Comcast Report
Subscriber Totals - July 2003
| |
Beginning |
Ending |
Variance |
| Limited Only |
8550 |
8926 |
376 |
| Other Basic Combo's |
110,044 |
109,008 |
(1036) |
| Bulk Equivalencies |
3363 |
3356 |
(7) |
| Total Basic |
121,957 |
121,290 |
(667) |
| Homes Passed |
224,741 |
225,050 |
309 |
| Penetration % |
54% |
54% |
|
Operator's Incoming Calls Report - July 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 |
51,099 |
51,099 |
| Total Calls Handled |
50,425 |
50,425 |
| # of Calls Answered in 30 Seconds or Less |
41,561 |
41,561 |
| % of Calls Answered in 30 Seconds or Less |
82.42% |
82.42% |
| Busy Rate |
2.8% |
2.8% |
Complaint Summaries - July 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 |
0 |
0 |
0 |
0 |
0 |
| Service Interruptions |
10 |
0 |
0 |
0 |
10 |
| Billing |
17 |
3 |
0 |
0 |
20 |
| Customer Service |
4 |
0 |
1 |
0 |
5 |
| Installations |
2 |
0 |
0 |
0 |
2 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
3 |
0 |
0 |
0 |
3 |
| Technical Service |
0 |
0 |
0 |
0 |
0 |
| Online |
4 |
0 |
0 |
0 |
4 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
2 |
0 |
0 |
0 |
2 |
| Total |
42 |
3 |
1 |
0 |
46 |
Service Interruption Report - July 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 |
0 |
| # of Unplanned Service Interruptions |
95 |
95 |
| Estimated # of Subscribers With Interrupted Service* |
8322 |
8322 |
| Total Service Interruption Hours |
153.45 |
153 |
| System Reliability % |
99.98% |
99.98% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - July 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 |
5415 |
5415 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
99.88% |
99.88% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
98.88% |
98.88% |
Installation Report - July 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 - July 2003
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Warren Pines, Sec. 1B |
0.70 |
0.00 |
N/S |
| Athhenneim Community |
0.40 |
0.00 |
Duplexes |
| Greythorne, Sec. 3 |
0.80 |
0.00 |
N/S |
| Copper Grove, Sec. 3 |
0.79 |
0.00 |
N/S |
| Killarney Hills, Sec. 8B |
0.24 |
0.00 |
N/S |
| The Estuary @ Preserve @ Eagle Creek, Sec. 2 |
0.74 |
0.00 |
N/S |
| Oakwood @ Preserve @ Eagle Creek, Sec. 2 |
0.75 |
0.00 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - July 2003
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events & Sponsorships
July 2003
-
Comcast once again played a major role in Indiana Black Expo, serving as a sponsor of the annual Corporate Luncheon at the RCA Dome, airing promotional spots for the event, and hosting a booth at the Expo. This year, we also sponsored an appearance by Rockmond Dunbar, star of Showtime's hit series Soul Food.
-
Animal Planet Expo's stop in Indianapolis on July 26-27 was sponsored and coordinated locally by Comcast. The event drew an estimated 15,000 people to Ft. Benjamin Harrison State Park in Lawrence, making this the largest stop thus far on the 15 city tour.
-
On July 21, Comcast hosted a group of Big Brothers/Big Sisters and their matches at the RCA Tennis Championships. Afterwards, we taped a PSA for Big Brothers/Big Sisters featuring tennis player Rajeev Ram and the kids who attended the event. The spot will air on the Comcast system throughout August.
Public Service Announcements
July 2003
Newsmakers
-
Priscilla Kamrath, Coleman Adoption Services – 24
-
Linda Carmody, Better Business Bureau – 24
-
Terry Truitt, Flagship Enterprise Center – 25
-
Ben Wilhelm, MS Society – 24
-
Pam Wilson, Covering Kids & Families – 16
-
John Clark, Hudson Institute – 28
-
Bruce Melchert, Clarian – 25
-
Dan Freas, Conner Prairie – 24
-
Phil Hinkle, State Representative – 26
-
Sandra Emmanuel, United Way Leadership Programs – 24
-
Cal Burleson, Indianapolis Indians – 8
-
Jim Shella, WISH TV – 11
-
Dr. William Nassar, Cardiologist – 9
-
Linda Carmody, Better Business Bureau – 8
-
John Clark, Hudson Institute – 9
-
Robert Ripperger, Fathers & Families – 11
-
Roger Manning, INDOT – 10
|
