Talk to a named agent
Every request has an owner. You are told their first name, you can ask for them again, and they see the full history so you never repeat yourself.
Support for Brightwire home internet
A real person, on the line in under two minutes.
When your connection drops or a bill looks wrong, you should not have to wade through menus. Brightwire Support has a team of 42 people in Chicago who answer calls, chats and emails, fix most problems in one conversation and call you back if they cannot.
Service this quarter
- Average time to pick up a call
- 94 sec
- Of problems solved in one conversation
- 88%
- Average rating out of five
- 4.8
- Days a week the phones are staffed
- 7
Reach us the way you prefer
Phone, seven days a week
Call 08:00 to 22:00 on weekdays and 09:00 to 18:00 at weekends. If the queue is longer than five minutes, press 1 and we ring you back in your place.
Chat that keeps the thread
Start a chat on your phone, close the app and pick it up on your laptop an hour later. Your agent stays with the conversation until it is resolved.
What happens after you reach out
- 01
We confirm who you are
A quick check on the account holder's name and ZIP code, so nobody else can change your plan or your payment details.
- 02
We fix it, or tell you exactly when
Most problems are solved while you are connected. If an engineer has to visit, you choose a two-hour window and get a text when they are on the way.
- 03
We follow up the next day
A short message asks whether the fix held. If it did not, the same agent reopens your request and keeps it until it is right.
Customers on their last call
“My internet went down during a work call. I rang, Dani answered in a minute, and an engineer came the same afternoon with the part already in the van.”
“I was charged twice after moving house. One call, one apology, and the refund was in my account by Friday with an email that explained why.”
“I am not technical. They talked me through restarting the router and then told me what to say if it happened again. Nobody made me feel silly.”
Before you call
Is there a fault in my area?
Check the topics page for current outages by ZIP code. If your area is listed, you will also have received a text with an estimated repair time.
Do I need my account number?
It helps, but the name on the account and your address are enough for us to find you.
Can a family member call for me?
They can report a fault, but changes to the plan or payment details need you to give permission on the call or in the app.
Open a support request
Tell us what is wrong and the best time to reach you. An agent writes back within one hour during opening times.