August 2004

Bright House Report

Subscriber Totals - August 2004

NOTE: Includes bulk unit equivalents.

Operator's Incoming Calls Report - August 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).

While these numbers are below the FCC standards, we believe that after the billing conversion learning curve by the employee base, these numbers should greatly improve.

Complaint Summaries - August 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).

*This represents 43 customers

Service Interruption Report - August 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).

 NOTE: * More than 2 cable off calls within a node determines a service interruption

Service Call Report - August 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).

Installation Report - August 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).

Construction Report - August 2004

Local Community Interest Programming Report - August 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.

Aug-04

* As Reported by WDNI

Jan - 153.1
Feb - 230.57
Mar - 244.22
Apr - 263.03
May - 240.77
Jun - 236.23
Jul - 237.66
Aug - 244.73

Public Affairs Monthly Report

August 2004

Production:

• The Indiana Division of Bright House Networks ran PSA's for MS Bike Tour, ACT Best of Broadway, Circle City Classic and the American Heart Association's Heart walk. The value of these in-kind spots was $18,750.

Community Affairs:

• The division awarded six Indiana charities $5,000 each at the monthly Cable Board meeting. Representatives from the six organizations, Indy Reads, MS, Alzheimer's, and St Paul Human Service of Marion were on hand for the check presentation. Amanda Stevenson, the Marketing and PR Manager of MS, spoke on behalf of the group and also presented Buz Nesbit and Al Aldridge with National Multiple Sclerosis Ribbon of Hope award.

• The division was a sponsor of the 2nd Annual Taste of Indiana event at Military Park in Downtown Indianapolis. This was our first venture with the event. We partnered with the Food Network, who helped us to give away several hundred dollars worth of premiums to attendees through random drawing.

• The division changed its 22 year-old billing system on August 23rd. This changeover date was the culmination of over eight months of planning and a lot of overtime hours of the staff in inputting customer account information into the new system. Although we tried to anticipate all of the issues, there were a few minor blips during the first week with the bulk of the problems resolved by month's end.

• The division's public affairs director was a guest speaker at the Annual Meeting of Hemophilia of Indiana. Over 250 people form Indiana were in attendance. Mr. Aldridge is a Past President of the Indiana Chapter of Hemophilia.

• The Division sent the Vice President of Engineering and six technicians to assist the cable operators in Florida in restoring over 250 miles of downed cable plant because of the hurricane.

• The division continues to volunteer within the community through memberships with the Indianapolis Public Schools Education Foundation (IPSEF), The Walker Theatre Center, 100 Black Men of Indianapolis, Indy reads, Edna Martin Christian Center and Hemophilia of Indiana.

• The continued partnership with WDNI provided the required hours of local programming as mandated by the City's franchise agreement.

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