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California Lifeline Program

Every Month California LifeLine Participants Can Choose Between: 500 Minutes, 500 Text Messages, 500 MB Data
OR
500 Minutes, 500 Text Messages, 500 MB Data

The government assisted, California LifeLine Program, is subject to the following conditions: Plans are non-transferable, Proof of income or program participation, Limit 1 Lifeline benefit per household (Wireline or Wireless Service)

There Are New Changes to the California LifeLine Program (click for details)

The California LifeLine Program is a government assistance program that started in 1985 to help households, at or below the poverty level line, afford a means of communication. Qualified customers will recieve 500 Voice Minutes, 500 Text Messages, 500 MB of Data and 100 international Voice Minutes each month. With cell phones as the primary means of communication throughout the country and the world, nobody should live without one. The California LifeLine program is available today through Airvoice Wireless. Apply Today.

Included at no cost to California LifeLine customers:
500 Minutes 500 Text Message 500 MB 100 INT
911/E911 Access Voicemail Account Caller ID Call Waiting
3 Way Calling Text Messaging Call Forwarding Free Calls to Customer Service

Need More Calls, Text or Data?

Add additional data or international messaging to an existing California LifeLine account at an affordable rate

.
Additional Airtime:
Payment Amount **Data Allotment
$5 additional airtime 200 MB
$10 additional airtime 400 MB
$20 additional airtime 800 MB
$30 additional airtime 1.2 GB
$50 additional airtime 2 GB
Rates:
International SMS/MMS = $0.10 Each
Data: $0.025 per MB

**If only data is utilized

*Compatible phone required to use MMS and Data features

California LifeLine Eligibility

Low-income residents of California who meet the specific guidelines set forth by the federal government have the opportunity to receive discounted home phone and cell phone services.

California’s Lifeline Program allows qualified residents to receive a free government cell phone, as well as unlimited texts, unlimited voice calls and 500 MB of high-speed 3G data per month.

FeelSafe Wireless is able to offer these government-assisted wireless phone services for qualifying individuals; for more information, please visit our Frequently Asked Questions.

Contact us at 877-247-7799 for more information regarding a free cell phone in California or to apply now!


  • Calfresh, food stamps, or supplemental nutrition assistance program (SNAP)
  • Medicaid/Medi-cal
  • Federal Public Housing Assistance or Section 8
  • National School Free Lunch Program (NSLP)
  • Bureau of Indian Affairs General Assistance
  • Supplemental Social Security (SSI)
  • Temporary Assistance for Needy Families (TANF)
  • California work opportunity and responsibility to kids (CALIWORKS)
  • Stanislaus County work opportunity and responsibility to kids (STANWORKS)
  • Welfare-To-Work (WTW)
  • Greater Avenues for Independence (GAIN)
  • Low-income home energy assistance program (LIHEAP)
  • Women, infants and children (WIC)
  • Tribal TANF
  • Food Distribution Program on Indian Reservations
  • Head Start Income Eligible (Tribal Only) Proof or participation or household income is required to get service. In order to maintain your LifeLine Service, you must verify your enrollment information annually.
  • Veterans pension or survivors pension.

You can also qualify for California LifeLine if your household's total annual gross income is at or less than these annual income limits:


California LifeLine Annual Income Limits
*Effective June 1, 2017 to May 31, 2018
1 - 2 members $26,400
3 members $30,700
4 members $37,300
For each additional member Add $6,600

Proof of Participation or Household income is required to get service. In order to maintain your LifeLine Service, you must verify your enrollment information annually.

LifeLine Service, you must verify your enrollment information annually.

  • LifeLine is a government benefit program, and consumers who willfully make false statements in order to obtain the benefit can be punished by fine or imprisonment or can be barred from the Program. LifeLine Service is Non-Transferable.

In order to maintain your LifeLine Service, you must verify your enrollment information annually.


For more information or to see if you qualify in Kentucky:

Service Availability

Service is available only if you are within the Feel Safe Wireless GSM coverage area. Service may be interrupted due to system capacity limitations and system repairs or modifications. Service is subject to limitation or interruption caused by weather, terrain, obstructions such as trees or buildings and other conditions. Feel Safe Wireless is not responsible for time lost or days lost for interruption of service caused by above mentioned. There will be no credits or refunds issued for any reason.


Use of Device

Only Certified & Approved Unlocked 850/1900 MHz GSM phones are compatible with Feel Safe Wireless service.


