Our Policies

Bright House Networks Phone Modem Battery Policy

Bright House Networks Phone service requires a phone modem (also known as an eMTA) 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. In this case, your Phone service, as well as home monitoring, security alert services, or medical services (like E911), will not be available.

Your phone modem may or may not have a backup battery. If your phone modem is equipped with a battery it may enable backup service in the event of a power outage for a limited period of time or not at all, depending on the circumstances. If your local Bright House Networks system loses power or experiences other service issues, the battery in your phone modem will not provide backup service and your Phone service will not be available. A phone modem battery does not power cordless phones or other equipment connected to the telephone line that requires electricity from your Premises.

Bright House Networks does not guarantee the performance of any backup battery. A backup battery is designed to provide temporary power to the phone modem in the event electrical power in the home is lost. The 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) whether a backup battery remains properly installed in the phone modem; (ii) whether a backup battery is properly charged; (ii) the condition and age of a backup battery; and (iii) the amount of Phone usage when the phone modem is utilizing power from a backup battery.

It is your responsibility to provide, maintain, monitor, and/or replace a backup battery. Please visit support.brighthouse.com to learn how to determine when your backup battery needs replacement and to order a replacement battery.