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