• Fixed Telephony
• Mobile Service

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.

No, ACN’s Carrier Pre-Selection and Line Rental services are only available in metropolitan France.

Customers can choose an alternative service provider to France Telecom 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 favourable rates. (Certain service numbers will still be routed via France Telecom).

No, there is no inconvenience involved with ACN’s CPS service. You can use your existing telephone, although in most cases tone dialing is required to enable the call to be routed via ACN; calls are sent via a switchboard to the chosen service provider and in general switchboards rely on tone dialing to correctly forward traffic. It may be that tone dialing is not required to use ACN’s CPS service, however ACN cannot guarantee this. Should you not have tone dialing please contact France Telecom for further information.

Simply dial the telephone number you would like to call. Your telephone line will be switched to ACN’s service for all calls to fixed lines in France, calls to mobile phones and calls to international destinations.

If you sign-up for Line Rental with our Carrier Pre-Selection (CPS) service, all calls will be routed via ACN.
If you sign-up for CPS only all calls will be routed via ACN with the exception of the following: national free phone numbers, i.e. non-geographical 08xxx numbers; dial up Internet access; Minitel (34xx, 35xx, 36xx, 37xx); emergency calls (starting with 15xx, 17xx or 18xx) and France Telecom specific services (voicemail). Calls to these numbers will not be connected or charged by ACN and will not appear on your ACN invoice.

Simply complete the Telephone Service Agreement together with an ACN Independent Representative. The representative will send the agreement to ACN.

Yes, simply contact ACN's Customer Services department.

You should not cancel the line rental service with your current provider, regardless of whether you are applying for CPS only or for both CPS and Line Rental with ACN. You should, however, check the terms and conditions of your current line rental
service, especially in the case of any binding periods you have paid for in advance, before applying for ACN Line Rental.
You must first cancel the following France Telecom services to avoid your application for service with ACN being rejected:
- Restricted Line (restricted to calls in the same ‘départment’)
- Temporary Line (a line set-up for use at an exhibition)
And if you use a special Forfait packages with France Telecom, or another provider, you should check whether the package needs to be cancelled.
Please also ensure that you cancel any discount packages you have with your current provider.
Please note that ACN Line Rental is currently only available for analogue lines or partially unbundled lines. ISDN lines or fully unbundled access lines cannot be transferred at this time.

Yes. If you would only like CPS with ACN please indicate this by ticking the appropriate box in Section 5 on the Telephone Service Agreement. You will benefit from the convenience of one monthly invoice for both line rental and calling costs from ACN and one point of contact for Customer Services if both ACN Line Rental and CPS are ordered.

Yes, existing customers who would like to sign-up for ACN Line Rental in addition to their CPS service must use the TSA.

Yes, ACN’s Line Rental service is available with all calling plans.

ACN Line Rental is currently only available for analogue lines or partially unbundled lines. ISDN lines or fully unbundled access lines cannot be transferred at this time.

Most France Telecom standard telephony services for analogue and ISDN lines can be transferred to ACN, however, ACN Line Rental is currently only available for analogue lines. ISDN lines cannot be transferred at this time.
Customers whose France Telecom invoice includes any of the following services can transfer their line rental to ACN:
- Abonnement Principal
- Abonnement Ligne Secondaire
Please note that customers using the France Telecom “livebox” or any of the offers combining Internet and Telephony or Internet, Telephony and Television (Megamax 1, 8 or 18) can only transfer the main number (beginning with any standard French area code) to ACN. The 2nd line that is installed with these services (numbers beginning with 087 or 096) cannot be transferred to ACN and will remain with France Telecom.
Please also note that ACN does not offer an alternative for the Abonnement Edudiant service. Customers using this service can transfer their service to ACN, but their line cannot be temporarily suspended during the summer months.

Yes. Please note, however, that France Telecom will charge you for any remaining line rental periods that are part of your binding contract.

