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iaACN NBN Overview for IBOs

• The NBN is a wholesale only provider

• The NBN is an Australia wide project to upgrade the existing fixed line phone and internet network infrastructure. The aim is to provide high speed broadband access to all Australians.

• Due to the nature and size of Australia, NBN plans to use a mix of technologies to deliver the NBN, using best fit solutions for each area, which is referred to as the Multi Technology Mix (MTM), scheduled for completion in 2020.

What is the NBN?

By 2020, over 8 million homes and businesses in Australia who will have access to the NBN.

As at December 2014, 766,009 premises were NBN Ready, with 318,816 of these having already connected to the NBN. This number is forecasted to grow to 1.4 million serviceable homes by December 2015.

NBN - IBO Opportunity

NBN – Multi Technology Mix (MTM)

Technology Est. % of all Premises

Fibre-to-the-Premises (FTTP) 24%

Fibre-to-the-Node (FTTN)/Basement (FTTB)

42%

Hybrid Fibre Coaxil (HFC) 28%

Satellite & Fixed-Wireless 6%

Once 90% of an area has been passed by NBN, the area is deemed Ready For Service (RFS) and Service Providers, such as ACN, can start to sell their NBN services within that area.

Approximately 2 weeks after RFS, a Cease Sale (CS) commences. This means:

• Customers can only sign up or transfer existing voice and broadband services to an ACN NBN Plan – this is because the copper network will be disconnected to the Fibre-to-the-Premises (FTTP) homes 18 months after CS.

• Traditional ACN Voice and/or DSL services can no longer be connected once CS commences.

Copper disconnection for other technologies (MTM) are yet to be confirmed.

NBN ‘Time to Switch’ – Fibre-to-the-Premises (FTTP) Technology

Get Connected to NBN

• If an address isn’t serviceable by NBN yet, register your interest online at acnpacific.com.au/NBN/register-your-interest

• ACN will then contact you via email when your address becomes ready for service. Encourage your existing customers to also register.

• This applies to all ACN Customers (Mobile, VoIP, Energy, DSL, Phone & Naked)

• ACN will proactively contact existing broadband (ADSL & Naked) customers when their copper is to be disconnected.

• Check the NBN Rollout Map on acnpacific.com.au/nbn/rollout-map to check when the NBN rollout is planned for you and your customers areas.

Register Your Interest

In March 2015, ACN revamped their NBN offer and launched Fixed Wireless^ technology, thereby expanding the NBN serviceable footprint accessible by IBOs and ACN customers.

•50GB, 250GB & 500GB data allowances

•12/1 Mbps, 25/5 Mbps and 100/40 Mbps speed options*

•12 month contract term

^: Customers within fixed wireless footprint can receive speeds of up to 25/5 Mbps*: Speeds achieved may vary

ACN NBN Plans – Broadband Only

Currently, ACN offers 24 month contract NBN + Voice plans.

•50GB, 250GB & 500GB data allowances

•12/1 Mbps, 25/5 Mbps and 100/40 Mbps speed options*

•Generous call inclusions and competitive call rates

* Speeds achieved may vary. Customers within fixed wireless footprint can receive speeds of up to 25/5 Mbps

ACN NBN Plans – NBN + Voice

Naked (Broadband Only) Plans3 customer points + 100% commissionable

Bundled (Broadband + Voice) Plans4 customer points + 100% commissionable

ACN NBN IBO Compensation

Customer points will be awarded from the date of successful credit check and based on correct and complete information provided by the customer at the time of their online sign up.

IBOs should allow 24 hours for points to appear in their Personal Customer List (PCL) from the date of their customer’s successful credit check (not the date of online sign-up).

ACN NBN Customer Points

ACN NBN Customer Sign-up

via acnpacific.com.au/NBN and IBO Direct Storefronts

1. Choose either a NBN Broadband or NBN + Voice Service

2. Decide a monthly data allowance – 50GB, 60GB, 250GB or 500GB

3. Choose speed requirements -- 12/1 Mbps

4. -- 25/5 Mbps5. -- 100/40 Mbps6. Click “Check Availability”

-- Enter either a home phone number or service address.

