$19 (taxes in) a month for High Speed Internet 5mb unlimited downloads (Acanac) [Archive] - Page 3

mystery

Jul 7th, 2009, 10:42 PM

How is it a conflict of interest for me to come here and say that I am a happy customer, and that I have been since day one, way before I got my first referral? And that each and every referral I got is also very satisfied with the service?
It's very easy to ***** and moan, but you don't usually hear from the ppl who are happy with the service. I'm just trying to show potential customers that some people are getting good service. Am I not allowed to do so without being attacked? What's the point of stating that I am promoting the company and I am in conflict of interest, which btw is a nonsense in that case since I am only referring to my own personal experience.
Everyone is entitled to share their own experience, I would ask you to respect that.

Dgege,

I appreciate your feedback. I totally agree that everyone is entitled to share their own experiences and have their own opinions.

I have always been a proponent of free speech and differing opinions.

The reason why I and maybe others are dismayed with some of what's happening in this thread is because of comments like this which tries to close up open discussion of options:

Feel free to go to Teksavvy, 3web or whatever. But why, if I may ask are you guys PROMOTING the competition in an Acanac thread?

Create another one entitled: 3Web, XXX dollars a month plus tax and work it from there.

Create another for Teksavvy.

You love them so much? Go to that thread and enjoy your mutual admiration society. And please, don't come here and try to convince the others who are probably already Acanac subscribers about just how wonderful you have it over there.

Since when is discussing options to Acanac require a separate thread? No ISP is everything to everyone. Each has their pro's and con's, yet fredsmith wants to silence us and keep this an Acanac 'promotion' thread.

So maybe you'd like Imelda to come over with a spool of wire?

It might not even be a line problem. It could be a modem issue. It could also be a router issue. You might have a bad network cable. None of that stuff is Bell's to deal with.

Look. I know that the feeling of being powerless can be overwhelming. But my suggestion is to contact their support people and slowly and pleasantly ask them what it takes to get things fixed and how long it be at the outside. Then ask for an adjustment to your account to reflect the inconvenience you've been and continue to suffer.

The above was his response to some desperate user trying to contact Imelda because (at that time) he was unable to get a stable connection for over a week (in the end it was at least over two weeks and we never found out if his problem was resolved); Instead of being incensed with an ISP who has dragged its feet in not resolving a user's long-standing connection problem, he defends them.

Don't you have better things to do than count up posts in a thread?

My motivation is to protect the world from idiots like you who come into threads like this and spout all sorts of garbage when they have no clue about the subject in question.

You are one, there are others; Some who couldn't get responses from support (becuse they were dumping the e-mails into their spam boxes and weren't checking - but to take the time to complain? Absolutely. To apologise? never.

No one ever comes back to say how they were wrong (I have stood corrected once or twice), but most of the loudest complainers simply seem to fade away or they try to attack my integrity (you would be one of those). And, would it be so terrible if I DID work for Acanac? But I don't.

As it happens Imelda isn't very technical and her replies are often, well, a bit wishy washy so I'll often jump in with an answer of my own either in addition to something she's said or before she replies. Either way the readers get the whole tory . . . and you have a problem with this?

You and a couple of the others have very weird ideas and someone who understands the technology has to be the counterpoint. I've elected myself.

My response to which he could never reply, but instead chooses to obfuscate obfuscate obfuscate:

I would like you to quote any 'garbage' you claim I have posted.

I will happily quote the weird things you have posted here if you want and my response.

And I wasn't the one counting your inordinate number of posts. Someone else has done so for all of us.

Facts speak for themselves. Quote us to back up your generalities.

fredsmith_acanac indeed!

By the way the only thing I called him before he called me 'DUMB AS A STUMP', was fredsmith_acanac. Supposedly it doesn't bother him because he says it isn't true.

Oh, and just because I provide a link from this thread to another one concerning 'Acanac Renewal' issues in order too share RELEVANT information, he has the nerve to post on there somehow saying by doing so I am doing something wrong by 'stirring the pot'.

User Mystery, as part of his policy of stirring the pot posted a link to this thread that I had not noticed. I see where he has also stirred the pot here.

I won't bother quoting the latest posts as you can easily read those if you wish.

Now after this post, what you will probably see is fredsmith's typical response: a lengthy generalized post with broad statements and nothing to back it up, misleading statements, and then trying to deflect the points on different tangents.

People here are not dumb and remember, so while I applaud your sympathy for him, you should read some of these posts in order to get the big picture and understand the frustration that some of us have.

signup

Jul 7th, 2009, 11:42 PM

I think the best person to answer in Acanac queries is their rep not the Sheman (Fredsmith) one sided, he's just making this thread long and not very informative. That's why people here is ganging up on him because he is just soooooooooooooooooooooo annoying.

rdx

Jul 7th, 2009, 11:44 PM

I have been using Acanac since June 26, so far so good.

Just tested the speed two mins ago and got 4.98 Mb !!!

http://www.speedtest.net/result/512544764.png

But don't understand when I checked 5 mins ago, it was 3.14 Mb (Note: the last 10 times I checked in the last week was over 4.5 Mb). Maybe it is due to the wireless signal from my router.

http://www.speedtest.net/result/512544165.png

fredsmith

Jul 7th, 2009, 11:52 PM

has anyone tried voip on acanac line

I have a VOIP line from Acanac that I have had for the past two years and use as a spare line at home with an ATA and take with me when I travel.

When I travel I access the service using a softphone on one of my laptops, over either hotel or business partner LANs. I've also used it over commercial WiFi connections and even over 3G cellular networks.

Acanac resells someone else's service - the price is as good as it gets for what they deliver - a lot like their internet service.

When VOIP works, it works perfectly. You could not tell that the call was IP-based. You get full call display, call waiting, call forwarding, voicemail (which can be delivered to your e-mail inbox (which is how I use it), 3 way calling and a lot more.

But when there is congestion, the voice quality can degrade badly and calls can (and some will) be dropped.

And, not that I'm suggesting that it always has issues, but there are enough problems that you will be excusing yourself to your callers from time to time.

This isn't just an Acanac issue, but one related to all hosted VOIP - when the going gets tough, the connection dies.

I appreciate that I can get local calls direct to my hotel room when I travel and that I can call out to anywhere in North America included with the service from literally anywhere in the world, but I would not dump my POTS line . . . for reliability conventional analog telephony has it head-and-shoulders over VOIP technology and over virtually any of the other alternatives, such as cable telephony or 3G wireless services.

fredsmith

Jul 7th, 2009, 11:55 PM

I have been using Acanac since June 26, so far so good.

Just tested the speed two mins ago and got 4.98 Mb !!!

But don't understand when I checked 5 mins ago, it was 3.14 Mb (Note: the last 10 times I checked in the last week was over 4.5 Mb). Maybe it is due to the wireless signal from my router.

If you really want to properly check your connection plug directly into your router and use Acanac's internal speed test - that eliminates many of the variables.

Acanac's speed test can be found at:

http://www.acanac.ca/speedtest/

sf1

Jul 8th, 2009, 12:00 AM

Ok here's my unbias feedback for Acanac,
I used it in year 2007 thanks to RFD because it was cheap
it wasn't bad at all,
only time was bad when they were giving out free trials on RFD, i got a lot of disconnects and slowness.
but after that I was getting the same speed as bell or teksavvy, zero disconnect, although latency from speedtest.net was a bit higher.

on the cancelling part, well I knew my 1 year contract was about to expire, I am a safe person so I emailed their support 60 days ahead of time, they offered me something like $25.xx a month for 2 years, but I said no because I don't want to lock in for 2 years and i dont have any referral. So they didn't do the automatic renewal for me and it was cancelled, no string attached.

I know some of you are having tough times with Acanac, but I was one lucky and happy customer. I am in Markham area if that makes any difference.
I wished they could have offered me the same $18.95 to have me stay for 2 years, but I know they were doing it below their cost so no complain.

mech9t5

Jul 8th, 2009, 11:35 AM

ItemFinder

Jul 8th, 2009, 11:44 AM

What happens if I'm nearing the end of my discounted year one, and decide to let another member of my household sign-up for the promotion. Is there any negative consequence to that?

mech9t5

Jul 8th, 2009, 11:56 AM

So?

Are you still with Acanac? What line rate are you running these days?

there you go attacking me when you either have no clue or are just choosing to ignore facts. just as you did the first time around. When people are sharing their bad experience with Acanac it is referred to as "whining" or "complaining".

The reason why people don't like your posts is simply because you automatically assume it is the customer who has the problem. That is EXACTLY how Acanac treats their customers when you need help.

In case you didn't know, people don't like that.

And of course I am not with Acanac. They are garbage. They are the worst provider I have been with. Why would I continue with Acanac if they have poor customer service, poor speeds, and frequent disconnects and downtime?

It isn't even cheap after the promo. $34 a month paid 1 year in advance plus $8 a month for dry loop (also paid 1 year in advance) is not cheap especially with such poor service. I have never paid more than $40 for internet and I don't intend to start now with Acanac.

dgege

Jul 8th, 2009, 12:53 PM

did i say you can't share your own experience? I said your opinion is BIASED because of a conflict of interest. You have something to gain by posting a positive experience.

People who share a good experience and do not have anything to gain has a more valuable opinion.

You're basing the fact that my opinion is biased on the fact that I have gotten free internet. But if you review this thread, you will see that I have already stated my positive experience way before I even got close to 10 referrals. And I'm just restating it.

mocha'n'me

Jul 8th, 2009, 01:15 PM

Imelda_Acanac

Jul 8th, 2009, 02:06 PM

The first year discounted deal is only available
once per customer/household using the same
address, phone number, credit card, although
there are customers who have more than one
location with each address getting the promo deal
at the same time.

Imelda O. Suzara
Acanac Rep

What happens if I'm nearing the end of my discounted year one, and decide to let another member of my household sign-up for the promotion. Is there any negative consequence to that?

sklm

Jul 8th, 2009, 05:32 PM

Now if only I could find a way to avoid bell or cogeco for cable services.Have you considered over-the-air antenna?.. It provides even better HDTV than cable. Although, choice of free HD channels is limited, of course. But I am getting 14 HD, even at my unfortunate north-oriented location, and this is essentially the same as Rogers HDTV package.

Back on the topic though... Question for Acanac users/reps. If I wanted to get Naked DSL, would I absolutely have got to buy modem from Acanac? Because $50 seems to be a wee too much, can get it for significantly less elsewhere...

mystery

Jul 8th, 2009, 05:41 PM

I'm not an Acanac user, but you can use any DSL modem that works with an Ontario ISP.

ketchudj

Jul 8th, 2009, 10:45 PM

I've only had acanac for a couple of months but only have positive things to say. I don't have anything to gain or lose by posting my opinion. I think the current deal for the first year is great.

When I get closer to the end of my first year I will check out the other options. And yes, I will inform acanac well ahead of time if I chose to switch. There is many options available. I am happy I chose acanac this time around. It's a great escape from bell services. Now if only I could find a way to avoid bell or cogeco for cable services.

Those people that have received enough referrals for free internet for life are lucky. I'm glad I could help another person out by giving them my referral.

I'm also seriously considering adding acanac phone service.

Do try their $19 per month deal, you really can't beat it, but don't expect any support. Also don't expect that if you are stupid enough to continue on with them, that they will let you cancel during the next year term.

The phone service is bad- I had tons of connection problems. I then tried to cancel it after 6 months (never got around to it but didn't use it) and they told me I owed THEM money. Well to be precise, first they told me I would get a partial refund, and then the renigged and told me I would have to pay them to cancel. I don't have the 2-3 hours to wait on the phone to get this sorted out, and they are not responding to emails anymore.

Try the internet for a year, then switch to techsavvy.

Totoriko

Jul 8th, 2009, 11:28 PM

Another update from me:

I keep getting disconnections on a regularly basis. The modem just lose connection at random times, maybe 2-3 times a day, maybe more since I'm not at home all day.

I contacted support and they say my sync speed are too high and can cause DSL to be unstable. They want to send someone over. When I asked to what speed my downstream will be lowered to, I got no reply (twice). Things were fine in the first month, rarely got disconnects. Now I have to reset my modem at least twice a day. Very annoying to say the least.

jamewoong

Jul 9th, 2009, 09:25 AM

Fergless

Jul 9th, 2009, 12:13 PM

Just wanted to say hello to Imelda and all you Acanamaniacs.
Hope you're all having a great Summer. Enjoy.

signup

Jul 9th, 2009, 01:47 PM

Imelda_Acanac

Jul 9th, 2009, 02:07 PM

Acanac does have customer service using various media:
online contact form, email, live phone, online forums,
and store and head office, with a repair ticketing system.
Most customers accounts after the initial setup require
feedback, usually initiated by the customer for speed and
connection, because even if staff sees the statistics in
profiles of customers in Portal, we still have to confirm
with customer what they are getting on their end at home
to troubleshoot correctly. Thus the complaints of customers
actually helps us know what is going on in their homes.
Techs of Bell for the line/hardware and Acanac for
the diagnosis/software read or listen to customer complaints
and analyze their profiles in Portal and home setup to find out the
problem and possible solution. It can take a few repair tickets before
the best profile for speeds and connection is found for each customer's
location. If no technical solution is found, then customers cancel
and Acanac loses money. Thus, complaints are taken seriously.
But as Paul Louro, President of Acanac said 'The main difference
is that we setup more orders than they do so it looks a bit worse.
We setup more new accounts in one day than most of our
competitors do in 6 months.'

Imelda O. Suzara
Acanac Rep

there you go attacking me when you either have no clue or are just choosing to ignore facts. just as you did the first time around. When people are sharing their bad experience with Acanac it is referred to as "whining" or "complaining".

The reason why people don't like your posts is simply because you automatically assume it is the customer who has the problem. That is EXACTLY how Acanac treats their customers when you need help.

In case you didn't know, people don't like that.

And of course I am not with Acanac. They are garbage. They are the worst provider I have been with. Why would I continue with Acanac if they have poor customer service, poor speeds, and frequent disconnects and downtime?

It isn't even cheap after the promo. $34 a month paid 1 year in advance plus $8 a month for dry loop (also paid 1 year in advance) is not cheap especially with such poor service. I have never paid more than $40 for internet and I don't intend to start now with Acanac.

Imelda_Acanac

Jul 9th, 2009, 02:27 PM

ashomar

Jul 9th, 2009, 02:50 PM

same here... weird is no problem occurs when i was with BELL. so the problem is ACANAC's fault and not BELL.

Same here, I emailed Acanac Technical Support and they contacted Bell to check my line. I still have to reset the meoded but not as often as it used to be. This never happened when I was with Bell.

mystery

Jul 9th, 2009, 02:51 PM

Acanac does have customer service using various media:
online contact form, email, live phone, online forums,
and store and head office, with a repair ticketing system.
Most customers accounts after the initial setup require
feedback, usually initiated by the customer for speed and
connection, because even if staff sees the statistics in
profiles of customers in Portal, we still have to confirm
with customer what they are getting on their end at home
to troubleshoot correctly. Thus the complaints of customers
actually helps us know what is going on in their homes.
Techs of Bell for the line/hardware and Acanac for
the diagnosis/software read or listen to customer complaints
and analyze their profiles in Portal and home setup to find out the
problem and possible solution. It can take a few repair tickets before
the best profile for speeds and connection is found for each customer's
location. If no technical solution is found, then customers cancel
and Acanac loses money. Thus, complaints are taken seriously.
But as Paul Louro, President of Acanac said 'The main difference
is that we setup more orders than they do so it looks a bit worse.
We setup more new accounts in one day than most of our
competitors do in 6 months.'

Imelda O. Suzara
Acanac Rep

Unfortunately live phone support is only available as follows per Acanac web-site:

DSL Phone Support :
Mon-Fri 9am-12am
1-866-281-3538

This leaves out 12 am - 9 am weekdays, and all of the week-end.

If you cannot even get a connection and don't have backup internet, how are you supposed to send an e-mail support message?

One could be down for the whole week-end before anyone at Acanac even starts to look at the problem.

Imelda_Acanac

Jul 9th, 2009, 03:08 PM

Customers can buy other modems and configure
themselves. Some are posted in the community
forum https://community.acanac.com/acanac/viewforum.php?f=9 .
Acanac sells and supports (live phone technical) the
Lynx210 and Aztech600EU and preconfigure to simply plug in
plus it can be bought back if you cancel, but without obligation.

Imelda O. Suzara
Acanac Rep

Have you considered over-the-air antenna?.. It provides even better HDTV than cable. Although, choice of free HD channels is limited, of course. But I am getting 14 HD, even at my unfortunate north-oriented location, and this is essentially the same as Rogers HDTV package.

Back on the topic though... Question for Acanac users/reps. If I wanted to get Naked DSL, would I absolutely have got to buy modem from Acanac? Because $50 seems to be a wee too much, can get it for significantly less elsewhere...

spong

Jul 9th, 2009, 03:39 PM

Unfortunately live phone support is only available as follows per Acanac web-site:

DSL Phone Support :
Mon-Fri 9am-12am
1-866-281-3538

This leaves out 12 am - 9 am weekdays, and all of the week-end.

If you cannot even get a connection and don't have backup internet, how are you supposed to send an e-mail support message?

One could be down for the whole week-end before anyone at Acanac even starts to look at the problem.

+1: Happened to me 3 or 4 times last year

mech9t5

Jul 9th, 2009, 04:53 PM

I understand you work for Acanac and have an obligation to defend them. And I'm sure there are customers who have had positive experiences. My problem is people like fredsmith who tell me I'm the problem when I post my experience.

I've called many times and opened many tickets about poor performance. I got slow speeds around 1Mbit down and 5kBits up very often and ping times were 150 to 200ms regularly. At that point I was happy when I got 2Mbit down and 300kBits up. My issues were never resolved. The problem was always with my equipment (router, modem, computer, inside wiring, etc) or Bell.

After about 4 or 5 calls, I was told by Acanac "customer service" that they could no longer troubleshoot my issue without sending a Bell tech to my premises but if there was no problem on site I would be charged $75. I told them no way I was paying $75 especially since I KNEW nothing was wrong on my side. The response from Acanac was basically there was nothing they could do.

At the second location where I had Acanac installed, speeds were decent but there were frequent drops and downtimes.

I simply stopped calling because I gave up. I decided to wait out my year and quit. Which is exactly what I did.

When it came time to cancel, it took them 10 days to finally agree to cancel my account after a lot of back and forth about why I want to cancel. At one point, I just told them to "just do it" (paraphrased). The ticket was ignored for 3 days until I sent another message. Luckily I did it 2 weeks in advance. But despite having canceled in advance and having a confirmation that auto renew was removed, I received an invoice for $407.40 + $96!! Luckily my credit card on their file had expired and Acanac couldn't get my money.

Terrible.

Acanac does have customer service using various media:
online contact form, email, live phone, online forums,
and store and head office, with a repair ticketing system.
Most customers accounts after the initial setup require
feedback, usually initiated by the customer for speed and
connection, because even if staff sees the statistics in
profiles of customers in Portal, we still have to confirm
with customer what they are getting on their end at home
to troubleshoot correctly. Thus the complaints of customers
actually helps us know what is going on in their homes.
Techs of Bell for the line/hardware and Acanac for
the diagnosis/software read or listen to customer complaints
and analyze their profiles in Portal and home setup to find out the
problem and possible solution. It can take a few repair tickets before
the best profile for speeds and connection is found for each customer's
location. If no technical solution is found, then customers cancel
and Acanac loses money. Thus, complaints are taken seriously.
But as Paul Louro, President of Acanac said 'The main difference
is that we setup more orders than they do so it looks a bit worse.
We setup more new accounts in one day than most of our
competitors do in 6 months.'

Imelda O. Suzara
Acanac Rep

jamewoong

Jul 9th, 2009, 05:27 PM

For customers getting over 5M+ on the line, it can become
unstable and disconnect but it also depends on your home
setup, other equipment you use such as router and the
configuration and setup with the modem and computer.
Have you tried an internet optimizer to improve connection
http://www.speedguide.net/downloads.php ?
If you need a repair ticket, feel free to pm me again
with your home setup.

Imelda O. Suzara
Acanac Rep
i don't think this is a sincere answer.

- bell guy comes and no problem on the line
- could be acanac modem, but ur the one that send it to us, how can u blame on ur own equipment?
- optimizer, no way! because of that, i have to restart once / week because of winsock error...

this is the reason why there are so much acanac hater... acanac runs for several year and u guys don't even find a way to cut some problem down... instead of investing in technology, u recrute staffs to answer people problem and make the case even worse... dont care after all. giving Acanac a name to beat other concurence is way better... >_>

now, SAME crappy problem keep on and on...

signup

Jul 9th, 2009, 06:15 PM

i don't think this is a sincere answer.

- bell guy comes and no problem on the line
- could be acanac modem, but ur the one that send it to us, how can u blame on ur own equipment?
- optimizer, no way! because of that, i have to restart once / week because of winsock error...

this is the reason why there are so much acanac hater... acanac runs for several year and u guys don't even find a way to cut some problem down... instead of investing in technology, u recrute staffs to answer people problem and make the case even worse... dont care after all. giving Acanac a name to beat other concurence is way better... >_>

now, SAME crappy problem keep on and on...

That's why I bought a TPLink 8816 because I thought their supply modem has a problem but the outcome still the same needs to reset my new modem ounce in a while. PC connected directly to modem and don't have any router...so I can confirm that it's their line is not stable.

Mootso

Jul 9th, 2009, 06:45 PM

My speed test results with Acanac:

http://www.speedtest.net/result/513985887.png (http://www.speedtest.net)

I've been with Acanac for almost a year now (time to try and re-negotiate my contract). I think my DSL has gone out once for a few hours. One day I had multiple disconnects. Otherwise the service has been good.

Can Bell or Teksavvy beat Acanac's $33.95 per month price? It would be great if I could pay around $25 per month.

rdx

Jul 11th, 2009, 11:10 AM

I just tested the speed and got 5.03. But, I got 3.xx a couple days ago. Just wondering why the speed frustrates.

http://www.speedtest.net/result/515156653.png (http://www.speedtest.net)

Sergio

Jul 11th, 2009, 11:28 AM

In Quebec, Bell is promoting 24.95+wireless modem (3.95)+taxes.

I just did the update from Bell basic DSL to Bell Performance. I also get 60Gb of limit per month.

Take care..
Sergio

Can Bell or Teksavvy beat Acanac's $33.95 per month price? It would be great if I could pay around $25 per month.

Tonberry

Jul 11th, 2009, 11:32 AM

Just have it work with my own modem. Not 5M but I am satisfied enough. No disconnect for now...

http://www.speedtest.net/result/515169842.png (http://www.speedtest.net)

Imelda_Acanac

Jul 11th, 2009, 04:17 PM

Speed tests can fluctuate depending on
time of day taken, its server, what it
tests for, browser used, etc.

Online Speed Tests
If you want to check on your own, try these:
1) go to http://192.168.1.1 , use 'admin', 'admin',
click on Status, Modem Status, read your
Up and Down speeds.
2) go to http://www.acanac.ca/speedtest/
3) go to http://speedtest.net/

The first test is for the modem speeds
and is the closest one to speeds we see in Portal.
1) My modem speeds 5056/800.
2) Acanac speed test
Download Speed: 83855 kbps (10481.9 KB/sec transfer rate)
Upload Speed: 19378 kbps (2422.3 KB/sec transfer rate)
3) Speedtest
http://www.speedtest.net/result/515328138.png (http://www.speedtest.net)
I am using the staff's network browser which is even
faster the customers network browser /free online pc
speeds, but notice how my modem speed is only has 5M
but my browser speed is faster using Acanac's fiber optic
network (plus I have a wireless Airport Express router
attached to the Lynx210 modem)!

Imelda O. Suzara
Acanac Rep

I just tested the speed and got 5.03. But, I got 3.xx a couple days ago. Just wondering why the speed frustrates.

http://www.speedtest.net/result/515156653.png (http://www.speedtest.net)

Imelda_Acanac

Jul 11th, 2009, 04:39 PM

Even Bell advises rebooting (power off/on, not reset) modems
once a month for maintenance. Speed and connection have
various factors and modem, router and computer have to be
configured correctly with the line so that each setup is at its
best possible profile.
Read Bell website on modem reboot
http://internet.bell.ca/index.cfm?method=content.view&category_id=612&content_id=7813

Last week, I had a problem where websites were not
loading but Portal and the modem tests were showing
connection and 5M speed. I rebooted my modem and mac
which solved it. It was probably data congestion or
a disconnection between my modem and computer
communication.

Imelda O. Suzara
Acanac Rep

i don't think this is a sincere answer.

- bell guy comes and no problem on the line
- could be acanac modem, but ur the one that send it to us, how can u blame on ur own equipment?
- optimizer, no way! because of that, i have to restart once / week because of winsock error...

this is the reason why there are so much acanac hater... acanac runs for several year and u guys don't even find a way to cut some problem down... instead of investing in technology, u recrute staffs to answer people problem and make the case even worse... dont care after all. giving Acanac a name to beat other concurence is way better... >_>

now, SAME crappy problem keep on and on...

Imelda_Acanac

Jul 12th, 2009, 09:46 AM

I forwarded this concern over phone support being needed
when there is no internet connection on the weekends.
Paul Louro replied as below
'It's in the works, however we need to make sure we have enough reps to
fully support the call volume. In some ways it would cause more problems
having long wait times than no service. ( At least from a customers
perspective.)

Realistically we would need at least 10 reps for each of the two
shifts. That's a total of 20 staff members for the two days. It's do
able, however it will take a bit more time. Once our phone support
staff reaches about 100 it would be more feasible.'

Thank you for this valid suggestion to make Acanac serve customers
better and more competitive, since its customer base is growing.

Imelda O. Suzara
Acanac Rep

Unfortunately live phone support is only available as follows per Acanac web-site:

DSL Phone Support :
Mon-Fri 9am-12am
1-866-281-3538

This leaves out 12 am - 9 am weekdays, and all of the week-end.

If you cannot even get a connection and don't have backup internet, how are you supposed to send an e-mail support message?

One could be down for the whole week-end before anyone at Acanac even starts to look at the problem.

Imelda_Acanac

Jul 12th, 2009, 10:09 AM

Acanac has a Customer Referral Program where existing customers
in good standing can refer over new customers and get free months
of internet extending their renewal dates. By the 10th new customer
who stays past the first 30 days, you get internet free for life!
No other competitors offer such a life-time free internet for referrals.
It beats having to pay for it if you can get it FREE.
Since you are getting 5M, it should be easy for you to convince others,
plus it is the cheapest price for DSL internet for a year.

Imelda O. Suzara
Acanac Rep

My speed test results with Acanac:

http://www.speedtest.net/result/513985887.png (http://www.speedtest.net)

I've been with Acanac for almost a year now (time to try and re-negotiate my contract). I think my DSL has gone out once for a few hours. One day I had multiple disconnects. Otherwise the service has been good.

Can Bell or Teksavvy beat Acanac's $33.95 per month price? It would be great if I could pay around $25 per month.

CozmikDebris

Jul 12th, 2009, 06:39 PM

My Videotron contract expires in Aug. and I would love to rid myself of this POS company but do not have a land-line. If I wanted this deal would I have to get one or can I just use the wiring without having a Bell account? No way I'm getting one if I need to and will stick with Videotron if need be. But I don't want to....

I hate Videotron as much as anyone hates Bell, which I don't have a problem with.

Imelda_Acanac

Jul 13th, 2009, 12:37 PM

The line technology used for internet is different as Videotron
uses cable lines and Acanac uses phone lines of Bell. To
have DSL internet with Acanac, you need either an active phone
(wet loop) or no dial tone (dry loop) which is use of the line
at an extra $8 month or $96 year, plus DSL costs.

Videotron offers speeds up to 7M at $51.95 for a year subsciption
http://www.videotron.com/service/internet-services/internet-access/high-speed-internet
and Acanac up to 5M unlimited at $18.95 for 1st year subscription
($33.95/m next year) http://acanac.ca/DSL-feature.htm .

Imelda O. Suzara
Acanac Rep

My Videotron contract expires in Aug. and I would love to rid myself of this POS company but do not have a land-line. If I wanted this deal would I have to get one or can I just use the wiring without having a Bell account? No way I'm getting one if I need to and will stick with Videotron if need be. But I don't want to....

I hate Videotron as much as anyone hates Bell, which I don't have a problem with.

johngeush

Jul 13th, 2009, 01:34 PM

one thing you should know about dsl modem is after a power outage, or if the power was not stable (flash)

you should reboot your modem, because if you do not after a few day or hours, the modem can have problem connecting, it may disconnect sometime or not connect at all.

I work part time as tech support as a secondary job for a phone compagny who does dsl on their line and bell lines (not acanac, nor bell)...

also alot of thing can degrade a dsl signal unlike cable.

1) number of equipement connected in the phone line witout filter, everything except the modem must have a filter (including phone, fax and bell express/starchoice connected in the phone line, and in some case alarm system (but sometimes it cause problem with the alarm system, better check with the compagny of the alarm system))

2) the cable between the modem and the phone plug, it must be shorter than 10 feet, phone cable are cheap and can have problem with internet signal. the in wall phone cable are normally better quality (round cable), if your computer is not near a phone plug, you can always use a longer rg45 cable from the modem to your computer. a rg45 cable can be up to 100 meters witout any problem

3) you can also try another wall phone plug, the one you use can have "vert de gris" in it (dont know the word in english)

4) you can also test at the phone entry of your house (normally thats where all the phone plug in your house start) its near the breaker box, sometimes you have a phone plug where you can connect your modem

5) distance from the central will have an effect, if you have more than 5 km of cable from the central you wont be able to reach the limit.

I'm not saying the problem is from your end it could from acanac end or bell, but best put all the chance on your side.

sorry for the english but french is my primary langage

mjdavila

Jul 13th, 2009, 02:24 PM

okay.. so i thought id give dsl a try.. ive been with rogers for 10+ years and i love cable internet, the speed and reliability and constant speeds and zero throttling at all.. only problem is the stupid caps and the price keeps bumping.. (was paying around 55$ after tax (inc discounts)

so i switch to acanac...

install was easy and FAST.. i got my modem in like 2 days and it was working as soon as i plugged it in. the only issue is the speed... according to bell im only 1km from the CO.

but i've never gotten more than 2.5Mbps.. horrible! sometimes it seems even worse.. like dialup speed... like i said.. live close to the CO (one block away) i live in a 2year old condo... have filters on all my phones.. and have tested my modem at the demarkation point in my suite..

here's my speedtest:

http://www.speedtest.net/result/516552927.png (http://www.speedtest.net)

thats awful! why pay for internet? i might as well use teathering on my iphone.. its sad when my iphones almost faster than my 'high speed'...

anyway... nothing to say bad about acanac... its more just dsl.. not consistent and unrealiable.. my dsl has dropped many times as well...

bell's come to look at my line.. they say its perfectly fine in and out of my building.. they even swapped my port.. then are mystified at why my speeds suck...

so.. pretty much im screwed... dsl just wont be an option and im stuck with robbers again...

to say the least im disappointed.. at least one the good side rogers has a 3 months free promo with no contract and free modem and 50credit... also i miss getting speeds of 10MB/s constantly (yes upper case B) so... we'll see what happens..

Glories of Rogers:
http://www.speedtest.net/result/500359525.png (http://www.speedtest.net)

diverdown

Jul 13th, 2009, 03:12 PM

mjdavila,

Give it a week and you should hopefully see the speeds increase.

Note that the default test server that you used for your test is located in Montreal, QC. This will change to Toronto, Ontario once things are normalized on your network.

