Acanac = Hotel California...

AF4iK

AF4iK

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...you can never leave! :angry4:

Fyi, This is a rage post. I didn't even bother searching for similar threads because I want this complaint to be easily seen and google'd. Not looking for sympathy or smart *** remarks just hoping it helps someone avoid Acanac.

So, I've had a ticket outstanding for over a week now and haven't gotten a single response that acknowledges my request to cancel my services. I was about to post a link to the ticket but realized that there's identifying info in there so here's a link to a PDF transcript with my info removed:

http://www.mediafire.com/view/?e227yhc62e8gb93

If you don't want to read the entirety of that **** here's a condensed version of the back n' forth:


Me: Please cancel all my Acanac services and let me know when the dude's coming to cut the wire. Here's all of my info to make it as easy as possible for you.

Acanac: Why do you want to leave? Did we do something wrong? [ticket closed, bumpped back to end of queue]

Me: No, it's not you I just want faster service that Acanac can't offer. Please go ahead with the cancellation [ticket re-opened with my reply]

Me: [polite tone] Hi, just checking up. Really do need to know when the Bell guy is coming by so my new ISP can schedule accordingly. Thanks

Me: [veiled annoyance] Hey. Haven't heard from ya in 4 days now. Would be nice to know what's going on or if you've even read my message. Get back to me please.

Me: [polite email to billing@acanac.com] Hello, I know cancellations go through you guys and I noticed my ticket is still with retentions. Just emailing to make sure this gets handled right and not overlooked. Thank you [Acanac later pasted this into the ticket but still with retentions]

Acanac: Hi there! We're the best ISP in Canada did you know that?? Everyone else sucks balls! We'll give you 1 free month if you stay with us. Bye! [ticket closed]

Me: [restrained anger] What part of "cancel immediately" do you not understand? You make me wait in the dark for 5 days and come back to me with this ****? I said to cancel my services asap!

Acanac: Hello. Ok, we will not auto-renew your account come Jan 30th. [ticket closed]

Me: [ready to smash my monitor] WTF ACANAC! You're either a retarded child who doesn't speak english or you're just delaying so I don't get my 2 months refund. Cancel this **** immediately or I'll sic a lawyer on you.


And that's where it's at right now. I've been PM'ing a mod on Acanac's forums for help but so far no outcome. I'm hoping he can do something for me but I'm not optimistic. Another guy on the forums had been waiting 2 months and ultimately Acanac just wore him down until his pre-paid year was over. It's looking like I'm going to be in the same boat.

Lesson: Stay the **** away from Acanac. I used to recommend them but their packages aren't even so great anymore and their customer service is the worst I've ever dealt with. I'm moving to Teksavvy. Don't know if their customer service is any better so we'll see I guess.

[UPDATE: 12-6-2012] Updated link. So Acanac finally acknowledged my request and even told me that my service can be terminated immediately but that they will not issue a refund for the remaining months. I replied that was fine and to please proceed with immediate cancellation.


Today, they got back to me and told me that it would be cancelled effective Jan 30, 2013! This is the exact date my service would've renewed! Seriously... do they think I'm so stupid that they can slip something like that by me? There is no denying that this is intentional. Acanac's unethical business practices at work here. [/UPDATE]

TL;DR
Acanac was ok for a while but now I want to leave and they pretend not to hear me. Acanac are ********. Run away!
 
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Posting it here keeps it from getting googled. Maybe cross post it
 
Macs said:
Posting it here keeps it from getting googled. Maybe cross post it
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LOL really? damn... don't wanna double post so I'll just make a random reference in a future post. Thanks man
 
Yeah the Trash Talk forum is completely hidden to non-members and you can't access the threads unless you're a supporter.
 
Thanks for that Macs. Maybe a mod would be so kind as to move this thread over to Romper Room?
 
Teksavvy has been awesome. I love their 25mbps DSL service :)

Sent from my MB860 using Tapatalk 2
 
Did you pay a year up front to get the cheapest price? If so, maybe that is why they aren't doing anything?

I too used to be with Acanac and left because technical issues came up and their customer service is so terrible; no answers or estimated time of resolution were given -- fortunately I was near the end of my year and simply didn't renew.

Other than the poor customer service, the other reason I will not go back to them is only getting the cheap prices in a year contract. You have the first 30 days to change your mind, otherwise you are stuck -- at least that is how I thought it worked.

