Quantum Fiber is changing to Brightspeed: Frequently Asked Questions

We recently announced the close of the sale of our ILEC (incumbent local exchange carrier) business in 20 states to Brightspeed. If you are a Brightspeed customer with questions, you can now contact the Brightspeed customer support team directly at 833-MYBRSPD (833-692-7773) or visit their support center at www.brightspeed.com/help.

Answers to questions about your customer experience

As of October 3, 2022, Brightspeed replaced Quantum Fiber as the service provider in 18 states. We’re here to help you through the transition. Below are answers to our most frequently asked questions.

As we work through this transition, please, be cautious of potential scammers. Do not send any personal or account information to anyone who contacts you by email or phone. Learn more about how to avoid scams >

General questions

If this transaction impacts you, we will let you know before any change happens. Brightspeed will also be reaching out to introduce themselves and provide you with more information about their company.

Please add brightspeed@notifications.brightspeed.com to your approved senders list to keep their emails from going to your spam or junk folders.

This transition began on October 3, 2022. Please watch your inbox for important updates from Brightspeed.

No, the transfer will not cause a service interruption. Your existing products and services will also remain the same.

What is changing

Summary of changes beginning on October 3, 2022

No change	Change
Account number	Company name & logo on bill
Account username	Account password
Billing date & bill format	Company support site
Stored payment information	App & account management site
Current pricing & offers
Equipment

No, the process will remain the same. You will continue to receive a reminder email before the payment date, plus a receipt when your payment is processed. As of October 3, these notification emails will be sent to you from Brightspeed. The emails will have all the same information but will look a little different, as they will include the Brightspeed logo and business details.

Please add brightspeed@notifications.brightspeed.com to your approved senders lists to keep their emails from going to your spam or junk folders.

As of October 3, you need to use the Brightspeed customer website to manage your account on the web.

You can continue to use the Quantum Fiber app until Brightspeed notifies you that you can download their app.

Please add brightspeed@notifications.brightspeed.com to your approved senders lists to keep their emails from going to your spam or junk folders.

You will need to create a new password when you sign in to your new Brightspeed account for the first time. Your username, which is the email address you used when you signed up for Quantum Fiber service, will stay the same.

Watch for an email with more information from Brightspeed on when this change will happen and how to set up your new account.

Please add brightspeed@notifications.brightspeed.com to your approved senders lists to keep their emails from going to your spam or junk folders.

No, your current payment due date will not change.

No, your current price will remain the same and you will keep any special promotions you were receiving.

No, the transfer will not require any change to your modem/WiFi router or any other equipment.

No, your stored payment information will be securely transferred to the Brightspeed account platform.

Yes, the same convenient and secure payment options will be available on your Brightspeed account.

Support and account questions

Please contact the Brightspeed customer support team at 833-MYBRSPD (833-692-7773) or visit the Brightspeed Support Center at www.brightspeed.com/help

Continue using your same sign-in information until you receive a welcome email from Brightspeed prompting you to reset your password. Once you reset your password, you will then use that new password going forward. Your username, which is your email address, will not change.

You need to use the Brightspeed customer website to manage your account on the web.

When you sign in to your new Brightspeed account, you will be able to view your full payment history for the last two years.

Yes, Brightspeed will offer their own app for you to download and install soon. Until then, you can continue to use the Quantum Fiber app. Brightspeed will email you more details about when this change will happen.

Please add brightspeed@notifications.brightspeed.com to your approved senders lists to keep their emails from going to your spam or junk folders.

No. If you want to keep your current service, no action is needed.

The transfer occurred across entire states and regions, so it isn't possible for individual households or businesses to opt out of this change.

You do have the right to choose a different provider for your telecommunication services. If you switch to a different provider, you may pay a transfer fee to that provider, and you will pay that provider’s rates.

Connected Voice questions

No. You will keep the same phone number.

Yes. After you reset your account password and PIN, you will need to record your new voicemail greeting. Visit the Brightspeed support center to refer to the Connected Voice user guide.

Any voicemails not downloaded before October 3 will not be transferred to your Brightspeed account.

Any call history not downloaded before October 3 will not be transferred to your Brightspeed account.

Special circumstances

You do not need to re-enroll in ACP. Your information and accounts will transfer automatically when you become a Brightspeed customer.

If your Quantum Fiber service is paused at the time of the transfer, your Brightspeed service will also be paused. Before your service can resume, you will need to first sign in to your new Brightspeed account and set a new password. Then you can adjust the resume date if needed; otherwise, service will resume on the date you previously selected.

About Brightspeed and the transaction

Brightspeed is a dynamic new company led by industry veterans committed to enhancing the service experience for new and existing customers and to creating a next-generation telecom and connectivity business. Brightspeed currently plans to invest at least $2 billion to build a network that will bring faster, more reliable Internet and Wi-Fi to communities throughout the Midwest, Southeast, and certain parts of Pennsylvania and New Jersey. As of closing, Brightspeed is comprised of the incumbent local exchange carrier (ILEC) assets and associated former operations of Lumen Technologies (Quantum Fiber’s parent company) across 18 states.

Lumen (Quantum Fiber’s parent company) sold parts of our business in 20 Midwest and Southeast states as follows:

Alabama, Arkansas, Georgia, Illinois, Indiana, Kansas, Louisiana, Michigan, Mississippi, Missouri, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia and parts of Wisconsin.

The transaction closed on October 3, 2022, following required approvals in the U.S. For more details on the transaction, visit our transaction FAQ page.