Comcast Report
Subscriber Totals - January 2003
| |
Beginning |
Ending |
Variance |
| Limited Only |
8243 |
8571 |
328 |
| Other Basic Combo's |
108,835 |
108,433 |
(402) |
| Bulk Equivalencies |
3416 |
3410 |
(6) |
| Total Basic |
120,494 |
120,414 |
(80) |
| Homes Passed |
222,105 |
223,247 |
1142 |
| Penetration % |
54% |
54% |
|
Operator's Incoming Calls Report - January 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 |
64,662 |
64,662 |
| Total Calls Handled |
60,537 |
60,537 |
| # of Calls Answered in 30 Seconds or Less |
55,666 |
55,666 |
| % of Calls Answered in 30 Seconds or Less |
91.95% |
91.95% |
| Busy Rate |
2.9% |
2.9% |
Complaint Summaries - January 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 |
2 |
0 |
0 |
0 |
2 |
| Service Interruptions |
8 |
4 |
0 |
0 |
12 |
| Billing |
14 |
17 |
0 |
0 |
31 |
| Customer Service |
5 |
0 |
0 |
0 |
5 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Telephone Service |
0 |
0 |
0 |
0 |
0 |
| Programming |
0 |
2 |
0 |
0 |
2 |
| Bury Cable |
1 |
0 |
0 |
0 |
1 |
| Technical Service |
0 |
0 |
0 |
0 |
0 |
| Online |
4 |
0 |
0 |
0 |
4 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
3 |
1 |
0 |
0 |
4 |
| Total |
37 |
24 |
0 |
0 |
61 |
Service Interruption Report - January 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 |
1 |
1 |
| # of Unplanned Service Interruptions |
32 |
32 |
| Estimated # of Subscribers With Interrupted Service* |
1937 |
1937 |
| Total Service Interruption Hours |
52.47 |
52 |
| System Reliability % |
99.99% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - January 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 |
2854 |
2854 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
99.53% |
99.53% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
99.47% |
99.47% |
Installation Report - January 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 - January 2003
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Alder Grove, Sec. 1 |
1.44 |
0 |
N/S |
| Timber Ridge, Sec. 2 & 3 |
0.82 |
0 |
N/S |
| Water's Edge, Sec. 1 |
1.60 |
0 |
N/S |
| Oakland Hills @ Geist, Sec. 6 |
0.81 |
0 |
N/S |
| The Retreat Apts, Sec. 3 |
0.20 |
0 |
APT |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Events & Sponsorships
January 2003
-
Comcast presented HGTV's Susie Coehlo and The Learning Channel's Vern Yip during their appearances at the Indiana Home Show. Susie, hostess of "The Surprise Gardener," appeared Jan 25-26. Vern, one of the designer's on TLC's wildly popular series "Trading Spaces," appeared Jan. 28-29. Comcast Digital customers who brought their bill to the show were eligible to win prizes from Comcast, HGTV, and TLC.
-
Comcast supported the Indianapolis Circle City Classic's inaugural high school basketball tournament, Friday January 3 at Hinkle Fieldhouse. Proceeds from the tournament benefit Indiana Black Expo.
Public Service Announcements
January 2003
-
American Heart Association "Stroke" – 586
-
Indy Parks Foundation "Bob Kennedy" – 1,399
-
Circle City Classic "High School Basketball" – 103
Newsmakers
-
Ellen Annala, United Way – 28
-
Cindy Porteus, Indy Parks – 26
-
Jim Shella, WISH-TV – 26
-
Bob Kravitz, Indianapolis Star – 27
-
Mayor Bart Peterson #1, City of Indianapolis – 26
-
Mayor Bart Peterson #2, City of Indianapolis – 26
-
Dan Elesener, Marian College – 22
-
Brent Keller, Indiana Home Show – 27
-
Carolyn Dederer, Day Nursery – 26
-
Dan Shepley, CHIP – 26
-
Dale Ratermann, Pacers Foundation – 26
|
