Introduction
Residential voice (telephone) services delivered over our fiber network rely on electrical power to operate. Unlike traditional copper-based telephone service, fiber-based voice service will not function during a commercial power outage unless a backup power source is available.
In the event of a power outage and without an operational backup power source, voice service—including the ability to place or receive calls—will not be available. This includes calls to 911 emergency services.
Backup Power Availability
To support the continued operation of voice services during a power outage, backup power solutions may be available.
- Backup power options are designed to supply electricity to compatible voice service equipment during an outage
- Available solutions may include, but are not limited to:
- Approximately 8-hour standby battery backup systems
- Extended-duration battery backup options (including 24-hour or longer configurations, where available)
- Backup power solutions may be obtained:
- Directly from us, or
- From third-party vendors, provided they are compatible with the customer’s equipment
Limitations of Backup Power
A backup battery or power supply is intended solely to maintain voice service functionality during a power outage.
Backup power does not support or extend the operation of:
- Internet or Wi-Fi services
Television services - Cordless telephone handsets (unless separately powered)
- Home security systems, medical monitoring devices, or other third-party equipment
Customers are encouraged to maintain at least one corded telephone device to ensure voice service usability during outages.
Backup Power Duration and Performance
Actual backup duration may vary based on equipment condition, usage, and environmental factors.
- Standard backup batteries typically provide up to approximately 8 hours of standby operation
- Extended-duration battery options may provide longer operational time
- Actual talk time will reduce the total available standby duration
Backup batteries are consumable devices, and performance will degrade over time.
Purchase, Maintenance, and Replacement
Backup power equipment requires periodic maintenance and replacement.
- Batteries generally require replacement every 2–3 years, or sooner, depending on usage and condition
- Customers are responsible for monitoring battery health and replacing depleted or expired batteries
- Replacement batteries and upgraded backup solutions may be purchased through us or authorized third-party providers
Customer Responsibilities and Proper Use
To help ensure backup power functionality when needed, customers should:
- Follow all manufacturer instructions regarding installation, storage, and environmental conditions
- Periodically test backup battery operation
- Replace batteries that fail to hold an adequate charge or reach end-of-life status
Customer Notification
This disclosure is provided:
- At or prior to the time of service installation or activation
- Periodically thereafter, as part of ongoing customer communications
Questions and Support
If you have questions regarding backup power requirements, available options, or compatibility with your voice service equipment, please contact our Customer Care team for assistance.