Fiber Internet During a Power Outage

Ponderosa is proud to deliver Fiber-to-the-Home (“FTTH”) technology to your service address. FTTH service utilizes an Optical Network Terminal (”ONT”) that is powered locally from your electrical power source and is equipped with a battery backup system. ONT’s and the battery backup systems may be installed externally, at the service entrance to your home; inside your home in a structured wire cabinet, if equipped; or, inside your home, adjacent to an exterior wall.

If you lose commercial power to your address, your FTTH ONT will be powered from the battery backup system. When powered by the battery backup system our FTTH ONT will continue to provide voice and broadband services from the Ponderosa network. A fully functioning Ponderosa battery backup system is expected to last 8 hours on standby or for 6 hours of use. Alternatively, you can purchase additional batteries for the battery backup system from Ponderosa to support 24 hours of standby phone service during a power outage.

When you lose electric power service, devices typically powered from that source will not work, even though our FTTH ONT is operating on the battery backup system. This includes typical equipment like cordless telephones, security systems, monitoring equipment, and communication devices for the disabled and your broadband gateway.

Voice Service – When your FTTH ONT is operating on Battery Backup, you can make and receive calls from a traditional non-powered corded telephone. For these situations, we strongly recommend you maintain a corded non-powered telephone for access to 9-1-1 services. The limit of liability for voice service is detailed in the Ponderosa Telephone CPUC Tariff Rule 24 Limitation of Liability. If you wish to conserve battery power during an electricity outage, please avoid making unnecessary calls and avoid using Ponderosa internet services. See below for additional information on using broadband service during a power outage.

Broadband Service – To continue to utilize your broadband gateway during a power outage you will need to purchase a separate Uninterrupted Power Supply (UPS) Battery Backup from a retailer of your choice. When your UPS is in place read the manufacturers direction for connecting a device such as your broadband gateway. During a power outage, with your broadband gateway powered by the UPS you should be able to continue to use any battery-operated devices such as a smartphone, laptop or tablet to access the internet. Heavy usage of broadband service during a power outage may significantly reduce your ONT battery backup capacity.

Ponderosa will always provide the initial FTTH Battery Backup system and battery upon the activation of a new service. Typically, these batteries have a useful life of 1 to 2 years. The life of this battery is dependent on several environmental factors such as temperature and the number of power outages in any given period. Ponderosa will monitor and replace any failed battery for the first 2 years after installation. If you suspect the Battery Backup system is not functioning properly, please report it to Repair by dialing 6-1-1 from your landline or 559.868.6000 from any voice service. After this initial period, the customer will be responsible for the monitoring and replacement cost of the battery in the FTTH Battery Backup system.

It is important that you regularly monitor and test your battery backup to ensure that it is charged. Battery performance is impacted by age, temperature and usage. The Battery Backup system may exhibit any of the following conditions to alert you that the batteries may be failing; change in indicator light from green to red, a loud beep, or a no dial tone condition when power is off to your service address. Refer to the manufacturer’s website or call them directly. The battery manufacturer name can usually be found on the Battery Backup system. You can contact Ponderosa by dialing 6-1-1 from your landline or 559.868.6000 from any voice service if you need assistance in determining the type of battery replacement for your backup system.

Ponderosa will monitor and replace the battery in your Battery Backup system for the first 2 years from the date of installation. After that period, the customer will be responsible for the replacement of the battery in the Battery Backup system.

Option 1 – Ponderosa will replace the standard 8-hour battery in your Battery Backup system after the 2-year period has elapsed for a flat fee of $30.00. Please contact our Customer Care office at 559.868.6000 to request this service or to inquire about pricing for extended 24-hour battery replacement.

Option 2 – You can purchase and change the batteries yourself. For information specific to your battery backup unit, see the owner’s manual, or refer to the manufacturer’s website or call them directly. The battery manufacturer name can usually be found on the bottom or side of the battery unit. Replacement batteries can be sourced and purchased online or from local retailers.

While it is not required that you replace your backup batteries after 2 years, Ponderosa strongly recommends you monitor and replace the batteries as needed.

For any questions regarding batteries or your service, please call Ponderosa by dialing 6-1-1 from your landline or 559.868.6000 from any voice service; we are here to assist you.