Note: If NBN is not available, your customer can register their NBN interest online and/or choose from alternate voice and/or broadband plans that will be presented.

Online Sign-up Process

5. Proceed to online sign-up if address is NBN serviceable

6. Select the mandatory D-Link hardware device

Note: This is a plug and play device preconfigured for quick and easy set-up.

Online Sign-up Process

To ensure a successful NBN order, customers must ensure they accurately complete the NBN Service Details section, by:

Nominating their existing Broadband Service Provider from a drop down list or choosing “No Provider” if they do not have a current broadband service.

Online Sign-up Process

Nominating whether they would like a new phone number or wish to keep their existing phone number.

If a customer chooses to port their existing phone number to ACN NBN, they must ensure they provide:

1. Their existing 10-digit phone number including area code2. Their existing service provider – choose from a drop down list3. Their existing account number – which can be found on their

existing provider’s invoice

Online Sign-up Process

What to expect

• After your order has been submitted, ACN’s provisioning team will submit the order in the wholesale supplier database

• Based on the type of work required for the service, an appointment & date will be determined for a technician visit if necessary. The date is determined by the first available appointment on NBN database.

What to expectThe activation timeframes are provided below:

Please note: these activation timeframes are best effort. There can be delays to the activation of the service which are out of ACN’s control, but we will strive to connect your service as quickly as possible.

NBN Appointment ScheduleThe activation timeframe is dependent on the Service Class applicable to the address.

Appointment dates are on a first come, first serve basis, and are the same for all Retail Service Providers (RSP). There are no RSP’s who receive preferential treatment from NBN.

ACN are provided “next available” appointment schedules which are not locked in until the ACN NBN Specialist makes contact with your customer and then reconfirms back with NBN.

In order to secure “next available” appointments the ACN NBN Specialist will attempt to contact your customer 4 times (via 3 phone calls and 1 email) within a 24-hour period.

Customers must confirm their appointment within 24-hours from the time the appointment email is sent (if they are unable to take the ACN NBN Specialist’s calls during business hours.)

Failure to promptly confirm an appointment date with the ACN NBN Specialist will result in a forfeit of the appointment. NBN will provide another appointment block, but this will not be “next available” and can add to significant delays in your customer’s NBN service activation.

NBN Appointment Schedule

Your customer can either confirm or seek an alternate appointment with NBN by contacting the ACN NBN Specialist.

1.Call 1300 732 023 Monday to Friday 9am – 5pm (AEDT) to speak to the ACN NBN Specialist.

1.Call 1300 732 023 after hours to leave a voice message: stating name, service address and confirmation (or decline) of NBN appointment.

1.Email NBN@acnpacific.com.au advising name, service address and confirmation (or decline) of NBN appointment.

Contacting the ACN NBN Specialist

Service Classes 1 & 2 Installation Timeline

Timeline example of best case scenario where the customer:1.Successfully completes online sign up and passes credit check within 48-hours,2.Secures the “next available” NBN appointment, and3.Confirms their appointment with the ACN NBN Specialist within 24-hours.

Successful NBN service qualification

check.

Proceed to online

sign up.

Order confirmation email sent.

Credit checksuccessful(pending

completion of accurate

online order).

Customer points appear in PCL within 24-hours of successful

credit check.

NBN advise ACN service

class of customer’s

order.

ACN NBN Specialist contacts customer (up to 4

times) with “next

available” NBN

appointment.

If applicable.

Customer confirms

appointment via phone or email within

24 hours.

ACN secures NBN

appointment and email

confirmation is sent to

the customer.

Dispatch of modem by courier to

the customer’s

service address.

Courier will leave calling

card if customer can’t take receipt of

modem for collection at

Australia Post.

NBN weekday

appointment connecting

NBN to premise (either a 2-4 or <8

hour appointment

).

Someone (over 18) must be

home during Technician’s

visit.

ACN Welcome Email sent confirming customer’s successful

NBN activation,

and advising their modem is ready to install and connect to the NBN service.

