calls from jail

  • 6 October 2021
  • 36 replies


so my friend currently is in county jail and has been calling me for months and i have been getting the calls until recently, however the past maybe 2 months or so he has called several times where it doesnt even ring on my end but it will his and eventually get my voice mail and when you look at my call records the number shows up on there doesnt happen every time he calls the past 2 months just account is in good standing and i prepay for jail minutes with my credit card so its not like i even add them to my tmobile bill...anyone else have this kind of issue or has? can anyone help? i called customer service and basically they didnt know why either and this doesnt happen with anyone else

36 replies


Its because they have issues with their DTMF / Touch Tones working. I have been dealing with this issue for a year at me work, T-Mobile has been absolutely useless to help.


For us, patients are calling to complain in droves because they have an iphone or android and press options on our IVR and nothing happens. They have to hangup and try the call again. Sometimes as many as 5 or more call backs are needed before their tones are registered. I got a T-Mobile line of service to test and called not only our number, but the local hospital whom we have no technology ties to. I reached out to T-Mobile to complain and after back and forth, they told me it was “an iphone issue” and closed my ticket. So I went and bought a T-Mobile android phone and duplicated the issue. I then got another Android phone and duplicated the issue yet again. I also had a coworker with T-Mobile try and duplicated yet again. They came back claiming the issue was now with my Nord N200 device being “international” and “not supporting VOLTE.”. I explained that this is a USA phone, with all the carrier updates, and on the phone screen it clearly shows VOLTE in the corner. They then told me I would have to have our patients call to complain about the issue because they can’t create a larger ticket unless people call to complain. Never mind that a large amount of our patients are older, and don’t have the patience to reach out to T-Mobile. Plus, they will just be told to “try wifi calling” (which doesn’t work), or “Reset their network settings” which will clear out all their wifi saved networks and create even more problems, and “reboot the phone”. Its honestly a joke. I have never had this issue with my Verizon phone, and my boss at AT&T with no problems.

I also am having this issue for the last couple days. It isn't every time my husband calls but he said he tried to call me 2 times yesterday and I didn't answer. I don't show any missed calls from him and my phone never rang. This is an issue that needs resolved (last thing I need is my hubby thinking something crazy!)... And when your in there you always think the worst! 

Been having same problem with tmobile with receiving calls from inmate. Called prison, icsolutions tech support, tmobile tech support to file 2 trouble tickets. I finally gave up and purchased 2 Vtech handsets with voice over internet protocol landline. Landline service provided by Xfinity for less than 10 dollars per month. Have received all calls from prison facility!!!! with much much better quality.

I have been having the same issue on one of my Tmobile numbers and the other one is working Fine. But in the scam shield  app, there is a place that allows you to add numbers to always receive calls from. I don’t know if it will work yet, BUt I am trying it right now. I added GTL number to always allow and I am waiting from my Husband to call that number.  Lets keep our fingers crossed

I’m having the same problem for the past two weeks calls don’t go through. I called securus  I called to T-Mobile and nobody could solve the problem. It’s very frustrating when you cant receive calls from your love ones that are incarcerated. I even change my phone still the same problem 

Literally just started having this problem a few days ago with me not being able to accept my husbands call.. I’m receiving his calls but when it’s time to push “0” to actually accept the call it never goes through as I’m pushing “1” a zillion time until the call hangs up.. I have not been able to communicate with my husband over the phone.. what upsets me the most is that we’ve had a death in the family and I wasn’t able to tell him over the phone I had to email him.. its hard already is with him being away but its one thing not being able to grieve properly hearing his voice.. I’ve been with T-Mobile for quite some time now.. and everything that everyone has pretty much said about them telling us to restart the phone and to take the scam shield off has not worked. No other options were offered to me with the extra stress they have caused me.. I should’ve been reimbursed on my phone bill for a month or confiscated for the hassle I’m having to go though.. So to anyone who’s still experiencing this don’t waste your time calling technical support.. just go ahead and switch services to save you time, which I’m in the process of doing right now.  

Y’all mind as well get new phone because there not going to help I went into t-mobile store talk to support tec on Facebook done everything and still in the end I have get new phone

This is disheartening to see how long this has been a problem and T-Mobile still hasn't bothered to resolve it.  I also called T-Mobile tech support with the exact same issue and was told that it was because I had enabled an app called Scam Shield.  I had never done that but they told me they had disabled it and reset my phone and I was able to receive one call.  Now, I am back to the same problem and it doesnt even show the attempted call in my history at all.  Perhaps T-Mobile has gotten so big that they dont care if they lose customers.  Sad but customer service is a rare commodity now.

Have anyone figured this out yet? This is completely frustrating not being able to talk to my loved ones that’s incarcerated I tried to talk to gtl and t mobile nether one of them have any idea what’s going on I’m about to just switch over it’s just t mobile atp

I’m convinced it’s a T-Mobile issue.

Right u are, only tmobile too...

