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Technical Questions

What if I forgot my username and/or password?

Call 1-888-383-8226 or use our ACN Chat Service. For your protection, our customer service representative will need to verify some personal information before releasing your username and/or password.

My High Speed Internet installation kit is missing a part. What should I do?

Call 1-866-913-3445 or use our ACN Chat Service to have missing parts sent to you right away.

Why do I need to install filters?

Filters separate the digital High Speed Internet signal and the analog signals used by your phone, fax, or any other equipment connected to the High Speed Internet phone line. Without a DSL filter, you may hear high frequency noise from the DSL signal on your telephone.

Should I install a filter on the phone cord that connects my modem to the phone jack?

No, putting a filter on your modem will block the DSL signal, and this will prevent your service from working. Filters should only be installed on the devices listed in Step 1 of your installation guide.

When should I use a phone splitter?

If you need to install a phone on the same telephone jack that is used for your modem, you will need to use the splitter with two jacks that are provided in your kit. The installation is made as follows:

  1. Plug the splitter into the telephone jack.
  2. Plug your phone into the splitter jack called "phone".
  3. Plug your modem into the splitter jack called "modem".

The filters, or blockers, need to be used on any other phone sharing the line with the High Speed Internet installation, with the exception of the phone jack used with the modem, which requires the use of a splitter.

How do I get additional High Speed Internet filters?

DSL filters - also known as High Speed Internet or DSL blockers, microfilters, or High Speed Internet or DSL phone line filters - are available for purchase at most electronic stores or on the Internet. However, we recommend that you connect a maximum of five phones or devices to your High Speed Internet phone line.

What troubleshooting steps can I do on my own before calling for support?

If your connection to the Internet should stop working, check to make sure that all of the cables are plugged in correctly. If this doesn't fix the problem, shut down your computer and turn off your High Speed Internet modem. Wait a few seconds, then reconnect the power to your modem and turn on your computer. When the PPP light on the modem turns green, launch your Web browser.

What are the benefits of a Wireless Modem?

The ACN Wireless Modem allows you to build a home network. Multiple devices can communicate with one another over the wireless connection, allowing them to share:

  • ACN Internet connection
  • Files and documents
  • Printers, print servers and scanners
  • Game systems 

Please note the ACN Wireless Modem has 4 Ethernet ports for devices with no wireless capability.

How do I log in to my ACN Wireless Modem?

To log in to the ACN Wireless Modem firmware, open a browser window and type 10.100.2.1 into the URL address bar. Press enter.

When you see the authentication window, enter your username and password:

  • Username: user
  • Password: password

Select “OK” and you will have access to the modem home page.

How do I enable/disable my wireless?

Log in to the modem firmware. On the home page of the ACN Wireless Modem firmware, select the QuickStart selection from the left-hand navigation panel.
 
Uncheck the “Enable Wireless” field and select Apply/Save.

Your wireless is now disabled. If you would like to turn it back on, follow the steps above, but check the Enable Wireless field and select Apply/Save.

Note: If you are using two wireless devices (ACN Wireless Modem and a wireless router) we recommend you disable the wireless feature on one of the devices or eliminate your wireless router completely from your home network connection. The ACN Wireless Modem has the same routing capabilities as the average wireless router.

How do I secure my wireless (enable WEP, WPA or other type encryption to protect my network)?

Log in to the modem firmware. On the home page of the ACN Wireless Modem firmware, select the QuickStart selection from the left-hand navigation panel. On the wireless portion of the page, select from the drop-down menu of the Network authentication WEP (Wire Equivalent Privacy) or the WPA (WiFi Protected Access) or other type of network encryption security. All changes must be followed with the “Apply/Save” button.

Note: If you are using WEP, a key (password) will be generated by the Modem. If you are using WPA you will be able to choose your own password (conditions on password length may apply).

How do I rename my SSID (Wireless Name)?

Log in to the modem firmware. On the home page of the ACN Wireless Modem firmware, select the QuickStart selection from the left-hand navigation panel. On the wireless portion of the page, remove the name on the SSID field and insert the name of your choice. All changes must be followed with the “Apply/Save” button.

How do I secure my wireless modem network?

Your ACN modem has wireless capabilities built in. To turn on security, open a browser window and type 10.100.2.1 into the address (URL) space, and hit "ENTER." A login window will appear.

Type in "user" for the user name and "password" for the password. You can change this in the modem’s settings. 

Select "Quickstart" from the list on the left side of the window.
Under "Wireless Settings" click on the down arrow beside "Network Authentication." It is set by default to open. ACN recommends WPA.

Type in a network security key of your choice and save the configuration. Choose a phrase that is easy for you to remember (8-63 characters), but difficult for others to guess. Use this same key to setup your wireless access on your laptop computer or other wireless devices.

You may now disconnect the Ethernet cable if desired and use a computer with wireless capabilities to scan for wireless networks. You will see a network named ACNBB. This is your network. Highlight it and click "Connect."
Unsecured wireless modems may allow others to use your Internet connection without your permission. ACN bears no responsibility for unauthorized usage of your Internet service. Please review the Terms & Conditions of your service agreement and the ACN Acceptable Use Policy.

How do I configure my email client to receive and send emails with my new acn.net email address?

Download outlooksetup.exe or outlookexpress.exe OR
Follow the Manual set-up instructions :  You will first need to enable POP service for your account if you are a new customer. If you were with our service before our Google partnership this should already be done for you. Click here for instructions on how to enable POP service.
Check this list below for the client that you use and follow the instructions to reconfigure your email client:


Outlook Express

Create New Account

Modify Existing Account

Download Configuration Tool

Windows Mail (Vista)

Create New Account

Modify Existing Account

Download Configuration Tool

Outlook XP/2003

Create New Account

Modify Existing Account

Download Configuration Tool

Outlook 2007

Create New Account

Modify Existing Account

 

Mozilla Thunderbird

Create New Account

Modify Existing Account

 

Mac Mail 3.1

Create New Account

Modify Existing Account

 

If your client is not listed here you may find some help on the Google Help site.

 

High Speed Internet Documents
    Telus Modem Quick Install Guide (ZyXel VSG1432) English | Français
    Cable Modem Quick Install Guide (Thomson DCM475) English | Français
    Bell Modem Quick Install Guide (Technicolor TG582N) English | Français
    Aliant Modem Quick Install Guide (2WIRE 3800) English | Français
    Aliant Modem Quick Install Guide (Actiontec 784) English | Français
    Bell Modem Quick Install Guide (SmartRG SR360N) English | Français