User Guide - ACN Inc. · Welcome to your new ACN Premium Wi-Fi Modem In this guide you will find...

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User GuideACN Premium Wi-Fi Modem

©2018 ACN Inc. All rights reserved ACN Pacific Pty Ltd ABN 85 108 535 708 www.acnpacific.com

MKTG-242 - Home Gateway ZXHN H268A Premium Wi-Fi Modem FTTN/B - 13.11.2018

Welcome to your new ACN Premium Wi-Fi ModemIn this guide you will find the steps to follow when setting up and installing your ACN Premium Wi-Fi Modem.

Set-up Check list

Important note (new ACN nbn™ services only): Before you begin setting up the modem, please ensure you have:

Received your ACN activation email or SMS This will be sent to the email address or mobile phone number you provided at sign up. This email confirms that your ACN nbn™ Broadband service is ready for set-up.

Located the socket for your main incoming telephone line Your ACN nbn™ service will use your existing telephone line (or a new line if a previous line did not exist).

1

2

If this modem has been provided to you as part of an ACN nbn™ bundle you will need to ensure that you can position your phone close to where you intend to install the modem as you will need to directly connect it to your phone.

Setting up your ACN nbn™ Broadband serviceNow 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 NOT plug the modem into a power socket until you are instructed to do so in Step 4.

Your ACN Premium Wi-Fi Modem pack contains the following items:

1 x Ethernet cable

2 x Telephone cables

1 x Premium Wi-Fi modem

1 x Power supply

1 x VDSL splitter (not required)

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Take one of the provided telephone cables and connect one end to the grey DSL port on the back of the Premium Wi-Fi modem.

Step 1

Telephone cable

Wall socket

Connect the other end of the telephone cable to your main incoming telephone wall socket.

Step 2

Telephone cable

Wall socket

Connect the provided power supply to the back of the modem.

Step 3

Telephone cable

Wall socket

Plug the other end of the power supply into a power outlet and ensure the power outlet is switched on. Once your power outlet is on, ensure the modem’s power button is pushed into the “ON” position. This can be found on the side of the modem.

Step 4

Telephone cable

Power supply

Power outlet

Power supply

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Allow 5 – 10 minutes for the modem to complete its configuration and setup process with the nbn™ network and ACN auto-configuration server. During this time the LED lights on the front of the modem may flash on and off intermittently.

Once everything has been connected correctly, the modem should show:

• Green light for the Power• Green light for the Broadband to show that you are connected to the nbn™ network• Green light for the internet to show that your modem has internet access• Green light for the WLAN (Wireless LAN) to show that it is active and available

Step 5

Connecting to your nbn™ Broadband serviceThere are two options available to connect to the Internet via your new modem. Typically, connecting your devices directly via Ethernet cable provides the best experience.

Option 1

Connect wirelessly to your nbn™ Broadband service

1. Your modem comes with dual-band Wi-Fi, so you will find two wireless network names (SSIDs) located on the label on the back of your modem. To make it easy for you, the passwords for both SSIDs are the same and are also located on the back of the modem.

• 2.4G WLAN SSID – typically this SSID will give better range and can penetrate walls better than the 5G SSID. Look out for “ZTE_H268Axxxxxx” when searching on your device. Unless your neighbour has the same device, you should only see yours.

• 5G WLAN SSID – typically used when you are in close proximity to the modem and require faster wireless speeds. This frequency band is less prone to interference; however it is unable to penetrate walls as well as the 2.4G SSID. Look out for “ZTE_H268Axxxxxx_5G” when searching on your device. Unless your neighbour has the same device, you should only see yours.

2. On your wireless device (e.g. smartphone, tablet, laptop) search for the WLAN SSID that you wish to connect to. If you find the SSID you are connected to is slow or has a low signal, we suggest you switch manually to the other SSID.

Please note: Don’t be alarmed if you cannot see the 5G WLAN SSID on your device. Some devices are not compatible with this frequency band, so you may not see it. If this is the case, just connect to the available option.

3. Input the WLAN Security password on your device. You can find this on the label on the back of your modem as shown here: 2.4G SSID

5G SSID

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Option 2

Connect via Ethernet cable to your nbn™ Broadband Service

1. Connect one end of the yellow Ethernet cable provided to one of the yellow ports marked LAN1, LAN2, LAN3, LAN4.

2. Connect the other end of the Ethernet cable to the Ethernet/LAN port on your device

Ethernet cable

Device e.g. laptop/PC

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 heading to your favourite website.

Setting up your new ACN nbn™ Bundle Phone serviceNow that you have confirmed your nbn™ Broadband service is working, you can start setting up your new bundled phone service.

