Always contact your local Law Enforcement Agency and they will contact Brightspeed for assistance.

In addition to contacting Law Enforcement, you may consider Brightspeed's Call Trace feature.

The *57 feature can be used at any time but will only trace the last incoming call. There is no required amount of time that the caller needs to be on the line; there simply needs to be a connection made.

To trace a call, hang up from the call. Pick the phone back up and be sure to obtain a clear dial tone. Dial *57 and listen to the recorded information provided. The recording will not provide the calling party's phone number; it will only indicate whether or not you've had a successful trace.

If you hear a fast busy instead of a recording, please speak with a Brightspeed customer service representative to check the availability of the Call Trace feature. Business Office numbers can be found on your Brightspeed bill.

There is a per use fee applied when you successfully trace a call. Fees vary per state. Please contact the Business Office for more information on rates. If the trace was not successful, there is no charge.

The Call Trace feature will also trace calls that are intentionally being blocked by the caller. That means that Private, Blocked or Restricted calls can be traced. Unknown, Unavailable or Out of Area calls cannot be traced.

Once you have traced the call, contact your local Law Enforcement Agency. The trace results will only be released to a Law Enforcement Agency with a subpoena or court order. A successful trace will include the phone number captured and if that phone number is serviced by Brightspeed, the name and address will be released. If your Law Enforcement Agency has any questions regarding this process, please have them call the Brightspeed Trust & Safety team at 704-314-2390, or have them email: subpoena@brightspeed.com.

Hang up calls are often from telemarketers with auto dialing devices that sometimes call more numbers than they have operators available. Calls may be received between 7am and 9pm, 7 days a week. It is not unusual to receive three to five calls per day.

The best way to stop those calls is to register your phone number on the Federal Trade Commission's National Do Not Call Registry. Federal Do Not Call laws allow you to place residential landline and wireless phone numbers on the National Do Not Call Registry to prevent telemarketing calls to those numbers. If you would like to add your numbers to this list, you may do so by calling 1-888-382-1222, or by visiting www.donotcall.gov. Some states provide their own Do Not Call List. Please contact your State Attorney General for details.

Please note that being on a federal or state Do Not Call list will not keep Brightspeed customers from receiving our marketing calls because we have an established business relationship with our customers.

Residential customers who do not want to receive our marketing telephone calls may ask to be placed on our internal Do Not Call list. If a current Brightspeed customer does not want to receive our marketing calls, the customer must expressly tell us not to call by getting on our internal Do Not Call list. You can also contact the Business Office number found on your Brightspeed bill.

It may take up to thirty days for your choices regarding marketing contacts to become effective. If you are our customer, you will still receive bills, service-related contacts and notices from Brightspeed even if you choose not to receive marketing contacts.

Federal Do Not Call laws allow you to place residential landline and wireless phone numbers on the National Do Not Call Registry to prevent telemarketing calls to those numbers. If you would like to add your numbers to this list, you may do so by calling 1-888-382-1222, or by visiting www.donotcall.gov.

Please note that being on a federal or state Do Not Call list will not keep Brightspeed customers from receiving our marketing calls because we have an established business relationship with our customers.

Residential customers who do not want to receive Brightspeed marketing telephone calls may ask to be placed on our internal Do Not Call list. If a current Brightspeed customer does not want to receive our marketing calls, the customer must expressly tell us not to call by getting on our internal Do Not Call list. You can also contact the Business Office number found on your Brightspeed bill.

It may take up to thirty days for your choices regarding marketing contacts from Brightspeed to become effective. If you are our customer, you will still receive bills, service-related contacts and notices from Brightspeed even if you choose not to receive marketing contacts.

If you are wrongfully receiving debt collection calls, please contact the Federal Trade Commission's Fair Debt Collection Department at 877-382-4357.

Call blocking is a feature that may be placed on your telephone number. The Brightspeed Trust & Safety team is not able to add features. Call blocking is not available in all areas. For assistance with the call blocking feature, or any other feature, please speak to a Brightspeed customer service representative for more information. Contact the Business Office number found on your Brightspeed bill.

You can obtain your billing information in these ways:

• Access your account online through the Control Center (Business) or My Brightspeed (Residential).
• Speak with a Brightspeed customer service representative by contacting the Business Office number found on your Brightspeed bill.

If you suspect your telephone or Internet conversation is being illegally monitored (wiretapped), please contact Brightspeed Repair department by calling the Repair number found on your billing statement or in your directory. You can also open a Repair ticket online via the Control Center (Business) or My Brightspeed (Residential). Repair will log your concern and a technician will evaluate your line.

The Brightspeed Fraud Management Operations Center is committed to eliminating revenue losses due to fraud through investigation, education, and policy enforcement, acting ethically and with integrity. The fraud team aggressively researches solutions to emerging fraud trends by determining the root cause and implementing preventative measures affecting process and/or policy changes.

