Before contacting support, try restarting your internet equipment. This resolves many temporary connection issues.

1. Turn off your modem, router and connected network equipment.
2. Leave all equipment switched off for at least 60 seconds.
3. Turn the modem or connection device back on first.
4. Wait for its connection lights to stabilise.
5. Turn your router back on and wait several minutes.
6. Reconnect your device and test the connection again.

Do not press the small factory reset button unless instructed by the ACE support team, as this may remove your service settings.

Test your connection using a computer connected directly to your router with an Ethernet cable whenever possible.

• Pause downloads, backups and streaming services.
• Disconnect unnecessary devices temporarily.
• Move closer to the router when testing Wi-Fi.
• Restart your modem and router.
• Run more than one speed test at different times.

Wi-Fi speed can be affected by distance, walls, interference and the number of connected devices.

• Place the router in an open and central location.
• Keep it away from metal objects and electrical appliances.
• Avoid placing the router inside a cupboard or on the floor.
• Test your connection closer to the router.
• Consider a mesh Wi-Fi system for larger properties.

To help us investigate quickly, please provide:

• Your name and ACE account details.
• The service address.
• When the issue began.
• Which devices are affected.
• The status of the lights on your modem or router.
• Any error messages you have received.
• The troubleshooting steps you have already completed.

Server names vary between hosted services. Check the account information supplied by ACE or contact support before changing your existing settings.

IMAP keeps your email synchronised across your phone, computer and webmail. It is the recommended option for most customers.

POP normally downloads messages to one device and may remove them from the server, depending on its configuration.

Check that:

• Outgoing server authentication is enabled.
• Your complete email address is used as the username.
• The correct password has been entered.
• Port 465 or 587 is configured with the appropriate security.
• Your mailbox is not over its storage limit.

You can access your mailbox through the ACE Webmail login using your complete email address and email password.

1. Confirm that your internet connection is operating.
2. Check the network and power cables connected to the phone.
3. Restart the handset or phone system.
4. Wait several minutes for the phone to register again.
5. Check whether other phones at the premises are affected.

VoIP services require power and a working internet connection. They may not operate during a power failure unless backup power equipment is installed.

• Check whether the internet connection is also slow.
• Pause large downloads and cloud backups.
• Restart the router and affected handset.
• Record the time and destination of affected calls.
• Contact ACE if the problem continues.

Internet-based telephone services rely on mains power and an active internet connection. During a power or internet outage, calls to Triple Zero (000) may not be available through your VoIP service.

Always keep an alternative method of contacting emergency services, such as a charged mobile phone.

Account Manager provides access to available account and service management features.

Contact the ACE team for assistance. For security, we may need to verify your identity or confirm that you are authorised to manage the account before making changes.

Contact ACE as early as possible before moving premises or making changes to your service. Availability, installation requirements and transfer times can vary by location and service type.