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How do I switch Lifeline providers?

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Readers often ask us the same question over and over again in a very short period of time. Right now our mailbox is full of emails from readers asking, “How do I switch from one Lifeline company to another?”

Some of them ask because they were left with no Lifeline service when Budget Wireless suddenly went out of business. Some of them ask because the rules of the Lifeline program changed back in December of 2016. And, of course, a lot of them ask because they’re just not happy with their service.

So in answer to all those questions, here’s the complete information directly from the Universal Service Administration Company (USAC) website:

Change My Company

Customers may transfer the Lifeline benefit to a new company once every sixty (60) days for telephone service, and once every 12 months for internet service.

Customers may be allowed to transfer their benefit sooner if:

  • They move to a new address,
  • The company no longer offers Lifeline service, or
  • The company charged late fees greater than the customer’s monthly out of pocket cost for service.

How to Transfer Your Lifeline Benefit

To transfer your benefit to another company, contact a different company that offers Lifeline and ask them to transfer your Lifeline benefit to them.

The new company will need this information to process the request:

  • Name
  • Date of birth
  • Last four digits of your Social Security number
  • Address
  • Phone number
  • Your consent (verbal or written)

You will be required to give your consent acknowledging that once the transfer is complete, you will lose your benefit with the previous company.

You will need to acknowledge that the new company has explained that customers may not have more than one Lifeline benefit per household.

In most cases, customers will not experience an interruption in service. There are certain instances when customers may be asked to provide Proof of Identity.

So there you have it, readers. Everything you need to know about how to transfer your service from one free government cell phone company to another.

It’s simple.

So if you need a new Lifeline company because your old one went out of business, or if you need a new Lifeline company because your current one sucks, or if you need a new Lifeline company for ANY reason, now you know how to make the change.

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  1. If you are going to ask "how do I get a cell phone?" go here instead.
  2. If you are going to ask "how do I get a replacement phone," go here instead
  3. We are not your cell phone company. All technical questions should be asked of your vendor.
  4. Your comments are moderated, and we will manually approve those worth publishing within 24 hours.

Comments

  1. I just got safe link & want to switch my lifeline service to Metro PCS (which is a paid service) just to keep my number. Is that possible?

    Reply

    • It should be quite possible, Monique. Just tell the MetroPCS customer service rep that, “I want to port over my current phone number.” Confirm at the end of the call that your current number is being ported over to your new account.

      Reply

  2. BlueJay apparently no longer gives me service (I live in Hawaii)- just looked at my phone and it says “no service”… I need to switch but there are numerous companies and it’s hard to tell how and what to do. Any help ?

    Reply

    • Blue Jay is out of business, Christa. Your account should have been transferred to another company, but it looks like something fell through the cracks and you’ve been left without a service provider. The article on this page will tell you everything you need to know about switching to a new company.

      Reply

  3. I’m not unhappy with assurance wireless. Im just not happy with the phone they gave me it’s got issues and since I already had a T-Mobile phone I want to switch to SafeLink because I can use it with my T-Mobile phone.

    Reply

  4. Does anyone have Life wireless? They’re the only lifeline service still offering 500 minutes-according to their website. I have QLink, but they decreased my minutes from 500 to 350 when they added Data to the plan. I have WiFi at home, so I don’t want the damn data. Plus the phone does suck-had my first one for almost two years (hated it the whole time), paid $25 for a new one and it came with the exact same glitches my two year old one started having-reasons why I paid for a new one, the BYOP option is free and it says ‘no interruption to your service’… Well as soon as I submitted the request my phone was turned off, it always takes at least 3 weeks to get anything and it was that way with the sim card for my BYOP… Unfortunately the phone I set up for it was completely busted (got it w/out a battery, ordered that at the same time as the sim card, got the card first because I ordered the wrong battery and had to order a different one, got the battery and found out the phone was not workable=lesson learned), and when I tried to put my service back on my new, glitch-riddled phone they told me it was no longer compatible, because they just upgraded the default phone that will be used for their service-upgrade happened three days after I ordered and paid for Glitchy. I had to go without a phone for a little over two months, until I could afford another $25 for the upgraded phone, which is a good little joke all on it’s own. The best part: a friend of mine (also with QLink) completely shattered her screen on accident and couldn’t afford a new one, so curiously I decided to check and see (don’t know why I thought to try, I truly don’t)…low and behold it worked! Glitchy-one of the last of the original default phones, that I was told was NOT compatible anymore-was accepted as a BYOP and now available for my friend’s account. She is now currently without a phone while waiting for the sim card to arrive.

    Don’t get me wrong…I truly appreciate the lifeline program, crappy phones and all. If not for it I would have been unable to keep contact with my kids and mother for a few years. You would like to think the US government would regulate all of the service providers actual practices better, not just if and when they’re being defrauded. Ahh, that’d be nice…anyone see that happening anytime soon? LoL

    Reply

    • C’mon, Jessica, you don’t really think the government cares about pissing away money, do you? Both parties claim to be fiscally responsible, but spend money in a way that makes drunken sailors look like cheapskates.

      Reply

  6. Thank you for suggesting that you can just contact the new company and give them your info to set up a line. My husband is wanting to switch companies and I think this is a great time to do it. We’ll have to look into new plans and companies and find the best option in our area.

    Reply

  7. The reality is, that if you want to switch from one company to another, you are at the mercy of the non-English speaking people who take service calls. Also, they will give you conflicting information (like asking for IMEI’s of the phone and telling you that you have to cancel your current service first.
    I have given up trying. It was just not meant to be.
    Your scenario for doing this process sounds good, but the reality is that it is hopeless. Perhaps it is only SafeLink which is so screwed up, but I doubt it.

    Reply

  8. Somebody stole my access phone so I went and bought a new phone but I need to know how to activate it with my Access Wireless account can you please email me and let me know how to do it and who to call

    Reply

    • Oops. Not all cell phones are compatible with all cell networks, Sarah. Contact your service provider’s customer service team ASAP to find out if the make and model you purchased is compatible with Access.

      Reply

    • Maybe, maybe not. Not all cell phones are compatible with all cell networks, Denise. So you should call 6-1-1 on your free government cell phone to be connected to customer service. If you give them the specific make and model of phone, they can tell you if it’s compatible.

      Reply

  10. I’m in California, after the port freeze lift on March 19, 2018 am I able to switch providers without having to wait 60 days?

    Reply

    • Here’s what it says on the USAC.org website, Donald:

      ___________________

      3/13/2018 – Port Freeze Will Be Eliminated on March 19

      The Lifeline Program’s port freeze rule will be eliminated effective March 19, 2018.

      On that date, port freezes will be eliminated from NLAD processes and any customers in a port freeze will have the restrictions removed. USAC will release a notice to NLAD users via the NLAD Bulletin once the restrictions have been removed. USAC will not implement any administrative port freeze.

      Reply

  11. my umxmxg401 phone will not go on . when it first started ,I could plug in and get phone to go on . now it says 100 per cent charge and when I unplug ,phone goes dark.it is possible I burned battery up. I took out and see no pink /red spot.

    Reply

    • Yes. All you need to do is tell the new service provider’s customer service team and tell them that you want to “port over my current phone number.”

      Reply

    • Not all cell phones are compatible with all cell networks, Brandi. Contact your service provider’s customer service team to make sure the make and model of phone you have will work with its network.

      Reply

      • Not true. You are not able to switch like that. You have to cancel your first lifeline and wait a year. This is what Qlink said.

        Reply

        • Either Q Link misinformed you or you misunderstood what they said, Joe. The information in the article on this page comes directly from USAC.org, the organization that governs the free government cell phone program.

          Reply

    • I don’t recommend SafeLink. You will regret calling their ‘customer service’. They will give you bogus information, have you running around in circles, and laughing at you for being so stupid as to actually want their service.

      Reply

  15. So let me get this right. I have assurance wireless service that has talk/text/1 gb data every month. I have had this provider for 2 months now. Can I switch providers or does the fact that I have data screw that up. I’d like to go with a provider that’ll let me purchase something better than the piece of junk ZTE they provided. You literally cannot switch to a different smartphone with assurance, though I was told I could. I hate having a junl phone.

    Reply

    • Sorry, Nicholas, but you are stuck with your current service provider for one full year if your plan includes data.

      Reply

  16. well, it’s not simple. i try to switch they all say ” you already have line line service” i tell them no i dont i cancelled. they don’t care safelink hangs up every time i try to resolve. Somebody is getting my minutes but not me. Why else would my service be active but not to me. i am so frustrated. i need complaint numbers please. i am sorry for crap attitude this has been going on for six months. need to buy a minute phone or something but i don’t have the money. this service is suppose to be for the poor but i can’t get it. lies, lies and more lies, how do you stop that??

    Reply

    • Contact your service provider’s customer service team by calling 6-1-1 on your free government cell phone. They should be able to help you solve your problem.

      Reply

  18. I need help go go n a field agent to reactivate my number so I can Get a replacement phone soon. Can you tell me where and when there will be an agent in lakeport ca?

    Reply

    • We urge our readers NOT to enroll or do any other business at street events, Heather. Just too many cases of fraud and abuse originate at those events. You’re much safer taking care of business by phone or on the internet.

      Reply

  19. I am on the California Lifeline using my home landline. I want to transfer or port my landline phone# to my cell phone#. Can it be done? I called one of the cell provider and was told it cannot transfer my landline# to cell#. please help!

    Reply

  20. It’s not that simple….all the companies I’ve contacted don’t let you speak to anyone. They all say go to their site online. I.m not very good at online and asking a question and waiting for a reply through email.
    Then when I give my email all of a sudden I get lots of emails from companies/people I don’t know.
    This shouldn’t be the only way to communicate with people.

    Reply

  21. I reside in New Jersey. I have been having a ‘nightmare’ trying to receive a replacement phone and then trying to change service carriers, due to the poor customer service received with the recently canceled carrier.

    I was enrolled on January 4, 2017, with SafeLink wireless lifeline cell program. I received a free phone in the mail at the end of January, 2017. As of April, 2017, the battery would go to ‘zero percent’, and shut off, as soon as it reached 42%. I contacted SafeLink, after speaking with three females, (all named Jessica, all with Russian accents), being on the phone for 144 minutes, I was provided a case number, then told I would be receiving my replacement phone within 7 to 10 days. I had only requested a new battery for the phone, not a new phone. I have never received a new battery, nor have I received a replacement phone, as of today’s date, January 10, 2018.

    I have now called SafeLink over 10 different times throughout the year. Although, your site states that I can change service after 60 days, SafeLink stated that I had to wait one year to cancel my service, and refused to cancel, and each time I contacted them, again stated that I would receive the replacement phone in 7 to 10 days. Today I read that if you have a data plan, you can’t change for 365 days. That now explains as to why SafeLink wouldn’t cancel my service prior to the 365 days, however, they wouldn’t explain that to me. Due to frustration and lack of information at the time I continued to endure the situation due to the phone being free.

    Each time I called SafeLink, all the females I spoke with were named Jessica, and the three males I spoke to were all named ‘Steve’, all with Russian accents. Each phone call would usually take over an hour. This was due to being on hold and then transferred to another ‘Jessica or Steve’, and having to explain the reason I was calling all over again. All provided me with the same identical case number I received in April, 2017, all stating the same identical information about receiving the replacement phone within 7 to 10 days. After dealing with this I finally got to the point that I didn’t want be bothered because I knew this was wrong, but was at a loss what to do about it. Since the new year was approaching I decided I wouldn’t recertify with SafeLink, then switch to another carrier.

    The only other company in New Jersey I can choose is Assurance. After completing my online application, I was sent a denial letter stating I am recorded as ‘having service with another company within the last 365 days’. Additionally, I was told to cancel my service with SafeLink then reapply. Afterwards, I sent Assurance, proof that I had cancelled my account with SafeLink, I also included my account status from the SafeLink website, showing that my account was canceled as of January 1, 2018. Also, on that detailed account history shows my account enrollment began on January 4, 2017. Today, January 10, 2018, I received the reply to my reconsideration request from Assurance. The email states that I am in a ‘port freeze’ meaning that I can’t change service unless I am with one carrier for 365 days, ‘per FCC regulations’ suggesting that I contact SafeLink to find out when my ‘port freeze’ would be lifted. The information I originally sent to Assurance, clearly shows that I have been with SafeLink for more than 365 days. I just shook my head and composed another email to Assurance, this time including the original application, dated for December 31, 2016, along with the same information I had already sent to Assurance when I sent the reconsideration email, from SafeLink, showing I was ‘enrolled’ as of January 4, 2017, and told them I have been with SafeLink, for 371 days. The application is still being denied by Assurance for not being with the same carrier for 365 days, although, I have more than provided them with the information proving that I have been with SafeLink for 371 days.

    I am unable to resolve the issue. SafeLink, has canceled my account, however, left the phone and internet service on. Per them, I paid for extra minutes and data in March, 2017, that were never completely used. Per their policy those minutes carry over and have to be used before they can terminate the phone and internet service, although they have canceled my service? Per SafeLink, I paid for extra minutes in March, 2017, however, they blocked the text feature, stating I did not pay for any texts? This is insane. I didn’t pay for any extra minutes or data. Assurance won’t approve my application, even though they are aware I am with SafeLink for 371 days, continually stating I have to be with SafeLink for 365 days, before they will approve my application for service. I can only assume that Assurance isn’t reading anything being sent to them! Even though I provided proof, meeting Assurance’s requirements, they keep changing the terminology for their reasons of denial.

    If you can provide any further information, to help make sense of all this nonsense I’m being told, I would more than appreciate the information. Sorry for the length of the ‘comment’, however, I wanted to include all the facts, in case I am not understanding something.

    Reply

    • Dam that is the same problem i am having problem i lost my phone over a year ago and totally forgot who the service provider is.After a year and sum i tried to get a phone with a new provider since i heard in november that lifeline was adding internet to plans broadband. So i have applied with qlink three times and i have been tol 3 different answers.1st time i was told someone already has or i have plan with another company. 2nd time i was to i had to wait until i had been with my company a year qlinks again. 3rd answer was i on port freeze and thy gave me the dates that i could apply and that was within 90 days . what the heck are these companies doing////??? gETTING RICH OFF THE GOVERNMENT CONTRACT????or having bidding wars among the companies….Anybody know WTF IS GOING ON .EXCUSE MY FRENCH ……THE IS ONE OF MY BEST ACRONYMS THAT I USE IN THE aRMY FOR 26 YEARS.

      Reply

      • Although it may not sound like it, Erik, all three of those answers are consistent and conform with the regulations of the Lifeline free government cell phone program. The Federal Communications Commission changed all the rules back in December 2016 and now you are stuck with your service provider for one full year.

