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November 2004
Comcast Report
Subscriber Totals - November 2004
| |
Beginning |
Ending |
Variance |
| Limited Only |
10,187 |
10,675 |
488 |
| Other Basic Combo's |
111,852 |
111,750 |
(102) |
| Bulk Equivalencies |
3397 |
3253 |
(144) |
| Homes Passed |
125,436 |
125,678 |
242 |
| Penetration % |
237,338 |
237,616 |
278 |
| |
53% |
53% |
87% |
Operator's Incoming Calls Report - November 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 |
71,355 |
145,867 |
| Total Calls Handled |
70,609 |
143,262 |
| # of Calls Answered in 30 Seconds or Less |
66,115 |
129,695 |
| % of Calls Answered in 30 Seconds or Less |
93.64% |
90.53% |
| Busy Rate |
0.21% |
0.69% |
Complaint Summaries - November 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 |
3 |
0 |
0 |
0 |
3 |
| Service Interruptions |
6 |
0 |
1 |
0 |
6 |
| Billing |
10 |
7 |
0 |
2 |
19 |
| Customer Service |
3 |
0 |
0 |
0 |
3 |
| Installations |
0 |
1 |
0 |
0 |
1 |
| Programming |
1 |
0 |
0 |
0 |
1 |
| Bury Cable |
1 |
1 |
0 |
0 |
2 |
| Technical Service |
4 |
0 |
0 |
0 |
4 |
| Online |
2 |
0 |
0 |
0 |
2 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
2 |
0 |
0 |
0 |
2 |
| Total |
32 |
9 |
0 |
2 |
43 |
Misc: Telemarketers when switched to Voip
Service Interruption Report - November 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 |
4 |
38 |
| # of Unplanned Service Interruptions |
47 |
110 |
| Estimated # of Subscribers With Interrupted Service* |
2074 |
6579 |
| Total Service Interruption Hours |
3249 |
7189.00 |
| System Reliability % |
99.99% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - November 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 |
4054 |
8829 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
98.63% |
97.83% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
100.00% |
100.00% |
Installation Report - November 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 - November 2004
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Bayview Club Apts - Phase 4 |
0.07 |
0.00 |
APT |
| Wildcat Run, Sec. 17 |
0.82 |
0.00 |
N/S |
| Creekside Meadows, Sec. 3 |
0.91 |
0.00 |
N/S |
| Summit Place West |
0.10 |
0.00 |
N/S |
| Ahepa West |
0.16 |
0.02 |
APT |
| Oakwood @ Preserve @ Eagle Creek, Sec. 3 |
0.50 |
0.00 |
N/S |
| Witchita Hill @ Southern Dunes, Sec. 2 |
0.54 |
0.00 |
N/S |
| Total Mileage |
3.10 |
0.02 |
|
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - November 2004
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events & Sponsorships
-
Comcast was a sponsor of "Viva Italia!," November 20 at Oak Hill Mansion. This fundraising event for Brooke's Place, a non-profit organization serving the needs of grieving children and their families who have experienced the death of a family member or friend, raised $63,000 to support their programs in 2005.
-
Comcast is a sponsor of the Indiana Crime Prevention Coalition's "Just Say No/D.A.R.E" Club program and will help educate twenty-eight (28) students on ways to stay drug-free through anti-drug projects in local schools.
-
Comcast held a Comcast United Way Fundraising Campaign November 8 – 30 and employees in Indianapolis generously donated over $15,000 in support of local United Way agencies.
Public Service Announcements
November 2004
-
Gleaners Food Bank "Comcast Cares Day #1" – 265
-
Gleaners Food Bank "Comcast Cares Day #2" – 148
-
IMAX Theater "Cirque du Soleil" – 501
-
Veteran's History Month "Senator Dick Lugar" – 149
-
Brooke's Place "Volunteer" – 544
Newsmakers
-
Angie Kolman, Unites Christmas Service – 30
-
John Clark, Sagamore Institute – 32
-
John Clark #2, Sagamore Institute – 28
-
Major Dennis Strissel, Salvation Army – 30
-
Karlene Kerfoot, Clarian Health – 31
-
Linda Carmody, Better Business Bureau – 32
-
Jan Banks, Association of Fundraising Professionals – 30
-
Maribeth Ransel, Social Health Association – 30
-
Martha Boden, Humane Society – 31
-
Norris Lineweaver, YMCA – 29
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