NBN Services User Guide
Contents
1. T n HR NBN Services User Guide Welcome to ACN This guide is designed to help you connect to your new ACN NBN Service Once you re online check our website at acnpacific com au nbn for further information and technical support if required Customer Service Our dedicated Customer Service team is available 6 days a week Hours of operation 9 00am 6 00pm AEST Monday to Friday 10 00am 6 00pm AEST Saturday Contact details Email enquiries enquiries acnpacific com au Online chat acnpacific com au contact us Customer Service 1300 881 778 For further information about pricing other services available from ACN the ACN Opportunity or becoming an ACN Independent Business Owner IBO please visit acnpacific com au What s Inside Welcome to ACN Customer Service Introduction to NBN Connecting your NBN Service Installation Options Preparing for your NBN Co Installation Checklist for your NBN Co appointment ACN Home Network Gateway Setup ACN HNG Package Contents Equipment Setup Troubleshooting Quick Tips LED light indicators on your NBN equipment Home Network Gateway HNG Home Network Gateway Fault Management Standard Form of Agreement NS oO Ww KR A 10 gt a Aa O 14 Introduction to NBN Congratulations on the first step to having NBN installed at your property If you wish to retain your current phone number and have not had your Fixed Line service with2. ACN previously ACN will need to move your current service to ACN so that we are able to transition your service once you have had your NBN appointment ACN manages this process for you and you will enjoy all of the same great calling rates of your NBN plan By now you would have spoken to an ACN representative to organise an appointment for an NBN Technician to visit your property and install the necessary hardware that will enable you to connect to the NBN Network Before your NBN appointment it is important to get to know what equipment will be provided and installed by the NBN Co Technician and how to be prepared for your appointment Connecting your NBN Service Before you received this guide ACN would have contacted you to arrange an appointment for an NBN Co Technician to connect your property to the NBN network if this work has not been carried out previously by NBN Co If this appointment has not yet been arranged please contact ACN see page 2 The installation appointment with NBN Co typically takes up to five hours but can take longer depending on the work required at your premises The additional installation of the following NBN Co supplied equipment will be completed during your NBN Co appointment The equipment is as follows 1 NBN Utility Box 2 NBN Connection Box NBN utility box am um am am am am iam miam nm NBN connection box Outside your premises Installation Options Depending on
3. line service please contact ACN on 1300 732 023 Weekdays 9am 5pm For more information on Pull Through please go to acnpacific com au preparing for NBN Checklist for your NBN Co appointment will be available or have arranged for an authorised representative 18 to be present for my NBN Co appointment have consent from my landlord body corporate owner s corporation to install the equipment at my premises if required I ve contacted my back to base alarm system or personal g response system medical alert emergency call provider to check if my system is NBN compatible if required I ve considered where would like my NBN Co equipment and E Home Network Gateway HNG positioned in my home understand that each installation appointment may take around five hours in some cases it may take longer and that an Authorised Representative will need to be present for the whole appointment ACN Home Network Gateway Setup ACN HNG Package Contents For customers who have selected the Self Installation for Home Network Gateway please take out the following equipment once you have received your Activation E Mail from ACN ACN Home Network Gateway HNG Ethernet cable white with red ends Ethernet cable white with yellow ends Grey telephone cable Power supply adaptor oS SY YS Wi Fi information card Equipment Setup Step 1 Connect the Power Supply Plug the Power Supply Adaptor into the Home Networ
4. your installation selection for the ACN Home Network Gateway HNG you will require one of the following 1 Professional Installation An ACN Technician will deliver your HNG equipment at an appointed time agreed with you The Technician will complete the following Connect your HNG to the NBN equipment Connect your DECT handset if you have a Voice service Connect your Wi Fi so you can connect your wireless devices to your NBN Service Check your NBN service is working prior to leaving your premises 2 Self Installation You will receive your HNG before your NBN Co appointment via courier Your NBN service will be active on the network after NBN Co has completed their installation Once your service is active you will receive a Welcome E Mail from ACN to notify you of the completion of your service activation At this stage you can now connect your pre provisioned HNG to the NBN equipment and use your service Preparing for your NBN Co Installation It s important to think about where you d like the NBN equipment installed prior to your NBN Co appointment It s important you have the NBN Co equipment in a location that meets these requirements ACN He ome Netw ork Gateway NBN utility box Tip 1 The ACN Home Network Gateway must be within 1 5 metres of the NBN Connection Box and within 3 metres from a power outlet NBN connection box Tip 2 The NBN Connection box must be within 40 m
