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Internet traffic management policies (ITMP)

Most of the network facilities that make up the Internet are shared by many users at the same time. This is also true for the network facilities used by the Acanac High Speed Internet Service. While Acanac is constantly investing in its network in order to ensure a high quality Internet service, significant increases in traffic demand may occasionally result in congestion on such shared networks.

Acanac has designed its Internet Quality Management system to minimize the impact for most users during congestion periods. The Acanac Internet Quality Management system works by identifying types of Internet traffic that are more sensitive to congestion and delays and prioritizing such traffic when necessary. The system identifies traffic types at all times in order to react immediately in case of network congestion. Normally no prioritization of traffic occurs as the network capacity is more than sufficient to handle the traffic volume. However during congestion periods, delivery of the more time-sensitive traffic will be prioritized to ensure an overall high quality Internet experience for the most users possible.

Internet traffic is identified and, if necessary, prioritized based on four groups. The highest priority is given to applications that are very time-sensitive, such as gaming and VoIP. The second and third priority groups consist of traffic that is also sensitive to congestion, such as web browsing, social networking and video streaming. The fourth group includes applications that are traditionally less popular with our customer base as a whole.

Normally all Internet traffic will be delivered at full speed. During congestion periods, Customers should see no change in the quality of their Internet experience when using time-sensitive Internet applications. Customers using less time-sensitive applications may notice a decrease in their download/upload speeds until the temporary network congestion has passed.


The 911 service provided by Acanac Inc. differs in a number of important ways from traditional 911 or E911 dialling available with most traditional telephone services - and has specific limitations relative to Enhanced 911 (E911).


(a) E911 vs. Basic 911 Service

When placing a call to emergency services with E911 or Enhanced 911, the customer’s telephone number and location are automatically transmitted to the operator during the call. These two features (telephone number and location) are what make E911 “enhanced.”

With Basic 911 (B911), the customer telephone number and location are not automatically transmitted to the operator trained to route the customer call to local emergency service (medical, fire, and law enforcement agencies). The attendant at the answering location verbally obtains the pertinent information that identifies the caller's need and physical location. The attendant then determines the appropriate agency and transfers the caller to that agency.

Acanac Inc. provides a basic 911 type service.


(b) Routing of 911 calls

When the customer dials 911, the customer call is routed from the Acanac Inc. network to our emergency services operator. The customer will need to confirm with the operator that they are still located at the address the customer has registered with Acanac Inc.. If the customer is at this address, our operator will transfer the customer call to the appropriate emergency agency. If the customer has moved their service equipment to another location and are calling from there, the customer will need to provide our operator with a current address / location. They will determine the appropriate emergency agency and transfer the customer call accordingly.


(c) Other users

The customer agrees to inform any household residents, guests and other third persons (all users and potential users of the service) who may be present at the physical location where the customer uses the service - of the nature and limitations of the provided 911 service.


(d) 911 dialling and Acanac Inc. service do not function during an electrical power or broadband provider outage

A power failure or disruption may require the customer to reset or reconfigure equipment prior to using the service. Power disruptions or failures or ISP (Internet service provider) outages will also prevent dialling to emergency service numbers including 911. In the event of power failure or broadband outage, the customer will need to access a traditional phone or cellular phone to make an emergency call. The customer acknowledges and understands that in the event of an outage, malfunction or any other unavailability of their Internet connection or related equipment, including without limitation, improper modification or any tampering with their computer or related software or hardware, the Service will not function; the customer will continue to be billed for the Service until the customer or Acanac Inc. terminate the Service in accordance with this Agreement.

WARNING: Power disruptions or failures, Internet Service Provider (ISP) outages or unavailability and tampering with equipment might prevent dialling to emergency service numbers including 9-1-1


(e) Possibility of network congestion and/or reduced speed for routing

Due to the service’s reliance on broadband Internet service, there is a greater possibility of network congestion and/or reduced speed in the routing of a 911 communication made using Acanac Inc. equipment as compared to 911 dialling over traditional public telephone networks. Therefore, 911 calls may take longer to reach emergency service providers than in the case of traditional 911 calls. The customer acknowledges and understands that Acanac Inc. cannot be held liable for service outages beyond its reasonable control.


(f) Portability

Unlike traditional phone lines, this service is portable to any location with broadband Internet access, anywhere in the world. For example, the customer can have an Ottawa telephone number and receive calls when physically located in Toronto. When a customer travels and makes a 911 call, the service will automatically route their call to our emergency services operator who will verify the customers’ current location (Canada or U.S.) in order to forward their call to the appropriate emergency services provider. If the customer is located outside Canada and the U.S., the customer should find a traditional public telephone network connected phone and dial the local emergency services number, which may or may not be 911.


(g) Limitation of Liability and Indemnification

Neither Acanac Inc. nor its officers, directors or employees may be held liable for (i) any claim, damage, or loss (including but not limited to profit loss), or (ii) any damage as a result of service outage, data loss. The customer hereby waives any and all such claims or causes of action, arising from or relating to any service outage and/or inability to dial 911 from his customer phone line or to access emergency service personnel unless it is proven that the act or omission proximately causing the claim, damage, or loss constitutes gross negligence, recklessness, or intentional misconduct on the part of Acanac Inc.. Subject to the provisions of this agreement, Acanac Inc. does not provide any other warranties of any kind either express or implied, including without limitation the warranties of merchantability and fitness for a particular purpose.


The customer agrees to defend, indemnify, and hold harmless Acanac Inc., its officers, directors, employees, affiliates, agents, legal representatives and any other service provider who offers services to the customer or Acanac Inc. in relation with the present agreement or the service provided, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, the customer, any third party or user of the customers’ service relating to the absence, failure or outage of the service, including 911 dialling and/or inability of the customer or any third party or user of their service to be able to dial 911 or to have access to emergency service personnel, as well as any misroutes of 911 calls, including but not limited to their provision of incorrect information to Acanac Inc. in connection therewith. 


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Commissioner for Complaints for Telecommunications Services (CCTS)

CCTS is an independent agency whose mandate is to resolve complaints of individual and small business customers about their telecommunications services. If you have a complaint about your telephone, wireless, or Internet service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you, free of charge. To learn more about CCTS, you may visit its website at or call toll-free at 1-888-221-16871.


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