NOTICE TO CONSUMERS
Under the Safe Connections Act of 2022, if you or someone in your care is affected by domestic abuse, intimate partner violence or abuse (or similar crimes), you may be eligible to separate mobile lines from a shared account with the abuser. Doing so may enable you to keep your device and phone number while separating your line(s) from an abuser’s line(s) and creating separate accounts.
Making a Line Separation Request. If you, or someone in your care, has been subjected to domestic violence, dating violence, stalking, human trafficking, or other similar abuse by a person on the same wireless account with you, you may request to separate your line(s) from the existing shared account, or to separate the abuser’s line(s) from the existing shared account.
You can make the request to separate the lines yourself, or you can ask a friend or family member or advocate to make the request on your behalf.
There is no fee for making the request. The Safe Connections Act does not permit wireless providers to make a line separation conditional upon the imposition of penalties, fees, or other requirements or limitations.
To process a request to separate your line(s) or an abuser’s line(s) from a shared account, we need certain information. We are required by law to keep this information, and the fact that you made a request, confidential and not to disclose it to the abuser or anyone else, unless we must disclose it in order to process your request, and then we must tell you when we will disclose it. Most importantly, we are required to collect documentation of the abuse or violence you’ve experienced, such as a police report or a signed statement from a medical or mental health provider or from a victim services provider. It doesn’t matter how long ago the abuse occurred or the documentation was created.
After a Request is Made. Mediacom will attempt to authenticate that you are a user of the line(s) subject to the request. If Mediacom determines that it can complete the line separation request, it will complete the separation within two business days after it receives a completed line separation request. If the separation request cannot be completed, Mediacom will notify you or your designated representative that the request cannot be completed.
Plans Available for Separated Lines. If you request to separate your line(s) from a shared account, you may select any plan commercially offered by Mediacom, including any available prepaid/postpaid plans. A list of those plans is available at www.mediacommobile.com. You may also request to port a phone number from a separated line to another provider.
Availability of Lifeline Support. After you make a line separation request, if you are experiencing financial hardship, you may receive a discount on your wireless phone service through the “Lifeline” program for six months (or longer if you independently qualify under the general eligibility requirements for the Lifeline program). More information about the Lifeline Program is available at https://www.lifelinesupport.org
Limitations on Line Separation Requests. Mediacom cannot operationally process the following requests:
- A request by a Survivor to separate the Abuser’s line from a shared account when the Abuser is the Account Holder.
- A request by a Survivor to separate the Survivor’s line from a shared account when the Survivor is the Account Holder.
For more information or to initiate a request for line separation visit https://mediacommobile.com/support, fill out a request using the Survivor’s Line Separation Form or call 855-699-7464.
