• Fixed Telephony
• Call Poland Option

The network marketing approach ACN uses does not require the huge costs associated with traditional customer acquisition methods (telemarketing, media advertising, corporate sales force), so ACN is able to pass these cost savings to the end users.

Customers can choose an alternative service provider to BT without having to change their telephone number, dial an access code (prefix number) or plug in a box. This is called ‘Carrier Pre-Selection’ (CPS). It means that all calls will be routed via ACN and will be charged at ACN's favourable rates. (Certain service numbers will still be routed via BT).

No, there is no inconvenience involved with ACN’s CPS service. You can use your existing telephone, although in most cases tone dialling is required to enable the call to be routed via ACN; calls are sent via a switchboard to the chosen service provider and in general switchboards rely on tone dialling to correctly forward traffic. It may be that tone dialling is not required to use ACN’s CPS service, however ACN cannot guarantee this. Should you not have tone dialling please contact BT for further information.

Simply dial the telephone number you would like to call. Your telephone line will be switched to ACN’s service for all calls to fixed lines in the UK, calls to mobile phones and calls to international destinations.

If you sign-up for Line Rental with our Carrier Pre-Selection (CPS) service, all calls will be routed via ACN. 

If you sign-up for CPS only all calls will be routed via ACN with the exception of the following: calls to emergency services, operator assistance, directory enquiries and number ranges used for flat rate Internet access (starting with 0844 04 or 0808 99). Calls to these numbers will not be connected or charged by ACN and will not appear on your ACN invoice.

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

Yes, simply contact ACN's Customer Services department.

You should not cancel the line rental service with your current provider, regardless of whether you are applying for CPS only or for both CPS and Line Rental with ACN. You should, however, check the terms and conditions of your current line rental service, especially in the case of any binding periods you have paid for in advance, before applying for ACN Line Rental.

If you have any services with BT which prevent pre-selection with ACN, you should cancel them to avoid your application for service with ACN being rejected. Your ACN Independent Representative will be able to advise you which BT services prevent pre-selection with ACN, alternatively you can contact ACN Customer Services.

Yes. If you would only like CPS with ACN please indicate this by ticking the appropriate box on the Telephone Service Agreement. You will benefit from the convenience of one monthly invoice for both line rental and calling costs from ACN and one point of contact for Customer Services if both ACN Line Rental and CPS are ordered. 

Yes, existing customers who would like to sign-up for ACN Line Rental in addition to their CPS service must use the TSA.

Yes, ACN’s Line Rental service is available with all calling plans.

Yes, ACN Line Rental is available for both analogue and ISDN2 lines. The monthly recurring charge for this service is £35.25 including VAT.

Yes. Please ensure that all telephone numbers you would like to be pre-selected to ACN’s service are provided on the Telephone Service Agreement (TSA). 

IMPORTANT: For ISDN lines that have several underlying telephone numbers you must identify the main number on the TSA. Please note that ACN supports ISDN-2 lines. (ISDN-30 lines cannot be pre-selected with ACN).

Yes. The lines that you should request Carrier Pre-Selection (CPS) on are the external lines (i.e. the number of lines connected to BT). For example, if you have 1 line that is a Switchboard with 8 extensions, you should request CPS on the switchboard line.

On the Telephone Service Agreement enter the external line as the main number and enter ALL the underlying numbers to ensure they will also be connected with ACN.

No.

No, ACN does not support alarm systems and therefore numbers connected to alarms cannot be pre-selected.

Yes, our Carrier Pre-Selection and Line Rental services will not affect your Internet service. You will continue to be billed separately for this service by your Internet provider.

You will receive a welcome letter from ACN and confirmation from your former provider that your telephone calls and line rental, if applicable, will be transferred to ACN.

If applying for both Carrier Pre-Selection (CPS) and Line Rental you will be connected within approximately 4-5 weeks after we have received your completed Telephone Service Agreement. If you are already pre-selected with ACN it will take approximately 2 weeks to activate the Line Rental service.

If applying for CPS only, you will be connected within approximately 3 weeks.

