1 Total Call Volume - Wilmington 281 797 424 205 121 0 100 200 300 400 500 600 700 800 900 9/8/2008 9/9/2008 9/10/2008 9/11/2008 9/12/2008 Tot a l C a lls Total Calls – 1,828 2 Consumers Who Were Not Aware of the Transition 26 23 35 2 5 0 5 10 15 20 25 30 35 40 9/8/2008 9/9/2008 9/10/2008 9/11/2008 9/12/2008 Tot a l C a lls Total Calls – 91 3 Total Converter Box Issues 161 107 29 24 8 1/0/00 1/20/00 2/9/00 2/29/00 3/20/00 4/9/00 4/29/00 5/19/00 6/8/00 6/28/00 9/8/2008 9/9/2008 9/10/2008 9/11/2008 9/12/2008 Tot a l c a lls Total Calls = 329 4 Total Converter Box Issues Pending, 67, 20% Resolved, 262, 80% Resolved Pending Total Calls = 329 5 Total Antenna and Reception Issues 57 178 78 60 34 0 20 40 60 80 100 120 140 160 180 200 9/8/2008 9/9/2008 9/10/2008 9/11/2008 9/12/2008 Tot a l c a lls Total Calls = 407 6 Channel 6/44 Reception Issues 232 124 79 76 42 0 50 100 150 200 250 9/8/2008 9/9/2008 9/10/2008 9/11/2008 9/12/2008 T o t al cal l s Total Calls = 553 Category Count % Households CONSUMERS WHO WERE NOT AWARE OF THE TRANSITION They were not aware of the switch to DTV 23 They were unaware of the correct transition date 26 They did not think the stations they watch would switch to digital 42 Subtotal: 91 0.05% CONSUMERS WHO WERE AWARE BUT DID NOT ACT They forgot to upgrade 56 They were unable to attain assistance to upgrade 11 They relied on another member of their household to upgrade 7 They waited too long to buy or set up a digital set or a converter box 70 They were out of town or too busy or knew they could do it later 19 Subtotal: 163 0.09% CONSUMERS WHO HAD PROBLEMS WITH THE CONVERTER BOX COUPON PROGRAM A coupon did not arrive in time 64 Wanted coupon or had not received coupon from NTIA 119 The retail store was out of boxes 2 Subtotal: 185 0.10% CONSUMERS WHO HAD INITIAL DIFFICULTY WITH THEIR CONVERTER BOXES Setting up converter boxes was too hard 57 They didn't understand the instructions for the digital set or the converter box 66 Their converter box "didn't work" 206 Subtotal: 329 0.18% CONSUMERS WHO HAD RECEPTION AND TECHNICAL PROBLEMS Their antenna didn't work or they have no antenna or their antenna wasn't connected 114 0.06% Problem with channel or call sign 157 0.08% Weak or spotty signal 136 0.07% Subtotal: 407 0.22% * Combination of "antenna didn't work" and "weak or spotty signal" is 250 calls. 0.13% CONSUMERS COMPLAINING ABOUT NOT RECEIVING WILMINGTON SIGNALS Problem with channel or call sign 553 Subtotal: 553 0.29% OTHER PROBLEMS Satellite subscribers to Dish Network or Direct TV – did not subscribe to local package 53 0.03% They thought all their sets were hooked up to cable or satellite 22 0.01% They were waiting for cable or satellite installation 13 0.01% Wanted DTV consumer information sent to them 12 0.01% Subtotal: 100 0.05% Total 1,828 0.98% Nielsen TV Households for the 2007-2008 TV season 187,480 Wilmington, NC DTV Transition Overview of DTV Calls Wilmington, NC Transition Calls for Week of September 8, 2008 Overview/Analysis of Wilmington Transition Test DTV Calls Category Count % Households CONSUMERS WHO WERE NOT AWARE OF THE TRANSITION They were not aware of the switch to DTV 23 They were unaware of the correct transition date 26 They did not think the stations they watch would switch to digital 42 Subtotal: 91 0.66% CONSUMERS WHO WERE AWARE BUT DID NOT ACT They forgot to upgrade 56 They were unable to attain assistance to upgrade 11 They relied on another member of their household to upgrade 7 They waited too long to buy or set up a digital set or a converter box 70 They were out of town or too busy or knew they could do it later 19 Subtotal: 163 1.18% CONSUMERS WHO HAD PROBLEMS WITH THE CONVERTER BOX COUPON PROGRAM A coupon did not arrive in time 64 Wanted coupon or had not received coupon from NTIA 119 The retail store was out of boxes 2 Subtotal: 185 1.34% CONSUMERS WHO HAD INITIAL DIFFICULTY WITH THEIR CONVERTER BOXES Setting up converter boxes was too hard 57 They didn't understand the instructions for the digital set or the converter box 66 Their converter box "didn't work" 206 Subtotal: 329 2.39% CONSUMERS WHO HAD RECEPTION AND TECHNICAL PROBLEMS Their antenna didn't work or they have no antenna or their antenna wasn't connected 114 0.83% Problem with channel or call sign 157 1.14% Weak or spotty signal 136 0.99% Subtotal: 407 2.96% * Combination of "antenna didn't work" and "weak or spotty signal" is 250 calls. 1.82% CONSUMERS COMPLAINING ABOUT NOT RECEIVING WILMINGTON SIGNALS Problem with channel or call sign 553 Subtotal: 553 4.02% OTHER PROBLEMS Satellite subscribers to Dish Network or Direct TV – did not subscribe to local package 53 0.39% They thought all their sets were hooked up to cable or satellite 22 0.16% They were waiting for cable or satellite installation 13 0.09% Wanted DTV consumer information sent to them 12 0.09% Subtotal: 100 0.73% Total 1,828 13.29% Nielsen TV Households for the 2007-2008 TV season 13,759 Wilmington, NC DTV Transition Overview of DTV Calls Wilmington, NC Transition Calls for Week of September 8, 2008 Overview/Analysis of Wilmington Transition Test DTV Calls