Wave Broadband May 31, 2024

Internet First FAQs

What is Internet First?+

The Internet First program is an affordable Internet designed to help families and students in low-income households have reliable access to the internet. The program offers up to 150 Mbps Internet* to qualifying low-income households in Astound serviceable areas.

How can I apply for the Internet First program?+

To ensure the fastest response, please apply online at internetfirst.com. You may also download the application and email to ifdocuments@astound.com with your Proof of Eligibility documents.

Personal/Photo Identification

Public Assistance Documentation

Please upload one (1) form of Primary identification OR two (2) forms of Secondary identification:

PRIMARY IDENITIFICATION

  • Current US, Mexican or Canadian driver’s license or state photo ID or expired photo driver’s license which is not more than five (5) years old from the expiration date.
  • Current US Passport
  • Current Foreign Country Passport
  • Current photo US Military ID/Merchant Marine card
  • Current photo US Military Dependent card
  • Valid Resident Alien Card Permeant Resident Card (INS Form I-551)
  • Certification of US Citizenship (N-560 or N-561)
  • Certification of Naturalization (N550, N-570, or N578)
  • Employment Authorization Documentation (INS Form I-688 or I-766)
  • Photo employment ID card issued by US Government agency prison ID cards are not acceptable
  • Current Welfare/Social Services photo ID card

 

SECONDARY IDENITIFICATION

  • Non-photo driver’s license
  • US Department of State Non-Immigrant Visa
  • Social Security card
  • Court demand in applicant’s name – must contain full name, date of birth (DOB), court seal
  • Examples: Marriage certificate, Divorce degree, Legal name change
  • Current weapons or gun permit with photo
  • Current school photo ID card
  • Medicare/Medicaid card

FILE FORMATS
The following file formats are accepted with maximum file size of 7 MB each.

  • .JPG (JPEG Image File)
  • .TIFF (Tagged Image File Format)
  • .GIF (Graphical Interchange Format File)
  • .PNG (Portable Network Graphic)
  • .PDF (Portable Document Format File)
  • .DOCX (Microsoft Word Open XML Document)
  • .DOC (Microsoft Word Document)

Close

Please upload one (1) or more of the following forms of assistance program documentation. Documents must be from 2023 or 2024:

  • MEDICAID: card or most recent eligibility letter for an adult in your household.
  • Public housing assistance documentation such as your lease, housing assistance payment (HAP) contract, or eligibility documentation from HUD.
  • SNAP: letter indicating you are approved for Supplemental Nutrition Assistance Program benefits.
  • TANF: eligibility letter for Temporary Assistance for Needy Families.
  • SSI: eligibility letter for Supplemental Security Income.
  • NSLP/Head Start: copy of a letter indicating current participation in the National School Lunch Program or Head Start, with your child’s name, the school name, and the address of where you are requesting service.
  • LIHEAP: letter confirming your eligibility for Low Income Home Energy Assistance Program.
  • WIC: eligibility letter for the Women, Infants, and Children program.
  • FEDERAL PELL GRANT: (Colorado and Illinois only) documentation from your community college’s financial aid office.
  • VA PENSION: veterans pension eligibility determination letter from the Veterans Administration.
  • Tribal assistance eligibility letter, including TTANF, FDPIR, etc.

FILE FORMATS
The following file formats are accepted with maximum file size of 7 MB each.

  • .JPG (JPEG Image File)
  • .TIFF (Tagged Image File Format)
  • .GIF (Graphical Interchange Format File)
  • .PNG (Portable Network Graphic)
  • .PDF (Portable Document Format File)
  • .DOCX (Microsoft Word Open XML Document)
  • .DOC (Microsoft Word Document)

Close

How do I qualify for the Internet First program?+

The Internet First program is open to eligible participants. You may qualify if you:

  • Live in a serviceable area.
  • Are a participant in or have a dependent member of the household who is a participant in public assistance programs like the National School Lunch Program, housing assistance, Medicaid, SNAP, Students under federal assisted aid programs, SSI, and others.
  • Have not subscribed to our services within the sixty (60) day period immediately prior to applying for the program.
  • The above does not apply to ACP customers who are transitioning to Internet First as part of the ACP wind down efforts.

