HomeMy WebLinkAbout20002697.tiff 1
AT&T
AT&T Broadband
3737 West Tenth Street
F-,;. Greeley, CO. 80634
970 356-1079
FAX 970 353-4363
October 4, 2000
TO: Weld County
FROM: Mary Mitchell, Office Manager
AT&T Broadband
RE: Quarterly Customer Service Report—Third Quarter 2000
This is the Customer Service Report for the third quarter of 2000, the months of July,
August and September, as required by the franchise agreement.
The upgrade to the cable plant was completed September 1, 2000. All Greeley area
customers now have access to all of the cable services including the digital channels that
we offer. @Home,the cable internet service, will be activated and available as pockets
are certified technically ready. This is expected to be completed by years end.
Included in this packet are current customer statements. (referenced in section 2,
Communications Between AT&T Cable Service And Cable Customers)
If we can provide any further information, please do not hesitate to call us at
356-1076.
Mary it ell, Office Manager
AT&T Broadband
a O/1/ I 2000-2697
/0 ft/ Cc.' ex' OPUS
Cl� Recycled Paper
ART
AT&T Broadband
3737 West Tenth Street
Greeley,CC). 80634
970 356-1079
FAX 970 353-4363
Customer Service Standards
Quarterly Report to Franchising Authorities
3RD Quarter 2000
The following information is prepared as responses for sections in the Cable Television
Franchise Agreement, Attachment C, Customer Service Standards.
1) Cable system office hours and telephone availability-
As of October 11, 1999, AT&T Broadband customers are assisted by AT&T personnel
24 hours a day, 7 days a week.
Office hours are Monday — Friday, 8 am to 6pm and Saturday, 9 am to 5pm During
office hours, Customer Service Representatives answer all phone calls and assist walk-
in customers.
After normal working hours, all telephone calls to our local numbers are automatically
directed via a phone switching system to the AT&T Broadband Call Center in Denver.
All after hours calls are answered by a specially trained group of AT&T Broadband
Customer Service agents who have access to account information that allows them to
assist customers with repair problems, billing or account questions, and ordering
information. Most inquiries are handled immediately. For emergency repair, call
center personnel are able to contact our stand-by technicians for resolution. For non-
emergency situations, calls are forwarded to our office for response the next business
day.
MEETING NCTA PHONE STANDARDS
3RD Quarter 2000
JULY AUGUST SEPTEMBER
Total Customers 2501.9 25095 25578
Total Incoming Calls 10668 11296 11741
NCTA & AT&T Goal
Calls Answered in 30 seconds 90% 90% 89% 90%
Avg.speed of answer :08 :10 :09
Of Time All Trunks Busy 3% 3% 3% 3%
**********************************************************************
**
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ej
Recycled Paper ,
The main office at 3737 W. 10th Street, Greeley, is open for customer traffic Monday
through Saturday as mentioned previously. Payments can be mailed to the lock box
address as shown on the statement or made in the office during business hours or in the
secure payment slot outside near the front entrance.
Payment drop boxes are maintained at Toddy's Supermarket in Greeley and in Steele's
Market in Windsor. Payments at both facilities are picked up by AT&T personnel
every business day and processed with business that day.
2.Installation, outages and service calls
Standard installations are completed within the required average of a seven-day
window. Appointment windows are in two-hour blocks during normal business hours.
Service interruptions are handled the same day if possible, especially when the
customer is experiencing a "no picture" situation. In any event, service calls are
handled within a 24-hour window unless the customer requests otherwise. Our 'On-
Time Guarantee' insures customers a $20.00 refund if our technicians are late for an
appointment or miss an appointment. Appointments are not canceled by AT&T
Broadband. If a scheduled technician is not available, work is routed to other personnel
and the appointment is kept. In the event that a technician is running late, customers
are contacted and arrangements are made to fit the customers needs. Again, the 'On-
Time Guarantee' is applied when appropriate.
Quarterly recap of service calls for 3RD Quarter 2000:
JULY AUGUST SEPTEMBER
Video @Home Video @Home Video @Home{
Total service calls 647 79 638 79 666 62
Total number of customers 25019 1315 25095 1437 25578 1645
(Includes all franchise areas)
Percentage 3% 6% 3% 5% 3% 4%
2) Communications between AT&T Broadband and cable customers:
Each new customer receives a "welcome kit' either at the time the order is taken in the
office or at the install. The information is also available for current customers and will
be mailed upon request.
