Phone vendor transition and call costs: what families need to know

IDOC started transitioning phone services from Securus to ICSolutions as early as February 3, 2025. The rollout is happening facility by facility, with each switch taking about two weeks to complete. That means timing will vary depending on where your loved one is housed.

Good news: your loved one's phone setup should carry over. IDOC says in-custody phone credits and phone lists (PAN) will transfer to the new ICSolutions system during the switch.

If you have money in a Securus Advance Connect account, plan ahead - those balances won't transfer automatically to ICSolutions. Once the transition at your loved one's facility is complete, contact Securus for refund information by calling 1-800-844-6591 or through their website.

Expect a brief disruption during the changeover. IDOC anticipates a one- to two-day phone service interruption while the vendor switch happens, so plan for a short window when calls may not go through.

• ✓ Keep your Securus Advance Connect funding modest and practical: IDOC says there’s no cut-off date to purchase minutes on Securus, but recommends keeping enough funds for one to two weeks of calls.
• ✓ Don’t assume any unused Securus Advance Connect balance will “follow” your loved one to the new system; those funds do not transfer automatically.
• ✓ Once the transition is complete at the facility, contact Securus about a refund for any remaining Advance Connect balance.

Under ICSolutions, domestic calls will cost $0.008 per minute - down from $0.009. It's a small drop, but if you're calling regularly, the savings add up over time.

1. Watch for your facility’s transition timing - IDOC began the change as early as February 3, 2025, and it rolls out facility by facility.
2. Plan around a two-week switchover window - each facility’s change is expected to take about two weeks to complete.
3. Keep your Securus balance to about 1–2 weeks of calls - IDOC says there’s no cut-off date to buy minutes on Securus, but recommends not overfunding during the transition period.
4. Request your Securus refund after the switch - because Securus Advance Connect funds don’t transfer automatically to ICSolutions, you’ll need to contact Securus for refund information after the transition is complete.
5. Set up your ICSolutions access for Illinois IDOC facilities - IDOC directs families to ICSolutions’ Illinois IDOC facilities page for instructions and account creation.