Telephone Tips

Download the fact sheet.

Lifeline is a federal government benefit that provides eligible low-income consumers a monthly discount on their phone or internet bill. The benefit can be used for voice (telephone), Broadband internet Access Service (or BIAS, usually called internet service), or a combined telephone/internet service product from a landline or wireless provider. The program provides a $5.25 per household, per month discount on landline or wireless voice service and a $9.25 per household, per month discount on your wireless or landline internet service. The discount appears in the form of a reduction on the service provider’s bill. A service provider may also offer you the minimum Lifeline Program with no additional charges. The rules and amounts of support can change over time.

A consumer qualifies for Lifeline if they are at or below 135% of the federal poverty guidelines or participate in specific federal programs, including: Medicaid, Supplemental Security Income (SSI), Veterans’ Pension and Survivor Benefit, Federal Public Housing Assistance (FPHA), and Supplemental Nutrition Assistance Program (SNAP).

Stay Connected with Lifeline - A brochure explaining telephone assistance programs. Updated February 2026. Lifeline Fact Sheet 

Additional information on the Lifeline Program is available on the USAC website.

Lifeline Support- The FCC website that provides information and resources regarding federal and state Lifeline programs.

• Lifeline Eligibility - A website by Universal Service Administrative Company

Wireless Lifeline Providers - A chart that lists the wireless telephone companies that provide Lifeline discounts in Pennsylvania through the federal Lifeline program. The chart describes and highlights each wireless company's service plan options.

Landline Lifeline Providers - This list contains company phone numbers and web addresses for the companies, and the counties served. 

Lifeline Providers by County - This list shows all of the providers in each county.

Affordable Connectivity Program Funding Letter to PA Congressional Delegation - Letter sent by the PUC Commissioners to members of the Pennsylvania Congressional Delegation regarding the Affordable Connectivity Program. Dated September 7, 2023.

Telephone and broadband assistance programs are available for consumers with limited incomes. Programs are available to help keep telephone and broadband service connected, reduce monthly phone bills, help pay connection fees and avoid shutoffs. Eligibility is determined based on your income or participation in other assistance programs. Remember, when you are seeking assistance, each telephone company and/or program has different benefits and different restrictions. Some programs have restrictions on the optional services available to participants. Please contact your local telephone company if you wish to participate in any of the telephone and broadband assistance programs.

Broadband Assistance Programs in Pennsylvania for Low-Income Households - In addition to the Lifeline Program, several broadband providers offer their own low-cost or low-income programs to help PA consumers. 

If you have a computer and access the Internet through your telephone line, make sure that the telephone number connecting you to the Internet is a local exchange number. If not, you may be charged for a toll call. These charges can become quite high if you are not aware of the problem. To make sure you are using a local exchange, check your telephone book or contact your local telephone company. If you find that your connection number is not a local exchange, contact your Internet provider and request a local exchange number. Your Internet provider may have provided you with a second telephone number to connect to the Internet. This number would be used if the first number is busy. Make sure that the second number is also a local exchange number.

Scammers will pose as utility workers at your door, over the phone or on texts. 

If you feel threatened, call your local police department or state police. If you have been deceived into paying someone, call your local police and your bank, credit card issuer, etc. and the PA Bureau of Consumer Protection (1-800-441-2555)

In-Person Scams

• If someone knocks on your door claiming to be from your electric, water or gas utility, and “asks to see your meter” or “asks to inspect your service” etc… ask to see I.D.
• They should also be in some sort of uniform; also a clearly marked utility vehicle.
• If someone shows up and threatens to “shut off your service unless you pay me right now” – SCAM!   Utilities do not collect cash in the field.
• If any doubt – DO NOT let them in, and then call the utility and ask if they sent someone to see you. 

Phone Call Scams

• A utility will not call a customer demanding payment over the phone “or will shut you off immediately.”
• These are scammers – frightening customers into providing a credit card number, bank account routing number, pre-paid gift/credit card number, PayPal, etc.
• If any doubt about a phone call – HANG UP. Then call your utility company – find the phone number on your bill.

