How to return your Brightspeed equipment

This process must not be used to return Brightspeed Voice+ IP Devices. Please contact your sales agent or open a ticket with Brightspeed repair at (833) 363-2313 to return Voice+ devices.

If you need to return your equipment to Brightspeed, it’s important to follow the packing and shipping instructions below to ensure your package is processed correctly and avoid any unreturned equipment fees.

Click the button to start the return label process. On the UPS site, click "Continue As Guest" and then follow the instructions to get your return label.

Start Your Return

In addition, see a few special notes that apply if you are canceling service, returning faulty equipment, or have connected service with self-provided equipment.

Important note: If you are canceling service and you lease your equipment, or ordering replacement Brightspeed equipment, you must return your current equipment within 30 days to avoid charges of up to $200.

Brightspeed Voice+ IP Devices must not use this process to return devices. The warehouse is not set up for IP Device logistics and sending them via this process may result in the devices being classified as lost or destroyed.

Options for Return Labels

You have two choices for return labels after entering your name and address on the Brightspeed returns website. Lacking a printer? Not an issue. There are choices available that don't involve printing.

Print and email your return label: You will receive the label as a PDF through email, where you can print it now or at a later time. Even better, you may take that email to a UPS Store and ask them to have it printed for you.

Request a QR code: You will receive a digital code that you can present along with your boxed equipment at a UPS Store. After printing your return label and scanning your barcode, the store employee will ship your goods.

Start Your Return

Packing and shipping instructions

Next, carefully follow these instructions to make sure your cargo arrives securely and is handled correctly. This will help you avoid equipment charges for items that aren't returned.

Gather your equipment and all cords that were supplied by Brightspeed. Also include any wireless accessories that you received from Brightspeed.
Pack these items in a rigid box with flaps intact. Use cushioning material to make sure the equipment stays in place and is well padded.
Close the box with strong tape designed for shipping.
Cover or remove previous shipping labels on the outside of the box.
Fold the printed label on the solid line. Attach it to a single side of the box in a clear shipping pouch or cover the entire label with clear shipping tape.
Drop the box off at any authorized UPS Shipping Center location near you.

You may be wondering why we can't just give you the return address. The reason for this is that without the appropriate UPS return label, the package cannot be tracked or properly associated with your account.

Special instructions

If you lease your equipment

If you lease your equipment from Brightspeed, you must return the equipment within 30 days from the date you cancel your service. If you do not, you will be responsible for the full retail cost of the equipment.

If you purchased your equipment

If you cancel service within 30 days of starting a new service, you can be refunded for purchased equipment. The equipment must be in new, working condition, and we must receive the returned equipment within 30 days after the date you cancel service.

If you have had Brightspeed service for more than 30 days and you purchased your equipment, we invite you to return the equipment at no cost to you, and we'll be happy to recycle it.

Canceling service: Final bills

If you recently subscribed to internet service and opted to use non-Brightspeed equipment to connect, you can return the Brightspeed-provided equipment. We strongly recommend that you complete set-up and installation to verify that your own equipment works with our network before sending the Brightspeed equipment back to us.

Be sure the equipment is in new, working condition, and follow the packing and shipping instructions.

If you leased the Brightspeed equipment

You may return a Brighstpeed equipment leased to you. Once Brightspeed receives the returned equipment, your lease will be canceled. If you do not see the lease cancellation take effect after 30 days, please chat with us.

If you purchased the Brightspeed equipment

You may return Brightspeed equipment that you purchased if you are requesting the return within 30 days of purchase. A credit will be issued once we receive the returned equipment. After sending the equipment back, if you do not see the appropriate credit on your bill after 30 days, please chat with us.

If you believe your equipment is faulty and needs to be replaced, contact technical support first to confirm that your equipment needs to be replaced. Our team will help you determine if your equipment can be repaired.

If your equipment is under warranty or leased

If you are confirmed for a replacement, the cost of a replacement will be covered in any these cases:

you lease your equipment; OR
you purchased your equipment and are still under the standard 12-month warranty; OR
you purchased your equipment with @Ease protection.

We can send your new equipment immediately, or you can send us the old equipment before we ship the new one. Your customer service agent can help you decide.

Important: You must return the old equipment within 30 days of receiving a replacement to avoid being charged the full retail cost of the equipment.

If your equipment is no longer under warranty

If your warranty has expired, our technicians can still help you troubleshoot the problem and confirm whether you need a new equipment. Your agent can tell you how to get the best price on a new equipment with any available promotions, and help you decide whether to lease or purchase. Chat with our customer service team to get started.

Not sure what to do with your old equipment? Send it back and we would be happy to recycle it for you.

How to upgrade your equipment

Download the Brightspeed Return Policy

Equipment recycling program

Did you know that less than 20% of discarded electronics were recycled worldwide in 2019? We are doing our part to keep e-waste out of landfills, but we can't do it without you! Please follow the return instructions above and the link below to ship your old Brightspeed equipment* back to us, and we will refurbish or recycle it — at no cost to you. Thank you for your partnership in this important initiative.

Start Your Return

* Please check for a Brightspeed sticker or logo on the equipment before returning, to ensure it is a Brightspeed equipment. Note that if your equipment is still under warranty or leased and you need a replacement, you need to contact our support team to order a new one before returning your current equipment.