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6. Power LED on the NBN Connection Box is solid green check the LED lights on your ACN Home Network Gateway The Eco Power LED will be green when you have successfully established a network connection e If the Eco Power LED light is red check the following Ensure you have connected the ACN Home Network Gateway correctly to the NBN Connection Box Please refer to Equipment Set Up on page 8 If you have attempted all of the above have restarted your computer and are still unable to connect to the Internet please contact ACN Technical Support on 1300 881 778 LED light indicators on your NBN equipment The tables below describe the LED light indicators on the NBN Connection Box Indicator Status Meaning Action ler Power Indicator There is no power to your NBN Connection Box Check the power supply is plugged in and switched on and is connected to your NBN Connection Box If there is still no light contact ACN Power supply is operating Your main power has failed Your on backup battery power ACN NBN Services will not work until power is restored Green Power supply is working No action is required normally Flashing Your NBN Connection box No action is required The flashing is starting up light should turn into a solid green light shortly Optical OFF Your NBN Connection Indicator Box has been disabled externally Please contact ACN on 1300881778 for further
7. aired WPS Solid WPS set up successful Your Wi Fi is pre configured and Indicator green the Network Name and Wireless Key Slow WPS setup in progress case sensitive can be located on flashing the back of your HNG orange If you are unable to connect Fast WPS error wirelessly please contact ACN on flashing 1300881778 for further assistance red of ie Status Solid Eco green Power is on all required Check your main power supply is still active If power is not available we recommend that you turn off services are up and Power running Indicator Flashing Device is turning on your HNG and any devices using the red main power Once power is restored re boot your equipment Solidred One of the required 1 i services has failed If power is available Solid blue Device is in Eco mode e Ensure your HNG is connected Wi Fi disabled and is to a 240V power point and is operating normally turned ON i Reboot your device ol UAE petia ie DER Please contact ACN on 1300881778 for further assistance 13 Home Network Gateway HNG Who owns the Home Network Gateway ACN provide you with a TG797 Home Network Gateway HNG to enable you to access ACN s NBN services You will not own the HNG and you may be required to return the HNG to us upon termination or disconnection of the service Home Network Gateway Fault Management What to do if the HNG develops a fault If the HNG develops a fau
8. assistance Your NBN Connection Box Please contact ACN on 1300881778 has lost connection with for further assistance the Network Green Your NBN Connection Box No action is required is connected and working properly Flashing There is activity on the No action is required Green NBN service Alarm OFF Your NBN Connection Box No action is required Indicator is working but you have no devices connected Your NBN Connection Please contact ACN on 1300881778 box has afaultandisnot for further assistance working normally Green Your NBN Connection Box No action is required is working normally and is connected Data OFF You do not have an active Your service is not active UNI D service using this portat If you have received your ACN NBN Indicator this time Welcome E Mail please contact ACN on 1300881778 Orange There is a 1Gbps device No action is required detected on the network There is a 1Gbps data No action is required Flashing activity detected on the network Green There is a 10 100Mbps device detected on the network There is a 10 100Mbps No action is required No action is required Flashing data activity detected on the network Meaning Action Voice You do not have an active UNI V Indicator Status No action is required not phone service using this applicable for ACN NBN Voice OFF port services Green One or more phones are No ac
9. etres of the NBN Utility Box and within 3 metres of a power outlet Select a location with enough wall space for your NBN equipment Please refer to the image above The NBN equipment should be positioned close to your main computer and ACN HNG For best performance the equipment should be inside your home not in a Separate building such as a shed or garage Areas prone to extreme temperatures dirt or dust are not suitable The equipment needs ventilation space around it The NBN Connection Box needs to be 1 5 metres from a dedicated 240V power point and close to a phone point Small holes may need to be drilled in your walls to allow the cable from the NBN Utility Box to the NBN Connection Box to pass from the outside to inside your home There are a number of factors that can result in the need for a non standard installation such as obstacles dangers or safety concerns during installation If this applies to your installation the NBN Co Technician will quote on the additional costs which will be charged to your ACN Invoice if you decide to go ahead Pull Through In the course of connecting a premises to the NBN Co Fibre Network an NBN Co contractor may physically remove one or more copper cables from a lead in conduit LIC in order to Pull Through the fibre optic cable Customer may experience service down time until the work is completed If you have medical alarm systems connected to your phone
10. k Gateway HNG power inlet port on the back of the HNG Plug the adaptor into a power outlet and turn on the HNG Step 2 Connecting NBN Broadband Take the supplied Ethernet cable lt a with red ends and plug one end into Fi 1 7 the red WAN port at the back of your Home Network Gateway Plug the sd oe SEERNES Es other end of the Ethernet cable into the required UNI D port ofthe NBN Connection box as advised by ACN UNI D Step 3 Connecting NBN Voice if you have requested a voice service Connect your DECT cordless handset to the green port labelled with a telephone symbol on your Home Network Gateway using the grey telephone cable Please note Rotary and dial phones will not work with NBN voice services Step 4 Check your Installation Please wait between 3 5 minutes for you connection to establish Your connection is active if the indicators on the HNG are green The Ethernet indicator is green if there is a computer connected via Ethernet The Ethernet indicator flashes green if data is being transmitted Wireless indicator is green if you have any devices connected via Wi Fi The Wireless indicator flashes green if data is being transmitted Voice indicator is green ONLY if your service includes a Voice service and is registered The WAN indicator is green if your NBN Broadband service is connected The WAN indicator flashes green if data is being transmitted I
