You can prevent being disconnected while on the phone by avoiding the following:
The incarcerated individual telephones have features that may disconnect your call if a violation is detected. To avoid being disconnected,
DO NOT:
Transfer or put the call on hold
Use or answer call waiting
Use a cordless phone (static could cause a disconnect)
Press extra numbers on the touch-tone keypad
Stop your conversation for long periods of time (a period of silence may cause a disconnect)
Do not make any kind of 3-way call
Use a cell phone with features
Avoid using Speakerphone
Avoid using headsets (wired or Bluetooth)
Avoid taking calls while signal is weak, or they are moving
Turning off any auto downloads to applications, GPS, or e-mail.
Scheduled call times can help to avoid being interrupted by call waiting.
Provided in our Terms & Conditions when the account was established. Securus cannot be responsible for the transmission quality of wireless/cellular networks. These networks experience dropped calls.
If you experience dropped calls, you can fill out a dropped call form giving us permission to investigate the reason why the call(s) may have dropped.
Once the investigation is completed you will receive a response and a possible credit for the dropped calls.
Click HERE to complete the form.
Credit Requests for Calls Made to a Wireless Phone
Will I receive a credit for dropped calls on my wireless phone?
If you believe you were disconnected for another reason, click HERE to complete and submit the attached form within 90 days of the disputed call.
Please allow up to 5 days from receipt of the form for resolution.
Disconected Call Form
How do I receive credit for a disconnected call?
If you believe you were disconnected, please click HERE to print, complete and submit the attached form within 90 days of the disputed call. Please allow up to 5 days from receipt of the form for resolution.