Digital Phone Service Trouble Shooting
- I am a digital phone customer with my cable company and I cannot get my service to work?
- I can hear a caller when I answer my phone, but they cannot hear me?
- I have followed the installation instructions and still cannot get my service to work?
- My phone rings quickly but then the caller goes right to voice mail before I have a chance to pick it up?
- Can I use a wireless connection (through a wireless provider using an air card or WiFi) on my laptop to connect the phone adapter or videophone?
- What if I have additional issues not addressed here?
I am a digital phone customer with my cable company and I cannot get my service to work?
The installation instructions for basic installation or alternate installation with a router should still work as outlined, however, in many cases, a cable customer who also has digital phone may have a modem that has a built in battery back up inside the modem. The installation process requires you to completely turn the power off on all devices including your modem and turning power on in the order outlined in the instructions. If your modem has a battery back-up built in, you must pull the battery in addition to unplugging the unit in order to completely turn the power off on the unit. You can then complete installation as outlined.
I can hear a caller when I answer my phone, but they cannot hear me?
In certain router models there may be an issue of compatibility. When an ACN Digital Phone Adapter or Videophone is behind either a Belkin model F5D5231-4 or Linksys WRT55AG, the situation may occur where you can hear the caller but they cannot hear you (one-way audio). If you have either of these models, please contact ACN Customer Care at 1-888-414-1958 to trouble shoot the issue. You may need to ultimately replace your router in order for your ACN Digital Phone Service to work properly, however there are two different versions of the Belkin model F5D5231-4, one is a slim version and the other is a wide version. The wide version running the same software DOES NOT exhibit this problem.
I have followed the installation instructions and still cannot get my service to work?
In certain cases, your Internet Service Provider may have specified your IP settings which may be affecting your installation process. You can still install ACN Digital Phone service, but you may need to configure your ACN Digital Phone Adapter to a different setting BEFORE you follow the installation instructions. Please contact your Internet Service Provider to determine if you have specific PPPoE settings. Download alternate installation instructions for your service. If you continue to have problems and/or you have additional questions, please contact ACN Customer Care at 1-888-414-1958.
My phone rings quickly but then the caller goes right to voice mail before I have a chance to pick it up?
There could be a variety of reasons for this to occur, but the most common one is that the device is not registering on the ACN network correctly. Please insure that your device has been installed correctly and that your account has been established. If it has, and the problem continues, contact Customer Care at 1-888-414-1958 to check the status of your device and account or troubleshoot further.
Can I use a wireless connection (through a wireless provider using an air card or WiFi) on my laptop to connect the phone adapter or videophone?
It is entirely possible to use either an air card or a WiFi connection to establish connectivity between an phone adapter and Videophone to ACN’s Digital Phone Network. In the U.S., Wireless (cellular) air card services are available through ACN Wireless® Program at www.myacn.com. WiFi is typically used by laptops to connect to a router using one of the wireless networking standards (802.11a,b,g).
In order to connect your phone adapter or video phone, a LAN port with a RJ45 connector is required on your laptop. You will need to use a crossover cable in order to connect the phone adapter or videophone to your laptop. This is not provided with the phone adapter or videophone but can be purchased in your local computer store. When using a Windows-based laptop as an example, you will be able to share the wireless connection of your PC with your RJ45 LAN connection. Using a Windows based laptop this can be accomplished by configuring the “Internet Connection Sharing Service” (ICS). For assistance in setting up ICS please refer to your Windows Help Guide. Windows XP has a “Network Setup Wizard” to guide you through the exercise. (ACN does not provide technical support to assist with this type of setup). After configuring ICS, your PC will now function as a router.
What if I have additional issues not addressed above?
For questions that our FAQ section does not address, please click here to find a number to call for Customer Care.