Affordable Connectivity Program FAQs

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What is the Affordable Connectivity Program?
Suddenlink is proudly participating in the U.S. Government’s Affordable Connectivity Program (ACP), a new, longer-term $14 billion program that is replacing 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 will 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 is eligible for the Affordable Connectivity Program?
New and existing Suddenlink Internet service customers can participate! To qualify, you or a member of your household must meet one of the following criteria, which are based on U.S. Government rules:

  • Receives SNAP/food stamps, Medicaid or is eligible to participate in another one of the FCC’s Lifeline qualifying programs
  • Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) recipient
  • Gross annual household income is at or below 200% of the Federal Poverty Guidelines
  • Receives free or reduced school lunch or breakfast program
  • Federal Pell Grant recipient in the current award year
 

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 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 need to apply using the Suddenlink application process at Suddenlink.com/acp
    • You will 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! Once you’ve received your Suddenlink account number in your order confirmation email, then you can apply at Suddenlink.com/acp. Click here to find the right Internet speed for you.
    • 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 will 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 have not received an enrollment status email, please check your junk or spam folders for our message. If you have not received an eligibility email, call us at 866.670.0855.

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

Can I transfer my Affordable Connectivity Program credit from another service provider to Suddenlink?
Yes! If you are receiving an Affordable Connectivity Program credit with another service provider, you may ask us to transfer your benefit to Suddenlink, which will mean you will 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.

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 temporary and 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 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 have not 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 reapply 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 did not enter your information on your application with Suddenlink exactly as it appears on your National Verifier approval letter, don’t worry - you can reapply! 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 https://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 letter (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 are not 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, at the present time, 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 reapply with the exact same information.

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

I have a National Verifier approval, but I was denied 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 are 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 is already on record as participating in the Affordable Connectivity Program to determine if they are 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 do not 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 was instrumental in creating and determining the eligibility criteria for the Affordable Connectivity Program, and the Federal Communications Commission (FCC) adopted the rules and polices governing the Affordable Connectivity Program. The Commission’s Wireline Competition Bureau, other Commission staff and the Universal Service Administrative Company (USAC) are overseeing and administering the processes and systems needed to operate 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 not transferable to another household and is limited to one per household.

What should I do if I move?
If you move, update your address information at the National Verifier at ACPBenefit.org. Then reapply 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, and check if they are participating in the Affordable Connectivity Program. You will 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 U.S. 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 will be charged the regular, undiscounted, rate for the services you selected until cancelled, and you will be subject to our regular terms and conditions. If you are having trouble paying your bill, please call us at any time to review available options to lower your bill.

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