Telephone service, internet, and bills

This page is for those who are starting telephone, internet, electricity, and natural gas service in the United States. Telephone and internet companies are overseen by the Federal Communications Commission (FCC), while electricity and natural gas companies are regulated by state public utility commissions. Below, you will find information about number porting and device unlocking issues, the internet price label, the Lifeline discount for low-income people, the discontinued ACP program, blocking unwanted calls, and ways to file billing complaints.

• Number porting: if you stay in the same area and change companies, you can transfer your number to the new company. Porting is possible between landline, internet phone, and mobile phone companies.
• Your own phone: if your phone is unlocked, you can use it with another company. Ask the company whether your phone is technically compatible with US networks.
• For billing, coverage, number porting, and unlocking problems, contact the company first; if the issue is not resolved, file a complaint with the FCC.
• Telling the FCC your story does not count as a complaint; it is not sent to the company, and you will not receive a response. If you want your problem resolved, select the complaint form.

• National Do Not Call Registry: you can register your landline and mobile phone numbers for free. Registration never expires.
  • To register, go to DoNotCall.gov or call +1 888 382 1222 from the phone you want to register (TTY +1 866 290 4236).
  • Your number will be added to the list the next day; it may take up to 31 days for sales calls to stop.
  • Political, charitable, debt-collection, informational, and survey calls may continue as long as they do not make sales.
• If you have not lost money, report the unwanted call using the short form on DoNotCall.gov; if you have lost money, report it through ReportFraud.ftc.gov.
• The FCC also accepts complaints about unwanted calls, messages, and caller ID spoofing.
• For calls from people pretending to be the IRS, USCIS, or the police, see 1.12 Scam warnings and 15.7 Tax scams.

• Since April 10, 2024, companies selling home and mobile internet must display a label called the “Broadband Consumer Label” at the point of sale.
• The label includes the price, the promotional (introductory) price and the price you will pay after the promotion ends, one-time and monthly fees, speed, and data limits.
• July 2026 change: under the FCC’s new decision, companies may display the label at the point of sale through a link or icon and may explain the information orally for telephone sales. The label will continue to be displayed in the language in which the service is marketed.
• Before signing a contract, check the label to see what the price will be after the promotion ends.

• What it provides: a discount of up to $9.25 per month on a phone, internet, or bundled phone-and-internet plan. Up to $34.25 for people living on Tribal lands.
• Who is eligible:
  • those whose household income is at or below 135% of the 2026 federal poverty guideline, or
  • those who themselves, their child, or someone in their household receives one of these programs: SNAP, Medicaid, SSI, federal public housing (FPHA), Section 8 rental assistance, project-based rental assistance, or veterans and survivors’ pension benefits.
• How to apply:
  1. Apply online through the National Verifier, or print and mail the form to: Lifeline Support Center, PO Box 1000, Horseheads, NY 14845.
  2. If you live in Oregon or Texas, apply through your state’s website.
  3. Once approved, enroll with a phone or internet company that offers Lifeline.
• Documents: you may be asked for proof of program participation or proof of income, such as a tax return or three consecutive months of pay stubs. Under federal rules, the application requires the last 4 digits of your SSN (or a Tribal identification number for Tribal members).
• One discount per household: if another adult at the same address receives Lifeline, you must complete a Household Worksheet.
• Annual recertification is required. If you do not respond to the notice on time, you will lose the discount.
• Helpline: +1 800 234 9473 · every day 09:00–21:00 (US Eastern Time)
• For immigrants’ eligibility for SNAP and Medicaid, see 16.1 Which benefits can immigrants receive?; for the effect on a green card, see 16.5 “Public charge”.

• The Affordable Connectivity Program (ACP) provided a discount of up to $30 per month on internet bills and a one-time discount of up to $100 for a device.
• New applications closed on February 8, 2024. The program ended on June 1, 2024, because Congress did not allocate additional funding.
• Some companies’ websites may still mention ACP. The FCC says this may violate the rules.

• State public utility commissions regulate electricity, natural gas, water, and cable companies. Contact the company first; if the issue is not resolved, file a complaint with the commission.
• New Jersey (BPU): accepts complaints about disconnections and reconnections, high bills, meter testing, payment plans, and deposit requests. It refers internet, mobile phone, and DSL complaints to the FCC.
• New York (Public Service Commission, PSC): there is a separate line for electricity and natural gas outages and another for billing and service problems (below).
• Payment difficulties: New Jersey BPU recommends that people who are having difficulty paying their bills ask the company for a deferred payment plan.
• LIHEAP (federal energy assistance): helps with heating and cooling bills, preventing disconnection, restoring service, and weatherization. LIHEAP does not provide direct grants to individuals and does not charge a fee for assistance. You can learn how to apply at Energyhelp.us or through the NEAR hotline (below).
• According to the New Jersey BPU, the state does not have a free solar panel program; such an offer is fraudulent.

• FCC — telephone and internet complaints
  • Phone: +1 888 225 5322
  • Online: FCC complaint center
• Lifeline Support Center (USAC)
  • Phone: +1 800 234 9473 · every day 09:00–21:00 (US Eastern Time) · Email: LifelineSupport@usac.org
• National Do Not Call Registry (FTC)
  • Phone: +1 888 382 1222 (TTY +1 866 290 4236)
• LIHEAP referral hotline (NEAR)
  • Phone: +1 866 674 6327 · Web: Energyhelp.us
  • Report people requesting payment on behalf of LIHEAP to the HHS fraud hotline: +1 800 447 8477
• New Jersey Board of Public Utilities (BPU)
  • Utility complaints: +1 800 624 0241 (09:00–16:00)
  • Cable complaints: +1 800 624 0331
• New York Public Service Commission (PSC)
  • Address: 3 Empire State Plaza, Albany, NY 12223
  • Electricity and natural gas outages: +1 800 342 3355
  • Electricity, natural gas, telephone, and cable billing and service problems: +1 800 342 3377
  • People who are deaf or have speech disabilities: NYS Relay, 711

• Signing an internet contract without checking what the price will be after the promotion ends.
• Closing your old line and losing your number when changing companies; start the porting process first.
• Providing personal information to websites promising an “ACP discount.”
• Missing the Lifeline recertification notice.
• Waiting for service to be disconnected without discussing a payment plan with the company when you cannot pay the bill.
• Paying people who offer a “grant” on behalf of LIHEAP and request a fee.

• Can I use the phone I brought from Turkey? If it is unlocked, you can use it with another company; ask the company whether it is compatible with US networks.
• Will my number change if I change companies? You can transfer your number if you stay in the same area.
• Can I still apply for ACP? No. The program ended on June 1, 2024.
• Can I apply for Lifeline without an SSN? Federal rules require the last 4 digits of your SSN on the application; only Tribal members may provide a Tribal identification number.
• Do sales calls stop immediately after I register for the National Do Not Call Registry? It may take up to 31 days. Registration never expires.
• My electricity bill is very high. Whom should I contact? Contact the company first; if the issue is not resolved, contact your state’s public utility commission.

• Lifeline application form – English (PDF)
• Lifeline Household Worksheet (PDF)
• Lifeline acceptable documentation guide (PDF)
• Lifeline online application (National Verifier)
• FCC complaint center
• National Do Not Call Registry registration
• FCC – Broadband label announcement (PDF)
• ACF – LIHEAP energy assistance
• Related: 10.0 New arrivals: first 30-day checklist · 12.8 Consumer rights: complaint options