Assist Wireless Accessibility Policy

Last Updated: June 1, 2023

Changes from previous version: 

  • Original document incorporating prior version of Hearing Aid Compatibility Disclosures
  • Added information on Accessibility of Services and Devices
  • Added section on Telecommunications Relay Service

This policy provides information about how individuals with disabilities can use Assist Wireless, LLC’s (Assist Wireless) wireless services. Hearing, visual, or speech impaired individuals interested in applying for a specially equipped Assist Wireless wireless device must contact Assist Wireless and specify their needs to a representative. Assist Wireless will attempt to assist such customers in obtaining and making available a device that meets their needs.

Hearing Aid Compatibility

 The Federal Communications Commission (FCC) has adopted specific hearing-aid compatibility rules for cell phones to ensure that manufacturers develop phones that are compatible with hearing aid devices and assist hearing device users in finding those phones. Specifically, the FCC relies on standards developed by the American National Standards Institute (ANSI) to help consumers identify which cell phones are compatible with hearing aids. Under the 2019 ANSI Standard, a phone is hearing aid compatible if it is labeled as such.  The 2011 ANSI Standard uses a rating system: compatibility with telecoil hearing aids is based on a ‘T’ rating (T1 through T4), while compatibility with microphone hearing aids is based on an ‘M’ rating (M1 through M4).

The higher the M or T rating assigned to a phone, the less interference there is to hearing aid users—phones that receive a rating of 3 or 4 are deemed to be hearing aid compatible.

Today, most cell phones are designed to be compatible with hearing aids under the ANSI Standards, and therefore reduce or completely eliminate interference that some hearing aid device users may experience when using a cell phone. Interference occurs when the electronics within the hearing aid device pick up and demodulate radio frequency (RF) or electromagnetic interference (EMI) emitted by the cell phone or other sources, which may result in a buzzing, humming, or whining noise for users with hearing aid devices while using certain cell phones. In addition to the hearing aid compatibility of the device, the amount of interference experienced will vary depending on the design of the hearing aid.

While the ANSI Standards are a useful tool for consumers when choosing the right cell phone, they do not guarantee that a phone will not cause interference with a particular hearing aid. Additionally, while phones have been tested and rated for use with hearing aids for some of the wireless technologies that they use, there may be some newer wireless technologies used in phones that have not yet been tested for use with hearing aids. If you use a hearing aid device, it is important that you try the different features of your phone thoroughly and in different locations, using your hearing aid, to determine if you hear any interfering noise. Your hearing device manufacturer or hearing health professional can help you with questions about your hearing device. You can also consult the manufacturer of your phone for more information on hearing aid compatibility. Additionally, if your cell phone is not working with your hearing aid device, please contact Assist Wireless Customer Service using the contact information identified below or your wireless phone retailer about phone return or exchange policies.  Assist Wireless’s phone and exchange policies are set forth in the Terms and Conditions.

Assist Wireless ensures that a certain portion of the wireless phones it offers are hearing aid compatible under the ANSI standards. Assist Wireless currently offers the following hearing aid compatible wireless phones:

