ACN High Speed Internet + Voice
& ACN High Speed Internet + Voice Videotron Territory: Qubec Table of Contents OverviewP 3
Service OfferingP 5 PricingP 7 Service Delivery ProcessP 12 Order Process.. P 18 Installation & Support.. P 36 Address Changes.... P 50 Rewards CardP 53 Overview Videotron Cable Internet has almost 1.6 million subscribers!
Residential High Speed Cable Internet offering with upto 30 Mbps download speeds Standalone Internet or Bundled with Voice Available in Videotron footprint across Quebec ACN High Speed Internet Bundled & Standalone Service Offering ACN High Speed Internet
5 Mbps, 10 Mbps, 20 Mbps & 30 Mbps speeds available inQubec Standalone Plans starting as low as $41.99/month Price includes modem rental Activation fee of $30.00 and $9.99 Shipping & Handling fee* Rewards Card to offset upfront fees for Standalone Internet Professional installation included (if required) 1-year term commitment *Waived when bundling with Voice! ACN High Speed Internet Bundled & Standalone QUBEC
Competitively priced plans (includes modem rental) Save when you Bundle! 1-year term *Up to speeds based on optimal conditions. ** Bundled Rewards Card is $50 when transferring number to ACN; and $110 when taking a new number.Customers taking a new number will pay one- time fees of $60.97 which includes the following fees: equipment, activation, and shipping. Download Speed* Upload Speed* Bundled Internet + Voice Standalone ACN Internet 5 Mbps 1 Mbps $62.99 $41.99 10 Mbps 1.5 Mbps $68.99 $47.99 20 Mbps $77.99 $56.99 30 Mbps $81.99 $60.99 Activation Fee Waived $30.00 Shipping & Handling Fee $9.99 Rewards Card** $50 $40 ACN Offers Higher Speeds at Lower Rates
ACN Bundled High Speed Internet + Voice Pricing Comparison ACN Offers Higher Speeds at Lower Rates ACN Videotron Cable** Speed* 5 Mbps 15 Mbps 20 Mbps 30 Mbps 5Mbps 10 Mbps Usage Capacity 300 GB 20 GB 60 GB 130 GB Internet $33.00 $39.00 $48.00 $52.00 $35.95 $49.95 $53.95 Home Phone $29.99 $33.95 Long Distance N/A $14.95 Total Monthly Price $62.99 $68.99 $77.99 $81.99 $84.85 $98.85 $102.85 Shipping & Activation Fees Rewards Cards/Promotions $50.00 Total 2 year Cost for Existing Videotron Customers $1,461.76 $1,605.76 $1,821.76 $1,917.76 $2,036.40 $2,372.40 $2,468.40 ACN Savings vs Existing Videotron Customers $574.64 $550.64 ACN Savings vs New Videotron Customers*** $475.79 $451.79 Monthly pricing for ACN and Videotron Cable includes modem rental fee. *Up to speeds based on optimal conditions. Not all speeds available at all locations. **Videotron Home Phone assumes Residential Plus plan at $33.95/mo + $14.95/mo Long Distance plan (Unlimited NA minutes included).*** Videotron offers a $30 discount ($5 off for 6 months) on Internet & a $68.85 discount ($22.95 off for 3 months) on Home Phone for new customers. ACNs phone service is the Home Unlimited World Plan, and the $60.96 one-time fees are waived when the customer transfers their number. Competitive pricing valid as ofAugust, 2015. NEW CONTENT NEEDED Standalone ACN High Speed Internet Pricing Comparison
ACN Videotron Cable Speed* 5Mbps 15 Mbps 20 Mbps 30 Mbps 10 Mbps Usage Capacity 300 GB 20 GB 60 GB 130 GB Monthly Price $41.99 $47.99 $56.99 $60.99 $45.95 $59.95 $63.95 Shipping & Activation Fees $39.99 Rewards Cards/Promotions** $40.00 $120.00 Total 2 Year Cost for Existing Videotron Customers $1,007.75 $1,151.75 $1,367.75 $1,463.75 $1,162.75 $1,498.75 $1,594.75 ACN Savings vs Existing Videotron Customers $155.00 N/A $131.00 ACN Savings vs New Videotron Customers** $35.00 $11.00 Monthly pricing for ACN and Videotron Cable includes modem rental fee.*Up to speeds based on optimal conditions. Not all speeds available at all locations.**Videotron promotion is for new customers only and is $120 off Internet ($10 for 12 months); New Videotron customers also paya $59.95 fee for installation and activation. Competitive pricing valid as ofAugust., 2015. NEW CONTENT NEEDED Benefits Competitively priced; and similar to service customer isalready getting Save money versus competition (Videotron) Customer Reward card to offset upfront fees Eligible for Strive for 5 (when bundled with Digital PhoneService) Customer has relationship with IBO Main Objection Customer: I like the reliability of my Videotron Internetservice. ACNs High Speed Internet service uses many of thesame network elements as Videotron.Also, ACNsmodems are Videotron certified, and installation isperformed by Videotrons technicians In addition, the customer has the opportunity to dobusiness with someone they know ACN High Speed Internet Bundled & Standalone Service Delivery Process Setting Expectations with Your Customers
