Quick-Start Guide. nbn Fibre Broadband + Voice. Australia

Transcription

1 Quick-Start Guide Australia

2 Welcome to ACN This guide is designed to help you connect to your new ACN nbn Fibre plus Voice service. Once you re online, visit our website at acnpacific.com.au/nbn for further information and technical support if required. Customer Service Our dedicated Customer Service team is available 7 days a week Hours of operation Customer Service: 8:00am - 8:00pm (AEST) 7 days a week Online Chat: 9:00am 5:00pm (AEST) Monday to Friday. Contact Details enquiries: enquiries@acnpacific.com.au Online chat: acnpacific.com.au/contact-us Customer Service: For further information about pricing, other services available from ACN, the ACN Opportunity or becoming an ACN Independent Business Owner (IBO), please visit acnpacific.com.au Page 2 of 15

3 Contents nbn TM Fibre 4 Connecting your nbn TM Service 4 nbn TM Supplied Equipment 4 ACN D-Link Router 4 Preparing for your nbn TM Installation 5 Pull Through 5 Equipment Installation 5 Checklist for your nbn appointment 5 ACN Equipment 6 ACN Equipment Setup Steps 6 How to connect to the nbn TM service via Wi-Fi 7 Wi-Fi Information 7 How to change your Wi-Fi Password 7 Troubleshooting NBN Broadband 9 Quick Tips 9 Troubleshooting ACN VoIP 10 Quick Tips 10 LED indicators on your nbn Connection Box 11 LED indicators on your ACN D-Link Router 12 LED Indicators on your ACN Telephone Adaptor 13 Dead-On-Arrival (DOA) and Early Life Failure (ELF) 14 Warranty 14 Conditions 14 Warranty Claims 14 Standard Form of Agreement 15 Further Information 15 Page 3 of 15

4 nbn Fibre Congratulations! You are on your way to having nbn Broadband + Voice installed at your property. Fibre technology can transmit data over long distances with significantly less loss of quality than copper. Fibre is resistant to noise and ground currents that can interrupt signals and is inherently capable of supporting high bandwidth, which can bring a wealth of benefits including; multiple users being online at the same time and at the same fast speeds, shorter download time, quicker upload time and a smoother online experience. Connecting your nbn Service After your order has been placed, ACN will be in touch with you to make an appointment (if required) for the installation of your equipment. The installation appointment with nbn generally takes up to five hours, but can take longer depending on the work required at your premises. Please note: If this appointment has not yet been arranged, please contact ACN (see page 2). nbn Supplied Equipment The installation of the following nbn supplied equipment will be completed during your nbn appointment. The equipment installed is comprised of: 1. nbn Utility Box 2. nbn connection box nbn utility box nbn connection box Outside your premises Inside your premises Page 4 of 15

5 Preparing for your nbn TM Installation Pull Through In the course of connecting a premises to the nbn Fibre Network, an nbn contractor may physically remove one or more copper cables from a lead in conduit (LIC) in order to Pull Through the fibre optic cable. You may experience service down time until the work is completed. If you have medical alarm systems connected to your phone line service please contact ACN on (Weekdays 9am 5pm). For more information on Pull Through please go to: Equipment Installation It s important to think about where you d like the nbn equipment installed prior to your nbn appointment. It s important you have the nbn equipment in a location that meets these requirements. nbn utility box nbn connection box Tip 1: The ACN D-Link Router must be within 1.5 metres of the nbn connection box and within 3 metres from a power outlet. Tip 2: The nbn connection box must be within 40 metres of the nbn Utility Box and within 3 metres of a power outlet. Outside your premises Inside your premises A location with enough wall space for your nbn equipment to ensure sufficient ventilation (inside the premises). Please refer to the image above. The nbn equipment should be positioned close to your main computer and router. For best performance, the equipment should be inside your home. It is not recommended to have your equipment in a separate building such as a shed or garage. Areas prone to extreme temperatures, dirt or dust are not suitable. The nbn connection box needs to be 1.5 metres from a dedicated 240V power point and close to a phone point. Small holes may need to be drilled in your walls to allow the cable from the nbn Utility Box outside to the nbn connection box inside your home. There are a number of factors that can result in the need for a nonstandard installation such as obstacles, dangers or safety concerns during installation. If this applies to your installation, the nbn technician will quote on the additional costs, which will be charged to your ACN invoice if you decide to go ahead. Checklist for your nbn appointment FF FF FF FF FF FF I will be available or I have arranged for an authorised representative (18+) to be present for my nbn appointment. I have consent from my landlord/ body corporate/ owner s corporation to install the equipment at my premises (if required). I ve contacted my back-to-base alarm system or personal response system (medical alert/emergency call) provider to check if my system is nbn Fibre compatible (if required). I ve considered where I would like my nbn equipment and Router positioned in my premises. I understand that each installation appointment may take around five hours, in some cases it may take longer, and that an Authorised Representative will need to be present for the whole appointment. I have asked to see Identification from the nbn technician on their arrival. Page 5 of 15

