May 2006 Bright House Report

	Beginning	Ending	Difference
Limited Basic	3138	3161	23
Full Cable Service*	59,200	58,652	-548
System Total	62,338	61,813	-525
Homes Passed	157,959	157,984	25
Penetration %	39.13%
NOTE: Includes bulk unit equivalents.

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	56,452	111,068
Total Calls Handled	56,120	101,791
# of Calls Answered in 30 Seconds or Less	51,383	101,791
% of Calls Answered in 30 Seconds or Less	91.6%	92.2%
Busy Rate	0.04%	0.20%

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				1
Service Interruptions	1				1
Billing	4				4
Customer Service	1				1
Installations	0				0
Telephone Service	1				1
Programming	2				2
Bury Cable	0				0
Technical Service	0				0
Online	1				1
Late Fees	0				0
Miscellaneous	0				0
Digital Voice	1				1
*Total	12	0	0	0	12
*This represents 11 customers

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	32	84
Estimated # of Subscribers With Interrupted Service*	5031	14,305
Total Service Interruption Hours	63.37	160.30
System Reliability %	99.9854%	99.9744%
*NOTE: More than 2 cable off calls within a node determines a service interruption**

Service Call Report - May 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).

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).

During May, we were a major sponsor of the Mini Marathon, a recurring event around the Indy 500. This event is a 13-mile race that features over 10,000 participants. Our sponsorship revolves around setting up a tent at the finish line with laptops, powered by HSD, so participants can immediately check their finish time/place. This year we decided to add another leg of marketing in the mix by installing 15-digital phones in the tent and offering free Anywhere in the US & PR phone calls. At the end of the day we had logged over 1438 calls, for 1080 minutes, which is equal to 18 hours of call time.

The Division was a sponsor of the May, "Spring Parade of Homes." The event, which encourages members of the community to take a specific neighborhood tour and see the new home growth. This year, the event is in the Martindale-Brightwood neighborhood, an area where our BHN offices are located.

The Division was a major sponsor of the Techpoint Mira Awards, a statewide awards event to recognize the contributions of technology companies. Division President Buz Nesbit was a presenter of technology awards for education. The Division was also the sponsor of the dinner reception. Joel Perry, from our Dedicated Access Unit, is a new elected member of the Board of Directors of Techpoint.

During May, the Division sponsored the VH1 - Bright House Networks Celebration Concert at the Indiana State Fairgrounds. The concert is presented by the Indiana Public Schools as a way to say 'thank you' to Bright House Networks for their involvement in sponsoring the $100,000 worth of musical instruments through the 2006 VH1 "Save the Music" grant. Over 750 kids from the 22 schools that have received "Save the Music" grants participated in the citywide concert.


	Last Updated: 7/12/2006 \| Print This Page \| Email to Friend