        Reply

  22. How do I cancel my Lifeline application? During the holiday weekend, I applied online for Lifeline with a particular provider and received a response I’d be notified in 10-15 days whether I’m approved. Then, I realized another provider offered a plan better suited to my needs. I do not see a method to withdraw my application from the first provider. I emailed the 1st company that I want to cancel my application.

    I tried to apply online with the other company. The other provider’s website canceled my in-progress application because it says the National Lifeline DB indicates I already have service (untrue) and cannot transfer service for 60 days. I also emailed that company for help with this problem.

    Reply

    • Unfortunately, Sharon, you caused your own problem and will need to wait the entire 60 days. This is why we tell readers to check each plan available in their state VERY CAREFULLY before enrolling.

      Reply

  23. If I transfer lifeline service to another provider will I get another cell phone from the new provider? Most lifeline providers give a phone in their lifeline service offer and I assume my old provider’s cell phone (a junk phone with no SIM card) may not be compatible with the new provider’s service. Thanks.

    Reply

  24. I had use qlink wireless. my cell was broken. i order new cell. no minutes. they told I had ones from last month. i had use the cell I had for 3 months. i finally had to buy a new one. i tried to cancel over and over again no luck. it cost 25.00 for new cell.

    Reply

  26. Thank you so much!! I literally just got off phone with Qlink! Asking to cancel service, my phone broke and they wanted 25$ that i don’t have for replacement. I was told NO cancellation allowed until 1 yr of service!! But if i paid 1$ now they would set up remaining balance to be paid by 19th. I still asked for cancellation was told they could not and would not do that! The phone sucked the service did as well. BYE BYE Q LINK!!
    Thank you for the answers to my problems

    Reply

    • Outrageous, Jacki. The company is required by law to cancel your account upon your request. Sounds like it’s time for you to follow through and file a formal complaint.

      Reply

        • Have you asked Sprint? That’s a mysterious situation because Sprint does not offer a free government cell phone plan.

          Reply

          • They probably switched to a company that uses the Sprint network. I am getting a new phone from QLink because my former lifeline service TrueWireless sucks, and QLink uses Sprint. Also my Freedompop phone uses the Sprint network.

  27. My name is Yen Tran, my 60-day clock with Air voice wireless ended on 12/13/2017. I would like to switch back to Safelink wireless as of 12/16/2017, what should I do in order to get back the Safelink wireless service that I originally started in Jun 2017? A street tent agent helped me enroll therefore I do not know the enrollment ID at all. Any help is very appreciated.
    Sincerely,
    Yen Tran

    Reply

  28. No one lives in my home that has a Lifeline phone or a Q Link I want a Q Link telephone I have filled out the application with qlink and I want it transferred over to qlink it says someone in my home has a Lifeline phone. I applied for a qlink cell phone and qlink is waiting for authorization for me to swap a Lifeline phone to qlink I don’t own a Lifeline phone maybe somebody else that lived at this address did but I don’t although the database is someone lives at this address that has a Lifeline I don’t and never have so you need to close out that Lifeline phone or transfer to whatever you need to do which I’ve never owned one

    Reply

    • We’re not Q Link, Karen, so we cannot do what you ask. This is an independent informational website that has ZERO affiliation with any of the free government cell phone companies.

      Reply

  29. I absolutely hate Safelink. They cannot handle the services they offer, technical errors which are not even the customer’s fault, shutting the service off then you have to be on tech support for HOURS talking to people who barely speak English.

    It took me 5 hours and 6 representatives today to find out that the Annual Verification I completed in July “failed” and that is why my enrollment canceled today WITHOUT warning! Because I can’t go out and buy a new phone and change services right now I jumped through their hoops (again!) and hopefully I will have my phone back in 24-48 hours. I’ll hold my breath. If you have no choice but to use one of these lifeline companies go with anyone other than Safelink.

    Reply

  30. I just tried to transfer from Qlink Wireless to Safe Link but was told I had to cancel and then wait until Jan. 9th to call Safelink back to enroll.The entire process just to get to talk to an agent was terrible.

    Reply

  31. The information is not accurate. After reading those information, I called the new company which Access Wireless to transfer my benefit to them from Assurance Wireless. They can not do it. They told me to apply as a new customer even though I have been with Assurance Wireless for over 5 years. They told me to CANCEL Assurance Wireless first then apply to Access, and I would have about 2 or 3 months without phone service, and my phone number can not be hold until new application with Access Wireless is approved.
    They mentioned that’s only way and the information I got from this website is not accurate or update.
    Was anyone here was successful doing that transfer from Assurance Wireless to Access Wireless?

    Reply

    • The information quoted in the article comes directly from the website of the USAC, the organization that governs the Lifeline free government cell phone program.

      Reply

      • I have just been approved by enTouch Wireless for lifeline; however, I have to wait 60 days to switch to Tag Mobile lifeline. At the moment, I have not activated my BYOD phone for service with enTouch Wireless, nor has enTouch Wireless given me a phone number, and, on top of that, I’m still waiting for the SIM card – but somehow I’m in a 60 day port freeze.

        I wish I had waited until December 1st to apply for Tag Mobile’s lifeline because right now Tag Mobile is offering 750 talk minutes, unlimited texts, and 1 GB of LTE. Unfortunately, I have to wait 60 days now. This sucks!

        Reply

        • Unfortunately, Luc, those 60 day port freezes are standard in the industry. It’s a regulation imposed by the USAC and FCC.

          Reply

  32. My name is Yen Tran, I am wondering how to switch to another phone company when the 60-day period comes to an end. Thanks.

    Reply

  34. I was wondering if there is any way for me to switch local area code with my current service? The phone i had is from a long distance area code.

    Reply

    • Why change, Seth? Speaking from personal experience, my cell phone number has had the same number in Southern California, Central California, and now Texas. Why do you nee a local area code?

      Reply

      • Oh well, I could not make any few phone call in my local area with a long distance cell phone number. I tried calling 6-1-1 number with my cell phone. It won’t be able get through the process and just ended my call with a goodbye so I was wondering if I could be able to switch to a different number with the same provider.

        Reply

        • You should be able to get a new phone number, but we cannot guarantee that. Only customer service can confirm the answer.

          Reply

  35. Hi, my ex wife received a lifeline phone through Qlink. She received the phone about 1 1/2 months ago only to find out that the service DOES NOT WORK inside her home. The service is Sprint and their service is not good at all in our area. My ex is legally blind so having to go outside to make or receive calls is not a option.
    I read in Qlinks Terms that if you have 500mb data their is a 60 day port freeze. 1gb or more is a12 month port freeze.
    My question is will the new laws in 12/2016 squash those Terms on port freezing. We haven’t contacted Qlink yet. She just wanted to be prepared with the facts instead of going in blind on new laws vs old laws.
    Thanks.

    Reply

    • As we understand the regulations, you are stuck with your current provider for 12 months if you have ANY data service.

      Reply

  36. Hello! I was with cintex which went backrupt and standup bought their customers. I am in MD. I was not told about being transferred to standup. Now I want to cancel and go with Assurance but I cannot. I cancelled standup but assurance says the system says I am still a standup customer. I called USAC and they did NOTHING. I spoke to Lauren and she says all that USAC does is pay. Why do they[USAC] answer the phone then?
    She says her system shows I am stuck with standup until march 2018. How? If I am allowed to leave after 60days it has been 60days.

    Reply

    • You can switch after 60 days if you have talk and text-only. If your plan also includes data, you can only switch after one year.

      Reply

  38. Something very important that I don’t see in this post is the new government regulation passed December 2016. Customers that are with a lifeline company think that by cancelling their account they can easily transfer to another provider. This is not longer the case, at least not that simple. Customers are now “locked in” with their provider for a period of 1 year if the service they receive have data included. To cancel with their current provider will do absolutely nothing except leave them without phone until the 1 year period is up. For a better reference they can go to http://www.lifelinesupport.org/ls/customer-rules-rights.aspx

    Reply

      • Thanks, thing is I’ve been reading lots of people that want to switch companies, and you advice to just call them and cancel. If they are in this “contract” for a year, what good it is to cancel with your current company if you cannot switch providers?

        Reply

        • Nothing you nor we can do about that, Donna. Those are the Federal Communications Commission rules imposed on the free government cell phone service providers. Wish we had a better answer for you.

          Reply

  39. My service was horrible with qlink and then it was stolen now they said i have to buy a phone it took 2 months to get the phone cancelled now i have no phone and i’m job hunting smh

    Reply

    • I’m in the same boat. This girl down the street stole my free phone and the qlink bozos want me to pay $25 for a replacement. The problem is that I’m poor, and the phone provided sucks, and Wal-Mart sells the same model for $4.97. They won’t let me use the Wal-Mart phone and I can’t get service with any other company for a year!

      Everyone take note: qlink is the worst company. When you sign up you get 600 minutes. A few months later they drop you down to 350 minutes, while the account page on their site says 500 minutes plan. How? Worse still is when they try to charge $25 for a phone that is so slow it can take 3 minutes just to get it to dial a number. Now these clowns are getting paid for a year for a phone I don’t have and can’t use. This usac seems to do nothing more than facilitate bad/ abusive companies.

      Reply

  40. Yes, I really need to change my lifeline company. I am with QLink Wireless, the phone is very slow, does not keep WiFi connection. I’ve tried numerous times to call, email, nothing. Please help.
    ******@gmail.com.
    Thank you!

    Reply

  41. This is not true according to lifeline representative. I was also told this by assurance wireless. One rep said cancel SafeLink and enroll with them. Guess what I follow their advice and then received a letter from Assurance Wireless stating that if I’ve had a government phone or been on Lifeline with any other company in the last 365 days that I wasn’t eligible to sign up with them. All of this stuff is so deceiving and kind of based on who you talk with on the phone I’ve spent hours talking to SafeLink folks and hours talking to Assurance Wireless folks it just goes around in circles if someone could help I appreciate it

    Reply

    • All the facts you need are right in the article above, Donna. We usually don’t like to quote other sources too extensively, but in the article above we broke that rule to extensively quote the actual government rules of the program. You can believe what the article says.

      Reply

  43. As of yesterday I am now an Assurance’s customer. Previously had Safety net in which services were turned off due to them never received recertification form on time. Question is I would like to see bout getting my phone back, can I use my number and how?

    Reply

    • We’re not quite clear on the series of events that brought you to this situation, Michelle, but under normal circumstances you should have been able to tell Assurance that you wanted to “port over my current phone number.” If you didn’t do that, contact Assurance customer service to ask if it can still be done. We don’t hold out much hope, but it can’t hurt to ask.

      Reply

  44. I need help to switch Q Link Wireless to Safe Link (my old provider). I became Q Link customer February 2017 in the result of mistake. I do not like their phone, can not use it and absolutely shocked their service. I disconnect their phone in March 2017 and not use it after that. Many times I asked them to cancel my account without result. In September 2017 when they sent me email to update service I answered to cancel my account. Instead of that they automatically prolong service. I am 77 years old person without phone service and ask anyone who can help please help me.

    Reply

  45. I gave my information to a vendor in order to find out who my current telephone carrier was and to find out if I would qualify for an updated telephone. I did not want them to transfer my service, because they did not know if they could save my data or pictures. They sent an application in, now I have no phone service, because it says that it cannot authenticate my telephone number with my old phone and I don’t want a new phone because they lied to me and now I have no service. My old flip phone was probably donated to whoever my carrier is by Verizon. What can I do now? Wait another 6 months or will Public Aide know who my carrier is? Someone should have this information, but it is not in my phone. I’ve already tried #060# and #8899, etc.. to no avail. Can you help me find my carrier or fix this problem? I can’t send or receive calls now.

    Reply

  46. Please help. I am or was with I wireless. They have disconnected my service. I can’t call 611. I wish to change to safelink. As I did not get good coverage with I wireless and was unable to use the phone daily. My old # was
    865-282 ****. last 4 ss#****
    Mitzi Callison

    Reply

  47. My Qlink says Lifeline Reactivation Eligible what does that mean? I applied to QLink while using Assurance and QLink won’t send me a phone and now I have no Assurance service and QLink wont let me go so that I can get back my Assurance service..It’s a mess and I need a phone so my question is How can I transfer back to Assurance?

    Reply

  48. Got lifeline service through life wireless,and I do no think there is anyway I could be less satisfied. The phone they provided did not have a functioning ringer from the day I got it. Their solution was send the phone back when they recieve it back they will process a request for a new phone. So no phone for 3 weeks or live with vibrate only.So I have a phone that only vibrates.My phone does not work at my house {I haven’t moved} it has never worked at my house but they will not let me change providers, They will not even offer me an early termination fee and let me change. Beware if you use lifewireless do not expect good customer service in any regard.

    Reply

    • Sorry, Richard, but Life is to allowed to terminate your account for one year according to the regulations of the Lifeline free government cell phone program. So the blame goes to the FCC, not Life.

      Reply

  49. My name is Rhonda Weldon and I am the manager of the Collinsville Library in Collinsville, OK. Our customer, Mr. Roy Allen Jones has asked me to help him switch his free government telephone service from Assist Wireless to your company. Mr. Jones began this process a few days ago when a friend called True Wireless for him. Mr. Jones was assigned an account number (187****) by one of your associates. The True Wireless associate told Mr. Jones that your company required that he send in a copy of his driver’s license and his food stamp card. Mr. Jones has lost the contact information (either your corporate fax or email) and cannot remember that detail. In other words, he needs an email address or fax number in order to send you the information you requested. I have asked Mr. Jones to come back to the library on Monday afternoon and I will help him look through his email for your instructions. Thank you.

    Rhonda Weldon
    Manager
    Collinsville Library
    Collinsville, OK 74021

    Reply

  50. Hello I’m very dissatisfied with qlink I canceled my service I wanted to transfer to SafeLink I have an email copy of the cancellation SafeLink had not authorized a new SIM card for my phone because they said I’m under contract with qlink I went back to reactivate the contract with qlink they told me how to recertify and I’m locked in until the end of this year now I have no phone I don’t know what to do

    Reply

    • There’s not much you can do, Felicia. The Lifeline free government cell phone companies are all bound by the same federal regulations. That includes 60-day contracts for voice and text plans, and one-year contracts for plans that include data. Your only option is to work with Q Link customer service to figure out how your current service can be improved.

      Reply

  51. When I was filling out my application for qlink wireless cell phone I put down some wrong information and I need to be able to redo my application but for some reason this thing won’t let me do it

    Reply

    • Qlink is the worst service for free phone service. They sent me a phone that was used and couldnt replace the battery with a new one. 4 days later the phone died completely. I had no phone service at all the phone wouldnt even turn on. My nearest neighbor lives 2 miles from me. I sent emails and explained about phone. Their email kept saying to call 611 on my qlink phone for them to be able to help. This went on for weeks. Still no help. After 30 days of non use your suppose to canel they never did.

