Common Brightspeed problems

Common problems

• Internet not working: Area outage, line fault or unpaid bill

  Means

  Brightspeed says service usually stops because of a network outage in your area, a fault on the line or equipment at your address, a problem with your own router or cables, or an account suspended after a missed payment.

  First step

  Check the Brightspeed outage page to see if your area is affected. All steps

• WiFi keeps disconnecting: Modem needs a restart or is overheating

  Means

  The connection drops on one or more devices. Brightspeed points to a modem that needs a restart, too much distance from the modem, or a modem that is running hot. If only one device drops, that device may need an update.

  First step

  Unplug the modem for 30 seconds, plug it back in and wait for a solid green Internet light. All steps

• Can't sign in: Forgotten username or password

  Means

  My Brightspeed needs the username and password you created when you enrolled. If you forgot either one, Brightspeed can email your username to the address on file or let you reset the password.

  First step

  Use the username recovery link to get your username sent to the email on your account. All steps

• Slow internet: Router placement, busy hours or too many devices

  Means

  Brightspeed says slow speeds often come from where the router sits, many devices sharing the connection, WiFi interference or old modem firmware. All networks also get busier from about 7 to 11 p.m.

  First step

  Run a speed test before and after each change. All steps

• Modem light is red: Modem can't reach or log in to the network

  Means

  On Brightspeed tower modems, a red DSL light means the modem can't find the network, and a red Internet light means the network did not accept the modem's login details. A power light that stays red can point to a hardware fault.

  First step

  Turn the modem off, unplug it, wait 30 seconds, then plug it in and turn it on. All steps