PrisonerConnect.com's Frequently Asked Questions
YOU ARE STILL RESPONSIBLE FOR PAYING FOR THESE CALLS THIS DOES NOT
COME OUT OF WHAT YOU PAY US
1. What is an Prisoner Connect Number.
Answer: Prisoner Connect has developed unique technology to allow you to have a "local" (to the prison) phone line that rings wherever you live!! This means with Prisoner Connect, the inmate will be calling a "local" number to reach you, your home, or office instead of dialing "long distance" at overly inflated rates. That way the savings stay in your inmates commissary account.
2. How does Prisoner Connect save me money?
A. Our service reduces the existing costs of receiving calls from prison and jails. It works with the phone systems, but makes them cheaper because we provide you a local phone number based on the prison / jails location allowing your inmate to call you at your home or cell number.
3. Why does my inmate need a Prisoner Connect Number?
A. By using a Prisoner Connect to call home, inmates will be saving a tremendous amount of money by eliminating the high costs of "long distance".
4. Why do I need a local phone number to the prison?
A. To save you money on your calls. Direct dialed calls and pre-paid accounts are all based on how far the inmate is calling on a phone call. By using one of our local phone numbers, the distance is reduced to as short as possible to the prison. Saving you money on each call.
5. If an inmate uses a Prisoner Connect Number will it violate the prison rules or polices?
A. Of course not. Our infrastructure uses the same phone lines as any other phone call. When calls are made through our system, all the prison security systems will still be in place. Your calls can still be monitored by them and you can still deny or accept any call, any time. All prison rules and regulations are still in effect.
6. How much will I save with an Prisoner Connect Number?
A. Your saving will vary. Since most of these calls will still need a pre-paid account with the phone provider associated with the jail, it will depend on what they discount for local calls versus long distance calls. We have found that these savings are typically 35-90% on each call.
7. What are the benefits of the Prisoner Connect Numer for the inmate?
A. Basically, the amount of money the inmate pays per minute to talk to you is greatly reduced! For example: If an inmate currently spends $50 a month on phone time, their phone costs instantly become much less, but they still get to talk the same amount of time, or even more time now that their phone cost is so much cheaper! This means that the inmate gets to keep more money in their commissary account
8. What do you mean by "forward to"?
A. The "forward to" is a term we use for the existing phone number where the new Prisoner Connect number will be answered. All calls to the new phone number we issue, will ring on the "destination" phone of your choice.
9. Can I use a Prisoner Connect number with my current home phone? Cell phone? Office phone?
A. Yes you can! Prisoner Connect can use any active phone you currently have: home phone, cell phone, office phone, any active phone! You do not have to buy a new phone nor any hardware to have a Prisoner Connect number, so the savings start with the very first call!
10. What does a Prisoner Connect number cost?
A. The Prisoner Connect number has a lower per minute charge than current inmate calls. Using Prisoner Connect will significantly reduce the cost of the actual call from the prison, there is also a small fee to us for providing the service. To find out the cost of your specific plan, please go to the plans and pricing.
11. Is your service allowed to be used at a Federal prison?
A. Yes it is. We do not change any of the procedures used to ensure a "safe" call with the BOP. We provide a local phone number outside the prison, but still local to it. When a Federal inmate uses this number, they still go through the prison phone system and they still must put the number on their approved call list. The difference is that future calls will use this new number. This is how they stay within the rules, but change their costs from 23¢ a minute to only 6¢ per minute.
12. Does Prisoner Connect work with state prisons?
A. Yes it does. It was designed to work with any phone system which will give a price break for local versus long distance calls. If the prison requires collect calls it will be necessary to setup a pre-paid account with the prison phone provider, but we have found that in most cases you will still receive a large discount from those providers because now your inmate is using a local phone number to call you!
13. Does Prisoner Connect work with city and county jails?
A. Yes it can. Our service works by providing a local phone number to the jail. If you are already a local call to the jail, then it is doubtful that we will be able to save you any on your calls. We have discovered that if you are more than 15-20 miles away from the jail, a local phone number can help, and we will save you money on your calls!
