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June 2004
Bright House Report
Subscriber Totals - June 2004
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3535 |
3466 |
-69 |
| Full Cable Service |
61,920 |
61,396 |
-524 |
| System Total |
65,455 |
64,862 |
-593 |
| Homes Passed |
155,964 |
156,055 |
91 |
| Penetration % |
42% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - June 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 |
54,938 |
147,674 |
| Total Calls Handled |
54,675 |
147,089 |
| # of Calls Answered in 30 Seconds or Less |
50,359 |
137,099 |
| % of Calls Answered in 30 Seconds or Less |
92% |
93% |
| Busy Rate |
0.2% |
0.2% |
Complaint Summaries - June 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 |
1 |
0 |
1 |
6 |
| Billing |
3 |
0 |
1 |
1 |
5 |
| Customer Service |
4 |
0 |
0 |
0 |
4 |
| Installations |
1 |
0 |
1 |
0 |
2 |
| Telephone Service |
2 |
0 |
0 |
0 |
2 |
| Programming |
3 |
0 |
0 |
0 |
3 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
0 |
0 |
0 |
0 |
0 |
| Online |
4 |
0 |
0 |
0 |
4 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
0 |
0 |
0 |
0 |
0 |
| Total |
22 |
1 |
2 |
2 |
27 |
*This represents 16 customers
Service Interruption Report - June 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 |
59 |
112 |
| Estimated # of Subscribers With Interrupted Service* |
12,179 |
21,985 |
| Total Service Interruption Hours |
143.48 |
246.81 |
| System Reliability % |
99.9464% |
99.9713% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - June 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 - June 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 - June 2004
| |
Underground |
Aerial |
Dwelling |
| N/A |
|
|
|
|
Dwelling Codes |
| MDU - Apts |
| SDU - Homes |
Local Community Interest Programming Report - June 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.
Jun-04
* As Reported by WDNI
Jan - 153.1
Feb - 230.57
Mar - 244.22
Apr - 263.03
May - 240.77
Jun - 236.23
Public Affairs Monthly Report
June 2004
Community Affairs:
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The division sponsored an install campaign with a significant portion of the install fees being donated equally to the National Alliance for the Mentally Ill, Indianapolis Chapter; National Multiple Sclerosis Society, Indiana State Chapter; Indy Reads; Alzheimer's Association of Greater Indiana; Habitat for Humanity; and St. Paul Human Services, Inc. in Marion, Indiana. The campaign, which ran for two weeks, was featured on the Amos Brown television show. The Division was awarded a national Public Affairs award in February for the successful 2003 version of this campaign.
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The division sponsored a Tony Awards viewing party for the Children's Theatre Institute. The local community organization provides seminars and theatre training for underprivileged youth. Bright House Networks personnel provided engineering and on site technical support for the event. The event raised several thousand dollars for several Children's Theatre Institute programs.
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The division provided a foursome for a golf outing at Sahm Golf Course. The Marion County Democratic Party sponsored the day.
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Once again, the division used a unique way to show customers how much they mean to us. We hosted another unannounced Customer Appreciation Day during the month. Members of the division's executive staff and members of the Human Resources office, grilled and served over 300 hotdogs, passed out over 190 sodas, and gave away premium items to customers visiting the divisions' Indianapolis office.
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Member of or continue to volunteer with the 100 Black Men, Indianapolis chapter, the Indianapolis Public Schools Education Foundation (IPSEF), the Hispanic Center, Indy Reads, the Walker Theatre Center and the National Hemophilia Foundation's Multicultural Advisory Committee.
-
The continued partnership with WDNI provided the required hours of local programming as mandated by the City's franchise agreement.
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