Why inmate calls cut off after 20 minutes in the Virginia DOC (and what you can do)

In the Virginia DOC, inmate phone calls are capped at 20 minutes. The limit exists so more than one person gets a turn on the phones. When the clock hits 20 minutes, the system disconnects automatically. The only exception is if the Director specifically authorizes a longer call.

This time limit is enforced by the phone provider, not by the person you're talking to. VADOC uses ConnectNetwork by Global Tel*Link, and the platform automatically cuts the call at 20 minutes.

Not every disconnect is about the 20-minute limit. VADOC policy lets staff suspend phone access during facility counts. If a count starts while your loved one is trying to call, or while you're already on the phone, the call may end.

A call can also end on your side. You're free to deny any collect or debit call from an inmate. That includes accidentally hitting the wrong button, letting it go to voicemail, or declining because you can't talk right then.

1. Call back or have them try again: If the call drops, treat it like a disconnect first. Many dropped calls are just timing, counts, or system hiccups.
2. Answer quickly when you can: If you missed it, be ready for them to try again within the window they have access to the phones.
3. Keep your next conversation tight: Assume you may only get a short stretch before the next interruption.

The simplest way to handle the 20-minute limit is to plan around it. Go into every call expecting it to end at 20 minutes, and prioritize what matters most first: updates about health, kids, court dates, or something you need them to hear. That way, if the call cuts off, you're not scrambling to say the main thing.

• ✓ Set up and fund a prepaid phone account through ConnectNetwork (Global Tel*Link), so calls are less likely to run into payment issues.
• ✓ If you prefer to set it up by phone, call the vendor toll-free at 1 (800) 483-8314.

One more thing that affects how smoothly calls happen: an inmate's approved call list maxes out at 15 numbers. If your number isn't on that list, they can't just dial you next time. If reconnecting is a constant problem, confirm your number is saved correctly and hasn't been bumped off because the list hit the 15-number cap.

Calls can go beyond 20 minutes, but don't count on it. VADOC policy allows the Director to authorize longer calls in specific cases. In practice, that means extended calls are rare exceptions. Plan your conversations around the cutoff.