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New Member

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3 Messages

Sunday, April 19th, 2020 5:48 PM

Accepting calls from a jail or prison ( third party calls)

I am having a HORRIBLE TIME AND FOR THE LIFE OF ME I CANNOT GET ANYONE TO HELP ME NOT AT&T or Securus Not the prison not anyone can help me to fix this problem and I need some help or advice My loved one is calling from the prison I have been accepting these calls for over 2 years and all of a sudden I cannot accept them it will not recognize when I am pushing the #1 to accept the call. I have not changed ANYTHING not my phone not company not plan he hS not moved to different facility nothing has changed and I have spent countless hours on hold with everyone cop at involved and not a single one can fix this problem can anyone please help me or give me any advise on what it is I need to do to fix this ???!!!!

Accepted Solution

ACE - Sage

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116.6K Messages

4 years ago

Cell phones cannot accept a conventional collect call. In order to receive a call from prison it has to be prepaid with the prison's phone system
This has absolutely nothing to do with AT&T or any cellular carrier. The problem entirely rests within the prison's phone is system and prepayment to allow phone calls

ACE - Professor

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2.9K Messages

4 years ago

Does any of these situations in the link below apply to you? Or has the individual lost phone privilidges? This is a link from another state, but could apply to you state.

https://co.price.wi.us/Faq.aspx?QID=257

Former Employee

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32.9K Messages

i wasnt aware cell phones could accept jail/prison calls

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

New Member

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1 Message

3 years ago

I am currently having this issue. Did you ever get yours resolved? 

Community Support

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230.7K Messages

3 years ago

Let's look into that for you, @lhertenstein89!

 

We want to advise that correctional facilities work with third-party vendors for their phone services. As a result, the process to make a collect call to a wireless device may vary.

 

AT&T customers may be able to accept collect calls offered by third-party companies which have no affiliation with AT&T. What's more, most (if not all) third-party companies require credit cards to process a collect call to wireless subscribers.

 

We hope this info helps!

 

Lar, AT&T Community Specialist

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