Digital Phone Service Frequently Asked Questions

• A high speed, wired Internet connection such as Cable or DSL
  (minimum 200 kbps)
• A U.S. or Canada billing and shipping address
• An ACN Video Phone or ACN Phone Adapter
• Router with Ethernet Cable – Preferred

U.S.

In most cases, ACN is able to transfer your existing number. When you switch to ACN Digital Phone Service, simply enter your phone number during the sign-up process, and complete the registration process.

ACN will assign you a temporary phone number, so you can begin to use your ACN Digital Phone Service right away!
During the ordering process, you can choose to keep your temporary phone number as a second line (phone adapters only), convert it to a virtual number or disconnect once the transfer process has completed.

Transfers take approximately 10 business days from the time you confirm your request. The transfer cannot be stopped once processing has started.

Note: Toll Free numbers cannot be transferred.

Canada
In most cases, ACN is able to transfer your existing number. When you switch to ACN Digital Phone Service, simply enter your phone number during the sign-up process, and complete the registration process.

Transfers take approximately 10 business days from the time you confirm your request.

During sign-up, provide a Digital Signature to initiate the request.

The transfer cannot be stopped once processing has started.

Your account will not be active until the number transfer is complete.

With ACN, you can get a temporary phone number to use while your existing number is being transferred so you can begin to use your ACN Digital Phone Service right away! You can choose to disconnect the temporary number, convert it to a virtual phone number or add it as a second line (phone adapters only). Please note your monthly ACN Digital Phone Service charges will begin once your temporary phone number is activated.

U.S.
If you want a new number, there are two easy ways to accomplish this. You can provide a telephone number in the local network where you want service and we will attempt to provide a number within that area. Or, you can choose a state, area code and location, and we will provide a number in this area.

Canada
If you want a new number, there are two easy ways to accomplish this. You can provide a telephone number in the local network where you want service and we will attempt to provide a number within that area. Or, you can choose a province, area code and location, and we will provide a number in this area.

• Equipment Charges (such as a Video Phone)
• Shipping and Handling charges
• Applicable taxes on equipment

Faxing was originally developed to work over the traditional telephone network.  While ACN has upgraded its VoIP network to enable faxing within United States and Canada, faxes may not always complete due to a number of reasons which include the capabilities of sending and receiving fax machines and quality of the network connection.  For these reasons, fax is available as a “best effort service.” Currently, faxing to destinations outside of North America is not supported, including Puerto Rico and Hawaii. Video Phone faxing is also not supported.

If you are not able to send or receive a fax, please follow the following simple instructions:

1. Verify your Internet service is working by surfing to a few websites (ideally having a direct wired connection to your modem or router).
2. Make sure the Phone Adapter is installed correctly by checking the following:
     a. Verify the power adapter is connected to the Phone Adapter
     b. Make sure the Ethernet cable is connected and “clicked” into the Phone Adapter’s port labeled as "Internet"
     c. Verify the Phone Adapter’s power light is solid green, Internet light is flickering green and the Phone 1 light is solid green
3. Replace the fax line with a working telephone in Phone 1, making sure the cable “clicks” in place. Verify you can place and receive normal phone calls. If you are unable to place phone calls, verify your Internet is working and the Phone Adapter is properly installed.
4. Refer to your fax machine instructions as needed and disable ECM mode and set the transmission speed to 9600 baud rate. Reconnect the fax machine and retry the failed fax with the new settings.
5. you are still unable to place/receive faxes or calls, contact Customer Care at 888-414-1958 in the U.S. or at 866-913-3445 for Canada.

The Digital Phone Service codes allow you to access features on your Video Phone or existing phone quickly. Use the codes below to activate or deactivate certain features.
Note: Some features are only available on the Video Phone.

Yes - ACN employs industry security standards and continually monitors our network to maintain network security.

Learn more about how to access your Online Account here.

• Yes, in fact ACN Technicians are not responsible for setting up the ATA or Video Phone as ACN takes all the necessary measures to assure you have tools available to you to set up your own devices including the Quick Installation Guide included in your Phone Adapter or Video Phone box and also attached to an introduction email when you ordered your service.
• If you need assistance setting up your Phone Adapter or Video Phone, ACN's Technical Support team is available to assist you at 866-913-3445.

• Yes, if an ACN Technician is already on site, he or she can install your Phone Adapter or Video Phone however a $20 charge will apply.
• If you request a technician be sent to your home to set up the device, a $60 charge will apply.
• Only available in Québec and Ontario.

• If you request an ACN Technician to be sent to repair an issue with your phone line, a $60 charge will apply.
• Only available in Québec and Ontario.

• Yes, if an ACN Technician is already on site, he or she can install your phone jack however a $39 charge will apply per phone jack.
• If you request a technician be sent to your home to add a phone jack, a $60 charge will apply for the first phone jack. Additional phone jacks can also be installed for $39 each.
• Only available in Québec and Ontario.

With your Phone Adapter, only handsets that are connected will function, ACN recommends using a single base unit with multiple handsets. If you would like to have your other phone jacks activated you can, however ACN does not recommend activating additional phone jacks as it takes away from the quality of the phone line. If an ACN Technician is already on site and you would still like to activate all existing phone jacks, he or she can activate all existing jacks, but a $42 charge will apply. If you request a technician be sent to your home to activate your existing phone jacks, a $60 charge will apply. Be advised that this service is only available in Québec and Ontario.