2Wire Battery Backup failure

[leeno5]

Hello,

I had U-verse internet and phone installed 2/12/11 and the technician wasn't sure whether the battery he gave us would last, so he gave us a second battery as a backup.  The battery failed the same day and we replaced it with the second.  Well, the second battery failed the next day and we called AT&T so they sent another technician who replaced the battery and took the first two.

This morning we got the flashing red battery light again along with the beeping every second so I called AT&T.  They directed me to call Enersys, who provides the backup batteries.  They were closed for the weekend though and I couldn't get anyone.  When I was talking with AT&T tech support, they said it could take a while for Enersys to ship me a new battery and I'm concerned about how long my current one will last.  The tech support person says it's just a warning that I need to replace the battery soon.

I haven't had any power outages, and I'm wondering what will happen to my service if the battery dies completely.

To recap, I have 3 questions

1. If the battery dies, will I lose my phone/internet? Or will it work as long as it's plugged in.

2. Will I have to pay to get a new battery?  None of them lasted even 2 weeks.

3. Can I get another tech to bring a new battery like last time or do I have to deal with the battery manufacturer.

Sadly, I might cancel my service if I can't get this resolved.  I can't be switching batteries every 2 weeks, especially if I have to pay for new ones and wait a long time for them to arrive.

Thanks for any help.

[RCSMG ACE - Master]

Did the tech leave an ac power cable for your RG?  If so, if the battery goes out before the weekend.  Connect your RG to an ac power outlet and you will be good to go.  If the tech didn't leave a power cable and your battery dies you might be able to go to an ATT store and get one.  Make another call to ts and let them know what is going on with your battery.  You could have a more favorable outcome.

[jfw ACE - Czar · Accepted solution]

Which type of battery backup do you have? There's the Belkin BBU which is used on most standard installs and then there is a different BBU used for iNid installs. I came across this thread regarding an issue with an iNid BBU http://forums.att.com/t5/Receivers/Battery-Failure-on-iNid/m-p/2146669#M172.

From what I've read the average life expectancy of the Belkin battery is 2-4 years and ATT supplies the first one free and after that it's the customers responsibility. They run about $55 when ordering through ATT but I've seen them cheaper online, in your case there definitely is a problem and ATT should take care of it. As was previously suggested, call TS and ask for a Tier2 tech and explain whats going on, it's possible the whole BBU needs to be replaced, not just the battery.

[leeno5]

The tech did not leave any extra cables as far as I know.  It is a white box for the battery backup like the one in the picture in the AT&T tech support web site.  It is not the Belkin, I've called them and they told me it was the other kind.  I'm going to wait till Enersys gets back to me before deciding what to do.  If I don't hear from them by Monday, I'll try other options.  Thanks.

[RCSMG ACE - Master]

Call ts and request an ac power cable for your RG.  If you buy a bbu from another manufacturer you are going to need that cable to plug into the bbu.  The connector for the RG is a specific type and the new bbu will not have it.

[leeno5]

I had a tech come by yesterday and replace the entire power supply unit.  According to the tech, the problem was not the battery, but the computer inside the white power supply unit.  He said they'd gotten a whole pallet of defective units and yesterday alone he already did a dozen replacements. 

He didn't bring a new battery, just replaced the power supply unit and everything is green right now.  Hope this solves everything.

[RCSMG ACE - Master]

Enjoy

[tralphaz]

My psu and battery were replaced also because I was getting the bad battery mssg. a few days after the replacement the alarm went off again, I pushed the reset button on the backup unit, went into the router settings and disabled the "battery audible alert" and haven't had a problem with the battery since.