11. lt please call ACN Customer Service on 1300 881 778 You will be asked to describe the fault ACN will then organise a replacement HNG if we confirm the HNG is faulty Please note If the fault in the HNG was caused by misuse or abuse of the HNG or by impact liquid lightning power surges ACN recommends you obtain surge protection for your electricity supply or heat damage sustained from the stacking of electrical equipment on or in close proximity to the HNG customer damage we will charge you a fee for its replacement An additional charge will also apply if you have reported the fault as not caused by customer damage and an ACN Technician comes to your premises and discovers that the fault in the HNG was caused by customer damage These charges will also apply if you require a replacement as a result of the loss or theft of the HNG The current charges are listed on our website at acnpacific com au Standard Form of Agreement Important customer information your rights and obligations For the complete terms and conditions which apply to the supply of the Equipment and ACN services and which set out your rights and obligations please refer to ACN s Standard Form of Agreement SFOA available on our website acnpacific com au Che Contact Us Email enquiries acnpacific com au acnpacific com au Customer Service 1300 881 778 ABN 85 108 535 708 26 05 2014 MKT 2210 AC
12. nternet indicator is green when your Internet is connected Internet indicator flashes green if data is being transmitted DECT indicator will be green ONLY when you have connected a cordless phone to the HNG WPS indicator is green when Wi Fi is active Congratulations you are now connected to the Internet Troubleshooting Quick Tips If you are having difficulty getting online after your service has been activated and you have self installed your ACN Home Network Gateway try these quick tips 1 Check your equipment has power Check the Power LED on the NBN Connection Box please refer to section LED light indicators on your NBN equipment on Page 11 If there is power to the NBN Connection Box the Power LED will be solid green If the Power LED is OFF this indicates e The power is not turned on Check and ensure your power point is turned ON Your NBN Connection Box is not connected to the power Supply Unit Check that the cables are connected properly Please refer to the image on page 4 2 Restart your equipment Shut down your computer and any other connected devices e Turn off your ACN Home Network Gateway and unplug the 12V DC power cable Reconnect your ACN Home Network Gateway and turn it on Your ACN Home Network Gateway can take 3 5 minutes to authenticate to the NBN network 3 Check the LED lights on your ACN Home Network Gateway Once your equipment is powered on and the
13. rvice with ACN registered turn the HNG off and back on If this does not resolve the issue please contact ACN on 1300881778 for further assistance WAN WAN connection is If you are having issues with your indicator connected with no traffic connectivity running Check your NBN Utility and Connection Box and make sure it is connected correctly Slow Trying to detect a flashing network connection green e Reboot your equipment Check your NBN Utility and Connection flashing network and transferring Box and make sure it is connected green data correctly 7 Please contact ACN on 1300881778 No network connection for further assistance established Fast Connected to the Indicator Status Meaning Action Internet Solid Internet connected no If you are having issues with your Indicator green activity connectivity Flashing Internet connected with Check your NBN Utility and green activity Connection Box and make sure it Solid red Internet connection failed IS connected correctly Reboot your equipment Check wet CUM Mile 2 FORHEMER your NBN Utility and Connection Box and make sure it is connected correctly Please contact ACN on 1300881778 for further assistance DECT Solid DECT handset is paired If the DECT indicator is not on Indicator green and ready for use use your device instructions and Flashing DECT handset is in pairing eTegister orange mode and is registering OER DECT handset is not p
14. tion is required not off the hook in use applicable for ACN NBN Voice services Flashing One or more phones have No action is required not been off the hook for applicable for ACN NBN Voice more than one hour services Update No action is required Indicator Reg Your NBN Connection Box Please contact ACN on 1300881778 has failed to download for further assistance software Green Your NBN Connection Box is successfully downloading software The table below describes the LED light indicators on the ACN Home Network Gateway HNG Green No action is required Indicator Status Meaning Action Ethernet If you are having issues with your Solid Ethernet connection Indicator green detected with no activity connectivity Flashing Ethernet connection e Check the Ethernet cable is green detected with activity connected correctly F OF No Ethernet connection Check your computer is working detected e Reboot your equipment Wireless Solid A wireless device is paired If you are having issues with your Indicator green with no activity connectivity Flashing A wireless device is paired Try reconnecting and ensure your green with activity password is correct No device is paired Reboot your equipment Voice Solid Voice service is registered None Indicator green with no activity Flashing Voice service is registered None green with activity Voice Service not If you have a voice se
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