AU ADSL & Naked DSL

 ACN ADSL plans require a traditional fixed phone line with either Telstra or ACN in order to have an ACN ADSL connection.

When you bundle your ACN home line with an ACN ADSL connection you receive a bundled discount as well as access to ACN's competitive calling rates.

Details of these plans can be found here:
http://www.acnpacific.com.au/products/australia/personal/broadband
http://www.acnpacific.com.au/products/australia/personal/home-phone

Naked DSL doesn’t require a traditional phone line- this is great if you use your mobile for calling however, this means you won't  have a local phone number unless you select a VOIP service such as ACN's Digital Phone or  Envision service.

Please note that if you have a connected phone service and apply for Naked DSL, your phone service will be disconnected automatically. In other words, if you want to keep your phone service connected, please order one of our ADSL lines bundled with a home or small business access line.

To find out more about these services click here:
http://www.acnpacific.com.au/products/australia/personal/broadband-internet/naked-dsl/naked-dsl-pricing
http://www.acnpacific.com.au/products/australia/personal/broadband-internet/envision/envision-pricing
http://www.acnpacific.com.au/products/australia/personal/digital-phone-service.

 A cooling off period gives you the right to change your mind about the service or products that you have ordered for up to 10 days after you have submitted your order online. 

This cooling off period is void for products  if you order a device and open the box that it comes in. If you wish to return the device, do not open it- instead contact ACN Customer Service to arrange a return courier.

At ACN, we want to offer you the best possible customer experience. ACN modems and routers are delivered to you preconfigured which means that the service should work as soon as you get the modem or router out of the box and connect the cables as required. Also, using an ACN modem or router means we are able to support you if you are having any technical difficulties.

Therefore, if you submit an order for an ACN ADSL, Naked DSL or Envision service, you have to purchase one of the  available modems or routers.

Yes, if you are moving within our coverage area and the product is available.

Check our coverage map to confirm. There will be a transfer fee applicable.

If you are moving outside of our coverage area and you are still within the term of your agreement a cancellation fee may be applicable.

 ACN often has promotions for new customers, please check online to find out if a connection fee is applicable based on the plan you have selected.

http://www.acnpacific.com.au/products/australia/personal/broadband

http://www.acnpacific.com.au/products/australia/personal/broadband-internet/naked-dsl/naked-dsl-pricing

 ACN's Small Business ADSL service is a residential grade service available  to small business customers.

Unfortunately we are unable to support fixed (static) IPs,  or 24x7 technical support . This product is suitable for small business customers  such as home office professionals, shop owners, sole traders.

You may request a change of service plan at any time, however the change will take effect at the start of your next billing period.

You can change your plan at no cost via My Account. Should you request a plan change via our Contact Centre an admin fee of $5.50 will apply.

 If you require additional data for this billing period- please use our 'Data boltons' that can also be purchased via My Account, which will provide additional data added to your account within 15 minutes of purchase.

When you browse our available ADSL, Naked, and Envision Plans, you will see that there is the option to  'Check Availability'

This Service Qualification checker will look up by your address or by your phone number and notify you which products are available at your location. This service is 95% accurate and if for any reason we are unable to provide service at your address, our technical support team will contact you and you won't be charged.

Please note that ADSL is not available at all addresses. There are a number of "technology blockers" (including the physical length of the copper line from your house to the exchange) that can prevent the delivery of ADSL and on some occassions the local exchange may be full. If this is the case it is worth checking once a month to find out if there have been ports that have become available.

Most buildings and apartments should be eligible for ADSL within our coverage areas, however there are certain "technology blockers" which may prevent access (usually to do with the manner in which your building has been cabled).
 Please use  the   'Check Availability' link that is on all of our Rateplan pages.
As a rule of thumb, if you have a standard telephone line connected you will probably be eligible for ADSL.

If your modem stops working, please check the power point and power it off then back on again. If it doesn't reset please contact our Customer Service Tech Support  team  on 1300 881778 who will be able to trouble shoot any issues with your modem and service.

Your modem comes with a 24 month warranty from the date of purchase. If it's faulty during that period, we'll replace it. Outside of that period you will need to purchase a new one.

To achieve the fastest possible speeds and technical support from ACN, you will require an up-to-date modem/router. ACN sells different versions of wireless modem/router which are compatible with all of our ADSL and Naked DSL plans.

1 Port Modem- means you can have one device connected to your ADSL at once.

4 Port Wireless Modem- means you can have four devices connected consecutively and wirelessly to your ADSL.

If you need to purchase a new device please contact ACN Customer Service to hear about the options available.

If ADSL is unavailable at your address, you may still be able to access our Mobile Broadband service. 

