ACN Complaint - ACN in Canada - Customer Review
ONTARIO -- A friend of us told us about this company and gave us a demonstration of the Video Phone. Having most of our family in other provinces and countries we really liked the idea of being able to see them.
We were told that if we were to transfer all the services, 2 phone lines and the internet we would get a discount and that the service was going to be the same or better, at least they promised higher internet speeds and unlimited download. For the phones is unlimited long distance service.
Our mistake was to transfer all the services to ACN. One of the lines was transferred to a digital box and the other one to the Video Phone. I kept the old internet just in case, good thing that I didn't cancelled immediately.
Since transferring the lines I have had nothing but complaints from my friends and relatives about the connection.
1. Very bad Echo.
2. Beeping noises.
3. Hard to hear, sounds like I'm calling from a cave.
4. Suddenly be cut off.
and so on.....
I work a lot from home, so imagine my FRUSTRATION with the ACN service. They replaced the digital box, the ACN internet modem and I was calling almost every single day to get this fixed. Guess what? at the beginning the customer service was very good, we SPENT hrs on the phone trying to the problem solved. But after countless times and hrs I still was having problems. At the end one of the technicians told me, "the problem is that you are using the internet and making calls at the same time and that interfers with the phones..." and this was just one of the responses I got. Anther technician told me, "I can't understand what you are saying, do you hearme me?" and I say yes, and he said, "then the problem must be in my line not yours" (No comments).
So any ways, this was very FRUSTRATING. But this was just the beginning, when I tried to cancel the service because I could no longer have a good conversation on the phone, the Customer Service became rather "HOSTILE". They wanted me to keep talking with the Technical Support, they cut off the conversation a couple of times and didn't call back, etc. I think they wanted me to get tired of calling them. so I called my previous service provider and switched the phone numbers back with them and now ACN is charging me for the cancellation almost 350 dollars for the 3 devices. Interesting enough, the video phone calling to other video phone was working fine, so I told them, give me another phone number for the Video phone and I will keep the service of the video phone with you. but no, they say that because I switched the number back to the old company, that is considered a cancellation.
I will put a complain with the CRTC and see where it all ends, but this has been really a TERRIBLE experience with ACN. Right now my friend who convinced me to switch is trying to get the some help from the regional director. But lets see how the company respond to them.