I changed from Cogeco to Acanac and although I am not getting the 10 MB/s I had previously with Cogeco, it it consistently above 4.2 MB/s which for me is fine (I mean seriously it is very rare to actually be able to download something at 10MB/s even if you have the connection).

Also, Acanac support appears to be responsive. Just give them a call and they may be able to help.

Good luck!!!

okay.. so i thought id give dsl a try.. ive been with rogers for 10+ years and i love cable internet, the speed and reliability and constant speeds and zero throttling at all.. only problem is the stupid caps and the price keeps bumping.. (was paying around 55$ after tax (inc discounts)

so i switch to acanac...

install was easy and FAST.. i got my modem in like 2 days and it was working as soon as i plugged it in. the only issue is the speed... according to bell im only 1km from the CO.

but i've never gotten more than 2.5Mbps.. horrible! sometimes it seems even worse.. like dialup speed... like i said.. live close to the CO (one block away) i live in a 2year old condo... have filters on all my phones.. and have tested my modem at the demarkation point in my suite..

here's my speedtest:

http://www.speedtest.net/result/516552927.png (http://www.speedtest.net)

thats awful! why pay for internet? i might as well use teathering on my iphone.. its sad when my iphones almost faster than my 'high speed'...

anyway... nothing to say bad about acanac... its more just dsl.. not consistent and unrealiable.. my dsl has dropped many times as well...

bell's come to look at my line.. they say its perfectly fine in and out of my building.. they even swapped my port.. then are mystified at why my speeds suck...

so.. pretty much im screwed... dsl just wont be an option and im stuck with robbers again...

to say the least im disappointed.. at least one the good side rogers has a 3 months free promo with no contract and free modem and 50credit... also i miss getting speeds of 10MB/s constantly (yes upper case B) so... we'll see what happens..

Glories of Rogers:
http://www.speedtest.net/result/500359525.png (http://www.speedtest.net)

Imelda_Acanac

Jul 13th, 2009, 05:06 PM

For activation and problems with the phone line � Acanac techs
open repair tickets for visits and checking by Bell techs
as per Bruce list below in Acanac's ticketing system:
Valid ticket Problem types are:
- Test@Test Failed
- No Sync
- Raise Profile
- Inter Sync
- Slow Speed
- Packet loss
- Mapping

For troubleshooting customers setup -- Acanac techs with
customers cooperation figure out the best setup for modem
and equipment, their order and configuration and diagnose
problems using Bell Portal and customers testing.

Sometimes it takes several tickets, tech calls and tech visits
to solve these connection and speed problems.

Imelda O. Suzara
Acanac Rep

mjdavila

Jul 13th, 2009, 06:11 PM

tebore

Jul 13th, 2009, 09:26 PM

For some reason my speeds on the montreal server are faster than the toronto one:

http://www.speedtest.net/result/516712665.png (http://www.speedtest.net)

but i've dealt with acanac support and bell techs twice.. from what the last bell tech told me - it sounds like theres no further action they can do...

and it's been about 2 weeks.. still nothing over 2.5..

I would try testing with the NYC or Chicago(seems to be gone) servers. I noticed that at certain times the QC and ON servers would display some kind of traffic shaping. It would start at nearly 6mbps then drop to 1.5-2.5 and hold steady.

j0nny

Jul 14th, 2009, 06:27 PM

If I had another bell reseller supply me with dsl that
should mean that I would be able to use acanac right?
Turns out not so, there isn't dsl availability in my
neighbourhood (which is pretty new), what's the deal with this
I'm just confused and do not want to be paying 50 bucks for rogers.

frostamove

Jul 14th, 2009, 07:17 PM

Can someone fill me in? Sorry, too lazy to read the thread.

1. Do I have to buy a DSL modem?
2. Do you have to pay yearly?
3. Is the speed consistent? Especially the upload.

Thanks.

Imelda_Acanac

Jul 14th, 2009, 10:26 PM

If you pm me your name and number, I can
check in Bell Portal to see if Acanac serves
your location and what speeds are available.

Imelda O. Suzara
Acanac Rep

If I had another bell reseller supply me with dsl that
should mean that I would be able to use acanac right?
Turns out not so, there isn't dsl availability in my
neighbourhood (which is pretty new), what's the deal with this
I'm just confused and do not want to be paying 50 bucks for rogers.

Imelda_Acanac

Jul 14th, 2009, 10:40 PM

Here are the answers:
1. You do need a DSL modem and Acanac sells and
supports equipment it sells at $49.95 which can be
sold back if you cancel but without obligation. Or you
can buy one elsewhere.
2. The cheapest promo deal is the first year prepaid
but you can buy shorter terms: month, 3 mth, 6mth
http://acanac.ca/DSL-Terms.htm.
3. Depending on location setup configuration, line
quality, inside wiring, modem, profile, etc. the connection
can be stable. Upload speeds are up to 800Kb but
download up to 5M. We also have a faster fiber optic
network and SSH tunnel.

Imelda O. Suzara
Acanac Rep

Can someone fill me in? Sorry, too lazy to read the thread.

1. Do I have to buy a DSL modem?
2. Do you have to pay yearly?
3. Is the speed consistent? Especially the upload.

Thanks.

Thundercloud

Jul 15th, 2009, 08:50 PM

salchamp

Jul 15th, 2009, 09:13 PM

I live in Richmond Hill...been with Acanac for 4 weeks in think....but the speed has been constant at 5Mbps:

http://www.speedtest.net/result/518319294.png (http://www.speedtest.net)

Imelda_Acanac

Jul 16th, 2009, 10:52 AM

Acanac prices are prepaid and dependent on the term chosen
by customers. Most new customers choose the prepaid yearly
term because of the ongoing promotional discounted deal of
$18.95 month which is $227.40 prepaid for the year. For those
who chose monthly, the regular price is $39.95. Some try it
then upgrade to the yearly term to get a better discount.
All prices include taxes and no installation fees.
If you are getting 6M, that is more than the average 5M
for residential speeds! Plus access to our faster fiber optic network
with free online pc and SSH tunnel are not offered by other ISPs.

Imelda O. Suzara
Acanac Rep

I really wish Acanac would be more transparent about their pricing.

This page: http://acanac.ca/DSL.html shows that the regular price is $33.95.
And this page: http://acanac.ca/DSL-feature.htm also shows the regular price is $33.95 / month. No * or anything. And users have to go to http://acanac.ca/DSL-Terms.htm to see the full price.

So I was pretty suprised when the bill came to $39.95 + $8 dry loop fee.

I will be switching provider immediately. It's a shame because I get 6 MB speed and I liked the virtual PC tunneling.

bozotheclown

Jul 16th, 2009, 11:19 AM

How and where do we return the DSL modem after we cancel the contract with Acanac?

rdx

Jul 16th, 2009, 11:25 AM

I really wish Acanac would be more transparent about their pricing.

This page: http://acanac.ca/DSL.html shows that the regular price is $33.95.
And this page: http://acanac.ca/DSL-feature.htm also shows the regular price is $33.95 / month. No * or anything. And users have to go to http://acanac.ca/DSL-Terms.htm to see the full price.

So I was pretty suprised when the bill came to $39.95 + $8 dry loop fee.

I will be switching provider immediately. It's a shame because I get 6 MB speed and I liked the virtual PC tunneling.

$6 discount per month is 15%. I wouldn't mind prepaying it to get it. Can't get a rate of return at 15% anywhere for the deposit you paid in advance anyway :lol:

If you don't have landline, you will have to pay for dry loop. It doesn't matter which DSL provider you go, unless you switch to cable (Rogers).

Imelda_Acanac

Jul 16th, 2009, 11:29 AM

Imelda_Acanac

Jul 16th, 2009, 02:43 PM

Megabits (Mb) or Kilobits (Kb) measure speeds of transferring data,
usually per second (Mbps or Kbps).
Megabytes (MB) or Kilobytes (KB) measure size of data file.

Refer to http://wiki.answers.com/Q/What_are_megabytes_and_megabits

Today using Acanac's staff nx browser on our faster fiber optic network:
Acanac speed test
Last Result:
Download Speed: 92909 kbps (11613.6 KB/sec transfer rate)
Upload Speed: 16797 kbps (2099.6 KB/sec transfer rate)

Speedtest.net
http://www.speedtest.net/result/518847024.png (http://www.speedtest.net)
Download 800MB movie 4mins

Bell Portal (Kbs)
Downstream 5056
Upstream 800

Modem test (Kbps)
Ds rate 5056
Us rate 800

Imelda O. Suzara
Acanac Rep

j0nny

Jul 16th, 2009, 04:38 PM

Hi Imelda, I pm'ed you.

Totoriko

Jul 18th, 2009, 09:09 AM

For customers getting over 5M+ on the line, it can become
unstable and disconnect but it also depends on your home
setup, other equipment you use such as router and the
configuration and setup with the modem and computer.
Have you tried an internet optimizer to improve connection
http://www.speedguide.net/downloads.php ?
If you need a repair ticket, feel free to pm me again
with your home setup.

Imelda O. Suzara
Acanac Rep

Okay, I called Acanac support 3 times and they each told me different things. One blamed my setup, one blamed my router and one blamed my line speed. Finally I caved in and requested that my speed be dropped. The support guy told me it would be dropped to 6Mbit. After Bell called and said the line speed had been updated, I checked and the speed has been dropped to 5Mbit. It's no biggie IF it fixes my disconnection problems.
But no, I keep getting disconnections on a daily basis. Maybe about 10 times a day. So now I have a slower line and frequent disconnections.
I called support again and they asked me to do what's in this doc:
http://acanac.ca/docs/routersetup2007.pdf

Apparently my router is conflicting with the Acanac modem. I don't see how this can be the case when I set up my router to be DHCP client. All it's getting is the Internet feed from the modem and doing its job as a router. I'm not setting the router to itself authenticate with Acanac.

I'm starting to lose hope here guys.

aesop

Jul 18th, 2009, 09:23 AM

I was with Acanac for a year on the 20$ plan. It would disconnect randomly throughout the day for no reason. I just assumed it was my router since "support" didn't see any problems on their end.

I also requested multiple times to be upgraded to the 5mb profile since I was locked in at 3mb. After numerous emails and bell comming out nothing was resolved. Finally Acanac wanted me to be home so they could send out a bell technician which meant I had to take a day off work - not something I could do.

Once my contract was over I switched over to teksavvy - 1 phone call (to a human being!) and they sent out a support ticket to Bell; 24hrs later and I'm getting 5mb. I can't understand why Acanac couldn't do the same thing. :confused:

Close to two months with teksavvy now and so far - no random disconnects. I am paying more, but I would've been at 30/month with Acanac since my 1yr promo was up anyways.

acwong

Jul 18th, 2009, 10:31 AM

I was with Teksavvy before and getting around 100K/s (due to my distance from CO). After I switched to Acanac, it dropped to 50K and the tech support said "that's the best we can offer".

Quite unbelievable since these two companies technically are using the same bell network, but anyhow it clearly shows that Acanac is either not as capable as Teksavvy, or simply doesn't care as much.

Thank god there is a 30 days refund period.

fatpiggy

Jul 18th, 2009, 11:05 AM

Guys! I am about to switch over to ACANAC from Bell, but BELL is offering me $28.50 + tax per month for 12 months with no contract, 65Gb max download, plus they are very stable. Should I switch over? or go to Techsavvy for good?

mystery

Jul 18th, 2009, 12:01 PM

Imelda_Acanac

Jul 19th, 2009, 02:50 PM

Sometimes disconnections may also be due to
the modem and router configuration. Some modems
need to be on 'bridge' mode to be stable sync with
the router. The capacity is lower than it was before
your profile was lowered to 5M so it should be more
stable. What is your home network setup like?
If you pm me your home setup, maybe I can help
and ask technicians in support.

Imelda O. Suzara
Acanac Rep

Okay, I called Acanac support 3 times and they each told me different things. One blamed my setup, one blamed my router and one blamed my line speed. Finally I caved in and requested that my speed be dropped. The support guy told me it would be dropped to 6Mbit. After Bell called and said the line speed had been updated, I checked and the speed has been dropped to 5Mbit. It's no biggie IF it fixes my disconnection problems.
But no, I keep getting disconnections on a daily basis. Maybe about 10 times a day. So now I have a slower line and frequent disconnections.
I called support again and they asked me to do what's in this doc:
http://acanac.ca/docs/routersetup2007.pdf

Apparently my router is conflicting with the Acanac modem. I don't see how this can be the case when I set up my router to be DHCP client. All it's getting is the Internet feed from the modem and doing its job as a router. I'm not setting the router to itself authenticate with Acanac.

I'm starting to lose hope here guys.

Imelda_Acanac

Jul 20th, 2009, 11:21 AM

Sometimes, the ISP connection is okay but the server
of the website you are trying to access may be down for
various reasons. Is anyone else experiencing problems
accessing RFD forum since yesterday? I will email
their website to find out why it is so slow or inaccessible.

Copy of error message below:
Network Timeout
The server at www.redflagdeals.com is taking too long to respond.
The requested site did not respond to a connection request and the browser has stopped waiting for a reply.
* Could the server be experiencing high demand or a temporary outage? Try again later.
* Are you unable to browse other sites? Check the computer's network connection.
* Is your computer or network protected by a firewall or proxy? Incorrect settings can interfere with Web browsing.
* Still having trouble? Consult your network administrator or Internet provider for assistance.

Added reason :idea: : I called RFD office 416 628 3331
and spoke to staff who said that they are upgrading their
network since this weekend but it should be done by end of today.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Jul 21st, 2009, 03:35 PM

I received news from Fergless in Acanac's community forum
that another ISP, Caneris is now also offering an SSH tunnel
just like Acanac's as a workaround to throttling of torrents.

'Hi Imelda.
Just want to let you know Caneris now offers an SSH Tunnel.
http://www.dslreports.com/forum/r22688893-SSH-tunnel-bypass-throttling-now-available-for-Caneris-DSL
Cheers.'

Caneris
http://www.caneris.com/Support#sshtunnel

Acanac
http://acanac.ca/SSH-Tunnel-U.htm
https://community.acanac.com/acanac/viewtopic.php?f=21&t=8491&start=0&st=0&sk=t&sd=a

These solutions exist for heavy users during peak hours online.

Imelda O. Suzara
Acanac Rep

gordga

Jul 21st, 2009, 04:24 PM

tweetybird

Jul 21st, 2009, 04:38 PM

Yes switch over.
I love Acanac.

anything is much better than Bell, even if they give you $10/month, they will waste hours upon hours with account charge errors,

fatpiggy

Jul 21st, 2009, 10:33 PM

Funny, I called Bell for termination of my internet and they send me a packing material so that I can return my modem, as agreed. Except one thing, the packing material contains another modem. Now I have three modems from Bell...

BTW, can I use one of their modem for ACANAC connection?

Imelda_Acanac

Jul 22nd, 2009, 09:53 AM

There are customers who use modems from previous ISPs
and are able to configure on their own. You can also go
to the community forum to read their postings or ask a
tech moderator there questions
https://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0

Imelda O. Suzara
Acanac Rep

Funny, I called Bell for termination of my internet and they send me a packing material so that I can return my modem, as agreed. Except one thing, the packing material contains another modem. Now I have three modems from Bell...

BTW, can I use one of their modem for ACANAC connection?

Imelda_Acanac

Jul 22nd, 2009, 12:27 PM

Some homes which have alarm systems that
are connected to the phone can affect DSL internet
connection and speeds. This is considered an
'inside wiring' issue and either the alarm company
or phone company will install a POTS splitter/filter
if needed. Sometimes a filter will work which a
customer can do on his/her own purchasing one
from a store or online from a search.

From chat sessions with Acanac technicians
(please excuse abbreviations):
'(4:39 PM) imeldas: any one know how alarm systems reduce internt spd?
(4:39 PM) Kylan - DSL Support: well
(4:39 PM) Kylan - DSL Support: they need to be filtered
(4:40 PM) Kylan - DSL Support: if not then yes his speed will suck
(4:40 PM) Kylan - DSL Support: and the net ill drop
(4:40 PM) Kylan - DSL Support: if they cant just put a normal filter on it they need to call the alarm company
(4:40 PM) Kylan - DSL Support: sort it out with them
(4:40 PM) Kylan - DSL Support: nothing we can do for it here since thats considered inside wiring
______
'(11:13 AM) imeldas: and what if alarm is not in use
from prvs tenant. would it still affect dsl speeds and connctn?
(11:14 AM) JC DSL-Support Lord: well thats the real question...
i have seen it were there have been loose wires and that was
all and yes it affected speed and cx would experience interm sync'

Customers with alarm systems should contact
the alarm company first, then the phone company.

Imelda O. Suzara
Acanac Rep

chene

Jul 22nd, 2009, 12:42 PM

Dear Acanac,

I've spoke to both support and accounting@Acanac but have gotten delayed response. I hope I can get a clear answer here.

I'm an existing Acanac customer for 2 years. I'm thinking of switching to another provider with MLPPP support. I'm aware and using the ssh-tunnel workaround from Acanac but find it unacceptable. I get too many frequent disconnect from the ssh server; sure there are tools that maintains ssh-connection, but what is the point of that from a customer's point of view?

I emailed support@acanac asking about MLPPP support and was told that Acanac does NOT support it. I then email accounting@acanac indicating my intention to discontinue the service after my current contract expires (Aug 18). I got a reply from accounting@acanac asking me to *wait* while the accounting talks to his/her supervisor about this issue, and I have not heard back since.

so my simple question is this: Does Acanac support MLPPP or not, and if so, can an average customer get access to it? I'm more than happy to pay extra for the mlppp support.

Thank you for your time,

Fergless

Jul 22nd, 2009, 02:50 PM

There's also a new SSH Tunnel available that doesn't use the Free Online PC.
A leaner meaner version that reconnects automatically.

MLPPP was available until recently but not supported like another ISP we all know off (Teksavvy) :razz: They now support it.
Acanac will be offering MLPPP again after Torix accepts at full capacity.
No info available from Paul on that as yet.

pfkupfers

Jul 22nd, 2009, 04:03 PM

I am in desperate need of assistance to set-up my system. I have just received my Linksys SPA2102 VOIP router and am trying to set it up with my DLink DIR-615 Wireless Router, so I can use my laptop and Acanac VOIP services. I have Sympatico DSL at the moment.

Can someone explain to this non-techy how to correctly set-up my system so that I can use the wireless router?

When I set things up the way I've read online, my wireless does not work.

I would greatly appreciate if someone could give me step-by-step instructions.

Thanks.

Imelda_Acanac

Jul 23rd, 2009, 10:10 AM

I sent you a pm as well.

Order of Equipment
wall jack -- modem (bridged to disable its firewall) --
wireless router with ports -- on one
router port the voip ata (if you have voip)
to phone, and in other router ports the
computers or connect them wirelessly.
No filters on any with dry loop DSL.
Try doing username in router.
Sometimes you have to try different setups
and configurations for the best combination.

Also, you can call voip support at
1 866 281 3538 x2
Monday to Friday 9am to 12midnight.
Or in the community forum for voip
https://community.acanac.com/acanac/viewforum.php?f=40&sid=62fccab435d180ade964d5b372df7f6e

Imelda O. Suzara
Acanac Rep

I am in desperate need of assistance to set-up my system. I have just received my Linksys SPA2102 VOIP router and am trying to set it up with my DLink DIR-615 Wireless Router, so I can use my laptop and Acanac VOIP services. I have Sympatico DSL at the moment.

Can someone explain to this non-techy how to correctly set-up my system so that I can use the wireless router?

When I set things up the way I've read online, my wireless does not work.

I would greatly appreciate if someone could give me step-by-step instructions.

Thanks.

Imelda_Acanac

Jul 23rd, 2009, 10:49 AM

I asked Paul about this and he replied 'It's not ready yet.'
But some of the Acanac technicians use MLPPP,
such as 3 DSL lines with Acanac at 6Mb and 1 Teksavvy DSL line
6Mb totalling 4 x 6Mb = 24Mb. You need at least 1 DSL
line with an ISP that allows and authenticates the MLPPP
such as Teksavvy http://www.dslreports.com/forum/r22349807-MLPPP-changes .

Imelda O. Suzara
Acanac Rep

Dear Acanac,

I've spoke to both support and accounting@Acanac but have gotten delayed response. I hope I can get a clear answer here.

I'm an existing Acanac customer for 2 years. I'm thinking of switching to another provider with MLPPP support. I'm aware and using the ssh-tunnel workaround from Acanac but find it unacceptable. I get too many frequent disconnect from the ssh server; sure there are tools that maintains ssh-connection, but what is the point of that from a customer's point of view?

I emailed support@acanac asking about MLPPP support and was told that Acanac does NOT support it. I then email accounting@acanac indicating my intention to discontinue the service after my current contract expires (Aug 18). I got a reply from accounting@acanac asking me to *wait* while the accounting talks to his/her supervisor about this issue, and I have not heard back since.

so my simple question is this: Does Acanac support MLPPP or not, and if so, can an average customer get access to it? I'm more than happy to pay extra for the mlppp support.

Thank you for your time,

fng303

Jul 24th, 2009, 07:19 AM

My nephew renewed in January with Acanac and he has been having almost daily internet connection problems over the last 4 months. The first year
went well. But since renewal, it has been a pain. And I recommended
Acanac to him.

BELL has come 4 times and that last time, the tech brought his own modem
and right away the connection was good whereas the supplied Acanac modem
(which the tech said was old Bell modems) did not work prior and after the
Bell tech visit. And my nephew is with his THIRD Acanac supplied modem.

Since I have been having no issues with Acanac, we switched modems (mine
is the Lynx 320 used as modem only) and I started to experience multiple
disconnections over the next 3 days whereas my nephew did not have any.

Imelda_Acanac

Jul 25th, 2009, 10:30 AM

Acanac sells and supports these 2 DSL modems
Lynx210 and Aztech600EU, although some customers
buy other brands and configure on their own or
search the community forum for help
https://community.acanac.com/acanac/viewforum.php?f=9&sid=6de40a7978a47b1cde17f09f6bda8d38 .
If its configuration was not set correctly for the line, home
setup and other equipment, it will disconnect frequently.
If he has a router, the modem may have to be on 'bridge' mode.
Also, modems are like any piece of equipment, they depreciate
in performance with use and need to be repaired or replaced.
Acanac will exchange faulty modems if you bought one.

Imelda O. Suzara
Acanac Rep

My nephew renewed in January with Acanac and he has been having almost daily internet connection problems over the last 4 months. The first year
went well. But since renewal, it has been a pain. And I recommended
Acanac to him.

BELL has come 4 times and that last time, the tech brought his own modem
and right away the connection was good whereas the supplied Acanac modem
(which the tech said was old Bell modems) did not work prior and after the
Bell tech visit. And my nephew is with his THIRD Acanac supplied modem.

Since I have been having no issues with Acanac, we switched modems (mine
is the Lynx 320 used as modem only) and I started to experience multiple
disconnections over the next 3 days whereas my nephew did not have any.

chene

Jul 27th, 2009, 04:08 AM

Dear Acanac,

I'm an Acanac customer for 2 years and have decided to switch to another provider due to the lack of MLPPP support. I've previously posted here asking for you help regarding to cancellation policy; I've finally got a reply from Acanac. However, I find the following email from Acanac a bit unsettling. Can you please clarify for me:

in the email I got from Acanac, it says:

"Your account will be canceled on 2009-08-xx.

Acanac-Inc may purchase the modem back (if in good condition) but is not obligated to do so."

When I first signed up with Acanac, I deposited $49.95 towards modem: It was an used modem when I got it. Also, in the original invoice (electronic form), it clearly stated that the $49.95 was a *deposit* instead of *purchase*. I'm still using the modem and it is in the original working order.

So my questions are: if I ship the modem back to Acanac, how does Acanac determine if the modem is "in good condition"? If Acanac decided NOT to purchase the modem for whatever reason, is Acanac going to ship the modem back to me then?

Thank you for your time,

Imelda_Acanac

Jul 27th, 2009, 09:14 AM

Below are instructions for returning and getting
a refund for a modem purchased from Acanac.
As long as it is still working, you will get your
money back. If not, shipping will give instructions.

Return and Refund of Modem
When you want to return the modem for refund,
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com and after 2 weeks
if its condition is accepted as working, you will
get a refund by credit card or cheque.

MLPPP is coming but not ready yet said Paul Louro.
Although if you have 1 DSL line with Acanac
and another DSL line with Teksavvy authenticating
MLPPP, it will work. Keep up to date with the
MLPPP news in the community forum
https://community.acanac.com/acanac/viewtopic.php?f=22&t=7164&start=105&st=0&sk=t&sd=a&hilit=mlppp

Imelda O. Suzara
Acanac Rep

Dear Acanac,

I'm an Acanac customer for 2 years and have decided to switch to another provider due to the lack of MLPPP support. I've previously posted here asking for you help regarding to cancellation policy; I've finally got a reply from Acanac. However, I find the following email from Acanac a bit unsettling. Can you please clarify for me:

in the email I got from Acanac, it says:

"Your account will be canceled on 2009-08-xx.

Acanac-Inc may purchase the modem back (if in good condition) but is not obligated to do so."

When I first signed up with Acanac, I deposited $49.95 towards modem: It was an used modem when I got it. Also, in the original invoice (electronic form), it clearly stated that the $49.95 was a *deposit* instead of *purchase*. I'm still using the modem and it is in the original working order.

So my questions are: if I ship the modem back to Acanac, how does Acanac determine if the modem is "in good condition"? If Acanac decided NOT to purchase the modem for whatever reason, is Acanac going to ship the modem back to me then?

Thank you for your time,

Ryan

Jul 27th, 2009, 09:45 AM

Moved to shopping discussion since this is mainly just a discussion about Acanac's service now.

Imelda_Acanac

Jul 27th, 2009, 12:53 PM

Thank you I hope this Acanac thread continues
for RFD members who are Acanac customers
and those who are interested in comparing ISPs.

Imelda O. Suzara
Acanac Rep

Moved to shopping discussion since this is mainly just a discussion about Acanac's service now.

jjoaquin23

Jul 28th, 2009, 12:14 AM

Hi Imelda. Can you help me out. I order yesterday morning on the site for a years term and selected that I need a dsl modem shipped. However, I will be buying one from my friend. I have an open ticket but its yet to be replied. Thanks

Imelda_Acanac

Jul 28th, 2009, 10:32 AM

I need your name to check out the ticket.

Imelda O. Suzara
Acanac Rep

Hi Imelda. Can you help me out. I order yesterday morning on the site for a years term and selected that I need a dsl modem shipped. However, I will be buying one from my friend. I have an open ticket but its yet to be replied. Thanks

Imelda_Acanac

Jul 29th, 2009, 01:20 PM

A customer complained over the weekend
about his modem disconnecting frequently
and reported it could be due to being 'fried
from the storms' and requested an exchange.
Although it is Summer, Toronto has been raining
with lightning and thunder storms recently.
It would be smart to make sure all electrical
appliances are either disconnected from the
outlets or connected to a surge protector
power bar against sudden surges and outages
http://www.msc-smc.ec.gc.ca/education/lightning/index_e.html
http://www.hydroonenetworks.com/en/safety/safety_tips/surge_protection/
http://www.gregselectronics.com/surges.html
http://answers.yahoo.com/question/index?qid=20080531171120AAs2wBt
http://www.lightningrod.com/manual4_why.html

Imelda O. Suzara
Acanac Rep

Rubedizzle

Jul 29th, 2009, 08:09 PM

Hello Acanac,

Signed up for service on July 16th, was stressed by the person I spoke to on the phone when confirming the order that it WOULD take 8 business days from July 16th for my service to become activated. Received my modem promptly in the mail, set it up, and was not connected as of yet. I have called both Monday and Tuesday of this week (July 27th/28th) and was told that the service would become activated only 8 business days AFTER I signed up (which should have been yesterday, July 28th). I called in again today (July 29th, 2009, 9 business days) as my service was still not enabled, and was told by the customer service representative that my account should have been activated by July 22nd, 2009, and that up until now nobody has processed the activation. He then began to blame bell for not contacting me, and said he would "force the application through again", so that this time they'll contact me, but he cannot guarantee that they even will. I signed up for the 5mb residential dry loop setup, and have been told that I am being billed from July 16th (when I initially signed up), but that was now 2 weeks ago, and I am STILL without service. He placed the blame on bell not hooking up the dry loop, however I am an Acanac customer, and although I know you utilize bell's lines, it is still unacceptable for me to be dealing with this, and now blame being placed on other companies. I am now being told that the service will not be set up until August 5th, which is 20 days after I signed up for Acanac's service, and 20 days I am paying for without service.

I am hoping somebody can assist me in getting this resolved quickly.

Imelda_Acanac

Jul 30th, 2009, 09:06 AM

Sorry to hear about your case but sometimes delays
happen if something is missing in the order, such as
the unit number or incorrect phone. Bell will put it on
hold if something is wrong or missing in the order.
In cases of late activation, billing will change the renewal
date to the late activation date instead of the usual order
date of processing. Dry loop does take longer than regular
dsl. If you pm me your name, I can check for you
and follow up.

Sorry for the inconvenience and delays.

Imelda O. Suzara
Acanac Rep

Hello Acanac,

Signed up for service on July 16th, was stressed by the person I spoke to on the phone when confirming the order that it WOULD take 8 business days from July 16th for my service to become activated. Received my modem promptly in the mail, set it up, and was not connected as of yet. I have called both Monday and Tuesday of this week (July 27th/28th) and was told that the service would become activated only 8 business days AFTER I signed up (which should have been yesterday, July 28th). I called in again today (July 29th, 2009, 9 business days) as my service was still not enabled, and was told by the customer service representative that my account should have been activated by July 22nd, 2009, and that up until now nobody has processed the activation. He then began to blame bell for not contacting me, and said he would "force the application through again", so that this time they'll contact me, but he cannot guarantee that they even will. I signed up for the 5mb residential dry loop setup, and have been told that I am being billed from July 16th (when I initially signed up), but that was now 2 weeks ago, and I am STILL without service. He placed the blame on bell not hooking up the dry loop, however I am an Acanac customer, and although I know you utilize bell's lines, it is still unacceptable for me to be dealing with this, and now blame being placed on other companies. I am now being told that the service will not be set up until August 5th, which is 20 days after I signed up for Acanac's service, and 20 days I am paying for without service.

I am hoping somebody can assist me in getting this resolved quickly.

25jai

Jul 30th, 2009, 02:40 PM

Rubedizzle

Jul 30th, 2009, 03:13 PM

You should really make sure that your "renewal" date is changed to the date that you are having service, once you do have your service, or at least a reasonably date close to that, instead of July 16. Or tell them if you don't change it I dont want the service anymore and ask for full money back.

On a side note, it is so GREAT without fredsmith BSing everyone who has a slight tone of complaint about acanac and how he knows his crap so he is right. So much quieter now.

Well I have spoken to the Acanac representative and they resolved the initial issue, now I am waiting for the actual activation of the service. Hoping it is sometime soon, although a date other than August 5th hasn't been provided. Will update everybody as soon as service has been activated.

Psycho44

Jul 30th, 2009, 03:31 PM

Interesting and all along I thought it was just my old laptop causing the constant internet disconnection problems requiring me to click repair connection everytime.

I've had Acanac since March and really satisfied with it. The acanac modem is connected to my wireless router and my housemate also uses the wireless internet and never complained of any problem. So I'm thinking it's just an isolated problem to my notebook.