Tele2’s standard telephony services for analogue and ISDN lines can be transferred to ACN if the following appears on your Tele2 invoice:
- Ligne Tele2 (Abonnement téléphonique)
- Ligne Tele2 Illimitée
However, ACN Line Rental is currently only available for analogue lines. ISDN lines cannot be transferred at this time.
Customers who have line rental with “Le Tele2 Box” cannot transfer their service to ACN. This product delivers voice, data and television over a digital line.
Some customers of older Tele2 products using “Le Tele2 Box” who have fixed line service combined with DSL can transfer their service to ACN as long as the DSL connection is using a standard telephone line. If television or VoIP is provided as part of your service then the related line rental cannot be transferred to ACN.
If you are using fixed line service combined with DSL you should check the terms and conditions of your contract, especially in the case of any additional payments regarding your DSL service that you may incur when transferring service to ACN.

Neufs standard telephony services for analogue and ISDN lines can be transferred to ACN if the following appears on your Neuf invoice:
- Abonnement téléphonique + Appels illimites 24hr/24
- Abonnement téléphonique + Appels illimites soirs et weekend
However, ACN Line Rental is currently only available for analogue lines. ISDN lines cannot be transferred at this time.
Customers who have line rental with “Neuf Box” cannot transfer their service to ACN. This product delivers voice, data and television over a digital line.
Some customers of older Neuf products using “Neuf Box” who have fixed line service combined with DSL can transfer their service to ACN as long as the DSL connection is using a standard telephone line. If television or VoIP is provided as part of your service then the related line rental cannot be transferred to ACN.
If you are using fixed line service combined with DSL you should check the terms and conditions of your contract, especially in the case of any additional payments regarding your DSL service that you may incur when transferring service to ACN.

Yes. Please ensure that all telephone numbers you would like to be pre-selected to ACN’s service are provided on the Telephone Service Agreement (TSA).
If you have more than one account with your current provider you will need to complete and sign separate TSAs per account number.
IMPORTANT: For ISDN lines that have several underlying telephone numbers you must identify the main number on the TSA.

Yes. The lines that you should request Carrier Pre-Selection (CPS) on are the external lines (i.e. the number of lines connected to France Telecom). For example,
if you have 1 line that is a Switchboard with 8 extensions, you should request CPS on the switchboard line.
On the Telephone Service Agreement enter the external line as the main number and enter ALL the underlying numbers to ensure they will also be connected with ACN.

Yes. If it is a France Telecom line and the payphone is for private use then it can be connected to ACN. Public payphone numbers can not be pre-selected with ACN. Please be aware that charging pulses will not always be provided.

We recommend that line rental associated with these services not be transferred to ACN, as we are unable to provide the specialist support required and out of hours service.

Yes, our Carrier Pre-Selection and Line Rental services will not affect your Internet service. If you are using standard telephone numbers rather than internet dial up numbers (086 range) the calls will be charged by ACN independent from the tariff you have with your internet provider.

You will receive a welcome letter from ACN and confirmation from your former provider that your telephone calls and line rental, if applicable, will be transferred to ACN.

You will be connected within approximately 13 working days after we have received your completed Telephone Service Agreement.

No, your customer will not be bound to a contractual period.

If you are moving within the same area, ACN will endeavor to ensure that your  telephone number remains unchanged. However ACN cannot guarantee that this is  always technically possible. If you are moving to another area or do not want to  keep your existing number, ACN will inform you of your new number in writing as  soon as the new number is available.
 Please note that if there is not an existing connection to the France Telecom  network at this address (in case for instance of building a new house, renovating a  house, or defect network) a France Telecom engineer will have to come to the  address to install/reactivate the line. There may be extra costs involved in these  types of connections and for customers living in areas that are difficult to access  there may be additional costs involved. ACN recommends that in these cases you  first discuss your specific requirements with France Telecom.

The installation of a new telephone line may require a visit from an engineer. In  this case, please refer to the Moving House Form located at www.acneuro.com, to  indicate a suitable date and time for such appointment. Please note that this  request must be made at least one month in advance to ensure such visit would be  possible.

