If your loved one is calling and you are not getting the call or you can’t accept it, we have steps to help you resolve the issue.
If your phone rings and call goes away OR never rings and you see a missed call, this is your phone carriers SPAM Blocker program. You have multiple options to resolve these issues.
- Create a contact in your phone number for the number that appears for the call. This tells the SPAM Blocker to ignore the call.
- Turn off the SPAM Blocker option in settings. This will turn off the block for all callers so be aware before proceeding.
- Call your phone carrier and they can assist you in any other options you may have on their side.
If your phone rings and you can answer the call and press the button to accept and the recording continues to play, this is a carrier issue between Securus and you. Each time your loved one attempts to call you, Securus system could route the call through a different carrier. This means that you may get a call and then not be able to accept the next one. If you have 3 calls that you are unable to accept, please call Securus Customer Service at 972-734-1111 or contact us on social media (Facebook and Twitter) pages. Let the Representative know what is happening and they will be happy to escalate the issue. Once escalated, Securus IT team will determine which carrier has the issue and reach out to them to correct their service.