CLE residents question 911 response time

Posted at 9:26 PM, May 20, 2016
and last updated 2016-05-20 23:31:49-04

Residents living on E. 64th Street in Cleveland report problems in getting through to a 911 operator while calling on a May 20th house fire in their neighborhood.

Megan Cala and her neighbor across the street told they made numerous attempts to get through, while a home and garage sustained heavy fire damage just after midnight.

Cala said she made 5 call to 911, but each time she was met with a busy signal, other neighbors reported the phone would just continue to ring.

"It just wasn't going through, the 6th time that I called it finally went through," said Cala.

"I feel like you should be able to get through on the first call and you should have to be waiting around.  Even it was someone choking, if it was someone having a heart attack."

The Cleveland mayor's office confirmed the 911 system was down three times between midnight and 2 a.m., but explained the system was down for "planned maintenance," and that a back-up system was in place.

Still Cleveland's police union has repeatedly insisted the city 911 system is plagued by glitches and is in need of critical improvements.

5 On Your Side Investigator Sarah Buduson takes a deeper look at alarming issues effecting Cleveland's 911 system Friday, May 20 on NewsChannel 5 at 11.