Gen Mobile EBB Customers: Important Emergency Broadband Benefit (EBB) Program Updates

From the FCC: Congress recently created the Affordable Connectivity Program (ACP), a new long-term, $14 billion program, which will replace the Emergency Broadband Benefit Program. This investment in broadband affordability will help ensure we can afford the connections we need for work, school, health care and more for a long time.

The new Affordable Connectivity Program will provide up to a $30 discount each calendar month (and up to $75 on Tribal Lands) on any service offering per qualified household, as well as continue the one-time device subsidy on an eligible device per qualified household. The service offering can be switched at any time & ACP discount applied once each calendar month.

The ACP became effective on 12/31/21. However, Households enrolled in the EBB Program as of 12/31/21 will continue to receive their current monthly benefit until 3/1/22. These households will be notified if they are required to take any steps to retain benefits after 3/1/22. Households enrolled in the EBB Program will transition to the ACP after 3/1/22, subject to their eligibility, and Gen Mobile will continue to provide the same phone plans or mobile hotspot and tablet plans, as applicable.

FREQUENTLY ASKED QUESTIONS

Q1: What is the Affordable Connectivity Program (ACP)?

The Affordable Connectivity Program (ACP), which replaces the Emergency Broadband Benefit (EBB) program, provides a discount of up to $30 per month toward internet 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. The ACP benefit is limited to one monthly service discount and one device discount per household. You may be eligible for the ACP based on your income or other qualifying criteria.

Q2: Who is eligible for the ACP?

A household* is eligible if a member of the household meets at least one of the criteria below:

  • Has an income that is at or below 200% of the federal poverty guidelines;
  • Participates in certain assistance programs, such as SNAP, Medicaid, Federal Public Housing Assistance, SSI, WIC, or Lifeline;
  • Participates in Tribal specific programs, such as Bureau of Indian Affairs General Assistance, Tribal TANF, or Food Distribution Program on Indian Reservations;
  • Is approved to receive benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision in the 2019-2020, 2020-2021, or 2021-2022 school year; or
  • Received a Federal Pell Grant during the current award year

*A household is a group of people who live together and share money (even if they are not related to each other). If you live together and share money, you are one household. If you either don’t live together or you don’t share money, you are two or more households.

Q3: What service is being offered with this program? Do I bring my own phone?

You can apply the $30 ACP discount and receive free mobile service if you choose the Unlimited Talk, Text and 7GB LTE Data Plan for Phones or the 7GB LTE Data Plan for Devices, or, when available, you may apply the $30 ACP discount to a different phone or connected device plan and pay the difference between the discount and the plan cost if the plan you choose is more expensive. Qualifying new customers will receive a Gen Mobile SIM card in the mail. Qualifying existing customers can have their discount applied to their Gen Mobile plan, or if the customer would like a new phone number/account, a Gen Mobile SIM card will be mailed to them.

The 7 GB ACP plan may include the following features:

    • Unlimited nationwide calling in the U.S.
    • Unlimited nationwide text
    • High-speed 5G/4G LTE data

Q4: How do I enroll?

New and current Gen Mobile customers who are eligible to enroll in the ACP if a member of the household qualifies under the ACP rules. Check to see if you qualify by starting your application here: [link]

Q5: What phones are compatible with Gen Mobile?

Gen Mobile's ACP service runs the Nation's largest 5G/4G LTE GSM Network*.

Compatible phones and data devices include the following:

  • Most unlocked 5G/4G LTE VoLTE capable GSM-network phones or data devices
  • Unlocked AT&T, T-Mobile, Cricket Wireless, Simple Mobile, or Straight Talk phones and data devices
  • Most phones with SIM cards

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

Note: Your device must be unlocked, free from contract, and paid off before bringing it to Gen Mobile. Give your current carrier a call to check your device's status.

Q6: How do I check my coverage?

Gen Mobile's ACP service runs on the Nation's largest 5G/4G LTE GSM network. Click here to check coverage on our GSM network.

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

Q7: Can I keep my phone number?

Yes. Simply call 1 (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative to submit a number transfer/port request. You will need to provide the care rep the information below.

  • existing phone number
  • account number
  • account address
  • account PIN code

You may need to contact your current carrier for this information. Customers should NOT cancel their existing service until after the port is complete or they will lose their existing phone number.

Q8: Can I lose my ACP benefit?

It is possible for you to lose your ACP benefit if you no longer qualify under any of the federal benefit programs or if you do not use your ACP benefit at least once every 30 days. We will notify you if you do not have usage and you will have 15 days to use your Gen Mobile ACP plan or confirm with us that you still want to receive your ACP benefit.

