Setting Up Phone Calls from Guadalupe County Jail: GTL AdvancePay and how to avoid dropped calls
Phone calls from Guadalupe County Jail are outgoing only. Calls often drop when certain phone features or behaviors trigger the system. Here's the exact phone window, how to set up GTL AdvancePay, and tips to keep calls connected.
Inmate phones at Guadalupe County Jail are available from 7:00 AM to 11:00 PM. If you're expecting a call, keep your phone nearby during that window so you don't miss it.
No incoming calls: The facility does not accept incoming phone calls for inmates, and staff do not pass along messages to inmates.
- Call GTL to start AdvancePay: Set up a GTL AdvancePay prepaid calling account by calling toll-free 1-866-230-7761.
Need to talk to a real person? GTL customer service is available Monday through Friday, 6:00 AM to 10:00 PM CST, and Saturday and Sunday, 8:00 AM to 7:00 PM. Calling during those hours saves time if you're sorting out a setup or payment issue.
Common Causes
- ✓ Do not attempt a 3-way call. Even starting it can trigger an automatic disconnect.
- ✓ Do not try to transfer the call. If you need someone else to talk, have them available on a separate phone next time.
- ✓ Do not put the inmate on hold. Stay on the line until the call ends.
- ✓ Do not use or answer call waiting. If you can, turn call waiting off before the call window.
- ✓ Do not use cordless phones. Use a more stable phone option when possible.
- ✓ Do not press numbers on the touch-tone keypad during the call. Avoid menu prompts, extensions, or any keypad tones while you are connected.
- ✓ Do not stop the conversation for any length of time. Keep talking, because even short pauses can result in the call dropping.
The easiest way to prevent dropped calls is to keep things simple. Stay on the same line from start to finish (no holds, transfers, or 3-way attempts). Ignore call waiting. Don't touch the keypad once you're connected. Keep the conversation moving, too. Long silences can cause the system to disconnect.
If calls keep dropping and you think it's an account or phone-service issue, start with GTL. Call 1-866-230-7761. Customer service hours are Monday through Friday, 6:00 AM to 10:00 PM CST, and Saturday and Sunday, 8:00 AM to 7:00 PM.
If the problem seems to be on the jail's end (repeated disconnects across multiple phones, or consistent issues at the same time each day), contact the Communications office. Reach Tracy Albrecht, Telecommunications Supervisor, at (830) 379-1224 Ext 2243 or tracy.albrecht@co.guadalupe.tx.us.
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