Troubleshooting
If you have followed the setup instructions in this User Guide and attempted all the troubleshooting steps but still cannot get your
ACN nbn™ service working, please contact ACN Technical Support on 1300 881 778. Before contacting Technical Support, please
have your account number and order number handy and be prepared to outline all the steps attempted to activate this service.
Our website provides more information on our Technical Support operating hours and contact methods.
YES
YES
YES
YES
Check that you are connecting to the correct
Wi-Fi network (SSID) and that the password
you are entering is correct.
YES
NO
NO
YES
YES
Is the Power light on the front of your modem
GREEN?
Check that the power is switched on
at the power outlet and on the side
of the modem.
Are the Broadband and Internet
lights solid GREEN?
Is the WLAN light on the front of the
modem GREEN?
Is the Phone light GREEN?
Check that your phone
is plugged into port
labelled “Phone1” on
the back of your
modem.
Is it working now?
NO
Great we hope
you enjoy your
ACN service
NO
Ensure you have received your ACN
activation email or SMS. Ensure you
have followed the steps in this
guide. Confirm that all cables are
firmly plugged in, and reboot the
modem and wait 5 mins.
Are you having problems connecting
to Wi-Fi?
Please contact
ACN Customer
Support
You may have
mistakenly pressed
the WLAN button
on the back of the
modem. Press it
again and confirm
the WLAN light
illuminates GREEN.
If you are an existing
nbn™ bundle customer
with an ACN Phone
Adaptor ensure you
have carried out Option
1 or 2 on page 5 of this
user guide.
NO
NO
YES
NO
Are you having problems connecting
to the internet?
Are you having problems with your
phone?
Check your device
network settings
and remove any
manually set IP
address and ensure
your device is set
to obtain an IP
address
automatically.
Reboot your device
and recheck.
Troubleshooting Tips
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