Category: Customer Service

If you’ve recently canceled your Brightspeed Internet service or received a replacement device, you may need to return your Brightspeed modem. Returning equipment on time ensures you avoid unnecessary fees and helps Brightspeed recycle or refurbish the device. 

In this guide, we’ll walk you through everything you need to know to make the Brightspeed modem return process as smooth as possible.

Check Brightspeed’s return policy

Before you begin, it’s essential to review Brightspeed’s official return policy to make sure your equipment is eligible for return. Customers must return modems within 30 days of service cancellation or equipment replacement to avoid non-return charges. It’s a good idea to have your account information handy to verify specific return windows.

For the most accurate and up-to-date details, visit Brightspeed’s official return policy page here: Brightspeed return policy. 

 

Prepare your modem for return

Once you’ve confirmed your modem needs to be returned, take a few minutes to properly prepare it for shipping:

1. Reset the modem: Perform a factory reset by holding the reset button (usually a small hole on the back) for about 10 seconds. The factory reset clears your personal data from the device.
2. Gather all accessories: Ensure you include all original accessories that came with the modem, such as power cords, Ethernet cables, and any manuals or packaging.
3. Clean the device: Wipe down the modem and accessories to ensure they’re in good condition.

Returning everything you received helps prevent fees and ensures the device can be reused or recycled.

Request a Return Authorization

To begin the return process, you’ll need to contact Brightspeed customer support. They can provide you with a Return Authorization Number (RMA) and specific instructions for your return. 

Have your account number and device serial number ready to expedite the process.

 

Shipping instructions

Once you’ve received your return authorization, follow Brightspeed’s shipping instructions. Here are a few general tips:

• Use the original packaging if available, or a sturdy box with adequate padding to protect the modem during transit.
• Label the package clearly with the RMA number, if required.
• Ship the package using the method recommended by Brightspeed—often, a prepaid return label is provided.

Be sure to drop off the package at the correct shipping carrier (e.g., USPS, UPS, or FedEx), depending on your instructions.

Track your return

After shipping, keep your tracking number handy, allowing you to monitor the progress of your return and confirm that it was delivered. Brightspeed may also update your account status once the return is processed.

You can check the status by logging into your Brightspeed account or contacting support if confirmation isn’t received within a few business days.

Return Brightspeed modem

Completing a Brightspeed equipment return is simple if you follow these steps: check the return policy, prepare your equipment, request authorization, ship it securely, and track the return. If you have any questions, don’t hesitate to contact Brightspeed customer support for help.

 

Making sure your Brightspeed bill is up-to-date and paid is essential for preventing any pesky service interruptions. Brightspeed offers three easy ways to check the status of your bill—online, through your account portal; via the Brightspeed app on your mobile device; and over the phone with one of our customer service representatives. See the resources below for detailed instructions on how to check and pay your Brightspeed bill.

How to pay your bill online

To pay your Brightspeed bill online, you will need a MyBrightspeed account. This is easy to set up, and if you need assistance creating your online account, customer service reps are available for online chat to get you started. 

Once you have your MyBrightspeed account, paying your bill online is quick and easy.

1. Log in to your account. Visit https://myaccount.brightspeed.com/uni-login and log in using your service address or the phone number associated with your account as your username, along with a password. 
2. Go to the Billing page. Once you’ve navigated to the Billing page, what you see will depend on your account type. If you have a prepaid account, you won’t see any options. If you do not have a prepaid account, you’ll see Account Balance, View Current Bills, View Previous Bills, and Billing Setting options, as well as a Pay Now button.
3. Make your payment. Click or tap the Pay Now button. If you’ve made previous payments, your credit or debit card or e-check bank account information should already be populated. If not, enter a payment method, including card or account numbers and billing address. After entering your details, confirm the payment.
4. Set up auto-pay (optional). To ensure you make your monthly payment, consider setting up auto-pay, a feature that deducts the amount due from your account each month. We recommend this for all customers.

How to pay your bill in the app

To pay your bill in the Brightspeed Internet app, you’ll need to set up your MyBrightspeed account using your service address or phone number. Once you have your account, you can access it via the mobile app.

1. Download the app. Download the Brightspeed Internet app from the Google Play Store or App Store. Install it and open it on your phone.
2. Enter your login information. Using the username and password from your MyBrightspeed account, enter your information to access your account via the mobile app.
3. Make Payment or visit Billing section. On your home screen in the app, you’ll see your current account balance with a yellow button below with the option to Make Payment. You can also navigate to the Billing section from the bottom menu of any screen. You can make payments from your home or Billing screen.
4. Make your payment. If you’ve made previous payments, your credit or debit card or e-check bank account information should already be populated. If not, enter a payment method, including card or account numbers and billing address. After entering your details, confirm the payment.
5. Set up auto-pay (optional). As in your account dashboard online, you can enable auto-pay from the mobile app.

Taking care of a late payment

You will receive a late fee if you miss a payment. We recommend setting up auto-pay in the app or on the Billing page of your online account dashboard to prevent any late payments, but if you’re in a situation where you can’t pay your bill, there are payment plan options available. Visit Brightspeed’s Payment Plan Tool to split bills into up to three payments to get back on track.