Eligibility
What is Tx Lifeline?
We are Texas lifeline a low-income telephone / broadband discount program we determine your eligibility to receive the lifeline discounts.
These are the individuals that are sent over on the monthly file from HHSC.
Directly Enrolled
What is our last resort when all our search methods don't show a record?
Ask probing question, Ask for SSN.
I'm calling from outside of TX....
I apologize we can only assist residents of Texas, but I can give you the number to the Universal Service Administrative Company they manage the federal lifeline program they should be able to provide you with assistance in your state.
Jill is calling for a landline discount, you find a DE record, you have already given discount details non prepaid, what additional info SHOULD you give?
Thank you for confirming your address. I have put in the request to have that certification form mailed to you. Our mail goes out on Friday's, so it should go out (Give specific date). Just to let you know, I was able to locate a record for you and I do show that you are eligible due to the benefits that you receive from the Health and Human Services.
How can you qualify for the lifeline program?
Through a participating program or total household income.
These are new applications that were sent to us to confirm eligibility.
Self-Cert
This should only be done if: The customer is interested in a discount and there is no other record.
Create a record
My tablet broke and Assurance said you can send me another one!!!
You will need to call the company that gave you the tablet directly. We don't offer or handle tablets. This is TX lifeline, and We are a low-income telephone / broadband discount program that offers a discount up to $12.75 off the telephone and/or broadband charges or minutes may be added monthly to a prepaid phone.
Billy called in and said "I want a free phone, send it to 1234 blue Ln, Austin TX 78724", after thanking him for holding you say what?
To obtain a free prepaid phone you would need to apply directly with the prepaid provider. I'll be more than happy to provide you the telephone number or website to the Universal Service Administrative Company, who manages the federal Lifeline program. They should be able to provide you a list of participating providers in your area, so that you can choose one and apply directly with them. Please let me know when you have pen and paper so that I can provide you with their contact information..
What is the prepaid application process when going through NRT?
Customer will need to apply with provider, the provider will then send it to TX LL for final approval which should receive instant approval or if not matched a 10 minute denial/approval
Who is the only prepaid provider that requires a renewal and a recertification
Assurance wireless
Where on our LIDA system can we locate the TYPE of record?
Customer Details screen
I want a discount on my spectrum bill...
Our Lifeline discount is up to $12.75 off of the telephone and/or broadband charges or minutes may be added monthly to a prepaid phone. I’ll be happy to mail you a Lifeline Certification form (or application if necessary). We ask that you please check with your provider to see if they participate. If they do, please fill out the certification form and return it. If they do not participate, you may disregard it when it comes. Can you please verify your mailing address?
Bob is calling in for a broadband discount he is DE but his address on the record does not match what will you say after providing discount details broadband?
Thank you for confirming your address. The mailing address that we receive from the Health and Human Service does not match the address that you provided. Since we receive the information from them directly on a monthly file, you will need to contact the Health and Human Service Commission by dialing 2-1-1 and update your address with them. Once we receive the updated information when we update our records at the last week of each month a certification form should be sent out to you to complete.
What week do we receive the PROVIDERS files?
the third week of the month
Self -cert prepaid customers must complete what form annually?
recertification
If a customer is DE wants a non prepaid disc what information needs to be on the LIDA system for us to do a certification over the phone?
Provider's information
What does USAC do why do i have to call them and not you?
They manage the Lifeline Program and will be able to give you a list of participating providers in your area.
Sandra called because she got an application in the mail but she has already completed her recertification a month ago, when checking her record you find she is enrolled with AW and her record has expired, how will you explain this to her?
Thank you for patiently holding Ms Sandra, i show a renewal form was sent out to you which is completed every 7 months needed by your provider. I show that you are currently enrolled in our Lifeline program with AW. As long as nothing changes, you should continue to receive the minutes.
A non prepaid DE customer's eligibility expired Sept 2025 what form do i send?
an application
An upcoming expired self cert record will be require to submit what?
renewal
A DE customer wants a landline disc but she has her mobile phone number with the HHSC. Can we still send a certification from from the DE record? Why or Why not?
No, a application will need to be created with the phone number the customer wants a discount on.
Safelink told me to call you and check on my application status (there is no record)
I was not able to locate an app you will need to contact the phone provider directly since where the app process begins is directly with them. We are TX lifeline a low-income telephone/ broadband discount program and we determine the eligibility for the free monthly minutes and the final approval after we have received the application and Supporting documents from the provider, our discount offers free monthly minutes on a prepaid phone if your application is approved.
Sally is calling in to get a prepaid phone and wants information on how to apply, upon looking at her record you show she is already enrolled with Safelink, when coming back from hold what should response be?
"Thank you for patiently holding Miss Sally. To obtain a free prepaid phone you would need to apply directly with the prepaid provider. I'll be more than happy to provide you the telephone number or website to the Universal Service Administrative Company, who manages the federal Lifeline program. They should be able to provide you a list of participating providers in your area, so that you can choose one and apply directly with them. Please let me know when you have pen and paper so that I can provide you with their contact information..