Acanac

I feel even guilty giving them one star, worst customer service ever and even there internet service is worse. highly not recommended

Terrible internet provider, they charge you money on my credit card without permission. Bad customer service, not recommend …

One star because I can’t give zero starts. Take my advice do not walk away from Acanac, RUN AWAY FROM ACANAC. Costumers service is in the league of its own, I promise you will experience such a lack of care. Service is in same category.
All in all you might pay few dollars more for some other company but you will make it back 100 – 200 times over in time saved emailing back and forth acanac costumer service. If you want to have your peace of mind DONT penny pinch for few dollars.
We have been with acanac for few months and it’s really sad companies like this are allowed to practice business in Canada.
NOTHING BUT HEADACHE.
take my advise and RUN AWAY.

Fast, cheap never goes down… I pay 50% what my friends pay for their 35MBPS cable internet link from Rogers. It’s fast and has NO download cap. They also don’t traffic shape and slow certain downloads like the other big players.
I also pay $ 10 per month for my home phone which has unlimited long distance anywhere in a North America.
For me it’s a no-​brainer, I’ve been a customer since 2009. I’ve now had 4 friends switch and they’ve been just as happy with the results.

1 star is being far to generous in regards to their Customer Service. If the cue isn’t so long that they disconnect you immediately when you call their service line (and that is a big if), You will hear such helpful hints to rectify your issues such as:
–It’s your modem, you need a new one.
–It’s your router, you need a new one.
–It’s your laptop, you need a new one.
–It’s your cables, you need a new one.
–It’s your jack, you need a new one.
–It’s an issue with Bell
After wasting significant time on hold & troubleshooting, your CSR will give you a shoulder shrug over the phone, and you the customer get to repeat the whole process again the next day. The support via email is much of the same. You are better off getting your internet connection using a Cup & String. They are THE WORST.

After years of horrible customer service from Teksavvy, I finally made the jump to Acanac. I was an idiot for having stuck with them all these years. I was at my wits end with their support. You can read my Teksavvy review here:
I cannot really comment on the customer service from Acanac but so far it has been a painless transition. My cable internet (30Mbps/​10Mbps) was installed by a videotron tech and all went accordingly. I am getting the speeds I am supposed to if not faster and am extremely pleased.
I will update this in the future once I had more time with Acanac but for the time being I am extremely happy.

Go out of business already

Internet quality — good
Customer Service — (–ve) 5
It’s all good if it’s going but if you have technical problem or billing/​move/​cancel issue then you will realize how bad your decision was to sign up.
Staff doesn’t respond to requests efficiently and do not read the emails properly. If you are going to pay them all in advance then I would say better buy Lotto tickets and make money to have other ISPs

Consumer ALERT:
Really should be NO star rating for an organization that’s been around for over 6 years apparently? First, to address fellow reviewer Andrew N., there is an activation fee of $ 49.95 when you sign up for the internet, none for IPTV. In about 5 months after Andrew N. signed up with Acanac, they now charge the most of any provider to «activate» your internet? Add $ 9.95 to ship EACH item [modem, STB] you buy separately to get your services up and running, not very environmentally friendly. BIG fail, they have NO real time escalation, or technical support. When you ask for a team leader, they suggest you send an
, someone’s colleague in a parallel role potentially reads it, and nothing escalates?
Cost is an issue, if you have multiple tv’s in your house, you need ONE $ 75 STB per
addition to the clause: «Please note that a monthly fee for each aditional box has not yet been established. Prices due to additional bandwidth usage are still to be determined during the beta test phase.» Since Zazeen uses a STB based solution, you’re looking at an additional «unknown» fee for each STB post the beta stage. Add the $ 75 modem needed by the authorized ISP’s they will allow you to use with their service.
That 30 day refund if you’re not «happy» does nothing to offset the upfront costs assumed to have their IPTV especially. Even the pre tax $ 134 for just the internet hardware, setup fee is an issue if like others you aren’t receiving what you paid for.
RE: Marilyn F. comment, RISK of pre paying for the annual service, if the company goes out of business, you’re …Should be able to sign up for a year, pay that rate;not sure if, wonder if it’s against any provincial consumer act where Acanac does business to make you pre pay. Per Marilyn’s Rogers comment. If Acanac’s reselling Rogers, if someone’s already using Rogers;why are consumers being forced to BUY a different modem?
Link to DSL Reports where Acanac is discussed:

