Comcast Report
Subscriber Totals - February 2003
| |
Beginning |
Ending |
Variance |
| Limited Only |
8571 |
8622 |
51 |
| Other Basic Combo's |
108,433 |
108,484 |
51 |
| Bulk Equivalencies |
3410 |
3414 |
4 |
| Total Basic |
120,414 |
120,520 |
106 |
| Homes Passed |
223,247 |
223,661 |
414 |
| Penetration % |
54% |
54% |
|
Operator's Incoming Calls Report - February 2003
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 |
50,429 |
115,091 |
| Total Calls Handled |
48,847 |
109,384 |
| # of Calls Answered in 30 Seconds or Less |
43,769 |
99,435 |
| % of Calls Answered in 30 Seconds or Less |
89.60% |
90.90% |
| Busy Rate |
2.2% |
2.6% |
Complaint Summaries - February 2003
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 |
5 |
0 |
0 |
0 |
5 |
| Service Interruptions |
3 |
1 |
1 |
0 |
5 |
| Billing |
8 |
3 |
4 |
0 |
15 |
| Customer Service |
4 |
0 |
1 |
0 |
5 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Telephone Service |
0 |
0 |
0 |
0 |
0 |
| Programming |
3 |
0 |
0 |
0 |
3 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
1 |
0 |
0 |
0 |
1 |
| Online |
0 |
0 |
0 |
0 |
0 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
1 |
0 |
0 |
0 |
1 |
| Total |
25 |
4 |
6 |
0 |
35 |
Service Interruption Report - February 2003
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 |
61 |
93 |
| Estimated # of Subscribers With Interrupted Service* |
3343 |
5280 |
| Total Service Interruption Hours |
130.48 |
183 |
| System Reliability % |
99.99% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - February 2003 (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 |
3683 |
6537 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
99.83% |
99.68% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
99.34% |
99.41% |
Installation Report - February 2003
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 - February 2003
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Parkside Home Condos |
0.79 |
0 |
CON |
| Bayberry Village, Sec. 2 |
0.70 |
0 |
N/S |
| Brookwood Crossing, Sec. 1 |
0.97 |
0.16 |
N/S |
| Darby Court Apts, phase 2 |
0.34 |
0 |
APT |
| Frontgate |
0.22 |
0.01 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - February 2003
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Community Events & Sponsorships
February 2003
-
Comcast sponsored "Fight Night" February 25 at the Indiana State Fairgrounds. Comcast customers who showed their bill at the box office received free admission to the boxing matches, a $12 value.
-
February 27 was Marsh/Comcast Family Night at the Murat Shrine Circus. Comcast customers who brought their bill could get their picture taken with Sponge Bob Squarepants, Nickelodeon's wildly popular cartoon character.
Public Service Announcements
February 2003
-
Indy Parks "Bob Kennedy" – 331
-
Noble of Indiana "Evening in the Garden" – 193
-
Crown Hill Cemetery "Race Through History" – 28
Newsmakers
-
Deborah Hearn Smith, Girl Scouts – 22
-
Randy Kron, Shrine Circus – 21
-
Sam Davis, Indiana Organ Procurement – 22
-
Michael Howland, Noble of Indiana – 21
-
Bettina Luescher, Hudson Institute – 21
-
Cindy Booth, Child Advocates – 22
-
Tom Harton, Indianapolis Business Journal – 22
-
Jeff Coates, Crown Hill Cemetery – 21
-
Linda Carmody, Better Business Bureau – 23
-
Martha Weaver, WRTV-6 – 22
-
Lora Johnson, Community Solutions – 21
-
Dale Raterman, Pacers Foundation – 6
-
Dan Shepley, CHIP – 5
-
Carolyn Dederer, Day Nursery – 5
-
Brent Keller, Indiana Home Show – 5
-
Mayor Bart Peterson #1, City of Indianapolis – 6
-
Mayor Bart Peterson #2, City of Indianapolis – 5
-
Bob Kravitz, Indianapolis Star – 6
-
Jim Shella, WISH-TV – 5
-
Cindy Porteus, Indy Parks – 5
-
Ellen Annala, United Way – 6
|