Acanac sells and supports these 2 DSL modems
Lynx210 and Aztech600EU, although some customers
buy other brands and configure on their own or
search the community forum for help
https://community.acanac.com/acanac/viewforum.php?f=9&sid=6de40a7978a47b1cde17f09f6bda8d38 .
If its configuration was not set correctly for the line, home
setup and other equipment, it will disconnect frequently.
If he has a router, the modem may have to be on 'bridge' mode.
Also, modems are like any piece of equipment, they depreciate
in performance with use and need to be repaired or replaced.
Acanac will exchange faulty modems if you bought one.

Imelda O. Suzara
Acanac Rep

jjoaquin23

Jul 31st, 2009, 12:36 PM

how do I know when everything is setup? do i recieve a phone call or email?

Imelda_Acanac

Aug 1st, 2009, 11:21 AM

Plug in your modem and wait for lights to show
activation and connection. I sent you a pm
for instructions and support also replied by email
to your request for setup.

Imelda O. Suzara
Acanac Rep

how do I know when everything is setup? do i recieve a phone call or email?

Imelda_Acanac

Aug 3rd, 2009, 01:01 PM

There are tv quality videos on pc through
webtv type of websites such as Joost
http://www.joost.com. I viewed Michael Jackson,
Billy Joel, Eurythmics, Air Supply, Eraserheads, J Lo on the Music
channels. The quality was high with minimal buffering
on visual but none on audio, even on full screen.
Depending on time of day, watching videos can be
easy or full of delays and buffering. Without downloading
watching quality videos on websites makes it easier
without worrying about viruses, storage, ram, etc.
For those who like watching videos or playing games
find websites that host them and go online during
off peak hours when there is minimal buffering/lag delays.

I checked my speeds on the regular browser:

Modem 5056/800
Portal 5056/800

Acanac speed test
Download Speed: 2640 kbps (330 KB/sec transfer rate)
Upload Speed: 556 kbps (69.5 KB/sec transfer rate)

http://www.speedtest.net/result/531564256.png (http://www.speedtest.net)

Imelda O. Suzara
Acanac Rep

cushiebunny

Aug 3rd, 2009, 11:06 PM

Imelda, I could really use your help here. We signed up for Acanac last March and have yet to have a reliable service. It seems they up our bandwidth every now and then and then our service seems fine for a short while. A week or two at most until all havoc begins again. Currently my DSL and VOIP are off more than they are on.
I am going for surgery soon and need for my VOIP to be working.
We have been in contact with Acanac by phone and through their complaints department several times. Heck, several times a week at times.
They keep saying it is a Bell issue, that our lines are bad. Bell of course is coming out about once a week it seems and saying our lines are fine. They have been in the house and checked everything. We replaced the ATA box at the beginning as Acanac said that must be the problem, and it was not.
We have jumped through every hoop on our end, and rang up a $300 cell phone bill the first month trying to get our service working.
We have since lost our cell phone as we can not afford that kind of monthly bill just trying to get our Acanac working.
When our phone is working I'll be on a call and hear beep beep beep beep beep 3X and then 'CLICK' as it disconnects. Pick it back up and there is a dial tone, make another call and sure enough the beeps return and again we are disconnected.
The internet service is not any better than the phone.
I am a frustrated bunny and running out of fur to rip out.
I need your help, and quick please as I am having surgery next week.

BTW, I only came to this thread as I was searching here at RFD for a replacement service.

Imelda_Acanac

Aug 4th, 2009, 09:09 AM

Sorry to hear about the frequent disconnections you are
experiencing with the internet and voip. I understand how
important communication is especially with your upcoming
surgery. I need your name and number to check the
status of your connection. Please pm me.

Imelda O. Suzara
Acanac Rep

Imelda, I could really use your help here. We signed up for Acanac last March and have yet to have a reliable service. It seems they up our bandwidth every now and then and then our service seems fine for a short while. A week or two at most until all havoc begins again. Currently my DSL and VOIP are off more than they are on.
I am going for surgery soon and need for my VOIP to be working.
We have been in contact with Acanac by phone and through their complaints department several times. Heck, several times a week at times.
They keep saying it is a Bell issue, that our lines are bad. Bell of course is coming out about once a week it seems and saying our lines are fine. They have been in the house and checked everything. We replaced the ATA box at the beginning as Acanac said that must be the problem, and it was not.
We have jumped through every hoop on our end, and rang up a $300 cell phone bill the first month trying to get our service working.
We have since lost our cell phone as we can not afford that kind of monthly bill just trying to get our Acanac working.
When our phone is working I'll be on a call and hear beep beep beep beep beep 3X and then 'CLICK' as it disconnects. Pick it back up and there is a dial tone, make another call and sure enough the beeps return and again we are disconnected.
The internet service is not any better than the phone.
I am a frustrated bunny and running out of fur to rip out.
I need your help, and quick please as I am having surgery next week.

BTW, I only came to this thread as I was searching here at RFD for a replacement service.

Imelda_Acanac

Aug 4th, 2009, 04:51 PM

I responded by pm and reading your ticket history for
your internet and voip. If the lines are okay as the Bell
techs note, then it can be the home setup of equipment
and configuration. Please reply regarding your home network.
If you currently have a modem, voip ata and pc, you may need
either a wireless router or an ethernet hub/switch to connect them all.
The equipment order would be jack to modem, modem to
hub/switch http://www.nhub.net/, and from hub you can connect several
equipment such as the voip ata and pcs. Ditto with wireless router for middle.

Imelda O. Suzara
Acanac Rep

Imelda, I could really use your help here. We signed up for Acanac last March...

GoodDeal

Aug 5th, 2009, 11:46 AM

I've switched from Rogers to Acanac about 1 month ago, and so far I'm happy with the service.

The only issue I noticed right from the beginning was that the DNS servers that Acanac provides were slow for me, so I switched to OpenDNS (which is free) and it solved the problem. Besides that everything has been great, I get a constant bandwidth speed of 6Mbps down & 0.6Mbps up.

Imelda_Acanac

Aug 5th, 2009, 04:34 PM

It helps technicians troubleshoot by knowing a customer's
entire home network setup and equipment which
can make a difference in how they will be in order and configured.

A) If you have a dsl modem, voip ata and pc
phone jack -- modem bridged -- ata ppp -- pc

B) If you have a dsl modem, wireless router, voip ata and pc
phone jack -- bridged modem -- wifi router doing ppp
then the ata connects to wifi router like a pc would along with the pc
You can setup modem -- ata -- router, but modem -- router -- ata is best.

C) If you decide to get an ethernet hub/switch
phone jack -- bridged modem -- ata doing ppp -- ata to hub/switch
and to pcs
Kylan advises 'its best to do ppp in the ata especially for voip.'

Dsl modem and voip ata have a separate username and password.
If you have voip then you will also need to program the voip
with your username and info for that.

Acanac has FAQ with voip and dsl configurations
http://faq.acanac.com/index.php?action=show&cat=0
and on commmunity forum with tech moderators
https://community.acanac.com/acanac/.

Imelda O. Suzara
Acanac Rep

jobby

Aug 5th, 2009, 11:56 PM

Do I need to get dry loop DSL if I want to avail internet only from acanac? I have a phone from teksavvy.

Imelda_Acanac

Aug 6th, 2009, 11:56 AM

I called Teksavvy and a rep said it's a regular line.
I chatted with Acanac techs and it should work
with our dsl internet, so no need for dry loop too.

Imelda O. Suzara
Acanac Rep

Do I need to get dry loop DSL if I want to avail internet only from acanac? I have a phone from teksavvy.

Imelda_Acanac

Aug 6th, 2009, 01:01 PM

For those enjoying the Summer outdoors, your own
home can be a 'wifi hot spot' with a modem and wireless
router setup and laptop with wireless card.
I did some speed tests to see how my home network
setup would be from indoors and outdoors.
Note that modem and line speed tests remain stable
but browser speed tests fluctuate depending on time/day
taken and how far the test host server is from your location
and how far your laptop is from your modem and router setup.

Bell Portal 5056/800
Modem test 5056/800 at http://192.168.1.1

Regular browser -- Firefox
Indoors about 3 feet from modem and wireless router
http://www.acanac.ca/speedtest/
Download Speed: 3877 kbps (484.6 KB/sec transfer rate)
Upload Speed: 581 kbps (72.6 KB/sec transfer rate)
http://www.speedtest.net/result/533943125.png

Outdoors about 50 feet from m/r
Download Speed: 2601 kbps (325.1 KB/sec transfer rate)
Upload Speed: 579 kbps (72.4 KB/sec transfer rate)
http://www.speedtest.net/result/533947349.png

Outdoors about 90 feet from m/r
Download Speed: 323 kbps (40.4 KB/sec transfer rate)
Upload Speed: 493 kbps (61.6 KB/sec transfer rate)
http://www.speedtest.net/result/533954343.png
_________
Using Acanac's fiber optic nx with browser Firefox.
Customers have access to the nx free online pc/tunnel version.

Indoors about 3 feet from modem and wireless router
http://www.acanac.ca/speedtest/
Download Speed: 55412 kbps (6926.5 KB/sec transfer rate)
Upload Speed: 12669 kbps (1583.6 KB/sec transfer rate)
http://www.speedtest.net/result/533942074.png

Outdoors about 50 feet from m/r
Download Speed: 18812 kbps (2351.5 KB/sec transfer rate)
Upload Speed: 16361 kbps (2045.1 KB/sec transfer rate)
http://www.speedtest.net/result/533948663.png

Outdoors about 90 feet from m/r
Download Speed: 18812 kbps (2351.5 KB/sec transfer rate)
Upload Speed: 16361 kbps (2045.1 KB/sec transfer rate)
http://www.speedtest.net/result/533958840.png

My home network setup:
Lynx210 modem router from Acanac with Airport Express wireless router
and a Macbook with wireless built in

Imelda O. Suzara
Acanac Rep

weedb0y

Aug 6th, 2009, 05:30 PM

Just got my Acanac hooked up on the date specified. Dryloop in Mississauga West.

http://www.speedtest.net/result/534149899.png (http://www.speedtest.net)

zander

Aug 6th, 2009, 10:44 PM

Do I need to get dry loop DSL if I want to avail internet only from acanac? I have a phone from teksavvy.

I called Teksavvy and a rep said it's a regular line.
I chatted with Acanac techs and it should work
with our dsl internet, so no need for dry loop too.

Imelda O. Suzara
Acanac Rep

I'm not sure if there is more than one call-in centre for Acanac, but I've spoken to several different reps over the past few days trying to solve a trivial matter and each and every last one of them kept insisting that Teksavvy was a digital voip provider, even while I kept insisting that this was regular analogue line that we were talking about. I have been so unimpressed by both the quality of knowledge and the (un)professionalism of presentation of said knowledge, that whereas I had nothing but praises to say to everyone about Acanac for the past several months, I am going to advise extreme caution from now on. Honestly, I can't wait for my one-year commitment to Acanac to end, so I can transfer out.

As long as you will not have a need to have contact with Acanac's tech support department, you will probably be happy with them. I was. If it was just one tech, I'd understand. From the experience I've had, it simply baffles my mind how this unit manages to stay in business. I can now fully understand why they pre-charge for an entire year. If I could get even a partial refund, I'd be out of there in a heartbeat!

Imelda_Acanac

Aug 8th, 2009, 11:53 AM

I tried it for one day transferring my cache to their cache
by changing the dns in my Airport Express router
http://www.opendns.com/support/cache/
But I realized while developing a website that having my own
cache in my computer is better. Some of the animated flash
elements were not loading the next day. Cache is an offline
storage stored in your computer for future visits to the same
websites. For browsing only, using Opendns may possibly be safe
and faster, although Acanac has its own dns servers for customers.
However, for those who develop websites, or
enter confidential info for banking and shopping online, or
enter passwords, having your own cache stored in your own
computer for future visits is probably safer than transferring
this cache storage elsewhere. I think personal information
such as bank and credit cards, and passwords, should only
be in your own computer's cache, not on a server somewhere.
For browsing websites only, Opendns possibly works for some
but even having your own computer cache (Firefox default is 50Mb storage)
for browsing makes visiting the same websites load faster.
'Domain name servers translate domain names to IP addresses.'
and Acanac dns servers are for those who get webpage errors:
For Preferred DNS Server: 66.55.0.11
For Alternate DNS Server: 66.55.0.13
Please read Acanac docs for dns http://www.acanac.ca/docs/
But for caching, it probably is better to keep it in your own computer.

Refer to:
Acanac docs for dns http://www.acanac.ca/docs/
dns http://computer.howstuffworks.com/dns.htm
cache http://www.microsoft.com/windows/ie/ie6/using/howto/customizing/clearcache.mspx

Imelda O. Suzara
Acanac Rep

I've switched from Rogers to Acanac about 1 month ago, and so far I'm happy with the service.

The only issue I noticed right from the beginning was that the DNS servers that Acanac provides were slow for me, so I switched to OpenDNS (which is free) and it solved the problem. Besides that everything has been great, I get a constant bandwidth speed of 6Mbps down & 0.6Mbps up.

Imelda_Acanac

Aug 9th, 2009, 12:40 PM

After the thunderstorm, I tried speed tests on an old laptop
Compaq with a Netgear adapter wireless card, Internet Explorer browser
http://www.speedtest.net/result/536004256.png (http://www.speedtest.net)

Macbook with Airport and Firefox browser
http://www.speedtest.net/result/536023400.png (http://www.speedtest.net)

Macbook with Airport and Acanac fibre optic nx for staff and Firefox
http://www.speedtest.net/result/536026150.png (http://www.speedtest.net)
Customers get to use the fibre optic using the free online pc and ssh tunnel.

This is with the same Lynx210 modem and Airport Express wireless router setup.
Portal profile/speeds 5056/800
Modem test 5056/800

I thought of thunderstorms and all the electromagnetic energy
from electrical products and technology and how storms probably
clear the air with all the ions, till the field builds up again.

Imelda O. Suzara
Acanac Rep

weedb0y

Aug 9th, 2009, 01:45 PM

I am very satisfied with Acanac so far!

Getting over 5Mbit at times on speedtests.

On that note, how does one setup SSH? I have emailed support to be added, let's see how long it takes.

taehoya

Aug 9th, 2009, 02:20 PM

I'm about a week into my new Acanac service and im pretty satisfied with it.

Speed is pretty good.

http://www.speedtest.net/result/536075661.png (http://www.speedtest.net)

weedb0y

Aug 9th, 2009, 10:37 PM

Just after the thunderstorm,

http://www.speedtest.net/result/536296348.png (http://www.speedtest.net)

Imelda_Acanac

Aug 10th, 2009, 09:55 AM

Acanac's community forum has information on it
https://community.acanac.com/acanac/viewtopic.php?f=21&t=8491
and on the website http://acanac.ca/SSH-Tunnel-U.htm.

Imelda O. Suzara
Acanac Rep

I am very satisfied with Acanac so far!

Getting over 5Mbit at times on speedtests.

On that note, how does one setup SSH? I have emailed support to be added, let's see how long it takes.

Imelda_Acanac

Aug 11th, 2009, 03:14 PM

Distance really is a factor in ping times and speeds.
Notice the higher ping times and farther distance in miles.
Doing speed tests using Speedtest.net from Toronto
using Acanac isp to host servers in other countries:

To Toronto, Canada
http://www.speedtest.net/result/537540993.png (http://www.speedtest.net)

To Quezon City, Philippines
http://www.speedtest.net/result/537542970.png (http://www.speedtest.net)

To Mexico City, Mexico
http://www.speedtest.net/result/537543818.png (http://www.speedtest.net)

To Harare, Zimbabwe
http://www.speedtest.net/result/537545287.png (http://www.speedtest.net)

To Ulaan Bataar, Mongolia
http://www.speedtest.net/result/537546149.png (http://www.speedtest.net)

To London, United Kingdom
http://www.speedtest.net/result/537547267.png (http://www.speedtest.net)

To Tashkent, Uzbekistan
http://www.speedtest.net/result/537553521.png (http://www.speedtest.net)

Using Acanac speed tests
Download Speed: 3306 kbps (413.3 KB/sec transfer rate)
Upload Speed: 556 kbps (69.5 KB/sec transfer rate)

Portal 5056/800
Modem test 5056/800

Modem and Portal speeds are usually stable
but browser speed test fluctuate depending on distance
and time of day/night taken.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Aug 11th, 2009, 06:55 PM

Checking out the Bell and Starbucks 'wifi hot spot' partnership
at the location on Front St. East and Frederick a few blocks
away from studio i garage. Did a speed test after logging on
using my Starbucks card while drinking an Americano coffee and
having eaten a banana nut bread slice:
http://www.speedtest.net/result/537765911.png (http://www.speedtest.net)

Acanac speed test
Download Speed: 1565 kbps (195.6 KB/sec transfer rate)
Upload Speed: 637 kbps (79.6 KB/sec transfer rate)

Imelda O. Suzara
Acanac Rep

unpossible

Aug 11th, 2009, 07:02 PM

i switched from Rogers to Acanac...and right now I couldn't be happier with my choice...knock wood :) Imelda is very helpful and communication was very quick

i'm mccowan and steeles area (scarborough) getting 4.3Mb down and 680Kb up...service went down once...but only for like an hour or so...but that was 2 weeks ago

Imelda_Acanac

Aug 13th, 2009, 11:51 AM

For people who are concerned about their personal
and property security, there are affordable camera monitoring
solutions. I finally installed a Motorola HMEZ1000 wireless
camera for the door to studio i garage. It is triggered by a
motion sensor to take photos or video/audio of activity outside.
It can also send these by email or cell phone alert. It took almost
a day to configure it all. It sends to and from my Acanac email
configured in Outlook Express on my old Compaq laptop
which remains on 24h/7d with a screensaver. This setup
costs less than $50 and I bought it from Factory Direct 2 years ago
http://www.smarthomeusa.com/ShopByManufacturer/Motorola/Item/HMEZ1000/faq/

Imelda O. Suzara
Acanac Rep

killer_chan

Aug 14th, 2009, 02:46 PM

The Canadian Radio-television and Telecommunications Commission has approved a request by Bell Canada to implement usage-based billing for its wholesale internet customers. ...The CRTC has given small ISPs 90 days to prepare for the implementation of Bell's usage-based billing.

http://www.cbc.ca/technology/story/2009/08/12/bell-crtc-internet-usage.html?ref=rss

Any comment on how this well effect Acanac's exisiting customers?

sa_wood

Aug 14th, 2009, 05:51 PM

http://www.cbc.ca/technology/story/2009/08/12/bell-crtc-internet-usage.html?ref=rss

any comment on how this well effect acanac's exisiting customers?

1+

Imelda_Acanac

Aug 15th, 2009, 01:28 PM

I forwarded this news to Pres. Paul Louro of Acanac which
provides unlimited downloading currently. I hope that unlimited
viewing, whether by downloading into your home computers,
or streaming from the video broadcasting host such as Video.ca,
Youtube.com, Vimeo.com will continue as is without passing extra costs
on to the viewers. The internet is a peer to peer based interactive
mass media and should be kept unlimited because the viewers also
upload their video content to these video hosts without expecting payment.
It is unfair that Bell which already charges for phone lines, also wants to
profit from viewing content which it did not provide. At least Rogers provides
the cable line and also partners with videographers and provides tv/video content,
so their fees are shared with the content providers. Most of the heavy users
are technicians who keep the internet technology operating and also videographers
and game developers adding content. It is unfair for the phone line company to penalize
such heavy users and their viewers/gamers by charging them extra, but if they do,
maybe they will at least share this extra viewing costs with the content providers
in return.

Imelda O. Suzara
Acanac Rep

http://www.cbc.ca/technology/story/2009/08/12/bell-crtc-internet-usage.html?ref=rss

Any comment on how this well effect Acanac's exisiting customers?

ymlccc

Aug 16th, 2009, 09:12 PM

raj1008

Aug 16th, 2009, 09:34 PM

Hi,

I went thru the same issues. I had constant disconnection issues for over a month. What was worse was the attitude of the CSRs.It was miserable. Out of the 4 times I called, I was spoken to well only once. One called my wireless router a piece of junk. Another said my wall jack was a problem.Mind you, no one had visited me yet to even prove that. And ofcourse there is a certain wannabe Acanac sidekick called fredsmith who adds to the misery by smart alec replies on this forum.

I kept complaining and they kept telling me a Bell tech was to visit but in a month he never did. Imelda was the only serious person and suggested a modem exchange. I was in no mood to spend more money on them unless they confirm it was the modem really because the Bell tech was still to visit and that possibility wasnt ruled out yet. So I just cancelled. Its not really worth all the heart burn. I wish you luck with your situation.

SAV_

Aug 16th, 2009, 10:35 PM

I'm have the same problem! I signed up a few months ago and it's been smooth sailing (other than the problem with the bell rep coming out) ever since.

Recently, every 5-10 minutes it cuts out and the modem loses the internet light and its been VERY unstable; when it does come back online its painfully slow, it takes 2-3 minutes to load a page with simple HTML. I haven't called Acanac but I think I will very soon. The worst part is, I have VOIP with Acanac so it's down 80% of the time.

Not too happy, but I guess you get what you pay for.

signup

Aug 16th, 2009, 11:34 PM

Hi Imelda,

Could you please give me a contact no. and address where can I drop the modem. Thanks!

ymlccc

Aug 17th, 2009, 10:25 AM

Let's get this going until they do something for me.

So I finally got the reply this morning without seeing any Bell technician at all. What Acanac support trying to tell me is "beyond their control".

That's pretty funny, I am also in the tech. support field, we do not manufacture all the parts ourselves, we never allow to tell customer since it's not manufactured by us, it's "beyond our control", so there's nothing we can do, sorry about that. As a manufacturer/service provider, every single parts you used in your machine is your responsibility. We try to resolve the issue with customer and contact suppliers in first place to find out what's the fastest and painless solution for that particular customer. Kicking the ball back to your suppliers will only make you look stupid. If they're that bad and irresponsible, why you use their parts anyways?

Try to improve your communication with BELL to get better support otherwise you will end up losing business.

Did Acanac offer any compensations to their customers? If yes, I sure want them to compensate for asking me sitting home whole day for NOTHING.

What do you say Acanac? Believe me, most of the time when this happens, a simple "I am sorry" won't help to resolve the situation.

Imelda_Acanac

Aug 17th, 2009, 10:49 AM

Frequent disconnections can have various causes:
1. wrong username/password configuration in modem -- ask billing for correct ones
2. modem with a router -- may need to be in 'bridge' mode with certain routers
3. filter between modem and phone jack -- remove filter
4. long phone cord for modem -- use short 6' less
5. defective modem -- exchange it if you bought one from Acanac or buy another
6. alarm system on phone wiring -- needs a pots splitter or disconnect alarm if inactive
7. lightning/thunder storms which affect electromagnetism in atmosphere -- use power bar
8. wrong order of equipment setup -- all equipment have to be in the correct order and configuration
so please contact support or me in this forum to figure out the best possible combination
or
9. line speeds and caps too high for far distance -- line profile is lowered for stability
A link to community forum for common dsl problems https://community.acanac.com/acanac/viewforum.php?f=21&sid=1d39f25f268467d724c3fd980a847e0d .
Note: rebooting (power off then on) modem also works for some disconnection problems
due to out of sync modem with line or data congestion

For a follow up to the status on your connection, do send me a pm with your name
and number. Bell technicians do not work on Sundays, ditto those with Acanac.

Imelda O. Suzara
Acanac Rep

:mad:

Well, I am having huge problem with Acanac recently. Since Friday morning my internet was unstable and getting disconnected every few minutes. And after I got the internet, the speed was terribly slow (2MB/s DOWN, and UP is the same). So I sent Acanac Tech. support a ticket, so they said they will sent a Bell technician to my place to check the line SUNDAY 16-AUG-09. I told the Acanac Tech. support that I will be free Friday 21-AUG-09, but no they insisted to send a technician SUNDAY. So I was home whole day today and NO ONE came to check my line. I mean what kind of service is that?!?!

The first year I definitely had less trouble with Acanac, but the second year was a living hell, at June-09 the modem went dead, and now the line is unstable. I thought it might be Bell was doing something but heck, I went to ask my neighbors, they're all fine with their DSL...

I also sent 2 messages to Acanac Tech. support this afternoon asking about the technician, no reply, no phone call at all.

Questionable service, and unreliable internet service. Think twice before you join Acanac. Thank god I didn't sign up 2 yrs with them...

Imelda_Acanac

Aug 17th, 2009, 11:20 AM

Return and Refund of Modem
When you want to return the modem for refund,
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com and after 2 weeks
if its condition is accepted as working, you will
get a refund by credit card or cheque.

Defective Exchange
Or if it is defective and you need an exchange,
return it and email shipping@acanac.com asking
for a replacement.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

Could you please give me a contact no. and address where can I drop the modem. Thanks!

tomtomtom

Aug 17th, 2009, 02:06 PM

ymlccc

Aug 17th, 2009, 02:20 PM

Well, just got off the phone with Acanac Tech.support. They asked me to call and ask for a manager... So he is not available but the only thing I can say is Acanac Tech.support is rude and not helping at all...

Oh.. the technician won't go to your place, they just need to check the local loop office... what kind of jock is that?! If technician do not need to come to my place why the hell they need to know what time is more convenient for me?! Now they said it's because my phone jacks have problem, it's bell not them, so call bell and ask them to send a technician to my place, Acanac is not going to ask bell to send a technician... but why I don't have such problem before?

Really nice Acanac... really nice.

raj1008

Aug 17th, 2009, 02:23 PM

I went thru the exact same pattern of events. Except that mine lasted over a month.

tjthemanto

Aug 17th, 2009, 02:44 PM

:mad:

Well, I am having huge problem with Acanac recently. Since Friday morning my internet was unstable and getting disconnected every few minutes. And after I got the internet, the speed was terribly slow (2MB/s DOWN, and UP is the same). So I sent Acanac Tech. support a ticket, so they said they will sent a Bell technician to my place to check the line SUNDAY 16-AUG-09. I told the Acanac Tech. support that I will be free Friday 21-AUG-09, but no they insisted to send a technician SUNDAY. So I was home whole day today and NO ONE came to check my line. I mean what kind of service is that?!?!

The first year I definitely had less trouble with Acanac, but the second year was a living hell, at June-09 the modem went dead, and now the line is unstable. I thought it might be Bell was doing something but heck, I went to ask my neighbors, they're all fine with their DSL...

I also sent 2 messages to Acanac Tech. support this afternoon asking about the technician, no reply, no phone call at all.

Questionable service, and unreliable internet service. Think twice before you join Acanac. Thank god I didn't sign up 2 yrs with them...

The problem with these guys is that they just lease/rent the lines from BELL and lot of times BELL screws up and that affects their service.

I think BELL doesn't want you to go with these other guys like Acanac et al so they probably service these other guy's customer's more poorly than their own subscriber's.

So everytime you have a technical problem with these third party internet provider's like Acanac , Distributel , CIA.com etc , first you have to call them & then they call BELL and the guy/techinician who comes to your house is actually from BELL and not from Acanac , Distributel , CIA.com etc .

Lot of times this BELL guy/technician or BELL head office screws up ( maybe delibrately or otherwise ) , so that you go back to BELL at a more expensive rate & don't stay with these other lower priced competitors .

I am with 3WEB for the last 9 years ( Now CIA.com ) .

After I joined 3WEB , BELL didn't activate my lines properly so I had slow speed for the first 15 days . I would call 3WEB and then they would call BELL & finally everything was resolved after the first 15 days . Now for the last 9 years ( expect for the first 15 days ) I have had amazing speed & price with 3WEB . I would have paid almost twice that cost for essentialy the same line/speed with BELL.

Only my bill says 3 WEB everything else is basically with BELL , but the price is half of what my BELL bill would be .

mystery

Aug 17th, 2009, 02:51 PM

The problem with these guys is that they just lease/rent the lines from BELL and lot of times BELL screws up and that affects their service.

I think BELL doesn't want you to go with these other guys like Acanac et al so they probably service these other guy's customer's more poorly than their own subscriber's.

So everytime you have a technical problem with these third party internet provider's like Acanac , Distributel , CIA.com etc , first you have to call them & then they call BELL and the guy/techinician who comes to your house is actually from BELL and not from Acanac , Distributel , CIA.com etc .

Lot of times this BELL guy/technician or BELL head office screws up ( maybe delibrately or otherwise ) , so that you go back to BELL at a more expensive rate & don't stay with these other lower priced competitors .

I am with 3WEB for the last 9 years ( Now CIA.com ) .

After I joined 3WEB , BELL didn't activate my lines properly so I had slow speed for the first 15 days . I would call 3WEB and then they would call BELL & finally everything was resolved after the first 15 days . Now for the last 9 years ( expect for the first 15 days ) I have had amazing speed & price with 3WEB . I would have paid almost twice that cost for essentialy the same line/speed with BELL.

Only my bill says 3 WEB everything else is basically with BELL , but the price is half of what my BELL bill would be .

It is NOT just a matter of leasing the lines from Bell. The ISP has to have their own back-end setup with their own servers.

These problems could be the leased line or it could be the ISP's infrastructure.

Imelda_Acanac

Aug 17th, 2009, 02:57 PM

I sent you a pm too that it is set for this Friday morning.
Not all tech visits require contacting customer nor access
to inside, but they will call you the day itself if needed.

Imelda O. Suzara
Acanac Rep

Well, just got off the phone with Acanac Tech.support. They asked me to call and ask for a manager... So he is not available but the only thing I can say is Acanac Tech.support is rude and not helping at all...

Oh.. the technician won't go to your place, they just need to check the local loop office... what kind of jock is that?! If technician do not need to come to my place why the hell they need to know what time is more convenient for me?! Now they said it's because my phone jacks have problem, it's bell not them, so call bell and ask them to send a technician to my place, Acanac is not going to ask bell to send a technician... but why I don't have such problem before?

Really nice Acanac... really nice.

ymlccc

Aug 17th, 2009, 02:57 PM

The problem with these guys is that they just lease/rent the lines from BELL and lot of times BELL screws up and that affects their service.... etc

Thanks for the feedback. I totally understand that even I switch to Bell, they might have some other problems. But my point is how you resolve the issue with your customers. If they are not sure about technician's availability, do not ask your customer to stay home for the whole fuxxing day...

The only thing I found good with Acanac is they have pretty good torrent speed by providing a tunnel, other than that, I barely see any benefits staying with them after a year because the promotional 19/month is gone. I am paying same price as other small providers in Montreal with unlimited bandwidth.

raj1008

Aug 17th, 2009, 03:05 PM

It doesnt justify the csr's attitude issues. How do you even think of telling a customer that his router is a piece of junk. And then a condescending tone, oh never mind. Like is he doing me a favor?
And mind you I am still using the same router with another provider

Imelda_Acanac

Aug 17th, 2009, 04:40 PM

I posted a reply on disconnections and possible causes
http://www.redflagdeals.com/forums/showpost.php?p=9257528&postcount=2121
and I sent you a pm since we first came in contact during
your initial activation in March.

Imelda O. Suzara
Acanac Rep

I'm have the same problem! I signed up a few months ago and it's been smooth sailing (other than the problem with the bell rep coming out) ever since.

Recently, every 5-10 minutes it cuts out and the modem loses the internet light and its been VERY unstable; when it does come back online its painfully slow, it takes 2-3 minutes to load a page with simple HTML. I haven't called Acanac but I think I will very soon. The worst part is, I have VOIP with Acanac so it's down 80% of the time.

Not too happy, but I guess you get what you pay for.

Imelda_Acanac

Aug 17th, 2009, 05:10 PM

I just read about this new complaints agency for consumers
http://www.cbc.ca/technology/story/2009/08/14/telecom-complaints-ccts-bell-rogers-telus.html and
here is their website http://www.ccts-cprst.ca/en/page/Overview .

If communication fails between an isp and consumer, this
non-profit corporation can help mediate.