AT&T Broadband endeavors to adhere to the notification guidelines as stated in
section 2 whenever possible. Local franchise authorities are notified 60 days in
advance in writing and/or through personal contact with an AT&T Broadband
representative. Customers are notified the required 30 days in advance via coverage on
local cable channels, through radio or print media, direct mail pieces and/or statement
messages or inserts.
A copy of a customer statement is included in this packet. AT&T advocates
solving customer concerns, including billing disputes and credits, at the time of first
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contact. Trained representatives are capable of explaining the billing procedures and
making ad ustments or credits immediately written complaints are responded to
-•---o - �••— • Y to upon
receipt via phone when possible and/or through correspondence. Refunds are
processed and checks generated through our corporate office in Denver and sent
directly to the customer.
AT&T Broadband agrees with and adheres to the statement of equal opportunity as well
as other applicable federal, state and local laws and regulations.
AT&T Broadband technicians constantly monitor and maintain the cable plant to FCC
Standards in order to swiftly correct malfunctions. Technicians are in constant radio
communication with dispatch during normal working hours. After hours, a team of
stand-by technicians carry pagers and cellular phones in order to service emergency
problems reported through the AT&T Denver Call Center.
Service calls are responded to within 24 hours unless other arrangements are made for
the customers' request. Planned interruptions of service for maintenance, repair, etc.
are made "at times which least affect typical subscriber television viewing habits."
Customer complaints are resolved in the most expedient and customer friendly way
possible. AT&T Broadband Customer Service personnel and technicians are
empowered to resolve issues immediately. Customers with complaints are assisted
immediately or passed on to the appropriate supervisor or manager for resolution.
Credit for service not restored within eight hours is available upon request and readily
given in the amount of 1/30`s the monthly charge for each service unavailable.
The AT&T Broadband Customer Service Philosophy is
'To treat each customer as our only customer'
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AT CnsetueCNnw. Statement of Service
Page g& 14
2
nn w 10TH ST GREELEY co Billing Date: September 09,2000
80634-ISIS 8494 3300 AX 7 09 0002974 Account Number: 8494 33
How to reach us ....
HOURS: M-F 8am-6pm, Sat 9am-5pm
(970)351.0669 ....Customer Service
(970)351-0650 Repair Service
WINDSOR CO 80550"a
ILdrlLrr•Llrrldrll III
(Account Summary ' Previous Balance _.J0.00
Payments) -52.65
Monthly Charge(s) 63.90
• Installation Charges)
Please see reverse side for account details. Taxes .DD
i r Taxes & Feels) 3.77
= > Balance Due I $15.02
- 3, Payment Due Date 09/29/00
For Your Information
Welcome to AT&T Broadband!As a new customer to our service we appreciate your business
and hope to service you with our highest quality of service. If any questions or concerns with
your service please contact us at(970)351-0669.
Now available,SimplePay.An automated payment option for paying your monthly cable billing.
Call,.(970)351.0669 to inquire today.
We've changed our name from AT&T Cable Services to AT&T Broadband to better reflect the full range of
_services we can offer you,now and in the Mural We look forwent to serving you. Thank you for your business. _
Billing Date: September 09,2000
Payment Coupon
Account Number: 8494 33
Please detach and enclose this portion with your
payment. Please do not send cash. Make Name:
checks payable to AT&T BROADBAND.
WINDSOR CO 80550
El Check here if new billing address.
, Note changes on reverse side. Balance Due $ 15.02
09/29/00
Amount Enclosed $
AT&T BROADBAND
P.C.BOX 173885
• DENVER CO 80217-3885 -. .
IIrrrrrI I,rrIll III
I..11.l..l drrLl,I,rLJrl' l.hi
849433
bESAnnA►e Statement of Service
AZia onvrasroras1snr
•
... - 3737 w 10TH sr GREELEY CO Page 1 of 2
Billing Date: September 16,2000
80634-1818 84943300AX7 16 0000318 Account Number: 8494 33
How to reach us ....
