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ACN StandaloneHigh SpeedBusiness InternetAvailable in Ontarioand Quebec Markets
Table of Contents2 Overview P 3 Service Offering P 4 Pricing .P 5 Service Delivery Process .P 6 Order Process P 10 Installation & Support P 14 Rewards Card P 19
OverviewACN Standalone High Speed Internet:For small business customers Now available in Quebec and Ontario Internet speeds of up to 16 Mbps3
ACN BundledHigh SpeedBusiness InternetSERVICEOFFERING4
PricingACN DigitalTalk Express Bundled with High SpeedInternet Competitively pricedplans (includes modemrental) 3 year termDownload Speed*Upload Speed*Bundled Internet Voice6 Mbps800 Kbps 53.0010 Mbps1 Mbps 59.9916 Mbps1 Mbps 64.99Activation FeeWaivedProfessional Installation (internet)WaivedEquipment & Shipping / Handling FeeWaived* Up to speeds based on optimal conditions.5
ACN StandaloneHigh SpeedBusiness Internet6SERVICE DELIVERYPROCESS
Service Delivery Process Setting Customer Expectations Preliminary Serviceability Order Process Installation Support7
Setting Customer Expectations Service and speed availability will be determined after the order issubmitted – this can take up to 7 business days.– The customer may decide to cancel the High Speed Internet portion of the orderin the event the speed desired is not available. The Install Team will processsuch requests prior to the service being installed. If the customer has existing Internet service, please ensure thathe/she does not disconnect the service prior to the installation ofACN High Speed Internet service to avoid service interruption.8
Setting Customer ExpectationsImportant! High Speed Internet speeds are subject to availability by location andare “up to” the speed selected. In some areas, ACN High Speed Internet may not be available even ifBell Internet service is currently available in that area. If ACN is unable to provision the customer’s desired speed, the nexthighest speed will be ordered. Please remember, the option for a preliminary serviceability check forboth Bell is not 100% confirmed. Once ACN submits the order for HighSpeed Internet, the provider will confirm if available (or not) andcorresponding speeds.9
Order ProcessDirect customers to youronline store to sign upProduct will be availableunder “Business Services” byfirst clicking the “ACN PhoneServices and High SpeedInternet” icon followed by“Shop Now”10
Preliminary ServiceabilityPlease remember, the preliminaryserviceability check for Bell is not100% confirmed. Once ACNsubmits the order for High SpeedInternet, the provider will confirmif available (or not) andcorresponding speeds.11
Order ProcessThe example shown is that ofthe High Speed Internetoptions within the Bellterritories.The list of available dates willbe shown within the installcalendar.We ask customers to providetwo dates for convenience.12
New Customer OrdersOnce the customer hascompleted his/her Internetpreferences, it is important to notethat the Terms and Conditions ofHigh Speed Internet will be listed.The customer will be required toacknowledge he/she has read andunderstands the terms for bothservices.13
ACN StandaloneHigh SpeedBusiness InternetINSTALLATION14
Installation of High Speed Internet Once a confirmation of the installation date for the High Speed Internet hasbeen received, your customer will be notified via phone and email. Your business customers will have access to both Installation andTechnical support team members.Installation Support 15This team is designed to provide your business customer with assistance toensure the service has been installed correctly and is working to thecustomer’s satisfaction. This team can be reached from 8 a.m. to 8 p.m.ET, Monday through Friday; and Saturdays from 8 a.m. to 5 p.m.ET at(800) 219-0143.
ACN High Speed Internet CustomersScenario 1: Customer has Internet service with Bell1.Customer selects installation date during ordering process.2.ACN will dispatch a Bell technician to install the new service and thetechnician will: Install a phone jack (if required) Ensure that the ACN internet service is working The technician will connect the customer’s modem3.ACN will arrange to have the customer’s existing service cancelled.Once ACN High Speed Internet is active, the customer should returntheir existing equipment to their provider. If equipment is not returned,the customer may incur fees from their existing provider.16
ACN High Speed Internet CustomersScenario 2: Customer has no Internet service or hasservice with a Cable provider1.Customer selects installation date during ordering process.2.ACN will dispatch a Bell technician to install the new service and thetechnician will: Install a phone jack Ensure that the ACN internet service is working Note: the technician will connect the customer’s modem3. [If applicable] Customer will need to contact their initial provider tocancel their internet service.17
Technical SupportOnce the customer’s service has been installed and is working asexpected, support-related calls are directed to our technical supportagents. These agents are available by phone at (800) 219-0143:By phone: 8 a.m. – 8 p.m. Monday – Friday; Saturdays 8 a.m. to 5 p.m.By chat/text: 8 a.m. – 8 p.m. Monday – Friday18
ACN StandaloneHigh SpeedBusiness InternetCustomer Rewards19
Customer Rewards Redemption Process Get a 100 Reward Cardwhen you sign up for 2Separate Business Services Locate the details within theCustomer Rewards sectionof myacncanada.ca20
Customer Rewards Redemption Process Customer must complete an onlineredemption form within 30 days ofplacing the order. Redemption form is available atmyacncanada.ca and through IBO’sstorefronts. The customer’s service must be activeand in good standing for 120 days. It may take up to 6 weeks to receive theReward Card after the 120-day timeperiod has passed.21
2.ACN will dispatch a Bell technician to install the new service and the technician will: Install a phone jack (if required) Ensure that the ACN internet service is working The technician will connect the customer’s modem 3.ACN will arrange to have the customer’s existing service cancelled.
