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November 2007 BHN Report
Bright House Report
Subscriber Totals - November 2007
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3250 |
3227 |
-23 |
| Full Cable Service* |
52,278 |
52,048 |
-230 |
| System Total |
55,528 |
55,275 |
-253 |
| Homes Passed |
159,445 |
159,580 |
135 |
| Penetration % |
34.64% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - November 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 |
53,939 |
113,954 |
| Total Calls Handled |
53,671 |
113,382 |
| # of Calls Answered in 30 Seconds or Less |
50,517 |
106,079 |
| % of Calls Answered in 30 Seconds or Less |
94.1% |
93.60% |
| Busy Rate |
0.010% |
0.081% |
Complaint Summaries - November 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 |
2 |
|
|
|
2 |
| Customer Service |
2 |
|
|
|
2 |
| Installations |
1 |
|
|
|
1 |
| Telephone Service |
1 |
|
|
|
1 |
| Programming |
1 |
|
|
|
1 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
0 |
|
|
|
0 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
0 |
|
|
|
0 |
| Digital Voice |
0 |
|
|
|
0 |
| *Total |
9 |
0 |
0 |
0 |
9 |
| *This number represents 8 customers. |
Service Interruption Report - November 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 |
18 |
44 |
| Estimated # of Subscribers With Interrupted Service* |
2391 |
7675 |
| Total Service Interruption Hours |
47.50 |
100.15 |
| System Reliability % |
99.9848% |
99.9709% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - November 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 - November 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 - November 2007
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
|
0.11 |
0 |
RR |
| |
Total |
0.11 |
0 |
|
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
PUBLIC AFFAIRS MONTHLY REPORT – November 2007
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The Division was a sponsor of the UNCF Gala. This event raises funds for students to attend Historically Black Colleges and Universities. This was Bright House Networks first time sponsoring this event.
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Al Aldridge was one of the Judges at the 2007 IPS Spirit Awards at the RCA Dome. This contest is a part of the Bands of America National Marching Band Competition which is held annually in Indianapolis.
-
The Division again sponsored a float in the 2007 Veterans’ Day parade. Over 12 BHN military Vets volunteered to represent the Division in the parade. This was the second year Bright House has been a part of this celebration.
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BHN was a sponsor of the annual SADCO (Columbian Society) Hispanic Gala. Several members of the Division attended the festivities. This was their first sponsorship of this event.
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BHN also sponsored the Annual 100 Black Men November Gala. The local 100 Black Men organization assists young men within the Indianapolis community as they pass through to adulthood.
-
The Division was requested to supply a guest speaker at Guion Creek Middle School’s Veteran’s Day Celebration. AL Aldridge addressed an audience of 700 students on the importance of respect and why we observe Veterans’ Day as a national celebration.
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Al Aldridge was the recipient of the William R. McKenna Community Service Award at the “Friends of Stopover” annual dinner. Stopover is a community service organization for displaced youth. William McKenna was a benefactor to the Stopover organization.
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The Division 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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