Comcast Report
Subscriber Totals - May 2002
| |
Beginning |
Ending |
Difference |
| Limited Only |
120,443 |
120,315 |
(128) |
| Other Basic Combo's |
110,937 |
110,693 |
(244) |
| Bulk Equivalencies |
491 |
491 |
- |
| Total Basic |
120,443 |
120,315 |
(128) |
| Homes Passed |
215,195 |
215,381 |
186 |
| Penetration % |
56% |
56% |
|
*Bulk and Commercial Equivalency Units are included in Limited Basic and Full Cable Service totals.
Operator's Incoming Calls Report - May 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 |
66,976 |
126,001 |
| Total Calls Handled |
65,276 |
122,409 |
| # of Calls Answered in 30 Seconds or Less |
59,354 |
110,830 |
| % of Calls Answered in 30 Seconds or Less |
90.93% |
90.54% |
| Busy Rate |
3.9% |
3.1% |
*indicates non-compliance with the Federal Communication Commission Standards.
Complaint Summaries - May 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 |
24 |
0 |
0 |
0 |
24 |
| Service Interruptions |
10 |
2 |
0 |
1 |
13 |
| Billing |
16 |
14 |
2 |
2 |
34 |
| Customer Service |
2 |
0 |
0 |
0 |
2 |
| Installations |
3 |
1 |
1 |
0 |
5 |
| Telephone Service |
14 |
0 |
0 |
0 |
14 |
| Programming |
1 |
4 |
0 |
0 |
5 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
1 |
0 |
0 |
0 |
1 |
| Online |
3 |
4 |
0 |
0 |
7 |
| Late Fees |
0 |
1 |
0 |
0 |
1 |
| Miscellaneous |
8 |
2 |
0 |
0 |
10 |
| Total |
82 |
28 |
3 |
3 |
116 |
Service Interruption Report - May 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 |
2 |
4 |
| # of Unplanned Service Interruptions |
85 |
146 |
| Estimated # of Subscribers With Interrupted Service* |
5370 |
8547 |
| Total Service Interruption Hours |
177.22 |
308.27 |
| System Reliability % |
99.98% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - May 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 |
3970 |
8263 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
99.92% |
99.86% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
99.84% |
99.79% |
Installation Report - May 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 - May 2002
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Robey Meadows |
0.66 |
0 |
N/S |
| River Run, Sec. 7 |
0.95 |
0 |
N/S |
| Winslow Crossing, Phase 1 |
0.41 |
0 |
CON |
| River Run, Sec. 8 |
0.86 |
0.01 |
N/S |
| Arbors on Bluff |
0.40 |
0 |
N/S |
| Valley Ridge @ Heartland Crossing, 4 |
0.84 |
0 |
N/S |
| Cumberland Lakes, Sec. 4 |
0.58 |
0 |
N/S |
| Moeller Estates, Sec. 4 |
0.69 |
0 |
N/S |
| Raymond Parks, Sec. 2 |
0.66 |
0 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - May 2002
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Community Events and Sponsorships
May 2002
-
Comcast hosted the C-SPAN Bus visits to Stony Brook and Creston Middle Schools in Warren Township on May 14. About 100 students at each school visited the bus and learned how C-SPN covers proceedings of the federal government.
-
Comcast was the title sponsor of the inaugural Women's Legacy Luncheon, benefiting the American Heart Association. The luncheon, held May 9, included a lecture informing women about the high risk of heart disease and stoke.
-
May 23 was Comcast Customer Appreciation Night at Victory Field. Comcast customers received 2-for-1 admission to the Indians game.
-
The ESPN Truck visited the Indy 500 May 24-26. Visitors received free souvenirs from ESPN, including videotapes and magazines. IU basketball player Dane Fife signed autographs on behalf of Comcast on Saturday afternoon.
Public Service Announcements
May 2002
-
Gennesaret Free Clinic "Orentlicher" – 207
-
Indianapolis Animal Control "Adopt A Pet" – 330
-
Prevent Blindness Indiana "Most Beautiful Eyes" – 319
-
Indy Parks "Building Parks for Life" – 320
-
Indianapolis Animal Control "Animals At Large" – 62
-
American Legion "Blue Star Service Banner" – 157
-
Russian Festival "Tickets" – 20
Newsmakers
-
Wes Dearbaugh, 500 Festival – 7
-
Lt. Col. Ivan Denton, Indiana National Guard – 6
-
Cheryl Adams, WXIN TV – 6
-
Caress Garten, Citizen – 8
-
Fred Nation, Indianapolis Motor Speedway – 8
-
Susan Williams, State Museum – 6
-
James May, State Museum – 9
-
Bob Bedell, Indiana Convention & Visitors Assn. – 9
-
Douglas Noble, City Market – 3
-
Bob Kingston, State Museum – 8
-
Bill Brown, Ratio Architects – 9
-
Jo Ellen Myers-Sharp, Plant-A-Row For the Hungry – 10
-
Brian Bosma, State Representative – 9
-
Ed Mahern, State Representative – 8
-
Dr. Sheila Gamache, Indiana Heart Associates – 10
-
Cal Burleson, Indianapolis Indians – 10
-
Tim Arndt, March of Dimes – 10
-
Sharon Alseth, WIBC AM – 8
-
Dr. Virginia Caine, Race for the Cure – 7
-
Jim Atterholt, State Representative – 10
-
Jim Wade, Indy Parks – 9
-
Marilyn Moores, Citizen – 7
-
J.T. Worthington, Multiple Sclerosis Society – 7
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