How to file a report for a broken or down Brightspeed line

If you see a damaged phone pole, wire, cable or pedestal, call us at 1-833-MYBRSPD to report the problem.

Inform us of the circumstances

When you contact us, you will be asked for the following information:

• Whether you are a Brightspeed customer or not
  
• Your name and telephone number
  
• Which services are affected – telephone and/or internet
  
• How the services are affected – noise on the line, no dial tone, no connection, etc.

Additionally, you may be asked to send us:
 

• Address, directions and/or landmarks to locate damaged equipment
  
• Identifying numbers or marks on damaged equipment 
  
• Description of equipment (i.e. Is the wire smaller or larger than a pencil?)
  
• Cause of damage, if known – termites, lightning strike, car crash, tree limb, construction, etc.
  
• Person/company responsible, if applicable
  
• Description of damage – leaning pole, drooping/cut wire, equipment missing door, etc.
  
• When damage likely occurred (such as days ago, weeks or months)
  
• Any other information – emergency personnel on scene, additional damage imminent

If you want to move or remove equipment

If you need Brightspeed equipment moved or removed, contact us and provide the following information:

• Your name and telephone number
• Your service address
• The best way to reach you
• Type of request: NID, pole or pedestal/terminal
• Reason for move or removal, such as installing a driveway or new construction

Upon receiving your relocation request, a representative will contact you within five business days to further discuss your needs and any associated fees.