6 ACN Equipment In addition to the nbn supplied equipment, ACN will send you two pre-configured devices to connect to your new nbn Broadband + Voice service if you have selected to purchase equipment during sign up. If you have selected to Bring your Own (BYO) ACN D-Link Router (DSL-2750B) and/or ACN ATA (HT701), you will need to reconfigure your D-Link Router to becoming nbn enabled. Please refer to the Configuring Ethernet-WAN for nbn Services. ACN D-Link Router: This will enable you to connect multiple devices in your home or office using the Wi-Fi or Ethernet connection without having to connect your equipment directly to the nbn connection box. ACN Analogue Telephone Adaptor (ATA): This will enable you to connect a compatible telephone to make and receive calls over your VoIP service. ACN Equipment Setup Steps Step 1 - Take out the following pieces of equipment once you have received your service activation from ACN: ACN D-Link Router, ethernet cable and power adaptor. ACN Analogue Telephone Adaptor (ATA), ethernet cable and power adaptor. Step 2 - Remove existing nbn equipment If you have previously received a Home Network Gateway (HNG) from ACN for a previous nbn connection, please disconnect the device as it is no longer required. Step 3 - Connect the Power Supply to the ACN D-Link Router Plug the supplied power adaptor into the D-Link router and connect the other end to a power outlet and turn on the router. Step 4 - Connecting NBN Broadband Take the supplied ethernet cable and plug one end into the LAN 4 port on the router. Plug the other end of the ethernet cable into the required UNI-D port at the bottom of the NBN Connection box as advised by ACN. If you are connecting your first nbn connection, your service will be provisioned ACN D-Link router on UNI-D port 1. In the instance where UNI-D port 1 is already taken ACN will connect this to the next available UNI-D port and advise you accordingly. Step 5 - Connect the Power Supply to the ACN Analogue Telephone Adaptor Plug in the supplied power adaptor into the ATA and connect the other end to a power outlet, this should automatically turn on the device. Step 6 - Connecting your Voice service Continue to Step 6... ACN Analogue Telephone Adaptor Page 6 of 15

7 Take the supplied ethernet cable and plug one end into one of the free three LAN ports on the D-Link Router. Plug the other end into the Internet port on the ACN ATA. Take the supplied phone cable and plug one end into the phone port of the ACN ATA. Plug the other end into your telephone. Step 7 - Restart your equipment Shut down your computer and any other connected devices. Turn off your ACN D-Link Router and unplug the 12VAC power cable. Reconnect your ACN D-Link Router and turn it on. Your ACN D-Link Router can take 3-5 minutes to authenticate to the nbn network. Step 8 - Check your Installation Please wait 3-5 minutes for your nbn broadband connection to establish. Your connection is active if the indicators on the router are green. Once the nbn connection is established your ATA will need to go through the initial registration process which can take 5-10 minutes. Your registration is complete when the phone light indicator is solid green (located on the front of the ATA). *If the light is blinking green, this indicates a voic message is waiting. The Ethernet indicator on the router (LAN port 1-3) is green when there is a computer connected via tthernet. The Ethernet indicator blinks green if data is being transmitted. The WAN port indicator on the router (LAN port 4) is green if you have connected the ethernet cable to the nbn Connection Box. The WAN indicator blinks green if data is being transmitted. The Wireless indicator on the router is green if you have any devices connected via Wi-Fi. The Wireless indicator flashes green if data is being transmitted. The DSL indicator on the router is green when there is an nbn connection. The DSL indicator blinks green if data is being transmitted. The Internet indicator on the router is green when there is a successful Internet connection. The Phone indicator on the ATA is green when there is a phone connection. The Phone indicator blinks green if there is a voic message waiting. Congratulations, you are now connected to the Internet. How to connect to the nbn service via Wi-Fi Page 7 of 15