Imelda O. Suzara
Acanac Rep

ymlccc

Aug 18th, 2009, 01:54 PM

Update on my case:
I called Acanac again today and wanted to talk to a manager. Well the girl Jennifer was extremely helpful and quickly give me all the information. I do not need to "fight" or keep listening to someone's bad attitude to get what I need. They will send a technician to check the line "outside" and make sure the problem is not "inside" of my house's wiring. Plus, I can get compensate by sending emails to their billing department. I finally feel there's someone really working at Acanac and been helpful.

I will report back on how they resolve my issue later...

Imelda_Acanac

Aug 18th, 2009, 03:54 PM

If any of you currently use a wireless hotspot in Canada/World:

1. which hotspots do you use
2. is it free, fee based, or with purchase
3. is it limited by time or unlimited
4. is it fast and stable connection
5. which isp provides it
6. would you switch isp at home to use same one
7. any reward or sign up discount for using it
8. what was the location and atmosphere like
9. would you return to use it and for what purpose
10. are hotspots going to be popular for social and business meetings?

Have you tried Bell/Starbucks hotspots? What was it like?

Imelda O. Suzara
Acanac Rep

mystery

Aug 19th, 2009, 09:48 AM

I only use free hot-spots and I don't know what ISP they are:

- Future Shop
- Best Buy
- Sony Store
- Fairmont Queen Elizabeth Hotel (free if you're a President's Club member)

ahbitheman

Aug 19th, 2009, 03:16 PM

would you guys recommend me to get this for my house in kingston? im a university student at queens and we have like 6 guys in a house so im assuming we'll all be downloading constantly. It seems cheaper than the price Cogeco charges for internet. Every1 in kingston has Cogeco and I'd rather save cost as we're all in school. Advice?

EPcjay

Aug 19th, 2009, 03:25 PM

iris888

Aug 20th, 2009, 12:38 AM

Hello,
Has anyone tried connecting Acanac's Modem to D link DIR 655?
thanks

santai

Aug 20th, 2009, 07:18 AM

Hi there,

So I just got my Acanac internet working in Hamilton and I'm kind of disappointed with my speeds:

From acanac speedtest:
Last Result:
Download Speed: 2493 kbps (311.6 KB/sec transfer rate)
Upload Speed: 544 kbps (68 KB/sec transfer rate)

http://www.speedtest.net/result/544319471.png (http://www.speedtest.net)

I was getting the exact same results at about midnight last night to speedtest servers in Toronto and Hamilton.

I am just wondering if there is any tweaking that I can do to improve my speed closer to 5 megabit. I bought the TP-LINK TD-8816 modem and I'm not using a router yet (plan to buy WRT54GL soon). I live in an apartment building in downtown Hamilton and I'm wondering if I'm limited to these speeds because of my building's wiring and location...

Imelda_Acanac

Aug 20th, 2009, 09:19 AM

Hi,

If you send me your name and number by pm, I can follow up
and check on your profile. Speed is limited by distance from
the Central Office but there are other factors. I can check
your modem speeds because those browser speed tests
can vary depending on server tested to/from and time taken.
Maybe a 'slow speeds' or 'raise profile' ticket can increase it.

Imelda O. Suzara
Acanac Rep

Hi there,

So I just got my Acanac internet working in Hamilton and I'm kind of disappointed with my speeds:

From acanac speedtest:
Last Result:
Download Speed: 2493 kbps (311.6 KB/sec transfer rate)
Upload Speed: 544 kbps (68 KB/sec transfer rate)

http://www.speedtest.net/result/544319471.png (http://www.speedtest.net)

I was getting the exact same results at about midnight last night to speedtest servers in Toronto and Hamilton.

I am just wondering if there is any tweaking that I can do to improve my speed closer to 5 megabit. I bought the TP-LINK TD-8816 modem and I'm not using a router yet (plan to buy WRT54GL soon). I live in an apartment building in downtown Hamilton and I'm wondering if I'm limited to these speeds because of my building's wiring and location...

rdx

Aug 20th, 2009, 09:30 AM

I heard Rogers recently upgraded the speed from 17M to 25M !!!

I know this is what their marketing says, but are users actually getting this speed? If so, it is 2-3 times faster than Bell DSL.

Imelda_Acanac

Aug 20th, 2009, 11:47 AM

I looked at the Cogeco website and for the first year
Acanac has a cheaper offer for prepaid yearly calculated at
$18.95 month for up to 5M unlimited whereas Cogeco
has $23.95 for up to 3M at 10G monthly. If you have 6
students you can get a router for the modem to make a wifi
home hotspot and share the costs of one dsl account.

If you pm me your address, I can check if Acanac serves
your address and what speeds are possible. We also have
a free fast fiber optic network with 10M+ browser speeds.

Imelda O. Suzara
Acanac Rep

would you guys recommend me to get this for my house in kingston? im a university student at queens and we have like 6 guys in a house so im assuming we'll all be downloading constantly. It seems cheaper than the price Cogeco charges for internet. Every1 in kingston has Cogeco and I'd rather save cost as we're all in school. Advice?

mystery

Aug 20th, 2009, 02:13 PM

I looked at the Cogeco website and for the first year
Acanac has a cheaper offer for prepaid yearly calculated at
$18.95 month for up to 5M unlimited whereas Cogeco
has $23.95 for up to 3M at 10G monthly. If you have 6
students you can get a router for the modem to make a wifi
home hotspot and share the costs of one dsl account.

If you pm me your address, I can check if Acanac serves
your address and what speeds are possible. We also have
a free fast fiber optic network with 10M+ browser speeds.

Imelda O. Suzara
Acanac Rep

I have a dumb question: what good is a fiber optic network with 10M+ speeds, if you are limited by the DSL modem's connection speed which is way less than that?

Imelda_Acanac

Aug 20th, 2009, 08:52 PM

It is a good question for those who do both modem tests
at http://192.168.1.1 which are closest to Bell Portal
line/modem speeds and what we see here, and the online
browser speed tests such as http://www.acanac.ca/speedtest/
and http://speedtest.net/. The fiber optic network is for
browser speeds and is not limited by the modem speed.
The free online pc is faster than 10Mb for browsing websites,
even if the modem speed only gets 5Mb since it connects
to the higher speeds of a fiber optic network server.

Here are my browser speed test results right now
Acanac speedtest
Last Result:
Download Speed: 47159 kbps (5894.9 KB/sec transfer rate)
Upload Speed: 6149 kbps (768.6 KB/sec transfer rate)
http://www.speedtest.net/result/544836779.png (http://www.speedtest.net)

and modem speed test
5056 M/ 800K down
and Bell Portal line/speed test
Last Result:
Download Speed: 47159 kbps (5894.9 KB/sec transfer rate)
Upload Speed: 6149 kbps (768.6 KB/sec transfer rate)

Imelda O. Suzara
Acanac Rep

I have a dumb question: what good is a fiber optic network with 10M+ speeds, if you are limited by the DSL modem's connection speed which is way less than that?

ketchudj

Aug 21st, 2009, 11:10 AM

Wow- my internet has been down for a week.

First I am told the usual reboot, unplug everything, make sure the computer is connected directly to the modem, make sure the modem is connectly directly to the wall, turn off your virus protection, turn off your modem, etc...

Then I am told change the DNS settings. Then I am told my account is cancelled (I was the sucker that paid upfront for the second year) and I should call back tomorrow to accounting.

Accounting doesn't take calls, only emails. I put in an emergency ticket- and they go through the same crap because some guy offers the same information to solve the problem. I even told them I needed to speak to accounting because i was told my account was cancelled (half way through my prepaid contract).

Imelda can you help?

Imelda_Acanac

Aug 22nd, 2009, 02:13 PM

I would like to help of course. I too experienced lack of internet
but due to this morning's electrical power outage. According to
Toronto Hydro when I called them, there was a volt fire and extensive
damage has to be repaired in cables so only 75% of power is up and
the rest may take till Monday. I can check your account status
if you pm me your name and number. Usually, customers complain
about the difficulty of canceling on the 2nd year because they forgot
to email billing department ahead of the renewal date. So it is unusual
to hear that your account was canceled by us instead; it is up to the
customer to inform us of this. Please pm me and I will check it.

Refer to Toronto Hydro power outage news
http://www.torontohydro.com/electricsystem/residential/power_outage.html

Imelda O. Suzara
Acanac Rep

Wow- my internet has been down for a week.

First I am told the usual reboot, unplug everything, make sure the computer is connected directly to the modem, make sure the modem is connectly directly to the wall, turn off your virus protection, turn off your modem, etc...

Then I am told change the DNS settings. Then I am told my account is cancelled (I was the sucker that paid upfront for the second year) and I should call back tomorrow to accounting.

Accounting doesn't take calls, only emails. I put in an emergency ticket- and they go through the same crap because some guy offers the same information to solve the problem. I even told them I needed to speak to accounting because i was told my account was cancelled (half way through my prepaid contract).

Imelda can you help?

Imelda_Acanac

Aug 22nd, 2009, 03:37 PM

I just realized your title was the ticket number and
I looked at your ticket and history. You have 3 for Aug 21
about this. I checked your current sync profile speeds
and you are getting 5M speeds. It looks okay from Bell Portal.
However you used to have voip and canceled that last year
and please check if your modem has the correct username/password
and configuration without voip. I will send you a pm with your user/pw
which should be in the modem. The wrong combination can cause
disconnections but your account is active and has not been canceled.

Imelda O. Suzara
Acanac Rep

Wow- my internet has been down for a week.

First I am told the usual reboot, unplug everything, make sure the computer is connected directly to the modem, make sure the modem is connectly directly to the wall, turn off your virus protection, turn off your modem, etc...

Then I am told change the DNS settings. Then I am told my account is cancelled (I was the sucker that paid upfront for the second year) and I should call back tomorrow to accounting.

Accounting doesn't take calls, only emails. I put in an emergency ticket- and they go through the same crap because some guy offers the same information to solve the problem. I even told them I needed to speak to accounting because i was told my account was cancelled (half way through my prepaid contract).

Imelda can you help?

Imelda_Acanac

Aug 24th, 2009, 09:38 AM

It took a few reboots and reconnecting to get the internet going
here at 'studio i' in Queen East area. Electricity finally returned
yesterday afternoon but no internet. This morning only the nx
browser on Acanac's faster fiber optic network are able to get
online but regular browsers are not. Even Acanac's store is having
problems getting online. It probably will take a few days for all
the electromagnetic energy in the area to build up with electricity
and phone/computer networks reconnecting again in dt Toronto.

Over the weekend, I had to borrow my brother's internet connection
with Rogers cable at SB store in Parkdale. Those electrical
thunder and lightning storms are affecting electricity and phone connections.

Mid-afternoon -- clearing cache, rebooting and reconnecting cables a few times
finally fixed the regular browsers to connect online as the modem.

Refer to Toronto Hydro updates
http://www.torontohydro.com/electricsystem/residential/power_outage.html

Imelda O. Suzara
Acanac Rep

ymlccc

Aug 24th, 2009, 09:55 AM

It's very strange. During the weekend the speed "automatically" went down to 2MB (20xx kbps DOWN, and 62x kbps UP), especially Sunday, the speed was like this constantly. I test the connection more than 5 times a day to get this score.

I tested the line twice this morning and found out the speed went back to 37xx kbps DOWN and 64x UP... I wonder if Bell is doing anything to "conserve" the bandwidth during the weekend... Or is this has anything to do with Acanac?

Anyone has experienced similar situation? If I am still the 1st year freshman with acanac paying only $19/month, I probably will let it slide... because the price is unbeatable, but since now I am paying slightly less than Bell per month, I wish I could have more consistent service everyday.

Imelda_Acanac

Aug 24th, 2009, 10:41 AM

For those who have alarm systems connected to the wiring
electric and phone at home, you can contact the alarm company
or Bell to ask for a pots splitter which will separate your dsl line
from the phone line and improve the stability of connection.
So please contact the alarm company first and if not, then contact
Bell for a pots splitter. Your line is okay but this alarm system
can cause disconnections and fluctuating speeds.

Imelda O. Suzara
Acanac Rep

It's very strange. During the weekend the speed "automatically" went down to 2MB (20xx kbps DOWN, and 62x kbps UP), especially Sunday, the speed was like this constantly. I test the connection more than 5 times a day to get this score.

I tested the line twice this morning and found out the speed went back to 37xx kbps DOWN and 64x UP... I wonder if Bell is doing anything to "conserve" the bandwidth during the weekend... Or is this has anything to do with Acanac?

Anyone has experienced similar situation? If I am still the 1st year freshman with acanac paying only $19/month, I probably will let it slide... because the price is unbeatable, but since now I am paying slightly less than Bell per month, I wish I could have more consistent service everyday.

ymlccc

Aug 24th, 2009, 10:53 AM

Imelda_Acanac

Aug 24th, 2009, 12:14 PM

For installing your own simple filters, maybe ask Sentinel
what they would recommend or talk to someone in a computer
store like The Source and try it out. Or you mentioned your
neighbour has the same alarm system, so take a look and
see what filter or splitter was used. But please do not try
installing any equipment with wiring, such as the bottom 2
in this link http://www.hometech.com/techwire/dsl.html.

Imelda O. Suzara
Acanac Rep

That I understand totally. I disconnect the RI31/RJ38 connector by following Bell's technician, and that's what I got... I also called sentinel alarm system, they said they "must" install filter for all their clients no matter what phone system they have.

The only thing left me to do is buy one security alarm filter from the website you recommended. Could you tell me which one to buy? Anyone of them?

rivet

Aug 24th, 2009, 11:32 PM

Just placed an order because of this thread, I am switching from Cogeco because Cogeco is too expensive for me after the summer promotion(I am in kingston), I hope I didn't get any headache from Acanac in the future as I hate wasting any time on these things. let's see how it goes.

I feel good there is an Acanac Rep. Imelda here on RFD, I will post here for help if I have problems that can't be solved easily over phone.

Thanks

fightbriz

Aug 24th, 2009, 11:36 PM

So what's the verdict on Acanac, is it reliable like Rogers cable? Is there a lot of downtime? Customer service?

(not taking into account things like tornados)

Imelda_Acanac

Aug 25th, 2009, 09:08 AM

Acanac's first year promotional discounted deal is the
cheapest for dsl 5Mb unlimited. I hope we can give
you the best speed possible. If you need any follow up
on the status of your account, feel free to pm me your
name and number.

Imelda O. Suzara
Acanac Rep

Just placed an order because of this thread, I am switching from Cogeco because Cogeco is too expensive for me after the summer promotion(I am in kingston), I hope I didn't get any headache from Acanac in the future as I hate wasting any time on these things. let's see how it goes.

I feel good there is an Acanac Rep. Imelda here on RFD, I will post here for help if I have problems that can't be solved easily over phone.

Thanks

Imelda_Acanac

Aug 25th, 2009, 10:55 AM

I looked at the various internet speeds offered by Rogers
which runs on cable lines not phone lines
https://www.rogers.com/web/Rogers.portal?_nfpb=true&_windowLabel=HiSpeedBrowse_1_2&HiSpeedBrowse_1_2_actionOverride=%2Fportlets%2Fcon sumer%2Finternet%2Fbrowse%2FhiSpeedCableBrowse%2Fc ompare&HiSpeedBrowse_1_2productID=WAVE&_pageLabel=INTER_HISPEED
and Bell's internet which runs on phone lines as all dsl isps,
http://bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page.
Line quality is probably the major factor difference
here as cable lines are capable of television broadcasting
and phone lines were made for phone audio but amazingly
are also capable of internet which has video data. Even
just looking at the thickness of a cable line in contrast
to the thin phone line inside our homes makes it understandable
why cable internet is faster.

However, Acanac does have a faster fiber optic network available
for free to dsl customers or paid vps with full root access
capable of 10M to 20M http://acanac.ca/Webhosting.html.
Obviously fiber optic servers can also be the reason for browser speeds
(not modem speeds) being faster.

Imelda O. Suzara
Acanac Rep

I heard Rogers recently upgraded the speed from 17M to 25M !!!

I know this is what their marketing says, but are users actually getting this speed? If so, it is 2-3 times faster than Bell DSL.

darkprince

Aug 27th, 2009, 12:24 PM

I wished my internet would clock at this speed

http://www.speedtest.net/result/549915011.png (http://www.speedtest.net)

weedb0y

Aug 27th, 2009, 12:31 PM

Thanks for providing great customer service!

On another note, what backend is Acanac running on?

Are you guys being charged on per MB/GB basis or do you also have unlimited contracts with your back-bone providers?

How big is the pipe to sustain 50-100K userbase? (If you can talk about that)

I looked at the various internet speeds offered by Rogers
which runs on cable lines not phone lines
https://www.rogers.com/web/Rogers.portal?_nfpb=true&_windowLabel=HiSpeedBrowse_1_2&HiSpeedBrowse_1_2_actionOverride=%2Fportlets%2Fcon sumer%2Finternet%2Fbrowse%2FhiSpeedCableBrowse%2Fc ompare&HiSpeedBrowse_1_2productID=WAVE&_pageLabel=INTER_HISPEED
and Bell's internet which runs on phone lines as all dsl isps,
http://bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page.
Line quality is probably the major factor difference
here as cable lines are capable of television broadcasting
and phone lines were made for phone audio but amazingly
are also capable of internet which has video data. Even
just looking at the thickness of a cable line in contrast
to the thin phone line inside our homes makes it understandable
why cable internet is faster.

However, Acanac does have a faster fiber optic network available
for free to dsl customers or paid vps with full root access
capable of 10M to 20M http://acanac.ca/Webhosting.html.
Obviously fiber optic servers can also be the reason for browser speeds
(not modem speeds) being faster.

Imelda O. Suzara
Acanac Rep

weedb0y

Aug 27th, 2009, 12:32 PM

bigv44

Aug 27th, 2009, 05:40 PM

I'm interested in switching over to acanac from rogers for dry loop dsl. However, a phone line has never been set up at my home before. I don't have the external phone box (network interface box?). would the bell technician sent out install this for me? Would he run the line from the box to the interior electrical panel? Are there any additional costs for either?

Totoriko

Aug 28th, 2009, 09:14 AM

Since last night www.redflagdeals.com stopped working for me on my Acanac connection. I thought the website was down as everything else was working fine but it turns out that it's the Acanac connection that's the culprit.
Anyone else noticed that? - Yeah I know it can be tricky reading this if you are having the same problem as me :)

weedb0y

Aug 28th, 2009, 06:26 PM

loudsubz

Aug 28th, 2009, 06:54 PM

I get a constant 4.2 mb connection and live in mississauga. I have had acanac now for maybe 6 months and have been quite pleased.

Just wondering what the rates are after the 1st year promotion goes away though.

Totoriko

Aug 28th, 2009, 08:28 PM

No problems here.

Check your DNS settings?

Yeah I flushed but it didn't fix it. Came home today and it's fixed itself. Funny eh?

Imelda_Acanac

Aug 29th, 2009, 10:19 AM

Is your building or house old or new? If there are no
phone jacks nor box, you will need a phone line for
Acanac dsl to work. You can first ask Bell to get a
regular phone installed and phone jack and sign up
for internet with Acanac. Or if you only want dry loop
use of phone line without dial tone you can choose
dry loop dsl (extra $8 month or $96 year) when you sign up
with Acanac and we ask a Bell technician. Usually
Bell only handles outside lines and you need an independent
electrician to do the inside wiring. The costs of installation
depends on how much work is involved so it is best to call
Bell first and tell them your situation and ask for a cost estimate.

Imelda O. Suzara
Acanac Rep

I'm interested in switching over to acanac from rogers for dry loop dsl. However, a phone line has never been set up at my home before. I don't have the external phone box (network interface box?). would the bell technician sent out install this for me? Would he run the line from the box to the interior electrical panel? Are there any additional costs for either?

Imelda_Acanac

Aug 29th, 2009, 10:49 AM

If you follow internet and phone news on the CAIP
or CRTC websites, Bell who manages the phone lines
and the isps who provide the servers and sell the access
to the internet are currently arguing over this. Bell wants
to impose usage-based billing per individual going over
a certain amount such as 60GB monthly but isps such
as Acanac which offers an unlimited one plan to customers,
want to continue a one fee unlimited plan regardless of usage.
Bell does have various levels of billing depending on usage
and speeds http://bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page.
Here is a link to the CAIP website http://www.cata.ca/Communities/caip/
and CRTC http://www.crtc.gc.ca/eng/news/releases/2009/r090331.htm
if you want to read details about the legal battle.
As for the pipeline, I asked Trevor, one of our Support managers
and he replied 'We don't know, its the same as Bell sympatico.'
Acanac has more than 50 thousand active dsl customers
since it started in 2005 and continues to grow monthly
with most customers in Montreal and Toronto.

Imelda O. Suzara
Acanac Rep

Thanks for providing great customer service!

On another note, what backend is Acanac running on?

Are you guys being charged on per MB/GB basis or do you also have unlimited contracts with your back-bone providers?

How big is the pipe to sustain 50-100K userbase? (If you can talk about that)

Imelda_Acanac

Aug 29th, 2009, 01:26 PM

If only one website is not working, then maybe their host server
is down for maintenance because if there is an internet connection
and other websites are loading, it cannot be the isp that is down.
But after the brownout weekend on Queen Street East, there was
no electricity and internet in this area so I had to go to Parkdale
down Queen Street West at my brother's to work using his Rogers cable
internet. When I returned, the modem was showing connection
and I could get on the faster fiber optic network of Acanac but
the regular browsers would not load any websites. I rebooted
and reconnected several times and cleared the cache before they
worked again and uploaded websites. If only one website is down
then it may be their host is undergoing maintenance but if all the
websites are not loading and there is a modem connection, it can
be that there is data congestion that has to be cleared and synchronicity
between the line, modem, host servers, computers have to be
reestablished, or maybe the dns servers are undergoing maintenance.
Or it could take awhile for the power, speeds and connection
to build up in an area until it is back to normal. Some rural areas
are slow because there is not enough power and the far distance
but in a city, after a power outage, it can take time to recover all
the connections for sending data over phone lines and wirelessly.

Imelda O. Suzara
Acanac Rep

Since last night www.redflagdeals.com stopped working for me on my Acanac connection. I thought the website was down as everything else was working fine but it turns out that it's the Acanac connection that's the culprit.
Anyone else noticed that? - Yeah I know it can be tricky reading this if you are having the same problem as me :)

Imelda_Acanac

Aug 31st, 2009, 01:03 PM

The quantity and quality of free videos and movies of tv stations,
communities, independent groups and corporations that are
available on the internet are improving and increasing. International
free channels on linked websites offer streaming without downloading:
http://nfb.ca
http://www.momomesh.com/
http://www.mediabrave.com
http://www.watch-free-online.tv
http://www.wwitv.com
http://www.video.ca
http://www.vimeo.com

Some take longer than others to play depending on the host server
of the websites but are free and can be seen on full screen on pc.
I only have 5Mb with Acanac but can view these.

Imelda O. Suzara
Acanac Rep

weedb0y

Aug 31st, 2009, 01:15 PM

Thanks! Growth of Internet is dependent upon providers like Acanac which provide and encourage use of multi-media services.

Say no to CAPS. (eventhough I use less than 60gb a month).

mirfankhanca

Aug 31st, 2009, 01:47 PM

If you follow internet and phone news on the CAIP
or CRTC websites, Bell who manages the phone lines
and the isps who provide the servers and sell the access
to the internet are currently arguing over this. Bell wants
to impose usage-based billing per individual going over
a certain amount such as 60GB monthly but isps such
as Acanac which offers an unlimited one plan to customers,
want to continue a one fee unlimited plan regardless of usage.
Bell does have various levels of billing depending on usage
and speeds http://bell.ca/shopping/PrsShpInt_Int_Chart_Dsl.page.
Here is a link to the CAIP website http://www.cata.ca/Communities/caip/
and CRTC http://www.crtc.gc.ca/eng/news/releases/2009/r090331.htm
if you want to read details about the legal battle.
As for the pipeline, I asked Trevor, one of our Support managers
and he replied 'We don't know, its the same as Bell sympatico.'
Acanac has more than 50 thousand active dsl customers
since it started in 2005 and continues to grow monthly
with most customers in Montreal and Toronto.

Imelda O. Suzara
Acanac Rep

Hello Imelda:

Last year (Nov '08) I paid for Acanac service and the modem, after a week I still had no service. After raising a ticket, I was advised that Bell had refused a connection to my number saying that they did not have sufficient capacity.

Has the situation changed?

Please p.m. me as I am still interested in availing of your services. Alternatively provide me your contact information.

Thanks.

Imelda_Acanac

Aug 31st, 2009, 03:04 PM

I sent you a pm asking for your full address with postal code
so I can check Bell Portal if Acanac can serve your home.

Imelda O. Suzara
Acanac Rep

Hello Imelda:

Last year (Nov '08) I paid for Acanac service and the modem, after a week I still had no service. After raising a ticket, I was advised that Bell had refused a connection to my number saying that they did not have sufficient capacity.

Has the situation changed?

Please p.m. me as I am still interested in availing of your services. Alternatively provide me your contact information.

Thanks.

cypher

Aug 31st, 2009, 04:57 PM

Hi Imelda,

You have a pm. :)

rivet

Aug 31st, 2009, 11:13 PM

Just wondering for those people who posting internet speed results, do all your guys go to speedtest.net to test your internet speed? Anything need to pay attention to?

darkprince

Sep 1st, 2009, 10:20 AM

http://www.speedtest.net/result/553782301.png (http://www.speedtest.net)

Looks like my upload was running at constant speed (60m) all of sudden *SNAP!* it just hit the wall or trip and fell on its face and stopped at (39m).

lol

Imelda_Acanac

Sep 1st, 2009, 11:31 AM

When you do browser speed tests, choose the closest city
to where you are located. Also, keep in mind that they
fluctuate depending on time of day/night taken ie. slower
during heavy peak hours when lots of users are online.
Modem tests tend to remain the same and are closest
to what Bell Portal shows for the line/modem.

Setup network: Lynx210 modem to Airport Express wireless router
(not bridged) with Macbook connecting wirelessly, 3 phones with 1
digital answering machine with filters using a 3port phone jack, no
filter on Lynx modem, Motorola wireless security camera system with
old Compaq laptop with a Netgear wireless card adapter, Centrios
wireless speakers to Macbook for internet music, external hard drive,
video camcorders, Wacom trackpad, usb coffee cup heater

On a regular browser -- MacOs/Firefox
http://www.speedtest.net/result/553838335.png (http://www.speedtest.net)

On the fiber optic network browser -- Linux/Firefox
http://www.speedtest.net/result/553836862.png (http://www.speedtest.net)
Staff and customers have access.

Bell Portal
5056 down / 800 up

Modem test
5056 down / 800 up

Imelda O. Suzara
Acanac Rep

Just wondering for those people who posting internet speed results, do all your guys go to speedtest.net to test your internet speed? Anything need to pay attention to?

ruiner

Sep 1st, 2009, 11:44 AM

When I signed up almost 2 years ago I clearly remember reading that you had to pay for the first year but should you decide to cancel at one point they would refund the remaining months? I think it's not the case anymore but...

I'm into the 2nd year, so now paying full price and automatically got charged the full 2nd year. I now moved out and cannot use the service anymore so I send an e-mail (because when I called to cancel I was told you need to email to cancel..) anyway, I clearly stated in the e-mail that the cancellation needed to be done right away. I never got their response back since gmail detects them as spam (!), so they never canceled it because I never responded to their question saying "do you really want to cancel?" ... so I called them and was told to check spam.. So I find the e-mail, respond and tell them yes cancel.

Now I'm told I'll be charged 5 months of service to cancel because I was apparently on a 1 year agreement that auto-renewed after the first year..

Anyway I am just posting this here as warning I suppose and I am wondering if I am wrong here? Should I really have to pay 5 months of service that I will not use (5*33$ = 165$!?) because I pre-paid the regular price for the full year?

If I was on the promo pricing I'd understand, but this is regular pricing and not a 1 year contract promo price..

So I guess everyone before your first year is over make sure you ask to go on a month to month otherwise if you ever cancel you will lose your money of the entire year...

BLEH

Imelda_Acanac

Sep 1st, 2009, 12:03 PM

As per User Agreement http://acanac.ca/User-Agreement.html,
you should get refunded the unused months.
'Customers must terminate the agreement before or on the renewal date.
Should a client forget to terminate before the renewal date, clients will be
required to pay one additional month of service ( at the monthly rate ) and
the remainder will be refunded.'

If you pm me your name and number, I can check what date you
emailed a cancelation and follow up on how much you should be refunded
from the unused months, probably backdating to your email cancellation.

Imelda O. Suzara
Acanac Rep

When I signed up almost 2 years ago I clearly remember reading that you had to pay for the first year but should you decide to cancel at one point they would refund the remaining months? I think it's not the case anymore but...

I'm into the 2nd year, so now paying full price and automatically got charged the full 2nd year. I now moved out and cannot use the service anymore so I send an e-mail (because when I called to cancel I was told you need to email to cancel..) anyway, I clearly stated in the e-mail that the cancellation needed to be done right away. I never got their response back since gmail detects them as spam (!), so they never canceled it because I never responded to their question saying "do you really want to cancel?" ... so I called them and was told to check spam.. So I find the e-mail, respond and tell them yes cancel.

Now I'm told I'll be charged 5 months of service to cancel because I was apparently on a 1 year agreement that auto-renewed after the first year..

Anyway I am just posting this here as warning I suppose and I am wondering if I am wrong here? Should I really have to pay 5 months of service that I will not use (5*33$ = 165$!?) because I pre-paid the regular price for the full year?

If I was on the promo pricing I'd understand, but this is regular pricing and not a 1 year contract promo price..

So I guess everyone before your first year is over make sure you ask to go on a month to month otherwise if you ever cancel you will lose your money of the entire year...

BLEH

ruiner

Sep 1st, 2009, 01:43 PM

rdx

Sep 1st, 2009, 01:54 PM

Thanks for clearing it up for me. Just for everyone, the original response I received said they would charge me 5 months at full price.. What they really meant was they charging the first 5 months that I have used and refunding the remaining months.. The way it was written sounded like they were charging me 5 months "penalty". I guess it was just a wording issue... Now I just have to wait and see if I really get the refund =)

Paying 5 months of full price plus the cost of shipping the modem back won't save you too much from the one year special price. And where else can you go to get a better price than $18.95 tax included?

ruiner

Sep 1st, 2009, 02:15 PM

Paying 5 months of full price plus the cost of shipping the modem back won't save you too much from the one year special price. And where else can you go to get a better price than $18.95 tax included?I paid for the modem so I'm not shipping it back... I already have used the entire first year so I was paying full price now. The reason I canceled is I moved out of my house and moved to someone else who is on a contract with a different provider. When it's up she'll be signing up with Acanac for sure..

rdx

Sep 1st, 2009, 02:25 PM

I paid for the modem so I'm not shipping it back... I already have used the entire first year so I was paying full price now. The reason I canceled is I moved out of my house and moved to someone else who is on a contract with a different provider. When it's up she'll be signing up with Acanac for sure..

I see.

So far, I am happy with the price and 5M. Hopefully, they will also upgrade the speed as Rogers/Bell increases :lol:

Imelda_Acanac

Sep 1st, 2009, 04:43 PM

Since you paid $49.95 deposit, you can get it back.
When you want to return the modem for refund,
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com and after 2 weeks
if its condition is accepted as working, you will
get a refund by credit card or cheque.