Customer chooses an installation date (Typically 2-3 weeks out fromorder date) Service and speed availability will be confirmed after the order issubmitted this can take up to 2 business days for the customer to benotified If the speed selected is available, customers desired speed will be ordered If the speed selected is unavailable, the next highest speed will be provisioned. Should thecustomer wish to cancel as a result of the desired speed not being available, then the customerwill need to contact Customer Care prior to installation to cancel the High Speed Internet order Customers will be contacted viawith status updates on progress of orders Setting Expectations Customers will receive an ACN High Speed Cable modem in order to ensure the highestlevel of service quality. The modem will arrive at the customers premises prior to the activation/installationdate If your customer has existing Internet service with Videotron: Ensure that they cancel their existing service once ACNs connection is installed Warn the customer that a win-back attempt may be made when they call to drop service Respond with: Why would you stay with a company that hasnt given you their bestpricing until you want to leave? Service Delivery Process
Pre-Order Preparation Ordering/Serviceability Installation Customer Communication Support Pre-Order Preparation
Payment Methods: A valid credit card with the understanding that the customer willbe billed automatically each month for the service using thispayment method.Name on credit card must match name on theaccount. (Can be changed once the service has been activatedto 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 bedelayed). Pre-Order Preparation
Confirming Serviceability for High Speed Internet If you are unsure of whether your potential customerqualifies for Videotron Cable Internet service withACN, you may pre-qualify their address using theVideotrons retail website. New Customer Orders Direct customers to youronline Storefront to signup for Standalone HighSpeed Internet. Product will be availableby clicking the HighSpeed Internet icon. New Customer Orders Details regarding the offeringcan be found on the Internetpage. Customers should selectShop Now to proceed to theordering portal. New Customer Orders After clicking ShopNow, customers will bedirected to the ACNordering portal. Customers can choosebetween Digital PhoneService, High SpeedInternet or bundling thetwo together. New Customer Orders A partial serviceability check isdone when the customer entershis address and home phonenumber. New Customer Orders High Speed Internetpackages and pricing will bedisplayed based on location. Requested speed subject toavailability. If the desiredspeed is unavailable, ACNwill provision the nexthighest internet speed. New Customer Orders Once the customer chooses a speed, the Monthly Chargewill be shown. New Customer Orders Once your customerspackage has beenselected, they will beprompted to indicate theircurrent phone andinternet provider. Customers will then beprompted to enter theirpreferred installationdates and times. New Customer Orders The customer will then have to fill in the detailsregarding their account. Important things to keep in mind: Account name must match name on thepayment method Customer should use their own contactinformation for Mobile Phone Number andAlternate Contact Phone Number. Videotrontechnician will call Mobile number if bothnumbers are provided Address will be the main point of contactbetween customer and ACN New Customer Orders (VoIP)
If bundling Internet with Digital Phone Service, Customer will be asked to reviewACNs DPS Terms and Conditions and indicate that they accept by checking off theboxes shown below. New Customer Orders (Internet)
Customers will now be asked to review ACNs High Speed Internet Terms andConditions 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 confirmtheir shipping address. Customers have two options: Use the service address which will be pre-populated in the addressfield. Enter a new shipping address by clicking Add New Address. Pleasenote 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 mustmatch that of the account holder. Important Reminder: Customers opting to pay via Bank Account or PayPal willhave a 5-day hold applied to their orders. New Customer Orders Once customers have submitted theirpayment information they will be given asummary 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 toPayment in order to submit their order New Customer Orders Customers will now be given theconfirmation of their order It is important to keep a copy of thispage along with the order confirmationnumber This is the final step in the orderingprocess! Customers will now receivesdetailing the progress of their orders Should customers have any questionsregarding their orders they can reachACN via our Toll-Free number, chat or service ACN High Speed Internet
