nearly complete loss of 1 year PREPAID money.
4.Bandwidth slower than they advertise.

I had 2 accounts set up for myself and my parents and cancelled both due to extremely disrespectful service with loss of apparoximately $600 in total.
Rating:-1
Service:
City:

Thu, Sep 02,
2010

Customer service abysmal. Constant problems with my connection. Empty promises from customer service after an hour on hold.
Rating:-1
Service:
City:

Thu, Sep 02,
2010

They chrged me almost $600/ year for one year of service but they advertise for $24.95/mth.
Rating:-1
Service:
City:

Wed, Aug 18,
2010

2 years with ACANAC now and so far so good ! Speed constant 4.4 Mbps ,no service interruptions !Call service support only once and it was Bell problem anyway ! Don't forget , ACANAC is reseller and for line and speed is responsible BELL !!!
Rating:1
Service:
City:

Mon, Aug 09,
2010

Performance issues. The only response they give is to try with another ADSL/modem.
I switch to another provider.
Rating:-1
Service:
City:

Mon, Jul 26,
2010

Best I`ve had for 3 years price and service.
Rating:1
Service:
City:

Mon, Jul 26,
2010

Best I`ve had for 3 years price and service.
Rating:1
Service:
City:

Mon, Jul 12,
2010

More than a year with Acanac with no problems, speed is excellent Had a 1-year contract for $18.95 + $8 dry loop without taxes. So, it was $323.40 for the year!
Unforunately, they have increased their rates and now charge GST(5%).
Anyway, I have decided to stay for one more year, their price is still the lowest for 5Mb speed.
Unlike the others they don't charge any activation fees and you can use you own modem.
But, I'm more likely to switch to 24mb speed internet next year. So, stay up to date, Acanac!
Rating:1
Service:
City:

Sat, Jul 03,
2010

I have been with Acanac for almost 3 years. Value for money. Nothing to complain about the ISP service. For me Dry Loop DSL service delivery from acanac is 98%. I am dissapointed by the price increase but expecting to happen some time.
Rating:1
Service:
City:

Fri, Jul 02,
2010

Very very bad, first it was good for the first year trial of 24 per month
then after one year they are charging 40 and you cant do anything without clicking refresh 100 times
very dissappointed they allowed too many customers to pay for their service and their servers are overloaded now probably
Rating:-1
Service:
City:

Thu, Jul 01,
2010

Been with them for more than a year and really no complain with the internet connection. Fast and realiable. Always on. Customer service : they respond to my mail withing an hour on week end. Modem broken, they send me a new one the same day with fedex on sunday.
People realy dont get it. Its a reseller. The problem with speed and connection, its not them, its Bell. So you will have these problem with any dsl isp. And for people that was with videotron before, check the if the line go in the house. Videotron cut the phone line that go to the house when they plug their cable. when acanac (its not acanac in fact, its bell) reconnect the phone line, it do in the box of the street, not at your house! You need to do it yourself or ask (and bitch on videotron).
Rating:1
Service:
City:

Tue, Jun 29,
2010

I called today to get real prices from this ISP:
5MB/800 service per year with tax = 338.19
soft VOIP phone service per year = 134.92 tax included
dry DSL per year tax included = 108.44

it adds up :) I am with different IPS I was calling to check prices.
Rating:1
Service:
City:

Tue, Jun 22,
2010

MESSAGE to ACANAC: Your NOT offering any means of contacting you after phone-in hours [Mon to Fri, 9:00AM-Midnight] a ONE BIG DOWN in using your service... your connection drops a few times a month for a few hours, so if one is fore example trading, one is expose to BIG losses during not-being-able-to-stop-the-trade lockout... your 24hrs EMAIL is of course not working either during your DEAD internet connection... WHY YOU DO NOT INSTALL a “voice email” on your tel line so if there is a problem outside of you phone-in hours... we could let you know about the problem... Voice-Email could be automatically sent to your 24hrs EMAIL service... and hopefully someone would remedy the occurring issue...
Rating:-1
Service:
City:

Tue, Jun 22,
2010

Paying for 5 mb of sevice but only able to get approx 2.8 mb
Rating:-1
Service:
City:

