From 25 March 2020, JUMP modems should not be powered up until customers get back to their homes. This is a change to our current operating procedures, where we have encouraged families to power up their modems as part of the set up process, partly to test that the modem has been activated correctly but also to make sure that families understand how to WiFi connect their digital devices to the modem, using the WiFi key (also referred to as the WiFi password).
The reason for this change is that when the modem connects to the Skinny internet service for the first time, it ‘geo-locks’ to the nearest cellphone tower. If the Jump user’s home is located in a different cellphone tower coverage area, it appears in Skinny’s management system as a breach of the service terms and conditions, i.e. the modem is not to be moved between addresses without notifying Skinny.
We suggest that each partner hold a demonstration modem (which does not have to be linked to an account) and this can be powered up during the setup process to explain the different indicator lights as well as the process for linking digital devices using the WiFi key.
If families require any further support when they get home, they should contact the Skinny Helpdesk (0800 475 4669).