• General
• ACN Fun
• SayACN
• ACN-2-ACN+
• ACN SayMore
• ACN Smart
• ACN Voicemail
• Billing & Payment Methods
• Messaging & Multimedia
• Number Portability

If your ACN Independent Representative submits your application for an ACN Mobile subscription online, there is an extensive selection of numbers that can be chosen. You will not be able to choose or select a number if your application is submitted using the paper Mobile Telephone Agreement. Orders submitted by fax or mail will be assigned a number.

Yes, these calls are available for free with SayACN and the ACN-2-ACN+ calling plans. The ACN Fun calling plan offers a reduced rate for ACN-2-ACN calls.

No, ACN offers a SIM-only mobile product. You can use any unlocked GSM handset (dual-, tri- or quad-band) capable of operating in the standard GSM 1800 frequency range. Some older handsets (from D1 or D2) may only operate in the 900 frequency range and therefore will not work with ACN’s mobile service within Germany.

The contract period for new customers is 12 months. Existing customers who migrate to ACN Fun, SayACN or the ACN-2-ACN+ calling plans will be subject to a 6 months binding contract period in addition to their current remaining contractual commitment.

Simply insert a SIM card from a different network operator than the one currently being used into the phone. If the phone works it is unlocked.

Yes. If you have a locked handset from your current provider, your provider is obliged to give you the unlock code after one year, regardless of your current contract period. You can then unlock your phone and use it with an ACN SIM card.

Residential and business users can apply for up to 3 subscriptions.

Yes, with roaming ACN’s mobile subscriptions will work outside of Germany, wherever E-Plus has a roaming agreement.

Yes. With an ACN Mobile subscription you are automatically provisioned for roaming outside of Germany. Coverage is based on E-Plus international roaming agreements. GPRS roaming is only available on selected networks in selected countries. For more information click here.

For details on network coverage please visit the E-Plus website: http://eis03sn1.eplus-online.de/evinternet/index.html.

Yes, by simply entering **04*PIN code*new PIN code*repeat new PIN code# after inserting the new ACN Mobile SIM card into your phone.

You will receive your PIN and PUK codes in your ACN welcome letter. If you have lost your PUK code, you can request it to be emailed to you via DeinACN Mobile. You will only receive an email reminder of your PUK code if you have entered a valid email address in DeinACN Mobile.

Yes, but this is currently not available.

ACN’s SIM card allows you to store up to 250 numbers.

You should immediately report it to ACN by contacting our Customer Service department. You can call the same number outside of our opening hours to report this via our IVR system. Your subscription will then be blocked to prevent unauthorised use.

No. You can, however, request this via DeinACN Mobile, and select the directory service you would like your listing to appear in.

ACN uses the network of E-Plus to offer mobile services. Some phones display only E-Plus, and other phones display E-Plus together with ACN.

Currently ACN does not support UMTS, however, our SIM card is UTMS capable.

DeinACN Mobile is secured using a "thawte" Digital Certificate. This ensures that all information you send to us via the World Wide Web will be encrypted. Please click on the "thawte" Trusted Site certificate when visiting DeinACN Mobile to demonstrate our commitment to keeping your data secure.

All the changes that do not require a signature can be made by calling ACN’s Customer Service department.

You can access and view information for up to 6 months following cancellation, however, changes can no longer be made.

Yes, calls to other ACN Mobile subscribers are charged at a reduced rate.

Yes. Please refer to note 17 of the current price list for more detailed information.

Calls and SMS to other ACN Mobile and E-plus subscribers within Germany are free of charge.

No.

SMSes will not be charged if they are sent to subscribers on the E-plus network.

Yes. Please refer to note 17 of the current price list for more detailed information.

No.

The inclusive minutes are only valid for national calls to fixed and mobile numbers.

Yes. If you do not use the allocated monthly minutes, you can use the remaining minutes during the following month, for one month only. If you upgrade or downgrade your ACN-2-ACN+ calling plan, you will not be able to transfer unused minutes.

Yes. Please refer to note 17 of the current price list for more detailed information.

You can migrate to one of the ACN-2-ACN+ plans that have an equivalent or higher amount of bundled minutes free of charge. For example, if you are an ACN SayMore50 customer you can switch to the ACN-2-ACN+50 plan or any of the other plans in the ACN-2-ACN+ series at no charge. If you would like to switch to the ACN Fun or SayACN calling plan, or downgrade to one of the ACN-2-ACN+ plans that has a lower amount of bundled minutes, a migration fee will apply. Please refer to note 12 of the current price list for more detailed information.

Yes. If you do not use the allocated monthly minutes, you can use the remaining minutes during the following month, for one month only. If you upgrade or downgrade your ACN SayMore calling plan, you will not be able to transfer unused minutes.

No. Unused ACN-2-ACN minutes cannot be transferred.

There is no time limit within which you have to use the credit amount added to your account.