Text & Email Scams

• Watch out for threatening emails and text messages about outstanding bills, termination, etc.
• These may steer you to bogus utility websites.
• Think before you “click.”
• If you have any doubts or questions – call your utility at the number on your bill.

Grandparents often have a hard time saying no to their grandchildren, which is something scam artists know all too well.

Scammers who gain access to consumers' personal information – by mining social media or purchasing data from cyber thieves – can create storylines to prey on the fears of grandparents. The scammers call and impersonate a grandchild – or another close relative – in a crisis situation, asking for immediate financial assistance. Sometimes these callers “spoof” the caller ID to make an incoming call appear to be coming from a trusted source.

Often the imposter claims to have been in an accident or arrested. The scammer may ask the grandparent “please don’t let mom and dad know,” and may hand the phone over to someone posing as a lawyer seeking immediate payment.

According to the Federal Trade Commission, bad actors can now use artificial intelligence technology, commonly known as AI, and a short audio or video clip to "clone" a loved one's voice. The agency advises: “Don’t trust the voice. Call the person who supposedly contacted you and verify the story. Use a phone number you know is theirs.” If you can’t reach the relative allegedly calling you, try to contact other family members or friends who may be able to reach them.

Several variations of the grandparent scam have surfaced over the years. A U.S. Postal Inspection Service webpage about grandparent scams includes videos of victims sharing their stories to help raise awareness of this criminal tactic.

Be Vigilant About Scam Calls

Always use caution if you are being pressured for information or to send money quickly. Scammers often try to bully victims into transferring money through a mobile payment app, by wiring money, or by purchasing gift cards or money orders. Some may even request to meet to receive money in person. If you get a call like this, hang up and report it immediately to local law enforcement.

To ease your mind, you can also call or text your family members directly to make sure they’re not in trouble.

Spoofing is when a caller deliberately falsifies the information transmitted to your caller ID display to disguise their identity. Scammers often use neighbor spoofing so it appears that an incoming call is coming from a local number, or spoof a number from a company or a government agency that you may already know and trust. If you answer, they use scam scripts to try to steal your money or valuable personal information, which can be used in fraudulent activity.

You may not be able to tell right away if an incoming call is spoofed. Be extremely careful about responding to any request for personal identifying information.

• Don't answer calls from unknown numbers. If you answer such a call, hang up immediately.
• If you answer the phone and the caller - or a recording - asks you to hit a button to stop getting the calls, you should just hang up. Scammers often use this trick to identify potential targets.
• Do not respond to any questions, especially those that can be answered with "Yes" or "No."
• Never give out personal information such as account numbers, Social Security numbers, mother's maiden names, passwords or other identifying information in response to unexpected calls or if you are at all suspicious.

What is Cramming?
Cramming is the illegal practice of placing unauthorized, misleading or deceptive charges on your telephone bill.

What is Slamming?
Slamming is the illegal practice of switching your telephone provider to another provider without your permission.

Consumer Protection Tips:

• Always examine your telephone bill thoroughly each month.
• Look for companies you don't recognize and unauthorized services or additional services you did not order.
• Read and most importantly understand the fine print on promotional mailings you receive before agreeing to any offer.
• Before you agree to a telemarketer's offer, ask that they send you the information in writing.

What can I do if I'm a victim of cramming or slamming?

• Call your local service provider (LSP). The telephone number is listed on your bill.
• Register your complaint and ask to be reconnected to your chosen provider or have the unauthorized charges removed from your bill.
• Call the company that you were switched to, or that placed additional unordered services and charges on your bill. Explain that you will NOT PAY for the unauthorized charges or service.
• If the LSP is unable to help you with your problem, you have the right to file a complaint with the Public Utility Commission's Bureau of Consumer Services at 1-800-692-7380 or register your complaint online.

Long Distance Slamming - If you have been slammed by a long distance company, you should contact the Federal Communications Commission (FCC) at 1-888-225-5322.

