Why Your Call from Wallens Ridge Might Drop After 20 Minutes (Statewide 20-minute Rule)

VADOC policy caps phone calls at 20 minutes unless the Director specifically approves a longer call. So when you're mid-conversation and the line suddenly goes dead? That's usually the system cutting things off - not something you did wrong.

The reason is straightforward: calls are limited to 20 minutes so everyone gets fair access to the phones. In a prison setting, phone time is shared. A hard cutoff keeps one person from tying up the line while others wait to call home.

VADOC's inmate phone service runs through ConnectNetwork by Global Tel*Link. That's the statewide platform handling the prompts, call types, and the automatic disconnect at the 20-minute limit.

Calls can end before 20 minutes too. Phone access gets suspended during facility counts, and staff can shut it down anytime for emergencies or security reasons. If your loved one says they "can't get to the phones," or calls come at odd times then stop for a while, this is usually why.

Practical Tips

• ✓ Pick your top 2–3 “must cover” topics before the phone rings.
• ✓ Start with the most important item first, not last.
• ✓ Say out loud at the beginning that the call will cut off at 20 minutes, so neither of you is caught off guard.

1. Assume you have 20 minutes - plan the conversation like there’s a hard stop, because there usually is unless the Director authorizes a longer call.
2. Expect occasional interruptions - counts, emergencies, or security issues can suspend phone access, so a dropped or missed call isn’t always personal.
3. Lean on shorter, more frequent calls when possible - it’s often easier to stay connected with a few focused check-ins than trying to fit everything into one long conversation.

How often you hear from someone also depends on the approved call list. Inmates can call landlines and cell phones, but only numbers on their list - and that list maxes out at 15. If a lot of family members want updates, decide which numbers need to stay on for regular check-ins. Other people can get updates after the call ends.