California LifeLine FAQs

California LifeLine is a state government program that provides discounts on monthly telephone service for eligible low-income California residents. The program is administered by the California Public Utilities Commission (CPUC).

Eligible participants receive:

• Free or discounted monthly wireless service
• A free cell phone (one per household per year)
• Free voice minutes, text messages, and data
• No activation fees (covered by the program)

The program is limited to one benefit per household. A household is defined as individuals living at the same address who share income and expenses.

Federal Lifeline is a nationwide FCC program that provides a discount (currently $9.25/month) on phone or broadband service for eligible low-income households.

California LifeLine is a state-specific program administered by the CPUC that provides additional discounts on top of the federal benefit for California residents.

When you enroll with SafetyNet Wireless in California, you can receive both benefits combined, resulting in free or very low-cost service with more generous data and minutes than federal Lifeline alone.

Lifeline is a permanent FCC program (established in 1985) that supports affordable access to essential communication services including voice and broadband.

The Affordable Connectivity Program (ACP) was a temporary program created in 2021 that provided up to $30/month toward broadband service. The ACP program ended in June 2024 when federal funding was exhausted.

California LifeLine remains fully funded and continues to provide discounts to eligible California residents. If you were receiving ACP benefits, you may still qualify for California LifeLine.

Here’s how the California LifeLine program works:

1. Check Eligibility: You qualify based on participation in assistance programs (Medi-Cal, CalFresh, SSI, etc.) or household income at or below 135% of Federal Poverty Guidelines.
2. Apply: Submit an application through SafetyNet Wireless online, in-person at an enrollment event, or by mail.
3. Verification: The California LifeLine Administrator verifies your eligibility using state databases or documentation you provide.
4. Receive Service: Once approved, you receive a free phone and monthly service with voice, text, and data.
5. Recertify Annually: Each year, you must confirm you still qualify to continue receiving benefits.

SafetyNet Wireless offers California LifeLine discounted services on a non-discriminatory basis to any customer residing within our service territory where we offer retail wireless telephone services.

We will only provide California LifeLine discounts to participants that are found eligible for California LifeLine Service by the California LifeLine Administrator.

You may qualify for SafetyNet Wireless if you participate in any government assistance programs listed on your SafetyNet Wireless state application form or based on household income eligibility standards.

In California, the California Public Utilities Commission (CPUC) develops the eligibility requirements for qualified households to receive the California LifeLine discounts. For complete eligibility requirements, visit:

• CPUC LifeLine Information
• California LifeLine Eligibility Requirements

No. California LifeLine participants are not required to purchase bundled plans with video, data, and/or other services to receive their California LifeLine discount.

A consumer who submits an enrollment request must wait up to 30 days before submitting another enrollment request. You cannot have multiple enrollment requests going at the same time.

The 30-day waiting period ends when either:

• The California LifeLine Administrator sends the final eligibility decision
• The enrollment request is canceled
• 30 days have passed since the enrollment request

You can independently cancel an enrollment request by contacting the California LifeLine Administrator at (877) 858-7463 or by visiting www.californialifeline.com.

Receiving your phone at an event does not mean your LifeLine application process is complete.

After you receive your phone, you will have 500 free promotional minutes (and 3:1 texting, where 3 texts = 1 minute) that you can use until your LifeLine application has been approved.

We will notify you via text message when the California administrator has approved your application and verified your eligibility. Once approved, you will be placed on the LifeLine plan you chose at enrollment.

If your application requires more information, we will reach out to you to gather the additional documentation needed.

Each SafetyNet Wireless plan is subject to a non-recurring $39.00 activation fee when initiating service or changing from another provider.

The one-time activation fee is charged to your account at activation; however, if you are approved for California LifeLine by the California LifeLine Administrator, you will receive a $39.00 discount back to your LifeLine account, effectively making the activation free.^[2]

There is no fee to access 800 or 800-like toll-free services. However, these calls do count against your allotted voice minutes.

SafetyNet Wireless is a prepaid service provider that does not bill its customers in the traditional sense. SafetyNet Wireless does not assess a fee to customers when adding value to their prepaid customer account.

However, third-party vendors and retail locations that provide in-person payment services may charge their own convenience fees.

Calls to 911 and SafetyNet Wireless Customer Care are free and unlimited for SafetyNet Wireless California LifeLine participants.

These calls do not count against your allotted voice minutes or number of calls.

SafetyNet Wireless provides a free handset to California LifeLine participants (limited to one per customer per year).^[1]

Handsets may be new or refurbished depending on availability and market conditions.

If you desire to purchase a different upgraded or data-capable handset, SafetyNet Wireless will offer handsets for purchase on the same basis as our retail customers.

SafetyNet Wireless handsets are designed to be activated on our networks and in other coverage areas that we may make available to you.

Even when unlocked, your device may not accept wireless service from another carrier due to network compatibility differences.

Important: When you remove your SafetyNet Wireless handset from your home, other family members in your household may not be able to reach 911 emergency services using that device.

Ensure your household has alternative means to contact emergency services if you take your phone with you.

Yes. LifeLine customers have the ability to send and receive voice-grade calls over all domestic distances (local and long distance) via a wireless voice-grade connection to the public switched telephone network.

Domestic voice calls are not distance sensitive — you do not pay more for making a domestic long distance call than for a call within your local exchange area.

