If Your Internet Drops During a Video Visit at Abingdon (Policy & Prep)

If your internet drops mid-visit at the Abingdon facility, you won't be able to reconnect and finish the session. There's no refund either - even if the disconnect wasn't your fault.

Miss your appointment entirely? Same deal. No-shows don't get refunds.

Remote video visits are billed at $0.33 per minute, and the clock starts the moment the session connects. That's why a dropped connection can still cost you - billing begins on connect, and the facility won't refund or restart the session afterward.

These prep steps aren't official rules - they're practical ways to protect your time and money. A few quick checks before you start can make your session much more stable.

• ✓ Test your connection ahead of time (especially if you’re on Wi‑Fi)
• ✓ If you can, use a wired/Ethernet connection instead of Wi‑Fi
• ✓ Move closer to your router, or choose the strongest Wi‑Fi signal available
• ✓ Close streaming, downloads, cloud backups, and other bandwidth-heavy apps on all devices
• ✓ Restart your phone/tablet/computer before the visit to clear background processes
• ✓ Reboot your modem/router if your internet has been unstable that day
• ✓ Plug in or fully charge your device so it doesn’t shut down mid-visit
• ✓ Update the app or browser you’ll use for the visit, then do a quick test run
• ✓ Use a quiet spot with a steady signal (avoid switching networks during the call)

Planning ahead helps too. Video visits here must be scheduled at least 24 hours in advance, and you can book up to two weeks out. Give yourself time to troubleshoot your setup before the call.

For account setup, adding funds, billing questions, or technical issues with video visitation, contact Smart Communications (SmartInmate). Their support line is 1-888-253-5178, and you can also get help through the SmartInmate website.