Digital Voice: Will my service work in a power cut?

No, your Hub must have power for you to be able to make calls using our Digital Voice service.

If there's a power cut, you'll need an alternative method to make calls, such as a mobile phone.

If you live in an area where you believe you have no mobile reception, or you don’t have access to a mobile phone please give us a call on 150.


What if I'm vulnerable or have medical equipment that uses my phone line?

A Battery Backup Unit (BBU) provides power to your hub for at least an hour if there’s a power cut. This is so you can still make emergency calls from your Digital Voice phone or existing corded handset. 

You’ll need to make sure you've connected your digital handset to your Smart Hub or plug your corded handset into the phone port in the back of your hub.

We're working with medical equipment providers while they update their equipment, but please make sure with your own equipment provider that they will have a backup available for you.  

If you would like to register as a vulnerable customer, visit our Here For You page.

How to connect a BBU to your Smart Hub

  1. Slide open the battery compartment of your Battery Back Up Unit and remove the battery.
  2. Slide the battery back in part of the way so you can connect the red wire to the red terminal.
  3. Slide the battery in fully and replace the cover.
  4. Plug the Battery Back Up Unit into the mains using the power cable.
  5. Turn On the mains power.
  6. The Battery Back Up Unit status light will show green.
  7. Unplug your hub’s existing power cable.
  8. Connect the hub to the Battery Back Up Unit using the supplied hub connector cable.
  9.  Your hub light will show green, then amber, then finally blue once the hub is up and running.


The battery takes 24 hours to become fully charged but you can still use your hub in the meantime.

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