Imelda O. Suzara
Acanac Rep

I paid for the modem so I'm not shipping it back... I already have used the entire first year so I was paying full price now. The reason I canceled is I moved out of my house and moved to someone else who is on a contract with a different provider. When it's up she'll be signing up with Acanac for sure..

rivet

Sep 1st, 2009, 06:32 PM

I am getting 2.92 Mbps download in speed test (down to around 2.5 now, 2.9* seems to be the highest), wondering if that is normal. (Add: I went to Acanac's speed test, got less
Download Speed: 2465 kbps (308.1 KB/sec transfer rate)
Upload Speed: 607 kbps (75.9 KB/sec transfer rate))

Anyway, is there any instructions to setup router? Can I just plug in like a using cable internet? Thanks.

By the way, should the modem go through a filter before it connects to a phone port?
When you do browser speed tests, choose the closest city
to where you are located. Also, keep in mind that they
fluctuate depending on time of day/night taken ie. slower
during heavy peak hours when lots of users are online.
Modem tests tend to remain the same and are closest
to what Bell Portal shows for the line/modem.

On a regular browser -- MacOs/Firefox
http://www.speedtest.net/result/553838335.png (http://www.speedtest.net)

On the fiber optic network browser -- Linux/Firefox
http://www.speedtest.net/result/553836862.png (http://www.speedtest.net)
Staff and customers have access.

Bell Portal
5056 down / 800 up

Modem test
5056 down / 800 up

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Sep 2nd, 2009, 10:07 AM

If you pm me your name and number I can check Bell Portal
to see if your speeds can be improved. Some routers require
that the modem has to be bridged to have a stable connection.
The community forum through the Feature Panel http://acanac.net/
has postings with customers using various equipment and the
tech moderators post replies if you need help. Also, read the
FAQ http://acanac.ca/Gfaq.htm and ask questions. There should
be no filter between the modem and the phone jack; filters are
only for phones on regular dsl but none for dry loop.

Imelda O. Suzara
Acanac Rep

I am getting 2.92 Mbps download in speed test (down to around 2.5 now, 2.9* seems to be the highest), wondering if that is normal. (Add: I went to Acanac's speed test, got less
Download Speed: 2465 kbps (308.1 KB/sec transfer rate)
Upload Speed: 607 kbps (75.9 KB/sec transfer rate))

Anyway, is there any instructions to setup router? Can I just plug in like a using cable internet? Thanks.

By the way, should the modem go through a filter before it connects to a phone port?

Imelda_Acanac

Sep 3rd, 2009, 01:41 PM

With technology continually improving, consumers are
buying new equipment maybe every 3 to 5 years just
to keep up with developments. Wireless networks have
been around since television and radio can receive data over
the air from satellites. With personal laptop computers and
cell phones, wifi and bluetooth networks are becoming common
and affordable to the average working class. Portable and mobile
devices can be used while traveling and moving around. A lot
of homes and offices are setting up wireless networks to hook
on to the internet, the interactive information highway, making
broadcasting and networking available and affordable to the average
user. Some of the devices may conflict due to interference from
being on the same channels, such as the 802.11 equipment on
the 2.4GHz band: microwaves, cordless phones, computer modems.
The electromagnetic radio channels on the 2.4GHz are shared with
ISM Industrial Scientific Medical equipment and these communication
devices. The possible interference between these equipment should
be a greater concern because it can be potentially dangerous!

My Samsung cell phone has a feature 'Airplane Mode' which can be
used when traveling on an airplane. Turning it on will actually prevent
incoming and outgoing calls and online access. My Motorola wireless
security camera has some warnings for health and restrictions where
its interference to other devices may be harmful such as in airports.
My Vtech cordless phone is only on the 900MHz so is not in the same range
and thus avoids interference and so works better. My Danby microwave
which uses ISM frequency has warnings on interference with radio and tv
reception. Keep in mind when buying new devices to read any warnings about
interference, electromagnetic radio energy on health and keeping distance from
device, and how to avoid conflict and interference in their operations within the
same 2.4GHz band.

Refer to http://en.wikipedia.org/wiki/IEEE_802.11
and http://en.wikipedia.org/wiki/ISM_band and
http://en.wikipedia.org/wiki/Electromagnetic_interference_at_2.4_GHz .

Imelda O. Suzara
Acanac Rep

PsychoMantis

Sep 4th, 2009, 04:10 PM

hey, just wondering, they mention unlimited downloads but does that = unlimited bandwidth altogether?! (upload and download?!)

Cas77

Sep 4th, 2009, 07:31 PM

Anyway, is there any instructions to setup router? Can I just plug in like a using cable internet? Thanks.

Log directly into your modem and change it to bridge mode. (192.168.1.1)

Then connect the router, log into the router and change it from DHCP to PPPoE (with username/pass provided by acanac)

This doc is pretty straightforward:
http://www.acanac.ca/docs/routersetup2007.pdf

Canuck2fan

Sep 4th, 2009, 08:51 PM

I just signed up my Grandmother and got her set up with it yesterday. Other than they fact that they sent out the modem after I told them twice not too, all went smoothly. She is getting 3775 down in a building where her neighbor is getting about 3660 with bell so it seems to be about the same for the distance from the central office.

AznVengence

Sep 4th, 2009, 10:36 PM

Will this internet work if I have rogers home phone?
also anybody tested speed around the Maple area?

markom

Sep 5th, 2009, 11:17 AM

Will this internet work if I have rogers home phone?
also anybody tested speed around the Maple area?

You will have to get a dry loop.

Imelda_Acanac

Sep 5th, 2009, 01:21 PM

Yes the current offer includes both upload and download usage
with speeds up to 5Mbs for down and 800Kbs for up.

Imelda O. Suzara
Acanac Rep

hey, just wondering, they mention unlimited downloads but does that = unlimited bandwidth altogether?! (upload and download?!)

Imelda_Acanac

Sep 5th, 2009, 03:21 PM

Since Bell and other dsl isps use phone lines, technically
the speeds that are possible should be the same due to
the distance from the customer's home to the Bell CO, but
it also depends on what plan you pay for with Bell and the
servers of the isp. Some fiber optic servers are capable
of faster speeds but cost more. Acanac allows its dsl
customers access to the faster fiber optic network with
the free online pc 10Mbs+ and ssh tunnel.

If you pm me your grandmother's name, I can check to
see if we can get her line speeds up to 5M.

Imelda O. Suzara
Acanac Rep

I just signed up my Grandmother and got her set up with it yesterday. Other than they fact that they sent out the modem after I told them twice not too, all went smoothly. She is getting 3775 down in a building where her neighbor is getting about 3660 with bell so it seems to be about the same for the distance from the central office.

Imelda_Acanac

Sep 6th, 2009, 02:02 PM

Acanac has customers in Maple with residential speeds
up to 5Mbs. It works on phone lines with either a dry loop
(no dial tone) or wet loop (regular phone). For Rogers,
ask if your phone is digital and if so you will need a dry loop
with Acanac, or if it is analog ask for its CID number.
If you pm me your full address with postal code, I can check
Bell Portal for the approximate speeds for your home.

Imelda O. Suzara
Acanac Rep

Will this internet work if I have rogers home phone?
also anybody tested speed around the Maple area?

panivi7

Sep 6th, 2009, 08:18 PM

Would the speed be affected in anyway for people living in Richmond Hill, Ontario?.

wwedx

Sep 6th, 2009, 09:24 PM

Thanks my 1 year term with the HORRIBLE Primus is over next month!
I guess i know my next ISP!

Ender2070

Sep 7th, 2009, 01:38 AM

http://acanac.ca/google-promo.htm?gclid=CM71oPiEvZcCFQVfFQodjW7kSg

100 Gigs of Online Storage
12 month contract that you pay up front <$228 for the year
30 day money back policy if you don't like their services
<$34 (taxes in) a month after the one year deal is done
Unlimited downloads, No Capping :)

Don't know the expiry on this deal (NOTE: Looks like it ends January 31). So hurry up and get it. Worst case utilize their 30 day money back policy. Promo only available in Ontario and Quebec.

Here's a review of their services (82% approval rating);
http://www.dslreports.com/comments/2744

:cheesygriPlease ***********************************:cheesygri

Thanks.

BTW, I've had Acanac since Sunday and have had no disconnections and a smooth 5mb service so far. I was with TekSavvy prior and would disconnect at least once a day. We have 3 computers, 2 of them were running WoW without lagging and the other one ran smoothly as well. Best Internet I've ever had.

It's cheap because if you want ANY support you are phoning india. Even if you think you're calling Toronto.

Imelda_Acanac

Sep 7th, 2009, 09:22 AM

I checked the profile speeds of some of our customers in that area
and see speeds up to 5Mb and 7Mb in CO with remote.
If you pm me your full address with postal code, I can check
Bell Portal for the estimated speeds for your location.

Imelda O. Suzara
Acanac Rep

Would the speed be affected in anyway for people living in Richmond Hill, Ontario?.

contact_markm

Sep 7th, 2009, 09:24 AM

It's cheap because if you want ANY support you are phoning india. Even if you think you're calling Toronto.

I am not a big anacac fan, however, their tech support is in north america. There are 3rd party contractors who are usually of little help.

Imelda_Acanac

Sep 7th, 2009, 09:30 AM

Acanac has multicultural staff associates. Some are
in Iran for billing but most of us: customer service, sales, forums,
technical, shipping, retention and management are located in
Canada, in Toronto, Ottawa, Montreal and other towns.
The Head Office is in Mississauga and the store in Toronto.

The promotional deal is the cheapest for phone dsl internet
but renewals for the next year go back to standard prices.

Imelda O. Suzara
Acanac Rep

It's cheap because if you want ANY support you are phoning india. Even if you think you're calling Toronto.

JoKeRr

Sep 8th, 2009, 10:34 AM

I was an Acanac customer for over a year and when I needed to cancel my account, Imelda_Acanac was very helpful in getting everything resolved. For the price and speed I get, I was a satisfied customer.

Imelda_Acanac

Sep 8th, 2009, 01:59 PM

Since the CRTC and Bell are considering imposing
bandwidth caps and usage billing, it may be timely
to start monitoring your own bandwidth usage monthly
aside from doing speed/data tests.

For Mac OS users, this free download
SurplusMeter can be useful to track your own usage
http://www.skoobysoft.com/skooby/download.html .
Read http://www.simplehelp.net/2007/09/27/how-to-monitor-your-internet-bandwidth-usage-in-os-x-redux/.

For Windows users, try AnalogX Netstat
http://www.analogx.com/contents/download/network/nsl.htm .
Read http://www.simplehelp.net/2007/09/09/how-to-monitor-your-internet-bandwidth-usage-in-windows/

Make sure that these start up every time you go online
and install in each of your computers in your network
to add up each for the totat monthly usage from your home/office.

If the CRTC and Bell finalize the decision, at least you
can keep your usage within your limits. These
softwares keep track of download/upload into your
computer, including streaming/viewing. If the decision includes
streaming/viewing, then the hours you spend watching
Youtube or playing games on websites will be monitored for
amount of data in Bytes going from the host servers to your pc,
even if you do not put them into your hard drive. Like knowing
how many minutes you use for your wireless cell phone to
keep within a monthly plan, these softwares will keep you up to date.

Another set of tests http://www.myconnectiontest.net.

Imelda O. Suzara
Acanac Rep

jjoaquin23

Sep 10th, 2009, 10:39 AM

can2000

Sep 10th, 2009, 12:01 PM

what about the people who pre-paid one year... we were told it was unlimited. will we be able to get our money back?

+1. and the decision from Bell hasn't made yet, right? Once it finalizes, what's the bandwith limit Acanac going to provide? What's the extra charge?
thanks

Imelda_Acanac

Sep 10th, 2009, 12:03 PM

Last month, I asked Paul Louro, President of Acanac about the pending
CRTC/Bell decision on caps and usage billing and his reply
'It's a bad decision, however the war is not lost. I really can't
comment right now because of the impending legal battle.'
We are all waiting for this important decision and how it will
affect all dsl customers. He also posted a warning in the community forum
http://community.acanac.com/Acanac/viewtopic.php?f=8&t=10703

Keep up to date with the latest news on this CAIP website with links
http://www.cata.ca/Communities/caip/

Please participate and give feedback to this campaign
http://www.competitivebroadband.com/the-issue-in-a-nutshell.aspx
as there are only 92 days left for the decision!

Imelda O. Suzara
Acanac Rep

what about the people who pre-paid one year... we were told it was unlimited. will we be able to get our money back?

Nerfbag

Sep 10th, 2009, 04:51 PM

I just registered with Acanac. I am using the Speedstream 4200 Siemens modem and is unlocked. I was told that I will be getting speeds very close to 5Mbps in my area but several speed tests show that i am only gettin 2.58Mbps dl and 0.70Mbps up. The modem is directly connected to Bells dry loop socket so there should be no interference. What is the proposed solution to my problem?

chenj16

Sep 11th, 2009, 08:31 PM

Think

Sep 11th, 2009, 09:26 PM

Aznsilvrboy

Sep 11th, 2009, 11:42 PM

This is mine with Tek

http://www.speedtest.net/result/562952298.png (http://www.speedtest.net)

I get:

http://www.speedtest.net/result/563012967.png

Just wish there were no bandwidth caps >:(.

Imelda_Acanac

Sep 12th, 2009, 10:12 AM

I sent you a pm about your current profile and speeds.
The ticket was successfully closed.

Imelda O. Suzara
Acanac Rep

I just registered with Acanac. I am using the Speedstream 4200 Siemens modem and is unlocked. I was told that I will be getting speeds very close to 5Mbps in my area but several speed tests show that i am only gettin 2.58Mbps dl and 0.70Mbps up. The modem is directly connected to Bells dry loop socket so there should be no interference. What is the proposed solution to my problem?

Imelda_Acanac

Sep 12th, 2009, 10:26 AM

I checked your profile speeds in Bell Portal
and sent you an email. It takes a few days from
activation for speeds to be reached
Activation Date: 09/10/2009
Your profile and speeds are not matching so I may have to
open a repair ticket. Please reply to the email I sent you.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I'm Acanac for the first time today, but the speed is not up to satisfactory, i'm only getting 3.40MB/s down and 0.37MB/s up..

http://www.speedtest.net/result/562923709.png (http://www.speedtest.net)

can you please advise? Thanks!
my username is: fy567g54@acanac.net

Btw, I came from bell, and i had 5.8mb down and 0.7mb up while with bell. Thanks!

Imelda_Acanac

Sep 12th, 2009, 01:13 PM

After reading the news about the pending CRTC/Bell proposal
to increase fees based on usage, I have been monitoring my
home wireless network using Surplus Meter (mac).

My current phone bill with Yak is usually $30.46
and of course part of that is paid to Bell since they
own the lines. Acanac monthly internet (if I had to
pay for it but I do not since I work for Acanac, which of
course pays part of the dsl to Bell -- use of the line for
transmission of data and those tech visits) would be
$39.95 or prepaid $33.95. Total for having phone dsl
$30.46 + $39.95 = $70.41 for 5Mb unlimited.
My daily usage based on my average according to
Surplus Meter is about 1Gb to 2Gb for being online
8 to 9 hours working at RFD forum as the Acanac rep,
browsing other websites, webcam on Skype with family,
checking Yahoo and Acanac emails but of course it
increases when I upload videos I did of events and
when I watch videos. Obviously 60Gb a month would
not be enough for me. (I also pay to Solo Mobile owned
by Bell for a cell phone about $22.60 monthly.)

Some possible reactions: some dsl customers
will revert back to using dial up instead because it is cheaper
although slower but then maybe the caps/usage will apply
to dial up connections too! Some will cut back their usage.
Some will switch to cable and satellite until they too increase
their fees. Some will give up the internet at home and just
go to the libraries where it is free and use hotspots or cyber cafes
when they need to.

Is it really fair to be charged more for being addicted to the internet?
Tv cable charges flat fees for the month, no matter how many
hours you watch tv shows. At least the quality of programming
is paid for and above the amateur/independent videos on the
internet. Does it make sense to pay more money to watch your
neighbour's pet dancing or their children singing? The fun part
of the internet is it's interactive nature where the viewers are also
the content providers. Is it fair that Bell will be the only one making
more money without producing the videos online?

Please read Paul Louro's posted warning
http://community.acanac.com/Acanac/viewtopic.php?f=8&t=10703
and go to the Competitive Broadband website to add your viewpoint
http://www.competitivebroadband.com/the-issue-in-a-nutshell.aspx
before the final decision by CRTC/Bell is made 3 months from now!
Customers opinions count! Do you think that internet prices should go up
and be based on usage with a base caps of 60Gb a month or not?
Acanac only has one residential plan 5Mb unlimited targeted towards
the heavy user internet addict which costs $18.95 month prepaid
for the first year or $39.95 month. If the CRTC/Bell decision to charge based
on usage is approved, this type of customer will have to pay more per
extra GB over the base cap of 60GB.

Imelda_Acanac

Sep 13th, 2009, 12:37 PM

Bell General English Exit: Request for Chat Transcript

General Info
Chat start time Sep 13, 2009 11:49:19 AM EST
Chat end time Sep 13, 2009 12:25:00 PM EST
Duration (actual chatting time) 00:35:41
Operator Steffi

Chat Transcript
info: A chat representative will be with you in about 0 minute(s). Thank you for waiting.
info: Chat representative Steffi has joined the session and is ready to help. To start, please provide your name and home phone number.
Steffi: Hello, thank you for visiting bell.ca. How may I help you today?
Imelda 416 203 6909: I was a Bell customer then changed to Yak although I have a Solo mobile. I'm wondering about the internet. How much is the Performance on its own not in a bundle?
Steffi: It's for about $39.95/month + $3.95/month (modem rental charges).
Imelda 416 203 6909: Is that the monthly or do you have longer discounted terms ?
Steffi: It's the monthly fee.
Imelda 416 203 6909: You have no year terms or half a year terms?
Steffi: There is no contract towards the Internet service.
Imelda 416 203 6909: What if I go over the 60GB cap. How much is it for extra GBs?
Steffi: May I know your province please?
Imelda 416 203 6909: Ontario
Steffi: Well, the each additional GB would be charged $2/month.
Imelda 416 203 6909: So if I use 100GB, I would pay for the extra 40GB x $2 = $80 more plus $39.95 base
Imelda 416 203 6909: $120
Steffi: The 25 GB is the monthly usage included in the plan.
Imelda 416 203 6909: It shows here as 60GB http://www.bell.ca/shopping/internet.portal?_nfpb=true&_windowLabel=PrsShpInt_NewAccess_internetBrowse_po rtlet&PrsShpInt_NewAccess_internetBrowse_portlet_actionO verride=%2Fportlets%2Fpersonal%2Finternet%2Fbrowse %2FgetDetailPage&_pageLabel=PrsShpInt_NewAccess
Imelda 416 203 6909: Bell Internet Performance 60GB 7Mbs
Steffi: Kindly change your province at the top of the page.
Imelda 416 203 6909: I see so each province has different caps. It is 25GB up to 6Gb for ON.
Steffi: Yes, you are correct.
Imelda 416 203 6909: So if I go over the 25GB and use 100GB a month, I would pay $39.95 base plus $2 x 75GB extra at $150 more
Imelda 416 203 6909: total about $190 for that month
Steffi: The maximum overage charge is about $30 extra.
Imelda 416 203 6909: I see ok. But would it be better to switch to Max 16 at 75GB base?
Imelda 416 203 6909: How much would it be without a bundle?
Steffi: It's for $59.95/Month + $3.95/month (modem rental charges).
Imelda 416 203 6909: And how much would extra GB be? $2 per GB at a max of $30 over?
Steffi: $1/additional GB at a max of $30.
Steffi: If you wish to increase your usage, you can add up "Usage Insurance Plan" for $5/month to get 40GB/month extra usage.
Imelda 416 203 6909: I see. What if I live far from the CO, and can only get 5Mbs. The Max plan has up to 16Mbs.
Steffi: In that case, the Max 16 will not be provided to you.
Steffi: Only available service could be provided.
Imelda 416 203 6909: So you would advise to try the slower plans? Performance plan has up to 6Mb
Steffi: Yes, it is.
Imelda 416 203 6909: Ok so best would be Performance plan of 6Mbs and 25GB base cap plus $30 max for overage or get insurance of $5 month instead of paying for extra GB
Imelda 416 203 6909: $39.95 plus $5 ins.
Imelda 416 203 6909: for 40GB extra
Imelda 416 203 6909: but what if I go over the 25GB base and the 40GB insured
Imelda 416 203 6909: and I use 100GB a month
Steffi: You can add this usage insurance plan twice for $10/month to get 80GB/month extra.
Imelda 416 203 6909: I see so 25GB base cap plus 80Gb would be 105GB a month at $39.95 plus $10 insurance equals $49.95 a month
Steffi: Yes, it is.
Imelda 416 203 6909: Ok thanks. Can I change the plan after and add more insurance if needed?
Steffi: Yes, you can change the plan later. Only 3 insurance packs could be added up as a maximum.
Imelda 416 203 6909: Ok I see. If it goes over the 3 insurance packs, how much for extra GB then?
Imelda 416 203 6909: $1?
Imelda 416 203 6909: or $2
Steffi: It's $2/additioanal GB towards Performance plan.
Imelda 416 203 6909: I see. And if I want the bundle prices, I can switch my home phone from Yak back to Bell?
Steffi: Yes, you can.
Imelda 416 203 6909: Ok thanks a lot. Can I get a copy of this chat transcript sent to my email?
Steffi: I'm sorry Imelda that I don't have such an option to send you the email.
Imelda 416 203 6909: I see an envelope on this chat window. I will try to email it from here then. Thanks!
info: We will send the transcript to imeldas@acanac.com at the end of your chat.
_________
For me, if I had to go with Bell, the best dsl internet plan based on speeds/usage in
Ontario would be the Performance Plan $39.95 of 25GB plus $10 insurance for 80GB
extra usage totalling $49.95 a month for 105GB data up to 6Mbs speeds.
If I switch my phone from Yak $30.46 to Bell phone I can get the bundle prices instead.

Imelda O. Suzara
Acanac Rep

Cas77

Sep 14th, 2009, 11:06 AM

Question for you Imelda;

Can the virtual PC be used as a seedbox?

Thx!

chenj16

Sep 14th, 2009, 12:31 PM

deals_addict

Sep 14th, 2009, 12:32 PM

weedb0y

Sep 14th, 2009, 12:38 PM

Hi Imelda,

I would like to get acanac (new customer), how can I tell that it is availabe in my area (Major Mac & Buthurst), and I have rogers home phone, does this mean I have to pay for Dry Loop?

Thanks

Service is probably available, yes, you will need to get $8 dry loop, you will need to get a REAL telephone line and not something over a cable.

Total is around $27/month inclusive of dry loop for first year.

Imelda_Acanac

Sep 14th, 2009, 01:34 PM

I checked your profile speeds again in Bell Portal
and they match now and are more than the 5Mb average
for residential speeds since the CO has a remote.
I sent you a pm.

Imelda O. Suzara
Acanac Rep

Thanks for the quick reply, but where did you send the email to? I didn't get it from my yahoo email which is associated with my acanac account.

Imelda_Acanac

Sep 14th, 2009, 01:57 PM

I need your address to check if Acanac serves your home.
Ask Rogers if your home phone is digital and if so you need
to get a dry loop with Acanac dsl, or if it is analog then
ask for its CID number instead.

Imelda O. Suzara
Acanac Rep

Hi Imelda,

I would like to get acanac (new customer), how can I tell that it is availabe in my area (Major Mac & Buthurst), and I have rogers home phone, does this mean I have to pay for Dry Loop?

Thanks

deals_addict

Sep 14th, 2009, 02:34 PM

Hi Imelda,

I just pm'ed you.

I need your address to check if Acanac serves your home.
Ask Rogers if your home phone is digital and if so you need
to get a dry loop with Acanac dsl, or if it is analog then
ask for its CID number instead.

Imelda O. Suzara
Acanac Rep

Reborn

Sep 14th, 2009, 11:56 PM

Hi Imelda,

I'm Acanac for the first time today, but the speed is not up to satisfactory, i'm only getting 3.40MB/s down and 0.37MB/s up..

http://www.speedtest.net/result/562923709.png (http://www.speedtest.net)

can you please advise? Thanks!
my username is: fy567g54@acanac.net

Btw, I came from bell, and i had 5.8mb down and 0.7mb up while with bell. Thanks!

http://img38.imageshack.us/img38/3236/speedv.gif

i wonder how i should feel.

It actually got slower since i passed my 1 month free refund. From 1.8mb down to 1.1mb down.

I am stuck with hating dsl for a year. I am too far from their central office apparently.

This is like the speed of Rogers rocket stick. and 1/12 of rogers extreme...lucky me.

chenj16

Sep 15th, 2009, 12:06 AM

I checked your profile speeds again in Bell Portal
and they match now and are more than the 5Mb average
for residential speeds since the CO has a remote.
I sent you a pm.

Imelda O. Suzara
Acanac Rep

thank you very much Imelda! the speed are now very good, acanac got one more happy customer!

Imelda_Acanac

Sep 15th, 2009, 09:33 AM

Sometimes repair tickets for 'slow speeds' or
'raise profile' can improve a customer's connection.
If you send me a pm with your name and number
I can check Bell Portal to see your line/modem statistics.

Imelda O. Suzara
Acanac Rep

http://img38.imageshack.us/img38/3236/speedv.gif

i wonder how i should feel.

It actually got slower since i passed my 1 month free refund. From 1.8mb down to 1.1mb down.

I am stuck with hating dsl for a year. I am too far from their central office apparently.

This is like the speed of Rogers rocket stick. and 1/12 of rogers extreme...lucky me.

Imelda_Acanac

Sep 15th, 2009, 10:46 AM

I just got a reply from Kylan, one of our tech supervisors
and his reply 'The paid versions of the VPC can be used
as a seed box yes. The free version no.'

However, Acanac's free online pc and ssh tunnel are also
on the faster fiber optic network and can be used for transferring
files downloading and uploading using ftp and the ssh
tunnel workaround from the throttling of lines, and for
streaming with http. You can read more info on these
links http://acanac.ca/SSH-Tunnel-U.htm and
https://community.acanac.com/acanac/ and Feature Panel
http://www.acanac.net . Other features include: 100GB online
storage, file manager, ftp accounts, 100 email accounts, webpage with
your dsl account.
You can upload your files from your hard drive 3 ways:
1) using a regular browser logged in to your 100GB storage and File Manager
2) emailing them as file attachments
3) ftp://usernamelowercase@ftpserver.acanac.com then enter password as is
then go to the network browser online pc you can log into your 100GB storage
or email and access your files wherever there is internet access.

I had to look up the meaning of 'seedbox' and found this link
http://www.afterdawn.com/glossary/terms/seedbox.cfm.
'A Seedbox is a private dedicated server used for uploading
and downloading of digital files.' Yes you can use the
online pc for that and ssh tunnel. If you are already an
Acanac customer, please email support@acanac.com
with your username/password for access to it.

Fiber optic online pc speeds
http://www.speedtest.net/result/569471518.png (http://www.speedtest.net)
http://www.acanac.ca/speedtest/
Download Speed: 77724 kbps (9715.5 KB/sec transfer rate)
Upload Speed: 18630 kbps (2328.8 KB/sec transfer rate)

Regular browser speeds
http://www.speedtest.net/result/569473317.png (http://www.speedtest.net)
http://www.acanac.ca/speedtest/
Download Speed: 4060 kbps (507.5 KB/sec transfer rate)
Upload Speed: 622 kbps (77.8 KB/sec transfer rate)
Modem speeds in Bell Portal 5056/800
In http://192.168.1.1 at studio i 5056/800

Imelda O. Suzara
Acanac Rep

Question for you Imelda;

Can the virtual PC be used as a seedbox?

Thx!

chenj16

Sep 15th, 2009, 11:46 AM

Imelda_Acanac

Sep 16th, 2009, 09:56 AM

For any billing issues, please email billing@acanac.com
because they can make the changes to customers accounts
and correct any dates if needed. Usually for late activations,
new customers make such requests to the Billing department.

Imelda O. Suzara
Acanac Rep

Hi Imelda, my cc was charged on the 3rd and activation date was the 10th, can you adjust my start date? thanks!

TheLip

Sep 16th, 2009, 09:58 AM

Hi Everyone,

I've been an Acanac user for almost a year now (on a promo). I have to admit that their service is pretty solid. I'll also point out, however, that I did have a few issues getting setup initially as it was a Bell Tech that set me up, not an Acanac Tech. With that being said, once the service was setup, its been rock solid.

Imelda_Acanac

Sep 19th, 2009, 11:33 AM

Thank you for giving a good example of a new customer.
Usually, the initial activation of the line by a Bell technician
and the setup of the modem and home network with new
customers and Acanac technicians over the phone or email
or even through this forum requires the most communication
and troubleshooting. Some customers have simple setups:
modem preconfigured by Acanac to simply plug in to the jack
with a computer linked by ethernet cable, filter on each phone
but not on the modem but others have more complicated setups
with more equipment with modems they bought themselves
requiring enough technical knowledge that they can do it themselves:
modem, wireless router, voip ata, phones, printer, fax machine,
answering machine, game player, etc. Some will contact Acanac
for help and the community forum is available for other equipment
troubleshooting, accessible through Feature Panel http://acanac.net/.

Repair tickets are opened: no sync, intermittent sync, slow speeds,
raise profile, remote request, etc. and Acanac technicians troubleshoot
and Bell technicians check the outside lines of customers homes.
The first 30 days are there for ensuring that customers are satisfied
with the connection and speeds, or if not, cancellations and refunds
are processed because of the Acanac 30 day money back guarantee.

Imelda O. Suzara
Acanac Rep

Hi Everyone,

I've been an Acanac user for almost a year now (on a promo). I have to admit that their service is pretty solid. I'll also point out, however, that I did have a few issues getting setup initially as it was a Bell Tech that set me up, not an Acanac Tech. With that being said, once the service was setup, its been rock solid.

Bundy5686

Sep 19th, 2009, 04:00 PM

As far I understand it, everybody is throttled (TekSavvy included). Mother Bell owns the lines and they rent them to the smaller ISP's. Bell throttles everything, (their services and the smaller ISP's).

From their site;

Imelda_Acanac

Sep 21st, 2009, 11:11 AM

Bell already has usage billing and caps to limit the minority of heavy users
but aside from that, there are heavy peak hours when many users are online
4pm to 2am since workers and students come home from work and school
and go online, so like any highway, the internet or information highway,
slows down for everyone due to number of data, just like cars in traffic hours.
This slowing down happens even if Bell stops traffic management or throttling.

Refer article http://www.canada.com/montrealgazette/news/story.html?id=3b50140e-610c-4245-a234-1ae04193a5f2&k=66930

Imelda O. Suzara
Acanac Rep

As far I understand it, everybody is throttled (TekSavvy included). Mother Bell owns the lines and they rent them to the smaller ISP's. Bell throttles everything, (their services and the smaller ISP's).

From their site;

Imelda_Acanac

Sep 23rd, 2009, 10:34 AM

Visiting family in Newark, California (1 hr from San Francisco)
and thanks to the network browser of Acanac on the fast
fiber optic line, I am able to work anywhere with an internet
connection. Customers also have access through the free online pc
and paid vps on the same fiber optic line. This is useful
for world travelers to have access to a fast internet network
with storage, email, applications, etc. I am accessing it
through an internet connection provided by Comcast from
my sister's home but the fiber optic line and server is still
through Acanac no matter which isp I use around the world.

