Comcast Report
Subscriber Totals - November 2003
| |
Beginning |
Ending |
Variance |
| Limited Only |
9230 |
9813 |
583 |
| Other Basic Combo's |
111,540 |
111,666 |
126 |
| Bulk Equivalencies |
3384 |
3362 |
(22) |
| Total Basic |
124,154 |
124,841 |
687 |
| Homes Passed |
231,141 |
231,484 |
343 |
| Penetration % |
54% |
54% |
|
Operator's Incoming Calls Report - November 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 |
60,437 |
129,153 |
| Total Calls Handled |
57,562 |
122,209 |
| # of Calls Answered in 30 Seconds or Less |
52,580 |
110,788 |
| % of Calls Answered in 30 Seconds or Less |
91.34% |
90.65% |
| Busy Rate |
0.7% |
2.4% |
Complaint Summaries - November 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 |
1 |
0 |
0 |
0 |
1 |
| Service Interruptions |
14 |
0 |
0 |
0 |
14 |
| Billing |
18 |
3 |
1 |
0 |
22 |
| Customer Service |
9 |
0 |
0 |
0 |
9 |
| Installations |
1 |
0 |
0 |
0 |
1 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
0 |
0 |
0 |
0 |
0 |
| Online |
3 |
0 |
0 |
0 |
3 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
0 |
0 |
0 |
0 |
0 |
| Total |
46 |
3 |
1 |
0 |
50 |
Service Interruption Report - November 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 |
2 |
2 |
| # of Unplanned Service Interruptions |
49 |
105 |
| Estimated # of Subscribers With Interrupted Service* |
33,794 |
37,952 |
| Total Service Interruption Hours |
81.94 |
166.16 |
| System Reliability % |
99.97% |
99.98% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - November 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 |
3860 |
7755 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
99.45% |
99.37% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
98.45% |
98.37% |
Installation Report - November 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 - November 2003
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Oakland Hills @ Geist, Sec. 7 |
0.62 |
0.00 |
N/S |
| Southport Trace |
0.50 |
0.01 |
N/S |
| Grey Fox Commons, Sec. 1 |
0.61 |
0.00 |
N/S |
| Thoroughbred Farms |
0.13 |
0.06 |
N/S |
| Bayview Club Apts - Phase 2 Release |
0.18 |
0.00 |
APT |
| Villages of Cobblestone, Sec. 4B |
0.41 |
0.00 |
N/S |
| Dakota Ridge Apts - Phase 1 Release |
0.67 |
0.08 |
APT |
| Wildcat Run, Sec. 12 |
1.17 |
0.00 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - November 2003
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Community Events and Sponsorships
November 2003
-
On November 6, Comcasters Rusty Robertson and Mark Apple taped a segment at the WRTV-6 studios in conjunction with the station's annual Toy Drive. Comcast donated approximately $300 worth of toys, to be donated to the city's less fortunate at Christmas. The segment aired December 1 during the 6 p.m. newscast.
-
Comcast sponsored a Farewell Reception for outgoing City-County Councilors. The event was held November 13 at the Convention Center.
Public Service Announcements
-
Marion County Health Department "His Story" – 327
-
Riley Children's Hospital "Jeff Gordan" – 321
-
Hoosier Lottery "Perspective" – 301
-
Visiting Nurse Service "Cubicle" – 101
-
Bravo "On With The Show" – 612
-
Gleaners Food Bank "Comcast Cares Day" – 864
-
Election 2003 Candidate Program – 427
Newsmakers
-
Steven Ivy, Spirit & Place Seminars – 27
-
Jim Garvin, American College of Sports Medicine – 29
-
Michael Hunt, Emily Hunt Foundation - 28
-
John Clark, Hudson Institute – 28
-
Linda Carmody, Better Business Bureau – 27
-
Jane Rulon, Indiana Film Commission – 29
-
Veronica Martin, Humana – 30
-
Joanne Joyce, Indianapolis Private Industry Council – 29
-
Bill Benner, Indiana Sports Corp. – 28
-
Rusty Robertson, Comcast – 46
-
Tim Hollingsworth, Grimmer Industries – 27
-
Jeannie Keating, Visiting Nurse Service – 6
-
Joellyn Ferraro, Riley Children's Foundation – 5
-
Maribeth Smith, United Way – 5
-
Dennis Ryerson, Indianapolis Star – 6
-
Greg Jordan, Mayoral Candidate – 5
-
Caterina Cregor Blitzer, International Center – 5
-
John Smith, American Lung Association – 6
-
Tom Faulconer, Author – 6
-
DeLynn Cravens Brady, American Liver Foundation – 5
-
Alecia Decoudreaux, United Way – 6 |
