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August 2007 BHN Report
Bright House Report
Subscriber Totals - August 2007
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3324 |
3329 |
5 |
| Full Cable Service* |
53,815 |
53,229 |
-586 |
| System Total |
57,139 |
56,558 |
-581 |
| Homes Passed |
159,267 |
159,418 |
151 |
| Penetration % |
35.48% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - August 2007
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 |
64,389 |
121,077 |
| Total Calls Handled |
63,717 |
120,107 |
| # of Calls Answered in 30 Seconds or Less |
56,270 |
108,992 |
| % of Calls Answered in 30 Seconds or Less |
88.3% |
90.90% |
| Busy Rate |
0.295% |
0.151% |
Complaint Summaries - August 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 Atty Gen. |
Total Month |
| Rates |
0 |
|
|
|
0 |
| Service Interruptions |
2 |
|
|
|
2 |
| Billing |
5 |
|
|
|
5 |
| Customer Service |
2 |
|
|
|
2 |
| Installations |
0 |
|
|
|
0 |
| Telephone Service |
0 |
|
|
|
0 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
0 |
|
|
|
0 |
| Late Fees |
1 |
|
|
|
1 |
| Miscellaneous |
1 |
|
|
|
1 |
| Digital Voice |
0 |
|
|
|
0 |
| *Total |
11 |
0 |
0 |
0 |
11 |
| *This number represents 9 customers. |
Service Interruption Report - August 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. 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 |
37 |
61 |
| Estimated # of Subscribers With Interrupted Service* |
4142 |
8467 |
| Total Service Interruption Hours |
71.70 |
112.50 |
| System Reliability % |
99.9824% |
99.9849% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - August 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 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 - August 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).
| |
Month |
Quarter-To-Date |
| % Within 7 Days* |
100.00% |
100.00% |
| *or by customer request |
|
|
Construction Report - August 2007
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
Minkis Condos |
0.01 |
0 |
MDU |
| |
Total |
0.01 |
0 |
|
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
PUBLIC AFFAIRS MONTHLY REPORT – AUG 2007
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The Division was the recipient of a special recognition from the Mayor’s office for our support of Net Literacy. Net literacy is a youth run non-profit, that uses youth volunteer to teach computer literacy and Internet safety. They also work with computer repurposing agencies to get computers for special programs. The Mayor proclaimed that the 20th of August 2007, as Bright House Networks and Techpoint Foundation Day in the City of Indianapolis . The proclamation was presented at a ceremony in an IPS School , whereas Net Literacy provided over 200 computers for a school lab and for a take home program for the students.
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Bright House wanted the Cable Franchise Board to know that their Operation Bright Eyes project that they notified the Board about a few months ago has started to show some results. Bright House technicians have alerted emergency personnel on three occasions since they launched:
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An Installer had a person approach his van and stated someone was breaking into their home. He called 911 and let the person stay at his van until police arrived
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A Service Tech was asked by a person if he would report a suspicious group of kids on his street to police because he didn’t have a phone.
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A Service Tech called in a medical emergency for a person.
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The Division, in sponsorship with the Indiana Cable Telecommunications Association (ICTA) and the Indiana Bar Foundation (IBF) sponsored a visit of the CSPAN Campaign 2008 Bus at the Indiana Government Center . The visit was to help announce a new program of the IBF’s Summit on Civic Engagement. Dr Sue Ellen Reed, Superintendent of Public Instruction was also on hand to assist with the launch of the announcement of the summit.
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The division also sponsored a visit of the CSPAN Campaign 2008 Bus to the IPS Back to School Carnival at School 110. The event is a way to promote parental involvement with education. The CSPAN crew provided guided tours of the 45-foot bus, which is a mobile, multimedia demonstration center and TV Studio that is funded by the cable television industry. This was the 3rd year that the Division has been a sponsor of this event.
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The Division was a supporter of the unveiling of the 4th edition of Who’s Who in Black Indianapolis . Al Aldridge, the Division Public Affairs Director, was included in the 3rd edition in 2006.
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Bright House continues to support various community organizations with volunteers such as, the Indianapolis Public Schools Education Foundation, Gideon’s Gate, the Indiana Cable Telecommunications Assn., the YMCA, the 100 Black Men of Indianapolis, LEAD, Inc, the Coalition of 100 Black Women, Indianapolis Chapter and the Indiana Hemophilia Foundation, and IPS School 51.
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