Right to Terminate Service

We reserve the right to cancel, interrupt or restrict service to your number, without notice if we suspect fraudulent, illegal or abusive activity, abnormally high amounts of usage, failure to maintain an appropriate account balance for applicable charges, for harassing our employees and/or harassing other Air Voice customers. Some examples of fraudulent activity include Traffic Pumping and Spam Messaging. We reserve the right to cancel accounts for fraudulent activity based on voice calls, SMS, MMS and data usage.


Release of information

Feel Safe Wireless may release information about your account when we believe release is appropriate to comply with the law (i.e. subpoena, court order, E911 information, etc.). There will be no call histories released to customers for any reason.


PUK Codes

Please contact our US based customer service at 1-877-247-7799 if your phone asks for a PUK code. Do not attempt guessing any codes because it will disable your SIM card.


Phone Codes

If your phone is asking for ANY codes you are not aware of, do not attempt guessing any codes because it may disable your SIM card. You will need a new Non-Active Feel Safe Wireless SIM card if you disable your SIM card.


Account Information

Any person that is able to verify your mobile number, SIM card number and/or account information is authorized by you to make changes to your account.


Ability to change services

You will have the ability to change from one Feel Safe Wireless rate plan to another upon request if proper verification is provided. Please contact our US based customer service at 1-877-247-7799.


Cancellation Policy

Cancellation requests should be put in writing, faxed to (248) 239-0182. You will lose any remaining airtime on your account. Feel Safe Wireless will not provide a refund or credit for any remaining airtime lost.


Porting Policy

You are able to port your number out of Feel Safe Wireless to other carriers. Feel Safe Wireless does not guarantee that number transfers to or from our company will be successful. If you request to port your number out to another company, that is considered a request by you to us to terminate all of the services associated with that number. Your remaining airtime will be forfeited and you will not receive a credit for the remaining balance. Feel Safe Wireless will not release your wireless number to another carrier without proper verification. If you are attempting to change service providers, you will need to verify your four-digit pin as well as your Feel Safe Wireless SIM card number, which is your account number, in order to transfer your account. Your account must be in an active status in order to port out.


Charges

You will be billed regular airtime charges for calls made to 800, 866, 877, 888 and all other toll free calls. Domestic long distance calls will be billed at regular airtime charges. Calls to international numbers will be billed at a higher rate (call customer service for rates). For all calls, the length of the call will be measured during the time that you are connected to our system, which is approximately from the time you press “SEND” or other key to begin a call until approximately the time you press “END” key to terminate the call. Airtime usage on each call is deducted in full minute increments, with partial minutes of use rounded up to the next full minute. Unanswered calls lasting 30 seconds or more will be charged standard airtime and rounded up to the nearest minute. Features such as call waiting, 3-way calling, call forwarding and voicemail will incur applicable airtime charges.


Account Balance

All calls will be automatically deducted from your account balance. Balances are not transferable or refundable. Airtime cannot be moved from one phone number to another phone number. You should take reasonable efforts to safeguard your phone and Refill airtime cards. Refill Airtime expires “X” amount of days after a refill card is added to your account whether you use the airtime or not.


Use of Service/Rates

International rates vary and are subject to change without notice. It is always best to contact customer service for up to date rates and available countries. You cannot use our service to place calls to numbers that begin with 500, 700, 855, 900 or 976. You cannot use the service to place operator assisted calls such as third party billed, and collect calls. If you are unable to successfully place a call out, attempt dialing with 1 + the area code + the 7-digit number. It is highly recommended that you power cycle your phone at least once per day to help re-register our phone within the Network.


Disputes

All disputes must be submitted within 30 days. Feel Safe Wireless is not responsible for disputes that occurred more than 30 days from the date of the dispute.


Multimedia Messaging

This service will only work if used with a compatible handset, the required feature code on the account and on handsets that are properly configured with Feel Safe Wireless MMS settings. Feel Safe Wireless is not responsible if you are unable to download, or save ringtones, games or other multimedia content to your wireless device. The Feel Safe Wireless Talk, Text & MMS with Data service provides you with the ability to send and receive MMS messages as a combination of text, photos, animations, video or sound on compatible handsets. Not all MMS handsets support all features of the service. MMS customers cannot send and receive messages in MMS format with other mobile customers who do not have an MMS compatible handset and/or are not activated for MMS. If an MMS message is sent to a mobile handset that cannot receive the message in MMS format, the recipient of the message will be sent a text message telling the recipient their message can be viewed online. The recipient will need to have an SMS compatible handset and service to receive this message. The recipient can access the message via the website for up to 7 days before deletion. There may be a delay between when a message is sent and when it is received. Feel Safe Wireless accepts no liability for any loss or damage as a result of a delay in receiving a message, a message not being secure or non delivery of a sent message. Recipients of your sent message must be within the coverage of their participating supplier’s mobile network to receive a Multimedia message.


