Why Some Prisoners Aren’t Eligible For Phone Privileges

When someone you care about is in prison, one of the biggest sources of comfort is being able to speak to them regularly. A simple phone call can ease anxieties on both sides, maintain relationships, and help the prisoner keep a sense of normality. But for some prisoners in the UK, phone privileges are either heavily restricted or removed altogether.

This often comes as a shock to families who suddenly stop hearing from their loved one or receive a letter saying that phone use has been suspended. Understanding why some prisoners aren’t eligible for phone privileges can help families prepare, reduce unnecessary worry, and figure out what support or alternatives might be possible.

How phone calls work in UK prisons

Before diving into why some prisoners lose phone rights, it helps to know how the system is supposed to work. In most UK prisons, inmates use a PIN phone system. Each prisoner has a unique PIN number linked to their account. This ensures that every call can be traced back to them, that only approved numbers can be dialled, and that calls can be monitored for security reasons.

Prisoners pay for calls from their personal funds — either earned through prison work or topped up by family. Calls to landlines cost roughly 8p per minute, while calls to mobiles can be 19–25p per minute. Keeping that line of communication open is often critical for the prisoner’s mental health, as well as their family’s peace of mind.

Why phone access matters so much

Regular phone contact helps prisoners feel less isolated, maintain bonds with their children and partners, and reduce anxiety about life on the outside. Studies consistently show that people who stay in close contact with family while in prison are less likely to reoffend after release.

For children especially, hearing from a parent behind bars can be a huge reassurance. This makes it all the more distressing when phone access is taken away.

So why aren’t some prisoners allowed to use the phone?

Security concerns
One of the main reasons a prisoner might not have phone privileges is security. If prison authorities believe that an individual poses a risk of using the phone to commit further offences — such as coordinating drug smuggling, threatening witnesses, or running criminal operations — they may restrict or block their phone access entirely.
This is more common in high-security prisons or among inmates linked to organised crime. Some prisoners are specifically barred from contacting certain people by court order or restraining order. If there’s evidence that someone is trying to contact victims or breach no-contact conditions, phone privileges can be suspended to protect those outside.
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Being on “basic regime” under prison rules
In England and Wales, most prisons use the Incentives and Earned Privileges (IEP) scheme. This system means prisoners are categorised under three main levels:

- Basic
- Standard
- Enhanced

‍Someone on “basic” has usually lost privileges because of poor behaviour, failed drug tests, or breaking prison rules. Being on basic often comes with reduced time out of cell, fewer opportunities for visits, and heavily restricted or timed phone use. In some prisons, being downgraded to basic might mean the prisoner loses access to social calls except under very limited circumstances.


Punishments for disciplinary reasons
If a prisoner breaks serious prison rules, part of the punishment can be a temporary ban on phone calls. For instance, fighting, being caught with banned items, or threatening staff might lead to a period where the prisoner isn’t allowed to make social calls.

These bans vary depending on the incident and the prison governor’s decision. Sometimes it might be a few days, sometimes several weeks. The aim is to enforce discipline and deter future rule-breaking.


Investigations or safeguarding checks
There are situations where phone privileges are paused not as a punishment but as a precaution. If prison staff suspect that certain calls are being used to intimidate others, or if there’s an ongoing investigation into external criminal activity, they may temporarily block or closely monitor all phone communications.In these cases, families might suddenly stop receiving calls without warning. Often the prisoner isn’t even told the full reason to prevent compromising the investigation.


Specific bans on contact with certain people
Even if a prisoner can use the phone generally, they might be barred from calling specific people. For example, if there is a restraining order, or if part of their licence or bail conditions after previous offences was that they couldn’t contact an ex-partner, co-defendant, or victim.

If it emerges that they’ve tried to reach out anyway, prison staff can remove that person’s number from the approved list or block it entirely.

Why families aren’t always told

One of the hardest parts for relatives is that they often have no idea why the calls have stopped. Prisons aren’t obliged to notify family members if someone is under a disciplinary phone ban or if an investigation is restricting calls. This means many people spend days or weeks in anxious silence, fearing the worst.

If you suddenly stop hearing from your loved one and haven’t received a letter explaining why, it’s often worth writing to them directly. Sometimes prisoners can’t say much, but they may be able to confirm that they’re okay and just under temporary restrictions.

Are these bans permanent?

In most cases, phone bans are temporary. Once the disciplinary period ends or the prisoner’s behaviour improves, they can regain phone access. Moving up from “basic” to “standard” on the IEP scheme usually restores normal phone rights. Similarly, if an investigation concludes with no further restrictions needed, calls often resume.

However, for prisoners deemed an ongoing security risk, or those with repeated breaches, restrictions might stay in place longer.

What happens to legal calls?

Importantly, even prisoners who’ve lost social phone privileges are generally still entitled to make confidential calls to their solicitor. This right is protected under UK law to ensure fair access to legal advice. These calls aren’t monitored in the same way and usually can’t be blocked, except under very strict, exceptional circumstances tied to serious security issues.

How families can help cope

If your loved one has lost phone privileges, there are still ways to keep connected and show support:

Write regularly.
Letters are often a lifeline and can be sent even when phone access is restricted.
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Send family photos.
Most prisons allow photos, which can provide huge comfort.
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Use visits where possible.
Even if calls are blocked, in-person visits might still be allowed.
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Encourage positive behaviour.
Remind your loved one that following rules can help them earn privileges back faster.

Using affordable services when calls return

When phone privileges are restored, many families worry about the financial strain of calls — especially if they’re keen to reconnect as much as possible after a ban. Prisoners pay steep rates to call mobiles, often burning through limited credit quickly.Using a service like Prison Call, which gives you a dedicated landline number that diverts to your mobile, means prisoners pay around 8p per minute instead of 20p+. This helps them afford longer calls and stay in touch more regularly, reducing stress for everyone.

It can be heartbreaking and frustrating when your loved one can’t call you from prison. But there are often complex reasons behind these restrictions, from maintaining security to enforcing discipline or protecting potential victims. While it’s painful in the short term, many bans are temporary and tied to encouraging better behaviour or ensuring safety inside and outside the prison.

Staying patient, continuing to write letters, and preparing for the day when normal calls can resume are the best ways to support your loved one. And when those calls start up again, making them as affordable as possible can help rebuild your bond without worrying about running out of credit.