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FCC Lifeline, EBB, ACP Warning Overview:
- Who: The Federal Communications Commission (FCC)’s Office of Inspector General and Wireline Competition Bureau released notices to the public revolving around its Lifeline, Emergency Broadband Benefit and Affordable Connectivity program.
- Why: FCC warns some telecom providers use deceptive marketing practices to coerce Lifeline applicants into signing up for services they don’t want.
- Where: The programs affect consumers nationwide.
The Federal Communications Commission (FCC) issued a warning to consumers about fraudulent schemes involving government-subsidized affordable internet programs.
The FCC’s internal watchdog warned in a public advisory that the schemes, which revolve around getting consumers to sign up for the internet programs, could be in violation of federal law.
In the advisory, the FCC Office of Inspector General (IOG) warned some companies that are a part of the FCC’s Lifeline, Emergency Broadband Benefit (EBB) and Affordable Connectivity programs (ACP) are attempting to “strongarm” consumers into adding services they don’t want.
“Such deceptive practices by unscrupulous providers clearly violate program rules and Commission policies, eliminate consumer choice and threaten ACP program integrity by encouraging costly government payments to providers for unwanted broadband service,” the IOG says.
The FCC’s Wireline Competition Bureau also revealed in a public notice that it is creating more “program integrity” measures meant to protect consumer choice in the ACP program who also qualify for the Lifeline benefit.
“Consumer choice and consent are fundamental principles for both the Affordable Connectivity Program and the Lifeline program. No provider should undermine those principles or take advantage of consumers,” the Wireline Competition Bureau says.
Lifeline was established in 1985 as a way to provide telecom discounts for consumers who are of low income.
Lifeline Applicants Deceived Into Enrolling In ACP/EBB Programs
The improper conduct, according to the advisory from the OIG, meanwhile, stems from companies deceiving Lifeline applicants into enrolling in ACP/EBB programs they don’t actually want.
Companies also use the scheme to coerce Lifeline applicants into transferring their services away from their provider of choice by tying enrollment into the federal programs, the advisory says.
The reported deception can occur during the online application process for consumers seeking Lifeline services through a provider who also offers ACP, the OIG says.
According to the advisory, consumers may be forced to choose between either transferring their existing ACP service or enrolling in new ACP services before being able to finish the application for Lifeline.
“At least one provider requires consumers to agree to transfer their existing ACP service even after the consumer indicates they only seek Lifeline service,” the advisory says. “Customers who do not carefully review the online process may find themselves enrolled in ACP or have (it) transferred away from their preferred provider when they seek Lifeline service from one of the providers employing these tactics.”
It was not revealed in the advisory how many providers could be involved in the scheme to allegedly coerce consumers; however, the OIG discussed how — the day before launching the EBB program — it had warned providers not to use deceptive marketing practices against consumers.
The OIG also would go on to codify the requirements for consumer protection written within the rules of the ACP, according to the advisory.
“Such deceptive practices by unscrupulous providers clearly violate program rules and commission policies, eliminate consumer choice and threaten ACP program integrity by encouraging costly government payments to providers for unwanted broadband service,” the OIG says.
Have you been coerced into changing your provider when applying for Lifeline services? Let us know in the comments!
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36 thoughts onFCC Warns Consumers About Telecom Fraud Tactics
I’ve had qlink for about a year. On January 21, 2024 I decided to buy a new phone because the one i have is sooo slow, it takes me 2 min to make a phone before it actually rings. I looked on qlink website and found an iPhone 12 mini for almost $400. Well I got an email saying it was delivered on January 24, 2024…. looked outside NO PACKAGE. When i contacted them they said “wait 24 to 48 hours, it might just be a mix up with the delivery service”. I was devastated and panicking. But what could i really do, except wait. Then the next day on the 25 I got a text message saying my package successfully delivered. Well that wasn’t true so I called them right away, they said I had to wait 2 more hours before they could do anything. Long story short I have been calling everyday since they put me on hold 3x waiting on a supervisor, but no one ever picked up the phone. I waited almost 2 hrs. Only for it to disconnect the line. I’m devastated I can’t get ahold of anyone and that’s $400 on a nice new phone I still haven’t got. Please help me.
Was just scammed by Spectrum this way. Discovered that the FCC ensured that the poor (everyone who needs ACP) won’t be able to actually fight back in any way. This is straight from the FCC website: “The current fee for filing a formal complaint is $540.00, but it is subject to change”. They also won’t help with lawyers, and as most low income know, Legal Aid only represents those whose cases would win themselves, and even then only a tiny portion and it’s the same everywhere in the U.S. It’s kind of a national dirty secret that the majority of the poor don’t actually have legal rights as the lack of a lawyer severely harms their case. Add to that the FCC doesn’t work to resolve individual informal complaints, but reviews them for trends or patterns that can lead to investigations or actions against carriers. They also give a copy to your provider (in my case Spectrum) so they can retaliate at will. As one article said, “Now the FCC can ignore informal complaints completely if it wants to,” says Gigi Sohn, a former FCC lawyer who is now a fellow at the Georgetown Law Institute for Technology Law and Policy. “This FCC’s contempt for the public it is legally mandated to serve is remarkable.” I’m not looking forward to the possibility of my internet company once again changing my plan without my permission and other retaliations, but filing informally was the only way to even get them to let go of the ACP they stole. And weirdly, I keep being sent ACP emails insisting that I “finish my application” for a program I’ve had for a while. If I do, ACP themselves deletes the escalation requesting Spectrum remove ACP, as they lied in order to get it. And there are so many scams out there that even posting here feels like a risk.
