The link below will take you to one of my last posts at Acanac and is the very reason why I left them and also the very reason why I joined TekSavvy. I have posted the e-mails here as quotes so they don't delete my posts over there.(Proof of Posting)
http://community.acanac.com/acanac/viewtopic.php?f=2&t=8149Sent to
billing@acanac.net and posted here as proof.
This e-mail is to inform you that due to the ridiculous amount of latency, lag and downtime not to mention poor service I will NOT be renewing my account with you.
As a result of all the issues I have had with Acanac, I've estimate that I have had over 1.5 months of downtime as a result of my profile being changed by Bell Canada on 6 different occasions (for no apparent reason) right from the beginning of my account to now which is 11 months old, not too mention the amount of times your network has gone down or been rendered completely useless including last weekend Feb 13,14,15,16 2009.
The amount of lost productivity time will never be compensated at this point. I'm not interested in excuses or reasons.
Enough is enough.
As of the end of my 1 year contract March 20 2009 we are finished doing business.
edited :Also PM'd to Paul
This is the e-mail I just received.
Perhaps I wasn't clear enough.
Quote:----- Original Message -----
From: Acanac Inc ( Soheil )
To:
pp6yekeb@acanac.net Sent: Saturday, February 21, 2009 1:05 PM
Subject: [OGM-46435]: Re: Acanac Inc. Invoice
Re: Acanac Inc. Invoice
Hello,
Since you have had sporadically connection we extended your account for a month. We will do our best possible to provide you with a reliable DSL service. As we checked your DSL line is syncing at proper speeds now. Would you let us know if your DSL problem still persists?
Best Regards,
Acanac Inc.
--------------------------------------------------------------------------------
Rate this ticket: Helpful Not Helpful
Ticket ID: OGM-46435
Tracking URL: Click Here
Department: Billing
Created On: 21 Feb 2009 11:14 AM
Last Update: 21
Feb 2009 11:14 AM
Status: Closed
******************************************************************************My reply.
Quote:That's no longer an option.
Like I said on the e-mail I am canceling my account period.
I have reached my limit with downtime.
Compensating my account with an extra month because of downtime does not interest me at all nor am I interested in excuses or reasons anymore.
Like I said I have lost way too much time for only having the account 11 months.
CLOSE THE ACCOUNT !!!
For that matter you could close the account right now today as far as I concerned then I can order a new ISP to connect me this week.
I expect a confirm date when the account will be closed so I can info my new isp.
******************************************************************************Update...
I just got reconnected by the competition in a matter of less than 30 minutes on the phone.
I called...
Spoke to a human being in the sales department, unlike here
billing@morons.comI requested information as to pricing and how fast they could connect me.
I was initially told 5 business days, the earliest being Friday.
I explained what had transpired and they too were shocked at what had happened.
I was also told that any employee would have been fired for doing such without contacting the customer FIRST !!!!
Its called a PROTOCOL that which is clearly lacking here.
I then explained there is already a dsl line card and sync so all I needed was user name and password to connect.
That was confirmed by a tech it was all that would be needed.
We setup the account.
I set up my online banking payment.
Paid for the year.
She confirmed from her end that payment was received and the account would be
activated as soon as I clicked the confirmation on the e-mail that was sent to me.
I received the e-mail within 30 seconds from it being sent.
Clicked and activated.
I was told to try the login information on my modem.
I did and here I am.
Premium service, instantly activated with less latency then I have seen in over a year.
less than 2 hours from being ignorately disconnected by Acanac billing staff.
Here's the proof.
Cya in court gentleman.
p.s being as tech support doesn't know who's name I should put on the court documents
perhaps someone from here enlighten me as to who gets the paperwork besides Acanac ?
1650 Dundas Street East Unit 204,
Mississauga, Ontario
L4X 2Z3.
******************************************************************************Here's another obvious reason why to join
Tek Savvy.
http://www.teksavvy.com/en/content.asp?ID=7&mID=1If you are a gamer or just want a stable internet.
CONNECTION IS EVERYTHING !!!These are posted speed test results while I was an Acanac customer for 11 months.
These can all be verified the Speedtest web links.
http://www.keyboardninjas.com/smf/index.php?topic=135.0I started posting speed tests as reference material for their tech's in hopes that they could and would fix their network and the latency issues.
The up/down speeds are almost identical yet the ms pings are almost triple if not more in some case's.
Look very closely at the ping/ms times on Acanac's speed test results opposed to the speed tests from TekSavvy.
Clearly you can see that on Acanac's best days.
http://www.keyboardninjas.com/smf/index.php?topic=135.0they can't even compare to
TekSavvy's first week.
http://www.keyboardninjas.com/smf/index.php?topic=174.0When I joined
Tek Savvy I did a speed test 3 minutes after I connected.
(check the time on the first speed test)
Look at the times posted on all the test's.
There is 5 hours difference from my actual time and the times posted.
I am eastern standard time zone -5 gmt.
(the posted times are gmt...so subtract 5 hours from the posted speed test times)
You can also verify by the dates and times on the speed tests that this been an ongoing issue and yet to be fixed at Acanac. The sad fact is I don't think their techs have any idea as to what the problem is.
My internet with them has ALWAYS had a high millisecond ping's, packet lose and slow loading times to any site I used or tested from day 1.
I have explained and proven to them numerous times their network has had and still has issues.
Anytime you call tech support (if you could actually get one) they would either not be able to answer the questions or they would avoid the questions change subject and blame it on...
-its not our network it must be Bell having problems
-its not our network it must be Bell causing problems
-it must be the wiring in your home
-congentco our peering company seems to be experiencing issues our network is 100%
-it must be your computer cause no one else has complained
-your computer might be infected with a virus or something
-if you are loosing packets it must your equipment...we should perfect sync with our network.
-there's nothing wrong with out DNS servers and they have never failed(read the story on the speedtest link)
-these are just a few of the "standard excuse's used"
As I am a technician I will tell you straight up all the issues I have spoke of and posted here are based on verifiable factual diagnostic evidence from my own personal experience.
I have multiple computers and equipment that I have accumulated since I became a licensed server tech.
Their claims of the issues being on my end and/or my equipment are ridiculous not to mention easily discounted.
I have all new wiring and jacks in my home. (total internal length wiring 75 feet & tested by a Bell Tech)
I have a new line installed from the demarc point to the central distribution point for the entire neighbourhood.
My total line length to the central office for the phone company is 1.8km(spec's for the modem are posted above)
I have 5 different DSL modems that have been used for testing.
I have four Desktops that have been used for testing.
I used the very same equipment and specifically the modem to test both Acanac and TekSavvy's speed tests.
Presently as I understand it Acanac has approx. 40,000+ customers.
Paul recently posted in their public forum that his goal was to reach 100,000 customers by the end of 2009.
http://community.acanac.com/acanac/viewtopic.php?f=37&t=7752&p=45867#p45867Our goal for 2009 is to reach 100K clients. This will mean a net gain of about 51K in less than 12 months. If we can reach this critical mass it will put us well ahead of our competitors in terms of market share. (Independent ISP's)
Please be aware that we don't want just to get bigger for the sake of getting bigger. The goal here is to have enough client concentration at the CO levels in order to role out our own equipment.
We don't want to repeat the same mistakes of the past. Almost every independent ISP who has tried to put equipment at the CO level has gone bankrupt. I have researched some of these companies thoroughly and one of the biggest contributing factors has been lack of client density. They took the approach that if you build it they will come. This may be true, but if you don't have the cash flow to sustain your operating costs you can say good bye.
If they can't even maintain the clients and network they have now, what do you think it will be like by the end of the year ?
