Standalone High Speed Internet Table of contents Overview...3 Service Offering..8
Pricing......10 Service Delivery Process.16 Installation....33
Bell DSL Installation......36 Videotron Cable Installation.40 Support...45
Customer Rewards..48 Existing Customers.51 Overview Residential High Speed Internet offering without having to bundle with ACN Digital or Local Phone Service Both Bell DSL and Videotron Cable High Speed Internet Available in Ontario and Quebec
Up to 30 Mbps download speeds Industry Stats Bell and Videotrons broadband reach - 8 million locations! 86% of Ontario & 78% of Quebec households have High Speed Internet access Large Target Market Ideal for customers with no traditional home phone or cable telephone Growing market as younger households become wireless only
Setting Expectations with Your Customers Setting Expectations with Your Customers Standalone High Speed Internet Service Offering New Service Offering DSL Internet 7 Mbps, 10 Mbps, and 15 Mbps available in Ontario and Quebec (Bell footprint) Cable Internet 5 Mbps, 10 Mbps, 20 Mbps & 30 Mbps available in Quebec (Videotron footprint)
Ideal for residential customers without ACN Digital or Local & Long Distance phone service Plans starting as low as $41.99/month (including modem rental) Activation fee of $30.00 and $9.99 Shipping & Handling fee Rewards Card to offset upfront fees Professional installation if required 1 year term commitment Standalone High Speed Internet Pricing New Service Offering
DSL Internet Pricing: Speed* Ontario Quebec Up to 7 Mbps $46.99/month $44.99/month
Up to 10 Mbps $51.99/month $49.99/month Up to 15 Mbps $56.99/month $54.99/month
1 year term *Up to speeds based on optimal conditions; not all speeds available at all locations. New Service Offering Cable Internet Pricing: Speed* Quebec
Up to 5 Mbps $41.99/month Up to 10 Mbps $47.99/month Up to 20 Mbps $56.99/month
Up to 30 Mbps $60.99/month Competitively priced plans (includes modem rental) $30.00 Activation Fee and $9.99 Shipping & Handling Fee
$40 Rewards Card to cover upfront fees 1 year term Rogers Cable Internet in 2015!
*Up to speeds based on optimal conditions; not all speeds available at all locations Total ACN Standalone One Time Charges New Customers Installation Activation Shipping & Handling Total for New Customers One Time Charge
Waived! $30.00 $9.99 $39.99 $40.00 Rewards Card to cover all upfront fees New customers must complete the online redemption form within 30 days of placing their order and will not receive the reward card until service has been activated and remains in good standing for 120 days. It will take up to 6 weeks to receive the Reward Card after the 120-day period has passed. Main Objection Customer: I like the reliability of my Bell/Videotron Internet
service. ACNs High Speed Internet service uses many of the same network elements, high quality modems, and installation by same technicians as Bell & Videotron In addition, the customer has the opportunity to do business with someone they know Benefits Offer a solution for High Speed Internet Service for people who do not have home phone service Competitively priced; and similar to service customer is already getting
Customer Rewards card to offset upfront fees DSL modem is Wi-Fi enabled Customer is doing business with someone they know Standalone High Speed Internet Service Delivery Process Order Process Service Delivery Process
Pre-Order Preparation (Payment Methods) Ordering/Serviceability Installation Customer Communication Support Pre-Order Preparation Payment Methods:
A valid credit card with the understanding that the customer will be billed automatically each month for the service using this payment method. Name on credit card must match name on the account. (Can be changed once the service has been activated to an alternate credit card if desired) Pre-authorized debit and Paypal payments also accepted (Note: A 5 day hold applies on orders using these payment methods, as such your order and installation confirmation may be delayed) New Customer Orders Direct customers to your online store to sign up for Standalone High
Speed Internet Product will be available by clicking the High Speed Internet icon New Customer Orders Details regarding the offering can be found on the High Speed Internet page Customers should select Shop Now to proceed to the ordering portal
New Customer Orders After clicking Shop Now, customers will be directed to the ACN ordering portal Customers will reach this screen whether they order DPS or Standalone Internet Customers can choose between Digital Phone Service, High Speed Internet or bundling the two together
New Customer Orders A partial serviceability check is done when the customer enters his address and home phone number. New Customer Orders High Speed Internet packages and pricing will be displayed based on location
Requested speed subject to availability. If the desired speed is unavailable, ACN will provision the next highest internet speed New Customer Orders Once the customer chooses a speed, the Monthly Charge will be shown. New Customer Orders Once your customers package
has been selected they will be prompted to indicate their current phone and internet provider Customers will then be prompted to enter their preferred installation date and time
The last step is to provide any special instructions the technician may need when performing the site visit New Customer Orders The customer will then have to fill in the details regarding their account
Important things to keep in mind: Account name must match name on the payment method Customer should use their own contact information for Mobile Phone Number and Alternate Contact Phone Number
Email Address will be main point of contact between customer and ACN New Customer Orders Customers will now be asked to review ACNs Terms and Conditions and indicate that they accept by checking off the box shown below New Customer Orders
Prior to entering their payment information customers will be asked to confirm their shipping address. Customers have two options: Use the service address which will be pre-populated in the address field Enter a new shipping address by clicking Add New Address. Please note that ACN does not ship devices to P.O. Boxes
New Customer Orders Customers will now be asked to select their preferred payment method. Please note that the name on the account for the payment method must match that of the account holder Important Reminder: Customers opting to pay via Bank Account or Paypal will have a 5 day hold applied to their orders
New Customer Orders Once customers have submitted their payment information they will be given a summary of their order The summary will contain all pertinent information regarding their service request including:
Monthly and Upfront Fees Service Address
Shipping Address Important: customers must click Proceed to Payment in order to submit their order New Customer Orders Customers will now be given an Order confirmation
It is important to keep a copy of this page along with the order confirmation number This is the final step in the ordering process!
