Friends and Family Information

Convenient Account Management

GTL’s friend and family web portal, connectnetwork.com, is designed for friends and family members to set up and manage prepaid accounts for phone and any other GTL-provided services which may be available at each facility.

Account Management via ConnectNetwork.com

ConnectNetwork.com

Answers to frequently asked questions about available products and services at each facility, different deposit account types, and how to make deposits using cash and credit/debit cards is available by clicking the “HELP” link on the upper right of any page on connectnetwork.com. Information about how to contact customer service is available by clicking the “CONTACT US” link on the upper right of each connectnetwork.com page.

Customer Service Information

We now offer the ability to submit your customer service request online. To begin the process, please select the category below that pertains to your issue. Please provide as much detail as possible to help assist our Customer Service Representative investigate your request. If your request does not fall into one of the three categories below, please submit your request via the General Inquiry Contact Form

The quality of telephone calls to wireless devices and cordless phones that receive voice transmission via radio frequencies as opposed to over wires or cables may vary based on, among other things, a person’s movement, tower location and signal strength at any given point in a call. Accordingly, the quality and integrity of calls to cell phones and cordless phones cannot be guaranteed and dropped calls to cell phones will not be routinely refunded. Complaints concerning dropped calls and call quality from inmate facilities are investigated at the call origination point for the purpose of ascertaining whether an issue exists with the telephone equipment from which the call is placed.

Friends and Family

by Steve Hodge – Senior VP – Research and Development

In 2015, Global Tel*Link (GTL) experienced unparalleled success against industry rival Securus Technologies in front of the Patent Trial and Appeal Board (PTAB). Utilizing a relatively new patent review system established under the America Invents Act (AIA), GTL successfully challenged six out of seven Securus patents and saw the dismissal of 165 patent claims – effectively crippling the core of Securus’ patent portfolio.

GTL’s aggressive, three-year patent campaign against Securus is certainly bearing fruit, but as industry veterans (such as myself) are well aware, GTL will have to be vigilant given Securus’ decade-long history of predatory patent litigation. GTL has frequently been the target of Securus’ “sue and settle” business model, however with the introduction of an expanded grant opposition program in the AIA, we have turned the tables and are standing up for reasonable competition in the ICS marketplace. In fact, GTL has already filed 20 Inter Partes Review (IPR) applications with the Patent Trial and Appeal Board (PTAB) against 17 different Securus patents.

To date, the PTAB has ruled to completely invalidate four of Securus’ patents (including the “crown jewel” ‘167 VOIP patent) and dismissed nearly all of the claims from the other challenged patents. The PTAB has invalidated or rendered useless all of the substantive content from each of Securus’ challenged patents. Additionally, the PTAB concluded that Securus had misled patent examiners to obtain patents. If that weren’t enough, Securus misled the market about the capabilities of its products, filed duplicative patents to inflate the size of its patent portfolio, and attempted to patent products already in the marketplace, like Apple’s FaceTime.

Despite GTL’s overwhelming victories, Securus incredulously continues to claim that they are winning the “patent war.” Their strained attempts at contorting terrible losses into victories notwithstanding, this behavior only serves to underscore what this process has revealed: Securus’ patent portfolio is a façade, a carefully constructed house of cards that has been used against our industry for years.

Securus can continue clamoring about their patent superiority and challenging GTL to childish “bake-offs”, but at the end of day their “technology” – a hodge podge cobbled from parts of 19 other companies they’ve bought during the past several years – can’t be compared to the integrated software and hardware developed “at home” by GTL engineers for decades. Meanwhile, GTL has just concluded a record year of its own patent activity, growth that is a reflection of the in-house innovation behind GTL’s market leading technology.

Ultimately, GTL’s advantage over Securus is not just a result of challenges to Securus’ patent portfolio, but rather a reflection of the diversity of our technology portfolio and the ingenuity of GTL software engineering. This is not lost on the hundreds of facilities that have chosen to utilize GTL’s advanced product lines. From the IQ family series to our advanced Offender Management System (OMS), GTL’s technology represents the industry standard against which all others are measured.

GTL will continue to fight Securus’ brazen attempts to steamroll the industry and I’m pleased to note that it has been more than three years since Securus has filed a patent suit against anther industry player. It would seem their days of “sue and settle” are over. There are a number of other IPRs awaiting final decisions from the PTAB and GTL expects final decisions in all of these cases over the next 14 months. We are confident that the PTAB will take the same critical eye to the remaining IPRs and we will experience the sweeping success that we have with our initial IPRs. Through IPRs and various other methods, GTL aims to challenge Securus and promote an industry atmosphere conducive to technology development and innovation.

For more information on GTL or any of its products, contact a company representative today.