Is my landline phone number lost forever if it has been disconnected?
If you wish to retain your ACN landline number, this can be done by requesting this through another provider. It can’t be guaranteed that you’ll be able to retain your number, but if you place your order within 8 weeks of your disconnection, another provider should be able to complete the transfer successfully. You’ll need to supply your ACN account number and name to your new provider to successfully complete the transfer.
My landline number has been disconnected and my new provider’s service isn’t active yet?
If your order with a new provider was lodged on or before Tuesday 15 September you should be able to retain your existing number, however there may be a period of downtime depending on how quickly your new provider can complete the transfer.
In early 2019, the difficult decision was made to stop selling ACN Broadband and Phone services as it was no longer commercially viable without significantly raising the prices of our services – something we didn’t want to do to our customers. So, while we set out to look for a new Broadband Partnership with nation-wide coverage and competitive plans, we allowed our existing customer’s services to remain active for the period of 1 year.
The good news is that ACN has now partnered with MATE, an Australian owned and operated broadband provider, to offer our customers highly competitive Broadband plans to suit all users and households of any budget.
ACN has been actively contacting ACN Broadband and Phone customers since early July to inform them of the shutdown of ACN services on 24 August 2020 and to urge customers to switch to MATE or another service provider before the shutdown date.
For customers who have not cancelled their ACN service(s) or switched to MATE or another service provider by the shutdown date of 24 August, your service(s) has now been restricted while we prepare the disconnection.
ACN urges customers who have not taken action to make arrangements to switch to MATE or another service provider now to avoid being left without a service connection.
If you have already switched to MATE or another service provider and are ready for your ACN service(s) to be switched off, click the Disconnect from ACN button.
Got questions about the shutdown? We’ve got the answers to some Frequently Asked Questions below:
Frequently Asked Questions
What will happen to my service after 24 August 2020?
All ACN Broadband and Phone services will be disconnected on 24 August 2020. You will not be able to use broadband and/or make and receive phone calls. It is important that you switch to another broadband and/or phone provider before 24 August 2020 to continue using broadband and/or keep your phone number. ACN recommends that you switch to MATE, our new Broadband and Mobile partner, for no contracts, no setup fees on you ACN-supplied modem, unlimited data, unlimited local, national and mobile calls.
How do I know if my service is impacted?
All customers with an ACN-branded service, for both Broadband (ADSL and nbn™) as well as all Fixed-line phone services (Home Phone or Business Phone, including VoIP services) will be impacted by the switch-off. Customers with ACN Companion will also be affected and will need to make alternative arrangements for this service.
All customers impacted by the switch-off will also receive communications from ACN advising of the switch-off of their ACN Service(s).
What do I need to do to switch?
To make the switch to MATE for your broadband and/or phone service, you will need to order either a MATE nbn™ plan or a MATE nbn™ and home phone bundle plan from the MATE website.
Alternatively, ACN is also partnered with Vodafone, offering Bundle & Save discounts between 5% and 20% when you bundle your mobile and broadband together - on select plans. Vodafone also have 4G Backup & Instant connect to get you set-up as soon as your modem arrives. Order here (www.acnpacific.com/nbn)
If you prefer to you can switch to another broadband and/or phone service provider, we recommend starting this process as soon as possible.
Will I lose my phone number?
You can port your existing phone number to MATE and keep a phone service with local and national calls included for an extra $9 per month in addition to broadband internet. Please note, MATE only offer phone services bundled with broadband services. All MATE phone services are VoIP services.
Please note that the porting process for an existing landline telephone number can take anywhere between 2 to 6 weeks to complete and this process only commences once your nbn™ or ADSL service has been activated with MATE. ACN recommends that you switch to MATE as soon as possible to allow enough time to complete the porting process before your ACN phone number is disconnected on 24 August 2020.
Can I use my ACN modem if I switch to MATE nbn™?
Yes, MATE has advised that your ACN-supplied modem that was used to connect to the ACN nbn™ service is compatible with their nbn™ service. If you wish to upgrade from ADSL to nbn™, you may be able to use your ACN-supplied modem that was used to connect to the ACN ADSL service, although, MATE cannot guarantee that this modem will work with their nbn™ service. If this is the case, you can either use a modem not supplied by ACN, provided it is not locked to the provider it was purchased from, or purchase a pre-configured, premium quality AC Wi-FI, nbn™-ready modem from MATE for $165 when you switch to MATE.
Will the Early Termination Fee (ETF) be waived?
We will waive the Early Termination Fees (ETF) if you switch to a MATE Broadband and/or Phone service before 24 August 2020.
What if I only wish to switch my home phone service to a new provider, rather than take up a nbn™ bundle service?
If you are only looking to switch your home phone service and you are a business customer with more than one phone line, ACN recommends that you switch to MyNetFone, our business phone partner. MyNetFone Cloud Phone is a smart, simple phone system for small businesses, saving you time and money with plans as low as $50 per month for 5 local numbers and professional features, including mobile business line, voicemail to email and time-of-day routing, so you never miss an important call.
If you would like to take this opportunity to bundle your home phone service with a nbn™ service, MATE offers great value bundle plans starting from just $68 per month which includes unlimited local, national and mobile calls.
What if I choose not to move to MATE?
We understand some customers may not wish to switch to MATE. We will be sorry to see you go and believe that MATE has great value nbn™ plans and bundle discounts that could be ideal for you.
Alternatively, ACN has also partnered with Vodafone, and if you choose to sign-up with Vodafone, the Independent Business Owner who referred you to ACN will still be rewarded for your loyalty.
No matter which provider you choose, we strongly encourage you to make the switch as soon as possible to avoid any interruptions to your broadband and/or phone service.
Do I get to keep the device(s) I purchased from ACN?
Whether you choose to switch to MATE or to another provider or cancel your ACN Broadband and/or Phone service completely, you will be able to keep any equipment you purchased from ACN.
Any applicable and valid warranties will be honoured. If you have an outstanding Equipment Payment Fees or Early Termination Fees (ETF), these will be waived.
I will be overseas while this is happening. What should I do?
You must switch to MATE or to another provider before 24 August 2020. Otherwise, your ACN Broadband and/or Phone service will be disconnected, and you will lose your existing phone number.
Will I receive a final bill from ACN?
You will receive a final bill from ACN which will include details of any pro-rata applicable charges. You will still need to pay any outstanding amount on your ACN bill.
Will I still be able to access MyAccount on the ACN website?
MyAccount will shut down on 30 October 2020, and you will no longer be able to access your details on MyAccount from this date.
Who can I contact if I have further questions or concerns about the closure of my ACN Broadband and/or Phone service?
Please reach out to your ACN Independent Business Owner. Alternatively you can contact ACN customer support on 1300 881 778, Monday to Friday, 9am - 6pm (AEST/AEDT).