ACP Wind Down - Possible Scenarios - Quest App

Starting February 8th, 2024, ACP applications and enrollments will not be processed anymore for new applicants. This means that only current ACP customers that receive the benefit through a different provider will be able to transfer their existing ACP enrollment to Safelink.

For this reason, when having to validate the applicants’ information against NLAD, there will be different outcomes depending on their situation. Following, we will see the different scenarios that may arise once the ACP verification takes place. 

Wind Down Message

Whenever a Street Team agent initiates the enrollment process through the Quest app, the pop-up below will be presented, which will indicate how the enrollment process will work, considering the current ACP situation.

All in all, applicants will be informed that they will only be able to transfer their ACP benefit from a different provider, if they already have the ACP benefit. Otherwise, they will not be able to enroll in ACP until congress extends the ACP funding. They will also find different channels’ contact information if they want to get more information.

New Possible Outcome Scenarios

Scenario 1 Customer can transfer their ACP Benefit

NLAD ACP verify confirms the customer is an active ACP enrollee with “Duplicate_Subscriber” result.

California and Texas

The customer will be presented with the “FreePhone” option and the ability to sign up for Lifeline + ACP’s plans as usual.

Note: The Qualification/activation depends on the LIFELINE enrollment to be approved first.

Rest of states

The customer will be presented with the “FreePhone” option and the ability to sign up for Lifeline + ACP’s plans as usual.

Note: The Qualification/Activation depends on the ACP enrollment to be approved first.

Scenario 2 Customer is new to ACP

NLAD ACP verify confirms the customer is NOT an active ACP enrollee.

California

The customer will be presented with the “FreePhone” option and the ability to sign up for Lifeline ONLY
plan.

Note: The Qualification/activation depends on the LIFELINE enrollment. No ACP enrollment is created.

Texas
The customer will be presented with no options to continue.

In this scenario, the only plan available would be Lifeline only, but since the state has no BYOP nor “FreePhone” for Lifeline, agents should instruct the customers that they cannot sign them up for the moment, based on the current ACP wind down situation.

Other States

The customer will be presented with no options to continue.

In this scenario, the only plan available would be Lifeline only, but since the state has no BYOP nor “FreePhone” for Lifeline, agents should instruct the customers that they cannot sign them up for the moment, based on the current ACP wind down situation.

No offers available message

For the scenarios where no offers are available, the Quest app will be showing the following message:

Note: the message is planned to be updated to show more information soon, and let the agent know that
there are no plans available to offer.

Exceptions

If the state has BYOP options available (for example Oklahoma), the customer will be presented with the Lifeline plan as an option but under BYOP option only. If the customer is determined to be living in an authorized Tribal Area, the customer will be presented with “FreePhone” option and Lifeline plan only