Received a Planned Maintenance Notification? Here’s What to Expect

Brightspeed performs planned maintenance to help keep our network reliable and running at its best. If you receive a notification from us, scheduled work may temporarily affect your service. Here’s what you need to know, why this work is important, and what you can expect.

When will I receive Planned Maintenance updates?

When planned maintenance may affect your service, we'll keep you informed with SMS updates before and after the scheduled work.

Two days before maintenance – 8:00 AM local time

We'll give you an early heads-up, including the date and expected maintenance window, so you have time to plan.

Evening before maintenance – 5:00 PM local time

We'll send you a reminder that maintenance is scheduled for that night.

Morning after maintenance – 8:00 AM local time

We'll let you know that the planned maintenance is complete.

Most planned maintenance takes place overnight in the early morning hours, to minimize disruption. We don't send SMS updates overnight, so you'll receive the completion notification the following morning.

Can I opt out of planned maintenance?

No. Planned maintenance is performed when necessary to maintain and improve the Brightspeed network. However, our goal is to provide advance notice when your service may be affected so you have time to prepare.

How do I stay up to date on Planned Maintenance?

Make sure you're opted in to receive service and account updates from Brightspeed. Log in to your Brightspeed account and go to Manage Communication Preferences to review or update your preferences.

What is planned maintenance?

Planned maintenance is scheduled work on the Brightspeed network that helps us maintain, repair or improve our equipment and services. Unlike an unexpected outage, planned maintenance is scheduled in advance so we can give you a heads-up when your service may be affected.

Why does Brightspeed perform planned maintenance?

Planned maintenance helps us keep our network running reliably. It may include work needed to maintain equipment, make repairs, improve network performance or support future network improvements.

Performing this work proactively can help us address network needs before they lead to larger service issues.

Why does planned maintenance happen at night?

Most planned maintenance is scheduled overnight, when fewer customers are actively using their service. This allows us to complete necessary work while minimizing disruption to our customers.

Will my service be interrupted?

It may be. Depending on the work being performed, you could experience a temporary interruption to your internet or phone service during the maintenance window.

Your SMS notification will include the expected maintenance timeframe so you can plan accordingly.

Is planned maintenance the same as an outage?

No. An outage is an unexpected disruption to your service. Planned maintenance is scheduled work that we know about in advance.

Because the work is planned, we're able to notify affected customers ahead of time and give you an opportunity to prepare for a possible service interruption.

Do I need to do anything before planned maintenance begins?

Usually, no action is required. If you rely on your internet or phone service during the scheduled maintenance window, you may want to plan for the possibility of a temporary interruption.

What should I do when planned maintenance is complete?

In most cases, your service should return automatically once the work is complete. If your internet service doesn't return after the maintenance is complete, try restarting your Brightspeed router by unplugging the device for 30 seconds and plugging it back in. If you're still having trouble, visit Brightspeed.com/help for troubleshooting help.

What if the maintenance takes longer than expected?

Sometimes network work can take longer than originally planned. We'll work to complete the maintenance and restore normal service as quickly as possible.

Because we don't send SMS messages during quiet hours, you may not receive another text while overnight maintenance is underway.

What if I receive a planned maintenance message but my service isn't interrupted?

That's good news. We may notify customers whose service could potentially be affected, but not every customer will necessarily experience an interruption during the maintenance window.