Be Prepared for Power Outages


Find the answers to questions our customers ask most often, such as:

Stay connected even when the power is out

Your TWC Phone modem (“modem”) must be plugged into an electrical wall outlet to operate. In the event of a power outage, your Phone service (including your access to 911 and any medical and security monitoring services that depend on it) will be unavailable if you do not have a battery backup. Phone service may also be unavailable in the event of a network outage.

In addition, moving your modem to a different address may delay first responders if you call 911 and is prohibited by your Time Warner Cable agreement. To establish service at a new address, please call Time Warner Cable at 1-800-TW-CABLE.

To allow your modem to operate in the event of a power outage, you may purchase a battery for your modem directly from TWC. The battery will provide at least 8 hours of standby time for your modem and comes with a one-year warranty. Easy self-installation instructions will be included with the battery or TWC can install it for you at an additional charge.

If your battery is no longer keeping a charge, you can purchase a replacement from TWC or from the modem’s manufacturer. If you purchase your battery from TWC and it is defective, TWC will replace it for up to one year from the date of purchase.

There are several steps you can take to prepare for a power outage in your home, which may help you maintain phone service:

  • If you have a cell phone, ensure that it is fully charged. Keep a car charger handy for situations where electrical power is not available.

  • A modem with a battery will work with standard corded phones, but will not power other equipment like cordless phones and alarm systems. Consider having at least one standard corded telephone in your home that can be plugged directly into the telephone jack on your modem.

Here are some tips on how to get the most out of your backup battery:

  • A fully charged battery normally provides 8 hours of standby power when used in a clean, dry and temperate environment. Standby time will be shorter for batteries that are more than two years old or if the modem is kept in a hot, cold or dusty environment.

  • Use your Phone service sparingly and avoid using Internet services to preserve battery life during a power outage.

  • An indicator light on the modem will glow when the battery is charged and working. If the battery has little or no charge, the light will blink or turn off.

  • Check your battery twice a year by unplugging the modem and checking for dial tone on your phone. If your battery is no longer keeping a charge, you can purchase a replacement from TWC.