Help paying internet bill for telehealth access

Introduction

If you rely on telehealth, a stable phone or internet connection can feel just as important as having transportation to a clinic. When the monthly bill is hard to manage, you might postpone care, skip follow-ups, or settle for visits that do not meet your needs.

You are not alone. National research shows that technology barriers, device access, and the cost of reliable internet can limit telehealth use for people with lower incomes. telehealth.hhs.gov And studies in older adults have found that many people are not fully “telehealth ready” for video visits because of limited technology use, disability-related barriers, or lack of internet-enabled devices.

This guide walks you through practical, evidence-based ways to keep telehealth within reach, including federal support programs, steps to reduce costs, and options when video is not possible.

Why internet access matters for telehealth

Telehealth can include video visits, phone visits, secure messages through a patient portal, and other remote ways of connecting with your care team. For video visits, you typically need:

• A smartphone, tablet, or computer
• A camera and microphone
• A reliable internet connection

If your connection is limited, you may still be able to use telehealth in other formats, including phone-based visits for certain needs.

Start with your clinic: ask for the visit format that matches your connection

Before you spend time and energy trying to “make video work,” it can help to ask your clinician’s office what formats they offer and what is appropriate for your medical concern.

Consider asking:

• Can this appointment be audio-only (phone) instead of video?
• If video is preferred, is there a test call or simple way to confirm the link works?
• If the connection drops, will the clinician call you back?
• Can a caregiver join by phone if you need help with technology?

HHS telehealth guidance specifically notes that if you do not have internet access, you can ask your health care provider whether a phone visit is an option, and you can consider a private community location with internet if needed.

If you would like hands-on help coordinating these details, Understood Care’s appointment support page explains how a care advocate can help with scheduling and visit logistics: https://understoodcare.com/care-types/appointments

Federal help to lower your monthly phone or internet cost

Lifeline (ongoing federal discount)

Lifeline is a long-standing federal program designed to make phone and internet service more affordable for eligible households. It provides a monthly discount (commonly up to $9.25 for eligible households, with a higher benefit for people living on Tribal lands).

Many people qualify through:

• Income-based eligibility, or
• Participation in certain assistance programs (for example, Medicaid, SNAP, SSI, and others listed by program administrators).

Lifeline is generally limited to one benefit per household, and the program requires ongoing steps like keeping your information up to date and recertifying eligibility when required.

How to apply for Lifeline, step by step

While details vary by state and company enrollment processes, Lifeline is often described as a two-step pathway:

1. Confirm you qualify and apply using the official application pathway (online, by mail, or sometimes through a participating company).
2. Choose a participating phone or internet company and enroll your Lifeline benefit with that provider.

If the process feels overwhelming, Understood Care’s application support page describes how a care advocate can help you gather documents, complete forms accurately, and follow up when needed: https://understoodcare.com/care-types/application-help

Affordable Connectivity Program (ACP): important update

The Affordable Connectivity Program (ACP) provided a larger broadband subsidy for eligible households, but it ended on June 1, 2024 after its funding was exhausted.

If you were counting on ACP, it is worth re-checking your options now:

• Lifeline may still help with monthly costs, though the benefit is typically smaller than ACP was.
• Other assistance may exist through specific systems (for example, some resources may apply to certain veterans receiving care through VA programs).

If you are at risk of disconnection, act early

If you are behind on your internet bill or worried about shutoff, taking action before service is interrupted can give you more choices.

Steps to consider:

• Call your internet or phone provider and ask about hardship options, a payment plan, or whether they offer a lower-cost plan.
• If you are eligible, start the Lifeline application process as soon as possible so you can transition to a discounted service.
• Ask your clinic if they can temporarily switch your next visit to phone while you stabilize your connection.

If you want support reviewing bills, organizing paperwork, or tracking what you have already submitted, Understood Care’s bill review support page is here: https://understoodcare.com/care-types/analyze-bills

Community options that can support telehealth when home internet is not enough

When you do not have reliable internet at home, some people use community internet to complete video visits. HHS patient guidance suggests options like a library or another community location, and emphasizes choosing a private spot where you can speak openly.

If you try this approach, privacy matters.

Protect your privacy during telehealth

Telehealth visits are meant to be private, but your setting and network can affect confidentiality. HHS patient guidance recommends:

• Choosing a quiet, private space (even a parked car can work for privacy)
• Using secure methods like a patient portal when possible
• Avoiding public Wi-Fi for sharing sensitive health information when you can

A NIST patient tip sheet also highlights common risks like unsecured public networks and steps you can take to reduce exposure.