Take the 2nd telephone cable provided and plug one end into the green port marked “Phone 1” on the back of the modem. Please note that the “Phone 2” port is disabled and will not work.

Confirm that your phone service is working correctly by making a call from your phone. If you are unable to hear a dial-tone or cannot successfully make a phone call, please refer to the Troubleshooting section of this guide:

You should see the following lights solid or flashing green on your modem:

Step 1

Step 2

Phone cable

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Setting up an existing ACN nbn™ Bundle Phone serviceIf you are an existing ACN nbn™ Bundle customer and have an ACN Phone Adaptor you have two options:

Connect your phone directly to your Premium Wi-Fi modem (recommended)• go to your ACN MyAccount at www.acnpacific.com/myaccount and log in.

• select your bundled voice service and under the Plan Details section, follow the prompts to move your bundled phone service over from your existing adaptor.

Connect your phone using your existing ACN Phone AdaptorUnplug your ACN Phone Adaptor from your old modem’s ethernet port and reconnect it to one of the spare yellow ethernet ports on the back of your new modem.

Phone cable Ethernet cable

Checking your phone serviceCheck that your phone service is working correctly by making a call from your phone connected to your existing ACN Phone Adaptor. If you are unable to hear a dial-tone or cannot successfully make a phone call, please refer to the Troubleshooting section of this guide.

Getting to know your phone’s feature listTo enable and disable phone features such as call forwarding, visit www.acnpacific.com/myaccount. For more information on these features, please refer to our Digital Phone Feature List and Star Codes found at www.acnpacific.com/wp-content/uploads/2015/09/MKT-2368-VoIP-Feature-list.pdf

Getting to know your modemFor more information on your new Premium Wi-Fi modem please refer to the ZXHN H268A Home Gateway User Manual in your modem box.

Please note, your modem runs a specific ACN firmware version and certain features and ports have been disabled including the USB and Phone 2 port.

Optimising your broadband experienceNBN Co. provide a great interactive tool enabling you to get the most out of your connection - visit www.nbnco.com.au/learn-about-the-nbn/in-home-optimisation.html for more information.

Option 1

Option 2

ACN Phone Adaptor

https://www.acnpacific.com/myaccount/

https://www.acnpacific.com/myaccount

https://www.acnpacific.com/wp-content/uploads/2015/09/MKT-2368-VoIP-Feature-list.pdf

https://www.acnpacific.com/wp-content/uploads/2015/09/MKT-2368-VoIP-Feature-list.pdf

http://www.nbnco.com.au/learn-about-the-nbn/in-home-optimisation.html

http://www.nbnco.com.au/learn-about-the-nbn/in-home-optimisation.html

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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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Logins and PasswordsThe table below outlines the required username and password format for your Internet connection and Online Tools.

Service Username Password What is it used for ExampleMy Account Your MyAccount

username is your 9 digit ACN Customer ID. This will be sent to you in your ACN Order Confirmation email

This is an automatically generated password and will be sent to you as part of your ACN Order Confirmation email

Your MyAccount username and password enables you to login to MyAccount - (ACN Self Help Portal) to manage your service.

Username: 100000000

Password: 8 character password

Wi-Fi – 2.4G Your Wi-Fi username is the WLAN SSID (2.4G) which is on the label on the back of your modem

Your Wi-Fi password is the Wireless password which is on the label on the back of your modem

To connect wireless devices to your Broadband connection over the 2.4GHz frequency band

Wi-Fi Username: ZTE_H268Axxxxxx Wi-Fi

Password: 8 random characters

Wi-Fi – 5G Your Wi-Fi username is the WLAN SSID (5G) which is on the label on the back of your modem

Your Wi-Fi password is the Wireless password which is on the label on the back of your modem

To connect wireless devices to your Broadband connection over the 5GHz frequency band

Wi-Fi Username: ZTE_H268Axxxxxx_5G Wi-Fi

Password: 8 random characters

For further information about pricing, other services available from ACN, the ACN Opportunity or becoming an ACN Independent Business Owner (IBO), please visit www.acnpacific.com

For further information regarding features and technical support visit www.acnpacific.com/knowledge-base

Dead-On-Arrival (DOA) and Early Life Failure (ELF)

We will arrange to replace your ACN Premium Wi-Fi 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 Premium Wi-Fi 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 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.

https://www.acnpacific.com

https://www.acnpacific.com/knowledge-base

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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 1300 881 778 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.

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. 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: www.acnpacific.com

Further Information

For the latest rate plans, products and services visit: www.acnpacific.com

For further information about pricing, other services available from ACN, the ACN Opportunity or becoming an ACN Independent Business Owner (IBO), please visit www.acnpacific.com




User Guide - ACN Inc. · Welcome to your new ACN Premium Wi-Fi Modem In this guide you will find...

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