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November 2006 Bright House Report
Bright House Report
Subscriber Totals - November 2006
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3274 |
3343 |
69 |
| Full Cable Service* |
55,711 |
55,569 |
-142 |
| System Total |
58,985 |
58,912 |
-73 |
| Homes Passed |
158,207 |
158,320 |
113 |
| Penetration % |
37.21% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - November 2006
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 |
58,117 |
120,025 |
| Total Calls Handled |
57,840 |
119,356 |
| # of Calls Answered in 30 Seconds or Less |
52,925 |
108,384 |
| % of Calls Answered in 30 Seconds or Less |
91.5% |
90.9% |
| Busy Rate |
0.003% |
0.076% |
Complaint Summaries - November 2006
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 Atty Gen. |
Total Month |
| Rates |
1 |
|
|
|
1 |
| Service Interruptions |
1 |
|
|
|
1 |
| Billing |
1 |
|
|
|
1 |
| Customer Service |
2 |
|
|
|
2 |
| Installations |
0 |
|
|
|
0 |
| Telephone Service |
1 |
|
|
|
1 |
| Programming |
1 |
|
|
|
1 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
1 |
|
|
|
1 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
1 |
|
|
|
1 |
| Digital Voice |
1 |
|
|
|
1 |
| *Total |
10 |
0 |
0 |
0 |
10 |
| *This number represents 7 customers. |
Service Interruption Report - November 2006
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 |
24 |
54 |
| Estimated # of Subscribers With Interrupted Service* |
4738 |
11,274 |
| Total Service Interruption Hours |
42.02 |
134.82 |
| System Reliability % |
99.9857% |
99.9791% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - November 2006 (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 Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
0% |
0% |
Installation Report - November 2006
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* |
100.00% |
100.00% |
| *or by customer request |
|
|
Construction Report - November 2006
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
Desota Townhomes |
0.29 |
0.02 |
MDU |
| 2 |
Habitat for Humanity House |
0.08 |
0 |
SDU |
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
Local Community Interest Report - November 2006
Local Community Interest Programming requirement is 100 hours , Section 7.03 of franchise agreements.
Public Affairs Monthly Report
Community Affairs
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The Division collaborated with Bill Payment Express (BPE), a local minority business, to open up more payment options for their customers. This partnership lets their customers make payments at BPE Kiosks in 6 Kroger Super Grocery Stores within their Indianapolis franchise area.
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The Division now has one of the largest logo brands in Conseco Fieldhouse, home of the Indiana Pacers. “The Legends Sponsored by Bright House Networks” is a 600-plus limited – membership area that offers the best broadband technology available, including wireless internet services throughout the Legends area and its conference rooms, digital cable including high-definition TV and digital phone service.
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The Division sponsored a float in the 2006 Veterans Day Parade. 11-BHN Vets participated in the parade.
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The Division sponsored the 4th annual Bright House Networks Holiday Card Contest among all of the schools in their franchise areas. There were three winners: Elementary - Kyle Moore, Frances Slocum Elementary, Marion, IN, Middle School - Scott Heffern, Carmel MS, and High School - Ashley Chew, Broad Ripple HS. Each winner received a plaque with their winning design on it, a package of 25 holiday cards with their design to use for sending out to family and friends, and an education scholarship for $500.
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The Division held its 2006/2007 Annual United Way Campaign during November. Through their efforts, they raised $11,410, which was 95% of their Division goal.
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Members of the Division continue to volunteer with the Indianapolis Public Schools Education Foundation, ICTA, the YMCA, the Walker Center, the 100 Black Men Indianapolis Chapter, and the Indiana Hemophilia Foundation.
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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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