Affordable Connectivity Program FAQs

Looking for Emergency Broadband Benefit Program FAQs?

 

What's the Affordable Connectivity Program?
Suddenlink is proudly participating in the Federal Government’s Affordable Connectivity Program (ACP), a new, longer-term $14 billion program that replaced the Emergency Broadband Benefit (EBB) Program. This program helps eligible low-income households that qualify based on Federal Government rules pay for Internet service. It'll help ensure Americans can afford the connections they need for work, school, health care and more.

How much is the monthly credit?
Qualifying households can receive a monthly credit of up to $30 per month (or up to $75 per month for residents on Tribal Lands) towards their Internet service and equipment.

Who's eligible for the Affordable Connectivity Program?
New and existing Suddenlink Internet service customers can participate! You qualify if a member of your household:

  • Receives SNAP/food stamps, Medicaid or is eligible to participate in another one of the FCC’s Lifeline qualifying programs;
  • Receives Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) benefit;
  • Receives free or reduced-price school lunch or breakfast through the National School Lunch Program (NSLP);
  • Enrolled in a school that offers free school breakfast and lunch to all students through its participation in the Community Eligibility Provision (CEP)
  • Received a Federal Pell Grant in the current award year; or,
  • If your gross annual household income is at or below 200% of the Federal Poverty Guidelines (see the 2022 income ceilings per household size for the 48 contiguous states):
    Household Size Gross Annual Household Income
    1 $27,180
    2 $36,620
    3 $46,060
    4 $55,500
    5 $64,940
    6 $74,380
    7 $83,820
    8 $93,260
    Each Addt'l $9,440

And, each eligible household can only receive one Affordable Connectivity Program benefit.

To receive your Affordable Connectivity Program benefit through Suddenlink, you’ll need to first confirm your eligibility through the National Verifier at ACPBenefit.org and then submit your information (including your Affordable Connectivity Program National Verifier application ID) to us at Suddenlink.com/acp.

How do I apply for the Affordable Connectivity Program with Suddenlink if I have Suddenlink Internet service?

  • You, or the Suddenlink account owner if that’s not you, will first need to get an Affordable Connectivity Program approval from the National Verifier at ACPBenefit.org. The approval can be received in the form of an online approval notice (take a screenshot), an email, or a letter.
    • TIP! Make sure the person eligible for the Affordable Connectivity Program benefit is the Suddenlink account owner. If you can’t use the account owner with the National Verifier, transfer account ownership to the approved person. Transfer my Suddenlink account.
  • You, or the Suddenlink account owner if that’s not you, will then need to apply using the Suddenlink application process at Suddenlink.com/acp.
    • You'll be asked to provide your Suddenlink account number and the National Verifier application ID, your name, and your address (among other things) as they appear on the National Verifier approval.
 

How do I apply for the Affordable Connectivity Program with Suddenlink if I want Suddenlink Internet service?

  • If you’re not currently an Suddenlink customer and meet at least one of the eligibility criteria listed, simply sign up for Internet service! Click here to find the right Internet speed for you.
  • Once you’ve received your Suddenlink account number in your order confirmation email, then visit us at Suddenlink.com/acp.
    • TIP! Make sure the person eligible for the Affordable Connectivity Program benefit is the Suddenlink account owner.
  • The Suddenlink account owner will need to get an Affordable Connectivity Program approval from the National Verifier at ACPBenefit.org. The approval can be received in the form of an online approval notice (take a screenshot), an email, or a letter.
    • TIP! If you can’t use the account owner with the National Verifier, transfer account ownership to the approved person. Transfer my Suddenlink account.
  • The Suddenlink account owner will need to apply using the Suddenlink application process at Suddenlink.com/acp.
    • You'll be asked to provide your Suddenlink account number and the National Verifier application ID, your name, and your address (among other things) as they appear on the National Verifier approval.
 

When will I see the Affordable Connectivity Program credit applied to my account if I was approved?
If you have received an email from us approving you to participate in the Affordable Connectivity Program with Suddenlink, you can expect to see the monthly credit within the next two bills.

How long will it take to find out if my Suddenlink Affordable Connectivity Program application has been approved?
It may take us up to 5 business days to review and process your application. We’ll notify you of our decision at the email address you provided within 5 business days.

What should I do if I haven’t received an email from Suddenlink about my eligibility to participate in the Affordable Connectivity Program?
It may take us up to 5 business days after we receive your application to process it and notify you. If it has been more than 6 business days since you applied, but you haven't received an enrollment status email, please check your junk or spam folders for our message. If you haven't received an eligibility email, call us at 866.670.0855.

Can I re-apply for the Affordable Connectivity Program with Suddenlink if my application was not approved?
Yes, if you believe you're eligible to participate in the Affordable Connectivity Program with Suddenlink, please re-apply.

