What Happens If You Lose Internet During a Video Visit at Duffield Jail

At Duffield Regional Jail, a dropped internet connection during a remote video visit counts as your session ending. If your connection fails mid-visit, you won't be able to reconnect. Refunds follow the same logic: miss your scheduled video visit, no refund. Lose internet during the session, no refund either.

Remote video visits are billed at $0.33 per minute, and the per-minute charge applies once you’re connected. If your connection drops, you’re not charged for time you never used - but the minutes you were connected are still minutes you paid for.

Preparation

• ✓ Set up and fund your pre-paid Smart Communications account ahead of time so you’re not scrambling right before your scheduled visit
• ✓ Test your internet and device earlier the same day (camera, microphone, and connection stability)
• ✓ Use the most stable connection you can (strong Wi‑Fi or a wired connection, if available)
• ✓ Join on time so you don’t waste paid minutes troubleshooting after the session clock starts
• ✓ Keep in mind visits are billed per minute ($0.33/min), so delays can add up quickly

Since billing starts the moment you connect, every minute spent signing in late or wrestling with a shaky connection is time you're paying for - not visiting. You'll need a funded Smart Communications pre-paid account to schedule and use remote video visits, so make sure your balance is ready before your visit time. An account issue at the start can turn into a missed session you can't get back.

For account funding, billing questions, or technical help with remote video visitation, contact Smart Communications support at 1-888-253-5178 (or use the SmartInmate site). Support can help you troubleshoot and manage your account - but the no-reconnect and no-refund rules are baked into the video visitation policy. They won't make exceptions if your session gets missed or your internet drops mid-visit.