# Video Visits in Crisis: Frustrations with GTL/Viapath
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Chapter 1: Introduction to the Issues
Two months ago, our prison transitioned to GTL for video visits, but the service is still plagued by problems. Each week, we find ourselves waiting for a connection that rarely happens, and no one seems to know why.
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Section 1.1: The Waiting Game
The header image captures the screen that Demeter stares at for five long minutes each week, hoping for a glimpse of connection during our scheduled video visit. We cling to a sliver of hope that this week might finally be different. Even a few moments of connection would mean a lot since our last interaction was on December 7, 2023—the final video visit before GTL/Viapath took over.
GTL/Viapath already managed video visits at other facilities in the state, leading us to believe that the transition here would be smooth. Unfortunately, that assumption has proven to be completely misguided.
Section 1.2: Blame Game
No one can seem to pinpoint the issue. GTL/Viapath points fingers at our facility, while our prison administration deflects blame back to them. They assure us they are in daily communication to address the problem, but that hasn’t yielded any results. All I know is that it’s been almost two months since I’ve had a meaningful conversation with my wife.
My initial attempt to connect lasted about 15 seconds before the call dropped. I saw her face, heard her voice, and then—nothing. The second try lasted a minute, but after that, the situation deteriorated further. Subsequent attempts resulted in complete black screens, just like the one in the header image, with no visuals or sound, only immediate disconnections.
Chapter 2: Missed Connections
Two weeks ago, I was unable to attend a scheduled visit due to a guard refusing to open my door, leaving Demeter with this message:
After waiting five minutes beyond the scheduled time without any connection, the visit timed out, marking it as missed. Naturally, she was worried and reached out via the tablet to ask what had happened. I was furious! I had been pressing my button to be let out, but no one responded.
This issue was exacerbated by a schedule change for our video visits. We were still operating under the old timetable, which was clearly inconvenient for the correctional officers. With the new schedule not properly updated in the system, I had to press my button for release during visits, which made attendance nearly impossible. I arrived just after the visit timed out, and the thought that this might have been the moment we would have connected haunted me.
Section 2.1: Ongoing Frustration
Last week, we were back to the same frustrating connection failures. I managed to see Demeter’s face before the connection failed again. Rumors suggest that out of all the visits scheduled in the prison over these two months, only two have successfully connected for the full 15 minutes.
Considering the number of scheduled visits, that’s a shockingly low success rate. What kind of company can continue to charge for services they fail to deliver? If a connection is made, even briefly, our loved ones are charged a minimum of 10 cents.
Let’s estimate: with around 600 inmates, if even half attempt to have visits each day, that’s 5 days a week and three slots available per day. At a minimum connection fee, GTL/Viapath could be raking in approximately $1,800 monthly from our facility alone, while providing no real service to us.
Section 2.2: The Call for Action
We are being urged to keep scheduling visits so they can assess the situation. But the reality is clear: it’s not working! Yet, GTL/Viapath continues to hold contracts in other prisons across the country, where the service operates smoothly. So why are we left in the dark here?
No one has answers. The company profits while the prison takes its cut, and we keep missing vital connections with our families. But please, tell me more about how the prison system is designed for rehabilitation.
The Prison's Shift to GTL/Viapath: A Dismal Experience
The transition to GTL/Viapath has left us feeling more disconnected than ever, with a service that was clearly unprepared for the task at hand.
This video explains the ongoing issues with GTL's video visit service and offers insights into potential fixes.