Lumen executives address 911 audio issues at Arapahoe County meeting

During the recent Colorado 911 Task Force meeting held on July 10, 2025, significant concerns regarding the reliability of emergency communication systems were raised, particularly focusing on recurring audio issues affecting 911 calls. Participants discussed ongoing problems that have persisted over the past two years, highlighting the urgent need for technological upgrades and improved response protocols.

One of the primary issues discussed was the poor audio quality experienced during 911 calls in the Arapahoe County area. Last year, a similar problem led to an 18-day resolution period, which left emergency responders frustrated and concerned about the reliability of their communication systems. This year, the same audio issues resurfaced, prompting urgent discussions about the aging technology still in use, including outdated T1 and T3 lines.

Task Force members expressed their dissatisfaction with the response times and the perception that network operation centers were closing tickets prematurely, leading to unresolved issues. Participants emphasized the critical nature of these communication systems, noting that delays or failures could have life-threatening consequences.

In response to these concerns, Lumen representatives acknowledged the need for a comprehensive review of their network infrastructure. They outlined ongoing efforts to phase out older technologies and improve the reliability of services. However, questions remained about why these issues were localized to specific agencies and how the company could better monitor and address problems in real-time.

Additionally, the meeting highlighted similar issues faced by the city of Aurora, where audio dropped off after 11 minutes during calls, further underscoring the need for immediate action to ensure the integrity of emergency communications across the state.

The discussions concluded with a commitment from Lumen to enhance their monitoring systems and engage in more proactive communication with local agencies to prevent future disruptions. The Task Force emphasized the importance of these improvements, as they directly impact public safety and the effectiveness of emergency response efforts.