When you fill out your enrollment application with us, please be sure you answer “Yes” when you are asked “Are you currently receiving an Affordable Connectivity Program or Emergency Broadband Benefit Program credit from another service provider for this address?”

I received an email saying my household information is already tied to another participant in the program. What do I do?
If you or someone in your household are receiving an Affordable Connectivity Program credit with another service provider, you may ask us to transfer your benefit to Suddenlink, which means you'll lose the benefit with your current provider once you are enrolled with Suddenlink. A household can only receive one Affordable Connectivity Program credit at a time.

To transfer your benefit to us, please re-apply at Suddenlink.com/ACP. When you fill out your enrollment application with us, please be sure you answer “Yes” when you are asked “Are you currently receiving an Affordable Connectivity Program or Emergency Broadband Benefit Program credit from another service provider for this address?”

I want to change my Internet service tier. Will I still get the Affordable Connectivity Program credit?
You can change your Internet service to any tier and retain the credit up to $30/month (up to $75/month for households on Tribal Lands).

How long will the monthly Affordable Connectivity Program credit last?
The Affordable Connectivity Program is a longer-term program that is anticipated to last until the federal government funds are depleted.

What are the FCC’s qualifying programs for Lifeline that could qualify my household for the Affordable Connectivity Program?
If you or a member of your household participates in any one of the FCC’s Lifeline qualifying programs, your household may qualify for the Affordable Connectivity Program benefit.

Does the Suddenlink account owner need to apply for the Affordable Connectivity Program?
Yes, the Suddenlink account owner should apply for the Affordable Connectivity Program benefit. The Suddenlink account owner should first obtain a National Verifier approval at ACPBenefit.org and then the Suddenlink account owner should apply at Suddenlink.com/acp.

What if the Suddenlink account owner doesn’t qualify for Affordable Connectivity Program?
If the Suddenlink account owner does not qualify for the program, the Suddenlink account owner may transfer account ownership to the qualified household member here.

I received a message stating my account number is incorrect. What should I do?
When entering your account number on your Suddenlink application, you’ll need to type the first 13 digits (without dashes) that appear on your bill or order confirmation email.

NOTE: Be sure to enter ONLY the first 13 digits without dashes and ignore any extra digits.

I forgot my Suddenlink ID username and password. Can I still fill out the Suddenlink application to receive ACP?
If you forget your Suddenlink ID username and password you may skip that portion in the application and continue without singing in.

I received a message stating that I am not eligible for the Affordable Connectivity Program with Suddenlink because of one of the following reasons:

  1. I haven’t qualified through the National Verifier yet
  2. My National Verifier approval has expired or
  3. I didn’t enter my information on my application with Suddenlink exactly as it appears on my National Verifier approval letter.
 

What should I do?

  1. If you haven't yet qualified through the National Verifier, you’ll need to first visit ACPBenefit.org to obtain a National Verifier approval and then apply with us at Suddenlink.com/acp to receive your Affordable Connectivity Program credit with Suddenlink.
  2. If your National Verifier approval has expired, you’ll need to first re-apply at ACPBenefit.org to obtain a new National Verifier approval and then apply with us at Suddenlink.com/acp, to receive your Affordable Connectivity Program credit with Suddenlink.
  3. If you didn't enter your information on your application with Suddenlink exactly as it appears on your National Verifier approval letter, don’t worry - you can re-apply! To receive your Affordable Connectivity Program credit with Suddenlink, you must enter your legal name and other information on your application with Suddenlink exactly as it appears on your National Verifier approval.

    To check the legal name and other information you provided to qualify for the Affordable Connectivity Program, please review your National Verifier approval. You can do this by checking the approval you may have received by email or mail, or you can log in to your account at the National Verifier. To log into your National Verifier account, visit ACPBenefit.org and follow the steps below:
    1. In the top right corner, click Consumer Sign In
    2. Enter your Username and Password
    3. On your homepage, you’ll see your application and its status in the dashboard


    You may also visit ACPBenefit.org/help/ for more information or you can contact the administrator of the National Verifier by email at [email protected]. Once you have a new National Verifier approval (if needed) and are ready to re-apply, please visit Suddenlink.com/acp and re-apply with the exact same information.
 

I received a message stating that my address is tied to another participant in the Affordable Connectivity Program. What should I do?
Only one Affordable Connectivity Program credit is available per household. If you live at the same address with other people but do not share income and expenses, you may be considered a separate household. Visit the National Verifier at ACPBenefit.org to complete an ACP Program Household Worksheet.

My Internet is fully or partially paid by my landlord or homeowner’s association. Am I eligible?
At the present time, if your landlord, management company or homeowner’s association is paying for all or part of your Internet bill with Suddenlink, you aren't eligible to participate in the Affordable Connectivity Program with Suddenlink.

