This site is managed by the Digital Inclusion Alliance Aotearoa (DIAA) and is intended for partner organisations delivering programmes endorsed and/or supported by DIAA. Currently this includes the following programmes:
Stepping UP
JUMP
DORA
Better Digital Futures for Seniors
Appy Seniors
Digital Wellbeing for All
The blog aims to address mainly operational issues associated with the delivery of these digital inclusion programmes. It provides a repository of information dealing with specific questions raised by programme delivery partners.
Pātea is famous for two things. One is world famous and the other, well, perhaps less famous outside Pātea.
Let’s start with the most famous thing – Poi E!—a groundbreaking Māori-language hit created in the early 1980s by the Pātea Māori Club. Written by Dalvanius Prime and performed by local community members, the song fused traditional Māori culture with contemporary pop and hip-hop influences at a time when te reo Māori was rarely heard in mainstream music. Its national success—topping the charts in 1984—helped revitalise pride in Māori language and identity, while also putting the small Taranaki town of Pātea firmly on the cultural map. Today, Poi E! remains an iconic symbol of grassroots creativity and cultural resurgence, and Pātea is closely associated with its enduring legacy.
Well that’s what everyone knows! What you might not know unless you live in Pātea is that for many years there has been no broadband capacity on the local cell tower. So much so that this has been Sue Kini’s reliable ‘go to’ place when explaining the ‘no coverage’ message that partners sometimes see when checking coverage for a Skinny Jump customer.
But last week this all changed and for the first time in many years the coverage checker returned this message for a Pātea address:
So of course the moral of this story is “never say never” when you have to say no to a potential Jump customer. Encourage them to check their address from time to time for coverage and they might receive a nice surprise. The address checker is updated every night, so things can change overnight, or as we have seen in Pātea, this can take some time.
PS for the Pātea LibraryPlus team: Can you remember the people you have had to turn down; perhaps let them know it might be worth checking their address again before the internet in Pātea becomes as popular as Poi e!
I am sure you are all wondering who won the Ciena competition. Earlier this week Mel and Sareen from the Skinny Jump team at Spark paid a visit to Albany Village Library to deliver some Jump goody bags.
Albany Village Library is one of the 58 Jump Delivery Partners who have signed up one or more families for the Ciena programme since the beginning of the year. Together, these Jump partners have supported a total of 255 new families to date. Ciena has agreed to sponsor 350 new families in 2026, so there still room for more.
You might be wondering how Albany Village Library was picked. Well this was a totally random process – as at 31 March, 216 new families had signed up, so we used a random number generator to select a number between 1 and 216 and the partner who signed up this family was the winner.
The Skinny Jump team has advised that the issue reported yesterday has been found and fixed. They confirmed this by running a test and have managed to successfully progress through (see below)
Step 01: Enter your email address
Step 02: Set a password
Their advice for Partners/Customers:
Close Jump App
Check to ensure both app (via Playstore / App Store) and system software are up to date (via device Settings)
Reopen app and continue Sign Up process
They also reminded us of other Useful Resources if you encounter problems with the app – Jump App Cheat Sheet that is available on the SteppingUP website, here.
One of our Jump partners has reported a problem in signing up customers with the Jump app. They are getting the following error message:
The Skinny Jump squad has been able to replicate this error for both Android and Apple signups and have escalated the issue. In the meantime, their advice is to use the web browser signup process. They have confirmed this is still working as expected.
However, the partner who reported the problem is still experiencing a sign-up problem using this approach as well. Mel from the Skinny Jump team has advised: “I tried earlier and it worked and tried again just now to ‘Create a new account’/Register via desktop web browser and its worked and allowed me to progress through to enter First and Last name? You might need to clear cache, try incognito or different browser.”
Duncan Philps from Onehunga Library asked this interesting question recently and it’s just possible that some other Jump partners might also have similar lingering thoughts.
Let me restate a few facts about this while answering Duncan’s question.
A customer contacts you and wants to sign up for Jump. What’s the first thing you do? Check their address has Jump coverage of course. And then you have to deal with a disappointed customer when you get this message:
FACT ONE: No coverage doesn’t necessarily mean ‘no coverage’: First thing to note is the small print, explaining what “No coverage” means. Nine times out of ten, it doesn’t actually mean there is no coverage, as the 4G network is very widespread and it is quite rare to discover a location with no wireless coverage. Most of the time it means that it is a capacity issue, i.e. the address is an area that has reached the maximum number of modems that can be connected to the nearest cell tower. The reason for capping the number of connections is to preserve an acceptable standard of service for existing customers; adding too many connections will degrade the service for everyone served from that tower.
FACT TWO: Cellphone towers radiate in three 120 degree sectors: Your customer might then want you to explain “how come then that my neighbour has coverage”, or “I tested my neighbour’s Jump modem in my house and it worked!” Click on the even smaller print in the “We’re sorry” message and you’ll end up here. You should also have copies of a DL pamphlet explaining cell tower coverage; you can find a link here to order more if you have run out.
FACT THREE: The Skinny Jump coverage checker is updated every night: The number of broadband customers connected to any cell tower can vary every day, so that a coverage check the next day or later in the same week could give the green light for a new connection. Customers can also move to other wireless service providers or a fibre connection, freeing up space on the Skinny tower.
FACT FOUR: For customers without coverage, completing an Online Application Form or a Profile Form does not guarantee a Jump connection: We introduced these options for partners primarily to help diffuse difficult situations with angry customers who cannot walk out the door with a Jump modem.