      Reply

  53. I got my cell phone a few years ago from a vendor in Milwaukee, WI. They are not in business anymore, I can not remember which lifeline carrier I have.
    I tried to dial 611 on my lifeline phone but “This call can not be reached.”

    How do I find out who my carrier is so I can cancel that service, and switch to
    Qlink’s service.

    Thanx,
    Todd Borsuk

    Reply

    • The USAC can tell you which company you are enrolled with. To contact the USAC, call (800) 234-9473 Monday through Friday, 8:00 AM to 8:00 PM ET (press 1 for English or press 2 for Spanish).

      Reply

      • Really?? Where’s the genuinely patient and respectful help for these government phones online?? I think you and I both know Fred was asking how to transfer his qlinks phone to a safelink phone. Why provide a website to help people with their lifeline phones when it seems you’ve grown tired of helping and instead reply with sarcastic comments like “then you should do it,Fred”smh!

        Reply

        • For God’s sake, L, we’ve answered this same question patiently and respectfully a thousand times on THIS thread. The title of the article is “How do I switch Lifeline providers?” Do you really think we’re asking too much to expect people to read the freakin’ article. Sometimes even we get exasperated and snap. Like right now. We’re done with you. If you don’t like the way we answer questions, find another website that provides more information than we do about the Lifeline program. Go find another website that interacts with and helps its readers more than we do. What’s that? There is no other website anywhere on the internet that does that? Looks like you’re stuck with FreeGovernmentCellPhones.net.

          Reply

  56. Unfortunately this hasn’t been the case for me. I have been trying, in vain it seems, to switch to another lifeline service in my area since budget jumped ship. For over a month now I have been without lifeline service because I failed to keep the letter budget sent and Assist Wireless says that my account is “Locked” for the remainder of the year due to me having to wait a full year to switch carriers even though everyone knows that Budget is out of business. I’ve spoken with the 877 number twice now that distributes the funds out for this program and they’ve assured me that all Assist needs to do is a contract switch but Both True Wireless and Assist Wireless says that can’t be done. No one seems to have the correct fix for the situation and there is no one to talk with at Budget to get another letter from them stating such. Any advice?

    Reply

    • Very odd, Vickey. It should be a simple process. Try calling those companies again and asking for a supervisor. Maybe someone more knowledgable can help you.

      If none of that works, contact the USAC to ask for their help. That’s what they are there for.

      Reply

  57. Although I am extremely thankful for this government service, it is so hard to communicate with the representatives that work for these companies. I have been with QLink for the last year, I was previously enrolled with Safelink. I noticed that Safelink now has the Bring Your Own Smartphone program so I decided to reapply because I have a smartphone just sitting there in a box and it is a huge step up from my broken QLink phone. I have been trying for the last week to cancel my service with QLink so that I can reapply with Safelink because that is what the enrollments rep at Safelink advised I should do. Turns out QLink does not have an actual customer care rep I can speak to. Their whole customer care service is an automated system. I have sent an email in hopes that someone would contact me and no luck yet. Any advice??

    Reply

    • call qlink customer service line and hit the button that says that your phone is lost or stolen. Then there will be a option to button to speak with a customer service representative. I believe it is #9. I just spoke with them because I am wanting to make the switch to safelink as well.

      Reply

    • Qlink is just a horrible setup. The smartphones and service I received,along with many other people,just don’t work! No service,phone turns on&off,etc,etc,etc!! Customer service?lol. I finally sent an e-mail and said I was reporting them to the BBB….and I did! Good luck all Qlink customers….

      Reply

    • They never reply with helpful information. They just give you a number to call, the same number that takes you to an automated menu that you probably already called. Qlink is a constant runaround of frustration and disappointment.

      Reply

  58. I was with safelink and switch to assurance wireless because they said they where better in the calling area and you get a free smart phone but the phone was dropping calls and had to much static that you couldn’t here the people talking to you.So i called the assurance wireless they told me there nothing they can do about it so i canceled my phone that i was with for 7 months and told them i can’t call from it.now they want the phone back But can i switch back to safelink because it is there fault.i need a phone 24.7 because i am disabled.

    Reply

    • If you have only cell phone service you can switch back after 60 days. If you also have data service as part of your plan, you can only switch once per year.

      Reply

        • If you have voice and text service, you can switch 60 days after you enroll. If you also have data service, you can switch one year after you enrolled. Those are the rules of the program, Yolanda. Do you have data as part of your plan? When did you enroll?

          Reply

        • Yolanda I was able to switch from Qlink wireless to Safelink today .The government just recently clear their data banks today . Im just waiting for another phone so that i can change that number to the phone # that i want .

          Reply

  60. Unfortunately, Safelink is not easy to switch as they claim. I found a link that said it was easy to switch and that I had to enroll again. I did it online and the application told me that someone in my household already has a Lifeline benefit. In the end, I can’t switch to Safelink because I cannot apply since I already have a Lifeline service. Is it easier, or more importantly, legal to just cancel my actual service and apply to a new one under the same name? Or should I try to call and have them do the process for me, risking misunderstandings and the same problem I have online? Thank you for your input.

    Reply

    • It’s not unusual for this to happen, Anon. It seems that lots of people live in places that used to be occupied by other people who had free government cell phones.

      Contact the USAC and ask them how to solve your problem. Call (800) 234-9473 Monday through Friday, 8:00 AM to 8:00 PM ET (press 1 for English or press 2 for Spanish), or send an email.

      Reply

  61. I recently switched from Assurance Wireless to Q Link Wireless. Big Mistake!! Can I go back to Assurance? If so, how do I do that? I have tried calling QLink but all I get are automated responses but never a “live” Operator!!! I tried emailing but they do not respond. I am at the end of my rope and I need some help.

    Reply

    • Unfortunately, Q Link is not the only free government cell phone company that gets complaints on this subject.

      If you have only cell phone service, you can switch from one company to another every 60 days. If you have data as part of your plan, you can only switch once every year.

      Reply

  62. If I switch to one Lifeline provider to another, I understand I keep my phone number. But will I be treated as a new customer and receive a new phone (e.g. smartphone) and possibly a different plan?

    Reply

    • Yes, you should be treated as a new customer and receive a smartphone. You won’t automatically keep your same phone number — you must tell the customer service rep “I want to port over my current phone number.” Say it several times during the call and then confirm that you are keeping that number at the end of the call.

      Reply

  63. I tried to transfer to Safelink over the phone today and was told I need to do a whole new application. The operator asked me to verify my information, but was submitting the application at the same time. When she was done, she told me I would have to wait two weeks for a form to be mailed, and then 7-12 days for it to be processed – meaning no phone for most of the upcoming month. A chat at CAlifeline.com confirmed that you need to reapply from scratch when transferring, sending in new paperwork with proof of either government service enrollment or income. CA already has my info so it’s strange that they want to double all that paperwork. My mail is not secure and waiting to switch will be hard because I get so little reception with my current phone. I wish this process were easier and did not involve reapplying.

    Reply

    • you made the same goofy mistake I did using Safelink. I have been approved and enrolled since 07/17/17 and still do not have service!

      Reply

  64. I wish to change phone companys because I m not pleased with there services because my cell phone has been out service since last Friday I have waited long enough this is with californialifeline.com let me know asap when you find a relable service to me thanks james l jowitt jr

    Reply

    • Sorry, James, but this is not California Lifeline nor any other Lifeline free government cell phone company. So we cannot help solve your problem. Which company did you enroll with? We’d recommend that you contact California Lifeline to figure out what your next step should be.

      Reply

  65. I’m with qlinkwireless, since 5/24/2016. I tried calling tech support, but I had to email. They replied due to the problem I’m having, I need to send them $25 for another phone, I didn’t think I had to pay for a phone that I can’t hear and all I asked for is a replacement phone.

    Now I want a new phone company that don’t charge for replacement phone.

    Reply

  66. Hi I applied for Safe Wireless 2 days ago and I was approved. When the agent started to put the phone info in his tablet, he was kicked out of my account and couldnt get back in becouse it said account not found. The agent called two different people and wasnt able to do anything. The agent told me to call safe wireless and cancelled the account and he can sign me up again that same day. So i called safe wireless and cancelled the account. I went back the next day to the same agent to sign up again and he then says i have to wait 60 days or call lifeline to see if i can get it waive since i never recieved a phone. So i did and they said i have to fill out an application they sent out in the mail two days ago to get a phone so i gave the agent the phone hoping he can explain the situation and they told him i have to wait 60 days since i have an account open whit no phon?? Makes no sense need help

    Reply

  67. I would like to switch lifeline companies. I’m very dissatisfied with my current lifeline provider. I’ve been with them for over a year. I like to know of how to switch from one lifeline provider to the next?

    Reply

    • C’mon, Jessica, the article at the top of this page tells you everything you need to know. Read it.

      Reply

    • Just call 6-1-1 on your free government cell phone. That will connect you to your service provider’s customer service team.

      Reply

      • I need to see if I can transfer my qlink account to my new phone??? Please please let me know…. asap at 225-716-****. My phone was stolen and can’t get it back. I work and have a 10 yr old. Like I said I need a damb phone. U can’t get a real person on the phone to talk to. Please call me back as soon as you possibly can thanks

        Reply

        • We are not Q Link, Christy, so we cannot transfer your service to another phone. Unfortunately, you need to get in touch with Q Link customer service to make that happen.

          Reply

  69. I too was a Budget Mobile Customer and have a horror story. I was sent a letter by Budget, first in late April letting me know they were cancelling in May. A few weeks later I received another letter saying they had made a deal with T-Mobile in the South Eastern Idaho area and would be continuing as a provider in my state. This was then followed by another letter in the latter part of May saying they were discontinuing acting as a lifeline provider in Idaho as of the 5th of June which they actually did. After they turned my phone off, I’m not sure whether they port freezed part of the account, or what they did but whenever I apply online it continually says that I am receiving service when I am not, and that I need to wait clear until December 3rd. This is also happening irregardless of having waited a while thinking that perhaps Budget might still be straightening out their records due to having been a lifeline provider in so many states. I have now been using Text Now’s free account although I’m finding it’s only really good for phone texts and twice when I contacted Q-Link to try to obtain service and get the issue dealt with the representative I spoke with would maintain they could not hear me although I was able to hear them well.

    I have also contacted Universal Administrative Service Company who said I needed to contact the provider I choose to go with and tell them I need a port freeze exception in order to complete my order and get my issue taken care of. Although I also was finally able to get through to Q-Link today the woman did not know what a port freeze exception was, put me on hold during the conversation then when she found out the meaning of the term came back and informed me that Q-Link is not allowed to put any port freeze exceptions, or over-rides through. I am now also back to trying to find a really good life-line company hopefully in Idaho, or second choice would be nearby of course- to obtain service through.

    Reply

    • We’re always amazed by our readers’ stories about service rep incompetence. If we were you, we would call Q Link customer service again and ask to speak to a supervisor. Ask for that exception again. This should be a simple problem to clear up IF you can find a competent customer service rep.

      Reply

      • Free government cell phones are also availalbe in Idaho from enTouch and Assurance. We’ve always had a great relationship with enTouch and they do a great job responding to reader problems here at FreeGovernmentCellPhones.net. You might want to post another comment on our enTouch page. Chad from enTouch monitors reader comments on that page and always responds with a helpful answer.

        Reply

        • I found this topic really interesting so I looked up what a Port Freeze Exception was. Truconnect has a good article on it here: http://www.truconnect.com/blog/lifeline-free-phone-port-freeze/

          In a nutshell, if you have a plan with voice only, you can normally only transfer to another Lifeline service provider once every 60 days. If you plan includes data you must stay with your provider for a year before you can transfer to another provider. However, you can get an Exception called a Port Freeze Exception for the following reasons (I will quote) :

          “Customer moves and changes their residential address
          Current Lifeline service provider ceases operations or otherwise fails to provide service
          Current Lifeline service provider is found to be in violation of the FCC’s rules during the benefit year and the subscriber is impacted by such violation
          Late fees billed by the Lifeline service provider meet or exceed the month end user charge for the supported Lifeline phone service.

          In any of the above circumstances, Lifeline subscribers may cancel service and receive a new Lifeline-supported service with another provider until the end of the original 12-month period. In these circumstances, the subscriber is not required to re-verify eligibility until the end of the original 12-month period. Requests for exception are reviewed on a case by case basis by USAC.” – http://www.usac.org/default.aspx

          Important to Note: “or otherwise fails to provide service” – People who have trouble with bad customer service or phones not being sent or phones not being activated by unscrupulous providers, can use this to get a Freeze Port Exception to get away from a bad provider quickly without having to wait 60 days or a year.

          Thank you guys Terrie Ann and FGCP for your great comment and reply. More people should know about this important exception.

          Reply

  70. Is there a cellular service provider in L.A. County that TRULY offers Unlimited Talk and Text? I have Safetynet Wireless which offers 1500 minutes a month (25 hours a month). That is less than an hour of talk time per day, including incoming calls and voicemail, that is less than an hour each day of total voice time. That is far from Unlimited! I have many responsibilities and I have to deal with many government and medical agencies, I am a student, a parent, a patient, a custodian, and more. Needless to say I rarely have a month when my service is not interrupted. Today I need to call to schedule an ultrasound on an 800 number, I somehow have to find an ever increasingly rare working payphone to do this. I am ill, yet will have to go out in triple digit heat (no car) and try to accomplish this (and other calls) because minutes will not replenish for another 4 days. My income is not adequate to afford my old Boost plan (though it is very reasonable at $35 per month for truly Unlimited talk and text). The company offers the following:

    Refill Options

    $10.00 – 250 Minutes/Texts $20.00 – 550 Minutes/Texts $30.00 – 850 Minutes/Texts
    $50.00 – 1800 Minutes/Texts $5.00 – 100 Minutes/Texts
    That is more expensive than Boost, Metro PCS or Virgin! How is this a discount for low income/aged/disabled/homeless/vulnerable populations ????

    IF ANYONE KNOWS A TRULY UNLIMITED LIFELINE SERVICE, PLEASE, PLEASE POST!

    Reply

      • That’s one of the primary reasons the Lifeline Assistance program was established, Melissa.

        Reply

    • Melissa, I live in Los Angeles and have Assurance Wireless Lifeline.
      Unlimited talk, text and 500 MB data per month. Plus the smartphone
      Is not bad either. This provider is perfect 4 u 🙂

      Reply

  71. I used to have American assistance free android phone, but I lost it 3 months ago. I was calling the costumer service number to report and cancel my plans at the same time but never answer at all. That’s the reason why I am cancelling their service first they never answer their hotline no., second the phone easily die you have to plug it all the time, but I do want to thank even though the service isn’t good at least I did have something to use for emergency calls, and it’s free so I don’t have worries to pay. My point/ concern is to cancel my plan to American Assistance.