HOURS:M-F 8am-6pm,Sat 9am-5pm
(970)351-0669 ....Customer Service
(970)351-0650 Repair Service
EVANS CO 80620•
- )nlrllunlluulrlliuurlriul�lullulllu�lr�urillnlll
• .._ Account Summary Previous Balance $97.10
Payment(s) 00
o-f f Monthly Charge(s) -63.58
Taxes & Fee(s) -3.18
Please see reverse side for account details.
Balance Due r $30.34
“4- Payment Due Date 10/06/00
For Your-information - -
Final billing. Your prompt attention towards your final balance and/or the return of your
equipment is appreciated. There is a charge for any unretumed equipment. If you have any
7 questions,please call (970)351-0669.Mastercard/DiscoverNisa accepted.
s•
•
.... ... .. .. .
• Wive Banged our name horn AT&T Cable Services to AT&T Broadband to better reflect the full range of
services we can offer you,now and In the future)We look forward to serving you. Thank you for your business.
Billing Date: September 16,2000
Payment Coupon
Account Number: 8494 33
Please detach and enclose this portion with your
payment Please do not send cash. Make Name:
checks payable to AT&T BROADBAND.
EVANS CO 80620-
n Check here if new billing address.
Note changes on reverse side. Balance Due 30.34
10/06/00
- Amount Enclosed $
AT&T BROADBAND
P.O.BOX 173885
DENVER CO 80217-3885
IIrrI,ILrrlrI,I, llrrrlrrll.lrllJrrLJ�I,LJrJJtdJJ
849433
flow&no A&In Statement of Service
ro AT&T nserusoraf
Page 1 of 2
3737 W 10TH ST GREELEY GO Billing Date: September 1a. 2000
80634-1818 8494 3300 AX 7 16 0003294 Account Number: 849433
How to reach us ....
HOURS:M-F 8am-6pm,Sat 9am-5pm
(970)351-0669 ....Customer Service
(970)351-0650 Repair Service
LA SALLE CO 80645-
II..I.II...JI. .h.l.l.k. ll,.,ll.0,,.1111111.11.111111111 R
i✓
Account Summary Previous Balance $ 183.69
Payment(s) .00
+ w� Monthly Charge(s) 440.84
09
Please see reverse side for account details. Taxes & Fee(s) - .
Balance Due $6211.4444" d ;��;;•' Payment Due Date 10/06/00
For Your;information
Final billing. Your prompt attention towards your final balance and/or the return of your
equipment is appreciated. There is a charge for any unretumed equipment. If you have any
- questions,please call(970)351.0669.Mastercard/DiscoverNisa accepted.
• C.% 4.
Now available,SimplePay.An automated payment option for paying your monthly cable billing.
Call (970)351;0669 to inquire today.
•
•
" We've clanged our name flan AT&T Cade Services to AT&T Broadband to better reflect the NO range of
services we can offer you,now and in the future!We look forward to serving you. Thank you for your business.
Billing Date: September 16,2000
Payment Coupon
Account Number: 8494 33
Please detach and enclose this portion with your
- payment. Please do not send cash. Make Name:
checks payable to AT&T BROADBAND.
LA SALLE CO 80645
I I Check here if new billing address.
Note changes on reverse side. Balance Due $ 621.44
10/06/00
Amount Enclosed
$
AT&T BROADBAND
P.O.BOX 173885
DENVER CO 80217-3885
11111
849433
A BROADBAND . Statement of Service
•
• Page 1 of 2
3737 W 10TH ST GREELEY CO Billing Date: September 23,2000
80634-1818 seen 3300 AS 7x3 0001630 Account Number: 8494 33
How to'reach us ....
HOURS:M-F 8am-6pm, Sat 9am-5pm
(970)351.0669 ....Customer Service
-- CO 80631&�
(970)351-0650 Repair Service
GREELEY
Ilrri.Ilrrrrllrrrril,u,IlulrluriirlluuiriuI.ii1Iuiiuri F -
Account Summary ' Previous Balance $ 12.73
' Payment(s) .00
' Monthly Charge(s) 11.85
Please see reverse side for account details. Taxes & F 5.99
Balance Du e e $25.57
_ Payment Due Date 10/13/00
For Your Information -
_i
AT&T has two automated payment options)Choose'SimplePay'which deducts your monthly
REMINDER cable billing from your checking or savings account.Or choose the'Recurring Credit Card'
option„Which charges your billing monthly to your credit card.Call 351-0669.
