Frequently Asked Questions
Customer Service
Who do I contact regarding detailed questions on the phones available through the ACN Wireless® website?
You can call ACN’s Wireless sales experts at 1-866-629-7757. Select prompt 1 for questions regarding phone features and services. Remember, this number is first and foremost a sales line – designed to assist you in the order process. However, agents are available to answer wireless related questions that can not be addressed in this FAQ document or on the ACN Wireless® portal.
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Who do I call for questions regarding my shipping invoice?
For information on shipping, call ACN Wireless® Customer Support at 1-866-629-7757, and select prompt 2 for customer care.
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Who do I call for questions regarding phone rebates?
Rebates are offered through the wireless carrier or, in some instances, the phone manufacturer. In either case, with the phone shipment, you will receive rebate forms in the shipping box if applicable. The rebate forms can also be found in the “Check Your Order Status” tab on the ACN Wireless® website. (You will need their order number to access this section of the website). The appropriate support phone numbers for the rebate center will be provided on the rebate forms.
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Who do I call for help regarding my new phone?
If upon receipt of a new phone, you suspect it is defective or has been damaged during shipment, please call 1-866-629-7757 and select prompt 2 for ACN Wireless® customer support. If you have questions regarding how to operate your phone, call the wireless service carrier (i.e. Verizon, AT&T, etc.)
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What do I do if my phone was damaged during shipment?
If your shipment was damaged in transit, contact ACN Wireless® customer Service at 1-866-629-7757, select prompt 2, and we will gladly send you a replacement. Any product(s) returned must follow our Exchange / Return policy.
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Who do I call for help regarding my wireless phone bill?
Contact your wireless carrier’s customer care line. The customer care number will be provided on your wireless phone bill.
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Is there a Spanish version of the ACN Wireless website?
No, but the 1-866-629-7757 ACN Wireless® line can support Spanish inquiries.
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Will my invoice be in Spanish?
The documentation, instructions, and shipping invoice that accompany your phone upon delivery will not be in Spanish. Whether the customer’s monthly phone bill can be provided in Spanish is dependent on the carrier offering service. Customers should contact the carrier to discuss billing language options.
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How do I return my phone and cancel service?
Customers who wish to cancel their order post-shipment can simply refuse the shipment once it arrives. The package will then be sent back to the warehouse and the order will be treated as a returned order. Customers who wish to cancel their orders after receipt of the phone must call ACN Wireless® at 1-866-629-7757 within 15 days. The handset must be returned within 30 days. In addition, customers must call the carrier to cancel their service plan. Cancellation occurring after this timeline will be subject to Early Termination Fees. Customers who purchase a pre-paid service cannot open the phone packaging, otherwise the return is not valid and no cancellation will be processed.
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How do I exchange my phone for a different phone?
Customers who wish to switch models but want to retain the carrier service can exchange the phone. New phones can be shipped to customers after charging the price difference if applicable. Customers will need to call ACN Wireless at 1-866-629-7757 and select prompt 2 for phone exchange. Customers need to ensure that the phone, packaging and all the contents are in acceptable condition for ACN to give complete credit to the customer. If they are not found acceptable, the customer will be charged a Equipment Discount Provision (EDP) which is similar to a restocking fee.
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If I have general questions about phones, Air Cards, carriers, rate plans, accessories, etc. who do I contact for answers?
Start by checking the ACN Wireless® website, as this site provides a wealth of information. If you don’t find the answers there, you can call ACN Wireless at 1-866-629-7757 and select prompt 1 to speak to a wireless expert.
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If I purchased equipment protection for my phone and it breaks or is damaged, who do I contact for service? Can I go to my local carrier’s retail location?
Device protection is provided by a third party; therefore you would need to contact them for any claims. You would not be able to take your phone into your local retail location. Call ACN Wireless® at 1-866-629-7757 for more information on device protection.
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