Abuse Survivors Face Delays, Denials in Separating Phone Lines

FCC complaints reveal issues with federal law meant to protect domestic violence victims

Apr. 17, 2026 at 2:05am

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A brightly colored, high-contrast silkscreen print of a single, iconic smartphone icon repeated in a tight grid pattern, utilizing flat, vibrant, and unnatural neon color palettes overlapping with heavy black photographic outlines to turn the everyday technology object into a conceptual pop art representation of the challenges domestic abuse survivors face in accessing secure communication.As domestic abuse survivors struggle to access the phone protections promised by federal law, the barriers they face underscore the need for stronger enforcement and accountability.Salt Lake City Today

A KSL Investigates report has uncovered dozens of complaints filed with the FCC about domestic abuse survivors facing delays, denials, and technical problems when trying to separate their phone lines from an abuser's account under the federal Safe Connections Act. The law requires cell providers to complete this process within two business days, but the complaints show many survivors are struggling to get the protections they're entitled to.

Why it matters

Access to a secure, independent phone line can be critical for domestic abuse survivors, allowing them to safely contact emergency services, family, and support networks. The complaints suggest the Safe Connections Act is not being properly enforced, leaving vulnerable people without the safeguards the law was meant to provide.

The details

The KSL Investigates report obtained 67 pages of FCC complaints filed since the Safe Connections Act took effect in July 2024. The complaints describe delays of over a week, technical issues, and outright denials by major cell providers like AT&T, T-Mobile, Comcast, Verizon, and Spectrum when survivors tried to separate their lines. One complaint said the 'abuser intentionally disconnected the phone line today leaving an elderly, medically vulnerable, protected party without access to emergency and medical services.'

  • The Safe Connections Act went into effect in July 2024.
  • The FCC complaints were filed from July 2024 through early 2026.

The players

Safe Connections Act

A federal law that requires cell phone providers to allow domestic abuse survivors to separate their phone line from an abuser's account and keep that information confidential, with the process to be completed within two business days.

Kristen

A domestic abuse survivor who previously struggled to separate her phone line and now reviewed the FCC complaints, saying 'the abuser intentionally disconnected the phone line today leaving an elderly, medically vulnerable, protected party without access to emergency and medical services.'

Kim Wolf

Communications specialist with the Utah Domestic Violence Coalition, who said access to a phone can be critical for survivors and 'we just can't keep on failing victims.'

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What they’re saying

“We just can't keep on failing victims. It could be their life that is in our hands. It could be their faith in even reporting the abuse in the first place. We cannot keep letting victims down.”

— Kim Wolf, Communications specialist, Utah Domestic Violence Coalition

What’s next

Advocates say the burden often falls on victims to push for enforcement of the Safe Connections Act, and they are calling for stronger oversight and accountability from cell providers and regulators to ensure the law is being properly implemented.

The takeaway

This investigation highlights the gap between the policy intent of the Safe Connections Act and the real-world experiences of domestic abuse survivors who are still facing significant barriers to accessing the protections the law was meant to provide. It underscores the need for better enforcement and a more survivor-centric approach from cell providers and regulators.