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ConnectNetwork Phone Service

ConnectNetwork by Global Tel Link is a private company that partners with correctional facilities to provide services for family and friends of inmates. All Department of Corrections (DOC) prisons facilitate the use of ConnectNetwork phone services.

*Prepaid calls to anyone on the inmate's Personal Allowed Number (PAN) list.

We're looking for a new phone service. Tell us your thoughts!

The DOC is planning to find replacement vendors for the inmate communication system, starting with the existing phone service which is currently provided by ConnectNetwork.

Help us find the best service by clicking the button below to take the friends and family survey*.

Take Phone Survey

*A separate survey is provided to inmates to include their feedback.

ConnectNetwork Rates

Global Tel Link provides the opportunity for telephone accounts to be created and minutes purchased by friends and family through multiple payment solutions, such as AdvancePay and PIN Debit. These accounts are managed through ConnectNetwork .

Below are the phone call rates for the Department of Corrections (DOC).

Type of Phone Call Fee
Intrastate & Interstate Calls
Includes collect calls, debit, prepaid PIN Debit/AdvancePay
$0.11 per minute
Credit card, debit card & bill processing $3.00 per use
Live operator $5.95 per use
Paper bill/statement $2.00 per use
Third-party Money Transmitter
i.e., MoneyGram, Western Union, credit card processing, transfers from third-party commissary accounts
Exact fee from third-party provider passed through directly to customer with no markup

In addition to the phone call rates above, there are also deposit fees.

Type of Deposit Fee
AdvancePay $7.95 per deposit
PIN Debit $5.95 per deposit

Scheduling & Receiving Calls

Scheduling Phone Calls

If you would like to receive a phone call from an inmate it is your responsibility to coordinate with them through other means (mail, email, or visiting, etc.).

Receiving Phone Calls

When you receive a phone call from an inmate, you will hear a pre-recorded message that will name the facility the call is coming from and the inmate whom is calling you. After the message concludes you will have the option to accept or deny the call.

If you accept the call:

If you will be setting up a new account, the received call will be delayed and the inmate whom is trying to call you will be asked to wait at least 30 minutes before trying to call your number again in order to provide you time to establish an account.

About Phone Calls

Phone calls are limited to 20 minutes in duration. Both parties will hear a message at three intervals during the phone call to alert how much time remains (2 minutes, 1 minute, 30 seconds). After 20 minutes have passed, the phone call will automatically disconnect.

  • Do not attempt a three-way call
  • Do not try to transfer the call
  • Do not put the inmate on hold
  • Do not use or answer "call waiting"

Once a prepaid account has been established for a specific phone number, an inmate can no longer make to that number.

Collect calls are billed to you through your phone carrier company every month using your carrier's standard pricing.

See the Phone Calls page for policy-related information pertaining to telephone calls with inmates.

AdvancePay: Prepaid Calls to You

ConnectNetwork's AdvancePay prepaid phone service enables friends and family to create a collect call that allows an inmate to call their phone number.

To use AdvancePay, you must create a ConnectNetwork account. You may then setup AdvancePay. See the AdvancePay page and/or the ConnectNetwork Help Center for specific instructions and troubleshooting information. You may also Contact ConnectNetwork for customer service assistance.

Quick Facts
  • The minimum amount that can be funded to an AdvancePay account is $10.00
  • The maximum amount that can be funded to an AdvancePay account is $250.00
  • AdvancePay deposits and calls will be charged according to the ConnectNetwork Rates
  • If you do not have a credit card to fund an AdvancePay account, you may mail a money order
  • Funds deposited via money order are normally credited within one day of being received
  • International calls may be made using AdvancePay, however, an inmate must ask if this service is allowed as his/her particular prison facility and what procedures need to be followed.
  • AdvancePay account balances that were established using MyVConnect.com will be unaffected, and will be transferred to an account with ConnectNetwork.

See the Phone Calls page for policy-related information pertaining to telephone calls with inmates.

PIN Debit: Prepaid Calls to Anyone*

ConnectNetwork's PIN Debit prepaid phone service enables friends and family to deposit funds into an inmate's trust account, which allows the inmate to call any phone number on their Personal Allowed Number (PAN) list. Funds deposited using PIN Debit are refunded to the inmate upon the his/her release, but otherwise cannot be used for any other purpose than paying for phone calls.

To add funds using PIN Debit, you must create a ConnectNetwork account. You may then setup AdvancePay. See the PIN Debit page and/or the ConnectNetwork Help Center for specific instructions and troubleshooting information. You may also Contact ConnectNetwork for customer service assistance.

Quick Facts
  • The minimum amount that can be funded to a PIN Debit account is $10.00
  • The maximum amount that can be funded to a PIN Debit account is $250.00
  • PIN Debit deposits and calls will be charged according to the ConnectNetwork Rates
  • Money deposited to an inmate's trust account using PIN Debit becomes inmate's property
  • If you do not have a credit card to fund a PIN Debit deposit, you may mail a money order
  • Funds deposited via money order are normally credited within one day of being received

See the Phone Calls page for policy-related information pertaining to telephone calls with inmates.

*Prepaid calls to anyone on the inmate's Personal Allowed Number (PAN) list.

ConnectNetwork Help & Contact

See the ConnectNetwork Help Center if you have questions about phone services, your account, payment, and/or billing. You may also Contact ConnectNetwork using their online email form, or use the contact information below specifically for Washington DOC customers.

AdvancePay or VConnnect Prepaid Phone Accounts

24/7 Automated System & Customer Support: (800) 483-8314
Customer Service: (877) 650-4249 | Monday – Friday, 7 a.m. – 11 p.m. (CST) | Saturday, 8 a.m. – 7:00 p.m. (CST)

Inmate PIN Debit Prepaid Phone Accounts

24/7 Automated System: (866) 669-9975
Customer Service: (800) 786-8521 | Email: customerservice@vaci.com

Money Order Information

Money orders for prepaid and inmate debit phone accounts can be mailed to the address below. Money Orders for your prepaid phone account must include your 10 digit phone number and for an inmate's debit phone account must include the inmate's ID number.

Inmate PIN Debit:
VAC
PO Box 122430
Dallas, TX 75312-2430

AdvancePay Accounts:
AdvancePay Service Dept.
PO Box 911722
Denver, CO 80291-1722