ACN High-Speed Internet Cable Territories Available Services: Standalone High-Speed Internet & ACN High-Speed Internet Bundled with Home Phone Service Table of Contents Overview.P 3 Service Offering.P 4
Ordering Process...P 8 Installation Process.P 34
Support..P 40 My Account...... P 42 Address Changes........P 45
Customer Rewards..P 48 Overview Together, the major Canadian Cable Internet providers reach almost 9.2 million households! ACN services are available in the following Cable provider footprints: o o o
o o Cogeco (Quebec and Ontario) Cable - Nova Scotia, PEI Rogers (Ontario) Shaw (BC, AB, SK, MB, and ON) Videotron (Quebec) ACN residential High-Speed Cable Internet Services: o Download speeds of up to 200 Mbps in select areas
o Standalone Internet or Bundled with Home Phone Service Service Offering ACN High Speed Internet Speeds ranging from 5 Mbps to 200 Mbps. Check speeds, service availability and pricing on www.myacncanada.ca Standalone Internet Plans starting as low as $41.99/month o Price includes modem rental o 1-year term commitment (early termination fee applies)
Activation Fee of $30.00 and $9.99 Shipping & Handling Fee o These upfront fees are currently waived on Standalone and Bundled HighSpeed Internet for a limited time! Professional Installation included (if required) Benefits Competitively priced; potential to save money and get a higher Monthly Usage Limit versus competition Similar to Cable Internet service customer is already getting Eligible for Refer-a-Friend refer five (5) additional customers and your service can be free!*
*Applies to Monthly Recurring Charge only. Main Objection Customer: I like the reliability of my existing Cable Internet service. ACNs High-Speed Internet service uses many of the same network elements as the Cable providers. ACNs modems are certified by the providers. Installation is performed by the cable companys technicians. In addition, the customer has the opportunity to do business with someone
they know. Ordering Process Setting Expectations with Your Customers Setting Expectations Service Delivery Process Pre-Order Preparation Serviceability/Ordering
Installation Customer Communications Support Pre-Order Preparation Payment Methods: A valid credit card understanding that the customer will be billed automatically each month using this payment method. Pre-authorized bank payments are also accepted. (A 5-day hold applies to orders using this payment method. Your
order and installation confirmation will be delayed.) Pre-Order Preparation Confirm Serviceability: Go to IBO Storefront or direct via www.myacncanada.ca and choose High-Speed Internet Click on Shop Now Make an order selection and click Next Check for service availability by
entering the customers address New Customer Orders Direct customers to your IBO Storefront. Select the High-Speed Internet icon. New Customer Orders Pricing for both Standalone and Bundled Internet is
available by selecting the Digital Phone Service product and clicking on the HighSpeed Internet tab New Customer Orders Sign up for service via the High Speed Internet page Customers should select Shop Now to proceed to the ordering portal.
New Customer Orders After clicking Shop Now, customers will be directed to the ACN ordering portal. Customers can choose between Digital Phone
Service (Home Phone), High-Speed Internet or bundling the two together (best value!). New Customer Orders A preliminary serviceability check is completed when the customer enters their address and home phone number.* Important! Final serviceability is
determined once the order is completed and sent to the provider. *Phone number not required. New Customer Orders High-Speed Internet packages and standard pricing will be shown and are displayed based on location. (Both DSL and Cable packages shown here.)
The customer may compare speeds and pricing for both DSL and Cable. New Customer Orders Once the customer chooses a Cable speed offering, pricing details, applicable usage inclusions and/or requirements, and contract information will be shown. New Customer Orders In addition to pricing
details, the customer will be prompted to complete the fields associated with ordering the service. Preferred installation dates and times will be present and selectable by the customer.
