• Fixed Telephony
• Internet - ADSL

Simply complete the Telephone Service Agreement together with an ACN Independent Representative. The representative will send the agreement to ACN. If you have a conflicting service with Swisscom that prevents connection with ACN you will need to cancel it.

Yes, simply contact ACN's Customer Service department: 
German-speaking cutomers: 0800 444 123 
French-speaking customers: 0800 555 123 
Italian-speaking customers: 0800 666 123.

The network marketing approach ACN uses does not require the huge costs associated with traditional customer acquisition methods (telemarketing, media advertising, corporate sales force), so ACN is able to pass these cost savings to the end users.

Currently ACN does not offer a special product to business customers. However, many small businesses are customers of ACN. ACN can service analogue and ISDN lines.

Customers can choose an alternative service provider to Swisscom without having to change their telephone number, dial an access code (prefix number) or plug in a box. This is called ‘Carrier Pre-Selection’ (CPS). It means that all calls will be routed via ACN and will be charged at ACN's extremely competitive rates. (Certain service numbers will still be routed via Swisscom).

As a CPS customer, you can take advantage of our competitive rates for ALL your calls, as you will be automatically connected to ACN's telephone service without the inconvenience of having to dial a prefix or rely on auto dialing before each call you make.

Calls to fixed lines in Switzerland, calls to mobile phones and calls to international destinations will be connected and charged by ACN.

You will receive a confirmation letter from ACN and a farewell letter from Swisscom when your Carrier Pre-Selection is confirmed.

Within approximately 9 working days after receiving your complete Telephone Service Agreement.

No. Only Swisscom customers can CPS with ACN.

Yes, you can use our CPS service in combination with a DSL subscription at an other provider. However some Internet providers commercially require that you use their telephony service.

Yes. If you have a normal analogue line you can choose which telephone numbers you wish to have CPSed with ACN. Please ensure you enter all the numbers for connection to ACN’s service on the TSA (Telephone Service Agreement).

Yes. If you are using a switchboard which has a range of extensions connected to it (more than 11 sequential numbers related to 1 main number) please enter the main number on the TSA (Telephone Service Agreement)and the number range from lowest to highest. Please check your Swisscom bill to ensure the correct number is provided as the main number.

Yes. If you have more than one analogue telephone number on the same Swisscom account you only need to complete and sign one TSA (Telephone Service Agreement). If you have more than one Swisscom account you will need to complete and sign separate TSAs per Swisscom account number.

Call barring for Premium Rate services will still work with CPS. Other barring options are not guaranteed to work with CPS.

ACN does not advise pre-selecting private payphones to our service. Depending on the type of payphone you may not be able to calculate the call costs when carrier pre-selected. Public payphone numbers can not be preselected with ACN.

Yes, CPS will not affect your flat rate Dial up Internet service. However some Internet providers commercially require that you use their telephony service.

Most alarm systems can be pre-selected with ACN, but ACN cannot guarantee that the service will work. The customer must accept all responsibility for the connection.

No.

That depends on the type of problem. If the fault affects incoming calls Swisscom is responsible and you should contact Swisscom on 0800 800 800. If outgoing calls are affected you should contact ACN’s Customer Service department clearly stating when you tried to call and the number you tried to connect to. If you have a problem with the quality of service or availability of Swisscom functions please contact ACN with the specific details.

Yes. Swisscom is still responsible for the line and the charge for line rental will appear on your Swisscom bill, which will also include charges for calls that have not been routed via ACN such as special service numbers.

Changes concerning your address details and calling plans can be made online (go to Customer Service / Contact Customer Service / Change your ACN account details online). For changes relating to your telephone number, (family) name or the account owner, simply print the appropriate form available in that section of our website and submit it to ACN to request the change.
Alternatively, you can call ACN’s customer service department to make any changes to your account.

If a preferred language was not indicated on the TSA by ticking the appropriate box, you will receive correspondence in the language of the signed TSA as the default. You can however change your language preference by simply calling ACN’s customer service department.

For French-speaking customers: 
ACN Communications Suisse S. à. r. l. 
BRT/EIN/135131/FRA, Aérogare Fret, C.P. 1144, CH-1211 Genève 5 

For German-speaking customers: 
ACN Communications Schweiz GmbH 
BRT/EIN/135131/GER, Aérogare Fret, C.P. 1144, CH-1211 Genève 5 

For Italian-speaking customers: 
ACN Communications Svizzera S.a g.l. 
BRT/EIN/135131/ITA, Aérogare Fret, C.P. 1144, CH-1211 Genève 5

Payment by Direct Debit is the most convenient way of paying all bills and many people are switching to this payment method. Direct debit payments also guarantee your bills are paid on time so that you will never be charged late payments fees. Your monthly bill total will be taken directly from your account approximately 15 days after you receive your bill. To pay by Direct Debit simply complete the mandate enclosed with your Welcome Package and send it to ACN, or call ACN’s freephone customer service number to request a mandate. Alternatively, you can use the Giro slip attached to your monthly bill to remit payment.

