Acanac Residential Services FAQ
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SWITCHING TO ACANAC
How do I check which services are available at my address?
- Simply select any service via the top banner at www.acanac.ca and enter the address where you need service. The options available at your location will be displayed.
- The Internet options will include download speed (Mbps), upload speed and technology (Cable or DSL).
- Our Digital Home Phone service is available across Canada, but does require a High Speed Internet connection.
How do I sign up?
- Switching has never been easier. We provide many convenient options for you to sign up and start saving. Sign up online in just a few easy clicks. Simply choose your service, check availability and complete the order. Or, you can call us at 1-866-281-3538 and speak to our friendly sales specialists who will help you figure out which combination of services is right for you.
If I sign up for service, do I need to advise my current provider to notify them of the change?
- Actually, in most cases we’ll take care of that for you unless you ordered the service online. Our specialist will explain what we require to submit the cancellation on your behalf.
What can I expect during my High Speed Internet installation?
- We strive to make the transition process as smooth as possible for you by leveraging our superior carrier relations.
- You can expect your Cable Internet service to be installed in 7-10 business days after your order is submitted.
- You can expect your DSL Internet service to be installed in 5-7 business days after your order is submitted.
- Depending on the type of service, the equipment included in your package may differ.
- Please consult the “Setup Guides” section of the Support Page and download the guide which corresponds to your service(s) to understand the list of items that will be sent to you.
- For some installations, a technician may be required to get everything set up. If necessary, our Customer Care team will book an appointment that fits your schedule. You should also ensure that a responsible person over 18 years of age is present for the appointment.
What can I expect during my Digital Home Phone installation?
- If you already have an active High Speed Internet service, getting phone service up and running can take 3-5 business days after we receive your confirmed order. As soon as you’ve received your equipment, you will be able to start making calls.
- If you’ve chosen to keep your old phone number, your number will be transferred over between 7-8am on the first business day after your installation and incoming calls will be routed by your former carrier until the port is complete.
- Please consult the “Setup Guides” section of the Support page and download the guide which corresponds to your service(s) to understand the list of items that will be sent to you.
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SAVING OPTIONS
Can I save more if I pay in advance?
- You sure can. You will get one month of service for free if you pay for one year in advance.
Can I save by the buying equipment?
- Modems: We offer great options to help you save on equipment costs and to meet your personal preference. You can rent to own for 12 months or save the most by simply purchasing the equipment outright. All Rent-to-Own and purchased equipment comes with a 1-year warranty.
Can I use my own equipment?
- You sure can. If your modem is approved for use with the service you are ordering, it does not matter who you purchased it from.
Important:
- The modem's firmware version must exactly match the listed approved firmware version. Older or newer firmware versions will not be accepted on the network.
- You must own the modem. If your modem was rented from another provider and you are required to return it, You will not be able to use it with our service.
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BILLING AND PAYMENT OPTIONS
Will I receive a monthly invoice in the mail?
- We do not send paper notifications if you pay for your services via pre-authorized credit card withdrawals.
- In the event the fixed cost of your services changes, we will notify you in writing either electronically or by mail.
What methods of payment are available?
- We offer monthly pre-authorized payments using a credit card.
Are there any termination fees for cancelling?
- No. Unless you are on a one year term.
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ACCOUNT MANAGEMENT OPTIONS
How do I make account changes?
- You can always call in for assistance at 1-866-281-3538
How far in advance should I notify you if I’m moving?
- The more notice the better. Please note that if you notify us less than 2 weeks before your move date, an appointment to connect your High Speed Internet may not be available since some of our carriers request a 10-day notice.
- We can transfer all other services, such as Long Distance and Digital Home Phone, to a new location within 24 hours (as long as they are not paired with Internet Services).
How much is the moving fee?
- There is a $60 fee for moving your Acanac High Speed Internet service.
Will a technician need to come to my home when I move my service?
- Not all moves require a technician. Upon setting up your move with a specialist, you will be advised if a technician is required.
Can I change my move appointment?
- Yes, if you notify us 72 hours before the move.
What happens if I miss my move appointment?
- You will need to call us at 1-866-281-3538 to book a new appointment.
Can I keep the same services and use the same equipment after I move?
- Our specialist will verify which services are available at your new location. In some cases, new equipment might be required and you may need to upgrade or downgrade your service level. Our specialist will inform you if there is a need for new equipment and inform you how to return the old equipment.
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DIGITAL HOME PHONE
How does the Digital Home Phone service work?
- Digital Home Phone is a VoIP service (Voice over Internet Protocol).
- A VoIP phone is no different than a regular home phone except that it is set up to transfer digital signals via an Internet connection, rather than through your regular landline phone plug.
- VoIP is an exciting technology that is changing the way people talk. Not only does it slash your phone bill, but it will also streamline your communications set up because of all of the great features and benefits.
How much money can I expect to save if I sign up for Digital Home Phone service?
- Many residential customers who have switched from traditional landlines see their bills reduced by as much as 80%.
- Once you have signed up to one of our Digital Home Phone packages, the calling costs and monthly service fees are far lower than many other regular landline options.
Does the Digital Home Phone service have better features and benefits than a traditional landline?
- Yes. There’s really no comparison.
- At Acanac, we pride ourselves with having the most options to ensure that you find exactly what is right for you.
- We offer Digital Home Phone in 3 different varieties, with various amounts of Long Distance minutes bundled with great features:
- Local Unlimited
- Canada Unlimited
- North America Unlimited
- All of the Digital Home Phone plans come with the following features
- Unlimited Local Calling
- Unlimited Acanac-to-Acanac Calling - so sign up a friend and talk with them anytime for free!
