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High Speed Cable Internet -
Frequently Asked Questions


ACN High Speed High Speed Cable Internet is available to customers in Ontario & Quebec.

General Questions

Will I be able to verify the availability of the service online before placing my order?

You may verify the availability of the service before placing your order by calling our Customer Service department. You may also contact the Internet Serviceability Helpdesk by dialing 1-877-418-3738.

Will my VoIP device make me go over my bandwidth quota?

ACN will allow any residential usage. As long as your usage does not exceed standard residential usage, you will not be penalized.

Can I use my ATA with my cable modem?

Yes, the cable modem will be compatible with ATA and video phone.

Can an existing ACN DSL customer upgrade to cable?

Yes, existing DSL customers may switch to cable using the “Modify your Internet Service” function in the addon section of their customer portal.

What is the name of the cable modem?

ACN will provide the Thompson DCM475 cable modem.

What kind of router do you recommend? Will you install it? Can I buy it from you?

ACN has tested and recommends the Cisco Linksys E1200 Wireless N Router. Available at most major electronic and computer retailers. Instructions on how to connect your devices to the router can be found with the device or on the manufacturer’s website.

Is the modem WiFi?

The Cable modem supplied by ACN doesn't support wireless connectivity.

Is the service available for all of Canada?

No, the service will only be available in Quebec and Ontario, on the Videotron and Rogers platforms.

What speeds will be available with ACN Cable Internet?

Please visit www.myacncanada.ca for the latest product information.

Rogers Cable Customers

Will there be an installation required? Will it be a Rogers technician?

In most cases, a Rogers technician will be required to complete the installation of the service. Customer's transferring their service from Rogers will not require a technician visit. They simply need to connect their modem on the activation date.

When will the technician be there? Can I ask for an appointment on an evening?

The appointment with the technician can be booked, morning, noon, afternoon or evenings during the week.

Can a customer switch from Rogers to ACN?

Yes, an existing Rogers customer may switch their services to ACN. However, customers must request a cancellation of their existing service with Rogers within 24 hours of placing their order with ACN. To avoid any service interruption the cancellation date should match the date selected for installation with ACN.

Can I subscribe to other Rogers services?

Your subscription to ACN cable internet will not restrict you from ordering additional cable services directly through Rogers. ACN will not be offering these services at this time, however.

Videotron Cable Customers

Will there be an installation required? Will it be a Videotron technician?

In most cases, a Videotron technician will be required to complete the installation of the service.

When will the technician be there? Can I ask for an appointment on an evening?

The appointment with the technician can be booked as an all day, weekday appointment.

Can a customer switch from Videotron to ACN?

Yes, an existing Videotron customer may switch their services to ACN.

Can I subscribe to other Videotron services?

Please visit www.myacncanada.ca for the latest product information.

 

High Speed Internet Documents
    Telus Modem Quick Install Guide (ZyXel VSG1432) English | Français
    Cable Modem Quick Install Guide (Thomson DCM475) English | Français