DAY 1 DAYS 2-3 Up to DAY 5 DAYS 6-7 DAY 7Between

2-6 WEEKS +24 HOURS

Service Class 3 Installation Timeline

Timeline example of best case scenario where customer:1.Successfully completes online sign up and passes credit check within 48-hours,2.Customer is at home to accept delivery of modem from courier.

Successful NBN service qualification

check.

Proceed to online

sign up.

Order confirmation email sent.

Credit checksuccessful(pending

completion of accurate

online order).

Customer points appear in PCL within 24-hours of successful

credit check.

NBN advise ACN service

class of customer’s

order.

ACN NBN Specialist contacts

customer to advise NBN activation

date*

Confirmation email sent.

Dispatch of modem by courier to

the customer’s

service address.

Courier will leave calling

card if customer can’t take receipt of

modem for collection at

Australia Post.

ACN Welcome Email sent confirming customer’s successful

NBN activation,

and advising their modem is ready to install and connect to the NBN service.

DAY 1 DAYS 2-3 Up to DAY 5 DAY 7 DAY 8-9 +24 HOURS

*Activation date will usually

occur after your

customer takes receipt

of their modem.

Allow up to 2 business

days.

Customer Communications ACN will send a schedule of email communications to your customers keeping them informed of their NBN provisioning schedule.

1.An online sign up email confirmation2.Up to 3 phone calls (and if necessary, email) to advise them of their NBN Technician appointment(s)3.An acknowledgement email outlining their confirmed appointment(s) and other important information4.A welcome email, sent within 24-hours of NBN service activation advising their service is live, that they can connect and activate their modem.

IBOs will be able to track the order progress of their customers NBN service via their Personal Customer List (PCL)

The NBN provisioning process is dictated by NBN (not ACN). Therefore your customers will be provisioned by NBN along the same timelines as any other NBN reseller, such as Telstra.

Because it can take anywhere from 3 days – 6 weeks* (depending on service class) for a NBN service to be connected and activated, to minimise any delays, customers are advised to:

1.Ensure entry of correct and complete information during online sign up.2.Expect to receive a phone call or email from the ACN NBN Specialist within 5 working days of their successful online sign up. 3.Confirm their appointment with the ACN NBN Specialist via phone or email within 24-hours of contact / email sent.

* Please note: these activation timeframes are best effort and there can be delays to the activation of the services which are out of ACN’s control.

Important Information for your Customers

4. Customers who are unable to attend the NBN “next available” appointment, are recommended to nominate someone over the age of 18 to stand in for them and make decisions on their behalf, either family or a friend.

5. Where an appointment date is not suitable for the customer, alternate appointment blocks will be recommended by the ACN NBN Specialist. However, it can take several weeks for another appointment block to be secured with NBN.

6. Alternate appointments blocks will not be “first available” and are not secured until confirmation is received back from the NBN. All appointments are only held for 24-hours and forfeited if not confirmed within 24-hours.

Important Information for your Customers

7. Your customers must ensure at least 2 business days notice is provided if an appointment needs to be changed or cancelled. A hefty cancellation fee of up to $400 will be issued by the NBN and passed on to the customer via ACN.

8. Customers should not disconnect existing broadband or voice services prior to activation of their new NBN service. In most instances, the customer will not need to do anything. However, they will be instructed by ACN on what needs to be done, if anything, after their NBN service is activated.

9. Since ADSL and NBN run on two different technologies, existing customers will be able to order their new NBN service alongside their existing ADSL service, so there won’t be downtime, and they can continue to use their service until their new NBN is connected.

Important Information for your Customers

To perform an ACN NBN Service Qualification check, visit acnpacific.com.au/NBN/check-availability

To find out when NBN is coming to your place, visit acnpacific.com.au/NBN/rollout-map

For more information on the ACN NBN Plans, visit acnpacific.com.au/NBN

To register your NBN interest with ACN, visit acnpacific.com.au/NBN/register-your-interest

For comprehensive information on NBN, we recommend visiting nbnco.com.au

More Information & Useful Links