How is that different from phones down?

Phones down means the network is off. Nobody gets through. A refused number means that one number did not go on the list. Other numbers can still work.

Which numbers get refused?

Numbers that forward or divert are the usual reason since 11 August 2026. A name that does not match, or a victim-contact restriction, fails the same check. A mobile or a landline that just rings your phone is different.

What should I put on the list instead?

A landline that just rings the phone you have. No app. No redirect. Changing the list later means another wait.

prisoncheckPhone · 3 min read

Why was my number rejected?

The phone list can refuse a number. That is not the same as the phones being down. Mobile, landline, and numbers that forward are treated differently.

Official update

Since 11 August 2026, 0800 numbers as social contacts — and numbers used for call diversion / re-routing — must be restricted.

GOV.UK · Interception policy framework · §7.9

Two different problems

The list said no

That number was refused

Security would not add it. A wrong name, a victim-contact restriction, or a number that forwards can all do that. Other numbers can still work. The phones can be on.

Phones are down

The network is off

Every number fails until it is back. That is an outage, not a refused number.

Three kinds of number

Usually accepted

Mobile

Costs them more from PIN credit. Still a security check. Changing it later means another wait.

Usually accepted

Landline that just rings

Cheaper for them. The number lives on the phone you have. Nothing is passed on.

Often refused

A number that forwards

Cheap-call apps and virtual landlines pass the call on. Prisons are told to restrict those since 11 August 2026.

Questions families ask

The phone list is a security check. They submit the number. The prison can refuse it. That is not the same as the phones being down.
Phones down means the network is off. Nobody gets through. A refused number means that one number did not go on the list. Other numbers can still work.
Numbers that forward or divert are the usual reason since 11 August 2026. A name that does not match, or a victim-contact restriction, fails the same check. A mobile or a landline that just rings your phone is different.
A landline that just rings the phone you have. No app. No redirect. Changing the list later means another wait.

What to do now

1
Ask which number, and why
Only the person inside can ask. They ask the wing which number was refused and whether a reason was given.
2
Check if the number forwards
Ask the provider, in writing, whether the number passes calls on to another line. If it does, that is the likely reason.
3
Put a different number in
A mobile is usually accepted. A landline that just rings is cheaper for them. Changing the list means another wait.

Stuck? The Prisoners’ Families Helpline is free on 0808 808 2003. They deal with this every day.

Not automatic everywhere. Some prisons refuse a forwarding number now. Some have not yet.

If a number was refused at your prison, add it so the next family is not guessing.

Tell us what happened

What next

Guide · 3 minWhich virtual landlines still work?Since 11 August 2026, prison numbers that redirect or re-route can be refused. This is how each call service connects.Guide · 2 minPrison landline not working?It may be the number, not the phones. If it forwards to your mobile, prisons are told to refuse it since 11 August. A landline on your phone is different.Guide · 5 minHow do I get on the phone list?PIN, numbers, security checks, and why “they should have called by now” is often the wrong clock.ToolFind their prisonAdd a report on that prison’s page.