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November 2004
Bright House Report
Subscriber Totals - November 2004
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3538 |
3477 |
-61 |
| Full Cable Service |
58,359 |
58,066 |
-293 |
| System Total |
61,897 |
61,543 |
-354 |
| Homes Passed |
155,658 |
155,886 |
228 |
| Penetration % |
39% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - November 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 |
54,210 |
113,441 |
| Total Calls Handled |
53,968 |
112,274 |
| # of Calls Answered in 30 Seconds or Less |
50,081 |
98,465 |
| % of Calls Answered in 30 Seconds or Less |
93% |
88% |
| Busy Rate |
0.0% |
0.0% |
Complaint Summaries - November 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 |
0 |
0 |
0 |
0 |
0 |
| Service Interruptions |
5 |
0 |
0 |
0 |
5 |
| Billing |
8 |
0 |
0 |
1 |
9 |
| Customer Service |
4 |
0 |
0 |
0 |
4 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Telephone Service |
0 |
0 |
0 |
0 |
0 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
1 |
0 |
0 |
0 |
1 |
| Online |
3 |
0 |
0 |
0 |
3 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
3 |
0 |
0 |
0 |
3 |
| Total |
24 |
0 |
0 |
1 |
25 |
*This represents 18 customers
Service Interruption Report - November 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 |
19 |
40 |
| Estimated # of Subscribers With Interrupted Service* |
3576 |
7250 |
| Total Service Interruption Hours |
25.15 |
70.87 |
| System Reliability % |
99.9919% |
99.9884% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - November 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 - November 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 - November 2004
| |
Underground |
Aerial |
Dwelling |
| N/A |
|
|
|
|
Dwelling Codes |
| MDU - Apts |
| SDU - Homes |
Local Community Interest Programming Report - November 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.
Nov-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
Public Affairs Monthly Report
November 2004
Media Awareness:
-
The Indiana Division of Bright House Networks ran spots announcements for the National Kidney Foundation of Indiana, Family Service, US Marine corps Toys for Tots PSA, Senator Lugar's Military History drive and a Marion County voter PSA. The value of these in-kind spots was $29,315.
Community Affairs:
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The division was again a major media sponsor for Family Service annual "Stand Up for Families" fundraiser at the Union Federal Colts complex. Several members of the organization attended the gala event, which raises fund for the organization's many charitable programs for Indianapolis youth. Bright House Networks provided over $8,000 in media support '
-
BHN has again connected with the area Marine Corps Reserve "Toys for Tots" program. We put a donation container in each of our customer payment centers.
-
The Division was a sponsor for the IPS education Foundation's 2004 "Food for Thought" luncheon. The event is a "Celebrity Waiter" fundraiser, which raises monies to award to IPS teachers for Reading Improvement programs.
-
The Division raised $13, 542 dollars in pledges for the United Way of Central Indiana during the 2004 drive. This represents an 11% increase over last year's campaign.
-
The Division was a sponsor of the 2nd annual 100 Black Men of Indianapolis Gala, a fundraiser for the organization's many youth programs.
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The division continues to volunteer with the Indianapolis Public Schools Education Foundation (IPSEF), the Hispanic Center, and the Indianapolis Press Club, the 100 Black men Indianapolis chapter 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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