Not receiving email from Brightspeed?

If you aren't getting email from us, there are a few things you can check to find and fix the source of the problem.

Confirm your email address

The first step is to make sure we have your correct email address in our system. Even if you're pretty sure, it's worth double-checking, just in case one small typo is preventing you from getting your mail.

Sign in to My Brightspeed.
Go to My Profile.
Click on "Email Address."
Look at the email address listed. Is it the address you're currently using? Check closely for any errors.

If you can't remember your password to sign in to My Brightspeed, you can reset it.

If you can't sign in to My Brightspeed, you can chat with us instead to have an agent confirm or update your email address.

Note: If you've recently changed your email address, some emails will take up to 30 days to be sent to your new address. We do this to protect your security and verify the email change is legitimate before sending sensitive account information.

Check your spam/junk folder

Most email accounts have a folder called "Spam" or "Junk," and emails from unknown or untrusted sources are automatically sent there. Sometimes legitimate emails get sent there by accident, simply because your email account doesn't recognize the sender.

Check this folder to look for any emails ending in @brightspeed.com or @em.brightspeed.com. If you find any, right click on the email message to mark it "Not spam" or "Not junk," depending on the platform. This will do two things:

Moves the marked messages out of the spam folder and into your inbox.
Tells your email provider that all future messages from that address are not spam, so they will be put directly in your inbox.

Check your email settings

There are several different features in every email program that help you manage your inbox. Check out your blocking, filtering, address book and mail forwarding settings to see if these are causing a problem:

You can use blocking to reject emails from certain senders. Check your "blocked senders" list, just in case one of ours got put there by accident. If you see any addresses ending in @brightspeed.com or @em.brightspeed.com, unblock them.
You can use filtering to create rules that determine where different kinds of emails go. Some, like spam filtering, are set up automatically. You can create other rules yourself. Double check that you don't have a filter that's automatically moving your Brightspeed emails to a different folder, forwarding them to a different address, or deleting them.
You can use your address book or contact list to list senders you want to receive mail from. Add Brightspeed to your address book by creating a single contact with these three email addresses, to ensure you get all future communications from us: @brightspeed.com or @em.brightspeed.com.
You can use mail forwarding to forward all emails or certain emails to another account. If this is turned on, check the inbox of the "forwarded to" account to see if your Brightspeed messages are there. If possible, turn off the option to delete forwarded emails from the main account. If you think forwarded messages may still be getting lost somehow, try turning off forwarding.

Adjust your anti-virus settings

Your anti-virus software could be blocking (or quarantining) emails from us. Open your anti-virus software, and see if there are any Brightspeed emails trapped there. Your software probably has a "safe sender" list option. If so, add @brightspeed.com and @em.brightspeed.com to your list to identify them as safe so they won't be blocked in the future.

Clear your browser cache and sign in again

If you've tried everything else, one of these ideas might solve the problem:

If you're accessing email through a web browser (such as Chrome, Safari, Firefox, etc.), clear your browser cache and cookies, then check your email again. Each browser can provide help on how to do this.
Sign out of your email account, then sign back in. Sometimes this reset resolves errors in your mail platform.

If you can't figure out the problem, chat with us. We're here to help!

Get help with common email providers

For more help, click on the domain that matches your email address: