Phone account can no longer be topped up from outside: “Number not found”

31.10.2026 · Anträge 02.11.2026

Update 4 November 2026: payments have been possible again since 2 November 2026. According to Telio it was a fault in the cyou.org payment route, not a block of my account (F2-243).

Since 31 October 2026 at the latest, relatives and supporters can no longer top up my phone account 127-281-20 in the in-cell media system of the operator Telio. Three people tried independently at different times, on a computer and on mobile phones. mytel.io shows “Number not found”, cyou.org “Something went wrong”. To my knowledge, other prisoners can still receive credit. I have received no notice of a block.

Whether this is a fault, a block by the operator or an instruction from the prison is open. On 1 November 2026 I asked Telio and the Senate Department for Justice to clarify; on 2 November 2026 I filed an urgent request with the prison (Anlage 277_F2) and an application for an interim order under § 114(2) StVollzG with the enforcement chamber (Anlage 278_F2). This followed my complaint about the phone-charge increase of 17 August 2026, answered neither by the prison nor by Telio (F2-231). I do not claim a connection. The phone is my only regular contact with the outside world. Since the price increase I buy nothing in the prison shop except tobacco and coffee, no food – the money goes to the phone. My credit will last only a short time. Delivered on 2 November 2026: urgent request to the prison by fax at 12:56 (FAX-ID 17715168; by e-mail in advance on 1 November 2026), application for an interim order to the enforcement chamber at 14:28 (2 pages, FAX-ID 17716279). A fourth screenshot with an incomplete number (1272810) is not used.