Any additional services you have with your current provider, such as Number Presentation, Call Waiting or Call Blocking, will not be transferred to ACN. These services can either be requested on the Telephone Service Agreement or by contacting ACN’s Customer Services department. More information about the available services can be found in the Additional Services Guide on our website. Please refer to our Line Rental Price List for any associated costs.
Please note that any additional services ordered may take up to 10 days to activate following activation of the Line Rental service.

Yes, with ACN Line Rental blocking services can be activated on your line upon request (on the Telephone Service Agreement or by contacting ACNs Customer Services department). If you have Call Blocking with your current line rental provider it will not be transferred to ACN. More information about the additional service available with ACN Line Rental can be found in the Additional Services Guide on our website. Please refer to our Line Rental Price List for any associated costs.

Yes, if you are an ACN Line Rental customer you can order the Number Presentation service (on the Telephone Service Agreement or by contacting ACNs Customer Services department). More information about the additional service available with ACN Line Rental can be found in the Additional Services Guide on our website. Please refer to our Line Rental Price List for any associated costs.

Yes, ACN offers a value-added voicemail service with Line Rental at no additional charge. Refer to the Additional Services Guide on our website for more information.

When transferring Line Rental to ACN, your current provider will automatically delete your entry for the universal phone book and enquiry services. Unless the “Liste Rouge” option is selected on the Telephone Service Agreement (TSA), ACN will update the directory enquiries database using the information provided on the TSA (full name and address). ACN will not, however, provide this information to marketing organisations, or enable this information to be used for reverse searching purposes. For all customers we will provide basic contact details to the Emergency Services. A form will be included in the ACN Welcome Package that you can complete to have your details re-entered, and also select how your personal information is displayed.

The transfer of Line Rental to ACN does not affect the Yellow Pages. Business and professional customers who would like to change or update their entry in the Yellow Pages should continue to use the same process as before.

To have your number published in the directory listing, please contact our customer services department or visit www.acneuro.com to complete the corresponding form.

If you choose to have the new number announcement service on your old number, this will ensure that anyone who calls your old phone number will hear a message for the stated period of time (either 2, 6 or 12 months), informing callers of your new telephone number. Please refer to the ACN price list available at www.acneuro.com for details.

No, with our bundled ACN Line Rental and Carrier Pre-Selection (CPS) service you will enjoy the convenience of one monthly invoice for both your calling costs and line rental. If you apply for our CPS service only, you will continue to receive an invoice from your current provider for your line rental and for calls not made via ACN.

You can expect to receive an invoice every month unless the invoice total is less than €3,00 (incl. VAT). In this case the amount will be transferred to the following month's invoice. We will, however, send an invoice at least once per quarter. You will be billed in arrears for your telephone usage and in advance for any monthly recurring fees. Your first invoice will include any monthly fees for both the current and following month.

Yes, you can request itemized invoices for no additional charge on the Telephone Service Agreement, or by simply contacting ACN’s Customer Services department.

ACN has partnered with Verizon in order to provide the line rental service to customers in France, so confirming that the service is being transferred to Verizon is the same as confirming that ACN is taking over the line. Following receipt of this confirmation letter, you will receive a Welcome Letter from ACN confirming that your line rental service has been transferred to ACN.

If you were an existing ACN CPS customer before applying for Line Rental, you will be treated as a new customer of both services for internal systems purposes. As soon as the Line Rental service is activated, you will be ‘cancelled’ in our system for CPS only and re-entered as a new customer of both services. Please be assured that this will not affect your ability to make or receive phone calls or benefit from ACN’s favourable rates. A charge will appear on the invoice for the monthly fee related to the part of the month remaining following ‘cancellation’. At the same time this amount will appear as a credit on the same invoice, so effectively you are not being charged for this.

Calls are charged per second from the first second. A call set-up fee applies for all calls, where indicated. Please refer to ACN’s rate sheets for details.