    Reply

  72. When it comes to being with a provider for a year because of internet connection, when does that year start? My application to Q-Link was accepted at the end of August but I didn’t get the phone until a month later. I want to switch back to Safelink because Q-Link reception is terrible where I live and all I want is a flip phone, not a smart phone.

    Reply

    • Unfortunately, your one year started on the date of your enrollment. Not fair, we know, but that’s how the system works. If you want a basic flip phone, you should discuss it with Safelink customer service BEFORE you switch companies and enroll. The new rules of the program require that all new customers be given smartphones, so you may need to get some sort of exemption to make that happen.

      Reply

  73. Can transfer a Universal Service Administrative Company (free government issued phone number) to a paid cell phone service provider like Boost Mobile, Metro PCS, Sprint etc… And be able keep the lifeline issued number?

    Reply

    • Yes. You just need to make sure that you tell the customer service rep that you want to “port over my current phone number.” Say it repeatedly during the conversation and confirm that it has been done before you end your conversation.

      Reply

    • We cannot cancel your Q Link service, Marcia, for the simple reason that we are NOT Q Link. This is an independent informational website. You’ll need to contact Q Link.

      Reply

      • Thank you I see.that after researching. U surely hope to get help by the 15th. U have many medical problems and expenses coming and trying to cut.budget to bones. Thanks for good website and info m pasthing. U get ZERO reception on q link Safelink works good here.but.im not getting far

        Reply

        • Thanks for the kind words, Marcia. Just keep trying. Eventually you’ll reach someone in customer service who can help.

          Reply

  75. Has anyone else encountered insurmountable difficulties trying to activate their Assurance cell phone? My first phone locked up, could not set it up, second one furnished a non working number, and I cannot communicate with Assurance without a phone number. Extremely frustrated.

    Reply

    • Not only have I had this issue with Assurance I have had to call 3 times over this last month because of a bare basic phone (not even a flip phone no camera etc) that I just got in May. First call after I had done a reset through phone menu which did not work, I went through all the codes and steps they require with no results. They stated they had to send a ticket for tech support (thought that was who they were) and would take 3 days. Also was told I would be compensated for the days not able to use the phone (it is a free phone?) After 5 days I hadn’t heard anything so called again. Had to go through everything again.. First time I asked for a supervisor was put on hold, (yet I heard him breathing in the phone) the guy came back and claimed no one was available and tried to do the same things again. I again asked for the supervisor and he tried to claim he couldn’t get any… I promptly informed him that was bull and I had heard him breathing-which he never denied. He then pretended again to locate one of course with no luck. Of course he attempts again to do more of the same. the third time he finally said he would have one call me. By the end he assured me it would be with in the hour. About 2 weeks later (today) I again called and from the first person in customer service I explained the bs she told me that the phone was still under warranty, and sent me to tech support. The woman in tech support listened to my story and stated I would be getting a new one in 7-10 days! I asked about the first call’s promise of compensation and attitude started. Went on to wrong address when she was confirming my address (changed in the first call almost a month ago?) Anyway this was the last straw with this company and I am trying to find another one which brought me back to this site.They have the absolute worst customer service ever. It will be a month on the 6th and I can’t even access my email account or any accounts that need to send me a text for more secure sign in. I am filing complaints with all agencies I can

      Reply

      • Terrible story, Kriss. If you want to file a complaint, here’s an article that tells you how to do and to whom you should complain — complete with all contact info.

        Reply

    • My husband is having the same problem. His phone is froze up!! Don’t have a number to contact them. These phones sound like a lot of trouble! They are good-looking phones too bad they don’t work!!
      Sincerely
      Jackie

      Reply

  76. qlink said i have to be with them a year, i dont know how to get by this or switch , no signal in the town i live, also many dropped calls

    Reply

    • Do you have internet as part of your Q Link plan? If so, they are correct that you must stay with them for a year, no matter what. If your plan does not include internet, you are free to switch service providers after 60 days.

      Reply

  77. I have been with safe link for several years. My service has been deactivated for more than 4 months because I can’t afford to buy another phone. I tried going with another company and they won’t release and says it is because of fcc regulations. I am very upset that I have to forego my benefits because I can’t switch to another company. Any suggestions?

    Reply

    • If you’ve been with Safelink for more than 60 days, you should be accepted by any other Lifeline company. If you have internet as part of your plan, you should be accepted if you’ve been with Safelink for one year. In other words, based on what you told us you are 100% eligible to switch companies. There must be more to the story.

      Reply

  78. At the moment,I’m stuck with a qlink phone that is the total pits.
    It wont connect to the internet.
    It won’t prosecute my apps.
    All it does is make phone calls. sometimes.
    I don’t want them to send me another LEMON.
    I want a perminant DIVORCE.
    I’ve notified them of my wishes electronically AND by Snale Mail.
    And; NO! I have NOT damaged the phone in any shape, for or fashion.
    A little assistance,PLEASE?

    Reply

    • Not much we can do, Jerry, because you’re already taking all the right steps. One question: Have you been with Q Link for a full year? If not, you will run into a problem because you can only switch service provider’s after a full year of service.

      Reply

  80. I am currently with budget for my emergency cell phone. I went by two of there locations yesterday only to find out they are out of business. How can I get another phone thru another carrier? When I try it shows I already have an account.
    Please help. I need a phone.

    Reply

    • This is not an uncommon problem for former Budget customers, Vicki. It should be relatively easy to solve (we hope). Choose a new plan you want to go with. You can find all the plans available in your state at this link:

      https://www.freegovernmentcellphones.net/states

      After you choose a company, contact its customer service team. Ask to speak to a supervisor. Explain that you are a former Budget customer and that you want to clear up the error on the National Lifeline Assistance Database (NLAD). The supervisor should be aware of this issue and should be able to solve your problem. (We’ll keep our fingers crossed.)

      Reply

  81. I have had my phone for awhile . Since i first got it my vision has gone bad and i cant see the small numbers . Can i get a phone with larger numbers ?

    Reply

  83. I have fought with SAFE-LINK wireless for over 2 months for a new phone that ONLY LASTED 2 WEEKS. The phone stopped working, it kept DISPLAYING ” MESSAGE BLOCKING ACTIVE”. Well I tried calling them to resole the problems to NO AVAIL. I was on the phone with them for 3 HOURS at a time! I was told that the phone HAD A VIRUS IN IT and IF THEY couldn’t resolve the problems that they would REPLACE MY PHONE. A month later when I called safe-link back they stated to me that THEY ARE NO LONGER replacing phones from their WEB-SITE & BRING YOUR OWN PHONE PROGRAM. Well they told me that if I wanted another phone that I would have to ORDER IT FROM THEIR WEB-SITE. A month later I ordered a NEW PHONE and can you believe they sent me A USED PHONE SOMEONE ELSE HAD ALREADY. It was sent in a TAN ENVELOPE!!!!!

    Reply

  84. safelink has give me the run around over a phone that has stopped ringing incoming calls and the texts are showing up days later. i decided to switch companies and desperately trying to transfer my phone from safelink to assurance and am getting the run around. i have tried to apply but it wont go through, was told computer glitch so sent an application from assurance, the application is simple but before signing you have to initial boxes and i cant seeing as i have safelink and it asks if i know i have another lifeline service. anyway after waiting for 30 minutes and clicking various buttons i was able to reach customer service which was very bad, told due to rules i had to have it a year before i could transfer benefits or i could cancel and apply in two months. this is all very upsetting, i read the fcc rule she was referring to and it speaks of landline and internet service, i have neither from safelink. any help or advice would be appreciated

    Reply

    • The customer service agent told you the truth, Christine. You rule used to be that you could cancel and switch service providers every 60 days. But as of late last year that was changed and you must now stay with your service provider for 12 months before switching.

      Reply

      • Does this apply if the company you’re stuck with doesn’t cover your area? I live in the country and was told they covered our area. Tried all of their carriers with no success. But now I’m not allowed to transfer to the one carrier that works out here, AT&T. So the whole point of having a life line is useless to me where I live. I couldn’t even transfer it back to our old landline. So now we pay $40 a month for our landline and still have no emergency cell phone. I totally understand the reason for this change, but there has to be some kind of exception if the provider is unable to fulfill their end of the contract.

        Reply

        • Unfortunately, we are unaware of any exceptions to the rule, Shale. And your problem is even worse if AT&T is the only company with a signal in your area, because AT&T does not participate in the free government cell phone program.

          Reply

  85. Not likely to actually print a TRUE statement of how horribly ineffective THIS site is as well as all the companies that contract . THEY get their money & provide **** service…. BUt you won’t PRINT THAT… but it’s the truth & YOU KNOW IT… but like it or NOT… you don’t give a shit either or they’ll fire your ass too… admit it… NOBODY really give a ****… just pass the buck , cancel the email, drop the call.. just DON”T deal with it>
    You’re all just moochers… taking money for a job you don’t even DO.
    WTF … America is pretty f****d now… Our govt makes contracts with companies who are buddies of the gov’t officials and they’re making big bucks & f*****g over all of us regular workers…

    THIS SERVICE SUCKS TOO>>> and No I don’t expect you to print this… have a good life… keep in mind… KARMA DOES come back… Keep doing THIS **** & you’ll see how f***** up YOUR life will be SOMEWHERE..
    Good LUck you NEEEED it… You don’t actually DO anything in your job & you KNOW it… PLACATING comments that DO nothing to really help people get the service they are TOLD they WILL receive… Yeah… bull ****
    Wasted enough time with you a******* too. At least with T mobile I could call into tech support & ALWAYS had a REAL PERSON & if things didn’t work out I”d ask for a credit for poor service & guess what… they’d admit their inefficiency & credit… THESE a****** wipe companies have NOTHING TO LOSE>.. they’re getting paid by their relative/govt officials in contracts that are for s***.

    Reply

    • You are so right they gave me the same BS I trusted this site which is beyond worthless they wont even edit it so you know you cant switch every 60 days anymore you are stuck for a year i switched now I have NO phone this site was the worst thing I have found on the net in 30 years

      Reply

  86. After reviewing all the RESPONSES about customer complaints… THIS site is obviously very ineffective as well… comments like BAD STORY just don’t cut it… THIS idea of the govt contracting with companies & then the companies NOT providing service in MANY ways… I have Q LINK & you can NEVER EVER talk to a person.. Sent an email 2 WEEKS AGO that my phone isn’t charging & they send a response saying CALL technical support and be SURE YOUR PHONE IS CHARGED… OBVIOUSLY nobody really gives a ****.. yeah… NOBODY.> These free gov’t phone plans are a waste… absolutely HORRENDOUS phone service and NO customer service & the GOV”T obviously doesn’t give a shit either… woooopeee our tax dollars at work.
    To tell me to wait 3-5 BUSINESS days for a reply when I am a senior with only ONE phone that is now not working… SHOULD be grounds to cancel that company’s gov’t contract… If I drop dead because I can’t call for medical assistance nobody will apparently give a flying FUCK ..
    This is a a waste… GOVT programs are for ****…just look at all the complaints.. and we’re told to get another company… PASSING THE BUCK… They ALL suck … THIS ONE TOO>

    Reply

  87. after following your suggestion to contact the FCC this is what happened I called them to complain about my issue it is apparent that this government agency is under funded because when I asked to make a complaint I was switched to a voice message that said it would be faster if I made the complaint I was directed to a web site and also told that if I would like to speak to some one I was to hit the zero button and when I did they hung up on me so sorry that’s a waste of time and then when I tried to contact the usac I found that the number had been disconnected and not given a new number so another waste of time the only option that you gave me that I was connected to and was able to make a complaint was the BBB now I know that our gov agency’s tend to be ineffective but this just seems to be a waste of time and will not get me any help with my complaint and I still am left with a phone that does not work like it should and my only option is to pay the twenty five dollars that the service provider wants and I feel very disappointed that as a consumer I am left with a defective phone and no other option but to pay for another defective phone this is not how it’s supposed to work. Roger L. Carson Jr.

    Reply

    • Bad story, Roger. That must have been incredibly frustrating. Chalk it up as another example of the government in action.

      Reply

  88. Think twice before you chose budget mobile IO have been a lifeline customer for over two years with budget in dec of last year my old stupid phone that they had provided died and they sent me a new phone which is a nice droidx phone my first smart phone and it took a while to learn but I managed and they had replaced the phone with no charge but I had no phone for about two weeks till I received the new phone in jan everything was fine till last monday when I went to check my messages and took my phone off of the charger and noticed that my screen had what appeared to be a large burn mark right down the middle of the screen nothing had happened to the phone it had looked fine the night before I.E. no burn mark on the screen so I called my provider and asked if they were having any other problems with this phone and was told no so I asked what my options were and was told that they only backed the phone for 30 days only and if I needed a replacement phone that it would cost me $25.00 dollars of which I don’t have,now I have only had this phone for less then four months and each day it seems that the screen keeps getting worse till now a week later I am having problems even seeing my txt messages it seems to me that the phone has a defect and has become unusable and budget refuses to replace the phone and I can’t afford the $25.00 dollars they say I have to pay for a new phone which they just replaced in jan and already broke I am sorry but Motorola says they replace their phone for free if it breaks within the first year and budget only gives you thirty days I ask you does this sound like a company you want as your provider because I no longer do and I am sitting here with a phone that I can only see part of the screen and my provider who supplied the phone refuses to do any thing to help me with out being paided for it or me finding a verizon phone that has been turn off for thirty days so I ask you to think twice about using this company to be your life line provider based on how they have handled this problem which has left me with a very bad taste in my mouth and made have to search for a new provider who stands behind their service and product like a company should. Sincerely Roger L. Carson Jr. disabled vet.

    Reply

  90. I have an at&t landline phone with California lifeline now. But I want to get a cell phone from assurance. I called assurance wireless to ask for a transfer, but they told me that they would mail me a new Lifeline application form, and I have to cancel the lifeline benefit with at&t before I submitted the new form to California lifeline. I’m so confused of the whole process.

    Reply

    • They have described the process perfectly, Astrid. Unfortunately, it may mean that you must go without phone service between the cancellation and the time your new cell phone arrives. This is what happens when government bureaucrats design a program.

      Reply

  91. I had Budget Mobile here in Souh Western Pa.
    Last June, Budget transferred my account to Safelink Wireless without my knowledge. I kept receiving airtime throughout so I never questioned my provider would have changed. Not til the year old cheap Budget free phone broke – did u even find out someone switched me to Safelink.
    They won’t send me a replacement phone, let alone a smartphone or any phone with a keyboard at least.
    I even called Safelink again today as I cannot use the phone due do ‘sim card puk error’. They will not send me a phone …they’re sending out a new sim card.
    …sigh…
    Called Feel Safe Wireless. They stated to me Pennsylvania has a port freeze right now and I cannot switch. Blah blah blah.