Yes, you will still be able to call the emergency number 112.

Yes, you will still be able to receive calls, SMS and voicemail messages whilst in Germany, but all outgoing chargeable services will be barred.

It is simple to add credit to your ACN Smart subscription. Log in to DeinACN Mobile and go to ‘Top Up Your Handy’.  Alternatively, dial 01803 000933 to access our IVR (Interactive Voice Response) system and choose the Top Up option from the menu. You will need the password stated in your Welcome Letter to use this option. This password is required to confirm your identity, ensuring that only you can increase your credit.

You can Top Up your ACN Smart subscription in multiples of €10, €20 and €30 to a maximum of €150 per calendar month. If you would like more credit than the maximum amount specified, simply contact ACN’s Customer Service department.

The minimum top-up amount is €10.

No. You can only top-up your account via direct debit.

Minimum usage only applies to national calls to fixed and mobile numbers.

If you are currently using the ACN Smart or ACN Easy calling plan you can switch to the ACN Fun plan or one of the ACN-2-ACN+ plans free of charge. If you would like to switch to the SayACN plan, a migration fee will apply.
Please refer to note 17 of the current price list for more detailed information.

Yes, ACN Voicemail is free with all of our calling plans and contains extensive user functionality to ensure you won’t miss a thing!

ACN’s voicemail system is simple to use. Please click here for instructions.

Simply dial 9911 from your mobile phone at anytime to listen to and manage your messages.

To reach your voicemail from another phone (fixed or mobile) dial your own mobile number. Interrupt the greeting phrase by entering ‘*’ and then enter your voicemail PIN code. You will then be able to hear your messages.

Yes. When outside of Germany the voicemail dial in number is +49 177 9911. Normal roaming charges will apply and you will only be able to reach your voicemail from your own mobile phone. You will need your voicemail PIN code to access your mailbox from another country. Please note, however, that this number may not work on selected networks. For more information click here.

There is no cost to listen to your messages. ACN’s voicemail service is FREE of charge when retrieving messages with your own phone within Germany. Roaming charges apply when retrieving voicemail from another country.

All national calls are charged on a 60/1 basis, which means that the call is charged the full per minute rate for the first 1-60 seconds and thereafter in per second increments. All international and roaming calls (both making and receiving calls whilst in a foreign country) are charged on a per minute basis.

ACN offers payment by direct debit or bank transfer. Charges will apply to payments made by bank transfer.

A charge of €25.60 is applied for the connection fee and your SIM card.

You must have an MMS compatible phone that is configured with the required settings to send MMS. These settings are available to download here.

The ACN SIM card will already be preset with the number to our SMS centre so you can start sending SMS immediately.

Your can store as many SMS messages as your phone memory will allow.

You can store as many MMS messages as your phone memory will allow.

If you have a GPRS compatible phone that is configured with the required settings, you can use the high speed internet access. These settings are available to download here.

You will not be charged an upgrade/downgrade fee. Your monthly fee will increase/decrease according to the new data option chosen and the change will be effective from the 1st of the following month. Please submit your request to ACN at least 2 business days before the 1st of the month.

No. Unused SMS or GPRS data volumes cannot be transferred.

No.

You will be able to use GPRS, but will not be able to access the designated E-Plus i-mode™ portal. If you are currently not using the E-Plus network, you will have to configure your phone with the required GPRS settings to use GPRS. You can download these settings here.

Yes, ACN supports Number Porting, which will allow you to keep your existing mobile number, subject to the termination of your contract with your current provider. It is possible to transfer both pre-paid and post-paid mobile numbers to ACN.

Before requesting Number Portability, you must arrange termination of your contract or prepaid service by submitting a cancellation form to your current provider by fax and mail. You are responsible for any termination charges or porting-out fees charged by your current provider.

Within 2 weeks, you will receive written confirmation of your request to cancel.  At this stage, with the help of your ACN representative, you must submit a completed Mobile Telephone Agreement, and Number Porting Agreement, and provide your representative with a copy of the termination confirmation from your current provider.

Once your current provider approves the Number Portability Application, you will receive a confirmation letter from ACN.  Closer to the porting date, you will receive a Welcome Letter and SIM card.

On the porting date, replace your old SIM with your new ACN Mobile SIM, which will become active during the day of porting.

Please note that numbers can only be transferred if the account is in your name.

Yes, however, a porting-out fee will be charged.

The length of the porting process will vary, and can take several months.

To terminate post-paid services, you must typically provide your current provider with 3 months advance notice. If the completed application forms are submitted to ACN in time, we will aim to transfer your number on the day your current service terminates. For pre-paid services, and in some other cases, you may be without mobile service for a few days while the porting process is completed.

If your number was terminated within the last 3 weeks, and you have all the required documentation, Number Porting can be completed in approximately 9-10 days.

If your number was terminated more than 3 weeks ago, your number can no longer be ported.  Please apply for a new phone number via your ACN representative.