Understanding Phone Call Rules at Western Tidewater: Time Limits, Hours, and Who to Call for Help
Phone calls are often the fastest way to stay connected—but the rules can trip you up if you're not expecting them. Here's how calling works at Western Tidewater, from time limits and hours to monitoring, emergencies, and who to contact when something goes wrong.
Phones at Western Tidewater are outgoing only. Your loved one can place debit calls (paid from their account) or collect calls (charged to whoever accepts). They can't receive incoming calls from the outside.
Each call is capped at 15 minutes. This keeps the phones moving so everyone gets a turn. Plan ahead - cover the important stuff first, then save anything less urgent for next time.
Note: Phone privileges can be terminated for disciplinary reasons. If calls suddenly stop, it may be related to a disciplinary restriction rather than a problem with your account.
There's also a daily time window. Phones shut off after 10:45 p.m. and don't turn back on until 10:00 a.m. If you're waiting on a call, overnight and early-morning hours are off the table.
All calls are monitored and may be recorded. Don't assume any conversation is private. Stick to general updates, and handle anything confidential through proper legal channels.
Attorney calls work a bit differently. Western Tidewater allows collect calls to attorneys and other legal representatives. Your loved one can place these through the inmate telephone system in their housing area.
- Place the emergency call to the facility - All incoming emergency phone calls are forwarded to the Shift Commander for scrutiny.
- Expect verification - The Shift Commander on duty will verify the emergency by contacting the hospital, funeral home, or an appropriate family member to make sure the call is authentic.
- If it’s confirmed, your loved one is notified - When the call is determined to be a valid emergency, the inmate is notified and given the opportunity to call the party and phone number provided to the Shift Commander.
If your loved one uses debit calling, you'll need to keep their account funded. Western Tidewater uses Viapath, and you have two options: deposit online or use the lobby kiosk. Those funds cover both phone calls and commissary - so if calls aren't going through, a low balance is the first thing to check.
- ✓ Viapath (kiosk deposit issues): 1-800-306-2957
- ✓ Inmate phone system issues: 1-877-856-3184
- ✓ iCare/Aramark support: 1-888-439-5020
- ✓ Oasis support: 1-800-956-2747
Practical Tips
- ✓ Plan for short conversations: calls are limited to 15 minutes.
- ✓ Assume the line isn’t private: all calls are monitored and subject to recording.
- ✓ If you’re using debit calling, set up deposits through Viapath (online or the lobby kiosk) so funds are available when your loved one tries to call.
- ✓ When something doesn’t work (kiosk deposit trouble or phone system problems), use the vendor support numbers above - those lines are usually the fastest way to fix account or system issues.
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