Sonic recognizes the importance of your home phone line, especially in an emergency situation. Sonic’s home phone services offer peace of mind by providing a reliable means of communications if an event occurs that might impact cell phone coverage or infrastructure.
Be advised that while home phone service cannot be guaranteed in every circumstance there are steps that you can take to optimize reliability. These steps differ based on the type of service you have.
In general, to ensure operation in a power outage:
For data services (internet and WiFi), no matter what type of service you have you always need a battery backup device (UPS) for your network equipment (modem, router, gateway).
Voice service with Fiber and IP broadband services requires a UPS (battery backup) device.
Fusion DSL voice services utilize powered phone lines that do not require battery backup as long as you are using a corded home phone.
Cordless home phones require a UPS since they need power to their base stations.
For details by service type, please see below.
Not sure which type of service you have? Call Sonic Support at 1-855-394-0100 and we can assist.
Fiber Voice and Data Battery Backup
Voice/Data Service (Fiber)
Sonic Fiber voice service utilizes VoIP (Voice-Over-IP) technology contingent on data connectivity and operates differently from a traditional landline. Without a backup battery (otherwise known as a UPS or uninterruptible power supply), your Sonic Fiber data and voice service will disconnect if you lose power.
Sonic Fiber is powered by your Sonic Optical Network Terminal (ONT). Your ONT is located where your Sonic Fiber connection enters your home. The most common ONT is a small white box about the size of a deck of cards.
If your ONT is correctly connected to the UPS your Sonic Fiber service will remain active during a power outage for as long as your UPS allows. A traditional landline phone (a phone without a separate power cable) connected to the ONT’s telephone jack will be able to get dial tone and make and receive calls. Note that any powered phone equipment (cordless base stations, digital phones) will need to be powered by a UPS or power generator during a power outage. Data equipment connected to your ONT, including a Sonic-provided modem/router or WiFi router, will also need to be powered by a UPS or power generator during a power outage in order to function.
How to Acquire a UPS for Fiber Service
Sonic offers two battery backup options when you order Sonic Fiber service: one providing 8 hours of backup power ($99+tax) and one providing 24 hours of backup power ($299+tax). Purchases of UPS’s through Sonic, prior to installation, come with free technician installation and are warranted for one year. See more about our warranty terms here. If your Sonic service has not yet been installed, you can request a backup battery from your Sonic technician during your service installation.
Alternatively, you can purchase a UPS from a retailer such as Amazon. In order to support your Sonic Fiber voice service the battery purchase should provide a minimum of 75 watts and 125 VA (volt amps). Sonic recommends a dedicated UPS for the Sonic Fiber phone equipment and our specifications are based on powering only the Sonic Fiber phone equipment.
Note: Once you purchase your UPS from Sonic or a retailer, you are responsible for continuous monitoring, replacement, and any events that occur during a power outage.
Please also note:
ANY powered equipment connected to the telephone line will NOT work during a power outage (e.g. telecommunications devices used to assist customers with disabilities may require their own battery).
In the event of a power outage, limit the use of your backup power to voice emergency calling only.
Sonic Battery Backup Warranty
Sonic offers a one year warranty on all UPS purchases purchased directly from Sonic. Sonic will not provide replacement equipment unless a defect has occurred. If a defect arises during the one year warranty period, Sonic will exchange the product for a new UPS or refund the original purchase price. This warranty is only applicable if you remain at the address where the battery was first installed. This warranty covers only those defects that arise as a result of normal use of the battery.
Your UPS should be easily accessible at all times in case of an emergency. Battery performance will be diminished if not kept in dry conditions within a temperature range of 32° F to 113° F (0° C to 45° C). Battery performance can also be reduced by the age of the device and the number of power outages.
UPS Installation
Outlined below are few different options for installation of your UPS. If you would like to request a UPS from Sonic, you can do so at the time of ordering service or you can ask your installer during your installation.
If you request your UPS from Sonic prior to your installation or during your installation, our Sonic installation team will take care of installing it for you at no extra charge. The UPS must be installed adjacent to the ONT (Optical Data Terminal).
If your Sonic internet has already been installed without battery backup you can purchase a UPS from a retailer such as Amazon and install it yourself. This can be accomplished by connecting the UPS to a power outlet, unplugging your Sonic Fiber-to-the-Home ONT (Optical Network Terminal) power supply, and connecting the ONT power supply to the UPS. For more details, refer to the battery manufacturer’s website.
Customer Battery Monitoring
Regardless of the source of your UPS, you are responsible for monitoring and battery replacement. Don’t forget to regularly monitor your UPS. Most batteries have a ‘status’ light on the top of the unit. Typically, a green light means that the unit is working properly and a red light means that the battery needs to be replaced. For more specific questions, contact the battery manufacturer listed on the UPS.
See the table below for the indicators to look for when monitoring Sonic-supplied equipment:
- Sonic Battery Type
- PSI 8 hour battery backup (NXG-Vision Micro UPS, model #PS18L-U2)
- Monitoring - ‘Indicators’
- Lights: the “battery” light will be solid green if your battery is fully charged. If your battery is not fully charged, the light will be solid red. The “system status” light will be green if the system indicates a normal mode of operation.
- What to do
- If either of these indicators are showing a red light, you must replace the battery backup immediately to avoid loss of service during a power outage.
