Welcome to ACN Support

Receiving a call on the app is just like that of receiving a call as you do today on your smartphone.  Inbound calls can be answered by swiping the green phone icon (Android) to the right.  If an iPhone, and your screen is locked, enter your passcode to unlock the screen and press Answer.

Note: ACN Companion App uses a different telephone number than your mobile phone number, which can be found at the top of the app (above the keypad).

Open the app and tap on the phone icon and dial the number you wish to call.  Or, you can use your contact list, which is also shown within the app.  

The ACN Companion App and your Home Phone Service share the same telephone number.  Therefore, if you call your Home Phone number, you will be directly routed to voice mail.

ACN Companion App utilizes G729 codec on our VoIP network.  (Some calls will use G711.)  If utilizing data to place a call (not Wi-Fi), data consumption is listed below by codec:

      - G729 (Primary VoIP Code): A 5 minute call may consume up to 2.2MB (MegaBytes)

      - G711: A 5 minute call will consume up to 6.5MB.

ACN Companion App utilizes G729 codec on our VoIP network.  (Some calls will use G711.)  Bandwidth listed below by codec:

ACN Companion App and your primary Home Phone Line can have a total of three concurrent calls.  (Remember, they share the same phone number.)

• Both can accept an incoming call, or place an outgoing call, while the other is on a call.
• If both are on a single call, an incoming call will trigger Call Waiting on both devices.
• Both can have a conference call while the other has a single call.
• An incoming call with three concurrent calls in progress will go to voice mail.
• An outbound call attempt with three concurrent calls in progress will return a busy signal.
• Both cannot have a conference call at the same time.

You are unable to transfer an active call - from either device - to the other.

The home ACN Home Phone Adapter and Companion app share a telephone number but are independent, so the home device doesn’t have to be connected for the app to function.

Dialing 911 from the ACN Companion App triggers an outbound call from the native (mobile phone) network and connects you to the 911 call center.  

Yes, separate calls can be placed from both Companion and the ACN Home Phone Adapter, simultaneously.

If you are on an active call with ACN Companion and a call comes in, by design, your smartphone will give priority to the mobile call over all applications; including ACN Companion. This isn’t just an ACN Companion issue; it will be an issue with all applications as long as your phone is accepting incoming calls.

For iPhone users, the iOS will automatically place the ACN Companion caller on hold and answer the incoming call. Unless you informed them at the start of your call, the ACN Companion caller on hold will not be aware that the call is held. We suggest taking precautions by informing the caller early should this occur.

For Android users, the experience is a friendly one. While still on the ACN Companion call, you will be alerted of the cellular call and offered the option to either answer by placing the current call on hold or not.

The ACN Home Phone service will ring and the ACN Companion app will vibrate, receive a notification tone and display a "missed call."

Yes! The biggest advantage of ACN Companion App is that it leverages your ACN Home Phone calling plan for all your outbound calls.  As an example, if the destination (or country) you are calling is included in your home phone plan, calls made via the ACN Companion App to that destination would be included.  It's important to note that you may be subject to data charges from your mobile provider, unless you are connected via Wi-Fi.  This benefit can provide a huge savings as compared to using your mobile phone provider to make international calls!*  

Be sure to check if the destination is included in your ACN Home Phone calling plan, otherwise, the call is subject to a per minute rate.  (Locate the International rate table within the Support section.)

*International calls are subject to ACN's Acceptable Use Policy.  

ACN recommends placing calls over a Wi-Fi connection whenever possible.  If your mobile phone network is used, data charges may apply, which is dependent upon your mobile plan.  

Wi-Fi
To ensure all your ACN Companion App calls utlize Wi-Fi to place calls, you can change preferences within the app.  This setting does not use minutes or data from your mobile calling plan and can be used to place calls when traveling abroad. To turn off data use:

1. Select the Settings icon from within the app.
2. Select Preferences.
3. "Use When Available" – Disable
4. "Allow VoIP Calls" – Disable

3G/4G (Mobile Data Network)
Calls made via your mobile provider's network may have applicable data charges, and roaming data charges when used outside of your coverage area.  If Wi-Fi is not available, calls may be placed using your mobile providers's 3G or 4G data network. This option does not use mobile minutes, but rather data from your mobile calling plan. 

Yes.  A 3-way call is achieved in the same manner as you would using your smartphone.

The Caller ID will display your primary ACN Home Phone Service phone number associated with the ACN Companion App service.