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October 2007 BHN Monthly Report
Bright House Report
Subscriber Totals - October 2007
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3312 |
3250 |
-62 |
| Full Cable Service* |
53,206 |
52,278 |
-928 |
| System Total |
56,518 |
55,528 |
-990 |
| Homes Passed |
159,456 |
159,445 |
-11 |
| Penetration % |
34.83% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - October 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 |
60,015 |
60,015 |
| Total Calls Handled |
59,711 |
59,711 |
| # of Calls Answered in 30 Seconds or Less |
55,562 |
55,562 |
| % of Calls Answered in 30 Seconds or Less |
93.1% |
93.1% |
| Busy Rate |
0.151% |
0.151% |
Complaint Summaries - October 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 |
1 |
|
|
|
1 |
| Service Interruptions |
2 |
|
|
|
2 |
| Billing |
4 |
|
|
|
4 |
| Customer Service |
1 |
|
|
|
1 |
| Installations |
2 |
|
|
|
2 |
| Telephone Service |
1 |
|
|
|
1 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
0 |
|
|
|
0 |
| Late Fees |
1 |
|
|
|
1 |
| Miscellaneous |
2 |
|
|
|
2 |
| Digital Voice |
0 |
|
|
|
0 |
| *Total |
14 |
0 |
0 |
0 |
14 |
| *This number represents 11 customers. |
Service Interruption Report - October 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 |
26 |
26 |
| Estimated # of Subscribers With Interrupted Service* |
5284 |
5284 |
| Total Service Interruption Hours |
52.65 |
52.65 |
| System Reliability % |
99.9569% |
99.9569% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - October 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 - October 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 - October 2007
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
Chatam Kynett Court |
0.06 |
0 |
MDU |
| |
Total |
0.01 |
0 |
|
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
PUBLIC AFFAIRS MONTHLY REPORT – October 2007
Community Affairs
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The Division was a sponsor of the CIRCLE CITY CLASSIC. This is the 23rd year that Bright House has sponsored this community event. They hosted former Heisman trophy and pro footballer, Eddie George and His wife Taj for the weekend. They anchored their float in this year’s parade.
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Bright House also sponsored the La Plaza’s annual fundraiser. LaPlaza is the umbrella Hispanic community organization. This event raises scholarship dollars for Hispanic students to attend college. This year, the organization was able to provide full scholarships to 4 Students. This was Bright House's first sponsorship with La Plaza.
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Bright House Public Affairs Director Al Aldridge was a guest speaker at the 2nd Annual IPS Alumni Hall of Fame luncheon. He also serves as the President of the IPS Education Foundation. This luncheon showcases graduates of IPS who have made successful careers. Notable inductees include; Actress Vivica A Fox, US Senator Dick Lugar, US Representative Julia Carson and Pro football player, Roosevelt Colvin.
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As a way of helping to strengthen Bright House's Video On Demand (VOD) offerings, they sponsored the 2007 Heartland Film Festival. They were a Marquee Sponsor and the Title Sponsor of the Crystal Heart Awards. This ceremony honors an independent filmmaker or a group of filmmakers for their excellence in filmmaking. As a part of this sponsorship Bright House launched the Heartland on Demand channel where we showcased 10-Heartland Award Winning films, selected shorts and some documentaries.
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The Division was one of the major sponsors of the Indianapolis Alzheimer’s Chapter 2007 Memory Walk. Their Division President Buz Nesbit and several BHN employees walked in the event and helped the organization to raise over $15,000 dollars.
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The Division was a sponsor of the Hemophilia of Indiana ’s 2007 “Mystery Bus” fundraiser. The Division’s Director of Public Affairs was the volunteer attendee for the event. The Division also donated prizes for the silent auction.
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Bright House was a sponsor of the History Channel’s “Take A Vet To School” project. They took several BHN Veterans and an employee who has a son in the military, to discuss the reasons for Veteran Day with over 150, 4 and 5 graders at Indianapolis Public School #51.
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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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