Having trouble receiving calls from a loved one at Menard Correctional Center? If calls show Spam Risk go straight to voicemail, come from changing numbers, or disconnected after you press 5, follow the steps below.

Step 1: Save the prisoners calling number

Save the confirmed calling number in your phone's contacts as Menard Calls. Check that the number is not blocked. If a different number appears, write it down so you can report it to the prisoner telephone provider.

Step 2: Check your phones call-blocking settings

Check your phone settings and your cellphone company's spam-filtering app. Temporarily turn off settings that block or silence unknown callers while testing on a call. Also check Do Not Disturb or Focus setting After testing, restore your preferred protection and ask your cellphone company how to allow prison calls.

Step 3: Follow the recorded instructions

Answer the call and listen to the recorded announcement when prompted open your phones, keypad and press the number requested to accept the call if it disconnects after you press 5, write down the date, time, and number displayed. Report this problem to the prisoner's telephone provider.

Step 4: Keep a record of failed calls

Write down the date, time, number displayed, and what happened during each field call. Note any Spam Risk warnings or disconnections after pressing the acceptance number. Include your cellphone company's name in any complaint ticket numbers. Keep this record, private, and share it with the support staff handling your complaint.

Step 5: Contact ICSolutions for help

Call ICSolution customer care at 888–506–8407. Explain that your calls from Menard show Spam Risk arrive from changing numbers, or disconnect after you press five. Ask them to check for account blocks, confirm the facility's calling number and investigate the failed calls. Have your call record ready. Request a complaint ticket number and write it down.

Step 6: Contact your cell phone company

Call your cellphone company's customer support. Explain the legitimate calls from a Menard Correctional Center. are being marked as spam or blocked. Give them the calling numbers confirmed by ICSolution. Ask them to investigate the incorrect spam label and explain how to allow these calls. Request a support ticket number and write it down.

Step 7: Report the problem to Menard

Call Menard Correctional Center at 618–8 26–5071 and ask for warden's office or staff responsible for a telephone services. Explain the problem and provide the date of field cause in your support ticket number. Ask staff to investigate with ICSolutions and explain how to follow up. Write down when you called and whom you spoke with.

Step 8: Contact iDOC Constituent services

If the problem will remain remains unresolved after contacting Menard, call IDOC Constituent services at 217-558-2200, option 1 or 2 or email DOC.constituent.services@illinois.gov. Include your loved ones name ID OC number facility dates of fail, calls, and support ticket number. Explain who you already contacted and request help resolving the telephone problem. Keep a copy of your complaint.

Step 9: File an FCC complaint

For unresolved telephone service problem, visit consumercomplaints.fcc.gov and select Phone Issues. Describe the block calls, incorrect spam labels or disconnections. Include the provider names, date, calling numbers and support ticket numbers. Explain what you have already tried and request an investigation. Save your complaint confirmation number.

Step 10: For your loved one inside, use the grievance process

The person in custody should promptly request the grievance form and instructions from their counselor. Describe the telephone problems, dates, attempts to get help, and the correction requested. Follow the required submission and appeal deadlines, and keep copies of grievances and responses. Do not wait for a family complaints or an FCC response before starting this process. Outside complaints do not replace the prison grievance process.

Complaint Letters and Grievance Templates.

Use these simple letters to explain telephone problems and request help replace the bracket with your own information and describe only what happened to you. Keep completed letter and personal information private the grievance sample should be used with the prisoners required form and instructions.

Template 1: Family letter requesting help.

Date: [Date]

To: Warden’s Office, Menard Correctional Center

Subject: Request to investigate telephone problems

I am [your name], the [relationship] of [person’s name and IDOC number].

On [dates and times], calls to my phone experienced [describe the problem: spam warnings, blocked calls, or disconnection after accepting]. My cellphone company is [company]. The calling numbers displayed were [numbers].

I contacted [provider or staff] on [dates]. My support ticket numbers are [numbers]. The problem remains unresolved.

Please coordinate with ICSolutions to investigate and restore reliable telephone access. Please explain the next steps and how I can follow up.

Thank you,
[Your name]
[Your preferred contact information]

Template 2: Complaint to ICSolutions

Date: [Date]

To: ICSolutions Customer Care

Subject: Failed calls from Menard Correctional Center

I am requesting help with calls from [person’s name and IDOC number] at Menard Correctional Center to my telephone number, [your number]. My cellphone company is [company].

On [dates and times], I experienced [describe the spam warnings, blocked calls, or disconnections after accepting]. The displayed calling numbers were [numbers].

Please investigate these failed calls, check for account restrictions or technical problems, and confirm the facility’s calling numbers so my cellphone company can investigate any incorrect spam labels.

Please provide a support ticket number, explain what action will be taken, and tell me how to follow up.

Thank you,
[Your name]
[Your preferred contact information]

Template 3: Telephone Access Grievance Sample

Use this sample with the required grievance form and facility instructions. Replace the brackets with accurate information.

Name: [Name]
IDOC number: [Number]
Facility: [Facility]
Date: [Date]

Problem:
On [dates and times], I attempted to call [approved contact]. The calls [describe what happened]. My contact reported [what they experienced, including spam warnings or disconnection after accepting].

I requested help from [staff names or descriptions] on [dates]. Their responses were [responses]. Related support ticket numbers are [numbers, if available]. The problem has affected my ability to communicate with [family or other approved contacts].

Relief requested:
Please investigate the failed calls, coordinate with the telephone provider to correct any technical problems or incorrect restrictions, and restore reliable access to approved calls. Please provide a written response explaining the findings and corrective action.