User Guide Set up your new ACN nbn Broadband service

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1 Welcome to your new ACN nbn Broadband Service This guide details the steps to follow when setting up and installing your new ACN nbn equipment. If you ordered an ACN nbn + Phone Bundle service you should have also received an ACN VoIP package, which includes the equipment required to set up the phone component of your nbn + Phone service. This includes a separate user guide for the VoIP service. It is important that you complete the set-up of your ACN nbn Broadband service prior to attempting the set-up of the Phone component of your Service. For further details, refer to the VoIP Phone Service User Guide. Set-up Check List Before you begin setting up your ACN nbn Broadband Service, please ensure you have: 1 2 Received your ACN activation This was sent to the address you provided at sign-up. This confirms that your new ACN nbn Broadband Service is ready for set-up. Located the socket for your main incoming telephone line to connect your modem to. Your new nbn service will use your existing telephone line (or a new telephone line if a previous one did not exist). OR Setting up your ACN nbn Broadband Service (Installing the Modem) Now that you have reviewed the check list above, you can proceed with setting up your nbn Broadband service. It s important to follow the steps in the order indicated to ensure your new ACN nbn Service functions correctly. Specifically, DO T plug the Modem into a power socket until you are instructed to do so in Steps 3, 4 and 5 Your ACN nbn pack contains the following items: Items You Need: Access to a power point to power the TP-LINK Modem If you wish to connect a device such as a PC, Laptop, Smart TV, gaming console or other device directly to the modem you will need an additional Ethernet cable (not supplied by ACN). TP-LINK Wireless Modem Power adaptor Page 1 of 8

2 Step 1. Connect one end of the provided telephone cable, to the VDSL port on the back of the 1 Step 1. Connect the other end of the to your main incoming Telephone wall socket 2 Wall socket Step 1. Connect the provided Power adaptor to the back of the Modem. 3 Power adaptor Wall socket Step 1. Plug the other end of the Power adaptor into a power outlet and ensure the power outlet is switched on. 4 Power adaptor Wall socket Page 2 of 8

3 Step 1. Ensure the ON/OFF button on the back of the Modem is set to ON 5 Power adaptor Wall socket Step 6 Allow up to 5 minutes for the to complete its configuration and set up process with the nbn network. During this time the LED lights on the front of the Modem will intermittently flash on and off. If everything has been connected correctly, the Modem should show: GREEN light for the Power connection GREEN light to show that you are connected to the nbn network via VDSL GREEN light to show that you are connected to the nbn Page 3 of 8

4 Connecting to your nbn Broadband Service There are two options: Option 1: Connect wirelessly to your nbn Broadband service 1. On your wireless device (e.g. smartphone, tablet, laptop) search for the Wireless Network Name (SSID). You can find the SSID on the label on the bottom of your modem 2. Input the Wireless password/pin. You can find this on the label on the bottom of your modem 1 2 Option 2: Connect via Ethernet cable to your nbn Broadband service 1. Connect one end of an Ethernet cable (not provided by ACN) to one of the ORANGE ports, marked LAN1, LAN2 or LAN3. 2. Connect the other end of the Ethernet cable to the Ethernet/LAN port on your device 3. Once you have completed your connection (via Wi-Fi or Direct cable) please confirm that the service is working correctly by opening up your web browser application (e.g. Internet Explorer, Google Chrome, Firefox or Safari) and go to your favourite website. X Device e.g. laptop/pc Ethernet cable (not provided by ACN) DO T USE THIS PORT TP-Link Router Page 4 of 8