_ I See chilling hits like The Mummy, Psycho during the Starz! Halloween Extravaganza!Catch For
Love of.he Game,The Insider,The Sixth Sense on Starzl,She's All That and Simon Birch on
the New Encore.Visit www.800SuperPak.com for information on the STARZ ENCORE Super
Pak.
Comity In an effort to simplify our bills,separate line items for BASIC and EXPANDED BASIC cable
�",,-s service will be placed into a single package called"STANDARD CABLE". This change will
Soon • occur with November bills and will NOT affect current prices.
,,
We've changed our name from AT&T Cable Services to AT&T Broadband to better reflect the full range of
services we can offer you,now and In the future!We look forward to serving you. Thank you far your business.____
- Payment Coupon Billing Date: September 23,2000
Account Number: 8494 33
Please detach and enclose this portion with your
payment. Please do not send cash. Make Name:
checks payable to AT&T BROADBAND.
GREELEY CO 80631
Iri I Check here it new billing address.
Note changes on reverse side. Balance Due $ 25.57
10/13/00
Amount Enclosed
_ AT&T BROADBAND
P.O.BOX 173885
DENVER CO 80217-3885
IIrJJlrrrrdrlrrJllrrrlrrllJrrlJ,rlrJJdrrLJrlrrlJrl
849433, " -
A7�T villiiFM w4ULC.
110 Noggin 579* Showtime 3 East
I:1 Discovery Kids Channel 580' Showtime 3 West
I. G'-odLite TV Network 581' Showtime Extreme East
it St El Channel 582* Showtime Extreme West
0.1 G.me Show Network 590* The Movie Channel
162 Br ashBroadcast Channel 591' The Movie Channel West
16s TI: Land 592' The Movie Channel 2 East
16(1 Bravo 593' The Movie Channel 2 West
182 Oration "601 Discovery en Espanol
20' Discovery Home&Leisure "602 Fox Sports World Espanol
20 Discovery Health "603 CBS Telenoticias
222 The Health Network '604 Cinelatino
2'n Inspirational Life "605 VH1 en Espanol
240 International Channel **606 MTVS
271 Discovery Civilization Channel '607 Rio De La Plata
272 Discovery Science Channel "608 CNN en Espanol
24 Discovery Wings "609 Toon Disney En Espanol
275 The Biography Channel 801-835 INDEMAND PPV
276 History Channel International 844 Hot Choice
294 ZDTV 845 Action Pay-Per-View
401 Fox Sports World 851 Spice
402 ESPNews 852 Spice 2
403 ESPN Classic Sports 853 Playboy
4(14 Outdoor Lite 900 Music Listening Room
405 The Golf Channel 901 Music Lite Classical
406 Outdoor Channel 902 Music Jazz Vocal Blends
408 Speedvision 903 Music Hottest Hits
413 CNN Sports Illustrated 904 Music Modern Country
420 ESPN Now 905 Music Alternative
421-426 Sports PPV 1 906 Music Adult Contemporary
427 ESPN Extra PPV 907 Music Contemporary Christian
440 NBA.com N 908 Music RockW Roll Oldies
441-451 NBA Pay-Per-View 1 909 Music Classic Rock
461-468 NHL Pay-Per-View 1 910 Music Urban Beat
471 VH1 Country 911 Music 70's Hits
472 MTVX 912 Music 80's Has
473 VH1 Classic Rock 913 Music Classic Hits Blend
474 VH1 Soul 914 Music Album Rock
476 Much Music 915 Music Trends
481 Bet on Jazz 916 Music Soft Hits
501 Turner Classic Movies 917 Music Dance
502 Romance Classics 918 Music Acid Jazz
503 Independent Film Channel 919 Music Retro Dance
504 Lifetime Movie Network 920 Music Golden Oldies
505* Sundance Channel West 921 Music Coffeehouse Rock
518' Encore West 922 Music Classic R&B
519' Encore Love Stories East 923 Music Rock'N'Country
520' Encore Love Stories West 924 Music New Age
521' Encore Mystery East 925 Music Symphonic
522' Encore Mystery West 926 Music Great Standards
523' Encore Westerns East 927 Music Contemporary Instrumentals
524' Encore Westerns West 928 Music Children's
527' Encore True Stories&Drama,East 929 Music Smooth Jazz
528' Encore True Stories&Drama,West 930 Music Reggae
529' Encore Action East 931 Music Rap
530* Encore Action West 932 Music Urban Adult Contemporary
534* START West 933 Music Gospel
535' Starz!Theater East 934 Music Blues
536' Starz!Theater West 935 Music Jazz
537' Starz!3 936 Music Holiday&Happenings
551' HBO West 941 Music Adult Contemporary
552' HBO Plus 943 Music RockW Roll Oldies
553' HBO Plus West 944 Music Classic Rock
554' HBO Signature East 945 Music Urban Beat
555' HBO Signature West 950 Music Latin Contemporary
556' HBO Family East 951 Music Rock ire Espanol
557' HBO Family West 952 Music Salsa
561' Cinemax West 953 Music Tejano
564* MoreMAX East 954 Music Latin Jazz
565' MoreMAX West 955 Music Regional Mexican
576' Showtime West 956 Musica of the Americas
577* Showtime 2 East 957 Music Fiesta Tropical
578* Showtime 2 West
Digital set top box and remote are required to receive Digital Cable programming.
