System Upgrade Notice - Now skip modem login step after install and reset

We’ve made setting up your home phone and internet service easier. If you previously had to enter a PPPoE username and password to get your internet or home phone service working, that step is no longer needed. Your modem will now connect automatically — no manual login or call to customer support required.

This upgrade is automatic and won’t interrupt service for most customers. In the rare case your service goes down and you used to enter PPPoE details, follow the steps below to get back online quickly.

Troubleshoot potential service issues related to the upgrade

After this system upgrade, for some customers, who previously had to enter a PPPoE username and password in their modem GUI to bring their modem and service online, internet and phone service may not work automatically and they may have to take one or more of the following actions, one at a time and in order, to make their internet and phone service work. After each step, verify if internet or phone service is working.

Try rebooting your modem.
If rebooting does not work, then set up IPoE in your modem using the instructions below.
- For newer modems such as the C4000 series, C3000 series and C1100 series, use these instructions.
- For non-brightspeed modems and older modems, set up IPoE by looking at the WAN settings in the modem GUI.
As a last resort, you may reset your modem.

As a result of this system upgrade, if you have a non-brightspeed modem and you make changes to your account or order new service after April 1, 2025, you will have to remove the 201 VLAN tag setting in your modem to make your internet and phone service work.