A Dallas mother was left grieving after the death of her son, which she said occurred because a T-Mobile phone glitch left her babysitter unable to call out to 911.
"I lost my 6-month-old because 911 did not respond," grieving mom Bridget Alex told WFAA. “There’s no excuse that you can give me to take that pain away.”
On the evening on March 11, Alex reportedly left baby Brandon with her best friend, who frequently watches the boy, while she attended the funeral of her 19-year-old nephew, who was tragically murdered on March 2.
When Brandon fell off a daybed and was unresponsive, the babysitter frantically tried to call 911 but could not get through to an operator.
"She said, 'I've called 911 three times,'" recounted Alex, who was at her sister's house when she received the sitter's call. "'They keep leaving me on hold, and they won't respond.'"
Those three calls to 911 lasted between 55 seconds and more than 30 minutes, records show.
Alex raced home and drove her baby to the hospital.
"I jumped in the car with him, and I just kept kissing his lips," said Alex. "He was still warm. I just kept saying, 'Brandon, please wake up. Please wake up.'"
He never did.
The phone issue has allegedly been going on for months. That night, it left 442 callers on hold for an average of 38 minutes.
When a T-Mobile customer calls 911, a bug reportedly creates multiple "ghost calls" that come through as hang ups that operators have to go through and answer one by one, potentially causing delays.
The problem started in November and has been intermittently causing trouble since then, getting worse since February.
"I need to know why my son of six months is gone," said Alex, who has three other children. "That's what I want to know. It should have been fixed by now. This is ridiculous."
On March 15, T-Mobile engineers were in the city working to fix the phone bug.
"It is outrageous that T-Mobile still has not resolved the ghost call issue that is putting Dallasites in danger by clogging our 911 system," said Mike Rawlings, the city's Democratic mayor. "I'm in full agreement with our city manager that our citizens deserve better. This issue not only puts paying T-Mobile customers at risk, but it jeopardizes the safety of people throughout our city."
Rawlings said that he expects T-Mobile crews to work "around the clock" until they fix it.
Alex, who did not get her son to the hospital until more than an hour after the first 911 call, said that T-Mobile and the City of Dallas are at fault for her son dying, according to KTVT.
"At the end of the day, I'm still going to be here hurt, because he's not going to be here," Alex told KTVT. "I'm not going to get to see him or smell him or touch him or kiss him ever again."