California LifeLine Home Broadband Pilot application process

Learn how to apply for benefits through the California LifeLine Home Broadband Pilot. For program eligibility, benefit amounts, and additional program details, see California LifeLine Home Broadband Pilot Program.

The process below is an overview of key application steps. 

How to fill out the application

Go to Xfinity.com/CALifeLine and either sign in (existing customers) or input your service address (new customers).

• Existing customers must authenticate their account / log in before starting their California LifeLine application.  
• New customers can provide their application information, but Xfinity cannot submit the application until an order for Xfinity services is placed.

Name, address, and contact information

• Name: Put the individual who qualifies for the benefits on the application.
  • This person can be different than the main contact on your Xfinity account.
  • If you qualify for benefits through a child or dependent, put your own information here and the name of the dependent who qualifies in the Benefit Qualifying Person (BQP) section.
• Address: Address should prepopulate in the application from the existing customer service address or localized address.
  • The benefit application must be completed for the address where you will be receiving Xfinity service.
• Contact information: Provide a phone number and email address that you can access.
  • This information will be used to contact you about your application and future benefit program updates.

Note: Applicants enrolling in a standalone broadband plan must provide a valid email address. The California LifeLine Program Administrator will validate the email address and direct applicants to the CA LifeLine Customer Portal to complete the enrollment application.

• Applicants will receive a verification email from NoReplyCALifeLine@californialifeline.com. Please complete the verification process to avoid denial of your application.
• Applicants should check their email, including spam and junk folders, at 12:00 pm Pacific Time (PT) on the first business day after applying, for the verification link and instructions from the California LifeLine Program Administrator.
• You must complete the process described in the email to process your application.

Identity information

• Last 4 digits of Social Security Number and Date of Birth
  • This information must match the name of the person used in the application.
  • This information is required but is only used to check LifeLine, Medicaid (MediCal) and SNAP (CalFresh) databases to confirm your eligibility.
    • It is not kept by Xfinity for any other purpose.
      
• Benefit Qualifying Person (BQP)
  • If a child under 18 or a dependent in your household (e.g., parent or grandparent) qualifies for California LifeLine benefits and lives with you, put their information in the BQP section.
    • You can leave this section blank if the person that qualifies for the benefits is already listed at the top of the application. 
      
• Tribal lands: Indicate if you live on federally recognized tribal lands.
  • This does not impact benefits but must be selected if you want to use tribal assistance programs to qualify for the benefit.
    

How you want to receive California LifeLine program materials

• Language: California LifeLine offers benefit communications and materials in seven languages. This selection will be used for LifeLine communications and has no impact on future Xfinity communications.
• Large Text or Braile: Check these boxes if you need large print communications or Braile for visually impaired applicants.
  
  
  

Completing the application

Typed signature and date: You may be asked to input a “typed signature,” your initials, and date to certify that you are providing true and accurate information to the California LifeLine administrator.

• This input also verifies that the household acknowledges that only one LifeLine benefit per household is allowed under California LifeLine rules.
  • If you live at the same address with others and you do not share financial support, you may be considered a separate household.
    

Consent: You must consent to the program rules and to share the application information with the California LifeLine program for review.

• Xfinity collects and transmits this data, but the California LifeLine program administrator makes all eligibility decisions.
  
  
  

Status check response

Once the application has been submitted, eligibility is checked with the California LifeLine administrator to determine whether additional information is required. The status check provides a real-time update.

There can be four results of this status check:

• Eligible: Your information has been found in the program administrator’s eligibility databases and you have been instantly approved for benefits.
  • Available discounts are shown during the shopping experience either digitally online or with an agent.
• Pending: Your information was not found in the program administrator’s database.
  • You will need to provide additional information to prove your eligibility and/or your identity which will be reviewed by the administrator within 2-3 days.
• Denied: Your application will be denied at this point in the process only if there is a problem with the information that you have entered.
  • There may be another person in your household or at your address already claiming the benefit.
  • For more information on a denial decision, please call California LifeLine at 1-877-858-7463.
• Error: There was a problem with the connection to check your application status.
  • Please try again later.

Additional information needed (pending status check response)

If eligibility cannot be verified automatically, additional information may be required to confirm identity or program eligibility.

To upload documentation, select upload documentation and follow the instructions.

Identity

• You may need to upload a picture of documents that confirm your identity.
• Any photo ID issued by a government or tribal agency counts.
  • This includes a driver’s license, passport, certificate of citizenship, government or military ID cards, and visa or permanent resident card.
• See full list of identity documentation at californialifeline.com. 
  

Eligibility

• You may be asked to upload documents that prove that you participate in a qualifying program.
• Select your program first, then upload the documentation for that program that proves your participation.
  • You can provide copies of your program identification card, benefit acceptance letters, or program benefit statements.
• If you select certain programs, you will be asked to provide additional data on the application.
  • See MediCal and Household Income sections below.
    
    

Medicaid/MediCal

• You will be asked for your MediCal Subscriber ID. This will be printed on your benefits card or contained in a program acceptance letter or other program communications.
  
  
  

Income

• You can qualify for California LifeLine based on your annual household income.
• You must provide the number of people in your household (adults, kids, and total) and your annual income.
• You can provide the front page of your tax return, a pension benefits statement, or three months of paychecks. 
  
  • All documentation must be within the past 12 months to be valid.
  • The income limits for the program are based on gross income (before taxes) for the household and can be found in the California LifeLine Home Broadband Pilot Program article.

Application submission

• After all required information and documentation have been uploaded, the application will be submitted when the Xfinity service order is completed.
• According to program rules, if you don’t submit an order for Xfinity service, Xfinity can’t submit your California LifeLine application.  

Transfers and moves

Benefit transfers from another provider

• When you are an existing LifeLine customer and apply to receive California LifeLine benefits from Xfinity, your benefits will automatically transfer, and the other provider will be notified of the change.
• You can’t use California LifeLine benefits with more than one service provider at the same time.

Moves

• If you are enrolled in the California LifeLine program and move within California, Xfinity will provide your new address to the administrator, and you can keep your benefit without having to reapply.
• An email update will be provided when this process is complete.

Need more help?

• For program eligibility, benefit amounts, and additional program details, see the California LifeLine Home Broadband Pilot Program.
• Questions about an application status or eligibility decision should be directed to the California LifeLine Program at 1-877-858-7463.
• Existing customers can also check their application status by signing in at californialifeline.com.

Additional information

Visit our Online Support Center to find common solutions.

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