COVID-19 Update: USAC remains open for business—Washington, DC office closed. Learn more about USF program responses.

De-Enroll Ineligible Subscribers

If a subscriber becomes ineligible for the Lifeline program, they have an obligation to contact their service provider directly and de-enroll from the Lifeline-supported service.

There are several other situations that might result in a subscriber being de-enrolled from discounts:

  1. If a telecommunications carrier has a reasonable basis to believe a subscriber is no longer eligible, the carrier will send the subscriber a notice of impending termination. The subscriber has 30 days from the date of the impending termination letter to demonstrate continued eligibility by re-certifying his or her continued eligibility (47 C.F.R. Section 54.405(e)(1), 54.410(f)(2)(iii), 54.410(d)(3)). A carrier that provides Lifeline program-supported service must terminate service for any subscriber who fails to demonstrate continued eligibility within the 30-day time period (47 C.F.R. Section 54.405(e)(1)).
  2. If USAC, the administrator of universal service, provides notification to a telecommunications carrier that a subscriber has more than one discounted account, or that more than one member of a subscriber’s household is receiving service, the telecommunications carrier must de-enroll the subscriber within five business days (47 C.F.R. Section 54.405(e)(2)).
  3. Subscribers receiving a free Lifeline-supported service must use their service at least every 30 days. Service providers must notify subscribers who do not use their service at least every 30 days that they will be de-enrolled if they do not use their service during the 15-day notice period (the “cure period”). Service providers must provide eligible subscribers with service during the cure period. Service providers may not request reimbursement for customers who are in the cure period. If a customer uses their Lifeline-supported service during the cure period and remains enrolled in the program, service providers can adjust the previous month’s claims to include those subscribers.
  4. Subscribers have an obligation to re-certify annually that only one member of their household receives program-supported service and they continue to be eligible. If a subscriber fails to respond to a telecommunications carrier’s request for certification, the telecommunications carrier must provide the subscriber with notification that the subscriber has 30 days from the date of the notification to provide the requested certification.

If the subscriber fails to provide the requested certification within the 30-day notification period, the telecommunications carrier must de-enroll the subscriber from program-supported service within five business days from the end of the 30-day notification period (47 C.F.R. Section 54.405(e)(4)).

*Beginning with rolling recertification in 2017, subscribers will have 60 days to respond to the carriers’ recertification request/termination notice.