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August 2004
Comcast Report
Subscriber Totals - August 2004
| |
Beginning |
Ending |
Variance |
| Limited Only |
10,612 |
10,459 |
(153) |
| Other Basic Combo's |
111,922 |
111,804 |
(118) |
| Bulk Equivalencies |
3375 |
3428 |
53 |
| Total Basic |
125,909 |
125,691 |
(218) |
| Homes Passed |
235,599 |
235,599 |
|
| Penetration % |
53% |
53% |
|
Operator's Incoming Calls Report - August 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 |
83,140 |
154,978 |
| Total Calls Handled |
82,130 |
152,833 |
| # of Calls Answered in 30 Seconds or Less |
76,609 |
142,007 |
| % of Calls Answered in 30 Seconds or Less |
93.28% |
92.92% |
| Busy Rate |
2.32% |
1.36% |
Complaint Summaries - August 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 |
2 |
0 |
0 |
1 |
3 |
| Service Interruptions |
8 |
0 |
0 |
0 |
8 |
| Billing |
28 |
5 |
2 |
2 |
37 |
| Customer Service |
27 |
2 |
0 |
0 |
29 |
| Installations |
2 |
0 |
0 |
0 |
2 |
| Programming |
2 |
1 |
0 |
0 |
3 |
| Bury Cable |
2 |
0 |
0 |
0 |
2 |
| Technical Service |
4 |
0 |
0 |
0 |
4 |
| Online |
3 |
0 |
0 |
0 |
3 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
3 |
2 |
0 |
0 |
5 |
| Total |
81 |
10 |
2 |
3 |
96 |
Service Interruption Report - August 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 |
25 |
| # of Unplanned Service Interruptions |
70 |
161 |
| Estimated # of Subscribers With Interrupted Service* |
4364 |
7671 |
| Total Service Interruption Hours |
180.77 |
386.17 |
| System Reliability % |
99.96% |
99.97% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - August 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 |
4562 |
9142 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
95.64% |
96.60% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
99.96% |
99.97% |
Installation Report - August 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* |
99.68% |
99.84% |
| * or by Customer Request |
|
|
Construction Report - August 2004
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Moeller Estates, Sec. 7 |
0.8 |
0.00 |
N/S |
| Glen Ridge Estates, Sec. 1 |
0.58 |
0.11 |
N/S |
| Arrowhead @ Southern Dunes |
0.93 |
0.00 |
N/S |
| Indian Creek Meadows, Sec. 2 |
0.4 |
0.00 |
N/S |
| Grandview Gardens, Sec. 1 |
0.72 |
0.03 |
N/S |
| |
3.43 |
0.14 |
|
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - August 2004
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events & Sponsorships
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Comcast was the Presenting Sponsor of the Kachunga & The Alligator Exhibit at the Indiana State Fair. The alligator presentation was one of the most popular attractions at this year's Fair, which drew a record attendance of more than 900,000 people during its 12-day run, August 11 – 22.
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Several Comcasters and their families participated in the Loop for Life Ride around I-465 on August 21. The annual motorcycle rally raises money for local charities and organizations that provide support and research for diseases that have impacted friends, family and others associated with Loop for Life and The Marion County Sheriff's Department PAL Club.
Public Service Announcements
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Dick Lugar Run/Walk & Corporate Challenge #3 – 1,297
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Comcast "Leaders & Achievers" – 943
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YMCA "Animal Planet Visit" – 532
Newsmakers
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Bill Stinson, Indiana State Fair – 28
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Jim Gavin, American College of Sports Medicine #1 – 26
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Jim Gavin, American College of Sports Medicine #2 – 28
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John Clark, Sagamore Institute – 27
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Terry Hudson, Indiana Children's Wish Fund – 27
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Linda Carmody, Better Business Bureau – 26
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Christine Held, Autism Advocates of Indiana – 26
-
Lynne Moistner, Apartment Association of Indiana – 25
-
Steve Park, IPD Mounted Patrol – 28
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Alaine Sholty, Boy Scouts – 27
-
Linda Carmody, Better Business Bureau – 5
-
John Goss, DNR – 5
-
Mark Pescovitz, Clarian Transplant Center – 5
-
Betsy Jones, Center for Agriculture Science & Heritage – 5
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Carmen Hansen Rivera, Race Relations Leadership Network – 5
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Douglas Zipes, Neighborhood Heart Watch – 5
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Jeri Warner, Trusted Partner – 5
-
Kevin Teasley, GEO Foundation – 5
-
A.J. Mason, United Way – 4
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Cindy Graham, Goodwill Industries – 5
-
Stacey Williamson, Bridges To Success – 4
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