Frequently Asked Questions

UnlimitedPrisonCalls.co.uk (UPC) help inmates make cheaper calls and familys save money. UnlimitedPrisonCalls.co.uk is a private UK based company.

We will give you a landline number, which when called, rings on your mobile. The inmate calls your UnlimitedPrisonCalls.co.uk number, and because it is a landline number, the BT payphone inside will only charge 7ppm. This means the money they have goes further. This could be cheaper if it’s a private prison.

The inmate (prisoner) saves money by calling a landline instead of calling a mobile number – which can be very expensive from a BT payphone inside.

At UnlimitedPrisonCalls.co.uk we are committed to making sure you are on the best value plan for your needs. Email us at info@unlimitedprisoncalls.co.uk so we can review your account free of charge and give you some best plan advice.

UnlimitedPrisonCalls.co.uk service uses your mobile data or WiFi connection if you are using our app. The service does not use your mobile minutes. It is a network connection, and will work so long as you are in a serviceable area (mobile signal or Wifi).

We do not record or monitor any of your calls. But please note the HMP service is free to record and monitor from their end.

UnlimitedPrisonCalls.co.uk is a private UK based company.

All inmate needs to be able to call their loved ones cheaply. But some prisons don’t like the inmates saving money because their revenue goes down. We suggest you do not say you are getting cheaper calls. Turn off your mobile voicemail and simply let them know it’s your home telephone number which you are using.

Offering inmates, a cheaper way to get hold of their loved ones is only fair. Someone is not able to have a landline installed, due to cost or credit checks or taking on a 24month contract. We simply give you a landline number which direct connections to your mobile. Once set up you cannot change the connection. Having a redirect service where you can change the connection to any mobile number is against the rules. And we do not permit this kind of service.

You can sign up for our service at https://UnlimitedPrisonCalls.co.uk - we do not have a contract and you are free to cancel at any time.

UnlimitedPrisonCalls.co.uk collect no personal details about you or your inmate. When you pay our card processor will ask for your card details and the address the card is registered too. They securely hold this information until you cancel. We do not hold this information.

No, we do not install a physical line at your home.

Your account is normally set up in a few minutes. All you need to do is supply your correct mobile number and postcode or area code. You will receive all your information via text message or email.

You can top-up by logging into your UnlimitedPrisonCalls.co.uk account and using the top-up button if you are a PAYG customer. The minimum top-up is £6.00. If you are a monthly subscription customer, you can change the plan at any time but will lose any current minutes you might have. So, wait until your minutes are low. If your payment has failed your account will show a “PAY NOW” button. Use this to create a new subscription. Your UnlimitedPrisonCalls.co.uk number will remain the same.

You can pay using the Pay now or top-up buttons on your account screen. If you are choosing a monthly subscription your billing date will start from the date you pay and be automatically billing again in 30 days, unfortunately you cannot change this date.

If your payment has failed your account will show a “PAY NOW” button. Use this to create a new subscription. Your UnlimitedPrisonCalls.co.uk number will remain the same.

You can either leave your account on hold until your next billing date (shown on your account screen) or use the PAY NOW button to purchase another bundle. Your 30 days will start from the new payment date.

No. UnlimitedPrisonCalls.co.uk have no setup fees, registration fees, or change fees – for family accounts. You pay every 30 days on our subscription plans.

The inmate always has to pay the 7ppm calling a landline number. You can’t make calls free for an inmate. But when they call your UnlimitedPrisonCalls.co.uk number we deliver the call to your mobile network provider, this is what we are charged for and what you pay. You are paying for the mobile connection, so the inmates don’t have too.

To keep our cost low and office staff to a minimum we do not offer a billing and invoice service. You do however get an email each month from CCBill confirming your order. And your account screen will show you your next billing date and list lost that have pasted.

Better! We use up to date audio which delivers better audio than most mobile providers.

No, we have no cap on our unlimited plans. Some of our customers enjoy thousands of minutes each month, with the confidence they pay more than the current advertised price. One simple payment each month with no worries about topping up.

We are confident you will love the service and make a great saving. Currently, we don't have any specials offers but keep an eye on our website for new offers.

We have no restrictions in place for making calls. Do remember that the prison can have its own rules and restriction, which can be introduced at any time.

