Why Calls from Livesay Get Disconnected and How to Fix Phone Problems

Calls from Livesay disconnect when the system detects phone features flagged as security risks. The usual culprits: call forwarding, 3-way calling, call transfer, and remote call features. You don't have to turn these on intentionally - some providers bundle them by default, and they'll still trip the system. The phone you answer on matters too. Cell phones and cordless phones can cause drops. So can someone picking up another extension during the call - the system reads that second pickup and cuts the line. If you're dealing with repeated hang-ups, try answering on a standard landline, keep the call on one device, and disable any add-on calling features while you're talking.

If your number is blocked for SCDC inmate calls - or you want to block it - call 1-866-230-7761. This is also where to start if calls won't go through at all. Have the phone number ready when you call. Ask directly whether the number is blocked and why. Blocks happen for billing reasons (past-due accounts, prior long-distance billing issues) or because your local provider doesn't have the right arrangement in place for correctional collect calls. Once you know the reason, ask what options are available.

Even if your number isn't blocked, a "courtesy limit" (basically a credit cap) on the account can stop calls from coming through. The inmate phone service vendor sets this limit as a fraud-prevention measure, and it can be adjusted based on your payment history. If you suspect this is the problem - especially if calls used to work fine and suddenly stopped - call 1-866-230-7761. Ask whether a credit or courtesy limit is restricting calls and what it takes to change it.

If your local phone company won't allow correctional collect calls on your line, you still have an option. The inmate phone service provider offers a PrePay program as an alternative. To set up a PrePay account (and potentially get a discount on calls), call 1-800-483-8314.

• ✓ The phone number you want to receive calls on
• ✓ A payment method to fund the PrePay account
• ✓ Your loved one’s information (so the account can be set up for the correct facility/calls)
• ✓ A pen and paper to write down any confirmation details or next steps you’re given

Beyond troubleshooting disconnects, SCDC families can use ConnectNetwork.com for other phone-related services. You can create and fund an AdvancePay prepaid telephone account, deposit money to an inmate trust account, fund an inmate's PIN/debit phone account, or send and receive electronic messages. These tools won't fix a feature-based disconnect, but they help you manage how calls and related services get paid for.