If you are a customer and wish to report fraud related to your Brightspeed service or to report a fraudulent incident, please contact the Business Office number found on your Brightspeed bill.

You can also email the fraud organization at: fraud@brightspeed.com.

Always contact your local Law Enforcement Agency and they will contact Brightspeed for assistance.

All subpoenas issued in civil cases must be served on Brightspeed's registered agent for service of process, CT Corporation. CT Corporation is authorized to accept subpoenas on behalf of any Brightspeed entity registered to do business by the secretaries of state. You may visit your Secretary of State website for more information. You may also contact CT Corporation at 1-800-624-0909 or visit their website at http://ct.wolterskluwer.com/ctcorporation.

PLEASE NOTE: CT Corporation cannot provide any information other than how to submit a subpoena. If you have any other question or concerns, please contact the Brightspeed Law Enforcement team at 704-314-2390, or email us at: subpoena@brightspeed.com.

Bill Statements 

A customer can obtain copies of their billing statements for the most recent 12 months by accessing their account online through the Control Center (Business) or My Brightspeed (Residential). If you require statements older than 12 months, Brightspeed can provide copies of bill statements with proper customer authorization. Applicable fees may apply.

For additional assistance, speak with a Brightspeed customer service representative by contacting the Business Office number found on your Brightspeed bill.

No information about other Brightspeed customers will be released without a subpoena or court order specifically requesting the above information. Please see our Third-Party Requestor FAQ What kinds of records are available to a third party? 

Call Trace Results (*57) 

Once you have traced a call, contact your local Law Enforcement Agency. The trace results will only be released with a subpoena or court order. A successful trace will include the phone number captured and if that phone number is serviced by Brightspeed, the name and address of the subscriber will be released. If your Law Enforcement Agency has any questions regarding this process, please have them call the Brightspeed Trust & Safety team at 704-314-2390, or email us at: subpoena@brightspeed.com.

Internet Protocol (IP) Subscriber Information 

Internet Protocol information may include the name, address, associated phone number, user ID and time logs of the assigned Brightspeed customer. Brightspeed cannot process requests for IP subscriber information without being provided an exact date, time and time zone. Please note that no information will be released without a subpoena, court order, or other legal demand specifically requesting this information. Applicable fees may apply. 

Local Call Detail 

Brightspeed customers are charged for dial tone, not per call; therefore, local call detail will not appear on your bill. Records of local calls are not maintained in the normal course of business. To attempt to retrieve local call detail, Brightspeed must perform an extensive search of raw switch data and then attempt to assemble the relevant data into a report that can be understood by the requesting party. There is no guarantee that any particular local call record will be obtained. Applicable fees apply to any requesting party, including Law Enforcement agencies because this is data that is not maintained in the normal course of Brightspeed's business. No information will be released without a subpoena, court order, or other legal demand specifically requesting this information. 

Payment 

Payment information may include records of bank, credit card or electronic fund transfer payments. Your payment information can be found in your online bill/account. For further assistance, please speak with a Brightspeed customer service representative by contacting the Business Office number found on your Brightspeed bill.

Payment information can also be procured from your financial institution. 

Subscriber 

Subscriber, or customer, information may include customer name, physical address, billing address, account start date, account end date, current account status, associated numbers, authorized users, types of services, email addresses and/or balance information. A customer may obtain this information about their own account, much of which is available on MyAccount. For additional assistance, speak with a Brightspeed customer service representative by contacting the Business Office number found on your Brightspeed bill.

No information about other Brightspeed customers will be released without a subpoena or court order specifically requesting the above information. Please see our Third-Party Requestor FAQ What kinds of records are available to a third party? 

Toll / Long Distance Call Detail 

An itemized list of outgoing toll/long distance calls, incoming collect calls, calling cards or third party billed calls may be available on your billing statement. If you have an unlimited long distance plan, an itemized list may not appear on your billing statement, however the records may appear in your online account through the Control Center (Business) or My Brightspeed (Residential). Brightspeed can provide available toll records of outgoing call detail with proper customer authorization. Applicable fees may apply.

Prior to billing, Brightspeed may not be able to provide all information that will ultimately appear on the customer's billing statement.

For additional assistance, speak with a Brightspeed customer service representative by contacting the Business Office number found on your Brightspeed bill.

No information about other Brightspeed customers will be released without a subpoena or court order specifically requesting the above information. Please see our Third-Party Requestor FAQ What kinds of records are available to a third party?

Voice Messaging 

You can access your voice-mail messages as long as you have not deleted them. Brightspeed cannot retrieve voice-mail messages once they have been deleted, or if your service has been disconnected. For further assistance, please speak with a Brightspeed customer service representative by contacting the Business Office number found on your Brightspeed bill.

