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June 2007 BHN Report
Bright House Networks Report
June 2007
| Subscriber Totals - June 2007 |
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3272 |
3311 |
39 |
| Full Cable Service* |
55,625 |
54,432 |
-1193 |
| System Total |
58,897 |
57,743 |
-1154 |
| Homes Passed |
159,009 |
159,267 |
258 |
| Penetration% |
36.26% |
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| *NOTE: Included bulk unit equivalents. |
| Operator's Incoming Calls Report - June 2007 |
| Under normal operating conditions, telephone answer time buy 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 |
58,272 |
172,683 |
| Total Calls Handled |
58,057 |
172,089 |
# of Called Answered in
30 Seconds or Less |
55,413 |
165,004 |
% of Calls Answered in
30 Seconds or Less |
95.4% |
95.87% |
| Busy Rate |
0.068% |
0.194% |
| Complaint Summaries - June 2007 |
| 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 |
3 |
|
|
|
3 |
| Billing |
2 |
|
|
|
2 |
| Customer Service |
2 |
|
|
|
2 |
| Installations |
0 |
|
|
|
0 |
| Telephone Service |
1 |
|
|
|
1 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
1 |
|
|
|
1 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
1 |
|
|
|
1 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
0 |
|
|
|
0 |
| Digital Voice |
2 |
|
|
|
2 |
| *Total |
13 |
0 |
0 |
0 |
13 |
| *This number represents 11 customer |
| Service Interruption Report - June 2007 |
| 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. Under normal operating conditions this standard will be met no less than five percent of the time measured on a quarterly basis (Federal Communications Commission 76.309 (2) (ii) Cable Customer Service Obligations). |
| |
Month |
Quarter |
| Percent of Service Interruption Calls Addressed Within 24 Hours |
100% |
100% |
| Number of Planned Service Interruptions |
0 |
0 |
| Number of Unplanned Service Interruptions |
52 |
117 |
| Estimated Number of Subscribers With Interrupted Service* |
5901 |
10,467 |
| Total Service Interruption Hours |
81.72 |
208.05 |
| System Reliability Percent |
99.9779% |
99.9826% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption |
| Service Call Report - June 2007 |
(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 thank 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 Addresses Within
Next Business Day, unless as otherwise
directed by customer |
100% |
100% |
% of Appointments kept outside of four
hour service window during normal
business hours, unless requested by customer |
0% |
0% |
| Installation Report - June 2007 |
| 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). |
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Month |
Quarter-To-Date |
| Percent Within Seven Days* |
100% |
100% |
| *or by customer request |
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| Construction Report - June 2007 |
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Underground |
Aerial |
Dwelling |
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| Dwelling Codes |
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| MDU - Apts |
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| SDU - Homes |
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| RR - Commercial |
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Public Affairs Monthly Report - June 2007
Community Affairs
- The Division was in attendance at the Bright House Networks "Star Teacher Awards" celebration in Orlando, Florida during June. For being the Indiana Division's "Star Teacher", Bright House presented, Karl Knerr, an Indianapolis area middle school teacher with a check for $1,000, an all-expense paid trip to Orlando, a two-day educational trip to Chicago and a Crystal Star trophy from Tiffany's. Karl was selected for his innovative use of cable television programming resources to create a living history museum with groups from his 6th grade students. Karl was the first winner from the Indianapolis area since the programs inception in 2002.
- The Division was a sponsor of the 2007 Course to a Cure. This is the Hemophilia of Indiana's largest annual fundraiser. This is the Division's 10th year of sponsoring this community event.
- The Division sponsored the National Kidney Foundation of Indiana's (NKFI) Cadillac Invitational Golf Tournament. This was the first time that the Division has been a major sponsor of this event. Al Aldridge, Bright House's Director of Public Affairs is a member of the NKFI Board of Directors.
- The Division was a major sponsor of the Big Brothers Big Sisters of Central Indiana Big Bash Benefit...Magic Carpet Ride. This middle Eastern themed fundraising event raises funds to support the mission of providing mentors to area children,.. This is the third year that Bright House Networks has been a major sponsor of this event.
- The Division sponsored a 5-week Kid's Summer Camp at School 51. Bright House provided themes and volunteers for each week of the camp. The weeks were divided into; Cheerleading Camp, International Camp, Cooking Camp, Bright House Tech Camp, and Leadership Camp. This summer camp was a continuation of Bright House's After School Program with the IPS school. Over 30 kids were invited to attend camp.
- Members of the Division continue to volunteer with the Indianapolis Public Schools Education Foundation, Gideon's Gate, the Indiana Cable Telecommunications Association, the YMCA, the 100 Black Men, LEAD, Inc., the Indianapolis Chapter, the Coalition of 100 Black Women, and the Indiana Hemophilia Foundation, and IPS School 51.
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