    Then I read this blog page.

    And I called FeelSafe Wireless BACK and stated -.

    ” and what about the Benefit Transfer Laws?

    And the Feelsafe representative began babble again.

    Is there any way I can switch under the new rules to finally receive a new phone? I’ll even take a refurbished smart phone!

    Notes–
    Budget 2015- received cheap phone.
    June 2016 –
    Someone somewhere decided to transfer my account to Safelink
    Without knowledge and consent.
    .
    April 2017 – still with a broken phone. Not a smartphone. I do receive data and txt after three calls to Safelink for un-received benefits. Although, the Data/internet access has never been used because you can’t from the phone. at all. ever. And I can’t even call or txt now for 3 1/2 weeks.
    I give up .

    Any suggestions ?
    Thanks.

    Reply

    • You have a lot of free government cell phone choices in Pennsylvania, Ann. We’d suggest that it’s time to contact some of the other companies (or at least look at their plans to see if you can come up with something better than what you currently have). Here’s where you can find all the service providers in your state:

      https://www.freegovernmentcellphones.net/states

      We can’t tell you what’s going on with Feel Safe, because all free government cell phone companies are supposed to offer smartphones to new customers.

      Reply

  93. Have been with Assurance ongoing for approx. 3 years. Oddly, my service renewed/recertified this year, in Feb. 2017, without my input or notification. Question: Do I have to wait to change Lifeline providers? If so, for how long?

    I have already chosen a provider who has a BYOD/BYOP (bring your own device/phone) policy, that will meet my needs. I am also interested in “porting” my Assurance phone number to the new provider.

    Your reply would be appreciated.

    Reply

    • We’ve had several reports recently from readers who say they were automatically re-certified. If you want to switch service providers, you must stay with your current provider for a full 12 months. But since you say you did not recertify, you should contact customer service and ask to speak to a supervisor. Feel free to threaten to report the company to the FCC, USAC and Better Business Bureau for automatically recertifying you.

      Reply

  94. OK so I’ve had Qlink wireless for about 2yrs and absolutely loved everything about the services abit the ghetto phones but $25 to upgrade to less ghetto isn’t bad. However, trying to contact customer service is impossible!!! Over 10 email, Facebook post, and messenger provides me with the exact same response to call them. You now because it makes so much sense for me to call them and talk to someone about not being able to get out of menu prompt hell. So my question ………any tips to reach a human because my original concern has no menu option and trust me I’ve spent hours going though them. Thanks

    Reply

    • We’re out of ideas on this one, Carolyn. It seems to be an increasingly frustrating event for many of our readers. Does anyone have any ideas for Carolyn?

      Reply

  95. How do I switch from q link to safelink service ? I’ve had my phone for nearly two months and can’t use it where I live

    Reply

    • The new rules of the free government cell phone program require that you stay with your current provider for one full year, Brian. Sorry.

      Reply

  96. I had been using Budget ut then entouch took them over I never got a notice of this but then found my minutes would run out quicker & my text messages dropped to hardly none. I went to complain & found out then it had changed over. I had bought additional minutes with entouch while I searched another carrier. Entouch just completely shut me down & I didnt get to use up what I had bought & didnt get a notice it was happening. So in mean time I was waiting on Tag to see if my contract was approved without having a phone. So about 2 weeks later I get notified Tag wont work in my area. So I tried to change to safelink to only find out that I cant get a phone till 2017..So I called USAC to find that Tag had a HOLD on me & I would need to contact them to remove me. This went on for days then Tag said they removed the HOLD. So tried safelink again to find out I still couldnt get a phone. I called USAC back again to find there is now a FREEZE on me..what???? That I needed to call Tag back & ask them to remove me. The rep. couldnt understand why herself and asked if I had received my phone from them I told her no because they cancelled the contract as it wouldnt work in my area. She said that was odd not receiving phone but having a freeze on me wasnt right. I called Tag back & argued with them saying I had to remove the FREEZE not them. I never got a phone so it was on them to remove me….they came back & said they removed me. LOL….after many headaches I tried safelink again.still cant sign up because of all of this. I have had numerous heart attacks & now been without a phone for a month due to the scamming of a few of these lifeline companies. I will be filing complaints with the state commission as I did on entouch with BBB.

    Reply

  97. Hello !
    I received my phone from qlinkwireless on Feb 21,2017, this is the first time i use this benefit, it was a very bad and useless zte n817 -no front camera ,always stop responding apps …-.so i returned phone to them and my service was cancelled on Mar 3 ,after that i tried to apply on safelinkwireless but the web page says: according to NLAD records you must wait for one year not 60 days ! what can i do ?
    thank you

    Reply

    • Unfortunately, Ali, you are out of luck until that one year period expires. Sorry you didn’t know that rule before you cancelled your account. What you (and other readers) should do is attempt to get a replacement phone instead of cancelling your account.

      Reply

  98. not satisfied withe assurance. even bought upgrade. 2 yrs now. did not go back to safelink because of possible losing service fo 2 months as told every time i have called to try to switch back, even though i read online safelink site that they do switch automatically. eventually i gave up. wasnt keen on safelink anyway. but its been major dilemma all along. extreme frustration. losing calls all the time. up to 3 day delays on received voicemail and texts. customer support is very poor. so i am very interested in trying access. but how do i work it out

    Reply

  99. Safelink says they will not take me on because I am already enrolled and they say they are Unable to until 12/8/17. From what I read here that cannot be true cause I am well beyond the 60day mark is that correct?

    Reply

    • Unfortunately, John, the rules of the program were changed as of December 2, 2016. You must now stay with your service provider for one full year, not the 30 or 60 days that was the rule in the past.

      Reply

  100. My free cell phone is not doing me any good because I have to drive 20 miles in any direction to get a signal.

    There should be some way to fix this.

    The cell phone provider witch is Assurance Wireless knew that I could not get a signal they signed me up anyway.

    What can I do?

    Reply

    • You are stuck in your contract for a year, Kenneth. Only when that year expires can you switch to another service provider.

      Reply

      • This whole article says that you can transfer service after 60 days. Is that information incorrect? I’m trying to transfer service and they are saying I have to wait 1 year, while the other company just says I have to cancel service and restart it through them.

        Reply

        • The rules changed as of December 2, 2016. The new rules say you can only switch service providers once per year.

          Reply

          • If the rules say that then why didn’t you change the article my wife and I changed our provider from safelink to qlink on the advice of this STUPID USELESS website that we could switch every 60 days. Now we can’t get service at all anywhere we have been in a 30 miles radios. Thanks a lot for ruining my phone plan this website should be wiped from the net. You are actively participating in ruining peoples plans. Thanks a lot now if I am broke down on the side of the road I am completely screw,

          • They say sorry I didn’t read any new article but which ones come up when you search these questions these/ THIS IS THE WORST SITE ON THE NET. Give nothing but outdated lies that will ruin what you have// Shame on you admins tell me I should have read updated…. shame shame you have cost me many dollars already because I have now phone and know money some of us cant run scam sites that get people to switch with invalid info from years ago then post smart aleck messages. Shame on you guys this is so sad and we are stuck with nothing because of YOU and YOU alone. DO NOT TRUST THE INFO HERE PEOPLE DO NOT I BEG YOU

          • Hey, we’re the worst site on the internet. Do we get a brass plaque or some cool trophy like the Stanley Cup?

  101. hello today i bought a trackphone from samsung i had assurance wireless called them just really bad customer service told them i no longer want the goverment to pay for my phone. Right now i am on a pay per min. plan with them. who do i contact to cancel my goverment service and kept my old phone number and pay for it myself

    Reply

    • You can call your free government cell phone company’s customer service team or you can turn your phone off and not use it for 30 days and your account will be automatically canceled.

      Reply

      • That is not true I told Qlink to cancel my service 5 months ago even turn off the phone and removed the battery and yet the phone to my surprise is still on. So that whole not use your phone for 30 day thing is a bunch of crap. I even ignored the recertification letters they sent me 4 mo ago saying I had 15 days to submit my eligibility Paperwork or my service will shut off. Yet I’ll say it again my phone is still on 5 months of not using it.

        Reply

  102. At what point in the process of changing companies is it too late to back out? I haven’t yet received a phone, and my current service with assurance wireless is still active.

    Reply

      • Then, what is the best way to cancel with them and become free to choose another company?
        Am I now bound by the 60 days of service rule?

        Reply

          • Yes. As of December 2, 2016 the Lifeline rules were changed. In the past you could switch service providers after 60 days, but the waiting period is now one full year.

  103. ALL FINE AND DANDY….NOTHING IS MENTIONED ABOUT “HOW TO CHANGE PROVIDERS”. SO WHAT SAY YOU?

    ALSO NOTHING IS MENTIONED ABOUT COMPLAINT ABOUT YOUR CURRENT PROVIDER, ACCESS WIRELESS FOR INSTANCE. I’M CONFIDENT THAT THIS AGENCY THAT WATCHES OVER THE LIFELINE PROGRAM CONDONES THIS PROVIDERS CUST SERVICE TECHNIQUES, OR DOES IT.

    YOUR IMMEDIATE ATTENTION IS REQUESTED.
    JMIGLIORE

    Reply

    • Yes, sir! Please let us jump to attention and do your bidding, Mr. Migliore. We’ve just been sitting here waiting for you to give us a command, because we are your humble servants, oh Lord and Master.

      Read the damn article. It’s an older one so the 60 days period mentioned in the article has now been changed. You must now wait one full year before you can switch service providers.

      Reply

  104. Hi I have a question I had link wireless and didn’t like it so I cancelled it and tried to sign up for assurance and it said I couldn’t till DEC 2017. Why?

    Reply

    • When did you cancel your Lifeline service, Mare? New regulations that went into effect on December 2, 2016 say that you can only switch service providers once every twelve months.

      Reply

      • SO WHAT ARE WE OR ANYONE TO DO….JUST SUFFER ALONG WITH THE LESS THAN BELOW SERVICE AND WING IT WHILE THEY CONTINUE TO GET PAID. ANOTHER EXAMPLE OF FLEECING IN AMERICA. THAT SAID I’M NOT EVEN GONNA WAIT FOR AN AGENCY RESPONSE, THIS NEEDS TO BE ADDRESS TO THE NEXT LEVEL.
        A BAFFLED DISGUSTED UNSATISFIED CONSUMER,
        JMIGLIORE

        Reply

  105. I have a current MetroPCS account that I don’t plan on renewing. Can I port over my MetroPCS phone number and have it replace my current CA Lifeline phone number from my Lifeline provider (TagMobile)?

    Reply

    • It all depends on the make and model of your phone, Alexander. Not all cell phones are compatible with all cell phone networks. The only way to get an accurate answer to your question is to contact Tag Mobile’s customer service or tech support team.

      Reply

  106. How do I find out who my lifeline wireless co is. my name Marita gross. my old phone no is 513 433 ****. my phone was lost or stolen. I want to cancel out my old provider with phone no 513 433 ****

    Reply

    • If you don’t have your free government cell phone and don’t know who your service provider was, you’ll need to do a little detective work, Marita. Go to our “States” page (link below) and look up your state. You’ll find a list of all the companies offering Lifeline free government cell phones in your state. Unfortunately, the only way to get the info you need is to start at the top of the list and contact each company until you find the one that was your service provider. Here’s that link:

      https://www.freegovernmentcellphones.net/states

      Reply

      • You can call the Lifeline administrator for your State and they will be able to tell you which company company you have. In California it’s the California Lifeline Administrator, with offices located in both Sacramento & SF

        Reply

    • C’mon, Joanne, even if we were your service provider instead of an independent website, don’t you think we’d need more information than your name in order to cancel your service?

      Reply

    • i am a wireless lifeline owner from free govment pohe i would like to know to cancell my phone that is shut off now

      Reply

      • Did you shut it off or did your service provider cancel your service? The best way to cancel your service is to contact your service provider’s customer service team and ask for service termination. The other way is to make sure no calls or texts are sent or received for 30 days. The new rules of the program require service providers to terminate your phone is inactive for 30 days.

        Reply

  108. I had just received service from Assurance wireless(virgin mobile) 65 days ago. I was told I was told this past Friday I was ineligible for service and cancelled. They removed my number and told I was removed from their system. I got my food stamp benefits updated today and there was a Access wireless so I went there and applied for a phone immediately. The guy showed me the NLAD message saying one service every 12 months and that I have service through Assurance wireless. Once NLAD gets the updated information that I am no longer with them. Will I be eligible to sign up with Access wireless? Do you know how long it takes for the information to be transferred so that I can go back to the Access Wireless Kiosk at my Department of Economic Services location. I live in Mesa, Arizona. I have no phone and really am in need. I am hoping someone who might know the process will respond to this asap and let me know. Thank you very much!

    Reply

    • You’ve stumped us, Damian. We actually do not know what happens in a situation like yours. The rules just changed in December and we just don’t know the answer. One problem you may run into, though, is that Access and Assurance have merged, so getting canceled by one may turned out to be the same as the other.

      Reply

      • I’m going to email the nlad people and see what they say. Basically I am an eligible recipient for a lifeline benefit and really need a phone for emergencies and also for job opportunities to get in touch with me. I am hoping this situation has been brainstormed. If anyone has any idea and can help I would greatly appreciate it. I called Access Wireless and they told me ‘ they show me eligible for a phone with them ‘ so maybe I have to go through the online process. It is strange that they see that but the field rep for them does not and gets that rejection message. Thank you very much for your help!!!

        Reply

    • Keeping your number is no problem, Susan. Just tell customer service at your new company that you want to “port over my current phone number.”

      Reply

  110. I have been with Assurance wireless since 2013 when I was first approved by California Lifeline. And I just had my receritification in October 2016. I want to switch to another provider and this is Tab Mobile. Tag Mobile wants me to fill up an application and submit proof of my government subsidies. Can they not just call Assurance wireless and port my phone number to them since I have just been recertified? I think Tag Mobile is doing this to those CA Lifeline customers who want to switch over to them. Can you please tell me if this is the right way?

    Reply

    • There’s one big problem you do not seem to be aware of, Lilia. As of December 2, 2016 you can only switch Lifeline service providers once every twelve months. You will probably be required to stay with Assurance until October 2017.