Civil Subpoena

A Civil Subpoena is a discovery request for information used in civil proceedings between private parties. Civil subpoenas may be issued by the attorneys representing the parties in the case. Although there is no legal obligation, it is Brightspeed's general practice to provide notice to its customers of any civil subpoena requesting the customer's information in order to provide the customer with an opportunity to file an objection in the court where the civil case is filed. 

Criminal Subpoena/Search Warrant 

A Criminal Subpoena, or Search Warrant, is a discovery request for information in criminal investigations or formal proceedings. Most criminal subpoenas/search warrants are signed off on by a judge after a review of the law enforcement agency's application. A court case does not have to be filed prior to the issuance of an investigative subpoena or search warrant. Often, an investigatory subpoena will contain an order that the customer cannot be notified of the request for information. 

Court Order 

A Court Order is an order issued by a judge presiding over a civil or criminal case demanding information be released to the court. Court orders are required for the release of the "content" (for example, information contained in emails or web site visits, wiretaps, etc.) of a customer's communication.

When Brightspeed is served a Copyright subpoena requesting identifying information on a particular IP address or addresses, Brightspeed is a third party to the subpoena, meaning we are required to provide certain information requested by the federal court. Brightspeed's practice is to notify our affected customers as a courtesy of possible future litigation. Once we provide the information to the federal court, Brightspeed has completed its legal requirement in the matter.

An example of what prompts a subpoena to be served on Brightspeed as a third party would be a production company suspecting illegal downloads of movies or music. They supply Brightspeed, as well as other Internet Service Providers, lists of IP addresses that logged onto various shared file sites. The plaintiff, in this example, the production company, is trying to identify individuals via IP addresses, who are suspected of alleged downloading of movies or music in an illegal manner. The production company's motivation is to recover lost royalties as they were not compensated for the downloaded product.

When Brightspeed is served a Copyright subpoena, Brightspeed is required by law to provide the following specifics to the requesting federal court:

• Account number
• Connection logs, meaning date and time when the IP assigned to an account, as provided by the production company, logged in and then logged out (was issued and released).
• User name associated with the account
• Customer information (for example, name, address, telephone number)

If you received a notification of a Copyright subpoena, you may decide to file an objection with the federal court (for example, a motion to “quash”). If you wish to do so, contact the appropriate federal court named on the letter prior to the due date specified on the Brightspeed notification. Objections must be filed with the appropriate federal court; Brightspeed cannot assist with the filing. Contact the court clerk for information on filing the motion. The court, case name, and case number are provided in the notification.

Also notify Brightspeed Trust & Safety team of your objection prior to the date specified in the notification letter sent to you by calling 833-363-2571. Be prepared to leave a message including your name, call back number, and a Brightspeed case number, if available. You may also email us at:
Copyright@brightspeed.com. A team member will respond within 1 business day.

Simply raising an objection with Brightspeed will not prevent the release of your information. Brightspeed can only withhold information with proper notification from the federal court if they rule in favor of your objection.

Brightspeed cannot provide more information about the subpoena itself and Brightspeed cannot provide legal advice to you regarding any objections you may have. Please consult with an attorney for legal assistance.

Brightspeed is firmly committed to protecting your privacy.

However, as stated in the notification letter sent by Brightspeed, Brightspeed received a subpoena which legally requires us to produce the information requested on the date specified. Brightspeed has no basis upon which to withhold the information or object to the subpoena on your behalf.

If you have objections to the subpoena requesting information about you, you must file your objections directly with the federal court handling the case, and notify the Brightspeed Trust & Safety team of your objection prior to the date specified in the notification letter sent to you. The court, case name, and case number are provided in the letter.

For specific filing or process questions, please speak to the clerk of the court specified. Notify the Brightspeed Trust & Safety team of your objection prior to the date specified in the notification letter sent to you by calling 833-363-2571. Be prepared to leave a message including your name, call back number, and a Brightspeed case number, if available. You may also email us at: Copyright@brightspeed.com. A team member will respond within 1 business day.

Brightspeed cannot provide more information about the subpoena itself and Brightspeed cannot provide legal advice to you regarding any objections you may have. Please consult with an attorney for legal assistance.

Brightspeed respects your privacy and will only provide information about you to a copyright owner in response to a subpoena or court order. If we receive a subpoena requesting information about your account, such as your name and address, our usual policy is to provide you advance notice and the opportunity to object to the disclosure with the court.

If you have additional questions about how we use, share, and protect the information we gather about our customers in the provision of our services, please reference our Privacy Notice.

Customer data is available to customers through the customer portal.

If the data you seek is not available through the customer portal, please contact your Account Manager for further assistance. Note: Call Detail Records (CDRs) are retained for 2 years pursuant to Brightspeed’s data retention policy.