Digital Phone Service and Videophones – FAQs (US)
Contents
1. 081 082 083 088 or 089 Directory services starting with 118 Short service numbers starting with 32 36 and 39 Can I use my computer while I m on the phone Yes ACN Digital Phone Service uses your Internet connection and not your computer Should you experience a lower video quality you can try to improve the quality by not making video calls at the same time as using your computer to access the Internet How do I know if my ACN Digital Phone Service is unavailable You can determine service availability by checking the Register light on your ACN Videophone If the light is on and you are still unable to make and receive calls try switching your Videophone off and then on wait for the Register light and then try to make and receive calls using more than one number to make calls In addition you should also check that you have correctly installed your Videophone and that the cables are securely connected Features 31 32 33 34 Is there a Voicemail service Yes ACN Digital Phone Service offers all the standard features of a traditional phone service including voicemail But why leave a voicemail when you can leave a videomail The ACN Digital Phone Service and Videophone allows you to send and receive videomail For more information refer to the Video Greeting amp Video Voicemail Guide in the Customer Services section of www myacn eu Does the ACN Digital Phone Service offer Call Barring Yes you can bar cal2. amp Settings 17 18 19 How do I install the Videophone Refer to the Quick Installation Guide in the Customer Services section of www myacn eu for installation instructions This Guide is also included with your Videophone Do I need a router You don t necessarily need a router You can connect the ACN Videophone between your Internet modem and computer Refer to the Quick Installation Guide in the Customer Services section of www myacn eu for installation instructions This Guide is also included with your Videophone Can I connect more than one Videophone to the same telephone number Unlike standard phones you cannot connect more than one Videophone to the same telephone number You can however have multiple Videophones at the same location with different numbers on one account 20 21 22 23 Can I use Data Cards Prepaid Internet Access Cards or Wi Fi to operate my Videophone It is strongly recommended that you do not use Data Cards or Wi Fi to operate your Videophone Not only could they damage your Videophone but the bandwidth provided by a Data Card or Wi Fi does not always provide a continuous signal which significantly impacts quality and functionality In addition ACN cannot answer technical calls related to the use of these items when operating your Videophone How do I change the default language setting for my Videophone display To change the default language setting for the display follow
3. calls while you use your computer to access the Internet without it affecting your upload and download speed You will however notice a decrease in speed during video calls ACN uses advanced audio compression techniques to minimise the data traffic caused by calls and to maximise the bandwidth available for your other Internet traffic If already own another brand Videophone can I use it with the ACN Digital Phone Service No Ordering Your ACN Digital Phone Service 7 How do I place an order Placing an order is simple and convenient with our dedicated web portal via www myacn eu Simply click on the Order Now link on the home page Please note you will need to enter the Team ID of your ACN Independent Representative at the start of the ordering process Is placing an order online secure Yes our web portal is secured with an SSL Certificate which provides the highest level of security for your personal information and payment details 10 11 12 13 14 15 16 Can I order ACN s Digital Phone Service without the Videophone or order only the Videophone No Can I order two Videophones with my ACN Digital Phone Service No the ACN Digital Phone Service works with one Videophone If you would like two Videophones you will need to place two orders for ACN Digital Phone Service Please note it is not possible for more than one service to have the same telephone number Can I choose my own new
4. these simple instructions 1 Press the Menu button on your ACN Videophone and select Settings 2 Select System Settings 3 Select Display and scroll down to Language 4 Select your preferred language 5 Press the Menu button again and confirm your language change by selecting Yes Can I use multiple phone handsets with ACN Digital Phone Service Yes it is possible to connect multiple analogue telephones to the phone port of your Videophone Many of our customers use cordless phone systems that include a base unit and additional handsets The base station of the cordless telephone plugs directly into the phone port of your ACN Videophone Multiple handsets can be placed anywhere in the house Alternatively you can purchase a multiple telephone socket extension connector and then connect it to the phone port of your ACN Videophone This will allow you to use multiple phones with your ACN Digital Phone Service If use multiple phone handsets with ACN Digital Phone Service will all the phones ring Yes all the phones connected to your Videophone will ring and can be answered Using Your ACN Digital Phone Service 24 25 26 How do I make a call with the Videophone Making a call with the Videophone is simple Whether you are making a voice or video call pick up the handset dial the number and press the green handset button at the bottom right of your Videophone Can I make a call immedia
5. A Aal a FAQs ACN Digital Phone Service General 1 Can I order ACN Digital Phone Service if I live in a French territory outside of mainland France No we are unable to deliver our service outside of mainland France What do I need in order to benefit from ACN Digital Phone Service You will need the following to benefit from this innovative service A credit card for the initial order A high speed Internet connection such as DSL or Cable with a minimum upload speed of 128 Kbps 256 Kbps is recommended How can I check the upload speed of my Internet connection You can check the upload speed of your Internet connection by following the link http eu speed acndigital net network check html In the Input your VoIP telephone number field simply enter your current fixed line telephone number and click on TEST to determine your actual upload bandwidth speed You can also confirm the upload speed by checking the contract you have with your Internet provider Please note the speed specified will be the maximum upload speed and not the actual speed Does ACN Digital Phone Service support fax machines and alarm systems ACN Digital Phone Service offers both audio and video communications Fax service is not currently supported Other services like alarm systems are not supported Will ACN Digital Phone Service affect the performance of my Internet connection when using my computer You can make and receive voice
