Introduction

Lifeline is a program designed to assist qualified low-income individuals pay the monthly cost of basic telephone service:

• Reduces basic monthly rate by $5.25 (does not include cost of additional features or unlimited long distance)
   
• Waives the federal subscriber line charge 
   
• Only one discount per household

To apply for the Lifeline discount, customers must call 866-454-8387 or apply online

• If a customer is moving to a new address and transferring service, they will need to re-apply for the program

• Each month we receive a list of customers who qualify for the program
   
• Agents do not add or remove Lifeline credit. When approved, credit is added internally on the day of the next bill cycle
   
• If the customer is on a delete list, credit is simply not applied to the account

Resolution Steps

Qualifications: programs that may quality for Lifeline; the PUC determines eligibility: 

• Medicaid 
   
• Low-income home energy assistance program support 
   
• Food stamps (SNAP)
   
• Federal public housing assistance
   
• Supplemental security income (SSI)
   
• Health benefit coverage under child health plan under chapter 62 (CHIP)

To remove the Lifeline credit, customer must call the Public Utility Commission - 1-888-782-8477

• When customer is no longer eligible or disconnects service, credit is no longer applied

Lifeline does not affect other discounts (other promos and discounts stay the same)

• i.e. If a customer has three services, discount may apply on cable and data; Lifeline discounts phone service

Direct questions regarding qualifications, eligibility, etc. to:

• www.puc.state.tx.us
   
• www.lifelinesupport.org