Mobile Web/Data

This service will only work on compatible handsets that offer a web browser, the required feature code on the account and on handsets that are properly configured with Feel Safe data settings. Air Voice will not credit back internet usage time for any reason. You are allotted a certain amount of data per 30 day period based on your selected rate plan. A data session consists from the time you access the internet via the mobile device until you terminate the session. Each data session is billed in use per KB. There are 1024 KB in one MB. Multiple sessions can be initiated within a 24 hour period and each will be considered part of your data allotment (depending on your plan) as independent events. You are responsible for ending each data session. If you fail to end a session, the internet will still be considered connected on your device, and will be counted as part of your data allotment (depending on your plan). Failure to log off of the internet will result in depletion of your internet usage time, and will not be credited back to you by Feel Safe Wireless for any reason. If you use your monthly data allotment before the expiration period, you may purchase a Feel Safe Refill card and be billed $0.025 per MB of data used. Feel Safe Refill cards can be purchased on the www.FeelSafeWireless.com website. Customers can also purchase refills via Customer Service by dialing 611 from your Feel Safe phone.

For plans with 1 GB of data or more, data allotments are split in half and provided at two different speeds. The first half of the data allotment is provided in high speed and the second half of the data allotment is provided in a reduced speed. For example, on the $30 plan, you will receive the first 500 MB of data at high speed. Once you complete the first 500 MB of data, the next 500 MB of data will automatically be switched to a reduced speed. After a refill is added on the $50 plan, you will receive the first 2.5 GB of data at high speed. Once you complete the first 2.5 GB of data, the next 2.5 GB of data will automatically be switched to a reduced speed.

After the first 500 MB of data, we have the right to slow down the speed of data browsing upon our own discretion at anytime during your 30 day cycle. You may attempt to download ringtones, games or other multimedia content to your wireless device. You will still be charged for data used when attempting to download multimedia content, even if you are unable to save the content to your phone. Air Voice will not issue any credits for this reason. Please note, although you may attempt to view any webpage using your mobile phone, not all websites are formatted for mobile devices. You may experience delays when attempting to load certain websites, especially those that are not formatted for wireless devices or contain graphic content. Air Voice Wireless is not responsible for slow loading time when using data services, and will not issue credits for this reason.


Wi-Fi

When using Wi-Fi, you will need to turn OFF your Cellular Data Network Setting on your handset. If you do not turn off the cellular data network setting on your handset, you will be charged for internet usage even if you are using Wi-Fi because it will still be considered Cellular Data Usage. Turning off the Cellular Data Network Setting will ensure you will strictly be using Wi-Fi and that you are not connected to the Cellular Data Network.


Air Voice’s Right to Terminate Accounts for Fraudulent Activity

Air Voice Wireless reserves the right to discontinue service to customers we feel are using our service in excess, or in any way that negatively impacts our network., as well as our ability to provide service to the larger group of customers who do not abuse the service. Some examples of fraudulent activity include Traffic Pumping and Spam Messaging. We reserve the right to cancel accounts for fraudulent activity based on voice calls, SMS, MMS and data usage.


Excessive Usage

Feel Safe Unlimited plans are intended for personal use for the average phone user. Feel Safe Wireless reserves the right to cancel any account that has abnormally high amounts of usage.


California LifeLine Activation Fee

Each Feel Safe Wireless California LifeLine plan is subject to a non-recurring $39.00 activation fee when initiating service with the Company or changing service from another provider to the Company. The fee is charged to a customer’s account at activation; however, if the customer is approved for California LifeLine by the California LifeLine Administrator, and is either (1) establishing California LifeLine service for the first time, or (2) switching from another California Lifeline service provider, whether wireline or wireless, to Feel Safe Wireless, the customer will receive a $39.00 discount back to the LifeLine customer’s account. The California LifeLine fund will pay for no more than two activation/conversion fees per household per year (whether with the Company or any other wireless service provider) pursuant to D. 17-01-032. Feel Safe Wireless (not the customer) will be responsible for any California LifeLine participant’s activation fee that is not eligible for reimbursement from the LifeLine fund.