Thu, Jun 17,
2010

I been having problems with acanac webmail for the last couple weeks. The most ridiculous thing while I have webmail problem their support told me to Email the webmail support team for support. So I end up have to go to Yahoo and create a new account then send them an email and ask for help. Also there is no supervisor or manager that you can talk to in order to escalate the problem. LOL
Rating:-1
Service:
City:

Fri, Jun 04,
2010

From reading the reviews i really think some people should stop using the internet if they dont understand what a promotional price or reseller is. Acanac is a reseller of bell and therefore stuck within Bells limitations, i.e. massive speed slowdowns for p2p traffic between 4.30pm and 2am. They also suffer Bells poor DSL speeds and line issues too. I have rarely had issues in almost a year and when i have its ALWAYS been down to something Bell has changed or done in my Local CO. This company offers a SSH tunnel to avoid the p2p slowdowns, 100Gb online storage and unlimited uploads/downloads, what more can you ask for at the promotional price and regular price. I will be renewing with confidence after my first year is up
Rating:1
Service:
City:

Fri, Jun 04,
2010

Had this for one full year without problems. Internet, VOIP, Naked DSL line.
Rating:1
Service:
City:

Mon, May 31,
2010

The upside is you'll save some money but the downside is the internet connection drops frequently about 3 to 4 times a month for a few hours on each disconnect. I am located in Montreal with an average speed of 3.5Mbps - Be mindful that the promotional rate is only good for one year. Videotron cable is the best that you can have in Montreal but the cap along with their expensive rates made me go with Acanac.
Rating:0
Service:
City:

Fri, May 28,
2010

I switched from Sympatico to Acanac one year ago and have had a great experience. My speeds have remained unchanged, but my rate billed dropped a great deal. There have been some technical difficulties where the Internet mysteriously doesn't work, which is annoying, but a quick call to customer service clears it up. I've always had a great experience with the customer service, though I wish I didn't have to call them in the first place. Alas, not so much of a bother when I'm saving nearly $500 a year. Unfortunately, with the increased rates the savings won't be as great, but still very competitive.
Rating:1
Service:
City:

Sun, May 09,
2010

This company made me unhappy, and ends up that we walk away the ISP service from this company. The contract was automatically increased trible of rate after one year contract without no notification in advance, I don't recommend.
Rating:-1
Service:
City:

Sun, Apr 25,
2010

very unstable.
Rating:-1
Service:
City:

Wed, Apr 21,
2010

high packet loss on a regular scheldule during peak hours and on weekends. tech support says it's a problem with bell... not my problem, i'm not getting what i paid for...
Rating:-1
Service:
City:

Sun, Apr 18,
2010

Service is ok. Speed is ok. Price is ok. Went down 3 times in the year after they fixed my connection issues. You need to be technical...
Rating:1
Service:
City:

Mon, Apr 05,
2010

They can not provide services for any new customers until end of December 2010.. Be warned...this company has issues stay away. I ordered my service, they charged my credit card now they can not provide the service and I'm waiting to see if a refund is coming or not. Scary..bad customer service...maybe cause they dont have customer servie. Seriously they dont have a customer service dept.
Rating:-1
Service:
City:

Wed, Mar 31,
2010

Worst customer service ever. I tried to sign up with them and called the customer service. The first guy was yelling at me. The second lady told me that I cannot use their promotion offer since the apartment that I'm going to move in has already taken that offer. How ridiculous!! Just because the previous tenant took the offer, I cannot!! Stay away from them.
Rating:-1
Service:
City:

Mon, Mar 29,
2010

They could offer only less than 1 Mbps to my location even though I'm just off Yonge street and only 45 kilometers north of Toronto. They're very limited and have issues with their service. For example, one can only sign up for their internet via the internet...which doesn't make much sense! The price is great and other reviews have indicated it's real, but they're very limited in what they offer. Good if they work for you but they probably won't.
Rating:-1
Service:
City:

Tue, Mar 23,
2010

Very slow speed worse than dial-up, not worth the price, they start with good speed and once you are a customer they reduce speed to slower than dial-up and nobody listens, rather keep blaming phone company for the doomed speed and doomed service, and they steal your data that goes through their server
Rating:-1
Service:
City:

