If a user suspects they have a faulty modem, they must contact the Skinny Helpdesk on 0800 475 4669 in the first instance. The Helpdesk team will do their best to resolve the problem remotely, but they may conclude that the modem is faulty and ask the user to obtain a replacement from their local Jump partner. Whenever a modem is deemed to be faulty, the Helpdesk will automatically de-link the faulty modem from the user’s account, so that when they sign up with a new modem, they can use the same email address. (Note that this is what should happen but sometimes a new Skinny team member overlooks doing this. So users should be advised to contact the Skinny Helpdesk when setting up the new modem if they find they can’t use their existing email address.)
Prior to the COVID-19 lockdown this involved the user taking the faulty modem to their local Jump partner and getting a new one. During the lockdown, DIAA is managing this process nationally. When we are advised of the need for a replacement modem, either through the Skinny Faulty Modem register or by email from a partner (send to: firstname.lastname@example.org), or by phone (0800 463 422), we will courier a replacement modem with the following note:
Note that we are asking users to return the faulty modem to partners. Please add this to your faulty modem box and when you have five or more, we will send you a courier sticker and address label for Sims Recycling.
Note: this does not apply to modems issued to students under the MoE programme. These modems are to be returned to DIAA for repair and refurbishment