Hotlining

Feel Safe Wireless reserves the right to redirect a customer’s attempt at an outgoing call directly to customer service (“hotline” or “hotlining”) in instances when a customer’s phone service may otherwise be in jeopardy if they do not speak to a customer service representative. Feel Safe Wireless may engage in hotlining in the event a customer’s LifeLine application comes back with a denial requesting more information, or during annual recertification of LifeLine eligibility.


Eligibility

Eligibility for Feel Safe Wireless service varies by state. You may qualify for Feel Safe Wireless if you participate in any government assistance programs listed on your Feel Safe Wireless state application form or based on household income eligibility standards. In California, the California Public Utilities Commission develops the eligibility requirements for qualified households to receive the California LifeLine discounts. The eligibility requirements can be found online at the following web addresses: http://www.cpuc.ca.gov/lifeline/ and https://www.californialifeline.com/en/eligibility_requirements.


Eligibility is Personal

Eligibility for Feel Safe Wireless is personal and cannot be transferred to any third party, including any rights or benefits received under Feel Safe Wireless service, which includes and is not limited to any voice minutes received under Feel Safe Wireless service..


California LifeLine Enrollment and Transfer Freeze Limitations: Beginning June 1, 2017.

the California LifeLine Program (“California LifeLine”) has two new limitations on consumers requesting the California LifeLine discounts for phone services:

New Limitation #1: 30-Day Waiting Period for an Enrollment Request for the California LifeLine Discounts for Cell Phone Service (“Enrollment Freeze”).

When a consumer submits an enrollment request to receive the California LifeLine discounts for cell phone service the consumer has to wait up to 30 days to submit another enrollment request. A consumer CANNOT have multiple enrollment requests for the California LifeLine discounts for cell phone service going at the same time. The 30-day waiting period ends when either (1) the California LifeLine Administrator sends the final eligibility decision, (2) the enrollment request is cancelled, or (3) the 30 days have passed since the enrollment request, whichever occurs first. After the 30-day clock stops, a consumer may then submit another enrollment request for the California LifeLine discounts for cell phone service, as applicable. A consumer can independently cancel an enrollment request by contacting the California LifeLine Administrator by phone at 877-858- 7463 or going to Check Your Status at www.californialifeline.com. The cell phone company can also cancel an enrollment request.

New Limitation #2: 60-Day Freeze for Transferring the California LifeLine Discounts for Phone Services (“Transfer Freeze”).

Once the California LifeLine Administrator approves the applicant’s eligibility to receive the California LifeLine discounts, the California LifeLine participant has to keep the California LifeLine discounts with the same phone company for 60 days. The 60-day clock begins when the California LifeLine discounts start. After staying with the same phone company for 60 days, the California LifeLine participant may choose to remain with the same phone company or to change to a different phone company while keeping the California LifeLine discounts. This requirement means that the California LifeLine participant can only transfer the California LifeLine discounts to a different phone company once every 60 days. Transferring the California LifeLine discounts to a different phone company restarts the 60-day clock.

The California LifeLine participant MAY cancel phone service or switch phone companies at any time. However, if the California LifeLine participant is still within the 60-day clock and cancels the phone service or switches phone companies, then the California LifeLine participant will stop receiving the California LifeLine discounts. However, there are ways to transfer the California LifeLine discounts to a different phone company sooner, which are as follows:

  1. The California LifeLine participant moves to a new address;
  2. The phone company no longer offers phone service or otherwise fails to provide phone service;
  3. The phone company charged late fees greater than the monthly out of pocket cost for the phone service; or
  4. The phone company was found in violation of either the California LifeLine Program’s, the California Public Utilities Commission’s, or the Federal Communications Commission’s rules and that rule violation impacted the California LifeLine participant.

How to Transfer the California LifeLine Discounts Before the 60-Day Clock Ends When the Phone Company Fails to Provide the California LifeLine Discounted Service.

