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January 2007 Bright House Report
Bright House Report
Subscriber Totals - January 2007
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3168 |
3178 |
10 |
| Full Cable Service* |
55,446 |
55,450 |
4 |
| System Total |
58,614 |
58,628 |
14 |
| Homes Passed |
158,434 |
158,644 |
210 |
| Penetration % |
36.96% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - January 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 |
60,810 |
60,810 |
| Total Calls Handled |
60,298 |
60,298 |
| # of Calls Answered in 30 Seconds or Less |
53,183 |
53,183 |
| % of Calls Answered in 30 Seconds or Less |
88.2% |
88.2% |
| Busy Rate |
0.084% |
0.084% |
Complaint Summaries - January 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 |
1 |
|
|
|
1 |
| Billing |
3 |
|
|
|
3 |
| Customer Service |
3 |
|
|
|
3 |
| Installations |
0 |
|
|
|
0 |
| Telephone Service |
2 |
|
|
|
2 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
2 |
|
|
|
2 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
0 |
|
|
|
0 |
| Digital Voice |
0 |
|
|
|
0 |
| *Total |
11 |
0 |
0 |
0 |
11 |
| *This number represents 7 customers. |
Service Interruption Report - January 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 |
25 |
25 |
| Estimated # of Subscribers With Interrupted Service* |
3222 |
3222 |
| Total Service Interruption Hours |
41.02 |
41.02 |
| System Reliability % |
99.9903% |
99.9903% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - January 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 - January 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 - January 2007
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
Sugar Grove |
1.89 |
3.31 |
SDU |
| 2 |
Heritage Hill |
2.45 |
0.23 |
SDU |
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
Public Affairs Monthly Report
January 2007
Community Affairs
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The Indiana State Museum was the recipient of a "Save Our History" (SOH) grant from the A&E Network. Students from an IPS school will be documenting oral histories of Indianapolis citizens. Bright House met with museum public affairs and marketing personnel during the month to develop a way that the BHN could be an active partner in this local project. The SOH project starts in February.
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The Division was a sponsor of the Sixth Annual Mayor's Celebration of Diversity Awards Luncheon. This event is a celebration of our community's rich racial, ethnic, and religious heritage and awards companies and organizations for their betterment of the workplace environment by inclusion of all people. The Division was a recipient of the award in 2004.
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The Division sponsored a spontaneous "Warm-Up with Bright House" day in their Indianapolis payment center. Anyone visiting their payment center that day were offered a cup of hot chocolate or coffee to help fight off the cold weather.
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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, the Indiana Hemophilia Foundation, and IPS School 51.
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