I signed up for ACN digital phone service and unlimited Internet bundle.
My activation date was January 15, 2013.
That was the day my saga began. My internet and home service still are not working as of the date of writing this.
Today is March 7, 2013. Almost 2 months. My credit card has already been charged 3 times though.
In order to activate a phone or Internet service, there has to be a
connection made from the outside, which in this case was done by Bell. After
that, the ACN technician has to come inside the house and set up their digital boxes and wires etc.
The Bell connection was set up without a problem, but the technician was
not able to get the Internet service working inside the house.
So, starting that day I got on the phone with technical support six or
seven separate times, separated by a few days each.
Several times the technician walked me through the steps of changing
some of the modem settings, and assured me it would begin working soon. This
never happened. A few times I was on the phone, including hold time, for over one hour.
Several other times, the technician was baffled by the problem, and
assured me that first priority would be placed on my case, and someone would
resolve my problem. This never happened either.
Two or three times I was told someone would get back to me to resolve my problem. This didn't happen either.
I only took down to reference numbers during this whole ordeal. I guess
in the beginning, I didn't realize that it would turn into such a large
problem. However, here they are for your reference. 8495635 8493509
After the three week mark, I was frustrated enough to cancel. However,
the customer care representative let me know that there would be a cancellation
fee, and as well a senior technician would have to approve of waiving the
initial sign up fee. Also, he said that in order to get my payment refunded, I
would have to repackage and send the equipment back to them, after which my
refund would be processed.
It seems ludicrous that I should have to pay for service that I never
received. Cancellation fees should apply to people who cancel a service which
is working, for whatever reason.
I also signed up as an independent business owner to resell the Internet
and phone service in order to make some money. However, it's hard to sell a
service which you cannot make work in your own house. I have already been
charged twice for the back-office service as well.
I canceled my old Internet service, and so I have been without Internet
for sometime. I am been visiting coffee shops and cybercafes. As well, the data
limit on all my cell phones has been exceeded, and has cost me in additional charges.
I decided not to cancel my ACN service to avoid the cancellation fees
and hassle, and hoped for the best, and finally on the 15th of Feb,
my internet and home phone services were set up.
However, far from being the end, my service worked intermittently for
another one month. During this second month I again got on the phone with ACN 5-6 times, and each time they would
resolve my issue, but it would come back within a day.
A company which cannot provide a service 2 months after the activation
of such a service and still charges the customer is not an ethical or reliable business.
I want to be contacted by an ACN representative and have my problem
resolved, or I will continue to post the review of the negative experience I have received.
A company who allows something like this to go on for this long should
not be allowed to operate by the BBB, CRTC or other regulatory body.
I have been heard ACN being called a scam before. It is not a scam, but it seems to be a
company that does not have its act together.