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July 2004
Comcast Report
Subscriber Totals - July 2004
| |
Beginning |
Ending |
Variance |
| Limited Only |
10,654 |
10,612 |
(42) |
| Other Basic Combo's |
112,940 |
111,922 |
(1018) |
| Bulk Equivalencies |
3398 |
3375 |
(23) |
| Total Basic |
126,992 |
125,909 |
(1083) |
| Homes Passed |
234,976 |
235,599 |
623 |
| Penetration % |
54% |
53% |
|
Operator's Incoming Calls Report - July 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 |
71,838 |
71,838 |
| Total Calls Handled |
70,703 |
70,703 |
| # of Calls Answered in 30 Seconds or Less |
65,398 |
65,398 |
| % of Calls Answered in 30 Seconds or Less |
92.50% |
92.50% |
| Busy Rate |
0.40% |
0.40% |
Complaint Summaries - July 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 |
4 |
0 |
0 |
0 |
4 |
| Billing |
25 |
3 |
4 |
2 |
34 |
| Customer Service |
18 |
1 |
0 |
0 |
19 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
1 |
0 |
2 |
0 |
3 |
| Online |
3 |
0 |
0 |
0 |
3 |
| Late Fees |
1 |
0 |
0 |
0 |
1 |
| Miscellaneous |
6 |
0 |
1 |
0 |
7 |
| Total |
59 |
4 |
7 |
2 |
72 |
Service Interruption Report - July 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 |
7 |
7 |
| # of Unplanned Service Interruptions |
91 |
91 |
| Estimated # of Subscribers With Interrupted Service* |
3307 |
3307 |
| Total Service Interruption Hours |
205.4 |
205.40 |
| System Reliability % |
99.98% |
99.98% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - July 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 |
4580 |
4580 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
97.56% |
97.56% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
99.97% |
99.97% |
Installation Report - July 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 - July 2004
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Bayview Club Apt |
0.16 |
0.00 |
APT |
| Spring Run @ Winding Ridge, Sec. 3 |
0.34 |
0.00 |
N/S |
| Spring Run @ Winding Ridge, Sec. 4 |
0.81 |
0.00 |
N/S |
| Winslow Crossing Apts - Phase 2 |
0.07 |
0.00 |
APT |
| Westbrooke, Sec. 2 |
1.01 |
0.00 |
N/S |
| Timberleaf, Sec. 2 |
0.54 |
0.00 |
N/S |
| Glen Ridge Commons, Sec. 1 |
0.43 |
0.00 |
N/S |
| Grassy Village, Sec. 1A |
0.99 |
1.04 |
N/S |
| Grassy Village, sec. 1B |
0.37 |
0.00 |
N/S |
|
Totals |
4.72 |
1.04 |
|
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Events & Sponsorships
July 2004
-
Comcast once again played a major role in Indiana Black Expo, serving as a sponsor of the annual Corporate Luncheon at the RCA Dome, airing promotional spots for the event, and co-hosting a booth at the Expo. This year, we also aired a special remembrance PSA for the Expo's President, Rev. Charles Williams.
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Comcast and co-sponsored an exotic animal presentation for approximately 150 YMCA youth campers on Friday, July 30. Dr. Kevin Fitzgerald, a featured veterinarian on The Animal Planet's "Emergency Vets" program taught campers more about the animals in our environment and showcased several smaller variety animals. Comcast also sponsored The Animal Planet Expo's stop in Indianapolis on July 31 – August 1. The event, held at Ft. Benjamin Harrison State drew record setting crowds and several employees volunteered to staff a both. Comcast also co-sponsored a $2,500 contribution to the Indianapolis Care and Control organization, which said they would apply to money to a much needed spay and neuter clinic.
Public Service Announcements
-
Hoosier Job Fair "Rep. Steve Buyer" – 297
-
Lugar Run/Walk & Corporate Challenge "Spot #2" – 698
-
Indiana Black Expo "Summer Celebration" – 304
Newsmakers
-
Linda Carmody, Better Business Bureau – 23
-
John Goss, Department of Natural Resources – 26
-
Mark Pescovitz, Clarian Transplant Center – 25
-
Betsy Jones, Center for Agricultural Science & Heritage – 25
-
Carmen Hansen-Rivera, Race Relations Leadership Network -- 25
-
Dr. Douglas Zipes, Neighborhood Heart Watch – 24
-
Jeri Warner, Trusted Partner – 25
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Kevin Teasley, GEO Foundation – 24
-
A.J. Mason, United Way – 23
-
Cindy Graham, Goodwill Industries – 25
-
Stacey Williamson, Bridges To Success – 21
-
Dan Evans, Clarian Health – 4
-
Teresa Bennett, IUPUI Solution Center – 3
-
Mayor Deborah Cantwell #1, City of Lawrence – 4
-
Mayor Deborah Cantwell #2, City of Lawrence – 3
-
Stan Jones, Intelenet Commission – 3
-
Linda Carmody, Better Business Bureau – 3
-
Sven Schumacher, Lutheran Child & Family Services – 3
-
Gerry Dick, Inside Indiana Business – 4
-
Jennifer McConnell, 500 Festival Queen – 2
-
Alpha Garrett, Indiana Black Expo – 3
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