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9‑1‑1 centers press Lumen on audio disruptions and request single escalation point
Summary
Multiple PSAP leaders reported recurring audio and call‑handling disruptions—one region experienced a repeat audio problem last year and again this June—and asked Lumen for a clearer escalation path, faster on‑site coordination with other vendors, and stronger contract/tariff accountability.
Leaders from several Colorado PSAPs pressed Lumen (CenturyLink) representatives at the task force meeting about recurring audio problems and other service disruptions that have affected incoming 9‑1‑1 calls. Lumen managers acknowledged past breakdowns, apologized for service gaps, and committed to follow‑up work to improve escalation, communications and monitoring.
Arapahoe County 9‑1‑1 and other local agencies described a severe audio issue that first occurred in mid‑June last year and took more than two weeks to resolve; the problem appeared again in mid‑June this year. “The audio was so poor and so bad that [call takers] were hanging up and calling the people back,” said Kathy Raley (Arapahoe County 9‑1‑1). She said the service appeared to be caused by legacy transport equipment in the network and asked what Lumen is doing to modernize and…
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