How to return a Brightspeed modem

If you need to return a modem to Brightspeed, it is important to follow the packing and shipping instructions below, to ensure your package is processed correctly and avoid any unreturned modem fees. 

Select the button to start the return label process. On the UPS site, click "Continue as Guest" and then follow the instructions to get your return label.

In addition, see a few special notes that apply if you are canceling service, returning a faulty modem, or have connected service with a self-provided modem
 

Important note: If you are canceling service and you lease your modem, or if you are ordering a replacement Brightspeed modem, you must return your current modem within 30 days to avoid equipment charges of up to $200.

Options for Return Labels

You have two choices for return labels after entering your name and address on the Brightspeed returns website. Lacking a printer? Not an issue. There are choices available that don't involve printing  

 

  • Print and email your return label: You will receive the label as a PDF through email, where you can print it now or at a later time. Even better, you may take that email to a UPS Store and ask them to have it printed for you.
 
  • Request a QR code: You will receive a digital code that you can present along with your boxed modem at a UPS Store. After printing your return label and scanning your barcode, the store employee will ship your goods.

Packing and shipping instructions

Next, carefully follow these instructions to make sure your cargo arrives securely and is handled correctly. This will help you avoid equipment charges for items that aren't returned.  

 

  1. Gather your modem/router and all cords that were supplied by Brightspeed. Also include any wireless accessories that you received from Brightspeed.

  2. Pack these items in a rigid box with flaps intact. Use cushioning material to make sure the equipment stays in place and is well padded. 

  3. Close the box with strong tape designed for shipping.

  4. Cover or remove previous shipping labels on the outside of the box.

  5. Fold the printed label at the solid line. Attach it to a single side of the box in a clear shipping pouch or covering the entire label with clear shipping tape.

  6. Drop the box off at any authorized UPS Shipping Center location near you.

You may be wondering why we can't just give you the return address. The reason for this is that without the appropriate UPS return label, the package cannot be tracked or properly associated with your account.

Special instructions

Modem recycling program

Did you know that less than 20% of discarded electronics were recycled worldwide in 2019? We are doing our part to keep e-waste out of landfills, but we can't do it without you! Please follow the return instructions above and the link below to ship your old Brightspeed modem* back to us, and we will refurbish or recycle it — at no cost to you. Thank you for your partnership in this important initiative. 

* Please check for a Brightspeed sticker or logo on the modem before returning, to ensure it is a Brightspeed modem. Note that if your modem is still under warranty or leased and you need a replacement, you need to contact our support team to order a new one before returning your current modem.

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