Qlink did exactly as is said in suit. They coerced me into switching made it horrible. Then stole my phone when I tried to leave. Twice. Was awful service. Couldn’t even use my phone inside and barely ,got one bar outside and had to stand on my roof and I am less than a ‘mile several towers. Had boost prior for years and never any problems. Even switched my phone number that I had for years. They stole it. Lost my job because I couldn’t get calls and that was only phone I had. Took about year and half or more and ended up losing the number I finally needed up with because when I tried to switch they cut off my service after I applied for transfer to Safelink. Two full time jobs I lost along with a lot of horrible issues legally because of not being able to be contacted. Was over week to two weeks both times that I done without a service. Etc
I told q. Link wireless that I know for a fact I qualified when I re-enrolled for the lifeline program to receive unlimited talk text and data through their original program… They told me that if I didn’t transfer my ACP broadband benefit to them that I wouldn’t receive my unlimited internet service so I can’t use my benefits separately like I was originally doing in order to have unlimited internet on my phone and it’s wrong what they’re doing to people we should be able to use our services separately we should be able to have unlimited internet they have sent me numerous emails stating how I qualified to upgrade my service to unlimited talk text and data and I just got off the phone with one of their agents that told me I can’t have at home broadband service even though they don’t offer broadband service because I have to keep my ACP with them in order to have unlimited internet on my phone this is how they push people around that really need the benefits to help them that really need internet at home…. Someone needs to investigate them
I agree. Similar with me, plus Qlink also offered the free tablet to me so I read up on that program and I understood it to include wifi/broadband service to use in connecting your tablet in order to have internet connection for things like medical or behavioral video appointments, online banking, or grocery deliveries, etc. Great with covid strains still a threat to high risk folks like me. So I agreed. Tablet came, had minimal storage and memory. Never heard of the name on the tablet either. I wouldn’t have chosen it for myself. Their idea of providing a connection was a list of free wifi hotspots. Have unlimited data on my phone through program but was told I wasn’t allowed to use hotspot on my phone for connecting the tablet. Actually they let me long enough to activate the tablet but it has not been connected since. I’m barely rural near town not a city so not one wifi spot on there list was found in wifi avlbl search. I needed it to do more from home but I would have had to go to town and find a public possibly unsafe connection. Then what’s the point of having it. Then I find out other providers give free data with the tablets and advertise that they have the unlmtd phone thing also but you don’t have to get it to get the tablet plan. Grrrr! Then I found an article where they paid to produce their own tablets with their brand name. Explained why I didn’t recognize it. But the article also said FCC claimed Qlink embelished the actual value of the tablet and were accused of overcharging the program by millions. Just shady company obviously, but dropping them for new provider and rules about one phone and tablet and only thing I found on FCC site was filing a complaint means it’s probably going to be a hassle. I can’t believe Qlink is even still being used for these programs.
I think we should file a class action lawsuit.
I wasn,t coerced into a plan but i used my ONE TIME allowance for the ebb program to get the free tablet. The ebb program offered discounted broadband service so why the hell was i mailed an unusable tablet that costs $7 on Amazon? it has no sim card slot, no internet, and it takes at least 5minutes to power up. Qlink also does not allow hospots on their phones either, so why they even offer the discounted broadband makes 0 sense. They recieved $!00 for a shit tablet, and the payments they charged each month for a service I wasnt able to use. This is 100% fraud and they should be charged. Now Im not able to get a new tablet because they stole that credit. I’m so completey disgusted that they would take advantage of a program meant to help people that really needed help
I told him wireless that I know for a fact I qualified when I re-enrolled for the lifeline program to receive unlimited talk text and data through their original program… They told me that if I didn’t transfer my ACP broadband benefit to them that I wouldn’t receive my unlimited internet service so I can’t use my benefits separately like I was originally doing in order to have unlimited internet on my phone and it’s wrong what they’re doing to people we should be able to use our services separately we should be able to have unlimited internet they have sent me numerous emails stating how I qualified to upgrade my service to unlimited talk text and data and I just got off the phone with one of their agents that told me I can’t have at home broadband service even though they don’t offer broadband service because I have to keep my ACP with them in order to have unlimited internet on my phone this is how they push people around that really need the benefits to help them that really need internet at home…. Someone needs to investigate them
I told all this to q link wireless!
I think we should file a class action lawsuit.
They do have hotspot for there tablet but it is a peace of crap
I am literally on the phone, with the 3rd representative, trying to get my data back that they just stopped yesterday with no advanced notification. They sent me a tracphone wireless text saying I needed to reapply, I reapplied for my lifeline and have been on EBB, which I was told would transfer to ACP. Their own terms and conditions state “SafeLink ACP Unlimited Plan: Customers enrolling in SafeLink’s combined Lifeline and ACP plan will receive unlimited nationwide calling, text messaging and high speed data service, for free. Unlimited data service includes up to 10GB of hotspot data use. At 60GB, we reserve the right to review your account for usage in violation of SafeLink Wireless Terms and Conditions. Customers will receive this plan only as long as they are enrolled in both Lifeline and ACP and apply both discounts to the same line. SafeLink may switch you to a different free plan if your enrollment in either program ends (including if the ACP is terminated). All data usage restrictions apply to this plan.” But none of the 3 representatives can explain what happened, they keep saying it is a glitch in my service and put my on hold to “see what they can do”. I am now waiting on hold for over 10 minutes on a call that has already exceeded 30 minutes, waiting for the agent to return with answers. I just hit 0 three times to get him to let me know he’s “still working to fix the issue since it is a system issue”. See how the story keeps changing? I think he’s just leaving me on hold hoping I will go away.