Mon, Mar 22,
2010

not getting the full speed, was ok for 1st year at 18.99, but no way will i pay 39.99 UPFRONT for 12 months for that.
Rating:-1
Service:
City:

Mon, Mar 22,
2010

not getting the full speed, was ok for 1st year at 18.99, but no way will i pay 39.99 UPFRONT for 12 months for that.
Rating:-1
Service:
City:

Sat, Mar 06,
2010

Good price only for first year. Good service never down never had to call tech support in the year.Speed was limited by Bell sytem (far from switching station). 2 Mbps
Rating:1
Service:
City:

Thu, Feb 25,
2010

Never a problem.
Rating:1
Service:
City:

Thu, Feb 25,
2010

Amazing service. Have been with them for 2 years now. SSH tunnel, Ture no cap internet and stays near 5MBPS all the time
Rating:1
Service:
City:

Thu, Feb 11,
2010

Next day Fed-ex courier shipment of DSL modem. Had some odd outages once or twice but otherwise fairly good.

The connection worked within 24 hours of ordering.
Rating:1
Service:
City:

Thu, Feb 04,
2010

THis company is completley disorganized. They routinely mistake where my service is actually physically located, and there are names of people on my file that should not be there. I think the service is also gettng slower aas they ramp up subscriptions...
Rating:-1
Service:
City:

Thu, Feb 04,
2010

This company was great. I initially had to give a $49.99 downpayment for their modem, which was returned to me when I returned the modem 9 months into the 1 year contract. I gave notice of my intent to not renew the contract 2 months prior to its expiration. They seem to be honest dealers and have given me 98% reliable service.
Rating:1
Service:
City:

Thu, Feb 04,
2010

Horrible download speed (max 1.5m - min 200 kbps). Poor tech support. My profile was down-graded to 0.5M intensionally when asking for a fix to the slow speed problem. Two weeks later, 4 tickets were issued and still no improvement on my profle even after talking to its customer service and a support supervisor.
Rating:-1
Service:
City:

Wed, Feb 03,
2010

The service is horrible. The accounting practices are sketchy at best.
Rating:-1
Service:
City:

Wed, Feb 03,
2010

amazing for the price.
Rating:1
Service:
City:

Wed, Feb 03,
2010

for half a yeer no single day of down time
Rating:1
Service:
City:

Fri, Jan 29,
2010

great price and service.
no issues after 6 months.
Rating:1
Service:
City:

Wed, Jan 20,
2010

very poorcustomer service. dls down all the time
Rating:-1
Service:
City:

Mon, Jan 18,
2010

very bad customer support ever!!!
Rating:-1
Service:
City:

Fri, Jan 15,
2010

I've been on it since last summer and have convinced 2 friends to move over to Acanac. I am very happy with the service. The only issues that I ever had were because of Bell infrastructure (since Ananac is a reseller). I love the fact that there unlimited download.
Rating:1
Service:
City:

Wed, Jan 06,
2010

Have been using almost for 1 year. Sometimes DSL gets lots of errors and reconnects, but it happens seldom and I guess it's about my phone line. Connection speed is good.

I also use VOIP service from Acanac. The quality is good, I call Canada and USA. I use another VOIP provider for long distance for much low price. Sometimes the phone is down and this is very bad, happens seldom like for 30 mins and exactly when I need to have a phone call like evening or holiday.

I would like to stay w/ Acanac but the regular price (after 1st year) is doubled and I'm looking for something else..
Rating:1
Service:
City:

Sun, Jan 03,
2010

If anything does go wrong, for example, if your "DSL-line/VOIP" needs to be serviced in any way, shape, or form, you're outta luck. I think Bell Canada pays these guys to make you leave them.
Rating:-1
Service:
City:

Thu, Dec 31,
2009

Acanac is useless. They set up appointment twice to install dry loop and I took two days off work for this. To my utter shock, they did not show up both times. Not even apologies offered. They said that it's not their fault. I cancelled even before the service began. Beware ... They are time wasters...
Rating:-1
Service:
City:

Tue, Dec 29,
2009

Service is relatively good. Customer service sucks. OK for a residential service but doesn't cut it for business.
Rating:-1
Service:
City:

Sun, Dec 27,
2009

dropping calls, internet disconnects all the time
Rating:-1
Service:
City:

