DSL Internet Frequently Asked
Questions
Setting Up New DSL Service
Where is ACN DSL Available?
ACN DSL is only available where ACN offers our bundled Local and Long Distance Service AND where Covad provides DSL Service. Currently, ACN DSL is available in these markets:
CA, DC, FL, GA, IL, MA, MD, ME, MI, NY, NC, NH, OH, PA, RI, TX, UT, AZ, CO, MN, NJ, WA, MO, WI, AL, KY, LA, OR, TN, VA, VT
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How do I know if service is available in my area?
The first step is to use ACN's online pre-qualification tool to check for availability. Click here to view the ACN DSL Availability Coverage Map.
• If Service Is Available, you can proceed with signing-up.
• If the Address is Invalid, re-check the information you entered. Is it exactly the same as it appears on your phone bill? Is it missing a "directional" like N, S, NW, etc.? If so, correct the error. If you believe the address is correct and still receive this response, contact Customer Service at 1-888-226-9013.
• If Service Is Not Available, then DSL service is not available in your area at this time.
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Why am I unable to get DSL service in my area?
Availability of DSL service is a complex issue with many factors. There are occasionally factors beyond our control that will prevent us from offering DSL service. Your location might be too far from the central office; the central office might not have the equipment necessary to provide Covad DSL; or the wires between the central office and your location might have equipment or line conditions that prevent DSL service.
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DSL isn't available where I live. When will I be able to get it?
ACN continues to expand the availability of the ACN Advantage product across the U.S. However, there are areas in the U.S. where the DSL network is not present, and your home’s physical proximity to the local phone company’s central office may prohibit you from getting any kind of DSL. DSL is distance sensitive and only works within a three-mile radius of the central office where Covad has DSL equipment. The three miles is measured in phone line distance, not as the crow flies.
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Do I need to use the Pre-qualification Tool before submitting a DSL order?
Yes! Although ACN has a large national DSL footprint, DSL service is subject to geographic and speed availability, as well as ACN Advantage availability. To prevent delays in processing your order, you must check ACN DSL availability before submitting an order. You will need the customer’s complete address and home telephone number to determine DSL availability.
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My neighbor has DSL, but the pre-qualification tool says I don't qualify. Why?
Most likely your neighbor has DSL from the LEC (Local Exchange Carrier). DSL requires specialized equipment to be installed at a central office. The central office that you are connected to may not have the necessary equipment for Covad’s service. However, the LEC may have that equipment installed for its own DSL product.
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How do which DSL service is right for me?
This will depend on what activities you perform on the Internet and the state in which they reside.
• If you are a basic web user that occasionally sends and receives email, our ACN DSL Internet Access plan (up to 1.5Mbps) is the perfect solution.
• Our ACN DSL Internet Access Plus plan (up to 3.0Mbps) is great for moderate users who require additional speed for gaming and audio/video streaming. Customers should choose this plan if they also regularly research information online, frequently require news updates and stock quotes, or upload or download software and graphics.
• For a few more dollars, the ACN DSL Internet Access Premium plan (up to 6.0Mbps) offers double the speed of the Plus plan. This plan handles heavy-duty Internet usage, online games, streaming applications and home-networking with ease.
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Can customers upgrade their ACN DSL service easily and inexpensively if they need more speed?
Yes, depending on their proximity to the central office location. Customers will be able to use the same DSL equipment if they upgrade to a higher speed, providing the service is available at their location. The only additional cost would be the difference between the monthly fee of the slower service and that of the faster service.
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How do I sign-up for DSL?
The order process varies depending on the type of customer:
New Customers:
Step 1 – Check DSL availability at myacn.com
Step 2 – Fill out a state-specific ACN Advantage LOA (Letter of Authorization)
LOA's are available for download from MyACN under the DSL or Advantage sections. The completed LOA can be faxed or mailed to ACN for entry.
Current Long Distance Customers:
Step 1 – Check DSL availability at myacn.com
Step 2 – Fill out a state-specific ACN Advantage LOA (Letter of Authorization).
LOA’s are available for download from MyACN under the DSL or Advantage sections. The completed LOA can be faxed or mailed to ACN for entry. Customers can also call 1-866-ACN-6404 to receive the upsell promotion (UP03) in addition to the DSL promotion.
Current ACN Advantage Customers:
Step 1 – Check DSL availability on myacn.com
Step 2 – Customers can call Order Entry at 1-888-ACN-9013 to add DSL onto an existing local account.
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If a customer has a dial-up Internet account with ACN, will it automatically be cancelled when they add DSL?
No. The customer will have to call the dial-up customer support number at
1-877-226-1010 to have their Dial-up account cancelled.
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If a new customer has DSL service with another company, do they have to disconnect their DSL before signing up with ACN?
Every ILEC has different rules on the steps to follow. There will ALWAYS be a period of time when NEITHER service is working; it’s an unavoidable part of the process.
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