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FCC Battery Backup Disclosure

Maintaining Telephone Capability During Electrical Outages

MetroCast’s telephone service requires a modem (also known as an eMTA) that is powered by plugging it into an electrical wall outlet.  IF THE EMTA LOSES POWER, YOUR TELEPHONE SERVICES WILL NOT WORK, INCLUDING 911 AND ANY HOME, SECURITY OR MEDICAL MONITORING THAT RELIES ON OUR TELEPHONE SERVICE.  In the past, MetroCast often included a backup battery in many of the eMTAs that it provided to its customers.  However, MetroCast does not represent that such complimentary batteries were, or in the future will be, included with its eMTAs, that such batteries were, or in the future will be, provisioned new or that such batteries can be expected to supply backup power for continued use of telephone service during a power outage for any length of time.  Customers wishing to guarantee that their MetroCast eMTA includes a battery rated to last eight hours in a power outage may purchase a new battery from MetroCast for an additional one-time charge.  If you received a battery from MetroCast without charge, you will not be charged for keeping the battery for use with your MetroCast eMTA, but charges will apply if you order a replacement battery from MetroCast.  You are responsible for making your own decision about whether or how to supply back-up power for your telephone service. 

Cordless telephones require power and will not operate during a power outage even if you have purchased a back-up battery for your MetroCast eMTA.  If you purchase a backup battery or other power source, MetroCast recommends that you maintain at least one corded telephone to use during power outages.

Available Backup Power Options

MetroCast offers new batteries for purchase by its telephone customers for $18 plus shipping and any applicable taxes.  Self-installation instructions will be provided with the battery and are available at https://www.metrocast.com/support/user-guides/.  Please contact MetroCast at 1-800-952-1001 to order a battery. 

Warranty Information:  If within the first ninety days after you receive a battery purchased from MetroCast, you notify MetroCast that the battery is not working properly, MetroCast will ship a replacement battery to you at no additional cost.  If you have an ARRIS eMTA, you may be able to obtain a battery directly from ARRIS; please see http://shop.surfboard.com/arris-telephony-modem-back-up-batteries/ for information. You may also be able to purchase a compatible battery for your MetroCast eMTA at retail from a third-party provider.  Please search the eMTA manufacturer’s product materials for your model of eMTA to assure that a battery is compatible with the device.  If you are not certain that a battery is compatible, such as the correct voltage, we recommend that you instead purchase the battery from us.  You are solely responsible for any damage that results from the attempted installation or use of a third party battery.  MetroCast makes no warranties with regards to any battery that is not purchased from MetroCast.

The batteries that MetroCast offers for purchase do not provide backup power for MetroCast’s Internet service.  You can purchase back-up power solutions from third parties, such as uninterruptable power supplies (UPS), that can provide backup power for your telephone and Internet service, but please note that many UPS devices only last for a short time period, especially when used to power multiple devices.  In addition, your MetroCast telephone and Internet service will only work if MetroCast’s network is operational, even if you have a back-up solution such as a UPS device in use.  You may also wish to consider deploying other back-up power alternatives that may be available from electronics retailers, such as solar chargers, car chargers or mobile charging stations that may be more useful for extended outages.  Please note that eMTA batteries typically can only be re-charged through a powered eMTA, so to use these alternatives to power your telephone service you may need to choose an option that can provide AC power to the eMTA. 

Performance and Monitoring of Your Battery

The battery that you may purchase from MetroCast is rated by its manufacturer to last for at least 8 hours in idle mode, when the battery is new.  The battery is intended to enable users to make short, emergency or other urgent telephone calls.  During an extended power outage, use your telephone service sparingly to preserve your battery life. The actual length of time that your telephone service will be available during a power outage depends on many variables, including, but not limited to, the following:  (i) the amount of phone usage when the eMTA is utilizing power from a backup battery; (ii) whether a backup battery is properly installed and charged, such as whether it has had an opportunity to fully recharge after a prior outage; (iii) the condition and age of a backup battery; and (iv) the amount of prior usage of the battery.  Batteries lose capacity with age, and a leading supplier of eMTA batteries has advised that the expected lifespan of an installed battery is 6-10 years.  Battery performance is likely to degrade if the battery or eMTA is stored at temperatures outside of normal room temperature (59-77°F), or if it is frequently discharged and charged.  Failure to adhere to these proper storage and usage conditions will reduce the talk time available to you in an outage and the lifespan of your battery.

YOU ARE SOLELY RESPONSIBLE FOR TESTING, MONITORING, AND REPLACING YOUR BATTERIES ON A REGULAR BASIS.  MetroCast recommends that you check your battery at least every six months by checking the battery indicator while the eMTA is plugged in or by checking your telephone’s functionality while the eMTA’s power is unplugged.  For instructions on installing, testing and maintaining a battery, please review the user guide for your MetroCast eMTA which can be found at https://www.metrocast.com/support/user-guides/.    

MetroCast does not guarantee uninterrupted telephone services even to customers that have working backup batteries or other power supplies.  In some instances, such as during a weather event, MetroCast’s network may experience other problems that would prevent normal operation of your services even if you supply power to your devices.

