Comcast Report
Subscriber Totals - November 2002
| |
Beginning |
Ending |
Difference |
| Limited Only |
118,947 |
119,790 |
843 |
| Other Basic Combo's |
108,888 |
109,679 |
791 |
| Bulk Equivalencies |
609 |
611 |
2 |
| Total Basic |
118,947 |
119,790 |
843 |
| Homes Passed |
217,537 |
219,725 |
2188 |
| Penetration % |
55% |
55% |
|
*Bulk and Commercial Units are included in Limited Basic and Full Cable Service totals.
Operator's Incoming Calls Report - November 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 |
56,668 |
123,279 |
| Total Calls Handled |
54,976 |
119,123 |
| # of Calls Answered in 30 Seconds or Less |
49,606 |
104,060 |
| % of Calls Answered in 30 Seconds or Less |
90.23% |
87.36% |
| Busy Rate |
0.5% |
2.0% |
Complaint Summaries - November 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 |
2 |
6 |
0 |
0 |
8 |
| Billing |
12 |
13 |
0 |
0 |
25 |
| Customer Service |
5 |
0 |
0 |
0 |
5 |
| Installations |
2 |
0 |
0 |
0 |
2 |
| Telephone Service |
1 |
0 |
0 |
0 |
1 |
| Programming |
1 |
0 |
0 |
0 |
1 |
| Bury Cable |
2 |
0 |
0 |
0 |
2 |
| Technical Service |
1 |
0 |
0 |
0 |
1 |
| Online |
3 |
3 |
1 |
0 |
7 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
7 |
5 |
0 |
1 |
13 |
| Total |
36 |
27 |
1 |
1 |
65 |
Service Interruption Report - November 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 |
7 |
0 |
| # of Unplanned Service Interruptions |
64 |
129 |
| Estimated # of Subscribers With Interrupted Service* |
12,223 |
31,693 |
| Total Service Interruption Hours |
117.63 |
239 |
| System Reliability % |
99.99% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - November 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 |
4163 |
8756 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
95.05% |
99.15% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
98.43% |
98.45% |
Installation Report - November 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* |
99.96% |
99.98% |
| * or by Customer Request |
|
|
Construction Report - November 2002
|
Construction Location |
Underground |
Aerial |
Dwelling |
| River Crossing @ Keystone Apts |
0.93 |
0.00 |
APT |
| Wildcat Run, Sec. 11 |
1.07 |
0.00 |
N/S |
| Williamsburg North Apts |
1.94 |
0.00 |
APT |
| Aston Brook Apts |
1.42 |
0.00 |
APT |
| Woodlake Apts |
1.16 |
0.00 |
APT |
| Enclave @ Moeller |
0.25 |
0.00 |
N/S |
| Manchester Village Apts |
1.69 |
0.00 |
APT |
| Carriage House West - Node 18 |
1.11 |
0.00 |
APT |
| Carriage house West - Node 44 |
1.79 |
0.00 |
APT |
| Creekwood Apts |
1.56 |
0.00 |
APT |
| Cambridge Square North Apts |
1.69 |
0.31 |
APT |
| Woods of castleton |
1.47 |
0.00 |
APT |
| Decatur Ridge, Sec. 3 |
0.90 |
0.00 |
N/S |
| Bradford Lakes |
1.65 |
0.00 |
APT |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - November 2002
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events and Sponsorships
November 2002
-
Comcast produced and aired "Election 2K2" featuring 74 candidates for political office. The 2-½ hour program ran three times on Comcast channel 18 prior to the November 5 election.
-
November 21 was Comcast Customer Appreciation Night for the Radio City Rockettes performance at the Murat Theatre. Comcast customers were given the opportunity to purchase tickets for the performance prior to the general public on-sale date.
Public Service Announcements
November 2002
-
Comcast "Election 2K2" – 297
-
Washington Township Schools "Dr. White" – 652
-
Indiana School for the Blind "CCD II" – 628
-
American Heart Association "Stroke" – 128
-
Indianapolis Animal Care & Control "Microchip Your Dog" – 102
-
Christamore House "Tree Spree" – 30
Newsmakers
-
Myles Brand #1, Indiana University – 10
-
Myles Brand #2, Indiana University – 10
-
Sally Davis, Big Brothers/Big Sisters – 10
-
Scott McCormack, Bands of America – 10
-
Pamela Altmeyer, Gleaner's Food Bank – 11
-
Terry Sweeney, Indianapolis Downtown Inc. – 11
-
Brian Payne, Central Indiana Community Foundation – 10
-
John Myrland, Indianapolis Chamber of Commerce – 10
-
Gerry Dick, Grow Indiana – 10
-
Linda Carmody, Better Business Bureau – 10
-
Todd Tobias, Indy Men's Magazine – 10
-
Gary Geipel, Hudson Institute – 10
-
Ed Treacy, Democratic Party – 21
-
Patti Poehler, Farm Bureau Insurance – 21
-
Greg Brannick, Junior Ice – 20
-
Michael Hunt, Emily Hunt Foundation – 20
-
Bob Kravitz, Indianapolis Star – 20
-
John Keeler, Republican Party – 21
-
Rozelle Boyd, City-County Councilor – 21
-
Danielle McColeman, Rockettes – 20
|
