• Fixed Telephony
• ACN Mobile in Partnership with The Phone House

Simply complete the TSA (Telephone Service Agreement) together with an ACN Independent Representative. The representative will send the agreement to ACN.

Yes, simply contact ACN's Customer Service department.

Currently ACN does not offer a commercial product to business customers. However, many small businesses are customers of ACN. ACN can service analogue lines and ISDN-2.

Traditional marketing tools – such as advertising – involve spending a lot of money over a long period of time. We’ve developed a unique sales model which allows us to return this money to the people who use our services instead. The cost efficiency of this model also allows us to be more competitive.

With CPS, customers can take advantage of our competitive rates for ALL their calls, as they will be automatically connected to ACN's telephone service without the inconvenience of having to dial a prefix or rely on auto dialing before each call they make.

Changes concerning your address details and calling plans can be made online (go to Customer Service / Contact Customer Service / Change your ACN account details online). For changes relating to your telephone number, (family) name or the account owner, simply print the appropriate form available in that section of our website and submit it to ACN to request the change.
Alternatively, you can call ACN’s customer service department to make any changes to your account.

Yes, you will still receive an invoice of Deutsche Telekom AG. DT is still responsible for the line and the charge for line rental will appear on your BT bill, which will also include charges for calls that have not been / cannot be routed via ACN.

You will receive the first invoice approximately 3 weeks after you have been switched over. Afterwards, you will receive your invoice once per month.

Please call our customer service (0800 100 5676). In the meantime, you can make calls via DT by using prefix 01033 or other providers.

Yes. If you have more than one telephone number you want to connect to aCN, please include all of the on the Telephone Service Agreement. If you are already a customer of ACN and you want to add a number, please send your request to ACN in writing indicating a new number your want to connect and your customer account number.

Only one form per customer. Please state clearly, if you have an analogue line or ISDN. Please write down all numbers you wish to connect via ACN on the form.

You will receive a confirmation letter from ACN and a farewell letter from DT when your Carrier Pre-Selection is confirmed.

If the TSA (Telephone Service Agreement) is completed correctly and DT does not reject the application, it will take between around 14 working days for you to be CPSed with ACN.

Carrier Pre-Selection does not cost anything. With ACN you pay for the services you use. There are no connection or cancellation fees.

ACN supports ISDN 2 (ISDN 30 is not supported).  On the Telephone Service Agreement enter the main numbers and ALL the underlying numbers to ensure they will also be connected with ACN.

Yes, if the phone is registered in your name. However, ACN cannot provide the pulse for the display. Consequently, the fee display function will not work.

No, presently no PDG can be connected via ACN.

ACN does not support Alarm systems and therefore numbers that are connected to Alarms cannot be CPSed.

That depends on the type of problem. If the fault affects incoming calls DT is responsible and you should contact DT. If outgoing calls are affected you should contact ACN’s Customer Service department clearly stating when you tried to call and the number you tried to connect to. If you have a problem with the quality of service or availability of DT functions please contact ACN with the specific details.

In order for the call to qualify as an ACN-2-ACN call (free) the person called has to be an active ACN fixed-line customer. It does not matter which calling plan the person called is using. An active ACN fixed-line customer is defined as having placed at least one call using the ACN fixed-line service during the last 30 days. Calls to data lines (internet, VPN), calls to mobile phones, calls to special services and international calls do not qualify as ACN-2-ACN calls but are charged according to our standard listed rates.

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The only way to place an order is online via www.acnmobileshop.de

If you would like to take advantage of one of the special offers promoted on the landing page simply click on the offer you would like.

If you are not interested in any of the special offers, click the box at the bottom of the page on the right, then select the required mobile service.

If a SIM-only service is required click on the TARIFE tab at the top of the page or in the left hand navigation, then choose the network and a tariff that you would like and select Phone House in the drop down menu for “Bitte wählen Sie einen Hersteller aus”.

