[Editor’s Note: We’ve updated this story to indicate that the issue relates to dispatchers being unable to hear callers, not the other way around]
FARMINGTON – County Commissioners learned Tuesday that phone issues that have plagued the Franklin Regional Communications Center have not abated, with county staff taking steps to consider alternative providers.
CL Folsom, the county’s communications director, reported the problem to commissioners earlier this month. Callers have been trying to contact the dispatch center on its county phone line and cannot be heard by the dispatcher on the other end. Callers can hear the dispatcher, Folsom said. The issue seems to have gotten worse since December 2018.
The issue is limited to the dispatch center’s business lines, and has not impacted 9-1-1 calls. The county uses GWI to provide phone service to its various departments, but the 9-1-1 system is separate, run on a statewide, closed system that is managed by Consolidated Communications.
Still, Folsom said back on Jan. 2, the issue is a serious one. Some callers are not certain whether their issue constitutes an emergency, and therefore call the dispatch business line, 778-6140, rather than 9-1-1. In some cases, those business line calls represent true emergencies.
The issue does appear to be countywide, other department heads have reported, but only noticeable in dispatch due to the volume of calls the communications center receives.
Folsom and other county employees have been working with GWI to try and correct the issue, but the director reported Tuesday that the issue was still prevalent, perhaps even slightly worse over the past two weeks. In one case over the weekend, Folsom said, a caller had tried five times to contact dispatchers.
County officials advised commissioners to put GWI on notice with a letter formally indicating that the current level of service wasn’t acceptable. Meanwhile, the county will seek a legal opinion on its contract with GWI. Research has indicated that Consolidated Communications could provide the same services at a reduced rate per month.
Commissioners Clyde Barker of Strong and Chair Terry Brann of Wilton agreed that a letter should be drafted to GWI. County Clerk Julie Magoon will locate an attorney to review the contract.
Why doesn’t the county use the regular phone company like everybody else?
Because the county has to bid out services. When “Ma Bell” was the phone company they had personnel to address problems, now, you are on your own if you have a problem. Progress?
So now this GWI I’ve never heard of is the county phone company and they can’t help if it breaks down? That’s just wrong. I wouldn’t pay them if it was me.
GWi isn’t the problem. I use them all the time. I have very little trouble and when you do there is a live person to talk to to fix it.
@ Wally. If “GWI isn’t the problem” why are the County Commissioners writing them a letter formally “putting them on notice” that the level of service is unacceptable. To me that says GWI IS the problem.
GWI can’t be the problem because Wally says so.
When this gets resolved you will see what I mean.