Comcast Report
Subscriber Totals - September 2003
| |
Beginning |
Ending |
Variance |
| Limited Only |
8950 |
8904 |
(46) |
| Other Basic Combo's |
109,292 |
109,477 |
185 |
| Bulk Equivalencies |
3319 |
3366 |
47 |
| Total Basic |
121,561 |
121,747 |
186 |
| Homes Passed |
225,549 |
226,066 |
517 |
| Penetration % |
54% |
54% |
|
Operator's Incoming Calls Report - September 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 |
62,391 |
176,458 |
| Total Calls Handled |
58,331 |
168,057 |
| # of Calls Answered in 30 Seconds or Less |
45,518 |
129,129 |
| % of Calls Answered in 30 Seconds or Less |
78.03% |
76.84% |
| Busy Rate |
5.8% |
4.6% |
Complaint Summaries - September 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 |
13 |
0 |
0 |
0 |
13 |
| Billing |
20 |
3 |
0 |
0 |
23 |
| Customer Service |
28 |
0 |
0 |
0 |
28 |
| Installations |
1 |
0 |
0 |
0 |
1 |
| Programming |
1 |
0 |
0 |
0 |
1 |
| 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 |
1 |
0 |
0 |
0 |
1 |
| Total |
69 |
3 |
0 |
0 |
72 |
Service Interruption Report - September 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 |
44 |
204 |
| Estimated # of Subscribers With Interrupted Service* |
4565 |
22,395 |
| Total Service Interruption Hours |
89.92 |
344 |
| System Reliability % |
99.99% |
99.98% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - September 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 |
4613 |
14,907 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
98.63% |
99.36% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
98.71% |
98.39% |
Installation Report - September 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 - September 2003
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Waters Edge, Sec. 2 |
0.86 |
0.00 |
N/S |
| Deer Run, Sec. 1 |
0.75 |
0.00 |
N/S |
| Brennan Woods, Sec. 1 |
0.33 |
0.00 |
N/S |
| Canterbury House Apts |
0.18 |
0.00 |
APT |
| Encore 3 Apartments - Phase 2 |
0.24 |
0.00 |
APT |
| Legends Creek Condos - Sec. 2 - final phase |
0.28 |
0.00 |
CON |
| Edenwilde, Sec. 2B |
0.67 |
0.00 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - September 2003
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events and Sponsorships
September 2003
- Comcast was the Media Sponsor of the Arthritis Foundations Tailgate Fundraiser on September 7. The event was hosted by Outback Steakhouse on West 86th Street, and raised more than $50,000 for the Arthritis Foundation.
- For the seventh consecutive year, Comcast was the Presenting Sponsor of the Senator Dick Lugar Run/Walk at Butler University. Comcast customers received a discount for registering online.
Public Service Announcements
September 2003
-
Dick Lugar Run/Walk 157
-
Dick Lugar Health Fair 152
-
Virtual Scavengers "Computer Donation" 490
-
Ronald McDonald House Charities 319
-
Circle City Classic 187
-
Arthritis Foundation "Tailgate Party" 74
Newsmakers
-
Adam Corya, Ambassadors for Children 10
-
Laura Foshee, Girl Scouts 33
-
Charles Hiltunen, Meridian Kessler Neighborhood Association 33
-
Dr. Jeff Swenson, Warren Central Schools 34
-
Raymond Phillips, ESGR 34
-
John Clark, Hudson Institute 34
-
Marta Spence, FIESTA Indianapolis 29
-
Nancy Beatty, Indianapolis Schools 34
-
Susan Swayzee, Indianapolis Chamber of Commerce 33
-
Ray Compton, Indianapolis Colts 34 |