A California LifeLine participant is entitled to a voice-grade connection. If the California LifeLine participant is experiencing a service failure, the California LifeLine participant should immediately inform the phone company of the service failure so the phone company can try and resolve the service failure. If the phone company does not resolve the service failure, the California LifeLine participant can request an exception to the discount transfer freeze due to a service failure (also called a “service failure exception”). Before requesting a service failure exception, the California LifeLine participant should immediately inform the phone company of the service failure. Examples of what would NOT constitute as a failure to provide cell phone service include the following:

  1. The California LifeLine participant’s dissatisfaction with the feature(s) of the service, the service rate(s), or the quality of customer service.
  2. The California LifeLine participant’s confusion about the phone service plan.
  3. Another cell phone company is offering a better handset. If the handset works and the cell phone service has coverage where needed, then a “better” handset is not a service failure.
  4. The California LifeLine participant wants a handset upgrade provided by the cell phone company.
  5. The California LifeLine participant breaks or otherwise damages the handset provided by the cell phone company, which renders the handset as non-operable.
  6. The California LifeLine participant loses the handset provided by the cell phone company.
  7. The handset provided by the cell phone company was stolen.
  8. The California LifeLine participant lacks understanding or knowledge to utilize the handset provided by the cell phone company.

A California LifeLine participant can contact the California LifeLine Administrator by phone at (877) 858-7463 or going to Check Your Status at www.californialifeline.com to request a service failure exception to the discount transfer freeze. The California LifeLine Administrator will then determine whether it is appropriate to start the exception process. If the California LifeLine Administrator grants the exception order, the California LifeLine participant can transfer the California LifeLine discounts to a different phone company prior to the discount transfer freeze ending.

A California LifeLine participant MUST DO these 4 things for the California LifeLine Administrator to grant the exception order:

  1. Give the existing phone company an opportunity to resolve the service failure;
  2. Order a service failure exception from the California LifeLine Administrator;
  3. After the phone company’s opportunity lapses to resolve the service failure, confirm that the service failure still exists – a California LifeLine participant has one (1) week to submit this confirmation; and
  4. Contact a different phone company and ask to receive phone service with the California LifeLine discounts; the preferred phone company will submit the transfer request on the California LifeLine participant’s behalf to the California LifeLine Administrator.

Does Feel Safe Wireless offer California LifeLine discounts to all customers?

Feel Safe Wireless offers California LifeLine discounted services on a non-discriminatory basis to any customer residing within the service territory where the Company offers retail wireless telephone services. Feel Safe Wireless will only provide California LifeLine discounts to participants that are found eligible for California LifeLine Service by the California LifeLine Administrator.

Which public assistance programs qualify me for a LifeLine benefit in California?

You may qualify for Feel Safe Wireless if you participate in any government assistance programs listed on your Feel Safe Wireless state application form or based on household income eligibility standards. In California, the California Public Utilities Commission develops the eligibility requirements for qualified households to receive the California LifeLine discounts. The eligibility requirements can be found online at:http://www.cpuc.ca.gov/lifeline/ and https://www.californialifeline.com/en/eligibility_requirements.

Are Feel Safe Wireless California LifeLine participants required to purchase bundled plans with video, data, and/or other services to receive California LifeLine discount?

No.

What handsets does Feel Safe Wireless offer to California LifeLine Participants?

Feel Safe Wireless provides a free handset to California LifeLine participants (limited to one per customer per year). Handsets are brand new, not refurbished. However, if a California LifeLine participant desires to purchase a different handset or is not entitled to a free handset, Feel Safe Wireless will offer all handsets to participants on the same basis as the Company’s retail customers.

Does Feel Safe Wireless provide a voice-grade connection?

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; a customer does not pay more for making a domestic long distance call than for a call within their local exchange area.

What happens if a California LifeLine participant fails to receive a voice-grade connection and notifies the service provider?

California LifeLine participants are entitled to a voice-grade connection. If a California LifeLine participant fails to receive a voice-grade connection and notifies Feel Safe Wireless, Feel Safe Wireless will (1) promptly restore the voice-grade connection, or if not possible, (2) provide telephone service to that participant using a different technology if one is available from Feel Safe Wireless and if the participant agrees. However, if a voice-grade connection cannot be provided, the participant may contact Feel Safe Wireless to terminate California LifeLine Service without penalty.

Are there times when my service may not work?

Service is subject to transmission limitations caused by certain equipment and compatibility issues, atmospheric, topographical and other conditions, as well as proximity. Service can only be available when in range of a transmission source, which you should be aware of when leaving your home area. Service is dependent on radio towers which require electricity to operate and could become non-functional in the event of a power outage if backup power is not available or runs out. Further, service may be temporarily refused, limited, interrupted or curtailed due to system capacity limitations, technology migration or limitations imposed by the Carrier, or because of equipment modifications, upgrades, repairs or relocations or other similar activities necessary or proper for the operation or improvement of the Carrier's radio telephone system. Neither Feel Safe Wireless, nor any Carrier, shall have any liability for service failures, outages or limitations of Service.

