Monday, February 25, 2013

Investigating Acanac 8-Day Internet Outage - February 2013

As mentioned in my previous post there was an Acanac/Distributel cable internet outage lasting 8-days from February 7-14, 2013. Since I don't really know the cause for the issue or why it took an "excessive" amount of time, I've sent the email below to try and get some answers.

In the grand scheme of things an 8-day internet outage is not a very big deal. I'd still like to have some explanation of what happened and why.

Email below sent to Acanac Support on February 25, 2013

Dear Acanac Management,

We are an Acanac customer located in the west end of downtown Toronto. Our cable internet went down on February 7th, 2013 and wasn’t fixed until February 14th, 2013 (I noticed it was working at about 3pm, after resetting the modem).

An 8 day outage seems quite excessive and makes me think that:

  • Rogers is taking an extraordinarily long time to fix their network issues and/or -
  • Acanac is taking a long time to fix issues

For my own piece of mind and for the others I will share your response with, could you please let me know:

1. What happened and why it took so long to fix our internet?
2. Since we are dealing with you rather than Rogers, do we get a slower response time when issues occur?

I doubt you’re happy with the situation also. I appreciate third-party internet providers and we have certainly saved money dealing with you. However I’d like to know more of the facts and reasoning behind this service interruption. I haven’t heard of an 8-day outage happening now or in the past for Rogers customers. I’d like to know what is different with your company.

I know at one point during the outage there was an outage in London due to a transport truck hitting some of the network infrastructure, but that wasn’t the cause of our issue as it occurred after our problems started, and was fixed before our outage was fixed.

Also dealing with your company during the outage was a bit of an adventure, but I’ll send you my comments (and suggested improvements) on that later.

Sincerely,
Steve
Acanac Cable Customer


Sunday, February 10, 2013

Acanac and Distributel Cable Internet Outage - February 7-14, 2013

Our Acanac cable internet outage lasted 8-days from approx 11 AM February 7, 2013 until 3PM February 14, 2013. I've posted a blog post about my inquiry to Acanac to investigate the outage.

Past Status Updates:


February 14 @3PM - After restarting our modem, our internet is now working, thankfully. I'm quite curious how it took 8 days to rectify the problem. I'm going to try and inquire about this - check back for an update!

February 13 @ 5AM - NO INTERNET . Apparently the issue was resolved for many people on February 11. Our house as well as someone else we know nearby who has Acanac is also not working. We re-opened our "ticket" for them to look into again. Tech support has also not replied to any of our support emails.

We're switching companies for sure. Right now it looks like TekSavvy since they have 24/7 tech support that can be called. www.start.ca is also a new company and has faster cable internet plans. No 24/7 tech support though - so I'm apprehensive about using them. I'll check them out though.


As of 5:20 PM on Monday, Februrary 11, 2013 we still have no internet and I haven't received any replies from tech support for 36 hours. We'll probably be switching to TekSavvy since they seem much more organized and professional and their tech support can be called 24/7.

A major problem is that I don't know what is happening. Was there an explosion somewhere? Is this waiting on Rogers to fix? With a 5 day outage and no explanation so far, it makes me think Acanac and Distributel are not very organized and prepared to deal with problems. Their communication is certainly lacking.

My Experiences with Acanac During the Outage

We have Acanac cable internet at our house in Toronto, and its been down since Thursday February 7 (2013) - so 4 days and counting so far! Apparently there's a widespread outage for Acanac and Distributel cable internet customers in the GTA.

The only updates I have are from Distributel's network status page. The status has been more or less the same for the past 4 days:
So I'm not really sure what has happened and why its taking so long to fix. Apparently Rogers customers also had an internet outage on February 7th, but it was fixed by the end of that day (it appeared that way on the @RogersHelps twitter account).

Either way I'd like to get a full report explain this outage once its resolved (which is hopefully soon!).

Acanac Communications Log

Emailing [email protected]

  • Feb 10, 2013 - emailed Acanac support at 5AM to ask for an update. Have not received a reply as of 12PM
  • Feb 11, 2013 @ 4:30 AM EST- have not yet heard back from the original email. I received an automatic response saying a ticket was opened. I sent another reply to ask if it was being worked on.
  • Feb 11, 2013 @ 5:20 PM EST - NO reply to support email yet. 20+ people in queue when calling in.
  • Feb 13, 2013 - received an email from support saying the problem was resolved and to reset my modem. However, that didn't work. We had to call back and open another ticket, and the internet was fixed on February 14th for us.