What Happens If You Lose Your Internet During a Duffield Video Visit
A dropped connection during a Duffield remote video visit can end the session for good—and you typically won't get your money back. Here's how the policy works, what it means for your wallet, and who to contact if something seems off.
Duffield's rule is strict: lose your internet connection during a video visit, and you can't reconnect. The facility doesn't issue refunds for interrupted visits. Miss your appointment entirely? Same deal - no refund for no-shows.
Warning: If your internet drops during a Duffield video visit, you can’t reconnect - and no refund is issued. No-shows also aren’t refunded.
Remote video visits cost $0.33 per minute, and billing starts the moment you connect. This matters: if your internet cuts out mid-call, you'll still be charged for however long the system shows you were connected.
Tip: Don’t click “connect” until you’re fully ready - billing starts upon connection.
Planning Visit
- ✓ Schedule your video visit at least 24 hours in advance (you can schedule up to two weeks ahead).
- ✓ Check the inmate’s account for the posted visitation schedule for the day.
- ✓ Make sure the inmate knows the appointment time and can be in front of the Video Unit when the visit starts.
Since Duffield won't let you reconnect after a dropped connection, treat your setup like a one-shot deal. Log in a few minutes early so you're not rushing. Use the most stable internet connection available - wired beats Wi-Fi if you have the option. And remember: billing starts when you connect, so even a visit that gets cut short still costs money for the time you were on.
Think you were charged incorrectly? Having account issues? Contact Smart Communications - they handle communications services for Southwest Virginia Regional Jail Authority facilities and can help troubleshoot problems.
- Gather your visit details - write down the date and time of the visit and any transaction or account details you have.
- Contact Smart Communications - call 888-253-5178 or use the SmartInmate.com site.
- Follow their dispute/support process - explain what happened (for example, a disconnect right after connecting) and provide the details you collected.
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