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Important Information About the Use of Your Cox Digital Telephone Service During a Power Outage

 We would like to make you aware of important information on the backup battery that is needed to maintain your home phone service during power outages.  If a backup battery for your Cox telephone equipment was not installed with your service, you may order backup batteries from Cox by calling (855) 324-7700 or visiting a Cox retail store.  The cost for an 8-hour battery from Cox currently is $29.99.  If you have a home alarm system, medical monitoring devices or other similar equipment that utilizes your telephone line to operate, you may need separate power supplies to operate those devices during a power outage in addition to backup batteries for each Cox telephone device located in your home.  If you have any questions about this information or need our assistance, please contact Cox Customer Support or review the information at www.cox.com/battery.

Read the Telephone Modem Battery Policy en espanol >

How to Maintain Telephone Service During a Power Outage

An Embedded Media Terminal Adaptor (also called a “telephone modem”) has been installed to provide Cox Digital Telephone service within your home.  Some customers whose homes are served directly by fiber optics may also have other Cox phone equipment at their home in addition to the telephone modem.  The telephone modem and other Cox telephone equipment work on household power, but you may purchase a backup battery for each device to ensure continued service during a power outage.  The backup battery for the Cox telephone modem provides up to 8 hours of standby service or up to approximately 4 hours of talk time using a corded phone connected directly to the telephone modem’s jack.  Please note that cordless phones require a power source separate from the backup battery for the telephone modem.  Cox recommends that you keep a corded phone for use during any electrical power outage and that during such outages you keep non-emergency calls to a minimum to prolong the life of any battery needed for the operation of Cox’s telephone equipment.  If the power outage lasts beyond the capability of the batteries being use, you will not be able to place or receive calls (including 911) until power is restored.  To avoid the loss of telephone service during prolonged outages, Cox recommends that you consider purchasing reserve backup batteries and rotate the batteries you have to help retain their charge.   

It Is Your Responsibility to Purchase and Monitor the Battery and Order a Replacement

You are responsible for purchasing a battery for each telephone modem and any other Cox telephone equipment being used and for ordering replacement batteries when necessary.  YOU ARE ALSO RESPONSIBLE FOR MONITORING THE BATTERIES CONNECTED TO THE COX TELEPHONE EQUIPMENT BEING USED IN YOUR HOME, AND CONTACTING COX WHEN BATTERIES NEED TO BE REPLACED. 

Your telephone modem has a battery indicator light on the front of the device, which displays the status of the battery.
  


 

The following table provides the status of your telephone modem battery.
 

Telephone
Modem
Model

Battery Light

Status

     Additional Information

Arris 502

Arris 602

602G

602R

6022

6024

Solid Green

Battery is Working

  Troubleshoot Arris TM502G Modem

  Troubleshoot Arris TM602 Modem

Flashing Green

Battery needs to be replaced

Off

No Battery

Cisco DPQ3212

Cisco DPQ3925

Solid Green

Battery is charged

  Cisco DPQ3212 eMTA Modem

  Cisco DPQ3925 eMTA Gateway

Blinking

Battery charge is low

Off

No Battery

Motorola 522:

522C

5220

5222

Solid Amber

Battery is Working

  Troubleshoot Motorola SBV5220 Telephony Modem

  Troubleshoot Motorola SBV5222 Telephony Modem

Flashing or Blinking

Battery not fully charged or power is off

Off

Battery needs to be replaced or is not properly installed

 

Please visit www.cox.com/battery for more information on how to monitor the health of the batteries used for your telephone modem and other Cox equipment and to purchase any replacement batteries when needed.  You may also contact Cox Customer Support for more information on monitoring procedures or on purchasing backup power for your telephone service. 

Under normal operating conditions, most batteries will not need to be replaced for several years; however, factors such as age and temperature could impact battery performance. Therefore, Cox recommends that you check your battery on a regular basis.  Similar to your fire alarm, you might consider checking your telephone modem battery at least twice a year. To protect the environment, Cox supports battery recycling and encourages you to consult www.cox.com/battery for instructions on recycling your used backup batteries.

