Questions about universal service continue to evolve as information and communication technology advances, bringing new platforms, services, and business models. Concerns about exclusion remain, particularly in times of transition to new technologies and platforms. While the universal service literature is rich in econometric studies that indicate the drivers of household telephone penetration, without qualitative data directly from those households that experience phonelessness, we cannot understand the causes well enough to design effective policy. This research explores why people are phoneless in the current environment of increased platform and business model choices. Particular focus is placed on understanding the relationship between new technology, platforms and business models and phonelessness. Data is obtained from surveys completed by approximately 100 individuals in Massachusetts who are currently without any voice connection, either landline or mobile, or have been sometime in the past ten years. The survey includes questions about different platforms and communication services in order to learn how they have led to phonelessness. The results of the pilot study show that the vast majority of phoneless households do not choose to be phoneless. The study also shows that the most frequent causes of phonelessness in this population are unemployment and unpredictable bills. Many instances of unpredictable bills leading to phonelessness occur with wireless service or bundled services but are the result of business models for service provision rather than the platforms themselves. Prepaid wireless service is a market-based solution that helps households prevent phonelessness by reducing unpredictability. Universal service policy for voice and broadband can better reduce exclusion with greater attention to business models and practices versus technologies and platforms, and increased emphasis on prepaid service to reduce unpredictability. © 2012 Elsevier Ltd.