Time Warner Cable Report
Subscriber Totals - March 2003
| Mar-03 |
Beginning |
Ending |
Difference |
| Limited Basic |
3909 |
3915 |
6 |
| Full Cable Service |
60,358 |
60,363 |
5 |
| System Total |
64,267 |
64,278 |
11 |
| Homes Passed |
158,036 |
158,101 |
65 |
| Penetration % |
41% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - March 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).
| Mar-03 |
Month |
Quarter-To-Date |
| Total Calls Received |
66,234 |
212,132 |
| Total Calls Handled |
65,522 |
209,942 |
| # of Calls Answered in 30 Seconds or Less |
62,024 |
199,919 |
| % of Calls Answered in 30 Seconds or Less |
95% |
95% |
| Busy Rate |
2.0% |
1.9% |
Complaint Summaries - March 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 |
1 |
1 |
0 |
0 |
2 |
| Service Interruptions |
0 |
0 |
0 |
0 |
0 |
| Billing |
4 |
0 |
1 |
1 |
6 |
| Customer Service |
0 |
1 |
0 |
0 |
1 |
| Installations |
0 |
1 |
0 |
0 |
1 |
| Telephone Service |
1 |
2 |
0 |
0 |
3 |
| Programming |
1 |
1 |
0 |
0 |
2 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
6 |
0 |
1 |
0 |
7 |
| Online |
0 |
0 |
0 |
0 |
0 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
0 |
0 |
0 |
0 |
0 |
| Total |
13 |
6 |
2 |
1 |
22 |
Service Interruption Report - March 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).
| Mar-03 |
Month |
Quarter |
| % of Service Interruptions Calls Addressed Within 24 Hours |
100% |
100% |
| # of Planned Service Interruptions |
0 |
0 |
| # of Unplanned Service Interruptions |
23 |
54 |
| Estimated # of Subscribers With Interrupted Service* |
330 |
4215 |
| Total Service Interruption Hours |
51.05 |
97.85 |
| System Reliability % |
99.9960% |
99.9946% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - March 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).
| Mar-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 - March 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).
| Mar-03 |
Month |
Quarter-To-Date |
| % Within 7 Days* |
100% |
100% |
| * or by Customer Request |
|
|
Construction Report - March 2003
| Mar-03 |
Underground |
Aerial |
Dwelling |
| 16 lots |
.04 mi. |
0 |
Monon Row Condos |
|
Dwelling Codes |
| MDU - Apts |
| SDU - Homes |
Local Community Interest Programming Report - March 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.
Mar-03
*As reported by WDNI
Public Affairs Monthly Report
March 2003
Production:
-
The Division ran in-kind promotional spots for the Phoenix Theatre, Dance Kaleidoscope, Ballet Internationale, and continued to promote the MS Society of Indiana MS Walk. The value of these in-kind spots was $34,435.
Community Affairs:
-
Time Warner held a news conference on the 14th to effect a change to the name that Advance Newhouse will be doing business in Indianapolis. Congresswoman Julia Carson and the Director of Metropolitan Development, Maury Plambeck joined Buz Nesbit and WDNI's Amos Brown for a live broadcast of the name-changing event. The name is Bright House Networks and will be effective for customers on April 1, 2003.
-
Time Warner Cable accepted the Mayor's invitation to assist the Indiana Neighborhood Housing Partnership (INHP) with a corporate sponsorship for the "2003 Home Fair" that is being held at Glendale Mall in April. The Indianapolis Division is providing a $20,000 sponsorship grant.
-
The Indianapolis Division was a major sponsor of the Multiple Sclerosis "2003 MS Walk" on the 22nd of the month. The event, a fundraiser, has people gathering pledges for distances they are able to walk. The walk was held at the Colts complex on 56th Street.
-
Several members of the Division attended the 2003 Great Lake Cable Expo during March. The 2-day event was held at the Indiana Convention Center. Two Bright House employees, Al Aldridge, Dir. of Public Affairs and Cal Blumhorst, Marion Gen. Manager, were two of the initial inductees into the Great Lakes Regional Cable Hall of Fame. Former Indianapolis Division President, Jay Satterfield was also inducted.
-
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, the Indianapolis Press Club, and membership with the Regional Planning Commission's "Moving Around Downtown" Committee.
-
The continued partnership with WDNI provided the required hours of local programming as mandated by the City's franchise agreement. |