Lifeline Customers

Lifeline customers may either have backup batteries installed with their service or receive free batteries by mail when their application for Lifeline is processed and they are determined to be eligible.  If you purchase a battery before you are deemed eligible for Lifeline you will receive a bill credit for the cost of the battery after your eligibility is established.  Lifeline customers are responsible for monitoring the health of any battery being used as discussed on this page, but will not be charged when they order replacement batteries.  Backup batteries for other Cox telephone equipment may not be available for self-installation.

Other Information on Installing and Maintaining Your Service and Battery Installation

Your phone modem needs to be placed near a cable outlet in order to connect to Cox’s network.  Please discuss any special needs you have with the Field Service Representative installing your service.  If you are installing services through our self-install process, please ensure that you place your telephone modem near a cable wall outlet and electrical outlet.  If you have any questions about telephone modem placement, please contact Cox Customer Support. If you do not feel comfortable installing your own battery, please call us to make an appointment; please note, however, that there may be a charge for this service.

Additional Battery Information

The Cox battery is warranted for one year. If the battery fails within one year, subject to manufacturers limitations, contact Cox by calling (855) 324-7700 or visiting a Cox retail store for a replacement.  The battery offered by Cox is designed to fit directly into your specific telephone modem and may not be available at retail stores.  Even if your telephone modem does not have multiple battery slots, you should consider purchasing additional backup batteries and rotate them to retain their charge. 

If you are interested in obtaining an alternative power source for your Cox telephone modem or other Cox telephone equipment in use, or other electronics that may need to be used during an extended power outage, please contact your local electronics or battery retailer for other possible options for an uninterruptible power supply (UPS) capable of supporting 120 VAC.  Such backup power devices may cost in excess of $100.00.  Cox cannot guarantee that batteries purchased from sources other than Cox will be compatible with the telephone modem or other telephone equipment provided by Cox.

The batteries for the Cox telephone modem and other Cox telephone equipment cannot provide power to any external communications devices that require electricity.  This means that during a power outage, cordless phones and adaptive telecommunications devices used by disabled customers (which require electricity) may not be available for use.  If you have a cordless phone for your daily use, Cox encourages you to keep a corded phone available for use during a power outage. For adaptive devices, please consult the manufacturer for options.

It is important to keep the batteries connected to the telephone modem and other Cox telephone equipment, if any, in order for the batteries to remain charged.  Removal of the battery from its proper place will cause it to lose its charge and you may be unable to place or receive calls during a power outage, including 911 calls.  If you store a backup battery, we recommend that you store it in a room where the temperature is generally above 41°F and below 90°F.  The telephone modem should be plugged directly into an electrical outlet and not connected to a power strip or an electrical outlet controlled by a wall switch.  If you do remove the battery from the telephone equipment being used, please make sure you remove and replace it carefully and avoid bending the pins in the equipment’s battery bay.  If you bend the pins, the equipment, especially the telephone modem, may not work properly or consistently on battery power during a power outage.  If this occurs, you must contact Cox to request new telephone equipment.  If we find that your telephone equipment or batteries have been damaged through improper use, Cox may assess a charge to replace the equipment. 

Important Liability Information

The telephone modem and any other equipment installed by Cox require power to operate properly. You have the obligation, among other things, to ensure that the telephone equipment being used is connected to electrical power at all times, that you have sufficient backup power supplies for electrical power outages, and that you regularly monitor the equipment’s batteries’ health.  Except for potential service or billing credits that depend in part on the cause and severity of the service disruption, Cox is not liable to you if you experience an interruption of service due to power outages, including failure due to the absence or insufficiency of battery backup power or an outage affecting the Cox network. 

If Cox is found to be grossly negligent in its installation or disconnection of your service, Cox will be liable for any direct damages to property or persons that result from such gross negligence. Under no circumstance will Cox be liable for punitive or consequential damages or lost profits. 

An audio rendition of this information can be heard at 877-873-0164.