Is there an activation fee for California LifeLine Participants?

Each Feel Safe Wireless plan is subject to a non-recurring $39.00 activation fee when initiating service with the Company or changing service from another provider to the Company. The fee is charged to a customer’s account at activation; however, if the customer is approved for California LifeLine by the California LifeLine Administrator, the customer will receive a $39.00 discount back to the LifeLine customer’s account.

What happens if I decide to terminate my California LifeLine Service shortly after activation?

California LifeLine participant may terminate service within 14 days of service activation or at any other time for any reason without incurring early termination fees. If a California LifeLine participant terminates service within three days of service activation, excluding national holidays, applicable service connection charges and deposits, if there were any, would be refunded. However, Feel Safe Wireless California LifeLine Service does not require payment of a service connection charge or deposit by a customer who is found eligible for California LifeLine Service by the California LifeLine Administrator.

As a California LifeLine participant, can I pay my phone bill in person without being assessed a fee?

Feel Safe Wireless is a prepaid service provider that does not bill its customers. No fee is assessed to a customer when adding value to their prepaid customer account.

Are calls to 911 and Feel Safe Wireless Customer Care free and unlimited for California LifeLine participants? Do they count against my allotted voice minutes or number of calls?

Calls to 911 and Feel Safe Wireless Customer Care are free and unlimited for Feel Safe Wireless California LifeLine participants, and they do not count against allotted voice minutes or number of calls.

Pursuant to D. 17-01- 032, effective January 19, 2017, The California LifeLine fund will pay for no more than two (2) activation/conversion fees per household per year (whether with the Company or any other wireless service provider) Feel Safe Wireless (not the customer) will be responsible for any California LifeLine participant’s activation fee that is not eligible for reimbursement from the LifeLine fund.

Are there standards for 911 emergency services location accuracy and reliability?

Your handset will be able to place calls to 911 even if you have no minutes available. It is advised, by Public Safety Officials, that you should be prepared to provide information about your location when making a 911 or other emergency call. Wireless service, unlike landline phones, uses less reliable methods to place calls and to determine your phone number and location. Network coverage can be adversely affected by weather, structures, buildings, geography, etc. Because of these factors, emergency operators may not be able to determine your location or your phone number, or, you may not be able to complete a call at all. Occasionally, callers may attempt to call 911 in areas where there is no wireless coverage. If there is no wireless coverage, your call to 911 may not go though and you should dial 911 from the nearest landline phone. Enhanced 911 service, also known as E911, relies on GPS technology to obtain location information. This service is dependent on a number of factors such as the abilities of the local emergency authorities, GPS ability of your phone, whether your GPS enabled handset has GPS turned on, and your phones ability to obtain a GPS Satellite signal which can be impaired by being indoors, weather, etc. Even when available, E911 does not always provide accurate location information.

What is the fee for accessing 800 or 800-like toll-free services?

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

Does Feel Safe Wireless provide free access to the California Relay Service via 711?

Yes. Feel Safe Wireless California LifeLine participants have free access to California Relay Service via 711. Associated calls using the 711 relay service may count against minutes.

Does Feel Safe Wireless provide access to two California LifeLine discounted telephone lines to Deaf and Disabled Telecommunications Program participants?

Yes, Feel Safe Wireless will provide access to two California LifeLine discounted telephone lines to participants in the Deaf and Disabled Telecommunications Program.

What happens if Feel Safe Wireless discontinues its participation in the California LifeLine Program?

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

Will my Feel Safe Wireless device work on another provider’s network?

Feel Safe 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, it may not accept wireless service from another carrier.

What happens after I receive my phone at a Feel Safe Wireless event or location?

Even if Feel Safe Wireless provides a handset directly to you when you apply for LifeLine service, this does not mean the LifeLine application process is complete. After you receive your phone, you will have free unlimited promotional minutes and texts that you can use as normal until your LifeLine application has been approved. We will notify you via text message when the California third-party administrator has approved your LifeLine application and verified your eligibility. Once your LifeLine application has been approved and your eligibility verified, you will be placed on the LifeLine plan you chose at the time of enrollment.

If your LifeLine application comes back with a denial requesting more information, we will reach out to you and/or direct you to Feel Safe Wireless customer service when you attempt an outgoing call, in order to gather the additional information required. If your LifeLine application comes back with a firm denial, you will be switched to the retail plan of your choice or you can choose to cancel wireless service with Feel Safe Wireless and mail back your handset to Feel Safe Wireless headquarters.