In order for the call to qualify as an ACN-2-ACN 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 ACN-2-ACN calls but are charged according to our standard listed rates.

Direct Debit is the most convenient way of paying all bills. This payment method also guarantees your bills are paid on time so that you will never be charged late payments fees. Your monthly amount due will be taken directly from your account approximately 15 days after you receive your invoice. To pay by Direct Debit simply complete the Direct Debit form and return it to ACN. The form is enclosed with your welcome letter or can be downloaded from our website. Alternatively, a Giro slip is attached to your invoice to enable you to make your payment. You can also choose to pay by credit card or by cheque. If your preferred method of payment is by cheque, please reference your ACN account number to avoid any unnecessary delays in allocating your payment.

If the fault affects incoming calls there may be a fault on the phone line, in which case you should contact your current line rental provider, which is ACN if you are using ACN Line Rental. If outgoing calls are affected you should contact ACN and clearly state when you tried to call and the number you tried to connect to.

Changes concerning your personal details (such as address for CPS only customers) and calling plans can be made online via www.acneuro.com. For changes relating to your telephone number, (family) name, or if you are a line rental customer and moving house, simply print the appropriate form available on our website and submit it to ACN to request the change. Alternatively, you can call ACN’s Customer Services department.

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The only way to sign up for The Phone House service with ACN is via the website www.acnmobile.fr.

The Phone House is available everywhere in the French metropolitan territory with the exception of Corsica. The only way to sign up for The Phone House service with ACN is via the website www.acnmobile.fr.

You must be at least 18 years old.

Together with your ACN Independent Representative, simply log in to the www.acnmobile.fr website, select a handset and then select a service and a provider. While completing your order, you will be requested to set up an Online Account: this account will allow you to track the status of your order, as well as enable you to conveniently manage some of your account details online.  

If you wish to place an additional order at any point, just log in to the www.acnmobile.fr  website with your dedicated Online Account details, and complete the corresponding order form.

You can sign up for mobile service through Orange, SFR, Bouygues Telecom and Virgin Mobile. These are just a few of the providers offered to you by The Phone House. For a complete list of providers and options, simply visit the website www.acnmobile.fr.

Yes, you are required to purchase a handset with your mobile subscription.

You can pay by credit card or debit card.

The Phone House will mail you a paper contract for you to fill in and return to the Phone House. If you purchased a prepaid phone, you will not receive a paper contract; however, to complete the order please send a copy of your valid ID (identification) to the The Phone House.  Forms of acceptable ID include a valid Passport, Driver’s License or National Identity Card. 

This process usually takes approximately 3 – 5 days. For optimal processing time, please return your signed paperwork to The Phone House as quickly as possible.

You will receive two separate packages: one containing your headset and one containing your SIM card.

Yes, you will need a RIO number to facilitate this. Please visit the www.acnmobile.fr website for more information.

It will take 30 days from the date that The Phone House sends the contract.

Log in to www.acnmobile.fr and click on changer de mobile, you will need the log-in details for your Online Account that was set-up when you first ordered the service.

For any subscription or product-related questions, please refer to the www.acnmobile.fr website.  You can also contact your ACN Independent Representative.

It depends on the question. As a general reference, the following guidelines should help to direct you to the correct source based on the type of question you have: 

ACN / The Phone House Website (www.acnmobile.fr)

• Questions regarding handsets
• Questions regarding subscription offerings and tariffs
• Questions regarding the required documents for your contract with The Phone House
• Questions regarding terms and conditions
• Questions regarding renewals and loyalty points
  

 The Phone House Call Centre (0825122540 Mon-Fri 9h00-20h00)

• Questions regarding handsets that require repair
• Questions regarding delays in order processing i.e. your signed contract and paperwork has been sent to The Phone House but you are still waiting for your handset and SIM card  

Your Selected Mobile Provider

• Questions regarding your monthly invoice   

The provider you selected when you signed up on the www.acnmobile.fr website.

You should contact the provider you selected when you signed up on the website.

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