First and foremost I would love to add fuel to this fire..…


Someone I care about was recently incarcerated and for over 24 hours i went crazy thinking they hadn't even attempted to call me. Well to find out by one of their family members they had CALLED ME NON STOP felt like a blow to the face. So I researched this and the next day decided to call tech support, while I quoted most of your guys issues, I was given the run around. So I hung up...and was texted by tmobile the problem didn't exist/should be resolved...I didn't buy it. So I went into VERIZON and mid having convo I actually recieved first call ever from loved one.... so I left assuming problem was resolved. Since then have recieved ZERO CALLS BUT CAN SEE I MISSED ATTEMPTED CALLS...IM GOING TO TAKE THIS AS A SIGN...ONLY CALL I RECIEVED WAS LITERALLY IN VERIZON BUILDING READY TO SWITCH. AND TO TOP IT ALL OFF, I LEFT AND DIDNT SWITCH AND GAVE TMOBILE The BENEFIT OF THE DOUBT..…



I'm having the same problem my love one calls and I push 0 to except but it won't go thru but I can except other calls I don't known what's wrong I called T-Mobile they say it's nothing showing I called GTL they say it's nothing I don't know what else to do. 

I’m convinced it’s a T-Mobile issue.

I switched to Verizon right after I posted that comment and it was an immediate huge difference! I never have problems now unless they’re truly having an issue on their end but even then it just has him call one more time (so twice total). I would save yourself the hassle and switch! It was actually a lot cheaper right now for me to switch to Verizon anyways because they don’t charge for the phone every month like T-Mobile so it saved me $35 a month! And no worries for my boyfriend and I on calls. So much peace of mind. :)

I am having this same problem!! It's been happening for months and I keep getting on the phone with them and they keep telling me to reset things and check my call forwarding but it's still not working! Very frustrating! 

I’m having the same issue. My boyfriend tried calling me 13 times last night and I got one call that actually came through. I called GTL and they said it’s showing like I’m blocking the call……  So today they said “it’s your carrier, have them take off the spam filters”. So I call T-mobile and they say there aren’t any and everything looks good. I in-blocked every number I’ve ever blocked just in case, and checked all my settings aren’t preventing anything. I got a couple calls from him today after that but none later on when he always calls. I’ve heard Verizon doesn’t have this issue. I’m beyond frustrated!

I’m having the same problems. I had no issues receiving calls from my wife in prison up until 4 days ago and now nothing will come through. I’ve turned off scam shield and scam blockers, done #632# multiple times, Securus even suggested adding their 866 phone number to my do not block list and still nothing. I even switched from Android to IPhone and still no change. I’ve have literally been on the phone with TMobile for like 8 hours over the past 3 days and still no change. I will probably have to go to Verizon now, this is ridiculous! 

So many trouble tickets opened and I’m still having all the same problems mentioned here…I hope someone is reading this at T-Mobile and are willing and able to fix this terrible issue!

I've had so many issues with signal in my own home (in an urban area with plenty of signal) that using the phone for work has been embarrassing. Now having this experience with my brother who just went in a couple months ago trying to call on Christmas it's time to move on. What a hassle for all of you. I hope everyone finds a better alternative. 

Literally having the same issue I dialed #632# and still not able to accept calls from my husband. My mother has T mobile and is able to accept calls and we have the same phone so I’m not sure. Judging from all these complaints nothing has been resolved 

I have done all the things that everyone suggested or has worked for them. It has been 1 1/2 years. I did the same thing that someone else said on here.  They went out and bought a new phone. This is the only other thing I thought I should try.  Because I have done Tech Support, I don't know how many Tech tickets to date I have, Customer Service on both sides, Supervisor and their supervisor, turn off spam etc.... etc... etc!!! I'm just so upset I feel numb. I'm drained emotionally from GTL & T- Mobile playing with my emotions now! I don't know what else I possibly could do. If it wasn't for being able to email him, and have a land line in my home to talk to him once in awhile, I don't know where I would be. I feel bad there are so many of us in this situation.  Sad thing is T-mobile and GTL just don't care to fix it. A year and a half later and still nothing. Hang in there!!!

Try calling the support number for the phone company offering the service to the prison. In my case it was Securus who offered the service. They did something from their end that took the blocker off. Also call and verify again with T-mobile that their spam blocker is off. It took a couple of times to get it done. 

Good luck!! 

I’m having this problem also. I’ve called T-Mobile and they turn off spam block but still doesn’t work. I have a family plan with my dad and he is able to get the jail calls. The only difference is that I have an iPhone and he has an Samsung. I don’t know if it has anything to do with that. 

calls from inmates do not ring and cannot accept by pressing ‘1’.

Been with T Mobile for 2 weeks and it quit working when I switched from Verizon. T Mobile does not care about problem and apparently will not fix. This is happening to hundreds of people with inmates in prison and is reason for me to dump T Mobile!!!!!!!!!!!!  and go back to Verizon.

2 weeks with Tmobile and this is a showstopper with me. I will go back to verizon

9:32 PM

It is a recurring problem and nobody is doing anything about it. Many people are complaining.

For complaints go to calls from jail | T-Mobile Community



I cannot receive any jail calls at all at first i did 1 call and now I can’t. My brother says when he tries to call me it doesn’t even ring. It won’t let his call go through to me. I have called T-Mobile about any restrictions and they say they turned off spam. It’s been a month and all I want to do is receive calls from my brother. I did set up an account with the jail and still won’t let him call me. I even went to lengths of changing my phone number.  I just want this resolved.