Tue, Dec 22,
2009

Residential DSL 5000K for $18.95
is introductory rate (special offer for the first year).
Real price is 39.95 per month.
Rating:-1
Service:
City:

Sun, Dec 13,
2009

Slow connection they can't help me to increase my speed, only 2mb download. I guess because I paid half the price so I'm getting half the speed. I am tied up for a year and will be looking for next ISP before they automatically charge my Credit Card without notice.
Rating:-1
Service:
City:

Tue, Dec 08,
2009

I switched from Rogers to Acanac about a year ago and saved $400.00 a year.
The speed is good and consistent.I play online games / conduct meetings download movies and all that stuff with no hassles.
There are some articles that led me to beleve that "there service sucks". Ho ya there were Wrong. I am glad I changed to Acanac.
It is unfortunate that mostly negative reviews are documented and not positive ones.
As for the price for a year $18.95 a mounth for the first 12 mounths WOW thats cool and well worth it.
There is one thing that might concern you tho.They want you to pay for there services all up front for the year.
Well for around $227.00 a year for dsl it`s well worth it to me.
If you deicide to not go with them for a nother year you will have to tell them in advance 60 days or so befor your year is up.
If you dont they will charge your visa or master card for another year/term for around $29.95 mounth = $359.40 for the year.
This is still a one of the best prices i can find for dsl services.Even after a year ends it is one of the lowests prices around.
Are you in the market to get a internet service provider "ISP".Go with Acanac you will not regret it.Good luck 2 you .
Rating:1
Service:
City:

Tue, Dec 01,
2009

awsome internet, no problems. The only thing that is a bummer is that the 19$/month deal is only valid for one year.
Rating:1
Service:
City:

Tue, Nov 03,
2009

Acanac provides one of the best DSL Internet service out there. The only problem is they rely on BELL's network which makes their service to lose quality sometimes. But that's the case for all DSL providers.
Rating:1
Service:
City:

Tue, Oct 27,
2009

I use Acanac for about 8 months and I am hapy with it :)
Rating:1
Service:
City:

Tue, Oct 27,
2009

I use Acanac for about 8 months and I am hapy with it :)
Rating:1
Service:
City:

Tue, Oct 27,
2009

I use Acanac for about 8 months and I am hapy with it :)
Rating:1
Service:
City:

Thu, Oct 22,
2009

Connection is very slow from 4:30PM to 2:00 AM.
Rating:-1
Service:
City:

Wed, Oct 14,
2009

worst service on the planet.
Rating:-1
Service:
City:

Fri, Oct 09,
2009

They are throttling the bandwidth on some ports. They downgraded my layer II, and layer III connections from 6 Mb/s to 4 MB/s. I don’t recommend them!
Rating:-1
Service:
City:

Fri, Oct 09,
2009

They are throttling the bandwidth on some ports. They downgraded my layer II, and layer III connections from 6 Mb/s to 4 MB/s. I don’t recommend them!
Rating:-1
Service:
City:

Mon, Oct 05,
2009

Dry DSL, often slow, subject to bell's throttling, not the most reliable, the $18.95 price quoted is only for your first year. after that the price goes up substantially. defiantly not worth the new price.
Rating:-1
Service:
City:

Sat, Oct 03,
2009

Great speeds, reliable, no downtime. My only complaint: No web space (however they offer 100 GB of web storage!!) Great if you don't host website professionally
Rating:1
Service:
City:

Fri, Sep 25,
2009

i have been with acanac with one year...and it's been great :) great quick service, received my modem quickly and set it up easily :) internet speed is fabulous :) i have had NO problems at all...even when i moved it was simple and they were great :) and BEST OF ALL...u WON"T find DSL at $18.95/month!!
Rating:1
Service:
City:

Wed, Sep 23,
2009

Not a bad deal if you don't mind intermittent service and snarky tech support on their forums.
Would not recommend for non-technical users.
Rating:0
Service:
City:

Mon, Sep 21,
2009

TERRIBLE customer service, I am a customer and have gone over a month now without internet and im still paying. Tech support tells me to keep waiting indefinetly. it takes them a WEEK to send me a new modem, still waiting for that.
Rating:-1
Service:
City:

