Our Policies

Phone Modem Battery Policy


The telephone modem Bright House Networks’ parent, Charter Communications Operating, LLC and the subsidiaries providing you the services (“Spectrum”) provides does not come equipped with a backup battery. In the event of a commercial power outage, your telephone service will not work, including 911 services, unless you have a backup power source for both the modem and your home phone. For more information regarding backup batteries, including how to purchase a backup battery for your phone modem, please continue reading below.

Maintaining Telephone Service During An Electrical Outage

Spectrum’s Phone service requires a phone modem (also known as an MTA) that is powered by plugging it into an electrical wall outlet. In the event of an electrical outage, your modem will not receive power, just like a cordless phone, lamp or any other electrically powered device in your home. IF THE PHONE MODEM LOSES POWER, AND YOU DO NOT HAVE A BACKUP POWER SOURCE, YOUR TELEPHONE SERVICES WILL NOT WORK, INCLUDING 911.

A phone modem battery does not power a cordless telephone. Cordless telephones require power and will not operate during a power outage even if you have purchased a back-up battery for the phone modem. If you purchase a backup battery or other power source, you must also power your cordless telephone (or maintain at least one telephone that is not powered by an electrical wall outlet for use during power outages).

Availability of Backup Power Options

Customers have the option of purchasing a battery that provides back-up power to the phone modem during brief outages. Batteries are not included in our standard equipment rental because many of our customers prefer to avoid the extra cost of batteries by choosing to rely on mobile phones and/or provide their own backup power sources that can also power other equipment (like cordless phones).

You may purchase a backup battery from us for $40, plus applicable taxes. Pricing is subject to change. You may contact us at 1-855-222-0102 to order a battery. Self-installation instructions will be provided with the battery and are also available at support.brighthouse.com.

You may also be able to purchase compatible batteries for your phone modem at retail from a third-party provider. To obtain battery model numbers for your phone modem, please go to support.brighthouse.com.You are solely responsible for any damage that results from the attempted installation or use of a third party battery.


Service Limitations

The backup batteries that we offer do not provide backup power for our Internet access or video services. You may purchase back-up power solutions from third parties, such as an uninterruptable power supply (UPS), that can provide backup power for your phone and modem, but please note that many UPS devices only last for a short time period, especially when used to power multiple devices. 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. To use these alternatives to power your phone service, you must provide AC power to the phone modem.

We do 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, our network may experience other problems that would prevent normal operation of your services even if you supply backup power to your devices.

Battery Duration & Performance of Your Battery

The battery that you may purchase from us 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 outage, consider using your phone service sparingly to preserve battery life. The actual length of time that your phone 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 phone modem 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; (iv) the amount of prior usage of the battery; and (v) the type of phone connected to the phone modem, as power consumption varies. Batteries lose capacity with age, and a leading supplier of phone modem 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 phone modem 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 both the idle and the talk time available to you in an outage and the lifespan of your battery.

Testing & Monitoring Your Battery

We recommend that you check your battery at least every six months by checking the battery indicator while the phone modem is plugged in or by checking your Home Phone's functionality while the phone modem is unplugged. Detailed instructions for monitoring and testing your battery are posted at:support.brighthouse.com.

You are responsible for reviewing all safety and other guidelines and instructions from the manufacturer of any battery that you purchase from us. The battery manufacturer name can usually be found on the bottom or side of the battery unit. 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. BHN does not provide battery recycling or disposal, but you are encouraged to check www.call2recycle.org or call 1-800-8-Battery (1-800-822-8837) for a battery recycling location near you. Backup batteries are customer-owned equipment and should not be returned to us except upon our request. For information about how to dispose of your used battery, please refer to the manufacturer's web site or call them directly.


Warranty Information

If a battery does not work properly within one (1) year of the date that you purchase it from us, we will ship a replacement battery to you it at no additional cost.