It is important that your ID is entered carefully when placing the order as upon delivery the courier will check the ID against the ID entered online. If the IDs do not match the courier will not release the goods. 

Customers must be at least 18 years old.

T-Mobile, Vodafone, E-Plus, O2 and BASE. 
For a complete list including virtual network operators, and service options, visit www.acnmobileshop.de.

No, The Phone House also offers SIM-only subscriptions.

Yes.

No, separate orders need to be placed for each subscription and handset you would like.

For postpaid subscriptions with handsets costing less than €100, you can either choose to pay for the handset via their first invoice, or upon delivery with cash or their bank card (EC card with PIN). Payment upon delivery applies to postpaid subscriptions with handsets costing more than €100, and to prepaid orders.

You will receive email confirmation of the order. The order will be delivered by Deutsche Post (DHL) with the contract for you to sign. DHL will return the signed contract to The Phone House.  

You must personally receive the order and upon delivery the courier will check your ID against the ID entered online when the order was placed. If this does not match then the courier will not release the goods. It is therefore important that the ID is entered carefully when placing the order.

In the case of postpaid, if you are not available to receive the order, a second delivery can be arranged by calling DHL.  

Prepaid and handset only orders will be kept at the Post Office for 1 week and you will be notified. If the order has not been collected after 1 week it will be sent back to The Phone House and be treated as a revocation.

Deutsche Post (DHL) will levy a fee of €2 against all orders that are cash on delivery.

An additional fee of €4,99 will be charged by The Phone House for prepaid and handset only deliveries.

Subject to a successful credit check and availability of items, orders will be delivered within 24 hours.

Simply click on the required phone and stock availability will be confirmed above the in den Warenkorb button. A green tick denotes that the phone is in stock and a red dash denotes that the phone is currently out of stock.

Yes, numbers can be ported to any provider apart from to 02. Numbers can, however, be ported from O2 to any other provider. Orders requiring number portability must be placed via the phone on 01802-050138 (6 cents per call from fixed lines). The website cannot be used to place orders but can be used to determine the handset and subscription required.

Please note you must have cancelled the current contract and have written confirmation of that cancellation before placing the order. 

In addition the porting provider will charge you a fee to keep the number for porting. Depending on the provider, this is usually about €25. As each provider handles porting out in a different way it is important that you request porting out and check what the procedure is when canceling the current contract. 

When calling to place the order it is important that you know the provider who you are porting from. 

Please also note that porting can only be arranged up to 1 month following cancellation of the current contract and no more than 3 months prior to the contract end date.

No, numbers can only be ported between different providers.

As long as the current contract has been cancelled, porting will be effected immediately and customers will receive their order within 24 hours.

Yes.

No, The Phone House does not offer the current ACN SIM-only mobile service. ACN will, however, continue to support existing customers. A link to DeinACN Mobile, the self-care portal for existing customers, is available via the Customer Services section of www.acneuro.com.

Yes, as long as they have an address and bank account in Germany.

24 months.

No. You should switch to another provider or order a new subscription with the same provider.

Yes, subscriptions with ‘Friends’ or ‘Student’ in the name are for students under the age of 29 only. A copy of the customer's Student ID may be requested by The Phone House.

You will be invoiced monthly by the selected provider.

Mein Phone House is a customer portal for Vodafone, EPlus and BASE customers where they can conveniently manage their subscriptions and view their monthly invoice online. Following activation of their mobile service, these customers receive an SMS with login details.

It depends on the question. As a general reference, the following guidelines should  help to direct you to the correct source based on the type of question you have: 

The Phone House (online support via www.acnmobileshop.de) 
- Questions regarding handsets 
- Questions regarding subscriptions and rates
- Questions regarding Terms & Conditions 
- Questions regarding handsets that require repair 
- Questions regarding delays in order processing 

The Selected Mobile Provider 
- All questions after your customer has been connected, i.e. regarding the monthly customer invoice, calling credit, top-up, roaming, etc.

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