IDOC phone transition to ICSolutions: what families need to know

IDOC started moving phone services from Securus to ICSolutions on February 3, 2025. The switch is rolling out facility by facility - not all at once - and should take about two weeks total. During each facility's transition, expect brief interruptions. Phone service may pause for one to two days while account funds and data transfer over.

Under ICSolutions, the domestic call rate is $0.008 per minute. That’s a small drop from the prior $0.009 per minute rate, which should help stretch your phone funds a bit further over time.

Money in your Securus Advance Connect account won't automatically transfer to ICSolutions after the switch. If you funded that account to keep calls going, this can catch you off guard. Treat your Securus balance as separate from whatever you set up with ICSolutions. Contact Securus directly for help with refunds or questions about remaining funds.

Contacts

• ✓ ICSolutions Customer Service (phone): 888-506-8407
• ✓ ICSolutions Customer Service (email): Customer@icsolutions.com

1. Expect a staggered rollout - The transition started as early as February 3, 2025 and is happening facility by facility, so your loved one’s facility may switch before or after someone else’s.
2. Plan for short downtime - A brief interruption is possible during the switchover, including a one- to two-day pause in phone service.
3. Don’t assume your Securus Advance Connect balance will carry over - Those funds won’t automatically transfer to ICSolutions, so keep track of what’s left and be ready to follow up with Securus about refund options.
4. Use the right support channel for the problem you’re having - For call setup, troubleshooting, or issues once the new system is live, contact ICSolutions customer service using the information listed above.