Why Calls from Guadalupe County Jail Disconnect — 7 GTL Tips to Prevent Dropped Calls

Dropped calls usually happen because the phone system flags something as a workaround attempt, or because a feature on your phone line interrupts the connection. Guadalupe County Jail uses GTL, and GTL has a short list of

• ✓ DON’T attempt a 3-way call
• ✓ DON’T try to transfer the call
• ✓ DON’T put the inmate on hold
• ✓ DON’T use or answer “call waiting”
• ✓ DON’T use cordless phones
• ✓ DON’T press numbers on the touch tone pad during the call
• ✓ DON’T stop the conversation for any length of time, even short pauses may result in disconnect

Before assuming you have a technical problem, check the timing. Phones in the inmates' living units are available from 7:00 am to 11:00 pm. Calls outside that window won't go through - or may cut off quickly if the unit phones aren't accessible.

Each call also has a twenty (20) minute time limit. When you hit that cap, the call ends - no warning. If your calls consistently cut out around the same time, the time limit is probably the culprit.

If calls keep dropping even after you've followed the

Already worked with GTL and still having problems? Escalate locally through the Guadalupe County Sheriff's Office Communications Division. The Telecommunications Supervisor is Tracy Albrecht - reach her at (830) 379-1224 Ext. 2243 or tracy.albrecht@co.guadalupe.tx.us.

1. Check your GTL prepaid setup - Use www.GTL.Net or call 1-866-230-7761 to set up or review your AdvancePay prepaid calling account.
2. Talk to GTL during service hours - Call Monday–Friday 6:00 am–10:00 pm CST or Saturday–Sunday 8:00 am–7:00 pm to troubleshoot repeated disconnects.
3. Escalate locally with details - If the issue persists, contact Tracy Albrecht, Telecommunications Supervisor, at (830) 379-1224 Ext. 2243 or tracy.albrecht@co.guadalupe.tx.us and share what you’re seeing (for example, frequent disconnects after certain actions).

Listener Tips

• ✓ Avoid anything that looks like a 3-way call
• ✓ Don’t transfer the call to another phone
• ✓ Don’t put the caller on hold
• ✓ Turn off call waiting and don’t answer a call waiting beep
• ✓ Skip cordless phones when you can
• ✓ Don’t press any numbers on the keypad during the call
• ✓ Keep talking - don’t pause for long, even briefly

The quickest fixes are usually on your end. Disable call waiting, avoid cordless phones, and keep the conversation moving. Those three issues - call waiting interruptions, cordless phone quirks, and long silences - are the most common triggers for false disconnects on GTL systems.