January 2004

Bright House Report

Subscriber Totals - January 2004

NOTE: Includes bulk unit equivalents.

Operator's Incoming Calls Report - January 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).

Complaint Summaries - January 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).

Service Interruption Report - January 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 - January 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 - January 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 - January 2004

*(Combined underground & aerial)

Local Community Interest Programming Report - January 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.

Jan-04

*As reported by WDNI

Jan - 153.1

Public Affairs Monthly Report

January 2004

Production:

• The Indiana Division of Bright House Networks ran spots announcements for the American Cabaret Theatre, Eagle Creek Park, The Circle City Classic Challenge and The Indianapolis Home Show.  The value of these in-kind spots was $29,776.

Community Affairs:

• The Indiana Division was the proud recipient of the Mayor's Diversity Award for its "Workforce Diversity."  For the past several years the division has launched special programs to ensure that we are interviewing diverse candidates for all employee position in the company.  We have also instituted several internal initiatives to ensure that our workforce is cognizant of the changing demographics of our customer base.  This was the 3rd year for the Mayor's recognition program, and the first year BHN was nominated.  The division was selected for the "Workforce Diversity" award from a group of 28 candidates.

• The division was a sponsor of the Circle City Classic challenge of Champions event at Butler University's Hinkle field house.  The event, a high school basketball tournament that pits the best high school basketball teams in the region, is a well-attended event.  This year there were teams from Indiana, Kentucky, Illinois, and Michigan.  The event raises funds for the Circle City Classic college scholarship fund.

• The division was a sponsor of the Mental Health Association of Marion County's INTRO 2004.  Being the Indiana State Capitol, the Mayor of Indianapolis hosts a reception each year to welcome the members of the Indiana legislature to the new session.  This year, guests were treated to a special Indy political-media version of the "Odd Newlywed Game" with Bob Eubanks.

• Our Director of Public Relations was asked to MC/host a special event program at the Madame Walker Theatre Center in celebration of the Dr. Martin Luther King Holiday.

• Members of the division continue 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.

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

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