      Reply

  111. I currently have a phone through safelink its a tracfone. I was wondering what I would have to do to get my provider switched to a different one like pure gsm? After i run out if my 350 minutes i bought a phone card to be able to call my doctors and it was 30$ for 120 minutes and pure gsm hss better deals in extra phone time. I cant afford all if that having 2 kids and another on the way in a week especially being a singke mother. If anyone could help me that would be great! Sorry for the long post

    Reply

  112. How do you recommend talking to a vendor that has tried to pull the “Cancel your old service first, then we can help you.” bs concerning benefits transfer? I called to switch to a new provider, and they wouldn’t allow me to transfer benefits over the phone. They wanted me to contact my current provider (Assurance) to cancel my lifeline service and THEN fill out an application with them (Qlink). This renders me without a phone for at least two weeks while waiting for the application to be approved and the new phone to ship. What language do you recommend I use to make them understand that I know they’re not allowed to give me that advice? I don’t care about keeping my old number. I just want a better phone, as my free phone from Assurance only works sporadically. Thanks.

    Reply

  114. Thank you for the info. I am afraid to transfer to another cell phone company because i would like to keep my same number but Customer service are so terrible in transferring. Help!!!!

    Reply

    • Keeping your current phone number shouldn’t be a problem, Mackster. Just make sure you tell the service rep that “I want to port over my current phone number” during your initial contact.

      Reply

  115. I want to switch from Assurance to Safelink, but before I go through with calling to make the switch, I need to know if I will have a lapse in cell service while waiting on a new phone from Safelink, or can I continue to use my Assurance phone until I receive my Safelink phone. My reason for asking is I am single mother of 3 and this phone is my only way of making and receiving calls. My youngest has been very sick lately and I have been needed to communicate with his doctors more frequently, and a lapse in service could impact his health/medical care. Are you able to help with this? Thanks so much.

    Reply

    • You may have a lapse in service. Contact customer service to get exact details before you attempt to switch service providers.

      Reply

      • They told me I could sign up for service online and it would transfer to speed up the process since I have had my current service for almost 2 years. As I am doing this, it pops up telling me that there is already someone in my household using the lifeline service (me, of course). I then answered the household questions about no other adults in my household receiving the service. Is it safe for me to continue with the application? Will it automatically transfer me? I do not want to do anything that could cause legal repercussions or cause me to lose my service. Thanks so much!

        Reply

        • This is a common complaint, Ashley. You didn’t say who your service provider is, but if they have live agents (some do not appear to have them), you should definitely call customer service and speak to someone ASAP. If the first agent doesn’t help you, ask to speak to a supervisor.

          Reply

  116. This is the second HIGHLY HELPFUL AND INFORMATIVE article I’ve found on this site in less than one hour! Furthermore, it exactly answered my questions about how to change phones/providers for the Lifeline free cell phone program. Whoever oversees the writing/reporting on this site is doing a FANTASTIC job in terms of providing thorough details, easy-to-understand answers, and clearly defining the topic being addressed. This particular piece impressed me to the max also by including a link to a site with specific bureaucratic details on LIfeline “benefits transfers,” which I found to be an extremely helpful and awesome addition to my “information is power” arsenal. I think you restored my faith in the internet as a source of helpful and intelligent answers. This is harder and harder to find in the ever-growing cacophony of childish diatribe.

    Reply

  118. Dear Sir,
    My name is Wafaa Nabood and my phone number is 619-397 **** but my phone does not working in call .
    Only text messages i can send.
    Regards
    Wafaa Nabood

    Reply

    • We’re not your service provider, Wafaa, so we cannot help you. You need to contact your service provider’s customer service team by phone or online.

      Reply

  119. I am very sorry, I want to switch from Assurance Wireless to Safelink. But I’m very confused from this article. Is it possible for you to give me step by step instructions on switching services? Thank you for your time.

    Reply

    • You don’t really need step-by-step instructions, Tasfia, because there’s just one step — call Safelink and tell them you want to switch. They should take care of cancelling your current account and beginning your new Safelink service.

      Reply

        • Not in terms of paperwork, but your new service provider will ask you lots of questions when you enroll.

          Reply

          • Safelink told me i had to de-enroll from Assurance Wireless. I want to de-enroll from Assurance Wireless, but i don’t know how to. And since i signed up long ago i don’t know my pin or the security questions.

          • Call customer service and talk through it, Tasfia. They should be able to identify you by your phone number, your name, your social security number, your address, etc.

          • Free government- In an earlier post you instructed that the new phone provider is bound to cancel the old service…..so why instruct this person to call customer service? Should safeline have declined to switch Tasfia’s service?

          • I suppose we could have answered that question differently, because upon re-reading her question it seems that she was asking how to switch service providers. But we answered the other part of her question — how to find her PIN and security questions.

  120. I’ve read the above article and following comments and am still cornfused.
    I’ve talked with both my current lifeline/landline provider and my future lifeline/wireless provider. They both tell me to stop the current lifeline/landline program first…contrary to the above article’s recommendations. Should first ask my lifeline/landline provider for a benefit transfer to my future lifeline/wireless provider?

    Reply

    • What they are telling you is incorrect. Try calling again and ask for a supervisor in an attempt to clear up the problem.

      Reply

  121. Where in Seattle,WA can I reapply?Addrres of office.I now enroll in CaliforniaLifeline(SafeLink),but soon is terminate I want keep my number.

    Reply

    • It doesn’t matter where you live, Vadim, because you can apply online or by phone with any of the free government cell phone companies in your state. We strongly recommend that you do not attempt to enroll at a street tent or booth. There have been too many cases of fraud and abuse originating in those locations.

      Reply

  122. I’m not sure if you are the right people I need to contact; but I’m at the end of my rope. In September a guy knocked on my door & asked me if I had a free phone with free minutes & I told him yes. I told him that I had Lifeline service with Assurance & was very happy with the phone & service. He proceeded to tell me he could help me get more minutes but needed some of my personal info. Trusting him, I gave him the info he asked for & then he told me that I wasn’t approved for more minutes. I told him that was fine & he left. Well, a couple weeks later I received a phone from TracFone; so I called TracFone to ask them why they sent a phone I never asked for. They told me I was a LifeLine customer w/SafeLink & they supply the phone. I told them to please cancel the account because I had service already with Assurance & didn’t want their service or phone. I spoke to a supervisor by the name of Julio who promised me he de-enrolled me. (ref #1415128794). Then a couple of days later my service with Assurance was cancelled & I called to explain the situation to them. A rep by the name of Echo started a new app for me & then I called TracFone again to make sure the phone was de-enrolled which according to the rep it wasn’t. So once again, I had to speak to a supervisor. His name was Arnell reference # 1416882258 who also promised he de-enrolled me. I am very ill & don’t have time for this. How can the rep for SafeLink be so unethical & get away with breaking the law & literally lying to customers. Anyway, just out of curiosity I turned the TracFone on & low & behold it has 500 minutes & is activated. These people at SafeLink/TracFone have done nothing but lie & lead me on. At this point in time I told Assurance that I no longer want LifeLine with anyone& once again will call TracFone to tell them to cancel the service because it has gotten me so stressed out & sicker than I already am. How can I cancel my LifeLine when these people aren’t cooperating. I called Assurance again today & spoke to a rep by the name of Travis who transferred me to a supervisor Frances who told me she would escalate my issue to I believe USAC/NLAD. I appreciated both of their assistance. PLEASE CAN SOMEONE HELP ME! Thank you!

    Reply

    • Looks like we have to add “Don’t enroll with people who come to your door” to our “Don’t enroll at street tents and booths.” Actually, your situation is even worse because you never intended to enroll with a new company, but an unscrupulous agent duped you.

      You’re actually doing all the right things, Dawn. Don’t give up. Keep calling. Keep asking for supervisors. But if your problem isn’t resolved immediately, you may want to begin telling them that you’re going to report them to the FCC, the USAC, the Better Business Bureau and your state’s public utility commission. Use the word “fraud,” too.

      Reply

      • Thank you so much for your quick response. Needless to say, the phone SafeLink/TracFone sent me is still showing the service one; so I’ll unfortunately, have to make yet another call. I did mention fraud to the supervisors I spoke to there; but they obviously aren’t taken it serious. Also, thanks for your suggestion about reporting them to FCC, the USAC, BBB & my state public utility commission. I will be sure to takes these steps if it’s not resolved this last call. You’re all great & I truly appreciate your advice & concern. 🙂

        Reply

        • Please let us know what happens, Dawn. Our readers would find out what works and what doesn’t.

          Reply

          • Hello again:

            Well, SafeLink NEVER did de-enroll me & I still have the TracFone for the LifeLine account. Unfortunately, my hands are now tied because I called SafeLink/TracFone four times & each time they promised they had de-enrolled me. Also, I called Assurance four times & they told me they couldn’t re-enroll me until SafeLink/TracFone did their part. Looks like their sales rep got his bonus & I’m stuck with them as my Lifeline provider. I guess the option I have is to just let 60 days lapse without using the service so my Lifeline will just be cancelled. Such a mess the door salesman made for me. 🙁 Thanks for all your responses. I truly appreciate your concern & care. 🙂

          • Not using your cell phone for 60 days should do the trick, Dawn. But make sure you turn it off and keep it off, because receiving a call or text will keep the account active.

          • Oh yeah, I forgot to mention that I will be contacting all the agencies you told me to contact; since SafeLink/TracFone didn’t do as they promised & don’t seem to even care. I’ll keep you posted.

            Thanks!

  123. I want to transfer my number and info over to a different phone. can you help me? plus my minutes didn’t roll over from last month. my phone is acting up. I just want to use this one here is an unlocked phone.

    Reply

    • We think your first question is asking if you can switch your SIM card over to a different phone. The answer is maybe. It depends on two things: (1) whether the new phone is compatible with your current cell phone network. Not all cell phones are compatible with all networks. And (2) If your phone is unlocked and/or if your service provider will allow it to be unlocked. To get answers to both of those questions, you’ll need to contact your service provider’s customer service or tech support team.

      Reply

  124. I have tried to reach safe link about my lost phone but no one there to pick up my call I wonder what shall I do? my email *******@yahoo.com. my number is 281-827-****

    Reply

    • You don’t want “us” to take you out of “our” system, because we are not your service provider. We’re an independent website, April. You need to contact Q Link customer service. But cool off a little. it’s not surprising that you haven’t received your phone in two weeks. Most companies say they’ll get the phone to you that quickly, but our readers say that many times it takes three or four weeks or even longer.

      Reply

  126. Helpful blog post! Each Lifeline cell phone provider has different strengths and weaknesses. One may provide better quality phones, another may provide more voice minutes and texting limits, while another may provide higher quality customer service. And it’s hard to know if you are getting the best company for your specific needs at the time that you initially subscribe. And given that so many do not shop for the best company, against our recommendations, and simply pick up a phone from a street tent, a large number are likely to be disappointed. Apropos , others require a IRS W-2.

    Reply

  128. I just signed up with Budget Mobil One month and 7 days now. And the reason I choose them was because they said I receive an IPhone , along with 500 min ,, an 500 texts for my first 3 months,,then it would be 350 min & 350 texts from then on……
    Well my service started on Aug 23, 2016 and on Aug 30, 2016 they sent me a letter telling me the ” Exciting News” as they put it, that I will be getting a new wireless service called ” en Touch Wireless ” an that I would be notified by text when the transfer would take place….
    Not only was I not notified,,,, but that my plan would now exist of
    500 min
    100 texts
    10MB of Data…..
    That is not what I need..
    I need what I originally signed up for..
    Plus not that I needed a new IPHONE really.
    But a good working phone that I could text easily an hear better on,,,,can’t even hear that well on speaker, which I have to use all the time , which is not private very well when you need it to be….
    They sent me a “muvemusic” phone…….
    Which after looking it up on line is pretty much obsolete now……
    My model doesn’t exist anymore an it was Hell trying to find out how to set up my voicemail, which after going thru muvemusic to Verizon , ( who told me that my phone # had nothing to do with them.) But if I try to set it up by the way Buget was telling me to all I get is this is Verizon Wireless and you have dialed a non # , then blah, blah, blah,,,,,you know the sppille…
    Finally only because Verizon gave me the #611 number to get ahold of a live human to talk to at Budget Mobil…..( Cause it seems like when you have service with them, they no longer want to talk to you live anymore).
    And after I don’t know how many calls an agents I got info on how to set it up and that they re- programmed my phone, ( which not any suggestions worked ) , until I finally got a sweet girl who knew her job requirements, ( which is a rare commodity these days) and told me to Dial my own phone # and then push # and it worked…..
    And I might add that I am also emailing back an forth also during all of this time with a Mary ? . I won’t say her last name ,, but she was no help at all after 5 emails back an forth , except for ” I’m Sorry ” an ” I know your frustration “….
    OH NO YOU DON’T ,
    That woman jacked me around so much,,,,, I was almost ready to commit myself to the 5th floor at any hospital…….
    Seriously…!!!!!!!!
    Now the BIG Q,,,,,
    Do I have a legit complaint to get new Service or Transfer an to whistleblower an to USAC an/or PSC..?????!
    THANK YOU………

    Reply

  129. I need to cancel my service with Q Link wireless. They have no customer service people who will talk to you. Only a recorded message. Is there a Lifeline number I can call to cancel ?

    Reply

    • Unfortunately, no. Try calling customer service at 6-1-1 on your free government cell phone. If you go to the Q Link website look toward the top of the page for “Help Center.” Click on it and then click on “Contact Us.” Try sending them an email.

      If you still get no response, your account will be automatically cancelled if you neither send nor receive any calls or texts for 60 days. So make sure you shut the phone off and do not turn it back on until 60 days are up.

      Reply

    • I had same problem getting live person with QLink until I filed complaint with BBB.
      Click on option 5, then option 9. Live person in 2-3 minutes.

      Reply

  130. Hi, I want to switch from Safelink to Tag. They say you have to have an account and to fill out the application. Once approved can take up to 7-10 business days to receive phone. Then they can port the number. I would need the account number, pin number, and address connected with safelink. I’m not even sure there is a pin number.
    Is this accurate? because if so then you would temporarly have 2 lifelines at once

    Reply

    • You should be able to get all that info from your current service provider’s customer service team. Contact them by phone or online. After you get the info, contact Tag and it will take care of cancelling your Safelink account at the same time they begin their service.

      Reply

  131. I have a friend that just got her q link phone & wants to keep her number from her assurance wireless how do we get ur number to the new phone thru yall

    Reply

    • It’s probably too late already if you already have your new phone. You should have told the Q Link customer rep that you wanted to “port over your old phone number” during your initial phone call to q link.

      Reply

  132. My name is Victoria Rogojan. I have a free cell phone for less than a month. I want to ask you for my neighbor who is disabled. She has free cell phone too, for two years and she wants to transfer to another company. She don’t speak English, I try to help her. What can we do and how find another company ? I will be happy if you can help me ! Please answer my questions ! Thank you .

