Frequently Asked Questions (FAQ) for MassHealth Members ...

Frequently Asked Questions (FAQ) for MassHealth Members about Telephone and Internet Service During COVID-19

May 27, 2020

During of the state of emergency related to COVID-19, many members are receiving care from providers via telehealth, which includes phone calls and live video conversations (such as FaceTime or Zoom). Members have expressed concern about limited phone and internet access during this time. Below are questions members may have about telephone and internet service. Please keep checking back for FAQ updates. The information contained in this document is accurate as of the date of publication.

I do not have a mobile phone plan but I think I need one now to talk to my doctor and have telehealth appointments. Are there resources to help? Yes, all MassHealth members are eligible for the Lifeline program, which provides a monthly $9.25 discount on phone services. You can choose to apply the discount to either (1) a mobile phone plan with internet data OR (2) a home phone (landline) plan. In most cases, the $9.25 discount will cover the cost of the basic monthly plan; you will be charged if you use additional minutes or data. During the COVID-19 emergency, companies are offering unlimited minutes and extra data. See the chart below for more details on plans. Only one Lifeline program discount is available per household. A household is a group of people who share an address and expenses.

How can I sign up for the Lifeline service? To apply online for Lifeline, visit lifeline/. If the system is not able to automatically confirm your eligibility, you may be asked to submit a picture of your MassHealth insurance card. There is also a mail-in paper application option in English and Spanish. Lifeline will send you confirmation by mail or email within 7-10 days. After you are approved, you will be asked to choose a Lifeline service provider (phone companies) and can start services immediately.

What companies can I choose from? In Massachusetts there are three Lifeline mobile phone service providers: Assurance Wireless (partnership with Virgin Mobile), SafeLink Wireless (partnership with TracFone Wireless), and StandUp Wireless. For home landline phone plans, Lifeline is partnered with Verizon. Lifeline service providers' monthly plan details and contact information are listed in the chart below.

Do I need to use my own phone for the Lifeline program? Lifeline mobile service providers offer plans that will work on most mobile phones and in some cases, may provide a free mobile phone with the plan. See chart below for information on which companies are offering free phones during the COVID-19 emergency. Depending on where you live, some mobile phone providers may provide a better signal than others. Verizon does not provide a home landline phone with its Lifeline plan.

If I have questions or issues with the Lifeline program, who should I call? If you need help applying for Lifeline or have any questions, you can call the Massachusetts Department of Telecommunications and Cable's (DTC) hotline, 800-392-6066. For more details, on the Lifeline program and the application process, visit: . Please note: When you call between business

1

hours (Monday ? Friday, 9am-5pm), you have two options: (1) to leave a message for a call-back by DTC staff; or (2) to be automatically connected to a service provider if you are an existing Lifeline customer. If you leave a message, you will receive a call-back by DTC staff. After business hours, consumers can use our email (plaints@) or our webform () to request contact or file a complaint.

I have lost my job during COVID-19 and do not have the required three months of income documentation to meet eligibility. Can I still qualify? Yes, as of April 29, 2020 and until June 30, 2020, because of the COVID-19 emergency, if you lost your job, you can submit notice of your unemployment benefits instead of three months of income documentation.

For Current Lifeline Program Customers

I am a current Lifeline customer; do I need to re-apply? No, in response to COVID-19, Lifeline has lifted the recertification requirement. This will impact Lifeline subscribers with anniversary dates that fall on or between April 14, 2020 and August 14, 2020.

Are there any additional resources for current Lifeline customers? Yes, Lifeline service providers are providing additional minutes and data in response to COVID-19. See chart above for details on what each Lifeline service provider is offering. These changes are automatic and do not require contacting the company.

I was a Lifeline program customer but I have not used my Lifeline phone in months and it doesn't work anymore. Who should I contact? If you do not use your Lifeline phone at least once every thirty days, your service is stopped. To reenroll, contact the company that you initially received the phone from. If you have any problems re-enrolling, please contact the Massachusetts Department of Telecommunications and Cable's (DTC) hotline, 800-392-6066.

