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Arris NVG589 battery backup
The Uverse equipment got upgraded some time ago to the Arris NVG589 modem. At the time, the technician swapping the equipment removed the separate battery backup unit previously provided, citing the new modem had an internal battery backup, making the giant box on the floor redundant.
Three days ago, the Uverse system audibly "hiccupped" and we could hear several loud clicks. I did some troubleshooting on the website (http://192.168.1.254) and was alerted that the battery was not charging or was missing. I called customer care and the CSR had me physically check the modem for the battery, except there isn't one. They can't order a battery so he ordered a new modem because if the power goes out, the Uverse system can stil have phone capability, but needs the battery for that to happen (and I need a wired phone). The replacement modem doesn't have a battery either. I called and a different CSR said this modem does not have one and if I wanted one, I could purchase it.
I've gotten inconsistent information, and it's frustrating that equipment was removed if it was in fact needed, then I am told two different pieces of information about this modem and backup battery from two different CSRs. I also do not find much information that I can use to answer my question either.
Now, if the first modem DID have the battery installed, when it was replaced, there was zero instruction to remove that battery and transfer it to the new replacement modem. So, if the original was supplied with the battery, that is long been sent back to AT&T already. I'm of the opinion that if they provide the equipment, and replace it, then either instructions should indicate to transfer the battery, or a replacement modem should be sent with a battery for it.
What is the correct information and where can I find it?