Comcast Report
Subscriber Totals - December 2001
|
December 2001 |
Beginning |
Ending |
Difference |
|
Limited Basic |
119,513 |
120,022 |
509 |
|
Full Cable Service |
110,896 |
110,911 |
15 |
|
Commercial Customers |
509 |
504 |
(5) |
|
System Total |
119,513 |
120,022 |
509 |
|
Homes Passed |
213,110 |
213,195 |
85 |
|
Penetration% |
56% |
56% |
|
*Bulk and Commercial Equivalency Units are included in Limited Basic and Full Cable Service totals.
Operator's Incoming Calls Report - December 2001
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).
|
December 2001 |
Month |
QTR-To-Date |
|
Total Calls Received |
62,737 |
213,142 |
|
Total Calls Handled |
60,812 |
205,737 |
|
# of Calls Answered in 30 Seconds or Less |
56,192 |
187,335 |
|
% of Calls Answered in 30 Seconds or Less |
92.40% |
91.06% |
|
Busy Rate |
0.9% |
1.4% |
Normal Business Hours are 8 AM - 8 PM, Monday-Saturday.
Complaint Summaries - December 2001
The operator shall monthly file with the Agency an operations report showing such information as changes in subscriber totals, subscribers for each tier of service, a summary of complaints and a summary of outages. (City of Indianapolis Cable Television Ordinance Section 851-704(g) of the City Code).
|
December 2001 |
via CA |
via LTR |
BBB* |
via Att. Gen. |
Total Month |
|
Rates |
3 |
1 |
0 |
0 |
4 |
|
Service Interruptions |
4 |
0 |
0 |
0 |
4 |
|
Billing |
9 |
14 |
0 |
0 |
23 |
|
Customer Service |
1 |
0 |
0 |
0 |
1 |
|
Installations |
1 |
3 |
0 |
0 |
4 |
|
Telephone Service |
0 |
0 |
0 |
0 |
0 |
|
Programming |
1 |
0 |
0 |
0 |
1 |
|
Bury Cable |
3 |
0 |
0 |
0 |
3 |
|
Technical Service |
0 |
0 |
0 |
0 |
0 |
|
Online |
4 |
5 |
0 |
0 |
9 |
|
Late Fees |
1 |
0 |
0 |
0 |
1 |
|
Miscellaneous |
1 |
1 |
0 |
0 |
2 |
|
Total |
28 |
24 |
0 |
0 |
52 | | |
* BBB-Better Business Bureau/CSR*-Customer Service Representative
Service Interruption Report - December 2001
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. 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 |
4th QTR 2001 |
|
Percent of Service Interruption Calls Addressed Within 24 Hours |
100% |
100% |
|
Number of Planned Service Interruptions |
1 |
3 |
|
Number of Unplanned Service Interruptions |
53 |
118 |
|
Estimated Number of Subscribers With Interrupted Service |
3,368 |
21,190 |
|
Total Service Interruption Hours |
79.83 |
354.18 |
|
System Reliability Percent |
99.99% |
99.99% |
*Service interruptions are defined as more than two calls reported in the same node.
Service Call Report - December 2001 (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 basic (Federal Communications Obligations).
| |
Month |
4th QTR 2001 |
|
Total Service Calls Received |
3282 |
11,467 |
|
% of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
98.99% |
98.99% |
|
Percentage of Appointments Kept Outside of 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer. |
Unavailable |
Unavailable |
Installation Report - December 2001
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 |
4th QTR 2001 |
|
% Within 7 Days or by Customer Request |
98.72% |
99.57% |
Construction Report - December 2001
|
Construction Location |
Underground |
Aerial |
Dwelling |
|
Harrison Ridge, Sec. 2 |
0.49 |
|
NS |
|
Royal Oaks, Sec. 2 |
0.54 |
|
NS |
|
Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
|
