911 Fees & Surcharges

 

The Alabama Statewide 911 Board requires Alabama wireless customers to pay a monthly fee of $1.75 for 911 services to their wireless carrier. All amounts collected by the wireless carriers are turned over to the state. The 911 statewide system connects callers to emergency services. The 911 fees apply to all wireless customers, including Lifeline customers.

You can make your monthly payment in the amount of $1.75 by using one of three options:

 
Call 1-800-321-5880
Send a check or money order payable to Assurance Wireless. Mail To:
Assurance Wireless
PO Box 874631
Kansas City, MO 64187-4631
Pay online through
My Account
using a credit card, debit card or PayPal.
 

Please, DO NOT SEND CASH by mail. If paying by check or money order please make it payable to: Assurance Wireless. Please write your name and 10-digit Assurance Wireless phone number on the check or money order.

If paying online, log in to My Account and click Manage Other Services. Then choose how you would like to pay the Alabama 911 fee.

We will send you a text message each month to remind you when payment is due.

If you have any questions about this fee or your bill, please call 1-888-321-5880.

FREQUENTLY ASKED QUESTIONS

What happens if I can't or don't pay the fee?

Your services will not be interrupted, including your ability to call 911 for emergency services; however, the Alabama Statewide 911 Board requires all Alabama wireless Lifeline providers, to collect this fee on their behalf.

Why do I have to pay the fee when Lifeline service is free?

The Alabama Statewide 911 Board ("911 Board") requires Lifeline customers, like Assurance Wireless customers, to pay a 911 fee even when the Lifeline customer gets the service for free. 911 - sometimes called E911 - is a system that links callers with the appropriate public safetyE911 answering center to access emergency services.

Does Assurance Wireless keep the 911 fee?

No, Assurance Wireless collects the fee on behalf of the state of Alabama. Everything we collect from customers is sent to the state of Alabama.

Do I have payment options such as paying once a year, a few months at a time or once a month?

Yes. You can pay once a year, a few months at a time or once a month while you are an Assurance Wireless customer.

Can I pay in a Sprint or Virgin retail store or through another retail store that sells Virgin Mobile top up cards?

No. At this time, you can only pay with the options outlined above.

What happens if I make an advance payment and end up stopping my Assurance Wireless service?

You may be eligible for a refund for the advance payment from the Alabama Statewide 911 Board but Assurance Wireless cannot process your refund. To process the refund or to learn more, you can contact the Alabama Statewide 911 Board, Deputy Director at (334)-440-7911

Please make sure you explain that you were an Assurance Lifeline customer, paid your Alabama 911 fee in advance of its due date, that your Assurance Wireless Lifeline service has now ended and provide the number of months you paid in advance for refund purposes. Your proof of payment is your cancelled check, your money order receipt or your credit/debit card statement.

If I paid Assurance Wireless in advance for the Alabama 911 fee, but I'm no longer a customer, why can't I get my money back from you?

I'm so sorry, but we only collect the fee for the state of Alabama. Everything we collect from customers is sent to the state of Alabama. That's why you must get your money back from the Alabama Statewide E911 Board. 

The Kentucky 911 Services Board ("911 Board") charges us a monthly charge for 911 services on each line of service. We choose, at our discretion, to recover this cost from you. 911 - sometimes called e911 - is a system that links callers with the appropriate public safety e911 answering center to access emergency services.

Payment Options:
2 months for $1.40
6 months for $4.20
1 year for $8.40

 

Please pay the 911 surcharge using a credit card, debit card or PayPal (NO CHECKS OR CASH):

 
Call 1-888-321-5880
Pay online through My Account
 

If paying online, log in to My Account and click Manage Other Services. Then choose how you would like to pay the Kentucky 911 surcharge.

If you have any questions about this surcharge, please call 1-888-321-5880.

Surcharges are not taxes, and we are not required by law to assess them.

FREQUENTLY ASKED QUESTIONS

What happens if I can't or don't pay the 911 surcharge?

If you don't pay the 911 surcharge, your services will not be interrupted, including your ability to call 911 for emergency services.

Why do I have to pay a surcharge when Lifeline service is free?

The surcharge is set by the Kentucky 911 Services Board ("911 Board"). We choose, at our discretion, to recover this cost from you. 911 - sometimes called e911 - is a system that links callers with the appropriate public safety e911 answering center to access emergency services.

Why is Assurance Wireless collecting the 911 surcharge set by the Kentucky 911 Services Board?

Assurance Wireless is collecting this surcharge because Sprint, the parent company of Assurance Wireless, is paying the 911 surcharge for Assurance Wireless customers.

Can I pay the 911 surcharge one month at a time?

Unfortunately we cannot process any payment under one dollar so we cannot process a single monthly payment, which would amount to ¢70.

Do I have payment options such as paying once a year or a few months at a time?

Yes. You can pay $1.40 for two months, $4.20 for six months or $8.40 for the year, while you are an Assurance Wireless customer.

Can I pay the 911 surcharge in a Sprint or Virgin retail store or through another retail store that sells Virgin Mobile top up cards?

No. At this time, you can only pay with a credit card, debit card or PayPal. We cannot accept cash or checks.

What happens if I make a 911 surcharge advance payment and end up stopping my Assurance Wireless service?

You are eligible for a refund for the 911 surcharge advance payment. To receive a refund, call the Assurance Wireless Customer Care team at 1-888-321-5880.