To find out if Mobile Broadband is a suitable solution for your location,

http://www.acnpacific.com.au/products/australia/personal/broadband-internet/mobile-broadband-1/coverage

Yes, a Telsta line is required for ADSL plans. For Naked DSL plans, phone line access is not required, please ensure you can receive the Naked service by checking your service availability.

Please note that if you have a connected phone service and apply for Naked DSL, your phone service will be disconnected automatically. In other words, if you want to keep your Phone Line service connected, please order our ADSL or Essential Plans.

This will vary on a case by case basis and will depend upon if you are coming from a similar ADSL service and don't require any special connections. You should allow an average of 10 working days for your connection to be active. It is possible for the connection to take up to 4 weeks.

We will send you an email to let you know that your order has been successful, or call you to discuss alternatives.

There will be an email and an SMS sent to you giving details of when you need to be home for the service to be connected up. If the date/time is not suitable then you are able to modify the date and time to suit.

No, unfortunately ACN can’t port the phone service from Optus on your behalf.

If you have an Optus phone line and want to apply for our Essential or ADSL plans, please apply for your service to be ported to Telstra on a month-to-month plan. This can be done at any Telstra shop.

Once ported, ACN will be able to place your order, move the phone service to ACN and add the DSL service to the line.

You can purchase other services and in some cases this will allow you to save money on your monthly fee. Some products (like Envision) come as a bundle that has already been put together for you. When you bundle your home phone with ADSL you automatically receive a $10 per month discount.

Yes. With each ADSL or Naked DSL service, you may activate up to 5 WebTools user accounts. WebTools (powered by Google) includes not only e-mail but other useful applications such as Calendar and Chat.

Your first WebTools account will utilise your DSL username (selected by you when you sign up). Your e-mail address will have the format <username>@myacn.net.au.

Additional WebTools accounts can be activated via our MyAccount facility. For more information, visit our Online Services page.

Your modem should connect automatically. You can simply connect your computer and start browsing.

Our Service Qualification Checker will inform you if there is ADSL or Naked DSL available at your address.

Once you have established that there is ADSL or Naked DSL available, you will need to submit an order to us. We then submit this order to Telstra or Optus to ensure that there is a port available at your local exchange that services your address.

On some rare occasions the local exchange may be full, which means we are unable to provide you with a connection at that time. If this occurs, one of the ACN Customer Service team will call you to discuss alternatives.

ACN will provide the fastest speed possible at your location for your ADSL service. Your ADSL speed can vary depending on the following factors: 

• The quality of your phone line
• The distance between your property and the exchange. The closer you are to the exchange, the quality of your ADSL performance will increase.
• The type of modem. If you are eligible for ADSL 2+ in your area but you are using an ADSL 1+ modem, your maximum speed will be ADSL 1+ due to your choice in equipment.
• Sometimes there isn’t always capacity at your local exchange. In this instance an ACN Customer Service Representative will contact you to discuss your options.

ACN will provide the quickest possible speed you can receive at your location. Internet speeds can fall off rapidly as the distance from the exchange increases. Internet cabling normally does not travel in a straight line, hence people across the road from you can be connected to a completely different exchange. Or they could be on the same exchange, but with 100s of Metres of line length differences.

For example – customers living in a Cul-de-sac will normally have their cables connected underground from the top of one side of the street, all the way down and up the other side.

Hardware:
If your neighbour has a 300 series ADSL 2 modem and you are using a 150 series ADSL 1 modem this would impact your speed.

Other factors that can impact your connection:
Microwave ovens, and Cordless Telephones as well as the distance from your Wifi Modem to your computer can also impact your speed. Ensure that your modem is not close to Microwaves and Cordless phones.

Peak: Midnight to 5pm AEST
Offpeak: 5pm to Mignight AEST

AEST translates into the following Peak and Offpeak times for other states (from the 1st April - 7th October 2012).

If you exhaust your data allocation you will be throttled to 128mbps (approximately twice the speed of Dial Up), If you need more peak data allocation you can purchase a Data Bolt on via MyAccount.

Yes, you are able to change your plan to any of the following plans. You can change your plan at no cost via MyAccount. Should you request a plan change via our Contact Centre an admin fee of $5.50 will apply.

Please note the change will take effect at the start of your next billing period.

Yes, if you are an existing standard ADSL customer you can change your plan to any of the Daytime plans. You can change your plan at no cost via MyAccount. Should you request a plan change via our Contact Centre an admin fee of $5.50 will apply.

Please note the change will take effect at the start of your next billing period.

The following basic guidelines are recommended

1. Do not install your DSL modem near water to avoid fire or shock hazard.
2. Allow cords from the modem to lie freely, do not walk on, step on or mistreat cords.
3. Ensure all openings in the unit that offers exposure to the air are not obstructed.

Yes, if you use a cordless phone it is best to keep it away from your modem and your wireless enabled devices.