What happens when the Feel Safe Wireless handset is removed from the home?

When you remove your Feel Safe Wireless handset from your home, other family members in your household may not be able to reach 911 emergency services.

How long after enrollment must I wait to submit another enrollment request or transfer my service to another LifeLine provider?

Beginning June 1, 2017, the California LifeLine Program has two (2) new limitations impacting consumers who are interested in receiving the California LifeLine discounts for phone services. The 1 st new limitation requires a consumer who submits an enrollment request to receive the California LifeLine discounts for cell phone service to wait up to thirty (30) days to submit another enrollment request. You CANNOT have multiple enrollment requests for the California LifeLine discounts for cell phone service going at the same time. The 30-day waiting period ends when either (1) the California LifeLine Administrator sends the final eligibility decision, (2) the enrollment request is cancelled, or (3) the 30 days have passed since the enrollment request, whichever occurs first. After the 30-day clock stops, you may then submit another enrollment request for the California LifeLine discounts for cell phone service, as applicable. You can independently cancel an enrollment request by contacting the California LifeLine Administrator by phone at (877) 858-7463, or by going to Check Your Status at www.californialifeline.com. Feel Safe Wireless or an applicable cell phone company can also cancel an enrollment request.

The 2 nd new limitation requires that, once the California LifeLine Administrator approves your eligibility to receive the California LifeLine discounts, you have to keep your California LifeLine discounts with the same phone company for sixty (60) days. The 60-day clock begins when the California LifeLine discounts start. After staying with the same phone company for 60 days, you may choose to remain with the same phone company or to change to a different phone company while keeping the California LifeLine discounts. This requirement means that you can only transfer your California LifeLine discounts to a different phone company once every 60 days. Transferring your California LifeLine discounts to a different phone company restarts the 60-day clock.

You MAY cancel your phone service or switch phone companies at any time. However, if you are still within the 60-day clock and you cancel your phone service or switch phone companies, then you will stop receiving the California LifeLine discounts. There are ways to transfer your California LifeLine discounts to a different phone company sooner such as you move to a new address or your phone company fails to provide phone service. To learn more, go to Program Guidelines at www.californialifeline.com.

Who can I contact if I have a complaint?

You can always contact Feel Safe Wireless Customer Service if you have any questions, concerns, or complaints by dialing 611 from your Feel Safe Wireless phone or by dialing Feel Safe Wireless’ toll-free number 877-247-7799. However, you may also contact the California Public Utilities Commission’s Consumer Affairs Branch: by telephone 1-800-649-7570 (Monday – Friday, 8:30am – 4:30pm); or by mail CPUC Consumer Affairs Branch, 505 Van Ness Ave., San Francisco, CA 94102.

