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Help with your fiber internet

Just got set up? Start with these two — they're what most people need first.

Fast Fibre is an independent local service, not Brightspeed. For your account, bill or repairs, contact Brightspeed: 833-692-7773 (para español, opción 9).

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AI assistant · answers in seconds

Hi! I'm the Fast Fibre help assistant. Ask me about your fiber internet, Wi-Fi or equipment. For your account and repairs, I'll point you to Brightspeed.

AI assistant — it can make mistakes. It can't see your account: for that, call Brightspeed at 833-692-7773.

Common questions

Internet not working

My internet stopped working. What should I check first?

Try these in order: 1. Check for an outage at brightspeed.com/outages. 2. Make sure the router is plugged in and its light is on. 3. Check that the small fiber box (ONT) on your wall or outside has power. If it's in the garage or outside, its outlet may be a GFCI outlet that tripped — press the outlet's Reset button. 4. Push the cable from the wall jack or fiber box firmly into the router's WAN port. 5. Restart the router. Still down, or the router shows it's connected but nothing loads? Call Brightspeed support at 833-692-7773.

How do I restart my router?

Unplug the router's power cord, wait about 10 seconds and plug it back in. Give it a few minutes to start up. On Brightspeed's fiber routers the status light turns solid green when you're back online. Don't hold down the Reset button: a long press can erase your Wi-Fi name and password.

How do I know if there's an outage in my area?

Check brightspeed.com/outages, or sign in to My Brightspeed or the Brightspeed app, which can test your line and show known outages. You can also call Brightspeed support at 833-692-7773. When an outage is over, restart your router.

My internet keeps cutting out. What can I do?

Try these in order: 1. Restart the router: unplug it, wait about 10 seconds, plug it back in. 2. Make sure the cable between the fiber box (ONT) and the router is clicked in firmly at both ends. 3. Check that the fiber box has power. If its outlet is in the garage or outside, it may be a GFCI outlet that tripped — press the outlet's Reset button. 4. If it's just one device dropping off, have it forget your Wi-Fi network and join again. Still cutting out? Call Brightspeed support at 833-692-7773 — they can test your line.

What do the lights on my router mean?

On Brightspeed's Calix fiber routers: • Solid green: you're online. • Blinking amber: it's starting up or updating — give it a few minutes. • Slow blinking red: no internet. Check the cable from the fiber box to the router, then restart the router. • Fast blinking red: the router couldn't start. Restart it. • No light: no power. Check the power cord and the outlet. Still red after a restart? Call Brightspeed support at 833-692-7773 — that's one for their repair team.

Wi-Fi, speed and the app

How do I connect my phone, TV or other device to Wi-Fi?

Your Wi-Fi name and password are on the sticker on your Brightspeed router: the name is next to SSID, the password next to WPA Key or Key. On the device, open Wi-Fi settings, tap your Wi-Fi name and type the password exactly as printed — capital letters matter. Heads up: there's no letter O in the password. Anything round is the number zero (0). If you changed the name or password since, use the new ones.

Step-by-step guide with pictures
How do I see or change my Wi-Fi name or password?

The original ones are on the sticker on your router. To see the current ones or change them, use the free Brightspeed WiFi app: tap Network at the bottom of the screen, tap your Wi-Fi name, then tap Edit. Tap the eye icon to show the password. To change it, type a new name or password and tap Save. After a change, reconnect each phone, TV and laptop with the new password — the sticker on the router won't match anymore.

Step-by-step guide with pictures
I had Brightspeed before. How do I set up the WiFi app?

Sign up in the Brightspeed WiFi app with a new email address — a different one from what you used with Brightspeed before. The app can't switch an old account over to a new router, so an old login just gets you stuck. Brand-new customers can sign up with any email. Then scan the QR code on the back of your router and follow the steps.

Step-by-step guide with pictures
My Wi-Fi is slow or weak in some rooms. What can I do?

Wi-Fi gets weaker with distance and walls. Put the router in an open, central spot, off the floor and away from microwaves, cordless phones and baby monitors. Newer Brightspeed fiber installs include mesh Wi-Fi extenders — place one about halfway between the router and the weak room. For a TV, game console or computer that stays in one place, an Ethernet cable is the fastest and steadiest connection.

My speed test shows less than my plan. Why?

A test over Wi-Fi measures your device and Wi-Fi, not just your line, and many phones, laptops and older devices can't reach gig speeds over Wi-Fi. For a fair test, plug a computer into the router with an Ethernet cable, close other apps and use Brightspeed's speed test. The Brightspeed WiFi app can also measure the speed coming into your router. If a wired test is still far below your plan, call Brightspeed support at 833-692-7773.

Your equipment

What's the small box on my wall or outside my house?

That's the fiber terminal, called an ONT. It connects your home to Brightspeed's fiber network and passes the signal to your router. It needs power to work, so keep it plugged in. It stays with the house: don't open it, don't unplug or bend the fiber cable, and don't send it back if you cancel.

Can I use my own router or mesh system?

Yes. Your own router needs a gigabit Ethernet WAN port and should support your plan's speed and current Wi-Fi (Wi-Fi 5 or 6). Keep in mind that Brightspeed's team can fully support only Brightspeed routers, which also come with built-in security features. Mesh systems and extenders that support Wi-Fi 6 (802.11ax) work alongside Brightspeed's routers.

Bill and account

How do I pay my bill or set up AutoPay?

Sign in to My Brightspeed on brightspeed.com or in the Brightspeed app to see and pay your bill, turn on AutoPay or switch to paperless billing. You can pay by card or from a bank account. To pay without signing in, use Quick Bill Pay on brightspeed.com.

I have a question about my bill, plan or appointment.

We can't see or change Brightspeed accounts, but Brightspeed support can: call 833-692-7773 (para español, opción 9) or chat with them at brightspeed.com. For install and repair visits, Brightspeed's site has Where's My Technician? and an appointment manager.

How do I reach Brightspeed?

Call 833-692-7773 for account and technical support (para español, opción 9), or chat with Brightspeed at brightspeed.com/help. Have your account number or the phone number on the account handy.

Moving, changes and canceling

I'm moving. Can I take my service with me?

Brightspeed can move your service if it's available at your new address. Check the new address and schedule the move at brightspeed.com/moving, or call Brightspeed support at 833-692-7773. Fiber customers can use Brightspeed's EasyMove. Start early so the new place is ready when you arrive.

How do I change my plan or cancel?

Plan changes and cancellations go through Brightspeed, not us: call 833-692-7773. Cancellations are handled weekdays, 8 a.m. to 6 p.m. If you cancel or change service, return any leased equipment within 30 days.

Do I need to return my equipment?

Leased routers and modems go back to Brightspeed within 30 days after you cancel or change service, or you may be charged for them. Brightspeed provides a UPS return label or QR code. The fiber box (ONT) and anything labeled "Property of Brightspeed — do not remove" stays in the house.

About this page

Who runs this page? Is this Brightspeed?

No. Fast Fibre is an independent local service that helps people get Brightspeed fiber. This page answers common questions after installation. We can't see your account or your connection — for those, call Brightspeed support at 833-692-7773.

Is it safe to ask questions here?

Yes — just don't share personal details. We never need your account number, PIN, passwords, Social Security number or card details. Questions you type are saved for a limited time so we can improve the answers; see our Privacy page.

Based on Brightspeed's support information as of 2026-09-27. Brightspeed's own help center: brightspeed.com/help.