Not receiving email from Brightspeed?

There are a few things you may check to identify and resolve the issue if you aren't receiving email from us.

Confirm your email address

Making sure your email address is entered into our system correctly is the first step. Even if you are very certain, it is still wise to double-check in case a single little error is keeping your mail from reaching you.

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: Some emails may take up to 30 days to arrive at your new address if you recently changed it. Before transferring critical account information, we do this to ensure your security and to confirm the email change is real.

Check your spam/junk folder

Emails from unidentified or suspect sources are automatically routed to the "Spam" or "Junk" folder, which is present in most email accounts. Because your email account doesn't recognize the sender, occasionally valid emails are sent there by accident.

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.

Review your email settings

Every email application has a variety of functions that can be used to manage your inbox. To determine if your blocking, filtering, address book, and mail forwarding settings are the issue, check them out:

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 build rules that specify where various email types go. Some are set up automatically, such as spam screening. You are free to impose additional rules. Make that no filter is automatically relocating your Brightspeed emails to another location, forwarding them to another address, or deleting them.
You can add the senders whose mail you want to receive to your address book or contact list. To ensure that you receive all upcoming communications from Brightspeed, add the three email addresses listed above as one contact in your address book.
You can forward all emails or specific emails to a different account using mail forwarding. If this is enabled, check the "forwarded to" account's inbox to see if your Brightspeed messages have been forwarded there. Turn off the option to remove forwarded emails from the main account, if at all possible. Try disabling forwarding if you suspect that forwarded mails are still going missing in some way.

Tweak 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: