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Having trouble with your internet connection or have questions about how something works? If you’re having technical issues, here are a few suggestions to help get you up and running again. If the issue persists, don’t hesitate to call our repair line at the bottom of this page. We’ll figure this out together.

Financial Assistance Programs

You may qualify for a reduction on your Pioneer Connect bill, and other services!

Did you know that many customers may qualify for programs that will help reduce their monthly phone bill? At Pioneer, we’ll go the extra mile to make sure you get the services you need, at a price that works for you. Read on to explore the different financial assistance programs you may qualify for.

Affordable Connectivity Program (ACP)

The Affordable Connectivity Program (ACP) helps low-income households pay for broadband service and internet connected devices.

WHAT IS THE AFFORDABLE CONNECTIVITY PROGRAM?

The Affordable Connectivity Program (ACP) is a Federal Communications Commission (FCC) program that replaces the Emergency Broadband Benefit Program (EBB Program) to help low-income households pay for internet service and connected devices.

If your household is eligible, you can receive:

  • Up to a $30/month discount on your internet service
  • Up to a $75/month discount if your household is on qualifying Tribal lands
  • A one-time discount of up to $100 for a laptop, tablet, or desktop computer (with a co-payment of more than $10 but less than $50)

Only one monthly service discount and one device discount is allowed per household. To receive the connected device discount, consumers need to enroll in the ACP with Pioneer Connect or another participating provider. The discount will be provided by Pioneer Connect or other service provider.

Household eligibility

Based on Your Income

  • You can get ACP if your income is 200% or less than the Federal Poverty Guidelines (see the table here). The guideline is based on your household size and state.

If You Participate in Certain Government Assistance Programs Such As SNAP, Medicaid, WIC, or Other Programs

You can qualify for ACP if you (or someone in your household) participate in one of the following programs:

  • Supplemental Nutrition Assistance Program (SNAP), formerly known as Food Stamps
  • Medicaid
  • Special Supplemental Nutrition Program for Women, Infants, and Children (WIC)
  • Supplemental Security Income (SSI)
  • Federal Public Housing Assistance (FPHA)
  • Veterans Pension and Survivors Benefit
  • Free and Reduced-Price School Lunch Program or School Breakfast Program, including at U.S. Department of Agriculture (USDA) Community Eligibility Provision schools in the 2019-20, 2020-21, or 2021-22 school year
  • Received a Federal Pell Grant in the current award year

If You Already Receive a Lifeline Benefit

  • Lifeline is a Federal Communications Commission program to help make communications services more affordable for low-income consumers. If you currently receive a Lifeline benefit, you automatically qualify for the ACP, and you can receive both benefits at the same time. You can apply your ACP benefit and your Lifeline benefit to the same or separate services. Call Pioneer Connect to learn how to start receiving ACP discounts.

Qualify Through Your Child or Dependent

  • Any member of your household can make your household eligible if they participate in one of the programs above. For example, if your child or dependent participates in the Free and Reduced-Price School Lunch Program or is enrolled in a USDA Community Eligibility Provision school, your household qualifies for the ACP benefit.

When and where can I sign up for the ACP?

The program has been authorized by the FCC, and begins January 1, 2022. Households already participating in the Lifeline program automatically qualify but will need to enroll through Pioneer Connect or another service provider. Other households wishing to apply must determine eligibility through Affordable Connectivity Program National Verifier.

To access the application and get more information on the ACP, please visit acpbenefit.org

 

Lifeline and Oregon Telephone Assistance Program (OTAP)

What’s included?

Pioneer Connect is a participating service provider of the Oregon Telephone Assistance Program (OTAP) and the federal Lifeline program. These government assistance programs reduce the monthly cost of phone or broadband service for a qualifying low-income household. OTAP/Lifeline subscribers receive the same residential service as a regular subscriber, but at a reduced monthly recurring rate.

Eligible customers can get one OTAP/Lifeline discount (phone or Internet, but not both) per household, not per person, and a household can get an OTAP/Lifeline discount from only one provider. OTAP/Lifeline discount is non-transferable.

Who qualifies for this program?

According to the Public Utility Commission of Oregon, eligibility is determined by participation in one of the following programs:

  • Food Stamps/Supplemental Nutrition Assistance Program (SNAP)
  • Supplemental Security Income (SSI)
  • Federal Public Housing Assistance (Section 8)
  • Veterans Pension and Survivors Benefits
  • Your total household income is at 135% or less of federal poverty guidelines
  • Tribal Specific Programs

Customers qualifying for an OTAP/Lifeline discount on their home phone or internet must subscribe to a plan that meets the OTAP/Lifeline programs minimum service standards. OTAP/Lifeline subscribers are free to choose their own toll usage plans through long distance providers that service Pioneer Connect serving are. Toll Blocking and/or toll control is available for free to OTAP/Lifeline subscribers.

Proof of eligibility may be necessary for enrollment. Qualifying customers will need to re-certify every year to maintain their Lifeline discount. You’ll need to do this within 60 days of notification, or you’ll lose your Lifeline discount. If you’re enrolled in this program, it’s important to keep OTAP (Oregon Telephone Assistance Program) staff updated about any address or phone number changes, so your benefits aren’t interrupted. All information is treated as confidential by OTAP staff and the local phone companies.

Apply for Lifeline

How is this program funded?

Half of the amount is funded through the legislatively-approved telecommunications service surcharge, and the other half is the waived portion of the FCC´s subscriber line charge.

Telecommunication Devices Access Program (TDAP)

The Telecommunication Devices Access Program (TDAP) purchases and loans (at no cost to eligible recipients) special telecommunication devices to Oregonians who are deaf, hearing and/or speech-impaired, or who have other physical disabilities that would prevent them from using a telephone.

The Oregon Telecommunications Relay Service (OTRS)

Customers who have TTY (text telephone for the deaf, hearing, or speech impaired) may dial 7-1-1 to reach a relay operator. The relay operator types the conversation to the TTY user. Voice, or standard, users may also use OTRS to contact their deaf, hard of hearing, or speech-disabled family or friends.

QUESTIONS or to Apply for Assistance

For questions or to apply for OTAP/Lifeline or TDAP equipment, please visit Oregon PUC website, call 1-800-848-4442 or email: puc.rspf@state.or.us

Information taken from the Oregon Public Utility Board’s website:

http://www.puc.state.or.us

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