Please note: When you call during business hours (Monday ? Friday, 9am-5pm), you have two options: (1) to leave a message for a call back by DTC staff; or (2) to be automatically connected to a service provider if you are an existing Lifeline customer. If you leave a message, you will receive a call-back by DTC staff.

After business hours, consumers can use DTC's email (plaints@) or this webform () to request contact or file a complaint.

General Questions about Phone and Internet Resources

I'm now having my health care visits over the phone or through video and I am worried I will run out of minutes or data with my current plan. Are there resources to help with that? In response to COVID-19, most broadband companies are providing customers with unlimited or additional minutes and data until at least June 30, 2020. Companies are not disconnecting service if customers cannot pay their bills and are also not charging late fees. Please see the chart at the end of the document and check with your specific service provider for more details on their offerings.

2

Many internet service providers are also providing free access to all WiFi hotspots for customers and non-customers. WiFi hotspots are public areas that allow you to connect to a WiFi network using your computer, smartphone or another device. The location of WiFi hotspots depend on the company. Xfinity WiFi hotspots can be found here: ; Spectrum WiFi hotspots can be found here: . Both companies are providing free access to the WiFI hotspots for anyone during the COVID-19 emergency.

Additionally, all MassHealth members are able to receive a monthly discount on either a mobile phone plan with internet data OR a home phone (landline) service through the national Lifeline program. See above for more details on how to apply.

I am worried about paying my phone and internet bills on time. Are there resources for that? In response to COVID-19, phone and internet service providers are not disconnecting service if customers cannot pay their bills and are not charging late fees until at least June 30, 2020. Some companies require customers to submit a form in order to waive the fees. Please see the end of the document for information about service providers and check with your specific service provider for more details.

I have a mobile phone but I do not have internet at home. Are there resources to help me get internet at home? Yes, there are several options. Companies are offering home internet deals for new customers:

? Xfinity/Comcast is offering 60 days of free internet access through the Internet Essentials service to new customers who are eligible, which includes MassHealth members, until June 30, 2020, with no credit check, shipping fee or term contracts.

? Charter Communications/Spectrum is offering free internet access to households with children in grades K-12 and college students until June 30, 2020. To get the deal, you cannot already have Charter Communications/Spectrum internet service at any level up to 100 Mbps.

Internet service providers are also providing free access to all WiFi hotspots for customers and noncustomers. WiFi hotspots are public areas that allow you to connect to a WiFi network using your computer, smartphone or another device. The location of WiFi hotspots, depend on the company. Xfinity WiFi hotspots can be found here: ; Spectrum WiFi hotspots can be found here: .

3

Massachusetts Lifeline Service Providers

Service Provider

Lifeline Monthly Plan covered by the $9.25 discount

COVID-19 Response

Assurance Wireless (partnership with Virgin Mobile)

Phone number: 888-321-5880

? 350 voice minutes ? Unlimited texts ? 3GB data

Through June 30, 2020, all Assurance Wireless Lifeline customers will receive:

? Free unlimited domestic voice minutes ? Free unlimited texting ? Extra 20GB data in addition to regular

monthly data allotment ? Free mobile phone with plan

SafeLink Wireless (partnership with TracFone Wireless)

Phone number: 800-723-3546

? 350 voice minutes ? Unlimited texts ? 3GB data

Through June 30, 2020, all SafeLink Wireless Lifeline customers will receive:

? Free unlimited domestic voice minutes ? Free unlimited texts ? Extra 5GB of data added

StandUp Wireless

Phone number: 800-544-4441

? 300 voice minutes ? Unlimited texts ? 3GB data

Verizon Home landline phone plans only

Phone number: 800-922-0204

Home phone plan: -Unlimited minutes, including long distance *need to have landline phone

As of May 25, the extra minutes and data for the COVID-19 crisis have ended.

