The Spark team is planning a less-confusing approach for handling B315 modem returns, whether these are faulty modems or modems that are returned to delivery partners because they are no longer required. From 1 April 2020, some new processes will be implemented, including the handling of returned modems. In the meantime our advice is:
- Any faulty or returned modem is set aside; we recommend you use one of boxes that the modems arrive in as a “modems return” box.
- When you have 5 or 6 modems awaiting return please contact Shelley (0800 463 422 or email jump@diaa.nz) and list the IMEI numbers of the modems you are holding awaiting recycling.
- Shelley will send you a Post Haste courier sticker and address label for Sims Recycling.
- Alternatively, you are welcome to courier the returned modems directly to:
Sims E-cycling (NZ) Ltd 69 Aintree Avenue Mangere AUCKLAND 2022 Phone 09 275 1501 Attention: Robert Herbert
5. The only exception is when you strike a problem setting up the modem; in this instance you should call Skinny (0800 475 4669) for advice. They may be able to re-set immediately, so that you can continue with the set up.
The original approach with returned modems was to try and reset them remotely so that they could be re-issued to a new customer. This has proved to be administratively too difficult and the costs of repair (including courier costs and staff time) have quickly exceeded the value of a replacement modem. The JUMP modems currently being supplied are refurbished ones, so they are already on a second life. Spark is therefore recommending the above approach as a more efficient process for everyone involved, including delivery partners.
Digital Inclusion Alliance Aotearoa 
Sounds like a great process 🙂 I have a few sitting here. Have noticed a lot of the ‘newer’ modems are coming out with errors and after troubleshooting with Skinny it seems they just cannot connect.
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As a Jump Partner accepting modems no longer required – is there an easy way to notify Skinny that the modem is no longer in use other than waiting on hold for a long time? The customer did not notify Skinny themselves but left it at the library.
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Under the new processes, you no longer need to notify Skinny about returned modems. You simply place them in a ‘returns’ box and we will send you a courier sticker to freight them to SIMS for recycling. After a certain time their Skinny accounts will automatically lapse. So I suggest all partners adopt this approach immediately. The only situations when you may need to contact Skinny is when a family returns a faulty modem and wants a replacement one on their exiting account. The old modem will need to be de-linked from the family’s account before they can link a new one. For faulty modems we have asked Skinny to automatically de-link them when they conclude the modem is faulty, but this doesn’t always seem to happen. The other situation when you will need to contact Skinny is when you strike a problem during the set up process, such as a family that can’t remember their email password to activate the new modem. You will need to contact Skinny to de-link the modem so you can try linking to an email where the family can remember the password (or where you set up a new email for this purpose).
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