How Tennessee prison phone calls actually work: rates, account types, and how to stop unwanted calls

The Tennessee Department of Correction does not allow inbound phone calls to inmates. You can't call the prison and get connected to your loved one, even in urgent situations. All phone contact happens through outgoing calls placed by the incarcerated person using the phone system TDOC has set up.

TDOC's inmate phone system runs on ConnectNetwork (powered by GTL). Setting up paid calling, checking rates, understanding charges: ConnectNetwork is the platform you'll keep running into for Tennessee state prisons.

As of July 1, 2024, the per-minute rate for ConnectNetwork calls dropped to 7.5 cents per minute. If you're budgeting for regular contact, that's the baseline number to use when estimating what a typical call will cost.

On ConnectNetwork, you'll likely see the term "AdvancePay." In plain terms, AdvancePay lets you put money on the outside party's side of calling. Charges come out of a funded account tied to the phone number receiving the calls. Families often prefer this setup because it keeps costs predictable for the person answering.

You may also see "PIN Debit." This is funding tied to the incarcerated person, so they can place calls using their own calling balance when dialing approved numbers. If your loved one manages their own call balance, PIN Debit is the account type you're dealing with.

• ✓ Confirm which type of calling balance is being used for your calls so you know whether costs are coming from an outside-funded account or from the incarcerated person’s calling funds.
• ✓ Use the 7.5 cents per minute rate (effective July 1, 2024) to estimate costs for the call lengths you actually have.
• ✓ If multiple family members receive calls, talk through who will fund calling so balances do not run out unexpectedly.
• ✓ Keep an eye on how quickly minutes are being used up, especially if calls are frequent or long.

In TDOC, an inmate can have up to ten phone numbers on their approved telephone number list. If you change your number or want a new one added, the incarcerated person has to initiate that change through their unit team at the facility. This is why updating your contact info on your end doesn't automatically mean you'll start getting calls. The person inside has to request the update through the process available to them.

1. Write a clear removal request. State that you are on an inmate’s approved telephone list and you want to be removed.
2. Send the request to the facility warden or superintendent. TDOC’s process is a written request to the warden/superintendent.
3. Keep a copy for your records. If calls continue, having your request documented helps you follow up appropriately.

Practical Tips Costs and Surprises

• ✓ Confirm that calling is being handled through ConnectNetwork (powered by GTL) for TDOC.
• ✓ Verify you are using the current per-minute rate of 7.5 cents (effective July 1, 2024) when you do your cost math.
• ✓ Make sure you understand whether the charges for your calls are coming from an outside-funded balance (often described as AdvancePay) or from the incarcerated person’s calling balance (often described as PIN Debit).

Whatever account setup you use, check the balance regularly so a declined call doesn't catch you off guard. Since TDOC phone service runs through ConnectNetwork, that's where most families track calling activity and funding. Expecting an important call? Check your account ahead of time so a low balance doesn't become the reason you miss it.