Lifeline

National Lifeline Accountability Database (NLAD)

Port Freeze Exception Codes in NLAD

Port Freeze Exception Overview

The 2016 Lifeline Order established a twelve-month benefit port freeze for Lifeline broadband subscribers and retained a sixty-day benefit port freeze for Lifeline voice subscribers. An eligible subscriber may transfer their Lifeline benefit to another provider prior to the completion of the port freeze if one of the following circumstances applies:

An exception in NLAD is also required if the customer switches services with the same provider, which requires a different SAC assignment on their account.

Port Freeze Exception Process

If one of the port freeze exception scenarios is applicable to the subscriber, the Lifeline provider may submit a port freeze exception request to USAC for review.

How to Submit a Benefit Port Freeze Exception Request in NLAD
  • Log into NLAD.
  • Click on the "Submit Resolution Request" page.
  • Type your Resolution ID into the search box. The failed transaction will appear, along with the reason for the rejection and the transaction details.
  • Review the transaction information.
  • Enter the following required information when submitting the resolution request:
    • The name and/or ID of the agent who reviewed the subscriber's information.
    • Select the corresponding code – R, S, L, V, or P – that corresponds to the documentation used to confirm the exception.
    • Check the certification box.
  • Click "Submit Resolution Request to NLAD Customer Service."

Carriers will not be able to submit a resolution request if they do not provide all of the required information (e.g., agent name and/or ID, documentation reviewed, and the certification statement).

Port Freeze Exception Codes

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R-code – Subscriber Moves Residential Address

If the subscriber moves their residential address within the port freeze period, the new Lifeline provider may submit a port freeze exception request to USAC. While entering the subscriber's information for the transaction, the Lifeline provider will be required to review documentation confirming the subscriber's new address. If NLAD determines that the address entered by the Lifeline provider is a new address for that subscriber, the provider will be able to submit a port freeze exception request using an "R-code" to confirm that the subscriber resides at the address.

R-codes - Residential Address Exception Error Codes

These codes are used to confirm that the subscriber resides at an address. When using these codes, the subscriber's first and last name must be present on the verification documentation.

Code

Verification

Restriction

R1

Reviewed unexpired driver's license

Must be unexpired and display current address

R2

Reviewed utility bill

Must be issued within the last 60 days and display current address

R3

Reviewed current income statement from an employer, paycheck stub, or W-2

Must be issued within the last 60 days or within 2 years for an annual form (W-2) and must display current address

R4

Reviewed prior year's state, federal or Tribal tax return

Must be from the current or prior year and display current address

R5

Reviewed current mortgage or lease statement

Must be issued within the last 60 days and display current address

R6

Reviewed unexpired government, state, or Tribal issued ID

Must be unexpired and display current address

R7

Reviewed government assistance program documents

Must be issued within the last 60 days and display current address

R8

Reviewed statement of benefits from a qualifying program which contains subscriber's name

Must be issued within the last 60 days and display current address

R9

Reviewed retirement/pension statement of benefits

Must be issued within the last 60 days and display current address

R10

Reviewed an unemployment/workers' compensation statement of benefits

Must be issued within the last 60 days and display current address

S-code – Provider Ceases Operations or Otherwise Fails to Provide Service

If a subscriber's provider has ceased operations or otherwise failed to provide service, the new Lifeline provider may submit a port freeze exception request using an "S-code." The new Lifeline provider must review a letter from the subscriber's original provider in which the original provider affirms that they are unable to provide service to the subscriber. The letter must be retained by the new provider submitting the exception per the document retention rules from the 2015 Lifeline Order.

S-code - Provider Ceased Operations or Otherwise Failed to Provide Service Error Code
There is only one code a provider needs to submit for this scenario.

Code

Verification

S1

Reviewed letter from subscriber's previous provider that confirms the provider ceased operations or otherwise failed to provide service to the subscriber

L-code – Provider Imposed Late Fees for Non-Payment greater than or equal to Charge for Service

If a subscriber's provider has imposed late fees for non-payment that are greater than or equal to the monthly end-user charge for service, the new Lifeline provider may submit a port freeze exception request using an "L-code." The new Lifeline provider must review the subscriber's bill from their original provider and confirm that the subscriber has been charged late fees for non-payment that are greater than or equal to the monthly charge for service. The bill must be retained by the new provider submitting the exception per the document retention rules from the 2015 Lifeline Order.

L-code - Provider Imposed Late Fees for Non-Payment Error Code

There is only one code a provider needs to submit for this scenario.

Code

Verification

L1

Reviewed subscriber's bill from their previous provider that confirms the provider imposed late fees for non-payment > or = to their monthly charge for service

V-code – Provider is Found to be in Violation of FCC Rules Which Have Impacted Subscriber

If a subscriber's provider has been found to be in violation of FCC rules, and these violations have impacted the subscriber, the new Lifeline provider may submit a port freeze exception request using a "V-code." To meet the V1 port freeze exception criteria, subscribers must appear on an FCC-approved list of subscribers that were specifically impacted by a rule violation. Subscribers not on that list do not have this exception available to them.

V-code - Rule Violation Error Code

There is only one code a provider needs to submit for this scenario.

Code

Verification

V1

Provider has violated Lifeline program rules and that they have been impacted by such violations

P-code – Same Service Provider, Different SAC

If the subscriber is maintaining service with their same service provider, but switching SACs (for example the subscriber is moving from wireline to wireless), the provider can submit a P-code exception in order to complete their transaction. USAC will confirm that the provider is the same and process the exception request.

P-code - Same Provider Error Code

There is only one code a provider needs to submit for this scenario.

Code

Verification

P1

The subscriber is changing SACs within the same service provider