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February 2004
Bright House Report
Subscriber Totals - February 2004
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3485 |
3526 |
41 |
| Full Cable Service |
62,030 |
62,372 |
342 |
| System Total |
65,515 |
65,898 |
383 |
| Homes Passed |
156,794 |
156,288 |
-506 |
| Penetration % |
42% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - February 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 |
44,500 |
91,617 |
| Total Calls Handled |
44,380 |
90,760 |
| # of Calls Answered in 30 Seconds or Less |
42,186 |
80,780 |
| % of Calls Answered in 30 Seconds or Less |
95% |
89% |
| Busy Rate |
0.2% |
0.5% |
Complaint Summaries - February 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 |
5 |
0 |
0 |
0 |
5 |
| Billing |
6 |
0 |
0 |
0 |
6 |
| Customer Service |
2 |
2 |
0 |
0 |
4 |
| Installations |
1 |
1 |
0 |
0 |
2 |
| Telephone Service |
6 |
0 |
0 |
0 |
6 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
0 |
2 |
0 |
0 |
2 |
| Online |
3 |
1 |
1 |
0 |
5 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
1 |
0 |
0 |
0 |
1 |
| Total |
25 |
6 |
1 |
0 |
32 |
Service Interruption Report - February 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 |
42 |
66 |
| Estimated # of Subscribers With Interrupted Service* |
8611 |
11,971 |
| Total Service Interruption Hours |
57.92 |
110.90 |
| System Reliability % |
99.9779% |
99.9814% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - February 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 - February 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 |
|
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Construction Report - February 2004
| |
Underground |
Aerial |
Dwelling |
| State Capitol Bldg. |
0.19 mi. |
|
SDU |
|
Dwelling Codes |
| MDU - Apts |
| SDU - Homes |
Local Community Interest Programming Report - February 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.
Feb-04
* As Reported by WDNI
Jan - 153.1
Feb - 230.57
Public Affairs Monthly Report
February 2004
Production:
-
The Division ran in-kind promotional spots for American Cabaret Theatre, Dance Kaleidoscope, Indianapolis Parks Dept, Black History Month "Art & Soul" spots for the Indianapolis Arts Council, and the Julian Center for Women's abuse awareness. The value of these gratis spots was $26,665.
Community Affairs:
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Bright House Networks was a major sponsor of the 2004 Indianapolis Home Show at the Indiana State Fairgrounds. The 10-day event allowed us to showcase our newest technology, HDTV programming to members of the Indianapolis community.
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Bright House Networks was selected as finalist for two national cable awards – the Beacon Awards sponsored by the Cable Television Public Affairs Association. The two selected PR campaigns were, "The Bright Community" campaign and "The Name Change" campaign, moving from TWC to Bright House Networks. The winners will be announced at the National Association Conference in Washington DC on March 23rd.
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The Division again sponsored the 9th Annual Hearts for Hemophilia Valentines fundraiser. The division donated over $2,000 to the event, which was responsible for over 31% of Hemophilia of Indiana's annual operating budget. The Division Director of Public Affairs continues on the Board of Directors as the Past President.
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The Division hosted Pack 391, Den 4 of the Cub Scouts for a tour of the Bright House Networks offices and programming headend facility.
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The Division was a sponsor of the February Business after Hours event hosted by the Greater Indianapolis Chamber of Commerce. The event, which is a major business-networking event, was held at the Castleton COSCO warehouse store.
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Members of the continues to volunteer with the Indianapolis Public Schools Education Foundation (IPSEF), the Hispanic Center, the Indianapolis Press Club, the Walker Center, the 100 Black Men Indianapolis chapter, the National Hemophilia Foundation's Multicultural Advisory Committee and Indy Reads.
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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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