Wed, Sep 16,
2009

It took me several months of forum searching & feedback reading to finally gave acanac a try. No regret's in my decision. Service is fine for the past 4 weeks. KEEP UP THE GOOD WORK.
Rating:1
Service:
City:

Mon, Sep 14,
2009

been with them 11 months and so far no problems.
Rating:1
Service:
City:

Mon, Sep 14,
2009

Acanac did not give the full 5/mbps as promised. if you are not within a 10 radius (it seems) of the data center you will not get the full 5/mbps. I was scaled back to 2.5/mbps which is half of what I paid for, due to an unstable connection. Also, it is 40/month after your first year of service.
Rating:-1
Service:
City:

Wed, Sep 09,
2009

great ISP
Rating:1
Service:
City:

Tue, Sep 08,
2009

No complaints or problems, only one outage, and it was Bell's fault for accidentally disconnecting my phone line.

Only problem is Bell owns the lines.
Rating:1
Service:
City:

Wed, Sep 02,
2009

speed is extremely low and unstable
helpdesk is not qualified to deal with business accounts
Rating:-1
Service:
City:

Sat, Aug 29,
2009

It's cheap enough, but then after the first year, they boost you to $30 or whatever it is. Read the fine print. It would be fine, but the voip sucks. Constantly down. Lousy support. Every ticket is closed after they email you a response. Can't get people on the end of the line. Can't be bothered doing a real good hatchet job on them. Looking for a new voip service.

Rating:-1
Service:
City:

Tue, Aug 25,
2009

I cant complain.
Rating:1
Service:
City:

Fri, Jul 31,
2009

they try but bell ****s them around and they don't seem to mind
Rating:-1
Service:
City:

Thu, Jul 30,
2009

To my mind this is the best service to date for this price . No one can beat
Rating:1
Service:
City:

Thu, Jul 30,
2009

To my mind this is the best service to date for this price . No one can beat
Rating:1
Service:
City:

Tue, Jul 14,
2009

VOIP phone service is horrible. Feedback from your support is slow and non-effective. There is no attempt even to help and solve a problem.
Rating:-1
Service:
City:

Wed, Jul 08,
2009

I've been with Acanac DSL and Voip for almost 2 years now.
I have a 5meg profile and I can only say that for me the service has been outstanding. Not to mention a Free Online PC, 100 Gig. online Storage and an SSH Tunnel.
I couldn't be happier.
Rating:1
Service:
City:

Mon, Jul 06,
2009

The customer service is really bad and it took more than a month to get set up. Once you are set up, you are ok as long as you don't mind being automatically disconnected once in a while. You just need to reconnect.
Rating:-1
Service:
City:

Mon, Jun 22,
2009

Recently signed up for service at home. Service has been as promised and support has been excellent.
Rating:1
Service:
City:

Mon, Jun 15,
2009

very nice customer support.
service is great too.
great rate for the first year
Rating:1
Service:
City:

Sat, Jun 06,
2009

Acanac has been reliable, and is very affordable. They provide an SSH server behind their gateway so you don't have to worry about throttles.
Rating:1
Service:
City:

Mon, Jun 01,
2009

I've been with Acanac since 9/25/07. I have never had a service disruption or service complaint with Acanac. They're service is fantastic and uptime is nearly 99%! Free 100 GB online FTP and PC usage is simply awesome!
Rating:1
Service:
City:

Mon, Jun 01,
2009

don't have much complaints
Rating:1
Service:
City:

Sat, May 30,
2009

no problem at all got the speed advertise with no diconnection for since august 9 2008 (was with teksavyy before)
Rating:1
Service:
City:

Wed, May 27,
2009

Tech support bad. 24 to 48hrs. still can not resolve the problem. I cancel my service.
Rating:-1
Service:
City:

Fri, May 22,
2009

sloppy customer service do not ansewr a request when service is down it takes 3 days for minor things. all is done via emails. but who can use email when internet is down. billing renewed automatically at very expensive rate.one year night be ok at 18 bucks further than that at 33 is too much.
Rating:-1
Service:
City:

Fri, May 22,
2009

sloppy customer service do not ansewr a request when service is down it takes 3 days for minor things. all is done via emails. but who can use email when internet is down. billing renewed automatically at very expensive rate.one year night be ok at 18 bucks further than that at 33 is too much.
Rating:-1
Service:
City:

