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May 2008 BHN Report
Bright House Report
Subscriber Totals - May 2008
| |
Beginning |
Ending |
Difference |
| Limited Basic |
3152 |
3115 |
-37 |
| Full Cable Service* |
52,859 |
52,631 |
-228 |
| System Total |
56,011 |
55,746 |
-265 |
| Homes Passed |
159,264 |
159,174 |
-90 |
| Penetration % |
35.02% |
|
|
| *NOTE: Includes bulk unit equivalents. |
Operator's Incoming Calls Report - May 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 |
60356 |
116645 |
| Total Calls Handled |
59240 |
115158 |
| # of Calls Answered in 30 Seconds or Less |
49847 |
101748 |
| % of Calls Answered in 30 Seconds or Less |
84.1% |
88.45% |
| Busy Rate |
0.772% |
0.662% |
Complaint Summaries - May 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 |
1 |
|
|
|
1 |
| Service Interruptions |
2 |
|
|
|
2 |
| Billing |
2 |
|
|
|
2 |
| Customer Service |
3 |
|
|
|
3 |
| Installations |
1 |
|
|
|
1 |
| Telephone Service |
0 |
|
|
|
0 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
1 |
|
|
|
1 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
0 |
|
|
|
0 |
| Digital Voice |
0 |
|
|
|
0 |
| Digital Cable |
0 |
|
|
|
0 |
| *Total |
10 |
0 |
0 |
0 |
10 |
| *This number represents 7 customers. |
Service Interruption Report - May 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 |
20 |
40 |
| Estimated # of Subscribers With Interrupted Service* |
1707 |
5518 |
| Total Service Interruption Hours |
43.82 |
87.77 |
| System Reliability % |
99.9882% |
99.9706% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - May 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 - May 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 - May 2008
| # |
Construction Location |
Underground |
Aerial |
Dwelling |
| |
Total |
0.0 |
|
|
|
Dwelling Codes |
| APT-Apartments |
| NS-New Subdivision |
| NH-Nursing Home |
| CON-Condominiums |
PUBLIC AFFAIRS MONTHLY REPORT – May 2008
Community Affairs
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The division was a sponsor for the annual Bright House Networks - VH1 Celebration concert at the Indiana state fairgrounds. Over 800 first and second year band and string instrument students from 40 Indianapolis Public Schools (IPS) participated in concert. Al Aldridge, BHN, served as the Master of Ceremony for the event. The concert celebrated that the company has helped the VH1 Foundation to provide almost $1-million dollars in new musical instruments to IPS since 2000.
-
The division was a sponsor of 500 Mini Marathon race results. HSD connections to laptops were placed at the finish line of the race so that race participant could get immediately race standing information. We also set up digital phones and offered free phone calls. We have provided this service for several years.
-
The Division also has a float in the Indy 500 Parade. This was the 3rd year participating in this parade.
-
The division was also a supporter of the Indiana Association of Black Journalists (IABJ) annual meeting. The event highlighted the awarding of new sponsorships to Indiana youth who are pursuing journalism careers. This is the first time that the division was a supporter of this event.
-
Al Aldridge, director of PA, was the guest speaker to the After- School club at the Wheeler-Dowe Unit of the Boys and Girls Club. His topic was centered on prepping for a career to be an author. Aldridge wrote his first novel in 2006.
-
The division was a sponsor of the IPS School #51 Summer Carnival. The division sponsored free Sno-Cones for the carnival attendees.
- Members of the Division continue to volunteer with the Indianapolis Public Schools Education Foundation, Gideon’s Gate, the Indiana Cable Telecommunications Assn., the YMCA, the 100 Black Men, LEAD, Inc, the Indianapolis chapter, the Coalition of 100 Black Women and the Indiana Hemophilia Foundation, and IPS School 51.
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