When accepting collect calls from prisons, please be aware that an inmate is not able to access his or her preferred long distance telephone company from an "inmate only" telephone. Circumstances such as restrictions on the number of calls an inmate may make, call duration and calling hours may influence rates for these collect calls.

When an inmate makes an interstate (between different states), domestic interexchange telephone call, an inmate operator service provider must identify itself to the receiving party AND tell them how they can get rate quotations before connecting the call. The service provider must also allow the party to stop the call at no charge before the call is connected.

The PUC does NOT have jurisdiction or authority over the carrier selected by the correctional facility to provide telephone service, service contracts, length of calls, call monitoring, quality of calls or rates. For disputes about these issues contact the Federal Communications Commission (FCC) at 1-800-225-5322 or the PA Bureau of Consumer Protection at 1-800-441-2555.

Can the PUC investigate disputed charges billed to the customer of record that result from collect calls made to the customer’s telephone number from a correctional facility?

Yes - however, the PUC can only work toward having the disputed charges “removed” from the customer’s local bill. The PUC but does NOT have the authority to determine the validity of the charges or the liability of the charges.

Be careful to dial correctly when placing collect or other operator-assisted calls. Otherwise, you or the party you are calling may pay more than expected for the call.

For example, suppose you are making a call from a payphone intending to use 1-800-CALL-ATT, but instead accidentally dial 1-800-CALLL-AT. Your call will go through, but you are not using the phone carrier you believed you were using. The carrier may not identify themselves before connecting the call, so you will not know that you have misdialed. What has happened is you've reached a company with an 800 number similar to a well-known one that is hoping you will misdial. Quite often, the charge for these misdialed numbers is 2 to 3 times higher than what it would have been had you reached your intended carrier.

Some local telephone companies offer free Directory Assistance to individuals with disabilities. For instance, if a disability makes it impossible for a customer to look up numbers in the telephone book or physically restricts the person from dialing a telephone number, the customer may be eligible for exemptions from local Directory Assistance charges.

Call your telephone company's business office to find out if your telephone provider offers this service and what the eligibility requirements are. The business office representative will also instruct you on how to apply for this service.

The Pennsylvania Attorney General's Bureau of Consumer Protection handles pre-paid phone card complaints. Consumers can contact the Bureau of Consumer Protection at 1-800-441-2555 or at www.attorneygeneral.gov. The website provides online complaint forms under the heading "Public Protection."

Because of its convenience, many people are using prepaid phone cards to make long-distance telephone calls. Cards are usually sold in dollar amounts or by number of minutes. These cards are popular among students, travelers and those who have not selected a long-distance carrier. For international calls, many times a prepaid phone card will offer rates that are much lower than a telephone company's rates. This will depend on the country you call or the way you make the call.

Each card contains a toll-free access phone number and a personal identification number (PIN) printed on it. To make a call, dial the access number and enter the PIN. An automated voice will ask you to enter the phone number you are trying to call and will tell you how much time is left on your card. You may receive other information or options as well.

Phone card companies keep track of how much time you've used on your calling card by the card's PIN number. Some prepaid phone cards allow you to add time to your card by billing the cost to a credit card. If you cannot add time to your card, simply buy a new one once all the time has been used.

Beware, some prepaid phone cards have expiration dates on them. Be sure to keep track of these expiration dates so you don't lose unused minutes.

Why do consumers have to pay a fee for not choosing a long distance carrier?

Under the Federal Communications Commission's first report and order adopted on May 7, 1997, the local service providers have the right to collect monies directly from customers who do not select a long-distance carrier. The local service provider will charge the fee hoping that consumers will choose a carrier and stay with that carrier for an extended period of time.

Do I need to select a long distance carrier?

No. You can request “NONE” or “NO” long distance company from your local telephone company. You may choose this option because you never make long distance calls, you use a pre-paid phone card for your long distance calls or you make long distance calls on your wireless (cell) phone. You may add a long distance company at a later time. However, you will have to pay a charge. The charge is an FCC mandated fixed charge (usually $5). Your local telephone company will add this charge to your bill to make the change each and every time you request a change. The PUC does not regulate this charge.

