Brightspeed wireless internet
frequently asked questions

No, please do not take any of the Brightspeed equipment located on the inside or outside of your home with you when moving. If you would like to have the equipment removed from the outside of your home, please contact Brightspeed to schedule an appointment. If you are leasing a modem, please adhere to Brightspeed’s modem return policy. Failure to return your modem in the time allotted may result in a charge of up to $200.00 to your account.

Wireless Internet service from Brightspeed is a residential service and is not available to small business customers. Please contact Brightspeed or visit us online to learn more about the business services available in your area.

Brightspeed is committed to offering customer service to ensure you have the best experience possible. For product and billing support, contact a customer care representative. Click the chat button on our contact page for 24/7 assistance from an agent.

There are several factors that may impact your service quality, including inclement weather and physical obstructions. A Brightspeed technician will confirm that adequate signal strength is available at your location before installing an antenna and will try to reduce the likelihood of service interruptions. If you believe that your service has been degraded due to inclement weather, please contact our support team.

Note: Objects blocking the outdoor antenna from the surrounding area may interfere with the signal strength and may significantly reduce the quality of your internet service.

No. Unlike satellite internet service, which transports data from the atmosphere direct to a satellite on your home, Wireless Internet service from Brightspeed transports data from a wireless tower to a receiver on your home. This typically results in a better online experience than most satellite internet services offer. 

A Brightspeed technician will choose the best location and position for the antenna to ensure the strongest connection. If there are multiple locations on your home offering similar signal strength, the technician will consult with you prior to installation.

Note: Attempting to move the location of the outdoor antenna will result in a loss of service.

Wireless internet service from Brightspeed provides speeds of at least 10 Mpbs for downloading and at least 1 Mbps for uploading. However, results can vary somewhat, depending on a few factors:

• Using WiFi instead of a wired connection – To achieve the best results over a wireless connection, we suggest placing your modem/router as close as possible to most of your wireless devices, and avoiding physical obstructions like brick walls and large appliances. You will get the best, most consistent connection by connecting directly to the modem with an Ethernet cable.
  
  
• Device speed – Some devices (especially older desktop and laptop computers) have a maximum speed they can achieve and may not be able to perform at the speed your internet service provides.
  
  
• Number of devices – Connecting more than the suggested number of devices for the speed you have purchased can reduce the speed performance on any one device.

Antenna installation and setup typically takes about 2-3 hours.

Many internet woes can be remedied by rebooting your in-home internet equipment. If your Brightspeed service came with an antenna mounted to the outside of your home, please follow the three easy steps below to reboot.

1. Unplug the power supply to the modem and leave it unplugged as you proceed to the next step. Your modem may appear like either of the sample images below. The power supply will be a black cord plugged into a round port on the back side of modem.
   
   
2. Unplug the PoE (Power over Ethernet) adapter power supply and leave unplugged for approximately one minute before plugging back in. This will reboot the outside antenna. The adapter is a small black box between the router, a wall cable and a power supply.
   
   
3. Allow approximately three minutes after plugging the adapter back in for the antenna to regain power and signal. Then plug in the power supply. Wait an additional two minutes for the modem to connect. Look for the "INTERNET" status light to turn green, then check your connection.

If your service is not working after completing the steps above, please contact a Brightspeed representative for assistance.