How to report a down or damaged Brightspeed line

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

Tell us about the situation

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.

It will be helpful if you can also provide:
 

• 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 need equipment relocated or removed

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

Once your move request has been submitted, someone will follow up with you within five business days to discuss what you need done and any costs that will be associated with the work.