Telephone harassment is a crime. If you're receiving threatening or obscene calls, you can trace the source and get help from local law enforcement, even for calls coming from private and blocked phone numbers. Call Trace is already installed with your Brightspeed Home Phone service. Here's how it works.
If you receive a harassing call:
A successful trace captures the calling party's phone number and — if the phone number is serviced by Brightspeed — the name and address as well. The phone number, name and address (if available) are turned over to the Brightspeed Call Identification Center.
For legal and privacy reasons, we aren't able to share the caller's personal details with you. We can only release this information if we receive a subpoena, court order, or a request from a law enforcement agency.
Note: We are not authorized to answer questions about subpoenas or provide legal advice to our customers.
Normally, three successful traces of harassing calls originating from the same number are required before Brightspeed or local law enforcement can take action. Once you've traced a number three times, you can request to take action against the calling party.
Contact us to discuss your next steps. Be prepared to share any relevant information with them, such as the dates and times you've received and traced harassing calls.
You can also contact your local law enforcement and tell them that you've been receiving harassing calls and that you've traced those calls. Be sure to get the name and contact information of the officer who records your complaint. If an officer opens a case for you, make a note of the case number as well.
If your law enforcement agency has questions, have them contact the Brightspeed Law Enforcement Support Team at 1-877-451-1980.
No, Call Trace is already installed on your line. You don't have to order it or have it installed. You're only charged for this calling feature when you successfully complete a trace. Depending on where you live, the fee can be up to $10 per call.
If you successfully trace a call, you hear this message:
"The last call has been traced, and a $xx charge will be added to your bill. Call tracing is a serious business. If the call was life threatening, call the police. If harassing or obscene calls persist, after three traces, call 833-692-7773 for further instructions. You will not receive the name and number of the party who called you."
If you attempt to trace a phone number, but the trace is unsuccessful, you will hear this message:
"The last call to your telephone cannot be traced, so no charge will be added to your bill. If the problem continues, call Brightspeed at 833-692-7773 for further assistance."
If you're trying to trace a number and are interrupted by Call Waiting, the system will automatically trace the call waiting number as the last incoming call. In this case, unfortunately, you would need to try the trace again if and when another call comes in from the same caller.
Call Trace is available in most areas. Charges will appear in the "Pay Per Use" section of your Brightspeed bill.
If you attempt to trace a call but hear a rapid busy tone instead of recorded instructions, Call Trace may not be available in your area.
While telemarketing and collection calls are annoying, they are not illegal and should not be traced — unless they become threatening or obscene, in which case they could be considering harassing. Look at these options for blocking calls.
Private numbers, blocked, and restricted calls can usually be traced. However, unknown, unavailable or out of area calls are not traceable because they don’t contain the data needed for a successful trace.
No, there's no minimum time the caller needs to be on the line. In fact, if the caller hangs up before you can pick up the phone, you probably can still trace the call. A connection simply needs to be made, and that usually happens once the phone rings at least two times.
In most instances, the last incoming call you received — whether or not it was answered and even if it was forwarded — is traceable.
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