New Customer Orders When Bundled Service is selected, options for Home Phone plans will vary based on territory. As an example, the customer may have three (3) options: 1.North America Calling Plan - unlimited long distance within Canada and unlimited international calling to the U.S. and to Mexico (price varies)
2.World Plan long distance and international calling to more than 80 landline and mobile destinations (price varies) 3.Opt out of ordering phone service and proceed with Internet only New Customer Orders After completing their installation preferences,
customers will be taken to the Customize page where they can add either additional Home Phone or Internet Options, based on service ordered. If standalone Internet is ordered, the following options will be shown: o A Wireless Router (available for Cogeco; Eastlink; Shaw; Rogers) o
Unlimited Internet Usage Option (available for Cogeco, ON; Eastlink; Videotron; Rogers) New Customer Orders The customer will complete fields associated with personal information necessary to establish their account and service. Important things to keep in mind:
Customer should use personal contact information for Mobile Phone Number and Alternate Contact Phone Number. The Cable providers technician will call the Mobile number, where applicable, if both numbers are provided. Email Address will be the main point of contact between customer and ACN
New Customer Orders Terms and Conditions of Service must be read and acknowledged during the order process. Actual terms shown will vary based on service ordered. It is important that the customer scroll through and read the Terms and Conditions, in their entirety, prior to checking the acknowledgement and proceeding with the order.
New Customer Orders Prior to entering payment information, customers will be asked to confirm their shipping address. Customers have two options: o Use the service address (pre-populated in the address field) o Enter a new shipping address by clicking Add New Address. Please note that ACN does not ship devices to P.O. Boxes. New Customer Orders
Customers will now be asked to select their preferred payment method. Important! Customers opting to pay via Bank Account or PayPal will have a 5-day hold applied to their order. New Customer Orders New Customer Orders Customers will now be given their Order Confirmation
This is the final step in the ordering process! Customers will now receive emails detailing the progress of their orders
Should customers have any questions regarding their orders they can reach ACN via our Toll-Free number, chat or email service Customer may also print this page, which also displays their order confirmation number. Adding ACN High Speed Internet
Existing Digital Phone Service (Home Phone) customers will be able to add-on Cable service via the Add High Speed Internet link on their customer portal
Customers adding Internet to their home phone service may benefit from lower rates on Internet service!* *Discounts subject to territory and current plan offerings. See pricing shown in My Account for details.
Adding ACN High Speed Internet Customers will be asked to provide preferred time and dates for the installation / activation of their service A modem will be shipped to the customer, and a technician may be dispatched to install the service.
For more details, see Installation section, starting on Slide 34. Switching to ACN Cable High Speed Internet A customer opting to switch to Cable service from their existing ACN DSL connection will be able to do so using their customer portal by selecting the Switch to Cable High Speed Internet
Service function in the Modify your Internet Service Plan menu. A technician will need to be dispatched. Customers will be asked to provide preferred time and dates for the installation of their service.
Switching to ACN Cable High Speed Internet A modem will be shipped to the customer and a technician will be dispatched to install the service. If your customer needs a Wi-Fi network at home, or simply needs to connect multiple devices, ACN recommends purchasing a wireless router such as the TP-Link Archer C1200. Customers will be required to return their existing DSL equipment once the Cable installation is complete, as to avoid a Non-Returned Modem Fee. ACNs provisioning team will keep your customers posted on the progress of their orders via email.
Installation Process Important Things to Remember Confirmation and communication of High-Speed Internet availability may take up to two (2) business days to communicate to the customer. In very rare cases, Cable Internet may not be available even if the Cable Carriers Internet service is currently available in that area (or to that address). ACN will notify your customer of their installation date as soon as possible. Note, it may take up to seven (7) business days to
receive confirmation. ACN High Speed Internet Customers Scenario 1: Transfer - Customer already has Cable Internet with Select Provider 1.The customer selects the desired installation date during ordering process. The name on the ACN order must match name on the existing Cable Providers account. 2.ACN will confirm the activation date with the customer. No technician visit is required. NOTE: For Videotron Customers with both Internet AND Phone Service, a technician visit will be required. See Scenario 2: Customer has no Internet service or has service with a DSL provider for applicable process. 3.On the activation date, the customer will unplug their current modem and connect the
new modem using the installation guide included with the device. 4.ACN will disconnect the existing Cable providers Internet service on behalf of the customer. 5.Once ACN High-Speed Internet is active, and in the event the customers modem is rented, it must be returned to the Cable provider. If rented equipment is not returned, the customer may incur fees from their former provider. ACN High Speed Internet Customers Scenario 2: Customer has no Internet or has service with a DSL provider 1.The customer selects the desired installation date during ordering process. 2.ACN will dispatch a technician from the applicable Cable company to install the new
service. 3.Once the installation is completed, the customer will connect their new cable modem using the installation guide included with the device. 4.Once ACN High-Speed Internet is active, the customer can request to disconnect their DSL service (and return their equipment to their DSL provider, where applicable). If rented equipment is not returned, the customer may incur fees from their former provider. What to expect from the Cable technician? Prepare the customer for the following: A service technician from the applicable Cable provider will be installing the service on ACNs behalf.