Existing Customer Orders Adding ACN High Speed Internet
Existing Digital Phone Service customers will be able toadd-on Cable service via the Add High Speed Internetlink on their customer portal Customers will be asked to provide preferred time anddates for the installation/activation of their service A modem will be shipped to the customer and a technicianmay be dispatched to install the service For more details, see Installation section starting on slide36 Switching to ACN Cable High Speed Internet
Customer opting to switch to Cable service from their existing ACN DSL connection will beable to do so using their customer portal by selecting the Switch to Cable High SpeedInternet Service function in the Modify your Internet Service Plan menu Customers will be asked to provide preferred time and dates for the installation of theirservice A modem will be shipped to the customer and a technician will be dispatched to install theservice. If your customer needs a WiFi network at home, or simply needs to connectmultiple devices, ACN recommends purchasing a wireless router such as the LinksysE1200 Customers will be required to return their existing DSL equipment once the Cable installation is complete Important Reminders Customers adding on or switching to Cable from DSL will be charged upfront fees for their order: Activation Fee: $30.00 Shipping and Handling Fee: $9.99 When requesting a switch to Cable from DSL, customerswill need to return their DSL equipment to avoid a non- returned modem fee ACNs provisioning team will keep your customers postedon the progress of their orders via ACN High Speed Internet Bundled & Standalone Installation Important Things to Remember
Confirmation and communication of High Speed Internetavailability may take up to 2 business days tocommunicate to the customer. In a very small percentage of cases, Cable Internet maynot be available even if Videotron Internet service iscurrently available in that area. ACN will notify you of your installation date as soon aspossible. Note, it may take up to 7 business days toreceive confirmation of your due date ACN High Speed Internet Customers
Scenario 1 - Transfer: Customer has Internet with Videotron but does not have phoneservice Customer selects activation date during ordering process.Name on ACN order must match name onVideotron account ACN will confirm the activation date with the customer. No technician visit is required On the activation date, the customer will unplug their current modem and connect the new modem using theinstallation guide included with the device Once ACN High Speed Internet is active, the customer should return their existing equipment to Videotron ACN will disconnect their existing Videotron internet service on behalf of the customer NOTE: If the customers modem is rented it must be returned to Videotron to cancel the account ACN High Speed Internet Customers
Scenario 2 - Transfer: Customer has Internet and Phone Service with Videotron Customer selects activation date during ordering process.Name on ACN order must match name onVideotron account ACN will confirm the activation date with the customer. A Videotron technician visit is required On the activation date, the customer will unplug their current modem and connect the new modem using theinstallation guide included with the device Once ACN High Speed Internet is active, the customer should return their rented equipment to Videotron ACN High Speed Internet Customers
Scenario 3:Customer has no Internet service or has service with a DSL provider Customer selects installation date during ordering process ACN will dispatch a Videotron technician to install the new service Once the installation is completed the customer will connect their modem using the installation guide includedwith the device Once ACN High Speed Internet is active, the customer can cancel their DSL service and return their existingequipment to their DSL provider (if applicable) What to expect from the Videotron technician?
