FAQ

What is Lifeline and how do I qualify?   

A resident is qualified if the current total household income is at or below 150 percent of the federal poverty guidelines. A resident is also qualified if they are currently receiving: Medicaid, Low-Income Home Energy Assistance Program support, SNAP, Federal Public Housing Assistance, Supplemental Security Income (SSI), Health Benefit Coverage under Child Health Plan (CHIP) under Chapter 62 support, National School Lunch Program - Free Lunch Program, Temporary Assistance for Needy Families (TANF).

The Lifeline program is administered in Texas by the Public Utilities Commission of Texas and is combined with other state government funding that reduces the monthly cost of phone or broadband service for qualifying low-income Texas households. If you qualify, you could get the following benefit of the program with a participating service provider in your area:

Lifeline reduces the basic monthly telephone rate up to $12.75 for those who qualify. This program does not cover the cost of additional services such as caller ID or voice messaging. In addition, a reduction for installation of local telephone service may be available to these customers through the Link-Up program.

You can apply for Lifeline Discounts by calling toll free 1-866-454-8387. 

*The information on this webpage is provided by the Public Utilities Commission of Texas.

ENROLLMENT OPENED MAY 12, 2021 



How do I enroll?

Option 1 - Apply with a Service Provider

An adult in the household goes to a participating service provider’s store to apply in person. The service provider will then help the consumer apply through the National Verifier service provider portal or through an approved alternative verification process.

Option 2 - Apply Onlineblack and white laptop image

An adult in the household completes the National Verifier application from any computer or mobile device at getemergencybroadband.org. After completing the application and receiving an eligibility determination from the National Verifier, the consumer can then contact a service provider to apply the EBB benefit to new or existing service. 

The online application will be available in English and Spanish. USAC’s Support Center Services will be available to help with live telephone translation. 

Option 3 - Apply by Mail mailbox image

An adult in the household completes the National Verifier EBB Application Form and mails the form and any supporting documentation to the Emergency Broadband Support Center. 

The application will be available in English and Spanish (instructions also available in 8 additional languages).

Complete the application and send with proof of eligibility to:

Emergency Broadband Support Center

P.O. Box 7081

London, KY 40742

Where can I get a copy of the paper application? 

Coming soon

Who can help me complete the application? 

USAC (the federal agency administering the program) has created an Emergency Broadband Support Center with a hotline (833) 511-0311 and an email (EBBHelp@USAC.org) where they will answer questions for all interested parties. The Hotline is open from 9am-9pm ET. 7 days a week.

I receive Lifeline Benefits. Do I need to complete the EBB Application Form? 

If you are currently enrolled in the Lifeline program, you do not have to apply again for the Emergency Broadband Benefit but you do need to opt-in. You can apply your Lifeline and Emergency Broadband Benefit to the same or separate services. Talk to your Lifeline provider about the services they may have available as part of Emergency Broadband Benefit, including options to apply the discounts to your existing Lifeline service, or contact another broadband provider participating in the EBB Program to apply the benefit to a separate broadband service.

What information do I need to provide in order to enroll? 

(1) full name

(2) date of birth

(3) Social Security Number (SSN) - last four digits

Applicants who choose not to provide their Social Security Number or cannot be verified using a Social Security Number may verify their identity using a variety of other types of identity documentation, including a government-issued ID, passport, driver’s license, or Individual Taxpayer Identification Number documentation.  In the online application SSN text box you must enter 4 zeros "0000", you cannot leave it blank. 

(4) home address 

Cannot be a P.O. Box. 

Applicants who do not have a permanent address/are houseless may use the address for where they receive mail or services (i.e. homeless shelter or community org) or list a descriptive address (cross streets) to identify where they are currently living. 

(5) create a username and password

(6) email and/or telephone number

There is a field in the application for an email address, but it's optional. If you don't have an email address then you will receive communication via mail. 