For our app based plans, the service works worldwide, as long as you have mobile data or Wifi.
If you are traveling with-in the EU you will get the calls as normal, there are no extra charges from UnlimitedPrisonCalls.co.uk, and there should be no extra charge from your network. (Please check this information once the UK leave the EU). If you are traveling outside the EU – it is most likely that your mobile phone provider will charge you for receiving calls. Please check with them before traveling. Please note you should call our customer support team who might be able to help you.

You can make full use of our mobile voicemail once the number has been added to the inmates authorizes the PIN list. But do remember that each time you can’t take the call and they get to your voicemail; they will have to pay for the call. If you keep voicemail switched off and you can’t take the call, they don’t get charged anything.

We don't currently offer a number selection service. Your allocated number will be sent to you by text once it is live and ready to use.

You can keep your current mobile number. Our service will not affect your mobile. We do not suggest linking our service to a landline, as you will not be making any savings.

Yes, please use your UnlimitedPrisonCalls.co.uk number for anyone. While you are a customer it is your home telephone number.

Yes, please use your UnlimitedPrisonCalls.co.uk number for anyone. While you are a customer it is your home telephone number. When you leave UnlimitedPrisonCalls.co.uk however you can’t take your number with you.

You do not need to inform the prison. A family cannot request a number to be added to the inmate’s PIN list. You must give the number to the inmate and ask them to add the number.

If your inmate has left prison you should cancel your account by logging in and clicking on the “disconnect button”. Your account will be canceled with an hour. We do not offer any refunds for unused services. Alternatively, you can register a callback and cancel via one of our customer service team.
If your inmate has moved prison, the number of the inmate’s PIN list should follow them. Sometimes they don’t and the inmate needs to add them again. If this is the case turn off your mobile voicemail until the number has been authorized and added. Numbers sometimes do not follow the inmate if they move to a privately run institution.

Yes, you can give the number to more than one inmate and other friends and family.

While we will always try to make sure you are on the right plan for some months you might not use all your minutes. These do not roll over to the next month. So, feel free to check-in with us to make sure you are on the right plan.

UnlimitedPrisonCalls.co.uk always abide by the rules and regulations set out by the prison authorities. Just reinstall our app on your new phone. If you are using our direct connect service and have changed mobile number, you will need to let us know so that we can issue you with a new landline number.

You can stop the inmate (prisoner) from calling you by locking your account. This can be done by contacting our customer service team. They will offer you the opportunity to have a new number for free or you might decide to keep it.

Our service will work with any network or mobile, but you will need to have clear reception and an active SIM.

Subscription customers can pay via Debit or Credit card. PAYG customers can pay by Debit/Credit card or via Bank Transfer. Please allow 1 full working day for Bank Transfer to be added.

Yes, you can reactivate your old account at UnlimitedPrisonCalls.co.uk. The account must be no more than 60 days old and must have been in good standing to reopen it.

PAYG customers can log in to see their balance at any time. Subscription customers on a plan should call our Service Team, who can give you a minute usage report and suggest the best plan for you or your family.

Please click here to reset your password and be set a reminder https://www.UnlimitedPrisonCalls.co.uk/

If your inmate has left prison you should cancel your account by logging in and clicking on the “disconnect button”. Your account will be canceled with an hour. We do not offer any refunds for unused services/minutes or credit. Alternatively, you can register a callback and cancel via one of our customer service team.

You can find out a lot of information using our automated chat system, reading our Q&A section found here https://www.UnlimitedPrisonCalls.co.uk/faq.php or you can contact our Support Centre. Please note we operate a call-back system. You will receive a callback, please allow 1 working day. OR you can email us at info@UnlimitedPrisonCalls.co.uk

We do not normally process refunds on account unless you have been double-billed or paid twice by accident. If this is the case, please email us at info@unlimitedprisoncalls.co.uk.

Sometime in the busyness of registering people mistype their mobile number. Do not worry. Email us at info@unlimitedprisoncalls.co.uk.

If you think your number is not working, please firstly check the number by calling it yourself from another device. If you do not receive the call or get an error message please email us at info@UnlimitedPrisonCalls.co.uk.

Sometimes if you haven't switched off your mobile voicemail, or you have chatted about the service over the phone with the inmate, you might find your number has been blocked. Do not worry, we will give you a new number free of charge from a different supplier.