| No Internet And No Phone Service I was hesitant on switching over from Rogers to ACANAC but a couple of my friends provided good feedback and I thought I should take a chance with them and switchover from Rogers, with whom I have been with for over 9 years.
I switched over to ACANAC about a month back, everything was working fine. I even got a nice email from ACANAC support inquiring about my service and any issues on first day of activation. I was very surprised and pleased to see the e-mail considering all the negative reviews I have been seeing here.
About 20 days later, I lost my internet and the phone service along with it. I am very sure some idiot from Rogers has unplugged my service from the cross connect box at the bottom floor of my building (we had analog cable available which went down as well). Opened a ticket with support 5 days ago, performed troubleshooting with them and told them my opinion about cable being unplugged. Support agreed and I was told someone will be out in 48-72 hours. No one showed up for 3 days. Called back and stayed in queue for 2h45m to get through and the tech picking up the call drops it (intentionally or unintentionally I will never know). Called back a couple of hours later and finally got through after an hour on hold, I was told the ticket is missing information and therefore there was no dispatch. No one bothered calling me on cell seeking this missing information, I would still be sitting here expecting a dispatch if I hadn't called in.
Provided the missing information and requested a new ETA for tech. Tech support told me he couldn't provide me one as there are OVER 300 TICKETS WAITING FOR DISPATCH. Requested him provide a best guess, he couldn't even do that.
I am not sure what to do now. Every time I call, I have to sit in queue for over an hour at least and I have lost my patience. One thought is to go back to Rogers, as they provided service and support on time.
Really feel frustrated and let down by ACANAC. I am still on the phone and sitting in the queue for over 45 minutes already. I hope this nightmare ends soon. |
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| Unbelievable.. Once again, after being on hold for 2h 45m the call dropped. Is this how the system is programmed?? If wait time is above 1 hours then don't take calls and if someone gets through and patiently waits his turn and gets to first in queue, then drop the call if he has hit 2h 45m wait time mark.
By far the worst service and customer support experience.. It appears I have made a bad move and need to get back to Rogers. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 Reviews:
 ·Cogeco Cable
1 edit | reply to Undecided
Undecided can you please pm me with your name or your email that is on the account so I can have a look at it to see what is going on. I have a strong suspicion you are right when you said that Rogers has unplugged your service from the service box instead of just doing theirs. When there is information missing on a ticket they are supposed to send you out an email for the missing information so not sure what happened there but I will have a look for you. |
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fkhan
join:2012-06-28
East York, ON | Hello Lynn,
Thank you for reading this post and offering your help. I have PMed you my ticket# and email on the account. Please let me know if there is anything else I can provide to expedite this issue.
Thanks in advance for all your help. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7
1 edit | Not sure what is going on but I did not get the pm. Just click on my name here and send the pm through there. In case yours does not come through to me i have also pm'd you asking for the information. |
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fkhan
join:2012-06-28
East York, ON | Hi Lynn,
Please see if you have received it now. I have also emailed you my information.
Thanks.. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 | Got it and replied.  |
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fkhan
join:2012-06-28
East York, ON | Finally, after 13 days of numerous calls to support, bearing the long hold times and continuously being disconnected after being on hold for 2h 45m, Rogers tech visited and restored service.
The last time I called ACANAC tech support was on Friday and requested an escalation, the tech went out and contacted an department and finally provide an eta of today afternoon. |
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LynnPremium
join:2011-08-11
Trenton, ON
kudos:7 | Glad to hear they are coming out today. Let me know how you make out ok? |
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