Your Fidium Fiber VoIP telephone service is provided over our Fiber-to-the-Premises (FTTP) network. The fiber network uses hair-thin strands of glass fiber and laser-generated pulses of light called fiber optics to transmit your voice communications. This very reliable network differs from a traditional copper wire-based network in one key way: If electrical power is lost at your location, your landline voice telephone service will not work and you will not be able to dial 911 in an emergency, unless you have a working backup power source.

To ensure you always have working phone service, we suggest a specific Uninterruptible Power Supply (UPS) which is used to restore power to the Optical Network Terminal (ONT) when commercial power goes down from the power company. The ONT will be powered while commercial power is down for up to 24 hours if configured with three, 8-hour batteries, as recommended. The ONT, provided by Fidium, provides the Ethernet connection and voice connection to the premise. The battery backup unit is intended to provide up to 24 hours of stand-by talk time for the VoIP connection port only. Any other telephony devices or the internet gateway, would need their own UPS and batteries to keep power to those devices.

Your VoIP equipment should be placed in a location that allows you to monitor the health of the Battery Power Unit (BPU) and batteries. The BPU contains a series of indicator lights that tell you whether your VoIP service is being powered by commercial power, or powered by the BPU, and about the state of your battery. If you haven’t already signed up for the monitored battery backup option from Fidium, you would be responsible for monitoring, testing and managing a BPU and associated batteries on your own if you would like your VoIP service backed-up. It is recommended that you then familiarize yourself with the lights on the unit to ensure you have backup power if it is needed.

If you did not opt for the Fidium installed and monitored battery backup solution, you can purchase the BPU and batteries directly from our preferred vendor, PowerTec Solutions International (PSI). PSI is a provider of back-up power solutions and offers back-up power units (BPUs) and batteries that are compatible with Fidium’s VoIP service. If you did not choose monitored battery backup as a service from Fidium, you are responsible for purchasing any desired back-up power solution directly from PSI. For more information on how the BPU works with your VoIP equipment, or if you wish to purchase a BPU and/or batteries for use with your VoIP service, please visit PSI’s website at: https://www.powertecsolutions.net/solutions/ li-36-battery-upgrade/. If you have any questions about this process, please call Fidium at 1.844.4.FIDIUM (1.844.434.3486).

If you purchase and properly install a BPU and associated batteries, you will be able to continue to use your Fidium VoIP service during a commercial power outage for as long as the batteries retain a sufficient charge. When fully charged and operational, your backup power should last for up to 24 hours with the three, 8-hour batteries.

While the BPU batteries will allow you to continue to use your Fidium VoIP service for a limited time during a power outage, the batteries will not power any other Fidium equipment at your location. Additionally, the batteries will not power cordless phones, devices used to assist with disabilities, or other medical devices, and these devices will not work in the event of a power outage. It is your responsibility to ensure that the proper battery backup solutions have been put in place for this equipment and these other devices to ensure their operation during a power outage.

Many factors impact the life and operation of batteries, including temperature, age, and whether the batteries have been misconfigured or damaged. The lifespan of the batteries is typically five years depending on how often they are used and its environment. The batteries charge will deplete during a power outage and will deplete faster when you use your VoIP service during an outage. One method of extending the duration of backup power may include purchasing additional batteries and rotating them during a power outage. The typical time it takes to recharge the battery after use is about 12 hours. Under normal circumstances, when power is restored to your home, the BPU recharges the battery without any additional action required by you.

The information in this notice is provided to educate you on the need for backup power with your current VoIP service provided over Fidium's fiber network. If you have any questions regarding your purchased BPU and batteries from PSI, please contact PSI directly. PSI is our third-party provider and FIDIUM MAKES NO WARRANTIES REGARDING THE PSI-PROVIDED BATTERIES OR ANY OTHER BACKUP SOLUTIONS YOU MAY USE IN CONNECTION WITH YOUR FIDIUM SERVICES. If your purchased batteries or other battery backup products are no longer functioning, Fidium is not responsible for any replacement or maintenance. You are responsible for all costs associated with the batteries or any other battery backup products, when purchased. Additionally, if you are unable to use your VoIP service during a power outage due to the inoperability of your batteries or any other third-party products, Fidium will not provide any credits to your service charges during the service interruption.

If you have opted for the monitored battery backup solution from Fidium, we will replace your batteries as needed, for as long as you retain the service.

As set forth in our customer agreements and other terms applicable to your Fidium VoIP and other services, Fidium does not warrant that its services will be uninterrupted or error-free. Additionally, the PSI batteries or any other battery backup products you may use may not be sufficient to maintain all of Fidium's services, including its VoIP service, throughout the duration of a given commercial power outage. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, FIDIUM WILL NOT BE LIABLE FOR ANY PERSONAL INJURY OR PROPERTY DAMAGE OR OTHER DAMAGE OR INJURY CAUSED BY THE PSI-PROVIDED BATTERIES OR ANY OTHER BACKUP PRODUCTS NOR WILL FIDIUM HAVE ANY LIABILITY FOR THE FAILURE OF THE PSI-PROVIDED BATTERIES OR ANY OTHER BACKUP PRODUCTS TO POWER YOUR VOIP SERVICE OR ANY OTHER FIDIUM SERVICE DURING A POWER OUTAGE.

For clarity, Fidium's customer agreements and other applicable terms of service will continue to govern your use of Fidium's VoIP and other services, and you should refer to those terms for additional details regarding the limitations of Fidium's responsibility for your use of, or inability to use, those services.

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