Time Warner Cable Report
Subscriber Totals - July 2002
| Jul-02 |
Beginning |
Ending |
Difference |
| Limited Basic |
3685 |
3730 |
45 |
| Full Cable Service |
63,576 |
62,701 |
-875 |
| System Total |
67,261 |
66,431 |
-830 |
| Homes Passed |
157,417 |
157,582 |
165 |
| Penetration % |
42% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - July 2002
Under normal operating conditions, telephone answer time by a customer representative, including wait time, shall not exceed thirty seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty seconds. Under normal operating conditions, the customer will receive a busy signal less than three percent of the time. These standards shall be met no less than ninety percent of the time under normal operating conditions, measured on a quarterly basis (Federal Communications Commission 76.309 (B) (ii) & (iv) Cable Customer Service Obligations).
| Jul-02 |
Month |
Quarter-To-Date |
| Total Calls Received |
72,105 |
72,105 |
| Total Calls Handled |
70,587 |
70,587 |
| # of Calls Answered in 30 Seconds or Less |
66,376 |
66,376 |
| % of Calls Answered in 30 Seconds or Less |
94% |
94% |
| Busy Rate |
1.7% |
1.7% |
*Indicates non-compliance with the Federal Communication commission Standards.
Complaint Summaries - July 2002
The operator shall monthly file with the Agency an operations report showing such information and a summary of outages. (City of Indianapolis Cable Television Ordinance Section 851-704(g) of the City Code).
| |
Via CA |
Via LTR |
BBB |
Via Att. Gen. |
Total Month |
| Rates |
2 |
0 |
0 |
0 |
2 |
| Service Interruptions |
3 |
2 |
0 |
0 |
5 |
| Billing |
6 |
0 |
0 |
0 |
6 |
| Customer Service |
1 |
0 |
0 |
0 |
1 |
| Installations |
2 |
0 |
0 |
0 |
2 |
| Telephone Service |
0 |
0 |
0 |
0 |
0 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
6 |
0 |
0 |
0 |
6 |
| Online |
0 |
5 |
0 |
0 |
5 |
| Late Fees |
1 |
1 |
0 |
0 |
2 |
| Miscellaneous |
3 |
0 |
0 |
1 |
4 |
| Total |
24 |
8 |
0 |
1 |
33 |
*From cable Customers
Service Interruption Report - July 2002
Excluding conditions beyond the control of the operator, the cable operator will begin working on "service interruptions" promptly and in no event later than 24 hours after the interruption becomes known. I Under normal operating conditions this standard will be met no less than ninety five percent of the time measured on a quarterly basis (Federal Communications Commission 76.309 (2) (ii) Cable Customer Service Obligations).
| Jul-02 |
Month |
Quarter |
| % of Service Interruptions Calls Addressed Within 24 Hours |
100% |
100% |
| # of Planned Service Interruptions |
0 |
0 |
| # of Unplanned Service Interruptions |
62 |
62 |
| Estimated # of Subscribers With Interrupted Service* |
6320 |
6320 |
| Total Service Interruption Hours |
91.68 |
91.68 |
| System Reliability % |
99.9850% |
99.9850% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - July 2002 (excludes installations and service interruptions)
The cable operator must begin actions to correct other service problems the next business day after notification of the service problem. The "appointment window" alternatives for installations, service calls, and other installation activities will either be at a specific time or, at maximum, a four-hour time block during normal business hours. Under normal business hours. Under normal operating conditions, the Standard is to be met no less than ninety five percent of the time measured on a quarterly basis (Federal Communications Commission 76.309 (2)(ii)&(iii).
| Jul-02 |
Month |
Quarter-To-Date |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
100% |
100% |
| % of Appointments Kept Outside of 4-Hour Service Window during Normal Business Hours, Unless Requested by Customer |
0% |
0% |
Installation Report - July 2002
Standard installations will be performed within seven business days after an order has been placed. "Standard" installations are those that are located up to 125 feet from
the existing distribution system. Under normal operating conditions, the Standard
will be met no less than ninety five percent of the time measured on a quarterly basis
(Federal Communications Commission/Customer Service Obligations 76.309. (2)(I).
| Jul-02 |
Month |
Quarter-To-Date |
| % Within 7 Days* |
100% |
100% |
| * or by Customer Request |
|
|
Construction Report - July 2002
| Construction Location |
Underground |
Aerial |
Dwelling |
| Canal Apartments |
0.17 |
0 |
MDU |
| 4029 Brentwood Dr |
0.02 |
0 |
SDU |
|
Dwelling Codes |
| MDU-Apts |
| SDU-Homes |
Local Community Interest Programming Report - July 2002
Local Community Interest Programming requirement is 100 hours , Section 7.03 of franchise agreements.
Measure graphically the reports with a reference line at 100 hours showing the demarcation for compliance.
Public Affairs Monthly Report
July 2002
Production:
-
We ran in-kind promotional spots for Women Health Awareness, Aids Awareness, Indiana Youth Rehabilitation, Indy Parks, Indiana Black Expo, and Indiana Hospice. The value of these in-kind spots was $59,660.
Community Affairs:
-
The Division was a sponsor of the Indiana Black Expo Corporate Luncheon. Al Aldridge, PR Director is a member of the IBE luncheon planning committee. Working with cable resources, he coordinated the Diamond Vision, video presentation used at the luncheon and served as an announcer for the festivities.
-
The Division, in conjunction with HBO and Comcast, sponsored former Heavyweight Boxing Champion George Forman at the cable booth at IBE. Mr. Forman posed for over 400 photos with visitors to the cable booth.
-
The Division also sponsored the "Star Quest Regional Talent Showcase" at IBE. The competition gives youth entertainers a chance to vie for recording contracts and talent exposure to musical producers.
-
Attended the annual meeting in Monticello, Indiana for the State Hemophilia Foundation. PR Director, Al Aldridge was re-elected to serve as the President of the Board of Directors for 2003.
-
Sponsored the Indiana Masonry Institute Community Golf Outing at Eagle Creek Golf Club. The project let cable operator members get face-to-face time with local members of the Indiana Legislature in social atmosphere. Over 16 members of the legislature participated.
-
The Public Relations Manager continues to serve the community through membership on the Indianapolis Public Schools Education Foundation (IPSEF) Board, a member of the Executive Board of 100 Black Men of Indianapolis, a member of the Indianapolis Press Club, the President of Hemophilia of Indiana, Inc., a member of the Brightwood Community Education Task Force, and a reporting member of the "To Your Health" license plate committee. |
