Welcome to ACN Support

 If there is no dial tone present on your ACN Business Phone Adapter, try the following:

• Confirm your adapter, including all cables, is properly connected.  See installation instructions.
• Check all lights on your adapter, including power, LAN (Internet) and each phone line.  Lights for each corresponding line will be lit if there is a working Ethernet connection.
• Ensure that you are able to surf the Internet using your computer.
  • If you are unable to successfully surf the Internet, you may be experiencing an Internet outage.  Contact your Internet provider to resolve this issue.
• Try removing the power from the phone adapter. Wait 1 minute, and then plug it back in. You should see a solid power and phone light(s).
• Connect an analog telephone directly to a port on your adapter.  Test for dial tone and attempt to make a call.
• If unable to make a call, try another phone/handset with your phone adapter. It is possible that you may have a bad phone/handset.

If you are unable to place or receive calls with your phone adapter, try the following:

• Ensure your phone adapter is registered.
• If the device is registered, configure port triggering, port forwarding or DMZ on your router.
• Your phone adapter uses UDP ports 5065-5080and 9000-9200.

If you need assistance, please contact ACN Technical Support.

• Check your Internet speed. 
• There are many websites that offer a free speed test.  ACN recommends utilization of your current ISP’s speed site, if available, or www.speedtest.net.
• Ensure you have 80 kbps of unfiltered, prioritized bandwidth per concurrent call. 
• Relocate your ACN Business Phone Adapter away from interference like a monitor, TV, appliances, etc.
• QoS configuration may be required in your router to prioritize all traffic to and from your adapter.

ACN provides three options for an Internet Outage: 

• Call Forward Not Reachable (CFNR).  In the event Internet goes down, all calls will be routed to the telephone number specified by the customer.  This feature should be configured upon installation.  Once configured, all incoming calls will be redirected to the specified number (traditional phone line, mobile number, another customer facility, etc.).
  • To set up and modify the CFNR number, access your online portal or contact customer service for assistance.
• Analog line can be ordered from ACN or a local service provider that connects directly into the 8-Port device (only available on this device).  This line serves as a back-up line for both inbound and outbound calling in the event Internet access or power goes out.
• Voice Mail is provided as an option to the customer, with one voice mail box included at no additional charge.  If CFNR is not configured, incoming calls will route to voice mail.

If no power but your business has a back-up Uninterruptible Power Supply (UPS), service will continue to operate seamlessly.   (If you do not have a backup UPS, your current phone system will not work – even without the ACN solution.)  With ACN, you can still receive calls via the CFNR feature (if the calls are going to a device with power, e.g. mobile device).  

If no power and your business does NOT have back-up power, AND you have already set up CFNR, your calls will be routed accordingly.  If not, the phone adapter requires power and Internet to operate.  Without this, you will be unable to place and receive calls.