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ONT battery backup

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ONT battery backup

The backup battery on my ONT for the Uverse system started beeping last night, and the replace battery light is red. I tried to talk to two different AT&T employees this morning and they were completely lost about what I was talking about, even though I explained very clearly what, and where the battery was. I wasted 40 minutes of my time and finally I gave up since I had to leave.

Does anybody know what I am talking about? You know that back up battery that is placed inside a white plastic box, sometimes in the garage, or closet, etc.?

Please refer me to the right department at AT&T who can take care of this issue.

Thanks!

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Message 1 of 9
ACE - Expert
Solution
Accepted by ACE - Expert (ACE - Expert)
Accepted by skeeterintexas
‎09-19-2016 3:43 PM

Re: ONT battery backup

Backup battery power, maintenance, and replacement are the customer's responsibility

 

Read more HERE

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Message 2 of 9
Contributor

Re: ONT battery backup

Thanks skeeterintexas, I forgot to mention tha the battery is still under warranty and that is why I was contacting AT&T, to have it replaced. I just need to know where to call.

Message 3 of 9
Expert

Re: ONT battery backup

@jaywhy67  Contact ATT Uverse Care on the link in my signature below, by Need Help?

Send them a Private Message, on this link, and they should be able to give the help needed to solve your Uverse service ONT BBU in-warranty problems.

 

Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply, possibly by email instead. They can do more than any phone rep and stick w/it till it's done. Good luck Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Message 4 of 9
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Employee
Solution
Accepted by topic author
Accepted by jaywhy67
‎09-21-2016 6:00 AM

Re: ONT battery backup

ATT does not provide the warranty, you would need to contact the battery manufacture.

 

Again, once upon a time the company provided the initial battery. 

After installation the battery and all responsibilities became the owners.

 

Since July 2015, now everything is on the customer.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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Message 5 of 9
Contributor

Re: ONT battery backup

My old ATT Uverse router had an external battery supply by Belkin.  I had the same problem, but when I talked to AT&T, they send a new router with an internal battery.  With the internal battery, ATT tech can monitor the battery state.

 

Also, the new router is much better.

Message 6 of 9
Employee

Re: ONT battery backup

The company may have sent a new gateway that has an internal battery compartment.

The compartment would be empty, you would need to purchase and install the battery to power the VoIP circuit in case of power outage. The battery in standby state would last about 4 hours, less if actually use the phone.

 

The gateways with inside compartments are the 589, 599, 5268.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 7 of 9
ACE - Expert

Re: ONT battery backup

I got a new modem a few months ago and as stated, the battery compartment was empty.  I ordered the battery online for abut $30.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 9
Teacher

Re: ONT battery backup

How do I get the ONT battery connector/harness? The plug looks proprietary, and I can't find it anywhere online.

 

MVIMG_20180103_124138.jpg

Message 9 of 9
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