Welcome to ACN Support

      1. Confirm you have an Internet connection through either Wi-Fi or your mobile data service.

      2. Confirm successful login using your credentials (username and password).  Importantly, you must have "@us" following your username. The app should then display "Phone Ready" with your ACN Home Phone Number at the top of your smartphone.  Actual message may vary depending on whether it's an Android or Apple device.

      3. Important! Your ACN VoIP Service account must be in good-standing. Suspended service for non-payment will consequently mean that your ACN Companion app and your ACN Home Phone Service will not work to place/receive calls.

      4. Sometimes uninstalling the app and then reinstalling can resolve issues.

      5. If the above steps have been met, you should be able to place/receive calls. 

Please note that if you are using ACN Companion on an Apple device, with iOS 11, there is an incorrect dialog message stating “Video Calls Enabled” that will display upon first initialization of the app.
Select ‘OK’ to proceed with voice calls.

ACN recommends using a Wi-Fi connection, where available. This type of connection will provide the best quality experience. If Wi-Fi is not available, using a 4G data connection is the next best option. Although compatible on a 3G network, you may still experience audio quality issues.*

*The following message may appear on the screen when making an outbound call on a 3G data connection: "Network Quality Issue." The presence of this message may or may not reflect current or future audio quality issues.

To reduce battery drain, close the ACN Companion App when not intended for use.  

ACN Companion App settings have already been optimized for our customers.  We recommend that you do not make changes.

Account
Enabled – On

Preferences
Mobile Data Network
Use When Available – Enabled
Allow VoIP Calls – Enabled

General
Run in Background – Enabled

Incoming Call
Play Ringtone – Enabled
Vibrate – Enabled
Alert Answer – Enabled
Alert Missed – Enabled
Ringtone – Marimba

Call in Progress
Background Image – Solid Color (Gray)
Contact Image – None
Mobile Call Interrupt – Tones
Play Music on Hold – Disabled

Phone Number
Single Touch to Call – Enabled
Show URI Domain – Disabled

Login Control
Auto Login – Enabled

Advanced Settings
Verbose Logging – Disabled
Send Log – Call Statistics – Displays statistics on last call

Options may vary by device.

Account
Account Specific Features
Disable Mobile Data – Disabled
Allow VoIP Calls – Disabled

Preferences
Mobile Data Network
Use When Available – Enabled
Allow VoIP Calls – Enabled

Incoming Call
Play Ringtone – Enabled
Vibrate – Enabled
Contact Image – Enabled
Ringtone – Over the Horizon (may vary by device)
Call Heads – Enabled

Call In Progress
Play Music on Hold – Disabled
Use Proximity sensor – Enabled

Phone Number
Single Touch to Call – Enabled
Show URI Domain – Disabled

Additional
Audio Gain – Reset all to return to defaults
Keep Wi-Fi Radio Awake – Enabled
Auto Start on Boot – Enabled
Contact Sort Order – First Name
Contact Display Order – First Name First
Use Phonetic Sorting – Disabled
Use LED Notifications – Enabled

Login Control
Auto Login - Enabled

Advanced Settings
Microphone Gain – Normal
Speaker Gain – Normal 

Advanced Media Options
Use Audio Track – Disabled
Echo Cancellation Mode – Enabled
Use Software AEC – Disabled
Noise Suppression – Enabled
Use Software NS

Device Hardware
Playback Stream – Voice Call

Application Logging
Verbose Logging – Enabled
Send Log – Not used