topic Re: Battery backup or FW500 battery backed up phone question in Broadband & Landline

Battery backup or FW500 battery backed up phone question

insert_name — Mon, 31 Aug 2026 14:40:34 GMT

My parents have been just moved from FTTC to FTTH and the migration went well, they have DV and got sent the big button battery backed up/4G 999 capable FW500 Motorola phone which they didn't order, from what I can see. Any idea why they got sent this?

They're in their 80's so wondered if it's in case the fibre goes down in power cut situation (I Know EE/BT also send out white mini battery backups for the modem/ONT) but they didn't in this case.

Re: Battery backup or FW500 battery backed up phone question

Northerner — Mon, 31 Aug 2026 15:32:21 GMT

Hi @insert_name

Are they registered as vulnerable customers as I assume this is the reason.

Thanks

Re: Battery backup or FW500 battery backed up phone question

JimM11 — Mon, 31 Aug 2026 15:57:28 GMT

@insert_name For the Emergency situation when the FF Full Fibre connection fails. then they have a 4G mobile connection for such instances, do get the mobile number so you are aware off it. The EE help is linked below.

Digital Home Phone FW500 hybrid phone | Devices Help | EE Help

If you want/need the Battery Backup unit, then it's buy it plus the correct cable to match the correct EE Hub that you have. Also linked that below for you.

Search results for "battery backup"

Re: Battery backup or FW500 battery backed up phone question

insert_name — Mon, 31 Aug 2026 16:11:50 GMT

Hi, thanks for your replies - I don't believe they're classed as vulnerable customers, I guess it just got bundled along with a phone adapter when they ordered fibre as the upgrade

I thought it was a nice solution actually, doesn't need a working fibre connection as it'll use 4G it has built in and it's own battery. It's a desk landline phone with mobile SIM all in one. Seems like a good solution.

Re: Battery backup or FW500 battery backed up phone question

JimM11 — Mon, 31 Aug 2026 16:23:56 GMT

@insert_name It sure is one stop gap, elderly neighbour young (90 year old) for me has received same although she is BT Customer, but slight issue with her alarm pendant control and OR/BT stepping up as to either staying on FTTC with DV, or getting a FF FTTP upgrade with DV area is now rated FTTP Priority Exchange. Bit up in the air at present, but it is a cabling route issue from pole/home with the needed hub location in the hallway as it is currently. Mobile is not the greatest location wise, if wifi calling did not work well would have 2 bricks for mobiles.

The manual and operation is all linked above in the thread earlier.

Re: Battery backup or FW500 battery backed up phone question

YorkshireMidge — Tue, 01 Sep 2026 07:51:34 GMT

My mother-in-law had one sent too (we didn't) so we were thinking we must have flagged her as vulnerable (which she is) at some point, eventhough we can't remember doing it.

Re: Battery backup or FW500 battery backed up phone question

JimM11 — Tue, 01 Sep 2026 10:15:22 GMT

@YorkshireMidge Got to be some parameters to direct the FW500 as a sent item to specific group off customers, neighbour across from me in her 90's got one as well but she is a BT customer as the ISP.