Telephone Modem Battery

Solution

Residential Customers: To learn more about Residential Voice backup batteries, see Telephone Equipment Battery Questions and Answers.

The telephone service installed by Cox may utilize an Internet and Voice modem or other equipment that includes one or more batteries.

In the event that a power outage occurs, the battery or batteries provide up to eight hours of power to operate the device. While in most cases the batteries will not need to be replaced for several years, it is recommended that you check the status of your battery regularly.

Alarm System Responsibilities

For customers who have alarm systems or other critical voice lines, refer to the Cox Business Commercial Service Agreement for more information regarding your responsibilities as it relates to alarm systems.

Modem Status Indicator Lights

All of the Internet and Voice modems Cox uses for telephone service have up to eight status indicator lights. The number of lights depends on the number of telephone lines the modem can support and how many are installed. The status indicator lights are clearly marked. Usually, the Battery status indicator light will be located on the left-hand side of the status indicator light field. On some models, the Battery and Power status indicator lights are reversed.

Battery indicates the status of the battery in the modem and Power indicates whether AC power is available to the unit. Both of these status indicator lights should produce a steady green light.

image of modem model

See the table below for statuses indicated by the battery and power lights.

Note: For more information about Voice Cox-Purchased Equipment (CPE) devices, contact us.

Telephone Modem or Gateway Model	Battery Light	Status
Arris Models TM402 TM502 TM504 TM508 TM512 TM602 TM604 TM608 TM822 TM804 TM9202	Solid Green	No problem
	Flashing Green	Action required
	Off	Battery missing / not installed
Motorola Models 522C 5220 5222	Solid Amber	No problem
	Flashing or Blinking	Battery not fully charged or power is off
	Off	Battery is discharged or not properly installed

Potential Corrective Actions

Here are a few troubleshooting steps you can try on your own.

If the Power Light is off or flashing, check the power source to ensure the device is plugged into a wall outlet or power strip. If it is plugged into a power strip, ensure the switch is on.
Ensure the power cord is tightly connected to the device.
If the device is connected to a power strip, bypass the power strip and plug the device directly into a wall outlet.

If the above actions do not result in the status lights displaying a solid green light, contact us immediately.

Customer Premise Equipment Status Indicator Lights

Cox Business deploys other Customer Premise Equipment (CPE) to support critical voice lines delivered over Cox’s network. This equipment includes the Vantiva TM9202, Adtran IADs, and a Vertiv UPS device, which usually include eight-hour battery backup options. The following equipment is included.

Vertiv UPS GTX5-500LVRT2UXL UPS
Vertiv GXT5-EBC36VRT2U External Battery Cabinet
Vertiv RDU101 network management card

image of vertiv battery

See the table below for Vertiv UPS unit indicator light details.

Device Model	Power Light	Battery Light	Status
Vertiv UPS + Battery	Solid	Solid Green	No problem
		Solid Amber	Battery backup active
		Off	No power

Additional Questions and Answers

View the following questions and answers about Internet and Voice Modem Batteries and other CPE.

How will I know if the battery in the equipment Cox installed is working properly?

There are several “Status Indicator Lights” on the front of the Internet and Telephone modem and other CPE. Under normal circumstances, the light labeled “Battery” will provide a steady green light. If it is blinking or is off, there are a few quick checks you can do that may correct the situation:

Check the commercial power source to ensure the device is plugged into a wall outlet or power strip. If it is plugged into a power strip, ensure the switch is on.
Ensure the device's power cord is tightly connected to the device.
If the device is connected to a power strip, bypass the power strip and plug the device directly into a wall outlet.

If the above actions do not result in the status lights displaying a solid green light, contact us immediately.

How long will my phone service last if the commercial power fails in my building?

Usually, the battery in your Cox provided Internet and Telephone modem or other CPE should last about eight hours under normal operating conditions. This capacity will slowly diminish over time, as does the effectiveness of any battery. The battery powers the device and will not sustain service during a network outage. If you connect equipment not owned by Cox to the Cox-provided device, you are responsible for ensuring that the equipment you’ve provided functions in a power outage or other emergency.

How much capacity is available if the device battery status indicator light is blinking?

The battery status indicator light will begin to blink when the reserve capacity of the battery in your device reaches about 60 minutes. If the commercial power supply to the device is turned off, the battery status indicator will begin to blink much sooner. This condition may or may not have anything to do with the expected reserve capacity of the battery. Blinking indicates a low charge and does not necessarily indicate the battery’s capacity to charge is low.