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How to upgrade your internet service
If you are an existing Brightspeed customer and want to upgrade your internet speed, check to see if you’re eligible for a service upgrade. In many cases, an upgrade will use the same lines that have already been installed — but you’ll get a faster connection and a WiFi upgrade with speed and bandwidth that meet your needs.
Do I need to upgrade my internet speed?
Keep an eye out for these signs that you might need to upgrade your internet service:
- Your household experiences slow internet speeds when multiple people in your home are using their devices at once (such as someone gaming and someone working from home).
- You have difficulty using applications like video conferencing because of lag or buffering.
- It’s taking too long to download or upload large files.
- Your modem or other equipment is outdated. (Here’s how to tell if you have a current Brightspeed modem.)
If one or more of these apply to you, there’s a good chance you could benefit from upgrading your speed.
You can also use our Brightspeed speed test on your home’s WiFi network to get an idea of the speeds you’re working with. Then, see What internet speed do I need? for some basic benchmarks based on your needs and the number of devices you use at once.
Check your service options
The specific Brightspeed services available to you depend on where you live. Here’s how to find out what’s available:
- Sign in to your account on the My Brightspeed website or the Brightspeed Internet app.
- Go to the Services section to see which high-speed internet service you have now and whether any others are available to you. If you don't have a My Brightspeed account, you can set one up using your account number and billing zip code.
- Once you're in the Services section of My Brightspeed, you'll see a message that tells you what your current service speed is and whether any faster services are available. You will have one of the three scenarios shown below.
No upgrade available (you have the fastest service in your area)
If you see Notify me when faster speeds are available in my area, this means you already have the fastest Brightspeed internet service available in your location. You can click the "Notify me" link to sign up for alerts of future upgrade opportunities.
Upgrade available - Call or chat to order
If you are eligible for an upgrade based on your location, you will see a message under Internet plan that tells you how to proceed. Click the "Upgrade modem" link to continue.
Check for upgrades - Order online
If a Check for faster speeds link appears under Internet plan, click on it to check for upgrade options. If a faster service is available, you can order an upgrade online, in most cases. In the event that online ordering isn't available, you will be able to call or chat to complete your order.
What to expect when you upgrade your Brightspeed service
If you qualify for an upgrade based on your location, your order will fall into one of these three types, based on your current service and equipment:
- A simple order change – You don't need different equipment and no further action is required on your part. Once the order is placed, you can expect the new speed to be active by 5 p.m. on the start date of the new service.
- New equipment required – If the service agent determines that your old modem will not be compatible with the new speed, we will ship you a new one. The shipping time will typically be three business days, and you will not be charged a shipping fee.
- New equipment and a service appointment required – Depending on the type of high-speed internet you have currently, you may need a Brightspeed technician to come to your home and do additional installation work to complete your upgrade. In this case, the standard technician installation fees apply. You will receive your new modem via UPS, and need to return the old one to Brightspeed in exchange. Your service agent will walk you through what to expect from your appointment and how you can return your old modem.
Note: Rate changes associated with an upgrade take effect when the upgrade is installed and the new service begins.
Learn more about using your own modem.
Ready to upgrade?
When you’re ready to upgrade, we’re ready to help. Contact our customer service team to learn about all your options and hear any special promotions you might be eligible for.
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