Important Information About the Use of Your Cox Voice 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 a battery from Cox is dependent on the type of modem or gateway and can be determined by calling the number above, visiting a Cox Solutions Store® or using the web link below. 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 Voice 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 order a backup battery for the Cox telephone modem and other Cox telephone equipment to ensure continued service during a power outage. The backup battery for the Cox telephone modem and other Cox telephone equipment provides up to 24 hours of standby service or up to approximately 12 hours of talk time using a corded phone connected directly to the telephone modem or gateway. 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 for ordering replacement batteries when necessary. YOU ARE ALSO RESPONSIBLE FOR MONITORING THE BATTERIES CONNECTED TO ANY COX TELEPHONE EQUIPMENT BEING USED IN OR ON YOUR HOME, AND CONTACTING COX WHEN BATTERIES NEED TO BE REPLACED.
Your telephone modem or gateway 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 or gateway battery.
Telephone Modem Model
Battery charge is low
Flashing or Blinking
Battery not fully charged or power is off
Battery needs to be replaced or is not properly installed
The battery is charged and ready
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.
How do I recycle the battery for my telephone?
If you order over the telephone, you will receive a preprinted FedEx label included with your new battery to use when returning the old battery, if you have one. You can also recycle your old battery at any Cox Retail Store.
What is the warranty?
The warranty period is one year.
Other Cox Telephone Equipment
Customers whose Cox Voice Telephone services are provided by fiber to their home may also have a Cox-installed telephone equipment in addition to a telephone modem or gateway. You will need to order the modem battery. The Cox technician installing the service will ensure that all batteries are functioning. You’re required to check the battery status of your telephone equipment on a regular basis.
There are two types of battery backup units:
1) Battery Backup Units On the Outside of the House
The battery backup unit on the outside of the house is located in a small utility cabinet. After opening the utility cabinet, which may require a screwdriver, locate the backup battery unit as shown below.
• Lights on the front of the backup battery unit indicate telephone equipment powering status.
• If the red light is flashing, contact your Cox Customer Care representative to schedule a service appointment for battery replacement.
2) Battery Backup Units Connected to an Optical Network Terminal (ONT)
A battery backup unit connected to an ONT requires twelve D cell 1.5 volt batteries which are provided during the initial installation. There is a battery test button labeled “test” on the front of the unit which will light up from zero to three LED red lights depending on the battery level.
• With one light or less the batteries should be replaced.
• When replacing batteries, replace all of them at the same time using new batteries.
• It is suggested that customers keep an extra set of 12 D cell 1.5 volt batteries available.
Lifeline customers have the same backup battery options as all other residential customers. Cox makes available backup battery options for purchase and those backup batteries may either shipped and self-installed at no additional charge or professionally installed for an additional charge. All residential customers, including Lifeline customers, are responsible for monitoring the health of any battery being used as discussed on this page. Backup batteries for other Cox telephone equipment may not be available for Easy Connect.
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 Easy Connect 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 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.
Upon initial installation, the batteries take approximately one week to reach 100% capacity. Until full capacity is reached, standby and talk time will be less than specified. The batteries will self-initiate a recalibration cycle (the battery will slowly discharge over a few days and
then recharge over a few days) every 180 days to both condition the battery and to gauge its capacity. During the recalibration cycle, standby and talk time may be less than specified. Regular monitoring is essential and your responsibility, but batteries will deteriorate over time and lose capacity. Therefore, it is recommended that all batteries be replaced every three years. You may order backup batteries from Cox by calling (855) 324-7700 or visiting a Cox retail store.
If you are interested in obtaining an alternative power source for your Cox telephone modem or gateway 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. Backup power devices vary widely and may cost in excess of $500.00. Cox cannot guarantee that batteries purchased from sources other than Cox will be compatible with the telephone modem or gateway or other telephone equipment provided by Cox.
The batteries for the Cox telephone modem or gateway 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 or gateway 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 or gateway 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 all equipment batteries’ health including other telephone equipment necessary for fiber fed homes. 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.