Make M Rating T Rating FCC ID Level of Functionality ANSI Standard
Alcatel 4044C 4 4 2ACCJN012 Flip 2019
Alcatel 4052R 4 4 2ACCJN032 Flip 2019
Alcatel 5002 4 3 2ACCJH118, 2ACCJH120, 2ACCJH124 Smartphone 2019
Alcatel 5044C 4 3 2ACCJB079, 2ACCJH062, 2ACCJH063, 2ACCJB090 Smartphone 2019
Apple IPhone 5s 3 4 BCG-E2642A Smartphone 2019
Apple iPhone 6 3 4 BCG-E2816A Smartphone 2019
Apple iPhone 6 Plus 3 4 BCG-E2817A Smartphone 2019
Apple iPhone 6S 3 4 BCG-E2946A Smartphone 2019
Apple IPhone 6S Plus 3 4 BCG-E2944A Smartphone 2019
Apple iPhone 7 3 4 BCG-E3091A, BCG-E3085A Smartphone 2019
Apple iPhone 8 3 4 BCG-E3159A, BCG-E3172A Smartphone 2019
Apple iPhone X 3 4 BCG-E3161A, BCG-E3175A, BCG-E3176A Smartphone 2019
Apple iPhone 11 3 4 BCG-E3309A Smartphone 2019
Coolpad Catalyst 4 3 R38YL3622A Smartphone 2019
HTC U11 4 3 NM82PZC100, NM82PZC500 Smartphone 2019
Kyocera Hydra View 3 4 V65C6742 Smartphone 2019
Kyocera Hydro XTRM 3 3 V65C6522 Smartphone 2019
LG K10 3 3 ZNFX410AS, ZNFX410CS Smartphone 2019
LG K30 3 3 ZNFX410PM Smartphone 2019
LG G4 3 3 ZNFUS991, ZNFLS991, ZNFVS986 Smartphone 2019
LG Stylo 2 Plus 3 4 ZNFK550BN, ZNFK557,ZNFK550BN Smartphone 2019
LG Stylo 4 Plus 4 3 ZNFQ710AL Smartphone 2019
Lush MINT 4 4 2AQ4GMS5414G Smartphone 2019
Maze Speed 4 4 2AL40-SPEED Smartphone 2019
MAZE SPEED 4 4 2AQ4G-MS5514G Smartphone 2019
Motorola E5 4 3 IHDT56XF2, IHDT56XF4, IHDT56XF5, IHDT56XF6 Smartphone 2019
MOTO E4 3 3 T56WC1 Smartphone 2019
Motorola Gstylus 3 3 IHDT56AL4 Smartphone 2019
Motorola Gpower 3 3 IHDT56AH4 Smartphone 2019
Motorola Gplay 3 3 IHDT56ZP6 Smartphone 2019
Motorola Gpure 3 3 IHDT56ZX2, IHDT56ZX1 Smartphone 2019
Revvl Plus 3 3 R38YL3701A Smartphone 2019
Samsung Galaxy A10 3 4 A3LSMA105M Smartphone 2019
Samsung Galaxy J7 3 3 A3LSMJ700F, A3LSMJ700H, A3LSMJ700M, A3LSMJ700T Smartphone 2019
Samsung Galaxy Grand Prime 3 3 A3LSMG530AZ, A3LSMG530T, A3LSMG531H Smartphone 2019
Samsung Galaxy A02 3 3 ZCASMA025U, ZCASMA025M, ZCASMA025V Smartphone 2019
Samsung Galaxy A03 3 3 ZCASMA037U, ZCASMA037M Smartphone 2019
Samsung Galaxy S9 4 3 A3LSMG960U, A3LSMG960F, A3LSMG960KOR, A3LSMG9600 Smartphone 2019
Samsung Galaxy S9+ 4 3 A3LSMG965U, A3LSMG965F, A3LSMG965KOR, A3LSMG9650 Smartphone 2019
Samsung On5 3 3 A3LSMG550FY, A3LSMG550T Smartphone 2019
Samsung Note 7 4 4 A3LSMN930U, A3LSMN930F Smartphone 2019
SOHO Style 4 4 2AL40-K5016C Smartphone 2019
SOHO STYLE 5 4 4 2AQ4GMS5414G Smartphone 2019
SOHO Style 5.5 4 4 2AQ4G-SSB554R Smartphone 2019
Schok Volt 4 3 2ALZM-SV55216 Smartphone 2019
TCL 30z 4 3 2ACCJH159, 2ACCJH162, 2ACCJH152 Smartphone 2019
TCL A509 3 3 2ACCJH131 Smartphone 2019
UMX U693CL 4 3 P46-U683CL Smartphone 2019
Wiko U307 3 4 2AM86WU300AS Smartphone 2019

Assist Wireless currently offers the following additional phones, which are not hearing aid compatible:

Make FCC ID Level of Functionality
SKY Elite P55 2ABOSSKYELITEP55 Smartphone
X-Mobile X55 2A5WBXMOX55 Smartphone

For additional information about hearing aid compatibility with wireless phones, see the FCC Guide at www.fcc.gov/hearing-aid-compatibility-wireless-telephones or the wireless industry association’s consumer resource guide at

www.accesswireless.org/resources-for-consumers/hearing-resources. For more information about accessibility features available in current and older phones, visit the Global Accessibility Reporting Initiative’s website at www.gari.info.

Accessibility of our Services and Devices 

The wireless devices offered by Assist Wireless may function using different operating systems. For information on the accessibility features available with the operating system in some of the devices Assist Wireless offers, please consult the manuals included in those devices and visit the following links:

Telecommunications Relay Service

Telecommunications Relay Service (TRS) is a communication service that permits individuals with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities through a TRS center. Different forms of TRS include Text-to-Voice TTY, Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech-to-Speech (STS), Spanish Text-to-Voice TTY, Captioned Telephone, IP Captioned Telephone, IP Relay, Video Relay Service (VRS), and Real-Time Text (RTT). More information about the available types of relay service can be found on the FCC’s TRS website at www.fcc.gov/consumers/guides/telecommunications-relay-service-trs.

