Real Deal: Free cell phone

Kate never thought she'd be walking down the street with her own cell phone, until now.

Kate Magazine
"It makes me feel like I got safe."

And Melinda never thought she'd have cell service until now.

Melinda Velasquez
"I get 80 minutes a month and I don't pay anything."

Though it may look like everyone has a cell these days millions of people can't afford them. But we found the real deal: like Kate and Melinda, thousands in Massachusetts can still get phone service free! And it's not only cell phones, the same federal program, called Lifeline, also provides discounts for land lines.

Olivia Wein, National Consumer Law Center
"This is one of those well kept secrets unfortunately. And it shouldn't be, because it's a wonderful program."

The free phones are paid for with money from phone bills. That little charge called the "USF", the universal service fee, and who's eligible. If you get food stamps? Fuel Assistance? Mass Health? If you're part of many of the states programs for low-income families, you are also eligible for discounted landlines or free cells.

Melinda Velasquez
"I didn't think it was true until I actually called to find out. And they told me yes, I was qualified."

But our investigation found there's a big disconnect, in Massachusetts alone: 60% of people who qualify for the phone freebies don't have them!

Maybe that's because they have no idea the program exists. Kate simply got the word through her family.

Hank Phillippi Ryan
"How did you find out about this phone?"

Kate Magazine
"My daughter, Debbie told me."

Experts think there should be better communication about this communication help.

Olivia Wein, National Consumer Law Center 
"These are tough times, and really struggling families should know about this program."

We found federal regulators do say states should publicize the program. Here in Massachusetts the states Consumers Affairs department is charge.

Hank Phillippi Ryan
"Something isn't working because 60 percent of people don't know about it."

Barbara Anthony, Undersecretary Massachusetts Office of Consumer Affairs 
"Well, we are trying to do better".

Because lots of people who don't have phones don't have computers--as we showed state officials--federal rules emphasize "the Internet should not be relied on as the sole or primary means" of outreach.

But look: we found this webpage, eight clicks into the Consumer Affairs website, is basically all they do.

Hank Phillippi Ryan
"Right now are you satisfied with what the state is doing?"

Barbara Anthony, Undersecretary Massachusetts Office of Consumer Affairs 
"I think there is room for improvement."

And if you're eager to sign up for the program officials now promise: soon you'll hear all about it.

Hank Phillippi Ryan
"If thousands of people could be using this and they aren't, that's terrible."

Barbara Anthony, Undersecretary Massachusetts Office of Consumer Affairs 
"Well, everything takes time. We need to drive those numbers up, and we will."

So are you eligible for free or discounted phone service? To find out, call the state Consumer Affairs department: 888-283-3757 and they will mail you an application. Or click here for more information.

(Copyright (c) 2009 Sunbeam Television Corp. All Rights Reserved. This material may not be published, broadcast, rewritten or redistributed.)