Woman reports major issues contacting Metro 911 in emergency

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A woman says calling 911 failed when her family needed help. 

The woman, who says she doesn’t want to be identified for safety reasons, claims she and her elderly father were being threatened by someone in the Madison area on Friday night when she called 911.

Her emergency 911 call, which was made in Davidson County, was answered by a dispatcher in Sumner County. Ultimately, she says, her call was dropped.

“I gave them the address, and they said, ‘You’ve reached Sumner County, you need to call Metro,’ and I’m like, ‘Well, how do you call Metro 911?'” The woman told News 2’s Stephanie Langston. “As confused as I was, the lady then transferred me to, I believe, Metro where I received a recording where I was asked to press one or two for English preferences, and then I was disconnected.”

Metro Nashville Emergency Communications Center told News 2 that when the woman dialed 911, the call from her cell phone hit a tower a quarter mile away in Sumner County. Officials say it’s not uncommon — as sometimes cell phones hit towers that are closest or not as busy. 

At the time, the ECC says they were flooded with calls ranging from shots fired and a home break-in to a stabbing.

“It’s a serious concern for anybody who is in danger — rather it be a break-in or someone’s children being abducted, someone dying, any emergency situation,” the woman told News 2. “Somebody’s life could have been taken within the time span that it took them to get there.”

The woman said it took nearly an hour after her first 911 for police to arrive at the residence in Madison. 

According to Metro ECC, the woman was put in their queue by the Sumner County dispatcher, and after three minutes, their records show that the call was disconnected.

The ECC says after the call was dropped they did attempt to call the woman back twice but received her voicemail.

The woman said, after her initial call was dropped, she panicked and called her best friend, who she knew was in Nashville, to call 911 for her. 

The friend, who was able to contact Metro 911, said she was put on hold for several minutes before her call answered. 

News 2 reached out to the Sumner County ECC to try to figure out why the first call was dropped. 

This is a developing story. Stay with News 2 on-air and online for updates. 

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