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Acanac Complaints 9

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9:17 am EST
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We moved to Acanac cable connection from Acanac DSL connection upon suggestion of the Acanac sales team to get a better experience. But guess what! The day they set me up with the new connection was the very same day disconnected it as well! They disconnected both the old and new connections within 3 hours of connecting, apparently because these were...

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8:34 pm EDT

Acanac Internet

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

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5:53 pm EDT
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Acanac Modem High Jacking, is this the new customer retention?

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

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

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

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

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Update by agrimo
Apr 05, 2013 6:48 pm EDT

Hi Alexii, Sorry to hear. I also filed a complaint with the "Commissioner for Complaints for Telecommunications Services" at their website http://www.ccts-cprst.ca/
I had moved to Start Communications and they monitored this delay extensively and provided all sorts of support. I'm not sure who you are moving to but if you had your initial move request in place, they shouldn't be penalizing you for Acanac's incompetence delay. It blows my mind that they are uncapable or just unwilling to release customers. It's like they go out of their way to generate as much bad press as they can for themselves.
Maybe file the complaint at the website above, and rent a modem for a month until the CCTS resolves the issue for you. That's one way around it.

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Alexii
Thornhill, CA
Apr 05, 2013 3:39 pm EDT
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I have exactly the same situation. Three weeks ago I asked Acanac to terminate my account and to release my modem on March 30, 2013. On April 1, 2013 my account was still active. On April 3, 2013 after second request I received confirmation that my account was closed. But today is April 5, 2013 and my modem is not released, and I am unable to book the activation date with my new ISP and I have to stay without Internet at home minimum for two weeks. But the worst thing that I don't see any willingness from the Acanac to support me. I asked them to tell me when they expect that my modem will be released and they ignored it.

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4:41 pm EST
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Acanac POOR SERVICE + HORRIBLE CUSTOMER SERVICE

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

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

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

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

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

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

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

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

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

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

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

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

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gerard1969
montreal, CA
Sep 07, 2014 12:23 am EDT

Now that strongly suggests a CON right there, for Acanac to probably falsely claim a Bell tech had already paid a visit, justifying a $120 fee for a "second" tech rendezvous. THAT fee was probably the whole point of the runaround tactic from Acanac, wearing the frustrated customer down to guarantee a "repair" job will be performed. That situation has happened so many times with both Bell and Acanac customers.
A complaint to the CCTS/BBB might be the only avenue open to customers in this situation, to force unethical businesses like Bell and Acanac to refund for service interruptions.

Cyberbullying against loyal, unfairly cut off customers, by paid stooges of these two and other companies, is typically found online, especially on the pro ISP site dslreports.

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kxkx
102 james scott rd, CA
Jun 23, 2013 12:36 am EDT
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There were 254 BBB complaints against this company. See http://www.bbb.org/kitchener/business-reviews/internet-services/acanac-in-mississauga-on-1204231/complaints THIS COMPANY SEEMS TOTALLY SHAMELESS AS IT HAS GOTTEN AWAY WITH SO MANY COMPLAINTS

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kxkx
102 james scott rd, CA
Jun 23, 2013 12:18 am EDT
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Acanac is the worst company you can deal with. This company seems to be run by unprofessional South Asians who have no regard or respect for customers. They are utterly disrespectful to clients and once they get your one year advance money, they never return it and they try to harass you so much by call holds and unnecessary interenet procedures that you give up in the end. We have been waiting for refund since 2011 for a service that never worked at all. It took us ONE COMPLETE year to make them agree to refund our money. It is another year after their written promise to refund money and they are still dilly dallying to return the money. Each time they come up with some excuse or requirement to return the money. I am keen to know who their rotten boss is- seems like some Indian or Pakistani guy who has ABSOLUTELY no professional sense at all or is educated from some rotten instituition, and is teaching to his home country tactics to his employees. I assume that half of employees are relatives of owner or family members. The way they used to advertise make us believe that we are dealing with some sophisticated company. THEY ARE ### and NOTHING ELSE! I am taking them to court for my money although it will cost me more to get my money back but I will have a judgment on record against them for others.

