Click on the accordion tabs below to get answers to our most frequently asked questions.

How do I notify Astound if I change the address of my phone equipment - for e911 notification (in case of an emergency)?+

Astound must have an accurate street address for the location of each landline telephone. It is essential that the telephone’s address matches the physical location, so that in case of an emergency, 911 is able to direct emergency personnel (fire, police, and other emergency responders) to the correct location.

If you would like to make an address update request, please complete the 911 Address Update and Verification Form.

What happens to my Business Voice service if Astound loses power?+

Astound Business Voice, like all Astound services, also requires that our facilities maintain power. To that end, all of our key facilities have automatic back-up generators, and we have our own back-up power supplies at most other levels throughout our systems, as well as contingency plans in place to minimize the likelihood of an outage. In the unlikely event that the Astound facility that supplies service to your business loses power, then your phone service will not work, even if you have power at your location. If you have an emergency alert system that uses your phone system, such as Life Alert, it will not work if your Business Voice service is not working. We encourage you to have backup power source available to maintain your phone service in the case of a power outage to your location— as well as alternative methods of communication, such as a cellular phone for emergency situations. Call us at 1-833-249-2786 if you have any questions.

Will my phone work if the power goes out?+

Astound Business Voice service is delivered via packet technology, and unlike an internet phone service, we use our own fiber-optic connection and a dedicated private network to ensure the highest quality service. It relies on a telephony modem to work, and that modem requires power to operate. If you lose power in your location, your phone will not work unless you have a backup power source. While this rarely impacts our customers, we want to make sure you know how to stay prepared if this situation should ever arise.

Astound offers a battery back-up solution for in case of a power outage. For most modems, this battery costs $39.95 and provides eight hours talk time and twelve hours standby. To order a back-up battery, please call Astound at 1-833-249-2786. If you have your own back-up power supply, such as a generator, then you can use this power source to run your telephony modem during an outage. We also recommend having at least one telephone receiver in your location that does not require an external power source (does not plug into an electrical outlet).