Battery Backup, Who is responsible? Where is my support?

[James2th]

I have a 2Wire system. 2Wire is now part of Pace, an English company. My "less than three month old" 2Wire UPS has a battery failure light and I went through the diagnosis procedure as listed on the box. I called AT&T U-verse "help line" to report that the software diagnostics said my battery needed replacement. I was told to call Belkin. Belkin units are Black or Grey, 2Wire units are White. Pace refers you back to AT&T U-verse... Looks like going back to Cable or Satellite is less hassle?

[SomeJoe7777 ACE - Geek]

There are two types of battery backup units that AT&T provides for U-Verse customers:

1. If you have a 2Wire 3600HGV, 3800HGV-B, or 3801HGV and you also subscribe to U-Voice VOIP service, AT&T provides a Belkin-manufactured UPS that replaces the 2Wire's power supply. If this UPS needs replacement or a new battery, that is the customer's responsibility. Belkin can provide replacement batteries for these units.

2. If you have a 2Wire i3812V (iNID), the battery backup unit is a proprietary unit from 2Wire. 2Wire/Pace does not provide these to end-customers, AT&T must replace these for the customer.

I have a hunch the representative you spoke with assumed you had the #1 type of battery backup unit, while you actually have the #2 type.

Please call technical support back and explain to them the type you have. If it's the 2Wire/Pace unit described in #2 above, they should dispatch a tech to troubleshoot it.

[bnadtw]

I am having a 2Wire problem. Alarm but power is still on the circiuit. Any support can only mouth the words Belkin.

My unit is 2Wire.

Is anyone trained to work on the 2Wire? My last tech simply removed and replaced the unit-and plugged it in to a different outlet.

[bnadtw]

To clear up my previous post my power supply is the 2Wire i3812v. NOT Belkin.

A white box.

Power off alarm sounds off randomy with no power outage.

The password on it does not work-wanted to disable audio alert.

Call tech support? I did and that was a frustrating run around.

I read that some of these battery/power units are not working correctly yet they have let them be installed anyway.

I need some ideas to fix my alarm issue.

[kois3618744]

Yesterday I spent thirty minutes trying to get help for my ATT U-verse beeping battery back-up with no success. Transferred at least six to seven times. Disconnected twice. I was also told by a voice activated system my bill is behind in payment and I need to talk to a representative. I talk to the rep and she tells me we are paid up it is a ATT system issue! Everyone who calls is told the same thing!  

Since we got this system it has been nothing but a long drawn out process. Waited at least a month to get installed. When installers came it took almost six hours to complete. No wiring required in home! Two days later the system went out. See neighbor having ATT U-verse work done at his house. Approach installer to let him know my trouble and he says he didn't do anything, I should call ATT. Next day ATT comes out and finds someone disconnected wires for my home at a box a block away! A week later service goes out again. ATT comes out again, finds out we're to far away from the box. Took another six hours two correct. Now I have a beeping battery back-up box that goes off three to four times an hour and get ATT support to help with problem.

HELP, HELP, HELP ATT U-VERSE!         

[texasguy37 ACE - Champion]

Have you tired plugging the battery backup unit into a different outlet?

[bnadtw]

I have the same problem. Did the basic troubleshooting stuff-I have those skills. Checked connections, plugged into a different outlet...etc. The outlet power is good-checked it with tester. Connections are good.

Found the password on sticker on the WHITE 2Wire battery unit does not work either.

Any ideas?

[RCSMG ACE - Master]

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bnadtw wrote:

I have the same problem. Did the basic troubleshooting stuff-I have those skills. Checked connections, plugged into a different outlet...etc. The outlet power is good-checked it with tester. Connections are good.

Found the password on sticker on the WHITE 2Wire battery unit does not work either.

Any ideas?

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Since you have done all of those tings, send Alex a PM he is an ATT Community Manager on the forum.  He will get you to the right person/department to get your issues resolved.