Please apply using a laptop, tablet, desktop computer or any Android or IOS mobile device. Go to: https://www.internetfirst.com.

Proof of Eligibility Customers must submit ONE form of primary identification or TWO forms of secondary identification, plus Proof of Eligibility from the lists below.  The online application process allows you to upload your documents.

The Internet First program requires Proof of Eligibility. Customers must submit ONE of the following:

Proof of Eligibility – Accepted Documents

  • MEDICAID: card or most recent eligibility letter for an adult in your household
  • Public housing assistance: documentation such as your lease, housing assistance payment (HAP) contract, or eligibility documentation from HUD
  • Unemployment: verification letter
  • SNAP: letter indicating you are approved for Supplemental Nutrition Assistance Program benefits
  • TANF: eligibility letter for Temporary Assistance for Needy Families
  • SSI: eligibility letter for Supplemental Security Income
  • NSLP/Head Start: copy of a letter indicating current participation in the National School Lunch Program or Head Start, with your child’s name, the school name, and the address of where you are requesting service
  • LIHEAP: letter confirming your eligibility for Low Income Home Energy Assistance Program
  • WIC: eligibility letter for the Women, Infants, and Children program
  • Students under federal assisted aid programs can qualify for Internet First by supplying an award letter
  • VA PENSION: veterans pension eligibility determination letter from the Veterans Administration
  • Tribal assistance: eligibility letter, including TTANF, FDPIR, etc.

Primary Identification – Accepted Documents

Customer must submit ONE of the following:

  • Current US, Mexican or Canadian driver’s license or state photo ID or expired photo driver’s license which is not more than five (5) years old from the expiration date.
  • Current US Passport
  • Current Foreign Country Passport
  • Current photo US Military ID/Merchant Marine card
  • Current photo US Military Dependent card
  • Valid Resident Alien Card Permanent Resident Card (INS Form I-551)
  • Certification of US Citizenship (N-560 or N-561)
  • Certification of Naturalization (N550, N-570, or N578)
  • Employment Authorization Documentation (INS Form I-688 or I-766)
  • Photo employment ID card issued by US Government agency prison ID cards are not acceptable
  • Current Welfare/Social Services photo ID card

Secondary Identification – Accepted Documents

Customer must submit TWO of the following:

  • Non-photo driver’s license
  • US Department of State Non-Immigrant Visa
  • Social Security card
  • Court demand in applicant’s name’  must contain full name, date of birth (DOB), court seal
  • Marriage certificate, divorce decree, legal name change
  • Current weapons or gun permit with photo
  • Current school photo ID card
  • Medicare/Medicaid card

I don’t have a scanner at home. Will a photo from my mobile device work?+

You may use your mobile device to take photos of Proof of Eligibility documents from the list above. Please refer to the acceptable list of file formats. If a document includes multiple pages, please upload pictures of ALL pages. Make sure that all documents are readable. If a document is unreadable, it may delay your approval and Internet installation.

What are the acceptable file formats to upload with my application?+

The following formats are accepted:

  • .JPG (JPEG Image File)
  • .TIFF (Tagged Image File Format)
  • .GIF (Graphical Interchange Format File)
  • .PNG (Portable Network Graphic)
  • .PDF (Portable Document Format File)
  • .DOCX (Microsoft Word Open XML Document)
  • .DOC (Microsoft Word Document)

Max file size: 7 MB per file

Will any installation or activation fees apply?+

No, we have waived all installation and activation fees with this program.

What if I owe a back balance from a previously disconnected account?+

You may enroll in this program (if you qualify) even if you have an outstanding balance with us from a previously disconnected account. The account holder will still remain responsible for the outstanding debt.

How long does it take for my application to be reviewed?+

We will endeavor to review each application within 48 hours of receiving all items necessary to determine eligibility. A customer service representative will email you promptly should your application require additional information or Proof of Eligibility documents.

