Colorado telecom customers demand CenturyLink improve accountability and service response

The Colorado 911 Task Force convened on July 10, 2025, to address pressing issues surrounding telecommunications services and network reliability, particularly focusing on the performance of Lumen Technologies, formerly CenturyLink. A key point of discussion was the need for improved accountability and responsiveness from the service provider, as members expressed frustration over ongoing service disruptions, including dropped calls.

During the meeting, participants highlighted the importance of having a structured equipment placement schedule rather than a reactive approach of fixing issues only when they arise. This proactive strategy is essential for maintaining the health of the network, especially as technology evolves from traditional copper lines to more efficient fiber optics. Task Force members emphasized that a comprehensive plan is necessary to ensure the reliability of emergency services, which depend heavily on robust telecommunications infrastructure.

Jackie, a member of the Task Force, raised concerns about the current tariff agreements with Lumen, suggesting that they lack sufficient safeguards to hold the provider accountable for service failures. She proposed that the upcoming tariff negotiations should incorporate stronger contractual elements to ensure better service delivery and accountability.

Joe, another participant, echoed these sentiments, expressing astonishment at the lack of ownership and preparedness from Lumen during meetings. He called for the appointment of a dedicated customer relations representative to oversee issues and ensure timely resolutions. This suggestion reflects a broader demand for improved communication and accountability from telecommunications providers, particularly in light of the critical nature of 911 services.

The meeting concluded with a commitment to further discussions on these issues, underscoring the Task Force's dedication to enhancing the reliability of emergency communications in Colorado. As the group moves forward, the focus will remain on ensuring that service providers meet the needs of the community effectively and responsively.