Technical Questions
What if I forgot my username and/or password?
Call 1-888-383-8226. For your protection, our customer service representative will need to verify some personal information before releasing your username and/or password.
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My High Speed Internet installation kit is missing a part. What should I do?
Call 1-866-913-3445 to have missing parts sent to you right away.
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Why do I need to install filters?
Filters separate the digital High Speed Internet signal and the analog signals used by your phone, fax, or any other equipment connected to the High Speed Internet phone line. Without a DSL filter, you may hear high frequency noise from the DSL signal on your telephone.
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Should I install a filter on the phone cord that connects my modem to the phone jack?
No, putting a filter on your modem will block the DSL signal, and this will prevent your service from working. Filters should only be installed on the devices listed in Step 1 of your installation guide.
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When should I use a phone splitter?
If you need to install a phone on the same telephone jack that is used for your modem, you will need to use the splitter with two jacks that are provided in your kit. The installation is made as follows:
- Plug the splitter into the telephone jack.
- Plug your phone into the splitter jack called "phone".
- Plug your modem into the splitter jack called "modem".
The filters, or blockers, need to be used on any other phone sharing the line with the High Speed Internet installation, with the exception of the phone jack used with the modem, which requires the use of a splitter. An example of how the splitter works is shown below:
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How do I get additional High Speed Internet filters?
DSL filters - also known as High Speed Internet or DSL blockers, microfilters, or High Speed Internet or DSL phone line filters - are available for purchase at most electronic stores or on the Internet. However, we recommend that you connect a maximum of five phones or devices to your High Speed Internet phone line.
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Why are there lights on my modem?
Your High Speed Internet modem has five lights on the front panel, also called LEDs. In general, all five lights should be solid green for your computer to access the Internet. If a light is off, check to make sure all of the cables are securely plugged in at both ends. The PPP light will be solid green when a valid username and password is stored in the modem and a connection to your Internet Service Provider is established.
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What if the PPP light doesn't turn solid green after I have turned on the modem?
Check that you've hooked up everything correctly and that the power cord is firmly plugged into the modem. You may also want to make sure the electrical outlet is working.
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What troubleshooting steps can I do on my own before calling for support?
If your connection to the Internet should stop working, check to make sure that all of the cables are plugged in correctly. If this doesn't fix the problem, shut down your computer and turn off your High Speed Internet modem. Wait a few seconds, then reconnect the power to your modem and turn on your computer. When the PPP light on the modem turns green, launch your Web browser.
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What are the benefits of a Wireless Modem?
The ACN Wireless Modem allows you to build a home network. Multiple devices can communicate with one another over the wireless connection, allowing them to share:
- ACN Internet connection
- Files and documents
- Printers, print servers and scanners
- Game systems
Please note the ACN Wireless Modem has 4 Ethernet ports for devices with no wireless capability.
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How do I log in to my ACN Wireless Modem?
To log in to the ACN Wireless Modem firmware, open a browser window and type 10.100.2.1 into the URL address bar. Press enter.
When you see the authentication window, enter your username and password:
- Username: user
- Password: password
Select “OK” and you will have access to the modem home page.
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How do I enable/disable my wireless?
Log in to the modem firmware. On the home page of the ACN Wireless Modem firmware, select the QuickStart selection from the left-hand navigation panel.
Uncheck the “Enable Wireless” field and select Apply/Save.
Your wireless is now disabled. If you would like to turn it back on, follow the steps above, but check the Enable Wireless field and select Apply/Save.
Note: If you are using two wireless devices (ACN Wireless Modem and a wireless router) we recommend you disable the wireless feature on one of the devices or eliminate your wireless router completely from your home network connection. The ACN Wireless Modem has the same routing capabilities as the average wireless router.
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How do I secure my wireless (enable WEP, WPA or other type encryption to protect my network)?
Log in to the modem firmware. On the home page of the ACN Wireless Modem firmware, select the QuickStart selection from the left-hand navigation panel. On the wireless portion of the page, select from the drop-down menu of the Network authentication WEP (Wire Equivalent Privacy) or the WPA (WiFi Protected Access) or other type of network encryption security. All changes must be followed with the “Apply/Save” button.
Note: If you are using WEP, a key (password) will be generated by the Modem. If you are using WPA you will be able to choose your own password (conditions on password length may apply).
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How do I rename my SSID (Wireless Name)?
Log in to the modem firmware. On the home page of the ACN Wireless Modem firmware, select the QuickStart selection from the left-hand navigation panel. On the wireless portion of the page, remove the name on the SSID field and insert the name of your choice. All changes must be followed with the “Apply/Save” button.
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