' You must first subscribe to the premium channel on your existing cable service to receive
the multiplexed version of the same channel.
Canales n-Optional Spanish Digital
x
(''O/III°rt a lt� a -din• $ �, w r y a # r n a a v₹h
'Ong* 1 o"w"M Jr:l gi�al ixh f',t18Y
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Gre.Iey W*idsor/EVBn6MSBIIe)WeId County
AT&T Broadband
3731 W.10th$1.,Greeley,CO 80634
Customer Seryice(970)351-0669;Repair(970)351-0650
fl1 Channel 8(970)356-3911
M�OL1 Monday-Frida4 8AM-6PM&Saturday 9AM-5PM
r
1 KDEN Longmont Independent
2 KWGN D river ludependenl
3 Educational Frucational Access
4 KCNC ClIS Denver
5 KTVD Denver ludependent
6 KRMA P115 Denver
KMGH AUG-Denver
8 AT&T Channel 8 G'eeley
9 KUSA NIiC-Denver
11 PAXTV Denver
12 KBDI PITS-Broomfield
13 KDVR Denver Independent/Fox Network
14 WGN Chicago Station
15 UNIV Univision
17 TOO The Discovery Channel
22 GATV Government Access
EXPANDED BASIC SERVICE(optional)
23 FX FX Network
24 NICK Nickelodeon
25 ESPN Entertainment Sports Network
26 CNN Cable News Network
27 TNT Turner Network Television
28 TBN Trinity Broadcasting Network
29 TBS Atlanta Superstation
30 LIFETIME Lifetime
31 TWC The Weather Channel
32 CARTOON Cartoon Network
33 TLC The Learning Channel
34 TNN The Nashville Network
35 FOX FAMILY The Family Network
36 AMC American Movie Classics
37 FOXSPORTS Fox Sports Network
38 USA USA Network
39 MTV Music Television
40 CNBC Consumer News&Business Channel
41 A&E Arts&Entertainment
42 ESPN 2 Entertainment Sports Network 2
43 OVC Quality Value Channel
44 DISNEY The Disney Channel
45 PLEX Encore Plex
46 THC The History Channel
47 GALA Galavision
48 CMT Country Music Television
49 VIII Video Hits 1
50 ODYSSEY Odyssey Channel
51 FOXNEWS Fox News Network
52 COMEDY Comedy Central
53 MSNBC MS NBC
54 ANIMAL PLANET Animal Planet
55 HGTV Home&Garden Television
56 El Entertainment Television
57 BET Black Entertainment Television
58 GAO Great American Country
59 TV GUIDE Electronic Guide
60 COURT Court TV
61 OXYGEN Oxygen
62 TRAVEL Travel Channel
63 TV LAND TV Land
64 FOOD Food Network Channel
95 CSPAN US House of Representatives
98 HLN Headline News
PREMIUM PAY SERVICES(optional)
10 STARZI Movies
16 ENCORE Movies of 60's,70's,&80's
18 SHOWTIME Showtime
20 HBO Home Box Office
21 CINEMAX Cinemax
71 IN DEMAND I PPV1 Pay-Per-View t
H2090
as of.luly 18.2000
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