If you are concerned that the battery life of one of MetroCast’s batteries may not be sufficient, you may choose to purchase one or more extra batteries that can be installed in succession during an extended outage after the power in the first battery is exhausted.  Extra batteries should be stored at room temperature and should be rotated into the eMTA at least once per year to recharge the battery.  Please note that you may need to press a reset button on the eMTA for it to boot from battery power if a new battery is installed when no AC power is provided.    

Batteries are customer-purchased equipment and should not be returned to us except upon MetroCast’s request.  MetroCast does not provide battery recycling or disposal, but you are encouraged to check www.call2recycle.org or call 1-800-8-Battery (1-800-8-228-8379) for a battery recycling location near you. For information about how to dispose of your used battery, please refer to the manufacturer’s web site or contact them directly. The battery manufacturer name can usually be found on the bottom or side of the battery.   

You are responsible for reviewing all safety and other guidelines and instructions from the manufacturer of any battery or other backup power supply that you use with MetroCast’s services.  Do not place batteries into fire, intense heat, or liquids.  Do not attempt to open or modify battery packs, and avoid skin contact with cracked or leaking batteries.

Fiber-to-the Home (FTTH) Customers

If you are a Fiber-to-the-Home (FTTH) customer, the following notices are applicable in addition to those set forth above.  You are a FTTH customer if you have an optical network terminal (also known as an ONT) installed at your residence.  MetroCast’s FTTH telephone service requires an ONT that is powered by a power supply plugged into an electrical outlet.  IF THE ONT LOSES POWER, YOUR TELEPHONE SERVICES WILL NOT WORK, INCLUDING 911 AND ANY HOME, SECURITY AND MEDICAL MONITORING THAT RELIES ON OUR TELEPHONE SERVICE, EVEN IF YOUR EMTA IS BEING POWERED BY A BACKUP POWER SOURCE.  IF YOUR EMTA IS NOT POWERED BY A BACKUP POWER SOURCE, YOUR TELEPHONE SERVICES WILL NOT WORK, EVEN IF YOUR ONT IS BEING POWERED BY A BACKUP POWER SOURCE.

In the past, MetroCast often included a backup battery in many of the ONTs that it provided to its customers.  However, MetroCast does not represent that such complimentary batteries were, or in the future will be, included with its ONTs, that such batteries were, or in the future will be, provisioned new or that such batteries can be expected to supply backup power for continued use of telephone service during a power outage for any length of time.  Customers wishing to guarantee that their MetroCast ONT includes a battery rated to last eight hours in a power outage may purchase a new ONT battery from MetroCast for an additional one-time charge.  If you received a battery from MetroCast without charge, you will not be charged for keeping the battery for use with your MetroCast ONT, but charges will apply if you order a replacement battery from MetroCast.  You are responsible for making your own decision about whether or how to supply back-up power for your telephone service and your ONT.

MetroCast offers new ONT batteries for purchase by its telephone customers for $18 plus any applicable taxes plus $40 for the installation of such battery by MetroCast (unless the battery is being installed during a service or installation appointment for which you are already being charged an installation fee or that is complimentary due to a promotional offer).  Please contact MetroCast at 1-800-952-1001 to order an ONT battery. 

You may also be able to purchase a compatible battery for your MetroCast ONT at retail from a third-party provider.  Please search the ONT manufacturer’s product materials for your model of ONT to assure that a battery is compatible with the device.  If you decide to purchase an internal compatible ONT battery from a third party, we require that you have MetroCast install this battery for you at a cost of $40 for the installation of such battery (unless the battery is being installed during a service or installation appointment for which you are already being charged an installation fee or that is complimentary due to a promotional offer).  You are solely responsible for any damage that results from the attempted installation or use of a third party battery.  MetroCast makes no warranties with regards to any battery that is not purchased from MetroCast.

The ONT battery that you may purchase from MetroCast is rated by its manufacturer to last for at least 8 hours in idle mode, when the battery is new.  Please see “Performance and Monitoring of Your Battery” above for best practices in using, monitoring and maintaining your ONT battery, which is similar to the eMTA battery in those respects.  For instructions on monitoring your MetroCast ONT battery, please review the user guide for your MetroCast ONT battery which can be found at https://www.metrocast.com/support/user-guides/.   

ONT batteries must be recycled.  ONT batteries purchased from MetroCast should be returned to MetroCast for proper recycling. 

Warranty Information:  If within the first ninety days after you receive an ONT battery purchased from MetroCast, you notify MetroCast that the battery is not working properly, MetroCast will install a replacement battery at no additional cost to you. 

INSTALLING OR REPLACING YOUR TELEPHONE MODEM BATTERY

Click here for print-ready installation instructions

 

TESTING YOUR ONT BATTERY

After the purchase and installation of your replacement battery, you will want to periodically test your ONT battery to ensure it is operational in case of a commercial power outage.

Click here for print-ready instructions for testing your ONT Power Supply