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September 2007 BHN Report
Bright House Report
Subscriber Totals - September 2007
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3329 |
3312 |
-17 |
| Full Cable Service* |
53,229 |
53,206 |
-23 |
| System Total |
56,558 |
56,518 |
-40 |
| Homes Passed |
159,418 |
159,456 |
38 |
| Penetration % |
35.44% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - September 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 |
55,232 |
176,309 |
| Total Calls Handled |
54,571 |
174,678 |
| # of Calls Answered in 30 Seconds or Less |
46,808 |
155,800 |
| % of Calls Answered in 30 Seconds or Less |
85.8% |
89.20 |
| Busy Rate |
0.925% |
0.409% |
Complaint Summaries - September 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 |
6 |
|
|
|
6 |
| Billing |
4 |
|
|
|
4 |
| Customer Service |
2 |
|
|
|
2 |
| Installations |
0 |
|
|
|
0 |
| Telephone Service |
4 |
|
|
|
4 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
2 |
|
|
|
2 |
| Online |
3 |
|
|
|
3 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
0 |
|
|
|
0 |
| Digital Voice |
0 |
|
|
|
0 |
| *Total |
22 |
0 |
0 |
0 |
22 |
| *This number represents 13 customers. |
Service Interruption Report - September 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 |
86 |
| Estimated # of Subscribers With Interrupted Service* |
2086 |
10553 |
| Total Service Interruption Hours |
39.33 |
151.83 |
| System Reliability % |
99.9941% |
99.9879% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - September 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 - September 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 - September 2007
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| 1 |
403 & 409 W. 49th St |
0.01 |
0 |
SDU |
| |
Total |
0.01 |
0 |
|
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
PUBLIC AFFAIRS MONTHLY REPORT – SEPTEMBER 2007
Community Affairs
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The Division was a sponsor of the Miracle Mile Parade. This 2007 revived parade is one that was an Indianapolis staple several years ago. It passes through the Bright House service area in the southern portion of the City of Indianapolis . Not only did Bright House provide support funds, they also participated by putting their float in the parade and hosted several employees on the float.
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The Division was again the presenting Sponsor of the Circle City Classic Volunteer Brunch. This is the 6th year that they have sponsored this important event. The brunch is an annual event to help recognize the contributions of Indianapolis volunteers who make the Circle City Classic such a successful event.
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Bright House also sponsored the Annual 100 Black Men Fall fundraiser. The local 100 Black Men organization assists young men within the Indianapolis community as they pass through to adulthood.
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Several members of the Division attended The Links “BBQ and Grille” event at a BHN sponsored table. The Links event is an annual roast of local celebrities. The Links is a community organization that raises funds for community youth scholarship programs.
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The Division was a sponsor of the National Kidney Foundation of Indiana ’s 2007 “Under the Stars Gala.” The Division’s Director of PA was the volunteer Master of Ceremony for the event. The Division also donated several silent auction items for the event.
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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 Association, 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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