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September 2004
Comcast Report
Subscriber Totals - September 2004
| |
Beginning |
Ending |
Variance |
| Limited Only |
10,459 |
10,388 |
(71) |
| Other Basic Combo's |
111,804 |
112,044 |
240 |
| Bulk Equivalencies |
3428 |
3418 |
(10) |
| Total Basic |
125,691 |
125,850 |
159 |
| Homes Passed |
235,599 |
236,950 |
1351 |
| Penetration % |
53% |
53% |
|
Operator's Incoming Calls Report - September 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 |
81,233 |
236,211 |
| Total Calls Handled |
80,128 |
232,961 |
| # of Calls Answered in 30 Seconds or Less |
74,227 |
216,234 |
| % of Calls Answered in 30 Seconds or Less |
92.64% |
92.82% |
| Busy Rate |
1.29% |
1.34% |
Complaint Summaries - September 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 |
4 |
0 |
0 |
0 |
4 |
| Service Interruptions |
1 |
0 |
0 |
0 |
1 |
| Billing |
13 |
3 |
0 |
0 |
16 |
| Customer Service |
12 |
0 |
0 |
0 |
12 |
| Installations |
3 |
0 |
0 |
0 |
3 |
| Programming |
1 |
0 |
0 |
0 |
1 |
| Bury Cable |
2 |
0 |
0 |
0 |
2 |
| Technical Service |
3 |
2 |
0 |
0 |
5 |
| Online |
1 |
0 |
0 |
0 |
1 |
| Late Fees |
0 |
0 |
0 |
0 |
0 |
| Miscellaneous |
6 |
0 |
0 |
0 |
6 |
| Total |
46 |
5 |
0 |
0 |
51 |
Service Interruption Report - September 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 |
20 |
45 |
| # of Unplanned Service Interruptions |
64 |
225 |
| Estimated # of Subscribers With Interrupted Service* |
4869 |
12,540 |
| Total Service Interruption Hours |
383.75 |
769.92 |
| System Reliability % |
99.98% |
99.97% |
*Service Interruptions are defines as more than two outages reported in the same node.
Service Call Report - September 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 |
5433 |
14,575 |
| % of Total Service Calls Addressed Within Next Business Day, Unless as Otherwise Directed by Customer |
96.02% |
96.41% |
| % of Appointments Kept Within 4-Hour Service Window During Normal Business Hours, Unless Otherwise Directed by a Customer |
100.00% |
99.98% |
Installation Report - September 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* |
99.74% |
99.81% |
| * or by Customer Request |
|
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Construction Report - September 2004
| Construction Location |
Underground |
Aerial |
Dwelling |
| Meridian Place, Sec. 4 |
0.36 |
0.00 |
N/S |
| Mayfair Village, Sec. 1 |
0.77 |
0.00 |
N/S |
| Rosswood, Sec. 1 |
0.94 |
0.00 |
N/S |
| McGregor Highlands, Sec. 2 |
0.61 |
0.00 |
N/S |
| Misty Woods, Sec. 2 |
0.46 |
0.00 |
N/S |
| Autumn Creek East, Sec. 1 |
0.69 |
0.00 |
N/S |
| Hanover North, Sec. 1 |
1.52 |
0.00 |
N/S |
| Moeller Estates, Sec. 8 |
0.34 |
0.00 |
N/S |
| Stable Chase, Sec. 3 |
0.63 |
0.00 |
N/S |
| Harmony, Sec. 2 |
1.29 |
0.00 |
N/S |
| The Estates of Normandy Farms, Sec. 1 |
0.69 |
0.00 |
N/S |
|
Total Mileage |
8.30 |
0.00 |
N/S |
| Dwelling Codes |
| APT - Apartments |
| NS - New Subdivision |
| NH - Nursing Home |
| CON - Condominiums |
Community Report - September 2004
Local Community Interest Programming requirement is 100 hours, Section 7.03
of franchise agreements.
Events & Sponsorships
September 2004
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The Comcast Foundation recently awarded Indy Reads with a grant of $20,000. This grant will enable Indy Reads to reach more adults and raise awareness of literacy issues in our community. Specifically, this grant will enable Indy Reads to purchase books for their students, train volunteer tutors and provide instructional areas within libraries that students and tutors can use. Comcast realizes that learning to read makes a tremendous impact on an adult's life and we are thrilled we will be able to help so many individuals in our local community.
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More than forty candidates for political office showed up at our Spotlight Indianapolis office the weeks of September 6 and 13 to tape a segment for "The Candidate Show" that will air exclusively on Comcast. Governor Joe Kernan, his opponent Mitch Daniels, Attorney General candidates Steve Carter and Joe Hogsett, and Reps. Julia Carson and Dan Burton were among the notable candidates who took advantage of Comcast's offer of two minutes of free airtime. The Candidate Show will air throughout October from 7-9pm on channel 76.
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For the eighth consecutive year, Comcast was the presenting sponsor of the 26th Annual Dick Lugar Community Run, Walk and Corporate Challenge on the campus of Butler University, September 18. Approximately 1,900 Hoosiers, and several Comcast volunteers, walked, ran, and participated in friendly Corporate Challenge competitions. Comcast also promoted the event via a series of three cross-channel commercials.
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Comcast is the media sponsor of Cirque du Soleil: Journey of Man presented in IMAX 3D, at the IMAX Theater in the Indiana State Museum. This unique 3D film opened September 10 and will run through the end of the year, and is a celebration of the human spirit that combines the unique artistry and music of Cirque du Soleil with the power of large format film.
Public Service Announcements
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Circle City Classic "Tickets" – 425
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World Swimming Championships "Phelps" – 863
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Brooke's Place "Awareness" – 597
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Indiana Sports Corp "Corporate Challenge" – 1,202
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Indiana State Museum/IMAX Theater "Cirque du Soleil" – 374
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Little Star School – 676
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Dick Lugar Run/Walk "Health Fair" – 274
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Arthritis Foundation "Tailgate Party" – 188
Newsmakers
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Donna Imus, White River State Park – 18
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Jeanne Craig, Don Hinds Ford – 20
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Jerry Richert, Franklin Township Fire Dept. – 21
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Nancy Lopez, Solheim Cup – 21
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Linda Carmody, Better Business Bureau – 19
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Mort Large, Candidate for State Representative – 18
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Jim Bradford, City-County Councilor – 19
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Scott Schneider, City-County Councilor – 20
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Ron Hunter #1, IUPUI Basketball – 20
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Ron Hunter #2, IUPUI Basketball – 19
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Doris Anne Sadler, Marion County Clerk – 21
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Carol D'Amico, Ivy Tech – 20
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