We thought this issue had been resolved, but partners are still finding modems shipped over the last week or so that have not been provisioned for Jump. I appreciate that this is incredibly frustrating and I have escalated again to the team in the Spark Foundation.
However, until we can be absolutely sure that things have returned to normal please use the process outlined in my previous blog on this matter, i.e. if you discover a modem that has not been provisioned for Jump, please use the Modems Return form to alert the Skinny Support team. The Support Team will arrange for the modem to be reset and provisioned for Jump. As this is a slightly more complex process than simply delinking and resetting, Skinny has asked that the modem not be reallocated for 2 days.
1) Set-up the online account with the customer. Once it’s set up, go into the Dashboard to check if the plans available are Jump or regular 4G Wireless Broadband.
2)If it’s regular 4G Wireless Broadband (not Jump), use the JUMP Modems Return form:
https://www.tfaforms.com/rest/forms/view/4864829 and in the section “Other”, write “Please provision as Jump modem”. In the ‘Broadband number box’ you may enter the SIM ID number instead. The SIM ID is the 17 digit number, starting with 64052…, printed on the outside of the box. Like the IMEI number, this comes with a barcode, so if you have a scanner, this is areal breeze to enter in the form.
3) This generates a case in Skinny’s queue which they can then escalate to their Operations Team.
4) Wait 2 days before re-issuing the modem.