You will receive an invoice every month unless the invoice total is less than CHF 4,50 (incl. VAT). In this case the amount will be transferred to the following month's invoice. You will, however, receive an invoice at least once per quarter. If you did not request an itemized invoice on the Telephone Service Agreement but would like to receive one, simply call our freephone customer service number to request this.

To revoke the signed TSA (Telephone Service Agreement), send written confirmation to ACN within 14 days of the date of signature. You will receive a written confirmation of your request for revocation. 

After the 14 days, you can cancel at any time subject to the Terms & Conditions of the TSA.  

As soon as the cancellation is effected, you will receive a letter from ACN confirming this.

In order for the call to qualify as a Friends Call Free call (at no per minute charge) the person called has to be an active ACN fixed-line customer. It does not matter which calling plan the person called is using. An active ACN fixed-line customer is defined as having placed at least one call using the ACN fixed-line service during the last 30 days. Calls to data lines (internet, VPN), calls to mobile phones, calls to special services and international calls do not qualify as Friends Call Free calls but are charged according to our standard listed rates.

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ADSL stands for Asymmetric Digital Subscriber Line and is a high-speed Internet access via the telephone cable. With it, you can surf up to 40 times faster than with conventional technologies.

DSL is short for Digital Subscriber Line. There are different types of DSL, using different techniques and having different characteristics. The ‘A’ in ADSL stands for ‘asymmetric’ and refers to the fact that download speeds (the speed at which data is received) are up to approximately ten times faster than the speed at which data can be sent (upload).

Yes, with ADSL, you can surf the internet, make calls and send faxes at the same time.

Yes, you will receive a splitter with cables where you can connect your exiting handset(s) to.

No you have to have a telephone subscription to order ADSL.

Downstream means data transmission from the internet to the user.
Upstream refers to data transmission from the user to the internet.

An IP number can be compared to a telephone number. It is the number used to address a PC via the internet. The difference with a telephone number is that you do not need to have the same number every time you use the internet. When your modem/router connects to the Internet, it will get an IP number for that session.

A download is the retrieval of data or programs from the Internet or another computer network. A download therefore transmits data from an external source to your PC.

Everyone who is frequently online can benefit from the following advantages of a broadband ADSL access: 
• Flat rates (no additional surfing costs)
• Instant display of complex websites 
• Fast, extensive downloads
• Time saving
• High quality audio and video streaming
• Excellent quality when playing online games

When migrating your connection from another provider it is possible that your connection is switched to ACN before you have received your welcome letter containing your new login details. In this case, simply contact our Technical Support line on 0900 444 123 (CHF 2.13/min).

You can check the availability of ADSL for your address via our website.

Yes, but you may have to change your splitter/modem.

You can move your ADSL connection together with your phone line. Simply complete the Swisscom moving form and you will not incur additional charges for moving your ADSL connection.

No. You can only sign up for ADSL if you are already an ACN customer or if you agree to become a CPS customer with ACN at the same time.

Yes. The binding contract period is 12 months. After 12 months, the contract is automatically prolonged for 6 months.

The cancellation period is 2 months before the end of the contract period.

In general, the standard timeframe for the activation of ACN’s broadband service is between 10 and 15 working days for existing ACN customers, and between 19 and 24 working days for customers who are not yet pre-selected to ACN’s fixed telephone service.

As a Swiss Internet provider ACN has to comply with the legal basics of Switzerland. The customer and access data as well as log files of Internet activities have to be kept according to the mandatory legal period of 6 months. The provision of data to third parties, especially of log files and email data is only allowed in two cases: 
• In agreement with the customer
• As a result of a court order to the respective public authority. 
Additional information on data protection is available on the website of the confederate data protection officer www.edsb.ch.

When accessing the Internet (dial-in or permanent) details of the time you went online together with the telephone number and the allocated IP address will be recorded. When sending emails the so-called header data of the emails will be kept for 6 months. The header data contains information on the sender, sender time, type of dispatch and recipient.

On average, Internet users pay more for their current ISDN Dial-Up connection than they would pay if they were using ADSL. ADSL also has the added advantage of higher speed transmission rates.

With ACN’s ADSL service the traffic from and to your existing email account will be blocked. However, you can check with your current email provider whether they allow the sending of emails via another connection. Otherwise you should use our mail server.

Yes you can do this by means of a router. The ACN ADSL Advanced Starter Kit contains a wireless router that supports this. Alternatively, you can connect your existing router with the ACN Starter Kit Basic Plus.

Yes, but be aware that you will need to install additional drivers to support the modem.

Yes. Diallers can install themselves on a PC no matter what kind of Internet access there is (ADSL, ISDN or analogue). If you also have an analogue or ISDN modem connected to your computer in addition to an ADSL modem (e.g. internal fax modem or ISDN terminal adapter), you run the risk of connecting to the Internet using a premium rate 090x number. If your computer only connects to the Internet using ADSL, any dialler software that may have installed itself on the PC is not able to connect to premium rate 090x numbers. To be on the safe side, you should install a blocking set or remove the phone connection from the computer when not in use.

You need an ACN Starter Kit containing a splitter and router/modem that you can order via the TSA. In addition to that your PC needs an Ethernet or USB port to connect the modem/router.

