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Rulemaking 07-04-015 Emergency Backup Power

California Public Utilities Commission

Communications Customer Education

and Outreach Workshop

Verizon FiOS Battery Backup & Customer Education

November 24, 2008

Michael J. JoyceManager-Network Operations

Kurt RasmussenVice President-Regulatory Affairs

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FiOS Battery Backup

Michael J. Joyce

Manager-Network Operations

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FiOS

FiOS (Fiber Optic Service) is Verizon’s fiber optic architecture that delivers a fiber optic connection to the customer’s small business or home.

FiOS provides a single fiber optic connection for telephone, high speed data and video services on the fiber optic.

FiOS includes 3 network components at the customer premise.

ONT (Optical Network Terminal) which converts the fiber connection to electrical connections, meaning standard telephone service, Ethernet or MoCA for high speed data and Coax for video and video on demand services.

OPSU (Optical Power Supply Unit) which powers the ONT and charges the battery in the BBU.

BBU (Battery Back-Up Unit).

1 non-network element required. Battery

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Battery Specification

The current battery used in the FiOS Program has the following characteristics:

Seal Lead Acid Battery.

12 VDC nominal Output (Battery output voltage range is 14.5 to 10.5 VDC depending on charge level, temperature, and capacity).

7.2 aH capacity.

Dimensions are: 6” x 2.5” x 3.75”.

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Duration During Outage

The battery will typically provide 8 hours of support time at room temperature:

FiOS has a power down sequence once the loss of AC has been detected. Standard defaults are as follows:

– Video is shut off after 30 seconds.

– Data is shut off after 5 minutes.

– POTS is supported for the duration of battery back-up support.

Testing was performed in accordance with GR-909

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Blue Button Operation

The BBU includes a customer manual initiation button (blue button) to provide up to 1 hour of emergency use of operation:

Once AC is lost, the battery will support the FiOS ONT in the sequence shown on the previous slide. After the initial battery support time (approximately 8 hours), the ONT will shut off.

If the customer has a need to make or receive phone calls after the ONT has shut down, the customer can depress the BBU emergency use button and will have approximately one hour of bi-directional phone use.

Once the reserve power is used up, the ONT will shut down until AC power is restored, until the battery is replaced or supplemented, or another acceptable DC power source is connected.

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Life of Battery

The battery is expected to last at a minimum of three years.

Verizon offers a “no questions asked” warranty for the initial turn up of service.

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Visual Alarms on BBU

The BBU contains the following visual alarms and indicators:

Missing battery alarm LED. In the event that the battery is removed, or a cell goes open circuit, the BBU will illuminate the “Replace Battery” LED on the front panel.

Replace Battery alarm LED. Every 45 to 60 days, the BBU tests the battery. Once the battery has degraded to 70% of its service capacity (5.4 aH), an LED illuminates. This failure does not indicate a hard failure, simply a recommendation for replacement. Operating at 70% or less capacity will still provide back up support, but at a reduced capacity.

On battery alarm LED. Indicates that the ONT is being powered from the battery and that the AC power source may not be available.

Auxiliary battery LED. An auxiliary battery power supply has been connected to the BBU.

System LED. Indicates proper operation of the BBU.

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Audible Alarms on BBU

The BBU contains the following audible alarms: Missing battery audible alarm. Replace Battery audible alarm. Low Battery audible alarm. When the battery reaches 50% of capacity, the audible

alarm will indicate the condition. Audible Alarms are 85db, “smoke alarm” level.

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Replacement – How/Where to get a replacement

The 7.2 aH, SLA battery is commonly used in emergency exit signs and home burglar alarms systems. They are commercially available through electrical supply providers and several retail locations or websites.

Batteries outside of warranty period are the customer’s responsibility to replace.

The 7.2 aH, SLA battery powers the FiOS ONT only.

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Facts to Consider

98% of power outages in US end in less than 2 hours.

Verizon strongly recommends having at least one phone hardwired to telephone jack.

Without a “wired” phone connected to a telephone jack – the ONT can be providing power to the phone jack but a cordless phone battery can discharge much quicker.

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Customer Education

“Disseminating the Message”

Kurt Rasmussen

Vice President – Regulatory Affairs

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Verizon Customer Education Overview

POTS provisioned over traditional copper plant.

POTS provisioned over FTTP (FiOS).

VoiceWing (VOIP).

Emergency Preparedness Education.

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POTS Over the Copper Network

The Verizon’s directory contains information on emergency preparedness.

Emergency information is also provided in Verizon’s annual customer notice.

This information includes instructions on the use of the customer’s telephone in case of emergency.

The telephone directory does not address network battery backup because network battery back up is designed to be transparent to the customer.

The telephone directory does not cover FTTP / FiOS battery back up because such information only applies to small group of customers and such information is likely to cause confusion among customers that have service provisioned over the copper network.

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FTTP / FiOS Customer Education

Battery Backup Procedures and Limitations are thoroughly covered with new FiOS customers.

Customers are educated at the time of sale by the sales representative.

At the time of installation the technician reviews battery backup unit functions and limitations with the customer.

The FiOS Customer Guide book provides a detailed description of the battery backup unit, its functions, and limitations.

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FiOS Customer Guide

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FiOS Customer Guide (cont.)

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FiOS Customer Guide (cont.)

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FTTP / FiOS Customer Support

Verizon provides ongoing service support for customers including FTTP / FiOS

Verizon’s FiOS customer support Website provides information on the Battery Backup unit and its functions.

The Verizon Fiber Solutions Center responds to customer questions about all aspects of the FiOS product, including proper use during emergencies and battery backup.

The Customer Support number is permanently printed on the front of the ONT only inches from the power warning lights.

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VoiceWing - Over The Top VOIP

Verizon fully discloses the limitations of its VOIP product to customers

Customers are fully informed that Voice Wing does not have backup power and that the service will not work without electrical power.

This information is provided to customers in the following ways:

The User Guide. VoiceWing’s terms of service. In FAQs on the website. In the FAQ with the Personal Account Manager.

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Emergency Preparedness Education

Telephone Usage in Emergencies

The Customer Information Guide provided in all Verizon telephone directories

educates customers regarding the following:

Don’t use 911 unless there’s an emergency. If no dial tone obtained, stay on the phone as dial tone may be delayed due to network

congestion. Other common sense information about helping reduce telephone traffic into and out of a

disaster areas.

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Annual Customer Notices

Verizon notices customers annually about calling

during emergencies

How to reduce the negative impact of network congestion.

Proper use of 911.

Family communications plan.

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Recommendations:

Broad based customer education will create the most public good.

The Commission should include emergency communications information on its CalPhoneInfo website.

The Commission should use its relationships with CBOs, state and local government, and emergency service providers to disseminate emergency communications educational material.

Key elements of further customer education:

Encourage consumers to create a personal communications plan Keep extra wireless batteries and car-charger adapters for wireless devices and make sure to keep wireless

device batteries fully charged. Practice sending text messages. Text messages can often get through when voice calls cannot. The vulnerability of cordless phones in power outages Purchasing UPS (uninterruptible power supply) units to power several devices, including computers for

access to the Internet.