Practical ways to reduce what telehealth “costs” in data and stress

Even if your monthly bill does not change right away, you may be able to make telehealth more workable.

Choose the lowest-tech option that still meets your medical need

If your connection is unreliable:

• Ask whether a phone visit is clinically appropriate for your concern.
• Use portal messaging for follow-up questions when your care team offers it.

Prepare so you do not waste data or time during the visit

HHS patient guidance suggests:

• Reviewing instructions ahead of time
• Testing your technology if possible
• Picking a spot with the best connection available to you

How Understood Care can fit into your plan

If you are trying to maintain telehealth access while managing a tight budget, it can help to have someone keep track of moving parts.

Depending on what you need, these Understood Care resources may be relevant:

• Financial support overview: https://understoodcare.com/uc-articles/financial-help
• Help completing applications: https://understoodcare.com/care-types/application-help
• Help understanding bills and costs: https://understoodcare.com/care-types/analyze-bills
• Help coordinating appointments and backup plans if telehealth fails: https://understoodcare.com/care-types/appointments
• Broader guidance on access to care, including telehealth as one pathway: https://understoodcare.com/uc-articles/provider-access

A quick safety note

Telehealth can be useful for many concerns, but it is not right for every situation. If you think you may be experiencing a medical emergency, seek emergency care right away.

This article is educational and is not a substitute for medical advice from your clinician.

FAQ

• How can I get help paying my internet bill for telehealth access?
  Start by checking whether you qualify for Lifeline, a federal monthly discount for eligible households, and ask your clinic if phone visits are appropriate when video is not possible.
• What is the Lifeline program for low-income internet service?
  Lifeline is a federal program that helps eligible households reduce the cost of phone or internet service with a monthly discount.
• Can I use Lifeline for home internet instead of a phone plan?
  Many Lifeline participants can apply the benefit to qualifying internet service, but the exact enrollment step depends on the participating company and your situation.
• Does the Affordable Connectivity Program still help pay internet bills in 2026?
  ACP funding ended in 2024, so most households can no longer rely on it for monthly broadband discounts. Check Lifeline and other options that may apply to you.
• If I cannot afford internet, can I still do telehealth appointments?
  Often yes. Ask your health care provider whether your visit can be done by phone (audio-only) or through other lower-tech options like secure messaging.
• What should I do if my video visit keeps dropping or freezing?
  Ask the clinic ahead of time what their backup plan is, such as switching to a phone call if the connection fails.
• Is it safe to use free public Wi-Fi for a telehealth visit?
  It can increase privacy and security risks. If you must use community internet, choose a private location and avoid sharing sensitive information over unsecured networks when possible.
• Can a caregiver help me with telehealth if I have trouble with technology?
  Yes. Many clinics allow a caregiver to help set up the call or join, and it is reasonable to ask the office what options they support.
• How do I apply for Lifeline for internet assistance?
  The process typically involves confirming eligibility, applying through the official pathway, then enrolling with a participating company.

References

• https://www.usa.gov/help-with-phone-internet-bills
• https://www.usac.org/lifeline/get-started/
• https://www.usac.org/lifeline/consumer-eligibility/
• https://www.lifelinesupport.org/get-started/
• https://www.ecfr.gov/current/title-47/chapter-I/subchapter-B/part-54/subpart-E/section-54.403
• https://www.congress.gov/crs_external_products/IF/PDF/IF12637/IF12637.6.pdf
• https://www.usac.org/about/affordable-connectivity-program/affordable-connectivity-program-learn/acp-bulletins/
• https://telehealth.hhs.gov/patients/what-do-i-need-use-telehealth
• https://telehealth.hhs.gov/patients/what-should-i-know-before-my-telehealth-visit
• https://telehealth.hhs.gov/patients/additional-resources/data-privacy
• https://telehealth.hhs.gov/documents/ResearchRecap-Telehealth_and_Low_Income_Communities_09-30-24.pdf
• https://www.hhs.gov/hipaa/for-professionals/privacy/guidance/telehealth-privacy-security/index.html
• https://jamanetwork.com/journals/jamainternalmedicine/fullarticle/2768772
• https://www.nccoe.nist.gov/sites/default/files/legacy-files/brochure-telehealth-patient-tips.pdf