The Emergency Broadband Benefit Program: How It’s Hurting People in Impoverished Communities
Applicants Are Not Being Told They Will Be Charged
for the First Two Billing Cycles Prior to Submitting Requests
By Gary Glennell Toms
According to the Federal Communications Commission (FCC) website, “The Emergency Broadband Benefit (EBB) is an FCC program to help families and households struggling to afford Internet service during the COVID-19 pandemic. This new benefit will connect eligible households to jobs, critical healthcare services, virtual classrooms, and so much more.”
Additionally, the site states that the benefit will provide a discount of up to $50 per month towards broadband service for eligible households and up to $75 per month for households on qualifying Tribal lands. Eligible households can also receive a one-time discount of up to $100 to purchase a laptop, desktop computer, or tablet from participating providers if they contribute more than $10 and less than $50 toward the purchase price.
From The G-Man recently contacted two of the largest Internet service providers in the country, Spectrum and Optimum Online, to pose questions about the program and discovered something that millions applying for the benefit are not being told prior to filling out applications. Once the application for the Emergency Broadband Benefit has been submitted and approved, the $50 benefit is not credited to the customer’s account for two billing cycles, according to custom service representatives at Spectrum and Optimum Online. “The reason it takes so long for the benefit to kick in is because we have to review and verify all of the customer information obtained from the Lifeline National Verifier,” said the Spectrum and Optimum Online representatives. The Lifeline National Verifier determines which applicants are approved for the EBB. “With so much information to go through, it can take some time. Once we confirm and match all names, submitted documents and proof of eligibility, we process the order so that the benefit can be applied to the account,” the Spectrum representative added.
She went on to note that the customer would be responsible for paying the service charges incurred during the first two billing cycles. In the case of Spectrum, that would be $49.99 per month and a late fee of nearly $9.00 would be tacked on if a payment was not made by the specified date. In the end, a person on a fixed income or with limited financial resources would incur a $170.00 debt before the monthly $50 benefit was applied to the account. This includes the $49.99 charge to have the tech visit the home and install the equipment. Additional charges, such as activation fees, would also be applied.
From The G-Man informed both representatives that these policies were not listed in detail on the Spectrum or Optimum Online websites, nor the websites of other Internet service providers affiliated with the EBB program, and asked why the company has made no attempt to inform millions, particularly those in low-income areas, about the two billing cycle policy. “I cannot answer that because I don’t know,” the Spectrum representative stated. The Optimum Online representative issued the same response. The Spectrum representative was then asked whom she believes should be held accountable for not making EBB applicants aware of the two billing cycle policy and that additional charges will be applied that are not covered by the EBB: members of Congress, Lifeline National Verifier or Internet service providers like Spectrum. “I’m not able to answer that question. But you have a valid point,” she concluded.
From The G-Man contacted Verizon’s corporate headquarters in Basking Ridge (New Jersey), via email, and asked if the processing of EBB applications and billing of EBB customers were similar to Spectrum and Optimum Online. Chris Serico, Communications Manager, submitted the following statement via email.
“Verizon is committed to providing new programs, initiatives and investments to help bridge the digital divide. With the Emergency Broadband Benefit program, Verizon customers who meet requirements set by the FCC will temporarily receive monthly discounts up to $50 per month—or up to $75 per month if on tribal lands. The Emergency Broadband Benefit discounts internet service and related equipment, such as routers, for families and individuals during the COVID-19 pandemic. It helps qualifying customers maintain connectivity for virtual learning, remote work, telehealth visits, and more.
“For Verizon, the enrollment process from end to end is pretty short. Once we successfully complete the verification and finalize enrollment, we notate the customers’ account with EBB enrollment, and prorate discount as of that very day. From the day the enrollment is successfully completed, the benefit is applied and the customer would no longer pay full price for the internet service.”