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February 2004
Comcast Report
Subscriber Totals - February 2004
| |
Beginning |
Ending |
Variance |
| Limited Only |
10,841 |
11,237 |
396 |
| Other Basic Combo's |
110,948 |
111,388 |
440 |
| Bulk Equivalencies |
3373 |
3202 |
(171) |
| Total Basic |
125,162 |
125,827 |
665 |
| Homes Passed |
232,624 |
232,746 |
122 |
| Penetration % |
54% |
54% |
|
Operator's Incoming Calls Report - February 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 |
65,496 |
128,791 |
| Total Calls Handled |
61,833 |
126,054 |
| # of Calls Answered in 30 Seconds or Less |
57,309 |
111,562 |
| % of Calls Answered in 30 Seconds or Less |
92.68% |
88.50% |
| Busy Rate |
0.0% |
0.2% |
Complaint Summaries - February 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 |
5 |
1 |
0 |
0 |
6 |
| Service Interruptions |
4 |
0 |
0 |
0 |
4 |
| Billing |
10 |
1 |
2 |
0 |
13 |
| Customer Service |
11 |
0 |
0 |
0 |
11 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Programming |
3 |
1 |
0 |
0 |
4 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
0 |
1 |
0 |
0 |
1 |
| Online |
1 |
0 |
0 |
0 |
1 |
| Late Fees |
1 |
0 |
0 |
0 |
1 |
| Miscellaneous |
1 |
0 |
0 |
0 |
1 |
| Total |
36 |
4 |
2 |
0 |
42 |
Service Interruption Report - February 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 |
1 |
1 |
| # of Unplanned Service Interruptions |
60 |
103 |
| Estimated # of Subscribers With Interrupted Service* |
2457 |
5837 |
| Total Service Interruption Hours |
130.79 |
194.08 |
| System Reliability % |
99.99% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - February 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 |
3904 |
7703 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
97.21% |
97.95% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
98.86% |
98.81% |
Installation Report - February 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 |
|
|
Construction Report - February 2004
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Aberdeen Apartments - Phase 2 |
0.55 |
0 |
APT |
| West Wayne Woods |
1.02 |
0 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - February 2004
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events & Sponsorships
February 2004
-
Comcast partnered with The Indiana Blood Center and hosted an on-site mobile blood drive on February 4. Eighteen (18) employees generously rolled up their sleeves to support our communities and help maintain a blood supply that is plentiful enough to serve the needs of our hospitals.
-
Comcast was a sponsor of "United on Broadway," February 20 at the Murat Theatre. The special performance of "The Lion King" and the accompanying dinner and party served as fundraiser for United Way of Central Indiana.
Public Service Announcements
February 2004
-
Indianapolis Arts Council "Art & Soul 2004" – 353
-
Indianapolis Animal Care & Control "Too Many Kitties in the City" – 461
-
Senator Dick Lugar Job Fair – 341
-
Noble of Indiana "Noble Evening in the Garden" – 475
Newsmakers
-
Maj. Gen. George Buskirk #1, Indiana National Guard – 37
-
Maj. Gen. George Buskirk #2, Indiana National Guard – 37
-
Kathy Taurel, Ambassadors for Children – 16
-
Linda Carmody #1, Better Business Bureau – 36
-
Linda Carmody #2, Better Business Bureau – 36
-
James Giessler, Wellness Community – 36
-
Philana Cunningham, Noble of Indiana – 36
-
Bob Bedell #1, Indiana Convention & Visitors Association – 36
-
Bob Bedell #2, Indiana Convention & Visitors Association – 35
-
Denise Tull, Noble Evening in the Garden – 36
-
Rep. Mike Pence #1 – 5
-
Rep. Mike Pence #2 – 5
-
Rozelle Boyd, City-County Council – 5
-
J.J. DeBrosse, Butler University – 4
-
Jim Shella #1, WISH-TV – 4
-
Jim Shella #2, WISH-TV – 5
-
Linda Carmody, Better Business Bureau – 4
-
John Clark, Hudson Institute – 6
-
Deborah Hearn-Smith, Girl Scouts – 5
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