What Happens to Your Internet and Phone During a Power Outage

We know how important it is to stay connected, especially during a power outage. Here’s what you can expect and a few simple steps you can take to keep things running smoothly.

📶 How Things Normally Work

If the power goes out, your battery backup (called a UPS, usually tucked away in the basement or utility room) will automatically kick in. It helps keep your phone line working by powering a small box called an ONT that’s mounted outside your home.

  • The UPS turns off internet and TV functions to save battery power for phone use only.
  • You’ll usually have 4 to 8 hours of phone service during an outage, as long as you’re using a regular corded phone.
  • Cordless phones won’t work since they need electricity.
  • It’s normal to hear beeping sounds from the UPS — that just means it’s running on battery.

⚠️ Before a Planned Power Outage

If you know a power outage is coming (for example, during utility work), you can protect your devices:

  • Unplug your TV, computer, router, and other electronics to avoid power surge damage.
  • Once power is back, plug everything back in manually.

🔌 After the Power Comes Back

Your battery backup should automatically start recharging and bring services back to normal.

  • It may take up to 30 minutes for internet and phone services to return.
  • If the battery drained completely, the system may take a bit longer to restart.

If your internet isn’t working:

  • Check your outlets — especially GFCIs (the ones with reset buttons). Press the reset button if needed.
  • Look for lights on the UPS and router. Green or red lights usually mean they have power.
  • Restart your router — unplug it for 10 seconds, then plug it back in.

If nothing lights up or turns back on, please call us during business hours. We can help troubleshoot or send a technician.

📺 TV/Video Not Working After an Outage?

  • Make sure the UPS has power and lights are on.
  • Check the network switch (usually in the basement or near the UPS) — it should have lights too.
  • Try unplugging and plugging back in your Set-Top Box at the TV.

If video service still isn’t working, contact us — we’re here to help.

🔋 Battery Isn’t Lasting?

Batteries wear out over time. If your phone cuts out quickly during an outage, the battery might need replacing. Let us know and we’ll check it for you.

Need Help?

Just give us a call during regular business hours. We’re happy to walk you through the steps or send someone out to check your equipment.