Q9: Can I get more information about the ACP?

Q10: What if I have a complaint about my ACP benefit?

You can reach our customer care at 855-GEN-4ACP (855-496-4227) or the FCC’s helpline at Consumer Complaint Center 877-384-2575 or website.

For further information, please visit our T&Cs page.

NEED HELP?

+1 (833) 528-1380

FREQUENTLY ASKED QUESTIONS

Q1: What is the Affordable Connectivity Program (ACP)?

The Affordable Connectivity Program (ACP), which replaces the Emergency Broadband Benefit (EBB) program, provides a discount of up to $30 per month toward internet 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. The ACP benefit is limited to one monthly service discount and one device discount per household. You may be eligible for the ACP based on your income or other qualifying criteria.

Q2: Who is eligible for the ACP?

A household* is eligible if a member of the household meets at least one of the criteria below:

  • Has an income that is at or below 200% of the federal poverty guidelines;
  • Participates in certain assistance programs, such as SNAP, Medicaid, Federal Public Housing Assistance, SSI, WIC, or Lifeline;
  • Participates in Tribal specific programs, such as Bureau of Indian Affairs General Assistance, Tribal TANF, or Food Distribution Program on Indian Reservations;
  • Is approved to receive benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision in the 2019-2020, 2020-2021, or 2021-2022 school year; or
  • Received a Federal Pell Grant during the current award year

*A household is a group of people who live together and share money (even if they are not related to each other). If you live together and share money, you are one household. If you either don’t live together or you don’t share money, you are two or more households.

Q3: What service is being offered with this program? Do I bring my own phone?

You can apply the $30 ACP discount and receive free mobile service if you choose the Unlimited Talk, Text and 7GB LTE Data Plan for Phones or the 7GB LTE Data Plan for Devices, or, when available, you may apply the $30 ACP discount to a different phone or connected device plan and pay the difference between the discount and the plan cost if the plan you choose is more expensive. Qualifying new customers will receive a Gen Mobile SIM card in the mail. Qualifying existing customers can have their discount applied to their Gen Mobile plan, or if the customer would like a new phone number/account, a Gen Mobile SIM card will be mailed to them.

The 7 GB ACP plan may include the following features:

    • Unlimited nationwide calling in the U.S.
    • Unlimited nationwide text
    • High-speed 5G/4G LTE data

Q4: How do I enroll?

New and current Gen Mobile customers who are eligible to enroll in the ACP if a member of the household qualifies under the ACP rules. Check to see if you qualify by starting your application here:

Q5: What phones are compatible with Gen Mobile?

Gen Mobile's ACP service runs the Nation's largest 5G/4G LTE GSM Network*.

Compatible phones and data devices include the following:

  • Most unlocked 5G/4G LTE VoLTE capable GSM-network phones or data devices
  • Unlocked AT&T, T-Mobile, Cricket Wireless, Simple Mobile, or Straight Talk phones and data devices
  • Most phones with SIM cards

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

Note: Your device must be unlocked, free from contract, and paid off before bringing it to Gen Mobile. Give your current carrier a call to check your device's status.

Q6: How do I check my coverage?

Gen Mobile's ACP service runs on the Nation's largest 5G/4G LTE GSM network. Click here to check coverage on our GSM network.

You can also call (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative everyday 7:00 a.m. to 5:30 p.m. PST to check coverage.

Q7: Can I keep my phone number?

Yes. Simply call 1 (833) 528-1380 or click here to chat with a Gen Mobile Customer Care representative to submit a number transfer/port request. You will need to provide the care rep the information below.

  • existing phone number
  • account number
  • account address
  • account PIN code

You may need to contact your current carrier for this information. Customers should NOT cancel their existing service until after the port is complete or they will lose their existing phone number.

 

Q8: Can I lose my ACP benefit?

It is possible for you to lose your ACP benefit if you no longer qualify under any of the federal benefit programs or if you do not use your ACP benefit at least once every 30 days. We will notify you if you do not have usage and you will have 15 days to use your Gen Mobile ACP plan or confirm with us that you still want to receive your ACP benefit.

Q9: Can I get more information about the ACP?

Q10: What if I have a complaint about my ACP benefit?

You can reach our customer care at 855-GEN-4ACP (855-496-4227) or the FCC’s helpline at Consumer Complaint Center 877-384-2575 or website.

For further information, please visit our T&Cs page.

NEED HELP?

+1 (833) 528-1380

NEED HELP?

+1 (833) 528-1380

* Gen Mobile's 7GB ACP plan offering can be modified upon prior notice and will terminate when the Federal ACP program ends.