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April 2004
Comcast Report
Subscriber Totals - April 2004
| |
Beginning |
Ending |
Difference |
| Limited Only |
11,190 |
10,572 |
(618) |
| Other Basic Combo's |
112,361 |
113,106 |
745 |
| Bulk Equivalencies |
3329 |
3340 |
11 |
| Homes Passed |
126,880 |
127,018 |
138 |
| Penetration % |
54% |
54% |
|
Operator's Incoming Calls Report - April 2004
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 |
55,239 |
55,239 |
| Total Calls Handled |
54,572 |
54,572 |
| # of Calls Answered in 30 Seconds or Less |
49,544 |
49,544 |
| % of Calls Answered in 30 Seconds or Less |
90.79% |
90.79% |
| Busy Rate |
0.04% |
0.04% |
Complaint Summaries - April 2004
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 |
1 |
1 |
0 |
0 |
2 |
| Billing |
9 |
1 |
2 |
0 |
12 |
| Customer Service |
18 |
1 |
0 |
0 |
19 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Programming |
2 |
1 |
0 |
0 |
3 |
| Bury Cable |
3 |
0 |
0 |
0 |
3 |
| Technical Service |
2 |
0 |
0 |
0 |
2 |
| Online |
0 |
0 |
0 |
0 |
0 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
0 |
0 |
1 |
0 |
1 |
| Total |
36 |
4 |
3 |
0 |
43 |
Service Interruption Report - April 2004
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 |
18 |
18 |
| # of Unplanned Service Interruptions |
76 |
76 |
| Estimated # of Subscribers With Interrupted Service |
6967 |
6967 |
| Total Service Interruption Hours |
168.1 |
168.10 |
| System Reliability % |
99.98% |
99.98% |
*Service Interruptions are defined as more than outages reported in the same node.
Service Call Report - April 2004 (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 |
4331 |
4331 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
96.61% |
96.61% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
99.06% |
99.06% |
Installation Report - April 2004
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 |
|
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Construction Report - April 2004
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Addison Meadows |
0.85 |
0.00 |
N/S |
| Witchita Hill @ Southern Dunes, Sec. 1 |
0.86 |
0.00 |
N/S |
| Woods @ Liberty Park |
1.12 |
0.35 |
N/S |
| Marlin Meadows, Sec. 1 |
1.39 |
0.00 |
N/S |
| Fawn Lake |
0.76 |
0.00 |
N/S |
| Northpoint Village, Sec. 1 Woods, Sec. 1 |
0.910.64 |
0.08 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - April 2004
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Community Events and Sponsorships
April 2004
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For the 10th consecutive year, Comcast was a Platinum Sponsor of the Race for the Cure. The annual event, held this year on April 24 at the IUPUI campus, is the state's largest fundraiser in terms of participants and dollars raised. This year, more than 40,000 walkers and runners raised more than $1.2 million for breast cancer research.
-
Scooby Doo made a two-night appearance April 30-May 1 at Victory Field for the Indianapolis Indians games. Scooby's appearance was sponsored by Comcast and our advertising arm, Spotlight. We have also arranged for Spongebob Squarepants, the PowerPuff Girls, and the Wild Thornberry's to appear at Indians games this summer.
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Comcast is the cable provider in Junior Achievement's Finance Park, which opened April 29. Finance Park is a reality-based, hands-on simulation experience for 8th and 9th grade students in Indianapolis. Finance Park enables students to build foundations for making intelligent, life-long, personal financial decisions and assists them in developing a realistic understanding of the economic issues they will face in adulthood.
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This month Comcast donated some excess inventory to the Southport Little League Baseball Fields. The items, which are called "bumper polls," will be used to mark off their parking lot and help with traffic control. Comcast donated over 600 poles at an estimated value of $16,000.
Public Service Announcements
April 2004
-
Susan G. Komen Foundation "Race for the Cure" – 364
-
Purdue University "Symphony" – 76
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Indiana Day of Prayer "Let Freedom Ring" – 22
-
Russian Festival "Tickets" – 13
Newsmakers
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Jim Merritt, State Senator – 30
-
Scott Taylor, Indianapolis Police Athletic League – 30
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Sherron Franklin, City-County Council – 30
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Mike Murphy #1, State Representative – 31
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Mike Murphy #2, Marion County Republican Party – 31
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Linda Carmody, Better Business Bureau – 31
-
Susan Brooks, U.S. Attorney – 31
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Judy Moon, Visiting Nurse Service – 31
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Pam Miltner, Race for the Cure – 31
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Howard Kellman, Indianapolis Indians – 6
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Randy Miller, Drug Free Marion County – 5
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Melanie Wissell, Celebrate Us! – 5
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Randy Greenwell, Performing Arts Institute – 5
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Dr. Russ Blowers, Sr. Minister Emeritus – 4
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Paul Chandler, Fraternal Order of Eagles – 4
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Mildred Wilkins, Home Ownership Matters – 4
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