The technician will install a cable to the customers specifications. The technician will check signal strength at the jack or cable location of customers choice and activate the service. The technician is not responsible for installation of the modem. Customers should use the installation guide included with the modem to connect the device. Note: It may take up to 10 minutes for the modem to connect to the internet for the first time. Important Reminders If your customer requests a Wi-Fi network at home, or simply needs to connect multiple devices, ACN recommends purchasing a wireless router.
One recommended option is the TP-Link Archer C1200 wireless router, which is available through ACN or other major retailers. ACN offers the option to purchase a router in the following territories: o Cogeco (QC and ON) o Eastlink o Rogers o Shaw ***Router cost may be offset by a Customer Rewards Card! See Customer Rewards for details.*** Support
Support Technical Support (pre and post installation) Pre-Install: Options to reschedule appointments, request tech visit (if applicable), provide feedback or report issues with service installation, etc. Post-Install: Service quality issues, intermittent connection, cannot connect to Internet, etc. Customers should visit the Products & Services Support section of myacncanada.ca to locate support contact information. Direct: http://www.acnservices.com/ca and select Contact Customer Care (top right corner of webpage)
My Account (Online Account Management) My Account ACN Cable Internet customers benefit from the following features within My Account: View invoices Manage Payment Methods Modify Internet Speed (charges may apply) Check Internet data usage and More!
Online Portal: Standalone Internet Customers Existing ACN Standalone Cable Internet customers will be able to add-on ACN Home Phone Service from their customer portals! Customers adding Home Phone Service may benefit from lower rates on their internet service!*
*Discounts subject to territory and current plan offerings. See pricing shown in My Account for details. Address Changes High Speed Internet Address Changes Scenario 1: New Customer No existing service with ACN Only active ACN customers may request a service address change. Customers without an active connection with ACN should request an address change with their existing provider prior to transferring their service to ACN. Scenario 2: Existing ACN Customer with High-Speed Internet Service
The customer will retain their existing equipment. The move cannot be requested more than 30 days in advance. In most areas, the minimum time for a service address change request is 10 business days. A technician visit is required to process a service address change. Address changes cannot be completed if the account has an outstanding balance. Address changes cannot be processed on public holidays. High Speed Internet Address Changes Important Things to know for installation at the new address: Customer should contact ACN Customer Service to request an address change and provide a requested due date no more than 30 days in advance.
o Confirmation and communication of availability of ACN High Speed Internet may take up to two (2) business days to communicate to the customer. o ACN will notify of the customer of their installation date 48 to 72 hours after the address change has been requested. o The technician may call prior to arriving at the new customers premises. ACN will dispatch a technician from the Cable company to install the service at the new address. Once the installation is complete, the customer will connect their modem using the Quick Installation Guide. Guide also available online within the Products & Services Support section of myacncanada.ca. The customers existing Internet connection, at their original address, will be disconnected once their service has been installed at the new address.
Customer Rewards Customer Rewards Redemption Process Reward Cards may be available for new customers signing up on select ACN High-Speed Internet packages or with purchase of specific equipment. Visit Customer Rewards for applicable offers! Customer Rewards Redemption Process
Customer should review applicable reward offerings, which can be found on the Customer Rewards page of myacncanada.ca.* Customer must complete an online redemption form within 30 days of placing the order.
Customers service must be active and in good standing for 120 days It may take up to 6 weeks to receive the Reward Card after the 120-day time period has passed. *Reward card offerings may vary by month. See Customer Rewards page for details.
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