FACT FIVE: Capturing the details of ‘no coverage’ customers enables us (DIAA) to double-check coverage/capacity at the customer’s address: We do this when processing both the online applications and the profile forms. Sometimes we get a pleasant surprise and discover that capacity has become available and will contact the customer directly to see if they still want a Jump connection. But it is quite rare to get a positive result straight away. We check these addresses three to four weeks after receiving the ‘no coverage’ application and advise the customer by email of the result. We do not automatically do any further checks, which is why we advise customers to check themselves periodically, and many do this.
FACT SIX: Skinny does not contact Jump applicants who complete a ‘no coverage’ response on an Online Application or Jump Profile form when capacity becomes available: Skinny does not have access to individual customer information on either the Online Application of Jump Profile forms. The Skinny team uses the same address checker that we do.
FACT SEVEN: Capturing ‘no coverage’ addresses helps us inform Spark of Skinny Jump blackspots: We aggregate the data from the ‘no coverage’ responses to identify areas where there are many people waiting for Jump and share this data with Spark. That said, we have no influence on how Spark prioritises their investments in further 4G cell tower capacity. We know they have made significant investments in 5G infrastructure and we hope that as customers migrate to 5G, this will free up more 4G capacity for Jump.
PS: Duncan – I hope this addresses your questions.
William Chou from Te Manawa Library in Auckland has recently raised this question and to be fair, he isn’t the first one to do so.
William advised us that there had been at least three instances at Te Manawa during the last two months where the Skinny Care agents had advised customers reporting a faulty Jump modem to go to the library, “as it would be faster”. But as William pointed out, this conflicts with my previous posts (and as it happens, the Jump Partner Guide).
Here’s an extract from my April 2025 post:
It seems that part of the confusion arises when Skinny Care agents mistakenly direct customers to Jump partners for replacements. Please note: Skinny agents should never refer customers to partners for replacement modems. If they confirm the modem is faulty, they should complete the Modem Returns form instead.
So William is quite right to question whether our processes have changed.
The short answer is that our agreed processes have not changed.The challenge that we seem to have is training new Skinny Care agents. The agents are dealing with both regular Skinny products and Skinny Jump, and we do have quite a lot of unique procedures for Jump, especially around the distribution and return of modems, and are regularly making tweaks to Jump processes. I can understand that this could be quite a challenge for Care Agents to keep up to date with.
I know the Jump Squad in Spark provide regular updates and training for Care Agents and all they can really do is keep issuing reminders of the correct procedures.
But we also know that some Jump partners are happy to issue replacement modems. There are problems in doing this, especially around timings for delinking the faulty modems from customers’ accounts. So despite the instructions in the User Guide (does anyone read user guides these days???), customers will keep coming to partners for faulty replacements.
But we want this to be your choice, not feeling that others, e.g. Care Team, are handing on work onto you that they should be dealing with.
How do we fix this? Frankly, I don’t know. Maybe persistence? So please keep alerting me (jump@diaa.nz) to any instances where customers are saying “Skinny told me to come to youfor a replacement modem“. In a perfect world it would be great to know the name of the Agent providing this wrong advice, or as a minimum, the day and time of the call.
More good news for 2026! First, there was the announcement that Ciena has extended their sponsorship for another 350 families and now CEVA, the supplier of Jump modems, is shipping modems within days of our orders being placed. This is a fantastic improvement compared to last year, when modem shipments were often lagging by 6-8 weeks.
As the delivery lag reduces, we change the trigger level for new orders; towards the end of 2025, this was set to the number of modems issued by each partner during the previous 30 days. The goal was to ensure that partners had sufficient stock for at least 30 days.
But, like the Reserve Bank’s official cash rate (OCR), we can adjust the trigger level to reflect changes in the Jump economy. So thanks to Marian Hector at Glen Eden Library, who noticed the impact of the 30 day rule meant her Jump modem stock levels are now persistently much higher. Not that she was complaining, but some partners might find this puts more pressure on their storage spaces.
So, like the Reserve Bank Governor does with the OCR, I am please to announce that as from today, the OJR (Official Jump Rate) has been reduced to 14 days.
Thanks to Helen McCubbin at Tasman Libraries and her team at Tākaka Library who in December noticed a change in the Jump sign-in page when using a desktop computer:
This means the instructions in the Partner Guide now don’t make sense; these will be updated in the next issue, probably later this year.
In the meantime, please follow these instructions when signing a new customer up using a laptop or desktop computer:
“Great news from Ciena! We’re thrilled to announce that the Ciena Jump for Students Fund has been extended for another 12 months.“
But reading on, you would have discovered that at this stage the extension is only for customers signing up before 31 December 2025. We hope that Ciena might extend their support for more new families in 2026, but we don’t know this yet.
The good news for 2025 is that we met our target of 600 new families – thank you to partners who pulled out the stops in December to sign up the remaining 50 or so families; they, along with the 550 who signed up earlier in the year will now all receive another full 12-months of the sponsored CIENA plan.
Until we know for sure whether the Ciena sponsorship is available for new families, please do not offer this option. You are welcome to keep a local register of interest from any Jump customers who inquire.
Now the challenge is to spot what the following two pictures have to do with Jump!
Here’s a hint. She works in a library. She is famous for many things, not least of all is her creativity. She has exhibited at Te Papa! She features regularly in local and international media. She has the enviable position of Digital Inclusion Coordinator | Kaikōtuitui, Mātau Matihiko in her North Island Library. Now, wouldn’t just every library love to have one of those!
She says: I just wanted to share that I love Skinny JUMP modem time because I love reusing the boxes and the packaging! Our last delivery was in September and I used the boxes and the packing paper to help fill a brand-new garden bed that I was creating on my driveway. I am now eagerly considering a new garden box to stuff my latest round of Skinny JUMP boxes and packing paper into!
She is the one and only Leala Faleseuga!!
Watch out sustainable awards – here she comes – reduce, reuse , recycle!!
Digital Inclusion Alliance Aotearoa 