My television bill is fully or partially paid by my landlord or homeowner’s association, but I pay Suddenlink for my Internet bill in full. Am I eligible?
Yes, you may be eligible to participate in the Affordable Connectivity Program with Suddenlink. To receive your Affordable Connectivity Program credit with Suddenlink, you’ll need to first visit ACPBenefit.org and obtain a National Verifier approval. Once you have a National Verifier approval, please visit Suddenlink.com/acp and re-apply with the exact same information.

Are commercial and small business accounts eligible?
Suddenlink commercial and business accounts, including small business accounts, aren't eligible to participate in the Affordable Connectivity Program at the present time.

I have a National Verifier approval, but I was denied to participate in the Affordable Connectivity Program by Suddenlink. What should I do?
The email Suddenlink sent in response to your application included a reason you were not qualified to participate in the Affordable Connectivity Program with Suddenlink and, in some cases, instructions on how to fix any issues preventing you from qualifying. If you have additional questions, please call 888.891.2189. If you believe you're eligible, please re-apply.

Is a household allowed more than one Affordable Connectivity Program credit? What if two people in the house have separate finances?
Only one Affordable Connectivity Program credit is available per household as defined by the FCC. If you live at the same address with other people but do not share income and expenses, you may be considered a separate household. Visit the National Verifier at ACPBenefit.org to complete an Affordable Connectivity Program Household Worksheet.

What’s an Affordable Connectivity Program Household Worksheet?
The Affordable Connectivity Program Household Worksheet is used for consumers reporting an address that's already on record as participating in the Affordable Connectivity Program to determine if they're considered the same or separate households based on the FCC’s definition. For example, two people living at the same residence who share money and bills are considered one household under the FCC’s definition. In that case, only one Affordable Connectivity Program benefit is available to serve that address. Conversely, two people living at the same residence who don't share any income or expenses may be considered two separate households. In that case, both individuals may qualify to receive an Affordable Connectivity Program benefit.

Who developed the eligibility criteria for the Affordable Connectivity Program?
Congress created the Affordable Connectivity Program, and the Federal Communications Commission (FCC) adopted the rules and polices governing how the program operates. The Commission’s Wireline Competition Bureau, other Commission staff and the Universal Service Administrative Company (USAC) oversee and administer the Affordable Connectivity Program.

Who can I contact with help on my National Verifier approval?
For help with your National Verifier approval, contact the Affordable Connectivity Program Support Center for assistance by calling 877.384.2575 or by email at [email protected].

After being approved, can I choose to no longer receive the Affordable Connectivity Program credit?
We’ll be sorry to hear it, but if you no longer want to participate in the Affordable Connectivity Program with Suddenlink, or if you need to tell us that you no longer qualify, we’ll make it easy. Just send an email to [email protected] letting us know why you are leaving the program and include the following information as it appears on your bill:

  • Account Number
  • First and Last Name
  • Service Address
 

Can I transfer my Affordable Connectivity Program credit to another person or household?
The Affordable Connectivity Program is limited to one per household and isn't transferable to another household or another individual even if they may qualify.

What should I do if I move?
If you move, update your address information at the National Verifier at ACPBenefit.org. Then re-apply with us using your updated address at Suddenlink.com/acp.

What should I do if I move out of the Suddenlink service area?
Please go to smartmove.us to find a service provider in your area. You can use the Companies Near Me Tool available at ACPBenefit.org to check if they're participating in the Affordable Connectivity Program. You'll need to re-apply to participate in the Affordable Connectivity Program with your new service provider.

What happens after the Affordable Connectivity Program ends?
Based on Federal Government rules, the monthly credit will continue for qualified households until the federal funding for the Affordable Connectivity Program is depleted. When the Affordable Connectivity Program ends, your bill will continue to reflect the services and pricing as of that date without the Affordable Connectivity Program credit. This means that you'll be charged the regular, undiscounted, rate for the services you selected until cancelled, and you'll be subject to our regular terms and conditions. If you're having trouble paying your bill, please call us at any time to review available options to lower your bill.

What if I was enrolled in the Emergency Broadband Benefit Program?
The Affordable Connectivity Program (ACP) has replaced the Emergency Broadband Benefit (EBB) Program. Households enrolled in the EBB Program that qualified have transitioned to ACP. Visit our EBB FAQs for more information.

What if I'm having problems getting my affordable connectivity benefit?
If you have any questions or concerns about your affordable connectivity benefit, please call us immediately at 877.838.2403 so we can resolve your concern. If you have an unresolved complaint about ACP, you have the right to submit a complaint to the FCC Consumer Complaint Center online at consumercomplaints.fcc.gov or by calling 888-CALL-FCC (888-225-5322).

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