Wyoming legislators address CenturyLink outages impacting 911 service for residents

A critical discussion unfolded during the Wyoming Legislature's Select Committee on Tribal Relations meeting on May 22, 2025, focusing on the ongoing phone service outages affecting CenturyLink customers. The issue has persisted for over six months, leaving some residents unable to dial 911, raising serious safety concerns.

The meeting featured representatives from the Wyoming Department of Transportation and Lumen Technologies, the parent company of CenturyLink. Tim Kunkelman, Lumen's regulatory director, explained that the outages were caused by network cuts made by a competing provider. While he assured that the 911 system remained unaffected, he acknowledged that approximately 15 customers lost their voice services. Kunkelman emphasized that these customers still had internet access, allowing them to use alternative communication methods like VoIP or Wi-Fi calling.

However, frustrations were voiced by committee members, particularly regarding the lack of communication from Lumen to affected customers. One member recounted the experience of an elderly parishioner who received a disconnect notice despite having no service for months. Kunkelman admitted to the billing confusion and stated that all erroneous charges had been rectified.

The Wyoming Public Service Commission's chairman, Mike Robinson, highlighted the limited enforcement capabilities they have over Lumen due to its competitive status. He noted that while they maintain a cooperative relationship with the company, the jurisdiction over quality of service issues remains constrained.

The meeting also addressed the importance of utility locates to prevent such outages. One Call of Wyoming's representative stressed the necessity of notifying utilities before excavation to avoid damaging underground lines, which can lead to significant service disruptions and safety hazards.

As the meeting concluded, the committee underscored the urgency of resolving these service issues and improving communication with affected customers. The situation remains under close scrutiny, with hopes for a swift resolution to restore reliable phone service to those impacted.