How to File a Complaint About Phone Service, Video Visits, or Tablets (For Alfred D. Hughes Unit Families)
When phone calls, e-messaging, video visits, or tablets aren't working right, you have a few clear options. Start with the vendor for service issues. If that doesn't resolve things, escalate to TDCJ Inmate Technology Services (ITS).
Having trouble with Securus video visitation - registration, account setup, or a platform glitch? Contact Securus Customer Service first at (877) 578-3658. They can usually fix login and access issues faster than going through a formal complaint.
For phone service questions - setting up your account, confirming how calls work, or fixing registration problems - call (866) 806-7804. This line handles inmate telephone service specifically.
Need to file a formal complaint about vendor service for the Inmate Telephone System, E‑Messaging, Inmate Tablets, or Securus Video Visitation? Use the ITS Contact Form. That's the main intake point ITS uses to track and respond to service complaints.
Prefer to mail your complaint or include printed documentation? Send it to: Inmate Technology Services Contract Manager, PO Box 4016, Huntsville, TX 77342-4016.
You can also email your complaint to offenderphones@tdcj.texas.gov. Include enough detail - account info, what went wrong, when it happened - so ITS doesn't have to follow up for basics.
Want to call the Inmate Technology office directly? They're available Monday through Friday, 8:00 a.m. to 3:00 p.m., except state-recognized holidays. (Schedule effective February 2, 2026.)
Tip: Keep a record of every call and email - dates, times, reference numbers. Save screenshots or error messages too. Whether you submit through the ITS Contact Form or email offenderphones@tdcj.texas.gov, these details help track what happened and when.
What to Include
- ✓ Your loved one’s name and TDCJ number
- ✓ A clear description of what’s not working (phone calls, e‑messaging, tablet access, or Securus video)
- ✓ The dates/times the problem happened (and how many times you tried)
- ✓ Your vendor username and any account identifiers you have (if applicable)
- ✓ Any ticket number or reference number you were given after contacting support
- ✓ Screenshots, error codes/messages, or receipts (if you have them)
Already contacted support? Mention that and include the details. If you called Securus Customer Service at (877) 578-3658 about video visits, note the date and any reference number they gave you. Same goes for phone service issues reported through (866) 806-7804 - include those call details too.
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