? No fees on late payments and service will not be disconnected.

? No voice service fees for current Lifeline customers

For more details, on the Lifeline program and the application process, visit:

4

Additional Information - Specific Service Provider Information

Service Provider

COVID-19 Response Offers active through June 30, 2020 unless otherwise noted

AT&T

? No fees on late payments and service will not be disconnected. Customers must contact AT&T and submit a request.

? Public Wi-Fi hotspots open for all ? No for extra data, voice, and texting (for domestic plans only) ? Unlimited internet data for home internet customers ? Two months of free internet access through the Access from AT&T

service for new customers who have at least one person in the household participating in Supplemental Nutrition Assistance Program (SNAP), National School Lunch Program or Head Start. ? The timeframe to return DIRECTV, U-verse TV, or AT&T Internet equipment is extended from 21 days to 60 days ? Increasing mobile hotspot data by 15GB/month for each line on an unlimited plan. See website for more details ? Visit for updates

Boost Mobile

? No fees on late payments and service will not be disconnected ? Customers with unlimited data plans will receive an additional

20GB of mobile hotspot on their plans ? Customers without unlimited plans will receive an additional 20GB

of data on their plans ? Free international calling rates from the U.S. to countries defined

by the Center for Disease Control as Level 3 ? Visit

response.html for updates

Comcast/Xfinity Cox

? 60 days of free internet access through the Internet Essentials service to new customers who are eligible, which includes MassHealth members. No credit check, shipping fee or term contracts required for the service.

? No fees on late payments and service will not be disconnected ? Public Wi-Fi hotspots open for all ? Increasing speed from 15/2 Mbps to 25/3 Mbps for new and

existing internet customers ? Unlimited data for home internet customers ? Visit for updates

? No fees on late payments and service will not be disconnected

5

Spectrum Mobile Charter

Communications

Sprint

? Connect2Compete, Cox's internet service for families with schoolaged children, will give new customers their first two months of service for free effective 3/16/20 through 7/15/20

? Starter internet package for $19.99 through 7/15/20 ? Data usage overages eliminated ? Visit

response.html for updates

? No fees on late payments and service will not be disconnected ? Public Wi-Fi hotspots open for all ? Free Spectrum broadband and Wi-Fi to households with children in

grades K-12 and college students. To get the deal, you cannot already have Spectrum internet service at any level up to 100 Mbps. ? No installation fees ? Visit for updates

? No fees on late payments and service will not be disconnected ? Free international calling rates to countries defined by the Center

for Disease Control as Level 3 ? Customers without unlimited plans will get 60 days of unlimited

data (a minimum of two bill cycles) for free ? Extra 20GB of mobile hotspot data to customers with hotspot-

capable devices ? Free next-day shipping for all orders on ? Visit for

updates

T-Mobile

? No fees on late payments and service will not be disconnected ? All T-Mobile customers as of March 13, 2020 who have plans with

data will automatically have unlimited smartphone data (excluding roaming) ? An additional 5GB of free data per month for Lifeline partners ? An expanded network capacity boosted by 600 MHz of spectrum (frequency capacity) ? More roaming access for Sprint customers on T-Mobile's network ? An extra 20GB of hotspot for all T-Mobile and Metro by T-Mobile customers ? Visit for updates

6

Verizon

? No fees on late payments and service will not be disconnected ? Wireless customers must fill out a short form to let Verizon know

they are having a hard time paying their bills during COVID-19 ? No activation and upgrade fees when devices are purchased through

specific channels (see website for more information) ? Free international calling rates to countries defined by the Center

for Disease Control as Level 3 ? No data caps for consumer Fios and DSL broadband internet plans ? Visit

customers for updates ? Please note: As of April 7, due to COVID-19, Verizon is no longer

going into homes for installations. Self-installation options are available for some services.

7

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download