Partners are reminded that all returned B315 Skinny Jump modems – whether these are faulty or are simply not required any more – are to be withdrawn from circulation and added to a recycling box. When you have five or six modems (whatever fits in the box), you should email us (email@example.com) with the IMEI numbers of the withdrawn modems and we will send you a courier sticker and address label for an approved recycler. We have been advised by the Spark Foundation that the effort involved in trying to repair and reset these modems is simply not justified and that replacement modems should be supplied, if required. Partners must ensure that a new Stepping UP Profile form is completed if a replacement modem is issued.
However, should a customer return a B618 modem, these are to be returned for repair and re-use. Customers should not be returning these to you, but it appears that some do. The only people receiving B618 modems at this stage are families with school children, who have been identified as part of the Covid-19 response by their school or the Ministry of Education as households without broadband internet. If their modem is faulty or no longer required they must contact the Skinny Helpdesk on 0800 475 4669 in the first instance. A return courier bag will then be sent directly to them.
Partners who do end up with a B618 modem should follow the same procedure – report the returned modem to the Skinny Helpdesk and this will result in a return courier bag being sent to you.