HomeMy WebLinkAbout2020 ANNUAL REPORT
Comcast Annual Report 2020 – City of Bremerton
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Subscriber Data:
Revenue Source Subscriber Count
Basic Service
5,678
Expanded Service
2,976
Digital
5,678
Cinemax
54
HBO
1,523
Showtime
1,418
Starz
314
The Movie Channel
579
Other Pay
160
Plant Miles: 160.3
Telephone Performance Summary
The Franchisee measured its telephone performance against FCC Customer Service standards as
well as Franchise requirements. The Franchisee met or Exceeded FCC and Franchise telephone
performance standards for all quarters in 2020, except for Quarter 1, due to COVID-19 related
issues. If you have any questions, please don’t hesitate to contact us.
Performance Standards 1st
Quarter
2nd
Quarter
3rd
Quarter
4th
Quarter
% of Calls Answered within 30 seconds 86% 91% 94% 97%
% Busy Signal 0% 0% 0% 0%
Average Speed of Answer (seconds) 80 68 32 16
Comcast Annual Report 2020 – City of Bremerton
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2020 Escalated Customer Complaints
The Franchisee responded promptly to customer inquiries, whether expressed orally or in writing
through our Customer Service Representatives (“CSRs”), Field Fulfillment Office staff, regional
offices or corporate headquarters.
The Franchisee’s toll-free customer service line is available 24 hours a day, 7 days a week.
While CSRs assist customers with the vast majority of inquiries at first contact, a customer may
request escalation of a concern to a supervisor, manager, Customer Service Advocate, Area
Vice-President or a regional or corporate representative. Once elevated, Company personnel
diligently seek satisfactory resolution.
Complaints received by the Franchisee from customers via the City are resolved by Regional
Executive Customer Care staff.
The Franchisee’s complaint procedure is included in new customer information packets and is
mailed to all customers as part of their annual notice. The chart below is a summary of all video
complaints received by the Franchisee from the City.
Type of Complaint Number of Calls
Billing-Dispute 3
Billing-Other 0
Cable Repair 0
Collection 1
Compensation 0
Customer Service 0
Disconnection 1
Online Repair 0
Programming 0
Sales/Marketing 0
Service Requests 0
Total 5
Average Response Time Per Service Call:
As a due course of business, all service interruptions are reported to our technical operations
team electronically in real time and therefore are always responded to within 24 hours.
Comcast Annual Report 2020 – City of Bremerton
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Changes, Additions or Deletions made to the Cable System
There were no system deletions made in 2020. Comprehensive maps of the cable system
architecture were provided to the City on an on-going basis during construction of the cable
system.
Maps of any subsequent change to the system architecture have been provided to the City via the
City’s permitting process and are not included in this report.
New Technology
Comcast continued our investment in making our cable system more reliable, with the increased
deployment of neighborhood nodes that are closer to the home in order to reduce the number of
active devices running the network.
Significant Reports
There were no known petitions, applications, communications or reports affecting the cable
system submitted to the FCC, SEC, or any other Federal or State regulatory agency in 2020.