When a free government phone stops working, the cause is usually one of two things: a phone or network problem you can fix in minutes, or an account problem, where your Lifeline service was paused or ended. The second kind is common and easy to miss, because the phone looks fine but cannot call.
Start with the quick fixes below. If they do not help, use the symptom table, then the account checks. Most people can tell which kind of problem they have within 10 minutes. For the program behind the free government phone, see how to apply for Lifeline.
First, the 60-second fixes
- Restart the phone.
- Turn airplane mode on for 10 seconds, then off.
- Take out the SIM card, check it is not damaged, and put it back in.
- Check you have signal bars. If you are indoors or in a rural spot, try outside.
- Try from Wi-Fi: open your company’s website and look for outage notices.
On an iPhone, Apple adds two more checks for “Invalid SIM” or “No SIM”: go to Settings, then General, then About, and accept any carrier settings update that pops up. On the same screen, Carrier Lock should say “No SIM restrictions” if you are using a phone from another carrier. If the iPhone uses an eSIM, Apple says to contact your carrier.
Phone problem or Lifeline problem?
| Clue | Points to |
|---|---|
| Other phones on the same company work in the same spot | Your phone or your account |
| The phone shows full bars but calls fail with a recorded message | Your account |
| Nothing works anywhere, even after a restart | SIM, phone or account |
| It stopped right after 30 days of not using it | The usage rule |
| It stopped around your enrollment anniversary | Recertification |
| Data stopped but calls and texts work | Data limit or settings |
| The phone is very old | It may be a 3G phone (see below) |
Symptom and fix
| Symptom | Likely cause | Fix |
|---|---|---|
| No service or “Emergency calls only” | Weak coverage, outage, or the line is suspended | Try the quick fixes; if it persists, call customer care from another phone and ask if your line is active |
| Calls work, data does not | Monthly data used up, or data settings missing | Check your data balance; ask the company to resend data (APN) settings |
| Data stopped mid-month | You hit your plan’s high-speed limit | Wait for the monthly reset, buy a top-up, or check hotspot use; see free government phone with hotspot |
| “SIM not provisioned” or “Invalid SIM” | New SIM not activated, or phone locked to another carrier | Finish activation; see how to activate a free government phone |
| Outgoing calls fail with a message about your account | Lifeline service ended | See the account section below |
| Phone will not turn on or charge | Hardware problem | Try another charger; if dead, see lost or stolen Lifeline phone replacement |
Data problems in more detail
Data is the most common complaint, because every Lifeline plan has a limit. Federal minimum service standards require at least 4.5 GB of mobile data a month through November 2027, and many companies give more. When you use it up, the phone may slow down sharply or stop using data until the plan resets.
Ads for a “free government phone with unlimited data” can add to the confusion. A plan sold as unlimited may still slow you down after a set amount of high-speed data. Check your plan page or app for the exact number. Assurance Wireless, for example, lists 10 GB of high-speed data on its free plan and a 12 GB plan for $1 a month or $10 a year.
If your data balance is fine but pages will not load, the data (APN) settings are probably wrong. This often happens after a phone reset or when you bring your own phone. Customer care can send them by text or read them to you.
Old phones and the 3G shutdown
Major carriers shut down their 3G networks in 2022: AT&T by February 2022, T-Mobile by July 1, 2022 (Sprint’s 3G earlier), and Verizon by December 31, 2022. Phones that only work on 3G cannot make calls or texts at all, including 911 calls. If you have a very old Lifeline phone, or an old phone you want to reuse, ask your company whether it supports 4G LTE with voice. If not, you need a newer phone; see how to upgrade a free government phone.
When the problem is your Lifeline account
If the phone connects but you cannot make calls, or you get a message that your service has ended, check these three rules:
- Usage rule. On a free plan, 30 days without use triggers a 15-day warning, then your service ends. See the Lifeline 30-day usage rule.
- Recertification. Missing your yearly 60-day recertification window ends your benefit. See how to recertify Lifeline.
- A transfer you did not expect. If someone moved your benefit to another company with your details, your old phone stops working. Call your company, and report it to the Lifeline Support Center at 800-234-9473 if you did not agree to it.
If your benefit ended, you have to apply again; your old phone may still work once you are re-enrolled with the same company.
Other account reasons to ask about:
- You asked a new company for service. Signing up elsewhere, even to get a free phone, can move your benefit away. Only one Lifeline benefit is allowed per household; see the Lifeline one-per-household rule.
- You no longer qualify. If you lost SNAP, Medicaid or another qualifying benefit and your income is above 135% of the poverty guidelines, you may be de-enrolled at recertification.
What to say when you call
- Give your Lifeline phone number and name, and ask: “Is my line active, suspended or de-enrolled?”
- If suspended or de-enrolled, ask for the reason and the date.
- Ask whether you can fix it now (for example, by using the phone during a 15-day cure period or finishing recertification).
- If you must reapply, ask whether you can keep your number.
- Write down the agent’s name, the date and any ticket number.
Can you still call 911?
Usually, yes, as long as the phone works and can reach a compatible network. FCC rules require wireless carriers to pass along 911 calls without checking whether the caller has active service. That does not apply to 3G-only phones, which can no longer connect at all. Do not rely on a phone without service as your only way to get help, but in an emergency, try 911 even if your Lifeline line is cut off.
Customer care numbers
| Company | Number |
|---|---|
| Assurance Wireless | 1-888-321-5880 (daily 7 a.m. to 7 p.m. Central) |
| Access Wireless | 1-866-594-3644, or dial 611 |
| Life Wireless | 1-888-543-3620, or dial 611 (Mon to Fri 9 a.m. to 6 p.m. ET) |
| enTouch Wireless | 866-488-8719, or dial 611 (Mon to Fri 10 a.m. to 10 p.m. Central) |
| Any Lifeline company | Dial 611 from the Lifeline phone if it can still make calls |
Still not working?
If your company cannot fix a problem that keeps coming back, such as poor coverage where you live, you can switch. A Lifeline transfer moves your benefit to a company on a different network; compare them in our Lifeline providers guide. Keep your eligibility current too: if you qualify through SNAP, finish your SNAP renewal on time.
The best government phone service for you is the one with strong signal where you live and sleep. Ask neighbors which company works well on your block before you switch.
Frequently asked questions
Why is my free government phone not working all of a sudden? The most common reasons are a missed 30-day usage window, a missed recertification, used-up data, or an outage. Call customer care from another phone and ask if your line is active.
Why does my Lifeline phone say “Emergency calls only”? The phone can see a network but your line is not active on it. That can mean weak signal, a suspended line or an ended benefit.
How do I know if my Lifeline was cut off? Ask your company whether your line is active, suspended or de-enrolled. Before cutting you off for non-use, it must send a notice and give you 15 days to use the service.
My data stopped working but calls work. Why? You probably reached your monthly high-speed limit, or your data settings are wrong. Check your balance first.
Can I get my Lifeline service back after it ends? Yes, but you must apply again if you were de-enrolled. If you are still inside a 15-day notice period, just use the phone to stay enrolled.
Will my old free government phone work with a new company? Only if it is unlocked and supports the new company’s network. See can you unlock a free government phone.
Sources: 47 CFR 54.405: De-enrollment rules, LifelineSupport.org: Recertify, Assurance Wireless: Lost, stolen or broken phone, Access Wireless: Contact, Life Wireless: Contact, enTouch Wireless: Contact, Apple: If you see Invalid SIM or No SIM, 47 CFR 9.10: 911 service requirements, Citizens Utility Board: 3G phase-out in 2022, Assurance Wireless: Plans, FCC DA 26-796.