14. I purchased a cell phone with a local number to the prison and my inmate was still charged long distance rates. How does Prisoner Connect guarantee local calling rates with the Bureau of Prisons?
A. In our testing we found that the BOP has very strict rules governing what is a local call and what is not. Having the same area code is not good enough for local rates. In fact, we found that the BOP does not even follow the “rules” for local calls used by most phone companies. We verify each and every number to ensure that our lines are charged local rates to each prison.
15. Can I add additional Prisoner Connect numbers?
A. Yes you can! You can have as many Prisoner Connect numbers as you want! You can have a Prisoner Connect number for every active phone you own if that's your choice! Every call to a Prisoner Connect number an inmate makes is a local call for them, but each Prisoner Connect Line rings at up to TWO of your chosen phones. Multiple Prisoner Connect numbers may be controlled and charged to a single Prisoner Connect account, allowing the inmate the savings for all the important calls they make. For example: a spouse gets three Prisoner Connect numbers for an inmate: one for her, one for his parents, and one for his brother. Each Prisoner Connect number is assigned a separate local number and all three are then controlled by the one account!
16. How and when will my credit card be charged?
A. Your credit card will be charged when you complete the signup process. We will then verify if we have a number phone number local to your inmates prison in our stock. If we do, we will issue the phone number to you within 24 hours. Unless you purchase the 3 Hr Quick Setup Activation for an additional fee. Ebrand Plus will appear on your credit card statement. Depending on what plan you choose (Monthly or 3 Months Plan) We agree we may charge your card a few days before your automatic rebilling due date comes up to assure continued service as if your card declines you will have time to correct billing issues to avoid losing your local number before actual due date.
If we do not have the number in stock, we will begin working to get the local number closest to the facility and automatically notify you by email once it is activated!
17. Why is there a monthly fee for the Prisoner Connect number even if my inmate doesn't make any phone calls that month?
A. For each Prisoner Connect number, there is an actual local phone number near the inmates prison. Every phone number has some monthly origination charges and taxes. This monthly charge for each Prisoner Connect number is part of our cost in providing the service to you.
18. How much do I save if my inmate is in a Federal prison?
A. The Bureau of Prisons charges 23¢ a minute for all direct dialed non-local calls. Local calls, such as our numbers, are only charged 6¢ a minute. So if your inmate is calling for their entire 500 minutes each month, the costs for the calls will directly drop from $69 to only $19 using our services.
19. If the number you issue to me is rejected by the jail, Do I get my money back?
A. Unfortunately No. We are not connected to the jail in anyway and we provide a service of forwarding calls to your specified phone(s) and regardless the service is provided. You are required to know the correctional facilities rules and policies before ordering service from us.We have heard stories that the jails contracted phone provider is telling customers false statements that it is criminal and fraud to have a local number being forwarded but that is 100% false. Ask them under what penal code is that? Its basically the greedy multimillion dollar PRIVATE company that pays the jails and sheriffs kickbacks to monopolize on this franchise and to furthur overcharge the families of the incarcerated. It is in your best judgement to get your number approved the best way you can to avoid them shutting you down when you just want to save money.(Your not the one in jail and is not breaking any laws)
If you purchased the Number Reject Insurance: Number Reject Insurance (optional) - $9.00 USD One Time
Sometimes the facilities contracted phone company could reject the local number issued to you. This Insurance will cover your cost in the event the facility rejects your number. You will be entitled to a refund of your calling plan costs minus the Set-Up activation fee and Insurance fee You MUST contact us within 24 hrs after number is issued to redeem claim. It is void after that time.
20. What if my home phone service and/or home number changes? Can I have an established Prisoner Connect number changed to ring on my new phone?
A. Yes! Any one phone can be connected to each Prisoner Connect number.
21. I do not live in the United States. Will a Prisoner Connect number help my inmate save money with calls to other countries?
