DSL Internet Frequently Asked Questions

Verizon Market Specific Questions

• How does ACN’s Verizon High Speed Internet work?
• How does ACN’s Verizon High Speed Internet compare to cable?
• Question 1
• Will my phone work if my modem loses power?
• What affects my connection speed?
• What speeds does ACN/Verizon offer for DSL?
• Are ACN/Verizon’s upload speeds robust enough to handle ACN’s Video Phone technologies?
• Is ACN Verizon High Speed Internet available on my phone line?
• Why can my neighbor get ACN Verizon High Speed Internet, but I can't?
• Can I change my phone number to get a phone number that qualifies for ACN Verizon High Speed Internet?
• If one number doesn't qualify, will another number at the same location qualify?
• Do I have to have ACN local phone service to get ACN’s Verizon High Speed Internet?
• How do I "self install"?
• How long will it take to install my new service?
• How can I check the status of my order online?
• Can I host a Web page?
• System Requirements

How does ACN’s Verizon High Speed Internet work?

ACN Verizon High Speed Internet is powered by broadband technology that carries high bandwidth information to your home over ordinary copper telephone lines. What it means to you is a much faster and smoother connection than dial-up service, so you can surf the Internet and use your phone at the same time. No more busy signals or waiting to get connected to the Internet.

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How does ACN’s Verizon High Speed Internet compare to cable?

Cable offers service over a shared cable line where multiple users may be connected to the same local cable line. ACN Verizon High Speed Internet provides a dedicated connection to the Verizon Central office so you don't have to share your local access connection with other users and you will always have an open connection available to you.

If you are having trouble with your Actiontec modem the below link should assist in support.

http://www.actiontec.com/support/modems/support_prod_modems.html

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Will I need an additional phone line for ACN Verizon High Speed Internet?

No. Your ACN Verizon High Speed Internet service will be installed on your existing phone line. This means you can talk on your phone or fax simultaneously and access the Internet at the same time.

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Will my phone work if my modem loses power?

Yes. The modem is designed so that your normal telephone service will operate even if the modem is unplugged or otherwise disabled.

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What affects my connection speed?

When you connect to the Internet using ACN Verizon High Speed Internet, the speeds that you will experience will vary based on a variety of factors, including the following:

1. Distance of your telephone line from a Verizon Central Office
2. Condition of telephone wiring inside and outside your location
3. Computer configuration
4. Network or Internet congestion
5. Server and router speeds of the Web sites you access
6. Other factors

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What speeds does ACN/Verizon offer for DSL?

Speeds vary by your distance from a Central Office; however Verizon offers two speed tiers 768Kbps and 3.0Mbps.

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Are ACN/Verizon’s upload speeds robust enough to handle ACN’s Video Phone technologies?

Yes, with ACN’s Videophone service we recommend your upload speed to be a minimum of 128Kbps, and both tiers of Verizon service offer at least these speed requirements.

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Is ACN Verizon High Speed Internet available on my phone line?

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 can my neighbor get ACN Verizon High Speed Internet, but I can't?

ACN Verizon High Speed Internet is a distance-sensitive technology that works solely over copper phone lines. Currently, ACN Verizon High Speed Internet is only available to customers residing within approximately 3 miles (up to 18,000 feet) from their Verizon Central Office. In addition, customers must be served over copper wires. Some wires may be capable of handling ACN Verizon High Speed Internet and others may not, even in the same area. We're currently working to overcome the distance limitation so our service is more widely available. So, while you may not qualify today, it is possible that you could be able to receive it in the near future as the technology improves.

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Can I change my phone number to get a phone number that qualifies for ACN Verizon High Speed Internet?

Unfortunately, a telephone number change does not change your physical telephone line.

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If one number doesn't qualify, will another number at the same location qualify?

Please check the availability for any of your telephone numbers. It is sometimes possible that a customer location could have more than one telephone line, so one telephone line might qualify while another telephone line does not.

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Do I have to have ACN local phone service to get ACN’s Verizon High Speed Internet?

At the present time yes, however check back from time-to-time as often agreements between the two carriers are adapted.

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How do I "self install"?

First, use our Check My PC tool to automatically check to make sure that your computer meets the Verizon High Speed Internet minimum system requirements. After you place your order, we will send you a three-step self-install kit. The kit will walk you through the installation process, including installing your modem, using filters, and installing your Verizon High Speed Internet software. Instructions are included in the kit.

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How long will it take to install my new service?

Installation time can vary, however, we recommend that you reserve about one hour. Your self-installation kit includes an easy-to-follow audio-visual, 3-step installation CD.

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How can I check the status of my order online?

It's simple. All you have to do is use our Order Status Tool at www.verizon.com/dslorderstatus.

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Can I host a Web page?

Yes. Verizon High Speed Internet packages include 10 MB of Web space and you can also use our Web Builder Tool.

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System Requirements

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