SCHEDULE OF RATES AND CHARGES FEATURES AVAILABLE ON ALL FEEL SAFE WIRELESS PLANS

Service Feature Name Service Feature Definition LifeLine Service Feature Rate and Charge Service/Feature Restrictions
3-Way Calling A feature that allows you to add another participant to an existing call.1 $0.00 None
Caller ID A feature that alerts you to an incoming call and allows you to see the number from which the call is originating $0.00 None
Call Waiting A feature that alerts you to an incoming call while you're on a call and allows you to switch between the two calls.1 $0.00 None
Call Forwarding A feature whereby all calls to your mobile phone number redirect automatically to another number that you designate.1 $0.00 None
Voicemail A feature that lets a caller leave a message or access other available options if a line is busy or not answered.1 $0.00 None
Toll Blocking A feature to limit toll spending thresholds on plans that are not unlimited.1 $0.00 Note: once toll limits have been reached, only calls to 611 and 911 are permitted.
International Long Distance (ILD) Blocking A feature where outbound calls are blocked to international destinations. $0.00 Note: international long distance is blocked by default. Customers would have to purchase an ILD card and call an access number to place international calls.
900 / 976 Call Block A feature where outbound calls are blocked to 900 and 976 numbers. $0.00 None
1No charge for feature, but standard airtime is deducted based on call duration.
Local Calls Any call, text message or other connection made to a location in your local calling area. * Local calls will be charged at Airtime / Voice per minute rates unless the plan has unlimited Airtime / Voice minutes associated with it. None
Long Distance Any call, text message or other connection made to a location outside your local calling area. * Long distance will be charged at Airtime / Voice per minute rates unless the plan has unlimited Airtime / Voice minutes associated with it. None
211 - Information Referral Service Information Referral Service $0.00 None
311 - Government Information Non-emergency government service information. $0.00 None
411 - Directory Services 411 gives you access to telephone numbers and addresses of business, government, and residential listings. None Note: Direct 411 access is unavailable. Customers can call 1-800-FREE411 for directory services.
511 - Transportation Information Non-emergency government service information. $0.00 None
611 - Customer and Repair Service Customer service and repair information $0.00 None
711 - TRS Relay Access FCC adopted use of the 711 dialing code for access to Telecommunications Relay Services (TRS). $0.00 Note: Only the call to the 711 relay service is not counted against minutes but minutes associated with the call made using the 711 relay service will be deducted.
811 - Call Before You Dig (CBUD) Information CBUD information to protect pipes. $0.00 None
911 - Emergency Services Emergency call number based on location information available $0.00 Note: Only the call to the 711 relay service is not counted against minutes but minutes associated with the call made using the 711 relay service will be deducted.
0 - Operator Services Live Live Operator1 $0.00 None
0 - Operator Services Automated Automated Operator1 $0.00 None
0 - Operator Services Person-to-Person Person-to-Person Operator Assisted1 $0.00 None
Deaf / Disabled Service Second line available to deaf and disabled LifeLine Subscribers. Based on plans selected Note: Available to qualified deaf or disabled qualified LifeLine Subscribers.
Deposit for Service A refundable charge due at service activation $0.00 N/A
Activation Fee A non-recurring charge to activate service or transfer from another service provider $39.00 Activation Fee A non-recurring charge to activate service or transfer from another service provider $39.00 This one-time fee will be charged to the customer’s account at activation; however, if the customer is approved for California LifeLine, the customer will receive a $39.00 discount.2
Cell Phone Fee A charge to obtain a handset. $0.00, or up to retail price (based on phone selected) Cell Phone Fee A charge to obtain a handset. $0.00, or up to retail price (based on phone selected) Limit of one free handset per California LifeLine customer per 12-month period.
Restocking Fee A charge to return handset $0.00 None
Credit Card Fee A charge applicable to credit card transactions over the phone. $2.49 Note: Fee only applies to credit card transactions over the phone.
1No charge for feature, but standard airtime is deducted based on call duration.
2The California LifeLine fund will pay for no more than two activation/conversion fees per household per year (whether with the Company or any other wireless service provider) The Company (not the customer) will be responsible for any California LifeLine participant’s activation fee that is not eligible for reimbursement from the LifeLine fund.
Plan Name Plan Includes Regular Plan Charge LifeLine Plan Charge* Additional Charges California LifeLine Eligible
Unlimited Talk & Text Plan(Unbundled) Unlimited voice minutes
Unlimited text messages
$23.00 Non-Tribal: $0.00
Tribal: N/A
Available with purchase of refill card
($0.10 per International Message; $0.025 per MB Data)
Eligible
Unlimited Talk & Text w/ 500 MB Data Unlimited voice minutes
Unlimited text messages
Unlimited MultiMedia Messages
500 MB Data
$23.00 Non-Tribal: $0.00
Tribal: N/A
Available with purchase of refill card
($0.10 per International Message; $0.025 per MB Data)
Eligible
Unlimited Talk & Text w/ 1 GB Data Unlimited voice minutes
Unlimited text messages
Unlimited MultiMedia Messages
1 GB Data
$30.00 Non-Tribal: $7.00
Tribal: N/A
Available with purchase of refill card
($0.10 per International Message; $0.025 per MB Data)
Eligible
Unlimited Talk & Text w/ 5 GB Data Unlimited voice minutes
Unlimited text messages
Unlimited MultiMedia Messages
5 GB Data
$50.00 Non-Tribal: $27.00
Tribal: N/A
Available with purchase of refill card
($0.10 per International Message; $0.025 per MB Data)
Eligible
TRIBAL PLAN Unlimited Talk & Text w/ 2.5 GB Data Unlimited voice minutes
Unlimited text messages
Unlimited MultiMedia Messages
2.5 GB Data
$48.00 Non-Tribal: $0.00
Tribal: N/A
Available with purchase of refill card
($0.10 per International Message; $0.025 per MB Data)
Eligible

* Reflects plan charge after California LifeLine subsidy, federal LifeLine subsidy and any applicable tribal subsidy or additional company discount are applied.