8 Wi-Fi Information By default, Wi-Fi is turned on. Your Wi-Fi details can be found below. You will need this information to connect wireless devices to your network. Network Name (SSID): ACN D-Link Password: bumblebee After you have plugged in your device, ACN recommends that you log into the Router Wizard and change your password for safety and security reasons. This will ensure no one can connect wirelessly to your service without your credentials. Please store your Wi-Fi network name and password in a secure location for future reference. How to change your Wi-Fi Password: 1. Connect your computer or laptop to the D-Link Router via an ethernet cable. 2. Open up Internet Explorer and type the following URL into the address bar: Log in with the following credentials: Username: admin Password: admin Step 4 - Click on Wireless Connection from the side menu bar Step 5 - Click on Manual Wireless Connection Setup Step 6 - Click on Security Settings Step 7 - Scroll down the page until you see Wireless Security Mode. In the WPA passphrase field, change this to a password Continue to Step 6... Page 8 of 15

9 you have nominated and click Apply/Save. Congratulations! You have now successfully updated your Wireless settings. VoIP Service Features The following VoIP phone features can be managed by a two or three digit feature codes: Call forward to voic Call forward to another number Call Waiting Block and Enable Caller ID Call Return Anonymous call rejection Do not disturb activation Speed dial Please click here for the features list and steps to activate your required features. Troubleshooting nbn TM Broadband Quick Tips If you are having difficulty getting online after your nbn service has been activated and you have connected your ACN equipment, try these quick tips: Step 1 - Check the nbn supplied equipment Check the power indicator on the nbn connection box please refer to section LED light indicators on your nbn equipment on Page 11. If there is power to the nbn connection box the power indicator will be solid green. If the power indicator is this indicates: There is no power to your nbn connection box. Check your power point is ON and that you have connected all the required cables correctly. Continue to Step 2... Page 9 of 15

10 Step 2 - Restart your equipment Shut down your computer and any other connected devices. Turn off your ACN D-Link Router and unplug the 12VAC power cable. Reconnect your ACN D-Link Router and turn it on. Your ACN D-Link Router can take 3-5 minutes to authenticate to the nbn network. Step 3 - Check the LED lights on your ACN D-Link Router Once your equipment is powered ON and the Power indicator on the nbn connection box is solid green, check the LED indicator on your ACN D-Link Router.»» The power indicator is green. If the power indicator is there is no power to your device.»» The WAN port indicator (LAN Port 4) is green. If the WAN port is not green this means you have not connected your device to the nbn connection box. If it is connected, and it is still not green this will indicate you may have a possible faulty router or faulty router accessories. Please contact Customer Service.»» The DSL indicator is green. If the DSL indicator is make sure you are using the nbn service.»» The Internet indicator is green. If the Internet indicator is this indicates that there is no nbn service provisioned on the device. Please contact Customer Service. Troubleshooting ACN VoIP Quick Tips If you are having difficulty using your ACN VoIP service and the NBN Broadband service has been activated with ACN, make sure your NBN Broadband service is working by visiting several websites on your computer. If you are unable to access the Internet, go through the Troubleshooting steps for NBN Broadband on page 9. You require an internet service with atleast 128kbps bandwidth in order to use your VoIP service. If your NBN Broadband service is working, but you are unable to use your VoIP service try these quick tips: Step 1 - Check the ATA connection Make sure the Ethernet cable is plugged in to the port labelled Internet on the ATA. Make sure the phone cable is plugged in to the port labelled Phone on the ATA. Check you have securely connected the power adaptor into the port labelled DC 12V on the ATA. Step 2 - Restart your ATA Turn off your ATA by unplugging the device from the DC12V power adaptor. Unplug the ATA from the power outlet. Reconnect the ATA with the DC12V power adaptor and connect it to the power outlet. Wait 1-2 minutes for the device to power on. Step 3 - Make a call Attempt to make a phone call from your VoIP service. If you are unable to make a call, check and make sure your handset is compatible and not faulty. If you have attempted all of the above, have restarted your computer and are still unable to connect to the Internet, please contact ACN Technical Support on Page 10 of 15

