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April 2004
Bright House Report
Subscriber Totals - April 2004
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3506 |
3510 |
4 |
| Full Cable Service |
62,650 |
62,765 |
115 |
| System Total |
66,156 |
66,275 |
119 |
| Homes Passed |
156,369 |
156,166 |
-203 |
| Penetration % |
42% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - April 2004
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).
| |
Month |
Quarter-To-Date |
| Total Calls Received |
46,641 |
46,641 |
| Total Calls Handled |
46,529 |
44,423 |
| # of Calls Answered in 30 Seconds or Less |
44,423 |
96% |
| % of Calls Answered in 30 Seconds or Less |
96% |
0.3% |
| Busy Rate |
0.3% |
|
Complaint Summaries - April 2004
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 |
0 |
1 |
0 |
0 |
1 |
| Billing |
3 |
0 |
0 |
1 |
4 |
| Customer Service |
3 |
0 |
0 |
0 |
3 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Telephone Service |
3 |
1 |
0 |
0 |
4 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
2 |
1 |
0 |
0 |
3 |
| Technical Service |
0 |
2 |
0 |
0 |
2 |
| Online |
1 |
0 |
0 |
0 |
1 |
| Late Fees |
1 |
0 |
0 |
0 |
1 |
| Miscellaneous |
1 |
0 |
0 |
0 |
1 |
| Total |
14 |
5 |
0 |
1 |
20 |
Service Interruption Report - April 2004
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).
| |
Month |
Quarter |
| % of Service Interruptions Calls Addressed Within 24 Hours |
100% |
100% |
| # of Planned Service Interruptions |
0 |
0 |
| # of Unplanned Service Interruptions |
35 |
35 |
| Estimated # of Subscribers With Interrupted Service* |
7100 |
7100 |
| Total Service Interruption Hours |
72.63 |
72.63 |
| System Reliability % |
99.9748% |
99.9748% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - April 2004 (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).
| |
Month |
Quarter-To-Date |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
|
100% |
| % of Appointments Kept Outside of 4-Hour Service Window during Normal Business Hours, Unless Requested by Customer |
0% |
0% |
Installation Report - April 2004
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).
| |
Month |
Quarter-To-Date |
| % Within 7 Days* |
100% |
100% |
| * or by Customer Request |
|
|
Construction Report - April 2004
| Underground |
Aerial |
Dwelling |
| |
|
|
|
Dwelling Codes |
| MDU - Apts |
| SDU - Homes |
Local Community Interest Programming Report - April 2004
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.
Apr-04
* As Reported by WDNI
Jan - 153.1
Feb - 230.57
Mar - 244.22
Apr - 263.03
Public Affairs Monthly Report
April 2004
Production:
-
The Division ran in-kind promotional spots for Dance Kaleidoscope, Peoples burn Foundation, Church Federation of Indianapolis, Marion County Drug Prevention PSA, and the Homeward Bound 5K Walk PSA. The value of these gratis spots was $30,856.
Community Affairs:
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The division sponsored two concerts with IPS to celebrate and to showcase the partnership of Bright house Networks, VH1's "Save the Music Foundation" and the 14-schools that have been recipients of grants to reestablished music programs in some IPS elementary schools.
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The Division attended the annual meeting of Indiana Black Expo at the Indianapolis Museum of Art. The division has been a staunch supporter of IBE's, "Summer Celebration" since 1983, when the division established and sponsored the organization's Youth Telecommunications Workshop.
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Bright House Networks celebrated our first year in business within Central Indiana, with our first 2004 Customer Appreciation Day (CAD). Each of our payment centers treated Bright House Network customers to free popcorn.
-
Members of the division attended the Annual meeting of the Greater Indianapolis Chamber of Commerce at the Indiana Roof Ballroom. The meeting highlighted the significant accomplishments of the chamber over the past year.
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Bright House Networks attended the annual meeting of the Indy Partnership. The partnership helps in the growth of the Indianapolis Business community. The division has maintained a membership with this group for over four years.
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The division was a corporate sponsor of the Homeward Bound 5K Walk To Fight Homelessness. The walk was held at University Park. The walk-a-thon raises monies to assist various organizations that deal with family homelessness throughout Central Indiana
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Members of the continues to volunteer with the Indianapolis Public Schools Education Foundation (IPSEF), the Hispanic Center, Indy Reads, the Walker Center, the 100 Black Men Indianapolis chapter, and the National Hemophilia Foundation's Multicultural Advisory Committee.
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The continued partnership with WDNI provided the required hours of local programming as mandated by the City's franchise agreement.
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