Wed, May 20,
2009

I paid for a year's access up front. I got outage after outage and between the outages and the extensions they were willing to give me, I only got 9 months' actual service. Contacting the BBB did nothing; they simply refused to acknowledge my complaint. Not impressed.
Rating:-1
Service:
City:

Tue, May 12,
2009

Very user friendly. All tech questions resolved with knowledgeable tech in 1-2 min, as opposed to poor Bell's support, where I can easily stuck for 1 hour for basic issue
Rating:1
Service:
City:

Fri, May 08,
2009

Connection is often fast enough, but there seems to be high latency quite often. My VOIP service has issues: every time I call someone, they say hello at least twice before the connection is established, and once or twice a minute the audio cuts out. This second problem is perhaps fixable by a keen do it yourself type person. Finally, the modem I was sent died just after a year, and it has been a slow process to get a replacement. On the positive side, the service is dirt cheap, free calls in Canada and the US is certainly a feature. But in all, I would likely pay 10 or 20 bucks extra a month and not go with Acanac.
Rating:-1
Service:
City:

Mon, May 04,
2009

Big packet lost problems with my VOIP. By only changing the PPPOE login frm Acanac's to Oricom or Bell, problems go away. Took 4 months before they let me go and they never found the problem. Price is cheap but personally, I dont recomment.
Rating:-1
Service:
City:

Tue, Apr 21,
2009

good service.. illimited
Rating:1
Service:
City:

Sat, Apr 11,
2009

The customer service is terrible. If you sign up for the 12 month pay in advance plan and you cannot get service for a month, they do not extend your plan for the service that was not provided.
Rating:-1
Service:
City:

Wed, Mar 18,
2009

Been with acanac for over a year now and has been problem free, cheapest dsl anywhere for 1st year
Rating:1
Service:
City:

Wed, Mar 11,
2009

NO LIVE EMAIL SUPPORT!! DSL SUPPORT IS USELESS!! VERY SLOW SUPPORT 3 to 10 Days to resove problems. SUPPORT IS OFF SHORE..DO NOT USE!!!
Rating:-1
Service:
City:

Wed, Mar 04,
2009

Service goes down, numerous problems with their modem, have to re boot modem several times a week at times. Tech support sucks, they won't even swap their defective modem. Would not recommend, don't be taken in by their price. I made the mistake of paying up front, no refunds on lousy service.
Rating:-1
Service:
City:

Tue, Mar 03,
2009

First year was terrible. Not worst then bell. Hopefully they did all the communication with bell. Now Acanac work perfectly beside my own router hang. Starting my third year. Price include all tax.

Rating:1
Service:
City:

Tue, Feb 24,
2009

Good initial price then they bump it up WAY high unexpectedly!
Dishonest to the core.
Rating:-1
Service:
City:

Tue, Feb 17,
2009

No problems at all, fast internet, easy to install, and NO download cap.

The one time I needed customer service (I lost my username and password) they responded to my email within an hour and I was up and running again in no time.
Rating:1
Service:
City:

Mon, Feb 16,
2009

WORST SERVICE EVER!!!!
I signed up with Acanac on January 4th while still plugged to videotron to make sure that i would have enough time for transition and not run without internet for long if that might happen.
3 weeks after I was STILL NOT PLUGGED and they have made me wait 4 full days!!!! without coming to install the service, and everytime you call them they tell you that service should start tomorrow by 11:am and that you should call them if service has not started yet.... they told me that not once, not twice, but FOUR TIMES!
They absolutly don't care about service. I thought that people were just complaining for no reasons about the EXTRIMELY POOR techinical service, but this is TEN TIMES WORST that I thought.
Today, february 16th, I STILL DON T have the internet plugged through Acanac and I have had to steal my neighbours.
SAVE URSELF THE TROUBLE, TRY ANYTHING ELSE THAN ACANAC.
IT took them one hour to take over $300 from my credit card, and one month later I still don't have any internet. SHAMEFULL!
Rating:-1
Service:
City:

Thu, Feb 12,
2009

Good value with initial promotional price. Upon dropping their long-term price should be preferred over Bell Sympatico.
Rating:1
Service:
City:

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