I cant believe people still use dsl for their internet!
Acanac’s cable is awesome!
–No setup fee’s
–Steady download speed of ~3MB per second (
says my speed is about 30mb)
–No limits
–100 gb of Ftp storage for free
–Forum with aswers to any question, works better than any customer service
–Customer service is fine, open up a support ticket under ur profile online and someone will get back to you fast, mark it Urgent if u’d like to make it faster. Unless it an emergency then give them a call.

Acanac’s customer service is so pitiful that you have to ask the question of why bother trying. If you do send them an email, they ready what they want from it, but don’t actually read the email. I have sent them a number of friends over the years, but anytime you have to deal with sales/​accounting you end up so frustrated because it’s an endless loop of people who aren’t actually interested in helping you at all.

Acanac should go out of business. We live in Kitchener and this is the worst experience with customer service I’ve ever had.
We joined and they took our credit card information no problem and billed us for the year. What we realized later was that they did not schedule a Rogers representative to visit our home (simply confirm that the modem is connected by cable, send us a welcome package) or send us a modem.
It’s now a week later and 700 dollars later — no internet, no rogers rep and the WORST customer service ever!!! If you want to wait 4 hours to talk to a representative, email back and forth with various representatives (being bounced back and forth) then this is your company. We’ll probably go back with Rogers now after this nightmare experience.
Bonsoir!

I wish I can give 0 or negative stars.
I emailed to inquire about the process for closing my account, but did not request the account to be closed. However, after I asked, someone decided to deactivate my account immediately. I called and asked what happened and apparently I can’t call in but I can only email billing to get it sorted out. The person on the phone reviewed the past correspondences I had with the company and confirmed that they misunderstood my message and that I never asked to close my account. However, they cannot help me cuz billing inquires need to be by email. So I emailed billing and then it took them a week to get back to me and said that it will take another week to reactivate. That was too long of a wait so I decided not to reactivate and asked that I get a refund for the money that I was charged earlier (they precharge for one full year). They never emailed me back so I called in again after a week. They told me because my original email was about reactivation and my follow up email was about refund, I needed to start an entirely new ticket. Apparently you can only ask one question at a time or else they get confused!
I emailed billing with a new subject heading and asked for a refund. They emailed me back saying I need to call a number to get help to get the refund. I called the number they gave me and they tell me they can’t help me because I need to email billing. Sigh… so here we go again…
So I emailed billing again to get a refund and it took them a couple more days to get back to me. Finally, they said I will be getting my refund. When I checked my bank statement, the refund was for only half of the amount that I was supposed to get back. I had to email them again to ask for the remainder. I finally got everything back I was supposed to after another week.
So frustrating…

I think this phone conversation between my rage-​a-​holic loser ex and the customer service rep says it all:

I’ve had a business DSL account with Acanac for two years and a residential account for one year. Overall, I’ve had a good experience — certainly no worse than my experiences with the majors in the past (Bell, Rogers etc) They are certainly more affordable than the majors but what you save in money you do sometimes end up paying in time.
When I moved business locations last year, they didn’t charge me for the move and dispatched a Bell technician rather promptly to set me up at the new address. I haven’t had many service disruptions, and when there was one and it was due to an outside source, they also dispatched a technician promptly.
I do think they need to start hiring more live tech help though, if they intend to continue to grow as a reputable company. The last time I had to call tech support was about a year ago and the wait time was acceptable. Yesterday, I had to wait an hour and half to talk to someone! That is unacceptable! You guys can’t expect your customers to wait that long to talk to someone when your service is down-​especially your business customers.
Regarding their billing practises that p-o’d the last reviewer: when you sign up for the your first year, it’s quite clear that it’s at a promotional rate and any future billings will be at the regular rate (which is still cheaper than Bell et al). I agree that they should at least send an email informing you of your upcoming renewal and your card being charged, rather than charging it and then emailing an invoice, but their practises are not different than many other companies. You also have the option to pay monthly, but it costs a bit more.
When you do need customer service you do actually have the option to either call or start a ticket via the web. Acanac’s customer service, in my experience, has really not been better or worse than the major ISP’s.
At the end of the day, being a small business owner, I appreciate having the option to pay a little less for the same service I would get from the big guys. We still pay way too much for internet in Canada but hopefully with the success of Acanac and other smaller ISPs there will be more competition to drive prices down to where they should be.