Yes, a 12 month binding period applies for ACN’s Line Rental service.

Any additional services you have with BT, such as Caller Display, Call Waiting or 1471, will not be transferred to ACN. These services can either be requested on the Telephone Service Agreement or by contacting ACN’s Customer Services department. More information about the available services can be found in the Additional Services Guide on our website. Please refer to our Line Rental Price List for any associated costs.

The following BT services can continue to be used: Ring Back, 1471, Answer 1571, BT Call Minder (Plus & Premier), Call Diversion, Call Forwarding, Calling Number Withheld (141), 3-Way Call. Charges for these services will appear on your BT invoice.

Yes, with ACN Line Rental barring services can be activated on your line by contacting ACNs Customer Services department. If you have barring services with your current line rental provider they will not be transferred to ACN. More information about the additional service available with ACN Line Rental can be found in the Additional Services Guide on our website. Please refer to our Line Rental Price List for any associated costs.

Yes, if you are an ACN Line Rental customer you can order the Caller Display service (on the Telephone Service Agreement or by contacting ACNs Customer Services department). More information about the additional service available with ACN Line Rental can be found in the Additional Services Guide on our website. Please refer to our Line Rental Price List for any associated costs.

Yes, you can order Answer 1571, a value-added voicemail service, with ACN Line Rental. Refer to the Additional Services Guide on our website for more information. Please refer to our Line Rental Price List for any associated costs.

If you are a Carrier Pre-Selection only customer you can continue to use the voicemail service provided with your current line rental service.

Yes, you can select the listing you would like to appear in the Telephone Directory on the Telephone Service Agreement. Alternatively you can choose to have a Directory Enquiries listing only or no listing at all. Please note that customers who have Carrier Pre-Selection only need to contact their current line rental provider to manage their directory listings.

No, with our bundled ACN Line Rental and Carrier Pre-Selection (CPS) service you will enjoy the convenience of one monthly invoice for both your calling costs and line rental. If you apply for our CPS service only, you will continue to receive an invoice from your current provider for your line rental and for calls not made via ACN.

You can expect to receive an invoice every month unless the invoice total is less than £2.99 (excl. VAT). In this case the amount will be transferred to the following month's invoice. We will, however, send an invoice at least once per quarter. You will be billed in arrears for your telephone usage and in advance for any monthly recurring fees. Your first invoice will include any monthly fees for both the current and following month.

ACN invoices are itemised by default. If you would like to receive a non-itemised invoice simply contact ACN’s Customer Services department.

In order for the call to qualify as an ACN-2-ACN call (at no per minute charge) 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.

Direct Debit is the most convenient way of paying your bills. By choosing Direct Debit you will benefit from a discount on your monthly line rental fee. This payment method also guarantees your bills are paid on time so that you will never be charged late payments fees. Your monthly amount due will be taken directly from your account approximately 10 days after you receive your invoice. To pay by Direct Debit simply complete the Direct Debit form and return it to ACN. The form is enclosed with your welcome letter or can be downloaded from our website. Alternatively, a Giro slip is attached to your invoice to enable you to make your payment.

If the fault affects incoming calls there may be a fault on the phone line, in which case you should contact your current line rental provider, which is ACN if you are using ACN Line Rental. If outgoing calls are affected you should contact ACN and clearly state when you tried to call and the number you tried to connect to.

Changes concerning your personal details (such as address for CPS only customers) and calling plans can be made online via www.acneuro.com. 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 Services department.

You should notify us at least 30 days in advance.

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Yes, the Call Poland option is only available with the ACN 1 calling plan and in combination with ACN Line Rental.

In order to benefit from the Call Poland option, you must sign-up for ACN Line Rental.

No. You must have a fixed telephone line at a permanent address in the UK, and receive an invoice for both the calls and line rental in your own name, in order to benefit from the Call Poland option.

If you sign-up for the Call Poland option you will have the choice to speak to a Customer Services Agent in Polish or English. You will also receive your ACN Welcome Package in Polish which contains pricing and all the information you need to take full advantage of our service. In addition, the UK www.acneuro.com site is available in Polish.

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