Your PC needs to have a USB or Ethernet port, or a Wireless Card in order to be connected. Please refer to the Internet-ADSL product section on our website in order to select the right Starter Kit for your needs.

You get 10Mb of personal web space.

One address will be assigned by ACN when you sign-up for our service. In addition to that you can create 4 additional email accounts. For each email box a maximum of 50MB applies.

Click here for instructions.

All ACN packages have a dynamic IP address meaning that you will be assigned an IP number when you connect to the Internet.

The ADSL modem is mainly suitable for private use, as one modem can only connect via one PC to the Internet (USB or Ethernet). If using a simple ADSL modem you require software that completes the PPPoE (Point to Point Protocol over Ethernet) connection.

A splitter/filter is needed to split the telephony signal from the Internet/DSL signal. You will receive a splitter/filter in your ACN starter kit.

Data volume is all data flowing whilst on the Internet. This applies to both the direction from you to the Internet (e.g. sending of an email) and from the Internet to you (e.g. displaying Internet pages, downloading programs). There are no general limits in our ADSL solution but please refer to our acceptable usage policy for more details.

If you need software or a driver, the Windows versions are usually provided with the respective device (modem/router). If you are using the operating systems Linux, Unix or Mac, you should find out about the availability of respective drivers and software before purchasing an ADSL Modem or Router.

In order to control the modem from the computer you require control software. This software is also called a driver.

Yes, we apply a Spam and Virus filter on you email account. ACN can, however, never guarantee that Viruses and or Spam will not be delivered to your email box.

You can change them via the selfcare interface My ACN Online on the customer service section of our website. You cannot, however, change your ACN provided email account and password.

It is possible that you can get a higher ADSL speed if you have an analogue telephone connection. You can check the availability of ADSL for your address via our website.

Yes, other hardware will be supported where possible.

You can download your pages to our server with tools such as WS_FTP 32, FTP Explorer, Cute FTP, Fetch, etc.  This works in most programs with a graphical surface, where you have directories on the left or top of your PC in the majority of cases and the directory of our server on the right side or bottom. With the arrow function pointing to the other side, you can now move data from left to right (from your PC to our server) or from top to bottom.

Windows 2000 does not automatically adapt its MTU size. To solve this you should alter your computers registry as follows: Create an additional ‘DWORD’ called ‘EnablePMTUDiscovery’ with value ‘1’ Under KEY_LOCAL_MACHINE\SYSTEM\ CurrentControlSet\Services\Tcpip\Parameters. After that you should restart your computer.

You should use the following values:
Encapsulation = PPPoE resp. PPPoA
Multiplexing = LLC-based
VPI = 8
VCI = 35
Authentication = CHAP
ATM QoS Type = UBR or CBR
PCR = 0
SCR = 0
MBS = 0
IP Address Assignment = Dynamic

With analogue connections there can be interference with older type fax machines.

You can change this in your register function or by using a special tool that you can download from http://www.dslreports.com/front/drtcp.html. You should set the MTU size at 1492 and then restart your PC.

Use the following addresses for the DNS servers:
62.65.128.10
62.65.128.15

If you have received a preconfigured router the password is the same as your ADSL username. If you have obtained a Zyxel router from another source you can try the standard password: 1234.

Try changing your SMTP server setting (Outlook) to mail.ACN-DSL.ch.

You can do this by connecting to your router with Telnet: 
1. (Start -> Run -> cmd and „enter“)
2. Type (DOS venster) telnet 192.168.1.1
3. Type the  Password of your Router
4. Select Menu item 1
5. Set Menu item 'Routing IP' to 'No' and 'Bridge' to 'Yes'.
6. Select menu item 4 and set the following parameters;
Encapsulation = RFC 1483
Single User Account = No
7. Go to menu Item 11.1 and change the following parameters:
Route = None
Bridge= Yes

Connect to your router via Telnet and enter the following commands (without quotes) in menu item 24.8:
"sys edit autoexec.net"
enter "i" 
"ip if enif0 192.168.1.1 ffffff00 mtu 1452" (If Router IP is 192.168.1.1/24)
enter "x"
"sys r" 
After you have restarted your PC you can confirm by using the following command if the MTU value has been set in menu item 24.8: 
"ip if enif0"

Yes, ACN’s broadband service can be activated on ISDN (MultiLINE) lines, however, you should request activation on the main ISDN number to avoid any unnecessary delays. You should, therefore, check whether the telephone number entered on the TSA is the main ISDN number registered with Swisscom. You should contact Swisscom if there is any uncertainty. The main ISDN number must be pre-selected with ACN in order for the broadband service to be provided.

If you are continuing to use your existing modem and/or router you must update your login details within 1 week of the confirmed activation date for ACN's ADSL service, which is stated in your welcome letter. Depending on your configuration you either have to change these details in the connections settings of your modem/router or in your PC. After these details have been updated you must restart both your modem/router and PC. If you have ordered an ACN Starter Kit simply install the new equipment according to the installation guidelines to avoid any interruptions in service.

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