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December 2008 BHN Report
Bright House Report
Subscriber Totals - December 2007
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3227 |
3177 |
-50 |
| Full Cable Service* |
50,048 |
51,793 |
-255 |
| System Total |
55,275 |
54,970 |
-305 |
| Homes Passed |
159,580 |
159,129 |
-451 |
| Penetration % |
34.54% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - December 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 |
52,144 |
166,098 |
| Total Calls Handled |
51,915 |
165,297 |
| # of Calls Answered in 30 Seconds or Less |
48,697 |
154,776 |
| % of Calls Answered in 30 Seconds or Less |
93.8% |
93.67% |
| Busy Rate |
0.153% |
0.105% |
Complaint Summaries - December 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 |
0 |
|
|
|
0 |
| Installations |
1 |
|
|
|
1 |
| Telephone Service |
0 |
|
|
|
0 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
0 |
|
|
|
0 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
1 |
|
|
|
1 |
| Digital Voice |
|
|
|
|
|
| *Total |
6 |
0 |
0 |
0 |
6 |
| *This number represents 5 customers. |
Service Interruption Report - December 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 |
17 |
61 |
| Estimated # of Subscribers With Interrupted Service* |
1620 |
9295 |
| Total Service Interruption Hours |
28.30 |
128.45 |
| System Reliability % |
99.9942% |
99.9786% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - December 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 - December 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 - December 2007
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
|
0.02 |
0.03 |
MDU |
| |
Total |
0.02 |
0.03 |
|
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
PUBLIC AFFAIRS MONTHLY REPORT – December 2007
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The entire Division again held their Toys for Tots support in conjunction with the Indiana Marine Corps Detachment in Indianapolis. They were able to fill over 4 barrels with new toys for the drive. This was their 4th year to participate in this community assistance event.
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The Indianapolis Public School Education Foundation was the recipient of a $250 Bright House Networks Educational Grant during the month.
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K imy Brown, a specialist with Bright House Network's Human Resources Department was recognized as the Indiana Division’s Bright House Networks Crystal House Award Winner for 2007. This award was given because of her continuous involvement as a devoted community volunteer. She is going to Tampa, Florida in February to receive her award, which includes a $3,000 donation in her name to an Indianapolis non-profit.
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Members of the Division continue to volunteer for support of various community organizations. These include; the Indiana Cable Telecommunications Association, the YMCA, the 100 Black Men of Indianapolis, LEAD, Inc, the Coalition of 100 Black Women-Indianapolis Chapter, the Indiana Hemophilia Foundation, IPS School 51, and, the Indianapolis Public Schools Education Foundation.
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