IDOC Phone Vendor Transition (Securus → ICSolutions): What Families Need to Know

IDOC is moving phone services from Securus to ICSolutions. The switch kicks off as early as February 3, 2025, but it won't happen everywhere at once - each facility transitions on its own schedule over roughly two weeks.

Rates are changing slightly under ICSolutions. Domestic calls drop to $0.008 per minute, down from $0.009 per minute with Securus.

Screen calls by caller ID? Expect some numbers to look different after the switch. Calls from people in custody will display a facility-specific number. IDOC lists these numbers by facility in its family and friends phone-contact information.

Here's what trips people up: money in your Securus Advance Connect account doesn't automatically transfer to ICSolutions. After the transition, you'll need to contact Securus directly to get a refund on any remaining balance. Call 1-800-844-6591 or visit the Securus website.

If calls stop coming through - maybe a number got blocked, or you blocked one by mistake - ICSolutions can help. Call their customer service at 888-506-8407 or email Customer@icsolutions.com to get a number unblocked.

Once your loved one's facility has switched to ICSolutions, you can set up your own account. IDOC provides a facility-specific page with instructions for friends and family to create an ICSolutions account for Illinois Department of Corrections facilities.

Practical Tips

• ✓ Expect a one- to two-day interruption in phone service at your loved one’s facility during the switch.
• ✓ Keep enough money on Securus Advance Connect for about one to two weeks of calls leading up to the transition date.
• ✓ After the facility’s transition is complete, contact Securus to ask about refunding any remaining Advance Connect balance.

Good news: you won't have to rebuild everything from scratch. IDOC reports that individual in-custody phone credits and phone lists (PAN) will transfer to the new ICSolutions system during the switch.