Using the fiber optic network browser
To the Toronto speed test server
http://www.speedtest.net/result/572718131.png (http://www.speedtest.net)
http://www.acanac.ca/speedtest/
Download Speed: 53791 kbps (6723.9 KB/sec transfer rate)
Upload Speed: 7122 kbps (890.3 KB/sec transfer rate)

To the San Francisco speed test server
http://www.speedtest.net/result/572718901.png (http://www.speedtest.net)

Using the regular browser
To the San Francisco speed test server
http://www.speedtest.net/result/572721062.png (http://www.speedtest.net)

To the Toronto speed test server
http://www.speedtest.net/result/572721693.png (http://www.speedtest.net)
http://www.acanac.ca/speedtest
Download Speed: 5164 kbps (645.5 KB/sec transfer rate)
Upload Speed: 2464 kbps (308 KB/sec transfer rate)

Imelda O. Suzara
Acanac Rep

can2000

Sep 23rd, 2009, 12:27 PM

Imelda_Acanac

Sep 23rd, 2009, 01:09 PM

Since I know it works, I suggest you shop around for
the same setup. It is also being used worldwide
according to this http://business.motorola.com/videosurveillance/resources/index.html

Imelda O. Suzara
Acanac Rep

Any wireless camera deal you can recommend now? thanks

anisa_

Sep 23rd, 2009, 10:22 PM

what s the cost for residential DSL thru acanada after the first year commitment?

Imelda_Acanac

Sep 24th, 2009, 11:06 AM

Depending on the term you decide to renew it
the regular term prices apply. Please read
http://acanac.com/DSL-Terms.htm.

Imelda O. Suzara
Acanac Rep

what s the cost for residential DSL thru acanada after the first year commitment?

rdx

Sep 24th, 2009, 02:09 PM

Depending on the term you decide to renew it
the regular term prices apply. Please read
http://acanac.com/DSL-Terms.htm.

Imelda O. Suzara
Acanac Rep

So if I renew and prepaid for 12 months, it will be $18.95 (tax included) per month?

Imelda_Acanac

Sep 24th, 2009, 04:53 PM

Imelda_Acanac

Sep 27th, 2009, 03:45 PM

Family bought a new PS3 player for games at Best Buy
http://www.us.playstation.com/PS3
for $299 USD plus a $30 Star Wars game. It can also
download from the internet for games and movies.
Such technology will need faster speeds and graphic
quality and for heavy internet users an unlimited fast speed
plan should be available and affordable with costs being
passed onto the entertainment companies that can afford
paying extra bandwidth fees to phone, cable or fios line companies,
instead of to individual customers.
Entertainment companies for games, music and movies:
Sony PS3 http://www.us.playstation.com/PS3
Microsoft Xbox http://www.xbox.com/en-CA/games/gamesondemand/
Nintendo Wii http://www.nintendo.com/wii/internet
and the big music and movie companies that make money
selling to customers per download file should be the ones
paying the extra bandwidth fees.

Imelda O. Suzara
Acanac Rep

Gunz16

Sep 27th, 2009, 10:22 PM

Imelda_Acanac

Sep 28th, 2009, 05:49 PM

Indirectly, that the unlimited plans offered by small isps
such as Acanac are more suitable for gamers and that
if Bell tries to impose usage based billing, that the costs
be charged to entertainment companies, not individual customers.

Imelda O. Suzara
Acanac Rep

What are you saying here besides your poor grammar?

Imelda_Acanac

Sep 29th, 2009, 11:32 AM

The latest mlppp update from Paul Louro, President of Acanac:
'Very soon. The LNS servers our up and just doing the final tests.'
Read the community forum for more news
http://community.acanac.com/acanac/viewtopic.php?f=22&t=10697&start=0&st=0&sk=t&sd=a&hilit=mlppp

Imelda O. Suzara
Acanac Rep

Quiggie

Sep 29th, 2009, 01:31 PM

I've been with acanac for almost 2 years and so far I'm reasonably pleased. Definitely recommended.

Imelda_Acanac

Sep 29th, 2009, 02:48 PM

Using one sister's Comcast http://www.comcast.com/ internet
connection, bundled with television and telephone, I realized
how it may not be such a good idea to have the phone bundled
with it because when service in the area is down, even the phone
does not work! I had to dial their toll free number using my cell
phone to hear the message that the service network is down
after punching in my sister's phone number with area code.
My mother had her tv on waiting for the signals, I had my Macbook
waiting, then finally the cable line fixed itself and the modem and
router lights all came on including the internet, tv and phone.
According to a Comcast rep I spoke to, it may be that a phone pole
was hit in an accident and there is nothing wrong with Comcast
or our home. Then an automated call back message rang and said
that the service is up and fixed.

Imelda O. Suzara
Acanac Rep

Scott84

Sep 30th, 2009, 06:13 PM

How fast is this service?

Right now with Rogers $45 a month bundle, i download at up to 1.8MB/sec depending on the site.

Saving $12 a month might be worth it if the speed is somewhat comparable.

Imelda_Acanac

Oct 1st, 2009, 10:05 AM

Dsl internet uses the phone lines not cable lines
and for homes depending on distance from the Bell
CO and other factors, can reach up to 5M speeds
download and 800K upload. If you pm me your
full address with postal code, I can check Bell Portal
to see estimated speeds for your address.
For the first year, the promotional deal is discounted
to $18.95 month but prepaid for 12 months.

Imelda O. Suzara
Acanac Rep

How fast is this service?

Right now with Rogers $45 a month bundle, i download at up to 1.8MB/sec depending on the site.

Saving $12 a month might be worth it if the speed is somewhat comparable.

techliquidators

Oct 1st, 2009, 02:45 PM

Here's my take on Acanac.
I have had their voip service for 2 years, at my 2 year renewal I've asked their customer support the following request, which any other competitor would find very reasonable. In a nut shell, I'm not happy with their level of customers service. The individuals who respond to support inquiries could also use some work. So think twice before going with them.

Here is why:

my account is up for renewal.
I would like to change the display name to (the initials of my 3
kids) or to have my name removed from the display all together.
If this can be done , I would be happy to renew for another year.
please advise.
thanks
------------------------------------------------
From: "Acanac Inc ( Hamed )"

Hello,

Please dial *67 and try again.

Best Regards,
Acanac Inc.
----------------------------------------------------------------

From: "Acanac Inc ( Hamed )"

Hello,

Due to Acanac policy we are not able to change the caller ID name as it must be same as the account owner name,
You can disable the caller ID by your ATA device or change the ownership of your account if you wish to have another name.

Best Regards,
Acanac Inc

----------------------------------------------
And then when I asked for them to refer me to a mgmt person to assist me, I get this. So much for good customer service.
--------------------------------

From: "Acanac Inc. ( Yashar )"

Hi,

Dear customer,

Due to Acanac rules the caller ID display name of each customer has to reflect the name of the account owner.
So please do not persist on your request because there is nothing we can do about that.
Best Regards,
Acanac Inc.

mlven78

Oct 1st, 2009, 06:49 PM

The promo discount is only for the first year.
On the second year of prepaid on the year term
it is $33.95 x 12 = $407.40 including taxes.

Imelda O. Suzara
Acanac Rep

So if I renew and prepaid for 12 months, it will be $18.95 (tax included) per month?

Based on the website you are providing (http://acanac.com/DSL-Terms.htm) there is nothing to indicate that the $18.95 price is only for the first year.

Quiggie

Oct 1st, 2009, 07:01 PM

Based on the website you are providing (http://acanac.com/DSL-Terms.htm) there is nothing to indicate that the $18.95 price is only for the first year.
When you click on "more info" it says it: http://acanac.ca/more-info.htm

Imelda_Acanac

Oct 1st, 2009, 09:43 PM

The suggestion to disable call display entirely is possible
if you are using a voip ata.
'You can disable the caller ID by your ATA device'
as per your request 'to have my name removed from
the display all together'. Or when you renew, I can ask
billing and support departments if it can show the initials
only if your account name too will show the same. However,
the concern can also possibly be due to using children's names
on utility bills with parents credit cards.

We hope to find a solution to retain you as a customer.
If you pm your name and number, I can try to follow up
on your request.

Imelda O. Suzara
Acanac Rep

Here's my take on Acanac.
I have had their voip service for 2 years, at my 2 year renewal I've asked their customer support the following request, which any other competitor would find very reasonable. In a nut shell, I'm not happy with their level of customers service. The individuals who respond to support inquiries could also use some work. So think twice before going with them.

Here is why:

my account is up for renewal.
I would like to change the display name to (the initials of my 3
kids) or to have my name removed from the display all together.
If this can be done , I would be happy to renew for another year.
please advise.
thanks
------------------------------------------------
From: "Acanac Inc ( Hamed )"

Hello,

Please dial *67 and try again.

Best Regards,
Acanac Inc.
----------------------------------------------------------------

From: "Acanac Inc ( Hamed )"

Hello,

Due to Acanac policy we are not able to change the caller ID name as it must be same as the account owner name,
You can disable the caller ID by your ATA device or change the ownership of your account if you wish to have another name.

Best Regards,
Acanac Inc

----------------------------------------------
And then when I asked for them to refer me to a mgmt person to assist me, I get this. So much for good customer service.
--------------------------------

From: "Acanac Inc. ( Yashar )"

Hi,

Dear customer,

Due to Acanac rules the caller ID display name of each customer has to reflect the name of the account owner.
So please do not persist on your request because there is nothing we can do about that.
Best Regards,
Acanac Inc.

Imelda_Acanac

Oct 1st, 2009, 09:51 PM

On that webpage, for the prepaid year term, both prices show
'12 Months $33.95/month $18.95' with the $33.95 crossed out
and the $18.95 written beside in orange lettering.

Imelda O. Suzara
Acanac Rep

Based on the website you are providing (http://acanac.com/DSL-Terms.htm) there is nothing to indicate that the $18.95 price is only for the first year.

Scott84

Oct 1st, 2009, 11:35 PM

Dsl internet uses the phone lines not cable lines
and for homes depending on distance from the Bell
CO and other factors, can reach up to 5M speeds
download and 800K upload. If you pm me your
full address with postal code, I can check Bell Portal
to see estimated speeds for your address.
For the first year, the promotional deal is discounted
to $18.95 month but prepaid for 12 months.

Imelda O. Suzara
Acanac Rep

That doesnt tell me average speeds per second....

Anyone comment on what kind of speeds they get from Acanac?

Looking for people who DON'T work for the company...

stevelam

Oct 2nd, 2009, 03:03 PM

That doesnt tell me average speeds per second....

Anyone comment on what kind of speeds they get from Acanac?

Looking for people who DON'T work for the company...

and how exactly is anyone going to give you an 'average speed' since it will obviously depend on your location? if you wanted speeds, tons of people are commenting on what they're getting in this 150+ page thread.

why dont you just PM imelda about it with your address etc like the post says?

Scott84

Oct 4th, 2009, 02:08 AM

because I may be moving shortly, hence why I might need to switch providers.

Either way, im asking for average speeds for each user as in what they usually get, im not worried about distance, etc. But yea, I will go through the pages for the posts with speeds.

A few people have PM'd me. most say 700 KB/S.... one guy says he downloads at 4.2MB/Sec

CatDog

Oct 4th, 2009, 03:28 PM

Weird,

I was having alot of connection issues earlier today (Streetsville) and now the max DL I'm getting is 200kb/sec.

Someone play with my profile? Everything was running "OK" for the past couple of months.

Acanac I wish you resold Rogers, DSL sucks.

agiga

Oct 5th, 2009, 07:20 AM

I've been having issues since yesterday and I'm in Ottawa South. Connection was intermittent and starting yesterday evening I wasn't able to connect to any websites. Service is still down today and I have ruled out that it's an issue with my computer as this is happening on multiple laptops and I've ruled out a router issue as I still can't connect even when wired directly into my modem.

I'm very dissapointed with the service options from Acanac. Their phone support hours are 9am - midnight Monday to Friday and outside of that their support is through email ????!!! How am I supposed to email if I have no internet connection! What kind of service is that? I had to leave the house today to find internet at a starbucks just to contact their emergency support via email.

Chigu

Oct 5th, 2009, 09:47 AM

Unfortunatly due to the fact that I have Rogers Home phone (on a digital network), I am unable to get ACANAC, and the dry loop will only work on a phone jack that doesn't currently get a dial tone (which is an inconvenient area for me). Just an FYI to any rogers home phone customers out there.

needdegree

Oct 5th, 2009, 01:03 PM

Hello OP, what do I have to do if I want to cancel my service after one year. My Visa was charged for over $500 for the second year service already, can I get a refund? thanks for your help.

Imelda_Acanac

Oct 5th, 2009, 01:57 PM

For customers who are having speed, connection or billing
problems, you can post here or send a pm or email imeldas@acanac.com
even on the weekends since I work Saturday and Sunday too.
If you pm your name and number, I can check your profile
in Bell Portal.

Imelda O. Suzara
Acanac Rep

Weird,

I was having alot of connection issues earlier today (Streetsville) and now the max DL I'm getting is 200kb/sec.

Someone play with my profile? Everything was running "OK" for the past couple of months.

Acanac I wish you resold Rogers, DSL sucks.

I've been having issues since yesterday and I'm in Ottawa South. Connection was intermittent and starting yesterday evening I wasn't able to connect to any websites. Service is still down today and I have ruled out that it's an issue with my computer as this is happening on multiple laptops and I've ruled out a router issue as I still can't connect even when wired directly into my modem.

I'm very dissapointed with the service options from Acanac. Their phone support hours are 9am - midnight Monday to Friday and outside of that their support is through email ????!!! How am I supposed to email if I have no internet connection! What kind of service is that? I had to leave the house today to find internet at a starbucks just to contact their emergency support via email.

Imelda_Acanac

Oct 5th, 2009, 02:06 PM

Renewals are auto billed on credit cards on the same year term
at $407.40 for the dsl ($33.95 month) plus dry loop $96 year.
If you had emailed billing@acanac.com before your renewal
date, it would not have been billed. But as it has already been done,
you can still cancel by emailing billing@acanac.com with the reason
for cancellation and you will be refunded the unused months minus
a month for the current service.

Imelda O. Suzara
Acanac Rep

Hello OP, what do I have to do if I want to cancel my service after one year. My Visa was charged for over $500 for the second year service already, can I get a refund? thanks for your help.

Imelda_Acanac

Oct 7th, 2009, 12:51 PM

Subject: RE: Keep Broadband Competitive in Canada
From: RaeB@parl.gc.ca
Date: Tue, October 6, 2009 4:44 pm
To: imeldas@acanac.com
Priority: Normal
Options: View Full Header | View Printable Version | Download this as a file

Dear Ms. Suzara

Thank you for your correspondence concerning the broadband industry in Canada. The Liberal Party believes that competitive rates and accessibility for high speed internet are key components for economic growth in Canada.

We have some of the highest-cost internet access when compared to other developed nations. It is important to note that in 2002, Canada ranked 2nd out of 30 OECD countries in number of broadband users per 100 inhabitants. In 2007, we dropped to 10th. Furthermore, in costs versus speed, Canada ranks 27th out of 30 for average broadband monthly price per advertised megabit per second.

What we need is better service for Canadian consumers. Canadians deserve the best internet service possible along with competitive fares. This is what we need to do in order to compete in a new global economy. A Liberal government will take steps to increase competition and get more investment into internet infrastructure. These steps must be taken in order to lower rates and improve broadband services for all.

The future economy will be very dependent on the digital economy. It is crucial that we, as a country, invest in broadband infrastructure today. Our Caucus is very determined on this issue, and will continue to work hard in the House of Commons and in the Senate to best serve Canadians.

Thank you again for your correspondence on this important matter. Should you have any questions or comments about this or any other matter, please do not hesitate to contact Mr. Rae again.

Yours Sincerely

Christopher Leslie
Parliamentary Assistant
Office of the Hon. Bob Rae
613-992-5234
raeb@parl.gc.ca
_______
From: imeldas@acanac.com [/3rdparty/squirrelmail/src/compose.php?send_to=imeldas@acanac.com]
Sent: September 10, 2009 12:34 PM
To: Rae, Bob - M.P.
Subject: Keep Broadband Competitive in Canada

To whom it may concern:

I work for Acanac Inc http://acanac.net
and I am reading the news on the proposed
Bell/CRTC decision to impose caps and usage
billing on customers. I think it is unfair
to penalize internet addicts who download/stream
watching videos and playing games online, and those
who provide video/graphic content and upload a lot
since these have large files. One reason is because
the other broadcasting media such as television
and radio are unlimited and customers either get it
free by antenna air or pay a fee by cable/satellite.
There are no restrictions on amount of viewing time
and size of data files which are billed to the customer.
So why should the internet be restricted by limitations
of caps and have extra fees based on usage? Another, the
bulk of the content is uploaded by the users themselves
on Youtube.com and other p2p http://en.wikipedia.org/wiki/Peer-to-peer
practises such as email and file sharing. Internet is
also interactive with users and clients/servers.
So to be fair, the internet should be unlimited in usage.
Acanac currently offers it as such.

Imelda O. Suzara

Name: Imelda Ortega Suzara
Organization: Acanac
Email: imeldas@acanac.com
City: Toronto
Province: Ontario

shaolinmonk

Oct 7th, 2009, 02:08 PM

bump...just signed up for this and hope it treats me well..

Reborn

Oct 8th, 2009, 10:49 AM

Imelda_Acanac

Oct 8th, 2009, 01:10 PM

Thank you for posting your experience. It took a long time
to get this done and repeat requests. The first 'remote request'
ticket was made August 26 and repeated when our Bell contact
confirmed there was space available by September 16.
Tickets were opened and unfortunately the Bell techs had
mistaken it twice as a 'raise profile' which delayed it even more
until finally today, success! You are now getting 5M residential speeds
from the previous 1M down speed due to the distance from CO and
now even the attenuation distance has been shortened closer as a result.
Part of the Bell tech notes 'Resolution code: Cable wiring/pair changed'.

Thank you for your patience and cooperation!

Imelda O. Suzara
Acanac Rep

Thank you Imelda,

I had slow speeds to start off with, b/c of the distance of my house from their hq. Had a remote set up, and back to blazing speeds of 4.5 mbs. If you guys have any issues imelda has been very helpful, thank you very much again.

stevelam

Oct 8th, 2009, 01:25 PM

Thank you Imelda,

I had slow speeds to start off with, b/c of the distance of my house from their hq. Had a remote set up, and back to blazing speeds of 4.5 mbs. If you guys have any issues imelda has been very helpful, thank you very much again.

curious what do you mean by a 'remote set up'? i signed up for acanac as well but do not have service just yet (i get it on oct 13th). just want to get all the bases covered in case my initial speeds aren't up to par (was told by imelda i would be eligible for 5mbps due to my location)

*EDIT* nevermind, imelda explained it!

Imelda_Acanac

Oct 8th, 2009, 02:29 PM

In Bell Portal, customers phone lines both regular wet loop
and no dial tone dry loop can be served and connected to either
a Host or Remote from the Central Office of Bell in a neighbourhood.
Distance from the CO is the major factor in internet speeds wherein
the closer a customer's home to the CO, the faster the speed.
Another factor is whether the line is served from a Host or Remote
wherein those on Remote strangely tend to have a greater chance of getting
faster speeds due to the Remote acting similar to a speed booster. But not
all COs have a remote nearby as it is expensive equipment and are in
areas with enough population to make it worth installing.
Our Bell contact and technical supervisor explained a Remote
'It's a booster when customers are too far from the CO.'

Imelda O. Suzara
Acanac Rep

Thank you Imelda,

I had slow speeds to start off with, b/c of the distance of my house from their hq. Had a remote set up, and back to blazing speeds of 4.5 mbs. If you guys have any issues imelda has been very helpful, thank you very much again.

curious what do you mean by a 'remote set up'? i signed up for acanac as well but do not have service just yet (i get it on oct 13th). just want to get all the bases covered in case my initial speeds aren't up to par (was told by imelda i would be eligible for 5mbps due to my location)

*EDIT* nevermind, imelda explained it!

Imelda_Acanac

Oct 9th, 2009, 12:54 PM

For those concerned about ping time, Speedtest has
a new ping test http://www.pingtest.net/. Ping measures
roundtrip time for computer to server time delay which
matters in video streaming, gaming, and voip.
Note: repeat testing shows different ping times

My results using the fiber optic and staff Firefox browser
http://www.pingtest.net/result/564460.png (http://www.pingtest.net)

Using regular dsl and Firefox browser
http://www.pingtest.net/result/564577.png (http://www.pingtest.net)

Refer to definition http://en.wikipedia.org/wiki/Ping

Imelda O. Suzara
Acanac Rep

rivet

Oct 9th, 2009, 05:52 PM

Hello,

Has any one here that has a instable internet because there is interference from your alarm system and need a proper alarm filter? Just to check here.

Thanks,

fredsmith

Oct 10th, 2009, 10:16 AM

Hello,

Has any one here that has a instable internet because there is interference from your alarm system and need a proper alarm filter? Just to check here.

Thanks,

Alarm systems should not impact on the DSL connection except when they seize the line to report. On the other hand, many alarm panels have serious issues trying to communicate with the central station over DSL equipped lines unless there is a filter in place.

Some alarm companies are 'good enough' to install a single filter ahead of the panel and all of the house wiring and to run the DSL modem from a separate cable wired ahead of that filter, but most often they do not.

Special bridging filters are available that will maintain the DSL connection during the reporting period. These plug in between the panel and it's CA-38A (disconnect) jack. Your alarm company should be able to provide the filter.

If your alarm doesn't have a jack then you should contact your company and insist that they provide one whether you have DSL service or not - and it should be wired so that the alarm sounds if the cable is unplugged - it might be the only way to establish communication in the event of an alarm system failure - not to mention that you need a place to plug the DSL filter in if you need one.

If anyone needs a bridging filter they can PM me - they are available for $35 each plus postage - applicable taxes would apply. Local pickup available in Montreal.

Imelda_Acanac

Oct 10th, 2009, 01:04 PM

Other dsl internet customers have experienced frequent
disconnection problems due to alarm systems that are
also using the phone line. There are various filters that can
work to solve this and some are cheap and can be installed
by the customer but more complicated ones have to be done
by the alarm company or the phone company.

Refer to alarm filter and pots splitter types
http://www.hometech.com/hts/products/phone_data/filters/index.html
Refer to alarm filter problem
https://community.acanac.com/acanac/viewtopic.php?f=21&t=6998&start=0&st=0&sk=t&sd=a&hilit=alarm+alarm+filter
http://forums.whirlpool.net.au/forum-replies-archive.cfm/510424.html

Imelda O. Suzara
Acanac Rep

fredsmith

Oct 10th, 2009, 01:59 PM

. . . . . .more complicated ones have to be done
by the alarm company or the phone company.

No Imelda, they do not.

There are, as I wrote, bridging filters that are simply plugged between the alarm company's phone line plug (which is a requirement for alarms that report using POTS) and the jack into which it goes. Note that a CA-38a is an 8 pin jack with a set of shorting bars that complete the circuit from the CO to the house phones that would otherwise be controlled by the panel. Without the shorting bars the line would go dead if you unplugged the alarm panel. The idea is that if you have a problem with the phone line you can isolate the alarm from it to determine whether it is the alarm system or something related to the phone company causing the problem.

The special filter bridges the DSL signal from the wires to the CO to those that go to the house phones and it filters (blocks) the DSL carrier from reaching the wires that connect to the alarm panel when the panel is off hook.

The jack is a standard. The wiring is a standard. It is a specified prerequisite to having an alarm system wired to a phone line. And the filter is therefore also a standard.

If your system uses your phone line and does not have the plug and jack, then you should have the alarm company install one - it IS the rule.

So if your system is installed according to the rules, the bridging filter is the answer . . . and if it is not, then you should have it brought up to spec.

This is pretty basic stuff - and the situations and warnings at the Whirlpool site do not apply in Canada - we do things differently here -it is absolutely required that a CA-38a jack be installed.

If you don't have one and you call in the phone company they will often disconnect the alarm panel - had a client who uses Videotron that went the other way last week . . . . the idiot installer removed the CA-38a and twisted the pairs together - he even took the jack with him when he left for some reason.

So my installer wired the cable directly to the panel and the client will be invoicing Videotron for the cost of our service call. Such is the state of the world of the phone companies in an era where the phone company is no longer in total control.

Prices have come down, but so has the quality and reliability of the service.

rivet

Oct 10th, 2009, 09:04 PM

I don't quite get all this details. Do you mean the alarm system won't affect DSL internet connection unless they are actually alarming?

Alarm systems should not impact on the DSL connection except when they seize the line to report. On the other hand, many alarm panels have serious issues trying to communicate with the central station over DSL equipped lines unless there is a filter in place.

Some alarm companies are 'good enough' to install a single filter ahead of the panel and all of the house wiring and to run the DSL modem from a separate cable wired ahead of that filter, but most often they do not.

Special bridging filters are available that will maintain the DSL connection during the reporting period. These plug in between the panel and it's CA-38A (disconnect) jack. Your alarm company should be able to provide the filter.

If your alarm doesn't have a jack then you should contact your company and insist that they provide one whether you have DSL service or not - and it should be wired so that the alarm sounds if the cable is unplugged - it might be the only way to establish communication in the event of an alarm system failure - not to mention that you need a place to plug the DSL filter in if you need one.

If anyone needs a bridging filter they can PM me - they are available for $35 each plus postage - applicable taxes would apply. Local pickup available in Montreal.

fredsmith

Oct 11th, 2009, 02:31 AM

I don't quite get all this details. Do you mean the alarm system won't affect DSL internet connection unless they are actually alarming?

Alarm systems will only impact on the DSL connectivity while actively communicating - they are wired 'in series' with the phone line and when they go to call in (which they can do for any of many reasons, including periodic testing, smoke, water, heat, intrusion, panic, flood and so on. They also can call in when the condition is restored (reset), when the power fails, when the battery is low, if someone cuts a wire and so on.

If your DSL modem is wired AHEAD of the alarm panel, then the internet conection will continue to work during the reporting interval. If the DSL modem is wired after the panel, then it will be cut off along with the 'house phones'.

They are wired this way to prevent a "bad guy" from jammming the reporting by taking a phone off hook (also in case you happened to knock a phone off the hook) or by plugging something into a jack.

Since most DSL modems are simply plugged into a standard telephone jack, if you want your connectivity to survive the 'line seizure' as it is called, you will need a bridging filter.

Then again, there are some pretty sloppy alarm companies out there. Some of them might just wire the panel across the line rather than in series, in which case you will not suffer the disconnection . . . then again, you are then vulnerable to simple 'take the phone off the hook' attacks.

How can you tell? When you test your alarm all of the jacks should be cut off for the 30 seconds to a minuite that it takes for the alarm to report.

Imelda_Acanac

Oct 11th, 2009, 10:35 AM

fredsmith

Oct 11th, 2009, 12:06 PM

Any work involving phone or electric wiring, it would be
safer to contact a professional because of electric shock
and to ensure that the correct wires are connected.
Some customers had a pots splitter installed by either the
phone or alarm company if it is active. Simple filters can
be done on your own but it does not involved handling live
wires that can shock. Alarms that call in to phones need
to be connected properly and having voice and dsl internet
run along the same lines requires either a splitter or filter.
If you do a Google search on this subject of alarm filter or
splitter, there are many articles of advice.
If an alarm sounds, it would not make sense to be on the
internet anyway, so the alarm should have priority.
Refer to http://www.homephonewiring.com/dsl.html
and http://www.hometech.com/hts/products/phone_data/filters/index.html.

Imelda O. Suzara
Acanac Rep

Since the above seems to be a result of the questions about alarms and filters, I'll presume that this is what the comment is all about.

Alarms that communicate via dial-up telephone are supposed to have a CA-38a jack - as such no professional is required, since the bridging filters simply plug in between te alarm panel and the jack.

Further, many alarm systems report using multiple connections - sometimes it is dial-up, other times it is IP (though you'd better have a backup path) or via cellular (again, you'd better have a backup). Neither IP nor cellular is reliable enough to serve as the sole connection mechanism.

In Bell Canada land you can also have a dedicated leased line (called DVACS - in BC they call it Project Victoria), but it is only available in those territories.

There are other wired and wireless mechanisms, such as Bell's old Mobitex network (called ARDIS) and private wireless as well as POCSAG and such, but the vast majority of commercial and residential alarms dial in and every one of those in Canada is supposed to have a CA-38a jack.

No electrician required. Just an honourable alarm contractor.

If you have cameras (or other services) in your home, maintaining the IP connection might be a priority for you - you would want to be able to remotely check the premises - if there's a diosconnect, the public IP address might change and you would be locked out for several minutes.

Imelda_Acanac

Oct 11th, 2009, 01:03 PM

There is probably a charge for a pots splitter installation
so customers with alarms on their phone lines should
ask either the phone or alarm company the costs. Acanac
does not do the installations since it is only an internet
service provider. Most customers do not have the skills
to do the wiring themselves and risk electric shock.

Imelda O. Suzara
Acanac Rep

Since the above seems to be a result of the questions about alarms and filters, I'll presume that this is what the comment is all about.

Alarms that communicate via dial-up telephone are supposed to have a CA-38a jack - as such no professional is required, since the bridging filters simply plug in between te alarm panel and the jack.

Further, many alarm systems report using multiple connections - sometimes it is dial-up, other times it is IP (though you'd better have a backup path) or via cellular (again, you'd better have a backup). Neither IP nor cellular is reliable enough to serve as the sole connection mechanism.

In Bell Canada land you can also have a dedicated leased line (called DVACS - in BC they call it Project Victoria), but it is only available in those territories.

There are other wired and wireless mechanisms, such as Bell's old Mobitex network (called ARDIS) and private wireless as well as POCSAG and such, but the vast majority of commercial and residential alarms dial in and every one of those in Canada is supposed to have a CA-38a jack.

No electrician required. Just an honourable alarm contractor.

If you have cameras (or other services) in your home, maintaining the IP connection might be a priority for you - you would want to be able to remotely check the premises - if there's a diosconnect, the public IP address might change and you would be locked out for several minutes.

fredsmith

Oct 11th, 2009, 03:31 PM

There is probably a charge for a pots splitter installation
so customers with alarms on their phone lines should
ask either the phone or alarm company the costs. Acanac
does not do the installations since it is only an internet
service provider. Most customers do not have the skills
to do the wiring themselves and risk electric shock.

Imelda O. Suzara
Acanac Rep

No.

When you have an alarm installed the alarm company is supposed to install a CA38a jack or to order one installed by the phone company to allow the panel to be disconnected for reasons related to troubleshooting in the event of a problem. Its been this way for almost 30 years. (Back in the bad old days before interconnect, the phone company had to install the jack, now it can be done by anyone)

If you have an alarm that uses dial-up connections and and there is no jack your panel is either not wired for line seizure or the alarm company has not installed the panel in accordance with the requirements.

In either case, they should be called in to properly install a jack. They should not charge for doing this because it was supposed to be provided when the system was installed.

Depending on how things are done they might be able to use a single conventional filter to protect the entire house (which only works if there is a dedicated wire running from ther DSL modem's jack to the telco entry). That is something the alarm company can do for you .

If you have the jack, then all you'll need is a bridging filter and possibly individual filters at each regular phone. Plug and play.

Note that without a filter ahead of the panel (the bridging filter does this) it may be unable to reliably communicate with the monitoring station.

rivet

Oct 11th, 2009, 10:51 PM

Hi, Imelda, just be clear, what kind of "alarm system" you are always refer to that may be a reason that cause my internet instability?

Basically, our building has a fire alarm just like every apt., house or office has. It will only alarm but not call my phone. So it shouldn't be on my phone line right?

There is probably a charge for a pots splitter installation
so customers with alarms on their phone lines should
ask either the phone or alarm company the costs. Acanac
does not do the installations since it is only an internet
service provider. Most customers do not have the skills
to do the wiring themselves and risk electric shock.

