Some partners are still uncertain about the process for de-linking Jump modems.
When does a modem need to be de-linked?
There are three particular situations when a Jump modem needs to be de-linked from a customer’s Skinny account:
(1) A faulty modem is returned to a partner and a replacement modem is issued. Customers should contact the Skinny Helpdesk whenever they have a faulty modem and if the fault cannot be fixed, the Skinny Care Team will ask the customer to return the modem to a nearby partner and get a replacement. At the same time the Skinny Care Team will issue a request to the Skinny Support Team to de-link the modem from the customer’s Skinny account. If the modem is not de-linked, the customer will not be able to use any credit remaining on their Skinny account; they would have to set up a new Skinny account with a different email address and would lose any balance on their old account. This will become obvious to partners when trying to set up the replacement modem. To get the modem de-linked, partners must email the Skinny Support Team on: email@example.com . Customers must also call the Help desk (Care Team) to get their replacement modem linked to their existing account.
NOTE the difference between the Skinny Care Team and Skinny Support Team. The Care Team is contacted by telephone (0800 475 4669) and the Support Team by email only firstname.lastname@example.org . The Care Team is not authorised to de-link accounts; all requests for de-linking are handled by the Support Team.
(2) An error is made during the setup process and the modem needs to be re-set before it can be re-issued. Partners should email the Skinny Support Team email@example.com and ask for the modem to be de-linked and reset.
(3) A modem is returned in good condition by a customer who does not want it anymore. Since February 2020, our advice has been to put all returned modems (faulty or otherwise) in a recycling box. However, some partners have continued with the previous process, which was to contact the Skinny Support Team firstname.lastname@example.org and ask for the modem to be de-linked from the previous customer’s account and reset for re-issue ($5/30GB preloaded). We expect to return to this process in 2021, so if this is already working for you, keep on trucking!