(7) name, date of birth, and last 4-digits of social security number of the benefit qualifying person if different than applicant 

(8) basis for inclusion in program (e.g., SNAP, SSI, Medicaid, school lunch, Pell Grant, income, provider’s existing program, etc.) and documentation supporting verification of eligibility, and 

(9) certifications from the household that the information included in the application is true

How long will the Emergency Broadband Benefit program last?

The program will end once the program funds are exhausted, or six months after the Department of Health and Human Services declares an end to the pandemic, whichever comes first.

How will I know the Emergency Broadband Benefit program is ending?

Your participating provider must give you notice about the last date or billing cycle that the full benefit will apply to your bill and the date or billing cycle that a partial benefit will apply to your bill, in addition to information about the cost of your broadband service after the program ends.

What if the program funding runs out during my monthly billing cycle?

The end of the program may not be timed to your billing cycle for service.  This may result in you receiving less than the full monthly service discount in the final month of the program.  In the event that you might receive a partial benefit in the last month of the program, your participating provider must receive your permission before they can charge you an amount higher than what you would pay if the full Emergency Broadband Benefit is applied to your broadband bill.  In other words, if you were receiving a $50 discount off of your broadband bill, but based on the available funds in the program, there is only enough to provide you with a $40 discount, your provider must have your permission to charge you the additional $10.   

Can I continue to receive broadband service when the Emergency Broadband Benefit program ends?

Households will need to opt-in or request to continue broadband services with their provider.  If you don’t opt-in or select a new service plan with your provider, your broadband service will end once the program ends.

Can I continue to receive broadband service when the Emergency Broadband Benefit program ends?

Yes, if you agree to continue receiving service from your provider.

Not all broadband providers offer the Emergency Broadband Benefit. 

Providers serving Travis County: 

Wireline providers:

• AT&T 1-866-986-0963 - serving most of Travis County
• Grande 1-844-357-0942 - serving most of Travis County
• Charter Spectrum 1-866-980-3107 - serving most of Travis County

Wireless (hotspot) providers:

• AT&T 1-800-987-0963 - serving most of Travis County
• Boost Mobile 1-866-402-7366 - serving most of Travis County
• Cricket Wireless 1-844-246-8364 serving most of Travis County
• Human-I-T (using Sprint/T-Mobile network) 1-888-391-7249 - serving most of Travis County
• T-Mobile 1-800-937-8997 - serving most of Travis County
• Verizon 1-800-922-0204 - serving most of Travis County

Why is internet download and upload speed important? 

Download speeds are important for downloading files, loading a website, streaming a video or streaming music. Upload speed is how fast your internet connection can transfer your data to a server. Upload speeds are important for sending emails, sending files to other people, live video chats, and gaming. You’ll want higher speeds, particularly higher upload speeds, the more people you have in your household using the service. 

Can I upgrade my current plan to take advantage of the full $50 per month (or $75 per month on Tribal lands)?   

TBD. You may be able to do so but it depends on which plans the provider is offering as part of the EBB program. 

If the service plan I pick is $40 per month, do I get the extra money?   

No. The provider is only reimbursed for the cost of the plan up to $50 per eligible household, or up to $75 per eligible household on Tribal lands.

If the plan I pick is more than the monthly discount for broadband service, do I pay the extra myself?   

Yes. You are responsible for any amount over $50 per month (or over $75 per month on Tribal lands) for broadband service under the Emergency Broadband Benefit.

I currently subscribe to a bundle of services that includes internet, TV, and phone. Can I apply the Emergency Broadband Benefit to my monthly bill?   

The Emergency Broadband Benefit can be applied to the cost of a bundle of services that include broadband, voice, texting and/or associated equipment. If your bundle also includes a TV service, you will be responsible for that portion of your bill, as well as any services that are above the monthly discount.

How does enrollment in EBB affect my bundled services if I want to change my internet service level based on the options the provider is offering? 

TBD

Can part of the monthly discount cover my router rental fee?   