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9:08 am EDT
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Acanac thievery

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

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7:32 pm EDT
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Acanac Avoid at all costs

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

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Acanac Avoid at all costs

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

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1:09 pm EDT
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Acanac Playing game with its customer

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

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

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concerned83
, CA
Aug 03, 2011 6:04 pm EDT

Don't feel bad I ordered the service on the 25th of June. I live in the same city as the corporate office. Cable guy who never showed up I tried to rebook an installer every time I called they asked me to call back on 3 different occasions 3 days between each call and the Modem which I bought was never shipped. I sent in a email 10 days ago to their billing department requesting a full refund. I am still waiting for a response

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smile444
Windsor, CA
Dec 06, 2010 10:02 pm EST

Customer service representatives are extremely rude. Never pay them a year worth of service because you'll never get refunded no matter what the reason is. I paid for a year supply of internet, I had to move and they promised to move the internet service within 2 days, waited for a week then called to find out they can not provide the service at my new location! Customer service asked me to request a refund for the balance of months I paid for but the billing department refused to refund. Very rude and inferior communication skills.

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senthu
toronto, CA
Sep 17, 2010 8:37 pm EDT

worst customer support...They ask you to do this and do that like a [censor] a hundred times over and ends up as the same [censored] with no results...countless hours on hold...bell tech never showing up...very very frustrating. will never renew contract again. cheap net equals extremely cheap service.. acanac [censor]ic customer service reps dont know crap while talking the same on the phone which is prbaby located in someone's basement..[censor] told me that it was my modem while suggesting me to buy a new one while i tested it at work and all works fine...thank god i didn't purchase another one for no reason

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Lotey
Brampton, CA
Sep 13, 2010 1:41 pm EDT
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I have paid acanac one year in advance and now the internet not is working from last 10 days. I am on hold everyday for minimum i hour and most of the time phone gets disconnected before my calls through. By emails they are keep asking do this do that..etc. Please do not be fool to stay with them. No doubt they are cheap but cheap service as well.

Don't ever try them please and tell your friends not to sign with them.

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Acanac Terrible experience

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

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

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

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Bellemmy
Pincourt, CA
Mar 04, 2011 12:12 pm EST

I was suppopsed to be set up Febuary 11 we are now March 4th and they are saying they can't do anything to help before March 8th. Nobody retuns calls and or cares. They lie repeatly and are in short completely usless. I switched because of a lower cost, about it has not been worth it.

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iftikhar505
, CA
Jan 20, 2015 4:07 pm EST
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I guess we all have to cancel our credit cards in order to get rid off this acanac service.

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GotRip
, CA
Jul 15, 2014 10:01 am EDT

Let sue them and close them down for good,

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jep888
Montreal, CA
Jan 05, 2012 10:48 pm EST
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I have now become a disillusioned Acanac subscriber. They started charging the Quebec sales tax (QST) since some time in the Fall of 2011 but when I asked them repeatedly to provide their QST registration number (which should be displayed on the invoice like the GST number they were unwilling to provide it. After more than a month of trying I contacted Revenue Quebec and they informed me that Acanac does not have a QST number and should not be collecting QST (as of today). They were clearly lying when the kept telling me they have one but kept refusing to provide it.

When I posted this on the Acanac community board the gave a silly explanation about how they have to collect for month before they are allowed get a number. Which is absurd. Then they locked the thread and later today deleted the thread.

Seems they have been caught in a lie and are trying to cover it up. If they had any one in customer service with common sense they would have apologized and corrected the invoice instead of trying to cover up that they have been collecting the tax when they should not have been.

Terrible customer service. When you call they give the run around, don't answer the question you ask in the emails, and refuse to transfer you a manager or supervisor when you ask.

Previously I would recommend acanac but not anymore. Someone at acanac should be fired for this.

