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Frequently Asked Questions
Do I receive the funds directly each month?
No, the Emergency Broadband Benefit provides a monthly discount on broadband service of up to $50 per eligible household. WOW! will receive the funds directly from the Emergency Broadband Benefit program and apply the applicable credit to services for eligible participants.
Can I apply for the Emergency Broadband Benefit if I have a past due balance with the provider?
Yes, eligible consumers with a past due balance or a balance in collections are eligible for the benefit.
Can I sign up for the Emergency Broadband Benefit if I am already a customer or if I was a customer in the past?
Yes, the benefit is available to eligible new, prior, and existing customers of participating providers.
Can my roommate and I each get a monthly discount?
The Emergency Broadband Benefit is limited to one monthly service discount per household, which is defined as any individual or group of individuals who are living together at the same address and share income and expenses.
What is Lifeline and how do I qualify?
Lifeline is the FCC’s program to help make communications services more affordable for low-income consumers. To participate in the Lifeline program, consumers must either have an income that is at or below 135% of the Federal Poverty Guidelines or participate in certain federal assistance programs, such as the Supplemental Nutrition Assistance Program (SNAP), Medicaid, Federal Public Housing Assistance, Supplemental Security Income, the Veterans and Survivors Pension Benefit, or certain Tribal Programs. You can see if you are eligible by reviewing the information available at lifelinesupport.org (click "Do I Qualify?").
If I already receive Lifeline benefits will I automatically receive the Emergency Broadband Benefit?
No. You must opt-in with WOW! and choose an eligible service plan. You can choose to receive the benefit from your current Lifeline service provider or another participating provider.
Can I receive both the Emergency Broadband Benefit and Lifeline benefits at the same time?
Yes. You can also combine these benefits with other state and local benefits where available. They can be applied to the same qualifying service or separately to a Lifeline service and an Emergency Broadband Benefit service with the same or different providers. For example, an eligible household could have a Lifeline-supported mobile phone service and a separate home broadband service that is supported through the Emergency Broadband Benefit.
Everyone at my child’s school receives breakfast and lunch at no cost. Do we qualify?
Yes. Households with a student enrolled in a school or school district where every student receives this benefit are eligible for the Emergency Broadband Benefit and can apply for the program.
How long will the Emergency Broadband Benefit program last?
The Emergency Broadband Benefit is an emergency program developed in response to the COVID-19 pandemic. The program will end once the program funds are exhausted, or six months after the Department of Health and Human Services declares an end to the pandemic, whichever comes first.
What happens after the pandemic?
We know it’s tough to imagine, but one day this pandemic will end. The Emergency Broadband Benefit Program will end when federal funds are depleted or when six months have passed since the Department of Health and Human Services declares the end of the COVID-19 emergency.
WOW! will notify all Emergency Broadband Benefit recipients with at least 30 days notice prior to the end of the program. After 30 days, WOW! customers will be automatically withdrawn from the FCC Internet discount program. Households that elect to continue WOW! broadband service will be subject to WOW!’s standard rates and general terms and conditions.
Upon termination of the EBB Program, EBB Program services will be subject to WOW!’s current undiscounted rates and general terms and conditions if you continue to receive service from WOW!. Without your consent to continue services, your WOW! services will end when the EBB Program concludes.
How will I know the Emergency Broadband Benefit program is ending?
WOW! will give you notice about the last date or billing cycle that the full benefit will apply to your bill and the date or billing cycle that a partial benefit will apply to your bill, in addition to information about the cost of your broadband service after the program ends.
What if the program funding runs out during my monthly billing cycle?
The end of the program may not be timed to your billing cycle for service. This may result in you receiving less than the full monthly service discount in the final month of the program. In other words, if you were receiving a $50 discount off of your broadband bill, but based on the available funds in the program, there is only enough to provide you with a $40 discount, your provider must have your permission to charge you the additional $10.
Can I continue to receive broadband service when the Emergency Broadband Benefit program ends?
Households will need to opt-in or request to continue broadband services with WOW!. If you don’t opt-in or select a new service plan with WOW!, your broadband service will end once the program ends. Even if you had service with WOW! before enrolling in the Emergency Broadband Benefit, you will need to opt-in to continue broadband services after the program ends.
Will I be charged for service when the Emergency Broadband Benefit program ends?
Yes, if you agree to continue receiving service from WOW!.