Acanac Reviews 67

To get customer support you have to stay on the line for 12 hours

Mine internet is being down since Friday morning, I called they said they sent someone from Rogers Monday or Tuesday, this is rediculas

Acanac is by far the worst internet provider I have ever seen. Service is constantly dropping, 32 times in the last hour and a half as of typing this, over 200 times last week. This has been going on for over a year. The modem has crapped out so many times that the wifi can no longer be connected to, I had to setup a router to get back on. I have to rely on tethering my cell phone to the computer and using my cell data for reliable service. If your only choice is Acanac, you are better off without internet.

Don't take any service with ACANAC it has a very bad internet and phone services!!!! And the telephone service is so bad!!! In addition, the technicians do not have the good knowledge; you have to call three or four times to resolve a issue. You do not need that !!!!

Garbage Company-
Does not deserve to exist.

I wasted 2 days waiting for their tech, to come and install thr modem and he never did.

When I first signed up with this amateur operation, I chose Thursday, July 21 as the date for instalation.

I waited all day and no one came. When I called they told me that they had changed it to the 22nd and had sent an eMail telling me this.

I must have missed the eMail in the dozen other eMails they had sent, including one confirming July 21,so I must have thought the one abou the 22nd was just a reminder about the 21st. A phone call would have been appreciated.

Well I waited from noon until 5:00 on Friday the 22nd and no one came or called.

Only when I went out to dinner did I get a call at 7:40 from a "Bell Technician" saying that he is at the door

When I told him that I already cancelled my contract with Acanac, he laughed a knowing laugh.

So it is clear to me now that that the big boys who were forced to lease their infrastructure are sabotaging the small players.

I saw this about 20 years ago when AT&T came to Canada, but only Bell cpuld do tue installation as it was there copper wire infrastructure.

So maybe it is not entirely Acanacs fault. Maybe a complaint should be made to the CRTC.

But in any event, if I sign up with Acanac and am at the mercy of a malevalent Bell who hates Acanac the savings is just not worth it.

But what is Acanac's fault ia their useless customer service.

If this is how the relationship starts, then I dont want it.

Pretty Good

In our family, we use an Acanac router. The internet is so good --- until it stops working. Their service is not the best, but if you don't care about customer service, I highly recommend it.

I have been with them since 2009. Overall a good experience. Except, Rogers will intermittently cut off service to Acanac customers. The first time this happened to us was a few years ago for 1 week. It’s happened again, in 2022, leaving me with no Internet indefinitely. I have to leave and find another ISP, even though I prepaid for the year. Do yourself a favour and find a good, reliable provider like Bell Fibe. You get what you pay for.

RUN away yall, don't bother to sign up with these clowns, straight up circus 😤. They went into my bank account without asking, then, when these bums couldn't get the money they tried to get, they hit me with a 30$ nsf charge, damn crooks I'm a multi-year customer and I PAY MY BILLS so these morons are willing to see a paying customer leave then do what's right and forgetting that 30$ steal. I might also interject that they also threatened me with collections for a bill that's barely 2 weeks out, I'm amazed at their stupidity, OH WELL I HAVE MONEY AND I WILL JUST TAKE MY CASH AND LEAVE THESE SCRUBS AND GO ELSEWHERE, AS I'VE ALREADY PAID AND SIGNED UP WITH A NEW PROVIDER. SO HEY ACANAC, IN THE WORDS OF FRED SANFORD "YOU BIG DUMMIES". 😉 SO PEACE AND HAIR GREESE

Save your self from this company empty promises and poor service. Internet installation problems, service interruptions, phone port over VOIP and is poor and will loose your phone number for good.

I've been with this company for 4 years for internet(which isnt the greatest) 4 months ago I paid $70 for a box for a home phone. The box was not configured, I had to trouble shoot with them to fix it. It didnt get fixed, he said I need to go buy a 2nd cord in order to reconfigure the box. I said no, it should have already been done before I got it. He said he will get back to me...a few weeks go by and they never called back. So i called them and they said I need to buy a 2nd cord...again I said i was told they will send a new box. now 3 months later and 6-7 hours at different times on the phone with them and I still have no service and a box that doesn't work!!! They called me today to say sorry and they would send me a box....he transferred me to tech support and he said we need to trouble shoot again! I've had enough!! I've trouble shot 3 times and it still doesn't work! I've been paying for a service I do not have! The customer service is horrible!!!! they'll hang up on you instead of help you!!! So I am cancelling all services!!! they are the worst company I have EVER dealt with!!! They've taken double payment out twice and say its out of their control!!! Don't waste your money with this company its garbage(wont let me swear) internet service too!!! Go with anyone else, they're better then Acanac guaranteed!!! Garbage company!!!!

They throttle internet, i keep having to change my routers mac address to gain full speed

their customer service sucks after a 45 minute hold the guy asked for my information and hung up

will be cancelling very very soon

Fantastic service, affordable unlimited wifi. Great customer service. Recommend it.

Avoid acanac! I dont have internet since Sunday. I had to call Monday because no one works in acanac on weekends. The earliest they can send technician is in 48 hours. The technician called 20 mins before the assigned time that he will be slightly late but never showed up, then I called acanac again and again they said the earliest they can schedule another technician is in 48 hours. So for another 48 hours, I waited... and guess what, the technician again never showed up. I called acanac again and they said there is nothing they can do and will place a request to send another technician in 48 hours!!!! I have not been able to work for a week! What is this??? This acanac doesnt care and very irresponsible. Customer service is also rude and incompetent.

I used to have Acanac internet for years and never had anything to complain about. Now, after a brief stint with Rogers I decided to switch back and am met with what I'd consider is either pure incompetence or complete disregard for the customer.