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Oct 12th, 2009, 09:52 AM

I emailed the university building management about it.
If their fire alarm is not connected to the phone line
then it should not be interfering with it. When you get
the new modem since the old one may be defective, we
can find out why your connection is unstable after this;
the last Bell tech noted that it may be the modem. If the
problem persists then the technicians will figure it out.

Imelda O. Suzara
Acanac Rep

Hi, Imelda, just be clear, what kind of "alarm system" you are always refer to that may be a reason that cause my internet instability?

Basically, our building has a fire alarm just like every apt., house or office has. It will only alarm but not call my phone. So it shouldn't be on my phone line right?

Imelda_Acanac

Oct 12th, 2009, 10:09 AM

After experiencing internet in California while visiting family,
it may be timely to compare/contrast internet plans with those
in Ontario Canada. One sister has Comcast over cable and
another sister has Verizon on a mobile stick, which also has
phone dsl. Both these companies encourage customers to
view video movies and play games, if you look at their websites.
Neither of them impose usage based billing nor caps, the way
Bell proposes all dsl isps should. Americans are lucky to have
big companies encouraging internet usage -- watch video movies
and play games -- without charging more money! Most of the content
is also American. They also have bundles and extras if you pay
for the extra content from television and movie, but they do not charge
extra for data passing through their lines.
Verizon
http://www22.verizon.com/residential/highspeedinternet/faq/faq.html#six_one
Comcast
http://www.comcast.net/benefits/

If the CRTC would study the American model of internet services
and pattern their regulations on the freedom of usage enjoyed by
Americans, then maybe Canadians can continue to keep up with
those who are ahead in information, entertainment, communication
and education.
Refer to 484 http://www.crtc.gc.ca/eng/archive/2009/2009-484.htm

Imelda O. Suzara
Acanac Rep

tdeem1

Oct 14th, 2009, 02:25 PM

can we change to a static IP address on the residential unlimited DSL plan?

if so, is there a charge for it?

Imelda_Acanac

Oct 14th, 2009, 03:57 PM

A customer can get a static ip if on a business account
which includes 6 static ips on the business plan
http://acanac.ca/DSL-feature.htm, but residential plan
only has dynamic ips.

Imelda O. Suzara
Acanac Rep

can we change to a static IP address on the residential unlimited DSL plan?

if so, is there a charge for it?

S150PM

Oct 14th, 2009, 04:05 PM

can we change to a static IP address on the residential unlimited DSL plan?

if so, is there a charge for it?
You can get it free if you email support

We already offer it for free for any client that request it. Just email support and request one.

https://community.acanac.com/acanac/viewtopic.php?f=22&t=9762

tdeem1

Oct 15th, 2009, 11:13 AM

You can get it free if you email support

https://community.acanac.com/acanac/viewtopic.php?f=22&t=9762

I tried, they told me I need a business plan and in my opinion, that's simply crazy. It is enough of a deal breaker for me that I won't renew when time comes around for that.

Too bad, I was one of those that was happy with acanac and had no other complaints.

techliquidators

Oct 15th, 2009, 11:17 AM

I tried, they told me I need a business plan and in my opinion, that's simply crazy. It is enough of a deal breaker for me that I won't renew when time comes around for that.

Too bad, I was one of those that was happy with acanac and had no other complaints.

thats what happens when you deal with a small company like Acanac. They make up their policies and expect that those who have service from them to bend over and take it.

tdeem1

Oct 15th, 2009, 11:42 AM

I tried, they told me I need a business plan and in my opinion, that's simply crazy. It is enough of a deal breaker for me that I won't renew when time comes around for that.

Too bad, I was one of those that was happy with acanac and had no other complaints.

OK....

so I thought I'd take another kick at the cat, and tried calling this time.
2 rings -- auto answer "press 4 for technical service"
pressed 4
omg...within 20 secs a CSR was on the line woohoo!!!

So I made my request, and to my surprise, his response was. "We have a specific email address for you to make these requests and they'll make the change within 24 hours -- no charge". and then he gave me the address and told me what info to include (usual stuff -- name, phone #, username, email address).

send email to staticrequest@acanac.com

I hung up, sent the email and got auto-response "Your ticket has been submitted to our Static IP Request department"
LQQKs promising!!!!!!

Lets see what happens.

Thanks S150PM for pointing me in the right direction!!

Imelda_Acanac

Oct 15th, 2009, 04:25 PM

I asked Paul Louro to clarify about this if residential
customers too can get a static ip and his reply
'Yes they can. Free of charge as well.'
But usually business customers make those requests
according to sales and support departments.

Imelda O. Suzara
Acanac Rep

OK....

so I thought I'd take another kick at the cat, and tried calling this time.
2 rings -- auto answer "press 4 for technical service"
pressed 4
omg...within 20 secs a CSR was on the line woohoo!!!

So I made my request, and to my surprise, his response was. "We have a specific email address for you to make these requests and they'll make the change within 24 hours -- no charge". and then he gave me the address and told me what info to include (usual stuff -- name, phone #, username, email address).

I don't know if it is OK to post the email address here. If it is OK, I will edit this post and add it.

I hung up, sent the email and got auto-response "Your ticket has been submitted to our Static IP Request department"
LQQKs promising!!!!!!

Lets see what happens.

Thanks S150PM for pointing me in the right direction!!

ffkly

Oct 15th, 2009, 04:32 PM

why static IP? any advantages?

Davecachia

Oct 15th, 2009, 05:19 PM

Servers.. things you don't want to have to change the DNS on every time it is shut down.

Etc.

Imelda_Acanac

Oct 15th, 2009, 05:44 PM

From Wikipedia, the uses are explained.
Static ip is used for businesses with domain names.
'Uses of static addressing
Some infrastructure situations have to use static addressing,
such as when finding the Domain Name System host that will
translate domain names to IP addresses.'

Dynamic ip is used for residential since it is not important
to have a specific one every session online.
'Uses of dynamic addressing
Dynamic IP addresses are most frequently assigned on LANs and
broadband networks by Dynamic Host Configuration Protocol (DHCP)
servers. They are used because it avoids the administrative burden of
assigning specific static addresses to each device on a network. It also
allows many devices to share limited address space on a network if
only some of them will be online at a particular time.'

Reference http://en.wikipedia.org/wiki/IP_address

Imelda O. Suzara
Acanac Rep

why static IP? any advantages?

PsychoMantis

Oct 15th, 2009, 06:01 PM

tdeem1

Oct 16th, 2009, 01:02 PM

would it be possible to tell us the email address where wed send the request, and also what information to include:?:

info to include (usual stuff -- name, phone #, username, email address).

send email to staticrequest@acanac.com

(edited earlier post to add the email addy)

shaolinmonk

Oct 16th, 2009, 06:05 PM

well service is up and running... kinda slow ~450KB/s download..

Helimaker

Oct 16th, 2009, 08:18 PM

Downloading is actually pretty decent.

Imelda_Acanac

Oct 17th, 2009, 12:24 PM

Yesterday there was an electrical power outage in the
Queen and Sherbourne area for a few blocks for
a few hours. When electricity returned later in the afternoon,
the internet connection here was intermittent for wireless
connections. The ethernet worked better but the wireless
station I set in my Airport Express was not appearing
on the list of wireless stations. Even today I had to open
a repair ticket for my own setup because my profile in Bell
Portal showed this 'Sync rate tool returned an error' and no
statistics showed to provide information on my line/modem.
The electromagnetic field for wireless connections probably
needs time to build up again. My wireless station is working
again but my profile has to be mapped again.

Imelda O. Suzara
Acanac Rep

Messerschmitt

Oct 17th, 2009, 01:11 PM

Is Acanac available in BC?

fredsmith

Oct 17th, 2009, 02:34 PM

The electromagnetic field for wireless connections probably
needs time to build up again.

What?

jackwest

Oct 17th, 2009, 05:03 PM

The electromagnetic field for wireless connections probably
needs time to build up again. My wireless station is working
again but my profile has to be mapped again.

Imelda O. Suzara
Acanac Rep

wow, which century is your technology from? 19th or 23rd?

Imelda_Acanac

Oct 18th, 2009, 11:02 AM

Wireless devices are on electromagnetic frequencies
which are invisible but are sending and receiving signals:
radio, tv, cordless and cell phone, microwave, wifi router, etc.
If you do a search on Google or Yahoo, there are articles
that discuss this. In urban areas close to the stations,
the signals are stronger but in rural remote areas weaker.
Ditto with a home network where the closer your laptop
is to the modem/wifi router, the stronger the signal.

Refer
http://en.wikipedia.org/wiki/Wireless
http://en.wikipedia.org/wiki/Electric_power_transmission
http://www.harmoniousliving.co.za/Wellbeing/Health/Are-You-Allergic-to-Wireless-Internet/

jackwest

Oct 18th, 2009, 11:06 AM

so, would you say Acanac's electromagnetic field builds up faster and has higher quality than other ISPs?

stevelam

Oct 18th, 2009, 11:29 AM

well service is up and running... kinda slow ~450KB/s download..

um how is that slow..thats basically 5mb profile almost. dsl is generally slower than cable if thats what you're comparing it to.

shaolinmonk

Oct 18th, 2009, 11:29 PM

Sorry I meant 450 kbps that's like half a Meg I think

ah_long

Oct 19th, 2009, 12:41 AM

joined acanac..
service is good so far.. no complaints.. speed was down for a day or two, but they they got it fixed within 48hours of calling (bell profile issue)..

can't beat the price..

Imelda_Acanac

Oct 19th, 2009, 06:30 PM

I can base it only on my experience with my own wireless
network setup. There were 2 power outages this year
so far in this neighbourhood, possibly linked to the TTC streetcar
construction going on along Queen Street and I noticed
that my wireless setup with Airport Express took awhile
to go online whereas my ethernet connected earlier.

Imelda O. Suzara
Acanac Rep

so, would you say Acanac's electromagnetic field builds up faster and has higher quality than other ISPs?

GoodDeal

Oct 19th, 2009, 06:38 PM

Hi Imelda, I'm trying to return the Acanac modem (I bought my own DSL modem). I called Acanac on Oct. 13 and was told to send an email to billing@acanac.com with my request. I sent the email right after the call on Oct. 13, and then I sent another email Oct. 15 and still not reply.

How long does it take for Acanac to respond to their emails?? This is the first bad experience I've had with Acanac. I've been very happy with the DSL service.

Let me know what I should do to return the Acanac modem and receive a refund (as per my contract terms).

stevelam

Oct 20th, 2009, 07:28 AM

Sorry I meant 450 kbps that's like half a Meg I think

that is actually still the right speed. 5mb profile is around 500-525 kbps. so you're near the top end of a 5mbps profile. you don't get 5 megabytes per second if thats what you're thinking. i do agree its odd and misleading way to represent speed though but that is how the industry is.

here is some explanation of speed:

http://www.dslreports.com/forum/r21424946-So-5mbps-actually-means-what

stevelam

Oct 20th, 2009, 07:31 AM

GoodDeal

Oct 20th, 2009, 01:17 PM

Imelda_Acanac

Oct 20th, 2009, 02:05 PM

When you want to return the modem for refund,
you can either drop it off at the store
1346 Bloor St. W, Toronto
and get a receipt for it there
or send it to the head office
1650 Dundas Street East. Unit 204
Mississauga, Ontario L4X 2Z3.
Email shipping@acanac.com and they will inform
billing department and after 2 weeks
if its condition is accepted as working, you will
get a refund by credit card or cheque.

Imelda O. Suzara
Acanac Rep

Hi Imelda, I'm trying to return the Acanac modem (I bought my own DSL modem). I called Acanac on Oct. 13 and was told to send an email to billing@acanac.com with my request. I sent the email right after the call on Oct. 13, and then I sent another email Oct. 15 and still not reply.

How long does it take for Acanac to respond to their emails?? This is the first bad experience I've had with Acanac. I've been very happy with the DSL service.

Let me know what I should do to return the Acanac modem and receive a refund (as per my contract terms).

Imelda_Acanac

Oct 20th, 2009, 02:42 PM

I attended an all day seminar at the Metro Toronto Convention Center
hosted by Enterprise Toronto with several corporate sponsors
http://www.enterprisetoronto.com/index.cfm?linkid=99&linktype=mainlink&fromurl=boxes&content_id=2412
This event was listed in Redflagdeals for free. I listened
to some interesting business speakers and according to some
internet experts about 70% of Canadians are online using the
internet regularly! Most of them are in Ontario and Quebec.
The demand for information online is important and interactive.
It becomes clear that unlimited plans will be in demand too
especially for heavy users and families with 3 or more users
from one home location.

Imelda O. Suzara
Acanac Rep

shaolinmonk

Oct 20th, 2009, 07:29 PM

that is actually still the right speed. 5mb profile is around 500-525 kbps. so you're near the top end of a 5mbps profile. you don't get 5 megabytes per second if thats what you're thinking. i do agree its odd and misleading way to represent speed though but that is how the industry is.

here is some explanation of speed:

http://www.dslreports.com/forum/r21424946-So-5mbps-actually-means-what

still confused why is my speed soo much lower then the isp average?
http://www.speedtest.net/result/598020895.png (http://www.speedtest.net)

Imelda_Acanac

Oct 21st, 2009, 11:08 AM

Upon activation it sometimes takes a few days and
repair tickets to find the best profile speeds for each
new line/modem setup. Try doing a speed test in the
closest city to where you are. I sent you a pm as well
and the ticket is still open and waiting for the techs to
check it. In the meantime, you can email support@acanac.com
with your username to get access to Acanac faster fiber
optic network, online pc, ssh tunnel and storage
http://acanac.net . Acanac has other customers in your building
with 5M so that is what your line /modem should get too.

Imelda O. Suzara
Acanac Rep

still confused why is my speed soo much lower then the isp average?
http://www.speedtest.net/result/598020895.png (http://www.speedtest.net)

shaolinmonk

Oct 21st, 2009, 11:46 AM

I checked today and it's up to 1.7MB/s now for download

stevelam.. I don't think that's correct or i used the wrong format.. either way kbps is not the same as kb/s

500Kbps = 61.04kB/s = 0.5MBp

I would need 3686.4 Kbps = 450 kB/s = 3.69 Mbps

Imelda_Acanac

Oct 21st, 2009, 01:26 PM

Federal Communications Commission is having a public meeting
October 22 on net neutrality. How coincidental to the CRTC
pending decision on the internet in Canada. What does this mean
to the internet consumer? About 70% of Canadians use the internet
which is growing faster than print, tv, radio, although lots of homes
have all the broadcasting media. It helps the governments decide
the rules when the public gives feedback, so please participate.

References:
http://www.broadband.gov/
http://blog.openinternet.gov/
http://www.crn.com/networking/220700461;jsessionid=IHEMJ5BMHIOYZQE1GHPSKHWATMY32 JVN?cid=ChannelWebBreakingNews
http://www.consumersforinternetcompetition.com/
http://www.crtc.gc.ca/eng/NEWS/RELEASES/2009/r091021.htm
http://www.cata.ca/Communities/caip/

Imelda_Acanac

Oct 24th, 2009, 10:13 AM

A very important decision was made on October 21 by the CRTC
the authority on telecommunications in Canada. After months of
public consultation with smaller isps and Bell and other phone
and internet providers, one important step was decided -- that of
transparency on traffic management practises with customers.

'The Commission is also requiring ISPs to inform consumers of their
practices, which will help them to make more informed decisions
about the Internet services they purchase and use.'

Customers need truthful and factual information to make informed decisions
about the plans offered by various isps. The amount of speed and data
possible and what price to pay for it. If customers are given misinformation
or conflicting information on their lines and the technical capability for
speed and data possible through the lines based on factors such as distance
from the Central Office, line quality, inside wiring, modem sync, etc. the
customers will be confused and unable to decide which isp plan best suits
their needs and their budgets.

Both the technical and economic measures of traffic management
should be honest and transparent between the customers and the providers;
technical measures: low caps, low line profile speeds, throttling and
economical measures in pricing plans. Some isps put different prices on plans
based on amount of speed and data caps; some offer unlimited.
But estimated speeds may differ from actual speeds and
it does take activation of the individual line to a home to determine what is
actually technically possible for that line to the home. For phone dsl internet,
the major factor determining speeds is that of distance of a home from the CO.
Maybe there should be a more accurate calculator of speed possible available
to the public so that they can just enter their address or phone number to see
what is technically possible for the line before they purchase. Distance includes
the outside line to the home and its inside wiring or the loop and attenuation
calculation.

If usage based billing passes, this is an economic measure of traffic management
based on a customer's budget because a copper line may be technically capable of
.512M to 8.5M but different pricing plans will determine which one the consumer will choose.
Those with less money and needs will probably choose the cheaper plan but those
who are net addicts will have to pay more for higher speeds and usage if their
lines are capable.

Acanac currently only has one residential plan of 5M unlimited at $18.95 month
prepaid for the first year. Customers whose lines were capable of reaching 5M were
satisfied and remain, but those who got less were dissatisfied and some canceled
within 30 days and got refunded and chose a different isp or canceled after the year
when the price goes back to its regular rates of $33.95 month on a prepaid year term.
However, because of technical limitations of phone dsl, they probably still have slower
speeds due to their distance from the CO. Customers who have switched isps
through the years should know technical limitations of the lines of their homes by now.
Unlimited plans with flat fees are best for families, small businesses and companies,
and net addicts.

Reference:
CRTC decision http://www.crtc.gc.ca/eng/NEWS/RELEASES/2009/r091021.htm
CO locations based on phone area code http://www.telcodata.us/telcodata/telco
Google directions between CO and customer home in kms for outside line estimation
http://maps.google.com/
CAIP http://www.cata.ca/Communities/caip/

fredsmith

Oct 24th, 2009, 12:04 PM

I'd have thought that the CRTCs decision on throttling would have merited a mention . . . .

I notice that, even though the decision was effectiive 'immediately' on the 21st, Bell continues to throttle - and I have yet to receive my 30 day notice, as prescribed in the decision.

CatDog

Oct 25th, 2009, 03:15 PM

has anyone had problems lately in the streetsville area?

disconnections for half an hour, only for it to connect and then the speed be unreliable.

only if you guys resold cable..

weedb0y

Oct 25th, 2009, 09:00 PM

has anyone had problems lately in the streetsville area?

disconnections for half an hour, only for it to connect and then the speed be unreliable.

only if you guys resold cable..

Solid here in Streetsville. Although, BELL has been working in the area and DSL (sympatico and non-sympatico) has been affected in the past week or so.

Imelda_Acanac

Oct 26th, 2009, 09:43 AM

If your service is down, you can first try rebooting (power off/on)
to see if it is only your line/modem out of sync with data traffic.
If you think it is the network, you can go to the Contact Us page
(maybe call a friend with internet connection to see it)
http://acanac.ca/support/contactus.php and see the status, and call
DSL Phone Support :
Mon-Fri 9am-12am
1-866-281-3538

Imelda O. Suzara
Acanac Rep

has anyone had problems lately in the streetsville area?

disconnections for half an hour, only for it to connect and then the speed be unreliable.

only if you guys resold cable..

Imelda_Acanac

Oct 26th, 2009, 12:54 PM

For tenants who rent basement or hi rise apartment units,
when connecting to dsl internet, make sure to shop around
by calling various isps and read websites. Call or email
to find out estimates of speeds and data from your home
address. There are ways to determine potential speeds
based on distance, the main factor which is calculated
in kilometers from your home to the phone central office in
your area. It is usually a rough estimation because it does
take actual activation to find out true speeds when calculation
includes the outside line and inside wiring of your home.
Building owners should have their rental units checked for
wiring, both phone and cable to ensure that the units are prepared
for tenants who require phone, internet, and television.

Some rental units are preset low .512M (half 1M) in basements and apartments
by Bell, but requests for increasing speeds can be done with
the help of isps when ordering. The more customers know the
technical capability of their lines, what speeds and data are possible,
the more informed their decisions will be and which isp to choose.
The recent CRTC decision for transparency with customers was passed.
If you are a tenant, it may help to also contact the building
owner/manager to find out if the building is ready for internet. The
owner can hire an independent electrician to check inside wiring,
floor risers, and the main terminal room and they can deal with Bell
about the outside line and your chosen isp to determine best
possible speeds for the building and your unit.

Reference:
http://about.telus.com/publicpolicy/bics_bc/TELUS-MDU-Cabling-Guidelines.pdf
http://www.crtc.gc.ca/eng/NEWS/RELEASES/2009/r091021.htm
http://www.r3x.net/smartbuildings/

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Oct 26th, 2009, 04:36 PM

Hi,

I emailed Paul Louro, Pres. of Acanac about how you started
the main thread for Acanac in RFD and asked how to thank you.
His reply is copied below and I'm posting it online too:
'I can provide this person with a free Zazeen account.
Lets say our Ultra Extreme. 20Mbps Down and 20Mbps up.
As along as he is an Acanac client.'
Here is the website with details of the new service
http://www.zazeen.com/.

If you pm me your name, then we can confirm your account
with Acanac and you can enjoy Zazeen!

Imelda O. Suzara
Acanac Rep

http://acanac.ca/google-promo.htm?gclid=CM71oPiEvZcCFQVfFQodjW7kSg

100 Gigs of Online Storage
12 month contract that you pay up front <$228 for the year
30 day money back policy if you don't like their services
<$34 (taxes in) a month after the one year deal is done
Unlimited downloads, No Capping :)

Don't know the expiry on this deal (NOTE: Looks like it ends January 31). So hurry up and get it. Worst case utilize their 30 day money back policy. Promo only available in Ontario and Quebec.

Here's a review of their services (82% approval rating);
http://www.dslreports.com/comments/2744

:cheesygriPlease ***********************************:cheesygri

Thanks.

BTW, I've had Acanac since Sunday and have had no disconnections and a smooth 5mb service so far. I was with TekSavvy prior and would disconnect at least once a day. We have 3 computers, 2 of them were running WoW without lagging and the other one ran smoothly as well. Best Internet I've ever had.

cell567

Oct 26th, 2009, 06:54 PM

What's the cheapest dsl modem I can purchase to work with Acanec? How would I go abouts configuring it and what not? Thanks for any input!

weedb0y

Oct 27th, 2009, 02:06 AM

What's the cheapest dsl modem I can purchase to work with Acanec? How would I go abouts configuring it and what not? Thanks for any input!

Check them out on CanadaComputers.com, should $25-35 bucks. Basic one will do.

Imelda_Acanac

Oct 27th, 2009, 09:28 AM

We usually only provide technical support for modems we sell
but we do have a community forum for other modems and common
issues discussed with tech moderators advising
https://community.acanac.com/acanac/viewforum.php?f=9&st=0&sk=t&sd=d&start=0 .
These are the brand models Acanac sells preconfigured $49.95 refundable
with live phone tech support: Lynx 210, Aztech 600eu and Speedstream 4100.
When you sign up as a customer, you will get a username/password
to put in your modem to gain access to the Acanac server.

Imelda O. Suzara
Acanac Rep

What's the cheapest dsl modem I can purchase to work with Acanec? How would I go abouts configuring it and what not? Thanks for any input!

Imelda_Acanac

Oct 27th, 2009, 11:33 AM

For heavy users who are the targets of deep packet inspection
used by phone companies and some isps in their efforts at
traffic management on data congestion, it helps to research
on articles written about it. Internet Assigned Numbers Authority (IANA)
assigns ports that can be used for applications affected by throttling.
Note: throttling is not done on the lines but on the data types; some
p2p file sharing is considered piracy of copyrighted materials.

'If you’re using an application/protocol during peak periods, such as encrypted FTP and
find that it cannot attain full speed, please first ensure that you are using the standard
port assigned for the application/protocol in question (as per the IANA:
http://www.iana.org/assignments/port-numbers).'

http://www.p2pnet.net/story/17347
http://iana.org/about/
http://www.google.com/hostednews/afp/article/ALeqM5iSMHwj-dc95VP6D2bDacqGRFXqkA

Imelda O. Suzara
Acanac Rep

ffkly

Oct 27th, 2009, 01:24 PM

What's the cheapest dsl modem I can purchase to work with Acanec? How would I go abouts configuring it and what not? Thanks for any input!

check the cyt computers, cheapest one only $15

Imelda_Acanac

Oct 28th, 2009, 11:31 AM

Now that the computers and the internet are used as the
latest broadcasting medium for movies, music, shows, news,
with the combined function of cinema, radio, tv and print media,
the issue of copyright for the content arises. File sharing
where copyrighted content is uploaded and downloaded
for free by user members on websites does not add to the
fortune of the content producers but increases their fame.
With all these big files, phone companies and isps that
throttle with DPI may one day work with the producers, law
enforcers and governments with Bill C-61 to thwart free file
sharing/broadcasting/distributing online, although most of the
content shared tends to be American not Canadian.
Or maybe a computer antenna will be developed so that
the internet will be free too, the way tv and radio can be?
Acanac has a website for sharing videos and music with
other customer members http://www.acanac.org.

Reference:
http://www.momomesh.com/
http://www.napster.ca/ and http://en.wikipedia.org/wiki/Napster
http://www.imeem.com/
http://www.youtube.com/
http://www.joost.com/
http://www.cbc.ca/technology/story/2008/06/19/tech-copyright.html?ref=rss&loomia_si=t0:a16:g2:r2:c0.0978643:b17587308
http://www2.parl.gc.ca/HousePublications/Publication.aspx?DocId=3570473&Language=e&Mode=1

Imelda O. Suzara
Acanac Rep

Teletran

Nov 1st, 2009, 12:06 PM

Thank you for your correspondence concerning the broadband industry in Canada. The Liberal Party believes that competitive rates and accessibility for high speed internet are key components for economic growth in Canada.

We have some of the highest-cost internet access when compared to other developed nations. It is important to note that in 2002, Canada ranked 2nd out of 30 OECD countries in number of broadband users per 100 inhabitants. In 2007, we dropped to 10th. Furthermore, in costs versus speed, Canada ranks 27th out of 30 for average broadband monthly price per advertised megabit per second.

What we need is better service for Canadian consumers. Canadians deserve the best internet service possible along with competitive fares. This is what we need to do in order to compete in a new global economy. A Liberal government will take steps to increase competition and get more investment into internet infrastructure. These steps must be taken in order to lower rates and improve broadband services for all.

The future economy will be very dependent on the digital economy. It is crucial that we, as a country, invest in broadband infrastructure today. Our Caucus is very determined on this issue, and will continue to work hard in the House of Commons and in the Senate to best serve Canadians.

Thank you again for your correspondence on this important matter. Should you have any questions or comments about this or any other matter, please do not hesitate to contact Mr. Rae again.

Yours Sincerely

Christopher Leslie
Parliamentary Assistant
Office of the Hon. Bob Rae
613-992-5234
raeb@parl.gc.ca
_______

I received the same canned response from my local Liberal MP to which I have responded and asked them to clarify the actions that the Liberal party is undertaking to ensure fair competition and lower telecom prices for the consumer.

I will report back if I receive any response.

BMR

Nov 1st, 2009, 10:33 PM

Imelda:

I am sure the question has already been asked, but why does all of the providers of DSL asside from Bell, cut off at 5Mb while Bell is currently giving me 7 and I have the option to go for 12 or 16?

I am in the midst of renewing my internet service with Bell now and the best I can get from Retention is $33 per month for 6Mbit connection NOT the 7Mbit that I have now and a 65GB monthly cap of data.

Why should I switch to Acanac ?? If you were not under the throttling ban that Bell imposes for P2P then I would switch for sure, but otherwise, why switch? The reason that I ask, is that I know Bell are hard to deal with, with all of the problems in billing and fees etc, but I have found that once I get the deal finalized and follow it up, that it is correct and lasts for the year that it is in place. As well, I must comment that My DSL service has been up 24/7 for years with Bell and I can only think of two times in the past 4 years where it was down for several hours. I am concerned that If I were to switch to a small company like Acanac, that I now have yet another layer to deal with and that there will be a greater chance for down time.

Could others who have a Bell plan now that is superior to the one they are offering me post their deals here or at least provide feedback on the one that I am being offered.

Thank you,

BMR

darkprince

Nov 1st, 2009, 11:48 PM

Switch to Acanac from Bell back in the summer. Haven't look back since.

Paid everything up front dun have to worry about paying my bills every month. I only had 2 minor hiccups which was dealt with withi 24 hours.

No-more errors billings, no more calling retention calling, no more calling customer service to get the errors fixed every single month!

No more worrying about going over my limit. (NO MORE CAP)

I am happy with Acanac!

Imelda:

I am sure the question has already been asked, but why does all of the providers of DSL asside from Bell, cut off at 5Mb while Bell is currently giving me 7 and I have the option to go for 12 or 16?

I am in the midst of renewing my internet service with Bell now and the best I can get from Retention is $33 per month for 6Mbit connection NOT the 7Mbit that I have now and a 65GB monthly cap of data.

Why should I switch to Acanac ?? If you were not under the throttling ban that Bell imposes for P2P then I would switch for sure, but otherwise, why switch? The reason that I ask, is that I know Bell are hard to deal with, with all of the problems in billing and fees etc, but I have found that once I get the deal finalized and follow it up, that it is correct and lasts for the year that it is in place. As well, I must comment that My DSL service has been up 24/7 for years with Bell and I can only think of two times in the past 4 years where it was down for several hours. I am concerned that If I were to switch to a small company like Acanac, that I now have yet another layer to deal with and that there will be a greater chance for down time.

Could others who have a Bell plan now that is superior to the one they are offering me post their deals here or at least provide feedback on the one that I am being offered.

Thank you,

BMR

shaolinmonk

Nov 2nd, 2009, 10:58 AM

I'm up and running now as well.. they fixed my line over the weekend and i've up to 5mb/s now.

Imelda_Acanac

Nov 2nd, 2009, 02:56 PM

I asked Paul Louro, President of Acanac this question and his reply:
'Because they say they are using ADSL 2+ for the 7Mbps service. We are
still waiting for the final approval to offer ADSL 2+ speeds. The CRTC
has already approved, however Bell is asking the government for a
review. They have to make a decision before years end.'

So, some of the limitations of speeds are possibly capped by Bell until then...
although some Acanac customers are already getting 6M+,
unless one is really far from the Central Office in your area.
Some modems are adsl2+ capable already so the copper lines may
actually be capable of faster speeds when Bell agrees that other dsl isps
can offer faster profile speeds too for internet plans by 2010.

Refer http://en.wikipedia.org/wiki/Asymmetric_digital_subscriber_line

Imelda O. Suzara
Acanac Rep

Imelda:

I am sure the question has already been asked, but why does all of the providers of DSL asside from Bell, cut off at 5Mb while Bell is currently giving me 7 and I have the option to go for 12 or 16?

I am in the midst of renewing my internet service with Bell now and the best I can get from Retention is $33 per month for 6Mbit connection NOT the 7Mbit that I have now and a 65GB monthly cap of data.

Why should I switch to Acanac ?? If you were not under the throttling ban that Bell imposes for P2P then I would switch for sure, but otherwise, why switch? The reason that I ask, is that I know Bell are hard to deal with, with all of the problems in billing and fees etc, but I have found that once I get the deal finalized and follow it up, that it is correct and lasts for the year that it is in place. As well, I must comment that My DSL service has been up 24/7 for years with Bell and I can only think of two times in the past 4 years where it was down for several hours. I am concerned that If I were to switch to a small company like Acanac, that I now have yet another layer to deal with and that there will be a greater chance for down time.

Could others who have a Bell plan now that is superior to the one they are offering me post their deals here or at least provide feedback on the one that I am being offered.

