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October 2004
Comcast Report
Subscriber Totals - October 2004
| |
Beginning |
Ending |
Variance |
| Limited Only |
10,388 |
10,187 |
(201) |
| Other Basic Combo's |
112,044 |
111,852 |
(192) |
| Bulk Equivalencies |
3418 |
3397 |
(21) |
| Total Basic |
125,850 |
125,436 |
(414) |
| Homes Passed |
236,950 |
237,338 |
388 |
| Penetration |
53% |
53% |
|
Operator's Incoming Calls Report - October 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 |
74,512 |
74,512 |
| Total Calls Handled |
72,653 |
72,653 |
| # of Calls Answered in 30 Seconds or Less |
63,580 |
63,580 |
| % of Calls Answered in 30 Seconds or Less |
87.51% |
87.51% |
| Busy Rate |
0.69% |
0.69% |
Complaint Summaries - October 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 |
0 |
0 |
0 |
0 |
0 |
| Service Interruptions |
2 |
0 |
1 |
0 |
2 |
| Billing |
2 |
0 |
0 |
1 |
3 |
| Customer Service |
0 |
0 |
0 |
0 |
0 |
| Installations |
0 |
0 |
0 |
0 |
0 |
| Programming |
0 |
0 |
0 |
0 |
0 |
| Bury Cable |
1 |
0 |
0 |
0 |
1 |
| Technical Service |
2 |
0 |
0 |
0 |
2 |
| Online |
0 |
0 |
0 |
0 |
0 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous* |
1 |
0 |
0 |
0 |
1 |
| Total |
8 |
0 |
0 |
1 |
9 |
*Customer received a telemarketing call when they subscriberd to Digital Voice.
Service Interruption Report - October 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 |
34 |
34 |
| # of Unplanned Service Interruptions |
63 |
63 |
| Estimated # of Subscribers With Interrupted Service* |
4505 |
4505 |
| Total Service Interruption Hours |
3940 |
3940.00 |
| System Reliability % |
99.99% |
99.99% |
*Service Interruptions are defined as more than two outages reported in the same node.
Service Call Report - October 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 |
4775 |
4775 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
97.03% |
97.03% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
100.00% |
100.00% |
Installation Report - October 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 - October 2004
|
Construction Location |
Underground |
Aerial |
Dwelling |
| Spirit Lake Condos - Phase 2 |
0.21 |
0.00 |
CON |
| Hanover, sec. 2 - Node 11 |
1.48 |
0.00 |
N/S |
| Hanover, Sec. 2 - Node 20B |
0.32 |
0.00 |
N/S |
| Seneca Pointe @ Southern Dunes, Sec. 1 |
0.34 |
0.00 |
CON |
|
Total Mileage |
2.35 |
0.00 |
|
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - October 2004
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events & Sponsorships
October 2004
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More than 300 Comcast employees, friends and family members volunteered to improve Gleaners Food Bank, as part of Comcast's fourth annual company-wide day of service on October 2, 2004. Volunteers painted the mural on the building wall adjacent to the Monon Trail, prepared 1,120 food boxes for distribution to seniors, packed 10,208 pounds of food, landscaped the grounds, and detailed the Gleaners fleet vehicles. Together, our volunteers, logged 1,352 volunteer hours in just one day. Comcast also made a $10,000 monetary donation, which enables Gleaners to distribute 90,000 pounds of food throughout our communities. This was the second consecutive year Comcast choose Gleaners to be our local partner for Comcast Cares Day. Gleaners recently named Comcast its "Donor of the Year."
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Comcast was a media sponsor of the Circle City Classic football game, benefiting Indiana Black Expo. We supported the Classic by airing more than $50,000 in advertising in Central Indiana.
Public Service Announcements
October 2004
-
Brooke's Place "Donors" – 608
-
The Candidate Show – 9,211
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Circle City Classic "Tickets" – 198
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IMAX Theatre "Cirque du Soleil" – 515
-
Gleaners Food Bank "Comcast Cares Day #1" – 159
-
Indiana Sports Corp "World Swimming Championships" – 603
-
Arthritis Foundation "Tailgate Party" – 240
Comcast Newsmakers
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Maribeth Smith, United Way
-
Max Schumacher, Indianapolis Indians
-
John Clark, Sagamore Institute
-
Kip Tew, Democratic Party
-
Jim Kittle, Republican Party
-
Jeanne Keating, Visiting Nurse Service
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Geoff Odle, Keep Indianapolis Beautiful
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Doug Pauley, Comcast
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Paula Allen, Youth Leadership Initiative
-
Linda Carmody, Better Business Bureau
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