The first date for installation nobody showed up or even confirmed the setup date. After calling, being given the run-around they booked another appointment, a week after. Guess what, same deal, nobody showed up or called and no internet on my modem (which I bought from Acanac for a hefty price). Since my Rogers Internet ended I'm now left without Internet.

I am seriously considering to switch back to Rogers, returning the modem, and telling all my friends never to sign up with Acanac.

I have not had internet service in my home since June 16, 2020. I am able to post this review via a wifi connection near a public library. My home is in Oakville, Ontario. Since I lost internet service I have been in contact with Acanac 5 or 6 times already and as of this writing on Jul 11th, I still do not have internet service. During those telephone contacts, Acanac's initial suggestion to fix the problem was to reboot the modem. When that did not work, they said they would escalate the problem and request Cogeco to send a technician. Acanac uses the Cogeco cable system in my area. No technician came, and Acanac instructed me to buy a new modem, instead which I did from them, this time Smart/RG. I connected the new modem and I gave Acanac its MAC and serial numbers for them to register in my account. I was told that it may take 24-48 hours for the new modem to work and when that did not work I called them again. This time I was told to reboot the modem. When that did not do the trick, Acanac said that they would escalate again with Cogeco to send a technician to physically check the cable connection to my house. On July 3rd, a Cogeco technician came and found that the underground cable coming to my box outside the house had faulty signal and Cogeco would have to send somebody else to fix that. In the meantime, the technician ran a temporary cable from my neighbour's box. After I have secured permission from my next door neighbour, the technician ran a cable and connected it to my box. He said I should have internet connection now if I would reboot my modem. I rebooted the modem but there was still no service; DS was blinking and US and Online lights were dead. The Cogeco technician checked the Cogeco distribution box on the ground on my street closest to my house. He came back to me to say that the there was a connection problem which was the reason I could not get a signal even via the temporary line from my neighbour. He said he would report the problem back to Cogeco. I called Acanac after the Cogeco technician had left and informed them of the situation. Acanac informed me that Cogeco had reported that there was an internet outage in Oakville and that Cogeco was fixing it at that moment. I should keep my modem connected so that I may have service once the outage had been fixed. I called again on Jul 6th and all Acanac could tell me was there was an outage and there was nothing they could do until Cogeco fixed the outage. I asked to speak with a senior agent who I was told would call me back in 24 to 48 hours. When that period passed and having received no call, I called Acanac on Jul 10th. I was told that it was still an outage issue, which I argued to be unlikely as it was inconceivable for Cogeco to leave the problem un-fixed for so many days (weeks in my case) when internet service was vital in their business to provide service to their customers. In the meantime, I received a SMS message from Acanac that they have not forgotten about me and that they were working diligently to resolve my issue. Well, I do not know about their diligence but the reality is I still do not have internet service. And because I don't have internet, I also do not have VOIP telephone service. On its website, Acanac describes itself as a better alternative to the other service providers, and claims to offer quality service to ensure their "customers are up and running 24 hours a day, 7 days a week." Those words do not have meaning to me and they are empty words really, because the reality is I have not had internet service for 26 days now!

Awful experience. Very unprofessional. I tried to upgrade my service and they told me I have to pay a cancellation fee to cancel my old contract. Not something any other service provider has ever told me. Very unprofessional. Avoid at all costs. Any other budget carrier is better.

If I could give them negative stars I would. You would be better off driving to McDonalds to use their wifi instead of getting this awful service from this HORRIBLE company. We were customers of acanac by necessity. Living in the country it was our only option. The internet was awful. Never worked properly, despite my calling to have issues fixed. But WAY worse than that they are trying to RIP me off. I have received emails regarding a past due bill. I have called 4 or 5 times in the past and every agent assured me that the bill was paid, the account balance is zero and the account is closed. After 10 months of dealing with this, they have now gone to collections. This will RUIN MY CREDIT!!!! The agent on Monday could not understand my perfect English enough to get an account number. On the phone for 45 minutes with NO help at all, in fact he was extremely rude and even yelled at me. I was assured I would receive a call from the manager within a day. NO call. Tuesday I received the collections letter in the mail. I decided to email them. Explained my situation with NO feedback. Again wasting my time on the phone today. The agent again assured me there is a zero balance and my account is closed. 20 minutes on hold! The agent was nice at least to me. He has assured me that it has been resolved and collections will be made aware. I have demanded and written and email letter stating this. Don’t have high hopes that this will happen or that it is taken care of. I can not stress enough how horrible this company is!!! Their customer service sucks! They are scam artists! Run, run, run away from this company. And share with everyone you know to NEVER use this company!!!!!!!

Looking at all Acanac’s negative reviews I was a little hesitant but after calling a number of third party providers I had determined they were the best.

I’ve been using Acanac for a few months now and they’ve had fantastic customer service (will not get off the phone unless issue is resolved and will call you back or call is dropped). And the wifi itself is unproblematic And exactly what I paid for. I would recommend Acanac to my family.

Excellent service.

There used to be occasional 1-2h outages in the past, about once every three months or so, but this hasn't happened in the last 2 years.

The minimal customer service never bothered me as I firmly believe that you don't need expansive customer service when the actual service works great. That said there's been great strides in that area and they now offer long opening hours for phone CS and even have french-speaking agents.

I've been a client for 5 years now and am still highly satisfied. Started with cable 30Mbps, upgraded to 60 and am now on 200Mbps, all uncapped and in the Quebec region. The prices are the best in my area, reliability is great and the speed is fantastic (often slightly above what is promised).

Cheap prices but worst customer service ever!! Miscommunication from the customer support without ever apologizing. Postponed installation date, no refund. Didn’t provide a WIFI modem in 2019!!!! I had to buy it myself and again no commitment in making a commercial gesture!!!