I love starting my Thursdays with a complaint to the Better Business Bureau.
Seriously… I get my coffee and toast, sit down at my desk, open the window to feel the cool spring breeze on my face and take a deep breath before I issue a formal complaint to an ombudsman. It really gets my hyped up to face the rest of the day.
Acanac has what is possibly the worst customer service I have ever experienced in North America. Their actual DSL is fine.
The good:
— Their DSL service was fine; for the year I had it it worked. The speeds weren’t out of this world, but they’re at the mercy of Bell and… it’s DSL, really what do you want. The service is fine, nothing special, not outstanding.
The bad:
— It took over a month for me to get their service setup when I first ordered last year. This is a long story that doesn’t matter, but it boils down to Acanac thinking there was 2 phone lines in my house and there really weren’t.
— The result of the installation issue was that I had no service for almost a month, and that their original quoted rate almost doubled because I ended up having to buy business service from them because they messed up the phone line referenced above. Whatever.
The Horrible:
— They renewed my service automatically, doubled the price for the 2^nd term and did not send me a notice prior to renewing it. They charged almost $ 700 ($ 677.17 to be exact) to my credit card without my authorization or agreement and sent me an invoice after it was already done. This is in the terms and conditions that I agreed to last year, so it is legal, but I feel it is unethical not to send a renewal notice until after you have already charged someone. It’s a shady bait and switch business practice at best and I am extremely unimpressed.
— I called to cancel (obviously) and guess what… there is no billing department. You cannot talk to anyone in billing. It is NOT POSSIBLE to speak to a person. You can ONLY correspond with them via email, and a different person responds to your email every time. WTF?
— The people responding to the emails did not have acceptable written English skills and it took over 20 emails back and forth to work out that yes, they would in fact cancel my service and issue me a credit which might be processed in 10 days. WTF?
— Since no one was taking ownership of my ticket and it’s not possible to speak to anyone about a billing or cancellation issue (I assume because the customers are very abusive due to the aforementioned unauthorized credit card charges in excess of six hundred dollars, they don’t want to subject any CSRs to what I can only imaging would be the worst job on earth) I Googled «Acanac Complaints» and found a number of forums where the staff participated as clearly branded Acanac employees. So I made an account at dslreports and PMd the Acanac user. Who wrote me back almost immediately. So I had to go to a third party forum and contact Acanac via private message to actually reach someone who would give me an update on the status of my multiple tickets. WTF.
— While I was on the forums, I noted how blatantly rude and condescending the Acanac staff were to the forum users who were complaining about their service. They are combative with people who are upset about their lack of customer service.
— They only have telephone tech support during the day, and if you have a problem after hours you have to email their tech support group (if you somehow have email, when your internet isn’t working… wtf?) Anyone you email is offshore, I can tell this by the time of day (night) they respond and their poor English. This is particularly irritating to me because they bill themselves as a Canadian company, but don’t have Canadians handling the email support.
In summary… this has been the worst customer service experience I have dealt with (outside of United Airlines) in North America. I cancelled both of my accounts because of this and went to a more expensive service provider who has better customer service. I used to recommend that people try Acanac (I personally signed up 3 people and had 2 accounts [one for my sister]) and now I am going to badmouth them to anyone who asks or cares to listen.
If your company has a C+ BBB rating, you are probably pretty shitty.
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WTF count in this review: 4