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October 2004
Bright House Report
Subscriber Totals - October 2004
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3494 |
3538 |
44 |
| Full Cable Service |
59,316 |
58,359 |
-957 |
| System Total |
62,810 |
61,897 |
-913 |
| Homes Passed |
155,532 |
155,658 |
126 |
| Penetration % |
40% |
|
|
NOTE: Includes bulk unit equivalents.
Operator's Incoming Calls Report - October 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 |
59,231 |
59,231 |
| Total Calls Handled |
58,306 |
58,306 |
| # of Calls Answered in 30 Seconds or Less |
48,384 |
48,384 |
| % of Calls Answered in 30 Seconds or Less |
83% |
83% |
| Busy Rate |
0.0% |
0.0% |
Complaint Summaries - October 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 |
2 |
0 |
0 |
0 |
2 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Telephone Service |
1 |
0 |
0 |
0 |
1 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
1 |
0 |
0 |
0 |
1 |
| Technical Service |
4 |
0 |
0 |
0 |
4 |
| Online |
2 |
0 |
0 |
0 |
2 |
| Late Fees |
1 |
0 |
0 |
0 |
1 |
| Miscellaneous |
0 |
0 |
0 |
0 |
0 |
| Total |
25 |
0 |
0 |
1 |
26 |
*This represents 17 customers
Service Interruption Report - October 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 |
1 |
0 |
| # of Unplanned Service Interruptions |
21 |
21 |
| Estimated # of Subscribers With Interrupted Service* |
3674 |
3674 |
| Total Service Interruption Hours |
45.72 |
45.72 |
| System Reliability % |
99.9849% |
99.9849% |
NOTE: * More than 2 cable off calls within a node determines a service interruption
Service Call Report - October 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 - October 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 - October 2004
| |
Underground |
Aerial |
Dwelling |
| N/A |
|
|
|
|
Dwelling Codes |
| MDU - Apts |
| SDU - Homes |
Local Community Interest Programming Report - October 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.
Oct-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
Public Affairs Monthly Report
October 2004
Production:
-
The Indiana Division of Bright House Networks ran PSA's for The Coca Cola Circle City Classic, American Cabaret Theatre, Visiting Nurse Service, educator awards, and Salvation Army. The value of these in-kind spots was $45,120.
Community Affairs:
-
October is the time that Indianapolis celebrates education with the Coca Cola Circle City Classic. This year marks the 21st anniversary of this fall classic, and again this year, Bright House Networks was a major sponsor as Tennessee State took on South Carolina State. Not only was BHN a game sponsor, but also hosted a hospitality suite in the RCA Dome on game day. The event raises dollars for Indiana youth college scholarship.
-
Four IPS elementary schools are again in the business of teaching music to their students, thanks to Bright House Networks and VH1 Save the Music Foundation. In an October ceremony at Brookside Elementary School # 54, the division, presented four $25,000 checks to: Rousseau McClellan School # 91, Mary Nicholson School # 70, Stephen Foster School # 67, and Brookside # 54. The money was used to buy new musical instruments in order for the schools to start musical classes at the schools. These four schools make a total of 18 Indianapolis elementary schools that have been presented music grants by the foundation in the past four years.
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The division launched the 2004 United Way Campaign, with a Division goal of $13,500. The Division also agreed to provide up to $5,000 in matching grant funds for employee contributions.
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The division was one of the sponsors of the Marian College 12th annual "Opportunities for Excellence Scholarship Dinner". The dinner raises funds to assist needy students.
-
The division continues to volunteer within the community through memberships with The Walker Theatre Center, Indy Reads, the Indianapolis Public Schools Education Foundation (IPSEF), 100 Black Men of Indianapolis, Edna Martin Christian Center, and Hemophilia of Indiana.
-
The continued partnership with WDNI provided the required hours of local programming as mandated by the City's franchise agreement.
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