Thank you,

BMR

BMR

Nov 2nd, 2009, 04:16 PM

Thank you Imelda:

Does this mean the Acanac is planning to offer speeds such as 7, 12 and 16 MBits per sec and if so, will they still be unlimited and will there be large price increases for these higher speed levels.

I would strongly consider changing over if you are able to offer these higher speeds with unlimited cap at the low prices that you currently are offering now.

BMR

shadow_cruiser

Nov 2nd, 2009, 05:33 PM

Signed up for acanac on October 14 taking in light of a 7 day activation period. My teksavvy service was being cancelled on the 23. Got a call from acanac on October 21 saying I did not request a dry-loop when I rightfully did. They said it will now take another week and some for the technician to come. Technician was scheduled to come today Nov.2 between 9-5. Took the day off work and sat at home waiting for their arrival. Called them at 4:45pm and said there's no technician that came and then he said I have some bad news for you, DSL is not avaliable at your residential address. This is BS, I spoke to acanac 3 times since this date and not one of them could have told me internet wasn't available. Each service rep had some unprofessional quality about them too. First rep kept on saying "yeah" "uh-huh" "ya". Second rep put me on hold then cut me off and third rep was the worst, sounded like he didn't finish highschool and on top of that, it seemed like he was a in bathroom or something, lol.

I've seen many bad reviews about the service with acanac and I can tell you from being with teksavvy for almost 2 years, it goes like this.

teksavvy--velcom---acanac

Imelda_Acanac

Nov 3rd, 2009, 09:29 AM

If you pm me your name and number, I can look at
your account and see why. If you had Teksavvy which
also uses phone dsl internet, Acanac should also be
able to provide it.

Imelda O. Suzara
Acanac Rep

Signed up for acanac on October 14 taking in light of a 7 day activation period. My teksavvy service was being cancelled on the 23. Got a call from acanac on October 21 saying I did not request a dry-loop when I rightfully did. They said it will now take another week and some for the technician to come. Technician was scheduled to come today Nov.2 between 9-5. Took the day off work and sat at home waiting for their arrival. Called them at 4:45pm and said there's no technician that came and then he said I have some bad news for you, DSL is not avaliable at your residential address. This is BS, I spoke to acanac 3 times since this date and not one of them could have told me internet wasn't available. Each service rep had some unprofessional quality about them too. First rep kept on saying "yeah" "uh-huh" "ya". Second rep put me on hold then cut me off and third rep was the worst, sounded like he didn't finish highschool and on top of that, it seemed like he was a in bathroom or something, lol.

I've seen many bad reviews about the service with acanac and I can tell you from being with teksavvy for almost 2 years, it goes like this.

teksavvy--velcom---acanac

Imelda_Acanac

Nov 3rd, 2009, 11:08 AM

The pending decision by the CRTC about the internet
and Bell and usage based billing and caps will probably
affect unlimited plans and pricing. The decision will
be made in December and affect all isps, probably
Acanac too but customers will be informed because
CRTC decided that isps should be transparent about
traffic management with customers.

Reference:
http://www.consumersforinternetcompetition.com/business/default.aspx
http://www.cata.ca/Communities/caip/
http://www.crtc.gc.ca/eng/NEWS/RELEASES/2009/r091021.htm

Imelda O. Suzara
Acanac Rep

Thank you Imelda:

Does this mean the Acanac is planning to offer speeds such as 7, 12 and 16 MBits per sec and if so, will they still be unlimited and will there be large price increases for these higher speed levels.

I would strongly consider changing over if you are able to offer these higher speeds with unlimited cap at the low prices that you currently are offering now.

BMR

Imelda_Acanac

Nov 3rd, 2009, 04:30 PM

I also sent you a pm on this if you would like to try again.
Your order was rejected due to 'no facilities' that time but
now that you have an active internet with another dsl isp,
the service can be migrated over to Acanac.

Imelda O. Suzara
Acanac Rep

Signed up for acanac on October 14 taking in light of a 7 day activation period. My teksavvy service was being cancelled on the 23. Got a call from acanac on October 21 saying I did not request a dry-loop when I rightfully did. They said it will now take another week and some for the technician to come. Technician was scheduled to come today Nov.2 between 9-5. Took the day off work and sat at home waiting for their arrival. Called them at 4:45pm and said there's no technician that came and then he said I have some bad news for you, DSL is not avaliable at your residential address. This is BS, I spoke to acanac 3 times since this date and not one of them could have told me internet wasn't available. Each service rep had some unprofessional quality about them too. First rep kept on saying "yeah" "uh-huh" "ya". Second rep put me on hold then cut me off and third rep was the worst, sounded like he didn't finish highschool and on top of that, it seemed like he was a in bathroom or something, lol.

I've seen many bad reviews about the service with acanac and I can tell you from being with teksavvy for almost 2 years, it goes like this.

teksavvy--velcom---acanac

weedb0y

Nov 3rd, 2009, 05:09 PM

I also sent you a pm on this if you would like to try again.
Your order was rejected due to 'no facilities' that time but
now that you have an active internet with another dsl isp,
the service can be migrated over to Acanac.

Imelda O. Suzara
Acanac Rep

I do have to echo the sentiment that the reps need to be properly trained on professionalism. The service is awesome and your support has been crucial in converting us into acanacers. However, the call center is unprofessional and leaves a very bad impression.

The folks renewing will definitely be comparing service quality as they will be paying closer to the competition.

Imelda_Acanac

Nov 8th, 2009, 01:00 PM

I was reading this on the CRTC website dated Ottawa, 12 August 2009
http://www.crtc.gc.ca/eng/archive/2009/2009-484.htm effective 90 days
which is around November 12, 2009 copied below:
'The Commission approves on an interim basis the Bell companies' proposed
two new GAS speed options and rates. The Commission also approves on an interim
basis their proposal to introduce UBB for GAS, effective 90 days from the date of
this order. The Commission further approves on an interim basis their proposal to
introduce an excessive usage charge for GAS of $0.75 per GB in excess of 300 GB,
effective the date the Bell companies notify the Commission in writing that they apply an
excessive usage charge of $1.00 per GB in excess of 300 GB to all their retail
customers on UBB plans.'

For speeds (bits): two new GAS speed options and rates GAS residence download
up to 2M upload 800 Kb and business download up to 1M and upload up to 640Kb.
For data (bytes): usage based billing UBB with .75 cents/GB in excess of 300GB.

So isps can offer slower speeds with probably a cheaper rate, which is what
Bell is already doing and charge extra for excessive usage over 300GB.

For customers whose homes are located far from the Bell Central Offices, and
can only get technically up to 2Mb on their lines, this may be more fair to their
budgets because they will not have to pay the same as those who are getting 5Mb.
But for families and small businesses, the unlimited plans are best on a flat fee
than a usage based but if they can keep their usage down to 300GB a month,
they might not even notice.

Acanac only has one plan of up to 5Mb for residential and up to 6Mb for business.
If it will be allowed to offer a lower speed and rate for customers far away getting
2Mb and under, that would actually be savings for them not to have to pay the 5Mb plan.
How long will this 'interim basis' be in terms of time and will it eventually become
permanent?

Imelda O. Suzara
Acanac Rep

ginfar

Nov 8th, 2009, 04:04 PM

Dear Imelda,

I was wondering how will Acanac customers be advised if and when this new ruling will effect them. If the new ruling is effective as of Nov 12, when will acanac clients be advised and when will they be charged extra fees.

Thanks

Imelda_Acanac

Nov 9th, 2009, 09:22 AM

Update from Paul Louro, President of Acanac
'This was put on hold by the CRTC for now.'

All isps are probably waiting for the final decision.
There is a website regarding this issue where people
can send in comments and help the campaign against it
http://www.consumersforinternetcompetition.com/business/the-issue-in-a-nutshell.aspx
There is no internal notice to Acanac staff yet although
the management are part of the campaign. Until we get
instructions, Acanac staff are also just waiting along with
customers. There will probably be advance notice given
to customers whatever the changes to our services.

Imelda O. Suzara
Acanac Rep

Dear Imelda,

I was wondering how will Acanac customers be advised if and when this new ruling will effect them. If the new ruling is effective as of Nov 12, when will acanac clients be advised and when will they be charged extra fees.

Thanks

Imelda_Acanac

Nov 15th, 2009, 09:48 AM

A reply from the Minister of Industry, Hon.Tony Clement
http://www.ic.gc.ca/eic/site/ic1.nsf/eng/h_00077.html
_______
Subject: Regulated Access to Wholesale Telecommunications Services
From: Minister.Industry@ic.gc.ca
Date: Fri, November 13, 2009 5:04 pm
To: imeldas@acanac.com
Priority: Normal
Options: View Full Header | View Printable Version | Download this as a file

Thank you for your e-mail expressing your concerns regarding regulated
access to wholesale telecommunications services.

As you may be aware, three petitions to the Governor in Council have been
filed, appealing several decisions of the Canadian Radio-television and
Telecommunications Commission (CRTC). Each decision concerns the extent
that the large former monopoly telephone companies (e.g., Bell Canada) are
required to provide competitors with wholesale services at regulated rates
and terms. MTS Allstream has appealed Telecom Decision CRTC 2008-117 and
Telecom Regulatory Policy 2009-34, and is seeking more stringent wholesale
rules. Bell and TELUS have each appealed Telecom Decision CRTC 2008-117
and Telecom Order CRTC 2009-111, and have requested that certain wholesale
obligations be removed.

The public record of these appeals is available under “Gazette Notices and
Petitions” on Industry Canada’s Spectrum Management and Telecommunications
website at http://ic.gc.ca/spectrum. You will find electronic copies of
the petitions, public comments made by interested parties, and links to
the CRTC decisions under appeal.

Under the Telecommunications Act, Cabinet can decide to take action in
response to a petition by varying (changing) the decision, referring it
back to the CRTC for reconsideration or rescinding the decision. Cabinet
can also decide not to intervene and let the CRTC decision remain in
place. The government’s powers to intervene expire one year from the date
of the decision in question. Given that the matter is still under
consideration by Cabinet, it would not be appropriate for me to comment at
this time.

Once again, thank you for writing. I trust that this information is
helpful.

Yours sincerely,

Tony Clement
_______________

Imelda O. Suzara
Acanac Rep

Imelda_Acanac

Nov 16th, 2009, 09:18 AM

I sent you by email the account instructions from Sandro as
rewarded by Paul Louro. Thank you again for starting this
thread on Acanac in Redflagdeals forum!
See Zazeen http://www.zazeen.com/ fast fiber optic speeds.

Imelda O. Suzara
Acanac Rep

cujo_99

Nov 16th, 2009, 02:42 PM

I read the first several pages and skipped to the more recent pages. I'm not seeing much information regarding the speed of acanac. At the DSL report forum, almost every post is a complaint about slow speed: http://www.dslreports.com/forum/cover,2744

The customer service representative was helpful for answering my basic questions. Confirmed the $/mo for a one-year contract, that I can opt out after the first year, dry-loop availability and that I can buy my own modem. She also said that MLPPP is available everywhere now. Is SSH tunnel = MLPPP?

Tekksavvy seems to have a generally positive customer response at dslreports.com and although the monthly cost is higher, I'm not trapped in a 1-year contract. However, if I decide to go back to Rogers, I'm stuck with a DSL modem and I paid the dry-loop activation fee.

Can anyone give a side-by-side comparison between Acanac and teksavvy and ease my mind about going DSL? My intuition tells me Acanac wouldn't be a well-kept secret at those prices if their service was good.

Imelda_Acanac

Nov 16th, 2009, 04:17 PM

I wrote a post months ago about the 2 isps
http://www.redflagdeals.com/forums/8484046-post776/
and most of the info is probably still up to date.
There are other threads on this
http://www.redflagdeals.com/forums/teksavvy-vs-acanac-686817/2/#post8067950
Acanac's work around to throttling is its ssh tunnel
http://acanac.ca/SSH-Tunnel-U.htm and
https://community.acanac.com/acanac/viewtopic.php?f=21&t=11264
also mlppp will be available sometime after its testing
https://community.acanac.com/acanac/viewtopic.php?f=22&t=10697&start=0&st=0&sk=t&sd=a&hilit=mlppp
Speed on dsl internet over phone lines depends mainly on
distance between a customer's home and the Bell Central Office
in the area, plus other miscellaneous factors.

Imelda O. Suzara
Acanac Rep

I read the first several pages and skipped to the more recent pages. I'm not seeing much information regarding the speed of acanac. At the DSL report forum, almost every post is a complaint about slow speed: http://www.dslreports.com/forum/cover,2744

The customer service representative was helpful for answering my basic questions. Confirmed the $/mo for a one-year contract, that I can opt out after the first year, dry-loop availability and that I can buy my own modem. She also said that MLPPP is available everywhere now. Is SSH tunnel = MLPPP?

Tekksavvy seems to have a generally positive customer response at dslreports.com and although the monthly cost is higher, I'm not trapped in a 1-year contract. However, if I decide to go back to Rogers, I'm stuck with a DSL modem and I paid the dry-loop activation fee.

Can anyone give a side-by-side comparison between Acanac and teksavvy and ease my mind about going DSL? My intuition tells me Acanac wouldn't be a well-kept secret at those prices if their service was good.

mystery

Nov 16th, 2009, 05:20 PM

cujo_99

Nov 16th, 2009, 05:27 PM

Seems like Acanac's only advantage over Teksavvy is the price.

I should have hung up during the awful blaring wait music on the phone line.

Imelda_Acanac

Nov 17th, 2009, 04:44 PM

I forwarded your complaint to the Sales and Support
departments and Paul Louro, President of Acanac.
He replied by email:
'Just checked. It sounds normal.
It's an online one '80s music.'
I also called in twice to listen and it sounds soft.
But it could be dependent on individual opinion.

Imelda O. Suzara
Acanac Rep

Seems like Acanac's only advantage over Teksavvy is the price.

I should have hung up during the awful blaring wait music on the phone line.

radeonboy

Nov 17th, 2009, 11:30 PM

I just signed up a few days ago with Acanac for my sister's condo. We went with a dry-loop DSL service as she only has a cell phone and no home phone. We're not sure if Bell is supposed to do anything or not, inside or out...

Called Acanac and the rep says 'don't worry sir, everything will be alright on monday'...

I hope its up as I'm gonna try connecting tomorrow. If there is any problems, I will let you know Imelda O. Suzara.

Imelda_Acanac

Nov 18th, 2009, 11:19 AM

Thanks for signing up with Acanac! Dry loop dsl
can take up to 9 business days to activate and
may require a physical visit by a Bell tech so customers
have to be home for access to their premises.
If you do need help in any way, feel free to post or pm me.

Imelda O. Suzara
Acanac Rep

I just signed up a few days ago with Acanac for my sister's condo. We went with a dry-loop DSL service as she only has a cell phone and no home phone. We're not sure if Bell is supposed to do anything or not, inside or out...

Called Acanac and the rep says 'don't worry sir, everything will be alright on monday'...

I hope its up as I'm gonna try connecting tomorrow. If there is any problems, I will let you know Imelda O. Suzara.

can2000

Nov 18th, 2009, 11:34 AM

One of my neighbors has been using Bell Sympatico for many years.
I helped him to register Acanac DSL service on weekend, and got the DSL user/password on Monday.
I set up the DSL modem account info. with acanac, and it is working fine now.
But, just wonder what should he tell Bell about the line in order not to get deactivated for Acanac when he calls to cancel Sympatico? thanks

Imelda_Acanac

Nov 18th, 2009, 11:42 AM

If he is using the same regular phone line, the internet
should be migrated without any interference when he
cancels the internet only. Or is he
going to cancel the phone and internet with Bell?
Dsl requires either a regular phone (wet loop) or a dry loop
for it to work.

Imelda O. Suzara
Acanac Rep

One of my neighbors has been using Bell Sympatico for many years.
I helped him to register Acanac DSL service on weekend, and got the DSL user/password on Monday.
I set up the DSL modem account info. with acanac, and it is working fine now.
But, just wonder what should he tell Bell about the line in order not to get deactivated for Acanac when he calls to cancel Sympatico? thanks

can2000

Nov 18th, 2009, 11:48 AM

He will keep the bell phone line and just swap the DSL provider.

mr_yellow

Nov 19th, 2009, 10:21 AM

stevelam

Nov 19th, 2009, 10:32 AM

Hi Guys,

My 1 year promo just ended and I was pre-charged an extra 1 year term without my knowledge so I'm quite frustrated that Acanac has the gall to put another $500 of charges on my credit card WITHOUT my authorization....

Does anyone know of any decent cheaper alternatives for the GTA?

Thanks,

honestly now...if you had actually read your agreement, then you'd know the renewal is automatic. can't believe you have the 'gall' to get mad at a company that gave you a massive discount over any other ISP in town for a whole year.

there are none that are cheaper.

mr_yellow

Nov 19th, 2009, 10:54 AM

honestly now...if you had actually read your agreement, then you'd know the renewal is automatic. can't believe you have the 'gall' to get mad at a company that gave you a massive discount over any other ISP in town for a whole year.

there are none that are cheaper.

Is it that much to expect a company to ASK for a renewal or at the very least have an automatic renewal of a MONTH-TO-MONTH contract vs. a huge 1 year contract? Not everyone is as willing or capable as you to part with $500 in one lump sum...

Also, I owe NOTHING to acanac for providing a "massive discount". In my eyes, it's still money spent and the contract policies and procedures are still a slap in the face.

fredsmith

Nov 19th, 2009, 11:21 AM

Is it that much to expect a company to ASK for a renewal or at the very least have an automatic renewal of a MONTH-TO-MONTH contract vs. a huge 1 year contract? Not everyone is as willing or capable as you to part with $500 in one lump sum...

Also, I owe NOTHING to acanac for providing a "massive discount". In my eyes, it's still money spent and the contract policies and procedures are still a slap in the face.

:rolleyes: sigh :rolleyes:

I promised myself I'd stay out of these threads for the most part, but this one has prompted me to emerge from retirement.

Read, and understand what it is your are agreeing to BEFORE you commit to a contract.

Simply put, all the company did was what YOU agreed to let them do . . . you certainly weren't complaining about the benefits you received during the first year of your commitment . . .

The quick answer is that you can save a small amount of money and not have to pay up front with a couple of other ISPs, but with interest rates being what they are, the savings are minimal. And if you intend to use MLPPP you will be ahead of the game staying with Acanac.

If the service has been reasonable, my personal suggestion would be to stick with what you have, since you'll be dinged for the first month at the single month rate if you cancel and that'll eat up any savings anyway.

mr_yellow

Nov 19th, 2009, 12:30 PM

:rolleyes: sigh :rolleyes:

I promised myself I'd stay out of these threads for the most part, but this one has prompted me to emerge from retirement.

Read, and understand what it is your are agreeing to BEFORE you commit to a contract.

Simply put, all the company did was what YOU agreed to let them do . . . you certainly weren't complaining about the benefits you received during the first year of your commitment . . .

Yes, I know Acanac has every "legal" right to do what they're doing but that still doesn't make it "right"...

Burying renewal agreements in fine print (especially ones of such high amounts) does not make this practice acceptable. Especially when the last time that fine print was read was a YEAR ago..

If they had proactively approached me or at the very least warned me of these charges maybe a week or two ahead of time, I'd be more willing to accept them. But now if I don't accept them, I have to go through the hassle of calling in, cancelling and potentially having to do a chargeback... Huge hassle. Shady Business Practices++

And this has nothing to do with the internet service I had during the year. How do you know I wasn't complaining? And even if I wasn't, what does that have to do with renewal procedures?

Imagine you leasing a car for 3 years and at the end of the 3 years, the dealership automatically signs you up for a new car for another 3 automatically!

In anycase, thanks for your input.. I do appreciate it...

stevelam

Nov 19th, 2009, 01:48 PM

Yes, I know Acanac has every "legal" right to do what they're doing but that still doesn't make it "right"...

Burying renewal agreements in fine print (especially ones of such high amounts) does not make this practice acceptable. Especially when the last time that fine print was read was a YEAR ago..

If they had proactively approached me or at the very least warned me of these charges maybe a week or two ahead of time, I'd be more willing to accept them. But now if I don't accept them, I have to go through the hassle of calling in, cancelling and potentially having to do a chargeback... Huge hassle. Shady Business Practices++

And this has nothing to do with the internet service I had during the year. How do you know I wasn't complaining? And even if I wasn't, what does that have to do with renewal procedures?

Imagine you leasing a car for 3 years and at the end of the 3 years, the dealership automatically signs you up for a new car for another 3 automatically!

In anycase, thanks for your input.. I do appreciate it...

yah wow a whole YEAR ago...are you saying you couldn't read a simple paragraph in that whole entire year??? please. are you expecting the whole world to baby you through life or something? as if you even have the gall to come whine about something you clearly could have taken care of yourself but no, you decided to be a lazy git about it.

lucky for you, acanac will probably refund your money anyway DESPITE the fact that the agreement clearly says the bill is renewed annually and that if you wish to cancel, you must do it BEFORE or right on your annual renewal date.

mr_yellow

Nov 19th, 2009, 02:21 PM

yah wow a whole YEAR ago...are you saying you couldn't read a simple paragraph in that whole entire year??? please. are you expecting the whole world to baby you through life or something? as if you even have the gall to come whine about something you clearly could have taken care of yourself but no, you decided to be a lazy git about it.

lucky for you, acanac will probably refund your money anyway DESPITE the fact that the agreement clearly says the bill is renewed annually and that if you wish to cancel, you must do it BEFORE or right on your annual renewal date.

Yes a whole freaking year ago... That's a long time buddy... It's long enough that courts throw tickets out and it's certainly long enough for the average person to forget something like this. Would you remember 1 clause specified in fine print hidden in a multipage contract after a year? and yes, i may be a lazy git, but it's still not right for a company to take advantage of that. I expect this type of behaviour from gyms and magazine subscriptions. Not telecommunication companies...

Am I really in the wrong for thinking this way?

mystery

Nov 19th, 2009, 02:37 PM

Yes a whole freaking year ago... That's a long time buddy... It's long enough that courts throw tickets out and it's certainly long enough for the average person to forget something like this. Would you remember 1 clause specified in fine print hidden in a multipage contract after a year? and yes, i may be a lazy git, but it's still not right for a company to take advantage of that. I expect this type of behaviour from gyms and magazine subscriptions. Not telecommunication companies...

Am I really in the wrong for thinking this way?

You should have read the fine print, and made a note of it to cancel prior to them renewing you for another year.

It is a sucky agreement for sure, but you agreed to it when you signed on board.

Call them to cancel and they will just charge you full price for one month and you will get back the rest.

Imelda_Acanac

Nov 19th, 2009, 04:19 PM

This is one of the common complaints about Acanac autobilling terms.
I asked Paul Louro, President of Acanac about this before and emailing
customers advance reminders was tried but failed since customers change
emails within a year. One way to avoid this is to use other payment methods:
pay by cash at the store, certified cheque or money order mailed to head office.

It is in the User Agreement online http://www.acanac.com/User-Agreement.html
Billing. All terms are due up front. If you sign up for the lowest rate then you are likely
on the 1 year term. You will be billed the entire term up front and then billed on a yearly
basis.All credit cards are billed automatically on their renewal dates. If you do not want
to renew your account please cancel the account on or before the renewal date.
Cancellations must be done by e-mail and sent to
accounting@acanac.com or billing@acanac.com. Please
make sure you obtain the cancellation ID or ticket number for your request to confirm
cancellation of service.

30 Day Money Back
Customers must terminate the agreement before or on the renewal date. Should a client
forget to terminate before the renewal date, clients will be required to pay each additional
month of service ( at the monthly rate ) and the remainder will be refunded.

There is also an RFD thread on this
http://www.redflagdeals.com/forums/acanac-auto-renewal-705594/5/

Sorry for any misunderstanding and inconvenience.

Imelda O. Suzara
Acanac Rep
Yes, I know Acanac has every "legal" right to do what they're doing but that still doesn't make it "right"...

Burying renewal agreements in fine print (especially ones of such high amounts) does not make this practice acceptable. Especially when the last time that fine print was read was a YEAR ago..

If they had proactively approached me or at the very least warned me of these charges maybe a week or two ahead of time, I'd be more willing to accept them. But now if I don't accept them, I have to go through the hassle of calling in, cancelling and potentially having to do a chargeback... Huge hassle. Shady Business Practices++

And this has nothing to do with the internet service I had during the year. How do you know I wasn't complaining? And even if I wasn't, what does that have to do with renewal procedures?

Imagine you leasing a car for 3 years and at the end of the 3 years, the dealership automatically signs you up for a new car for another 3 automatically!

In anycase, thanks for your input.. I do appreciate it...

squinty

Nov 19th, 2009, 04:30 PM

I signed up with acanac on nov 9th for a business dsl line. My bell sympatico service was going to end on nov 16th.

I'm currently with rogers for their analog phone service in quebec (they rent the lines from bell).

I gave in my circuit ID# and all the info they needed. I called in on either the thursday or friday to inquire about when we'd be able to get some service and was told that bell had told them that i was canceling my phone line (which was a line on bells part!), so they couldn't process my order and that it was a good thing i called (couldn't they have called or emailed me to let me know they had an issue!?).

After straightening everything out, i was told i'd have service by the 18th of nov. A bit annoying to not have the net for 2 days, but was told i'd be able to call in to see if service could happen sooner.

Well, i called in on the 17th and was told there was yet another issue with my order and they had to resubmit, but they couldn't tell me why! On top of that, i was told i'd only get service on the 24rd. I kept digging to try to find out what happened this time, and got no answers. I was told i'd receive an email explaining what happened since they don't do outgoing calls.

After not receiving any emails today, i called back and spoke to a tech who still had no answers and said the soonest i could get service was now the 26th.. the only reason i'm able to be on this forum now is that i'm 'borrowing' some wifi, some really slow wifi. This has been a huge issue for my business.. it's basically thrown a wrench in my operations.

The tech could not tell me why the order had been resubmitted. He could not tell me if bell or acanac were the ones that messed up.. which leads me to believe that they messed up, after all, they could not give me a reason as to why the order could not go through. What worries me even more is that they will mess up again and i'll have to wait another 3-5 business days after the 25th if the order fails again. That will bring the total to 13 business days without the internet, again, for my business!

The tech did say that he'd send a message to get the bell tech to try to hook me up tomorrow.. and even though the bell guy doesn't need access to my office, i'm fairly certain it just won't happen with a days notice.

Hopefully, someone from acanac will see this post and help me solve this sooner rather than later. I know bell has a hand in the delay, but having multiple techs tell me they didn't know why i was getting my sevice pushed back a second time is plain ridiculous.

Oh.. and they also have to correct their policy of managers not speaking to customers who request it if the techs aren't giving enough info to the customers... so far, i'm not impressed, i really do want to be won over though.

Fergless

Nov 19th, 2009, 07:49 PM

Hi guys, just wanted to mention there is the Acanac Community Forum at this link.
https://community.acanac.com/acanac/index.php
Also the Acanac Main site has a new look, might want to check it out.
http://www.acanac.com/

There's a new Promo running on the Acanac Community Forum for Acanac Customers.
https://community.acanac.com/acanac/viewtopic.php?f=13&t=11442

Tks

ignoreme

Nov 20th, 2009, 11:06 AM

Fergless

Nov 20th, 2009, 01:29 PM

I don't have a Bell landline. I use VOIP and right now with Rogers, pay $39(tax incl.) monthly with 3M/60G download.

If I choose Acanac, that means I have to pay a "dry loop" fee?

I pay $2/month for my landline, very satisfied. I don't want to be hooped by Bell at $20/month. If "dry loop" cost $10, I won't change...

Dry Loop is $8/mth.
DSL Up to 5M No Caps. $18.95/mth
Voip $9.95/mth.
100Gig Free Online Storage
Free Online PC
Free SSH Tunnels (2 Different ones)
MLPPP one time $10 fee (Not ready yet)
1 Free Static IP Address

tomtong

Nov 20th, 2009, 02:17 PM

I don't have a Bell landline. I use VOIP and right now with Rogers, pay $39(tax incl.) monthly with 3M/60G download.

If I choose Acanac, that means I have to pay a "dry loop" fee?

I pay $2/month for my landline, very satisfied. I don't want to be hooped by Bell at $20/month. If "dry loop" cost $10, I won't change...

Yes, you need to pay dry loop.

So your current cost for Internet and VOIP is ~$36 + $2 (before tax)
vs $18.95 + $8 + $2 for 1st year and $34.95 + $8 + $2 thereafter.

If you mean $2/mth for your landline is your VOIP service and you're satisfied with the voice quality you have now, then you better not change.

Fergless

Nov 20th, 2009, 02:39 PM

He's currently paying $39.95 + $2 for the phone and Cable Internet = $41.95

Acanac would be $18.95 + $8 + $9.95 = $36.95 for More Speed and No caps.
Plus all the other extras. But you certainly have a good deal on your phone $2, that's amazing.

Your choice ignoreme.:)

Firestarter

Nov 20th, 2009, 02:42 PM

For anyone that has bought there modem and left Acanac how did you go about giving it back to get your money for the modem?

tomtomtom

Nov 20th, 2009, 02:55 PM

Just buy any DSL modem from any retail store, they will work. Acanac provided modems are pokey at best.

http://cty.ca/productdetails.asp?pid=3747

Imelda_Acanac

Nov 21st, 2009, 10:11 AM

There are different reasons why a new order is rejected
in Portal: error in address, error in phone for dsl, no port
available, should be business not personal internet, phone
number should be in account holder's name, billing issue,
and any error can result in a few days delay and rescheduling
for the activation. Please pm your name and number if
you need a follow up and I can check why there is a delay.

Imelda O. Suzara
Acanac Rep

I signed up with acanac on nov 9th for a business dsl line. My bell sympatico service was going to end on nov 16th.

I'm currently with rogers for their analog phone service in quebec (they rent the lines from bell).

I gave in my circuit ID# and all the info they needed. I called in on either the thursday or friday to inquire about when we'd be able to get some service and was told that bell had told them that i was canceling my phone line (which was a line on bells part!), so they couldn't process my order and that it was a good thing i called (couldn't they have called or emailed me to let me know they had an issue!?).

After straightening everything out, i was told i'd have service by the 18th of nov. A bit annoying to not have the net for 2 days, but was told i'd be able to call in to see if service could happen sooner.

Well, i called in on the 17th and was told there was yet another issue with my order and they had to resubmit, but they couldn't tell me why! On top of that, i was told i'd only get service on the 24rd. I kept digging to try to find out what happened this time, and got no answers. I was told i'd receive an email explaining what happened since they don't do outgoing calls.

After not receiving any emails today, i called back and spoke to a tech who still had no answers and said the soonest i could get service was now the 26th.. the only reason i'm able to be on this forum now is that i'm 'borrowing' some wifi, some really slow wifi. This has been a huge issue for my business.. it's basically thrown a wrench in my operations.

The tech could not tell me why the order had been resubmitted. He could not tell me if bell or acanac were the ones that messed up.. which leads me to believe that they messed up, after all, they could not give me a reason as to why the order could not go through. What worries me even more is that they will mess up again and i'll have to wait another 3-5 business days after the 25th if the order fails again. That will bring the total to 13 business days without the internet, again, for my business!

The tech did say that he'd send a message to get the bell tech to try to hook me up tomorrow.. and even though the bell guy doesn't need access to my office, i'm fairly certain it just won't happen with a days notice.

Hopefully, someone from acanac will see this post and help me solve this sooner rather than later. I know bell has a hand in the delay, but having multiple techs tell me they didn't know why i was getting my sevice pushed back a second time is plain ridiculous.

Oh.. and they also have to correct their policy of managers not speaking to customers who request it if the techs aren't giving enough info to the customers... so far, i'm not impressed, i really do want to be won over though.