DPQ-3212 modem w/battery backup never goes online after power failure

DPQ-3212 modem w/battery backup never goes online after power failure

Phone Forum

Activity: 9 Replies | 1 Subscribers

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In October Cox installed a DPQ-3212 (I assume this is a CIsco modem although the brand name on the modem itself is "Technicolor") phone modem in my home as part of their infrastructure upgrade.  I purchased a backup battery for the modem.   Last night we had a power failure and a phone which should have worked (non-cordless, does not require power) had no dial tone.   Power was off for about 30 minutes.

This morning I tested the modem by unplugging it.  What I'm seeing is the all of the panel lights lighting in succession, and then everything but the POWER light turns orange and and it repeats this sequence.   I let the modem do this 4 or 5 times and then just plugged it in.

If there's a power failure, why doesn't the battery just immediately take over (like a UPS on a PC)?    Is the behavior I'm seeing by unplugging the modem indicative of a defective modem or defective battery?   Under normal use, the BATTERY light is solid green.

Thanks for any insight into this.  Not having phone service during a power outage is unsettling especially when you've paid for a backup battery.

Rob

All Replies
  • Posted by MarkM1
    10 Dec 2017 8:53 PM

    WaitingToRetire,

    With the battery backup, you should only see the power light out & the other lights on the modem should be lit at that time. If the lights are cycling through, there could be other issues causing the problem at that time. I would like to check your equipment for any issues. Would you send us an email to cox.help@cox.com with your full name & address so we can look into your issue?

    Mark M. 

    Cox Support Forums Moderator

  • Posted by stinkfoot63
    11 Dec 2017 11:50 AM

    My experience/observation with my phone modem is that a power outage results in a reboot... suggesting that if the outage were to occur during a phone conversation the call would be interrupted and I'd have to wait to reconnect.

  • Posted by WaitingToRetire
    11 Dec 2017 2:48 PM

    Mark:  I've sent the information you requested to that E-mail address.

    Rob

  • Posted by WaitingToRetire
    11 Dec 2017 2:50 PM

    I can't say for sure what it was doing but when I unplugged the modem it may have been rebooting over and over again.   After the sequence repeated itself 5 or so times I plugged it back in.

  • Posted by JonathanJ
    11 Dec 2017 6:05 PM
    Also make sure the phone is plug directly into the modem (telephone port 1).

    Jonathan J
    Cox Support Forums Moderator

  • Posted by stinkfoot63
    12 Dec 2017 11:25 AM

    stinkfoot63

    My experience/observation with my phone modem is that a power outage results in a reboot... suggesting that if the outage were to occur during a phone conversation the call would be interrupted and I'd have to wait to reconnect.

    Shall I infer that my experience is normal and to be expected?

  • Posted by stinkfoot63
    13 Dec 2017 11:12 AM

    stinkfoot63

    stinkfoot63

    My experience/observation with my phone modem is that a power outage results in a reboot... suggesting that if the outage were to occur during a phone conversation the call would be interrupted and I'd have to wait to reconnect.

    Shall I infer that my experience is normal and to be expected?

    Bumpity bumpity bump... chopped liver can go bad if ignored and left on the counter.

  • Posted by stinkfoot63
    14 Dec 2017 12:28 AM

    stinkfoot63

    stinkfoot63

    stinkfoot63

    My experience/observation with my phone modem is that a power outage results in a reboot... suggesting that if the outage were to occur during a phone conversation the call would be interrupted and I'd have to wait to reconnect.

    Shall I infer that my experience is normal and to be expected?

    Bumpity bumpity bump... chopped liver can go bad if ignored and left on the counter.

    Is my concern over a phone connection being interrupted by a power outage despite having a battery installed in my DPQ3212 modem so difficult that it has you all perplexed and unable to respond or are you all once again blowing off a question that a contemptible paying customer dares ask?

  • Posted by LindseyB
    14 Dec 2017 1:51 AM

    stinkfoot63 , If you're on the phone when a power outage happens, the call will drop even if you have a battery. The battery installed in your modem will reload your device, so that you can use your phone service while the power is out in your home.
    Thank you.

    Lindsey B.
    Cox Forum Moderator