Customers will now receive emails detailing the progress of their orders Should customers have any questions regarding their orders they can reach ACN via our Toll-Free number, chat or email service Standalone High Speed Internet Installation
Important Things to Remember! Confirmation and communication of High Speed Internet availability may take up to 2 business days to communicate to the customer In some areas, ACN High Speed Internet may not be available even if Bell or Videotron Internet service is
currently available in that area. Possible reasons service may not be available include: Only Fibre to the Home available or no network facilities available Important Things to Remember! ACN will notify you of your installation date as soon as possible. Note, it may take up to 7 business days to receive confirmation of your due date Standalone High Speed Internet Bell DSL Installation
What can the customer expect from the Bell technician? Prepare the customer for the following: A service technician from Bell will be installing the service on ACNs behalf Technician installation includes: Unpacking and connecting the ACN modem to the jack Ensuring that modem jack is providing internet connectivity Connecting one PC, wired or wireless, to the modem where possible DSL High Speed Internet Customers
Scenario 1: Customer has existing Internet service 1.Customer selects installation date during ordering process 2.ACN confirms customers installation date and time 3.ACN dispatches a Bell technician to install the customers ACN Internet service 4.Once ACN High Speed Internet is active, the customer should contact their current provider to disconnect the existing Internet service DSL High Speed Internet Customers Scenario 2: Customer has no existing Internet service 1.Customer selects installation date during the ordering process 2.ACN confirms customers installation date and time
3.ACN dispatches a Bell technician to install the customers ACN Internet service Standalone High Speed Internet Videotron Cable Installation What can the customer expect from the Videotron technician? (If Technician is Required) Prepare the customer for the following: If required (see scenarios 2 & 3 that follow), a professional technician from Videotron will be installing the service on ACNs behalf
The technician is not responsible for installation of the modem Cable High Speed Internet Customers (Transfer) Scenario 1: Customer has Internet with Videotron Customer selects activation date during ordering process 1.ACN confirms the activation date to the customer, and that no technician visit is required 2.On the activation date, the customer unplugs their current modem and connects the new ACN modem using the installation guide included with the
modem 3.Once ACN High Speed Internet is active, the customer should return their existing equipment to Videotron Cable High Speed Internet Customers - Transfer Scenario 2: Customer has Internet + Phone Service with Videotron (Transfer Requiring a Technician) 1.Customer selects installation date during ordering process 2.ACN confirms the installation date to the customer 3.ACN dispatches a Videotron technician to install the new service 4.Once the installation is complete the customer connects their new ACN modem using the installation guide included with the modem
Cable High Speed Internet Customers (New Service) Scenario 3: Customer has no Internet service or has service with a DSL provider 1.Customer selects installation date during ordering process 2.ACN confirms the installation date to the customer 3.ACN dispatches a Videotron technician to install the new service 4.Once the installation is complete the customer connects their ACN modem using the installation guide included with the modem Standalone High Speed Internet Support
Support Installation Support This team is designed to provide your residential customer with assistance prior to service activation Customer should contact installation support to reschedule appointments, request additional field work, provide feedback or report issue with their service installation. This team can be reached at 800-886-2556 from: 8:30 a.m. to 10 p.m. ET, Monday through Friday and; Saturdays from 9 a.m to 5:30 p.m ET
Support Technical Support Once the customers service has been installed and is working as expected, support related calls are directed to our technical support agents. These agents are available by phone or by text message at 866-913-3445 from: Call Monday through Friday, 8 a.m. to Midnight and Saturday & Sunday, 9 a.m. to 9 p.m. ET Text/Chat Monday through Friday, 9 a.m. to 9 p.m. ET Email Response within 2 business days Standalone High Speed Internet
Customer Rewards Customer Rewards Redemption Process A $40 reward card is available for those customers that select Standalone DSL or Cable Internet Locate the details within the Customer Rewards section of myacncanada.ca
Only Internet customers who bundle with Digital Phone Service will be eligible for Strive for 5 Customer Rewards Redemption Process Customer must complete an online redemption form within 30 days of placing the order
Redemption form is available at myacncanada.ca & through IBOs storefronts The customers service must be active and in good standing for 120 days
It may take up to 6 weeks to receive the Reward Card after the 120 day time period has passed Standalone High Speed Internet Existing Customers Servicing Existing ACN Customers Existing ACN Phone Service Customers who want to add High Speed Internet should sign up through the customer portal to benefit from bundled pricing.
If Customer needs assistance placing their order they can contact ACN Customer Care. If ACN Digital Phone Service or Local and Long Distance customers add on High Speed Internet, they will be eligible for Strive for 5.
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