    Reply

  133. I know for sure Hillary Clinton will be the next President of the United State. On January 26 1998 when standing by her husband telling the biggest lie to the Americans people, I told my husband “look at her she is going to be the first women President of the United States of America”.

    Reply

    • In addition to being an expert on cell phone radiation and corporate bankruptcies, Marci also appears to be clairvoyant. Can you give us Saturday night’s winning lottery numbers?

      Reply

  134. Budget Mobile went bankrupt in the mid of May/Jun or July and it’s been bought by Safelink. I know because my husband was sign up with Budget Mobile and somewhere in that time his phone didn’t worked, we didn’t really care much because we where away from home and around us were lots of phones that we could use.

    Reply

    • You have more than your fair share of strange conspiracy theories, Marci. What you’re saying is not true. Budget Mobile did not go bankrupt nor was it taken over by Safelink.

      Reply

  135. I contacted Budget Mobile Life/Line to have them transfer my account to SafeLink. They said they can’t do it and because of the Problem I had with Budget Mobile canceling my account. Since I had a previous account with SafeLink, my SafeLink account was canceled by Budget Mobile .Since You can’t have 2 accounts Budget Mobile must end my account so I can open a new account with SafeLink.

    Reply

  136. “it’s in the provider’s best financial interest to keep your account active as long as possible (to get their monthly payment from the government)”

    Except providers don’t get paid by the government, right?

    http://www.factcheck.org/2009/10/the-obama-phone/
    “But the program is funded by telecom companies, not by taxes, and the president has nothing to do with it.”

    Reply

  138. The Lifeline program has very specific rules that instructs phone vendors on how they must proceed in a “Benefit Transfer” , see link-

    National Lifeline Accountability Database (NLAD) – Benefit Transfers
    http://usac.org/li/tools/nlad/benefit-transfers.aspx

    A benefit transfer is when one carrier transfers a subscriber’s Lifeline Program benefit to another carrier. The benefit transfer is at the request of the subscriber.

    In the normal course of business, a subscriber receives their Lifeline Program benefit from a carrier (“ETC A”). If the subscriber wants to transfer their benefit to another carrier (“ETC B”), the subscriber will contact ETC B and provide consent for the transfer.

    Besides, obtaining a completed Lifeline Program eligibility certification and reviewing proof of eligibility, as of June 6, 2014, ETC B, the recipient of the subscriber, should initiate the transfer by sending either a paper or electronic consent request to the subscriber.

    After gaining the consent of the subscriber.
    ETC B will log into NLAD and complete the “Transfer NLAD Benefit” screen. ETC B must complete all required fields for the subscriber to be transferred.
    If the benefit transfer is a success, NLAD will:
    De-enroll the subscriber from ETC A = NLAD benefit transfer.
    Enroll the subscriber with ETC B = NLAD benefit transfer.
    Notify ETC A and ETC B of the change.
    End the benefit transfer transaction.

    If the benefit transfer fails, ETC B will be provided with the appropriate error codes and messages defining the reason for failure and the process will end.
    In the case of a benefit transfer failure, the subscriber will stay active in NLAD under carrier ETC A.

    Steve

    Reply

  139. Hi FGCP,
    Great article, wished FGCP would date it’s articles for reference of how current it is or has come down the information pike. I’ve seen some articles before you must of stopped doing the dating of them, from the year 2013.

    Anyway reading the undated article above, I’ve noticed this-
    “and then how it takes for the USAC to process it may vary from vendor to vendor and time to time.”

    Should there of been a “TIME” used in the structure ??

    My current method to find out a close date is scroll to the first comment and check its date = May 2015 here |v|.

    I guess my comment is about “time” and “dates” mostly, as I’m not educated and to critique ones work – its not my bag, shoe could be on my foot just as well.
    Just it sounded better placing the word [time] in it when I reread it.
    Steve

    Reply

    • Refine this a little-
      ““and then how [LONG] it takes for the USAC to process it may vary from vendor to vendor and time to time.””

      Should there of been a “TIME” used in the structure ??
      CORRECTION: Just it sounded better placing the word [LONG] in it when I reread it. (Time-was meant as a duration – where as Time was not used when I reread it but, LONG used).
      Steve

      Reply

  140. Please do any of the lifeline providers provide smart phones or phones with camera? Or are the phones only fit for call and texts?

    Also, I have not been allowed to sign up through Qlink because when I enter my zip code, an error reply tells me that my area is not covered by the plan. Please what do I do?

    Thank you.

    Reply

    • As my old grandpappy used to say, “That’s what makes a horse race.” The comments from Tracy (below) raved about her Q Link phone and service. You, on the other hand, have trouble with both.

      Reply

  142. I currently have a safelink phone which i am and have had experienced difficulties with. I have contacted safelink along with no help! I had asked the lady if cancelling my service with safelink and went threw a different company is maybe what i needed to do. Her response was would you like to cancel your service now. I explained to her not at this time because I was not sure what to do next. I am very interested in changing the service provider so I would be able to use my phone properly and the way it is suppose to work. I am very much interested in a new provider and need to know what I can do next to receive a phone up to date and that works properly. What should I do?

    Reply

    • Here’s what we would do if we were you, Clarence. Look through the list of Lifeline companies in our state. You can find that here:

      https://www.freegovernmentcellphones.net/states

      You’ll need to do a little work to be an informed consumer. Check out all the companies and plans and maybe check out the companies’ websites to see which ones offer phones that best meet your needs. After you whittle the list down to some finalists, you may even want to call customer service at the companies to discuss what kinds of phones you can get. With that in mind, here’s an article that tells you about smartphones and upgrade policies:

      https://www.freegovernmentcellphones.net/which-lifeline-cell-phone-companies-offer-smartphones

      Good luck. We hope you’re able to get the phone and service plan you need.

      Reply

  143. I was just told at MetroPcs that it is illegal to port my number with lifelink to a paid account with them. Is this true?

    Reply

  144. I have been trying to get hold of you are it keeps saying error Iam od ssdisably And on a heart list we can not aford the phone any more,will you are please let me know what to do
    Larry Hoskinson

    Reply

    • You have NOT been trying to get hold of us, Larry. This website is independent and not affiliated with any Lifeline service provider. You need to contact your service provider directly.

      Reply

  145. Hiya FGCP.

    Love your site and all the resources and articles. Here is my situation. I have been an Access Wireless customer for many years and have become dissatisfied with the provider. I want to switch to SafeLink because I get a much better GSM signal than CDMA, and also because I have a very nice Tracfone smart phone that I can use with Safelink.

    I had gone to thw website via your link and began the application process. When it got to the “submit and place order” page I realized there had been no questions about whether I was new to Lifeline or transferring from another provider. I am not a fan of loose ends and I want to make sure that Access Wireless is notified and that the transfer is done properly. I did not submit the form. I decided to call Safelink to clarify. The rep that I got had no idea what I was asking so they checked with a supervisor. The supervisor said I need to cancel with my other company then apply at Safelink. I informed the rep that this was not correct and asked for her supervisor.

    When speaking with the supervisor (overseas call center), she repeated the same thing about my needing to cancel with prior company. I told her that this is not what USAC proscribes and I was met with a whooshing sound and her comment, “USAP? Whaaa??” I asked if there was another supervisor I could speak with and was told no. I politely thanked her and hung up.

    I would simply pick another provider based on this conversation with support (and perhaps that would be the smart thing because my pre-transfer experience has not been good) – however, as I said I am interested in only Safelink due to the GSM desirability and the extra iPhone I have on hand. What do you suggest? Should I just sign up and not worry about the NLAD transfer? Or should I perhaps try again at Safelink and hope the next representative and supervisor know what they are doing?

    Many Thanks!

    Rob

    Reply

    • You should definitely do it the way you are attempting to do it, Rob. We’ve just heard too many cases in which the company that is losing the customer simply “forgets” to shut off service, which results in the customer having two accounts, which is illegal. Of course, it’s the customer that suffers when they get nabbed for having multiple accounts.

      Seems like you have two choices: (1) Try again with another Safelink supervisor, or (2) Choose another Lifeline company from the list of the ones that offer the program in your state. Here’s where you can find a list of those companies. (By the way, check out all the companies, because you may even find one that offers more minutes, texts, data, etc.)

      https://www.freegovernmentcellphones.net/states

      Good luck, Rob. Do us a favor and let us (and our readers) know what’s happens in your search.

      Reply

      • Will do on the follow up. Another quick question to arm myself with more knowledge before I call.

        I was reading your article on fraud and a few other snippets on your site and was left with the impression that NLAD was a tool to combat fraud and was referenced during the process of determining my eligibility. I am not sure if you have the answer but I am curious why people like me that are switching can get through the enrollment with the new company if I am showing service with an existing company already? I would have thought my application would be rejected because I had (have) a current phone, but I know that there is a mechanism in place with USAC to allow us to switch providers. How do they combat fraud if essentially I am transferring service before the old company is stopped. Does this perhaps mean that I HAVE to find a company that will transfer service at same time of application or else I would get declined for the new line?

        I am 100% sure that my question makes no sense and is worded like a drunk monkey was handed a keyboard. But if there is anyone who will understand what I am asking it is you!

        Cheers

        Reply

  146. I have a government assisted phone now & would like to transfer to QLink.. my only question is when they say I am eligible to transfer, does it shut the phone I have now off immediately or will they wait until I receive my new phone? Thanks!

    Reply

    • Re-read the article above. It will tell you exactly what to do. Contact Q Link and they will take care of the entire transfer. It will be seamless for you.

      Reply

    • Seriously, Ken, do you really think this website knows who you are, what date your contract started, and when minutes are added to your account? If we were able to read the minds of you and your service provider, we would also know who’s going to win the next Super Bowl and the election in November. In other words, you need to contact your service provider to get the answers to your question, not an indepedent website.

      Reply

      • Bravo! Perfect reply and more tempered than I could have ever been.

        Also, fwiw, your site has been an amazing resource of information. Thanks, and please keep it up.

        Reply

  148. i spent nearly 6 hours trying to find a cell phone compatible to my assurance government service and was given WRONG INFORMATION, misdirected to merchants and given an incorrect type of phone which in fact was NOT compatible!! I’m fed up with assurance wireless and want to drop them.

    Reply

    • As long as you’ve had your Assurance service for more than 60 days, you can easily switch providers. Just follow the instructions on this page.

      Reply

    • You can use many different phones, Catrina, but not all phones work on all networks so you need to contact your service provider’s customer service team to make sure the phone you have in mind will work on its network.

      Reply

  150. I currently have iwireless and receive no service. I wish to switch my benefits to safelink no one seems to know ,how to do this

    Reply

  151. I am trying to transfer from Budget Mobile to tag mobile but they are giving me the run around telling me that I have to contact the California Lifeline in order to transfer service. How do I get help transferring the service.

    Reply

  152. I currently have Qlink lifeline service, my phone was damaged and quit working. I tried to get in touch with them for a replacement by phone and email for a month now. I have not heard back from them. I want to switch my service to a new provider. I’m not sure but I’m pretty sure it’s been over 60 days since I signed up with them. I also would like to upgrade to a smart phone with internet access since most things like sending out resumes and job finders is online now. What can I d0?BTW, I think Qlink may be a scam taking advantage of the government and poor people, I and a lot of other recipient of their’s think they should be investigate!!!

    Reply

    • We’ll come to Q Link’s defense here, Sheldon. It’s a very good company with nearly half a million customers.

      Since you want to switch service providers, here’s some information you’ll need. The first article will tell you how to switch:

      https://www.freegovernmentcellphones.net/faq/how-do-i-switch-lifeline-providers

      You’ll need to know all the alternative companies in your state. We strongly recommend checking them all out so you can find a company and plan that fits your needs best. Be an informed consumer. Here’s where you find the companies in your state:

      https://www.freegovernmentcellphones.net/states

      Finally, here’s an article that tells which of the leading customers offer smartphones:

      https://www.freegovernmentcellphones.net/which-lifeline-cell-phone-companies-offer-smartphones

      Reply

    • It sucks that I need this program, but complications from a hip replacement has put me out of the workforce for 5 months.
      This program is a Godsend for me.
      That being said, I have Q Link. I received a good smartphone, quickly, and while it may be last years model, it’s new and has everything any smartphone I’ve ever had.
      I , too, had a problem getting a live person, writing emails and fruitlessly using phone line for two weeks. Problem was solved, in 2 days. I filed a complaint with BBB on day one, got a voice message on day 2. Hit on option 5, then option 9. Bingo.

      Reply

      • Great advice, Lee. Maybe others can get the same kind of results by following your example.

        Reply

  153. Hi,
    I have been with Assurance for years mostly because I didn’t want my to change my number but I had to get a new phone due to the Jax finally giving out.
    I received the new phone and have had nothing but trouble with it. Have called forever and am always told I must use a landline in order to check to see if the phone is defective.
    I don’t have a landline. If you are on Lifeline you either get the cellphone or the landline. I need the cell phone because I am disabled and need to be able to call caretakers, etc. Also, I can’t afford a landline off of Lifeline.
    No one I know has a landline anymore and I haven’t seen a pay phone in years.
    What can I do?
    Thanks in advance!

    Reply

  154. PLEASE HELP!! I didn’t want any lapses in service so when I was informed that they no longer were participating in the California Life Line program, so I did as instructed, and came here and started my search for the best provider SADLY I chose Assurance that was in April I had to go out and purchase a tracfone because to date 13 phone calls 7 supervisors and I’m being told incorrect information.

    I’m a bloody expert in the USAC and the Benefit transfer rules and regulations, they are requiring some application (11 times I was told they would mail me something (takes 7-10 WORKING days to arrive, THEN 7-10 for it to get to them THEN it will take them TWO WEEKS to process THEN another 7-10 ONCE I’M APPROVED????? I have had life Line for 6 years I renewed my application in March 2016 and its good till March 2017 I DO NOT NEED TO APPLY for Life Line

    On the USAC.org Benefit Transfer page it CLEARLY states it take a minute ONLY to check, AND worse Assurance “application” can be denied HOW IS THIS EVEN POSSIBLE?? I have Food Stamps, Medicaid and Medicare ALL of my information regarding MY benefits have already been approved OR I WOULDN’T”T HAVE LIFE LINE….They can NOT deny me service I’m eligible I have life line WHAT IS GOING ON??

    I’m sorry but i’m so frustrated and extremely ANGRY I just got off call 12 another supervisor I do NOT know why Assurance is requiring so much information and signing MULTIPLE pages of documents that VIOLATE THE PROVIDER SERVICE Laws or the rules and regulations outlined on USAC and NLAD…I followed every step BUT assurance wireless is NOT

    Reply

    • It’s clear that you’re upset and frustrated, Kelly. If you cannot get an application from Assurance, we assume that means you have not yet applied. So why not apply with a different company? Are we missing something here?