Prepare the customer for the following: A service technician from Videotron will be installing the serviceon ACNs behalf The technician will install a cable to the customers specifications Technician will check signal strength at the jack or cable locationof customers choice and activate the service What to expect from the Videotron technician?
Prepare the customer for the following: The technician is not responsible for installation of the modem. Customers should use the installation guide found with themodem to connect the device Note: it may take up to 10 minutes for the modem to connect tothe internet *ACN recommends the Linksys e1200 wireless router
Important Reminders If your customer needs a WiFi network at home, or simplyneeds to connect multiple devices, ACN recommendspurchasing a wireless router*. *ACN recommends the Linksys e1200 wireless router ACN High Speed Internet Bundled & Standalone Support Support Installation Support
This team provides your residential customer with assistanceprior to service activation. Customer should contact installation support to rescheduleappointments, request additional field work, provide feedback orreport issues with their service installation. This team can bereached at from: Monday to Friday: 8:30 am to 10:00 pm ET Saturdays: 9:00 am to 5:30 pm ET Support Technical Support
Once the customers service has been installed and isworking as expected, support related calls are directed to ourtechnical support agents.These agents are available byphone or by text message at from: Call Monday through Friday, 8 am to Midnight andSaturday & Sunday, 9 am to 9 pm ET Text or Chat Monday through Friday, 9 am to 9 pm ET ACN High Speed Internet
Online Customer Portal Online Customer Portal
ACN Cable Internet customers benefit from thefollowing features on their Online Customer Portal: View your invoices Manage Payment Methods Increase your Internet speeds And More! Online Portal: Standalone Internet Customers
Existing ACN Standalone Cable Internet customers willbe able to add-on ACN Digital Phone Service from theircustomer portals! Customers adding on Digital Phone Service will benefitfrom lower rates on their internet service! ACN High Speed Internet
Address Changes High Speed Internet Address Changes
Scenario 1: New Customer no existing service with ACN Only active ACN customers may request a service address change Customers without an active connection with ACN should request an address change with their existingprovider prior to transferring their service to ACN Scenario 2: Existing ACN Customer with Stand alone High speed Internet and Voice Service The customer will retain their existing equipment The move cannot be requested more than 30 days in advance In the Videotron footprint, the minimum time for a service address change request is 10 business days A technicians visit is required to process a service address change Address changes cannot be completed if the account to a outstanding balance Address changes cannot be processed on public holidays High Speed Internet Address Changes
Important Things to know for the Installation at the new address: Customer should contact ACN Customer Service to request an address change and provide a requesteddue date not more than 30 days in advance Confirmation and communication of the availability of ACN High Speed Internet may take up totwo business days to communicate to the customer ACN will notify of the customer of their installation appointment date 48 to 72 hours after theaddress change has been requested The technician may call prior to arriving at the new customers premises ACN will dispatch a Videotron technician to install the service at the new address Once the installation is complete the customer will connect their modem using the Quick Installation Guideavailable on myacncanada.ca The customers existing internet connection, at their original address, will be disconnected once theirservice has been installed at the new address ACN High Speed Internet Bundled & Standalone Customer Rewards Customer Rewards Redemption Process
A $100 reward card for those customers that selectStandalone ACN High Speed Internet $100 reward card if ACN High Speed Internet + Voice Locate the details within the Customer Rewardssection of myacncanada.ca Customer Rewards Redemption Process
Customer must complete an onlineredemption form within 30 days of placing theorder Redemption form is available atmyacncanada.ca & through IBOs storefronts The customers service must be active and ingood standing for 120 days It may take up to 6 weeks to receive theReward Card after the 120-day time periodhas passed