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June 2003
Bright House Report
Subscriber Totals - June 2003
| Jun-03 |
Beginning |
Ending |
Difference |
| Limited Basic |
3920 |
3720 |
-200 |
| Full Cable Service |
59,502 |
58,923 |
-579 |
| System Total |
63,422 |
62,643 |
-779 |
| Homes Passed |
157,945 |
157,965 |
20 |
| Penetration % |
40% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - June 2003
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).
| Jun-03 |
Month |
Quarter-To-Date |
| Total Calls Received |
61,369 |
194,510 |
| Total Calls Handled |
60,502 |
191,147 |
| # of Calls Answered in 30 Seconds or Less |
57,296 |
178,139 |
| % of Calls Answered in 30 Seconds or Less |
95% |
93% |
| Busy Rate |
1.7% |
2.4% |
Complaint Summaries - June 2003
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 |
0 |
0 |
0 |
0 |
0 |
| Service Interruptions |
13 |
2 |
0 |
0 |
15 |
| Billing |
12 |
2 |
1 |
1 |
16 |
| Customer Service |
0 |
2 |
0 |
0 |
2 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Telephone Service |
6 |
1 |
0 |
0 |
7 |
| Programming |
0 |
1 |
0 |
0 |
1 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
0 |
1 |
0 |
0 |
1 |
| Online |
3 |
3 |
0 |
0 |
6 |
| Late Fees |
2 |
0 |
0 |
0 |
2 |
| Miscellaneous |
3 |
0 |
0 |
0 |
3 |
| Total |
39 |
12 |
1 |
1 |
53 |
Service Interruption Report - June 2003
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).
| Jun-03 |
Month |
Quarter |
| % of Service Interruptions Calls Addressed Within 24 Hours |
100% |
100% |
| # of Planned Service Interruptions |
0 |
0 |
| # of Unplanned Service Interruptions |
33 |
92 |
| Estimated # of Subscribers With Interrupted Service* |
5824.48 |
16198.75 |
| Total Service Interruption Hours |
44.53 |
127.98 |
| System Reliability % |
99.9891% |
99.9892% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - June 2003 (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).
| Jun-03 |
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 - June 2003
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).
| Jun-03 |
Month |
Quarter-To-Date |
| % Within 7 Days* |
100% |
100% |
| * or by Customer Request |
|
|
Construction Report - June 2003
| Underground |
Aerial |
Dwelling |
| 0 |
0 |
|
|
Dwelling Codes |
| MDU - Apts |
| SDU - Homes |
Local Community Interest Programming Report - June 2003
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.
Jun-03
*As reported by WDNI
Jan - 104
Feb - 176.1
Mar - 179.7
Apr - 166.52
May - 176.06
Jun - 181.16
Public Affairs Monthly Report
June 2003
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The Indiana Division of Bright House Networks ran PSA's for Indiana Black Expo's Family Fun Fest, Blindness Association's "Beautiful Eyes Contest" and VH1 "Save the Music" instrument drive. The value of these in-kind spots was $24,750.
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Bright House Networks sponsored a VH1, save the Music Foundation instrument drive during the month of June. The drive, in association with Paige's Music, collects band and orchestra instruments for refurbishment. The drive collected several violins, some guitars and a clarinet. The drive also was a way to promote the fact that the Division will again this year sponsor a $100,000 donation of musical instruments to several public schools.
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The Division met with Hemophilia of Indiana, the Alzheimer's Association, Indy Reads, March of Dimes, and Multiple Sclerosis Society of Indiana to discuss a proposal for a July install campaign to financially assist the 5 charities. The Division will produce and run a PSA for each charity during the campaign. We anticipate the campaign's value to be in excess of $75,000.
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The Director of Public Affairs appeared on the Amos Brown show during the month. He discussed the VH1 Save the Music Foundation instrument drive.
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Several members of the Indiana Division attended the Regional meeting of the Cable Television Association of Marketing (CTAM), Great Lakes Chapter held in Indianapolis. This quarter's meeting was a discussion for the continued improvement of local cable Customer Service.
-
Several Bright House Network members attended the Annual meeting of the Indiana Cable Telecommunications Association meeting. Buz Nesbit completed his term as Association President and was elected as the Treasure for 2003/2004.
-
Al Aldridge, the Director of Public Affairs is again serving as a member of the Indiana Black Expo Corporate Luncheon committee for the past 10 years.
-
The Division Director of Public Affairs continues to volunteer within the community through board memberships with the Indianapolis Public Schools Education Foundation (IPSEF), the Hispanic Center, 100 Black Men of Indianapolis, and the Indianapolis Press Club.
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