Questions to ask a prison call provider
26 questions worth asking before you subscribe to a prison call service. For each one we explain why it matters and give BluePhone’s answer.
The number
01What exact number do I receive?
A UK geographic 01/02 number is charged at the prison’s landline rate; 07, 0800 and 03 numbers are treated differently.
BluePhone: A UK geographic number beginning 01 or 02. Numbers are assigned automatically; you can ask for a particular UK area and we will check availability, without a guarantee.
02Is it dedicated to me?
A shared or pooled number could reach someone else.
BluePhone: Yes. One number per account, used only by your account while you subscribe.
03Who controls it?
You want to know who can change where calls go.
BluePhone: BluePhone, through its telecoms carrier Telnyx. You cannot point it anywhere other than your BluePhone app.
How calls reach you
04Where does the incoming call actually end up?
This decides what you need and what staff may ask about.
BluePhone: In the BluePhone app signed in to your account, on iPhone or Android.
05Is another telephone number dialled?
Forwarding services dial your mobile; others do not.
BluePhone: No. BluePhone creates an internal app call leg and bridges it; no other mobile or landline number is dialled. See the technical path on our page for prison staff.
06Can I set up forwarding?
Some services let you divert to another number.
BluePhone: No. There is no forwarding setting.
07Is it an app, an eSIM or forwarding?
Each needs different things from your phone.
BluePhone: An app.
Your phone
08Does my phone need eSIM?
eSIM services need a compatible phone.
BluePhone: No.
09Must my phone be unlocked?
eSIMs generally need an unlocked phone.
BluePhone: No. The app works whichever network your phone is on.
10Does it work on iPhone?
BluePhone: Yes — App Store.
11Does it work on Android?
BluePhone: Yes — Google Play.
12Do I need internet for each call?
App-based services use Wi-Fi or mobile data.
BluePhone: Yes. Calls arrive over Wi-Fi or mobile data.
What it can and cannot do
13Can it make outgoing calls?
Most prison-call numbers only receive calls.
BluePhone: No. Incoming calls only; no call-back.
14Can it send texts?
BluePhone: No.
15Can it call 999?
Internet-based numbers often cannot.
BluePhone: No. Use a normal mobile or landline in an emergency.
16Does it work abroad?
Important for families outside the UK.
BluePhone: Yes, wherever you have internet. BluePhone does not charge an international fee; your own data or roaming charges may apply.
Cost
17What does it cost monthly?
BluePhone: £15 a month.
18What does it cost yearly?
BluePhone: £149 a year (£12.42 a month).
19Are there setup fees?
BluePhone: No.
20Are there per-minute charges or a minute allowance?
Cheap plans often include limited minutes.
BluePhone: No per-minute charges and no BluePhone minute allowance. The prisoner still pays the prison for call credit.
Cancelling
21Can I cancel?
Look for notice periods and minimum terms.
BluePhone: Yes, any time from your account. Access continues to the end of the paid period. You have a 14-day statutory right to cancel (less the service provided until you tell us). Outside the 14-day statutory cancellation period, the unused part of a period is not normally refunded. Your statutory rights are not affected. See the contract summary.
22What happens to my number?
It may stay on the prisoner’s list after you leave.
BluePhone: It is released at the end of the paid period and held back for 10 days before it can be reassigned.
23Can I port it to another provider?
BluePhone: No.
The prison and the company
24Can prison approval be guaranteed?
No provider can guarantee this.
BluePhone: No. The prison checks every new number and decides. If a prison refuses a newly issued number, we may provide one replacement number where that could reasonably help (a voluntary policy that does not affect your statutory rights).
25Who operates the company, and where?
You should know who you are contracting with.
BluePhone: Blue Phone, a sole trader (eenmanszaak) registered in the Netherlands, KVK 91424399. Terms are governed by Dutch law.
26Where can I verify these claims?
Good providers make their claims checkable.
BluePhone: Our App Store and Google Play listings, our page for prison staff, and the sources listed on each guide.
Related guides
Get your own UK number
£15/month or £149/year. iPhone and Android. No eSIM required. Incoming calls only. The prison decides whether to approve the number.
