Moving Your Lifeline Service to a Different Phone Company

How to switch your Lifeline phone to a new carrier

You can move your Lifeline service from one phone company to another without losing your benefits. The process takes a few days to a few weeks, depending on which carriers you're switching between. You'll need your account number from your current provider, proof that you still meet Lifeline income requirements, and a choice of which new carrier to use.

The actual switch happens through your new carrier — you don't contact Lifeline directly. Your new carrier will handle the paperwork with the Lifeline program and your old company. The main thing you need to do is make sure your new carrier knows you want to keep your Lifeline discount when you sign up.

Key Takeaways

• Tell your new carrier during signup that you want Lifeline service, and they will request your information from the Lifeline database.
• You'll need to show proof of income or program participation again, even though you were already verified — each carrier has to confirm you independently.
• Your old carrier will disconnect your service once the new one is active, so there may be a gap of a day or two when you have no phone.
• Keep your old account number and any Lifeline paperwork until the switch is complete, in case the new carrier needs to verify details.
• If your new carrier says you're not in the Lifeline system, contact your old carrier to confirm they submitted the transfer request.

What you need before you switch

Gather your current account number from your existing Lifeline provider — you'll find it on your bill or in your online account. Write it down or take a photo, because you'll give it to the new carrier.

You'll also need proof that you still meet Lifeline income limits or participate in a may have access to program like SNAP, Medicaid, or LIHEAP. This is the same documentation you used when you first signed up for Lifeline. If your situation has changed since then, update your information with your current carrier before you switch, or be ready to show new proof to the new carrier.

Finally, decide which carrier you want to switch to. The major carriers that offer Lifeline are AT&T, T-Mobile, Verizon, and many smaller regional companies. You can also use a Lifeline-certified mobile virtual network operator (MVNO) like Safelink or Assurance Wireless. Check which ones serve your area by visiting the Universal Service Administrative Company (USAC) website or calling 211.

The step-by-step process

Start by going to your new carrier's store, website, or calling their customer service line. Tell them you want to sign up for Lifeline service. They will ask for your name, address, date of birth, and Social Security number so they can check the Lifeline database. Do not say you're "transferring" — just say you want to sign up for Lifeline.

The new carrier will then ask you to prove your income or program participation. Bring or upload the same documents you used before: a recent pay stub, tax return, benefit letter from SNAP or Medicaid, or a current utility bill showing your name and address. If you don't have physical documents, some carriers will let you verify by phone or through their app.

Once the new carrier confirms you in the Lifeline system, they will submit a transfer request to your old carrier. This usually takes 24 to 48 hours. Your old carrier will then disconnect your service, usually within a few days. You'll get a new phone number from the new carrier unless you port your old number — ask about number porting when you sign up, because it takes extra time and paperwork.

The entire process from signup to active service typically takes one to three weeks. During that time, you may have a gap when you don't have phone service. If you need a phone urgently, ask the new carrier if they can activate service before the old account closes.

What to do if the switch stalls

If your new carrier says you're not in the Lifeline system after a week, contact your old carrier and ask if they submitted the transfer request. Sometimes the request gets lost or delayed. Your old carrier can resend it or tell you the status.

If your old carrier says they sent the request but the new carrier still doesn't see it, ask the new carrier for a case number and timeline. Some carriers take longer than others. If it's been more than two weeks with no progress, file a complaint with the Federal Communications Commission (FCC) through their website — include your account numbers from both carriers and the dates you contacted each one.

If your new carrier says you don't meet Lifeline income requirements, ask them to show you which documents they reviewed and why they were rejected. You may need to provide different proof, or there may be an error in their system. Ask to speak with a supervisor if the first answer doesn't make sense.

Keeping your phone number when you switch

You can keep your current phone number when you move to a new carrier — this is called number porting. Tell your new carrier during signup that you want to port your number, and give them your old account number. They will handle the request with your old carrier.

Number porting adds one to two weeks to the switch process because the carriers have to coordinate through a separate system. Your old carrier may charge a porting fee (usually $15 to $30), though some waive it for Lifeline customers. Ask before you commit.

If you don't port your number, you'll get a new one from the new carrier. You can keep your old number active for a few days to tell people your new number, but most carriers will disconnect it once the switch is complete.

What happens to your Lifeline discount

Your Lifeline discount continues without interruption as long as the new carrier has you in the system before the old one disconnects. You'll pay the same discounted rate ($0 to $15 per month depending on the carrier and plan) starting with your first bill from the new company.

If there's a gap in service between carriers, your Lifeline status stays active in the database for 30 days. If you sign up with a new carrier within that window, you won't have to re-verify your income. After 30 days, you'll need to provide proof again.

Keep your first bill from the new carrier to confirm the Lifeline discount was applied. If it wasn't, contact their customer service and ask them to check your account status in the Lifeline system. Sometimes the discount takes a billing cycle to show up.

When to contact your old carrier before you leave

Before you switch, call your old carrier and ask them to confirm your Lifeline status and account details. This takes five minutes and catches errors before they slow down your transfer. Ask them to verify your name, address, and the phone number on file.

You don't need to tell them you're leaving — just say you're updating your information. If they ask why, you can say you're considering other options. Some carriers will try to keep you by offering a better plan; you can listen or decline.

If your old carrier says you're not currently enrolled in Lifeline, that's a problem you need to fix before you switch. Contact them again and ask why, and ask them to re-enroll you. Once you're confirmed in the system, you can move forward with the new carrier.

Frequently Asked Questions

Will I lose my Lifeline discount if I switch carriers?

No, as long as your new carrier submits your information to the Lifeline system before your old carrier disconnects you. There may be a brief gap in service, but your Lifeline status stays active in the database for 30 days, so you won't lose the discount if you sign up with a new carrier within that window.

Do I have to pay a fee to switch carriers?

Your new carrier should not charge you a Lifeline enrollment fee. Your old carrier may charge an early termination fee if you're under contract, though Lifeline customers are sometimes exempt — ask before you switch. If you port your number, expect a $15 to $30 porting fee from your old carrier, though some waive it for Lifeline customers.

What if I don't have proof of income anymore?

Contact your old carrier and ask what documents they have on file for you. If they can confirm your Lifeline status, your new carrier may be able to see that confirmation in the system. If not, you can show a recent utility bill, a letter from a social service agency, or a current benefit statement from SNAP or Medicaid. Call 211 if you need help finding documentation.

Can I switch carriers if I have an unpaid balance?

Yes, but your old carrier may send the unpaid balance to a collection agency or report it to credit bureaus. Switching carriers doesn't erase the debt. If you have a balance you can't pay, call your old carrier and ask about a payment plan before you leave.

How long does it take to get service with the new carrier?

If you're switching to a new phone, you can usually activate service the same day you sign up. If you're keeping your old phone and porting your number, add one to two weeks. If you're keeping your old phone and getting a new number, add two to five business days. The Lifeline verification process adds another few days to a week.