How to receive a family video visit


Video phones for the purpose of family video calls have been installed in all locations across the prison estate and are now operational. While our video phones help to keep families in contact with loved ones the amount of visits that can take place on a daily basis is lower than would normally happen with physical visits to prisons.

As a result we have needed to change the process for arranging a visit and reduce significantly the number of visitors a prisoner can have. Due to the limitations on the number of video visiting slots it is no longer possible for families to book the visit. Under the new arrangements the prisoner must identify a visitor and prison staff will arrange for the visitor to be notified by email of the date and time of the visit and how to access the visit on the day. “How to guides” are published below to help you through this process.

We will keep you informed of the plans to return to more normal visits as soon as possible.

Accessing the Video Visit

 To help you access a family video visit we have developed a “How to Guide” to explain the process more clearly. We have also created some “troubleshooting” documents for those of you who have Samsung devices and those that have Huawei devices as these can cause difficulties. Those using iPhones should be able to connect by clicking the link in the email that you will receive.

It is important that you read the “How to Guide” and also the troubleshooting guide as this may help prevent any difficulties when you go to connect. If using a Samsung or Huawei device you MUST ensure Chrome is set as your default browser. The troubleshooting guides will tell you how to do that.  The video below will also help explain what to do.

Here is some useful links in English,

How To Guide for Family Video Link 28 April 2020

SAMSUNG Trouble Shoot 27 April 2020

Huawei Trouble Shoot 27 April 2020

Here is some useful links in Polish,

How to Guide for Family Video Links Polish 

Samsung Trouble Shoot Polish

Huawei Trouble Shoot Polish

Here is some useful links in Lithuanian,

How to Guide for Family Video Links Lithuanian 

Samsung Trouble Shoot Lithuanian

Huawei Trouble Shoot Lithuanian

Here is some useful links in Vietnamese,

How to Guide for Family Video Links Vietnamese 

Samsung Trouble Shoot Vietnamese

Huawei Trouble Shoot Vietnamese

Here is some useful links in Latvian,

How to Guide for Family Video Links Latvian

Samsung Trouble Shoot Latvian

Huawei Trouble Shoot Latvian

Here is some useful links in Arabic,

How to Guide for Family Video Links Arabic

Samsung Trouble Shoot Arabic

Huawei Trouble Shoot Arabic

Here is some useful links in Romanian,

How to Guide for Family Video Links Romanian

Samsung Trouble Shoot Romanian

Huawei Trouble Shoot Romanian

Family Video Link Helpdesk 057 8634867

Opening Hours Monday and Friday (Not Operational on Bank Holidays)

0930 am – 1230 pm

2 pm to 430 pm

 

The helpdesk will provide assistance and advice to families who are unable to successfully connect to a scheduled Family Video Link visit.

The helpdesk team will be able to confirm that your phone settings are correct as follows:

  • Chrome is set as the Default Browser
  • Microphone and camera settings are activated for Chrome.

Please use the ‘How to Guide’ and check the “Phone Setting Guide”  before contacting the helpdesk.

To assist our Helpdesk operators:

  • Have your email address ready so we can send you a test Video Link;
  • If possible, contact the helpdesk using a different phone than the device you intend to use for Family Video Link. This will allow you to link into a test Video Link call with the other device, while remaining on the phone to the operator.
  • If  you only have access to one phone, we can confirm your settings and end the call. You can then log into your email and connect to the test Video Link. We will call you back if you fail to connect to the test Video Link.

 

 

 

Arbour Hill Prison

Visiting Days: Monday, Tuesday, Wednesday, Friday and Saturday.
Visiting Times: 10am-12pm, 2pm-4pm
Book Online

 

Castlerea Prison

Visiting Days: Monday to Saturday, Selected family visits available on Sundays
Visiting Times: 10am-12pm, 2pm-4pm
Book Online

 

Cloverhill Prison

Visiting Days: Monday, Wednesday, Thursday, Friday and Saturday. Selected family visits are available on Sundays by application to the Governor
Visiting Times: 10am-12pm, 2pm-4pm
Book Online

 

Dóchas Centre

Tel: 018858954 / 01 8858955
Visiting Days: Remand Prisoners – Monday, Tuesday, Thursday, Friday and Saturday. Sentenced Prisoners – Saturday and Sunday 10pm-12pm
Visiting Times: 10am-12pm, 2pm-4pm

 

Loughan House

Tel: 071 9836000
Visiting Days: Monday to Sunday
Visiting Times: 10am to 5pm

 

Limerick Prison

Visiting Days: Monday, Wednesday, Thursday, Friday and Saturday.
Visiting Times: 10am-12pm, 2pm-4pm
Book Online

 

Midlands Prison

Visiting Times: Monday, Wednesday, Thursday and Friday, 9.30am-12pm, 2pm-4pm. No visits on Tuesday.
Book Online

 

Mountjoy Prison

Visiting Days: Monday, Wednesdays, Thursdays, Fridays, Saturdays
Visiting Times: 10.15am, 11.00am, 14.15pm, 15.00pm
Book Online

 

Portlaoise Prison

Visiting Days: Monday to Saturday
Visiting Times: 10am-12pm, 2pm-4pm
Book Online

 

Shelton Abbey

Tel: 0402 42300
Visiting Days: Saturday Sunday and Bank Holiday Mondays. Special visits may be booked for midweek by application to the Governor.
Visiting Times: 11am – 3:30pm

 

St. Patrick’s Institution (Mountjoy Campus West)

Tel: 01 8858994
Visiting Days:

Monday, Wednesday, Thursdays AM only.

Fridays, Saturdays AM and PM

Visiting Times:

10.15am, 11.00am (Monday, Wednesday, Thursday)

10.15am, 11.00am, 14.15pm, 15.00pm (Friday, Saturday)


 

Training Unit

Tel: 01 8858982
Visiting Days: Monday, Tuesday, Wednesday, Friday and Saturday.
Visiting Times: Tuesday (2.15pm-3.15pm), Wednesday (2.15pm-3.45pm) Saturday and Sunday (10.00am-11.30am and 2.15pm-4.45pm)

 

Wheatfield Prison

Visiting Times: 10am-12pm, 2pm-4pm. Thursday – 2.30pm-4pm
Book Online