February 6, 2024 | Issue 13

Affordable Connectivity Program (ACP) Wind Down Consumer Protection 

Dear community partners of Dallas,

We are reaching out to inform you about the latest developments regarding the Affordable Connectivity Program (ACP) and its implications for Dallas residents. As community leaders and stakeholders, your support and collaboration are crucial during this transition period.

Despite the program's valuable assistance in making broadband internet service more affordable for eligible households, we must now address the reality of its impending conclusion.

Below we outline post-ACP consumer protection measures to ensure that residents continue to have access to fair and transparent internet services after the subsidy concludes.

We urge you to join us in supporting our community members during this transition period. Please share this newsletter with your networks and utilize your platforms to raise awareness about the ACP's winding down and the available resources for affected residents.

Thank you for your collaboration and commitment to advocating for consumer rights and initiatives in Dallas during this challenging time.

We encourage you to stay connected and submit any digital equity events/resources you would like to publicize by emailing Estefania.ramirez@dallas.gov. Thank you!

Sincerely,

Genesis Gavino, Chief of Staff & Resilience Officer

Consumer Protection

Consumer Notifications from Providers: Providers are required to send three written notifications to consumers about the end of the ACP. The first notice must be sent by January 25th. The second notice must be sent 15 days after the FCC announces the ACP’s final month (if April is the final month, the second notice will be sent mid-March). The third notice must coincide with the last bill or billing cycle in which the ACP is applied. All three notices must alert the consumer about the end of the ACP and the potential impact on their broadband service and bills. The second and third notices must additionally specify the final month the customer will receive discounted service and the undiscounted rate for the customer’s broadband service thereafter—as well as remind the consumer of their ability to change or cancel service.

Consumer Notification from Government: The FCC and the Universal Service Administrative Company (USAC), which administers the ACP for the FCC, are preparing to send multiple notices to consumers, although the cadence and content of these notices are not specified. The FCC and USAC will also update their consumer-facing websites and material to communicate end-of-program information. As an example, see the FCC’s recently updated ACP page.

Protection From Bill Shock: The FCC noted that two elements of the ACP’s existing rules will help protect consumers from bill shock if the ACP ends. The first element is that, as part of the process of applying for ACP-discounted service from a provider, consumers have been required to acknowledge that they will be subject to the provider’s undiscounted rates if the ACP ends. The second element is that, before being subjected to undiscounted rates, the consumer must have demonstrated a “willingness and ability” to pay for internet service. This willingness and ability can be demonstrated in one of the following ways: 

• written or verbal consent to continue providing broadband service after the end of the ACP and to pay a higher rate, 
• a paid subscription with the provider that predates enrollment in the ACP, or 
• having paid some amount out-of-pocket while subscribing to ACP-discounted service.

Enrollment Freeze: The FCC will freeze new consumer enrollments into the ACP beginning on February 8, 2024. Accordingly, new enrollments will be permitted until February 7 at 11:59 p.m. EST. The FCC will also freeze the process by which new providers can apply to participate in the ACP. The FCC finds that these freezes will make the ACP’s wind-down more predictable and therefore smoother for consumers, providers, and the agency itself.

How can you help?
Share this ACP Wind-Down Fact Sheet (English) or Programa de Descuentos para Internet (ACP) Hoja informativa sobre el fin del programa (Español) to help spread the word, also found at: www.fcc.gov/acp. We want to make sure all enrolled households are informed about the program ending and can navigate next steps as they explore alternative ways to stay connected.

Resources Available to Households 

The FCC has a number of ways to help in case you run into a question or a problem.

• Contact the USAC ACP Support Center at 877-384-2575 for updates on application status and questions about the ACP wind-down.
• If you are having issues with your provider involving the Affordable Connectivity Program, you may want to file an informal consumer complaint with the FCC. If your issue is a billing and service issue, they will serve your complaint on your provider. Your provider has 30 days to send you a response to your complaint. The FCC encourages you to contact your provider to attempt to resolve your issue prior to filing a complaint.
• You can also send an email to acpinfo@fcc.gov
• Consumers who are Deaf or Hard of Hearing should feel free to try our ASL Hotline 844-432-2275
• To file a formal complaint with the FCC, submit it via this form and select "availability" as the issue: https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=38824 regarding service providers not following FCC wind-down procedures.
• Visit fcc.gov/acp and AffordableConnectivity.gov to access the latest information on program updates and outreach materials about the ACP wind-down process.

Important Dates:

• January 25, 2024—First notification. Providers must send notice to consumers.
• February 8, 2024—Enrollment freeze. Consumers may no longer enroll in the ACP. 
• Late February, 2024—End date announced. FCC announces ACP end date 60 days prior to the last day of the final full month.
• Mid March, 2024*—Second notification. Providers must send notice to consumers 15 days after announcement of the ACP end date.
• April, 2024*—Third notification. Providers must send notice to consumers during the final discounted billing cycle. 
• May, 2024*—Bills increase. ACP discounts are reduced or stop entirely.                        

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