5 Getting to know your Modem The TP-LINK Wireless Modem from ACN has been set up to Plug n Play, so all you need to do is follow the instructions in this guide. We recommend Microsoft Windows 7, and MAC OS as the minimum Operating System requirements. Ideally, your computer should be less than five years old and of a reasonable specification to get the most out of the Internet. It is very important to ensure that your computer is up-to date with anti-virus and firewall/internet protection software. LED Indicator Icon Colour Definition Power DSL Internet Wireless WPS USB LAN 1-4 Flash Flash / Flash Flash System start-up complete System starting up or device updating The modem Modem is off. Please ensure that the power adaptor is connected correctly DSL line is synchronised and ready to use The DSL negotiation is in progress There is no connection to the DSL Port or DSL synchronisation fails The network is available with a successful Internet connection There is no successful Internet connection The wireless function is working properly The wireless function is disabled It turns on when a wireless device has been successfully connected to the network via WPS. After about 5 minutes, the WPS LED will turn off WPS handshaking is in process and will continue for about 2 minutes. Please press the WPS/RESET button on other wireless devices that you want to add to the network while the LED is flashing. DO T press and hold the reset button for more than 3 seconds The USB device is identified and ready to use The USB device is being identified No USB device is plugged in to the USB port There is a device connected to this LAN port There is no device connected to this LAN port Interface Purpose VDSL Through the port, you can connect the modem to the Internet LAN3, LAN2, LAN1 LAN4/WAN USB WiFi WPS/RESET Through these ports, you can connect the modem to your PC or other Ethernet network devices Do not use this port as it has been configured to operate on other nbn access technologies and not FTTN/FTTB Through this port you can connect a USB storage device, a USB printer or a 3G/4G modem The switch for the WiFi function. Press the button to enable/disable the WiFi function The switch for the WPS function or resetting the modem. Please do not press the reset unless instructed by ACN technical support. ON/OFF The switch for the power POWER The power plug is where you will connect the power adaptor Page 5 of 8

6 Troubleshooting 1. Is the Power LED light on the front of the TP-LINK Modem GREEN? Check that the Power is switched on at the power outlet/wall socket and the Power button on the back of the Modem is on. If both are on and the service is still not working move to Step 5 2. Is the VDSL / DSL LED light GREEN and the NBN LED light GREEN There is a problem with your connection between the Modem and the telephone socket. If possible, try an alternative between the the modem and the Telephone socket. If this still does not work, try resetting the Modem by disconnecting the power cable for 5 minutes. Reconnect and wait a few minutes to see if the Modem configures. If the LED lights still fail to turn on, please move to Step 5. Are you trying to connect via Wi Fi? 4. Is the LAN LED light on the TP-LINK Modem GREEN? 3. Is the Wireless LED light on the TP-LINK Modem GREEN? but Wi-Fi still not working Try re-entering the SSID and Password for the network on your device Is it working? Try resetting the Modem and/ or your device (as per Stage 3 above) GREAT! Enjoy your ACN Broadband Is it working? 5. Please contact ACN Customer Service Page 6 of 8

7 Troubleshooting If you have connected your service as per the instructions contained in this User Guide and attempted all the troubleshooting tips but still cannot get your ACN nbn service working, please contact ACN Customer Service on (8am - 8pm AEST/ AEDT Monday to Sunday). Before contacting Customer Service, please have your account number and order number handy and be prepared to outline all the steps attempted to activate this service. Logins and Passwords The table below outlines the required username and password format for your Internet connection and Online Tools. Service Username Password What is it used for Example MyAccount Your MyAccount username is your 9 digit ACN Customer ID. This will be sent to you in your ACN Order Confirmation This is an automatically generated password and will be sent to you as part of your ACN Order Confirmation Your MyAccount username and password enables you to login to MyAccount - (ACN Self Help Portal) to manage your service. Username: Password: 8 character password WiFi Your Wi-Fi username is the SSID which is on the label at the bottom of your modem Your Wi-Fi password is the Wireless password which is on the label at the bottom of your modem To connect wireless devices to your Broadband connection Wi-Fi Username: TP-LINK_XXXXXX Wi-Fi Password: 1234### For further information about pricing, other services available from ACN, the ACN Opportunity or becoming an ACN Independent Business Owner (IBO), please visit For further information regarding features and technical support visit : Dead-On-Arrival (DOA) and Early Life Failure (ELF) We will arrange to replace your TP-LINK Wireless Modem ( Product ) if it fails within 14 days from the date of purchase. This period is kown as 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 TP-LINK Wireless Modem ( 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 Page 7 of 8

8 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. 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. 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: Further Information For the latest rate plans, products and services visit: For further information about pricing, other services available from ACN, the ACN Opportunity or becoming an ACN Independent Business Owner (IBO), please visit 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. 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. Page 8 of 8