ACN Digital Phone Service uses your broadband Internet connection (DSL/Cable) to make telephone calls to anywhere in the world. Save money with unlimited calls to the U.S., Canada and Puerto Rico for one low price! You can also add the IRIS V Video Phone, your broadband Internet connection provides traditional calling as well as face-to-face video communication with others who have a video phone.
How does ACN Digital Phone Service work?
| When you pick up your telephone, the ACN Digital Phone Service phone adapter converts your voice into data and sends it through the Internet. Our network sends the call where you want it and translates it back into voice. That means when the person you're calling picks up their telephone, it sounds just the same as any other call. When someone calls you, they dial your telephone number, your phone rings, and all you have to do is pick up and answer it.
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Does it work the same as my regular phone service?
| Once you are connected, pick up your phone and use it just like you do today. The person you're calling doesn't need to have ACN Digital Phone Service or an Internet connection on their end of the telephone call. They just need a telephone. And your phone rings when someone calls you as it always did. You use your same touch-tone phone. You're just connecting it to ACN Digital Phone Service instead of your former phone company.
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Can I use my existing telephone jacks with ACN Digital Phone Service?
| ACN recommends connecting a cordless phone system to your video phone or phone adapter. You can then locate extensions throughout your house without making any wiring changes. For most ACN Digital Phone Service customers, this is the preferred solution. If you are comfortable with making wiring changes yourself, please refer to the VoIP Wiring Guide for additional instructions: English | Español |
What are the requirements to sign up for ACN Digital Phone Service?
 In order to use ACN Digital Phone Service, you will need the following:
- 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
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Can I keep my current telephone number?
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 takeapproximately 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.
Note: Toll Free numbers cannot be transferred. |
Can my telephone number be transfered to another carrier if I choose to discontinue my service in the future?
| A telephone number can be transferred to another carrier that provides traditional phone service or Digital Phone Service. In order to transfer a phone number, the customer must be active with ACN's Digital Phone Service. Once ACN receives a transfer request from another carrier, ACN will automatically cancel the Digital Phone Service and any cancellation fees, if applicable, will apply.
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Can I select a new telephone number in a specific area?
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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.
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Can I make International calls with Digital Phone service?
| Yes. To make an international call, dial 011 + (country code) + phone number. Calls to International locations are billed at rates competitive with other major providers. And there are no changes to how you make international calls with Digital Phone service. Just dial as you normally would.
For a complete list of international rates, please click here. |
How will I be charged for my Digital Phone Service order?
At the time of order, your credit card will be billed for all applicable charges including: - Equipment Charges (such as a Video Phone)
- Shipping and Handling charges
- Applicable taxes on equipment
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Can I choose my own Long Distance Carrier?
| By subscribing to Digital Phone service, you are choosing ACN as your Long Distance telephone company.
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Does ACN Digital Phone Support Faxing?
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:
- Verify your Internet service is working by surfing to a few websites (ideally having a direct wired connection to your modem or router).
- 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
- 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.
- 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.
- 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.
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Does ACN support TiVo boxes, DIRECTV boxes or Alarm Systems?
| ACN Digital Phone Service offers both audio and video communications. Services such as TiVo, DIRECTV and alarm systems are not supported. ACN does offer a Home Security system that does not require a landline and can be used by Digital Phone Service customers. |
Will ACN Digital Phone Service interfere with my High Speed Internet or cable modem data/computer connections?
| No. ACN Digital Phone Service routes your incoming and outgoing voice and video calls right alongside the data being sent to or from your computer. Therefore, you can use your high speed Internet connection for more than just web surfing. You can make and receive calls while you use your computer to access the Internet, as well as when your computer is off or not connected to the Internet. ACN uses advanced audio compression techniques to minimize the data traffic caused by calls and maximize the bandwidth available for your other Internet traffic. |
Can I use my computer when I’m on the phone?
| Using ACN Digital Phone Service doesn't affect your computer usage. Continue to surf the web or send and receive email with no problem while you’re talking on the phone. Your computer does not need to be running for ACN Digital Phone Service to work. Our Digital Phone Service uses your Internet connection, not your computer. |
Are there Digital Phone Service codes to access features quickly?
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.
Code |
Function |
*1 |
Activate the Video Phone camera while using the FXS port |
*2 |
Transfer the call from the FXS port to the Video Phone Handset or Speakerphone |
#8 |
Automatic Callback Deactivation |
*72 |
Call Forwarding Always Activation |
*73 |
Call Forwarding Always Deactivation |
*21 |
Call Forwarding Always To Voice Mail Activation |
#21 or *23 |
Call Forwarding Always To Voice Mail Deactivation |
*90 |
Call Forwarding Busy Activation |
*91 |
Call Forwarding Busy Deactivation |
*40 |
Call Forwarding Busy To Voice Mail Activation |
#40 |
Call Forwarding Busy To Voice Mail Deactivation |
*92 |
Call Forwarding No Answer Activation |
*93 |
Call Forwarding No Answer Deactivation |
*41 |
Call Forwarding No Answer To Voice Mail Activation |
#41 |
Call Forwarding No Answer To Voice Mail Deactivation |
*67 |
Calling Line ID Delivery Blocking per Call |
*31 |
Calling Line ID Delivery Blocking Persistent Activation |
*32 |
Calling Line ID Delivery Blocking Persistent Deactivation |
*65 |
Calling Line ID Delivery per Call |
*69 |
Call Return |
*43 |
Call Waiting Persistent Activation |
#43 |
Call Waiting Persistent Deactivation |
*99 |
Clear Voice Message Waiting Indicator |
*78 |
Do Not Disturb Activation |
*79 |
Do Not Disturb Deactivation |
*66 |
Last Number Redial |
*610 |
No Answer Timer (Change the number of rings before voice mail) |
*74 |
Speed Dial 8 |
*62 |
Voice Portal Access |
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Is ACN Digital Phone Service secure?
Yes - ACN employs industry security standards and continually monitors our network to maintain network security. |
How do I manage my Digital Phone Service online?
Learn more about how to access your Online Account here. |
How do I register my phone number on the National Do Not Call List?
The National Do Not Call Registry gives you a choice about whether to receive telemarketing calls at home. Most telemarketers should not call your number once it has been on the registry for 31 days.
Call 1-888-382-1222 (TTY-1-866-290-4236)
or
Visit www.donotcall.gov
Click on Register Now
Enter your phone number and email address
Check your phone number for accuracy
You will receive an email from Register@donotcall.gov. To complete your registration, you must open the email and click on the link provided.
Please note that if you do not click on the link in the email within 72 hours, your phone number will not be registered. |
Moving? You can now take your ACN Digital Phone Service with you.
ACN can make your move easier by assisting you with the transfer of your Digital Phone Service.
- Call ACN Customer Care at 877-226-1010 in the U.S. and 888-383-8226 in Canada and inform the agent you are moving at least 5 days prior to your move.
- Provide your ACN Digital Phone Service number.
- Provide your new address and move date. Your request will be processed on the move date you provide.
- ACN must be able to validate the new address. Customers will not be able to change their phone number, only their address.
- Since your ACN Digital Phone Service requires a wired, high speed Internet connection, you will need to make sure your high-speed Internet service is working in your new location.
It is important to notify ACN of your move to ensure your 911 address is current in case of an emergency. If you request to transfer your service after you move, it will take a few days to complete the process and your 911 address will be inaccurate in the event of an emergency. You will only be able to change your address, not your phone number. |
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