11 LED indicators on your nbn connection box The table below describes the LED indicators on the nbn connection box. Indicator Status Meaning Action There is no power to your nbn connection box. Check the power supply is plugged in and switched on and is connected to your nbn connection box. If there is still no light please contact ACN on for further assistance. Power RED Power supply is operating on back up battery. Your main power has failed. Your ACN nbn Services will not work until power is restored. GREEN Power supply is working normally. No action is required. FLASHING GREEN Your nbn connection box is starting up. No action is required. The flashing light should turn into a solid green shortly. Your nbn connection box has been disabled externally. Please contact ACN on for further assistance. Optical RED Your nbn connection box has lost connection with the Network. Please contact ACN on for further assistance. GREEN Your nbn connection box is connected and working properly. No action is required. FLASHING GREEN There is activity on the nbn service. No action is required. Your nbn connection box is working but you have no devices connected. No action is required. Alarm RED Your nbn connection box has a fault and is not working normally. Please contact ACN on for further assistance. GREEN Your nbn connection box is working normally and is connected. No action is required. You do not have an active service using this port at this time. Your service is not active. If you have received your ACN nbn Welcome please contact ACN on ORANGE There is a 1Gbps device detected on the network. No action is required. Data (UNI-D) FLASHING ORANGE There is a 1Gbps data activity detected on the network. No action is required. GREEN There is a 10/100Mbps device detected on the network. No action is required. FLASHING GREEN There is a 10/100Mbps data activity detected on the network. No action is required. Voice (UNI-V) Not applicable to your service. No action is required. GREEN Not applicable to your service. No action is required. FLASHING GREEN Not applicable to your service. No action is required. Normal. No action is required. Update RED Your nbn connection box has failed to download software. Please contact ACN on for further assistance. GREEN Your nbn connection box is successfully downloading software. No action is required. Page 11 of 15

12 LED indicators on your ACN D-Link Router The table below describes the LED indicators on the ACN D-Link Router. LED Status Cause Action Power Steady green light The device is powered on. None. The device is powered off. Check that the device is plugged in and is connected to a power supply. Steady green light Ethernet connection in place on LAN port. None LAN Port 1-3 Blinking green light Activity on the LAN port. None No activity. Check that you have connected your equipment correctly to the LAN port via an Ethernet cable. Steady green light Ethernet connection in place on WAN port. No action is required. WAN Port 4 Blinking green light Activity on the WAN port. No activity. Please contact ACN on for further assistance. Step 1: Check that your router is connecte correctly and restart all your equipment. Please refer to the Equiment Set-Up section in this guide. Step 2: If the above did not resolve the issue please contact ACN Technical Support. Steady green light Indicates a valid wireless connection. None Blinking green light Activity on the Wi-Fi. None Wi-Fi Step 1: Make sure you have not turned off the Wi-Fi. Press the Wi-Fi button next to the USB port on your modem. No internet connection. Step 2: Check that you have entered the correct Wi-Fi password on your device. Network Name: ACN D-Link Password: bumblebee Step 3: If the above did not resolve the issue please contact ACN Technical Support. Steady green light Indicates a nbn connection. None DSL Blinking green light Activity on the nbn connection. None No activity on the nbn connection. Step 1: Check the router is connected correctly and restart your equipment. Step 2: If you are still unable to get online please contact ACN Technical Support. Steady Green light Successful Internet connection None Internet Steady Red light Failed Internet Connection. Step 1: Check the router is connected correctly and restart your equipment. Step 2: If you are still unable to get online please contact ACN Technical Support. No WAN protocol is configured. Contact ACN Technical Support. Page 12 of 15

13 LED Indicators on your ACN Telephone Adaptor The table below describes the LED indicators on the ACN Telephone Adaptor. Indicator Status Meaning Action Solid Green The device has power. None. Power Power is removed or improper voltage is plugged in 1. Ensure you are using the power adaptor provided with your ATA. 2. Check that the power is switched on at the power point. 3. If the device does not turn on, please contact ACN Customer Service Solid Green Device has an IP address None. (does not indicate Internet connectivity or registration) 1. Check your nbn Broadband service can successfully connect to the Internet. If you have a successful internet connection, restart your ATA. If the Internet light is still off and you are able to access the internet check that the ethernet cable is connected properly to Internet either port 1, 2 or 3 on the D-Link and at the ATA Device has not obtained an IP address If the ethernet cable is connected properly it maybe faulty, try a different ethernet cable with your ATA 2. If you are unable to access the Internet from your nbn Broadband connection, restart the nbn Connection Box, followed by restarting the D-Link Router and ATA. 3. If this does not resolve your issue and you are unable to make VoIP calls please contact ACN Customer Service. Solid Green Ethernet connection detected None Blinking Green Ethernet connection detected with activity None Link/ACT No Ethernet connection Check the ethernet cable connected between the ATA and D-Link router is secure. If the connection is secure the Ethernet cable maybe faulty, try a different cable Solid Green Line is registered and ready to use None Phone Blinking Green 1.5 seconds ON, 1.5 seconds Voic message waiting Check your voic dial * 0 followed by the dial key Blinking Green 1 second ON, 1 second Phone is in use None Page 13 of 15

