We do get calls about JUMP modems being stolen, but fortunately these are very few in number. But what advice do you give families when this occurs?
- Families must contact the Skinny Helpdesk immediately on 0800 475 4669. Skinny will need to know the name and email address the modem was registered to and preferably the broadband number of the modem (this is printed on the base of the modem, but unless families have recorded this somewhere, clearly they will not be able to provide it if the device has been stolen).
- Skinny will immediately block the modem, rendering it useless to the person who has stolen it and de-link the modem from the family’s Skinny account.
- Families should contact their nearest JUMP local delivery organisation (usually a library) and sign up for a new modem. Provided the Skinny Helpdesk has received prior notification the family’s email will have been de-linked from the stolen modem and the family can register their new modem to their existing Skinny account using the same email.