Do Not Call Lists
Link to place your name on the state "Do Not Call" list. Pennsylvanians will be able to eliminate many unwanted telemarketing phone calls. The Office of the Attorney General is providing several convenient enrollment options that will speed the process and make it easy to sign up.

National Do Not Call Registry
Link to place your home or cell phone number on the national "Do Not Call" list.

Download the Guide on How To Read Your Phone Bill (PDF) to help you decipher your phone bill.

Don't get shocked by a high telephone bill you do not expect! Be sure to check the rates before you use a telephone company's calling card. Many times the rates will not be the same as the rates you would pay if you called the same number from your home phone. In fact, sometimes the rates are 3 to 4 times higher.

Often telephone companies mail their customers calling cards without the customers requesting them. An advantage of a calling card is that you can use it to make calls when away from home and the calls are billed on your regular telephone bill. This sounds convenient. However, there is often a price to pay for the convenience. That is why it is important to check the rates before you use the card to make calls and avoid "sticker shock" when you get your telephone bill.

• Federal Line Cost Charge (Also known as Federal Access Charge, Customer Line Charge, Interstate Access Charge, Interstate Single Line Charge, Subscriber Line Charge or SLC) is a charge billed by your local service provider to pay part of the cost of supplying a phone line to your home or business. This charge also helps local telephone companies recover the cost of providing telephone wires, telephone poles and other equipment and facilities connecting to the telephone network. All telephone company customers are charged this fee.

• The Federal Universal Service Fund Surcharge is a charge that goes toward maintaining affordable local telephone service for all Americans. The fund provides discounted telephone service to schools, public libraries and low-income customers. All telephone customers pay this surcharge.

• The Federal Tax (also known as the Federal Excise Tax) is a set percentage tax on all telecommuni-cations services. The federal government mandated this tax back in 1898 and it is still in effect. It applies to local, non-regulated and toll charges. For more information on this tax you can contact the Internal Revenue Service Excise Tax Branch.

• The Local Number Portability Surcharge (also known as Number Portability Surcharge or LNP) is a fee that allows local telephone companies to recover costs associated with customers keeping the same telephone number when they switch from one local provider (telephone company) to another. This is called “number portability”. The surcharge is temporary. Companies can pass it along to the customer for a maximum five-year period. It is not a tax. Local telephone companies may not charge this fee to customers who participate in the Lifeline Assistance program.

• The State & Local Taxes (also known as Gross Receipts Tax Surcharge, Interstate Tax Surcharge or State Universal Service Fund) are taxes charged by the state, local and/or municipal government on goods and services. These taxes vary by municipality. However, all telephone providers that serve your area will charge the same state and local tax rates. For more information about state taxes, call the Pennsylvania Department of Revenue. For local tax information, you must contact your local tax bureau.

• The 911 Charge is a fee charged by local governments to help pay for emergency services. In many areas the services include supplying the street address of callers through the phone lines to the emergency operator. Your local government determines the amount of this charge. All telephone customers are billed for the 911 charge.

• The Pa Relay Surcharge funds the state relay center that transmits and translates telephone calls for persons who are deaf, hard of hearing or have speech and language disorders. All telephone customers pay this surcharge.

The Pennsylvania Public Utility Commission has limited jurisdiction regarding wireless phone service.

Consumers should contact the PUC's Bureau of Consumer Services (BCS) for complaints to Wireless Lifeline Service. Contact the BCS hotline at 1-800-692-7380 or submit a complaint form.

For non-Lifeline complaints about wireless service, visit the following websites:

Federal Communications Commission

Pennsylvania Attorney General's Bureau of Consumer Protection

Download the Telephone Facts (PDF) guide with answers to other common telecommunications questions.

Learn more about telecommunications services and how they affect consumers and businesses by understanding the key terms defined in the Telecommunications Glossary.

Find more helpful Telecommunications Links and Resources.