A. Of course! It may help you more than someone who lives in the US! Most prisons charge a huge amount to make long distance calls to other countries. Prisoner Connect is dedicated to providing cost savings to all our clients!
22. Why must you know where my inmate is located?
A. This is a very important question. To properly issue your number number that will save as much money as possible, it is vital that we know the correct location for each inmate.
Our service works by making sure that each inmate is dialing a local call to their particular prison. The only way to be sure of this is to have an accurate location for them!
23. What about the privacy of my information?
A. We do not share or sell your information with any one in any way. We consider the privacy of our subscribers and users to be our top concern and priority.
24. Why is there a "security" question when I sign up?
A. This is used as an additional level of verification in cases in which we need to verify that you are you!
25. If my inmate uses your services, will it violate the prison rules or policies?
Certainly not. The principle is the same as any other phone call. When calls are made using our services, all the prison security systems will still be in place. Your calls can still be monitored by them, and you can still deny or accept any call, any time. All prison rules and regulations are still in effect.
26. So I still have to pay the jails phone provider and you too?
A. Yes, we are separate from the jails contracted phone provider, You must still keep a balance on the inmates calling account through the jail or the inmate to make any type of call. We have no control over the charges the jail imposes for a inmate to call out. We just provide a local number near the jail to reduce the costs of the call for you and the inmate!
27. If I dont use all my minutes in a month, Do they rollover?
A. Yes they do. But you must use them as they expire after 60 days.
Q. How do I cancel my Prisoner Connect Account?
A. Simply cancel from your members area account. Your account will be canceled at the end of your billing cycle and your bank card will NOT be billed again.You also can open a cancellation ticket from your client area to cancel.
Q. Im trying to order your service. Why cant I login?
A. You will not be able to login to the clientarea unless you are first a paid subscriber
Q. I prefer to speak to someone. Can you call me?
A. Sorry to keep costs down and us to concentrate on provisioning local numbers for our customers. the only way to contact staff is via our Support Ticket Desk HERE
Q. I still dont understand this process too well. Can you exlain this whole thing to me better?
This is basically like a home phone with a certain amount of minutes. all included in the price. We are not connected to the jails phone system. We provide a virtual local number close to the facility the inmate is housed. The inmate calls the number (as a local call) eliminating all long distance charges and it is instantly forwarded to your destination phone (cell/home/work) anywhere in the USA saving you from outrageous long distance charges
You still have to have a prepaid account with the facility for the inmate to have outgoing call service.
Plain and simple we make all the calls a local call saving you from long distance charges
This will not work for collect calls
You MUST still have a prepay account (Global Tel Link,secureTech,Vconnect, ect ect) with the jails phone provider to call out to our numbers for us to forward the calls to your destination phone(s)
If the inmate does not have money on their call account the phone call will not connect
You do not have to make any changes to your current phone situation
We are not connected to any jail phone systems . This is a outside number that the inmate calls to be transferred to you
Our minutes are used to transfer calls to your phone as we eat the long distance charges for you and your only charged locally by the jails phone provider
Our numbers are guaranteed to ring your phone when dialed (You are expected to test the number yourself to see if it is activated first before giving it to the inmate)
We are not responsible if the jails provider does not allow you to use any number we provide. After a number is activated and issued to you, they are non-refundable
Yes the minutes are rollover but you must use them within 60 days or you lose them
AGAIN YOU MUST STILL KEEP THE CONTRACTED PHONE PROVIDER TO THE JAIL FOR THE INMATE TO CALL OUT TO OUR LOCAL NUMBERS
WE ARE NOT CONNECTED TO THE FACILITY. THIS IS TO PROVIDE A LOCAL NUMBER THAT IS IN THE AREA OF THE JAIL FOR ALL CALLS TO BE CHARGED AS A LOCAL CALL FOR THE INMATE SAVING YOU MONEY BY US EATING THE LONG DISTANCE CHARGES FOR YOU