- Voicemail
- Call Display
- Caller ID Block
- Call Waiting
- Call Forwarding
- 3 Way Calling
- Speed Dial
- Do Not Disturb
- V911
- Free Listing
- In addition to the features, here are some of the added benefits you can enjoy by making the switch:
- Choose a number from a different area code so your remote friends and family can call you locally and save on Long Distance costs
- Take your phone with you when you travel and call back home locally as long as you have access to High Speed Internet
Can I keep my current phone number?
- Yes, you are likely able to keep your current telephone number. Please contact us to verify the number availability in your area.
Can I take my Digital Home Phone service with me when I travel?
- Yes. As long as you have access to High Speed Internet, you will be able to use your service. Secondly, please contact Technical Support prior to your departure as your equipment may need to be configured beforehand.
Can I speak on the phone and use the Internet at the same time?
- Yes. You can to make or receive calls while you’re surfing the Web.
Does the Digital Home Phone Service only work with an Acanac High Speed Internet connection?
- No, you can use our phone service with any Internet connection.
Is there a minimum speed requirement to use the Digital Home Phone service?
- We recommend that your High Speed Internet connection have a minimum download speed of 2 Mbps and an upload speed of at least 500 Kbps to ensure the quality of your Digital Home Phone service.
What is included in the Digital Home Phone service starter kit?
- The material included in your kit varies depending on the type of service you selected. Please refer to installation guide in the customer support section and download the corresponding guide.
Can I use my own jacks to connect my phone?
- Phone jacks are no longer necessary with Digital Home Phone. You simply connect your phone and Internet through a device called an “ATA”. Since our phone service uses the Internet, you will need to connect your primary phone to the voice gateway that will be provided to you. If you wish to have more than one phone device available, we recommend you acquire Multi handset Cordless phones, which can accommodate up to 5 telephone devices, depending on the model you choose.
Will my Digital Home Phone service work if the power goes out?
- No. Unless you have a back-up power source in place, your modem, router, home network and Internet Voice Gateway will not work in the event of a power outage.
Are 9-1-1 Emergency Services available with the Digital Home Phone service?
- Yes, the Digital Home Phone service provides access to 9-1-1 Emergency. There are some differences between the 9-1-1 service dialled from your new Digital Home Phone service and the traditional 9-1-1 service. When you dial 9-1-1 from your Digital Home Phone service, our emergency service operator will answer your call. Our operator will verify that you are still located at the address you have registered with Acanac.
If you are still at this location, our operator will transfer your call to the appropriate emergency agency. If you have moved your Digital Home Phone service equipment, you will need to provide our operator with your current location. They will determine the appropriate emergency agency and then transfer your call accordingly.
If you will be away from the service location that you registered with Acanac for an extended period of time and you will be taking your Digital Home Phone service with you, we recommend that you update your user profile to ensure that the appropriate address is on file in the event of a 9-1-1 emergency call. This process may take up to 5 business days. Please contact one of our customer service agents to make any changes to your 9-1-1 profile.
Please note that there may be an additional delay to transfer your emergency service call to areas not served by traditional 9-1-1.
If you dial 9-1-1 when you are outside of Canada or of the United States, our emergency service operator will advise you to hang up and find a local phone and dial the appropriate emergency number (it may not be 9-1-1).
WARNING: Power disruptions or failures, Internet Service Provider (ISP) outages or unavailability and tampering with equipment will also prevent dialling to emergency service numbers including 9-1-1.
How do I access my voicemail?
- To access your voicemail simply enter your phone number and password in the VoIP Phone Service Control Panel in the Support section of the site.
Can I change my phone number?
- Yes, there’s a $25 charge if you decide to change your phone number.
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HIGH SPEED INTERNET
What is the difference between DSL and Cable Internet?
- Both are types of Internet signals that are often referred to as broadband or High Speed Internet:
- DSL (Digital Subscriber Line): Delivers Internet directly through the copper phone wiring inside your home.
- FTTN (Fiber to the node): In most areas, we also offer FTTN which is deployed the same way as DSL, but is delivered via a fiber connection which allows for faster Internet speeds up to 50 Mbps. On our website we refer to all Internet service delivered over telephone wires as DSL for simplicity.
- Cable: Transmits digital data over existing Coaxial cable lines in your home.
Do I need an active phone line to sign up for DSL Internet?
- No. There are two types of DSL and FTTN connections; “Regular” and “Dry Loop”.
- Regular DSL requires an active phone line.
- Dry Loop DSL is what is installed when an active landline does not exist.
- For customers with landlines, no technician is required to go to the house.
- “Dry Loop” DSL installations occur differently than Regular DSL. Depending on the previous provider, it is possible that the phone line is no longer going into the demarcation point. For this reason, a technician is scheduled to test the line at your residence.
What are the system requirements?
- Operating system: all versions of Windows, Mac OS, and Linux released over the past fifteen years
- Processor: 166 MHz and above
- RAM: 32 MB
- Disk space: 30 MB
- LAN card and Ethernet adapter
- Video card
What happens if I exceed my Internet data cap?
- To ensure we have the most options for our customers, Acanac offers capped Internet plans for those who feel they don’t necessarily need an unlimited plan because of their usage habits. If you do exceed the data exchange cap specified in your plan, a usage-based charge of $1 per GB will be applied, to a maximum of $50.
Is there a data transfer limit?
- Data transfer is only limited in cases where you choose to subscribe to a capped Internet plan or if the usage contravenes our Acceptable Use Policy.
