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February 2008 BHN Report
Bright House Report
Subscriber Totals - February 2008
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3162 |
3169 |
7 |
| Full Cable Service* |
51,597 |
51,953 |
356 |
| System Total |
54,759 |
55,122 |
363 |
| Homes Passed |
159,119 |
159,197 |
78 |
| Penetration % |
34.63% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - February 2008
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 |
55,129 |
110,739 |
| Total Calls Handled |
54,611 |
109,784 |
| # of Calls Answered in 30 Seconds or Less |
48,942 |
99,572 |
| % of Calls Answered in 30 Seconds or Less |
89.6% |
90.70% |
| Busy Rate |
0.057% |
0.534% |
Complaint Summaries - February 2008
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 |
0 |
|
|
|
0 |
| Customer Service |
1 |
|
|
|
1 |
| 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 |
0 |
|
|
|
0 |
| Digital Cable |
1 |
|
|
|
1 |
| *Total |
5 |
0 |
0 |
0 |
5 |
| *This number represents 4 customers. |
Service Interruption Report - February 2008
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 |
42 |
| Estimated # of Subscribers With Interrupted Service* |
3727 |
6480 |
| Total Service Interruption Hours |
42.52 |
111.12 |
| System Reliability % |
99.9811% |
99.9840% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - February 2008 (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 - February 2008
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 - February 2008
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| |
Total |
0 |
0 |
0 |
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
PUBLIC AFFAIRS MONTHLY REPORT – February 2008
We sponsored the Hemophilia of Indiana, Inc. Fundraiser “Hearts for Hemophilia” during the month. This annual event garnered over $20,000- dollars for the over 900
hemophilia patients within Indiana. Our PR Dir has served on the board of directors for over 15-years.
During the month the division entered into a unique partnership with the Cystic Fibrosis Foundation Indiana Chapter to raise critically needed funds. The division
donated a substantial percentage of new and existing customers’ during the February Indianapolis Wine Opener at the Children's Museum of Indianapolis. At this Cystic
Fibrosis fundraiser, the division sponsored a booth to allow new & existing customers take advantage of the fund-raising initiative. BHN is offering the same opportunity
at future Cystic Fibrosis Foundation events throughout the remainder of the year.
The division renewed its education sponsorship with the Indy Parks Foundation to underwrite IPS School #51’s, 2008 After-School and summer BHN Media Club
programs. This is the 2nd year that BHN has taken on this benefactor role with this school.
In support of Black History Month, the Division again sponsored the African American History Challenge sponsored by the local 100 Black Men organization. Not only
are we supporting the various community school African History Clubs, but the Director of PR worked as the MC’s of the Junior Division recent Competition at Crispus
Attucks High School.
The division was a Media sponsor of the National Kidney Foundation of Indiana’s 2007 “Kidney Cars” program. The division produced a :30 second Public Service
Announcement spot (PSA) to use in recruiting vehicle donations for Kidney research. Our Director of PA serves on the National Kidney Foundation of Indiana Board of
Directors.
The Division sponsored the MTV mascot, SpongeBob at the Indianapolis Home Show. We also took photos of the children that were put on our website for download.
The two day event garnered over 120 photos.
Members of the division continue 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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