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December 2004
Bright House Report
Subscriber Totals - December 2004
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3477 |
3382 |
-95 |
| Full Cable Service |
58,066 |
57,742 |
-324 |
| System Total |
61,543 |
61,124 |
-419 |
| Homes Passed |
155,886 |
156,203 |
317 |
| Penetration % |
39% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - December 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 |
50,630 |
164,071 |
| Total Calls Handled |
50,516 |
162,790 |
| # of Calls Answered in 30 Seconds or Less |
48,720 |
147,185 |
| % of Calls Answered in 30 Seconds or Less |
96% |
91% |
| Busy Rate |
0.0% |
0.0% |
Complaint Summaries - December 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 |
1 |
0 |
0 |
0 |
1 |
| Service Interruptions |
4 |
0 |
0 |
0 |
4 |
| Billing |
9 |
0 |
0 |
1 |
10 |
| Customer Service |
3 |
0 |
0 |
0 |
3 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Telephone Service |
1 |
0 |
0 |
0 |
1 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
3 |
0 |
0 |
0 |
3 |
| Online |
0 |
0 |
0 |
0 |
0 |
| Late Fees |
1 |
0 |
0 |
0 |
1 |
| Miscellaneous |
0 |
0 |
0 |
0 |
0 |
| Total |
22 |
0 |
0 |
1 |
23 |
*This represents 19 customers
Service Interruption Report - December 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 |
17 |
57 |
| Estimated # of Subscribers With Interrupted Service* |
4331 |
11,581 |
| Total Service Interruption Hours |
33.45 |
104.32 |
| System Reliability % |
99.9841% |
99.9870% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - December 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% |
100% |
| % of Appointments Kept Outside of 4-Hour Service Window during Normal Business Hours, Unless Requested by Customer |
0% |
0% |
Installation Report - December 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 - December 2004
| |
Underground |
Aerial |
Dwelling |
| N/A |
|
|
|
|
Dwelling Codes |
| MDU - Apts |
| SDU - Homes |
Local Community Interest Programming Report - December 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.
Dec-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
Sep - 244.73
Oct - 230.77
Nov - 227.8
Dec - 239.39
Public Affairs Monthly Report
December 2004
Production:
-
The Indiana Division of Bright House Networks ran spots announcements for Salvation Army, Toys for Tots and the Circle City Classic Challenge of Champions. The value of these in-kind spots was $33,176.
Community Affairs:
-
The division sponsored a "Holiday Card" contest among the various schools throughout out the division. We had 3 winners – Jane Patterson, a Sophomore at Broad Ripple High School won in the High School Division level, and Samantha Burris, a 4th grader at Franton Elementary in Grant County won in the Elementary category. The Seth Spradlin, a Carmel area home schooler won at the Middle School level. Each student received a $500 dollar scholarship grant and a specially designed plaque with his or her card engraved on it. The accredited schools also received plagues of the cards to hang in their school.
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The division was a sponsor of the Marine Corps of the holiday "Toys For Tots" campaign again this year. Not only did employees donate new toys, but we also solicited members of our cable audience through a PSA, to make a donation at one of our payment centers. The efforts of the staff, management and Bright House Network customers filled over 6-barrels with toys and gifts. In fact, the Division collected enough toys that we were able to share some of them with the children's ward at a community hospital.
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The division again sponsored the 3rd Annual "Challenge of Champions" basketball tournament at the Butler University field house. The contest, an idea designed by the Circle City Classic, helps to showcase regional high school basketball, while raising additional funds for their college scholarship program.
-
The division formed an employee holiday choir this year. Fourteen employees from various departments joined the choir and helped to spread holiday cheer to several nursing homes and a couple of Indianapolis public schools.
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The Division was a major sponsor of the Salvation Army's "Radiothon". Working in conjunction with local radio station WIBC-FM, Bright House Networks helped to promote this three-day, Salvation Army December radio fundraiser.
-
The Division President and the Director of Public Affairs were guests at December gatherings of the Carmel Rotary and the Downtown Sertoma Club. They presented, The ABC's of Cable, an explanation of the acronyms associated with cable services. Over 120-members of the two organizations were in attendance for the sessions.
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Members of the division continues to volunteer with the Indianapolis Public Schools Education Foundation (IPSEF), the Walker Theatre Center, the Coalition of 100 Black Women, the 100 Black Men of Indianapolis, the Edna Martin Christian Center 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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