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June 2008 BHN Report
Bright House Report
Subscriber Totals - June 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 - June 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 |
42,056 |
158,701 |
| Total Calls Handled |
40,786 |
155,944 |
| # of Calls Answered in 30 Seconds or Less |
31,525 |
133,273 |
| % of Calls Answered in 30 Seconds or Less |
77.3% |
84.73% |
| Busy Rate |
0.554% |
0.626% |
Complaint Summaries - June 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 |
11 |
|
|
|
11 |
| Billing |
1 |
|
|
|
1 |
| Customer Service |
3 |
|
|
|
3 |
| Installations |
1 |
|
|
|
1 |
| Telephone Service |
2 |
|
|
|
2 |
| Programming |
0 |
|
|
|
0 |
| Bury Cable |
0 |
|
|
|
0 |
| Technical Service |
0 |
|
|
|
0 |
| Online |
4 |
|
|
|
4 |
| Late Fees |
0 |
|
|
|
0 |
| Miscellaneous |
0 |
|
|
|
0 |
| Digital Voice |
0 |
|
|
|
0 |
| Digital Cable |
2 |
|
|
|
2 |
| *Total |
25 |
0 |
0 |
0 |
25 |
| *This number represents 18 customers. |
Service Interruption Report - June 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 |
37 |
77 |
| Estimated # of Subscribers With Interrupted Service* |
3649 |
9167 |
| Total Service Interruption Hours |
76.43 |
164.20 |
| System Reliability % |
99.9877% |
99.9763% |
| NOTE: *More than 2 cable off calls within a node determines a service interruption. |
Service Call Report - June 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 - June 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 - June 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 – June 2008
Community Affairs
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The division was a sponsor of the 2008 Outrun the Sun against Melanoma. Outrun the Sun, Inc. is dedicated to building national awareness of melanoma and other skin cancers, and for educating communities about preventive measures to reduce melanoma’s incidence rate. Not only did the division make a media sponsor, but also fielded three teams in the event. This was our 3rd year of sponsorship.
-
The division was a sponsor of the National Kidney Foundation of Indiana golf fundraiser. This was the 2nd- year that we have supported this organization in raising funds for Kidney research. This event also afforded us the opportunity to pass out informational flyers on the 2009 DTV transition.
-
The division entered the Bright House Networks float in the June Indy Pride parade. The parade is a part of the 2008 Indy Pride Celebration, which recognizes the alternative lifestyle community. Several member of the division rode on the float and participated in the activities.
-
The division was a sponsor of Hemophilia of Indiana’s “Course to A Cure,” golf fundraiser. This was the 10-year that we have supported this major fundraiser for the Hemophilia organization. Al Aldridge continues to serve on the board of directors
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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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