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mirjahan
MOntreal, CA
Nov 09, 2009 9:29 am EST

Acanac is not worest company they are Bell reseller.
I am using their internet servcie since 3 years. At the first year i had bit problem with DSL signal.
Worest part is you can not talk with them in phone about billing complain only by web reply.
Web part is good you get a reply within 1-2 hrs better than wait on phone and not waste time like bell ( 30 mins +)
you pay acanac 33.95 CAD per month and for same service you will pay to bell 51.95 CAD ( -5 CAD) if you have bell phone service.
Acanac stary at 6mbs where bell now at 8mbs.
Acanac gives you unlimited datatransfer where Bell or Rogers give 80 GB/m. ( I use IPTV) Bell charge you 2.95 per extra gb.

And to get refund from Acanac is bit hard and have to fight.
Best thing .. if you do not like Acanac service inform them 1/2 months before your term to cancel servcie.
They take 407 CAD per year as you sign to get first year 18.99/m or 227.
If you like to get advance of 18.99 where normal price is 34.95 and do not want to stray at least one year.
All DSL internet provider is Bell reseller ( Bell gives first priority their own customer)

Here is a simple internet price list
AEI.CA= 29.95+tx Unlimited (6mbs)
inter.net 29.95+tx 80GB (6bps)
bell.ca 45.95+2.95+tx 60 GB ( 8mbps)
Rogers 45.95 60 Gb
Videotron 41.95+tx 30 GB ( 7.5mbps)

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tom12
, CA
Aug 18, 2009 10:08 am EDT

Acanac is worst service, especially most of the technical supporters are lier. they cheat on you . they delay my account open 3 times, every time they said tommrow it will work, finally after 18 days it is connected and the spped is 0.5M and I pay for 5M.
really sucks.

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momo
Vancouver, CA
May 15, 2009 3:29 pm EDT

What a stupid you are button 99! Acanac is in Canada and you can not blaim Iran for everything like US presidents:D

Acanac Sucks, I agree. But you can add your knowledg by reading books or searching thing instead of say something and make a joke from yourself:D

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button99
, CA
Apr 17, 2009 9:31 pm EDT

Acanac Sucks!
There billing department is in iran..they are trying to hide that fact from you by making the billing dept email only..you cannot talk to the billing dept about a dispute.

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Divinus
Toronto, CA
Mar 24, 2009 9:10 pm EDT

ACANAC IS THE WORST COMPANY I DEALT WITH IN MY LIFE.
Their system is to lure you in with a contract of $18.99/month valid for 12 months then automatically charge your credit card with $407.40 to renew for one more year.They first charge your credit card then inform you.If you ask them for a refund and cansell the contract, they will not do it.
This is a stinking sale technique.
I strongly suggest to go with BELL or ROGERS they are more honest and the ir staff is more approachble and profesiional.
I suggest to report their dishnest practise to Consumer Protection of Ontario.

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bob
montreal, CA
Mar 13, 2009 10:26 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

samehere i had a terrible experience with acanac com
and am trying to resolve withvisa, how do we getout of this is there an agency that regulates this. actually im sitting with361 dollars they pulled the same three month thing with me and thought they were charging me 39 amonth still locked in but i becausethey credited my account 400 and visa also
reversed charges . in effect im ahead 361 of their money and still conected i lets get togewtherif you used visa and stop this mess .. bob

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Overview of Acanac complaint handling

Acanac reviews first appeared on Complaints Board on Dec 1, 2008. The latest review Cable internet, poor customer service, poor management was posted on Nov 18, 2023. The latest complaint Avoid at all costs was resolved on Aug 16, 2009. Acanac has an average consumer rating of 3 stars from 9 reviews. Acanac has resolved 4 complaints.
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  1. Acanac Contacts

  2. Acanac phone numbers
    +1 (866) 281-3538
    +1 (866) 281-3538
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    647-694-2342
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  3. Acanac emails
  4. Acanac address
    1650 Dundas Street East. Unit 204, Mississauga,, Ontario, L4X 2Z3, Canada
  5. Acanac social media
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    Checked and verified by Maria This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
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