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Home > Local Government > Telecom & Video Services Agency > Reports > Operator Reports > Comcast Cablevision > 2002 > March

March 2002

Comcast Report

Subscriber Totals - March 2002

	Beginning	Ending	Difference
Limited Only	119,801	120,241	440
Other Basic Combo's	109,974	110,467	493
Bulk Equivalencies	504	500	(4)
Total Basic	119,801	120,241	440
Homes Passed	214,060	214,516	456
Penetration %	56%	56%

*Bulk and Commercial Equivalency Units are included in Limited Basic and Full Cable Service totals.

Operator's Incoming Calls Report - March 2002

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	69,441	210,635
Total Calls Handled	66,572	203,379
# of Calls Answered in 30 Seconds or Less	60,057	185,492
% of Calls Answered in 30 Seconds or Less	90.21%	91.21%
Busy Rate	0.8%	0.8%

*indicates non-compliance with the Federal Communication Commission Standards.

Complaint Summaries - March 2002

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 Att. Gen.	Total Month
Rates	0	0	0	0	0
Service Interruptions	11	5	0	0	16
Billing	17	16	1	0	34
Customer Service	5	1	0	0	6
Installations	2	0	1	0	3
Telephone Service	0	0	0	0	0
Programming	4	1	0	1	6
Bury Cable	0	0	0	0	0
Technical Service	1	0	0	0	1
Online	3	2	3	0	8
Late Fees	0	0	0	0	0
Miscellaneous	0	0	0	0	0
Total	43	25	5	1	74

Service Interruption Report - March 2002

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	1
# of Unplanned Service Interruptions	57	148
Estimated # of Subscribers With Interrupted Service*	4103	9620
Total Service Interruption Hours	128.15	322.47
System Reliability %	99.99%	99.99%

*Service Interruptions are defined as more than two outages reported in the same node.

Service Call Report - March 2002 (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
Total Service Calls Received	3761	10,168
% of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer	99.87%	99.91%
% of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer	99.69%	99.70%

Installation Report - March 2002

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%	100%
* or by Customer Request

Construction Report - March 2002

Construction Location	Underground	Aerial	Dwelling
Maple Grove Estates, Sec. 2	0.85	0	N/S
Copeland Mills Estates	1.32	0	N/S
Burton Crossing, Sec. 2	0.76	0	N/S
Ashland, Sec. 2	0.6	0	N/S
Bayberry Village, Sec. 1	1.24	0	N/S
Bayberry Village, Sec. 3	0.88	0	N/S
Orchard Valley Farms, Sec. 3	0.76	0	N/S

Dwelling Codes

APT - Apartments

NS - New Subdivision

NH - Nursing Home

CON - Condominiums

Community Report - March 2002

Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.

Events and Sponsorships

March 2002

Comcast was title sponsor of opening night at the Murat Shrine Circus at the Indiana State Fairgrounds. Proceeds benefit Shriners' Hospitals for Children.

For the fifth consecutive year, Comcast sponsored Evening in the Garden, a preview party held in conjunction with the Flower and Patio Show. This year's event raised over $40,000 for Noble of Indiana.

Comcast was the media sponsor of the MS Walk, held March 23 at the Union Federal Football Complex. The event raised over $200,000 for the Multiple Sclerosis Society.

Public Service Announcements

March 2002