Neuse CI Phone Calls. How ViaPath/GTL Works

Why You Cannot Call In

You cannot dial Neuse CI and reach the person directly. Facility phones are outbound only. The person uses facility phones connected to the ViaPath/GTL system to call approved numbers. Your job is to get your number set up and funded so their call goes through.

Step 1. Create a ConnectNetwork Account

Go to ConnectNetwork.com and create a free account. Use your real name and the phone number you want to receive calls on. You can add multiple phone numbers to one account.

If you already have a ConnectNetwork account from another NC DAC facility, you can use the same account.

Step 2. Add Your Phone Number

After creating your account, add the phone number you want the person to call. The number must match what the person lists on their approved call list inside the facility. If your number is not on their approved list, calls will not go through regardless of your account balance.

Step 3. Fund the Account

Calls cost $0.10 per minute. Each call can run up to 15 minutes, which comes to a maximum of $1.50 per call. Prepay into your ConnectNetwork account so calls connect automatically.

The person can also pay for calls from their own trust account balance, which you can fund using the ConnectNetwork deposit methods.

Step 4. Wait for the Call

Once your number is in your account and there is a balance available, the person can call you during designated phone access times at Neuse CI. The facility controls when phones are available. Call (919) 731-2023 if you have questions about phone access schedules.

Call Rates and Limits

Detail	Info
Rate	$0.10 per minute
Maximum call length	15 minutes
Provider	ViaPath/GTL via ConnectNetwork
Calls monitored	Yes
Calls recorded	Yes

If Calls Are Not Going Through

Check these things first:

• Your phone number is in your ConnectNetwork account
• Your account has a balance or the person’s trust account has funds
• Your phone carrier is not blocking calls from correctional facilities

Some carriers block these calls by default. Contact your carrier to ask about unblocking calls from NC correctional institutions. You can also contact ConnectNetwork support at 877-650-4249.

If the issue is on the facility side, call Neuse CI at (919) 731-2023.

Calls Are Monitored and Recorded

All phone calls from Neuse CI are monitored and recorded as a condition of NC DAC policy. This is standard for all NC state prisons. Do not discuss anything on the phone that you would not want facility staff to hear.

Attorney-client calls may be handled differently. If you need to set up confidential legal communication, contact the facility directly at (919) 731-2023 for guidance.

Video Visits

If you want to see the person and not just hear them, video visits are available through the Getting Out Visits app by ViaPath/GTL. Create an account at sso.gtlconnect.com to browse available time slots and book a session. Video visits work from a phone, tablet, or computer and do not require travel to the facility.

Adding Your Number to the Person’s Approved Call List

The person inside has to request that your number be added to their approved call list through facility staff. They cannot call any number that is not on this list, even if you have a ConnectNetwork account. If calls are still not going through after you set up your account, ask the person to confirm your number is on their approved list.

International Calls

If you are outside the United States, contact ConnectNetwork at 877-650-4249 to ask about international calling options. Not all countries may be available, and rates will differ from domestic rates.