14 Dead-On-Arrival (DOA) and Early Life Failure (ELF) We will arrange to replace your ACN D-Link Wireless Modem Router ( Product ) and/or ACN Analogue Telephone Adaptor ( Product ) if it fails within 14 days from the date of purchase. This period is the Dead on Arrival/Early Life Failure ( DOA/ELF ) period. Please refer to the Warranty Claims section to learn how to make a claim in these circumstances. If the Product fails outside the DOA/ELF period, please also refer to the Warranty section of this guide. Warranty Subject to the conditions of this limited warranty ( Warranty ), ACN warrants your ACN D-Link N300 DSL-2750B Wireless Modem Router ( Product ) and ACN Analogue Telephone Adaptor ( Product ) to be free from defects in design, materials and workmanship at the time of its original purchase by you. The Warranty is valid for a period of 24 months ( Warranty Period ) from the original date of purchase of the Product. If during the Warranty Period, this Product fails to operate under normal use and service, due to defects in design, materials or workmanship, ACN will either repair or replace, at our option, the Product in accordance with the conditions stipulated herein. ACN reserves the right to charge a handling fee if a returned Product is found to not be under Warranty according to the conditions below. Conditions This Warranty does not cover mechanical damage caused by misuse, abuse, impact or accident or damage caused to the Product or damage caused by liquids, lightning, power surges (ACN recommends you obtain surge protection for your electricity supply), theft, or heat damage sustained from the stacking of electrical equipment on or in close proximity to the Product. This Warranty does not cover you changing your mind about purchasing the Product. The Warranty is not transferable and does not cover any ACN services nor does the Warranty Period recommence upon receipt of any replacement unit sent to you by ACN. If you hack the firmware or software installed with the Product or if you tamper with security seals or remove any service covers on the equipment ACN will consider this Warranty voided. The Warranty does not cover any computer viruses obtained from your use of the Product or any ACN services. This Warranty does not cover Product failures which have been caused by use of accessories or other peripheral devices which are not ACN branded original accessories intended for use with this Product. Equipment models may change over the course of this Warranty. It may be necessary for the replacement unit to be a refurbished unit, a different model, and/or from a different manufacturer. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. ACN confirms that any replacement Product sent to you will be of merchantable quality and functionally similar to the original Product supplied. Warranty Claims Should your Product fail within the DOA/ELF Period or the Warranty Period you will need to contact ACN s Customer Service Team on to describe the defect. ACN will then issue you with a prepaid return courier satchel for you to return the device for testing purposes. ACN will not be liable for any expenses you incur in relation to any DOA/ELF or Warranty claim. The return satchel is pre-labelled with our return address which is: ACN Product Returns Locked Bag 2145 NORTH SYDNEY NSW 2059 Please note that some of your personal settings, content and other information and stored data may be lost when the Product is repaired or replaced. Due to applicable law, other regulation or technical restrictions, ACN will not make a back-up copy of your information. ACN does not take responsibility for any lost information of any kind and will not reimburse you for such loss. You should always make back-up copies of all the information stored on the Product before handing it in for repair or replacement. You will need to comply with any other return procedures stipulated by ACN as published or explained at the time of the claim. Page 14 of 15

15 If a defect exists and a valid claim under the Warranty is received by ACN after the first 15 days following the expiry of the Warranty Period, ACN is entitled to charge for any reasonable shipping and handling costs made in connection with the repair or replacement of the Product. ACN respects your rights as a consumer. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing contained in this Warranty shall be read or applied so as to exclude, restrict or modify the application of applicable provisions of Australian Consumer Law, including Consumer entitlements described in the Competition and Consumer Act (as amended), or any relevant State or Territory statute which by law cannot be excluded, restricted or modified. To the extent that any such statute permits ACN to limit our liabilities to compensate or indemnify you or any other person for breach of an implied guarantee, condition or warranty, our respective liabilities for such breach shall be limited to, at our option: (a) the replacement of the Product or the supply of an equivalent Product or payment of the cost of replacing the Product or acquiring an equivalent Product; or (b) the repair of the Product or payment of the cost of having the Product repaired. Standard Form of Agreement Important Customer Information: Your Rights and Obligations For the complete terms and conditions which apply to the supply of the Product and ACN services, and which set out your rights and obligations, please refer to ACN s Standard Form of Agreement (SFOA), available on our website: acnpacific.com.au. Further Information For the latest rate plans, products and services visit acnpacific.com.au. For further information about pricing, other services available from ACN, the ACN Opportunity or becoming an ACN Independent Business Owner (IBO), please visit acnpacific.com.au. Page 15 of 15