COX ACP Dead End at ID.me

Thanks to Becky, Brian and Shaun from Cox Social Media Support Team.

Thanks to Bruce (COX Internet Forum)

Finally, I can verify my Public Benefits Recipient verification with ID.me.

Sam from the ID.me escalation support team told me to submit any of these following form

• Any 1099 Form (i.e, 1099-MISC, 1099-NEC, 1099-G, etc.) as long as the 1099 form that is not generated by the applicant (TurboTax).

You need to choose "Current income statement from an employer" for 1099-NEC or 1099-Misc.

Sam acknowledged the ID.me's categories have been misleading. On the dropdown menu it will list eligible documents including "Prior year’s state, federal, or tribal tax return" but a 1040 form document is not considered a valid tax return.

Hi Everyone!

Cox is helping to administer the federal government’s Affordable Connectivity Program (ACP), designed to help Americans stay connected to the internet. By "government" I mean lots of red tape to cut and many hoops to jump through. As part of this government requirement, customers who initially enrolled in the Electronic Broadband Benefit (EBB) Program in 2021 must requalify for ACP by December 31, 2022 by going to www.cox.com/acp. Cox customers please note: the recertification process requires that you start the process at www.cox.com/acp. You will then be linked to ID.me to complete the identity verification process.

ID.me is now requiring biometric verification. The preferred method is to upload a copy of your driver’s license (or state ID) and a selfie picture taken on a mobile device. There is also a video chat option for those who are not able to provide a selfie via a mobile phone. We checked with ID.me on the biometric requirement and received this in reply from ID.me:
"Our service may require you to upload an image of your government issued or other identification document(s) with your photographic image or “selfie” photograph of yourself using your mobile or other device. We use these images to create a facial geometry or faceprint which we use for purposes of identity verification and to prevent the fraudulent creation of multiple accounts in a fraudulent manner."

I know this is super-frustrating for everyone who qualifies for the monthly ACP subsidy, and I wish there were fewer hoops to jump through. We truly want you to receive your subsidy and will do everything we can to make this happen for you. Please email us at cox.help@cox.com if you need further ACP application or recertification process.

@qin123, the Universal Service Administration may be able to answer your questions about proving income. Go to https://affordableconnectivity.gov/how-to-apply/show-you-qualify/ for information on submitting income documentation.

-Becky, Cox Support Forums Moderator

I believe OP had completed the ID verification but is stumbling on the income verification.

Hi Becky,

I understand that ID.me does not accept 1040 tax form, the tax forms that we complete ourself using Turbo Tax. for example, the 1040-SR.

ID.me asks for Social Security Benefits statement, SSA-1099 or SSA-1042S, that SSA send out in January for people who received the Social Security Benefits from SSA.

help.id.me/.../4417587013527-Cox-Communications-and-ID-me

help.id.me/.../1500002994541

These are the documents that ID.me asks for Public Benefits.

Qualifying low-income (200% or below of the Federal Poverty Guidelines).

Documents to proof of Income:

• Prior year’s state, federal, or tribal tax return
• Current income statement from an employer
• Statement of benefits from the Social Security Administration (SSA)
• Unemployment or workers’ compensation statement of benefits
• Divorce decree or child support award

ID.me should remove the first bullet point, as they do not accept 1040 tax form.

They should provide alternative to applicants who do not have these following documents.

• Current income statement from an employer
• Statement of benefits from the Social Security Administration (SSA)
• Unemployment or workers’ compensation statement of benefits
• Divorce decree or child support award

The FCC/ACP USAC accepts the 1040 form.

The ID.me does not accept the 1040 form.

I do not receive the SSA-1099 or SSA-1042S (Social Security Benefits Statement) from SSA as I have not started the benefits yet. I want to wait.

The FCC USAC has accepted my 1040 and approved my application but the "ID.me" red tape.

This is the response/email from ID.me

Prior year’s state, federal, or tribal tax return

This document does not match the document type selected

Can COX use the approval code/id from FCC USAC?

I can email the approval letter from FCC USAC to cox.help@cox.com

but a 1040 form document is not considered a valid tax return.

It's not misleading...it just doesn't make sense.

ID.me claims the 1044 form that applicant created/generated using TurboTax is not considered a valid tax return.

On the other hand, a 1099-NEC, 1099-MISC, 1099-G, 1099-B or 1099-INT are issued by third party (employer, casino, CA lottery, broker, bank, etc) is considered a valid tax return.

ID.me should rephrase their requirements because a form 1040 (in any incarnation) is the very definition of a "tax return."  The IRS imposes a tax liability on us and we legally response (return) to the mandate with our tax return or "legal report."  Those 1099 forms are tax statements to accurately report our income(s).

Hi Bruce,

This is the response from ID.me.

We are now in the process of rewriting our categories to be more transparent. You have our sincerest apologies as the lack of clarity has led you to this point.

Hi Jonathan,

I am good.

I received the official confirmation email from COX.

You’ve successfully re-qualified for the federal government's Affordable Connectivity Program (ACP) and will continue receiving a monthly discount.

rewriting our categories to be more transparent

I noticed ID.me avoided the word "accurate" because "transparent" is so overused nowadays, readers would just gloss over it.  No company is transparent any more.