Yes. The monthly discount can be used to cover routers, modems, hotspot devices, and antennas, if offered as monthly rental costs in addition to your broadband service cost. Keep in mind the total monthly discount remains $50 (or $75 on Tribal lands).

Who is eligible for the Emergency Broadband Benefit?

A household is eligible if one member of the household:

• Qualifies for the Lifeline program;
• Receives benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision, or did so in the 2019-2020 school year;
• Received a Federal Pell Grant during the current award year;
• Experienced a substantial loss of income since February 29, 2020 and the household had a total income in 2020 below $99,000 for single filers and $198,000 for joint filers;
  • or
• Meets the eligibility criteria for a participating providers’ existing low-income or COVID-19 program.
• How do I enroll in the program to receive the benefit?
• Households can sign up for the EBB program through the (1) a participating provider's website, (2) applying online through the National Verifier, (3) or through the mail. A start date for enrollment has not yet been announced.

See Enrollment Process 

Can I apply for the Emergency Broadband Benefit if I have a past due balance with the provider?

Yes, eligible consumers with a past due balance or a balance in collections are eligible for the benefit.

Can I sign up for the Emergency Broadband Benefit if I am already a customer or if I was a customer in the past?   

Yes, the benefit is available to eligible new, prior and existing customers of participating providers.

Can my roommate and I each get a monthly discount?   

The Emergency Broadband Benefit is limited to one monthly service discount per household, which is defined as any individual or group of individuals who are living together at the same address and share income and expenses. Learn more about how a household is defined by visiting this site:

If I already receive Lifeline benefits will I automatically receive the Emergency Broadband Benefit?   

No, enrollment will not be automatic. You must opt-in with your existing provider or request enrollment in the Emergency Broadband Benefit program with a participating broadband provider and chose an eligible service plan. You can choose to receive the benefit from your current Lifeline service provider or another participating provider.

What is Lifeline and how do I apply for Lifeline in Texas? see Lifeline 

Can I receive both the Emergency Broadband Benefit and Lifeline benefits at the same time?   

Yes. You can also combine these benefits with other state and local benefits where available. They can be applied to the same qualifying service or separately to a Lifeline service and an Emergency Broadband Benefit service with the same or different providers. For example, an eligible household could have a Lifeline-supported mobile phone service and a separate home broadband service that is supported through the Emergency Broadband Benefit.

Everyone at my child’s school receives breakfast and lunch at no cost. Do we qualify?   

Yes. Households with a student enrolled in a school or school district where every student receives this benefit are eligible for the Emergency Broadband Benefit.

I live in an apartment building and I pay the property manager/landlord a monthly fee for our Internet. Can I get the Emergency Broadband Benefit?   

Yes, if the internet service provider is a participating EBB provider. If you qualify for the Emergency Broadband Benefit, talk to your property manager/landlord and ask that they work with their broadband service provider to learn more about the service level offerings that might be available to you and other eligible residents and how to enroll to receive the benefit.

I am a current subscriber from an Broadband Internet Service Provider (or have been in the past). Does my current subscription (or past participation) in that program qualify me for the Emergency Broadband Benefit?   

If you are a current subscriber of a Broadband Internet Service Provider then you are eligible but must still enroll in the program. see Enrollment

Yes, however the City is interested in awarding a diverse range of programs and organizations.

Applications can be downloaded on-line at www.gtops.org or picked up at the City of Austin Office of Telecommunications & Regulatory Affairs, 124 West 8th Street, Suite 210.

Payment of the grant is made on a reimbursement basis. Grantees will track and report expenses and program success to City via an online grant management portal.

The best are letters of financial support (matching funds), letters pledging volunteer staffing and services or donating equipment or supplies. General letters of support should explain precisely why the organization is qualified to develop the project.

A recognized non-profit organization such as a Neighborhood-Based organization or an Austin non-profit organization. Individuals must partner with an Austin or Neighborhood-based Organization to qualify. Grants are awarded to the non-profit organization, not directly to individuals.