Consumer Reports Cautions Against High-Tech Phone Systems That May Fail in Power Outage Situations

Report reveals phone technologies most vulnerable to power outages;

Nine ways to prolong service during outages

YONKERS, N.Y., Jan. 26, 2012 /PRNewswire-USNewswire/ -- Likely motivated to cut home expenses, more and more consumers are switching over to VoIP (Voice over Internet Protocol) and fiber optic phone systems. However, unlike traditional copper lines, these newer phone systems may lack the ability to maintain service indefinitely, which can leave consumers without access to friends, family or 911 in emergency situations.

Prompted by the numerous power outages caused by Hurricane Irene and the unexpected snowstorm that hit the northeast last October that affected thousands for days and even weeks, Consumer Reports investigated the reliability of home phone systems technology and identified ways consumers can stay in touch during a power outage. The full report is now available on www.consumerreports.org.

Consumer Reports found that VoIP and fiber systems typically provide up to eight hours of stand-by service, but only if consumers are equipped with an in-home battery backup. Otherwise, the phones go dead.

"You don't want to wait until you have a fire, medical emergency or a serious problem to discover that your phone won't work during a power outage," said Anthony Giorgianni, associate finance editor for Consumer Reports.  "If you don't have traditional copper service or are planning to switch to VoIP or fiber, it's a good idea to plan ahead. We want to help readers do that." 

The Federal Communications Commission estimates that about 28 percent of residential wireline 911 calls are made using VoIP service, but Consumer Reports warns that the concern for this issue may deepen as telephone companies, in an effort to cut costs, remove or deactivate old copper lines.

Unlike fiber and hybrid-fiber lines, copper telephone lines carry not only the voice and data signals but also the power to operate a standard, non-cordless telephone. However, copper telephone lines can't handle the large amount of data required for television and high-speed Internet services, especially over long distances. Although advanced techniques can enhance copper's capabilities, traditional telephone companies, including Verizon and AT&T are installing fiber or hybrid-fiber lines, in some cases alongside the copper ones.

Battery Backup
Consumer Reports found that for telephone and cable companies alike, the primary approach to maintaining service during a power outage is to provide an in-home battery backup system that can keep customers' corded phones operating for up to eight hours. However, if customers make or receive any calls or their backup battery is too old, the life of the backup battery drops. 

Most carriers, including AT&T, Brighthouse, Comcast, Cox Communications, Time Warner Cable and Verizon, provide such a backup system to all their customers at no additional charge. Cablevision and Missouri-based Charter Communications make it an option for residential customers, with a one-time charge between $30 and $40.

Staying with copper
For now, customers of Verizon, AT&T and possibly other non-cable phone companies who want to switch or return to old copper lines will likely find their provider willing to accommodate their request in areas where copper still is available.  However, they may have to pay a premium because the companies' lowest prices typically require a switch to fiber or hybrid systems. Additionally, some specialized features, such as Caller ID on TV, don't work if the phone service is on copper and Internet and TV use a different type of system.

The FCC last spring opened an inquiry into, among other things, whether the nation's new broadband communications network is as reliable as the proven copper technology, but the FCC focus is on keeping the network itself operating during hurricanes, earthquakes and other calamities, not the telephones themselves.

Nine Ways to Help Stay in Touch During a Power Outage

1. Know the phone system. Consumers should find out which kind of landline phone service they have and how it functions during a power outage, if at all. If the service is not on a copper line and the company doesn't provide a battery backup without charging more, try negotiating one as a condition of retaining or accepting service.  If negotiations are unsuccessful but the service is still wanted, pay for the battery backup system.
2. Keep extra batteries on hand. They can extend the amount of time the backup system powers the phones. Buy them from the telephone provider, a battery supplier, or try to get additional batteries from the phone provider for free.
3. Test the backup. Some carriers monitor their customers' backup systems and presumably will alert customers if it isn't working. Test the backup system every month or so by plugging in a corded phone, unplugging the power cord of the modem or network interface and checking for a dial tone. If there isn't one, check the system or contact the telephone provider.
4. Understand the backup system. Find out how the battery backup works and how long it will provide service before the phone line goes dead. Some systems may have unique capabilities.
5. Disconnect the battery backup. If the power goes out and there are no expectations for it to come on again soon and no immediate need for the phone, consumers should consider disconnecting the backup battery. Doing so can prevent it from draining the battery while the system is in standby, though the phone will not be able to receive calls and consumers will have to plug in the battery if they need to make a call, which might be tricky during an emergency.
6. Keep a corded phone. No matter what kind of landline service, keep a corded telephone on hand that can be used during the outage. Most cordless phones will not work if the power is out, even if the phone line is active. When buying a phone, make sure it doesn't need to be plugged into an electrical outlet.
7. Get a cell phone. Even copper lines can fail. A cell phone can help ensure that a phone service will be maintained in an emergency situation. Choose a service that provides a signal that can be picked up from the home. Consider keeping extra cell phone batteries and try to have an alternate way to recharge the phone when the power goes out, such as a car or other portable charger.
8. Subscribe to copper phone service. Consider keeping (or returning to) copper service, if it is available. If bundling phone, TV and Internet service, find out if copper service will add to the cost and if there is a service fee for returning to copper.
9. Consider a generator. If using a standby generator that provides power to only some appliances, make sure one of them is your VoIP or fiber phone system. Run an extension cord from the generator to the modem or network interface. 

To learn more about copper lines versus fiber and hybrid-fiber lines, in addition to emergency battery backup services telephone and cable companies offer and options for those telephone and cable customers who are interested in staying or returning to copper lines, please visit www.consumerreports.org. for the full article on phone systems technology. 

Consumer Reports is the world's largest independent product-testing organization. Using its more than 50 labs, auto test center, and survey research center, the nonprofit rates thousands of products and services annually. Founded in 1936, Consumer Reports has over 8 million subscribers to its magazine, website and other publications.  Its advocacy division, Consumers Union, works for health reform, product safety, financial reform, and other consumer issues in Washington, D.C., the states, and in the marketplace.

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SOURCE ConsumerReports.org