New processes for faulty and returned Jump modems starts today (5 January 2021)

Hopefully, some partners are already aware of the new processes that started today for faulty and returned Jump modems. Anna Paterson from Rangiora Library has been first to try out the new processes. Today, she assisted a customer set up their Skinny account, activate the modem and complete the Jump profile form – but Anna was then taken by surprise when the customer announced they had changed their mind and didn’t want the modem after all!

I suspect that Anna is not the first Jump partner to encounter customers who change their mind. But rather than consign the modem to the recycling bin, like we have been doing for the last 12 months, Anna was able to log the modem as a “returned modem” using the form here.

This form raises an alert with the Skinny Support team (not to be confused with the Skinny Care Team, who handle calls to the Skinny 0800 number). A Support Team member will de-link the modem from the customer’s account and reset it, ready for reissue, i.e. ensure that the initial 30GB data is available for a new user. When this has been actioned, Anna will receive an email from the Support team, advising her that the modem is now ready for reissue.

As this is only day one of our new processes, we are not exactly sure how long it will take for Anna to receive this email – she is going to let me know (and I will update this blog post accordingly). But we understand it should be ‘pretty quick’, like the same or next day.

6 January UPDATE: Anna has just advised me that she received confirmation from Skinny of the de-linking within 24 hours, so that’s pretty good.

In the meantime, we (DIAA) will add a comment to Column H in the partner’s GDoc Jump Register for the modem in question and mark Column B as ‘pending reset’. This has the short-term effect of reducing your stock levels by one. When we receive advice that the modem has been reset, we will remove these notes and the modem is added back as available stock, ready for reissue.

Author: Laurence Zwimpfer

I am committed to supporting the development of New Zealand as a digitally included nation, where everyone has equitable opportunities to benefit from the digital world.

7 thoughts on “New processes for faulty and returned Jump modems starts today (5 January 2021)”

  1. Hi Laurence – I’m a bit confused by the new process for re-issuing a new modem to replace a faulty one. The flowchart here – has a QR code and tiny URL which states the NEW modem details are to inputted into this form but it is just the returned modems form with no space in the form for the new modem details. How do we re-register them with a new modem and ensure their account transfers over? Cheers, Jo


    1. Kia ora Farasat

      Yes, this new process will replace your current practice. In fact, it is not that different – it just means you need to complete a form rather than send an email. The problem we have experienced with emails is that there is no tracking system to monitor actions (or lack of action). The form used in the new process auto populates a spreadsheet that gives Skinny management oversight of the process, including response times.


  2. Hi Laurence

    Does Skinny deactivate modems if they are not in use for a long period?
    I’m asking because….

    I had an elderly customer call today.
    She said she applied for and received a modem during Lockdown for her mokopuna who where staying with her.
    When Lockdown finished they went home and she packed it up. (I have no idea why she didn’t return it to the library).

    Anyway down the track the family have returned and she tried to reinstate the modem, but it didn’t work so she called the library.
    I’ve advised her to drop the modem to the library and we will sign her up again.



    1. Morena Ann-Louise
      No, Skinny do not deactivate Jump modems if they are not used for a long time. However if the modem is not used for 12 months, the SIM card will expire and this must be replaced. So I don’t think this is the problem; it might be just a matter of renewing the $5 plan. The best thing for your customer to do is contact the Skinny Helpdesk (0800 475 4669) and they will be able to advise. Might be easier and quicker than issuing a new modem.


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