Comcast Report
Subscriber Totals - September 2002
| |
Beginning |
Ending |
Difference |
| Limited Only |
118,691 |
119,092 |
401 |
| Other Basic Combo's |
108,606 |
109,060 |
454 |
| Bulk Equivalencies |
582 |
587 |
5 |
| Total Basic |
118,691 |
119,092 |
401 |
| Homes Passed |
216,704 |
217,131 |
427 |
| Penetration % |
55% |
55% |
|
*Bulk and Commercial Equivalency Units are included in Limited Basic and Full Cable Service totals.
Operator's Incoming Calls Report - September 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 |
58,281 |
194,102 |
| Total Calls Handled |
57,050 |
188,827 |
| # of Calls Answered in 30 Seconds or Less |
51,350 |
170,284 |
| % of Calls Answered in 30 Seconds or Less |
90.01% |
90.18% |
| Busy Rate |
2.6% |
2.2% |
Complaint Summaries - September 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 |
3 |
1 |
0 |
0 |
4 |
| Service Interruptions |
10 |
3 |
0 |
0 |
13 |
| Billing |
6 |
7 |
0 |
1 |
14 |
| Customer Service |
6 |
2 |
0 |
0 |
8 |
| Installations |
1 |
4 |
0 |
0 |
5 |
| Telephone Service |
1 |
0 |
0 |
0 |
1 |
| Programming |
0 |
2 |
0 |
0 |
2 |
| Bury Cable |
4 |
0 |
0 |
0 |
4 |
| Technical Service |
1 |
0 |
0 |
0 |
1 |
| Online |
0 |
0 |
0 |
0 |
0 |
| Late Fees |
2 |
0 |
0 |
0 |
2 |
| Miscellaneous |
7 |
2 |
0 |
0 |
9 |
| Total |
41 |
21 |
0 |
1 |
63 |
Service Interruption Report - September 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 |
1 |
1 |
| # of Unplanned Service Interruptions |
91 |
373 |
| Estimated # of Subscribers With Interrupted Service* |
73,171 |
94,513 |
| Total Service Interruption Hours |
209.35 |
712.73 |
| System Reliability % |
99.91% |
99.96% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - September 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 |
4444 |
14,255 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
99.21% |
99.31% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
99.65% |
99.62% |
Installation Report - September 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 - September 2002
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Salem Creek, Sec. 4 |
0.27 |
0.00 |
N/S |
| Glen Ridge, Sec. 2 |
1.03 |
0.00 |
N/S |
| Estates of Wynbrook |
1.45 |
0.26 |
N/S |
| Autumn Glen, Phase 2 |
0.50 |
0.00 |
CON |
| Cameron Meadows, Sec. 4 |
1.05 |
0.00 |
N/S |
| Treyburn Lakes, Sec. 3 |
0.33 |
0.00 |
N/S |
| Warren Pines, Sec. 1 |
1.19 |
0.00 |
N/S |
| Wildcat Run, Sec. 16 |
0.45 |
0.00 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Events and Sponsorships
September 2002
-
Comcast and The Golf Channel partnered on September 3 to present "Drive, Chip and Putt," a golf skills competition for children aged 7-12. The event was held at The Fort Golf Course in Lawrence.
-
Comcast sponsored the Indianapolis Air Show, September 6-8 at Mt. Comfort Airport. Proceeds from the show benefit Riley Hospital for Children.
-
Comcast was a media sponsor of the Women's Conference held September 13 at the Indianapolis Convention Center. The featured speaker was Dr. Phil McGraw.
-
For the sixth consecutive year, Comcast was the presenting sponsor of Senator Dick Lugar's annual Run/Walk at Butler University. This year, we partnered with Court TV to provide digital fingerprinting services for children attending the September 14 event.
-
Comcast hosted a children's talent search for Game Show Network on September 20. Children aged 7-12 were invited to audition at Primo's Banquet Hall in Plainfield to be an "Answer Kid" on the program WinTuition, which debuts on Game Show Network this fall.
-
Comcast helped promote BET's Gospel Explosion concert, held September 28 at King's Island in Ohio.
Public Service Announcements
September 2002
-
March of Dimes "Nice Workout" – 95
-
City of Indianapolis "Jury Duty" – 95
-
Indiana Black Expo "Congratulations" – 175
-
IUPUI "Explore IUPUI" – 317
-
Ronald McDonald Charities "Ronald McDonald House" – 110
-
Indiana Down's Syndrome Society "Buddy Walk" – 168
-
American Heart Association "Number One Killer" – 259
-
Senator Dick Lugar Health Fair – 189
-
Senator Dick Lugar Run/Walk – 488
Newsmakers
- Carl Erskine, Retired Baseball Player – 21
- Ray Compton, Indianapolis Colts – 23
- Earl Goode, Indiana Sports Corp. – 21
- Dr. Sanford Pederson, University of Indianapolis – 21
- Linda Carmody #1, Better Business Bureau – 21
- Myles Brand #1, Indiana University – 21
- Myles Brand #2, Indiana University – 20
- Keith Norwalk, Crown Hill Cemetery – 23
- Louis Dezelan, Indianapolis Fire Department – 22
- Mike Alley, United Way – 24
- Lesley Lautenschlager, Ther-A-Play – 23
- Byron Nicol, Indiana Dept. of Transportation – 23
- Jim Garrard, Indianapolis Animal Control – 18
- Todd Rokita, Deputy Secretary of State – 17
- Linda Carmody #2, Better Business Bureau – 20
- Robert Enlow, Friedman Foundation for School Choice – 19
- Joy Dumandan, WISH-TV – 17
- Bill Benner, Indiana Sports Corp. – 18
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