Updated Modem Return Form to replace old forms on 20 April 2022

An updated Modem Return form is being introduced from the start of business tomorrow (Wednesday 20 April). This replaces the three previous forms used by delivery partners for modem returns, i.e.

(1) Skinny Jump Account Delinking & Modem Reprovisioning – Delivery Sites & Care Use Only – originally developed for modems that were returned mainly because they were no longer required and could be remotely de-linked from customers’ accounts and rest, ready for re-issue.

(2) Faulty Jump Modem returns – originally developed for modems that had been remotely tested by Skinny and customers were advised that the unit was faulty and should be returned to a nearby Jump partner. We have recently consolidated this form with the standard Delinking Form above.

(3) MOE Modem Activation and Returns – originally developed for modems issued by the Ministry of Education.

The new consolidated form is to be used by Jump Delivery Partners when they receive any Jump modem returned by a customer or if they require a particular Jump modem to be re-provisioned for any other reason. The Skinny Care Team may also use this form when a customer reports they have a modem but there is no coverage or capacity at their address.

The purpose of this new consolidated form is:
(1) to make it easy for Delivery Partners to get a modem de-linked from a customer account and then reset in a timely manner, so that it can be re-issued. This form provides a direct communication channel to the Skinny Support Team who are responsible for delinking any Skinny Jump accounts and resetting modems. Jump Delivery Partners should never call the Skinny Care Team on the customer 0800 number, as this Helpdesk team is not able to delink accounts or reset modems.

(2) to recognise modems issued as part of a special Jump Plan – MOE, CIENA or RED CROSS – and ensure these are recovered or correctly re-provisioned.

(3) to record customer details for the collection of unwanted modems or at locations where there is no network coverage or capacity.

The information provided in this form authorises the Skinny Support Team to delink an account and reset the modem. Faulty or defaced modems that are not suitable for re-issue are to be marked as “faulty” in the form and this triggers a response from the Digital Inclusion Alliance Aotearoa (DIAA) team to send a courier bag to recover the modem for repair or recycling.

Once the modem is reset, an advice note is sent to the Delivery Partner at the partner email entered at the end of the form.