      Reply

  155. I live in PA. I use to have Safelink and didn’t care for the service I switched to Budget Mobile had them for over seven months and loved them. However someone at Safelink used my previous account info without my consent to reregister me with Safelink causing me to lose Budget Mobile. I have fought with both companies endlessly and can’t get this resolved. I know if I wait I can try again for Budget Mobile, but how do I get my information removed from Safelink so they can’t do this to me again.

    Reply

    • This shouldn’t be so complex, Tiffany, and we’re sorry you’re running into this roadblock.

      The Federal Communications Commission has set up an organization called NLAD (the National Lifeline Assistance Database) that is designed to stop fraud by keeping track of each free government cell phone user to make sure they only have one account.

      You should call Budget’s customer service team. Ask to speak to a supervisor. Be polite, but firm, explain your odd situation again, and insist that they check your name on the NLAD to find out what it says about you. These check are performed instantaneously and should be able to solve your problem.

      If you do not get satisfaction from this approach, contact Safelink, ask for another supervisor, and demand that your service be cancelled immediately. Tell them that if it isn’t, you will file a complaint with the FCC and your state public utilities commission. Here’s an article that tells you how to file a complaint. Make sure you read it before you speak to Safelink so that you sound knowledgable.

      https://www.freegovernmentcellphones.net/faq/file-lifeline-service-complaint

      Good luck. Please let us know what happens. Our readers will appreciate hearing the details.

      Reply

  156. I live in va I have safe link I want one I can get unlimited for about. 30-40 bucks a month which services is in the Bristol va area

    Reply

  157. I need to cancel my account. I requested that my services be disconnected but they never did it and allowed a thief to use the phone even though it was supposed to be cut off when I reported the theft. Why cant I get a live rep on the phone?

    Reply

  158. I have Qlink for about 30> days. They sent me a phone that has no bars and when I finally got through to a human and confirmed that the phone did not work and my house or anywhere else in San Antonio, he responded that “yes many people are having that same problem with that model. The issue should be resolved in 72 hours,”

    That was six days ago. And if they knew there was a problem with the phone why were they still sending out to people? Why not send out a replacement to those who had the phone, fix the phone, then send them out. I want to transfer to SafeLink.

    Is there anyway to do that before 60 days because I know that Qlink is going to drag their heels and stretch this out as long as they can. I’m disabled, that’s why I need the phone for an emergency if something happens to me on the road I can call a relative or 911.

    Reply

    • We are unaware of any way to cancel your account before the 60 days is up. Sorry, Denise.

      Reply

  159. My service on my current phone quit loading my minutes when I asked them why they told me that I was enrolled with a different provider which I’m not I have only applied with them. I asked if they come give me anything info on who the other provider is or how to find out. They would not help me. So I do u know how to find out if ur subscribed to a life line account.

    Reply

    • This is a common complaint, April, and there’s really no excuse for it. Call again and tell them to check the National Lifeline Accountability Database. This is something all service providers can and should do in cases such as yours. Here’s what the USAC says about the NLAD:

      “The National Lifeline Accountability Database (NLAD) is designed to help carriers identify and resolve duplicate claims for Lifeline Program-supported service and prevent future duplicates. This is done by providing a means for carriers to check on a real-time and nationwide basis if the consumer is already receiving a Lifeline Program-supported service.”

      Good luck. Let us know what they say.

      Reply

  160. Just went through pure hell for 5 months trying to transfer my account from Assurance Arkansas to Assurance Florida. Was told I was approved and never recieved a phone so kept checking until today and am now told I had to cancel the Arkansas account first. I’m elderly and in poor health and this is literally my lifeline!

    Reply

    • Sorry to hear about your problems, Carolyn. It should be a much simpler process.

      Reply

  161. I have Qlinkwiress I would like to go back to safelink because. Qlink is not a very good company. THEY NEVER RETURN MY CALLS IT BEEN ALMOST TWO WEEK AND THEY STILL HAVE NOT CALL

    Reply

  162. I switched from Reachout to Budget Mobile on April 18, 2016 by filling out an online application. I can sign into my Budget Mobile account and see my new phone number and check my account balance, but I have not received a phone from them yet. I contacted their support team and they tell me the phone was mailed out and instructed me to wait. How long should I wait? What if they never send me a phone?

    Reply

    • You should have received your phone by now. You should call customer service or contact them by email to check your status immediately.

      Reply

    • We think you have been misinformed, Jin. Porting your phone number should be a free process.

      Reply

  164. I received a phone from safelink already activated that was equipped with a person’s name (unkown and unheard of to me) and presumably their number. I request for the phone to be changed to my name with a different number.

    Reply

  165. I have assurance wireless but i cannot get the phone activated due to service. Ive talked to customer service but they cant get it working. Would i be able to transfer to another company and how much trouble will this be being the phone was never activated and this is my only account

    Reply

  166. I have Frontier for my landline and I get a lifeline discount. Can I still get a free cell phone?

    Reply

    • Unfortunately, no. Only one Lifeline discount — landline or cell phone — per household.

      Reply

      • You must follow the directions described in this article. Contact customer service at company you want to switch to and ask for its help.

        Reply

  167. thank you for this info on how long I have to wait to change plans as I live in RI as I gave up a good plan and was scammed by True wireless saying we will give you 1000 mins. instead of the 500 you get now and unl texting like I was already getting. They offered me a “SORRY” plan but now I do not trust them.I wound up receiving 250 talk mins. and 250 text a sorry excuse for lying to get business from other companies

    Reply

    • Let’s make sure you’re calling the right number. Budget’s customer service line is 888.777.4007.

      Reply

    • Yes, you can switch. Read this FreeGovernentCellPhones.net article. It will tell you everything you need to know about switching.
      https://www.freegovernmentcellphones.net/how-to-i-switch-lifeline-phone-companies

      We would also suggest that you go to our “States” page (you’ll find a link in the navigation bar at the top of this page) to find a list of all the Lifeline Assistance companies in your state. Before you switch, I t would be a good idea to click through them all to see what each company has to offer before making a decision. It will make you an informed consumer.

      Reply

  170. Can I Switch to another provider even though I’ve just received a replacement phone. I have been with the company over two years.

    Reply

  173. I have a safelink phone and I just got a assurance wireless I want to transfer the phone number from safelink to my assurance phone what do I need to do?

    Reply

  177. I work in-home for a disabled senior. Her caseworker advised her to apply for a safelink free phone, even though she has had a landline phone discounted through the lifeline program for a decade. The social worker advised her that she could have both, as she knew “a lot of people with both a cell and a landline through lifeline.” My client of course stopped receiving her discounted lifeline rate through Cox as soon as she activated her new cell, costing her $20 more a month on her phone bill. After more than two months she was still having problems with transferring her lifeline discount back to Cox (which she also uses for her lifeline button, the kind that calls ems). I finally called safelink for her, cancelled that manually and redid her Cox lifeline application. She received a letter from Cox stating that she is pre-approved pending nlad verification last month. Now she is wanting to know if there is any way to check the status of her nlad verification, and possibly expidite the process. Cox is telling her that she needs to wait, and that her discount will come back into effect within the next two months, pending approval. Does anyone have any advice on getting my client back to her previous lifeline setup sooner rather than later?

    Reply

  178. I need a assurance phone were I moved to my safelink doesn’t work so I would like to keep my number was talking to a lady at assurance and got disconnected from her do I need to see about applying for a assurance phone thanks.

    Reply

  179. I am currently with safe link and they cannot help me use my gifted iPhone. I don’t need web just talk and text. Is there any way you can help me to use my own phone? Thank you for your time. -Tyler Peckinpaugh

    Reply

  180. I have had two different phones sent to me from this provider and I’m still having problems with myphone poor signal and phone freezes up with the screen flashes in and out allso phone battery will run down in about45 minutes

    Reply

  181. just tried to transfer lifeline service from terracom to assist wireless. Was told I had to cancel w/ terracom and then get back to assist. Also just found the info on USAC which states that this is not true! How can I get assist to follow the rules? I have been w/ terracom for about 4 years and customer service is a nightmare.

    Reply

  182. I have 2 government phones. I wanted to cancel the service with one but I cannot remember the carrier. Is therea way that can be looked up by the phone number?

    Reply

  184. I tried to transfer my phone service from assurance wireless too safelink and they told me I cannot switch but I knew I could I been with my current carrier for years and I knew the representive war lieing. So how can I switch to safelink from assurance wireless?

    Reply

  185. I have a nephew that is mentally challenged. He is in his 50’s. he has always lived with my sister who died. he now lives alone and had general relief but Now they are only giving him 200.00 in food stamps. he still lives in my sisters home that was left to him. he lives about 50 miles from me and I am 81 and do not drive. I worry about him all of the time but cannot talk to him because he has no phone. I was paying his utilities but ran out of money and they turned his utilities off. he goes to the church twice a week because they serve dinner. he has no phone to apply for a Free phone so how can I do it for him or is there any place in Lancaster, California 93535 where he could go to get it himself. please Answer as it means the world to me to be able to see if he o.k.. Thank you, Jan March

    Reply

    • Does he receive In Home Supportive Services (Ihhs)? He should qualify if he receives MediCal. You could also look for a Service Center For Independent Life in his area, they or other organizations like them would help him get any help he might need. I hope things have improved, I know how difficult situations such as those can be. I wish you both all the best.

      Reply

  186. I am in Best Buy store 187 on Harrison St. and they claim to not have any phones available for me to choose from nor do they have any inclination as to how to best service a member of Lifeline. Can you assist me with the protocol required so I may show this information to a Best Buy employee or any other store such as Target to select my new phone. Please provide for me a list of locations to actually get a new phone.

    Much appreciated.

    Reply

  187. I recently switched lifeline service from Assurance Wireless to budget mobile. I am not happy with the phone budget mobile sent me. The buttons don’t work correctly and the charger they sent me does not work. Do I have to wait another 60 days to switch providers again? Thanks

    Reply

  188. Hello. I have a free cell phone service through lifeline, however I am unsatisfied w/ my phone’s performance. My question is, how do I find out who my current provider is so that I may contact them.

    Reply

  189. I went to the Safe-Link Website and did a Chat with someone there. I asked and they said no.
    I wonder if I should copy some of what is written here and the link that you provided, so that I
    can show them, that I can switch from the Provider that I have, to them?

    Maria Hart

    Reply

  190. How do i change my wireless number?it is now 484 714 **** and i was wondering how i can get that changed due to someone harrassing me via telephone……

    Reply

    • If you want to change your number, you have to go to your Providers Web Site. If you call them on the phone, they will charge you to do it.

      Reply

      • I am Safelink Wireless enrollment specialist. If you want to sign up with Safelink Wireless I can sign you up instantly and answer all your questions. Give me a call 219-805-****. My name is Brandon. Safelink Wireless does not charge to change your number it is free if you call over the phone, they will not charge you. It is free to change your number with Safe link Wireless and to order a replacement phone (Safelink will provide one free replacement phone if the original phone was lost or stolen. After that you would have to by tracfone from Kmart, Walgreens, walmart, family dollar etc. and call safelink to send you out a Sim card for the purchasedelay replacement.) More importantly, it is free to change your number call 1800-378-1684.

        Reply

  191. I have Access Wireless, and it is the worst lifeline benefit provider ever! Their plan is 250 talk and text combined, and I can never get data in emergency situations away from my home. I want to switch to Assurance Wireless ASAP. How do I do this?

    Reply

      • NO they will NOT they require some application process which is NOT what all the information including USAC and NLAD web site tells you, AND they can DENY your application?? Even though you HAVE lifeline??? The application is NOT the LifeLine eligibility its something Assurance is doing and its NOT what is suppose to happen takes then literally 1 minute to see that you have lifeline, and to switch you to them!!

        Everything I have written is 100%

        Reply

    • Don’t get Assurance, because Their Customer Service, when you
      ask a question, act as if they don’t understand you. Then when you
      ask for a Supervisor, they say there isn’t one.

      Reply

      • Assurance Wireless phone is a really cheap standard one that will break in about 5 minutes.. if you want buy a new one you can only get Virgin Mobile’s “paylo” version. The problems it VM doesn’t make Paylo phones any more and so their website only has one phone. They provide a list of retailers, but they either have not phones or just on model of flip phone. They give you the runaround if you ask about other versions. No smart phones, which is bizarre when they offer low cost data plans. Makes no sense.

        Reply

  192. I wanted data & since safelink doesn’t provide data I shopped for someone in tx who did, coming up with true wireless. I asked what I needed to do and in an email was told to de enroll with safelink & then enroll with them. so, I cancelled with safelink and when I tried to enroll with them they told me in a chat after almost an hour that my zip code wasn’t in there area. before I got on chat I put in my zip & they sent me to application page but not lifeline, paid services. now I have no service at all cause of them and I need a phone, I have a brain tumor and live alone. can anything be done about this?

    Reply

    • Sorry its my 14th call 8th supervisor…My bad I had reachout and I never NEVER EVER had to fill out a form or have to be fill out a application AND be approved BY the provider??.. I called reachout them gave them 3 bits of information (Name, address, last 4 SS#) the phone arrived in 2-3 day THAT WAS IT I have been on the service from its inception in California

      To date I have received NOTHING from them AND WTF can’t they have you do it online?

      Reply

  193. I just recieved my phone thru assurance. IT SUCKS! When i signed up the person i talked to said it would be a smart phone,its not. I specifically got it for emergencies and so i could piggy back my tablet. I cant. Its offering data plans for extra $.when i asked why should i get one when the phone cant use it the response was silence. I am partially deaf so to talk on the phone i have a blue tooth headset. I asked if it has blue tooth i got a disgruntled sigh and
    3min of silence be for getting a yes. I still cant find it on this phone,bah! Anyway,sorry for the bitching,i do have a questio . Can i purchace out of my one $,a smartphone and simply sign up for the actual phone plan? Thank you

    Reply

    • You can purchase a new phone. But most companies DO NOT provide service for smartphones. You must check the company’s website. Or you mudt call their Customer Service department. I warn you… Most do not support smartphones because the phones operate on 2G service.
      It’s best to ask first.

      Reply

    • Don’t tell me Assurance Wireless?? I wanted a smartphone and data service so I chose to switch to them on April 16th….its June 4th NOTHING I had to go out and purchase a tracfone for emergencies ITS WRONG!!

      Reply

  194. I was very unhappy with the phone that was provided to me through your company blue Jay wireless, and to have the phone exchanged or replaced, the nearest location to do so was in Pueblo, and I’m a Denver resident. I will be switching back to budget mobile where there is convenient locations and friendly customer service.

    Reply