Time Warner Cable Report
Subscriber Totals - May 2002
| May-02 |
Beginning |
Ending |
Difference |
| Limited Basic |
3691 |
3674 |
-17 |
| Full Cable Service |
64,594 |
64,361 |
-233 |
| System Total |
68,285 |
68,035 |
-250 |
| Homes Passed |
157,626 |
157,707 |
81 |
| Penetration % |
43% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - May 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).
| May-02 |
Month |
Quarter-To-Date |
| Total Calls Received |
72,048 |
139,290 |
| Total Calls Handled |
70,570 |
136,452 |
| # of Calls Answered in 30 Seconds or Less |
65,306 |
126,202 |
| % of Calls Answered in 30 Seconds or Less |
93% |
93% |
| Busy Rate |
1.7% |
1.4% |
*Indicates non-compliance with the Federal Communication Commission Standards.
Complaint Summaries - May 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 |
0 |
0 |
0 |
3 |
| Billing |
16 |
4 |
0 |
0 |
20 |
| Customer Service |
0 |
0 |
0 |
0 |
0 |
| Installations |
1 |
0 |
0 |
0 |
1 |
| Telephone Service |
0 |
0 |
0 |
0 |
0 |
| Programming |
4 |
0 |
0 |
0 |
4 |
| Bury Cable |
2 |
0 |
0 |
0 |
2 |
| Technical Service |
3 |
13 |
0 |
0 |
16 |
| Online |
2 |
1 |
0 |
0 |
3 |
| Late Fees |
1 |
2 |
0 |
0 |
3 |
| Miscellaneous |
1 |
1 |
0 |
1 |
2 |
| Total |
35 |
21 |
0 |
1 |
57 |
*From Cable Customers
Service Interruption Report - May 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).
| May-02 |
Month |
Quarter |
| % of Service Interruptions Calls Addressed Within 24 Hours |
100% |
100% |
| # of Planned Service Interruptions |
0 |
0 |
| # of Unplanned Service Interruptions |
24 |
58 |
| Estimated # of Subscribers With Interrupted Service* |
4511 |
7794 |
| Total Service Interruption Hours |
36.00 |
93.22 |
| System Reliability % |
99.9877% |
99.9884% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - May 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).
| May-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 - May 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).
| May-02 |
Month |
Quarter-To-Date |
| % Within 7 Days* |
100% |
100% |
| * or by Customer Request |
|
|
Construction Report - May 2002
| Construction Location |
Underground |
Aerial |
Dwelling |
| |
0 |
0 |
0 |
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
Local Community Interest Programming Report - May 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
May 2002
Production:
-
We ran in-kind promotional spots for the Indianapolis Opera, American Cabaret Theatre, Phoenix Theatre, Humane Society, Indy Parks, the Indianapolis Urban League, and Student Community Volunteering. The value of these in-kind spots was $48,630.
Education:
-
Set up a visit on the C-SPAN School Bus. The Bus was parked in the parking lot of the cable system, where visitors to Time Warner Cable were able to get a slice of political television production.
-
Partnered with the ICTA and sponsored the recent Indiana State PTA Annual meeting here in Indianapolis.
Community Affairs:
-
The Division co-hosted ESPN's THE TRUCK for three days during the Indianapolis 500 Celebration. THE TRUCK is a hands-on, interactive experience for the community to see the production side of ESPN.
-
The Division was a corporate sponsor at this year's Indianapolis 500 Mini-Marathon. Powered by our Road Runner high-speed online service, we provided the bandwidth to the event organizers for runners to be able to see the race results in real time. We also set up a high-speed modem kiosk for visitors to experiment with and passed out RR sun visors.
-
The Division is sponsoring the Indianapolis Public School Education Foundation's Reading Recognition Dinner, an awards ceremony for IPS elementary students who have excelled in reading achievement during the school year. The event is June 5th at the Governor's Mansion.
-
Completed the Road Runner project with the Brightwood Community Center. Eight computers are now connected to the high-speed online service and will be open for free use by members of the Brightwood Community. We are also providing access to Web Teacher, an online tutorial service from Cable in the Classroom, for use by the Community Center. There is also a series of classroom training being scheduled to teach members of the community how to use computers. The Road Runner connection is an effort by the Indianapolis Division to assist in bridging the digital divide.
-
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.
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