6. benefit is included in the monthly fee for the service Billing amp Payment 37 38 39 40 41 Is there an additional charge for making or receiving a video call No Does ACN offer electronic or paper invoicing ACN offers electronic invoicing You will be notified by email as soon as your monthly invoice is available with a link to where it can be viewed online What invoice formats do you offer You can select one of the following invoice formats when placing your order Itemised all calls made are displayed including time duration and number dialled Non Itemised Can I rent a Videophone No but we offer the flexibility of two payment options You can choose to pay for your ACN Videophone upfront and receive a discount on the monthly fee for the service Or you can choose to receive a discount on the upfront payment for your ACN Videophone and pay the full monthly fee for the service during the first year What payment options can I choose for the monthly service fee You can choose to pay for your monthly service fee by credit card or direct debit Your ACN Account 42 43 How can I change my account details or manage my service options Contact ACN Customer Services for all changes and management of the following service options Activate the Number Display Anonymous Call Rejection Call Waiting and Call Barring features Activate and manage your Call Forwarding options How can I contact ACN C
7. ls from being made to premium numbers by contacting ACN Customer Services Does the ACN Digital Phone Service offer the standard calling features like Call Waiting Number Display and Call Forwarding Yes ACN Digital Phone Service offers all the standard features of a traditional phone service including Call Waiting Number Display Call Forwarding Call Hold 3 Way Calling Audio Conference Voicemail Last Number Redial Speed Dial How do set up Speed Dial To set up Speed Dial enter 74 followed by a Speed Dial code one digit number then enter the telephone number you would like to associate with that number and press To call the number simply enter the corresponding one digit Speed Dial code and press 35 36 What additional features can benefit from You can benefit from the following additional features Digital Photo Frame Video amp Audio Output connect your Videophone to an LCD screen and external speakers Video Greeting record your own video message to greet people when you are not home or unable to answer your calls Videomail For more information refer to the User Manual and Video Greeting amp Video Voicemail Guide in the Customer Services section of www myacn eu What are ACN 2 ACN calling benefits With the benefits of ACN 2 ACN calling you can enjoy unlimited voice and video calling with all ACN Digital Phone Service customers worldwide without paying anything extra This amazing
8. number No a number will be assigned for each ACN Digital Phone Service you order Why do I still need to provide my current fixed line telephone number in the ordering process Your current fixed line telephone number determines the availability of ACN Digital Phone Service at your address and enables us to assign you a new number that corresponds to your location This is important for Emergency Services so that they can still locate you should you need their assistance Can I keep my current phone number Yes although you cannot port your current fixed line telephone number to the ACN Digital Phone Service you should not deactivate your number as that will cancel your line rental and consequently affect your DSL service Also by not cancelling your number your current telephone service will remain active and people can continue to call you as before If cancel ACN Line Rental and order ACN s Digital Phone Service will I be charged a breaking fee You can cancel your ACN Line Rental in accordance with the cancellation period in the Terms amp Conditions without incurring any additional fees How long does it take to process my order After successfully completing the online registration process you will receive your ACN Videophone within four to six working days How will know when my ACN Digital Phone Service has been activated An email will be sent to the email address you provided when you placed the order Installation
9. tely after installing the Videophone Your Videophone may take up to 8 minutes before it is ready to use During this time the system will perform an initial software update and connect to ACN s Digital Phone Service The LCD screen will display a status as it moves through the process When the process is complete the registration light will turn green It is important not to interrupt this process until it is finished to ensure that it is successful and to prevent damage to your Videophone Can I turn off the Videophone by simply using the power switch To ensure any updates are completed successfully you must do the following before you switch off the power using the power switch 1 Press and hold the Caps button for approximately 5 seconds The registration light will begin to flash 2 A message informing you that the Videophone is ready to be turned off will appear on the LCD screen You can now switch off the power using the power switch 27 28 29 30 What happens when I call people who do not have a Videophone Your Videophone works like a standard phone You can therefore make and receive calls to numbers not connected to a Videophone as normal Are there any numbers cannot call with ACN Digital Phone Service The following numbers are currently unable to be called using Digital Phone Service Company network numbers starting with 085 Service numbers starting with 080 except 0800 0805 08088 and 0809
10. ustomer Services You can contact ACN Customer Services by calling freephone 0805 025540 Mon Fri 08 30 19 00
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