Comcast Report
Subscriber Totals - October 2003
| |
Beginning |
Ending |
Variance |
| Limited Only |
8904 |
9230 |
326 |
| Other Basic Combo's |
109,477 |
111,540 |
2063 |
| Bulk Equivalencies |
3366 |
3384 |
18 |
| Total Basic |
121,747 |
124,154 |
2407 |
| Homes Passed |
226,066 |
231,141 |
5075 |
| Penetration % |
54% |
54% |
|
Operator's Incoming Calls Report - October 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 |
68,716 |
68,716 |
| Total Calls Handled |
64,647 |
64,647 |
| # of Calls Answered in 30 Seconds or Less |
58,208 |
58,208 |
| % of Calls Answered in 30 Seconds or Less |
90.04% |
90.04% |
| Busy Rate |
4.0% |
4.0% |
Complaint Summaries - October 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 |
1 |
0 |
0 |
2 |
| Service Interruptions |
18 |
1 |
0 |
0 |
19 |
| Billing |
39 |
2 |
1 |
0 |
42 |
| Customer Service |
20 |
3 |
0 |
0 |
23 |
| Installations |
1 |
1 |
0 |
0 |
2 |
| Programming |
2 |
0 |
0 |
0 |
2 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
3 |
0 |
0 |
0 |
3 |
| Online |
1 |
1 |
0 |
0 |
2 |
| Late Fees |
2 |
0 |
0 |
0 |
2 |
| Miscellaneous |
1 |
0 |
0 |
0 |
1 |
| Total |
88 |
9 |
1 |
0 |
98 |
Service Interruption Report - October 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 |
56 |
56 |
| Estimated # of Subscribers With Interrupted Service* |
4158 |
4158 |
| Total Service Interruption Hours |
8.22 |
8 |
| System Reliability % |
99.99% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - October 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 |
3895 |
3895 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
99.29% |
99.29% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
98.28% |
98.28% |
Installation Report - October 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 - October 2003
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Stratford Place Apts |
0.45 |
0.03 |
APT |
| Lawrence Lakes, Sec. 4 |
0.54 |
0.00 |
N/S |
| Arapaho Ridge, Sec. 2 |
1.76 |
0.00 |
N/S |
| Burton Crossing, Sec. 3 |
0.75 |
0.00 |
N/S |
| Sutton Place Apts |
1.67 |
0.00 |
APT |
| Monteo Village - Phase 2 |
1.17 |
0.00 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - October 2003
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events & Sponsorships
October 2003
-
More than 240 Comcast employees, friends and family members volunteered for Comcast Cares Day III on October 4. This year, we worked at Gleaners Food Bank, preparing packages for delivery, sealing the parking lot, detailing delivery vehicles, planting flowers and painting a mural along the Monon Trail. More than 25,000 people volunteered at Comcast Cares Day project nationally this year.
-
Comcast was a media sponsor of the Circle City Classic football game, benefiting Indiana Black Expo. We supported the Classic by airing more than $50,000 in advertising in Indianapolis, Ft. Wayne and South Bend.
-
Forty-five candidates for City-County Council and Mayor took advantage of Comcast's offer of two minutes of free airtime. The segments were combined into a 90-minte program, which aired without interruption in primetime on
Nov. 1-3 on our Leased Access channel.
Public Service Announcements
October 2003
-
Virtual Scavengers "Computer Donation" – 157
-
Circle City Classic – 259
-
Visiting Nurse Service "Cubicle" – 28
-
Bravo "On With The Show" – 98
-
Gleaner's Food Bank "Comcast Cares Day" – 275
Newsmakers
-
Jeannie Keating, Visiting Nurse Service – 24
-
Joellyn Ferraro, Riley Children's Foundation – 24
-
Maribeth Smith, United Way – 24
-
Dennis Ryerson, Indianapolis Star – 25
-
Greg Jordan, Mayoral Candidate – 24
-
Caterina Cregor Blitzer, International Center – 25
-
John Smith, American Lung Association – 24
-
Tom Faulconer, Author – 24
-
Delynn Cravens Brody, American Liver Foundation – 23
-
Alecia Decoudreaux, United Way – 24
-
Ray Compton, Indianapolis Colts – 5
-
Sue Swayzee, Indianapolis Chamber of Commerce – 5
-
Nancy Beatty, IPS – 7
-
John Clark, Hudson Institute – 5
-
Ray Phillips, ESGR – 6
-
Jeff Swenson, Warren Central Schools – 6
-
Charlie Hiltunen, Tax Protestor – 5
-
Laura Foshee, Girl Scouts – 5
|