I would suggest to anyone considering acanac, first go have a read of their forums: https://community.acanac.com/acanac/
Sure, reading that is a little biased because those without problems likely won't be posting, but it still gives you a good idea of the level of customer service you can expect.

I remember when I had the technical problems, and so did many others in Mississauga area, I had asked Fergless what the problem was specifically, when can we expect resolution, and should I be looking elsewhere for an ISP if this is going to be on going -- his answer was "Open a ticket if you wish to cancel your service" -- no indication of the problem or when it might be resolved, just a "here is how you leave if you want to go" -- so I did. Never going back.
 
Did you try picking up the phone and calling them?

I agree though acanac is one of the worst companies around. I switched to voip and internet with them years back and they lost my original 416 phone number (friggin retards) then they kept screwing me around so I told them I want to cancel. I had to show up in person at their crappy excuse for an office space and yell at them in person to get anything done. I would highly NOT recommend acanac and i've mentioned it before on the forum. Acanac sucks.
 
Yeah, if you prepay for a year, you get discounted service price that factors into your refund on cancellation. Probably about 2 months' worth by now. Might as well get your technical issue resolved.
 
silverbullet132 said:
Teksavvy has been awesome. I love their 25mbps DSL service :)
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Sweet, I can't wait to switch! Do you find the upload speeds to be as advertised?

Diesel said:
Did you pay a year up front to get the cheapest price? If so, maybe that is why they aren't doing anything?
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I did but Acanac's refund policy on early cancellations is that they will use the regular monthly price to calculate your refund. I'm fine with that.
Fergless has been no help though. He told me to wait and said that I was the problem for asking too much (for the record, I waited 3 days before asking for a status update). He ended off his last note with "Sorry if you feel it's unfair or underhanded or whatever."

ViperZ said:
roadtoruin said:
Did you try picking up the phone and calling them?
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Probably the best advice in this thread. Why don't you just call once?? Instead, you e-mail/pm me them multiple times and patiently wait... wait for what?
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You can't call them. I have tried. They tell you from the start that DSL customer service is only available via forums or email. Voip is the only service where you can speak to a phone rep if you're having problems. Catch 22.
Even when I called the person at the other end doesn't care and will start speaking in the middle of your sentence. If you don't stop your sentence then you'll have two people talking about different things and neither one listening lol. ****ing morons.
 
Well, I guess I got out easy from them. I had DSL in central Etobicoke, moved literally 5-6 km north, and they didn't have service there. I had no problems cancelling internet (with ~3 months left) as they didn't offer service in my new area. Now I remember that I also had to go through e-mail bs even after calling them. Took them a couple of months to issue a refund. Can't complain about their DSL quality, but much happier (i.e. faster for the same price) with TekSavvy cable.
 
AF4iK said:
Oh ok, you're not on the 25/10 plan I guess. Thanks for confirming though.
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I think I am on their 25/7, might as well switch to 25/10 now that I realize they have it for the same price :p
 
silverbullet132 said:
I think I am on their 25/7, might as well switch to 25/10 now that I realize they have it for the same price :p
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Hmmm... I think I assumed you meant kilobits instead of kilobytes. That makes more sense now. I'm not sure but I think Teksavvy auto upgraded everyone on the 25/7 plan to 10 Mbit upload.

Edit: Yup. Try giving them a shout if you're not seeing close to 10 Mbit upload in a speed test.
 
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AF4iK said:
Hmmm... I think I assumed you meant kilobits instead of kilobytes. That makes more sense now. I'm not sure but I think Teksavvy auto upgraded everyone on the 25/7 plan to 10 Mbit upload.

Edit: Yup. Try giving them a shout if you're not seeing close to 10 Mbit upload in a speed test.
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Sweet thanks, calling them in the morning.
 
AF4iK said:
Hmmm... I think I assumed you meant kilobits instead of kilobytes. That makes more sense now. I'm not sure but I think Teksavvy auto upgraded everyone on the 25/7 plan to 10 Mbit upload.

Edit: Yup. Try giving them a shout if you're not seeing close to 10 Mbit upload in a speed test.
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It wasn't Teksavvy, it was Bell.. The thing I dislike about 25/10 is the forced modem rental direct from Bell. Otherwise, it's an amazing service.
 
FiReSTaRT said:
It wasn't Teksavvy, it was Bell.. The thing I dislike about 25/10 is the forced modem rental direct from Bell. Otherwise, it's an amazing service.
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I think its only forced rental unless you manage to buy a modem from an outside source.

Sent from my MB860 using Tapatalk 2
 
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