Once my application for Internet First is approved, how long will it take for me to get my Internet installed?+

We are committed to connecting Internet as quickly as possible. Installation times may vary based on location, but generally, we will endeavor to install Internet service within 5-7 business days after your application is approved. Installation appointments are subject to availability.

How will I know if my something is wrong with my application?+

You will be notified via email or telephone that additional information is needed to support their application.

I applied for Internet First and have not heard back yet. How can I find out the status of my application?+

Our Internet First team will email you directly regarding your application status.

What happens to the $19.95 or $9.95 per month Internet First promotion offer after twelve months?+

To continue receiving the Internet First offer, customers must reapply annually. The same program eligibility rules will apply as follows:

  1. Live in a serviceable area
  2. Provide the appropriate form(s) of identification, and
  3. Be a participant in public assistance programs like the National School Lunch Program, housing assistance, Medicaid, SNAP, SSI, and others listed above.

If I previously disconnected service with Internet First, can I rejoin the program?+

You may apply if you have not subscribed to our services within the sixty (60) day period immediately prior to applying for the program and meet other eligibility requirements:

  • Live in a serviceable area.
  • Are a participant in or have a dependent member of the household who is a participant in public assistance programs like the National School Lunch Program, housing assistance, Medicaid, SNAP, Students under federal assisted aid programs, SSI, and others.
  • Provide Proof of Eligibility.

How can I make changes to my Internet First account?+

Please call 833-730-0644 if you wish to make the following changes to your account:

  • Change name, address, email and / or phone number
  • Cancel your Internet First service

Can I disconnect from Internet First at any time?+

There is no contract and you may disconnect Internet service at any time without penalty.

I do not qualify for the Internet First program, but need Internet service. What should I do?+

We realize how essential it is for every home to stay connected to the Internet– for teleworking, e-learning and more. That’s why we are offering other economical Internet options to ensure you have the resources you need to stay connected.

I had ACP service with another provider, am I required to submit Proof of Eligibility?+

Yes, all customers applying MUST submit Proof of Eligibility documents for Internet First.

What is the renewal process?+

You can renew through internetfirst.com by submitting current Proof of Eligibility documents.

Can I change my current package to Internet First?+

Current customers can switch to Internet First for a limited time only if they qualify. Existing Internet First customers prior to 2024 must reapply.

Can I subscribe to other services with Internet First?+

Mobile and eero are available with Internet First subscriptions.

Am I eligible for the FREE Unlimited Mobile offer with Internet First?+

Yes, new Internet First customers are eligible for one free Unlimited Mobile line for 12 months as long as the offer is still approved for use. Mobile offers may be subject to change at any time.

Can I upgrade Internet First to higher speeds?+

The highest speed offering of the Internet First packages is 150 Mbps. If you’re interested in higher speeds you must meet credit check requirements and resolve any back balances.

Not a current customer? Learn how to apply.

APPLY NOW

*Internet speeds may vary & are not guaranteed. Certain equipment may be required to reach advertised speeds. See astound.com/yourspeed for why speeds may vary. To view Astound’s FCC Network Management Disclosure see astound.com/policies-disclaimers. Modem required for Internet service. No contract required. Subject to availability. Restrictions apply. Internet First Program available to qualifying households as outlined in the terms and conditions. Offer limited to 50 Mbps or 150 Mbps Internet service, standard modem, Wi-Fi only and free standard installation only. Where 150Mbps is not available, 100Mbps will be offered. Whole Home WiFi available for $5/mo. for 12 mos. and includes up to 2 eero devices. Regular rates apply thereafter. Minimum Internet speed of 100 Mbps is required for Astound TV service. Offer available to residential subscribers who meet specific eligibility criteria. Taxes extra. Pricing is subject to change. 3 free months applies to months 1-3 of service. Advertised price applies to a single outlet. If a customer is determined to be no longer eligible for the Internet First program, regular rates will apply. Subject to Internet First Program terms and conditions. Visit internetfirst.com for full program details and terms and conditions. Any additional services, equipment, premium channels & other tiers of service are subject to an additional charge, regular increases and a credit check. ‡Astound Internet is powered by fiber and connected to the premises via coaxial connection. ©2024 Astound Broadband. All rights reserved.