Service is subject to transmission limitations caused by:

• Equipment and compatibility issues
• Atmospheric, topographical, and environmental conditions
• Proximity to transmission sources

Service can only be available when in range of a transmission source. Service is dependent on radio towers which require electricity and could become non-functional during power outages if backup power is unavailable.

Service may also be temporarily limited due to system capacity limitations, technology migration, carrier limitations, or equipment modifications, upgrades, repairs, or relocations.

Neither SafetyNet Wireless nor any Carrier shall have liability for service failures, outages, or limitations of Service.

California LifeLine participants are entitled to a voice-grade connection. If you fail to receive a voice-grade connection and notify SafetyNet Wireless, we will:

1. Promptly restore the voice-grade connection, or if not possible,
2. Provide telephone service using a different technology if available and if you agree.

If a voice-grade connection cannot be provided, you may contact SafetyNet Wireless to terminate service without penalty.

Your handset can place calls to 911 even if you have no minutes available.

Important: Public Safety Officials advise that you should be prepared to provide information about your location when making a 911 or other emergency call.

Wireless service uses less reliable methods than landlines to place calls and determine your location. Network coverage can be adversely affected by weather, structures, buildings, and geography.

Because of these factors:

• Emergency operators may not be able to determine your location or phone number
• You may not be able to complete a call in areas without coverage
• Enhanced 911 (E911) service relies on GPS technology and may be impaired indoors or by weather conditions

If there is no wireless coverage, dial 911 from the nearest landline phone.

In the event that SafetyNet Wireless were to discontinue offering California LifeLine service, 30 days’ prior notice would be provided to all participants.

Recertification is the annual process of verifying that you still qualify for California LifeLine benefits.

All subscribers who originally enrolled in the LifeLine program in a year prior to the current year are required to recertify. This applies to everyone receiving California LifeLine benefits.

If you fail to recertify your eligibility, you will be de-enrolled from the program and will lose your LifeLine benefit.

The rules have changed. Recertification must be completed before your LifeLine anniversary date each year.

Important: You cannot recertify until you are within 150 days of your anniversary date.

You will receive notices reminding you to recertify as your anniversary date approaches. Don’t wait until the last minute!

To remain eligible to participate in the LifeLine program, each calendar year all subscribers must verify that they are still eligible.

You can recertify through:

• Online: Visit www.californialifeline.com
• By Mail: Complete and return the recertification form sent to you
• By Phone: Call the California LifeLine Administrator at (877) 858-7463

If you fail to recertify by your anniversary deadline:

• You will be de-enrolled from the California LifeLine program
• You will lose your LifeLine benefit and free/discounted service
• Your service may be suspended or terminated

To avoid losing your benefits, make sure to recertify as soon as you receive your recertification notice or within 150 days of your anniversary date.

California LifeLine participants may terminate service within 14 days of service activation or at any other time for any reason without incurring early termination fees.

If you terminate within 3 days of service activation (excluding national holidays), applicable service connection charges and deposits (if any) would be refunded.

Note: SafetyNet Wireless California LifeLine Service does not require payment of a service connection charge or deposit by customers found eligible for California LifeLine Service by the Administrator.^[3]

You can always contact SafetyNet Wireless Customer Service if you have any questions, concerns, or complaints:

• Dial 611 from your SafetyNet Wireless phone
• Call our toll-free number: 1-888-224-3213

You may also contact the California Public Utilities Commission’s Consumer Affairs Branch:

• Phone: 1-800-649-7570 (Monday – Friday, 8:30 AM – 4:30 PM)
• Mail: CPUC Consumer Affairs Branch, 505 Van Ness Ave., San Francisco, CA 94102

Yes. California LifeLine has special provisions to protect survivors of domestic violence.

If you are a survivor of domestic violence and need to keep your location confidential, you may be able to:

• Receive service at a different address than your enrolled address for safety reasons
• Have your service records kept confidential
• Qualify as a separate household from your abuser, even if previously living at the same address

Contact SafetyNet Wireless Customer Service at 1-888-224-3213 to discuss your situation confidentially. We are committed to supporting survivors and protecting their safety.

Yes. Under California LifeLine rules, if you are a survivor of domestic violence, you may qualify as a separate household from your abuser, even if you were previously living at the same address.

This means:

• Your abuser’s existing LifeLine benefit does not disqualify you
• You can receive your own independent LifeLine service
• Your account information can be kept separate and confidential

You may need to provide documentation such as a protective order, police report, or statement from a domestic violence shelter or counselor. Contact us for assistance.

If you or someone you know is experiencing domestic violence, help is available:

• National Domestic Violence Hotline: 1-800-799-7233 (SAFE) or text START to 88788
• California Partnership to End Domestic Violence: www.cpedv.org
• California Victim Compensation Board: 1-800-777-9229

These resources provide confidential support, safety planning, shelter information, and assistance with legal protection orders.

Having a phone can be critical for your safety. If you need help enrolling in California LifeLine as a domestic violence survivor, please contact our customer service team.

Yes. SafetyNet Wireless California LifeLine participants have free access to California Relay Service via 711.

Note: Associated calls using the 711 relay service may count against your minutes.

Yes. SafetyNet Wireless will provide access to two California LifeLine discounted telephone lines to participants in the Deaf and Disabled Telecommunications Program (DDTP).