TRS is available in all 50 states and all U.S. territories for local and long-distance calls. TRS providers are compensated for the costs of providing TRS from either a state or a federal fund, and there is no charge to TRS users other than standard calling rates. TRS can be reached by dialing 711 or by contacting your state relay provider, as listed in the FCC’s TRS Directory at www.fcc.gov/general/telecommunications-relay-services-directory. In the event of an emergency, TTY users should call 911 directly.

Using Text Telephone (TTY) with Assist Wireless’s Services

A TTY is a special device that enables individuals who are deaf, hard of hearing, or speech-impaired to use the telephone to communicate. TTY works by allowing people to type messages back and forth to one another instead of talking and listening. A TTY is typically required at both ends of the conversation, but TRS can translate conversations for text-to-voice calls.

The FCC requires digital wireless carriers to have the capability to transmit a call from a wireless phone that is connected to a TTY. While the FCC mandate pertains specifically to calls made to 911, the ability to make a call to 911 means that users can also complete a call to anyone, anywhere, provided the party on the receiving end of the call also has a TTY or the call is translated through TRS. All Assist Wireless service plans and most wireless phones it offers will work with a TTY.

TTY calls, including those to 911, cannot be made while using IP-based calling, such as Voice over LTE (VoLTE) and Wi-Fi Calling. Customers with communications disabilities who need to call 911 while using IP-based calling should use IP Relay, Video Relay, or IP Captioned Telephone Service to reach emergency personnel. Where available, customers may also send a text message to 911 directly (text-to-911).

Using Real-Time Text with Assist Wireless’s Services

Real-time text (RTT) allows real-time transmission of text messages as they are being composed, making these messages more equivalent to typical voice conversations. RTT also allows voice communication at the same time as text communication (simultaneous voice and text). Unlike other types of texting methods, RTT is similar to a voice call in that an RTT call must be placed and the other party must answer the call for communication to occur, and the parties must hang up the call when it is over. Customers using RTT-enabled devices may be able to communicate using RTT with individuals who are also using RTT-enabled devices on a network that supports RTT. Using RTT while connected to Assist Wireless’s wireless network will consume your voice minutes.

Using Other Telecommunications Relay Services with Assist Wireless’s Services

Assist Wireless’s data services may support use of IP-based telecommunications relay services including Video Relay Service, IP Relay, and IP Captioned Telephone Service. These TRS offerings are a more effective means than TTY of placing assisted calls, including to 911. Using these services while connected to Assist Wireless’s wireless network will consume your data allotment.

Customer Support

If you have questions about how individuals with disabilities can use Assist Wireless’s wireless services, please contact Assist Wireless customer service using the following information:

Email:  info@assistwireless.com

Phone: 1-855-392-7747 or 611 from your Assist Wireless Device during normal business hours: Monday-Friday, 10AM-6PM/CT.

Mail:  Assist Wireless, 2711 Lyndon B Johnson Fwy, Ste 1065, Dallas, TX 75234

Lifeline Program

Due to sharing many of the same eligibility requirements those currently enrolled in the lifeline program may qualify for The Affordable Connectivity Program (ACP) also.

Medicaid / Medi-Cal

Program Approval Letter, Benefit Statement, or Verification of Coverage Letter, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary,
  • Address of the beneficiary, and
  • Date of the award

OR

Eligibility Screenshot or printout from an online portal or website tool, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary
  • Medical Identification number, OR
  • Case number,
  • Eligibility dates, OR
  • Current participation status

Federal Veterans Affairs (VA) Veterans & Survivors Pension Benefit

Pension Grant Letter, should contain the following basic information:

  • Participant’s name
  • Address
  • A decision about the participant’s monthly entitlement amount
  • Payment start date

Federal Public Housing Assistance (FPHA)

FPHA award letter, should contain the following basic information:

  • Name of the program,
  • Date of the award,
  • Name of the beneficiary, and
  • Award amount.

Supplemental Security Income (SSI)

Approval Letter or Benefit Statement issued by the SSA, or on SSA letterhead.

  • Consumer’s name
  • Date
  • Eligibility Date
  • Claim number OR Other consumer identification number
  • Payment amount

SNAP / Food Stamps / CalFresh

Program Approval Letter, Benefit Statement, or Verification of Coverage Letter, should contain the following basic information:

  • Name of the program,
  • Name of the beneficiary,
  • Eligibility dates, OR
  • Current participation status

OR

Eligibility Screenshot or printout from an online portal or website tool, should contain the following basic information:

  • Name of the program or state equivalent,
  • Name of the beneficiary,
  • Case number,
  • Eligibility dates, OR
  • Current participation status