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 (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
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 a retailer of your choice, 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.
UPS Installation
Once your internet has been installed, 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.
Replacement Batteries
The batteries in a UPS wear out over time and need periodic replacement to keep working. Check your device documentation for the recommended replacement schedule and instructions.
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.