- Sonic Battery Type
- PSI 24 hour battery backup (Li-36 Micro UPS, model #PS36L-U7-2)
- Monitoring - ‘Indicators’
-
Lights: The “System status” light will illuminate solid green in normal operation under AC power load.
The “Battery” light will illuminate solid red if a battery needs to be serviced or replaced, or is not installed properly.
The “Mute” light will flash yellow if the audible alarm has been silenced for 24 hours and will illuminate solid yellow if the alarm is silenced until manually enabled.
The “DC” button will illuminate green if the UPS is working off of standby power (no AC power load).
- What to do
- If the “Battery” indicator is showing a red light, check to ensure the battery is seated properly. If so, you must replace the battery backup immediately to avoid loss of service during a power outage.
| Sonic Battery Type | Monitoring - ‘Indicators’ | What to do |
|---|---|---|
| PSI 8 hour battery backup (NXG-Vision Micro UPS, model #PS18L-U2) | Lights: the “battery” light will be solid green if your battery is fully charged. If your battery is not fully charged, the light will be solid red. The “system status” light will be green if the system indicates a normal mode of operation. | If either of these indicators are showing a red light, you must replace the battery backup immediately to avoid loss of service during a power outage. |
| PSI 24 hour battery backup (Li-36 Micro UPS, model #PS36L-U7-2) |
Lights: The “System status” light will illuminate solid green in normal operation under AC power load. The “Battery” light will illuminate solid red if a battery needs to be serviced or replaced, or is not installed properly. The “Mute” light will flash yellow if the audible alarm has been silenced for 24 hours and will illuminate solid yellow if the alarm is silenced until manually enabled. The “DC” button will illuminate green if the UPS is working off of standby power (no AC power load). |
If the “Battery” indicator is showing a red light, check to ensure the battery is seated properly. If so, you must replace the battery backup immediately to avoid loss of service during a power outage. |
Replacement Batteries
You can purchase a UPS from a vendor like Amazon or Newegg that adheres to our battery parameters: A 125 VA (volt-amps) UPS or greater, which supplies at least 75 watts.
For batteries purchased from Sonic, please see our warranty details for what is covered.
For any other questions about Sonic UPS equipment, please contact Sonic at 1-888-766-4233.
Fusion/DSL Voice Functionality and Data Battery Backup
Voice Service (Fusion DSL)
Sonic Fusion X1 and X2 service utilize copper phone lines (commonly referred to as a land line) that receive both power and dial tone from a local Sonic Central Office.
Note that any powered phone equipment (cordless base stations, digital phones) will need to be powered by a UPS during an outage. A traditional landline phone will operate if connected directly to a working phone jack during a power outage.
Data Service (Fusion DSL)
Your Fusion DSL internet connection passes data utilizing the same phone line as your voice service. Data equipment (such as residential gateways, modems and routers), however, cannot be powered by your phone line and will require a UPS battery backup or power generator in order to function in the event of a power outage.
You can purchase a UPS from a retailer such as Amazon. Note that the amount of runtime Data equipment can expect to be powered during a power outage is dependent on a variety of factors including the runtime capacity of the UPS/generator and total load (power draw) of the connected equipment.
IPBB Voice and Data Battery Backup
Voice/Data Service (IPBB)
All Sonic IPBB services deliver data via AT&T’s infrastructure and utilize an ATA (analog telephone adaptor) that grants the ability to make and receive calls via VoIP(Voice-Over-IP) technology. The ATA and network equipment it connects to both require a UPS battery backup or power generator in order to function in the event of a power outage.
The ATA is a small black box that that connects to your AT&T-provided residential gateway.
Telephone equipment/wiring is in turn connected to your ATA. A traditional landline phone (a phone without a separate power cable) connected to the ATA’s telephone jack will be able to get dial tone and make and receive calls. Note that any powered phone equipment (cordless base stations, digital phones) will need to be powered by a UPS or power generator during a power outage.
Data equipment providing IPBB services may vary and will require battery backup in order to function during the event of a power outage. The make and model of this data equipment can vary depending on the type of IPBB service and the date when it was installed. Regardless, in the event of a power outage, your phone base station, ATA, and your modem/router will all need to retain power in order to use your IPBB telephone service.
You can purchase a UPS from a retailer such as Amazon. Note that the amount of runtime Data equipment can expect to be powered during a power outage is dependent on a variety of factors including the runtime capacity of the UPS/generator and total load (power draw) of the connected equipment.
IPBB e911 Functionality
Please note that IPBB Voice service includes 911/E911 that may differ from traditional 911 and has certain limitations.
Sonic must have your correct address where your Fusion IPBB Voice service is installed for 911/E911 calls to be properly routed to emergency services. You must not relocate your Fusion IPBB Voice equipment to a new address without notifying Sonic in advance or calls may be routed to the wrong 911 call center or may send the wrong address, or potentially fail completely. Sonic must also approve any changes in service address. If you are ever uncertain as to whether or not your e911 information is incorrect, you can dial 933 from your home phone for an automated audio readback of your current info.
Fusion IPBB Voice depends on your home electrical service. A power outage may interrupt 911 service if a UPS system (battery backup unit) is not installed, has failed or run out of battery, for use by the Sonic Internet and IAD. Do not forget that any cordless phone will also need to be provided with a UPS system. All calls, including calls to 911, may not be completed if there is a problem with network facilities, including network congestion, network/equipment/power failure, or another technical problem.
All Fusion IPBB Voice services, including 911, as well as all other voice features, will be disabled if the account is terminated or locked for non-payment.