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March 2004
Comcast Report
Subscriber Totals - March 2004
| |
Beginning |
Ending |
Variance |
| Limited Only |
11,237 |
11,190 |
(47) |
| Other Basic Combo's |
111,388 |
112,361 |
973 |
| Bulk Equivalencies |
3202 |
3329 |
127 |
| Homes Passed |
125,827 |
126,880 |
1053 |
| Penetration % |
232,746 |
233,159 |
413 |
| |
54% |
54% |
|
*Bulk Equivalencies decrease due to Basic rate increase
Operator's Incoming Calls Report - March 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 |
71,189 |
199,980 |
| Total Calls Handled |
70,778 |
196,832 |
| # of Calls Answered in 30 Seconds or Less |
66,957 |
178,519 |
| % of Calls Answered in 30 Seconds or Less |
94.60% |
90.70% |
| Busy Rate |
0.3% |
0.2% |
Complaint Summaries - March 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 |
11 |
0 |
0 |
0 |
11 |
| Service Interruptions |
3 |
1 |
0 |
0 |
4 |
| Billing |
15 |
1 |
0 |
0 |
16 |
| Customer Service |
22 |
0 |
0 |
0 |
22 |
| Installations |
2 |
0 |
0 |
0 |
2 |
| Programming |
1 |
0 |
0 |
0 |
1 |
| Bury Cable |
0 |
0 |
0 |
0 |
0 |
| Technical Service |
2 |
0 |
0 |
0 |
2 |
| Online |
0 |
0 |
0 |
0 |
2 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
0 |
1 |
0 |
0 |
1 |
| Total |
56 |
3 |
0 |
0 |
59 |
Service Interruption Report - March 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 |
38 |
39 |
| # of Unplanned Service Interruptions |
38 |
141 |
| Estimated # of Subscribers With Interrupted Service* |
4582 |
10,419 |
| Total Service Interruption Hours |
70.94 |
265.02 |
| System Reliability % |
99.99% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - March 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 |
4281 |
11,984 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
98.85% |
98.25% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
98.88% |
98.83% |
Installation Report - March 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 - March 2004
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Lawrence Woods, Sec. 1 |
0.95 |
0 |
N/S |
| Glen Ridge Commons, Sec. 1 |
0.62 |
0.24 |
N/S |
| Grey Fox Woods, Sec. 4 |
0.81 |
0 |
N/S |
| Stoneridge Apartments - Phase 2 |
0.25 |
0 |
APT |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - March 2004
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events & Sponsorships
March 2004
-
Comcast sponsored "Noble Evening in the Garden," an annual preview of the Flower and Patio Show at the State Fairgrounds. The event, which features dozens of area restaurants showcasing items from their menu against the backdrop of the gardens, raised more than $75,000 for Noble of Indiana. Comcast has sponsored the event since its inception seven year ago.
-
Comcast sponsored Center for Leadership Development's annual Minority Achievers Awards Dinner, March 15 at the Convention Center. Center for Leadership Development provides training and mentoring services for the city's underserved youth.
-
Comcast was a Post & Beam sponsor of the Indianapolis Neighborhood Housing Partnership's Home Fair, March 20-21 at Glendale Mall. The Home Fair is designed to provide assistance to people who are seeking to purchase their first home.
-
Comcast and The History Channel presented "Hardwood Classics" night, March 21 at the Indiana Pacers vs. Dallas Mavericks game. The History Channel has produced and will soon air a documentary about the history of the National Basketball Association. The cable network is promoting the program at five NBA games across the country. The Pacers wore their "Throwback Uniforms" during the game.
Public Service Announcements
March 2004
-
Noble of Indiana "Noble Evening in the Garden" – 494
-
Purdue University "Symphony" – 210
-
Indianapolis Neighborhood Housing Partnership "Home Fair" – 504
-
Susan G. Komen Foundation "Race for the Cure" – 110
Newsmakers
-
Mildred Wilkins, Home Ownership Matters – 42
-
Paul Chandler, Fraternal Order of eagles – 42
-
Dr. Russ Blowers, Sr. Minister Emeritus – 42
-
Randy Greenwell, Performing Arts Institute – 41
-
Melanie Wissell, Celebrate Us! – 41
-
Randy Miller, Drug Free Marion County – 41
-
Howard Kellman, Indianapolis Indians – 42
-
Denise Tull, Noble of Indiana – 18
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